Managing work item - Unfinalised activity - Immediate action required 111-23022252
Expand allThis document outlines how staff, Team Leaders and Analysts view and manage work item Unfinalised activity - Immediate action required (unfinalised activities).
Unfinalised activity work items
Unfinalised activities are work items:
- generated by a staff member, and
- left open for more than one day in a customer’s record for an unknown reason
They only relate to work generated and are actioned by staff in Customer First or Customer Record.
Examples include:
- A DOC left open on a customer’s record. This does not include a Fast Note left open as a handoff in line with an approved process
- Started updates left open more than one day, such as earnings, income and assets, or other. This does not include items left open in line with an approved process
- A hand off created using the ACTDOC/CALLDOC guided procedure. Staff must not use this guided procedure
- An advice letter triggered for manual action after a staff member has finalised an associated activity
- A staff initiated reassessment activity that may be a benefit refresh or ripple activity
- Generic debt work created by staff outside of an endorsed process
- A staff initiated workflow commenced in Customer First and not completed
Staff notification
Staff are notified of an unfinalised activity that needs action by receiving:
- an Unfinalised activity - Immediate action required (ZIAM_UNFACTN) work item in their Customer First/Work Optimiser Inbox, and
- a NOREPLY notification email from Workload Management (WLM) telling them a work item is assigned to their Inbox for action
Once notified, staff must finalise these work items immediately. See Work Optimiser for staff. This will ensure the correct process is used, and actionable work is not left open on the customer’s record unnecessarily. Work items will stay in the staff member’s Inbox until they are finalised.
The Work Optimiser 'Enable Email Notifications' function will remain turned on. Staff can turn off 'Enable Email Notifications' at any time through Work Optimiser > Staff Profile. For details about how to change Work Optimiser email notifications, see Work Optimiser for staff.
The Resources page contains contact details for the Workload Management Team and links to the Work Optimiser Assistance and WLM Technical Assistance forms.
Related links
Work Optimiser for Team Leaders