- 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.