Classifying Centrelink digital images via the National Queue 111-10010060

Digital images that need manual classification are classified via the National Queue in Process Direct.

To receive National Queue work in Process Direct, Classification Officers must have the appropriate skill tag(s) for this work coded in Essentials.

Classification Officers need to determine the correct Customer Reference Number (CRN) and form type for a digital image. Creation of a CRN is required if unable to locate the relevant CRN.

They can escalate documents to a Classification Support Officer for help with more detailed or complex digital images.

A document can be escalated to the Classification Support Queue when additional support and expertise is required to finalise the classification process.

To escalate a document, enter the relevant form code in the Form Type field (refer to the Centrelink Classification Index for the appropriate form code), select the 'Escalate to a Classification Support Officer' document decision option followed by the save icon.

Some documents received are too large and will show an error when attempting to open the PDF. These documents still need to be attached to the relevant customer CRN, but also need to be escalated using the webform. See Requesting a document rescan, retrieval or location.

Any image that cannot be attached to a customer record must be escalated to the Classification Support Queue when:

• there is not enough information in the document to locate a customer record, establish a customer's identity, or create a new record - Orphan documents
• they do not relate to any customer. For example, invoices - Administrative documents
• they are part of a process where the documents cannot be attached to a record. For example, tip offs or inappropriate images - Administrative documents, or
• there is a business reason why the documents cannot be attached to a record, but they still need processing. For example, a single page contains details for multiple customers - Administrative documents

In some cases, an Administration document may also be an Orphan document. For example, an invoice addressed to Services Australia where the owning team or agency cannot be identified.

Note: classification of a document as Orphan or Administrative should only be undertaken by Local Peer Support (LPS)/staff assigned to action images from the Classification Support Queue.

MIFE documents are medically sensitive information lodged by customers. They are accessed for decisions about:

• new claims
• reviews
• work capacity assessments, and
• exemptions from mutual obligation requirements

To identify a MIFE document, the MIFE indicator tick box will be selected in Document Tools in Customer First or the Documents tab in Process Direct.

These are typically supporting documents such as payslips, identity documents and bank statements.

If a reclassification page is not used when scanning these documents, they will need manual classification.

For a full list of Unstructured (UNS) document codes, see the Centrelink Classification Index.

Tip-offs received by the agency:

• must not be attached to a customer record
• must be escalated to the Classification Support Queue to be sent for administrative processing See Orphan and Administrative documents above

Documents received by post not intended for Services Australia (for example, a birth registration form) are scanned by the scanning provider:

• with a 'Documents returned to customer - not for Services Australia' coversheet
• then returned to the customer/sender using the relevant 'with compliments' slip

Scanning lets Service Officers view the image on the customer's record if the customer contacts to explain why they sent the document. If the information is determined relevant to the agency, using the digital image is appropriate to undertake any required action on the record. This avoids the customer needing to resend the information.