At Caring to a T, we understand that you may have questions about our disability services, including support coordination and support work. We are here to provide you with the answers you need. Feel free to explore the common questions and if you need further information, don't hesitate to reach

1. Client Intake and Initial Assessment Policy

 

Purpose:

To ensure that all new clients receive a comprehensive assessment to understand their needs and goals.

 

Procedure:

 

• Step 1: Upon referral, contact the client or their representative within 48 hours.

• Step 2: Schedule an initial consultation to gather relevant personal, medical, and service history.

• Step 3: Conduct a needs assessment and goal-setting session, ensuring the client’s individual preferences and requirements are captured.

• Step 4: Complete necessary documentation and gain consent for sharing information with relevant providers.

• Step 5: Develop a support plan in collaboration with the client, based on their NDIS plan and goals.

 

2. Support Coordination and Plan Management Policy

 

Purpose:

To provide high-quality support coordination services that ensure clients access and manage their NDIS plans effectively.

 

Procedure:

 

• Step 1: Assign a dedicated support coordinator to each client.

• Step 2: Review the client’s NDIS plan and explain funding categories and available supports.

• Step 3: Assist clients in connecting with registered NDIS providers suited to their needs.

• Step 4: Monitor progress against the goals outlined in the plan, and adjust services as necessary.

• Step 5: Maintain regular communication with clients and service providers to address any issues that arise.

• Step 6: Document all interactions and outcomes in client records.

• Step 7: Assist with plan reviews and ensure all necessary paperwork is submitted on time.

 

3. Privacy and Confidentiality Policy

 

Purpose:

To protect the privacy and confidentiality of clients in compliance with the Privacy Act 1988 and NDIS standards.

 

Procedure:

 

• Step 1: Collect and store client information securely, ensuring that only authorized personnel have access.

• Step 2: Obtain written consent before sharing client information with external providers.

• Step 3: Train all staff in privacy and confidentiality policies during induction.

• Step 4: Regularly review data security measures to prevent breaches.

• Step 5: Respond to any data breaches according to the NDIS Code of Conduct and Privacy Act requirements.

 

4. Incident Reporting and Management Policy

 

Purpose:

To provide a clear process for reporting and managing incidents involving clients and staff.

 

Procedure:

 

• Step 1: Any staff member who witnesses or becomes aware of an incident must report it within 24 hours.

• Step 2: Complete an incident report form detailing the nature of the incident, those involved, and any immediate actions taken.

• Step 3: The management team must review the incident, assess risks, and take appropriate corrective actions.

• Step 4: Where applicable, report serious incidents to the NDIS Quality and Safeguards Commission.

• Step 5: Follow-up with clients or staff members involved in the incident to ensure their well-being and update their support plans if necessary.

 

5. Complaint Handling Policy

 

Purpose:

To ensure clients can easily raise concerns or complaints and have them addressed in a fair and timely manner.

 

Procedure:

 

• Step 1: Provide clients with clear information on how to lodge a complaint, including through written, verbal, or electronic formats.

• Step 2: Acknowledge the complaint within 48 hours and initiate an investigation.

• Step 3: Resolve the complaint within 14 days where possible, providing regular updates to the complainant.

• Step 4: If the complainant is unsatisfied, provide information on escalation pathways, including contacting the NDIS Quality and Safeguards Commission.

• Step 5: Record all complaints and outcomes for quality improvement purposes.

 

6. Staff Training and Development Policy

 

Purpose:

To ensure all staff are appropriately trained to provide high-quality support coordination services.

 

Procedure:

 

• Step 1: All new staff undergo an induction program covering company policies, NDIS standards, and client rights.

• Step 2: Provide ongoing training in areas such as disability rights, safeguarding, privacy, and person-centered planning.

• Step 3: Staff must complete mandatory NDIS Worker Screening and any required professional development courses.

• Step 4: Regularly review and assess staff performance and offer professional development opportunities to enhance their skills.

• Step 5: Keep records of all training completed by staff for auditing purposes.

 

7. Risk Management Policy

 

Purpose:

To identify and manage risks associated with providing support coordination services.

 

Procedure:

 

• Step 1: Conduct a risk assessment for all clients during the intake process, identifying any potential health, safety, or wellbeing risks.

• Step 2: Develop risk mitigation strategies for identified risks, including detailed emergency plans.

• Step 3: Regularly review and update risk assessments in response to changes in client needs or incidents.

• Step 4: Train staff to recognize, report, and manage risks in the service environment.

• Step 5: Document all risk management actions and review their effectiveness regularly.

 

8. Financial Management and Billing Policy

 

Purpose:

To ensure accurate and transparent financial management of client funds and service billing.

 

Procedure:

 

• Step 1: Ensure clients are informed of their NDIS budget and available funds for support coordination.

• Step 2: Provide clear, itemized invoices for all services rendered, following NDIS pricing guidelines.

• Step 3: Record all financial transactions and ensure they align with the client’s NDIS plan and goals.

• Step 4: Monitor client budgets and notify them if any risks of overspending are identified.

• Step 5: Maintain financial records for auditing and compliance with NDIS requirements.

 

These policies ensure Caring to a T operates in compliance with NDIS regulations, offering high-quality support coordination services.

out to us. We are dedicated to ensuring that you have a clear understanding of our services and how we can support you.

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