LAAS | Lifestyle Assistance & Accommodation Service

Qf115E Service Agreement - SIL


This Service Agreement is made for the purpose of providing agreed supports as specified herein.

Glossary of Acronyms

EL: Enhanced Lifestyles
LAAS: Lifestyle Assistance and Accommodation Service
NDIS: National Disability Insurance Scheme
NDIA: National Disability Insurance Agency
ACIA: Australian Community Industry Alliance
SIL: Supported Independent Living

Parties

The Service Agreement is for the purpose of engaging services between the following parties:

Customer/Client

OR

Customer/Client’s Representative on behalf of Customer/Client (as stated above)

AND

Enhanced Lifestyles / Lifestyle Assistance and Accommodation Service, represented by

This Service Agreement will commence on and end on This Service Agreement will remain in place for the duration of your NDIS plan. Where an NDIS plan has finished, a review has taken place and a new NDIS plan is yet to be received by the Customer/Client, this Service Agreement will remain in place for that period of time until a new NDIS plan is provided to the Customer/Client. Until such time, all terms and conditions of this Service Agreement must be abided by. When the Customer/Client receives their new NDIS plan, the Customer/Client is required to provide Enhanced Lifestyles and Lifestyles Assistance and Accommodation Service with (at a minimum) the required billing information as well as sign a new Service Agreement to ensure continuity of services.

Billing Information

Please ensure the following information is correct. All bills will be emailed unless an email address is not supplied.

The way my bills are paid is by:

Invoice attention to:

Address:

Email:

Telephone:

NDIS Details

Enhanced Lifestyles supports Customers right to privacy and as such understands that people have the right to choose which information they provide. Please be aware that if you are NDIA Agency Managed, we do require at a minimum your NDIS number, plan start and review date and your date of birth to be able to submit invoices for payment within the NDIS portal.

Please speak to one of our Customer Relations Officers if you have any concerns or require further clarification about the information required.

NDIS Number:

Plan start date:

Plan review date:

Whilst it is not compulsory EL/LAAS strongly encourages the Customer/Client to provide a copy of their NDIS plan

The Customer/Client agrees to allow EL/LAAS to discuss billing issues with NDIS on your behalf from the commencement of service provision for the duration of this agreement

The Customer/Client agrees to allow EL/LAAS to claim an establishment fee from NDIS for Customer/Clients who are new NDIS participants

The Customer/Client agrees to allow EL/LAAS on your behalf to contact the NDIS regarding your plan and permission to obtain a copy including if an appeal is required

The Customer/Client agrees to allow EL/LAAS on your behalf to contact your Plan Manager regarding your service

Plan Manager Name:

Organisation Name:

Phone Number:

Email Address:

The Customer/Client agrees to allow EL/LAAS on your behalf to contact your Support Coordinator regarding your service

Support Coordinator Name:

Organisation Name:

Phone Number:

Email Address:

Opt Out

The Customer/Client wishes to opt out of the NDIA viewing their customer file or contacting them during an audit

The Customer/Client wishes to opt out of the ACIA viewing their customer file or contacting them during an audit

Terms of Payment

 

  • EL will seek payment for their provision of supports after the Customer receives services.
  • EL will seek payment from the Customer, or representative or NDIS within 14 days of delivering the service.
  • Payment for services delivered are expected within 14 days of issuing the invoice.
  • Bank account details: BSB 035-010; Account 192333 – please enter your invoice number as the reference number to ensure payments are tracked correctly.
  • EL takes no responsibility for lost payments due to incorrectly entering payment details and reserves the right to chase up all payments if not received correctly.
  • EL reserves the right to adjust their rates as necessary, giving 14 days notice to the Customer.
  • A Service Activity report will be provide to all participants who are Self-Managed along with the invoice which details all individual charges. Plan Managed and Portal Managed participants can request a copy of their Service Activity at any time if required and request for one to be send on a fortnightly basis. Any discrepancies with the Service Activity need to be reported to the Billing Team as soon as possible

 

Schedule of Supports

 

  • The Customer’s support areas and budget allocations are documented in the budget which has been made in consultation with the Customer. This is automatically created for all NDIA Portal Managed Customers. Plan Managed and Self-Managed Customers have the opportunity to request a budget however to provide Customers with choice and control over their financial management, is not enforced by EL.
  • EL agrees to provide the Customer supports as set out in the attached budget document from the start date to the end date of the service agreement.
  • Any changes required to be made within the budget (i.e. at the Customers request or due to pricing changes) will act as changes to the schedule of supports. Funds will then be re-locked accordingly.
  • All prices are not GST inclusive (if applicable) and include the costs of providing the supports.
  • Additional expenses are the responsibility of the Customer and are not included in the cost of the supports. These costs include but are not limited to toilet paper, paper towel, gloves (please see next dot point for further information) straws and cleaning products
  • Gloves or PPE (Personal Protective Equipment) will be provided directly to Lifestyle Attendants/Support Workers and not provided to Customers. EL are responsible for the safety of employees by providing PPE and gloves plus universal precautions should be used during the delivery of supports where employees come into contact with bodily fluids. Any gloves or PPE which is requested by the Customer to be used for non-body contact supports i.e. food handling or domestic must be provided by the Customer. Customers can apply for and receive funding for gloves and PPE for Lifestyle Attendants/Support Workers within the consumables budget (core supports)
  • EL reserves the right to amend or adjust pricing schedules at any time in line with any review or changes within the NDIS pricing schedule.

 

Skills development activities

Skills development activities are provided when EL/LAAS is engaged by the Customer/Client to provide non face to face support to assist customers to effectively access services.

Any activities provided will be billed to the most appropriate support item. Skills development can include but is not limited to:/p>

  • Assisting Customer/Client to develop a plan to build their capacity within their supports
  • Clinical support plans
  • Report writing including NDIS reporting and reports required for other service providers
  • Assistance with pre-planning including collating documentation before the meeting
  • Any other activity, which is non face to face, and is requested

EL/LAAS will not charge for rostering and other administration support as per non face to face guidelines. Any skills development activities will be discussed and approved by Customer/Client prior to them being delivered and billed for.

Social and Community Participation

Social and community participation options will be available for Customers/Clients of EL/LAAS living in SIL accommodation. These may include individual or group-based activities and can assist the Customer/Client in trying and learning new things, meeting people and making new friends and getting involved with their community.

When a Customer/Client engages these services using one on one supports this will be charged for out of the Customer/Clients Core Supports as Assistance with Social and Community Participation. This will be charged at the NDIS Access Community, Social And Rec Activities - Standard - Weekday Daytime – TTP hourly rate of: $56.81

The minimum engagement for these services is one hour.

Contribution to Accommodation

As outlined in Q313 Customer/Client Contribution to Supported Independent Living Policy the Customer/Client is expected to contribute to the shared daily/monthly services and expenses for the house. These funds are used to cover shared energy, communication, maintenance, gardening, food, and other expenses as outlined in the policy.

EL/LAAS will maintain income and expenditure statements for all SIL accommodation as part of transparent accounting practices and engage an external accountant or auditor to examine the transactions on a regular basis.

Responsibilities of EL

EL/LAAS agrees to:

 

  • Once agreed, provide supports that meet the Customer/Client’s needs at the Customer/Client’s preferred times.
  • Communicate openly and honestly and in a timely manner.
  • Seek Customer/Client consent for release of personal information or involvement in any EL/LAAS managed event or activity.
  • Treat the Customer/Client with courtesy and respect.
  • Respect the Customer/Client’s rights to choice and control of their services and their dignity of risk.
  • Consult the Customer/Client on decisions about how supports are provided.
  • Assign suitable Lifestyle Attendants/Support Workers that meet the Customer/Client’s requirements were possible. (e.g. cultural diversity, interest mapping, fluent in preferred languages, matching required skills, etc.)
  • Keep the Customer/Client informed of the management of feedback and complaints.
  • Listen to the Customer/Client’s feedback and resolve in a timely manner.
  • Give the Customer/Client a minimum of 48 hours’ notice if EL/LAAS wish to end the Service Agreement. (see ‘Ending this Service Agreement’ below for more information.)
  • Protect the Customer/Client’s privacy and confidential information.
  • Provide supports in a manner consistent with all relevant laws and keep accurate records on the supports provided to the Customer/Client.
  • Provide up to date information and statements on the supports delivered to the Customer/Client as well as their budgetary position.

 

Responsibilities of Customer/Client or Representative

The Customer/Client’s representative agrees to:

 

  • Inform EL/LAAS about how they wish the supports to be delivered to meet the Customer/Client’s needs.
  • Accept responsibility for their choices and actions under dignity of risk.
  • Notify EL/LAAS for any withdrawal of consent in writing for the release of any personal information or involvement in any EL/LAAS managed event or activity.
  • Notify EL/LAAS immediately of any changes to or reviews of their NDIS Plan.
  • Minimum engagement of 1 hour of service. Where a service is less than 1 hour, 1 hour will still be charged to the Customer/Client.
  • Standard business rounding will be applied in 15-minute increments which equals 0.25.
  • Treat EL and its employees with respect and dignity.
  • Communicate with EL/LAAS if the Customer/Client has any concerns about the supports being provided.
  • Give EL/LAAS a minimum of 24 hours’ notice if the Customer/Client cannot make a scheduled appointment; and if the notice is not provided by then, EL/LAAS cancellation policy may apply.
  • Give EL/LAAS the required 14 days’ notice if the Customer/Client needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information).
  • Pay all invoices within 14 days of receiving services.

 

Teleclock

The organisation mandates the use of TeleClock and Customer/Clients are required to be compliant to assist the organisation to accurately bill Customer/Clients and maintain a transparent system that can be easily audited and identify suspicious transactions.

Reviewing the Service Agreement

This Service Agreement will be regularly reviewed to ensure that the supports being delivered are continuing to assist the Customer/Client in their daily life and achieving their goals.

These reviews will be conducted over the phone with the Customer/Client or representative and will examine their needs, budget, goals and satisfaction.

In the event changes to support and delivery of services are required these changes to the service agreement will follow process outlined below.

Changes to this Service Agreement

If changes to the supports or their delivery are required, the parties agree to discuss and review this Service Agreement. The parties agree that any changes to this Service Agreement will be communicated, discussed and agreed to by both parties.

Ending this Service Agreement

Your service agreement will end as per the end date or if your NDIS plan is extended when your new NDIS plan comes into effect. Until such time, all terms and conditions of the service agreement must be abided by.

Should the Customer/Client wish to end this Service Agreement and exit our SIL service they must give notice 14 days prior to their start date with their new service provider.

Should EL/LAAS wish to end this Service they must first give 14 days’ notice to exit under normal circumstances, unless in the case of outstanding payments when EL/LAAS can give 5 days’ notice of termination.

If either party seriously breaches this Service Agreement the requirement of notice will be waived. However, where outstanding monies are owed to EL/LAAS the Customer/Client is still required to make payment within 14 days from the end date of the service.

Feedback and Complaints

If the Customer/Client wishes to give EL/LAAS Feedback, the Customer/Client can talk to the Service Delivery Team or the appropriate manager on 8340 2000 or submit a Feedback form (secured from an EL/LAAS employee) by email or post. There are four categories of Feedback a Customer/Client can submit:

 

  • Comment
  • Suggestion
  • Complaint
  • Compliment

 

Feedback and complaints are a vital part of the process for improving the services of EL/LAAS and will be treated with deserved respect.

Contact Details

The Customer/Client (or their representative) can be contacted on:

Contact Name:

Organisation Name:

Phone (Business Hours):

Phone (After Hours):

Mobile:

Email:

Postal Address:

Emergency Contacts

Emergency Contact Person:

Emergency Contact Phone:

2nd Emergency Contact Person:

2nd Emergency Contact Phone:

Agreement Sign Off

Name of Customer/Client or name of their representative

Date

Name of authorised person EL/LAAS

Date

Leave this empty:

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Document name: Qf115E Service Agreement - SIL
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February 19, 2021 11:42 pm ACDTQf115E Service Agreement - SIL Uploaded by Meg Walker - admin@www.laas.com.au IP 125.168.64.82
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