Initial Enquiry
This is the starting point when a potential NDIS participant and guardian or their support coordinator expresses interest in Empress Support Services.
It could be a phone call, email, or a form submitted through the website.
Gathering basic information such as name, contact details, and a brief overview of the participant’s needs.
Looking to enquire about Empress Support Services. Fill out the Referral form and we will send you more details about the process and or contact you for step 2.
Services we offer
Providing the potential participant with detailed information about the range of services Empress Support Services offers. This includes supported independent living, personal care, community participation, transport services and any other supports required.
Here, we share brochures, website links, or documents that outline our services. Or click here to check our services.
Want to receive our brochures? Click here to fill out the referral form or download it from our website.
Once you submit the referral or your support coordinator submits the form on your behalf, we will contact you/your coordinator to discuss further.
Meet and Greet with SC Participant
Once we know what services you are looking for and think that Empress Support Services could be your perfect match, you will still have meet and greet time to learn more about Empress Support Services.
One of our team will contact you/your coordinator and Schedule a meeting between the participant and a support coordinator.
This can be in person, over the phone, or via video call.
We discuss your goals, preferences, and any specific needs. Address initial queries and concerns.
In this meeting, we discuss the following from our end:
- Our history and what makes us your best service provider
- Personality match with participants and support workers
- Pricing guide as per ndis price guidelines
- Short notice cancellation charge by participants/ Empress Support Services
- Service agreement cancellation policy
- What you want to include in Service agreement
About Empress Support Services
For details about Empress Support Services, our specialty and background, visit our website to access information about us, our approach, services, and resources, as well as our values, mission, and background. Click to visit the Empress Support Service website.
Intro to support workers and preferences
Introducing potential support workers to the participant, including their qualifications and experience.
Gathering preferences regarding the gender, cultural background, and specific skills desired in support workers.
We will document these preferences for future reference.
Our support worker and team member members have the following:
- Valid Identity Document
- Working with Vulnerable People or working with Children check
- Working rights documents such as Passport, Visa etc
- Driving Licence
- Accreditation or certification if needed for you to support
- Insurance
- Work cover
- Relevant training and mentorships including buddys shifts
Policies and Procedures
Once we complete our meet and greet, we will present the participant with a sample of Empress Support Services’s policies and procedures.
This may include a handbook or a link to an online document.
We will cover topics such as confidentiality, privacy, and the participant’s rights and responsibilities.
This can be found in the Participant Handbook and Policy document.
Cancellation policy or termination of Support
We also Clearly explain Empress Support Services’s cancellation policy and the process for terminating support services.
Will we provide documents or links outlining the conditions under which services can be cancelled or terminated.
Complaints System
Details of the procedure for raising complaints within Empress Support Services will be provided.
Contact information of the designated person responsible for handling complaints will be shared with you.
A document or link with information on how complaints are addressed. You can find more information in our handbook.
Feedback and Questions
While we are preparing a service agreement, we want to hear more from you about what you want to add. You have a list of things to do for support workers, which will be given utmost importance, and we want to prepare the service agreement accordingly.
We encourage participants to provide feedback on services and address any questions or concerns.
We provide you with a feedback form or a link to an online feedback system.
Empress Support Services ensures that the participant feels comfortable expressing their opinions.
Communication preferences
Establishing the participant’s preferred mode of communication (e.g., phone, email, or in-person meetings). We will document this preference to ensure effective and comfortable communication between the participant and Empress Support Services.
We understand that some participants prefer to communicate through their support coordinator, and some want to communicate directly with me via text or call, which are both good communication tools. In both regards, we will inform your coordinator to keep them in the loop while we support you.
It is okay to sometimes prefer to communicate with the support coordinator. In that instance, we will want you to sign a document (Link) every time the support worker provides you with support. This is to comply with our NDIS for record keeping of every support we/the support worker provide.
Start Support Services
After the meeting, continued communications, feedback, and understanding of your schedule, NDIS plan, and support required, we prepare the service agreement and send it to you to sign through your preferred communication method.
This document outlines the specific services, goals, and terms of support.
It may include details on pricing, schedules, and any additional conditions.
Continuous communication every 3 months
After you sign the service agreement, we will support you.
We ask participants to provide initial feedback after the first shift with our support worker if there is anything we can do best. We also want to learn what you love about our support worker.
Maintain ongoing communication with the participant to address any changes in needs, concerns, or updates.
Regularly check in on the participant’s progress and adjust services as required.
Transition
Facilitating a smooth transition into Empress Support Services.
This may involve coordinating the start date, introducing support workers, and ensuring all necessary paperwork and agreements are in place.
We also provide a smooth transition from Empress Support Services to another provider or exit plan.
