External Complaints - Child Support investigations 277-17091400

Unplanned leave

Allocation

1-2 days

• No change to normal allocation, do not allocate Parliamentarian/Ombudsman Complaint transfers
• Intrays stay with ExCCS Service Officer

2+ days

• Stop allocating until ExCCS Service Officer is back at work. ExCCS Service Support Manager will notify ExCCS Program Support Officer

Planned leave

Allocation

1-3 days

• No change to normal allocations, no urgent pieces of work will be allocated
• Expectation is the ExCCS Service Officer works with their Service Support Manager to make sure work on hand is being managed effectively

4-10 days

• Allocation will stop 2-5 days, depending on workload, before leave allowing ExCCS Service Officer time to progress/finalise work
• Where possible, ExCCS Service Support Manager will monitor/re-allocate within team. If unable to do this, they will contact the ExCCS Program Support Officer to discuss wider re-allocation
• No allocation during absence
• Allocation will recommence the day before the ExCCS Service Officer returns from planned leave

10+ days

• Allocation ceases at least 5 days before leave
• No allocation during absence
• ExCCS Service Officer works with their Service Support Manager before leave. Monitoring or reallocation of work may be needed
• Where possible, ExCCS Service Support Manager will reallocate within team. If unable to do this, they will contact the ExCCS Program Support Officer to discuss wider re-allocation
• Allocation will start 1 day before returning, and will be topped up to a full case load generally in 1 week of returning. This allows the ExCCS Service Officer to review/action emails as needed

Note: if possible, ExCCS Service Officer will finalise all work on hand before leave.