2. Support Coordination Services We Provide

We work alongside you, your family, carers and other supports to help you understand and use your funding in ways that suit your life, culture and choices.

• Listening to you and understanding your goals, strengths, support needs and preferences.
• Helping you understand your funding and how it can be used to work towards your goals.
• Finding and connecting you with suitable service providers and community supports.
• Supporting you to make informed choices about your supports and who provides them.
• Helping you set up service agreements and bookings with other providers.
• Checking in with you regularly to see how your supports are going and if changes are needed.
• Assisting you to prepare for plan reassessments and to share your progress and goals.
• Helping you to build your skills and confidence to manage your own supports over time.
• Working with your support network to keep your supports safe, coordinated and focused on your wellbeing.

3. How Services Are Delivered

We aim to provide Support Coordination in ways that are flexible, culturally safe and convenient for you.

• Where we work together: We can meet in your home, at a community location, by phone, or online (video calls), depending on your preference and safety.
• When we meet: We will agree on suitable days and times together. We will confirm any regular appointments in writing (for example, by text or email).
• Length of appointments: Appointment times may vary depending on what you need, but we will always explain what we are doing and how long we expect it to take.
• Contact between appointments: You can contact us by phone or email during business hours. If we miss your call, we will get back to you as soon as we can.
• Fees and billing: We will charge for Support Coordination time in line with current price limits and only for work we do with or for you (for example, meetings, phone calls, emails, planning, research and report writing).

4. Your Responsibilities as a Participant

We respect your rights and choices. In return, we ask that you:

• Let us know what is important to you, and any changes to your situation, goals or supports.
• Treat our staff with courtesy and respect, and support a safe and respectful environment.
• Let us know as early as possible if you need to change or cancel an appointment.
• Provide accurate information needed to help coordinate your supports (for example, contact details, important medical or safety information, and who you would like involved in your support).
• Tell us if you are unhappy with any part of our service so we can work with you to resolve it.

5. Our Responsibilities to You

We are committed to providing services that are respectful, safe and person-centred. We will:

• Listen to you, involve you in all decisions about your supports, and respect your choices.
• Explain our services, fees and any changes in clear, plain language.
• Provide services in a way that is culturally sensitive and respects your background, identity and family.
• Act in your best interests, avoid conflicts of interest and be transparent about any potential conflicts.
• Work with your other providers (with your consent) to keep your supports well coordinated and safe.
• Protect your privacy and keep your information secure, in line with our policies and the law.
• Respond to feedback and complaints fairly and within a reasonable time.

6. Cancellations and Notice Period

We understand that plans can change. To help us manage our time and continue to offer reliable services, we ask that you:

• Give us at least 2 clear business days’ notice if you need to cancel or reschedule an appointment.
• Contact us as soon as possible by phone or email if something unexpected happens and you cannot attend.
• Understand that if you cancel with less than 2 business days’ notice, or you are not available when we arrive or call at the agreed time, we may charge a cancellation fee in line with current price limits.

If we need to change or cancel an appointment with you, we will let you know as early as possible and offer a new time that suits you.

7. Privacy and Confidentiality

Your privacy and confidentiality are very important to us. We collect and store personal information only when it is needed to provide safe and effective services.

• We will explain what information we collect about you and why we need it.
• We will keep your information secure and only share it with your consent, unless we are required by law to share it (for example, if there is a serious risk to your safety or someone else’s safety).
• You can ask to access the information we hold about you and request corrections if anything is wrong or out of date.
• We will use your information to coordinate your supports, plan with you, and meet our legal and quality obligations.

8. Feedback and Complaints

Your feedback helps us improve our service. You have the right to speak up if you are unhappy or if something does not feel right.

• You can talk with us directly, call us or send an email if you have feedback, a concern or a complaint.
• You can have a family member, friend, carer or advocate help you give feedback or make a complaint.
• We will listen respectfully, take your concerns seriously and respond as quickly as we reasonably can.
• You can choose to make a complaint to an external body at any time if you do not feel comfortable raising it with us or if you are not happy with the outcome.

If you would like more information about our feedback and complaints process, please contact us and we will explain it in a way that works for you.