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Responsive Support Provision Policy and Procedure

NDIS Policies and Procedures Manual – Core Module

Document Number: CM-POL-018

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-018
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 providing timely, responsive, and competent supports that meet the unique needs, goals, and preferences of each participant. This policy aims to establish a robust framework for delivering evidence-informed, participant-centred care that respects individuality while maintaining safety, dignity, and independence.

By prioritising collaboration, proactive engagement, and workforce competency, this policy ensures that participants can access the most appropriate supports in alignment with their service agreements and personal goals.

Scope

This policy applies to all employees, contractors, and stakeholders involved in the delivery of supports at Holistic Healthcare Management Services. It encompasses the processes related to support delivery, collaboration with external providers, workforce selection, and competency development.

The policy is designed to ensure compliance with NDIS Practice Standards, legislative requirements, and organisational values, ensuring participants’ needs are consistently met, regardless of complexity or scope.

Definition

Term Description
Responsive Support Support that adapts promptly and competently to the participant’s evolving needs and circumstances.
Least Intrusive Options Support methods prioritising participant autonomy and independence while ensuring safety and efficacy.
Contemporary Evidence-Informed Practices Methods grounded in current research, participant feedback, and industry standards.
Collaboration Cooperative interaction with health care providers, allied health professionals, and other stakeholders to deliver integrated care.

Outcomes and Indicators

Term Description
Each participant accesses responsive, timely, competent and appropriate supports to meet their needs, desired outcomes and goals.
  • Supports are provided based on the least intrusive options, in accordance with contemporary evidence-informed practices that meet participant needs and help achieve desired outcomes.
  • For each participant (with their consent or direction and as agreed in their service agreement) links are developed and maintained by the provider through collaboration with other providers, including health care and allied health providers, to share their information, manage risks to them and meet their needs.
  • Reasonable efforts are made to involve the participant in selecting their workers, including the preferred gender of workers providing personal care supports.
  • Where a participant has specific needs which require monitoring and/or daily support, workers are appropriately trained and understand the participant’s needs and preferences.

Guiding Principles

  • Person-Centred Approach: Ensuring that all supports are planned and delivered based on the participant’s preferences, needs, and goals.
  • Dignity and Respect: Recognising the individuality of each participant, delivering services that uphold their dignity, and valuing their input.
  • Evidence-Based Methods: Employing practices supported by contemporary research and feedback to maximise effectiveness and participant outcomes.
  • Competency and Collaboration: Ensuring the workforce is well-trained and that external collaborations enhance care delivery and participant safety.

Policy

Responsive and Evidence-Informed Support

Holistic Healthcare Management Services ensures that all supports provided to participants are based on evidence-informed practices that are minimally intrusive, respectful of participant autonomy, and effective in achieving desired outcomes (Indicator 1). The organisation will continually update and refine these methods based on emerging research, participant feedback, and sector best practices. Supports will be documented in detailed support plans, ensuring clarity for participants and workers alike. Regular reviews will assess their effectiveness and adapt to participants’ evolving needs.

Collaboration with Other Providers

Collaboration is vital for delivering integrated, holistic support. Holistic Healthcare Management Services will establish links with healthcare providers, allied health professionals, and other relevant stakeholders to address participants’ needs comprehensively. With participant consent, information sharing will be facilitated to ensure continuity of care, effective risk management, and alignment with service agreements (Indicator 2). Regular meetings with collaborative partners will ensure strategies are implemented effectively and reviewed periodically to reflect participant needs.

Participant Involvement in Worker Selection

Participants will be supported in expressing their preferences for workers, including the gender of workers providing personal care. Reasonable efforts will be made to accommodate these preferences to create a comfortable, respectful, and empowering environment for participants (Indicator 3). Documentation of participant preferences will guide workforce scheduling and assignments, ensuring that supports align with their expectations.

Competent and Trained Workforce

Workers supporting participants with specific needs requiring daily assistance or monitoring will receive tailored training. Training programs will be designed to equip workers with the knowledge and skills necessary to understand participants’ conditions, preferences, and goals. Regular refresher courses and competency assessments will ensure the workforce remains adept and compliant with organisational and regulatory standards (Indicator 4). Supervisors will conduct ongoing evaluations of worker performance and seek participant feedback to ensure satisfaction with support delivery.

Procedure

Provision of Responsive and Evidence-Informed Supports

Supports will be designed and delivered to meet each participant’s unique needs, ensuring that the methods used are both effective and minimally intrusive. Workers will conduct comprehensive assessments to understand participants’ goals, preferences, and daily living requirements. These assessments will guide the development of tailored support strategies that uphold participants’ autonomy and respect their dignity while addressing safety and wellbeing concerns. Regular supervision will ensure that workers adhere to evidence-informed practices, providing them with ongoing guidance and resources to refine their approaches. Support plans will be dynamic documents that are reviewed and updated periodically to incorporate participant feedback, align with changes in regulatory requirements, and integrate advancements in evidence-based practices. This iterative process will ensure that supports remain relevant and effective over time (Indicator 1).

Collaboration with External Providers

Effective collaboration with external providers is essential for delivering holistic, integrated care that addresses the full spectrum of participant needs. The organisation will establish clear communication protocols and agreements with healthcare providers, allied health professionals, and other stakeholders. With the participant’s informed consent, relevant information will be shared securely to ensure seamless care coordination and risk management. Regular multidisciplinary meetings will be held to align strategies, address challenges, and discuss participant progress. Outcomes of these collaborations will be thoroughly documented to maintain accountability and track the effectiveness of joint efforts. Partnerships will be reviewed periodically to ensure they remain participant-focused and responsive to evolving needs (Indicator 2).

Participant Involvement in Worker Selection

Participants will have an active role in selecting workers, fostering a sense of empowerment and trust. Initial discussions will explore the participant’s preferences regarding worker attributes, such as gender, skills, and communication style. Worker profiles will be reviewed collaboratively, and any preferences will be recorded in the participant’s support plan for future reference. Reasonable adjustments, such as scheduling modifications or staff training, will be made to accommodate these preferences whenever possible. In situations where unforeseen changes occur, the organisation will promptly inform participants and work closely with them to ensure alternative arrangements align with their preferences. This transparent and inclusive approach ensures that participants feel respected and valued in all aspects of their care (Indicator 3).

Worker Training and Competency Development

Comprehensive training programs will be developed to ensure workers are equipped to meet participants’ specific needs. These programs will address both general competencies, such as communication and cultural sensitivity, and participant-specific requirements, such as managing medical conditions or providing personal care. Regular refresher courses will be provided to align with emerging evidence-based practices, regulatory updates, and participant feedback. Training sessions will include practical assessments to evaluate workers’ ability to apply their knowledge effectively in real-world scenarios. Supervisors will maintain a record of training outcomes and competencies, ensuring that workers are consistently meeting organisational and participant expectations (Indicator 4).

Roles and Responsibilities

Ref No Roles Responsibilities
1 Board and Senior Management
  • The governing body is responsible for overseeing the development, implementation, and periodic review of policies and procedures related to responsive support provision.
  • This includes ensuring compliance with NDIS standards, allocating resources for worker training, and fostering partnerships with external providers.
  • Regular monitoring of service delivery outcomes will be conducted to identify systemic issues and implement corrective actions where necessary.
  • The governing body will also ensure that participants’ voices are central to decision-making processes, reflecting the organisation’s commitment to person-centred care.
2 Workers
  • Workers play a critical role in delivering responsive, evidence-informed supports.
  • They are expected to collaborate closely with participants to develop and implement support plans that align with their needs, goals, and preferences.
  • Workers must document all relevant interactions, including participant feedback, changes in circumstances, and adjustments to support plans.
  • Additionally, they are required to attend training sessions and refresher courses to maintain their competencies and stay informed about best practices.
  • Collaboration with external providers is also a key responsibility, ensuring that participants receive coordinated and comprehensive care.
3 Participants and Support Networks
  • Participants and their support networks are encouraged to take an active role in the support planning process.
  • This includes providing input during assessments, offering feedback on service delivery, and communicating any changes in circumstances that may affect their support needs.
  • Their involvement in worker selection and ongoing collaboration with the organisation ensures that supports are tailored to their preferences and goals.
  • By fostering open communication and mutual trust, participants and their networks contribute to the success of the support provision process.

Record Keeping

  • Support Plans: Comprehensive records of all support plans will be maintained, including detailed assessments, goals, and strategies. Updates reflecting changes in circumstances, preferences, or outcomes will be documented to ensure that the plans remain relevant and effective. These records will be securely stored and readily accessible to authorised personnel.
  • Consent Records: Consent logs will capture the participant’s informed consent for information sharing, collaboration with external providers, and any adjustments to their support plans. These records will include details of the discussions that led to consent, ensuring transparency and compliance with regulatory requirements.
  • Training Records: Worker training records will include attendance, course content, and competency evaluations. These records will provide a clear picture of the workforce’s capabilities and their alignment with the organisation’s standards. Refresher training and any additional certifications will also be documented to demonstrate ongoing professional development.
  • Collaboration Logs: Detailed logs of all interactions with external providers, including meeting notes, outcomes, and follow-up actions, will be maintained. These records will ensure accountability and provide a reference for evaluating the effectiveness of collaborative efforts in meeting participant needs.

Related Documents

  • Participant Support Plans
  • Training Manuals
  • Collaboration Agreements
  • Support Delivery Guidelines

References

  • NDIS Practice Standards and Quality Indicators
  • Contemporary Evidence-Based Practice Guidelines
  • Privacy and Consent 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.