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Access to Support

NDIS Practice Standard 3: Provision of Support #

1.0 Purpose #

iSeekSupport understands that it is important to provide our participants with the dignity of risk, so our team respects all participants’ autonomy and self-determination (or dignity) when making choices.

Our assessment process provides relevant, reliable and valid data to identify a participant’s strengths and care needs.

2.0 Scope #

Participants contribute to the assessment that is appropriate and considerate of their individual needs. The support delivery environment is designed to incorporate reasonable adjustments to ensure that the participant’s plan and environment are fit for purpose to allow the participant to have a quality of life and independence.

3.0 Policy #

The CEO or their delegates must seek eligibility information from the participant before commencing any assessment process. This information is used to determine if we can support the participant as required in their plan.

Inform the participant of their rights and how we will maintain their privacy and information. ISeekSupport will provide the participant with entry criteria and inform them of the associated costs. Easy Read documents are available to inform a participant of their right to have a voice in their support requirements.

Participants must be part of the decision-making process with their needs at the core of service delivery and planning.

iSeekSupport will be supported to understand the circumstances that supports can be withdrawn. Supports will not be withdrawn or denied solely based on the dignity of risk choice that the participant has made.

Assessments must be undertaken before the commencement of the iSeekSupport’s service. Staff are required to determine if an interpreter is needed, before the start of an assessment, to ensure that correct data is gained from the participant. The information obtained during the evaluation, such as areas of independence and identified needs, forms the basis of discussion with the participant to create their support plan.

4.0 Procedure #

4.1 Access to supports #

The CEO or their delegates will inform the participant of the eligibility criteria to access our support services and associated costs for each service. Eligibility criteria for our NDIS services require the participant to currently hold an NDIS plan that lists access to our registration groups. We will review their NDIS plan to determine if synergy exists between the plan registration groups and our registration.

The CEO or their delegates will determine if the participant requires our Easy Read documents, which outlines details on the participant’s rights, their voice in the development of their service agreement, how to make a complaint and how we will maintain their privacy. An interpreter will be provided if required by the participant.

Assessment will ensure that our organisation can supply the participant’s services in the manner required.

4.2 Reasonable adjustment #

The NDIA devises an NDIS plan to address the participant’s reasonable and necessary supports.

During the iSeekSupport’s assessment process to develop a Participant Support Plan, the CEO, or their delegates, will consult with the participant, their family, or advocate to make reasonable adjustments to the participant’s support delivery environment.

The reasonable adjustments are made to determine that the service provided is fit-for-purpose and that the change will support the participant’s health, privacy, dignity, quality of life and independence. Any modifications must be discussed and negotiated with all parties and recorded in the service agreement.

4.3 Withdrawal of services #

iSeekSupport will not withdraw or deny supports based solely on the dignity of risk made by the participant. iSeekSupport may withdraw supports if:

  • The participant fails to do what is required of them under the terms of their service agreement
  • The participant fails to comply with the policies and procedures of iSeekSupport
  • The participant fails to communicate and provide information about changes to support needs
  • Workplace health and safety considerations are ignored
  • Communication has broken down between the iSeekSupport and the participant, family or advocate
  • Payment for support or expenses has not been received as per the Service Agreement.

Under the National Disability Insurance Scheme Terms of Business for Registered Providers, withdrawal or termination of services must be no less than fourteen (14) days.

iSeekSupport will always work in the best interest of the participant to achieve a safe transition to a new provider of services (see the Transition or Exit Policy and Procedure).

Upon termination of the service agreement, by either party, iSeekSupport will take steps to ensure:

  • Cancellation of the service has been reported to the National Disability Insurance Agency
  • Services that have been provided under the terms of the service agreement have been claimed
  • Alternative support solutions are in place for the safety and wellbeing of the participant.

During the withdrawal process, iSeekSupport employee will follow the Transition and Exit Policy and Procedure requirements and ensure that:

  • Risks are reviewed to ensure the safety of the participant
  • Supports relevant to the participant are provided (such as the continuation of support services until transfer is arranged, an advocate, communicating with the new provider)
  • Clear withdrawal reasons are detailed
  • Communication strategies are developed with the new provider
  • Information is shared with the participant’s consent.

4.4 Assessment principles #

  • Assessment tools used are validated or considered ‘best practice’.
  • The assessor understands and applies the principles of flexibility, validity and relevance to the assessment process.

The assessment process promotes independence, including the following principles:

  • Determining the participant’s abilities and difficulties
  • Setting expectations to create a balance between the participant’s abilities and their need for support
  • Acknowledging the participant’s support needs and their ability to foster independence and goals in the service agreement.

4.5 Undertaking assessments #

Assessment interview time is negotiated with the participant, family and advocate. The designated staff members are to:

  • Invite the participant’s representative/advocate to be present, if required or desired
  • Identify any special needs (e.g. provision of an interpreter or information in the participant’s first language will be sourced)
  • Inform the participant of their rights, privacy, reporting mechanisms, communication methods, information management and access to their information,
  • Provide Easy Read documents, if required
  • Contact the CEO or their delegates to arrange an interpreter.

During the assessment process, the staff member will inform the participant of their rights and responsibilities regarding:

  • Collection and use of personal information
  • Privacy and confidentiality considerations
  • Opt-out options from data collection
  • Complaints and feedback process
  • Incident management process
  • Advocacy options
  • Information-sharing requirements of the organisation.

The assessment is designed to address the participant’s health, privacy, dignity, quality of life and independence needs. Information is recorded in the participant’s records for future reflection. The CEO or their delegates reviews all completed assessments.

4.6 Responsibility for assessments #

Only trained professionals can conduct the assessment of a participant. The CEO or their delegates will determine and delegate this responsibility.

Delegated staff must:

  • Review the intake form
  • Arrange for a risk assessment of individual and environment
  • Gain consent to speak to other professionals, family or carers
  • Seek input and feedback from the participant
  • Actively listen to participants and record their input
  • Work with the participant to determine goals, interests, needs and activities

4.7 Recording assessment information #

The assessment is documented in a participant’s file and the participant’s management system. The interview and write-up times must be recorded against the participant in the management system.

Record data such as Participant Intake Form, Participant Intake Checklist, Participant Information Consent Form, Individual Risk Assessment and Safe Environment Checklist

iSeekSupport Policy and Procedure – Published 09.02.2022 #

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