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HOW WE DO IT

WHAT IS OUR GOAL IN THE LONG RUN?

OUR MISSION

At Auscare Support, we have an overriding goal that is simple:

“To help enable great futures for our clients”

We do this by trying to be the best Support Coordinators, the best, most efficient Plan Managers, and by sourcing and employing the most awesome Support Staff.

The Auscare Team is proud of our commitment to being the best at what we do. This pride is borne out of the team’s lifelong passion and dedication to helping people, either directly in the disability sector, or as a part of every day life.

OUR PROCESS

If plan management and/or support coordination is part of your NDIS plan, then the cost of those services is covered by the NDIS.

Plan management is available to all NDIS participants – you just have to ask for it!

However, not everyone is eligible for support coordination. If you’re not sure if you qualify, contact us for a chat

OUR POLICIES

Over 100 individuals are supported by our team of Support Coordinators.

Over 50 individuals are supported by the Plan Management team

Auscare Support provides 100’s of hours of Support Worker time to clients every week

We currently service ALL of NSW for Plan Management, but our core focus for Support Coordination – is SOUTH EASTERN and SOUTH WESTERN SYDNEY, as well as SOUTHERN HIGHLANDS and MID SOUTH COAST (Wollongong and Nowra)

Spread the word! The more people who find out about a Auscare Support, the more supported individuals we can help.
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RESOURCES

SUPPORT COORDINATION BROCHURE (142kb)

PLAN MANAGEMENT BROCHURE (142kb)

SUPPORT STAFF BROCHURE (144kb)

DOMESTIC ASSISTANCE BROCHURE (142kb)

TESTIMONIALS

Finally... A provider of Support Coordination with sound knowledge of their role and comprehension of how the NDIS framework operates. I can now step back into my son’s life trusting the plan we have worked so hard to achieve will be under AUSCARE’s guidance.
John Smith
Director of Business

Give us a call – its free!

COMPLAINTS

AUSCARE SUPPORT is committed to taking all complaints seriously, treating all people fairly, and completing all corrective actions in a timely manner.

Definitions: A complaint is an expression of dissatisfaction with the provision of a service, including how a previous complaint was handled, for which a response or resolution is expected.

Scope: This policy applies when participants want to submit feedback or make a complaint. This policy applies to all feedback and complaints received, regardless of the source. This policy applies to all AUSCARE SUPPORT’S representatives including key management personnel, directors, full-time workers, part-time workers, casual workers, contractors and volunteers.

Anyone can make a complaint including:

  • a participant
  • a participant’s family or guardian
  • a participant’s financial manager
  • an advocate
  • an employee
  • a community member
  • a professional
  • a member of the public.

Complaints can be made:

  • in person
  • by email
  • in writing
  • by phone
  • on the website.

Complaints help us:

  • identify problems
  • improve services
  • provide better outcomes to participants.

Complaints can be made about any part of the quality or delivery of our services such as if there is dissatisfaction:

    • with the way AUSCARE SUPPORT services are provided
    • with decisions AUSCARE SUPPORT has made
    • about the conduct of AUSCARE SUPPORT employees
    • about personal information not kept private.

Complaints can be made anonymously. Complaints can be made to AUSCARE SUPPORT or directly to the Commissioner.

Complaint monitoring

  • AUSCARE SUPPORT will monitor all complaints using a complaint register
  • the complaint register should include up-to-date progress of each complaint and whether it is currently open or closed (resolved)
  • if there is any doubt about the end resolution of a complaint, seek feedback from the person who made the complaint
  • AUSCARE SUPPORT key management personnel will regularly review the register.

Complaint records and review

Accurate information of complaints received, including decisions made, actions taken and eventual outcomes, must be recorded and kept for 7 years from the date of the complaint, which allows us to:

  • enable reviews of any complaints received
  • assist in identifying any systemic issues raised
  • allow a response to the Commissioner, if required
  • be stored securely and accessible only by the people handling the complaints.

Complaint referrals

Complaints to the Commissioner may be referred to other agencies or bodies, if needed, including:

  • non-compliance with the NDIS code of conduct
  • inappropriate or unauthorised  use of restrictive practice
  • employee screening issues e.g. if an AUSCARE SUPPORT employee was found to have a criminal history (for more information, refer to the worker screening policy) o incidents relevant to other bodies (police, consumer affairs agencies or other regulatory bodies).

Our complaints system

AUSCARE SUPPORT’s complaints system is documented and information on how to make a complaint is available to participants, their families, guardians or advocates in a way that is culturally appropriate.

AUSCARE SUPPORT works to ensure participants:

  • are aware of their right to make a complaint
  • feel empowered to make a complaint
  • are supported to make a complaint
  • are involved in the resolution process after making a complaint
  • know they won’t be adversely affected as a result of making a complaint.