DISCLOSURE LOG FOi 23/24-0807
OFFICIAL
DOCUMENT 1
Governance summary document
Summary
Initiative/Project
Plan Continuations
Start Date
22 February 2022
Status
Ongoing
DCEOs Service Delivery/Children, Specialised Services & Scheme Interfaces
Stakeholders
Frontline Services SES Leadership Team
Performance, Quality and National Workload Management Branch
Background
In 2020, the Agency had developed an auto-extension functionality in SAP CRM, that would
automatically extend a plan beyond its end date, if it was not reassessed before the plan expired.
This functionality was initially introduced at the commencement of the COVID-19 pandemic, due to
concerns the Agency's workforce may be impacted by the pandemic, to the extent it was not
possible to reassess all participant plans before they expired, leaving participants without funds.
In November 2021 the Service Delivery Leadership Team (SOLT), led by DCEO Jeremy Dean,
sought to introduce a strategy that would provide a better experience for participants with upcoming
scheduled reassessments and to help manage the volume of plans that were reaching their end
date each week. The option of utilising the system built auto-extension functionality to continue a
participant's plan for a further 12 months, without intervention by a planner delegate, was explored.
It was further discussed that the Agency needed to provide participants with some more of
communication to advise their plan was going to be continued and to explain what this meant. It
was agreed a letter would be sent to the participant explaining the plan continuation, how they could
access the supports in their continued plan and detailing the process for participants to follow if they
did not wish for the plan to be continued, but rather required a scheduled reassessment.
Initial Recommendation/Decision
The initial decision to proceed with preparing an executive brief recommending plan continuations
for participants with plans in SAP CRM was made by SOLT in the Peak Production forum in
November 2021. This decision involved developing an executive brief with the following key
elements for approval:
1. Identifying which participants would not receive a plan continuation, based on a risk
assessment process related to the participant's age, disability, complexity of circumstances,
plan utilisation and a number of other factors related to specific cohorts of participants.
These factors became known as the plan continuation exclusion criteria.
2. An initial focus on sending plan continuation letters to a number of participants whose plans
had already auto-extended in the system and for whom Service Delivery did not have
sufficient capacity to reassess their plans.
3. A secondary focus on establishing a monthly process of identifying which participants with
plans expiring each month, based on the risk assessment process above, would receive a
plan continuation and proactively sending those participants a plan continuation letter before
their plan expired.
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