Recovery Coaching Service Agreement

What is a Service Agreement?

A service agreement outlines expectations and conditions attached to providing a service between those involved.

A service agreement in the NDIS Should include:


  • Details about how, when and where services will be provided

  • How any problems will be managed

  • Your responsibilities and your provider’s responsibilities

  • Any cancellation policies that the Service Provider has

  • How the agreement will be reviewed

  • How you or your provider may alter or end the agreement

To learn more about Service Agreements or how to use your NDIS plan check out NDIS booklet 3/3


This Service Agreement is a contract made and entered into by and between Ability Links 91 641 126 061 and the Participant or Nominated Representative listed below in delivering services associated with the National Disability Insurance Scheme.

This Service Agreement will be in effect from the date this agreement is accepted by all parties and will continue until we are notified in writing by the Participant or Nominated Representative.

To engage the services of Ability Links Pty Ltd, upon acceptance of this Service Agreement, the Participant or Nominated Representative.In these Terms, any references to “us”, “we”, “our” or “Ability Links” means Ability Links Pty Ltd ABN 91 641 126 061.This agreement comes into existence once you accept these Terms by clicking the “Submit” button below. We reserve the right to amend these Terms at any time and will notify you of the amendments. You have the right to disagree with and not accept the amendments though this may mean that we may be unable to provide the services listed in this agreement.




Participant Details


Emergency Contact


About You

We like to get to know the people we support. Some of these questions may be personal. We understand. If you do not wish to answer or feel uncomfortable you may skip them. Though us having the most up to date information about you helps us to support you better by allowing us to get a better understanding of what support you may require to achieve your goals.


Risk Plan

Home & Community


Health


Finance


Schedule of Supports

This Schedule of support is subject to review. Alterations can be made with 1 weeks notice via a reasonable adjustments form.

What is recovery?

The term ‘recovery’ is used widely throughout the mental health sector. It can have different meanings in different contexts.

The NDIA defines recovery as achieving an optimal state of personal, social and emotional wellbeing, as defined by each individual, whilst living with or recovering from a mental health condition.


What is a Psychosocial recovery coach?

From July 2020, psychosocial recovery coaches (recovery coaches) became available to support participants with psychosocial disabilities to live a full and contributing life.

Recovery coaches will support participants to take more control of their lives and to better manage the complex challenges of day-to-day living. 

Recovery coaches will work collaboratively with participants, their families, carers and other services to design, plan and implement a recovery plan, and assist with the coordination of NDIS and other supports. 

Participants will have the option of selecting a recovery coach with lived experience or a recovery coach with learnt knowledge of psychosocial disability and mental health. 


Depending on your individual goals, plan objectives and aspirations you may receive funding for these supports in your plan.


Our Support Coordination and Recovery Coaching services are fully funded within your NDIS Plan. There is no gap fee if it is included in your plan. Only some people are funded for support coordination. 

How can a Recovery Coach help me?

A Recovery Coach will support you to understand and implement the funded supports in your plan and link you to community, mainstream and other government services. A Support Coordinator will focus on supporting you to build skills and direct your life as well as connect you to providers. We help you to plan how to avoid and address barriers in your life and brainstorm ways to achieve your goals.

They assist you to negotiate with providers about what they will offer you and how much it will cost out of your plan. Recovery Coaches assist with the completion of service agreements and service bookings. They will help build your ability to exercise choice and control, to coordinate supports and access your local community.

They can also assist you in planning ahead to prepare for your plan review.

Recovery Coaches will assist you to 'optimise' your plan ensuring that you are getting the most out of your funded supports.

We charge for things that directly benefit you. This could be time on the phone, time answering emails, dealing with providers or organising your files ready for your plan review.

Though you may see us some of the time, We do a lot behind the scenes to help organise your supports and to find the best providers for you.


Travel

Being out of the office can sometimes take us away from the work we are doing. We like visiting people, though this can reduce our efficiency. When meeting people face to face we charge a maximum of 15 minutes to and from our last appointment, plus 92c per kilometer from the core budget. If this is an issue, please let us know, you are welcome to meet closer to us or in our office.


SupportLine ItemPrice/Hr
Psychosocial Recovery Coaching - Weekday Daytime
07_101_0106_6_3
$98.30
Psychosocial Recovery Coaching - Weekday Evening
07_102_0106_6_3
$108.31
Psychosocial Recovery Coaching - Weekday Night
07_103_0106_6_3
$110.31
Psychosocial Recovery Coaching - Saturday
07_104_0106_6_3
$138.33
Psychosocial Recovery Coaching - Sunday
07_105_0106_6_3
$178.36
Psychosocial Recovery Coaching - Public Holiday
07_106_0106_6_3
$218.38
Activity Based Transport
07_501_0106_6_3
As Above Hourly Rate
Provider travel - non-labour costs
01_799_0106_6_3
$0.92/Km



Privacy and Consent

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The Agreement

Ability Links agrees to:

  • Provide you with a copy of this agreement and a participant booklet via email, or on request, hand-deliver it on your next appointment.

  • Encourage and promote the involvement of family, friends and peers to be a part of my NDIS journey and respects my right to choose who, when, what capacity and level of involvement I wish them to have.

  • Respect your right to privacy and confidentiality and will only provide the minimum amount of personal details required for service to providers or government agencies once I have been given consent to do so.

  • Practice supported decision making. We will not make decisions for you; we will give you options and some possible outcomes. You can always ask for more time to read documents or ask for advice before signing this service agreement, other documents or decisions.

  • Respect Dignity of Risk Choice, supporting participants to take reasonable risks, and understands that the impeding of this right can suffocate personal growth, self-esteem and the overall quality of life. 

  • Listen to your feedback and resolve problems quickly, including you in the solution.

  • Communicate openly, honestly and promptly

  • Review the provision of supports as things change, allowing for reasonable adjustments if requested.

  • Provide supports consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013 and rules and the Australian Consumer Law.

  • Make a reasonable effort to conduct other business, work on reports or conduct non-face to face activities if a meeting is cancelled to make the most of available time. Failing this, a cancellation will be charged for the booked time.

  • Deliver the supports listed in the Schedule of Supports

  • as part of the continual improvement process, Ability Links will regularly contact every (4-6 weeks) or as agreed to ensure that services are still effective.

  • To manage any perceived or real conflicts of interest by openly declaring any relationships with providers and not accepting any inducements or gifts that are linked to referrals. 


The Participant/ Representative agrees:

  • To inform the Provider about how they wish the supports to be delivered to meet the Participant’s needs.

  • To treat the Provider with courtesy and respect and discuss any concerns about the supports being provided.

  • To provide all the relevant information required to accurately plan supports and address risks.

  • Not to include or expose Ability Links staff in illegal activities, or activities

  • That finding utilised in their NDIS plan must be spent following their plan, goals, the NDIS Act and NDIS Participant Rules.

  • Give the Provider a minimum of 24 hours notice if the Participant cannot make a scheduled appointment. If the notice is not provided by then, the Provider’s cancellation policy will apply.

  • Give the Provider the required notice if the Participant needs to end the Service Agreement (see ‘Ending this Service Agreement’ below for more information), and

  • Let the Provider know immediately if the Participant’s NDIS plan is suspended or replaced by a new NDIS plan or the Participant stops being a participant in the NDIS.


Reasonable Adjustments and Changes

This agreement may be reviewed at any time; if changes are requested, both parties must agree. We can assist you in filling out our Reasonable Adjustments form or can provide it on request.


Ending this Service Agreement

Should either Party wish to end this Service Agreement, they must give 14 days notice in writing. 

If either Party seriously breaches this Service Agreement, the requirement of notice will be waived. 


Feedback, complaints and disputes 

Ability Links welcomes your feedback and has a complaint policy to ensure that your concerns are addressed and continually improve our customer satisfaction level. If you wish to give Ability Links feedback, you can contact us on 0428269061, online via our website or email at mark@abilitylinks.online 

If your complaint or dispute is not resolved to your satisfaction, you can contact the NDISQuality and Safeguards Commission by calling 1800 035 544, visiting one of their offices in person, or visiting www.ndiscommission.gov.au further information. 

You are welcome to have an advocate present during our meetings or when dealing with the NDIS, Government Agencies or other providers. An advocate can be a trusted friend, a family member or a paid advocate. Participants and Nominees can find a list of advocates using the Disability Advocacy Finder.


Goods and services tax (GST)

For GST legislation, the Parties confirm that: 

  •  a supply of supports under this Service Agreement is a supply of one or more of the reasonable and necessary supports specified in the statement included, underNDIS Service Agreement with Ability Links Page 6 subsection 33(2) of the National Disability Insurance Scheme Act 2013 (NDIS Act), in the Participant’s NDIS plan currently in effect under section 37 of the NDIS Act.


Disclaimer

Ability Links information is provided in good faith, to the best of our knowledge and is considered correct at the time of communication. However, changes may affect this accuracy; therefore, Ability Links gives no assurance about the accuracy of any information or advice given. Ability Links does not provide any financial advice or information other than that which would reasonably be required under the NDIS plan.

Any information given by Ability Links outside of the support provisions shall be considered general in nature. Ability Links shall not be liable for any failure of or delay in the performance of this service agreement for the period that such failure or delay is;

Beyond the reasonable control of a party,

Materially affects the performance of any of its obligations under this agreement, and

 It could not reasonably have been foreseen or provided against

(e.g. Government Acts prohibiting or impeding any party from performing its respective obligations under the Service Agreement contract) or (e.g. prolonged lack of power supply).

Nothing in the Ability Links Service Agreement negates or diminishes the statutory guarantees regarding the supply of services the Participant/Carer or Nominated Representative receive under The Australian Consumer Law (Competition and Consumer Act 2010-Schedule2).

Ability Links takes in good faith the information provided by the Participant/Carer or Nominated Representative to be true and accurate, and that claims presented by Ability Links are a true reflection of goods and services provided to the participant in line with the NDIS guidelines (National Disability Insurance Scheme Act 2013).


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