Classifying Centrelink digital images via the National Queue 111-10010060

To access the National Queue open a Process Direct session via the desktop icon.

If the scanned document is relevant to the customer separating from a relationship, there are key tasks the customer should consider keeping their personal information safe. See Separating safely - protecting personal details.

Note: to receive a National Queue work item in Process Direct, Classification Officers must have the appropriate skill tag(s) coded in ESSentials.

Select the inbox tile from the landing page in Process Direct. The Work Item Search screen will display.

Select Ready to allocate the next available work package that the Classification Officer has the capability to complete. The Work Package details screen will display.

View each digital image by selecting the paperclip icon.

Review the image to ensure:

• the image does not contain information for mixed/unrelated customers
• the image is not related to a tip-off
• the image is clear/content can be read
• information has not been cut off during the scanning process e.g. it appears there has been a misfeed as multiple pages overlap, or the document has been scanned as simplex resulting in only every second page being scanned

If the image contains mixed/unrelated customer information. relates to a tip-off, and/or the content is not clear, go to Step 6.

If the image contains content that is inappropriate, offensive or threatening to staff, customer or a site:

• notify a Team Leader/Manager immediately
• follow the appropriate escalation process for sensitive images
• do not attach the image to the customer record
• classify using ‘Image processed, no action required’

Classify every document using only one Customer Reference Number (CRN) per document.

If a valid CRN:

• has been provided on the document, use this CRN. Go to Step 3
• has not been provided:
• follow the steps to search for a customer record on the system, and
• if required, create a CRN. Note: this includes converting or escalating child records and deceased customer records to Classification Support
• cannot be confirmed due to the customer being a Restricted Access customer, go to Step 8

Check that:

• the correct CRN is in the CRN: field
• the correct form code is in the Form Type: field
• all documents within the image belong to the 1 customer, that is, there are no mixed/unrelated customers
• all documents within the image belong to the 1 business process, e.g. they relate to the one claim or review
• the image is clearly readable, e.g. no apparent folds or creases prevent viewing all the information on it

Are all the above conditions met?

• Yes,
• For Medical Information File (MIFE), go to Step 7
• For all other images, go to Step 9
• No, go to Step 4

• If the Form type or CRN is incorrect, go to Step 5
• If any of the following apply, go to Step 6:
• the image is unreadable
• the CRN cannot be found, or the document does not belong to a customer
• documents within the image should have been split, or belong to mixed/unrelated customers
• a system issue is preventing the image from being classified
• the image is not a Centrelink document

The Centrelink Classification Index contains specific classification information for form codes and unstructured documents.

See the Centrelink Classification Index for more information.

• Update the auto-filled details as needed, or insert the correct details into the blank fields:
• If the form type is incorrect or is undefined, use the Form Type: field to search for and select the form type that best matches the digital image
• If the CRN is incorrect, locate the correct customer record or create the CRN. Update the CRN in the CRN: field
• If the image is also unreadable, go to Step 6
• If after the correction, the image type cannot be classified, go to Step 6
• If image is ready to be classified:
• For all Medical Information File Envelope (MIFE) documents, go to Step 7
• For all other images, go to Step 9

• If the image is unreadable (and there is no 'Received As Is' coversheet), contains documents that should have been split, or are for mixed/unrelated customers:
• Finalise the image by selecting the Document Decision option Re-scan followed by the save icon
• Follow the process in Requesting a document rescan, retrieval or location
• If unable to find the CRN, the document does not belong to a customer, or a system issue is preventing classification:
• Select the Document Decision option Escalate to Classification Support Officer
• Explain the reason for escalating the image in the Add Note: field
• The image will be sent to the Classification Support queue for further action
• If the document relates to a tip-off:
• Select the Document Decision option Escalate to Classification Support Officer
• Classify the document as a UNS004
• Explain the reason for escalating the image in the Add Note: field (key ‘Tip-off’)
• The image will be sent to the Classification Support queue for further action
• If a large file size stops the document from opening:
• Attach it to the relevant CRN
• Escalate the error using the Rescan/Retrieval Webform. See Requesting a document rescan, retrieval or location

Procedure ends here.

Complete the Doctor Signed Date field if applicable.

Go to Step 9.

This will prevent access to the document. The system will display a list of authorised Restricted Access users for this record.

Move these images to the Deny Access Queue. Select the Document Decision option to Escalate to Deny Access Queue.

Procedure ends here.

Was the document scanned using the 'Documents returned to customer - not for Services Australia' coversheet?

• Yes,
• Select the Document Decision option Image processed, no action required
• Click the Save icon. A message will appear to say that the work item has been unassigned
• The image will attach to the customer's record, but no work item is created for allocation through Workload Management (WLM)
• No,
• Select the Document Decision option Image checked and ready to be processed
• Click the Save icon. A message will appear to say that the work item has been unassigned
• The image will attach to the customer's record and a work item will be created for allocation through WLM

Do not select the options below at this stage of the classification process. These options can only be used by staff working in the Classification Support Queue:

• Image requires administrative processing
• Image contains insufficient information