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Specialist manuals & system tools content


File NameTitle
111-01000000About Specialist manuals and system tools
111-01020040Using the Archiving and Culling Engine (ACE) application to access archived Assistance for Isolated Children (AIC) data
111-02000000Archived Information
111-02010000Archiving and Culling Engine (ACE)
111-02010010Using the Archiving and Culling Engine (ACE) application to access archived Education Student Assistance System (ESAS) data
111-02010020Using the Archiving and Culling Engine (ACE) application to access receipt numbers
111-02010030Using the Archiving and Culling Engine (ACE) application to access Australian Government Online Services Point (AGOSP) data
111-02010040Using the Archiving and Culling Engine (ACE) to access archived Activity Management History (AMHS) data
111-02010050Using the Archive and Culling Engine (ACE) to access archived Assurance of Support (AoS) data
111-02010060Using the Archiving and Culling Engine (ACE) to access archived Carer Allowance (CDA) data
111-02010070Using the Archiving and Culling Engine (ACE) to access archived Emergency Payment (EMG) data
111-02010080Using the Archiving and Culling Engine (ACE) to access archived Report Employment Income (REI) Interactive Voice Response (IVR) recordings
111-02010090Using the Archiving and Culling Engine (ACE) to access archived letters and electronic messages
111-02010100Using the Archiving and Culling Engine (ACE) to access archived Low Income Health Care Card (LIC) data
111-02010110Using the Archiving and Culling Engine (ACE) to access archived Mobility Allowance (MOB) data
111-02010120Using the Archiving and Culling Engine (ACE) to access archived Newstart System (NSS) data
111-02010130Using the Archiving and Culling Engine (ACE) to access archived Online Document Recording (ODR) data
111-02010140Using the Archiving and Culling Engine (ACE) to access archived Pension System (PEN) data
111-02010150Using the Archiving and Culling Engine (ACE) application to access archived Pensioner Education Supplement (PES) data
111-02010160Using the Archiving and Culling Engine (ACE) application to access archived Parenting System (PGA) data
111-02010170Using the Archiving and Culling Engine (ACE) application to access archived Residential Care Assistance (RCA) data
111-02010180Using the Archiving and Culling Engine (ACE) application to access archived Commonwealth Seniors Health Card (CSHC) data
111-02010190Using the Archiving and Culling Engine (ACE) application to send activities retrieved on ACE back to the Centrelink system
111-02020000Customer Archive Retrieval (CAR)
111-02020010Using the Customer Archive Retrieval (CAR) system and microfiche requests for archived information
111-02020020Searching for archived records in other environments
111-02030000Environment Y for inactive deleted and deceased customer records
111-04000000Advice of a scam or theft or loss of personal information
111-05000000Centrelink phone protocols
111-05010000Answering calls in Centrelink
111-05010020Authenticating an employer
111-05050020Creating, reviewing and deleting documents (including Fast Notes and DOA DOCs)
111-05050050Calling a customer or returning a customer's call
111-05060000Business Continuity Procedures (BCP)
111-05070050Quality On Line (QOL) checking in the Smart Centre Division
111-06000000Customer First
111-06010000Customer First navigation, common screens and functions
111-06020000Centrelink Appointment System
111-06020010Booking appointments in the Centrelink Appointment System
111-06020020View, reschedule or cancel an appointment in the Centrelink Appointment System
111-06020030Complete and finalise appointment in the Centrelink Appointment System
111-06020040Create and manage appointment profiles in the Centrelink Appointment System
111-06030000Front of House (FOH) services and app
111-06040100Advanced Organisation Search tool for staff
111-06042000Customer Online View for Service Officers
111-06045000Customer First SAP native processes
111-06045010Customer details and cases
111-06045020Social Applications
111-06045030Interaction Records
111-06045040Social Service Plans (SSP)
111-06045060Viewing payment details for native Customer First payments
111-06045070Suspending, cancelling and restoring native Customer First payments
111-06045080Reviews for native Customer First payments
111-06047000Viewing and processing online and Assisted Customer Claim (ACC)
111-06050000Workload Management
111-06060000Work Optimiser for staff
111-06070000Customer First training environment
111-07000000Data Integrity Enquiry (DIE) System
111-07000010Generating a multiple records report using the Data Integrity Error Search Data (DIESD) System
111-08000000Data Integrity Management Information Reporting System (DIMIRS)
111-08000010Generating a Data Integrity Multiples Reporting Tool (DIMRPT) report
111-09000000Customer Record
111-10000000Digitisation of information
111-10010000Digital Image Management
111-10010010Classifying escalated Centrelink digital images in the National Queue
111-10010030Scanning Centrelink documents using an MFD
111-10010040Scanning Centrelink medical/sensitive documents using an MFD
111-10010060Classifying Centrelink digital images via the National Queue
111-10010070Using the Desktop Fax workflow to fax forms and modules
111-10010080Actioning inbound desktop faxes
111-10010090Faxing letters using Outlook and Customer First
111-10010110Classifying Centrelink digital images via the Kofax Validation Queue
111-10010120Requesting a document rescan, retrieval or location
111-10010140Attaching electronic documents to a Centrelink customer's record using Document Tools in Customer First
111-10010150Removing a digital image from customer records
111-10020000Locating digital images
111-10020010Locating digital images via Document Tools in Customer First
111-10020020Moving and/or updating Centrelink digital images via Document Tools
111-10020040Viewing Centrelink customers' digital images
111-10020050Digital image not located on Centrelink customer record
111-10020060Digital image attached to incorrect Centrelink customer record
111-11010000Employment Services System (ESS) for Assessment Services
111-12000000Process Direct
111-14000000Letters and customer advices
111-14010000Creating an Online Advice (OLA), including within an existing activity
111-14010030Creating a Q134 letter
111-14010040Issuing Online Advice (OLA) letters to Third Party Organisations (TPO)
111-14010050Viewing or reissuing a letter or electronic message
111-14010060Creating a Q999 or Q888 letter
111-14010070Assessing suitability to issue a Q999 letter
111-14010080Changing settings to print a letter or electronic message on a local printer
111-14010090Centrelink Statement
111-15000000Online Document Recording (ODR)
111-15040020Recording reasons for decisions
111-15060000Participation Compliance Hub
111-16000000Indigenous servicing tools
111-16020000Community Code framework
111-17010020Storing scanned documents
111-17020030Managing Compensation recovery future preclusion files
111-17050400Digitisation and allocation of Medicare information
111-17050401Medicare scanning
111-17050402Manage Medicare scanning
111-17050403Categorisation and validation of scanned Medicare documents
111-17050404Processing and National Demand Allocation (PaNDA)
111-17080900Quality Call Standards
111-17081500Call and screen recording - information and access
111-18051700Request for Information (RFI) letter
111-19040126Classifying work for Medicare in Kofax
111-19052424Quality in Centrelink Smart Centres
111-19052427Quality Call Framework (QCF) checking in the Smart Centre Division
111-20000000Tips for customer records and reference numbers
111-20010000Customer records and screens
111-20010020Customer Record Access Monitor (CRAM) report
111-20010800Quality Management Application (QMA) in Process Direct
111-20012407Work Optimiser for Team Leaders
111-20012938Process Direct navigation, common screens and functions
111-20020010Accessing a customer record when the final letter of the Customer Reference Number (CRN) is not known
111-20040713Travel Management Application (TMA) quality checking
111-20050133Using Digital Assistant Roxy in Process Direct
111-20050145Reporting ICT issues in Process Direct
111-20051923Disaster Health Care Assistance Scheme (DHCAS) quality checking in QST
111-20061010PBS Authorities quality checking in QST
111-20071707Updating proficiency for QOL
111-20071754Quality Sampling Summary (QSS) screen
111-20080652eBusiness quality checking in QST
111-20090400Urgent QMA process for Smart Centres, Face to Face Services and Service Delivery Partners
111-20091834Customer Overview
111-20120433Quality checking using the Quality and Support Tool (QST)
111-20121135Quality Checker accreditation for Health Service Delivery Division
111-21000000Workflow Tools
111-21030245Urgent QOL process for Smart Centre and Labour Hire staff
111-21031003PBS Safety Net quality checking in QST
111-21031518PBS manual pharmacy claims quality checking in QST
111-21031610PBS stationery quality checking in QST
111-21031647Aged Care payments quality checking in QST
111-21050030Carer Payment (CP) processing in the Earnings and reporting tool
111-21051030Using the Internal Review/Explanation script
111-21060000Electronic Data Exchange with Financial Institutions tool
111-21062214eServices quality checking in QST
111-21062917Record and transaction locking in Process Direct
111-21070000Rapid Addressing
111-21071442Australian Organ Donor Register (AODR) quality checking in QST
111-21112956QOL and QMA dispute processes for face to face, smart centre, Service Delivery Partner and CAO staff
111-21122234Technical Support Model - boutique work
111-22000000Quality checking procedures
111-22010000Quality Call Framework quality checking
111-22010637Archive Search Display in Process Direct
111-22011000Quality Call Framework accreditation of Quality Checkers
111-22020000Australian Immunisation Register (AIR) quality checking in QST
111-22020347Individual Healthcare Identifier (IHI) quality checking in QST
111-22030000Australian Organ Donor Register (AODR) quality checking
111-22042744Medicare Public quality checking in Quality and Support Tool (QST)
111-22042821Provider Registration Location Specific Practice Number (LSPN) quality checking in QST
111-22050000External Breast Prostheses Reimbursement Program (EBPRP) quality checking in QST
111-22053121Automation capabilities
111-22053152Straight through processing
111-22070000Healthcare Identifiers Service (HI Service) quality checking
111-22072908Technical Peer Support (TPS) in Compensation Recovery
111-22080000Medicare Compensation Recovery quality checking
111-22081726Video chat
111-22090000Medicare claims and eligibility quality checking
111-22090010Bulk Bill quality checking processing
111-22090020Patient Claims quality checking processing
111-22090030Public Eligibility quality checking processing
111-22100000Quality Call Framework
111-22100426Digitally enabled processing (DEP)
111-22112508Medicare Entitlement Statement (MES) quality checking in QST
111-22120000My Health Record system quality checking
111-22120010My Health Record (Provider) quality checking processing
111-22140000Incentive Programs quality checking in QST
111-22160000Provider Registration quality checking in QST
111-22180000Remote Area Aboriginal Health Services (RAAHS) quality checking in QST
111-22190000Veterans' Affairs Processing (VAP) quality checking
111-22230000Tasmanian Freight Equalisation Scheme (TFES) quality checking
111-23000000Quality On Line (QOL)
111-23022252Managing work item - Unfinalised activity - Immediate action required
111-23050140Technical Support Model
111-23051001Tier 1 technical support - Local Peer Support (LPS)
111-23051013Tier 2 technical support - Service Support Officer (SSO)
111-23051026Technical Support Model - Team Leader role and responsibilities
111-23051044Tier 0 technical support - self-sufficiency
111-23051519Quality checking dispute process for Health Service Delivery Division
111-23083013Quality Management Application (QMA) quality checking
111-23083056Quality Management Application (QMA) sampling policy and process
111-23090615Quality checking in Process Direct and Customer First
111-23090850Continence Aids Payment Scheme (CAPS) quality checking in QST
111-23092909Work Optimiser for Analysts
111-23101138Quality assurance and quality checking for external mail in Medicare
111-23103055Quality Management Application (QMA) quality checking in emergency claims
111-24000000Staff Feedback Tool
111-24010000Recording feedback in the Staff Feedback Tool
111-24012410Pharmaceutical Benefits Scheme (PBS) Patient Refund quality checking in QST
111-24020000Management of the Staff Feedback Tool
111-24032602Workload Management (WLM) - Social Security and Welfare (SSW) Compensation Recovery
111-24042254Creating a Q164 request to contact letter
111-24060400First Contact Resolution (FCR) for Health and Aged Care
111-25000000Australian Taxation Office (ATO) and the Services Australia Information Hub
111-26000000ISIS Applications Support
111-26010000Assessment and Determination (ASD)
111-26010010Notification Handler (NOHL)