Technical Peer Support (TPS) in Compensation Recovery 111-22072908

There is an expectation that Service Officers will:

• Research thoroughly using a range of online tools and reference material before contacting a TPS. For example:
• Operational Blueprint
• Network News Update (NNU)
• Office Locator
• mySupport
• Roxy Digital Assistant response
• Process Direct current issues, and
• Compensation Recovery Program and Medicare Recovery SharePoint
• Contact a TPS if an activity results in arrears or a negative adjustment and the Service Officer is not sure if this result is correct based on the reference material used
• Contact a TPS:
• if the status or rate of payment does not reflect information on the record
• if the system will not allow updates
• when coding results in an error and relevant reference material does not provide a solution

Service Officers must not contact a:

• TPS to confirm information found in reference material or that an activity is correct before completion
• Smart Centre, service centre or other zone teams directly for technical advice

There is an expectation that TPS staff in Compensation Recovery will:

• give technical help and guidance to Service Officers using the appropriate channel
• help social workers by undertaking coding and providing technical advice where related to compensation matters
• answer Access Support Centre or TPS enquires from zone, service centre, or Smart Centre staff
• take over responsibility for calls when a customer needs to speak directly to a technical expert. TPS may be asked to explain a circumstance to a customer. For example, a Compensation Preclusion Period calculation
• action Quality On Line (QOL) work as directed
• escalate issues unable to be resolved to Service Support Officers (SSOs) within the Compensation Helpdesk

SSOs are responsible for co-ordinating the completion of escalations generated by Service Officers, TPS and others in Compensation Recovery on behalf of the Compensation Helpdesk.

It is expected that escalations are dealt with in a timely manner. Referrals must be followed up on a regular basis to make sure they are completed as soon as possible. Escalation DOCs must be on customer records. The records are to be updated regularly with the latest information when not able to be resolved in a timely manner.

SSOs are to give feedback to a TPS officer via the Staff Feedback Tool, when it is confirmed that incorrect information was given by the TPS.

Team Leaders assist a TPS by:

• helping customers who have asked to speak to a supervisor regarding customer service issues
• assisting Service Officers to stop incorrectly generated arrears from being issued
• monitoring TPS workloads and call volumes and give extra support when required
• referring policy or complex technical issues raised by a Service Officer to the Compensation Helpdesk for an SSO to assist