TABLE OF CONTENTS
- What is the CCU Kanban?
- How to access the CCU Kanban
- Sending Claims to the CCU Kanban
- Filters and Tickets
- How to use the CCU Kanban
- Ending the CCU Kanban Workflow
- CCU Team Overview Report
What is the CCU Kanban?
The CCU Kanban helps Finance team members prioritise Claims processing. This visual tool organises and colour-codes Claims based on the date of submission. This workflow ensures that Finance team members are always working on items of highest priority.
How to access the CCU Kanban
Access to the CCU Kanban is restricted by User Permissions.
To grant users access to the CCU Kanban, go to Admin Settings, select Users from the sidebar.
Click the Edit button next to the user. The Edit Details modal will open.
Select either CCU Member or CCU Manager from the CCU Role dropdown menu, then click Save User at the bottom of the modal.
For users wanting Read-Only access to the CCU Kanban, enable the Kanban board read-only permission.
CCU Members can make changes to tickets assigned to themselves only. CCU Managers can make changes and reassign all tickets, regardless of who is assigned to it. The CCU Manager role is recommended for management staff.
Accessing the Kanban
The CCU Kanban Board can be accessed from the Finance Menu in the sidebar.
Sending Claims to the CCU Kanban
Claims can be sent to the CCU team from a Job Seeker record, a Placement record, or a Claim record by any user.
Go to the Claims section of the record, then click the Submit to CCU button to open the submission modal. Alternatively, from a Claim record, click the Submit to CCU button in the Claim Details panel.
The Submit to CCU modal will appear.
- If the claim is Pay Slip Verified, click the PSV Claim checkbox at the top of the modal.
- Select the Outcome Type. This may be Full, Partial or Zero.
- Select a Note Template from the Template dropdown menu, if applicable. This will apply a template to the Comments section.
- Review the contents of the Comments section or provide a submission comment.
- Attach any Evidence Attachments by dropping files into the box provided or by clicking in the box to open your file browser. Existing attachments for this claim, either uploaded to the Placement record or Claim record will appear above this box. Tick the checkboxes to add the attachments to the claim submission.
- Add any additional Tags as necessary.
- Click Submit to CCU to submit the claim.
The claim will then be sent to the CCU Claims Inbox for processing.
For more information on Note Templates, see our Help Article on Note Templates.
For questions related to business-specific processes, please reach out to your Job Ready Administrator or Site Manager.
Filters and Tickets
Users can narrow down the CCU Kanban Board with the following filters, accessible from the top of the board.
- Mine: Displays claims assigned to the current user.
- CCU Assigned To: Displays claims assigned to the Users selected from the dropdown menu.
- Claim ID: Shows the claim matching the Claim ID entered in the field.
- Site Grouping: Shows all claims for a selected Site Group. This filter may be named differently depending on your Site Group settings.
- State in: Displays claims in a specified Claim State, like Department Approved.
- Sites: Displays claims from specified Sites.
- Type In: Displays claims with a specified Type, like a DES 13 Week Outcome.
- PSV?: Displays claims that are or are not Pay Slip Verified.
- Indigenous?: Displays claims for Indigenous Job Seekers.
- FOE?: Displays claims related to Placements that were sourced by a Job Seeker or sourced by the Provider.
- Plc Ended?: Displays claims where the Placement associated has ended.
- Colour: Displays claims with a specified ticket colour.
- Programme: Shows claims from a specified programme.
- Jobseeker: Shows all claims for a specified Job Seeker.
- Ticket IDs: Show claims that match with specified Ticket IDs.
Tickets are colour-coded based on the date of submission to the CCU Inbox.
- Green tickets have been Submitted to CCU in the last 48 hours.
- Yellow tickets have been submitted more than 2 days ago, but have been in the workflow for less than 7 days.
- Orange tickets are more than 7 days old but less than 14 days old.
- Red tickets have been in the workflow for 14 days or longer.
- White tickets are resolved and will fall off the CCU Kanban after 30 days.
A CCU Kanban ticket provides the following information:
- The Programme at the top
- The initials of the assigned CCU Member in the top-left corner
- The Ticket ID next to the initials
- The current Claim State in the top-right corner
- Whether the Claim is PSV or Auto.
- If the Placement in relation to this claim was a position sourced by a Job Seeker, FOE will appear underneath the PSV information.
- Date of last update
- The Outcome Type
- The Job Seeker's Name
- The Claim Submitter and their Site.
How to use the CCU Kanban
Tickets on the CCU Kanban are generally worked from the top of the leftmost column to any of the three rightmost columns. Users can either click and drag a ticket from one column to another, or use the buttons at the bottom of the ticket to change the Claim State.
Assigning and Reassigning a Ticket
To assign a ticket to yourself, either drag and drop the ticket from the CCU Inbox column to In Progress or click the Assign to Me button.
Once the ticket is assigned, your initials will appear next to the Ticket ID in the top-left corner of the ticket. A CCU Manager can Reassign a ticket using the Reassign button.
Changing Claim States
The Claim State for a ticket can be edited by dragging it to any other column on the Kanban or by clicking the Update Claim State button and selecting the Claim State from the drop-down menu.
A modal will appear whenever you change Claim States.
If you have changed Claim States using the drag and drop method, choose the Claim State from the drop-down menu. If you updated the Claim State using the Update Claim State button, skip this step. Then:
- Enter a Claim ESS ID, if you have one.
- Select a Template from the drop-down menu (Optional).
- Enter your Comments.
- Is your note for Finance eyes only? Tick the CCU Private Note. Other users, including the user who submitted the Claim, will not be able to see this.
View Claim State History
Each ticket has its own audit trail of changes available to view at any time.
Click the History button to review.
The audit trail will open in a modal as shown.
Adding a Note
To add an additional note to a Claim, click the New Note button on the ticket.
The New Note Modal will appear. Select your Template from the drop-down menu, or start typing in the Comments section. If this note is only for members of the CCU team, tick CCU Private Note.
Ending the CCU Kanban Workflow
The CCU Kanban workflow ends once the ticket is Lodged, Department Override Lodged, or Closed. Once the ticket has been moved into any one of these columns, you have reached the end of the workflow for the CCU Kanban.
From here, any Claims that need to be lodged with the Department should be lodged in ESS or Workforce Australia Online. If a Claim ID hasn't been added to the claim in the CCU Kanban yet, add it as soon as it's available.
The ticket may not immediately turn white in all circumstances. Once the Claim is finalised by the Department, the ticket in Job Ready will update by the next day.
CCU Team Overview Report
Job Ready has a CCU Team Overview Report for CCU Managers to review. You can access this at any time by going to Reports in the sidebar and selecting CCU Team Overview Report.
This report provides a summary of tickets in the workflow and breaks down the amount of tickets in the CCU workflow by claim state, the number of tickets assigned to each user and claims by programme.
Thanks for reading! If you have any further questions about the CCU Kanban, our Job Ready Support team are here to help.