Request to finalise an Employment Services Assessment (ESAt) report to create a new ESAt referral 001-02320060

Assessment Services cannot book a new ESAt when a previously submitted ESAt report has not been finalised. This may be because:

• the ESAt report has been accepted but it has not been 28 days from the date it was submitted by the Assessor
• the ESAt report cannot be accepted

A report not being accepted can occur when a customer lodges an appeal of a decision after an ESAt is conducted and a new ESAt is required.

Is early finalisation required?

• Yes, go to Step 2
• No, procedure ends here

Services Australia staff can ask for early finalisation by using the Finalise option from the Action dropdown in Process Direct. This option is only enabled when the ESAt report:

• is submitted and
• has been accepted, and
• there is no started DSP/NCL or RFL/WSS activity on the Activity List (AL) screen in Customer First
• there is no DSP new claim ‘In Process’ in Process Direct
• the activity in which the ESAt acceptance was completed has been finalised

Note: if early finalisation has previously been requested but not yet completed, the Finalise option cannot be selected again. Check the record for a DOC indicating that early finalisation has been requested. If a request was made, no further action is required unless the report status has not changed after 24 hours.

Is there a DSP/NCL activity on the AL screen in Customer First or ‘In Process’ in Process Direct?

• Yes, go to Step 3
• No, go to Step 4

If there is a DSP/NCL activity on the Activity List (AL) screen it may prevent finalisation of an ESAt. In this case, the activity will need to be cancelled before finalising the ESAt. Cancelling the activity from AL screen in Customer First will not cancel the claim in Process Direct.

If the activity relates to a DSP claim being processed in Customer First, for example because the claim was handed over, the claim will need to be reindexed after the ESAt is finalised. See Indexing, re-indexing, and cancelling claim activities.

If the DSP claim activity in Process Direct is In Process, this will prevent Early Finalisation:

• Update the DSP claim status to On Hold
• Select the reason Third Party to Provide Information
• Set the review period to 2 days

Go to Step 4.

Check the Activity List (AL) screen in Customer First.

Is there an RFL/WSS activity?

• Yes, the RFL/WSS activity will prevent Early Finalisation
  • To action the activity, see Actioning automatic activities of a current Employment Services Assessment (ESAt) referral
  • When the RFL/WSS activity has been completed, go to Step 5
• No, go to Step 5

In Process Direct:

Go to the Referral Summary (RRSUM) screen

• select ESAt/JCA Report to enter the ESAt/JCA Acceptance workflow
• select View Report to view the ESAt or JCA report
• select Finalise from the Action dropdown and Save
• select Assess to navigate to the SWE screen, select Assess again

When attempting to complete the early finalisation request, if the message 'The early finalisation request was not successful. Please refer to Operational Blueprint' presents, go to Step 6

Create a Fast Note to record details of the request to early finalise the ESAt. Where Finalise has been selected and the status has not changed to Finalised, record the date and time it was requested.

A completed activity appears on the Activity List (AL) screen to confirm the report has been finalised.

The ESAt status will change to a status of Finalised overnight.

The Finalised status will show on the Referrals Summary (RRSUM) screen.

When the Finalised status shows, a new ESAt can be booked.

If unable to request finalisation, go to Step 6.

Confirm that the report meets the requirements for early finalisation listed in Step 2.

If all requirements are not met, early finalisation is not able to be completed.

If there are outstanding DSP/NCL or RFL/WSS activities, complete the required action before attempting the early finalisation request again.

If all requirements are met, or if there is a DOC indicating that early finalisation was requested more than 24 hours earlier:

• refer to Service Support Officer (SSO) via the Direct Referral to SSO web form to finalise the ESAt. See Request to finalise an Employment Services Assessment (ESAt) or Job Capacity Assessment (JCA) report to create a new JCA referral for a link to the webform
• create a Fast Note to record that an SSO referral has been made and the reason why