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C13/1996 CLAIMS MANAGEMENT SYSTEM (CMS) VAFIS NETWORK
DATE OF ISSUE: 9 FEBRUARY 1996
CLAIMS MANAGEMENT SYSTEM (CMS) VAFIS NETWORK
The purpose of this instruction is to advise staff of the implementation of a new CMS network for recording information about clients requesting contact with VAFIS officers, seeing VAFIS officers and clients targeted by VAFIS officers.
2.As part of the 1995/96 Budget, it was announced that a Veterans' Affairs Financial Information Service would be introduced commencing from November 1995. The role of VAFIS officers will be to explain in detail the rules of the income and assets tests and how these rules affect an individual pensioner.
3.In order to identify, record and monitor the client contact by the VAFIS officers, a new CMS classification type has been introduced. This classification will not be linked to PIPS and will be a CMS recording function only.
4.The CMS will be updated with the new classification details and can be found on-line via CN.SM.
ALLOWED STAGESSTAGE NUMBER
Case Finalisation — 199
Case Withdrawal — 899
5.This stage is to be used when initial contact is made with a client by way of a targeted invitation. It should also be used when a request is received for a personal invitation or phone interview. This stage can be progressed to Investigation or Finalisation/Withdrawal.
6.This stage should be used when a targeted invitation has been accepted or an interview appointment has been made or confirmed. This stage can be backed out to Registration or Finalisation/Withdrawal.
7.Is used when no further action is required on the case. As a guideline, case finalised could be used when:
a client attends an interview or responds to targeting and no further contact is necessary;
a client has been referred to a FIS officer at DSS.
8.A case could be withdrawn when:
a client is deceased or transferred;
a client wishes no contact with the VAFIS network;
no response is received to a targeted invitation.
9.Optional choices have been included at the case Finalisation/Withdrawal stage to allow the VAFIS officer to indicate the reason for withdrawal.
10.An example of a case could be as follows:
15.10.95 — Case registered on CMS - attributes set as 'Targeting Invitation Sent' and 'Managed Investment' which also indicates what type of case it is.
31.10.95 — Client responds to invitation - stage moved to 'Investigation' and additional attribute of 'Invitation Accepted' added.
15.11.95 — Interview conducted - stage moved to finalised as no further action is required at this stage.
ATTRIBUTES AND ACTIVITIES
11.As well as using some existing attributes, new attributes have been created specifically for the VAFIS classification. They are:
Invitation sent — 947
Invitation accepted — 948
Written info request — 949
Phone interview — 950
Personal interview — 951
Appointment made — 952
F/up interview req'd — 953
F/up contact made — 954
SP variation on PIPS — 955
No client contact — 956
Referred to DSS FIS — 957
Other — 958
Bereavement case — 959
Asset assessment — 640
Managed Investments — 045
Shares — 971
F/I's — 972
Complex case — 780
ISS case — 362
Outreach case — 930
Client overseas — 800
12.At the finalisation/withdrawal stage, optional choices will be available for selection. They are:
Refuses contact — 974
Client deceased — 508
Transferred — 975
No response to targeting invitation — 976
CLAIMS MANAGEMENT NETWORK
Used when initial contact is made by way of request for appointment received, client contacts by phone or letter or client is targeted.
Move case into investigation when appointment booking is confirmed or target invitation accepted.
Finalise or withdraw the case when no further action is required on the case eg client wishes no further contact with VAFIS, deceased, no response to targeting.
CASES CAN BE MOVED BACKWARDS/FORWARDS TO FINALISATION/WITHDRAWAL FROM EITHER REGISTRATION OR INVESTIGATION
NEW ATTRIBUTE ON SPP PROCESSING TYPES
14.As mentioned previously, the new classification called VAFIS is a pure CMS type with no links to PIPS.
15.In order that changes to service pension can be identified as being due to a VAFIS contact, an attribute has been created called 'VAFIS'. If a record of interview is received from a VAFIS officer, or, if a letter or phone call is received from a client indicating that their finances have been rearranged as a result of an interview or seminar, then the VAFIS attribute should be updated accordingly.
16.The contact officer regarding enquiries on this matter is Peter Tesoriero - telephone 02-213 7047.
New South Wales