Non-attendance at Job Capacity Assessments (JCA) appointments 008-25022123

If the customer has not attended the scheduled appointment, the assessor must:

• check that 2 outbound call attempts (at least 15 minutes apart) were made to the customer and/or nominee at the scheduled appointment time. This includes deployment of pre-call notification (SMS) where the customer is subscribed to electronic messaging, and
• document all unsuccessful call attempts on the customer's record by annotating the relevant DOC. For example, Disability Support Pension (DSP) Progress DOC in Process Direct:
• Date
• Time, and
• Outcome of these contact attempts

If the customer is:

• identified as residing in a remote and/or very remote geographic location, or
• booked into a defined remote site in ESSWeb, go to Step 3

Is the recommendation of the assessor that medical eligibility is met or does the customer meet the guidelines for file format in Table 2 in Job Capacity Assessments (JCA)?

• Yes, go to Step 2
• No, in ESSWeb:
• Record the appointment outcome as did not attend - follow up (DNAf), and
• Reschedule the appointment at least 5 working days in advance, and issue notification of the appointment.
  When rescheduling appointments for a customer notified by post, a minimum of 6 working days is required
• Procedure ends here

The assessor:

• can vary the interview format in the JCA report to file format and complete the assessment in ESSWeb
• must:
• record the date, time and outcome of each contact attempt in the assessment summary of the JCA report, and
• consider if they should contact the Treating Health Professional (THP) to complete the assessment. See Table 3 in Job Capacity Assessments (JCA). Procedure ends here

Consideration of a file assessment may occur:

• for customers identified as:
• living in a remote and/or very remote geographic location, or
• booked into a defined remote site in ESSWeb, and
• only if the customer:
• did not attend the first scheduled appointment, and
• is not reachable for a second scheduled appointment

If a file assessment is considered appropriate and the customer is:

• likely to meet medical eligibility, the remote assessor must:
• consider if THP contact is required, see Table 3 in Job Capacity Assessments (JCA)
• unlikely to meet medical eligibility based on available medical evidence, the remote assessor must:
• make 2 genuine attempts to contact the THP
• document all attempts regardless of the success of THP contact by creating a discussion reference in the JCA report, and
• document details of the discussion/attempts as per, see Table 3 in Job Capacity Assessments (JCA)

If the customer has not attended the second scheduled appointment, the assessor must:

• confirm the customer and/or nominee was given appropriate notice to attend the appointment
• check that 2 outbound call attempts (at least 15 minutes apart) were made to the customer and/or nominee at the scheduled appointment time. This includes deployment of pre-call notification (SMS) where the customer subscribes to electronic messaging, and
• document all unsuccessful call attempts on the customer's record by annotating the relevant DOC. For example, Disability Support Pension (DSP) Progress DOC in Process Direct:
• Date
• Time, and
• Outcome of these contact attempts

If the customer and/or nominee do not attend the 2 scheduled appointments, the assessors can use file format to complete the assessment This applies only if the below process has been followed:

• The customer and/or nominee were given appropriate notice, of at least 5 working days to attend at least 2 scheduled appointments
• 2 outbound call attempts (at least 15 minutes apart), including:
• The deployment of pre-call notification SMS where the customer subscribes to electronic messaging, were unsuccessful, and have been documented in the relevant DOC on the customer's record
• The customer and/or nominee's initial appointment was rescheduled for failure to attend

Does the customer meet the guidelines to vary the mode to file format?

• Yes, go to Step 2
• No, go to Step 3

The assessor:

• can vary the interview format in the JCA report to file format and complete the assessment in ESSWeb
• must:
• record the date, time and outcome of each contact attempt in the assessment summary of the JCA report, and
• consider if they should contact the Treating Health Professional (THP) to complete the assessment, see Table 3 in Job Capacity Assessments(JCA)

Assessors must make sure that the JCA report and appointment outcomes are completed in ESSWeb.

• Finalise the report as Unable to Complete - Did not attend, and
• Record the appointment as Did not attend (DNA)

When a customer wishes to withdraw their claim, the Assessor must create the following Fast Note in Process Direct to notify the Disability Processing (DIS) Team:

• use Fast Note - select Auto text, use Disabilities > Claims > DSP JCA Unable to Complete
• edit the Fast Note text to advise of UTC reason
• select Confirm