Case Management – Migrants


Setting up Cases | Customise the Case Document List | Assign the Agent | Send the Clients their Login Details | Working the Case


Migrants can have a long term relationship with their Agents and over time may have many visas – for instance they might start with a Working Holiday (417) visa then progress to a 457, change employers requiring a new 457 nomination and later to a 190 Visa. For each Visa, you can create a Case and each Case will be visible to the Migrant but can also be related to different Sponsoring Companies. The Migrant will be able to see all their Visa cases at any time, but not Nominations (only the Sponsoring Company can see Nominations). 

Setting up Cases

You can create a Case simply by going to the Cases page, selecting the Visa Subclass, select the Sponsoring Company (or Independent if there is no company involved) and select the Migrant. Then click CREATE

If you are converting a prospect to a client and a Prospect Case already exists go to into the Prospect case for the Migrant, set the Sponsoring Company and click Update then Convert To whatever Visa Subclass is required. 

NOTE: You can only convert to migrant visas, you cant convert a Prospect case to a Nomination or SBS as these are company related applications

Customise the Case Document List

The next step is to customize the form and document list in the case. When you set up a new Case for a Migrant, the form and document lists contain a large number of items which may or may not be required – for instance Adoption Certificates, Marriage Certificates and Military Discharge papers.

To provide the best experience to the Migrant, it is important that you go through the list and customize it to their needs by marking each unnecessary document as NA preferably before the Migrant first logs in – All items marked NA are not seen by the Migrant – this gives you and the migrant the shortest possible list to work by.

Simply select the ones you don’t need using the radio buttons to the left of each form and document and click Mark NA. When you, the Migrant or the Sponsoring Company next look at that case, only the required documents will be displayed. If you need to see the full list again, just click Show/Hide NA.

Assign the Agent

Next you need to assign the Agent for the case, this is the person who will work with the client and be responsible for the Case. On the Cases page, find your case and select the Agent for that Case from the dropdown. If you have anyone assisting or supervising then select Processor and Supervisor as appropriate.

Send the Clients their Login Details

Once you have the Case setup and the form and document list customized, you need to give your Clients access to the system by emailing them the login link for your Agency, their username and their password. Sample welcome emails can be found at the Welcome Emails page.

NOTE: You don’t need to do this step for existing clients – an existing client will simply see the new Case in the system the next time they login, but it is good practice to let them know again when the Case is properly set up.

You can find out a Migrant’s Username by going to their Migrant Profile and clicking on Change Username/Password. This will display their Username. When a Migrant is created either by Prospect Questionnaire or by using the Add Migrant on the Migrants page, their Password will be the sameas their Username.

NOTE: If a Migrant uses the Prospect Questionnaire, their username and password will be emailed to them automatically (if they put their email address correctly).

Working the Case

Now everyone has access to the Case who needs it, so you (or whoever is Agent) can log in and send a welcome message to the Migrant via the Messaging window. Whatever you put in will be sent to them in an email as well as visible to them in the Messaging window when they log in. 

When the Migrant logs in they will see the list of required forms and documents. They can download the forms they need to fill in and can read the Templates in order to understand exactly what is required for each document. As they get their information together they can upload it directly into the Case and you will receive notifications via the Alerts page – Client Actions section and via email (if configured). If they have questions they can message you via the built in messaging window. Again you will receive email notifications about new messages and via the Alerts page. If your clients give you originals, you can scan them and upload them yourself in the same way. 

As the forms and documents are uploaded into the Case, you can click on the download button to review them. Once reviewed you can set the Status of each form or document to Approved, Reviewed or Rejected. When you set the Status to Approved or Reviewed, the upload button disappears so the form or document can’t be changed without you knowing. If you reject a document, be sure you use the messaging window to let the Migrant know why and what they need to do to fix the problem. Once all the required forms and documents are at APPROVED, you are ready for final review – so set the Case Status to REVIEWING.

The Migrant can see the Progress Stage, Document Status and Case Status as soon as you modify it so they are kept up to date with the progress of the case at all times. This reduces phone queries dramatically if used consistently

You can use the system to get formal approval from your client to lodge an application by asking them to click SUBMIT in their Case view when they are happy that the application is ready to lodge – only the client can click SUBMIT, not an Agent. 

Once you have done the final review and the client has approved lodgement, you can proceed to lodgement with DIBP. The iVisa system makes it easy to get all the documents you need together in one place ready for upload into your IMMI account – use the radio buttons to the left of each document to select all the documents you want to upload to DIBP (or use SELECT ALL and de-select the ones you don’t want) and then click the RETRIEVE button – the system will zip all the documents and download them to your computer. Each document is named with the Case Number, form or document name and the date and time it was uploaded. This way you have a consistent record of what information you present to DIBP.

Once lodged, set the Case Status to Lodged or Lodged Incomplete as appropriate and remember to set the date so the Migrant knows that the application is lodged. You can also track intermediate stages of an application with Case Status, such as EoI Lodged, RCB Lodged or State Sponsorship Lodged as appropriate. You can upload the lodgement receipts into the Additional Documents section and copies of the application forms into Additional Documents or Agent Only (visible only to the agent) as appropriate.

If queries are later received by DIBP, you can keep the Migrant informed by setting the Case Status to Info Requested – DIBP. Use the messaging window to maintain communication about what is required.

Once the application is Granted, upload the Grant Notification(s) into the DIBP Documents section and set the Case Status to GRANTED. This will lock the Case so no changes can be made. Remember to set the GRANT Date and also the Expiry Date. This way you can track which clients have visas approaching expiry and notify them ahead of time which will provide the opportunity for repeat business.