Managed Service Plan (MSP) - Implementing 104-07050030

Phone the customer and:

• explain the reasons the MSP has been implemented. For a reactive MSP, this is because of a specific incident. For a proactive MSP, this is to support them by addressing vulnerabilities
• explain the reasons for the duration of the MSP
• discuss the behaviours taken into consideration. Do not summarise the customer's behaviours as 'inappropriate' or 'aggressive' without explaining why
• discuss any servicing restrictions including the consequences of non-compliance. For example, they may be prosecuted for criminal trespass if they have a full face-to-face restriction and attend a service centre (without an appointment for a one-off variation)
• advise the customer how they can access services for the duration of the MSP
• provide contact details for the One Main Contact (OMC) or Personalised Services Service Officer (PSSO), and confirm the customer’s contact details and method
• advise they will receive a letter explaining the MSP and a contact card

Add a note for each successful or attempted contact.

If the contact is successful, go to the MSP’s General Details screen and update the Date customer informed of MSP field.

If the customer displays aggression or counterproductive behaviour see Customer aggression - Response. Record a new incident and link it to the MSP.

There are limited circumstances where it is not appropriate to phone a customer:

• Wherever possible contact the customer's Authorised representative or nominee to enquire where a decision is made not to contact the customer directly
• Decisions to not contact the customer must be recorded in an MSP note

For Centrelink customers, if phone contact is unsuccessful, consider sending an MSP SMS through desktop messaging. Go to Step 2.

To reduce the risk to staff safety, it is important that customers are notified of MSP decisions as soon as possible.

Where possible, an SMS should be sent to the customer where it is determined that prompt message delivery with limited text is warranted ahead of sending more detailed information in an MSP letter. See Centrelink letter online and Electronic Messaging.

SMS can only be sent by approved decision makers where:

• the customer cannot be contacted by phone
• the telephone discussion with the customer was unproductive
• telephone contact was successful, and it was determined that the customer may benefit from confirmation of MSP details by SMS
• waiting until the next day to call the customer may result in a more productive discussion and the customer would benefit from a preliminary message
• the customer may benefit from having the Personalised Services triage number captured on their mobile phone

Note: where a decision is made to send an SMS, the approved decision maker must make sure the mobile number on file is not recorded on multiple records. Where this does occur, the SMS must not be sent, and existing phone and letter notification provisions apply. Before sending a customer aggression related Desktop Electronic message, see SMS/Email Search (SMEM) screen.

An MSP SMS should not be sent to customers talking about suicide or self-harm. Refer to Customers talking about suicide or self-harm.

If a staff member witnesses family and domestic violence through any channel involving an immediate threat to safety, staff are to follow their local response guidelines. An MSP SMS should not be sent refer to Family and domestic violence.

Due to the SMS character limit, an SMS does not contain all required notification and decision information. Sending an SMS will complement, not replace the corresponding letter.

Servicing restrictions include:

• write only
• full face to face
• partial face to face, or
• a protection order exists

The Face to Face Service Delivery Support Team (SDST) is responsible for managing all aspects of Priority mail.

SDST will:

• Ensure that a copy of the final approved letter, in PDF format, is attached to the MSP
• Print letter
• Insert an OMC/PSSO contact card (see Resources for a link to the Ordering business cards, employee contact cards page)
• Attach Priority labels (envelopes may already have a Priority stamp. If so, a Priority label is not required)
• Add details to the internal tracking register. At a minimum, detail must include:
  • MSP ID
  • date letter issued
• Add a servicing arrangement note to the MSP with the same details

For delivery and administration of other MSP or customer aggression letters, go to step 4

Resources has a link to the MSP letter guidelines.

Procedure ends here.

Use Priority mail to send the letter for:

• MSPs that do not include face to face restrictions, e.g. partial phone restriction only
• MSPs with no servicing restrictions, e.g. proactive MSP with no restrictions
• Invitations for customers to participate in their MSP review
• One-Off variation of MSP restriction
• MSP reminders
• Behaviour warnings

SDST will email letter details to the employee responsible. The employee responsible will:

• ensure that a copy of the final approved letter, in PDF format, is attached to the MSP
• print the letter
• send via Priority Post
• add a servicing arrangement note to the MSP confirming the letter has been sent

For MSP letter Return to Sender, see Table 2.

Resources has a link to the MSP letter guidelines.

Procedure ends here.