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Aged Care Staff Portal (ACSP) - Management and allocation of work items 065-23070559

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This document explains how work items actioned in the Aged Care Staff Portal (ACSP) are allocated and managed.

On this page:

Using the Aged Care Staff Portal for Worklist Management purposes

Work Optimiser - Health

Using the Aged Care Staff Portal for Worklist Management purposes

Table 1

Expand table

Step

Action

1

Menu options for the Worklist search

This table:

  • applies to all care types
  • is for the Aged Care Payments Team (Health Service Delivery Division) only

Users can:

  • retrieve, and view their work
  • view their teams work, and
  • search for tasks

Log onto ACSP.

Choose from the following menu options:

2

To go to the Worklist screen

Use either option to go to the Worklist screen:

  • Main menu (Hamburger button)
    • Select the Main menu icon
    • Select Worklist
    • The Worklist screen displays
  • Home page
    • Select the Main menu icon
    • Select the ACSP home page
    • Select the All searches menu tab
    • Select the Worklist tile under the All searches menu tab
    • The Worklist screen displays
    • The Worklist screen is also be found under the Administration menu tab

3

Use the Worklist screen

Note: users must have the appropriate business role to access the My teams work and Task search tab.

See the Aged Care Staff Portal Security User Matrix for the business roles needed to do this.

Use the Worklist screen to select the following tabs:

Procedure ends here.

4

Use the Retrieve work screen

Select Retrieve Work to retrieve an available item, the Work item type screen displays.

Select:

  • the relevant option in the Work item type dropdown menu:
    • AllActivity – 70-day update
    • Activity – Approve AC10 Form
    • Activity – Date of death discrepancy
    • Activity – Invoicing and unspent fund update
    • Activity - Overlapping RAD/DAP hardship
    • Activity - Retrospective claim calculation
    • Auto advance approval
    • Bank details change
    • Care recipient matching through aged care care assessment
    • Claim approval
    • Claim escalation
    • Claim refinalise
    • Dementia supplement (pre 1 November 2025)
    • Enteral feeding supplement claim
    • Entry event
    • External organisation user access request
    • Global note approval
    • Global note update
    • Leave event
    • Manual adjustment approval
    • Manual advance approval
    • Name changes (including DOB)
    • Oxygen supplement claim
    • Refund decision
  • the Retrieve work button:
    • If there are no available tasks based on retrieve work criteria, the No work available for the selected work item information message displays
    • If there are available tasks based on the search criteria, tasks populates in the Task details section

The Task details tab displays relevant information which may include:

  • Task ID
  • Task Description
  • Care Recipient Name
  • Care Recipient ID
  • Care Type
  • Service ID
  • Service NAPS ID
  • Service Name
  • Document Type
  • Document Number
  • Document Category Description
  • Task Profile Description
  • Assigned to
  • Created By
  • Created Date
  • Updated By
  • Updated At

Depending on the type of task selected, certain fields may not populate. All tasks on the screen must have an action of:

  • Assign to user
  • Unassign, or
  • Process

Select Related tasks to see the:

  • Search results table
  • Go to worklist button, and
  • Export CSV button

The Search results display the following details in a table format:

  • Task ID - displays a hyperlink. Select the hyperlink to view individual task details
  • Task description
  • Care recipient
  • Service name
  • Status - displays either:
    • New
    • Approved
    • Rejected or
    • Deleted
  • Assigned to
  • Days pending
  • the number of records display from the Show records dropdown list (bottom left corner of the screen)

Select the Export CSV button, to export table items:

  • A message appears advising you are about to export table items, are you sure you want to export?
    • Select Yes, a CSV file of the search results downloads
    • Select No, returns to the related tasks screen

5

Use the My Work tab

Note: the Assigned to user field displays the username that the work items are allocated to.

Users can use the My work tab to view their relevant work items.

Select:

  • the relevant option in the Status dropdown menu - defaults to New
  • the Search button:
    • the Search result displays all relevant work items assigned to the Service Officer

The Search results displays the following details in a table format:

  • Task ID - displays a hyperlink. Select the hyperlink to view individual task details
  • Task description
  • Care recipient
  • Service name
  • Status displays either:
    • New
    • Approved
    • Rejected, or
    • Deleted
  • Assigned to
  • Days pending

Users can select:

  • Clear to return to the default values in the My Work fields
  • the number of records display from the Show records dropdown list (bottom left corner of the screen)
  • Export CSV to download a copy of the search results

Procedure ends here.

6

Use the My team’s work tab

Note: users must have the appropriate business role to access the My teams work tab.

See the Aged Care Staff Portal Security User Matrix for the business roles needed to do this.

Use the My team’s work tab to view the team’s relevant work items.

Select:

  • the relevant option in the Status dropdown menu - defaults to New
  • the Search button:
    • the Search result displays all relevant work items assigned to the Service Officer

The Search results displays the following details in a table format:

  • Task ID - displays a hyperlink. Select the hyperlink to view individual task details
  • Task description
  • Care recipient
  • Service name
  • Status displays either:
    • New
    • Approved
    • Rejected, or
    • Deleted
  • Assigned to
  • Days pending

Users can select:

  • Clear to return to the default values in the My team’s work fields
  • the number of records display from the Show records dropdown list (bottom left corner of the screen)
  • Export CSV to download a copy of the search results

Procedure ends here.

7

Use the Task search tab

Note: users must have the appropriate business role to access the Task search tab.

See the Aged Care Staff Portal Security User Matrix for the business roles needed to do this.

Use the Task search tab to view the relevant work items that are unassigned or assigned to various users.

To search for the relevant task, users can either do the following or complete the fields to narrow down the search:

  • select the relevant option in the Work item type dropdown menu - this field defaults to All
  • key in the care recipient ID in the Care Recipient ID field - this field has a 11 character limit
  • key in the Service ID in the Service NAPS ID field - this field has an 11 character limit
  • key in the document number in the Document number field - this field has an 11 character limit
  • select the relevant option in the Document category dropdown menu - this field defaults to All
  • select the relevant option in the Status dropdown menu - this field defaults to New
  • key in the relevant assigned user/s ID or name in the Assigned to user(s) field - this field has a 500 character limit
  • select the Search button:
    • the Search result displays all relevant searched work items

The Search Results table displays the following:

  • Task ID - displays a hyperlink. Select the hyperlink to view individual task details
  • Task description
  • Care recipient
  • Service name
  • Status displays either:
    • New
    • Approved
    • Rejected, or
    • Deleted
  • Assigned to
  • Days pending

Users can select:

  • Clear to return to the default values in the Task search fields
  • the number of records display from the Show records dropdown list (bottom left corner of the screen)
  • Export CSV to download a copy of the search results

Procedure ends here.

8

To assign a task

Note: all fields are optional unless marked with an asterisk.

Select Assign to user on the Task details screen.

The Assign to User popup notification displays.

To assign the task:

  • A Team Leader will enter the staff member’s log on ID in the Assign To user* field:
    • the User ID field starts to auto populate based on what the user has input
    • no error messages display if user is invalid
  • Select Assign:
    • if the User ID is valid, a pop up notification closes, and the task is assigned to the relevant team member
    • the Assigned To field then updates with the User ID

9

To unassign a task
  • Select the Task ID in the Search Results table to take you to the Task details screen
  • Select the Unassign button
    • selecting this button displays the Assign to user button and Assign to me button
    • to assign the task to another user, go to Step 8
    • selecting the Assign to me button reassigns the task back to the user
    • the Assigned To field appears blank

Procedure ends here.

10

To process a task

Note: all Services Australia staff members can process items.

  • Select Retrieve Work to get an available item
  • The Work item type screen displays.

Select:

  • the relevant option in the Work item type dropdown menu:
    • Defaults to Auto advance approval
  • the Retrieve work button:
    • The Search result displays all relevant work items assigned to the Service Officer
  • select the Process button
    • selecting this button displays the task in the appropriate screen

Process ends here.


Work Optimiser - Health

Table 2: this table describes how staff access allocated work in Work Optimiser - Health and process those work types in the ACSP. The type of work depends on the skill tags assigned to the user.

Expand table

Step

Action

1

Work Optimiser - Health

Log into Work Optimiser and select Work Optimiser - Health.

The Work Optimiser - Health Home screen displays.

Go to the Worklist tile

  • To receive a new work item in Work Optimiser - Health, select either the Ready or Quick Ready button once at bottom right of the Worklist screen
  • Once a work item is selected and opened, staff must select the Open in Aged Care Staff Portal button to complete required processing in the Aged Care Staff Portal (ACSP)

Staff may be allocated various work types from the list below depending on skill tags assigned.

To process:

2

Auto-advance Approval

When allocated Auto-advance Approval for processing, see the Using the Aged Care Staff Portal (ACSP) to manage automatic advances for residential aged care services (Service in Context) table.

3

Bank Details Changes (Approvals)

If an internal user registers the Bank Details Changes (Approval):

  • Go to AC bank details folder in PaNDA and locate the AC015 by using the NAPS ID
  • When Approved, add a PaNDA note and Reassign to the services office who processed the AC015 that was approved.

When allocated Bank Details Changes (Approvals) for processing, see the Using the Aged Care Staff Portal for viewing and/or managing aged care services’ bank account details (Service in Context) table.

4

Care Recipient Matching through aged care, care assessment

When allocated Care Recipient Matching through care assessment for processing, see the Match or create care recipient in Aged Care Staff Portal table.

5

Claim Approval for Home Care (pre 1 November 2025), Short Term Restorative Care (pre 1 November 2025) or Transition Care

When allocated Claim Approvals for processing, see the Using the Aged Care Staff Portal home page table.

6

Claim Approval for Residential Care

When allocated Claim Approvals for processing, see the Checking the residential care monthly claim form table.

7

Claim Approval for Support at Home

When allocated claim approvals for processing, see Table 13 in Aged Care Staff Portal (ACSP) – Service in Context.

8

Claim refinalise

When allocated Claim refinalise for processing, see the Using the Aged Care Staff Portal home page table.

9

Dementia Supplement (pre 1 November 2025)

When allocated Dementia Supplement for processing, see the View and maintain Dementia and Cognition Supplement details for care recipients in ACSP table.

10

Enteral Feeding Supplement Claim for Residential Care

When allocated Enteral Feeding Supplement Claim for processing, see Table 1 in Oxygen and Enteral Feeding Supplement for aged care services.

11

Enteral Feeding Supplement Claim for Home Care (pre 1 November 2025) or Support at Home

When allocated Enteral Feeding Supplement Claim for Home Care (pre 1 November 2025) or Support at Home for processing, see Table 1 in Oxygen and Enteral Feeding Supplement for aged care services.

12

Entry Event

When allocated Entry Event for processing, see the Aged Care Staff Portal (ACSP) – Service in Context and locate the entry event process for the relevant care type table.

13

External Organisation User Access Request

When allocated External Organisation User Access Request for processing, see the Managing external users’ access requests in the Aged Care Staff Portal table.

14

Global Notes for Payment Statement (Approval or Update)

When allocated Global Notes approvals or updates for processing, see Table 25 in Aged Care Staff Portal (ACSP) - Service in Context.

15

Leave Event

When allocated Leave Event for processing, see Table 2 in Aged Care leave.

16

Manual Adjustment Approval for all care types

Note: Locating Manual Adjustment request from PaNDA.

  • Staff will upload all the relevant calculations, supporting documentation and email trails into PaNDA
  • Staff will assign the PaNDA work item for delegation approval
  • Subject matter expert who is allocated the manual adjustment approval will go to AC Adjustment folder in PaNDA and locate the manual adjustment request by searching for care recipient name or NAPS ID.
  • When approved, add a PaNDA note and Reassign to the services office who processed the Manual adjustment request that it was approved.

When allocated Manual Adjustment Approval for processing, see the Approve or reject a manual adjustment table.

17

Manual Advance Approval

When allocated Manual Advance Approval for processing, see the Using the Aged Care Staff Portal (ACSP) to manage manual advances for residential aged care services (Service in Context) table.

18

Name Change Approval

When allocated Name Change Approval for processing, see Step 2 in the Approve Name Changes in the Aged Care Staff Portal table.

19

Oxygen Supplement Claim

When allocated Oxygen Supplement Claim for processing, see Table 1 in Oxygen and Enteral Feeding Supplement for aged care services.

20

Oxygen Supplement Claim for Home Care (pre 1 November 2025) or Support at Home

When allocated Oxygen Supplement Claim for processing, see Table 1 in Oxygen and Enteral Feeding Supplement for aged care services.

21

Rad/Dap Hardship change of circumstances

When allocated Rad/Dap Hardship change of circumstances for processing. See Overlapping RAD/DAP Hardship Activities in the Aged Care Staff Portal (ACSP).

22

Refund Decision

When allocated Refund Decision for processing, see the Using the Aged Care Staff Portal for the Reviews menu tab table.

23

Retro Check Update

These work items are allocated to appropriate staff when Residential care changes occur in the ACSP for periods prior to 1 July 2015. An assessment is required to determine whether a manual adjustment should be calculated and processed as the system will not automatically calculate adjustments for periods prior to 1 July 2015.