Arrange Initial Medical Assessment (IMA) v46.0
About Vocational Rehabilitation (VR) Policy
Summary
NOTE What if none of these apply?
It is not appropriate timing for an IMA.
Objective
Use the Initial Medical Assessment (IMA) to identify:
This process ends.
• whether the types of work identified in the Initial Occupational
NOTE What if a section 105 assessment is required
Assessment (IOA) are, or are likely to be, medically sustainable
to determine entitlement to Loss of Potential
• any recommended rehabilitation or treatment the client needs
Earnings (LOPE) and Extension of employee
to help them return to work or achieve work readiness
status?
• if it is indicated that regaining fitness for the pre-injury role is
An IMA is not appropriate.
achievable
Go to Arrange Section 105 Assessment.
Background
ACC is required to determine the Vocational Rehabilitation (VR)
This process ends.
needs of a client before providing the client with the appropriate
PROCESS Arrange Section 105 Medical
vocational rehabilitation. There are two assessments, the Initial
Assessment
Occupational Assessment (IOA) and the Initial Medical Assess-
ment (IMA), which assess a client’s Vocational Rehabilitation
NOTE What are the keys steps required to progress
(VR) needs when it is unlikely that the client will regain fitness
a client through Vocational Independence (VI)
for their pre-injury employment. These assessments are com-
assessment?
pleted together and help establish suitable and sustainable work
Refer to Vocational Independence Journey ( in
options to assist in the development and implementation of the
Te Whāriki) for support on the end to end view of
client's rehabilitation plan (Recovery Plan).
Vocational Independence.
Use the Vocational Independence Assessment
The IMA is the second of the two assessments and is under-
Checklist for a list of the key steps required in
taken to determine whether the types of work identified in the
progressing a client through VI assessment. This
IOA are, or are likely to be, medically sustainable for a client
should be used as a reference only to ensure
taking into account the effects of their injuries.
key steps are completed.
Follow the correct Promapp process for details
Owner
[Out of Scope]
on how to undertake each step.
Expert
[Out of Scope]
Alternative Employment and Vocational Indepen-
dence
Procedure
Vocational Independence Assessment Checklist
d Consider the following to help determine if an IMA is
PROCESS
Arrange Initial Occupational
appropriate for your client at this time:
Assessment (IOA)
Recovery Coordinator, Recovery Partner
• If the client's ongoing symptoms are caused by the
injury for which they have cover
• Whether the client may have regained, or be regaining,
1.0 Determine eligibility for IMA
fitness for their pre-injury employment, and if a section
Recovery Coordinator, Recovery Partner
103 assessment might be more appropriate
a In Salesforce, go to the claim and open Te Kete.
• If are there are outstanding cover requests (including
deemed cover) which haven't been addressed
b Check the client has completed an IOA and has been
• Read the Policy and Information links below for guid-
sent a copy of the report.
ance.
NOTE What if the client hasn't completed an IOA.
Vocational Rehabilitation Needs Assessment (IOA/
This is a pre-requisite assessment to an IMA. Go
IMA) Policy
to Arrange Initial Occupational Assessment (IOA)
Guidelines for when to refer for the IOA and IMA
to refer for the assessment.
Initial Medical Assessment Service Page
This process ends.
Contracted Suppliers Search Tool
PROCESS Arrange Initial Occupational
Assessment (IOA)
NOTE What if the client has previously had an IMA?
c
A referral to the same assessor for a reas-
Ensure the client meets the following criteria to be eligible
sessment can be completed within 3 months of
for an Initial Medical Assessment:
the previously completed IMA if there has been a
significant development since the original
• Covered by ACC for an injury; and
assessment such as a new injury.
• Eligible to receive Vocational Rehabilitation (VR) assis-
tance; and
• Unlikely to maintain their current employment; or
• Unlikely to regain fitness for their pre-injury employment
2.0 Contact client
• Has completed an IOA.
Recovery Coordinator, Recovery Partner
NOTE Where do you find more information about
a Open the Group VMS SharePoint site and identify poten-
Vocational Rehabilitation?
tial IMA Providers geographically close to the client.
Refer to About Vocational Rehabilitation (VR)
Group VMS SharePoint site
Policy
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Medical Assessment (IMA)
Uncontrolled Copy Only : Version 46.0 : Last Edited Monday, 28 July 2025 5:09 pm : Printed Monday, 4 August 2025 5:22 pm
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NOTE If you have used the “Assessing the Voca-
d Discuss the following with your client:
tional Pathway” Guided conversation in
Salesforce, you will be guided through the
• Why you are recommending referring them for this
below information with your client as part of
assessment and a reminder of their rights and responsi-
that tool. Skip forward to i:
bilities.
• That you are going to arrange an assessment for them
NOTE What if there are no providers at the client's
with an occupational physician who is a doctor that
location?
specialises in assessing the impacts an injury has on
Consider the Telehealth option in the first in-
their ability to work. This assessment follows on from the
stance, if this not considered appropriate, you
recent IOA.
will need to discuss other suitable transport op-
tions with the client.
• That during the medical assessment, the occupational
physician will look at the types of work identified and con-
Refer to Client Travel Reimbursement under
sider whether they are going to be, or are likely to be,
Ancillary Services Regulations page for guid-
medically sustainable for 30 or more hours per week.
ance.
They will also provide recommendations on how we can
Client Travel Reimbursement under Ancillary Ser-
help with their recovery and return to work. Advise that
vices Regulations
we will send a copy of the report to their GP to follow up
on any treatment recommendations that might be made.
b Contact the client or Authority to Act (ATA) by their pre-
ferred method of communication.
Client Legislative Rights and Responsibilities Policy
NOTE What if you are unable to contact the client?
e Confirm your client understands the purpose of the
1) Attempt a maximum of two contacts over two
assessment and agrees to attend.
full working days before leaving a voicemail or
NOTE What if the client does not agree to partic-
sending a notification to request client contact.
ipate?
Find out why the client does not want to partic-
2) If you are unable to reach the client, extend
ipate, consider their reasoning and alternatives.
the task for an additional two working days and
In Salesforce record this as a Contact action. If
note in the task description that this is the
you are unsure how to proceed go to Seek Inter-
second attempt to contact the client.
nal Guidance.
PROCESS Seek Internal Guidance
3) On the task due date and if there has been no
response from the client to the voicemail or
f Using the Group VMS SharePoint booking site identify
notification, send the CM04 - Advise client that
and agree a suitable contracted provider, date and time
you were unable to reach them by phone letter.
with the client and schedule the appointment.
The CM04 letter will be populated with client
injury details, however you need to update the
Book an appointment through the Centralised book-
letter as follows:
ing system (CBS)
NOTE If there's a cancellation can they go to an
'We recently tried to contact you about your
appointment earlier?
injury that happened on [date of accident auto].
1) Be seen on an earlier date with the same
I tried calling you to talk about how we may be
assessor?
able to help you recover from your injury/injuries,
2) Can the client be seen at an earlier date with
but haven’t managed to get in touch.
a different assessor?
It would be good to hear from you on how you
3)What is the earliest date the client can be
are progressing or discuss what other support
seen?
we could offer, please give me a call or email me
to arrange a convenient time for me to call you
Confirm with the client if they are happy to be
back.'
contacted should an earlier appointment become
available.
4) Extend the task date as appropriate to take
into account postal delivery and note in the task
description this is the third attempt to contact the
g Advise the client:
client and the CM04 letter has been sent.
• They will receive details of their appointment by their
5) On the task due date and if there has been no
preferred method of communication (email or post)
contact from the client and they are continuing to
• They are able to have a support person with them
receive support, seek internal guidance to deter-
• There is no cost to them
mine next steps.
• ACC can contribute to travel costs
• The assessor will send ACC a report which they will re-
6) If you're in Partnered and no contact is made
ceive a copy of.
with the client after 3 attempts, you must contact
h In Salesforce, record the conversation as a Contact
the provider, GP or other verified contact on the
action, and record the client's agreement to participate.
claim.
i Create a Reminder action to notify the client of appoint-
c Confirm you are speaking with the right person by asking
ment details the day prior to the appointment.
ACC's identity check questions.
j Add the Agreed Intervention to the Recovery Plan.
Identity Check Policy
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Medical Assessment (IMA)
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NOTE What if you are unsure how to add an Agreed
d In Eos, create a document group titled 'Initial Medical
Intervention?
Assessment' and add the documents to the group.
Go to Create or Update Recovery Plan, then
Manage document groups
return to this process.
PROCESS Create or Update Recovery
e On the Recovery Plan sub-case, select 'Add Activity' and
Plan
'NGCM - Manage Referral Tasks'.
k Determine if you need to send a copy of the updated
NOTE What if sensitive claim information needs to
Recovery Plan to the client using their preferred method
be sent with a Referral from a Physical Injury
of contact.
Claim?
In Eos, manually transfer the Referral Task gen-
NOTE When would you need to consider sending
erated to the Recovery Administration depart-
an updated Recovery Plan
ment with the Sensitive Claims Administrator
If the IMA agreed intervention was not included
Role.
in the Recovery Plan at the same time as the
IOA agreed intervention.
If the client has an open sensitive claim, contact
the managing Recovery Partner to complete the
following process to include relevant information
3.0 Request assessment referral
with the referral.
Recovery Coordinator, Recovery Partner
PROCESS Prepare and Complete Sen-
a In Eos, check the following documents are on the claim:
sitive Claims Document Re-
• Initial Occupational Assessment (IOA)
lease (Provider Only)
• Previous/most recent Vocational Rehabilitation docu-
Creating Manage Referral Tasks - System Steps
ments
• ACC188 Job task analysis form or Standalone Worksite
Referring Tasks to Recovery Administration - Prin-
Assessment report (if in EOS)
ciples
• Curriculum Vitae (if in EOS)
f Select 'Medical Assessment Referrals' for 'Referral Cate-
• Relevant medical report(s)
gory' and 'Initial Medical Assessment' for Referral Type.
• Recovery Plan (IRP)
• Current medical certificate
g Complete the e-form.
• Information relevant to the client's function
NOTE What information do you need to include in
• Signed ACC6300 Authority to collect medical and other
the task/e-form?
information
1) Confirm IOA completed or referral sent
• Schedule of Claimant Injuries.
2) Correct assessment option i.e. Standard or
NOTE What if there is information missing?
Complex
Go to Request Clinical Records. Once docu-
3) Note which VMS geographical booking sheet
ments are received, return to this process.
used
PROCESS Request Clinical Records
4) Vendor code
5) In 'Additional comments' include:
b Check if there are documents on other claims relevant to
• date the RTM spoke with the client regarding
the assessment.
the assessment (for the first paragraph in the
client referral letter)
NOTE What if there are documents on other claims?
• Correct service item code i.e. VMI01 - Stan-
Create a copy and transfer to the other claim:
dard, VMI02 - Complex, VMI03 - Reassessment
• Date and time of the appointment
• Create a bulk print of documents on the other
• Practice name and address where appointment
claim and complete mandatory fields and
will be happening
description
• Assessor's information: the person's first name,
• Open PDF document from email link
last name and specialty
• File the PDF away to the claim you are creating
• Relevant medical information including any limi-
the referral on
tations listed on medical certificates
• Repeat these steps if there are documents on
• Current and future treatment and rehabilitation
other claims
details
• Client's principal economic activity e.g. employ-
Provide a short and descriptive title to the docu-
ment pre and post injury (if different)
ment properties in the PDF and state the claim
• Client's cultural or other personal consid-
number the information came from eg. Medical
erations
records and reports from claim: 100XXXXXXXX
• Note 'no documents required', if no supporting
documentation needs to be sent with the referral
Do not create a bulk print on one claim and
• If your client has a care plan indicator. Refer to
move it to a different claim as it will not appear in
Consideration for Disclosure of Care Plan Indi-
any file copy requested by the client.
cator page for more information about when this
c Perform privacy checks on the documents.
needs to be shared.
NG SUPPORTING INFORMATION Inbound and
Considerations for Disclosure of Care Plan Indi-
Outbound Document Checks
cators
Privacy Check Before Disclosing Information Policy
NOTE What if you find information that needs to be
redacted?
Send an email to Recovery Administration
([email address]) and include the
document to be redacted plus your redaction
instructions.
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Medical Assessment (IMA)
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NOTE What are the complex IMA criteria?
Purchase Order - Handy Hints on how to create and
• A Serious Injury profile; or
edit POs
• A covered Sensitive Claim; or
b Access the Group VMS SharePoint site to obtain the
• The covered injury is a moderate to severe
physical address of the vendor, date and time of the
traumatic brain injury; or
appointment and add the referral date to the appoint-
• 2.5 years or more have passed since the date
ment.
of accident.
Group VMS SharePoint site
If the client meets one or more of the criteria a
c Add the Provider as a participant on the claim.
complex IMA needs to be requested, use service
item code VMI02.
Manage Participants (Eos Online Help)
NOTE What if the request is urgent?
d Approve the Purchase Order.
Make sure your scenario meets the rule of what
e Select 'Add documents' and generate the following:
would be considered 'urgent' in the information
linked below. If it meets that scenario, set priority
• VR10 ACC699 Pack - Initial medical assessment refer-
on the task as 'high'.
ral with appointment - PO - Vendor
NOTE Earliest date to book if there's a cancellation
• VR04 Initial medical assessment with appointment -
& with same and/or different Vendor
client
Edit Task Description with: VMS
f Add additional information received in the task to the
Amend task due date to be date of appointment.
referral including the date and time of the appointment in
the VR10 ACC699. For further guidance refer to the Initial
When to use ‘high’ priority indicator on the tasks sent
Medical Assessment Admin Templates.
to Recovery Administration
Admin Template - VR10 ACC699 Pack - Initial med-
NOTE What if the request is required in the future?
ical assessment referral with appointment - PO -
Vendor
IIn Salesforce, set a Reminder action for the
future date when the support will be required.
Admin Template - VR04 Initial Medical Assessment
with appointment - Client
When the Reminder action is due return to Activ-
g Perform privacy checks on the documents in the group.
ity 3.0 Request assessment referral.
NG SUPPORTING INFORMATION Inbound and
Review the contract timeframes and SLAs as
Outbound Document Checks
specified in the service page.
Privacy Check Before Disclosing Information Policy
h Edit this task:
h Generate a Bulk Print of the “Initial Medical Assessment”
• Add “VMS” into the task description
Document Group by following the system steps below.
• Change the task target date to the date of the IMA
appointment booked
Print documents
• Send task to Recovery Administration
i Generate the Bulk Print Index
NOTE How do you generate the Bulk Print Index?
4.0 Review task
• Click properties
Recovery Administrator
• Click view contents less
a
. Click print
Following the task assignment in Salesforce, navigate to
• Print to PDF
Eos and select 'Do Task' from your task queue.
• Save to desktop
b Check the task is complete, including the vendor and
• Upload to Claim using document type VCF006
appointment details.
• Label as Bulk Print Index
• Delete file from desktop
NOTE What if you receive a task for a Care Plan
Indicator client?
j Create and send an email to the Vendor using 'Requests
Refer to the page 'Considerations for Disclosure
and referrals' template, save the bulk print to desktop and
of Care Plan Indicators' to determine what you
attach to the email:
need to do with the information received.
• VR10 ACC699 Pack - Initial medical assessment refer-
Considerations for Disclosure of Care Plan Indi-
ral with appointment - PO - Vendor
cators
NGCM - FINAL Emailing from Eos using a Template
NOTE What if there is information missing?
- System Steps
Go to the 'Task clarification' section in NG PRIN-
CIPLES Working in the Administration Team for
NOTE What if there is a document group?
instructions.
Open document group and link the VR10
ACC699 to the group and email to the vendor.
Principles of Working in the Administration Team
NOTE What if the document group is for a Part-
nered Recovery Mental Injury client
5.0 Create purchase order
Recovery Administrator
PROCESS Prepare and Complete Sen-
sitive Claims Document Re-
a In Eos, generate a Purchase Order using referral type Ini-
lease (Provider Only)
tial Medical Assessment.
NG GUIDELINES Purchase Order Details - Initial
Medical Assessment
Creating purchase orders using general + QE
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Medical Assessment (IMA)
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NOTE What if the email is too large to send as a
NOTE What if you have queries in relation to the
single email?
report or you are concerned about the clin-
Contact the vendor and ask if the referral can be
ical quality of the report?
sent by courier. If yes, confirm correct physical
1. Direct your query back to the VMS Asessor
address then go to Prepare and Send Client
and document the outcome on the claim.
Information by Courier then return to this
2. If you are unable to resolve the issue arrange
process. Otherwise, send by email.
a VMS Peer Review.
PROCESS Prepare and Send Client Infor-
PROCESS Arrange Vocational Medical
mation by Courier
Services Peer Review
NOTE What if you identify the documents you're
NOTE What if the IMA report indicates that the client
sending exceed 10MB?
has regained fitness for their pre-injury
Use Adobe Pro to
employment?
Reduce file size:
Go to the Section 103 Assessment (VMS) Ser-
• Select Optimize PDF
vice Page and refer to Activity 5.0 - S103 referral
• Select Reduce File Size
following an IMA.
Or
Section 103 Assessment (VMS) Service Page
Split document
• Select organize page
d Contact the client by their preferred method of commu-
• Select Split
nication.
• Select Split by File Size (up to 10MB)
• Inform the client we have received the IMA assessors
The document will save in the same location and
report which they will receive a copy.
the original document and will be name PART1,
• Allow sufficient time for the client to read the report and
PART2 (depending in the size of the file being
consult other parties if necessary.
split).
• Agree a date with the client to discuss the report and
k
complete the 'Confirming the Vocational Pathway guided
Send the VR04 Initial medical assessment with appoint-
conversation'.
ment - client letter and VIIS01 Vocational Independence
Factsheet to the client by their preferred method of
e Consider if it is appropriate to meet the client face to
communication.
face.
VIIS01 Vocational Independence Factsheet
NOTE What if you are unsure how to determine if
l
F2F is appropriate?
In Salesforce, close the referral task.
Go to Arrange Face to Face Client Meeting, then
return to this process.
6.0 Review assessment report
PROCESS Arrange Face to Face Client
Meeting
Recovery Coordinator, Recovery Partner
a In Eos, open the IMA report.
f In Salesforce, record the conversation as a Contact
action.
NOTE What if the Provider or client advised they
failed to attend?
g Create a Contact action with the due date agreed with
the client.
A VMS DNA fee may be paid if the appointment
was cancelled without giving 2 Business Day’s
h Send a copy of the IMA report to the client and GP by
notice to the assessor or when the client fails to
their preferred method of communication. Advise the GP
attend their appointment, and all practicable
of any non-injury recommendations.
steps were taken to avoid the non-attendance.
NOTE What if the client advises there is information
in the report which is factually incorrect?
Review the notification of the DNA and consider
whether DNA fee is appropriate. If approved, the
Contact the Provider and request the incorrect
relevant PO will need to be updated with the
information is updated on the report and an
VMSDNA code, and the assessor should be ad-
amended report is provided. For further guidance
vised of the outcome.
refer to Managing a client's request to change
personal information.
Go to Manage Non-Compliance.
NOTE What if the client requests changes or ad-
PROCESS Manage Non-Compliance
vises there are inaccuracies in the report?
b
The client can supply a 'statement of correction'
Perform Privacy checks on the report.
to ACC which is then included with the report.
NG SUPPORTING INFORMATION Inbound and
This means any time the report is sent out, the
Outbound Document Checks
statement of correction must be sent as well.
Privacy Check Before Disclosing Information Policy
Managing a client’s request to change personal infor-
c
mation
Check the report using the 'IMA Report Evaluation
Checklist' before accepting the IMA report from the
NOTE What if the assessor has not identified any
assessor.
work types which are likely to be medically
sustainable?
IMA Report Evaluation Checklist
Go to Seek Internal Guidance.
NG GUIDELINES VMS Report Expectations
PROCESS Seek Internal Guidance
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Medical Assessment (IMA)
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Page 6 of 8
7.0 Agree on vocational rehabilitation
d Discuss the following with the client (where applicable):
Recovery Coordinator, Recovery Partner
a
• The IOA and IMA assessments and answer any ques-
In Salesforce click on “Vocational Rehabilitation Pathway
tions they may have.
Conversation” then choose “Confirming the Vocational
Pathway” Guided Conversation.
• Whether a return to, or regaining fitness for, their pre-
b Follow the instructions in the guided conversation to com-
injury employment is realistic and if a change in the
plete the information from the IOA and IMA reports. Once
recovery goal is more appropriate. Refer to 'Guidelines
completed, pause the guided conversation until you are
for managing the transition from maintain employment to
ready to contact the client.
obtain employment’.
Consider the following before contacting the client to dis-
• Alternative types of work that are likely to be medically
cuss the report:
sustainable and the vocational needs identified in the IOA
to achieve work readiness in each work type.
• Whether the vocational rehabilitation is likely to achieve
the goals in the client’s Recovery Plan (IRP)
• The other rehabilitation recommendations identified in
• Whether the vocational rehabilitation is likely to be cost-
the IMA.
effective, having regard to the likelihood that costs of any
entitlements the client is receiving will be reduced as a
• Which work types we agree to target and the specific
result of providing the vocational rehabilitation
interventions we agree to provide with vocational rehabil-
• Whether the vocational rehabilitation is appropriate in
itation following negotiation with client. N.B. it is important
the circumstances
to take the client’s views into consideration.
• Whether the IMA report indicates that the client has re-
gained fitness for their pre-injury employment.
• Services required to provide the agreed vocational
rehabilitation (eg Back to Work programme).
NOTE Where do I find more information about plan-
ning vocational rehabilitation?
• The VI rehabilitation pathway, if regaining fitness for the
Refer to the Policy and Information links below
pre-injury employment is unlikely or not the focus of
for guidance.
vocational rehabilitation. Refer to About Vocational
Planning Vocational Rehabilitation (VR) post IOA/
Independence Policy.
IMA Policy
• An updated Recovery Plan with the outcome of the IOA
About Vocational Rehabilitation (VR) Policy
and IMA, any new goals and the agreed vocational
Vocational Rehabilitation Services Overview (VOC)
rehabilitation. Completing the Guided conversation will
Service Page
ensure the Recovery Plan is updated to include listing the
work types identified as currently or likely to be medically
c Follow the steps in the guided conversation to contact the
sustainable from the IMA.
client and discuss the IOA/IMA report, this will guide you
through the below points allowing you an opportunity to
About Vocational Independence Policy
record the discussion with the client along the way.
Guidelines for managing the change in targeted
vocational outcome
Vocational Rehabilitation Services Overview (VOC)
Service Page
e Check that once the Guided Conversation is completed,
the Agreed Intervention in the Recovery Plan is automat-
ically update to include the work types identified as cur-
rently or likely to be medically sustainable from the IMA.
NOTE What if a new goal has been agreed with the
client?
Update the Recovery Plan with the new goal.
NOTE What if a new Agreed Intervention has been
agreed with the client?
Specific vocational rehabilitation interventions
that have been agreed with the client should be
added to the plan (ie the vocational needs and
services to address those needs).
f In Salesforce, create a PDF copy of the Recovery Plan
and send a copy to the client
NOTE Do you need to send the client a copy of the
Recovery Plan (IRP)?
Yes, the client must be provided with a written
copy (containing review rights) of all Recovery
Plans following an IMA.
g Complete the referrals if appropriate from the actions
agreed in the guided conversation.
NOTE What if you are unsure how to progress?
Go to Seek Internal Guidance.
PROCESS Seek Internal Guidance
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Medical Assessment (IMA)
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Page 7 of 8
PROCESS
Create or Update Recovery Plan
Recovery Coordinator, Recovery Partner
PROCESS
Set Up Back To Work Support ::
Standard
Recovery Coordinator, Recovery Partner
PROCESS
Set Up Pathways to Employment
Support
Recovery Partner
PROCESS
Prepare and Complete Sensitive
Claims Document Release (Provider
Only)
Recovery Administrator - Mental Injury
Timeframes
None Noted
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Medical Assessment (IMA)
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Page 8 of 8
Arrange Initial Occupational Assessment (IOA) v43.0
c Ensure the client meets the following criteria to be eligible
Summary
for an IOA:
• The client's ongoing symptoms are caused by the injury
Objective
for which they have cover
Use the Initial Occupational Assessment (IOA) to identify:
• Consideration has been given to whether the client may
have regained, or be regaining, fitness for their pre-injury
• the client’s vocational needs and any vocational barriers to
employment, and if a section 103 assessment might be
them returning to work or achieving work readiness
more appropriate
• vocational rehabilitation likely to assist the client to return to
• If there are outstanding cover requests (including
work or achieve work readiness for the identified work types
deemed cover) which haven't been addressed
• any additional steps the client could take to return to work or
• Read ‘Guidelines for when to refer for IOA and IMA’ for
achieve work readiness for the identified work types
further guidance
Background
Guidelines for when to refer for the IOA and IMA
ACC is required to determine the vocational rehabilitation (VR)
NOTE Where do you find more information about
needs of a client before providing the client with the appropriate
IOA?
vocational rehabilitation. There are two assessments, the Initial
Refer to the 'Vocational Rehabilitation Needs
Occupational Assessment (IOA) and the Initial Medical Assess-
Assessment (IOA/IMA) Policy' or 'Initial Occupa-
ment (IMA), which assess a client’s Vocational Rehabilitation
tional Assessment (IOA) Service Page' below.
(VR) needs when it is unlikely that the client will regain fitness
for their pre-injury employment. These assessments are com-
Vocational Rehabilitation Needs Assessment (IOA/
pleted together and help establish suitable and sustainable work
IMA) Policy
options to assist in the development and implementation of the
Initial Occupational Assessment (IOA) Service Page
client's rehabilitation plan (Recovery Plan).
NOTE What are the keys steps required to progress
The IOA is the first of the two assessments and is undertaken to
a client through VI assessment?
identify the client's education, previous experience and training,
Refer to 'Vocational Independence Journey' (Te
and the transferability of these into suitable alternative types of
Whāriki) for support on the end to end view of
work.
Vocational Independence.
Use the 'Vocational Independence Assessment
Owner
[Out of Scope]
Checklist' for a list of the key steps required in
progressing a client through VI assessment. This
Expert
[Out of Scope]
should be used as a reference only to ensure
key steps are completed.
Procedure
Follow the correct Promapp process for details
on how to undertake each step.
PROCESS
Create or Update Recovery Plan
Alternative Employment and Vocational Indepen-
Recovery Coordinator, Recovery Partner
dence
Vocational Independence Assessment Checklist
1.0 Determine eligibility for IOA
Recovery Coordinator, Recovery Partner
2.0 Contact client
a In Salesforce, go to the claim and open Te Kete.
Recovery Coordinator, Recovery Partner
b Ensure the client must meet the following criteria to be
a Contact the client or the Authority to Act (ATA) by their
eligible for an Initial Occupational Assessment:
preferred method of communication.
• Covered by ACC for an injury; and
• Eligible to receive Vocational Rehabilitation assistance;
and
• Unlikely to maintain their current employment; or
• Unlikely to regain fitness for their pre-injury employ-
ment.
NOTE Where do you find more information about
Vocational Rehabilitation?
Refer to the 'About Vocational Rehabilitation
(VR) Policy' below.
About Vocational Rehabilitation (VR) Policy
NOTE What if you are assessing LOPE/Extension of
Earner Status/Section 105?
PROCESS Assess Loss of Potential Earn-
ings (LOPE) - Physical Injury
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NOTE What if you are unable to establish contact?
f If not using the guided conversation in Salesforce, dis-
1) Attempt a maximum of two contacts over two
cuss the following with your client:
full working days before leaving a voicemail or
sending a notification to request client contact.
• Why you are recommending referring them for this
assessment and a reminder of their rights and responsi-
2) If you are unable to reach the client, extend
bilities
the task for an additional two working days and
note in the task description that this is the
• Explain that you are arranging an assessment with
second attempt to contact the client.
someone experienced in providing career advice and
helping people return to work after an injury. The asses-
3) On the task due date and if there has been no
sor will be provided with their employment history, any
response from the client to the voicemail or
occupational reports and their pre-incapacity earnings to
notification, send the CM04 - Advise client that
assist with the assessment. The assessor may be able to
you were unable to reach them by phone letter.
drive to them or we can assist with transport.
The CM04 letter will be populated with client
injury details, however you need to update the
• During the assessment the assessor will note the
letter as follows:
client's current skills, training and work experience to
determine suitable work type options for the client, along
'We recently tried to contact you about your
with any potential skills they may need to work in the
injury that happened on [date of accident auto].
work types identified.
I tried calling you to talk about how we may be
able to help you recover from your injury/injuries,
• It would be a good time to explain that it is not the
but haven’t managed to get in touch.
assessor’s role to consider their injury and the impact on
It would be good to hear from you on how you
these roles. This will be considered by an Occupational
are progressing or discuss what other support
Physician who we will arrange for them to see once the
we could offer, please give me a call or email me
assessment has been completed.
to arrange a convenient time for me to call you
back.'
• The IOA information (and IMA once completed) will be
used to identify ANY vocational rehabilitation needs and
4) Extend the task date as appropriate to take
assist with planning.
into account postal delivery and note in the task
Client Legislative Rights and Responsibilities Policy
description this is the third attempt to contact the
client and the CM04 letter has been sent.
g Confirm your client understands the purpose of the
assessment and agrees to attend.
5) On the task due date and if there has been no
NOTE What if the client does not agree to partic-
contact from the client and they are continuing to
ipate?
receive support, seek internal guidance to deter-
mine next steps.
Find out why the client does not want to partic-
ipate, consider their reasoning and alternatives.
6) If you're in Partnered and no contact is made
In Salesforce record this as a Contact action. If
with the client after 3 attempts, you must contact
you are unsure how to proceed go to Seek Inter-
the provider, GP or other verified contact on the
nal Guidance.
claim.
PROCESS Seek Internal Guidance
b Confirm you are speaking with the right person by asking
h Advise the client:
ACC's identity check questions.
• The Occupational Assessor will contact them to sche-
Identity Check Policy
dule an appointment
c Check the client has granted ACC the authority to collect
• They are obliged to give at least 1 days notice if an
medical and other records.
appointment cannot be kept and failing to attend could
risk suspension of entitlements
View Client Consent
• If they have a CV, recommend they take this the
d If the client has not granted consent, go to Obtain Client
appointment
Authority to Collect Information.
• They are able to have a support person with them
• There is no cost to them
Obtain Client Authority to Collect Information
• The assessor will send ACC a report which they will re-
e In Salesforce select the Action type "Vocational Rehabil-
ceive a copy of.
itation Pathway Conversation" and then the "Assessing
i Check if the client has a preferred Provider.
the Vocational Pathway Conversation. This will guide you
through steps f to k below:
Client choice of providers Policy
NOTE What if the client has a preferred Provider?
Using the Contracted Suppliers tool below, con-
firm the Provider is contracted for this service
and add as a participant on the claim.
If they are not a contracted Provider for this ser-
vice advise alternative Providers to your client.
Add the selected Provider as a participant on the
claim.
Contracted Suppliers Tool
Contracted Suppliers Search Tool
Manage Participants (Eos Online Help)
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Occupational Assessment (IOA)
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j In Salesforce, record the conversation as a Contact
d In Eos, create a document group titled 'Initial Occupa-
action, and record the client's agreement to participate.
tional Assessment' and add the documents to the group.
k Add the Agreed Intervention to the Recovery Plan.
Manage document groups
NOTE What if you are unsure how to add an Agreed
e In Eos, generate a Vocational Rehabilitation referral task
Intervention?
for a 'Initial Occupational Assessment'. For further infor-
Go to Create or Update Recovery Plan, then
mation refer to Referring Tasks to Recovery Adminis-
return to this process.
tration - Principles.
PROCESS Create or Update Recovery
Referring Tasks to Recovery Administration - Prin-
Plan
ciples
l Send a copy of the updated Recovery Plan to the client
Creating Manage Referral Tasks - System Steps
using their preferred method of contact.
f Complete the mandatory fields in the e-form.
g Provide the following information in the task:
3.0 Request assessment referral
• Expected outcome (if applicable, eg if lighter or more
Recovery Coordinator, Recovery Partner
sedentary roles need to be considered)
a In Eos, check the following documents are on the claim
• Vendor preference (if applicable)
(if applicable):
• Reason the referral (if applicable, eg if lighter or more
• Previous/most recent Vocational Rehabilitation docu-
sedentary roles need to be considered)
ments (eg Stay At Work or Back To Work reports, pre-
• Details of the client’s earnings before their most recent
vious Initial Occupational or Vocational Independence
incapacity (if you are unsure or can't find the pre-
Occupational Assessment reports)
incapacity figures, seek Technical Hotline Guidance)
• ACC188 Job task analysis form or Standalone Worksite
• Details of the client’s recent employment history, in-
Assessment report.
cluding pre-injury occupation
• Factors that may impact the assessment, eg commu-
b Check for vocational documents on other claims relevant
nication difficulties or interpreter, services.
to the assessment (eg previous Stay at Work reports
• Name of document group or advise no documents are
which outlines the current work tasks).
to be sent
• If your client has a care plan indicator. Refer to 'Consid-
NOTE What if there are documents on other claims?
erations for Disclosure of Care Plan Indicators' page for
Create a copy and transfer to the other claim:
more information about when this needs to be shared.
• Create a bulk print of documents on the other
claim and complete mandatory fields and
NOTE How pre-incapacity earnings are to be re-
description
ported
• Open PDF document from email link
Pre-incapacity earnings can be reported as
• File the PDF away to the claim you are creating
either;
the referral on
• long term weekly earnings
• Repeat these steps if there are documents on
• full earnings amount over the relevant period it
other claims
was collected.
Provide a short and descriptive title to the docu-
It should be advised to the assessor that these
ment properties in the PDF and state the claim
earnings were used for the purposes of calcu-
number the information came from eg. Medical
lating the client’s weekly compensation, how-
records and reports from claim: 100XXXXXXXX
ever, also advise the assessor to take into
consideration any client comments on those
Do not create a bulk print on one claim and
earnings.
move it to a different claim as it will not appear in
any file copy requested by the client.
For example:
c
• A pre-incapacity earnings amount of $800/week
Perform privacy checks on the documents. These must
has been accepted for the purposes of calcu-
not contain any injury or medical information, this in-
lating entitlement to weekly compensation. Take
cludes the ACC45. This is crucially important as failure to
into consideration any client comments on this.
observe constitutes a privacy breach.
• A pre-incapacity earnings amount of $60,000
NG SUPPORTING INFORMATION Inbound and
earned over 52 weeks has been accepted for the
Outbound Document Checks
purposes of calculating entitlement to weekly
compensation. Take into consideration any client
Privacy Check Before Disclosing Information Policy
comments on this.
NOTE Can you provide medical information?
• A pre-incapacity earnings amount of $48,000
ACC should only provide information that is rele-
earned over 35 weeks has been accepted for the
vant to the occupational assessor and the
purposes of calculating entitlement to weekly
assessment that is being completed. If you are
compensation. Take into consideration any client
providing any medical information, you should
comments on this.
advice the client and seek their consent. You
should also provide a copy of the ACC6300 Au-
The rate of weekly compensation itself should
thority to collect medical and other records or
not be provided as the client’s pre-incapacity
note the client's verbal consent.
earnings. Where weekly compensation has been
based on a CoverPlus Extra (CPX), the relevant
NOTE What if you find information that needs to be
cover amount as per the policy can be used.
redacted?
Send an email to Recovery Administration
Considerations for Disclosure of Care Plan Indi-
([email address]) and include the
cators
document to be redacted plus your redaction
instructions.
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Occupational Assessment (IOA)
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NOTE What are the complex IOA criteria?
5.0 Create purchase order
If the client meets one or more of the criteria a
Recovery Administrator
complex IOA needs to be requested, use service
a In Eos, generate a Purchase Order using referral type Ini-
item code IOA02.
tial Occupational Assessment.
• the Client has a dual diagnosis and/or a signif-
icant co-morbidity, including an active mental
Creating purchase orders using general + QE
health condition, that impacts on the time re-
Purchase Order Details - Occupational Assessment
quired to complete and report on the assess-
Services
ment, or;
• the Client has a covered Serious Injury; or
Purchase Order - Handy Hints on how to create and
• the Client has a covered Sensitive Claim; or
edit POs
• the Client has a covered moderate to severe
NOTE What if this is a re-referral?
Traumatic Brain Injury; or
• the Client has other social issues that will
Locate the original Purchase Order and continue
impact on the time required to complete the
with this process.
assessment and report e.g. alcohol and/or drug
b Identify and select a contracted provider in the client's
abuse issues, English as a second language.
geographic area.
Purchase Order Details - Occupational Assessment
NOTE What if this is a re-referral?
Services
Update the original Purchase Order with the new
h Consider the timing of the task. The task routes to the
Provider and continue with this process.
Recovery Administration team with an SLA of 24 hours.
NOTE What if a preferred Provider has been spe-
NOTE What if the request is urgent and needs to be
cified in the task?
completed that day?
Select the Vendor from the Contracted Suppliers
Call Recovery Administration, provide the claim
tool below. Go to task (d).
number and request the task is completed today.
Contracted Suppliers Tool
NOTE What if you need to arrange an IMA?
c Add the selected Provider as a participant on the claim.
Allow sufficient time for the IOA assessment, re-
ceipt of the IOA report and any follow up actions.
Manage Participants (Eos Online Help)
View the process to arrange an IMA in the
d Approve the Purchase Order.
process link below.
e Select 'Add documents' and generate the ACC6278 refer-
PROCESS Arrange Initial Medical Assess-
ral for Initial Occupational Assessment.
ment (IMA)
f Add additional information received in the task to the
referral. Do not remove the date of accident from the
4.0 Review task
ACC6278. For guidance refer to the Admin Template -
Recovery Administrator
ACC6278 ACC referral for Occupational Assessment.
a Following the task assignment in Salesforce, navigate to
Admin Template - ACC6278 Occupational Assess-
Eos and select 'Do Task' from your task queue.
ment Services Referral
b Check the task provides the following information:
g Perform privacy checks on the documents in the group.
• Expected outcome (if applicable)
These must not contain any injury or medical information,
• Vendor preference (if applicable)
this includes the ACC45. This is crucially important as
• Reason for the referral (if applicable)
failure to observe constitutes a privacy breach.
• Details of the client’s recent employment history, in-
NG SUPPORTING INFORMATION Inbound and
cluding pre-injury occupation
Outbound Document Checks
• Details of the client’s earnings before their incapacity.
Privacy Check Before Disclosing Information Policy
NOTE What if you receive a task for a Care Plan
Indicator client?
NOTE Can you provide medical information?
Refer to the page 'Considerations for Disclosure
ACC should only provide information that is rele-
of Care Plan Indicators' to determine what you
vant to the occupational assessor and the
need to do with the information received.
assessment that is being completed. If you are
providing any medical information, you should
Considerations for Disclosure of Care Plan Indi-
advice the client and seek their consent. You
cators
should also provide a copy of the ACC6300 Au-
NOTE What if there is information missing?
thority to collect medical and other records or
Go to the 'Task clarification' section in the NG
note the client's verbal consent.
PRINCIPLES Working in the Administration
h Complete the documents and convert them into non-
Team document below.
editable PDFs.
Principles of Working in the Administration Team
i Create and send an email using 'Requests and referrals'
NOTE What if you receive a NGCM - Admin Request
template for the Vendor.
task for a re-referral as the Provider is unable
NGCM - FINAL Emailing from Eos using a Template
to accept a referral?
- System Steps
Go to Activity 5.0 (a).
NOTE What if there is a document group?
NOTE What if this is a Sensitive Claim?
Open document group and link the ACC6278 to
You do not need to confirm provider availability
the group and email to the vendor.
before sending a referral for a client with a
Mental Injury as we are only sharing earnings
information.
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Occupational Assessment (IOA)
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NOTE What if the email is too large to send as a
f Open the Agreed Intervention "Initial Occupational
single email?
Assessment" in the Recovery Plan and add the outcome
Contact the vendor and ask if the referral can be
(record assessment as being completed).
sent by courier.
NOTE What if you are unsure how to add the out-
- If yes, confirm correct physical address then go
come?
to Prepare and Send Client Information by Couri-
Go to Create or Update Recovery Plan.
er then return to this process.
- Otherwise, send by email.
PROCESS Create or Update Recovery
Plan
PROCESS Prepare and Send Client Infor-
mation by Courier
g Go to the Arrange Initial Medical Assessment (IMA)
j
process to continue assessing the client’s VR needs.
Generate the VR03a Initial Occupational Assessment
client letter and VIIS01 Vocational Independence Fact-
sheet. Create and send an email using 'Send Letter on
Behalf Email' template for the Client.
PROCESS
Arrange Initial Medical Assessment
(IMA)
VIIS01 Vocational Independence Factsheet
Recovery Coordinator, Recovery Partner
k In Salesforce, close the referral task.
NOTE What if you are advised by a Provider they
are unable to accept a referral?
Timeframes
Go to Activity 5.0 (a) and complete a re-referral.
None Noted
6.0 Review report
Recovery Coordinator, Recovery Partner
a In Eos, open the IOA report.
NOTE What if the Provider or client advised they
failed to attend?
Go to Manage Non-Compliance.
PROCESS Manage Non-Compliance
b Perform Privacy checks on the report.
NG SUPPORTING INFORMATION Inbound and
Outbound Document Checks
c Check the report contains the required information and
meets our criteria and quality standards. The Occupa-
tional Assessments checklist provides a list of these stan-
dards and should be used to confirm these have been
met before accepting the IOA report from the assessor.
Occupational assessment checklist
d Contact the client by their preferred method of commu-
nication. Inform the client we have received the IOA
assessors report which they will receive a copy of.
e Send a copy of the IOA report to the client for comment,
ensure there is reasonable time for any actions to occur
prior to the Initial Medical Assessment appointment,
preferably a minimum of 7 days.
NOTE What if the client provides comment?
Send these to the IOA assessor for consid-
eration.
NOTE What if the client advises there is information
in the report which is factually incorrect?
Contact the Provider and request the incorrect
information is updated on the report and an
amended report is provided. For further guidance
refer to Managing a client's request to change
personal information.
NOTE What if the client advises they disagree with
the opinion provided the assessor in the
report?
The client can supply a 'statement of correction'
to ACC which is then included with the report.
This means any time the report is sent out, the
statement of correction must be sent as well.
Managing a client’s request to change personal infor-
mation
ACC > Claims Management > Manage Claims > Manage Vocational Interventions / Supports > Arrange Initial Occupational Assessment (IOA)
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Page 6 of 6
Document Outline
- Arrange Initial Medical Assessment (IMA)
- Arrange Initial Occupational Assessment (IOA)
