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NDIS Practice Standard 2: Provider Governance and
Operational Management #

1.0 Purpose #

Corporate governance is a performance driver of our company. Governance refers to the framework of rules, relationships, systems and processes by which an enterprise is directed, controlled and held to account and through which authority is exercised and maintained.

The iSeekSupport is committed to providing a high-quality service to participants and maintaining business practices that demonstrate high standards of corporate governance. The purpose of this policy is to:

  • Ensure the organisation’s business operates following legal, regulatory and company standards
  • Establish a framework for corporate governance that promotes transparency and safeguards against individual’s unethical or unlawful practice
  • Outline control measures that govern the internal and external actions of managers, staff, contractors or any person who is conducting business with iSeekSupport.

2.0 Scope #

Principal accountability and approaches to corporate governance include:

  • Fulfilling our duty to all iSeekSupport’s stakeholders, including participants, participants representatives, advocates, staff, contractors and any person conducting business with our organisation
  • Providing services of value to our participants
  • Providing meaningful employment for our staff
  • Contributing to the welfare of the community.

3.0 Company details #

Business name – iSeekSupport

Date registerer – April 2019

ABN – 24633144484

Domain name – www.iseeksupport.com.au

Licences and permits

NDIS Registered Service Provider

Products/services

  • 0136 Group/Centre Activities
  • 0131 Specialised Disability Accommodation
  • 0125 Participate Community
  • 0120 Household Tasks
  • 0117 Development-Life Skills
  • 0116 Innov Community Participation
  • 0115 Daily Tasks/Shared Living
  • 0108 Assist-Travel/Transport
  • 0107 Assist-Personal Activities
  • 0106 Assist Life Stage Transitions/Supports – ADDED Prior audit
  • 0104 Assist Personal Activities High 0101 Accommodation/Tenancy

Premises – 107/114-126 Bourke Street Woolloomooloo NSW 2011

Are these premises rented or owned? – Rented

3.2 Insurance #

Workers compensation: iCare

Public liability insurance – Bizcover pty ltd

Professional indemnity – Bizcover pty ltd

3.3 Business focus

3.3.1 Commitment to quality #

iSeekSupport is committed to providing high-quality services to its participants in a supportive environment in line with National Disability Insurance Service requirements.

iSeekSupport will use information from the management of continuous improvement, complaints and feedback, incidents, work health and safety, information feedback and risk management to adjust our policies and practices so that we meet participant and community requirements.

iSeekSupport will seek feedback from participants and the community to ensure that we are meeting their requirements and to provide high quality, responsive service. Information and feedback gained through surveys and consultation with the community and stakeholders will be collated and forwarded to management to review and make recommendations about any adjustments to policies and practices as required. Managerial meetings will document discussions and outcomes, and this data will be fed back into our continuous improvement cycle.

3.3.2 Target group #

There are two (2) target groups within the community in which we work:

  • Participants: Individuals with special needs who require support.
  • Service providers: Disability services organisations that seek support for their participants.
3.3.3 Services provided #

iSeekSupport provides the following support services for participants with a disability:

  • 0136 Group/Centre Activities
  • 0131 Specialised Disability Accommodation
  • 0125 Participate Community
  • 0120 Household Tasks
  • 0117 Development-Life Skills
  • 0116 Innov Community Participation
  • 0115 Daily Tasks/Shared Living
  • 0108 Assist-Travel/Transport
  • 0107 Assist-Personal Activities
  • 0106 Assist Life Stage Transitions/Supports – ADDED Prior audit
  • 0104 Assist Personal Activities High 0101 Accommodation/Tenancy

3.4 Management and reporting structure #

All reporting is based on the management structure as outlined in the organisation chart

3.5 Key personnel #

Key Personnel refers to individuals who hold management, key executive or operational positions in an organisation, such as directors, managers, board members, chief executive officer or chairperson. You must disclose the requested information for all key personnel. The NDIS Commission considers and decides on the suitability of key personnel. Management will provide the following information to NDIS Commission as required during the audit process. This information may include information related to:

  • A banning order has ever been in force
  • Conviction of an indictable offence against a law of the Commonwealth or a State or Territory
  • Insolvency under administration (is or has been)
  • Being the subject of adverse findings or enforcement action by a Department of, or an authority or other body established for a public purpose by, the Commonwealth, a State or a Territory, including one with responsibilities relating to the quality or regulation of services provided to people with disability, older people and children
  • Being the subject of adverse findings or enforcement action following an investigation by any of the following:

(i) the Australian Securities and Investment Commission;

(ii) the Australian Charities and Not-for-profits Commission;

(iii) the Australian Competition and Consumer Commission;

(iv) the Australian Prudential Regulation Authority;

(v) the Australian Crime Commission;

(vi) AUSTRAC;

(vii) a body of a State or Territory that is equivalent to a body mentioned in any of subparagraphs (i) to (vi);

(viii) a work health and safety authority of a State or Territory

  • Being the subject of any findings or judgment about fraud, misrepresentation or dishonesty in any administrative, civil or criminal proceedings, or is currently party to any proceedings that may result in the member being the subject of such findings or judgment
  • Being disqualified from managing corporations under Part 2D.6 of the Corporations Act 2001

The following staff are employed/contracted by our organisation:

We also engage specialist consultants and contractors to support business functions and assist with a range of participant support services.

Knowledge, skills and experiences of all partners and key personnel, who influence the company, are reviewed to ascertain if additional training is required to address any identified gaps.

3.6 Performance planning and review #

The planning and review process are included in the Human Resource Management Policy and Procedure. ISeekSupport will monitor and review the performance of employees on an annual basis to:

  • Determine staff member performance matches the current role description
  • Evaluate if the staff member’s performance is meeting the needs of the participants
  • Establish additional training to meet changes in contemporary practices
  • Provide support to staff to meet the required level of supports
  • Match skills and knowledge to the target audience.
3.6.1 Business planning and review #

3.7 Conflict of interest #

All key personnel and staff must inform iSeekSupport’s management regarding any situation in which they will derive personal benefit from actions or decisions made in their official capacity. The person concerned must complete a Conflict of Interest Declaration.

4.0 Procedure #

4.1 Corporate governance principles #

iSeekSupport will be governed to ensure the best interests of all stakeholders and to remain viable and productive. Our corporate governance principles include, but are not limited to, the following:

  • Services are regularly monitored, reviewed and improved
  • Risk management reviews are conducted regularly
  • Implement policies, procedures and systems for effective health and risk management so that workers know their roles and responsibilities, look out for their safety, and balance dignity of risk with the duty of care when supporting participants.
  • Continuous improvement strategies are undertaken and implemented
  • Implementation of necessary reviews and audits of all systems, policies and procedures
  • Planning processes incorporate community engagement
  • Supporting and modelling a culture that promotes the principles of NDIS – upholding rights, celebrating diversity and respecting the voice of those with lived experience
  • Effective management of human resource requirements, so all services meet the requirements of the participant and community
  • Additional training and supervision will be provided to our workers, as needed
  • Set clear expectations of what best practice looks like, provide access to support and coaching, and develop worker awareness and capabilities to deliver quality supports and services
  • Contractual obligations are always to be met
  • Effective organisational emergency and disaster planning effective management and implementation of appropriate financial and funding arrangements.

4.2 Financial management #

The iSeekSupport will undertake all requirements linked to NDIS contractual arrangements and other business practices. Financial management is one of your main avenues to judge our success in making a profit and managing our funds. The information provides the tools to plan for overall business growth, diversify your services, or reach new markets. It assists in decision-making to expand or reduce our products, services, and markets. Effective financial management allows us to chart your course into the future, adjust your direction when needed, and help you find your way through challenging times.

An Asset Register will be maintained with a list of all current assets, allowing for additional purchases as required. Building and property will be reviewed to ensure that premises meet the current requirements of our business. If additional sites are required, then an analysis of costing will be undertaken.

4.2.1 Business financial management – roles and tasks #
  • Financial roles and responsibilities are determined by ISeekSupport.
  • An accountant will be used to complete the required financial compliance and obligations.
  • Financial decisions are the responsibility of ISeekSupport.
4.2.2 Business financial management practices #

The following practices apply to financial management, including recording business earnings and documentation of the company as a legitimate enterprise with a clear revenue stream and records of deductible business expenses.

Documentation and organisation of information regarding company transactions will be used to facilitate financial management for tax purposes.

4.2.2.1 Bank accounts

All bank accounts are maintained, and separate bank accounts are always used for business and private purposes.

For monies withdrawn from any bank account, whether by EFT or other online payment method, approvals are required by the manager to authorise each payment.

Each payment made must be supported by invoice, receipt or other appropriate documentation, and the authorisations must be attached to this documentation before payment.

Any variations to banking arrangements can be made or varied by the manager who will delegate the responsibility for updating the financial system or bank account register with the new information.

4.2.2.2 Credit cards

The business credit card can only be used for travel, authorised entertainment and purchases of small value expenses or equipment up to the value of $500.

No cash advances are to be taken using the business credit card unless authorised by the manager.

Where a business credit card is lost or stolen, then the owner of this card is to notify the manager who is responsible for notifying the issuing agency and ensuring the card is cancelled.

The use of the business credit card is not to be used for personal expenses.

All holders of business credit cards are required to attach all receipts for payments made on the credit card. Upon completion and authorisation of the monthly expense statement, these documents are to be forwarded to the manager for payment of the credit card statement.

All business credit cards are to be returned to the business when the person is requested to by the manager or where they cease employment with the business.

4.2.2.3 Budget

iSeekSupport develops an annual budget with the support of a financial adviser. Our budget is a list of expenses organised in categories and will assist us to:

  • Track all business expenses
  • Plan for the future
  • Economise as required
  • Plan for expansion
  • Make a profit

The budget will include:

  • Time frames
  • Fixed costs – salaries, rent, insurances and any other known costs
  • Variable costs – utilities, cost of materials, staff wages
  • Income – over the budget period.

4.2.2.4 Books of accounts

iSeekSupport is responsible for maintaining accounts, assisting the financial adviser in the preparation of the annual budget and preparing monthly, quarterly and annual financial reports. Bookkeeping is a critical component of financial management, assisting us to better business decisions regarding financing, funding and taxes.

Accounts are reconciled monthly. Allowing iSeekSupport to track services provided, manage cash flow, run profit and loss and make future projections (e.g. the number of services, staff increases, the timing of expenses, buying inventory).

Financial queries regarding participant fees are handled by the manager delegate. ISeekSupport or their delegate is responsible for processing all receipts and payments and forwarding information to participants and relevant others. This delegate must check all information before providing relevant financial data, and staff providing services must never be informed of the financial status of a participant.

4.2.2.5 Issuing petty cash

Petty cash is approved by the manager. Each payment made must be supported by invoice, receipt or other appropriate documentation. The authorisations must be attached to this documentation before payment before any cash is taken from the petty cash float. Only up to $50 can be disbursed at any one time.

Once the petty cash is spent, a receipt or invoice should be attached to the voucher and returned to petty cash with any balance of money unspent.

Petty cash float is to be reconciled with a delegated staff member.

4.2.2.6 Income

Business income is any income realised as a result of iSeekSupport operations. In its simplest form, our net profit or loss, calculated as its revenue from all sources minus the costs of doing business. All monies received are receipted and recorded in the electronic financial system and recorded in our profit and loss to management review and analysed against our budget.

All money received is deposited in our bank account. Unallocated direct deposits of more than one week will be investigated fully to determine the source of deposit. The source cannot be identified; the deposit will be allocated to a separate bank account until the source is recovered.

Income is matched against invoices to determine when payments have been received and when additional actions are required. Payments are usually made directly into our bank account unless other arrangements have been confirmed.

4.2.2.7 Payments

All payments (except petty cash) are made by electronic transfer. Payments must be accompanied by an invoice and matched against services or equipment received before authorisation. All payments must be recorded in the profit and loss information and managed against the budget. Payments are authorised by the manager.

Management meetings must review payments, income, profit and loss, budget and other financial management issues.

4.2.2.8 Recurrent payments

Recurrent payments, wherever possible, are made electronically. All recurring payments must be approved by the manager who will delegate the arrangement for the payment to be authorised by the bank.

The manager or their delegate is responsible for carrying out the following duties regarding payment stop on a payment:

  • Ensuring the payment has not already been made
  • Getting authorisation to activate the stop payment using appropriate forms from the bank
  • Ensuring the bank receives the notification of the stop payment notice
  • Receiving confirmation of action from the bank of the stop payment
  • Ensuring the details of the stop payment are kept.

4.2.2.9 Supplier accounts

When purchases are charged to the accounts of established suppliers, the account will be paid in full, upon receipt of the statement or invoice, within the required terms of payment. The information must be recorded and used to inform Management Meetings about the current status of the debt and payments of these accounts. Information should be reviewed against the budget, cash flow and payments.

4.2.2.10 Asset register

The Asset Register records all the fixed assets of a business. Fixed assets refer to assets that a business regularly uses to produce its income, and unlike assets like inventory, these assets are not considered products to be sold. The register allows our organisation to quickly retrieve information on an asset, including its description, purchase date, location, purchase price, current price, and location.

The register will show the quantity and value of office equipment, motor vehicles, furniture, computers, communications systems and equipment.

4.2.2.11 Reconciliations and ATO reports

The following reconciliations and Australian Taxation Office (ATO) reports are completed at the end of each month:

  • Bank accounts are reconciled against bank statements.
  • The Instalment Activity Statement is completed and forwarded to the ATO.

The following reconciliations and ATO reports are completed at the end of each quarter:

  • The Business Activity Statement (BAS) is completed and forwarded to the ATO.
  • Superannuation Guarantee contributions are reconciled, and payments are made.

The following reconciliations and ATO reports are completed at the end of each year:

  • Books of accounts are balanced and closed off.
  • Wages are reconciled, and Payment Summaries are completed and forwarded to the employee and the ATO.
  • Audit reports are prepared.

4.2.2.12 Audit

Annual acquittal statements and audited financial reports will be forwarded, as per contractual requirements, to the relevant government bodies. An annual audit is undertaken each year by a qualified external auditor. Feedback from the audit is provided to management meetings to review budgets and financial management.

4.2.2.13 Participant – payments and pricing (NDIS)

  • iSeekSupport must adhere to the NDIS Price Guide or any other agency pricing arrangements and guidelines as in force from time to time.
  • iSeekSupport must declare relevant prices, any notice periods or cancellation terms to participants before delivering a service. Participants are not bound to engage the services of ISeekSupport once our prices have been disclosed.
  • iSeekSupport can make a payment request once that support is delivered or provided.
  • No other charges can be added to the support cost, including credit card surcharges or any additional fees, including any ‘gap’ fees, late payment fees or cancellation fees. These requirements apply to all ISeekSupport participants whether the participant self-manages their funds or a plan manager or the agency manages it.
  • A claim for payment is to be submitted within a reasonable time and no later than sixty (60) days from the end of the service booking to the participant or the NDIS.
  • iSeekSupport will not charge cancellation fees except when provided explicitly in the NDIS Price Guide.
  • iSeekSupport and participants (except for those that are self-managing) cannot contract out of the Price Guide.
  • Where there are any inconsistencies between the Service Agreement and the NDIS Price Guide, the NDIS Price Guide prevails.
  • As required, ISeekSupport will obtain a quote for services which the participant is required to approve before the commencement of the service.

4.3 Monitoring, evaluation and reporting #

iSeekSupport exhibits a continuous improvement culture to facilitate the development of its services and processes; we seek stakeholder input and review immediately upon receipt.

All iSeekSupport’s policies are reviewed annually and consider the input from all stakeholders. Policy reviews also consider any changes in legislation and the results attained through monitoring and evaluation practices.

4.4 Strategic plan #

The planning process involves:

4.5 Risk management #

iSeekSupport will review risks and ensure that they are either eliminated or reduced. Possible potential risks are identified below:

4.6 Marketing #

4.6.1 Target markets

  • Participants.
  • Individuals.
  • Legal guardians.
  • Plan managers.
  • Small organisations who are seeking reliable support for their participant/s.
4.6.2 Marketing strategy #
  • Raise brand awareness through the use of social media and websites
  • Actively communicate with participants and community members
  • Provide clear communication and messages
  • Inform participants and community of our brand, mission and goals – focus on our Point of Difference
  • Promote our services and products by focusing on the quality of our services
  • Develop high-quality services, staff and products, then promote these via media
  • Provide an environment where staff wish to work – using staff retention as a selling point
  • Contact local networks and communities to provide information about the services we provide.
  • Work with the community and other coordinating participant services; advise details of services provided and associated fees.
  • Incorporate community languages into all marketing collateral and on our website.
  • Provide a single point of contact for enquiries (someone who can provide clear, relevant and accurate information)
  • Provide documents that demonstrate quality.

iSeekSupport Policy and Procedure – Published 09.02.2022 #

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