Managing work item - Unfinalised activity - Immediate action required 111-23022252

Staff must check the Activity List (AL) screen before exiting a customer’s record to make sure they have:

• completed any Fast Note/DOCs created to record details of a customer interaction, and
• resolved any activities started as part of a customer interaction

Do not use the ACTDOC/CALLDOC guided procedure for handoffs.

Staff must search for the correct Operational Blueprint to follow when considering if a Fast Note hand off to another team is required. The correct Operational Blueprint process will provide the details of the Fast Note template to use.

To avoid errors in Workload Management (WLM) allocation and unnecessary delays for customers, do not:

• add, remove or alter keywords to a pre-determined Fast Note template
• link a Fast Note that is pre-determined to be a hand off itself, to another open activity type
• use any other process, such as the manual creation of an open DOC, to generate a hand off

To action an Unfinalised activity - Immediate action required work item:

• Go to the Activity List (AL) screen in the customer’s record
• Review and resolve the activity:
• Cancel or finalise the activity if it is no longer required
• Complete a DOC where it was left open unintentionally
• If the activity is a started nominee update, see Nominees
• If the activity is a DOC intended to be a referral or hand off, close the original DOC. Re-do the referral using the correct Fast Note template
• First seek technical support and/or talk to a Team Leader when help is needed to resolve the activity

The Unfinalised activity - Immediate action required work item will stay in the Inbox until finalised.

Do not unassign the work item. Unassigned items will re-present to the staff member’s Inbox for action.

Seek technical support and/or talk to a Team Leader immediately. In limited circumstances the assigned activity may have been:

• created and left open in line with an endorsed Operational Blueprint process, or
• unable to be finalised, for example, because of a system issue

In these cases, to escalate the item:

• If the activity was created as part of an Authorised Review Officer (ARO) process, use the Work Optimiser Assistance webform, see Resources for a link to the form
• For other activities, use the WLM Technical Assistance Webform on the - Workload Management - Technical Assistance page, see Resources for a link to the form

To ensure the item can be addressed quickly, include specific details in the webform, such as:

• escalation reason, for example, created in line with an endorsed process, or unable to finalise
• Operational Blueprint reference (when staff followed an endorsed process), and
• a brief explanation of the issue and action already taken to resolve

In limited circumstances, Team Leaders will assign work items to another staff member to resolve if a staff member is unavailable. See Work Optimiser for Team Leaders and Analysts.

Work items must be finalised onsite. Staff must not set the work item to unassigned, as it will return to them for action.

Digitally Enabled Processing (DEP) is used to recognise and assign Unfinalised activity - Immediate action required work items.

This process will automatically choose 'Enable Email Notifications' through Work Optimiser > Staff Profile.

When Email Notifications is turned on, staff may get NOREPLY notification emails from Workload Management (WLM) about other work types assigned to them.

Staff can switch 'Enable Email Notifications' off at any time through Work Optimiser > Staff Profile. See Work Optimiser for staff.

Any unfinalised activity work items still outstanding are visible via Customer First/Work Optimiser Inbox.

Service Officers can view and manage work assigned to them through the Work Optimiser features:

• Worklist: My Work Search
• My Dashboard - My Team view

Work items must be finalised onsite. Do not set the work item to unassigned.

Team Leaders must support staff with:

• monitoring and quickly resolving unfinalised activities, and
• addressing learning needs to prevent future occurrences of unfinalised activities

Team Leaders can view and manage work assigned to them and their staff through the Work Optimiser features:

• Worklist: My Work Search
• My Dashboard - My Team view

In limited circumstances, Team Leaders will assign work items to another staff member to resolve if a staff member is unavailable. See Work Optimiser for Team Leaders and Analysts.

Work items must be finalised onsite. Do not set the work item to unassigned.