Agent Case Management Procedure Overview

 

Prospect Assignment | Assessment Interview and Followup | Client Setup | Case Preparation Phase | Lodgement Phase | DIBP Liason Phase | Grant Phase

This section provides a straightforward procedure for Agents to follow which will make best use of the iVisa system capabilities

Prospect Assignment
  1. The Case and the corresponding Migrant Profile will initially be created by the Prospect filling in the online questionnaire on the website or by Managing Agent or other authorized person (which may be you).
  2. The Prospect may be assigned to you by Managing Agent or other authorized person in the iVisa online system. The system will automatically email you notification of the assignment.

 

Assessment Interview and Followup
  1. If you are creating the Migrant Profile during the Assessment interview then Go to Step 4.
  2. Review the Migrant Profile and corresponding Case to see any documents the Prospect may have provided and to understand the Prospect’s situation
  3. Contact the Prospect and arrange an appointment for the Assessment Interview. Put this appointment in your Outlook Calendar
  4. During the assessment interview, use the Case Notes facility in iVisa online system to record details of the interview.
  5. Where possible perform a VEVO check during the interview and ensure that the Prospect is lawful and that there is sufficient time to prepare and lodge an application should the Prospect become a Client. Put a copy of the VEVO check in the Case file.
  6. Following the assessment interview, if the Prospect is ineligible, set the Case Status to “Ineligible” and end the process
  7. Following the assessment interview, if the Prospect is eligible and willing to proceed then:
    1. Set the Case Status to Qualified and set the date of interview or determination
    2. If you provide an Advice, then upload the Migration Advice letter into the Case file.
    3. Send out a Contract and Deposit Request (Deposit Request Sent and Agreement Sent dates to be updated in the Case and the status set to “Deposit Request Sent”)
    4. Follow up with Prospect 48 hours after Assessment Interview and subsequently until Deposit is paid or Prospect decides not to proceed. If not proceeding set the Case Status to “Not Proceeding”

If not willing to proceed then set the Case Status to “Not Proceeding”

 

Client Setup
  1. When Deposit and signed Agreement are received, set the Case Status to Preparing and upload the Agreement to the Case.
  2. Use the “Convert To” function in the Case to change the Visa Type from Prospect to correct Visa Subclass to be processed. This will automatically change the Migrant status from “Prospect” to “Client”
  3. If the visa is an Employer Sponsored type and Sponsoring Company is not visible, you may need to speak to your Managing Agent to get them added to the system if you don’t have permissions to Add Sponsoring Companies yourself.
  4. It is important that the client sees the list of documents customized to their needs when they first log in – this gives the best customer experience, so customize the document list as soon as possible.
    1. Based on the information in the Migrant Profile, set the appropriate documents in the Case to N/A – eg if the client only has 2 dependents, set all documents relating to dependents 3 and 4 to N/A.
    2. Set the Life in Australia Form to INFORMATION
    3. Go to the Instant Messenger window and send an initial greeting to the client. For example:

“Hi John, Welcome to <name of migration agency>, please take a look at the list of documents required for your application and scan and upload them. I will then be able to review them for you. If you have any questions, please use this Instant Messenger window to contact me – when you enter a message here, the system will notify me.

Your username is: <user name> and

Your Password is: <password>

You can change your password at any time and it is advisable to do this the first time you login.

Cheers <agent name>”

  1. If applicable, log into the associated Nomination Case and repeat the procedure above
  1. Follow up with the Client to ensure that the signed Agreement is received and upload into “Additional Documents” with the filename = “Agreement”
  2. Upload any documents you have in your possession which are relevant to the case.
  3. Set the DEADLINE on the Case according to the client requirements – eg if their current visa is about to expire etc. Ensure sufficient time is available to ensure all the necessary information can be gathered and the Visa lodged in time.
Case Preparation Phase
  1. On a daily basis, log in to iVisa and check the Client Actions on the Alerts tab. It is important to respond in a timely fashion to client actions, so if they have sent you a message or uploaded a document, then please respond to the message or check the document and set its status accordingly as soon as possible. When you have responded, click DONE next to the client actions so that you keep your Client Actions area empty. This will enable you to better manage client interactions.
  2. When urgent responses are required from the client, use both the Messenger and ALERT function to let the client know. Follow up with a phone call if the client is slow to respond.
  3. When all the documents have been uploaded and REVIEWED by your visa processor, change the Case Status to REVIEWING. This step may be skipped if you are not working with a visa processor.
  4. As documents are RECEIVED into iVisa if you are working alone, or REVIEWED by your processor (if you have one) please check the documents on a daily basis and set to APPROVED or REJECTED. In this way, you and the client will be able to see the status of all the documents and be able to judge how far the case has progressed. This will also mean you don’t miss critical information which has been uploaded by the Client or by your Processor.
  5. Upload all communications and information received which are relevant to the case into ADDITIONAL DOCUMENTS – this may include emails from the client, emails from DIBP, additional documentation provided by the client etc. (Print to PDF or Save As PDF are effective ways of saving emails for upload)
  6. Use the AGENT ONLY section of the Case to save any relevant notes or documents which you don’t require the Migrant or Company Representative to see.

 

Lodgement Phase
  1. When you believe that you have sufficient information to lodge the Visa Application you can request the Client to authorise lodgement by setting the status to SUBMIT AUTHORISED..
  2. When the balance and DIBP fees have been paid, the visa may be lodged:
    1. Use only documents retrieved from iVisa system for lodgement in IMMI account as they are dated and timestamped, this will enable you to track which document versions have been uploaded to IMMI
    2. After lodgement, upload the APPLICATION ACKNOWLEDGEMENT, DIBP LODGEMENT RECEIPT and BRIDGING VISA GRANT(s) into the iVisa Case.
    3. Notify the client by Messenger that the Case is lodged and advise them of the bridging visa status and conditions.
    4. Set the Case Status to LODGED
  3. In some circumstances it may be necessary to lodge the application before all the documents are received. In this case the after lodgement
    1. Use only documents retrieved from iVisa system for lodgement in IMMI account as they are dated and timestamped, this will enable you to track which document versions have been uploaded to IMMI
    2. After lodgement, upload the APPLICATION ACKNOWLEDGEMENT, DIBP LODGEMENT RECEIPT and BRIDGING VISA GRANT(s) into the iVisa Case.
    3. Notify the client by Messenger that the Case is lodged and advise them of the bridging visa status and conditions.
    4. set the Case status to LODGED INCOMPLETE
  4. If LODGED INCOMPLETE,
    1. ensure that all the remaining documents are uploaded into the iVisa online system and reviewed then the uploaded version passed on to DIBP.
    2. Once all documents have been submitted to DIBP
    3. Notify the client by Messenger that the Case is decision ready.
    4. set the Case status to LODGED
DIBP Liaison Phase
  1. When the application is lodged and a Case officer is assigned, you may be asked to provide additional information to DIBP. If this happens, Set the Case Status to INFORMATION REQUESTED – DIBP and notify the Migrant or the Company Representative of what is required if you cannot provide the documentation directly.
  2. Ensure all DIBP requests are responded to promptly and that the Request emails are uploaded in the DIBP documents section – once answered set the Case Status back to LODGED or LODGED INCOMPLETE

 

Grant Phase
  1. When a visa is GRANTED, upload the Grant Notification(s) under DIBP DOCUMENTS (you will need to set the Case back to PREPARING temporarily to do this).
  2. Ensure all the remaining documents, letters and emails relating to the Case are uploaded.
  3. Ensure that all forms and documents are either N/A or APPROVED.
  4. Set the Case Status to GRANTED and set the GRANT DATE and EXPIRY DATE of the Visa.
  5. Notify the client by Messenger AND by phone that the Visa is granted and any conditions as soon as possible.