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Is there a way to be clearer on how cases are allocated? some days some IOs get 2, others get 3

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Is there a way to be clearer on how cases are allocated? some days some IOs get 2, others get 3

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What are your thoughts on getting the AE/fellow colleagues helping out over the counter to double confirm with the IO which documents are required for submission? As there are instances whereby clients have to make multiple visits 

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What are your thoughts on getting the AE/fellow colleagues helping out over the counter to double confirm with the IO which documents are required for submission? As there are instances whereby clients have to make multiple visits 

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What can be put in place to help IOs experiencing compassion fatigue/ burn out from their work?

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maybe good for AOs to have regular check-ins with IOs on their existing caseloads, any issues they face and discuss on how to resolve the issues 

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maybe good for AOs to have regular check-ins with IOs on their existing caseloads, any issues they face and discuss on how to resolve the issues 

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Why not put what missing documents needed in enquiry? 

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Why not put what missing documents needed in enquiry? 

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Will it be possible for AOs to have an agreed timeframe to approve/close/return a case (e.g. Within 5WD from date of submission by IO)?

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Will we still be allocated cases if we were to take leave after duty roster is out on days that have yet to hit the max cap of number of IOs taking leave/course? (E.g. Max cap of 2 IOs)

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Can ao request for returned cases to be submitted within 1 day for simple amendments and 3 working days for slightly complex amendments? For cases where need to rework, can AO also request for 5 working day workaround time?

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Can we suggest to CSSD / Policy side moving forward, to allow IOs/AOs to adopt the policy which was in place as of the date the client was interviewed on? As it takes time for processing the financial assistance application (4-6 weeks), there could have been many circulars on policy changes being sent out which might have a huge impact to the assessment done. This causes confusion to both IOs and AOs in needing to adopt the change in policy with immediate effect but does not take into consideration that some cases might have already been submitted based on the previous policy which was effective at the point of assessment.
Eg. Client was interviewed on 1 July 2022 for which Policy A was effective, IO submitted case on 9 July 2022. On 10 July 2022, Policy A was changed to Policy B. Can AO approve the case basing on the fact that Policy A effective at point of assessment?
Also, since Policy B was only effective as at 10 July 2022, will it be possible that only clients who are interviewed on 10 July 2022 or later will be subjected to Policy B?