Managed Service Plan (MSP) - Implementing 104-07050030

Phone the customer and:

• explain the reasons the MSP has been implemented. For a reactive MSP, this is as a result of a specific incident. For a proactive MSP, this is to support them by addressing vulnerabilities
• explain the reasons for the duration of the MSP
• discuss the behaviours taken into consideration. Do not summarise the customer's behaviours as 'inappropriate' or 'aggressive' without explaining why
• discuss any servicing restrictions including the consequences of non-compliance. For example, they may be prosecuted for criminal trespass if they have a full face-to-face restriction and attend a service centre (without an appointment for a one-off variation)
• advise the customer how they can access services for the duration of the MSP
• provide contact details for the One Main Contact (OMC) or Personalised Services Service Officer (PSSO), and confirm the customer’s contact details and method
• advise they will receive a letter explaining the MSP and a contact card

Add a note for each successful or attempted contact.

If the contact is successful, go to the MSP’s General Details screen and update the Date customer informed of MSP field.

If the customer displays aggression or counterproductive behaviour see Customer aggression - Response. Record a new incident and link it to the MSP.

There are limited circumstances where it is not appropriate to phone a customer. Wherever possible contact the customer's Power of Attorney, nominee or person permitted to enquire where a decision is made not to contact the customer directly. Document any decision to not contact the customer must be documented in an MSP note.

For Centrelink customers, if phone contact is unsuccessful, consider sending an MSP SMS through desktop messaging. Go to Step 2.

To reduce the risk to staff safety, it is important that customers are notified of the MSP decisions as soon as possible.

Where possible, an SMS should be sent to the customer where it is determined that prompt message delivery with limited text is warranted ahead of sending more detailed information in an MSP letter. See Centrelink letter online and Electronic Messaging.

SMS can only be sent by approved decision makers where:

• the customer cannot be contacted by phone
• the telephone discussion with the customer was unproductive
• telephone contact was successful, and it was determined that the customer may benefit from confirmation of MSP details by SMS
• waiting until the next day to call the customer may result in a more productive discussion and the customer would benefit from a preliminary message
• the customer may benefit from having the Personalised Services triage number captured on their mobile phone

Note: where a decision is made to send an SMS, the approved decision maker must make sure the mobile number on file is not recorded on multiple records. Where this does occur, the SMS must not be sent, and existing phone and letter notification provisions apply. Before sending a customer aggression related Desktop Electronic message, see SMS/Email Search (SMEM) screen.

A MSP SMS should not be sent to customers talking about suicide or self-harm. Refer to Customers talking about suicide or self-harm.

If a staff member witnesses family and domestic violence through any channel involving an immediate threat to safety, staff are to follow their local response guidelines. An MSP SMS should not be sent refer to Family and domestic violence.

Due to the SMS character limit, an SMS does not contain all required notification and decision information. Sending an SMS will complement, not replace the corresponding letter.

Servicing restrictions include:

• write only
• full face to face
• partial face to face, or
• a protection order exists

Do one or more of the servicing restrictions apply, and the triggering incident did not involve attempted or actual assault and/or actual stalking?

• Yes, all 3 of the following Australia Post delivery features must be used:
• Priority and
• Registered Post and
• Person-to-person delivery
• No, go to step 4

The Face to Face Service Delivery Support Team (SDST) is responsible for managing all aspects of Registered Post letter delivery and tracking.

SDST will:

• Ensure that a copy of the final approved letter, in PDF format, is attached to the MSP
• Print letter
• Insert an OMC/PSSO contact card (see Resources for a link to the Ordering business cards, employee contact cards page)
• Attach Registered Post, Person to person and Priority labels (envelopes may already have a Priority stamp. If so, a Priority label is not required)
• Add details to the internal tracking register. At a minimum, detail must include:
• MSP ID
• Registered Post unique ID
• date letter issued
• letter delivery confirmed Y/N
• Add a servicing arrangement note to the MSP with the same details
• Add Registered Post details to the Australia Post mailing statement

To track letter delivery, see Table 2.

See letter delivery methods for more details.

Resources has a link to the MSP letter guidelines.

Procedure ends here.

Use Priority mail to send the letter for:

• MSPs that do not include face to face restrictions, e.g. partial phone restriction only
• MSPs with no servicing restrictions, e.g. proactive MSP with no restrictions
• MSPs where the triggering incident involving actual or attempted assault, or actual stalking
• Invitations for customers to participate in their MSP review
• One-Off variation of MSP restriction
• MSP reminders
• Behaviour warnings

SDST will email letter details to the employee responsible. The employee responsible will:

• ensure that a copy of the final approved letter, in PDF format, is attached to the MSP
• print the letter
• send via Priority Post
• add a servicing arrangement note to the MSP confirming the letter has been sent

To track letter delivery, see Table 2.

See letter delivery methods for more details.

Resources has a link to the MSP letter guidelines.

Face to Face Service Delivery Support Team (SDST) accesses and monitors the Australia Post Business Support Portal daily to check the status of letter deliveries.

If delivery is unsuccessful, e.g. customer is not residing at the address, or they do not accept delivery, Australia Post will return the letter to the nearest post office. The letter will remain at the post office for 10 business days pending customer collection.

If the letter is not collected by the customer, it is returned to sender. Go to step 2.

If delivery of the letter is confirmed:

• Add details to the internal tracking register
• Add a ‘servicing arrangement’ note to the MSP
• Download the PDF copy of the customer’s signature from the Australia Post Business Support Portal and attach it to the MSP

Procedure ends here

Returned MSP letters do not have barcodes so cannot be scanned to a customer’s record. The Customer Details team accesses the returned MSP letters (flagged as ‘mismatch’ activities) and sends an email to SDST listing the Customer Reference Number (CRN).

If the letter is about:

• an MSP ceasing – SDST checks if the customer has been using mainstream channels and decides whether further action is required
• an MSP commencing – SDST checks if the customer has been in contact with the One Main Contact (OMC) since the MSP start date. If the customer has:
• been in contact with the OMC, no further action is required
• not been in contact with the OMC, SDST forwards the details to the OMC. Go to Step 3.

If the letter is not about an MSP, e.g. a behaviour warning, SDST checks if the customer has been in contact with the agency and decides whether further action is required. Go to step 3.

The OMC takes appropriate action based on the customer’s circumstances. This may include phone contact, issuing an SMS and/or reissuing the letter to an updated address. The OMC documents action taken on the MSP record.