1. SRSS Best Practice June 2016 OPM Changes – Case Coordination OPM Part 4 - Case Coordination

2. Case Plan document Always one document – you add to it each contact Living document – you add to it each contact Replaces Case Plan review Replaces support recommendation Uploaded with any significant changes Follow up actions from incident report to be included Portal activity: ‘Case plan – update’ status: active Person responsible: DIBP and attach Best practice: pdf quarterly One per family, attach to principle applicant with the plan done for all members

3. Monthly contact Quarterly face to face 2 monthly phone contacts Portal activity: “interview – case assessment’ with a portal note: type of contact (i.e. face to face, phone)

4. Monthly contact (Band 6) Establishment Complete case plan and; Portal activity: ‘Confirmation- case plan’ Status: active Attach Case Plan uploaded within 10 business days of referral

5. Monthly contact Maintaining a Case Plan For providing information to DIBP: Portal activity: ‘Case Plan – confirmation’ Status: complete Person responsible: case worker For alerting DIBP to significant changes or whenever there are ongoing issues (i.e. patterns in seeking medical advice): Portal activity: ‘Case Plan – Update’ Status: active Person responsible: DIBP No contact: Portal activity: ‘Escalation – no contact’ Status: Active

6. Submitting updated case plans Significant changes (affects eligibility or changes services required) Birth of a child Death Self – harm (actual or threatened) Allegations of domestic violence Medical condition requiring ongoing hospitalisation (wait for request from DIBP for request for ‘Case Plan - update’ Diagnosis of a chronic condition requiring ongoing support or treatment Need for significant additional funds or services Notification of a welfare authority Participation in meaningful engagement activities Employment When a client has transitioned bands When a client has changed SRSS providers Where there are changes in family circumstances, such as separation

7. Submitting updated case plans Ongoing minor events or warning signs Allegations of domestic violence (all updates to be attached to mothers record rather than primary) Increased isolation form family or other support networks Increased instability/fragility of a clients mental state Significant changes in a clients personal associations Increased threats with the intention to harm others or themselves Patterns in seeking medical services Severe financial issues (hardship, gambling etc) Broken down marriage/relationship Client has been a victim of crime of where a family member has been arrested and/or charged with a crime Refusal to attend school

8. Example of a significant change Birth of a baby When client advises she is pregnant: Portal activity: ‘Case Plan – confirmation’ Status: complete When child is born: Portal activity: ‘Escalation – issue’ Status: active Attach: copy of blue book ‘Case Plan – confirmation’ Status: complete When birth certificate received: Portal activity: ‘Case Plan – update’ status: active Attach: certified copy of birth certificate

9. OPM corrections Escalations DIBP has realised that some portal activities which trigger a business flow will need to remain as in OPM V3: New born babies: SP to complete ‘Escalation – Issue’ to ensure baby payments are actioned with DIBP and DHS by CPON. Employment: SP’s to continue to complete ‘Escalation – Dormancy Income’ to ensure DIBP Ops inform DHS