Townsville Pediatric Practice
Funding Type
NDIS (Agency Managed) - ID: 88721102
Clinical Description & Request:
"Liam is a 13-year-old child on the autism spectrum experiencing severe social anxiety and selective mutism. Referral is for intensive speech therapy and social communication groups. Referrer requests service setup within 14 days to prevent regression before the school term starts."
Assigned Field Clinician: Jessica Knowles (Speech Pathologist)
NDIS ID: 7710204 (Active)
QLD Blue Card (WWCC): Expired 01/06/2026
Police Check: Expiry: 11/11/2028
Using the Learner Guide & Templates, complete the following four tasks to successfully resolve today's intake inbox:
1
Triage and Prioritise: Analyze the clinical triggers for all three cases. Assign a priority tier (Urgent, Standard, Deferred) and calculate the action deadline based on the guidelines.
2
CRM Data Entry Logs: Transcribe client information into the CRM template exactly as received. Maintain flawless capitalization, standard formats, and correct state flags.
3
Compliance Audit: Audit the assigned field clinicians. Check NDIS credentials, WWCC/Blue Cards, and Police clearance dates. Highlight blockers.
4
Draft Empathetic Communication: Write communication templates and outline verbal scripts to coordinate with anxious family stakeholders for complex scheduling or blockers.
CareFlow Solutions | Intake Training Package Page 2 of 2
| | Jessica Knowles (SP) |
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CareFlow Solutions | Intake Learner Guide Page 2 of 3
CareFlow Solutions
Student Copy
Review your findings. One clinic coordinator needs to resolve a clearance issue. Draft your responses.
Amelia Vance is high risk, being discharged tomorrow. Outline your step-by-step phone triage script to reassure her, validate her concerns about stairs, and clarify the home-OT schedule.
Speech Pathologist Jessica Knowles is blocked from visiting Liam Patterson due to an expired QLD Blue Card (WWCC). Draft an email template to Jessica requesting urgent renewal, explaining why she cannot be deployed yet.
All client names are 100% correct
Regional state codes entered accurately
Priority levels match clinical guidelines
All 3 compliance audits completed
CareFlow Solutions | Intake Learner Guide Page 3 of 3
| NSW |
| 43091102 |
| 0422 189 743 |
| Marcus Thorne | 29/11/1951 | VIC | 55431109 | 03 9822 1104 |
| Liam Patterson | 05/09/2012 | QLD | 88721102 | 07 4771 9920 |
Students must identify precise compliance errors.
| Assigned Field Clinician | Required Status | Detailed Audit Findings & Compliance Action |
|---|---|---|
| Gavin Cooper (OT) | PASS (Compliant) | All credentials active and valid. NDIS ID active, WWCC NSW (WC382901E) is current, and National Police Check is clear until April 2027. Clinician can be deployed immediately to Amelia's discharge visit. |
| David Miller (OT) | BLOCK (Expired PC) | National Police Check expired on 10/05/2025 (over 1 year ago relative to current date of June 15, 2026). Immediate block on home scheduling. Must request updated certificate prior to home deployments. |
| Jessica Knowles (SP) | BLOCK (Expired WWCC) | QLD Blue Card (WWCC) expired on 01/06/2026. Liam Patterson is a pediatric client (born 2012; age 13). Legal and clinical guidelines strictly prohibit contact with minors without an active, verified WWCC. Immediate deployment block. |
Verify that students have logged Sandra Patterson as the primary contact and phone holder for Liam Patterson, as Liam is a minor and cannot coordinate his own therapy. This reflects true community health admin competency.
CareFlow Solutions Assessor Pack | Ref: 06800-0013443859 Page 2 of 3
CareFlow Solutions
Assessor Copy
Look for these key indicators of empathy and professional clarity.
Part A: Amelia Vance - Call Script Model Strategy
"Hello Amelia, my name is [Name] from CareFlow Solutions. I received your discharge referral from Lismore Base Hospital. I understand you are leaving hospital tomorrow and that your rural property has steep stairs, which must feel quite overwhelming. We want to make sure you are completely safe. I have prioritized your case as urgent. Our Occupational Therapist, Gavin, is fully booked but we are rearranging his morning so he can be at your property tomorrow by 11:30 AM. How does that sound?"
Part B: Jessica Knowles - Clinician Blocker Email Model
"Subject: URGENT: QLD Blue Card Expired - Active Intake Hold
Hi Jessica, I hope you're well. I am triaging an incoming referral for Liam Patterson (pediatric speech therapy) and wanted to assign him to you. However, our CRM database shows your QLD Blue Card expired on 01/06/2026. For pediatric safety compliance, we must place a hold on this case assignment. Please send me your updated clearance number or application receipt as soon as possible so we can proceed with booking Liam. Thank you for your urgent attention to this. Best, [Name]."
Evaluate overall performance across the 4 simulation domains.
| Assessment Domain | Satisfactory (S) | Not Yet Satisfactory (NYS) |
|---|---|---|
| 1. Regional Triage | Accurately identifies all 3 priority levels. Correctly calculates and justifies Amelia's 2-hour deadline. | Fails to identify Amelia Vance as Priority 1 (Urgent). Misses risk triggers or calculates incorrect deadlines. |
| 2. CRM Integrity | Perfect data entry. Accurately transcribes names, DOBs, NDIS IDs, and correct state codes (NSW, VIC, QLD). | Overlooks spelling errors, enters incorrect mobile numbers, or inputs wrong NDIS ID codes. |
| 3. Compliance Audit | Correctly flags David Miller and Jessica Knowles as blocked. Identifies exact expired items and expiry dates. | Fails to detect expired clearances. Approves non-compliant clinicians to perform home service visits. |
| 4. Stakeholder Comms | Call outlines reflect active listening and warm empathy. Email templates are clear, firm, and professional. | Call outline lacks emotional warmth or misses fall risk. Email is confrontational or fails to state compliance hold. |
Assessor Signature & Date:
Assessment Outcome:
Satisfactory
Not Yet Satisfactory
CareFlow Solutions Assessor Pack | Ref: 06800-0013443859 Page 3 of 3
