This document outlines how Quality Management Officers (QMOs) complete quality checks for each emergency claim using the Quality Management Application (QMA).
On this page:
Allocation of emergency QMA transactions
Initial checks
Quality checking AGDRP PCA manual actions
Quality checking AGDRP full claim
Quality checking NZDRP and DRA claims
Finalising the transaction after quality check if submitted
Allocation of emergency QMA transactions
Table 1
Step |
Action |
1 |
Access work for quality checking + Read more ...
Work Items sampled for quality checking are automatically allocated via Workload Management (WLM) with a status of:
-
QMA in Process Direct
-
QMA on the Activity List (AL) screen in Customer First and Customer Record
-
SUB on the Activity List (AL) screen in Process Direct
-
SUB on the Event Summary (ES) screen in Customer First and Customer Record
|
2 |
Access to complete a quality check + Read more ...
To quality check a piece of work, QMOs must have the appropriate skills and access.
A work item may be allocated to a QMO who cannot complete it because they:
-
do not have the appropriate skills or relevant skill tag at the correct level to check this work item
-
receive their own QMA work item
If this happens, unassign the work item using Reason: Service Support Referral.
If the Process button is disabled, this may be because the QMO does not have :
-
the Quality Management Officer skill tag, or
-
the correct skill level applied to the skill tag (Experienced)
Check with QMO’s Team Leader/Manager about the skill tag or reallocation, if applicable.
|
3 |
Transaction status - troubleshooting + Read more ...
Changing the QMA status - work item completed in Process Direct
When the QMA work item assessment is finalised in Process Direct, the system automatically updates the status from QMA to Completed.
Sometimes the work item status stays as QMA and it allocates again in WLM. If this happens:
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select the Question Mark icon to escalate the issue to ICT through Roxy
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if the Roxy function is unavailable:
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take note of the Customer’s Reference Number (CRN)
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go to the Customer Summary tile on the Process Direct landing page
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enter the CRN in the CRN field, select Go
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select the customer from the Search results
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the Circumstance Data screen will display in the customer's record
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select the Question Mark icon to escalate the issue to ICT via Roxy
ICT will manually change the status from QMA to Completed.
Procedure ends here.
|
Initial checks
Table 2
Step |
Action |
1 |
Initial checks + Read more ...
Complete the relevant initial record checks. This can include, but is not limited to:
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information on record relevant to the work item being checked, including Claim Summary, Notes and DOCs
-
principal place of residence (address at the time of impact) to determine if appropriate investigation has been conducted
-
Marital Status (MS) screen to check correct information is recorded
-
customer record links are correct, for example, partner/child
-
residency requirements
-
identity requirements
-
scanned documents
Select Process.
|
2 |
Check correctness + Read more ...
Go to the Entitlements (ELD) screen and any other required assessment screens:
-
Check all rates and outcomes are correct
-
This will also show any manual adjustments applied by the original staff member (where applicable)
Check the Notes for an explanation of any manual adjustments. If correct, they need to be re-coded on completion of work item.
Go to the Errors (SWE) screen after completing the initial checks.
|
3 |
Determine what type of quality check is allocated + Read more ...
If allocated:
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Australian Government Disaster Recovery Payment (AGDRP) Partial Claim Automation (PCA) manual action quality check, see Table 3 > Step 1
-
AGDRP claim quality check, see Table 4 > Step 1
-
New Zealand Disaster Recovery Payment (NZ DRP) or Disaster Recovery Allowance (DRA) claim quality check, see Table 5 > Step 1
Note: PCA claims are identified by:
-
Notes identifying PCA manual actions
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SWE screen will show PCA Manual Action in the Task Selector
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Quality checking AGDRP PCA manual actions
Table 3: this table provides information about quality checks for Australian Government Disaster Recovery Payment (AGDRP) Partial Claim Automation (PCA) manual actions.
Step |
Action |
1 |
Start quality check + Read more ...
The Errors (SWE) screen will show:
-
any warnings or errors in the Message Log for review
-
the Task Selector:
-
circumstance screens, when staff have completed updates
-
PCA Manual Actions
-
QMA_SUM-QMA Summary
Select all tasks before selecting Next to start the quality check.
Go to Step 2.
|
2 |
Completing a check Of Partial Claim Automation (PCA) + Read more ...
The system will cycle through all tasks that require quality checking. which can include the following:
-
circumstance screen updates
-
PCA manual actions
QMOs must:
-
review the message log on SWE screen
-
check all provisional data on circumstance screens for correctness, and verify this against information in:
-
the Claim Summary
-
Notes/DOCs
-
relevant source documents
-
check PCA manual action decision. This includes going to each circumstance screen listed in the manual action to ensure all necessary updates have been made
-
go to a relevant child record using the Relations Menu to quality check manual actions for a child
Corrective action
The QMO is responsible for correcting any errors identified within a quality check.
Standalone circumstance screens
QMOs must take corrective action on the screen where errors have been identified before continuing with the quality check.
PCA manual actions
-
QMOs cannot edit a manual action response. If the Service Officer has answered the manual action incorrectly, the QMO must:
-
record the appropriate error code, and
-
continue with the quality check
-
Once the QMA summary screen is submitted with error codes recorded (other than Q99999) the Disaster Recovery Payment workflow displays for corrective action to be completed
-
If a circumstance screen in the manual action list has not been updated but should have been, complete any corrections within the manual action as part of the quality check
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3 |
Recording quality check outcomes + Read more ...
Each screen and/or manual action may have No Error/Error buttons to record quality check outcomes. If a screen does not have No Error/Error buttons, any errors must be noted, and marked on the QMA Summary screen
If no error exists:
-
select No Error. The Q99999 error code will automatically apply
-
The No Error/Error buttons:
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will update to Change, and
-
can be used to update the quality check result
-
select Next to check the next task
When all circumstance and manual action tasks have been checked and:
|
4 |
Errors identified + Read more ...
Select the Error button to open a QMA pop-up to record any errors identified.
Field error configurations
Each field updated by the staff member will display a staff changed value for quality checking.
Select the Error code icon to record the appropriate error code for each field:
-
This must be done for all errors identified and only recorded on the field where the error was found
-
Do not add the same error/s to any other fields on the same screen
In the Comments box, provide feedback:
-
clearly stating what the error is
-
referencing material that supports the coding, for example, Operational Blueprint
All errors are marked
After all errors are marked, select Set to autofill remaining fields with Q99999 No error:
-
If autofill needs to be undone, select Reset. This only removes Q99999 No error codes
-
If necessary, type over the Error Code field to change the Q99999 code. The Resources page contains a list of error codes
-
Select Submit
-
Select Next to check the next task
-
Continue through the Circumstance and Manual Action tasks until all have been quality checked
-
Go to Step 5
|
5 |
QMA Summary + Read more ...
The QMA Summary screen is the final screen displayed in the quality check. The screen will show:
-
quality check results for:
-
screens updated by staff
-
PCA manual actions
-
QMO Feedback
-
Other errors identified
Use the Expand All button to ensure:
-
all fields have a quality check outcome recorded, and
-
feedback has been provided (where applicable)
After reviewing, go to Step 6.
|
6 |
QMA Summary - Other Errors Identified field + Read more ...
-
This is a mandatory field that must be completed before finalising the quality check
-
Select the Other errors identified field to record:
-
errors that cannot be entered at the field level
-
an error when a field was not updated, but should have been, and impacts the customer’s outcome
-
Q00033 - Automated processing error. Use this error code where the QMO identifies errors in the claim that were not part of the PCA manual actions. This error code is non-proficiency impacting
-
Q99999 - no error, where no other errors have been identified from the quality check
-
Record the most appropriate error code and provide feedback where required. A QMA data validation error will display if an Error Code is not recorded in this mandatory field
-
If there are multiple Other errors identified, select the Add button to insert a new line
-
When an error is already recorded on a circumstance screen, or in a PCA manual action, do not use the Other errors identified field to record the same error
-
Select Submit
-
Select Next to return to the SWE screen
Were any errors identified in the quality check needing correction to the Disaster Recovery Payment workflow?
|
7 |
Errors identified + Read more ...
-
Errors found in the PCA manual actions or because of automated processing are corrected in the Disaster Recovery Payment workflow after the quality check is completed but before the transaction is finalised
-
On the SWE screen, check the following tasks are selected:
-
DRP_PS - Disaster Recovery task. (This will cycle through the Disaster Recovery Payment workflow)
-
QMA_SUM - QMA Summary
-
Select Next
-
Complete corrective action for errors identified if information was recorded incorrectly, and it:
-
impacts the outcome of the claim (grant, reject or amount payable)
-
does not impact the outcome of the claim, but results in incorrect notifications to the customer (rejections only)
-
does not impact the outcome of the claim or send incorrect customer notification
-
After cycling through the Disaster Recovery Payment workflow, the system will go to the QMA Summary
-
Select Next to return to the SWE screen
-
See Table 6 > Step 1
|
Quality checking AGDRP full claim
Table 4: This table describes how to quality check an Australian Government Disaster Recovery Payment (AGDRP) full claim.
Step |
Action |
1 |
Start quality check + Read more ...
The Errors (SWE) screen will show:
-
any warnings or errors in the Message Log for review
-
the Task Selector:
-
circumstance screens, when staff have completed updates
-
DRP_PS - Disaster Recovery
-
QMA_SUM-QMA Summary
Select all tasks before selecting Next to start the quality check.
Go to Step 2.
|
2 |
Completing a quality check of AGDRP full claim activities + Read more ...
The system will cycle through all tasks that require quality checking:
-
Circumstance screen updates
-
DRP_PS - Disaster Recovery
QMOs must:
-
check all provisional data for correctness, and
-
verify this against information in:
-
the Claim Summary
-
Notes/DOCs
-
relevant source documents
Corrective action
The QMO is responsible for correcting any errors identified within a quality check.
Standalone circumstance screens
QMOs must take corrective action on the screen where errors have been identified before continuing with the quality check.
Disaster Recovery Payment workflow:
-
is a question-based workflow and will display as Form in the Super Key field
-
displays as Read only when first reviewing the question-based workflow. QMOs cannot make any updates/corrections at this point
-
QMOs must record any errors identified using the appropriate error code and continue with the quality check
-
Return to the Disaster Recovery Payment workflow after the QMA Summary is submitted to complete corrective action
|
3 |
Recording quality check outcomes + Read more ...
Each screen and the Disaster Recovery Payment workflow may have No Error/Error buttons to record quality check outcomes. If a screen does not have No Error/Error buttons, any errors must be noted and marked on the QMA Summary screen.
If no error exists:
-
select No Error. The Q99999 error code will automatically apply
-
the buttons will update to Change and can be used to update the quality check result
-
select Next to check the next task
When all screens and the Disaster Recovery Payment workflow has been checked, and:
|
4 |
Errors identified + Read more ...
Select the Error button to open a QMA pop-up to record any errors identified.
Field error configurations
Each field updated by the staff member will display for quality checking.
Select the Error code icon to record the appropriate error code for each field:
-
This must be done for all errors identified and only marked on the field where the error was found
-
Do not add the same error/s to any other fields on the same screen
In the Comments box, provide feedback:
-
clearly stating what the error is
-
referencing material that supports the coding, for example, Operational Blueprint
All errors are marked
After all errors are marked, select Set to autofill remaining fields with Q99999 No error:
-
If autofill needs to be undone, select Reset. This only removes all Q99999 No errors
-
If necessary, type over the Error Code field to change the Q99999 code. The Resources page contains a list of error codes
-
Select Submit
-
Select Next to check the next task
-
Continue through the tasks until all have been quality checked
-
Once all tasks have been checked, go to Step 5
|
5 |
QMA Summary screen + Read more ...
The QMA Summary screen is the final screen displayed in the quality check. The screen will show quality check outcomes for:
-
circumstance screens updated by staff
-
AGDRP workflow screens updated by staff
-
QMO Feedback
-
Other errors identified field
Use the Expand All button to check:
-
all fields have a quality check outcome recorded, and
-
feedback is provided (where applicable)
After reviewing, go to Step 6.
|
6 |
QMA Summary - Other Errors Identified field + Read more ...
-
This is a mandatory field that must be completed before finalising the quality check
-
Do not use Q00033 - Automated processing error when quality checking a full AGDRP claim. This error code is only applicable for Partial Claim Automation (PCA) activities
-
Select the Other errors identified field to record:
-
errors that cannot be entered at the field level, including when Q99999 is the only option shown
-
an error when a field was not updated, but should have been, and this impacts the customer’s outcome
-
Q99999 - No error, where no other errors have been identified from the quality check
-
Record the most appropriate error code and provide feedback where required. A QMA data validation error will display if an error code is not recorded in this mandatory field
-
If there are multiple other errors identified, select the Add button to insert a new line
-
When an error is already recorded on a circumstance screen, do not use the Other errors identified field to record the same error
-
Select Submit
-
Select Next to return to the SWE screen
Were any errors identified in the Disaster Recovery Payment workflow?
|
7 |
Errors identified in Disaster Recovery Payment workflow + Read more ...
-
The Disaster Recovery Payment workflow will become editable once the QMA Summary is submitted to complete corrections for any errors recorded during the first pass
-
On the SWE screen, ensure the following tasks are selected:
-
DRP_PS - Disaster Recovery task (This will cycle through the Disaster Recovery Payment workflow)
-
QMA_SUM-QMA Summary
-
Select Next
-
Take corrective action if information was recorded incorrectly, and it:
-
impacts the outcome of the claim (grant, reject or amount payable)
-
does not impact the outcome of the claim, but results in incorrect notifications to the customer (rejections only)
-
does not impact the outcome of the claim or send incorrect customer notifications
-
After cycling through the Disaster Recovery Payment workflow, the system will go to the QMA Summary
-
Select Next to return to the SWE screen
-
See Table 6
|
Quality checking NZDRP and DRA claims
Table 5: This table describes how to quality check New Zealand Disaster Recovery Payment (NZDRP) and Disaster Recovery Allowance (DRA) claims.
Step |
Action |
1 |
Completing a quality check of NZ DRP and DRA claims work + Read more ...
The Errors (SWE) screen will show:
-
any warnings or errors in the Message Log for review
-
the Task Selector:
-
Circumstance screens, when staff have completed updates
-
DRP_PS - Disaster Recovery
-
QMA_SUM-QMA Summary
Select all tasks before selecting Next to start the quality check.
Go to Step 2.
|
2 |
Completing a check - circumstance screens + Read more ...
The system will cycle through all tasks that require quality checking. The Disaster Recovery task can include the following:
-
Residency Task Selector
-
Customer Detail Task Selector
-
Care Assessment (CAS)
-
Payment Destination Details
-
Other Government Payments (DRA only)
-
DVA Payments (DRA only)
-
Tax File Number Authorisation (DRA only)
-
PITX - Tax Instructions (DRA only)
-
Income and Assets Task Selector
-
Disaster Recovery Payment workflow
Each circumstance screen has No Error/Error buttons in the QMA Action column to record outcomes.
QMOs must:
-
check all provisional data for correctness, and
-
verify this against information in:
-
the Claim Summary
-
Notes/DOCs
-
relevant source documents
If no error exists:
-
select No Error. The Q99999 error code will automatically apply
-
QMA action options will update to Change and can be used to make updates if required
-
select Next to check the next task
When all circumstance screens have been checked and:
|
3 |
Errors identified + Read more ...
Errors identified within the quality check need corrective action.
For circumstance screens, take corrective action on the screen where errors are identified before continuing with the quality check.
Error configurations capture errors made in a work item.
Field error configurations
Each field updated by the staff member will display for quality checking.
Select the Error code icon to record the appropriate error code for each field:
-
This must be done for all errors identified and only marked on the field where the error was found
-
Do not add the same error/s to any other fields on the same screen
In the Comments box provide feedback:
-
clearly stating what the error is
-
referencing material that supports the coding, for example, Operational Blueprint
All errors are marked
After all errors are marked, select Set to autofill remaining fields with Q99999 No error:
-
If autofill needs to be undone, select Reset. This only removes all Q99999 No errors
-
If necessary, type over the Error Code field to change the Q99999 code. The Resources page contains a list of error codes
-
Select Submit
-
Select Next to check the next task
-
Continue through the circumstance tasks until all are quality checked
-
Once all circumstance tasks are checked, the Disaster Recovery Payment question-based workflow will display for checking
-
Go to Step 4
|
4 |
Completing a check - Disaster Recovery Payment workflow + Read more ...
The Disaster Recovery Payment workflow:
-
is the last task to check before completing the QMA check
-
displays as Read Only when first viewing the workflow. It is only editable after the QMA Summary is submitted
-
is a question-based workflow and will display as Form in the Super Key field. The following are not available in the workflow:
-
QMA Action column
-
No Error/Error buttons
Review the details on the Disaster Recovery Payment Summary, then select Next to start the workflow:
-
The workflow displays as Read only when first reviewing the question-based workflow. QMOs cannot make any updates/corrections at this point. QMOs must:
-
check all appropriate screens within the workflow
-
take note of any errors
-
When error/s are identified, record them on the QMA Summary in the Other errors identified field
-
Once a review of the workflow is completed, select Next to go to the QMA Summary to complete the QMA check
Go to Step 5.
|
5 |
QMA Summary screen + Read more ...
The QMA Summary screen is the final screen displayed in the quality check. The screen will show:
-
screens updated by staff (except in the question-based workflow)
-
QMO Feedback
-
Other Errors Identified field
Use the Expand All button to check:
-
all fields have a quality check outcome recorded, and
-
feedback is provided (where applicable)
After reviewing, go to Step 6.
|
6 |
QMA Summary - Other Errors Identified field + Read more ...
-
This is a mandatory field that must be completed before finalising the quality check
-
Do not use Q00033 - Automated processing error when quality checking a AGDRP claim as it relates to Partial Claim Automation (PCA) only
-
Select the Other errors identified field to record:
-
errors that cannot be entered at the field level. This includes when Q99999 is the only option shown
-
an error when a field was not updated but should have been, and this impacts the customer’s outcome
-
errors found in the Disaster Recovery Payment workflow
-
Q99999 - No error, where no other errors have been identified from the quality check inside or outside of the question-based workflow
-
Record the most appropriate error code and provide feedback where required. A QMA data validation error will display if an error code is not recorded in this mandatory field
-
When an error is already recorded on the circumstance screen:
-
do not use the Other errors identified field to record the same error
-
if there are multiple other errors identified, select the Add button to insert a new line
-
Select Submit
-
Select Next to return to the SWE screen
Were any errors identified in the Disaster Recovery Payment workflow?
a |
7 |
Errors identified in the Disaster Recovery Payment workflow + Read more ...
-
When errors are identified in the Disaster Recovery Payment workflow, take corrective action after finalising the QMA check, but before finalising the transaction
-
On the SWE screen, ensure the following tasks are selected:
-
DRP_PS - Disaster Recovery task (This will cycle through the Disaster Recovery Payment workflow)
-
QMA_SUM-QMA Summary
-
Select Next
-
Take corrective action if information was recorded incorrectly, and it:
-
impacts the outcome of the claim (grant, reject or amount payable)
-
does not impact the outcome of the claim, but results in incorrect notifications to the customer (rejections only)
-
does not impact the outcome of the claim or send incorrect customer notifications
-
After cycling through the Disaster Recovery Payment workflow, the system will go to the QMA Summary
-
Select Next to go back to the SWE screen
-
See Table 6 > Step 1
|
Finalising the transaction after quality check if submitted
Table 6
Step |
Action |
1 |
Can the transaction be completed now? + Read more ...
-
Yes, select Assess to finalise the transaction. If an assessment error:
-
No, go to Step 2
|
2 |
Unable to finalise the transaction + Read more ...
In the following cases, the status of the transaction may need to be changed to In Process/In Progress/For Manual Action:
-
Claims cannot be rejected for the reason selected in the Disaster Recovery Payment workflow. Place the claim on hold
-
Relationship details are incorrect, for example, incorrect date, partner or child
-
It cannot be processed without regenerating the work item. This should be in limited cases and only if directed by an appropriate resource
-
Resetting the status of the work item is required
-
A request for more information needs to be sent
-
The current claim is not required, as the previous claim was rejected incorrectly and needs reassessing
Does the status on the transaction need to be changed for one of the above reasons?
-
Yes, go to Step 4
-
No, select Assess to finalise the transaction. If an assessment error:
|
3 |
Resolve errors + Read more ...
|
4 |
Unable to complete the transaction now + Read more ...
To remove the QMA status, go back to the QMA Summary to Reject the QMA check:
-
Go to the QMA Summary screen
-
In the Other errors identified field, code Q00024 error code. This is a non-proficiency (non-critical) affecting error
-
Add additional Other errors identified line to complete this action (if required):
-
If no errors are recorded on the Other errors identified line, replace Q99999 code with Q00024
-
If errors are recorded in the Other errors identified field, add an extra line and code Q00024. Do not remove any existing error codes that were captured from the QMA quality check
Select Reject to complete the QMA check.
This changes the work item Status in Process Direct to In Process/In Progress/For Manual action.
-
Complete all follow up action needed, including BAU processes. For example:
-
request documents
-
place on hold
-
regenerate or escalate
-
In Notes, record all actions taken because of the QMA check. This is because the work item will not be reselected for QMA checking. See Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
-
When the Reject button is selected, feedback will be available for the completed QMA check through the staff member’s QMA Feedback tile
-
The original outcome in the QMA Feedback tile:
-
will be replaced with the new QMA outcome when changes are made to the original QMA check
-
can only be changed before the transaction is finalised
If the transaction:
-
is referred to ICT, procedure ends here
-
needs another approved process to resolve the error, and the error is:
-
resolved, select Assess to finalise the transaction. Go to Step 5
-
not resolved, refer the work item to ICT using Roxy Been granted a bypass option. Include the reference 111-23083013. Procedure ends here
|
5 |
Assessment outcome + Read more ...
Check the assessment outcome on the Entitlements (ELD) screen is correct.
If the ELD screen shows an incorrect assessment outcome:
-
use the Super Key to go to the screen/workflow and update/correct/delete as applicable
-
enter QMA in the Super Key field to go back to the QMA Summary screen
-
record the error code:
-
against the relevant field, or
-
under the Other errors identified row
-
provide feedback for any errors found
-
select Submit to save the QMA outcome
-
select Assess to continue to finalise the transaction
Are adjustments to the Period Rates Summary (RATS)/Rate Components (RAC)/One Off Payment (OOP) screen required?
|
6 |
Adjustments + Read more ...
If the staff member made an adjustment on the RATS, RAC or OOP screen, this must be re-coded. For example, to suppress arrears.
The staff member should have recorded Notes to explain any adjustments. Copy these Notes if they are correct.
Suppress letters
If any letters need to be suppressed:
-
follow the relevant processes to supress any letters for the work item being checked
-
check these letters remain suppressed
Once RATS/RAC/OOP adjustments are completed and/or letters are suppressed (where applicable), go to Step 7.
|
7 |
Finalise the work item in Process Direct + Read more ...
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