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The contents of this document are OFFICIAL.
Log an activity or internal note
Guidance in this document is not approved for use unless you view it in PACE.
This article provides guidance for all NDIA staff and partners to:
• check if there is an open case
• decide if a follow-up action or review is required
• log an activity or internal note to the case
• log an activity or internal note to the person account
• understand how to log an activity as a JAWS user.
This could be recording contact with an applicant, participant, authorised representative,
provider, unauthorised person, contact attempt or internal note.
Recent updates
6 May 2024
• New section for how to add an activity or internal note to the person account if there is no
relevant open case and no further follow-up action required. You no longer need to
create an enquiry case for this scenario.
• Included a step that you
must add the person and related contacts to the 'Name' field,
otherwise the activity or internal note wil not appear on the person's account.
• Update to include reference to 'contact attempt' in the introduction section to support you
to find the correct article when recording a contact attempt.
• Update to section 'Before you start' to include scenarios for when you need to log an
activity or internal note.
• Emphasised that you
must log an activity
every time you contact a person and included
additional examples to support this.
Before you start
You either:
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• contacted a person or they have contacted you
• made a contact attempt
• need to record an internal note.
Check if there is an open case
1. Check if there is a related open case:
• If there is a related open case, go to section
Log an activity or internal note to
the case.
• If there is no related open case, go to section
Decide if a follow-up action is
required.
Decide if a fol ow-up action is required
1. Decide if a follow-up action or review is required, or if the enquiry is resolved at first
contact:
• If fol ow-up action is required, create the appropriate case to action the enquiry.
Then go to section
Log an activity or internal note to the case.
For example, if the participant is calling to update their address, create an
Update
Person Account case.
• If no fol ow-up action is required, go to section
Log an activity or internal note to
the person account.
Log an activity or internal note to the case
You
must log an activity
every time you contact or meet an applicant, participant, their
provider, or authorised representative, For example, when you:
• contact a person about an access or plan decision, information gathering or requesting
more evidence
• support a participant to use their plan
• arrange or conduct a meeting. For example, information gathering or check-in
• provide support to link to community and mainstream supports
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• update the person's account. For example, updates to their profile, roles or authorities, or
their my NDIS contact
• respond to a complaint or incident.
You must also log an activity to create an
Internal Note when you contact an NDIS team
member or when leaving information for them to review or action.
1. From the
Person Account screen, select
Cases.
2. Select the relevant
Case.
3. Select
Log Activity on the
Activity panel on the right.
4. Select
Create New or
Add.
5. At
Name, make sure the person is listed and add related contacts. For example, the
applicant or participant.
Do not leave this blank. You
must add the person and related
contacts, otherwise this activity or internal note wil not appear on the person's account.
6. Select the
Activity Type:
•
Inbound Phone Cal
•
Outbound Phone Cal
•
Inbound Email
•
Outbound Email
•
Webchat
•
Internal Note
•
Face to Face
•
Virtual
•
SMS.
7. Select an
Outcome, depending on the
Activity Type you choose.
8. Select a
Subject:
•
Contact with Participant
•
Contact with Authorised Person
•
Contact with Provider
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•
Contact with Unauthorised Person
•
Contact Attempt
•
Internal Communication.
9. Add
Comments that are relevant to the case type. To learn more, read articles relevant
to the case type.
10. Select
Save.
Note: When you log an activity, it displays on the
Person Account Timeline and the
Activity tab. To learn more, go to article View the Person Account Timeline.
11. After you record comments, continue working through the case using the articles
relevant to the case type.
Log an activity or internal note to the person account
If there is no related open case and no further follow-up action or review is required, add the
activity or internal note to the person account.
Do not log an activity to the person account if there is a related open case, a new case
is required, or follow-up action is required.
1. Navigate to the relevant
Person Account.
2. Select
Log Activity on Account from the highlight panel.
3. Select the
Activity Type:
•
Inbound Phone Cal
•
Inbound Email
•
Webchat
•
Face to Face
•
Virtual.
4. Select a
Subject:
•
Contact with Participant
•
Contact with Authorised Person
•
Contact with Provider
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•
Contact with Unauthorised Person.
5. Select the
Category:
•
Information about the NDIS
•
Reports and Evidence
•
Plan or Budget
•
Portal or App
•
Provider
•
General Question
6. Add
Comments that are relevant to the enquiry.
7. Select
Save.
Note: When you log an activity, it displays on the
Person Account Timeline and the
Activity tab. To learn more, go to article View the Person Account Timeline.
8. No further action required.
Tips for JAWS users
Quickly navigate to the activity panel
• Press
Control plus End to go to the end of the screen.
• Press
Shift plus H to skip to
Headings.
• Press the
down arrow key to go to the
Activity tab. The
Activity tab is the default.
• Continue to use the
down arrow key to go to the
Log Activity sub-panel.
• You can also press
B to go directly to the
Create New dot dot dot button then press
Enter to activate. The
Log Activity form displays.
Fil in the Log Activity form
• The
Name field auto-fills the
Contact for the case. To change the
Contact use the
Name field to search the NDIS number or name.
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• Select an
Activity Type. The
Activity Type determines the value in the
Outcome field.
If the
Outcome field is not active, an
Activity Type is not required. For example,
Internal Notes does not need an
Outcome.
• Select the
Subject field from the list of five choices.
• When tabbing from the
Subject field, JAWS wil announce 'Please add additional notes
here'. This is a tool tip. Press
Tab again to get to the input area to type your comments
for the activity.
Note: To go back to review information in the form, switch to virtual PC mode and use
arrow
keys to navigate. There is a known issue when using
Shift Tab to navigate back. If
Shift Tab
is used to go back from the
Comment field, it wil announce 'Insert Quick Text Button'. This
button is not announced when navigating forward. If
Shift Tab is used again JAWS reads out
the name of the case and case number.
Article labels – internal use only
PACE user role names
Add:
User role name label
Delete:
User role name label
Topics
Add:
Topic label
Delete:
Topic label
Case names
Add:
Case name label
Delete:
Case name label
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