Quality Management Application (QMA) quality checking in emergency claims 111-23103055

Emergency claims are selected for quality checking using QMA. These include:

• Australian Government Disaster Recovery Payment (AGDRP)
• New Zealand Disaster Recovery Payment (NZ DRP)
• Disaster Recovery Allowance (DRA)

QMOs are allocated these work items for quality checking through Workload Management (WLM). They receive allocations aligned to their:

• skillset (the type of work they are skilled to do), and
• business and technical knowledge in the work type

Emergency claims are quality checked using Integrated QMA. When completing a check, this means that QMOs will:

• have the QMA Processing button greyed-out under the More Options button
• complete the quality check by:
• selecting Next
• moving through screens and/or the workflow with provisional data that has been updated by staff
• using the Task Selector

Emergency claims use a question-based workflow to capture the online claim responses. These screens will display FORM on the Super Key. The following are not available in the question-based workflow:

• QMA Action column
• No-Error and Error buttons

QMOs must:

• record errors identified on the QMA Summary
• take additional steps to:
• quality check the workflow
• record outcomes, and
• undertake corrective action, where required
• take extra care when quality checking this component to ensure the correct outcomes are applied