Intake Process - DTC Care

How we work at DTC

Disabled woman with down syndrome smiling while using laptop with support worker

Step 1

Initial enquiry

This is the starting point when a potential NDIS participant or their support coordinator expresses interest in DTC Care's services.

It could be a phone call, email, or a form submitted through the website.

Gather basic information such as name, contact details, and a brief overview of the participant's needs.

Looking to enquire about DTC Care. Fill out the Referral form and we will send you more details about the process and or contact you for step 2.

Disabled man in wheelchair with basketball in lap smiling at camera

Step 2

Services we offer

Provide the potential participant with detailed information about the range of services DTC Care offers. This can include personal care, community participation, transport services and any other supports available.

Here we share brochures, website links, or documents that outline these services. Or click here to check our services.

Want to receive our brochures. Click here to fill out the referral form.

Once you submit the referral or your support coordinator submits the form on your behalf, we will contact you/your coordinator to discuss further.

Disabled man with down syndrome in kitchen with support worker both smiling and holding glass of orange juice

Step 3

Meet and Greet with SC/participant

Once you know what services you are looking for and think that DTC care could be your perfect match, you will still have meet and greet time to learn more about DTC Care.

Prakash, Yamuna or one of his 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.

Discuss the participant's 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 (link here)
Short notice cancellation charge by participants/ DTC Care
Service agreement cancellation policy
What you want to include in Service agreement

Photo of DTC Care founder, Prakash Bhattarai

Step 4

Detailed Intro about DTC Care, Our speciality, Background

Present a comprehensive introduction to DTC Care, highlighting the organisation's values, mission, and background.

Share success stories, testimonials, or any relevant achievements.

Provide links to the organisation's website or informational documents.

Our director Prakash Bhattarai will share his story of how he started on his own rather than continuing working as a support worker. and how he got into the support worker role and how he started Dog-friendly NDIS service provider.

Group of multicultural professionals all smiling

Step 5

Intro to support workers and preferences

Introduce potential support workers to the participant, including their qualifications and experience.

Gather preferences regarding the gender, cultural background, and specific skills desired in support workers.

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

Woman sorting through stack of documents on table

Step 6

Policies and procedures

Once we complete our meet and greet we will present the participant with (Sample of) DTC Care's policies and procedures. We will provide our website links to policies and procedures.

This may include a handbook or a link to an online document.

Cover topics such as confidentiality, privacy, and the participant's rights and responsibilities.

Click here to find Handbook and Policy document samples here.

Man using pen to go through Cancellation Policy that is on clipboard

Step 6.1

Cancellation policy or termination of Support

We also Clearly explain DTC Care's cancellation policy and the process for terminating support services.

Provide a document or link outlining the conditions under which services can be cancelled or terminated.

Young professional woman looking at laptop

Step 7

Complaints system

Detail the procedure for raising complaints within DTC Care.

Share the contact information of the designated person responsible for handling complaints.

Provide a document or link with information on how complaints are addressed. You can find more information in our handbook.

Disabled woman in wheelchair sitting at desk with support worker using laptop while smiling and talking together

Step 7.1

Feedback and Questions

While we are preparing a service agreement, we want to listen to you more of what you wanted to be added in the service agreement. You have a list of things to do for support workers which will be given utmost importance and prepared service agreement accordingly.

Encourage participants to provide feedback on services and address any questions or concerns.

Provide a feedback form or a link to an online feedback system.

Ensure that the participant feels comfortable expressing their opinions.

Illustration of wooden figures with speech bubble above their heads

Step 7.2

Communication preferences

Establish the participant's preferred mode of communication (e.g., phone, email, or in-person meetings). Document this preference to ensure effective and comfortable communication between the participant and DTC Care.

We understand that few of the participants prefer to communicate through their support coordinator. And few 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 just prefer to communicate with the support coordinator at times. In that instance, we will want you to sign a document(Link) every time you are provided support by the support worker. This is to comply with our ndis for record keeping of every support we/support worker provides.

Disabled woman with down syndrome cooking in kitchen with support worker

Step 8

Start Support Services

After the meeting and continued communications, feedback and understanding your schedule, ndis plan, support required, we prepare service agreement and send you to sign through your preferred communication method.

This document should outline the specific services, goals, and terms of support.

It may include details on pricing, schedules, and any additional conditions.

Click here for the sample agreement here.

Blind woman happily speaking with support worker while using laptop

Step 9

Continuous communication every 3 months

After you have signed the service agreement, we will start providing our support.

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 loved 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.

Disabled woman with down syndrome smiling at the camera

Step 10

Transition

Facilitate a smooth transition into DTC Care's support services.

This may involve coordinating the start date, introducing support workers, and ensuring that all necessary paperwork and agreements are in place.

We also provide a smooth transition from DTC Care to another provider or exit plan.

How we work at DTC

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