Client On-Boarding
How we onboard our clients
Process Map
Process Map
Related Items
Process - Step by Step
Start
- The onboarding (or intake) process begins once HWH has the resources to deliver the services required by the client as identified in the initial assessment.
- This process is very important as it helps set the standard for clear communication with the client (and their guardian/carer/family) and maintains professional customer service throughout this process to promote customer satisfaction.
- A completed and signed service agreement is required before services can start.
- All required assessments and plans should be in place ideally within three weeks of the client commencing services.
- The process is implemented through templated To-Dos
Step 1. Initial Meeting
- Discuss with the client their plans, goals and requirements.
- Inform the clients how the onboarding process works and the steps involved.
- Provide the client with an introduction pack that includes the
- Complaint policy,
- Incident policy,
- Client rights policy,
- Decision making and
- Consent policy and
- the Manage Complaints process.
- Explain and ensure the client (and/or the client's guardian/carer/family):
- knows what agreed supports or services will be provided
- is aware of their rights and responsibilities as the receiver of agreed services
- is aware of our rights and responsibilities as a provider of agreed supports or services
- knows that (with their consent) their personal information will be recorded and stored to provide services.
- Explain the need for and obtain the clients:
- consent to share their personal information
- consent for us to contact the funding body regarding the client
- consent for us to contact previous service providers or other current service providers for background information (if relevant)
- date of birth and funding client number (this allows access to the client's funding plan or part of their funding plan that is relevant).
- Explain how the client can:
- request to correct their personal information if it's not accurate
- amend or withdraw their consent if they wish.
- Take time to understand the clients:
- Individual goals and aspirations
- Individual needs and barriers
- values, beliefs and cultural needs.
- Find out what type of home support worker/carer the client would prefer to provide the proposed services.
- Their values, beliefs and culture may influence the client's preferences.
- Complete a service agreement with the client taking note of the carer preferences and the client’s individual needs.
Step 2. Assess
- Depending on the services provided, arrange for the following assessments for the client:
- Initial comprehensive health assessment
- communication assessment
- risk assessment and Work Health & Safety Assessment
- other assessments as required (e.g. functional behaviour assessment if the client is known to resort to behaviours of concern).
Step 3. Plan
- Confirm the client's needs or preferences for how services will be delivered. Record this in a service delivery schedule, E.g., preferred days and times.
- After understanding individual requirements, use the assessments to create:
- management plans required to support the client's requirements
- a client risk management plan to assist in managing identified risks.
- Encourage and support the client to complete a one-page personal profile
- a summary of the client in their own words, including their likes, dislikes, what makes a good day/bad day, and how they would like to be supported.
Step 4. Implement, monitor and review
- Monitor the services provided to the client.
- Schedule regular reviews, ideally quarterly or more often if the client's needs change.
- Revise the services provided as per schedule reviews.
End