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#

Support at different ages#

Your role is to help ākonga aged 5 to 16, but age is not the only factor when you are deciding how to support ākonga.

This guidance clarifies expectations relating to:

• referrals involving 5-year-olds
• students approaching age 16 and beyond.

Whānau | families who will not engage with you#

Some families do not engage or refuse to meet in a constructive way. This guidance explains what to do when that happens so students get the help they need.

Locating students#

This guidance is for when students or whānau can’t be found.

Managing 'not located' cases

Use this guide to what to do and what to record in AS-CMS in the event an ākonga and/or their whānau cannot be located.

Making referrals to Oranga Tamariki#

Information sharing protocol

We have an information-sharing protocol with Oranga Tamariki. It allows for safe and timely referrals of students with chronic absence to Oranga Tamariki using Section 19 (S19) of the Oranga Tamariki Act 1989. The scope of the protocol now includes the attendance service, when working in partnership with the enrolling school. 

The protocol outlines when and how to make a S19 referral and includes a S19 referral form template.

When to refer students

This guidance supports attendance service providers to make a referral to Oranga Tamariki if they have concerns about the care and protection of an ākonga | student with chronic absence.

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.