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Online Services for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-10130040

This document outlines information to support practices to administer the Practice Incentives Program (PIP) and the Workforce Incentive Program (WIP) - Practice Stream through online services.

On this page:

Help users access PIP Online and WIP - Practice Stream Online

Assess request to update a RA number - letter/written correspondence

Assess request to update a RA number - verbal request

Update a RA number

Search and view a PRODA account

Help users access PIP Online and WIP - Practice Stream Online

Table 1

Step	Action
1	Check PRODA account details To access PIP/WIP - Practice Stream Online the owner/authorised contact must: create an individua PRODA account, and link HPOS to their PRODA account Does the owner/authorised contact have access to HPOS through their PRODA account? Yes, go to Step 2 No, help the caller to: create a PRODA account, and link HPOS to their PRODA account go to Step 2 See also: Helping users self-manage their PRODA account Helping users create a Provider Digital Access (PRODA) account and access services
2	Link the RA number Ask the customer for their RA number. Link the RA number to the practice profile. See Table 2 for assistance. The customer must be listed on the practice profile as an owner or authorised contact person (see Table 2 > Step 4). Tell the customer: they have access to PIP/WIP - Practice Stream Online they can grant online access to other practice staff Other practice staff do not need to contact Services Australia to link their RA numbers If the practice is: PIP consenting, the practice needs to update all practice details (except the Quarterly Confirmation Statement (QCS) in WIP - Practice Stream only) in PIP Online the practice will not need to make the same updates in WIP - Practice Stream Online non PIP consenting, the practice needs to update all practice details separately in PIP Online and WIP - Practice Stream Online See also: Link WIP - Practice Stream non-consenting practices with PIP Quarterly Confirmation Statement (QCS) in WIP - Practice Stream Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream
3	Access PIP/WIP - Practice Stream Online services Help the customer access PIP/WIP - Practice Stream Online. Ensure they log in an as individual and not under an organisation. Select My Programs from the HPOS Homepage The My Programs screen will show Select PIP Online or WIP - Practice Stream Online The PIP or WIP - Practice Stream screen will show A list of all of the PIP or WIP - Practice Stream practice profiles relating to the PRODA account will show If the practice: is approved for the program select Update from the Actions column, next to the right Practice ID this takes the user into their practice profile where they can make updates themselves is not approved for the program select Apply Now tell the caller to look at the Apply for the Practice Incentives Program and Workforce Incentive Program Practice Stream on the Services Australia website for help application is in progress under In Progress Application, select Continue next to the right Practice ID from the Actions column application is submitted and has a status of Awaiting Verification processing of the application is not yet complete and is currently awaiting assessment by Services Australia users are not able to make any changes or updates to the practice until the application has been approved by Services Australia select View PDF or View RTF to review the submitted application Note: Google Chrome is the preferred browser when using PIP and WIP - Practice Stream Online. Not all functions (such as update) are available when using other browsers. If the customer does not have all functions available: ask the caller to log out of HPOS in their current browser, and log into HPOS using the Google Chrome browser

Assess request to update a RA number - letter/written correspondence

Table 2

Step	Action
1	Assess the written correspondence Assess correspondence from the authorised contact person or owner. The request must include all of the following: Practice ID Practice name Practice address Name of the owner of the RA number RA number to be added or removed If number is to be added or removed Has the practice provided the above information? Yes, go to Step 2 No: check the rest of the details and call the practice complete the security check and assist them action the request
2	Log into systems Log on to these systems: PIP Online, or WIP - Practice Stream Online
3	Search for the practice Search for the practice in PIP Online or WIP - Practice Stream Online. On the Practice Search screen: key the Practice ID select Search the Search Results will show Check if the practice name and address on the practice profile match the details on the written correspondence. If the details: match, go to Step 4 do not match, check the company or trading name: Select the Practice ID, The Practice Summary screen will show Select Practice Details from the Main menu Select Ownership Details from the dropdown, the Ownership Details screen will show Do these details match the details provided? Yes, go to Step 4 No: check that the Practice ID keyed is correct if the practice cannot be identified, call the practice. Complete the security check and assist them action the request
4	Check correspondence is signed by an authorised contact person or owner To check the registered authorised contact person or owner, see Enquiry Management for PIP and WIP - Practice Stream. Is the written correspondence signed by an authorised contact person or owner? Yes, go to Step 5 No, return the written correspondence back to the practice, go to Step 9
5	Check the person is an owner/authorised contact person Use the Practice Details and Owner Details screens to check the person is registered as an authorised contact person or owner. See Enquiry Management for PIP and WIP – Practice Stream. Is the person listed? Yes, go to Step 6 No, a RA number cannot be added unless they are registered as an authorised contact person Ask them to submit the Practice Owner, Practice Incentives Change of practice ownership (IP010) and/or Authorised contact person, Practice Incentives Change of practice details (IP005) form Return the form to the practice, go to Step 9
6	Check for a RA Number Select Practice Staff System Access from the Main menu The Practice Staff System Access screen will show Does the person currently have a linked RA Number? Yes, go to Step 7 No, link RA number, see Table 4
7	Check registered RA Number Does the currently linked RA Number match the new RA number provided? Yes, procedure ends here. Add a processing note and finalise work item in PaNDA as Complete, Already Completed No, go to Step 8
8	Check new RA Number provided Check if the new RA number on the written correspondence is correct: Search for the PRODA account, see Table 5 Is the new RA number for the correct person and does it need to be updated on the practice profile? Yes, RA number of practice profile will need to be removed first before linking the new RA number. See Table 4 No, return the form back to the practice, go to Step 9
9	Return an incomplete request Return the request to the practice. Use the Request for more information for PIP and WIP - Practice Stream (z1736) letter If the Practice ID is missing, incorrect or the practice cannot be identified, use the name and address on the request. If no contact name, use 'Practice Manager' Upload letter and written correspondence to the practice profile. Upload the documents to PaNDA only if the Practice ID is missing, incorrect or the practice cannot be identified Finalise the work item as Complete, Request rejected in PaNDA

Assess request to update a RA number – verbal request

Table 3

Step	Action
1	Log into systems Log on to these systems: PIP Online, or WIP - Practice Stream Online
2	Search for the practice Search for the practice in PIP Online or WIP - Practice Stream Online. On the Practice Search screen: key the Practice ID select Search the Search Results will show Check if the practice name and address on the practice profile match the details on the written correspondence. If the details: match, go to Step 3 do not match, check the company or trading name: Select the Practice ID, the Practice Summary screen will show Select Practice Details from the Main menu Select Ownership Details from the dropdown, the Ownership Details screen will show Do these details match the details provided? Yes, go to Step 3 No: tell the caller do not have the correct Practice ID. Check if they can provide other details to correctly identify the practice. If they can, proceed with the call and locate the correct practice if the practice cannot be identified, tell the caller no information can be updated. The practice details do not match or the practice cannot be found. Procedure ends here Note: there is no limit to the questions that can be asked to confirm the correct practice.
3	Practice staff system access Check if the person registered on the practice profile is an authorised contact person or owner. Select Practice Staff System Access from the Main menu The Practice Staff System Access screen will show Is the person registered? Yes, go to Step 4 No, tell the caller that a RA number cannot be added unless they are registered as an authorised contact person Ask them to register as Authorised contact person, Practice Incentives Change of practice details (IP005) or Practice Owner, Practice Incentives Change of practice ownership (IP010) form Procedure ends here
4	Check for a RA Number Does the person currently have a linked RA Number? Yes, go to Step 5 No, link RA number, see Table 4
5	Check registered RA Number Does the currently linked RA Number match the new RA number provided? Yes, finalise phone call, procedure ends here No, the RA number on practice profile will need to be removed before linking the new RA number, see Table 4
6	Confirm the caller's identity and RA number in PRODA If the caller is not the owner of the RA number, verbal permission must be provided by the owner to conduct a PRODA search. If the owner of the RA number is not available to provide verbal permission, the phone call cannot proceed. Tell the caller to get the correct RA number or call back when the owner of the RA number is available. See Table 5 to conduct a search for a RA number. Has the identity of the caller been confirmed in PRODA? Yes, to update the RA, see Table 4 No: tell the caller that information cannot be updated as the details of the owner of the RA number is not confirmed. They can call eBusiness to confirm details finalise phone call

Update a RA number

Table 4

Step	Action
1	Remove a RA number To remove a RA number: find the right person listed under Practice owners or authorised contact persons select Remove access from the Action column a confirmation message will show, select Yes repeat this process for each listing under: Practice owners Authorised contact persons
2	Link RA Number To link an RA number: find the right person listed under Practice owners or authorised contact persons key the RA number in the RA Number column select Grant access from the Action column repeat this process for each listing under: Practice owners Authorised contact persons If error message 2042 shows, decide if an RA number override can occur. See the Resources page. Note: Service Officers may need to select Grant Access several times before the system accepts the RA number.
3	PIP consenting practice Is the practice a PIP consenting practice? Yes, procedure ends here No, log on to WIP - Practice Stream Online repeat all steps to update RA number Finalise work item in PaNDA as Complete. Note: do not make updates in WIP - Practice Stream if the practice: is not PIP consenting, and has not provided a separate WIP - Practice Stream practice ID

Search and view a PRODA account

Table 5

Step	Action
1	Log into systems Log on to this system: PRODA
2	PRODA account search Search for a PRODA account using f the Account Search function Key the RA Number Select Search Is a search result found? Yes, go to Step 4 No, go to Step 3
3	PRODA - demographic search Search for a PRODA account using the Demographic Search function: Select/key these details in the right fields: First Name Surname, and Date of birth (DD/MM/YYYY) Select Search Is a search result found? Yes, go to Step 4 No, tell the caller to contact eBusiness
4	Check user details and identity status Check the following account details: User Details, needs to match the person's given name and family name Identity Status, needs to be known Can the account details be verified? Yes, go to Step 6 No, go to Step 5 Note: if there are any discrepancies, decide if an RA number override can occur.
5	Account details not verified Did the person call to link their RA Number? Yes, refer the person to the eBusiness Service Centre. Procedure ends here No, Procedure ends here
6	Check linked services Is the account linked to the HPOS service? Yes, link the RA number. For assistance, see Table 2 No, help the caller link their services, see Table 1