Core Module

3.1 Access to Supports

Elevate Support Care understands that it is important to provide our participants with the dignity of risk, so our team respects all participants’ autonomy and self-determination (or dignity) when making choices.

Our assessment process provides relevant, reliable and valid data to assist in identifying a participant‟s strengths and care needs.

2.0 Scope

Participants contribute to the assessment that is appropriate and considerate of their individual needs. The support delivery environment is to be designed to incorporate reasonable adjustments to ensure that the participant‟s plan, and their environment, is fit for purpose to allow the participant to have a quality of life and independence.

3.0 Policy

The Director or their delegate must seek eligibility information from the participant before commencing any assessment process.

Elevate Support Care will provide the participant with entry criteria and inform them of the associated costs. Easy Read documents are available to inform a participant of their right to have a voice in their support requirements.

Participants must be part of the decision-making process with their needs at the core of service delivery and planning.

Elevate Support Care will be supported to understand the circumstances that supports can be withdrawn. Supports will not be withdrawn or denied solely based on the dignity of risk choice that has been made by the participant.

Assessments must be undertaken before the commencement of the Elevate Support Care’s service. Staff are required to determine if an interpreter is needed, before the start of an assessment, to ensure that correct data is gained from the participant. The information obtained during the evaluation, such as areas of independence and identified needs, forms the basis of discussion with the participant to create their support plan.

4.0 Procedure

4.1 Access to supports

The Director will inform the participant of the eligibility criteria to access our support services and associated costs for each service. Eligibility criteria for our NDIS services require the participant to currently hold an NDIS plan that lists access to our registration groups.

The Director will determine if the participant requires our Easy Read documents which outlines details on the participant’s rights, their voice in the development of their service agreement, how to make a complaint and how we will maintain their privacy. An interpreter will be provided if required by the participant.

Assessment will be undertaken to ensure that our organisation can supply the participant’s services in the manner that the participant requires.

4.2 Reasonable adjustment

The NDIA devises an NDIS plan to address the participant’s reasonable and necessary supports.

During the Elevate Support Care‟s assessment process to develop a Participant Support Plan, the Director, or their delegate, will consult with the participant, their family or advocate to make reasonable adjustments to the participant’s support delivery environment. Any modifications must be discussed and negotiated with all parties and recorded in the service

agreement. The reasonable adjustments are made to determine that the service provided is fit-for-purpose and that the change will support the participant’s health, privacy, dignity, quality of life and independence.

4.3 Withdrawal of services

Elevate Support Care will not withdraw or deny supports based solely on the dignity of risk made by the participant. Our organisation may withdraw supports if:

• the participant fails to do what is required of them, under the terms of their service agreement
• the participant fails to comply with the policies and procedures of Elevate Support Care
• the participant fails to communicate and provide information about changes to support needs
• workplace health and safety considerations are ignored
• communication has broken down between the Elevate Support Care and the participant, family or advocate
• payment for support or expenses has not been received as per the Service

Under the National Disability Insurance Scheme Terms of Business for Registered Providers, withdrawal or termination of services must be no less than fourteen (14) days.

Elevate Support Care will always work in the best interest of the participant to achieve a safe transition to a new provider of services (see the Transition or Exit Policy and Procedure).

Upon termination of the service agreement, by either party, Elevate Support Care will take steps to ensure:

• cancellation of the service has been reported to the National Disability Insurance Agency
• services that have been provided under the terms of the service agreement have been claimed
• alternative support solutions are in place for the safety and wellbeing of the

During the withdrawal process, our organisation will follow the Transition and Exit Policy and Procedure requirements and ensure that:

• risks are reviewed to ensure the safety of the participant
• supports relevant to the participant are provided (such as the continuation of support services until transfer is arranged, an advocate, communicating with the new provider)
• clear withdrawal reasons are detailed
• communication strategies are developed with the new provider
• information is shared with the participant’s

4.4 Assessment principles

• Assessment tools used are validated or considered ‘best practice’.
• The assessor understands and applies the principles of flexibility, validity and relevance to the assessment

The assessment process promotes independence, including the following principles:

• determining the participant’s abilities and difficulties
• setting expectations to create a balance between the participant’s abilities and their need for support
• acknowledgement of the participant’s support needs and their ability to foster independence and goals in the service

4.5 Undertaking assessments

Assessment interview time is negotiated with the participant, family and advocate. The designated staff members are to:

• invite the participant‟s representative/advocate to be present, if required or desired
• identify any special needs (e.g. provision of an interpreter or information in the participant’s first language will be sourced)
• provide Easy Read documents, if required
• Contact the Director to arrange an

During the assessment process, the staff member will inform the participant of their rights and responsibilities regarding:

• collection and use of personal information
• privacy and confidentiality considerations
• opt-out options from data collection
• complaints and feedback process
• advocacy options
• information-sharing requirements of the

The assessment is designed to address the participant’s health, privacy, dignity, quality of life and independence needs. Information is recorded in the participant’s records for future reflection. The Director reviews all completed assessments.

4.6 Responsibility for assessments

Only trained professionals can conduct the assessment of a participant. The Director will determine and delegate this responsibility.

4.7 Recording assessment information

The assessment is documented in a participant’s file and the participant’s management system. The interview and write-up times must be recorded against the participant in the management system.

5.0 Related documents

• Risk Assessment Forms
• Individual Risk Assessment Profile
• Easy Read Documents
• Participant Intake Form
• Participant Intake Checklist
• Support Plan

6.0 References

• Disability Services Act 1986 (Commonwealth)
• Disability Discrimination Act 1992 (Commonwealth)
• Equal Opportunity (Commonwealth Authorities) Act 1987
• Privacy Act 1988 (Commonwealth)
• Work Health and Safety Act 2011 (Commonwealth)
• NDIS Practice Standards and Quality Indicators 2020

2.0 Scope

Elevate Support Care is committed to ensuring that our staff understand the beneficial aspects of a collaborative approach for the participant.

3.0 Policy

This collaborative approach requires staff to work with relevant parties when:

• locating key workers with a family and another provider
• working with other providers in the supply of supports or services
• assisting the participant in transitioning and exiting the service
• building the participant’s capacity
• planning with supports for the participant
• developing service

Staff must cooperate with other agencies in the delivery of service. This collaboration may include initial contact, sharing ideas and input from the participant, their families and advocates, following through on ideas of a provider, and actively listening to discussions.

We will collaborate with all relevant parties to provide participants with the opportunity to access a service network that meets the full range of their needs. The Director will establish communication with the relevant service provider, so our organisation can maintain collaborative relationships and protocols, and participate in networks with relevant agencies.

Information, knowledge and skills are communicated and shared between the participant, family, advocate, provider, and other collaborating providers. Elevate Support Care will work with the participant, their family and advocate to ensure that the participant maintains functionality.

4.0 Procedure

4.1 Keyworker

Participants and families may require assistance to locate the right person to work with the participant. To do this, our team will undertake the following process:

1. Discuss the participant’s requirements with participant, family and
2. Gain formal written consent to share and gather information with other
3. Contact other service providers working with the participant to collaborate and determine the
4. Identify at least one (1) key support worker to contact participants, family and advocate, and the other
5. Inform the participant, family, advocate of the identified person for their
6. Record the process undertaken and results in the participant‟s service

4.2 Collaborating with other providers

The Director or their delegate will make initial contact with other providers, after obtaining consent from the participant, their family and advocate. Various methods will be used to maintain contact, e.g. email, phone and networking. All records of contact are kept in the participant Service Agreement.

4.3 Transition and exit

The participant‟s needs, interests or aspirations may change during the delivery of their supports. These changes may lead to a need to transition to, or exit from, their current service. If this occurs, with the consent of the participant, we will contact the relevant service provider to:

• collaborate with providers and the participant to develop a plan of action
• request or send documents relevant to the participant
• confirm current supports, practices and needs to enable the participant to transfer or exit smoothly
• identify risks and develop a risk management plan
• develop a transition/exit process for the participant and confirm details with the participant
• work with the participant during the process
• review the effectiveness of the transition upon completion
• document the process in the participant support

Risks associated with each transition to or from Elevate Support Care are identified, documented and outlined in our Transition or Exit Policy and Procedure and Risk Management Policy and Procedure.

4.4 Capacity building

The participant‟s capacity building process is designed to improve and retain their skills and knowledge so that they can maintain and improve their functionality.

To build and support the participant‟s functional capacity, Elevate Support Care will collaborate with:

• a participant, their family and advocate to affirm, challenge and support
• other providers to further develop the participant‟s skills and to improve practice and

4.5 Participant outcomes

Collaboration with a participant, their family and advocate is the basis of ensuring functional outcomes are focusing on the participant’s needs, priorities and skills. Details of collaborations are to be recorded in the service agreement.

4.6 Support planning

During the assessment and support planning process, collaboration is undertaken with a participant, their family or advocate to:

• complete a risk assessment
• document a risk assessment
• plan appropriate strategies to manage/treat known risks
• implement appropriate strategies to manage/treat known risks
• conduct an annual review, or earlier, according to the participant’s changing needs/circumstances.

4.7 Service agreements

Elevate Support Care will collaborate with the participant to develop a service agreement which establishes the:

• expectations of both parties
• supports to be delivered
• conditions associated with the delivery of supports, including details of why particular conditions are

With the consent or direction from the participant Elevate Support Care collaborates in the development of the support plan with other providers to:

• develop links
• maintain links
• share information
• meet the needs of a

5.0 Related documents

• Participant Information Consent Form
• Participant Support Plan
• Privacy and Confidentiality Agreement
• Risk Assessment Forms
• Individual Risk Assessment Profile
• Risk Management Plan
• Risk Register
• Service Agreement
• Risk Management Policy and Procedure
• Transition or Exit Policy and Procedure

6.0 References

• NDIS Practice Standards and Quality Indicators 2020
• Privacy Act 1988 (Commonwealth)
• Disability Discrimination Act 1992 (Commonwealth)
• Disability Services Act 1986 (Commonwealth)

Support Planning Policy and Procedure

1.0 Purpose

The purpose of this policy is to outline the legislative requirements and practice procedures for undertaking support services for NDIS participants. Our organisation will comply with the requirements of NDIS Practice Standards and Quality Indicators.

Compliance with this policy is a condition of appointment for all persons engaged in providing services on behalf of Elevate Support Care.

2.0 Scope

To instruct our team how to plan the development of a support plan to incorporate the participant’s wants, needs and aspirations. Plans are to include the type of staff worker and the time and length of the service linked to the registration group on an NDIS Plan.

3.0 Policy

All participants and their support networks are aided to collaborate and participate in the development of a goal-oriented support plan. The support plan will reflect an individual‟s goals and aspirations and will review the strengths and functionality of the participant. The plan is based on the presumption of capacity and will safeguard the risks and needs of the participant.

The support plan is to incorporate both the participant‟s supports (described as nature of a coordination, strategic or referral service or activity) and reasonable and necessary supports funded under NDIS (activities that support goals to maximise independence, allow to live independently and undertake mainstream activities).

The support plan will provide transparent written information to the participant outlining the services and type of support/s they will receive from Elevate Support Care. Where there is a

change in the participant‟s needs, preferences or goals, the amended support plan will communicate the change in supports required by the participant.

Staff must be screened, trained and qualified in the roles that they undertake.

3.1 Support planning principles

• The support planning process is consultative where the participant, family, friends, carer or advocate work together to identify strengths, needs and life goals, with a focus on choice and decision-making.
• The participant‟s preferences, values and lifestyle choices should be supported (wherever possible).
• Support plans should promote the valued role of people with disabilities that is of their
• Elevate Support Care promotes functional and social independence and quality of
• Support plans will contain
• Agreed service choices should reflect the participant‟s personal goal
• Support plans should be creative, flexible and not restricted to set patterns or methods of service
• Activities and supports in the plan must be inclusive of the participant‟s chosen communities and maintain connections with their community to allow for active
• If a participant identifies as Aboriginal or Torres Strait Islander, then their community will be contacted to allow for engagement and provision of support
• The support plan is reviewed regularly (at least annually) and amended to respond to the participant’s needs and
• The support plan should be strength-based, seeking to maximise independence and build on the participant’s existing
• The support plan should be provided to the participant in their first language, where appropriate or
• The participant or their advocate may request a review of the support plan at any
• The staff worker developing the support plan will have the necessary skills and competence to undertake this

• A participant with a disability will be facilitated to assist comprehension of their NDIS Plan, including:
  • understanding and self-directing their NDIS Plan
  • understanding the supports in their NDIS Plan
  • understanding funded support budgets
  • purchasing general funded supports
  • purchasing stated funded supports
  • managing and paying for their supports
  • choosing their providers
  • making agreements with their preferred

4.0 Procedure

4.1 Support plan development

4.1.1 Planning

• Explain the support plan development process for the
• Arrange a meeting time with the participant and, if applicable, their advocate or
• Develop the support plan with as much input, choice and decision-making from the participant as they want. Document the reasons for the decisions made (should a participant choose to have minimal input into their support plan).
• Before meeting with the participant, review the:
  • participant intake form
  • participant assessment information
  • referral documents
  • other relevant notes or data available that will assist in understanding the participant as an

4.1.2 Providing information to the participant

• Emphasise to the participant why they must identify their personal goals and

• Use the appropriate support plan as a prompt to assist the participant in identifying areas where Elevate Support Care services may help them realise their
• Outline the prompts on the plan, including discussion of the participant‟s physical, emotional, spiritual, cultural, community, social and financial
• Provide the participant with a clear understanding of their choices and service options available so that they can make informed decisions about their choices and
• Explain to the participant any information-sharing requirements with other
• Provide the participant with examples and suggestions of how Elevate Support Care services may be able to help them achieve their

4.1.3 Facilitating the development of participant-centred goals

• Work with the participant and their advocate/s to identify their personal
• Ask the participant to identify the types of help or assistance that would be most important to
• Help the participant recognise their strengths and
• Transform the participant‟s goals into SMART (i.e. Specific, Measurable, Attainable, Realistic and Timely) goals, g.
  • Simple goal: To be able to collect the
  • SMART goal: To walk to the letterbox, without assistance, every day to collect the
• Set a time frame for each goal, so progress can be measured, g. walk to the letterbox, without assistance, to collect the mail and to achieve this by November 30.
• Use the participant’s expressed goals, priorities, goals and agreed on actions to develop their support

Consideration will also be given to:

• financial resource capacities and any limitations of Elevate Support Care services or specific programs to be utilised
• capacities, expertise and appropriateness of current Elevate Support Care staff to provide services
• availability of specialised subcontracted staff or services, if applicable

• other services or individuals who will provide services, as designated by the participant
• volunteer supports available
• determining (with the participant) how each goal will be measured so progress can be recorded
• identifying (with the participant) any potential barriers to achieving their goals and then developing strategies to alleviate those barriers
• working with the participant to prioritise their goals if many goals are identified. For each goal list the actions, responsibilities, frequency and duration of services to be coordinated or supplied on behalf of the participant. Document all the information in the support
• identifying and documenting a support plan, all stakeholders (e.g. participant, family, advocate/s, community engagement links and other services or agencies) who will undertake to assist the participant in achieving each

4.2 Support plan delivery and review

• Negotiate specific days for services/supports and document in the participant support
• Where possible, agree upon time ranges for the services to build a level of flexibility into the service roster, g. start time between 1:00 pm and 1:30 pm and provision of one (1) hour of domestic assistance.
• If not yet finalised, negotiate service fees and record these in the participant’s service agreement and on the support
• Ask the participant to sign the support plan to acknowledge their agreement with
• Agree on the criteria to evaluate the effectiveness of Elevate Support Care service responses and document this in the support
• Ensure that all involved stakeholders have copies of the agreed support
• Explain to the participant that the Director will monitor the progress of the support plan and that the participant may also request a review of the plan at any

5.0 Related documents

• Risk Assessment Forms
• Individual Risk Assessment Profile
• Participant Intake Form
• Participant Intake Checklist
• Participant Information Consent Form
• Service Agreement
• Support Plan
• Support Plan Review Report

6.0 References

• NDIS – Developing your first NDIS Plan
• NDIS Practice Standards and Quality Indicators 2020
• Privacy Act 1988 (Commonwealth)
• Work Health and Safety Act 2011 (Commonwealth)

We will ensure that all parties are aware of, and have agreed, to all aspects of the services being provided.

2.0 Scope

It is the responsibility of the Director, or their delegate, to undertake the development of a service agreement with the participant and to ensure it is designed specifically to meet their individual needs.

3.0 Policy

Elevate Support Care collaborates with each participant to develop a service agreement which:

• establishes expectations
• explains the supports to be delivered
• specifies any conditions attached to the delivery of supports, including why these conditions are

The participant is supported to understand their service agreement and conditions using the language, mode of communication and terms that the participant is most likely to follow. We will supply Easy Read documents, as required.

The participant must provide their consent or direction, to enable us to develop and maintain links with other providers to collaborate and share information to meet the needs of the participant.

4.0 Procedure

Elevate Support Care undertakes the following procedure to develop a service agreement with each participant:

1. Collaborate with the family, advocate or representative to ensure that the service agreement meets the requirements and links to needs, interests and
2. Use appropriate communication methods to explore, explain and determine what is being provided within the
3. Keep appropriate records explaining the process undertaken, including consent/direction to collaborate with other providers and to share information to enable the team to meet the participant’s
4. Provide the participant with a copy of their service agreement. If the participant wishes not to keep a copy of the agreement, then the circumstance under which the participant did not receive a copy of the agreement must be documented and kept on the participant’s file. It is good practice to have the participant make a note on the agreement that a copy was not
5. The Service Agreement must outline the party or parties responsible and their roles, where applicable, for the following issues:
   1. How the participant will communicate their concerns about a
   2. How potential conflicts involving participant(s) will be
   3. How changes to participant circumstance or support needs will be disclosed, as
   4. How vacancies are filled in shared living and how each participant has the
   5. Are their needs, preferences and situation being considered?
   6. How behaviours of concern are managed that may put tenancy at risk, if this is relevant to the

5.0 Related documents

• Code of Conduct Agreement
• Easy Read Documents
• Service Agreement
• Support Plan

6.0 References

• NDIS Practice Standards and Quality Indicators 2020
• Work Health and Safety Act 2011 (Commonwealth)
• Disability Discrimination Act 1992 (Commonwealth)

Elevate Support Care will provide program design, individual planning, coordination and support management to all participants.

2.0 Scope

Elevate Support Care will ensure our staff are trained to act professionally and appropriately when developing plans that empower the participant to achieve their needs, goals and aspirations.

We will keep each participant informed of their plan while undertaking a holistic approach that incorporates strength-based and person-centred strategies.

3.0 Policy

All services and support plans are developed and delivered in collaboration with the participant and their advocate. All participants, family members, representatives or advocates must be included in any decision-making process, selection of strategies or activities, and approval of all aspects of their support plan. Support management will consist of delivery, monitoring, review and reassessment, in a timely manner.

The Director, or their delegate will ensure that the least intrusive options are planned, using contemporary evidence-informed practices.

Reasonable efforts will be made to match the participant’s key worker requirements to our current frontline workers.

Elevate Support Care will collaborate with all relevant parties, including other service providers, and only share information with the consent of the participant. Our team will consult to ensure that we meet individual needs.

The Director will ensure that only appropriately trained staff work with the participant. The process of allocation will incorporate a skill and knowledge review of a potential frontline worker.

Elevate Support Care will utilise this policy to ensure the organisation maintains a contemporary approach to support management services.

4.0 Procedure

4.1 Support management principles

Support management includes screening, comprehensive assessment, support planning and support plan implementation, monitoring, review and case closure.

The Director or their delegate will:

• match available resources (i.e. staff to the needs of the participant)
• work across service boundaries to ensure that participants with complex care needs are provided access to a full range of required support services such as allied health, health and social support services
• provide a single point of contact for participants who require a complex range of services or require intensive levels of support
• ensure Elevate Support Care’s service is screened for eligibility and suitability as per the applicable program guidelines and our Access to Supports Policy and Procedure

• verify that consent was received for assessment and services and is recorded in the participant‟s file
• review the participant‟s referral information and confirm eligibility and suitability for a Elevate Support Care service
• contact the participant and arrange a suitable time for a comprehensive assessment
• arrange interpreters, advocates, guardians, or other service providers, with the participant‟s consent, to attend the assessment
• determine, if possible, whether a clinical assessment of the participant‟s health condition is required and arrange for the appropriate staff to attend the assessment,

i.e. registered nurse or allied health professional

• ensure representatives identified by the participant (e.g. family, advocate and carers) are contacted and, if necessary, participate in the
• carry out the assessment as per the organisation‟s appropriate policies and procedures and base the assessment on the participant‟s needs and
• contact the referrer and any existing providers, within five (5) days after a comprehensive assessment, for further information that may be required
• arrange additional specialised assessments, if indicated
• investigate potential options for sourcing support, including the availability of Elevate Support Care staff/resources and the use of brokerage resources
• arrange, if necessary, a case conference with relevant services and individuals to discuss the participant‟s situation
• ensure outcomes from support management are documented within the support plan
• inform the participant that their coordinator will continually review and assess their services for effectiveness
• provide the support plan, where appropriate, to participant‟s general practitioner or representative, with the participant’s consent
• develop a support plan that includes a plan of action that meets the participant‟s needs, requirements and aspirations and includes:
  • participant information, g. personal and health details, cultural and spiritual requirements, sexual identification, Aboriginal and Torres Strait Islander, etc.
  • participant goals
  • advocate details
  • interpreter requirements
  • consent forms
  • active engagement planning

• strategies to develop, sustain and strengthen independent life skills
• medical information, including conditions, doctors, medications, use and management
• risks to participant and staff (include management of the risk if required)
• any financial budget requirements (if applicable)
• details of the participant’s involvement in any planning and decision-making process

• monitor the relevancy of the support plan through regular contact with the participant and other representatives and service providers involved in the wellbeing of the

The support review is an essential element in the provision of focused and relevant supports, occurring at various points in the support continuum, depending on the needs of the participant or family; urgency and complexity of the family‟s needs; and changes in family circumstances.

Support plan reviews may be held to:

• determine if the current roles and responsibilities of our staff and organisation are meeting the needs of the participant
• assess if the frontline workers are meeting participant‟s goals
• review the purpose, intent, and direction of the intervention
• evaluate the service currently being supplied against the participant‟s strengths, needs, goals and aspirations
• consider previous assessments and to determine if any more are required
• reassess the participant, using the relevant assessment tool
• re-evaluate using evidence gathered during work with the participant
• examine the status of the support plan
• make decisions relevant to the participant; ensure all parties are informed
• review goals and actions
• schedule a case conference with the participant and all relevant stakeholders to ensure their active involvement and to discuss any changes in service
• plan towards transfer or closure, if relevant
• record any changes to a support plan in the participant‟s notes or file
• assess the need to change the service

4.2 Exiting the service

When the participant‟s needs begin to exceed program resources, or should the participant change to another service provider, the Director will:

• refer to the transition and exit notes in the Participant Support Plan
• follow the guidance of the Transition or Exit Policy and Procedure
• inform the participant of any potential risk of transferring or exiting
• negotiate participant handover arrangements with the new service provider
• advise participants of risk related to leaving the

5.0 Related documents

• Risk Assessment Forms
• Individual Risk Assessment Profile
• Service Agreement
• Support Plan
• Support Plan Review Report
• Support Plan Progress Report
• Service Agreement
• Transition or Exit Policy and Procedure
• Access to Supports Policy and Procedure
• Consent Policy and Procedure

6.0 References

• NDIS Practice Standards and Quality Indicators 2020
• Work Health and Safety Act 2011 (Commonwealth)
• Disability Services Act 1986 (Commonwealth)
• Disability Discrimination Act 1992 (Commonwealth)

Supported Independent Living (SIL) Policy and Procedure

1.0 Purpose

The purpose of the Supported Independent Living (SIL) Policy and Procedure is to provide the structure to allow our staff members to work within the supported independent living registration group.

As a National Disability Insurance Scheme (NDIS) provider, Elevate Support Care must undertake and submit particular documentation to meet the necessary registration group requirements. This includes using the Roster of Care (RoC) Submission Tool (the “RoC Tool”).

The RoC Tool is a Microsoft Excel document that assists the National Disability Insurance Agency (NDIA) to gain insight into a SIL participant‟s typical week. Specifically, the RoC Tool aims to provide a mechanism for providers to communicate the supports they can deliver to meet a participant‟s support needs and goals, which correlate with the participant‟s agreement with the NDIA.

2.0 Scope

The Supported Independent Living registration group provides one type of help or supervision with daily tasks to assist our participants to live as independently as possible while building their daily living skills. Supported Independent Living provides paid personal supports (e.g. having a carer to help with personal care tasks or cooking meals). Supported Independent Living support provision works towards building the participant‟s skills to maintain or increase independence levels.

Supported Independent Living support takes place in the participant‟s home. Participants can live in a shared home and receive SIL support. Supported Independent Living funding does not include items such as rent or other daily expenses (e.g. groceries).

Table 1. Supported Independent Living inclusions and exclusions

3.0 Definitions

• Staff member work shifts

4.0 Policy

Every SIL location must be inspected to ensure the safety of all participants. A Safe Environment Checklist is used to review and analyse the safety status of the participants. Management must review this data and the individual requirements (see Individual Risk Assessment Profile) of each participant in the location to ensure the environment meets the needs of the participant.

The Director is required to undertake the following steps:

1. Review the Safe Environment Checklist for any real or potential
2. Review the Individual Risk Assessment Profile and Support Plan goals of each
3. Determine the needs, goals and interests of each
4. Determine how to maintain a healthy and safe environment for the
5. Create a cleaning and maintenance schedule for each
6. Create a Roster of Care for each participant.
7. Submit the Roster of Care to the

All staff working in the supported independent living environment will be provided appropriate training on how to work with each participant (as per their support plan) and to ensure that the environment is safe and suitable to undertake all SIL requirements. Every participant is reviewed at least annually and supported as per their support plan.

5.0 Procedure

5.1 Overview

Elevate Support Care will develop a Roster of Care (RoC) using the Assistance with Daily Living price limits so the NDIA can decide the type of supports to be included in a participant‟s plan.

Elevate Support Care is required to submit the RoC to the NDIA for consideration.

5.1.1 Location

All sites must be kept hygienic and safe with strong infection control measures. Staff are required to follow health and hygiene procedures (e.g. handwashing and infection control) to ensure the environment is safe for the participant.

As part of our management of the location, Elevate Support Care must:

1. Undertake a safe environment review of the
2. Identify any issues, as per the Safe Environment
3. Create a Risk Management Plan to eliminate or reduce identified
4. Implement the Risk Management
5. Train Elevate Support Care staff as per
6. Conduct an annual safety review, including fire and evacuation
7. Undertake site visits at least every three months to ensure the environment is well maintained and meets Elevate Support Care service

5.1.2 Participant

1. Collaborate with the participant and their nominee to complete the ROC SIL toolkit requirements and provide a copy to the
2. Ensure that the participant has the SIL registration group included in their support plan and has the appropriate funds to cover the required service (see Service Agreement with Participant Policy and Procedure).
3. Undertaken an Individual Risk Assessment Profile and develop a Support Plan, as per the Support Planning and Service Agreement Collaboration Policy and Procedure, the Access to Supports Policy and Procedure and the Responsive Support Provision and Support Management Policy and
4. Participants and staff are matched, as per the support
5. Ensure that the rostering of staff meets the participant‟s
6. Review staff for the quality of their support and to determine if they are meeting the needs of the

5.1.3 Staffing

1. Match Elevate Support Care staff as per the requirements of the

2. Training occurs in all aspects of supports for the individual
3. Performance management is undertaken annually (or as required) to determine if staff are meeting the needs of supported independent living and our
4. Two buddy shifts are undertaken to provide feedback by a supervisor to ensure staff are supported in their

5.2 Medication access and storage

5.2.1 Self medicating participant – on site

1. Participant will complete a Self-Medication Assessment Form and it will be kept on the participant‟s
2. Director will assess risks regarding participant self-administering medicines and determine their
3. If approved to self-medicate, the participant will complete a Risk Indemnity Form relating to self-medication.
4. Director will review the participant‟s capacity for self-medication every three
5. If approved to self-medicate, a predetermined locked cabinet either in the participant‟s room or kitchen will be used to store their medication safely and
6. Only the participant and their support workers are provided key
7. A Medication Storage Key Register will record details of individuals provided with key

5.2.3 Self-medicating participant – in participant home

1. Participant will complete a Self-Medication Assessment Form which is kept on the participant‟s
2. Director will assess risks regarding participant self-administering medicines and determine their
3. If approved to self-medicate, the participant will complete a Risk Indemnity Form relating to self-medication.
4. Director will review the participant‟s capacity for self-medication every three
5. If approved to self-medicate, location of medication will be noted in the Safe Environment Checklist by the support worker

6. Director will recommend to the participant that all medication be stored in a locked
7. Assist arrange a locked cabinet in the participant‟s home if
8. Only the participant and their support workers will be provided key access if medication is stored in a locked
9. A Medication Storage Key Register will record details of individuals provided with key

5.2.1 Provider medicating participants – on site

1. All medication will be stored in a predetermined locked cabinet either in the participant‟s room or in the kitchen. The locked cabinet will be used to store medication safely and
2. Staff approved to provide a participant‟s medication will be included on their support
3. Only support workers who have approval are provided key
4. A Medication Storage Key Register will record details of individuals who have key
5. Support workers will track management of medication using the Medication Chart, as

5.3 Roster of care procedure

Elevate Support Care acknowledges that while participants are funded for SIL individually based on their support needs and goals, the RoC Tool considers the support needs of all the residents in shared living arrangements (as a result the supports for both NDIS and non- NDIS participants who share supports must be captured in the submission).

The Director or their delegated officer will complete the Roster Of Care Submission Tool which details the staffing mix and level of shared supports (through the ratio of supports), as well as the participant‟s individual needs.

Together the RoC Tool, the RoC Template and any supporting documentation is sent for assessment and review to the NDIS via the following email address: SIL@ndis.gov.au

The RoC Tool combines a Roster of Care and Hourly Breakdown spreadsheets into one spreadsheet called Hourly Breakdown and automates the calculation of weekly summaries; this should, in turn:

• reduce duplicate information provided to the National Disability Insurance
• improve the accuracy of information shared between the National Disability Insurance Agency and

5.3.1 SIL submission process

Director will review (at least annually) and follow the NDIS Operational Guidelines for Supported Independent Living. The delegated officer will undertake the following:

1. Confirm with the participant or their nominee (through the declaration section in the SIL RoC Template document) that they have been involved in developing the RoC with Elevate Support Care and have been provided with a copy before it is submitted to the
2. Send the submission (SIL RoC Tool and Template) on behalf of the participant to SIL@ndis.gov.au

Unless the participant has a change in circumstance, the same RoC as the previous plan will generally be used. If there has been a change of circumstance, Elevate Support Care will submit evidence to support this and then repeat the above process to develop a new RoC.

Diagram 1. SIL submission process

3.1 Documentation

Elevate Support Care will maintain accurate and clear documents and consult with all parties.

Copies of all RoC supported independent living documents will be maintained and kept in the participant‟s file for future reference.

6.0 Related documents

• Service Agreement
• Safe Environment Checklist
• Support Plan
• Individual Risk Assessment Profile
• Risk Management Plan
• SIL Roster of Care Submission Template
• SIL Roster of Care Submission Tool
• Staff Training Plan
• Staff Training Record
• Training Register
• Training Attendance Register – In-house
• Service Agreement with Participant Policy and Procedure

• Support Planning and Service Agreement Collaboration Policy and Procedure
• Access to Supports Policy and Procedure
• Responsive Support Provision and Support Management Policy and Procedure

7.0 References

• NDIS – Supported Independent Living Operational Guidelines
• NDIS Practice Standards and Quality Indicators 2020
• Work Health and Safety Act 2011 (Commonwealth)
• Disability Services Act 1986 (Commonwealth)
• Disability Discrimination Act 1992 (Commonwealth)

Assist Travel and Transport Policy and Procedure

1.0 Purpose

Elevate Support Care will coordinate or provide the most appropriate form of transportation for a participant with transportation needs, taking into consideration their requirements, safety, comfort and any risks to Elevate Support Care.

2.0 Scope

A core objective for Elevate Support Care is to assist our participants in remaining connected to their communities by enabling them to participate in social activities and events and by assisting them in accomplishing everyday undertakings for daily living.

3.0 Policy

3.1 Transport policy principles

All vehicles used for the transportation of participants, whether owned by Elevate Support Care or Elevate Support Care staff, will be:

• roadworthy
• currently registered
• properly insured
• clean and

All staff transporting participants will have a current and valid driver’s licence appropriate for the vehicle used to transport the participant/s.

Elevate Support Care will maintain information regarding all Elevate Support Care employee’s motor vehicles used to transport participants, including:

• driver’s licence renewal date

• vehicle registration expiry date
• third party property or comprehensive insurance expiry
• Elevate Support Care will maintain a system to ensure the above remains current for each

3.2 Transport in participant’s private vehicle

Elevate Support Care requires that the Participant Private Vehicle Permission Form be completed prior to transporting a participant in the participant‟s vehicle.

In addition, details and copies of the following documents must be signed and recorded in the Vehicle Registration and Insurance Record, prior to staff using the participant‟s vehicle to transport the participant:

• Vehicle registration papers, that include:
  • vehicle registration number
  • vehicle registration expiry date
  • type of vehicle
• Third party insurance
• Comprehensive insurance

4.0 Procedure

4.1 Assessment and planning of transportation needs

• Discuss options with the participant for each activity involving transportation. The primary considerations for transport options should be:
  • the specific goal of the activity
  • participant safety and comfort
  • participant’s ability to travel
  • skills required of staff to accompany the participant (if any)
  • available
• Transport options may include, but are not limited to:
  • Elevate Support Care transportation in our vehicles
  • staff provided transportation in the staff member’s private motor vehicle
  • participant provided transportation in participant‟s private motor vehicle

• use of community-based transport, e.g. council buses, community services buses sponsored by local clubs or transportation from other community groups or services
• public transport including buses, trains or ferries
• transport sponsored by local hospitals or health services
•  

• Eligible participants should be encouraged to apply for a disability parking permit or the subsidised taxi
• If a participant needs to use a wheelchair, a wheelchair taxi will be used unless they can be safely transferred and assisted outside of the vehicle used at the
• Undertake a risk assessment for the transportation service event to ensure the participant can be safely transported, which includes an assessment of:
  • the participant’s capacity to enter and exit the vehicle
  • parking conditions at the pickup and drop off points
  • risks at the destination
  • weather conditions
  • the participant’s overall health, including any behaviour that could potentially cause risk to themselves, other participants, staff or

Where risks have been identified, strategies to reduce risks to acceptable levels will be placed in the participant’s support plan.

4.2 Transporting participants in motor vehicles

• The Director will need to obtain a quote for the travel service, which must be approved by the participant or
• If the National Disability Insurance Scheme manages the participant’s plan, the quote will need to be approved by the
• Use participant transfer aids as indicated from the participant’s risk assessment.
• Ensure the participant uses seatbelt
• Ensure that vehicle doors are closed
• When required, use door safety locks to ensure doors can only be opened by the driver or from the

• If leaving participants at an agreed destination, ensure the participant is safely inside the premises before
• Ensure there is no smoking by the participant or staff member whilst in a
• In the event of an incident, accident or emergency, our staff member will call emergency services on 000 if they can (i.e. conscious and physically able).
• All vehicles are equipped with first aid
• The staff member will wear appropriate personal protective equipment to protect themselves and the

4.3 Transporting participants on a bus

• Elevate Support Care will undertake a risk assessment using the Transport Assessment Form for the transportation service event/s, to ensure the participant can be safely
• When a staff member and volunteer/s are present during any activity, our staff member always holds the primary responsibility of duty of care for the
• Ensure that Elevate Support Care staff and volunteers participating in the trip are well prepared for the activity by having all relevant information regarding each participant’s individual
• Seating will be allocated to individual participants according to their needs and to maximise all passengers’ safety and
• Appropriate transfer aids identified in the risk assessment will be used for the
• Participants will wear a seatbelt restraint (if the bus is fitted with these) unless the participant has a letter from their general practitioner stating that they do not have to wear a seat
• Staff are responsible for having the following items when transporting participants:
  • water
  • charged mobile phone
  • first aid
• Ensure the relevant staff member always has a copy of the Reportable Incident, Accident and Emergency Policy and Procedure together with a list of emergency contact numbers and Elevate Support Care contact phone numbers when transporting

• Keep an Attendance Checklist on the bus and check the list to ensure everyone is accounted for after every
• If an accident, incident or emergency occurs during transportation, Elevate Support Care staff are to follow the appropriate procedure as outlined in the Reportable Incident, Accident and Emergency Policy and
• All vehicles will be equipped with first aid kits

5.0 Related documents

• Attendance Checklist
• Employment Check Register
• Participant Private Vehicle Permission Form
• Transport Assessment Form
• Vehicle Registration and Insurance Record
• Risk Register
• Risk Assessment
• Risk Management Plan
• Human Resource Management Policy and Procedure
• Reportable Incident, Accident, and Emergency Policy and Procedure
• Complaints and Feedback Policy and Procedure
• Risk Management Policy and Procedure and
• Work Health Safety and Environmental Management Policy and Procedure

6.0 References

• NDIS Act 2013 (Commonwealth)
• NDIS Practice Standards and Quality Indicators 2020
• NDIS (Complaints Management and Resolution) Rules 2018
• NDIS (Incident Management and Reportable Incidents) Rules 2018
• NDIS (Code of Conduct) Rules 2018
• NDIS (Practice Standards – Worker Screening) Rules 2018
• Work Health and Safety Act 2011 (Commonwealth)

Daily Personal Activities (Sole Carer) Policy and Procedure

1.0 Purpose

Participants living in their own home have the right to be safe and to live as autonomously as possible within their environment. It is Elevate Support Care‟s objective to effectively manage professional carers to ensure that they are providing services and supports to meet the requirements of the participant.

2.0 Scope

Elevate Support Care‟s management team are responsible for ensuring our professionally trained staff workers are appropriately supervised and to determine they are providing high- quality services that meet the NDIS (Provider Registration and Practice Standards) Rules 2018.

Personal care supports relate to assistance with daily personal activities, including assistance with, or supervision of, personal tasks of daily life, including:

• personal hygiene (e.g. showering, bathing, oral hygiene, dressing and grooming)
• toileting, bladder and bowel management and menstrual care
• eating and drinking
• attending appointments
• use of aids and appliances, hearing and communication devices
• mobility and transferring (e.g. moving in and out of bed and on or off the toilet)
• application of splints, basic first aid due to injuries sustained as a result of a participant‟s

3.0 Policy

During the development of the support plan and service agreement, staff are required to actively listen to the participant and their support network to determine the goals, interests,

and needs of the participant. Information is gathered and used to design the supports and services within the support plan to:

• maximise the independence and functional skills of the participant
• suit the participant‟s age and circumstances
• meet a participant‟s needs in a less intrusive

Participant‟s choices and decisions are incorporated into the support plan, including:

• the type of care worker preferred
• specific activities and supports needed (e.g. showering, dressing, eating, toileting, appointments)
• timeframe for activities
• overnight supports (if required).

4.0 Procedure

For participants who live in their own home and request a sole carer, Elevate Support Care will undertake the following steps:

Step 1. Design daily personal activities

• Detail and record all activities required as per the service
• Gather details on how the participant wants activities undertaken (e.g. how they like to be showered, what time of day, ).
• Determine hours and timeframes for each

Step 2. Identify preferred carer/s (initial consultation)

• Listen to the participant to determine requirements (e.g. male/female, language preferences, cultural requirements, ).
• Identify the skills that the carer/s
• Review current care workers to determine possible
• If no matches in our current workforce, then the Director will locate appropriate care

• The Director will locate at least two to three carers for each

Step 3. Complete the Safe Environment Checklist and Individual Risk Assessment Profile

• The Director will delegate a staff member to visit the home environment to determine the safety of the environment for both the participant and staff The Safe Environment Checklist will be completed during this visit.
• All information gained from the visit is documented within the participant‟s support
• The Individual Risk Assessment Profile will be completed with the participant. Information will be used to develop appropriate risk strategies in the support
• The Director will develop, finalise and detail support plan strategies and objectives, in collaboration with the participant, their family or

Step 4. Staff training

• Staff workers selected by the participant will be trained in all aspects of their
• The Director or their delegate will train the
• A buddy system (of at least two shifts) is implemented to ensure staff workers are fully trained in all aspects of the role to meet the participant‟s

Step 5. Supervision

• The Director will determine an appropriate
• The supervisor will visit the participant‟s home environment at least every two
• During these visits, the supervisor will complete the Participant‟s Home Monitoring Visit
• The supervisor will meet with management to report on their findings after each home The meeting will identify risks or issues and inform continuous improvement required (e.g. additional training, changing of staff, etc.).

Step 6. Participant feedback

• The Director will seek the participant‟s feedback regarding the performance of the staff workers, at least every two
• Feedback may be provided by the participant verbally, via email/letter, or through using the Complaints and Feedback Form or completing the Annual Participant

5.0 Related documents

• Support Plan
• Service Agreement
• Participant Home Monitoring Visit Report
• Annual Participant Survey
• Individual Risk Assessment Profile
• Safe Environment Checklist
• Staff Training Plan
• Staff Training Record
• Training Register
• Training Attendance Register – In-house
• Complaints and Feedback Form
• Complaints Register

6.0 References

• NDIS Charter of Rights
• NDIS (Provider Registration and Practice Standards) Rules 2018
• NDIS Practice Standards and Quality Indicators 2020
• NDIS (Quality Indicators) Guidelines 2018
• NDIS Act 2013 (Commonwealth)
• Privacy Act 1988 (Commonwealth)
• Human Rights and Equal Opportunity Commission Act 1986 (Commonwealth)
• Work Health and Safety Act 2011 (Commonwealth)
• Disability Discrimination Action 1992 (Commonwealth)
• United Nations Convention on the Rights of Persons with Disabilities

2.0 Scope

This policy applies to all participants receiving supports and services from Elevate Support Care. The purpose of this policy is to define a transition or exit process for participants, family and advocate/s, where applicable. The policy provides direction for Elevate Support Care‟s staff when considering the exit of a participant from the organisation or working with other providers during the transition to the organisation.

3.0 Policy

Elevate Support Care is committed to providing participants with information and support through the process of transition into, or exiting from, the organisation‟s services:

• All participants are provided with the necessary information and explanation in the appropriate communication formats concerning their transition into, or exit from, the
• Participants are provided with information and support through the process of transition into, or exit from, the organisation‟s servi
• Participant transition strategies and exit planning will be documented in the participant‟s service agreement and support

• The participant entry and exit process for programs are transparent; the organisation adopts fair and non-discriminatory practices when a participant chooses or is required to leave the
• To collaborate with other providers for a planned transition to, or from, our
• Staff must document, communicate and effectively manage transitions and exits to benefit
• With each transition, risk assessments are to be undertaken, documented and
• Elevate Support Care delegated staff members must identify processes for the participant and ensure application and
• Elevate Support Care will record if a participant:
  • has met their goals
  • chooses to leave or cease the services
  • wishes to transfer to another service provider
  • moves location and cannot access the service
  • is no longer eligible for services.

4.0 Definition

• Procedure

Elevate Support Care will implement a collaborative approach when undertaking all decision-making processing, regarding transition and exit, to allow for an informed approach. This approach must be recorded in the support plan and include the:

• reasons for the transition
• details of the provider transitioning to/from
• outline of collaborative communication
• summary of communication methods and details of information provided to relevant parties
• feedback received from participant, family, advocates and stakeholders
• transition time frames
• transition process incorporating details of the process, application and communication process relevant to the participant
• identification of risks to the participant and risk management strategies
• review of the process and adjustments made, as

All participants must be advised how and when a process of transition or exit can occur at the time of development of their Service Agreement and Support Plan.

5.1 Service agreement

As per the Service Agreement, a minimum notice of no less than 14 days, or a more extended period, is required to enable the participant, family and advocate or Elevate Support Care to have adequate time to nominate an alternative registered provider to deliver support services.

Elevate Support Care will give notice of intent to withdraw/terminate services to a participant as per their Service Agreement, which states no less than 14 days‟ notice, or longer, as required.

Figure 1. Transition or exit process

5.2 Transition or exit plan

• A transition or exit plan will be developed at the time of entry to the
• The transition or exit plan is discussed during the participant’s
• The participant will be informed of any risks involved with transitioning into, or exiting from, the
• The plan will include a seamless time frame, offer flexibility and provide reliable support from the other service
• The plan will support participants to transition into our service, exit to other services or cease services, as

5.3 Interviews

An entry interview is part of the transition plan; participants wishing to make a complaint regarding their transition into the service will be provided with details on the complaint process.

An exit interview is part of the exit plan; participants wishing to make a complaint regarding their exit will be provided with details on the complaint process.

5.4 Risks

Risks associated with the transition or exit process are identified during the planning stage, documented in the participant’s plan and responded to immediately. This risk assessment will be held in the support plan.

Elevate Support Care will aim to minimise the impact of change that is occurring for the participant by creating a transition support schedule that meets the participant‟s goals, needs and requirements appropriately.

An exit interview is part of the exit plan; participants wishing to make a complaint regarding their exit will be provided with details on the complaint process.

5.4 Risks

Risks associated with the transition or exit process are identified during the planning stage, documented in the participant’s plan and responded to immediately. This risk assessment will be held in the support plan.

Elevate Support Care will aim to minimise the impact of change that is occurring for the participant by creating a transition support schedule that meets the participant‟s goals, needs and requirements appropriately.

6.0  Related documents

• Transition or Exit Plan
• Code of Conduct Agreement
• Complaints and Feedback Form
• Complaints Register
• Risk Assessment Forms
• Individual Risk Assessment Profile
• Risk Register
• Support Plan
• Service Agreement

7.0  References

• NDIS Practice Standards and Quality Indicators 2020
• NDIS Scheme Act 2013 (Commonwealth)
• Privacy Act 1988 (Commonwealth)

Disability Discrimination