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C13/1996 CLAIMS MANAGEMENT SYSTEM (CMS) VAFIS NETWORK

Document

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.

Background

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.

CMS CHANGES

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.

CLASSIFICATION NAME:VAFIS

CLASSIFICATION CATEGORY:SPP

CLASSIFICATION NUMBER:963

4.The CMS will be updated with the new classification details and can be found on-line via CN.SM.

ALLOWED STAGESSTAGE NUMBER

Registration:370

Investigation:050

Case Finalisation199

Case Withdrawal899

Registration:

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.

Investigation

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.

Case 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8.A case could be withdrawn when: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:

15.10.95Case registered on CMS - attributes set as 'Targeting Invitation Sent' and 'Managed Investment' which also indicates what type of case it is.

31.10.95Client responds to invitation - stage moved to 'Investigation' and additional attribute of 'Invitation Accepted' added.

15.11.95Interview 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:

ATTRIBUTEATTRIBUTE NUMBER

Invitation sent947

Invitation accepted948

Written info request949

Phone interview950

Personal interview951

Appointment made952

F/up interview req'd953

F/up contact made954

SP variation on PIPS955

No client contact956

Referred to DSS FIS957

Other958

Bereavement case959

Asset assessment640

Managed Investments045

Shares971

F/I's972

Complex case780

ISS case362

Outreach case930

Client overseas800

FINALISATION/WITHDRAWAL

12.At the finalisation/withdrawal stage, optional choices will be available for selection.  They are:

STAGESTAGE NUMBER

Refuses contact974

Client deceased508

Transferred975

No response to targeting invitation976

VAFIS

CLAIMS MANAGEMENT NETWORK

TransactionStage

Register VAFISCM.CP

classification

Used when initial contact is made by way of request for appointment received, client contacts by phone or letter or client is targeted.

?

Registration

??

Move case into investigation when appointment booking is confirmed or target invitation accepted.

?

Investigation

??

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.

??

finalisation/withdrawal

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.

CONTACT OFFICER

16.The contact officer regarding enquiries on this matter is Peter Tesoriero - telephone 02-213 7047.

Geoff Stonehouse

Deputy Commissioner

New South Wales