QOL and QMA dispute processes for face to face, smart centre, Service Delivery Partner and CAO staff 111-21112956

This document explains the Quality On Line (QOL) and Quality Management Application (QMA) dispute process. It applies to staff in Face to Face Services and Smart Centre Operations, Service Delivery Partners and Complex Assessment Officers (CAO).

This dispute process is based on the Quality Dispute Policy.

Step	Action
1	Research before lodging the dispute + Read more ... The dispute must be lodged within the required timeframe. If the staff member was on leave and could not lodge the dispute within 30 days of the quality check being completed, their Team Leader must provide evidence. Make sure overall QOL/QMA accuracy is affected. Either of the following must apply: The error is proficiency impacting: QOL - activity is returned QMA - proficiency impacting (shown on the QMA feedback tile in Process Direct) The QOL/QMA decision is incorrect. Do not lodge a dispute if the overall outcome of the quality check (that is, error or returned) is correct due to other errors identified within the activity Research Operational Blueprint: Make sure the dispute is supported by a business process or policy Submit this evidence when lodging the dispute Check other nationally endorsed references current when the check was completed. For example, Network News Updates (NNU) or Roxy. Request technical support for help to understand a QOL or QMA result and feedback. If lodging a dispute, is the original Quality Checker located in the same site? Yes, go to Step 2 No, go to Step 4
2	Informal dispute resolution + Read more ... Can the dispute be resolved informally through discussion/explanation of the decision with the Quality Checker? Yes. If the Quality Checker: reverses their original decision, go to Step 3 does not reverse their original decision, go to Step 4 No, go to Step 4
3	Quality Checker reverses the decision + Read more ... The Quality Checker must email the SSW Quality Team. Include in the email: cc to the staff member raising the dispute Email subject: Reversal of original quality check decision Email body: Service Officer logon ID Team Leader logon ID Quality Checker logon ID Quality check type - QOL or QMA Sampled or submitted date Benefit type Activity type Activity (AMR) or work item ID Reason decision is reversed SSW Quality Team: In SharePoint, lodge and finalise a QOL/QMA dispute to reflect the reversed decision in SmartTools Send a notification email to all parties when the dispute is finalised Procedure ends here.
4	Finalise actions on customer record + Read more ... Staff member lodging the dispute: Complete all actions on the customer's record as a priority Do not 'HOLD' or leave a 'NOT' or 'STA' activity on the customer's record pending the outcome of a dispute Talk to a team leader if unsure about the correct action to take pending outcome of the dispute
5	Lodge the dispute + Read more ... Open and complete the SSW QOL and QMA Dispute Form. See Resources for a link Do not include any customer identifying details in the form, such as names or Customer Reference Number (CRN) Select Submit a dispute Read and acknowledge the privacy statement Complete all fields (mandatory fields are marked with an asterisk ()): Key the Work Item ID* for QMA, AMR for QOL and the Date the QMA or QOL check was sampled or submitted exactly as they appear in the QOLCheck tool or QMA Feedback tile in Process Direct For QOL - open the QOLCheck tool, select Replay Work and complete search criteria to locate activity details For QMA - select the QMA Feedback tile in Process Direct to view results and comments from Quality Management Officers (QMO) Ensure that all feedback from the check is copied into this section, even if it does not directly relate to the disputed error Document any supporting evidence, including: Relevant Operational Blueprint references (including Table and Step numbers and historical versions if they apply) Other nationally endorsed references current when the quality check was completed. For example, Network News Updates (NNU) or Roxy Select Submit If the form is not completed correctly and there is insufficient information available to assess the dispute, the dispute will be closed and SO notified by email.
6	Dispute progress and outcome + Read more ... To view the progress of the dispute, see the SSW QOL and QMA Disputes page. See Resources for a link. An Independent Reviewer will decide the outcome of the dispute and send a notification email to all parties when the dispute is finalised. Generally, when the QOL/QMA dispute decision is finalised there are no further escalation steps available. However, the staff member should talk to their Team Leader if they have evidence the dispute outcome is potentially incorrect. For this process, see Table 2 Step 13. Does the staff member want to withdraw the dispute? Yes, go to Step 7 No, procedure ends here
7	Withdrawing QOL/QMA disputes + Read more ... Go to My disputes on the SSW QOL and QMA Disputes page. Is the status of the dispute New? Yes: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Scroll to the bottom of the form and select Withdraw No, go to Step 8
8	Withdraw QOL/QMA dispute when the status is not New + Read more ... In My disputes on the SSW QOL and QMA Disputes page: Select Edit. Open the SSW QOL and QMA Dispute Form and find the Independent Reviewer Contact the Independent Reviewer: Ask them to change the status to Return to Pool as New If the Independent Reviewer is not available, email SSW Quality Team When the status is showing as New: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Scroll to the bottom of the form and select Withdraw

Face to face and smart centre - independent review

Table 2: this table describes how Independent Reviewers action Quality On Line (QOL) and Quality Management Application (QMA) disputes lodged by face to face and smart centre staff. It includes the process for staff and team leaders when a staff member has evidence that the dispute outcome is potentially incorrect.

Step	Action
1	Select dispute + Read more ... Do not use the !WSVIEW screen to action disputes. This screen does not provide a complete picture of the data exchange. To select a dispute: Go to the SSW QOL and QMA Disputes page. See Resources for a link Go to Inbox from left hand menu Select the New tab In the Service Delivery column, select Face to Face Services or Smart Centres Operations Action disputes in the following order: disputes with a priority flag from oldest to newest within skillset Select the dispute to review: Select Edit. Open the QOL and QMA Dispute Form Read and acknowledge the privacy statement Key logon ID in the Independent Reviewer field to allocate the dispute If information is missing, contact the Service Officer.
2	Check free text boxes + Read more ... Check the following free text sections for customer identifying information and/or inappropriate comments: QOL checker QMO feedback Reason for dispute Is there any customer identifying information or inappropriate comments? Yes, go to Step 3 No, go to Step 4
3	Remove customer identifying information and inappropriate comments + Read more ... Select Edit to the right of the Dispute details line in the dispute form Remove the customer identifying information Remove or edit inappropriate comments Select the reason from Edits made Select Save changes Give feedback to the staff member using the Staff Feedback Tool.
4	Check if dispute lodged within 30 day timeframe + Read more ... Did the staff member lodge the dispute within 30 days of the quality check? Yes, go to Step 5 No. If the staff member's manager confirms the staff member has: returned from leave in the past 14 days, go to Step 5 not returned from leave in the past 14 days, finalise the dispute. Go to Dispute outcome > Next action and select Dispute not lodged within timeframe. Procedure ends here
5	Check if QOL/QMA check is proficiency impacting + Read more ... Check if the error is proficiency impacting: QOL - activity is returned QMA - states proficiency impacting in the Error Report on the QMA Dashboard Helpdesk tile in Process Direct Is the QOL or QMA check proficiency impacting? Yes, go to Step 6 No: Finalise the dispute. Go to Dispute outcome > Next action and select non proficiency impacting error Procedure ends here
6	Check for duplicate disputes + Read more ... Check if the dispute is a duplicate: Go to the Inbox, select the All Disputes tab Filter the Service Officer column. Select the staff member who lodged the dispute Check for disputes with the same Activity (AMR) or QMA Work Item ID Note: if the AMR displays in the QOLCheck tool more than once, a dispute can be lodged against each return and is not a duplicate Is the dispute a duplicate that has already been lodged? Yes: Email the SSW Quality Team In the email, include both dispute IDs and advise which dispute to delete Procedure ends here No, go to Step 7
7	Check for sufficient information to action the dispute + Read more ... If there is enough information to complete the dispute, go to Step 8. If more information is required: Review the information and try to correct it (for example, AMR or Work Item ID) instead of returning the dispute to the staff member: Select Edit to the right of the Dispute details line in the dispute form Correct information in the relevant field Select QOL/QMA details from Edits made list Select Save changes Note: the AMR or Work Item ID must be correct to ensure that SmartTools is updated if a QOL/QMA decision is overturned. Correct the AMR/Work Item ID if required Go to Step 8 If unable to correct the information, return the dispute to the staff member and ask for more details: In the Independent Reviewer determination field, select either Insufficient evidence or Activity not located The Next action field will auto populate with Finalise and notify Service Officer In the Independent Reviewer comments field, enter comments with the reason for the return Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend the email, go back to the dispute form and update as required Procedure ends here
8	Review the quality decision + Read more ... Identify the facts relevant to the dispute, these may include: Date of event (DOV) for a change of circumstances Date of receipt (DOR) Scanned documents The order of events Use resources (Operational Blueprint, Network News Updates (NNU), policy advice) to review the dispute and make a recommendation. Use only relevant information available at the time of the original check (including historical versions) Use either QOL Check Replay or QMA Dashboard to review the quality check Decide if the staff member and Quality Checker followed the correct procedure If an error is identified, update the customer's record as soon as possible. Do not wait for the outcome of the right of reply process (if implemented) If the QMA Replay function is not available, uphold the dispute if the customer outcome is correct Can the Independent Reviewer finalise the determination without consulting a technical expert or asking for technical or policy advice? Yes, go to Step 10 No, go to Step 9
9	Consult a technical expert or get technical or policy advice + Read more ... If the Independent Reviewer does not have technical expertise to review the dispute, consult with a technical specialist. Seek technical expertise from the: Service Support Officer (SSO) network Service Delivery Support team, or SSO Program Support Manager co-ordinator. They will escalate within SSW Quality to find an appropriate business or policy team If needed, ask for technical or policy advice to make a determination, for example from: Service Delivery Support Team Level 2 Helpdesk Business Process Business Owner If the Independent Reviewer is consulting with a third party: Independent Reviewer determination, select Decision pending technical advice/clarification Independent Reviewer comments, record the third party consultation details. Include who was contacted and what advice was requested When advice is received, go to Step 10.
10	Providing feedback to the original Quality Checker + Read more ... Does additional feedback need to be provided to the Quality Checker? For example, feedback about the quality of the QOL/QMA feedback: Yes: Provide feedback via the Staff Feedback Tool. See Feedback templates on the Resources page Under Service Details, select Programme & Business Assurance > Quality Management > QMA or QOL Complete the remaining fields in the Staff Feedback form, including feedback Select Send Go to Step 11 No, go to Step 11
11	Record the Independent Reviewer determination in the dispute form + Read more ... Independent Reviewer recommendation is: Upheld - agree with the original quality check result. Go to Step 12 Upheld for a different reason - original quality check decision is correct but for a different reason. For example, when other errors or actions were not identified from the initial check. Go to Step 12 Overturned - recommendation is to overturn the original decision. Go to Step 14
12	Decision is Upheld or Upheld for a different reason + Read more ... Update the following fields: Independent Reviewer determination, select either: Upheld Upheld for a different reason Independent Reviewer comments, enter comments supporting the determination Next action will auto populate to Finalise and notify Service Officer Have you provided staff feedback to the QOL checker/QMO, select Yes or No as appropriate If Yes, select the reason for giving staff feedback (multiple options can be selected) Has further action been taken, select Yes or No as appropriate (that is, has the Independent Reviewer taken further action on the customer record): If Yes, document the action taken in the Further action taken field Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend the email, update the dispute form as required The system automatically sends the email explaining the outcome to the: staff member and their Team Leader, and original Quality Checker and their Team Leader If the staff member who lodged the dispute has evidence that the outcome is potentially incorrect, they talk to their Team Leader about this. For this process, go to Step 13. Procedure ends here.
13	Staff member has evidence that the dispute outcome is potentially incorrect + Read more ... If the staff member has evidence that the outcome is potentially incorrect they must talk to their Team Leader. Evidence includes Operational Blueprint and other nationally endorsed references current when the check was completed. For example, Network News Updates (NNU) or Roxy. The Team Leader must collate this evidence and present a case in support of the staff member. The Team Leader emails this to the SSW Quality Team. Include in the email: the original dispute outcome email all evidence supporting the case, that is, reference the Operational Blueprint or other endorsed references The SSW Quality Team will investigate and determine the next steps. Procedure ends here.
14	Decision is overturned + Read more ... When the Independent Reviewer recommends overturning the original Quality Checker's decision, the Quality Checker has a right of reply before the dispute determination is finalised. Record recommendation to overturn the decision. Update the following fields: Independent Reviewer determination, select Overturned Independent Reviewer comments, add comments supporting the recommendation Next action, select Send to QOL checker/QMO for right of reply Select Submit Review the dispute outcome email and select Confirm. To amend the email, update the dispute form as required The system automatically sends the email to the original Quality Checker and their Team Leader. The email includes: the Independent Reviewer's recommendation how to contact the Independent Reviewer if they wish to discuss the recommendation instructions for submitting a right of reply The review will show as 'awaiting reply' until one of the following happens: the original checker 'accepts/agrees with' the Independent Reviewer recommendation - the dispute will auto finalise the original checker submits their response - the dispute status will change to Reply received the 5 business days right of reply period ends with no right of reply received - the dispute will show under the Open tab in the inbox Monitor response in the My Inbox tab from the Dispute management inbox. Does the original Quality Checker need access to the SSW QOL and QMA Disputes page? Yes, go to Step 15 No, procedure ends here
15	Arrange access for the original Quality Checker to the SSW QOL and QMA Disputes page + Read more ... Select Manage QOL checker/QMO access (from the left hand menu) Select the drop down arrow next to New. Select Add Users Key the original Quality Checker logon ID or name and select the correct user Select show options and untick send an email invitation Select Share

Service Delivery Partner - lodge the dispute

Table 3: this table describes how Service Delivery Partner staff lodge a Quality On Line (QOL) and Quality Management Application (QMA) dispute.

Step	Action
1	Research before lodging the dispute + Read more ... The dispute must be lodged within the timeframe in the Service Delivery Partner's timeliness contract. Make sure overall QOL/QMA accuracy is affected. Either of the following must apply: The error is proficiency impacting: QOL - activity is returned QMA - proficiency impacting (shown on the QMA feedback tile) The QOL/QMA decision is incorrect. Do not lodge a dispute if the overall outcome of the Quality Check (that is, error or returned) is correct due to other errors identified within the activity Research Operational Blueprint: Make sure the dispute is supported by a business process or policy Submit the evidence when lodging the dispute Check other nationally endorsed references current when the check was completed. For example, Network News Updates (NNU) or Roxy. Request support from the local support model to understand a QOL or QMA result and feedback. Submit the request to the Quality Team (as per local protocol). The request must include the: Activity (AMR)/Work Item ID QMA information Checker's feedback reason for dispute
2	Finalise actions on customer record + Read more ... Before lodging the dispute: Complete all actions on the customer's record as a priority Do not 'HOLD' or leave a 'NOT' or 'STA' activity on the customer's record pending the outcome of a dispute Talk to a team leader if unsure of the correct action to take pending the outcome of the dispute
3	Lodge the dispute + Read more ... Open and complete the SSW QOL and QMA Dispute Form. See Resources for a link Do not include any customer identifying data in the form, such as names or Customer Reference Number (CRN) Select Submit a dispute Read and acknowledge the privacy statement Complete all fields (mandatory fields are marked with an asterisk ()): Key the Work Item ID* for QMA, AMR for QOL and the Date the QMA or QOL check was sampled or submitted exactly as they appear in the QOLCheck tool or QMA Feedback tile in Process Direct For QOL - open the QOLCheck tool, select Replay Work and complete search criteria to locate activity details For QMA - select the QMA Feedback tile in Process Direct to view results and comments from Quality Management Officers (QMO) Document any supporting evidence, including: Relevant Operational Blueprint references (including Table and Step numbers and historical versions if they apply), and/or Other nationally endorsed references current when the check was completed. For example, NNU or Roxy Select Submit
4	Dispute progress and outcome + Read more ... To view the progress of the dispute, see the SSW QOL and QMA Disputes page. See Resources for a link. An Independent Reviewer will decide the outcome of the dispute and send a notification email to all parties when the dispute is finalised. Generally, when the QOL/QMA dispute decision is finalised there are no further escalation steps available. Does the staff member want to withdraw the dispute? Yes, go to Step 5 No, procedure ends here
5	Withdrawing QOL/QMA disputes + Read more ... To withdraw a QOL/QMA dispute, go to My disputes on the SSW QOL and QMA Disputes page. See Resources for a link Is the status of the dispute New? Yes: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Scroll to the bottom of the form and select Withdraw No, go to Step 6
6	Withdraw QOL/QMA dispute when the status is not New + Read more ... In My disputes on the SSW QOL and QMA Disputes page: Select Edit. Open the SSW QOL and QMA Dispute Form and find the Independent Reviewer Contact the Independent Reviewer: Ask them to change the status to Return to Pool as New If the Independent Reviewer is not available, email the SSW Quality Team When the status is showing as New: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Scroll to the bottom of the form and select Withdraw

Service Delivery Partner - independent review

Table 4: this table describes how Independent Reviewers action Quality On Line (QOL) and Quality Management Application (QMA) disputes lodged by Service Delivery Partner staff.

Step	Action
1	Review the request + Read more ... Go to the SSW QOL and QMA Disputes inbox. See Resources for a link Select the New tab From the Service Delivery column, select either: Service Delivery Partners - Concentrix Service Delivery Partners - TSA Action disputes in the following order: disputes with a priority flag from oldest to newest within skillset Select the dispute to review: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Key logon ID in the SDP Reviewer field to allocate the dispute If information is missing, contact the Service Officer.
2	Check free text boxes + Read more ... Check the following free text sections for customer identifying information and/or inappropriate comments: QOL checker QMO feedback Reason for dispute Is there any customer identifying information or inappropriate comments? Yes, go to Step 3 No, go to Step 4
3	Remove customer identifying information and inappropriate comments + Read more ... Select Edit to the right of the Dispute details line in the dispute form Remove the customer identifying information Remove or edit inappropriate comments Select the reason from Edits made Select Save changes Give feedback to the staff member using the Staff Feedback Tool.
4	Check if the QOL/QMA check is proficiency impacting + Read more ... Check if the error is proficiency impacting: QOL - the activity is returned QMA - states proficiency impacting in the Error Report on the QMA Dashboard Helpdesk tile in Process Direct Is the QOL or QMA check proficiency impacting? Yes, go to Step 5 No, finalise the dispute: Select non proficiency impacting error from the SDP Reviewer Determination field. Add comments Select SDP Reviewer Submit Review the dispute outcome email and select Confirm Procedure ends here
5	Check for duplicate disputes + Read more ... Check if the dispute is a duplicate: Go to the Inbox, select the All Disputes tab Filter the Service Officer column. Select the staff member who lodged the dispute Check for disputes with the same Activity (AMR) or QMA Work Item ID Note: if the AMR displays in the QOLCheck tool more than once, a dispute can be lodged against each return and is not a duplicate Is the dispute a duplicate that has already been lodged? Yes: Email the Service Delivery Partner Service Support Officer (SSO) mailbox In the email, include both dispute IDs and advise which dispute to delete Procedure ends here No, go to Step 6
6	Check for sufficient information to action the dispute + Read more ... If there is enough information to action the dispute, go to Step 7. If more information is required: Review the information and try to correct it (for example, AMR or Work Item ID) instead of returning the dispute to the staff member: Select Edit to the right of the Dispute details line in the dispute form Correct information in relevant the field Select QOL/QMA details from Edits made list Select Save changes Go to Step 7 If unable to correct the information, return the dispute to the staff member and ask for more details: From the SDP Reviewer Determination field, select either Insufficient evidence to support the dispute or The activity cannot be located Add comments to the SDP Review Recommendation field Select SDP Reviewer Submit Review the dispute outcome email and select Confirm to finalise Procedure ends here
7	Make a determination + Read more ... If the Independent Reviewer determination is: Upheld - agree with original QOL/QMA decision: Update SDP Reviewer Determination field to Upheld Add comments to the SDP Review Recommendation field Select SDP Reviewer Submit to finalise Update the customer record with the original QOL/QMA decision. The system automatically sends an automatic email to the staff member and their Team Leader Procedure ends here Recommend Upheld for a different reason - quality check outcome is correct, but for a different reason to the original: Seek further review of the decision by a Service Support Officer (SSO) From the SDP Reviewer Determination field, select Recommend Upheld for a different reason Add comments to the SDP Review Recommendation field and select Save Changes Select Save Changes again to finalise Select Close Procedure ends here Overturned - agree with dispute: Seek further review of the decision by a Service Support Officer (SSO) From SDP Reviewer Determination field select Recommend Overturned Add comments to SDP Review Recommendation field and select Save Changes Select Save Changes again to finalise Select Close Procedure ends here
8	Record dispute outcome + Read more ... Go to the SSW QOL and QMA Disputes page. See Resources for a link Go to Inbox from the left hand menu Select the New tab Select a dispute from the appropriate view: Service Delivery Partners - Concentrix Service Delivery Partners - TSA Action disputes in the following order: disputes with a priority flag from oldest to newest within skillset Select the dispute to review: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Key logon ID in the Independent Reviewer field to allocate the dispute
9	Review the quality check decision + Read more ... Identify the facts relevant to the dispute, these may include: Date of event (DOV) for a change of circumstances Date of receipt (DOR) Scanned documents The order of events Use resources (Operational Blueprint, Network News Updates (NNU), policy advice) to review the dispute and make a recommendation. Use only relevant information available at the time of the original check (including historical versions) Use either QOL Check Replay or QMA Dashboard to review the quality check Decide if the staff member and Quality Checker followed the correct procedure If an error is identified, update the customer's record as soon as possible. Do not wait for the outcome of the right of reply process (if implemented) If the QMA Replay function is not available, uphold the dispute if the customer outcome is correct If the Independent Reviewer does not have the technical expertise to review the dispute, consult with a technical specialist: In the Independent Reviewer determination field select Decision pending technical advice/clarification Seek technical advice from the: SSO network Service Delivery Support team, or an appropriate business or policy team
10	Providing feedback to the original Quality Checker + Read more ... Does additional feedback need to be provided to the Quality Checker? For example, feedback about the quality of the QOL/QMA feedback: Yes: Provide feedback through the Staff Feedback Tool. See Feedback templates on the Resources page Under Service Details select Programme & Business Assurance > Quality Management > QMA or QOL Complete remaining fields in the Staff Feedback form, including feedback Select Send Go to Step 11 No, go to Step 11
11	Record the Independent Reviewer determination in the dispute form + Read more ... Select Edit. Open the dispute Go to Dispute Outcome Select the recommendation/decision from drop down list next to Independent Reviewer determination: Upheld - agree with original quality check decision Upheld for different reason - original quality check outcome is correct but for a different reason. For example, other errors or actions were not identified in the initial check Overturned - original decision overturned. That is, agree with the dispute In the Independent Reviewer comments field, enter comments supporting the determination If the Independent Reviewer recommendation is: Upheld or Upheld for a different reason, go to Step 12 Overturned, go to Step 13
12	Decision is Upheld or Upheld for different reason + Read more ... Update the following fields: Next action will auto populate to Finalise and notify the Service Officer Have you provided staff feedback to the QOL checker/QMO, select Yes or No as appropriate: If Yes, select the reason for giving staff feedback (multiple options can be selected) Has further action been taken, select Yes or No as appropriate (that is, has the Independent Reviewer taken further action on the customer record): If Yes, document the action taken in the Further action taken field Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend the email, update the dispute form as required The system automatically sends the email explaining the outcome to the: staff member and their Team Leader, and original Quality Checker and their Team Leader Procedure ends here.
13	Decision is overturned + Read more ... When the Independent Reviewer recommends overturning the original Quality Checker's decision, the Quality Checker has a right of reply before the dispute determination is finalised. Record the recommendation to overturn the decision. Update the following fields: Next action, select Send to QOL checker/QMO for right of reply Select Submit Review the dispute recommendation email and select Confirm. To amend the email, update the dispute form as required The system automatically sends an email to the original Quality Checker and their Team Leader. The email includes: the Independent Reviewer's recommendation how to contact the Independent Reviewer if they wish to discuss the recommendation instructions for submitting a right of reply The review will show as Awaiting reply until one of the following happens: the original checker submits their response. The dispute status will change to Reply received the original checker 'accepts/agrees' with the Independent Reviewer recommendation. The dispute will auto finalise the 5 business days right of reply period ends with no response received. The dispute will show under the Open tab in the inbox Monitor the response in the My Inbox tab from the Dispute management inbox. Does the original Quality Checker need access to the SSW QOL and QMA Disputes page? Yes, go to Step 14 No, procedure ends here
14	Arrange access for the original Quality Checker to the SSW QOL and QMA Disputes page + Read more ... Select Manage QOL checker/QMO access (from the left hand menu) Select the drop down arrow next to New. Select Add Users Key the original Quality Checker logon ID or name and select the correct user Select show options and untick send an email invitation Select Share

Complex Assessment Officer (CAO) - lodge the dispute

Table 5: this table describes how Complex Assessment Officers (CAO) lodge a Quality On Line (QOL) or Quality Management Application (QMA) dispute. The CAO Team Leader actions parts of the process in this table.

Step	Action
1	Staff research + Read more ... The dispute must be lodged within the required timeframe. If the staff member was on leave and could not lodge the dispute within 30 days of the quality check being completed, their Team Leader must provide evidence. Make sure overall QOL/QMA accuracy is affected. Either of the following must apply: The error is proficiency impacting: QOL - activity is returned QMA - proficiency impacting (shown on the QMA feedback tile in Process Direct) The QOL/QMA decision is incorrect. Do not lodge a dispute if the overall outcome of the quality check (that is, error or returned) is correct due to other errors identified within the activity Research Operational Blueprint: Make sure the dispute is supported by a business process or policy Submit this evidence when lodging the dispute Check other nationally endorsed references current when the check was completed. For example, Network News Updates (NNU) or Roxy.
2	Finalise actions on customer record + Read more ... Before lodging the dispute: Complete all actions on the customer's record as a priority Do not 'HOLD' or leave a 'NOT' or 'STA' activity on the customer's record pending the outcome of a dispute Talk to the Team Leader if unsure of the correct action to take pending the outcome of the dispute
3	Lodge the dispute + Read more ... Open and complete the SSW QOL and QMA Dispute Form. See Resources for a link Do not include any customer identifying details in the form, such as names or Customer Reference Number (CRN) Select Submit a dispute Read and acknowledge the privacy statement Complete all fields (mandatory fields are marked with an asterisk ()): For QOL* - key the AMR and the Date the QOL check was submitted exactly as they appear in the QOLCheck tool. To locate activity details, open the QOLCheck tool, select Replay Work and complete search criteria For QMA - key the Work item ID and the Date the QMA check was sampled. Select the QMA Feedback tile in Process Direct to view results and comments from Quality Management Officers Document any supporting evidence, including: Relevant Operational Blueprint references (including Table and Step numbers and historical versions if they apply) Other nationally endorsed references current when the check was completed. For example, NNU or Roxy Select Submit Tell the Team Leader the dispute form is submitted.
4	Team Leader actions + Read more ... The Team Leader allocates the dispute to a CAO Independent Reviewer. Team Leaders can use the CAO Team Leaders Microsoft Teams chat to locate a scheduled CAO Independent Reviewer. Once allocated, the CAO Independent Reviewer must: action the dispute, or transfer the dispute to another CAO Independent Reviewer if unable to complete the review for any reason
5	Dispute progress and outcome + Read more ... To view the progress of the dispute, see the SSW QOL and QMA Disputes page. See Resources for a link. An Independent Reviewer will decide the outcome of the dispute and send a notification email to all parties when the dispute is finalised. Generally, when the QOL/QMA dispute decision is finalised there are no further escalation steps available. Does the staff member want to withdraw the dispute? Yes, go to Step 6 No, procedure ends here
6	Withdrawing QOL/QMA disputes + Read more ... To withdraw a QOL/QMA dispute, go to My disputes on the SSW QOL and QMA Disputes page. See Resources for a link. Is the status of the dispute New? Yes: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Scroll to the bottom of the form and select Withdraw No, go to Step 7
7	Withdraw QOL/QMA dispute when the status is not New + Read more ... In My disputes on the SSW QOL and QMA Disputes page: Select Edit. Open the SSW QOL and QMA Dispute Form and find the Independent Reviewer Contact the Independent Reviewer: Ask them to change the status to Return to Pool as New If the Independent Reviewer is not available, email the SSW Quality Team When the status is showing as New: Select Edit. Open the SSW QOL and QMA Dispute Form Read and acknowledge the privacy statement Scroll to the bottom of the form and select Withdraw

Complex Assessment Officer (CAO) - independent review

Table 6: this table describes how CAO Independent Reviewers action Quality On Line (QOL) and Quality Management Application (QMA) disputes lodged by CAOs.

Step	Action
1	Select dispute + Read more ... Go to the SSW QOL and QMA Disputes page. See for Resources for a link Go to Inbox from left hand menu Select the New tab In the Service Delivery column, select Complex Assessment Network Action disputes in the following order: disputes with a priority flag from oldest to newest within skillset Select the dispute to review: Select Edit. Open the QOL and QMA Dispute Form Read and acknowledge the privacy statement Key logon ID in the Independent Reviewer field to allocate the dispute
2	Check free text boxes + Read more ... Check the following free text sections for customer identifying information and/or inappropriate comments: QOL checker QMO feedback Reason for dispute Is there any customer identifying information or inappropriate comments? Yes, go to Step 3 No, go to Step 4
3	Remove customer identifying information and inappropriate comments + Read more ... Select Edit to the right of the Dispute details line in the dispute form Remove the customer identifying information Remove or edit inappropriate comments Select the reason from Edits made Select Save changes Give feedback to the staff member using the Staff Feedback Tool.
4	Check if dispute lodged within 30 day timeframe + Read more ... Did the staff member lodge the dispute within 30 days of the quality check? Yes, go to Step 5 No. If the staff member's manager confirms the staff member has: returned from leave in the past 14 days, go to Step 5 not returned from leave in the past 14 days, finalise the dispute. Go to Dispute outcome > Next action and select Dispute not lodged within timeframe. Procedure ends here
5	Check if the QOL/QMA check is proficiency impacting + Read more ... Check if the error is proficiency impacting QOL - the activity is returned QMA - states proficiency impacting in the Error Report on the QMA Dashboard Helpdesk tile in Process Direct Is the QOL or QMA check proficiency impacting? Yes, go to Step 6 No: Finalise the dispute. Go to Dispute outcome > Next action and select non proficiency impacting error Procedure ends here
6	Check for duplicate disputes + Read more ... Check if dispute is a duplicate: Go to the Inbox, select the All Disputes tab Filter the Service Officer column. Select the staff member who lodged the dispute Check for disputes with the same Activity (AMR) or QMA Work Item ID Note: if the AMR displays in the QOLCheck tool more than once, a dispute can be lodged against each return and is not a duplicate Is the dispute a duplicate that has already been lodged? Yes: Email the SSW Quality Team In the email, include both dispute IDs and advise which dispute to delete Procedure ends here No, go to Step 7
7	Check for sufficient information to action the dispute + Read more ... If there is enough information to complete the dispute, go to Step 8. If more information is required Review the information and try to correct it (for example, AMR or Work Item ID) instead of returning the dispute to the staff member: Select Edit to the right of the Dispute details line in the dispute form Correct information in relevant field Select QOL/QMA details from Edits made list Select Save changes Note: the AMR or Work Item ID must be correct to ensure that SmartTools is updated if a QOL/QMA decision is overturned. Correct the AMR/Work Item Id if required Go to Step 8 If unable to correct the information, return the dispute to the staff member and ask for more details: From the Independent Reviewer determination field, select either Insufficient evidence or Activity not located The Next action field will auto populate with Finalise and notify Service Officer In the Independent Reviewer comments field, enter comments with the reason for the return Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend the email, go back to the dispute form and update as required Procedure ends here
8	Review the quality decision + Read more ... Identify the facts relevant to the dispute, these may include: Date of event (DOV) for a change of circumstances Date of receipt (DOR) Scanned documents The order of events Use resources such as Operational Blueprint, Network News Updates (NNU) and policy advice to review the dispute and make a recommendation. Use only relevant information available at the time of the original check (including historical versions) Use either QOL Check Replay or QMA Dashboard to review the quality check Decide if the staff member and Quality Checker followed the correct procedure If an error is identified, update the customer's record as soon as possible. Do not wait for the outcome of the right of reply process (if implemented) If the QMA Replay function is not available, uphold the dispute if the customer outcome is correct If the Independent Reviewer does not have the technical expertise to review the dispute, consult with a technical specialist: In the Independent Reviewer determination select Decision pending technical advice/clarification Seek technical expert advice from an appropriate business or policy team, such as: Business Process Level 2 Helpdesk
9	Providing feedback to the original Quality Checker + Read more ... Does additional feedback need to be provided to the Quality Checker? For example, feedback about the quality of the QOL/QMA feedback: Yes: Provide feedback via the Staff Feedback Tool. See Feedback templates on the Resources page Under Service Details, select Programme & Business Assurance > Quality Management > QMA or QOL, as relevant Complete remaining fields in the Staff Feedback form, including feedback Select Send Go to Step 10 No, go to Step 10
10	Record CAO Independent Reviewer determination in dispute form + Read more ... Select Edit. Open the dispute Go to Dispute Outcome Select the recommendation/decision from drop down list next to Independent Reviewer determination: Upheld - agree with the original quality check result. Go to Step 11 Upheld for different reason - original quality check decision is correct but for a different reason. For example, when other errors or actions were not identified from the initial check. Go to Step 11 Overturned - recommendation is to overturn the original decision. Go to Step 12
11	Decision is Upheld or Upheld for different reason + Read more ... Update the following fields: Independent Reviewer determination, select either: Upheld Upheld for a different reason Independent Reviewer comments, add comments supporting the recommendation/determination Next action will auto populate to Finalise and notify Service Officer Have you provided staff feedback to the QOL checker/QMO, select Yes or No as appropriate: If Yes, select the reason for giving staff feedback (multiple options can be selected) Has further action been taken, select Yes or No as appropriate (that is, has the Independent Reviewer taken further action on the customer record): If Yes, document the action taken in the Further action taken field Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend the email go back to the dispute form and update as required The system automatically sends the email explaining the outcome to the: staff member and their Team Leader, and original Quality Checker and their Team Leader Procedure ends here.
12	Decision is overturned + Read more ... When the Independent Reviewer recommends overturning the original Quality Checker's decision, the Quality Checker has a right of reply before the dispute determination is finalised. Record recommendation to overturn the decision. Update the following fields: Independent Reviewer determination, select Overturned (Original decision overturned. That is, agree with dispute) Independent Reviewer comments, enter comments supporting the recommendation Next action, select Send to QOL checker/QMO for right of reply Select Submit Review the dispute outcome email and select Confirm. To amend the email, update the dispute form as required The system automatically sends an email to the original Quality Checker and their Team Leader. The email includes: the Independent Reviewer's recommendation how to contact the Independent Reviewer if they wish to discuss the recommendation instructions for submitting a right of reply The review will show as Awaiting reply until one of the following happens: the original checker submits their response. The dispute status will change to Reply received the original checker 'accepts/agrees with' the Independent Reviewer recommendation. The dispute will auto finalise the 5 days right of reply period ends with no response received. The dispute will show under the Open tab in the Inbox Monitor for a response in the My Inbox tab from the Dispute management inbox. Does the original Quality Checkers need access to the SSW QOL and QMA Disputes page? Yes, go to Step 13 No, procedure ends here
13	Arrange access for the original Quality Checker to the SSW QOL and QMA Disputes page + Read more ... Select Manage QOL checker/QMO access (from the left hand menu) Select the drop down arrow next to New. Select Add Users Key the original Quality Checker logon ID or name and select the correct user Select show options and untick send an email invitation Select Share

All staff - right of reply

Table 7: this table describes the right of reply process when a quality check dispute is overturned. This table includes processes for the original Quality Checker, Independent Reviewer and Complex Assessment Officer (CAO) Independent Reviewer.

Step	Action
1	Right of reply + Read more ... If the Independent Reviewer's recommendation is to overturn the original QOL or QMA decision, the original Quality Checker has a right of reply. Original Quality Checker, go to Step 2 Independent Reviewer and CAO Independent Reviewer, go to Step 5
2	Original Quality Checker - respond within 5 business days + Read more ... Read the 'right of reply' email. It has the reasons the Independent Reviewer recommends overturning the original Quality Checker's decision. The Quality Checker must respond within 5 business days unless they are unable to do so, for example, they are on leave. Will the Quality Checker respond within 5 business days? Yes, go to Step 4 No, and they: Agree with/accept the decision, no action needed. The dispute will finalise as Original decision overturned if a response is not received within 5 business days. Procedure ends here Disagree with/don't accept the decision, go to Step 3
3	Original Quality Checker - unable to respond in 5 business days + Read more ... Email the SSW Quality Team. In the email, include the following: Email subject: Right of reply - disagree with dispute recommendation Email body: Original Quality Checkers name and logon ID Reason unable to respond within 5 business days Quality check type QOL or QMA Benefit Type Activity (AMR) or work item ID Outline right of reply response The SSW Quality Team will decide if the right of reply will be accepted. Procedure ends here.
4	Original Quality Checker - finalise response + Read more ... Select the link in the 'right of reply' email to open the dispute and submit a response. Acknowledge the privacy statement. Select either: Agree with/accept decision from the QOL checker/QMO right of reply: Add supporting comments in the Comments field Select Submit Procedure ends here Disagree with/don't accept decision from the QOL checker/QMO right of reply: Add supporting comments in the Comments field. Include evidence, such as Operational Blueprint (include Table and Step numbers), and/or other nationally endorsed references current when the check is completed, such as Network News Update (NNU) or Roxy. Include historical versions if they apply Select Submit. The response is returned to the Independent Reviewer. They will review and finalise the outcome Procedure ends here
5	Independent Reviewer - receives right of reply + Read more ... Did the original Quality Checker send the right of reply response within 5 business days? Yes, Independent Reviewer, go to Step 6 CAO Independent Reviewer, go to Step 14 No, go to Step 10
6	Independent Reviewer - read the response + Read more ... Read the response from the original Quality Checker. If the Independent Reviewer: agrees with the original Quality Checker's comments/evidence, go to Step 11 disagrees with the original Quality Checker's comments/evidence, go to Step 7
7	Independent Reviewer - refer right of reply to another SSO + Read more ... Contact another Service Support Officer (SSO) using Microsoft Teams. Discuss the decision and response from the original Quality Checker with the independent SSO. Do the SSOs reach agreement? Yes, go to Step 12 No, go to Step 8
8	Independent Reviewer - refer to program, policy team or Level 2 Helpdesk + Read more ... Follow Business As Usual (BAU) procedures to refer to the relevant program or policy team to get advice. For example: Service Delivery Support Team Level 2 Helpdesk Business Process Business Owner If unsure where to refer the dispute, email the SSW Quality Team. Update the SSW QOL and QMA Dispute Form to reflect the referral. See Resources for a link: Select Edit. Open the dispute and scroll down to Dispute outcome section Independent Reviewer determination, select Overturned Independent Reviewer comments, document: the date and outcome of the consultation with the independent SSO details of advice requested from the relevant program or policy team Next action, select the appropriate option Select Submit Review the dispute outcome email and select Confirm. To amend email update the dispute form as required When advice is received, go to Step 9.
9	Independent Reviewer - program, policy team or Level 2 Helpdesk responds + Read more ... Review the response Finalise the determination considering the recommendation/response from the program, policy team or Level 2 Helpdesk Go to Step 13
10	Independent Reviewer/CAO Independent Reviewer - right of reply not received within 5 business days + Read more ... Select Edit. Open the dispute and scroll down to Dispute outcome Independent Reviewer determination, select Overturned (original decision overturned. That is, agree with the dispute) Independent Reviewer comments, add note: 'Dispute finalised – no right of reply received from original Quality Checker' Next action, select Finalise and notify Service Officer Have you provided staff feedback to the QOL checker/QMO, select Yes or No as appropriate If Yes, select the reason for giving staff feedback (multiple options can be selected) Has further action been taken, select Yes or No as appropriate (that is, has the Independent Reviewer taken further action on the customer record) If Yes, document the action taken in the Further action taken field Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend the email, update the dispute form as required The system automatically sends an email explaining the outcome to the: staff member and their Team Leader, and original Quality Checker and their Team Leader Procedure ends here.
11	Independent Reviewer - agrees with original Quality Checker's right of reply + Read more ... Select Edit. Open the dispute. Scroll down to Dispute outcome Independent Reviewer determination, select as appropriate: Upheld - agree with the original check result Upheld for a different reason - original checking outcome is correct but for a different reason. For example, when other errors or actions were not identified in the initial check Independent Reviewer comments, update comments to support determination Next action, select Finalise and notify Service Officer Have you provided staff feedback to the QOL checker/QMO, select Yes or No as appropriate If Yes, select the reason for giving staff feedback (multiple options can be selected) Has further action been taken, select Yes or No as appropriate (that is, has the Independent Reviewer taken further action on the customer record): If Yes, document the action taken in the Further action taken field Select Submit to finalise the dispute outcome Review the Dispute outcome email and select Confirm. To amend email go back to the dispute form and update as required The system automatically sends an email explaining the outcome to the: staff member and their Team Leader, and original Quality Checker and their Team Leader Procedure ends here.
12	Independent Reviewer - reaches agreement with another SSO + Read more ... Select Edit. Open the dispute. Scroll down to Dispute outcome Independent Reviewer determination, select as appropriate: Upheld - agree with original check decision Upheld for different reason - original checking decision is correct but for a different reason. For example, when other errors or actions were not identified in the initial check Overturned - original decision overturned. That is, agree with dispute Independent Reviewer comments, enter comments supporting the determination, clearly noting: the dispute was referred to another SSO and the date of referral the detail of the mutual decision reached between the 2 SSOs Next action, select Finalise and notify Service Officer Have you provided staff feedback to the QOL checker/QMO, select Yes or No as appropriate If Yes, select the reason for giving staff feedback (multiple options can be selected) Has further action been taken, select Yes or No as appropriate (that is, has the Independent Reviewer taken further action on the customer record) If Yes, document the action taken in the Further action taken field Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend email go back to the dispute form and update as required The system automatically sends an email explaining the outcome to the: staff member and their Team Leader, and the original Quality Checker and their Team Leader Procedure ends here.
13	Independent Reviewer - finalise response from the relevant program, policy team or Level 2 Helpdesk + Read more ... Select Edit. Open the dispute. Scroll down to Escalated to (program or policy team) details. Summarise or copy and paste the advice received from program, policy team or Level 2 Helpdesk into comments Scroll down to Dispute outcome Independent Reviewer determination, select: Upheld - agree with the original check result Upheld for a different reason - original checking outcome is correct but for a different reason. For example, when other errors or actions were not identified in the initial check Overturned - original decision overturned. That is, agree with dispute Independent Reviewer comments, enter comments supporting the determination Next action, select Finalise and notify Service Officer Have you provided staff feedback to the QOL checker/QM, select Yes or No as appropriate If Yes, select the reason for giving staff feedback (multiple options can be selected) Has further action been taken, select Yes or No as appropriate (that is, has the Independent Reviewer taken further action on the customer record). If Yes, document the action taken in the Further action taken field Select Submit to finalise dispute outcome Review the dispute outcome email and select Confirm. To amend the email, update the dispute form as required The system automatically sends an email explaining the outcome to the: staff member and their Team Leader, and original Quality Checker and their Team Leader Procedure ends here.
14	CAO Independent Reviewer - right of reply received within 5 business days + Read more ... Read the response from the original Quality Checker. If the CAO Independent Reviewer disagrees with the additional comments: They tell their Team Leader and ask them to allocate the dispute to another CAO Independent Reviewer The Team Leader must use the CAO Team Leader Microsoft Teams chat to find a different scheduled CAO Independent Reviewer When allocated, the new CAO Independent Reviewer contacts the original CAO Independent Reviewer to discuss Do the original CAO Independent Reviewer and the new CAO Independent Reviewer agree the decision should be overturned? Yes, go to Step 15 No, go to Step 16
15	CAO Independent Reviewer - agree decision will be overturned + Read more ... The original CAO Independent Reviewer: Updates the comments in the dispute form, noting: The dispute was escalated to another CAO Independent Reviewer The mutual decision reached between the 2 CAOs Finalise the dispute decision Overturned The system automatically sends an email explaining the outcome to the: CAO and their Team Leader, and original CAO Quality Checker and their Team Leader Procedure ends here.
16	CAO Independent Reviewer - do not reach agreement + Read more ... The original CAO Independent Reviewer must seek a third party review by the relevant program, policy team or Level 2 Helpdesk to get a resolution If unsure of who should complete the review, email the SSW Quality Team with the details CAO Independent Reviewers must not: Alter the decision coded by another CAO in the escalation form without completing the required consultation Change the status of the dispute. This can only happen after agreement is reached or the independent review is finalised Response from relevant program, policy team or Level 2 Helpdesk received The original CAO Independent Reviewer: Reads the response Adds comments to the Independent Reviewer determination field in the dispute form Is the recommendation to Overturn the decision supported? Yes, finalise the dispute - Overturned No, finalise the dispute - Upheld or Upheld for different reason The system automatically sends an email explaining the outcome to the: CAO and their Team Leader, and original CAO Quality Checker and their Team Leader Procedure ends here.

Operational Information