Accessing the case management system#

All providers need access to the attendance service case management system (AS-CMS). Access is managed by your organisation’s ESL online delegated authoriser.

These are the steps for delegated authorisers to set up attendance service case management system access.

Set up guides#

Use these guides to help you set up access.

How to use the AS-CMS#

Introduction to the system#

This document introduces the AS-CMS. It outlines your role, key features and guidance on main actions for managing attendance cases.

Instructions for key tasks#

This quick reference guide gives you step-by-step instructions for key tasks in the AS-CMS such as:

• assigning cases
• adding tasks and events
• uploading files
• pausing and closing cases.

Common scenarios#

This guide provides quick answers to common questions about managing cases in AS-CMS. It explains what to do in common scenarios and what to check if something is not working as you expect.

Over time, this document will be replaced by detailed guides on specific topics.

Known issues#

See the document below for a list of known issues with AS-CMS.

If you need help#

For all support enquiries relating to the AS-CMS, contact the Education Service Desk.

Freephone (NZ only): 0800 422 599 

Email: [email protected]

Keeping records in the AS-CMS#

You are required to keep clear records of the work you carry out for a student and their whānau in the AS-CMS.

This guide will help you make sure records are up to date, complete and include:

• the support you provide
• actions you take
• any referrals you make
• how you are monitoring progress
• the amount of time you spend managing the case.

Quarterly reporting#

Best practice for managing cases#

Meetings with schools, students and caregivers#

This guidance outlines the core principles of a good hui | meeting when engaging with schools and caregivers to support students.

Moving a case to transition#

This guide supports successfully moving from active case management to a transition phase. It explains:

• when a case is ready to move into transition
• what needs to be agreed with the school
• what should be recorded in AS‑CMS.

Closing cases#

This guide supports providers to make closure decisions that are clear, consistent, and based on valid close reasons. It explains:

• when an attendance case can be closed
• what should happen before closure
• the situations where closure is not appropriate.

Managing not-located cases#

Learn more about what to do and what to record in the AS-CMS if a student or their family cannot be located.

Locating students and families who are hard to find#

You may find it difficult to locate the students or families you are supporting. There are a number of steps you must take to help locate a student.

Age-related cases#

Schooling is compulsory from age 6 to 16. Learn more about what attendance support you should offer students aged 5 and 16.

Making referrals to Oranga Tamariki#

We have an information sharing protocol with Oranga Tamariki. This makes sure that schools and attendance service providers can refer children and young people to Oranga Tamariki when chronic absence from school raises care or protection concerns.

Referrals can be made under section 19 (s19) of the Oranga Tamariki Act 1989.

• Download the guide to learn when and how to make a s19 referral, and what happens after a referral is made.
• Download the protocol to learn more about s19 referrals and access the s19 referral form.

Escalating attendance letters#

This guidance explains how to communicate with whānau to:

• convey the seriousness of ongoing absence
• provide information about the attendance service
• offer support
• explain what may happen if attendance does not improve.

Template letters for chronic absence cases#

These letters are for you to use when a student is chronically absent and their family or caregivers refuse to engage with you.

Template letters for non-enrolment cases#

These letters are for you to use when a student is not enrolled in education and their family or caregivers refuse to engage with you.

If you are worried about the safety of a student#

If you have welfare or safety concerns about a child, tell Oranga Tamariki or the New Zealand Police and update the AS-CMS.

See our information sharing agreement with Oranga Tamariki.

Referrals to Oranga Tamariki

If you are worried an ākonga is being abused, neglected or ill treated, you can make a report of concern to Oranga Tamariki.

Make a report of concern – Oranga Tamariki