Our Services
Assist with everyday tasks
This includes assisting with and/or supervising personal tasks of daily life to ensure the participant can live the most independent life possible. These supports can be provided in the home or in the community.
It could include help with household tasks such as cooking, cleaning, gardening etc or accompanying to community activities and appointments. It is referred to “Daily Activities” or “Participate in the Community” in the NDIS Plan.
Travel and Transport
We assist with transporting participants to appointments, specialist school, employment as required. We have access to fully qualified and experienced drivers, specialised cabs and transport. If the participant needs to be accompanied with public transport or privately, we can also assist with a support care worker.
Understanding Choice and Control
To access the appropriate services and understand the supports to be delivered, including the documentation, we can organise interpretation and translation services.
Increasing capacity to live an independent, quality life
We assist our participants to understand and access the supports funded in the Plan, link into appropriate providers and get choice and control over the supports to be delivered. We prepare reports as prescribed by the NDIA.
Our Service Agreements Process
- Our Intake forms capture the referral source and the needs of the participant to ensure that access to our services is based on need, available resources and in the best interests of participants.
- A Welcome Pack is provided to all people in English & Easy English; Using resources available on government websites we can assist with translated brochures to explain about our service and a client’s rights and responsibilities.
- Once service is confirmed every participant will be offered a Service Agreement. This document clearly sets out terms and agreements of the service to be delivered to the participant.
- Following this a Support Plan is developed in consultation with the participant that clearly captures the services they requested and the contract of care.
- Every participant will be provided with information, which will also include some forms that need to be signed and given back to retain as a record. Our worker will go through and explain each section.
Feedback and Complaints processes are in place to identify and capture issues that deter participants from accessing our services and to continuously improve our service delivery.
Our Commitment to quality
Continuous quality improvement:
Our commitment to offering a quality service is articulated in the Welcome Package. We offer participants & their families the opportunity to provide feedback to us using a range of methods – email, phone, online form & paper formats.
Our feedback monitoring processes state that we must (1) document all feedback received; (2) make a difference between an issue to be rectified and a compliment; (3) use this to improve our processes. Based on the action taken by our service we advise the clients and thank them for the time taken to offer a suggestion, complaint, or compliment.
If a complaint is received it is tracked via our Complaints register in preparation for reporting to the NDIS Quality and Safeguards Commission.
If an incident is registered it is managed as per our Incident Management policy, including reporting online, in our register and as part of our reporting obligations.