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

This document provides an overview of JCA and details about the appropriate action(s) to take if a customer does not attend a scheduled appointment.

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Customer did not attend first scheduled appointment

Customer did not attend second scheduled appointment

Customer did not attend first scheduled appointment

Table 1: is for use by PROFAPS6 Assessors in Assessment Services Branch only.

Step	Action
1	Customer did not attend scheduled appointment (face to face, phone or video conference) 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
2	Assessment format can be varied to file format 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
3	Remote customers only 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)

Customer did not attend second scheduled appointment

Table 2: is for use by PROFAPS6 Assessors in Assessment Services Branch only.

Step	Action
1	Customer did not attend second scheduled appointment 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
2	Assessment format can be varied to file format 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)
3	Finalise the appointment and report outcome in ESSWeb 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)
4	Cancel the Job Capacity Assessment Referral Transaction in Process Direct Select the Transactions tab Locate the Job Capacity Assessment - Initial Submission referral Select the referral ID Select Confirm
5	Notify Disability Processing Team (DIS) of JCA report outcome When a customer does not attend 2 scheduled appointments, 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