Holistic Healthcare
0480 732 743

Service Agreements with Participants Policy and Procedure

NDIS Policies and Procedures Manual – Core Module

Document Number: CM-POL-017

Document Control

This table shows a record of significant changes to the document.

Legal Name: Holistic Healthcare Management Services
ABN: 20695058096
ACN: 695058096
Primary address/head office: 15 Agasse Way, Tapping WA 6065
Document Name: NDIS Policies and Procedures Manual – Core Module
Document Number: CM-POL-017
Approved by: Director
Date Approved: February 2026
Version No: 1.0
Comments: Initial Release of the Policies and Procedures Manual
Next Review Date: May 2026

Introduction and Purpose

Holistic Healthcare Management Services is committed to ensuring that every participant has a clear and comprehensive understanding of the supports they have chosen, the conditions attached to these supports, and how the supports will be delivered. Service agreements will be developed collaboratively with participants to reflect their needs, preferences, and circumstances, promoting transparency and mutual accountability.

This policy aligns with the NDIS Practice Standards and ensures compliance with legal, regulatory, and ethical obligations, fostering trust and clarity in the participant-provider relationship.

Scope

This policy applies to all participants engaging with Holistic Healthcare Management Services for support services, including those receiving supported independent living (SIL) in specialist disability accommodation (SDA) dwellings.

It applies to all workers involved in developing, communicating, and maintaining service agreements, including management, support staff, and external stakeholders engaged in service delivery.

Definition

Term Description
Service Agreement A document outlining the agreed supports, terms, and conditions of service provision between a participant and Holistic Healthcare Management Services.
Supported Independent Living (SIL) Assistance provided to participants with daily living tasks in shared or individual living arrangements.
Specialist Disability Accommodation (SDA) Accommodation designed for participants with high-support needs, often shared among multiple tenants.
Participant Consent The explicit agreement provided by the participant, or their representative, to the terms outlined in the service agreement.

Outcomes and Indicators

Term Description
Each participant has a clear understanding of the supports they have chosen and how they will be provided.
  • Collaboration occurs with each participant to develop a service agreement which establishes expectations, explains the supports to be delivered, and specifies any conditions attached to the delivery of supports, including why these conditions are attached.
  • Each 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 understand.
  • Where the service agreement is created in writing, each participant receives a copy of their agreement signed by the participant and the provider. Where this is not practicable, or the participant chooses not to have an agreement, a record is made of the circumstances under which the participant did not receive a copy of their agreement.
  • Where the provider delivers supported independent living supports to participants in specialist disability accommodation dwellings, documented arrangements are in place with each participant and each specialist disability accommodation provider outlining responsibilities for addressing dwelling concerns, managing conflicts, agreeing on changes to circumstances/support needs, filling vacancies in shared living, and managing behaviours of concern.
  • Service agreements set out the arrangements for providing supports to be put in place in the event of an emergency or disaster.

Guiding Principles

  • Participant-Centred Approach: Service agreements will prioritise participant preferences, needs, and goals, ensuring inclusivity and respect for individual circumstances (Indicator 1).
  • Clear Communication: Information regarding the service agreement will be communicated in the language, mode, and terms best suited to the participant’s understanding, ensuring accessibility and clarity (Indicator 2).
  • Collaborative Development: Service agreements will be developed collaboratively with participants, fostering transparency, mutual understanding, and informed decision-making (Indicator 1).
  • Compliance and Accountability: All service agreements will comply with relevant NDIS requirements, ensuring clarity on roles, responsibilities, and contingencies for emergency or disaster scenarios (Indicators 3 and 5).

Policy

Collaborative Creation of Service Agreements

Holistic Healthcare Management Services is committed to engaging participants in the collaborative development of service agreements to ensure clarity, transparency, and alignment with their needs and expectations. This process will include clearly defining the roles and responsibilities of both participants and the organisation. By establishing mutual understanding and outlining specific obligations, the service agreement becomes a valuable tool for setting expectations and fostering accountability. Additionally, the agreement will detail the scope of supports, timelines, and any conditions attached to the delivery of services. Each condition will include a justification to ensure participants fully understand the necessity and relevance of the terms outlined in the agreement (Indicator 1). This approach not only clarifies expectations but also builds trust between participants and Holistic Healthcare Management Services.

Tailored Communication for Understanding

Each participant will be provided with tailored communication that ensures they fully understand the terms, conditions, and details of their service agreement. Workers will utilise a range of communication methods, including plain language, visual aids, interpreters, and alternative formats such as braille, to meet the diverse needs of participants (Indicator 2). This inclusive approach ensures that no participant is excluded from the process due to language or accessibility barriers. By fostering understanding, the organisation empowers participants to actively engage in the planning and delivery of their supports. This also ensures that participants are fully aware of their rights, responsibilities, and the scope of services they can expect.

Formalisation and Distribution of Agreements

Service agreements will be formalised in writing whenever practicable, ensuring participants have a tangible reference for their agreed supports. Participants will receive a signed copy of the agreement, reinforcing transparency and accountability. In cases where providing a written agreement is not feasible, Holistic Healthcare Management Services will document the circumstances and maintain a record of these cases (Indicator 3). This ensures that all interactions and agreements, whether formalised in writing or not, are accounted for, safeguarding both participants and the organisation.

SIL and SDA Agreements

For participants receiving supported independent living (SIL) services in specialist disability accommodation (SDA) dwellings, the organisation will ensure service agreements address key aspects of tenancy and support provision. These agreements will outline procedures for resolving participant concerns regarding their dwelling (Indicator 4a), strategies for managing conflicts among co-tenants (Indicator 4b), clear protocols for communicating and agreeing on changes to participant circumstances or support needs (Indicator 4c), guidelines for filling vacancies in shared living arrangements ensuring participant preferences and rights are respected (Indicator 4d), and plans for managing behaviours of concern that could jeopardise tenancies (Indicator 4e). This ensures that participants living in SDA dwellings have comprehensive and equitable arrangements for their care and tenancy needs.

Emergency and Disaster Arrangements

Service agreements will include provisions for managing emergencies and disasters, ensuring the continued delivery of critical supports. These provisions will outline contingency plans, backup staffing arrangements, and communication protocols to inform participants and their support networks of any changes (Indicator 5). This proactive approach ensures that participant wellbeing remains the highest priority during unforeseen circumstances.

Procedure

Developing Service Agreements

Service agreements will be developed through a structured process involving active collaboration with participants and, where appropriate, their support networks. This process will include conducting thorough needs assessments to identify participant goals, preferences, and support requirements; clearly documenting the scope of services, timelines, and conditions including detailed explanations of any conditions attached (Indicator 1); and engaging external stakeholders such as guardians or health professionals when appropriate.

Communicating Service Agreements

Communication is critical to ensuring participants understand their service agreements. This process includes using participant-preferred communication methods such as plain language, audio recordings, visual aids, or interpreters (Indicator 2); conducting one-on-one sessions to clarify queries and ensure informed consent; and providing participants with copies of agreements in accessible formats while documenting instances where this is not practicable (Indicator 3).

SIL and SDA Agreements

For participants in Specialist Disability Accommodation (SDA) dwellings receiving Supported Independent Living (SIL) supports, service agreements will include thorough arrangements addressing complaint resolution procedures (Indicator 4a), conflict management strategies for shared living (Indicator 4b), change communication protocols for support needs (Indicator 4c), vacancy management guidelines respecting participant preferences (Indicator 4d), and behaviour management plans for behaviours of concern (Indicator 4e).

Emergency and Disaster Arrangements

Service agreements will incorporate robust contingency plans to ensure continuity of supports during emergencies or disasters, including backup resources and personnel like pre-positioned supplies and collaboration with external providers, communication protocols to inform participants and support networks (Indicator 5), and individualised contingency plans tailored to individual participant needs.

Reviewing and Updating Agreements

Service agreements will undergo regular reviews involving collaborative discussions with participants and their support networks. Updates will be made transparently when triggered by changes in participant circumstances, feedback, or external factors, with detailed documentation and communication provided to participants.

Roles and Responsibilities

Ref No Roles Responsibilities
1 Board and Senior Management
  • Compliance Oversight: Regularly reviewing service agreement policies and procedures to ensure alignment with NDIS requirements, organisational objectives, and legislative standards.
  • Resource Allocation: Providing adequate resources, such as staff training, technology, and administrative support, to facilitate effective service agreement development, implementation, and review.
  • Monitoring Effectiveness: Establishing mechanisms to monitor the efficacy of service agreements through periodic audits, participant feedback, and outcome assessments, addressing systemic issues.
  • Policy Review: Leading periodic reviews of service agreement policies to ensure they remain relevant, comprehensive, and reflective of best practices and updates.
2 Workers
  • Collaboration with Participants: Actively involving participants in developing service agreements, ensuring their needs, preferences, and goals are accurately captured and respected.
  • Clear Communication: Explaining terms, conditions, and provisions of service agreements in an understandable manner using accessible formats and methods.
  • Implementation and Monitoring: Executing agreed-upon supports as outlined in service agreements and monitoring delivery to ensure consistency and quality.
  • Documentation: Keeping detailed and accurate records of interactions, updates, and changes related to service agreements securely stored for reviews or audits.
  • Change Management: Promptly communicating updates or changes to service agreements, ensuring participants and support networks are fully informed and consulted.
3 Participants and Support Networks
  • Active Engagement: Collaborating with workers to provide input during the development and review of service agreements, ensuring they reflect specific needs and goals.
  • Feedback and Advocacy: Providing feedback on support effectiveness and raising concerns when service delivery deviates from agreed-upon terms, acting as advocates.
  • Change Communication: Informing the organisation of significant changes in circumstances, such as health, living arrangements, or support needs, to facilitate timely updates.

Record Keeping

  • Service Agreements: Comprehensive records including initial drafts, revisions, signed copies dated and authenticated by both parties, and supporting documentation such as assessments and consent forms.
  • Communication Logs: Detailed logs of interactions with participants and support networks, including dates, times, discussion details, feedback, concerns, and communication methods used.
  • SIL and SDA Documentation: Specific records for participants in SDA dwellings receiving SIL supports, outlining tenancy arrangements, conflict resolution processes, vacancy management protocols, and behaviour management plans.
  • Emergency Contingency Records: Records of contingency measures detailed in service agreements, including backup staff schedules, resource allocation plans, individualised emergency response procedures, and communication logs.

Related Documents

  • Risk Management Policy
  • Emergency and Disaster Management Policy
  • Health and Safety Guidelines
  • Participant Consent Forms

References

  • NDIS Practice Standards and Quality Indicators
  • National Disability Insurance Scheme Act 2013
  • Relevant State and Territory Legislation

Policy Review

This policy will be reviewed annually or as required to ensure it remains aligned with best practices, regulatory changes, and organisational goals. Feedback from participants, workers, and stakeholders will inform updates.