Privacy
When completing privacy checks, what are the two mandatory questions we must ask a client, in addition to the two priority questions?
What does PICBA stand for?
Personal Injury Caused by Accident.
What does SRNA stand for?
Social Rehabilitation Needs Assessment.
What is the name of ACC’s equipment supplier?
Enable.
Which EOS tab shows where a client’s claim is being managed?
The General tab.
What do the following acronyms stand for?
What ACC form is used to notify ACC about a client’s incapacity for work or to request an additional diagnosis?
ACC18.
In HCS MI, what does MI stand for?
Maximise Independence.
True or False:
Rongoā Māori can be provided as part of social rehabilitation support.
True.
This is service available to all clients eligible for other social rehabilitation.
Rongoā practitioners are not considered 'Treatment Providers' as defined in the Accident Compensation Act 2001.
If all criteria are met, access to MyACC applies to claims from which year onwards?
2007.
True or False:
It is considered a breach if staff share any personal information about a client when there is no signed Authority to Act (ATA) or written consent on file confirming the client’s ATA preference.
True.
True or False:
If ACC does not meet the agreed timeframes for making a cover decision, the client is deemed to have cover for their injury.
True.
How many hours of allied health support are available under a HCS Return to Independence (RTI) package?
10 hours - shared across physiotherapy, occupational therapy, and nursing.
Which ACC referral form numbers are used by hospitals to request:
ACC705 and ACC4249.
Which platform is used to add an agreed intervention to a claim?
Salesforce.
True or False:
If a client is 17 years old, ACC can automatically speak with their parent without the client’s consent.
False.
If the client is 16 years or older, their consent is required.
Note: If we have not actively managed a claim for 12 months or more and there is an Authority to Act (ATA) on file, we must confirm with the client that the ATA is still valid before communicating with the ATA.
What action should you take if you receive a MyACC task titled:
“NGCM – Request Change in Claim Information”?
Contact the client and advise that their treating provider must formally lodge the request with ACC.
True or False:
ACC can fund lawn care or gardening services as part of social rehabilitation.
False – clients may be encouraged to seek support through MSD.
True or False:
ACC can fund childcare when the injured person is a child.
False – support would need to be considered under Supervision or Attendant Care.
(Childcare may be considered when the injured client is a parent.)
a) When should you close your wrap‑up in Genesys?
b) At ACC, _____________ is the source of truth for processes, showing steps, decision points, and supporting links?
a) Once all after‑call work is complete.
b) Process Manager.
True or False:
A client provides a new email address over the phone that is not already in EOS. You can add it and mark it as verified in EOS.
False.
The email status must be set to “Awaiting Verification”, and a verification email must be sent from the Party record using the “Verify client email address” email template.
What tool is designed to help you search for cover-related information, support decision‑making, and identify when a cover decision needs further advice or escalation?
Cover Support Tool.
Under HCS Return to Independence, funding is provided in packages lasting up to six months.
How many consecutive packages can be approved per claim, if required?
4 consecutive packages.
Up to what dollar value can a Recovery Assistant approve non‑contracted emergency transport?
(not NETBA)
$10,000.
a) What is the name of the document that contains ACC’s referral templates?
b) What is the Delegations Framework, and what is its purpose?
a) Manage Referral Template
(also known as Manage Referral Task Templates).
b) The Delegations Framework defines the level of authority and decision‑making a Recovery Assistant has when supporting a claim.