LAAS | Lifestyle Assistance & Accommodation Service

QF115G Service Agreement - Day Options


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

Glossary of Acronyms

LAAS: Lifestyle Assistance and Accommodation Service
NDIS: National Disability Insurance Scheme
NDIA: National Disability Insurance Agency
ACIA: Australian Community Industry Alliance

Parties

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

Client

OR

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

AND

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 Client, this Service Agreement will remain in place for that period of time until a new NDIS plan is provided to the Client. Until such time, all terms and conditions of this Service Agreement must be abided by. When the Client receives their new NDIS plan, the Client is required to provide 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

LAAS supports Clients 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 Chief Operations Officer 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 LAAS strongly encourages the Client to provide a copy of their NDIS plan

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

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

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

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

Plan Manager Name:

Organisation Name:

Phone Number:

Email Address:

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

Support Coordinator Name:

Organisation Name:

Phone Number:

Email Address:

Opt Out

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

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

Terms of Payment

 

  • LAAS will seek payment for their provision of supports after the Client receives services.
  • LAAS will seek payment from the Client, 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 015625; Account 198827512 – please enter your invoice number as the reference number to ensure payments are tracked correctly.
  • LAAS 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.
  • LAAS reserves the right to adjust their rates as necessary, giving 14 days notice to the Client.
  • A Service Activity report will be provided 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

 

  • All prices are not GST inclusive (if applicable) and include the costs of providing the supports.
  • Additional expenses are the responsibility of the Client 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 Support Workers and not provided to Clients. 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 Client to be used for non-body contact supports i.e. food handling or domestic must be provided by the Version 3.2 | Owner Quality & Services QF115G NDIS SERVICE AGREEMENT Day Options Issue Date: 11/12/2019 | Review Date: 11/12/2020 5 Client. Customers can apply for and receive funding for gloves and PPE for Support Workers within the consumables budget (core supports)
  • LAAS reserves the right to amend or adjust pricing schedules at any time in line with any review or changes within the NDIS pricing schedule

 

Day Options

Ratio

Price per hour

Ratio of Clients per Support Worker, the cost of the Support Worker is divided among the Clients.

Day Options Hours are 9am – 3pm.

The days that the Client will be in attendance:

Clients must provide 24 hours notice if unable to attend Day Options.

There is a 1 week closure in July and a 3 week closure over the Christmas/New Year period.

Client Contribution Fee

The Client will also make a contribution when attending Day Options of $15 per day

Goal Setting and Review

As a part of the Day Options program the Client may specify goals related to the activities they participate in and the outcomes that they wish to achieve. The Client can specify their goals related to skills development as well as social and community participation. Progress in these areas will be tracked as a part of the Day Options program by the Support Workers.

The Clients progress will be reviewed annually to discuss progress in achieving the Clients goals and set new goals as required.

The review will also touch on the support ratio and feedback on services delivered.

Security Surveillance

The Day Options facility uses security cameras to ensure the safety of Clients. These cameras are located in common spaces only, not in any private spaces such as toilets and bathrooms.

Responsibilities of LAAS

LAAS agrees to:

 

  • Once agreed, provide supports that meet the Client’s needs at the Client’s preferred times.
  • Communicate openly and honestly and in a timely manner.
  • Seek Client consent for release of personal information or involvement in any LAAS managed event or activity.
  • Treat the Client with courtesy and respect.
  • Respect the Client’s rights to choice and control of their services and their dignity of risk.
  • Consult the Client on decisions about how supports are provided.
  • Assign suitable Support Workers that meet the Client’s requirements were possible. (e.g. cultural diversity, interest mapping, fluent in preferred languages, matching required skills, etc.)
  • Keep the Client informed of the management of feedback and complaints.
  • Listen to the Client’s feedback and resolve in a timely manner.
  • Give the Client a minimum of 48 hours’ notice if LAAS wish to end the Service Agreement. (see ‘Ending this Service Agreement’ below for more information.)
  • Protect the Client’s privacy and confidential information. Version 3.2 | Owner Quality & Services QF115G NDIS SERVICE AGREEMENT Day Options Issue Date: 11/12/2019 | Review Date: 11/12/2020 7
  • Provide supports in a manner consistent with all relevant laws and keep accurate records on the supports provided to the Client.
  • Provide up to date information and statements on the supports delivered to the Client as well as their budgetary position.

 

Responsibilities of Client or Representative

The Client’s representative agrees to:

 

  • Inform LAAS about how they wish the supports to be delivered to meet the Client’s needs.
  • Accept responsibility for their choices and actions under dignity of risk.
  • Notify LAAS for any withdrawal of consent in writing for the release of any personal information or involvement in any LAAS managed event or activity.
  • Notify 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 Client.
  • Standard business rounding will be applied in 15-minute increments which equals 0.25.
  • Treat LAAS and its employees with respect and dignity.
  • Communicate with LAAS if the Client has any concerns about the supports being provided.
  • Give LAAS a minimum of 24 hours’ notice if the Client cannot make a scheduled appointment; and if the notice is not provided by then, LAAS cancellation policy may apply.
  • Give LAAS the required 14 days’ notice if the 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.

 

Reviewing the Service Agreement

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

These reviews will be conducted over the phone with the 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 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 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 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 LAAS the Client is still required to make payment within 14 days from the end date of the service.

Feedback and Complaints

If the Client wishes to give LAAS Feedback, the Client can talk to a Senior Support Worker or the appropriate manager on 8584 6569 or submit a Feedback form (secured from an LAAS employee) by email or post. There are four categories of Feedback a Client can submit:

 

  • Comment
  • Suggestion
  • Complaint
  • Compliment

 

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

Contact Details

The 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 Client or name of their representative

Date

Name of authorised person LAAS

Date

Leave this empty:

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Document name: QF115G Service Agreement - Day Options
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