Email triage for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream 012-20052734

• Open Microsoft Office Outlook.
• Select the relevant Incentive Programs Delivery (IPD) PIP team or WIP Program Management (Payments team) email box.
• Select Inbox

Select the email with the earliest lodgement date and time stamp. Open and assess the email.

Action the email:

• Respond, conduct a security check, see Table 3
• Delete, go to Step 3
• HPOS Notifications, go to Step 5
• Attention to staff member, go to Step 6
• Forward to KOFAX, go to Step 7
• Recovery/Overpayments, go to Step 10
• Other programs, go to Step 11
• Unable to respond, go to Step 12
• Respond via phone call, go to Step 13
• General Practice in Aged Care Incentive (GPACI) enquiry, forward directly to the Incentives Policy team. Program Management will respond to these emails. Note: do not create a PaNDA work item for GPACI emails. Do not escalate to LPS. Procedure ends here

Delete any non work-related emails.

When an email is received from mail content manager, assess the email. If the email is:

• Spam, delete the email. Procedure ends here
• Work-related, go to Step 4

Send a request to release the email:

• Select the mail releases link in the body of the email
• Key details into the body of the email:
• Logon ID
• Phone number of operator
• Date of email
• Sender’s email
• Subject line of email
• Select Send
• Select Official as the email classification
• Select Send

Add a comment to the email:

• Select Action
• Select Edit Message
• Key the following comment- Request for email to be released sent [DD/MM/YYYY] – [Operator Number and Date]
• Close the email (a warning message will show)
• Select Yes
• File the original email in the Mail Release Request folder
• Procedure ends here

A work item must be created for HPOS notifications from PIP NO REPLY – HPOS Notification for Ownership Details or Relocation.

• Create PaNDA work item. See Work Optimiser for staff
• File the original email in HPOS NOTIFICATIONS > PIP NO REPLY – PaNDA Uploads
• Procedure ends here

See Resources Table 1 for information on identifying these emails.

If the HPOS notification is from PIP NO REPLY – HPOS Mail Centre Alerts:

• File in HPOS NOTIFICATIONS – PIP NO REPLY > HPOS Mail Centre Alerts
• Procedure ends here

See Table 5 for how to action HPOS email.

Forward the email:

• Select Forward
• Key the relevant recipient in the To field: Service Delivery staff member, staff member’s name
• Select Send
• Select Official as the email classification
• Select Send

A list of staff member’s names is available on the shared drive R:SA\ADEL-209-Greenhill\SPS_Eastwood\Contacts.

File the original email and the sent email (from the sent folder) in the applicable work type folder under Incentive Worktypes.

If the staff member is not available, see your Team Leader.

Procedure ends here.

Forward all requests to update practice or provider details to KOFAX.

Is there an attachment?

• Yes, go to Step 8
• No, go to Step 9

Is the attachment in PDF format?

• Yes, go to Step 9
• No, respond to the practice using the NON PDF email template. See Table 4

Forward the email to KOFAX:

• Select Forward
• Send to the Incentives KOFAX team
• Select Unclassified as the email classification
• Select Send
• File original email in KOFAX – FORWARDED folder in the relevant year and month
• Procedure ends here

A PaNDA work item must be created for overpayment notifications.

• Create PaNDA work item. See Work Optimiser for staff
• Add comment to the email:
• Select Action
• Select Edit Message
• Key the following comment -Created PaNDA Work Item – [Operator Number and Date]
• Close the email (a warning message will show)
• Select Yes
• File the original email in Incentive Worktypes folder in Recovery/Overpayments
• Procedure ends here

Check the email to see which program the email relates to.

Forward the email to the relevant program:

• Select Forward
• Key the other program’s email address in the To field
• Search Useful contact information for Services Australia contacts
• Select Send
• Select Official as the email classification
• Select Send

If the program cannot be identified, discuss possible actions with your Team Leader.

Add comment to the email:

• Select Action
• Select Edit Message
• Key the following comment - Email forwarded to [area email was forwarded to]
• Close the email (a warning message will show)
• Select Yes
• File email in Other Programs folder

For help with wording or if further investigation is needed, escalate to Local peer Support (LPS). See Table 2.

Triage staff will determine whether a verbal response is acceptable to resolve an email query on a case-by-case basis. If unsure, escalate to LPS.

When a verbal response is deemed appropriate, Service Officers must:

• confirm the email is from an owner or authorised contact person before calling a practice
• complete a telephone security check before discussing specific information about the practice. See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream.

Note: if a phone call does not resolve the enquiry, a response must be provided in writing.

Was the enquiry resolved with a phone call?

• Yes, add comment to the email:
• Select Action
• Select Edit Message
• Key date and time of phone call
• Key who you spoke to
• Key summary of the information discussed in the phone call
• Close the email (a warning message will show)
• Select Yes
• File email in the applicable work type folder under Incentive Worktypes
• Procedure ends here
• No, a written response must be sent. See Table 4

A PaNDA work item must be created for all escalated emails. This tracks the movement of work and the business area responsible.

• Create a PDF of the email
• Save PDF to desk top
• Select PANDA Document Upload
• Upload Type: Create New Work Item
• Upload Document: Upload saved PDF
• DOL: date of email
• Program: Incentives
• Work Type: INC_PSO_ESCALATION
• Practice ID field: practice ID/practice name or provider number/provider name
• Practice Name field: Email [Escalation Code]
• Add a processing note
• Select Assign to me on creation
• Select Upload Document
• Delete the created PDF from your desktop

Note: it may take a few minutes for the work item to appear in your work list. The PaNDA work item ID must be recorded in the next step.

From the email box:

• Select Forward
• Add the PaNDA work item ID – practice ID/practice name or provider number/provider name – escalation code to the subject line
• Open email triage escalation template located at R:SA\ADEL-209-Greenhill\INCENTIVESWORKFLOW\Email Templates\Email Triage – SO Escalation
• Complete the required fields in the escalation template up to and including the SO Request field
• Copy and paste the table into the body of the email being escalated
• Forward email to LPS positional email

PaNDA Work Item:

• Unassign PANDA work item using Service Support Referral reason
• Work item must remain in Open Status

Respond to the customer to say their enquiry is under investigation:

• Select Forward
• Copy and paste the Response to customer when forwarded to national office for advice template into the body of the email
• Complete the missing details where necessary
• Select Send
• Select Official as the email classification
• Select Send

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream.

Add a comment to the original email:

• Select Action
• Select Edit Message
• Key the following details:
• the assessing steps taken
• other relevant information
• Close the email (a warning message will show)
• Select Yes

Categorise the email to the Service Officer:

• Right click on the email
• Select Categorise
• Select Service Officer’s name and colour

File the email in the Tier 2 - Escalated folder. The email stays in this folder until the escalation is returned.

See Table 5 for returned escalations.

If the request relates to the:

• PIP/WIP – Practice Stream, go to Step 2
• ACAI, go to Step 3

If the email is requesting generic information and staff do not need to access practice or provider details to respond:

• do not conduct security check
• the practice ID or practice name is not required

Only send emails to an owner or authorised contact person.

If it is unclear that the email is from an owner or authorised contact person, additional checking must be done. This may include asking for the message to be sent via HPOS or calling the practice to confirm the email.

Is the email from an owner or authorised contact person?

• Yes, see Table 4
• No, go to Step 4

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more information.

ACAI payment details can only be provided directly to the general practitioner (GP). If it is not clear that the email is from the GP, additional checking is required (e.g. calling the GP to confirm the email).

If the provider number or GP name is not needed to address the enquiry, do not request this information.

To check the GP:

• Log on to the Provider Directory System (PDS)
• Select Provider
• Select View
• Key Provider Stem (first 6 digits) in the Search ID field
• Select Provider Stem from the ID Type drop down
• Select Search

Does the GP name match the details in the email?

• Yes, see Table 4
• No, go to Step 4

See Enquiry management for Practice Incentives Program (PIP) and Workforce Incentive Program (WIP) - Practice Stream for more information.

Respond to the email:

• Locate the appropriate email template:
• PIP and WIP – Practice Stream, adding an authorised contact (enquiry not from ACP)
• ACAI, PIP ACAI email address mismatch
• Copy and paste the template into the body of the email
• Complete the missing template details where necessary
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) into the applicable Incentive Worktypes folder

If the email relates to an enquiry that has:

• a template response available, go to Step 2
• pre-approved wording, go to Step 3
• no template response or pre-approved wording, escalate to LPS. See Table 2

Respond to the email:

• Locate the appropriate email template from the Resources page
• Copy and paste the template into the body of the email
• Complete any missing details
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) in the applicable Incentive Work types folder
• Procedure ends here

Service Officers:

• can create the email response if an enquiry can be answered based on:
• current guidelines
• previously approved standard wording, or
• a previous reply to an identical enquiry
• must not change previously supplied words, or information taken from approved sources (e.g. a standard response or a previous reply) when developing a new response to a unique enquiry
• escalate to Program Management via LPS any enquires that cannot be answered using previously supplied words (templates or guidelines) or identical responses
• must not change any wording provided by Program Management

Can the enquiry be responded to using wording in current guidelines, previously approved standard wording or a previous reply to an identical enquiry?

• Yes:
• Select Reply
• Use available information from the guidelines, website or other relevant references. Where possible, copy and paste the relevant wording in the body of the email
• Read through the email to make sure it is correct, makes sense and answers the query
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) in the relevant Incentive Worktypes folder
• Procedure ends here
• No, escalate to LPS. See Table 2

Guidelines for email responses:

• When referring to payment releases in an email response, use ‘the payment will be directed in due course’. Avoid using words such as shortly or soon.
• Do not request supporting information unless it is specifically required for assessment purposes. Requesting or collecting unnecessary data is a breach of Services Australia’s obligations under the Privacy Act
• Correspondence that contains personal information must not be sent by an unsecured email:
• it must be sent via post or HPOS
• this includes information that the customer included in their email
• if the customers email contains personal information, do not include the email trail in your response
• this does not apply to HPOS messaging as HPOS is secure

When an escalation has been returned from LPS, respond to the enquiry email using the wording provided:

• Locate original email in Tier 2 – Escalated folder
• Select Reply
• Copy and paste the response in the body of the email. Make sure it:
• is correct
• makes sense
• answers the query
• Select Send
• Select Official as the email classification
• Select Send
• File the original and the reply email (located in the Sent folder) in the relevant Incentive Worktypes folder
• Procedure ends here

Log on to HPOS Support

• Select Mail Centres from the Main menu
• Select PIP or WIP – Practice Stream from the drop down:
• A list of outstanding HPOS messages will show

Select the message with the earliest lodgement date and time stamp. Open and assess the message.

Note: for a General Practice in Aged Care Incentive (GPACI) enquiry, forward directly to the Incentives Policy team. Program Management will respond to these emails. Do not create a PaNDA work item for GPACI emails. Do not escalate to LPS.

Action the email according to the following:

• Respond, go to Step 3
• Request to update practice or provider details, go to Step 6
• Escalate, go to Step 7

If the email is requesting generic information and staff do not need to access practice or provider details to respond:

• do not conduct security check
• the practice ID or practice name is not required

Identify the RA number and name of the sender in the From field.

Check these details are from an owner or authorised contact person of the practice:

• Search for the practice in PIP or WIP – PS Online
• Select Practice Staff System Access from the Main menu
• The practice Staff System Access screen will show

Do these details match the details on the practice profile?

• Yes, go to Step 4
• No, go to Step 5

If help is needed because appropriate or approved wording is not available, or if escalating for further investigation, go to Step 7.

HPOS messages must:

• be in plain text
• not use special characters
• not include links
• have formatting checked before sending

Send a response to the HPOS message:

• Select Reply
• Copy and paste the appropriate email template in the body of the message. If a template is not available:
• use information from guidelines, website or other relevant references
• copy and paste the relevant information if necessary
• make sure the information is correct, makes sense and answers the query
• Upload any attachments (if applicable)
• Select Send
• Go to Step 8

Respond to the email:

• Select Reply
• Locate the relevant email template for adding an authorised contact person (enquiry not from ACP)
• Copy and paste the template in the body of the message
• Complete the missing template details where necessary
• Select Send
• Go to Step 8

Forward all requests to update practice or provider details directly to the relevant external email box.

• Select Individual from the Forward to drop down
• Key Incentives KOFAX team email box address
• Select Forward
• Got to Step 8

For help with wording or if escalating for further investigation, forward the message to the relevant external email box:

• Select Individual from the Forward to drop down
• Key either the PIP or WIP email box address
• Select Forward
• File the message
• Select Filed from the Move to drop down
• Select Move

When a response is received, Service Officers must:

• retrieve the original email in the Filed section in the HPOS Mail Centre
• send a response using the wording provided
• go to Step 4

File the message:

• Select Filed from the Move to drop down
• Select Move

Log on to HPOS Support

• Select Mail Centres from the Main menu
• Select PIP or WIP – Practice Stream from the drop down:
• The PIP Mail Centre screen will show

• Select Filed
• The PIP Mail Centre – Filed screen will show
• Key Practice ID or Provider Stem/RA Number
• Select the relevant radio button
• Key the Practice ID, Provider Stem or RA Number
• Range:
• Select the relevant radio button
• If date range (below), key the date range the message was received
• Select Search