Locating and actioning Disability Medical Assessment (DMA) work items in the Workload Management System (WMS) 008-03030200

Activities or work items generated by the external Government-contracted Doctor (GCD) referral system are allocated to staff through Customer First's Workload Management System (WMS). These are the DMA specific work items for Disability Support Pension (DSP) New Claims:

• ZGCD_INCOMPLETE - Insufficient information was available for an automatic DMA referral to be completed and manual action is required. Reasons a DMA referral may not automatically generate include:
• there is a finalised DMA on customer record that was completed within the past 2 years
• there is an open DMA referral on the customer record
• the system was unable to determine the date of claim/medical review initiation
• the data from the ESAt/JCA report was unable to be automatically populated or information is missing; or
• the system was unable to determine the DMA referral reason
• ZGCD_CANNOT_CONTACT – Claimant is unable to be contacted in order to schedule a DMA appointment
• ZGCD_DISABILITY_ASSM - DMA Report has been submitted and is ready for action
• ZGCD_REPORT_RETURN - GCD has requested the DMA report be returned to them for further action
• ZGCD_FAILED_TO_PART - Claimant/recipient has failed to participate in the Disability Medical Assessment
• ZGCD_FAILED_TO_ATTEND - Claimant/recipient has failed to attend a DMA appointment on two occasions

For a request for an explanation or a formal review of a decision (DMA referral reason of Appeal) the ownership model of work allocation will apply.

The allocation of DMA specific work items is based on an ‘ownership model’ means that a work item for a specific DMA referral is allocated to the staff member that made the initial referral.

If the staff member is on leave or no longer processing this work their team leader can reallocate work items to another individual.

If the referral reason is ‘Appeal’ or ‘Review-Other’ the following work items are allocated via the ownership model:

• ZGCD_INCOMPLETE_OWN
• ZGCD_CNNT_CNTACT_OWN
• ZGCD_FAILED_ATT_OWN
• ZGCD_FAILED_PART_OWN
• ZGCD_DISY_ASSM_OWN
• ZGCD_RPT_RETURN_OWN

The Process page has details on locating and actioning DMA work items.

Work items are allocated on the basis of skill tags.

A single work tag NV CLK MED RVW GCD REF DSP has been created for all of the work items generated by the DMA referral system.

Only processing staff, Subject Matter Experts (SME) and Authorised Review Officers (ARO) who have completed training on DMA referrals should have this skill tag.