Rapid Response
Welcome to the Rapid Response support page for Consultants and Associates
Our new Universal Case Management (UCM) portal has launched, providing our consultants with a more sophisticated and streamlined process for viewing, conducting and completing Rapid Response services. All new services will be booked via the UCM portal, while all existing services will continue to be accessed via the existing Phoenix portal.
Converge has introduced a new Multi Factor Authentication process to access the Phoenix portal and UCM. If you need assistance or to learn more, go here: convergeinternational.com.au/mfa
NOTE:
All new Rapid Response cases from 1st December 2024 will be accessible from UCM
All prior and existing Rapid Response cases (i.e., referred before 1.12.24) will be accessible from the prior Phoenix system
Refer to https://convergeintl.atlassian.net/wiki/spaces/RRC/pages/707166217 for instructions on how to navigate between both systems.
User Support Guides
Key Contacts
Below is a list of key contacts within Converge and what areas they can support you with:
Reason | Team | Contact |
Urgent clinical escalations | Strategic Solutions Clinical Leadership Teams
| 1300 687 327
Call is answered by a Rapid Response Coordinator during Business Hours* Advise of your need & wait on hold for warm-transfer or provide details for a call-back |
Queries regarding clinical service delivery within the Rapid Response service & ad-hoc supervision
| Rapid Response Clinical Leadership Team | Rapid Response Coordinators** Rapid.ResponseAdmin@convergeintl.com.au The Rapid Response Coordination team will assist in connecting you with the Clinical Leadership Team |
Queries regarding job bookings & logistics; reschedules or other diary amendments; client driven requests for extra support etc. | Rapid Response Operations Team
| Rapid Response Coordinators ** Rapid.ResponseAdmin@convergeintl.com.au
|
For associates (contractors) – advising of availability & periods of non-availability (taking leave) | Rapid Response Operations Team
| Rapid Response Coordinators ** Rapid.ResponseAdmin@convergeintl.com.au
|
Queries regarding amendments to service delivery/travel times; reporting queries (i.e. Service Reports) | Rapid Response Operations Team
| Rapid Response Projects *** Rapid.Response.Projects@convergeintl.com.au
|
For login issues, troubleshooting, help & guidance using UCM | Rapid Response Operations Team
| Rapid Response Projects *** |
Enquiries for EAP, Onsite Wellbeing or Training/Consulting work (outside of Rapid Response Services) | Customer Service Team | customerservice@convergeintl.com.au
|
Changes to contract and profile (contact details, address changes, banking details, specialties etc.) | People, Culture & Leaning Team |
|
*Rapid Response Coordinator business hours: 7am – 9pm Monday to Friday; 10am – 9pm Saturday/Sunday. Outside of these hours & national public holidays, all calls are initially answered by a message service & then directed to the on-call Rapid Response Coordinator. A skeleton crew operates on national and local public holidays (VIC).
**Rapid Response Admin emails are only monitored during Rapid Response business hours as listed above.
***All other emails are only monitored during standard business hours