Service Provision Policy
Next Challenge service provision reflects the philosophy of the community service organisation and its employees, and the need to meet requirements of key partner organisations. Service provision standards are monitored to ensure they meet requirements inclusive of but not limited to: the National Disability Service Standards; Department of Health Standards and Department of Education Standards.
Next Challenge collaborates with other service providers in planning service delivery to clearly establish roles and responsibilities where there is more than one service provider involved. Next Challenge has systems in place to identify the relevant stakeholders engaged with the clients accessing their services, such as on initial referral by the Support Team, and on initial assessment by the therapist(s).
In accordance with the Codes governing the registration bodies to which our therapists belong, Next Challenge will only offer services to clients who they feel they can offer the best possible service. We will inform you if we feel that we do not have the skills and/or equipment required to meet your child's needs. We will endeavour to support families to access an alternative service provider or community agency when we are unable to fulfil a family’s needs.
Next Challenge has no specific eligibility criteria for access to services however as a private organisation requires a funding allocation to be able to provide services to a client. The funding body may be personal (with or without private health insurance support) or external. In each case the service provision by Next Challenge is provided under the financial restrictions and funding rules of the relevant funding body.
If our staff are unavailable for new clients, Next Challenge stores referral information for new clients on a waitlist. Families are given a rough estimate of the length of time they may wait when this is possible, but are informed that as each plan is tailored to their needs, the waiting time is variable. The wait list is managed by a number of factors that together, lead to a decision as to the next client that will be seen from the waitlist. These include but are not limited to:
Next Challenge provides Speech Pathology, Occupational Therapy, Speech Pathology, Psychology, Allied Health Assistant and Support Co-ordination. For NDIS registered Therapy and Support Coordination, these services operate separately, allowing us to provide an unbiased and holistic approach.
Service initiation
All families accessing services through DSC, HCWA, NDIS or Better Start funding commence with a ‘Navigation’ or an Initial Service Coordination appointment at Next Challenge (including when they transition from private to funded services). These initial meetings allow for education to the families about the types of services, policies, assessment and philosophies available at Next Challenge. This also allows the family to discuss their concerns and goals for their child. The family is under no obligation at this time to continue services with Next Challenge. If a family choose to continue services at Next Challenge, the Navigator or Support Coordinator remains their central contact point for general service issues and queries, prompted by 12 monthly review appointments.
For all client and funding types, assessment and review reports are available on request, with costs relevant to the funding type being used. Next Challenge staff will complete and send reports to families within 2 weeks of the completion of the relevant tasks required for the appointment (note this can take a number of sessions in some cases). Alternate report formats are available (i.e. short vs. details reports and in other formats as requested) on the family’s request, in negotiation with the NC staff member. Next Challenge will always endeavour to communicate assessment results and/or progress with all parties involved in your child’s care, using the details and consent outlined on the Next Challenge consent form. Families are encouraged to inform Next Challenge staff at any time if they would like reports to be withheld from certain parties that they have originally consented for communication with.
Service exit
Families are able to exercise their right for choice and control by exiting Next Challenge services at any time. When a family communicates that they would like to cease services at Next Challenge (through written or verbal means), the child’s progress notes are updated to reflect this and for all therapists to remain informed. Once this has occurred, the child’s file is archived but can be retrieved at any time. Families will be informed when exiting a service is not immediate and when charges may apply i.e. there are handover reports / discussions and administrative processes that need to take place. Next Challenge will always collaborate with new service providers where relevant, and provide additional support options where families choose to exit all services.
Rights of Families
Clients and their families have the right to feel safe and able to exercise their choice and control when using services provided by Next Challenge.
Next Challenge works with individuals and families, friends and carers to promote opportunities for meaningful participation and active inclusion in society.
Date of Policy: December 2013
Date review completed: January 2020
Due for review: January 2021
Next Challenge collaborates with other service providers in planning service delivery to clearly establish roles and responsibilities where there is more than one service provider involved. Next Challenge has systems in place to identify the relevant stakeholders engaged with the clients accessing their services, such as on initial referral by the Support Team, and on initial assessment by the therapist(s).
In accordance with the Codes governing the registration bodies to which our therapists belong, Next Challenge will only offer services to clients who they feel they can offer the best possible service. We will inform you if we feel that we do not have the skills and/or equipment required to meet your child's needs. We will endeavour to support families to access an alternative service provider or community agency when we are unable to fulfil a family’s needs.
Next Challenge has no specific eligibility criteria for access to services however as a private organisation requires a funding allocation to be able to provide services to a client. The funding body may be personal (with or without private health insurance support) or external. In each case the service provision by Next Challenge is provided under the financial restrictions and funding rules of the relevant funding body.
If our staff are unavailable for new clients, Next Challenge stores referral information for new clients on a waitlist. Families are given a rough estimate of the length of time they may wait when this is possible, but are informed that as each plan is tailored to their needs, the waiting time is variable. The wait list is managed by a number of factors that together, lead to a decision as to the next client that will be seen from the waitlist. These include but are not limited to:
- the time since the referral,
- the family and staff members availability for services (e.g. days and times, clinic or community visits),
- the expertise of the staff (s) available for support,
- the needs of the child and family,
- the family’s previous /current relationship with Next Challenge (e.g. sibling of a current client, returning previous client)
Next Challenge provides Speech Pathology, Occupational Therapy, Speech Pathology, Psychology, Allied Health Assistant and Support Co-ordination. For NDIS registered Therapy and Support Coordination, these services operate separately, allowing us to provide an unbiased and holistic approach.
Service initiation
All families accessing services through DSC, HCWA, NDIS or Better Start funding commence with a ‘Navigation’ or an Initial Service Coordination appointment at Next Challenge (including when they transition from private to funded services). These initial meetings allow for education to the families about the types of services, policies, assessment and philosophies available at Next Challenge. This also allows the family to discuss their concerns and goals for their child. The family is under no obligation at this time to continue services with Next Challenge. If a family choose to continue services at Next Challenge, the Navigator or Support Coordinator remains their central contact point for general service issues and queries, prompted by 12 monthly review appointments.
For all client and funding types, assessment and review reports are available on request, with costs relevant to the funding type being used. Next Challenge staff will complete and send reports to families within 2 weeks of the completion of the relevant tasks required for the appointment (note this can take a number of sessions in some cases). Alternate report formats are available (i.e. short vs. details reports and in other formats as requested) on the family’s request, in negotiation with the NC staff member. Next Challenge will always endeavour to communicate assessment results and/or progress with all parties involved in your child’s care, using the details and consent outlined on the Next Challenge consent form. Families are encouraged to inform Next Challenge staff at any time if they would like reports to be withheld from certain parties that they have originally consented for communication with.
Service exit
Families are able to exercise their right for choice and control by exiting Next Challenge services at any time. When a family communicates that they would like to cease services at Next Challenge (through written or verbal means), the child’s progress notes are updated to reflect this and for all therapists to remain informed. Once this has occurred, the child’s file is archived but can be retrieved at any time. Families will be informed when exiting a service is not immediate and when charges may apply i.e. there are handover reports / discussions and administrative processes that need to take place. Next Challenge will always collaborate with new service providers where relevant, and provide additional support options where families choose to exit all services.
Rights of Families
Clients and their families have the right to feel safe and able to exercise their choice and control when using services provided by Next Challenge.
- Next Challenge will treat individuals with dignity and respect.
- Next Challenge will recognise and promote individual freedom of expression.
- Next Challenge supports active decision-making and individual choice including the timely provision of information in appropriate formats to support individuals, families, friends and carers to make informed decisions and understand their rights and responsibilities.
- Next Challenge provides support strategies that are based on the minimal restrictive options and are contemporary, evidence-based, transparent and capable of review.
- Next Challenge has preventative measures in place to ensure that individuals are free from discrimination, exploitation, abuse, harm, neglect and violence.
- Next Challenge addresses any breach of rights promptly and systematically to ensure opportunities for improvement are captured.
- Next Challenge supports individuals with information and, if needed, access to legal advice and/or advocacy.
- Next Challenge recognises the role of families, friends, carers and advocates in safeguarding and upholding the rights of people with disability.
- Next Challenge keeps personal information confidential and private.
- Next Challenge will respond to requests for access to personal information within a reasonable period and in the manner requested by the individual if it is reasonable and practicable to do so. If Next Challenge refuses to give access to the personal information because of subclause 12.2 or 12.3 of the Australian Privacy Principles, or in the manner requested by the individual, Next Challenge will provide a written notice stating the reasons for the refusal and the mechanisms to complain about the refusal.
Next Challenge works with individuals and families, friends and carers to promote opportunities for meaningful participation and active inclusion in society.
- Next Challenge actively promotes a valued role for people with disability, of their own choosing.
- Next Challenge works together with individuals to connect to family, friends and their chosen communities.
- Employees understand, respect and facilitate individual interests and preferences, in relation to work, learning, social activities and community connection over time.
- Where appropriate, Next Challenge works with an individual’s family, friends, carer or advocate to promote community connection, inclusion and participation.
- Next Challenge works in partnership with other organisations and community members to support individuals to actively participate in their community.
- Where appropriate, Next Challenge, uses strategies that promote community and cultural connection for Aboriginal and Torres Strait Islander people.
- Next Challenge’s services and supports are assessed, planned, delivered and reviewed to build on individual strengths and enable individuals to reach their goals.
- Next Challenge works together with an individual and in collaboration with all of their key support members to identify their strengths, needs and life goals.
- Service planning, provision and review is based on individual choice and is undertaken together with an individual and their family, carer or advocate and/or if appropriate their friends.
- Next Challenge plans, delivers and regularly reviews services or supports against measurable life outcomes, and at a time agreed on with the family
- Service planning and delivery is responsive to diversity including disability, age, gender, culture, heritage, language, faith, sexual identity, relationship status, and other relevant factors.
Date of Policy: December 2013
Date review completed: January 2020
Due for review: January 2021
