Support Coordination Client Handbook

About this Handbook

This handbook tells you about what we do at Growth and Change PBS. It is written for our clients.

Clients are the people we support. Our clients can be of all ages and abilities. We provide Support Coordination to people who use the NDIS.

We welcome everyone and want you to feel included and respected.

This handbook tells you about:

• Our rules and policies
• How our services run
• How to solve problems

This information is written in an easy-to-read way.

Contact Us

Phone: 0401 764 049
Address: Tay Road, Woodforde
Email: admin@growthandchangepbs.com.au
Website: www.growthandchangepbs.com.au

About Growth and Change PBS

Growth and Change PBS is an NDIS-registered Support Coordination organisation. We provide this service to people who have been funded by the NDIS.

Our job is to help you:

• Understand your goals
• Build your skills and confidence
• Use your NDIS plan
• Connect you with services

We believe in respect, choice, and listening to what matters to you.

Our Values

• Support your goals and respect your choices
• Treat everyone with kindness and respect
• Follow NDIS guidelines to keep you safe
• Provide caring and supportive services
• Listen to what matters to you
• Help you build skills and become more independent

About Our Services

At Growth and Change PBS, we provide personalised, high-quality Support Coordination. We follow the NDIS Practice Standards and are here to support you to live the life you choose.

We believe everyone should have the opportunity to:

• Be listened to and treated with respect
• Access fair and inclusive supports
• Build confidence and independence
• Feel connected and included in their community

We listen to you, work alongside you, and support you to have choice and control over your services.

Types of Support Coordination

Level 1 – Support Connection
Helps you understand your NDIS plan and connect with providers. Short-term support to get your services started.

Level 2 – Support Coordination
Helps you build skills to understand and use your NDIS plan, coordinate supports, solve problems, and build your confidence and independence.

Level 3 – Specialist Support Coordination
This level is for people who have higher needs or supports.

Psychosocial Recovery Coaching
Supports people with a psychosocial disability.

How We Can Support You

• Understand your NDIS plan, funding, and available supports
• Talk about your goals, needs, and what is most important to you
• Develop and review your Participant Support Plan
• Find and connect with service providers that are right for you
• Explore housing and accommodation options
• Access daily living, personal care, and high-intensity supports
• Navigate life changes such as school, work, or living more independently
• Get involved in community, social, and recreational activities
• Access transport and travel supports
• Connect with therapy, health, and wellbeing services
• Build your skills, confidence, and independence
• Work through challenges and support you during difficult times
• Prepare for plan reviews and funding requests
• Speak with providers and the NDIS on your behalf, with your consent
• Keep your information safe, private, and well organised
• Ensure your voice is heard and your choices guide your supports

What We Don’t Do

While we help you find and organise supports, we do not provide direct, hands-on care. Our role is to guide, connect, and coordinate your services — not to deliver the supports ourselves.

Your Rights

You have rights as a client of Growth and Change PBS.

• Access to high-quality services, including qualified staff
• Saying no to services that are not right for you
• Respect
• Be accepted for who you are and treated the same as anyone else
• Stay safe
• Be given information you understand
• Be supported to make your own decisions
• Be part of your community, including work and study
• Be supported to be as independent as possible
• Speak up and be listened to
• Have a support person or advocate
• Be able to complain safely
• Have your personal information kept private
• Ask to see your information at any time

Your Responsibilities

You have these rights, no matter your age or background. It is also important to remember:

• Everyone has the same rights as you
• Treat staff and others with respect
• Use kind words and be mindful of others’ feelings
• Share the information we need so we can support you properly
• Respect other people’s privacy and keep their information safe
• Help keep our services safe for everyone
• Make safe choices when taking part in supports

About Your Human Rights

Human rights are about how people should be treated. They mean everyone is treated fairly and equally.

Your rights also mean you should feel safe and be able to make your own choices about your life.

Intake

How to start with us

You or someone who supports you can contact us to join our service. You can fill in a referral form on our website or we can email it to you.

Intake is when we ask you questions to learn about:

• Your goals
• Your life and supports
• Your needs
• Your family or carers
• How you like to communicate and if you need support or an interpreter

This helps us understand the best way to support you.

Your Personal Information

We will ask for personal information, sometimes called sensitive information. We only ask what we need to support you.

We keep your information safe and private. We only share what you have agreed to share. This is called consent.

We only share information with people who need to know and only what they need to know in order to support you.

We only ask for information we need so that we can:

• Support you well
• Follow NDIS and government rules

Why we collect this information

• Understand your needs and goals
• Create your Support Plan
• Help you connect with the right services and providers
• Know if any referrals are needed

Assessments

After intake we may need to obtain an assessment from an Allied Health Professional. An assessment helps us understand your needs and the best way to support you.

A therapist may:

• Ask questions about your goals and support needs
• Ask what support you already have
• Learn about your strengths and challenges
• Ask about your home, routine and daily life
• Ask how your disability affects you

An assessment can help identify the right supports and provide the NDIS with evidence about what funding you may need and why.

Eligibility

To receive NDIS funding, you must meet certain rules to be eligible. These may include:

• Your age
• Where you live
• Your disability and how it affects your daily life

The NDIS checks this information to decide if you can receive support.

Support Coordination is funded separately, and the NDIS decides if you need it based on your circumstances and support needs.

Support Plans & Care Plans

Everyone who uses our service has a Support Plan. Some people, but not everyone, may also need a Care Plan.

A Support Plan may include:

• Your goals
• Your support needs
• How you like to communicate
• Interests and hobbies

This plan is created with you, by us. Your voice, your choice and your goals guide the plan.

A Care Plan is different. If needed, it focuses on things such as a person’s health, medical and personal care needs.

A Care Plan might include:

• Medical information
• Mealtime plans
• Medication charts
• Who is involved and how they each care

Care Plans are created by relevant health professionals and care teams.

Updating Your Plan

We update the plan if things change for you. You should tell us about important changes such as:

• Your address or phone number
• Your caring role or care needs

If you are still supported by Growth and Change PBS, we review your support plan at least once a year.

Referral to Other Organisations

We help you explore the supports you need and connect you with services that match your goals, preferences, and NDIS funding.

With your permission, we may share your information with other services so they can contact you. This is called a referral.

You always have choice and control over who supports you. We will provide options, respect your decisions, and support you to choose providers that are right for you.

When Things Go Wrong

Missed Appointments

A No Show is when you do not attend a scheduled appointment that you have agreed to.

If we cannot contact you and we are concerned about your safety, depending on the circumstances we might:

• Call you
• Call your emergency contact
• Call the police if we are very worried about your safety

Dealing with a Loss

If someone you know dies, we can help you find support to deal with it.

• Help at home
• Someone to talk to

Feedback and Complaints

We want you to feel comfortable speaking up if something isn’t right. If you are unhappy with our service, you have the right to make a complaint.

You can make a complaint by:

• Speaking with a staff member
• Sending us a letter or email
• Using the feedback form

When you make a complaint:

• We will listen respectfully and take your concerns seriously
• We will not take it personally
• We will not treat you differently for speaking up
• We will work with you to understand what happened and how to fix it
• We will keep you updated about what we do next

You can have a support person with you if you want.

Advocacy and Other Support

An individual advocate is someone who supports you in speaking up. They may speak on your behalf.

They can:

• Listen to you
• Give you information for an informed decision
• Help you make decisions for yourself

We can assist you to find an advocate if you require one.