3.1 Access to Supports

Access to Supports

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3.1 Access to Supports Contents Preamble ............................................................................................................................. 3 3.1.1 Communicating Information .................................................................................... 3 3.1.2 Reasonable adjustments ......................................................................................... 4 3.1.3 Withdrawal of Supports ........................................................................................... 4 Procedures .......................................................................................................................... 5 Reasonable and necessary supports ............................................................................... 5 Summary ............................................................................................................................. 6 Barriers to participation .................................................................................................... 6 Understanding experiences.............................................................................................. 7 Accommodation ............................................................................................................... 7 Supporting Documents ........................................................................................................ 8 Policies ............................................................................................................................. 8 Forms ............................................................................................................................... 8 Information ....................................................................................................................... 8 NGO Training ................................................................................................................... 8 Legislation ........................................................................................................................ 8 NDIS Practice Standards and Quality Indicators ................................................................. 9 3.1 Access to Supports .................................................................................................... 9 Human Services Quality Standards ................................................................................... 10 2 Service Access ............................................................................................................ 10 3 Responding to Individual Need ................................................................................... 10 Delegation of Authority....................................................................................................... 11 Version Details ................................................................................................................... 11

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Preamble BigDog Support Services Pty Ltd and Scottvale Health Club Group (BigDog) works to ensure each client has access to the most appropriate supports that meets their needs by clearly communicating support information to clients, monitoring and adjusting support delivery where necessary and supporting clients to understand under what circumstances supports can be withdrawn.

3.1.1 Communicating Information BigDog clearly defines and documents the available supports and any access/entry criteria including any associated costs. This information is communicated to each client using the language, mode of communication and terms that the client is most likely to understand.

BigDog recognises that in order for a client to have choice and control over their supports, they must be informed of all aspects of the support delivery.

In order for this to happen, BigDog: Takes reasonable steps to educate and support workers to communicate in a form, language and manner that is accessible and appropriate for the client. Workers are able to use a range of communication tools to communicate with the people they support, using assistive technology and alternative forms of communication, such as email, text messages or symbols.

Confirms that the client and their families, carers or advocates (where relevant) understands what has been explained and is aware of potential benefits and risks associated with any part of a proposed plan for the delivery of supports and services.

Responds to the will, preferences and concerns of the person with disability in relation to their supports and services and addressing requests or complaints where necessary.

Where possible, provides consistent workers, so that they can build a good understanding of individual communication preferences and needs, particularly where an individual has complex communication needs.

BigDog works with clients to establish a written agreement, in the client’s preferred form of communication, about the expected outcomes and the nature, quality and price of supports to be provided, and any agreed terms and conditions. All supports are delivered in accordance with this agreement and each client is provided with access to the details of the services delivered as well as the amounts charged for these services.

BigDog ensures all service agreements are consistent with the NDIS’s pricing arrangements, guidelines and the requirements of the New Tax System (Goods and Services Tax Act 1999) regarding the application of the goods and services tax.

BigDog has a range of strategies to ensure communication and decision-making by the individual is respected and reflected in goals set by the person using services and in plans to achieve service delivery outcomes. This includes the use of augmented and alternative communication methods as needed.

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3.1.2 Reasonable adjustments BigDog ensures that reasonable adjustments to the support delivery environment are made and monitored to ensure the supports are fit for purpose and each client’s health, privacy, dignity, quality of life and independence are supported.

BigDog ensures that access to services and supports is fair and equal and transparent so that individuals are supported when services are not available and barriers to access are identified and removed.

BigDog has regular reviews of service plans in order to evaluate whether each client’s goals are being met by their supports and if not, make the necessary changes. BigDog invites client’s and where appropriate, family, friends and advocates to partake in the reviews.

Support workers are approached to provide their feedback on the client’s support needs, how they are being met and any suggestions that may be relevant to improve the client’s support.

This process is aimed to adapt to any changes in a client’s circumstances as well as ensuring that support needs are being met keeping in mind the client’s strengths, needs and life goals. It also gives the client an opportunity to give feedback on any changes they may require to their supports.

BigDog keeps adequate records of these client reviews to ensure that any recommended changes are implemented and document any achievements made by the clients. This process assists in keeping client plans up to date so that they remain relevant and responsive.

3.1.3 Withdrawal of Supports BigDog supports each client to understand under what circumstances supports can be withdrawn. BigDog does not withdraw access to supports required by the client solely on the basis of a dignity of risk choice that has been made by the client.

When entering into a service agreement with a client, BigDog explains all the terms and conditions contained in the agreement to the client to ensure that the client is aware of what is required of them, what they can expect from BigDog and on what basis supports may be withdrawn.

BigDog may choose to cancel a service agreement if: The Client and/or their Nominee fails to do what is required of them under the terms of their Individual Service Agreement; The Client and/or their Nominee fails to comply with BigDog’s policies and procedures; The Client and/or their Nominee fails to communicate and provide information pertaining to changes to support needs; Workplace Health and Safety considerations are ignored; Communication has broken down between the Parties and/or; Payment for support and/or expenses has not been received as per the Individual Service Agreement.

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Under the National Disability Insurance Scheme Terms of Business for Registered Providers, withdrawal or termination of services must be no less than 14 days. BigDog has adopted a minimum notice period of 28 days to allow a client to achieve a safe transition to a new service provider.

Upon termination of the Service Agreement by either party, BigDog will take steps to ensure: The cancellation of service has been reported to the NDIA; All support that has been provided under the terms of the Service Agreement have been claimed and; The client has alternative support solutions in place for their own safety and wellbeing.

BigDog supports the right for every client to make decisions, including the decision to take some risk in life. BigDog will not withdraw access to supports for a client purely on the basis of a dignity of risk choice that has been made by the client.

Procedures Reasonable and necessary supports The NDIS funds a range of supports and services which may include education, employment, social participation, independence, living arrangements and health and wellbeing.

In order to be considered reasonable and necessary, a support or service: Must be related to a client’s disability.

Must not include day-to-day living costs not related to your disability support needs, such as groceries.

Should represent value for money.

Must be likely to be effective and work for the client, and Should take into account support given to you by other government services, your family, carers, networks and the community.

A client's reasonable and necessary supports take into account any informal supports already available to the individual (informal arrangements that are part of family life or natural connections with friends and community services) as well as other formal supports, such as health and education.

These supports will help clients to: Pursue their goals, objectives and aspirations.

Increase their independence.

Increase community and workplace participation, and Develop their capacity to actively take part in the community.

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Summary

To be eligible to receive individualised supports under the NDIS a person must meet certain access requirements. These include that the person must: Live in an area where the NDIS is available.

Meet the residency requirements (be an Australian citizen, permanent resident or Protected Special Category Visa holder).

Meet the disability or early intervention requirements and Be under 65 years of age when the access request is made.

Requests for access to NDIS individualised supports are made to the NDIA. Those found eligible are known as NDIS ‘participants’ and usually remain eligible for life.

Supports and services delivered for NDIS participants should help people with disability have the same things in life as other people, like somewhere to live, a job, hobbies and the company of families and friends.

Participants choose and pay for supports and services out of an individually allocated budget based on their goals.

Supports and services for participants fall into three categories: core, capital and capacity building.

Core: A support that helps a participant complete daily living activities.

Capital: A support for an investment, such as assistive technologies, equipment and home or vehicle modifications, or funding for capital costs (e.g. to pay for Specialist Disability Accommodation).

Capacity building: A support that helps a participant build their independence and skills.

BigDog is a fair, transparent and non-discriminatory non-disability specific service. Services are available to any person whose disability is attributed to intellectual, psychiatric, cognitive neurological, sensory or physical impairments or a combination of impairments and are prioritised and responded to in a timely manner.

Barriers to participation Some of the barriers faced by people with a disability may be structural, linguistic, cultural and historical. Language barriers can limit the understanding some people with a disability have of what services are available and how they can access them, and many services provided are not well equipped to be sensitive to different cultures. Physical access to services can also be a challenge, particularly for Indigenous communities in remote and rural areas of Queensland.

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Understanding experiences The experiences of Indigenous people with a disability and those from culturally and linguistically diverse backgrounds will often differ from that of other Australians.

Some immigrants have experiences of torture and trauma that relate to their disability, and their previous interactions with governments and service providers may not have been positive. Negative experiences such as the historical legacy of the protection era and mistrust of government institutions may also affect Aboriginal and Torres Strait Islander peoples’ willingness to use services. Making an effort to learn about these experiences and appreciating cultural differences is a first step to understanding and including individuals.

Traditional support structures, such as extended families or a family member who is able to act as a carer may be unavailable to new immigrants and some Aboriginal and Torres Strait Islander peoples, particularly those who are from ‘the Stolen Generation’.

The stigma of disability within some culturally and linguistically diverse communities may also be a barrier. Some Aboriginal and Torres Strait Islander communities in Australia do not have a word for disability and the way in which Indigenous people with a disability are part of their local community may differ to that of the wider community. While this can often create more inclusive environments, it can also mean that many service providers are not aware of the ways in which people with a disability are part of their communities.

Understanding the cultural context and background of Queenslanders with a disability is critical to addressing their needs and to building inclusive communities.

Respect, understanding, and a flexible approach to communication can assist in overcoming many of these barriers to participation for people with a disability.

Accommodation BigDog will always respect the fundamental rights of clients to live within their communities of choice and the accommodation that is the most appropriate for their needs, lifestyles and resources. BigDog recognises the right of clients to choose to live in accommodation that may not be deemed as average by the community at large, but is reflective of their individual cultural, ethnic or religious affiliations. BigDog will respect the rights of all stakeholders when developing accommodation options to meet the needs of those individuals supported.

BigDog will meet the legislative requirements of the state or territory where accommodation is provided by BigDog. Accommodation is not and should not be considered as core business of BigDog but will be an adjunct to the support services offered. It is the philosophy of BigDog to assist individuals to work toward the most independent accommodation type possible to meet their individual needs.

It will be the responsibility of the Directors to develop a range of support options and accommodation appropriate to Client needs. This will be by way of consultation, assessment and presentation of a variety of options.

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Supporting Documents Policies 3.0 Provision of Supports 3.3 Service Agreements 10.2 Travel and Transport 10.3 Cancellations 10.5 Short Term Accommodation 10.6 Supported Independent Living

Forms Dignity of Risk Consent Form Goal Support Plan Goal Review Service Agreement

Information Code of Practice Human Services Quality Framework October 2021 Version 8 NDIS Practice Alerts NDIS Practice Standards November 2021 Version 4 NDIS Pricing Arrangements and Price Limits Service Information

NGO Training Comprehensive Health Assessments Teamwork

Legislation Child Protection Reform and other Legislation Act 2022 (QLD) Disability Services Act 2006 (QLD) Disability Services and Inclusion Act 2023 (Cwth) Goods and Services Tax Act 1999 (Cwth) National Disability Insurance Scheme Act 2013 (Cwth) NDIS (Provider Registration and Practice Standards) Amendment Rules 2021

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NDIS Practice Standards and Quality Indicators BigDog Support Services Pty Ltd (BigDog) is a registered NDIS provider and is required to apply the scheme’s practice standard and quality indicators.

The standards have been developed to create an important benchmark to assess provider performance and ensure that high quality and safe supports and services are provided to NDIS participants.

The four core modules are: 1.0 Rights and Responsibilities; 2.0 Governance and Operational Management; 3.0 The Provision of Supports; and 4.0 The Support Provision Environment.

The supplementary modules cover: 5.0 Specialist Support 5.1 High intensity daily personal activities.

5.3 Implementing behaviour support plans.

3.1 Access to Supports Each participant accesses the most appropriate supports that meet their needs, goals and preferences.

3.1.1 The supports available, and any access / entry criteria (including any associated costs) are clearly defined and documented. This information is communicated to each participant using the language, mode of communication and terms that the participant is most likely to understand.

3.1.2 Reasonable adjustments to the support delivery environment are made and monitored to ensure it is fit for purpose and each participant’s health, privacy, dignity, quality of life and independence is supported.

3.1.3 Each participant is supported to understand under what circumstances supports can be withdrawn. Access to supports required by the participant will not be withdrawn or denied solely on the basis of a dignity of risk choice that has been made by the participant.

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Human Services Quality Standards The Human Services Quality Standards set a benchmark for the quality of service provision.

Each Standard is supported by a set of performance indicators which outline what an organisation is required to demonstrate to meet that standard.

2 Service Access Sound eligibility, entry and exit processes facilitate access to services on the basis of relative need and available resources.

2.1 Where BigDog has responsibility for eligibility, entry and exit processes, these are consistently applied based on relative need, available resources and the purpose of the service.

2.2 BigDog has processes to communicate, interact effectively and respond to the individual’s decision to access and/or exit services.

2.3 Where BigDog is unable to provide services to a person due to ineligibility or lack of capacity, there are processes in place to refer the person to an appropriate alternative service.

3 Responding to Individual Need 3.1 BigDog uses flexible and inclusive methods to identify the individual strengths, goals and aspirations of people using services.

3.2 BigDog formulates service delivery that respects and values the individual (e.g. identity, gender, sexuality, culture, age and religious beliefs).

3.3 BigDog ensures that services to the individual/s are delivered, monitored, reviewed and reassessed in a timely manner.

3.5 BigDog has a range of strategies to ensure communication and decision-making by the individual is respected and reflected in goals set by the person using services and in plans to achieve service delivery outcomes.

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Delegation of Authority Name

Position

Details

Courtney Carroll

Director

Authorise review and implementation

Ann Paull

Company Secretary

Peter McGrath

Operations Manager

Ensure information dissemination

Monique Paull

HR Lawyer

Ensure compliance by workers

Version Details This policy will be reviewed every twelve (12) months unless circumstances deem it necessary to review earlier. The review process will involve an analysis of the usefulness of the policy and to note any changes which are required to improve the policy.

If minor changes are made in wording or to clarify the intent, the version number will indicate this by adding a ‘point’ i.e. Version 1.0 indicates the original version and 1.1 with the first round of minor changes made. A significant change or intent of the policy will be indicated by a whole new number i.e. Version 2.0.

The following rules also apply in interpreting this policy: • Headings are for convenience only and do not affect interpretation.

• A singular word includes the plural and vice versa.

• A word that suggests one gender includes the other genders.

Date

V

July 2009

1.0 Service Access and Exit Policy

August 2010

1.1 Included 1.04 Group Home Support Policy

March 2011

1.2 Updated to BigDog from BDS

March 2012

1.3 Page header new logo and page of pages

February 2013

1.4 Ratified by Community Committee

October 2013

2.0 HSQF Standards replace Service Standard Indicators Training sub-heading added to Supporting Documents

February 2015

2.1 Updated term ‘Client’ to NDIS term ‘Participant’

July 2016

2.2 Added additional housing options Changed from a policy to procedure Deleted ‘budget policy’ Added information in regard to methodology, referrals and exiting the service

January 2017

3.0 Included policy statements from existing policies Added more information in the preamble relating to the HSQF

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Date August 2017 January 2019 January 2020

January 2021

V

Details

Changed the policy to a procedure 3.1 Included NDIS references Updated responsible officers 4.0 Updated to new logo and style guide 5.0 Removed HSQF Standards Indicators and Policy matched with NDIS Practice Standards and Quality Indicators Front cover updated to Standards colour identification Supporting Policies updated 5.1 Updated Responsible Officers details Changed ‘the director’ to ‘the directors’ Introduction of BigDog Training Portal and modules

January 2022

5.2 Included Dignity of Risk Consent Form and assessment tool Updated responsible officers, training and practice alerts NDIS Practice Standards November 2021 Version 4

January 2023

6.0 Included Human Services Quality Standards and Child Protection Act and the term “Participant” is returned to “Client” to allow for policies to cover NDIS and Child Safety.

January 2024

6.1 Disability Services Act 1986 replaced with Disability Services and Inclusion Act 2023 and policy review process included.

June 2025

6.2 Scottvale Health Club included in policy Steven Paull has retired, responsible officers updated

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