Next Steps

Getting started with our support services is easy! We are here to guide you every step of the way to ensure you receive the assistance you need. Here's how to engage with our services:

1. Initial Inquiry
   
   • Reach out to us via phone, email, or through our online contact form. Our team will be happy to answer your questions and provide information about the services we offer.

1. Eligibility Assessment
   
   • Once you’ve made contact, we’ll schedule a meeting to understand your needs and determine eligibility. This can be done in person, over the phone, or via video call, depending on your preference.

1. Personalised Support Plan
   
   • After the assessment, we’ll work with you to create a tailored support plan that meets your specific goals and needs. This plan will outline the services you’ll receive and how we will work together to achieve your objectives.

1. Getting Started
   
   • Once your support plan is in place, we’ll connect you with the appropriate support team who will assist you. You’ll have ongoing communication and check-ins to make sure everything is working smoothly.

1. Ongoing Support & Adjustments
   
   • As your needs change, we are here to provide continued support. We’ll regularly review your progress and make any necessary adjustments to your plan to ensure you’re always getting the right help at the right time.

If you’re ready to get started, or if you have more questions, don’t hesitate to contact us today. We look forward to supporting you on your journey toward independence and success!

To help provide you with the right answers to your questions, we will ask you questions. Some of those questions are in the Client Intake Form we will provide you.

If you would like us to help you with any of the forms, we can arrange a time to meet with you.

We may discuss the terms of a Service Agreement at the meeting too.

After the meeting, SOTSS will check your information you have told us to make sure we are able to help you.

If we can help, we will complete and sign a Service Agreement.

If you are happy with the terms of the Service Agreement, we will ask you to sign the Service Agreement and return it to us.

Once we both sign it, an agreement between us is formed and we will begin support planning.

Once you have signed the Service Agreement, we will undertake an assessment with you to understand your needs, strengths and goals.

You will be fully involved in the assessment and may involve an advocate, your family and any people you want in the process.

After that, we will develop a Client Support Plan.

You will be asked to sign your plan to show that you agree with it. Your plan will also be reviewed regularly to ensure it is meeting your needs. 

Matching:

We will try our best to match the right staff member to meet your needs and goals. When matching, we consider your personality, language, culture, personal preferences and skill requirements.

You have the right to:

• Respect for you human worth and dignity
• Freedom of expression, self-determination and decision-making
• Realise your potential for physical, social, emotional and intellectual development
• Full participation in society equal to other people, according to your individual and cultural needs and preferences
• Autonomy including your right to intimacy and sexual expression
• Information and support to understand and exercise your legal and human rights
• Privacy of your personal information and sensitive information
• Raise concerns and be supported to formalise complaints

We will talk to you (and any representatives, carers and family where appropriate) to ensure and promote that you make all decisions in relation to your services and supports

We provide you with enough time to make decisions that affect your life and we help you make good choices, but the choices are yours to make.

We respect your right to privacy.

We use your personal information in line with Australian Privacy laws.

Your personal information allows us to perform our work.

We may at times disclose personal information where it is necessary to provide supports or services or where it is required by law.

SOTSS protects your personal information.

You have the right to request access to the personal information that SOTSS holds about you and you can update or change personal information as required. Just let us know! 

We want to hear your feedback!

If you feel comfortable, you are encouraged to raise any feedback, concerns or complaints with us first, as this is often the best way to have your issue resolved quickly.

You can make a complaint:

• In person to the Director, Head of Support or Staff Member
• By calling us on 0403 516 094
• By emailing us at admin@sotss.com.au

You can make a complaint to the NDIS Commission by:

• Calling 1800 035 544 (free call from landlines)
• Calling the National Relay Service 133 677 (interpreters can be arranged)
• Visiting the NDIS Commission website and completing a complaint contact form: www.ndiscommission.gov.au/about/complaints

The NDIS Commission can take complaints about:

• Services or support that were not provided in a safe and respectful way
• Services and supports that were not delivered to an appropriate standard

We will resolve all complaint promptly in accordance with our Feedback and Complaints policy.