3.5 Transitions

Transitions

3.5

Version 6.2 June 2025

3.5 Transitions to or from a Provider Contents Preamble ............................................................................................................................. 3 3.5.1 Planned Transitions................................................................................................. 3 3.5.2 Transitional Risks .................................................................................................... 3 3.5.3 Transitional Processes ............................................................................................ 4 Procedures .......................................................................................................................... 4 Summary ............................................................................................................................. 4 Supporting Documents ........................................................................................................ 5 Policies ............................................................................................................................. 5 Forms ............................................................................................................................... 5 Information ....................................................................................................................... 5 NGO Training ................................................................................................................... 5 Legislation ........................................................................................................................ 5 NDIS Practice Standards and Quality Indicators ................................................................. 6 3.5 Transitions to or from a Provider ................................................................................ 6 Human Services Quality Standards ..................................................................................... 7 2 Service Access .............................................................................................................. 7 Delegation of Authority......................................................................................................... 7 Version Details ..................................................................................................................... 8

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Preamble BigDog Support Services Pty Ltd and Scottvale Health Club Group (BigDog) works to ensure that each client experiences a planned and coordinated transition to and from BigDog.

3.5.1 Planned Transitions BigDog ensures that a planned transition occurs when a client enters or leaves the service.

This transition is documented, communicated and effectively managed.

At any time, a person may choose to leave a service structure. This may be brought about by the completion of a designated program, relocation, dissatisfaction, independence or by other motivating factors. It is the responsibility of an assigned coordinator to assist the person to appropriately exit the service.

BigDog will assist with such things as information exchange with a new service provider, ensuring continuity of service, contact with the necessary funding bodies and advising of the exit, contact with any regulatory bodies that may need to be involved and any other necessary activities to allow for a smooth transition from the service. Under no circumstances should a client or their advocates feel any pressure to retain BigDog as a service provider but will be advised that the option will be there for the client to return in the future if resources allow.

The development of the transition plan is driven by the client’s goals, preferences, strengths and challenges. This is typically begun with an initial meeting with BigDog to identify what supports are currently in place compared with how the client would like to be supported. By understanding a client’s current support system, BigDog can commence providing supports with minimal disruptions to a client’s everyday life.

When a client chooses to exit the service, BigDog ensures that once consent is given by the client, all relevant support information is provided to the new service provider allowing for a smooth transition for all parties.

BigDog ensures that all transitions to and from the service are documented, communicated and efficiently managed to ensure continuity of service is achieved at minimal disruption to the client. These processes are regularly reviewed and feedback is sought from clients and their support networks to ensure continuous improvement.

3.5.2 Transitional Risks BigDog identifies, documents and responds to risks associated with each transition to or from the service.

BigDog understands that transitioning between service providers can be a daunting process for some clients. In order to minimise the negative impacts of a transition. BigDog identifies and responds to any potential risks that may be present.

BigDog will engage in a transitional meeting with the client and any relevant family members in order to let all parties know what is happening and when, when requested to do so. This allows BigDog and the client to get to know each other and ask any questions that they may have.

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BigDog aims to have a thorough handover period with the client’s current service provider in order to exchange all relevant information and to ensure that there is minimal disruption to a client’s daily life as possible. A smooth transition which is efficiently planned and documented will allow the client to feel at ease at a time which could potentially be rather stressful and overwhelming.

3.5.3 Transitional Processes BigDog develops, applies, reviews and communicates the processes for clients transitioning to or from the service.

BigDog ensures that processes for entering and leaving the service are compliant with all legislation, service agreements and funding agreements. Where necessary, BigDog may provide relevant information on alternative service options and referral points to clients leaving the service.

BigDog ensures that all clients entering or leaving the service are aware of the transitional processes. Information in the appropriate format is provided to the client and their family on these processes. This allows clients and their families to feel as comfortable as possible with the transition process and avoids confusion and incorrect assumptions.

BigDog keeps thorough records which document each client’s transition to and from the service to ensure that all procedures are correctly followed and are kept transparent. These processes are regularly reviewed as part of a continuous improvement system and feedback is sought from clients, families, friends and carers.

Procedures Step 1 – What your current supports look like Step 2 – Your hopes and dreams Step 3 – Your goals Step 4 – Putting it all together Step 5 – Additional information Wherever possible, complete the NDIS PATH Plan (available for an additional cost)

Summary Transition means change. In a transition a person moves from one situation to another. Most people have already been through many transitions in their life. A transition is a journey and as any seasoned traveler will confirm, the smoothest journeys often start with a good map.

The best way to create an effective transition plan is to have the help of a team and should definitely include the client and they should take an active part in the planning.

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Supporting Documents Policies 2.9 Emergency and Disaster Management 3.0 Provision of Supports 10.3 Cancellations

Forms Client Exit Interview Client Profile Kit

Information Human Services Quality Framework October 2021 Version 8 NDIS Practice Standards November 2021 Version 4 Now you’re 16 Transition Guide Now you’re 18 Transition Guide

NGO Training PATH Planning

Legislation Child Protection Reform and other Legislation Act 2022 (QLD) Disability Services Act 2006 (QLD) Disability Services and Inclusion Act 2023 (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.

3.5 Transitions to or from a Provider Each participant experiences a planned and coordinated transition to or from a provider.

To achieve this outcome, the following indicators should be demonstrated: 3.5.1 A planned transition to or from a provider is facilitated in collaboration with each participant when possible, and this is documented, communicated and effectively managed.

3.5.2 Risks associated with each transition to or from a provider are identified, documented and responded to.

3.5.3 Processes for transitioning to or from a provider are developed, applied, reviewed and communicated.

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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.

Delegation of Authority Name

Position

Details

Courtney Carroll

Director

Authorise review and implementation

Ann Paull

Company Secretary

Manage Finances

David Burrett

Operations Manager

Ensure information dissemination

Monique Paull

HR Lawyer

Ensure compliance by workers

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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

August 2017

3.0 Created an all-inclusive HSQF Policy to address each of the service standards indicators.

Included NDIS references Returned supporting procedures to supporting policies Updated Responsible Officers

January 2019

4.0 Updated to new logo and style guide

January 2020

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 Introduction of BigDog Training Portal and modules

January 2021

Details

January 2022

5.2 Change of the policy title from ‘Transitions to or from the Service Provider’ to ‘Transitions to or from a Provider’ NDIS Practice Standards November 2021 Version 4 Included 2.9 Emergency and Disaster Management Policy Included 10.3 Cancellation Policy

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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