Publications

Participant’s Rights Policy

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Misconduct Policy

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Participant’s Privacy, Dignity and Confidentiality Policy

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Risk Management Framework

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Risk Management Policy

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Work Health and Safety Policy

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Feedback and Complaints Management Policy

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Incident Management Policy

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Information Management Policy

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Quality Management Framework

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Human Resource Management Policy

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Participant’s Supports Management Policy

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Medication Procedure

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Complaints Procedures

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Managing an Incident Procedure

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Reporting an Incident Procedure

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Participant’s Information, Money and Property Procedures

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Risk Management Procedure

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Hazardous Substances Procedure

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Emergency and Disaster Management (including Pandemic) Policy

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Adverse Events Plans

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Continuous Improvement Plan

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Maintaining Connection with Participant Policy

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FAQs

Do you offer services in my area?

We currently have a presence and operate within:

  • Brisbane city
  • Ipswich
  • Moreton Bay
  • Somerset
  • Toowoomba
  • South Burnett

If your area is not listed, that's fine, just ask! We may be able to support you.

Our Support Co-ordinators can offer remote services anywhere in Queensland and have a strong connection with several Correctional Centres throughout the state and the Justice Liaison team.

If you have any specific questions or would like more information about our services, feel free to reach out to us directly.

How can I or my family member access your services?

We're delighted that you're interested in accessing our services! To begin the process, you can either phone us on 0406 940 123 to speak directly with us. We will be more than happy to assist you and answer any questions you or your family member may have. Or, if you prefer, you can send an email with your queries to info@proactive-support.com.au

Our team will get in touch with you promptly to discuss your needs and guide you through the next steps. We understand that every individual's needs are unique, and we are committed to providing personalised care and support to you or your family member. Our team will work closely with you to ensure a smooth and seamless experience in accessing our services. Please don't hesitate to reach out if you require any further information or have specific requirements.

What training and qualifications do your Support Workers have?

Our support workers have loads of lived experience and/or relevant qualifications to ensure they provide the best care and assistance to our participants. Some key aspects of their training and qualifications include:

  • Formal qualifications: the majority of our support workers have obtained formal certifications and
    qualifications in relevant fields such as healthcare, social services, or disability.
  • Training: Our support workers are all trained in CPR, First Aid and Infection Control as a basic requirement.
  • Background Checks: Before they begin working every support worker must have passed a NDIS Worker
    Screening Check. For support workers who work with under-18s they must hold a Blue Card.
  • Experience: Many of our support workers have significant lived experience, worked for several years as a support worker or have experience in the healthcare or support services industry. Their practical expertise enables them to deliver compassionate and competent care to our participants.
What types of disability services do you offer?

We take pride in offering a wide range of disability services to support individuals with diverse needs and requirements. Our organisation is committed to promoting independence, inclusion, and a high quality of life for people with disabilities. Some of the key disability services we provide include:

  • Personal Care Assistance: Our dedicated support workers are trained to provide personal care assistance, such as help with bathing, dressing, grooming, and mobility support for plan-managed participants.
  • In-Home Support: We offer in-home support services, ensuring that individuals can comfortably remain in their homes while receiving the necessary care and assistance they need - for plan-managed participants.
  • Community Participation: We facilitate community engagement and participation for individuals and groups-, organising social activities, connection with local services and groups, assistance to appointments, helping with day to day activities and outings to promote social interaction and integration.
  • Respite Care: We provide respite care services, giving caregivers and family members temporary relief by taking care of their loved ones with disabilities in their own homes for plan-managed participants.
  • Support Coordination: We provide personalised support coordination services, ensuring that each individual's unique needs are assessed and addressed effectively.
  • Psychosocial Recovery Coaching: We are registered to work with you where you need that specialised support. Our psychosocial recovery coaches are qualified, trained, consistent, persistent and available to assist you when you need it.
  • Advocacy and Support: Our team advocates for the rights and needs of individuals with disabilities, ensuring they have access to the resources and services they require.

Our commitment is to provide comprehensive and compassionate support to individuals with disabilities, empowering them to lead fulfilling lives. If you have any specific questions about our disability services or would like to learn more about how we can assist you or your loved one, please don't hesitate to contact us.

How do you involve family members or advocates in supporting the participant?

At Proactive Support, we believe that family members and other advocates play a crucial role. We value their insights, knowledge, and the deep bond they share with their loved ones. Where a participant has given consent, we adopt a collaborative approach that involves family members and/or advocates in the following ways:

  • Initial Meet and Greet: We begin by having a meet and greet with the participant and their family/advocate.This allows us to gather important information about the individual's needs, preferences, and medical history. We also encourage family members to share any specific concerns or input they need to have.
  • Support Planning: Family members and advocates can collaborate to create a personalised support plan that addresses the unique requirements and aspirations of the participant. We consider their input and work together to design a plan that best meets the participant's physical, emotional, and social needs.
  • Regular Communication: We maintain open and transparent communication with family members and advocates where necessary and with the consent of the participant. Our team will provide regular updates if requested and seeks feedback on the quality of services provided.
  • Involvement in Decision Making: We involve family members and advocates in important decision-making processes at the request of the participant.
How can I report an issue or concern about the services provided?

We value feedback from our participants and take any issues or concerns seriously. If you have any problem or concern about the service provided, we encourage you to reach out to us promptly. Here's how you can report an issue:

  • Contact Us: The quickest way to report an issue is to contact our dedicated Support Team. You can call us on 0406 940 123, or you can email us at info@proactive-support.com.au
  • If you want to remain anonymous you can complete and post the Complaints Form provided in your Welcome Pack
  • Describe the Issue: When you reach out, please provide a detailed description of the issue or concern you're experiencing. Include any relevant information, such as dates, times, and the names of the individuals involved, to help us understand the situation better.
  • Privacy and Confidentiality: Rest assured that all communications regarding your issue will be treated with the utmost privacy and confidentiality. We respect your privacy and will only share information with those directly involved in resolving the matter.
  • Timely Resolution: We are committed to resolving issues promptly and effectively. Our team will work diligently to investigate the matter and provide you with a satisfactory resolution as soon as possible.
  • Feedback and Follow-up: Your feedback is valuable to us, and we appreciate the opportunity to improve our services. After the issue is resolved, we may follow up with you to ensure your satisfaction and to learn from your experience.
  • If you want to make a complaint to the NDIS follow the instructions on this page Making a complaint about a provider | NDIS Quality and Safeguards Commission (ndiscommission.gov.au)
  • To report fraud to the NDIS follow the instructions on this webpage https://www.ndis.gov.au/contact/reports-uspicious-behaviour. We believe that open communication is essential in maintaining the highest quality of service, and we are dedicated to addressing any concerns you may have. Please don't hesitate to contact us, as we are here to support you and ensure a positive experience with our services.
What training and qualifications do your Support Coordinators have?

Our Support Coordinators and Psychosocial Recovery Coaches are skilled and experienced. They undergo training and hold relevant qualifications to provide top-notch support to our participants. Some key aspects of their training and qualifications include:

  • Qualifications: All our Support Coordinators hold or are working towards formal qualifications in social work, disability services, or mental health.
  • Industry Experience: Our Support Coordinators have extensive experience in the disability or healthcare sector. They bring a deep understanding of the challenges faced by individuals with disabilities and their families, as well as the support services available.
  • Certified Support Coordination Training: Our team members undergo specialised training in SupportCoordination with external service providers.
  • Regular meetings: Our Support Co-ordinators meet together monthly to connect, collaborate and stay current.
  • Empathy and Communication Skills: Our Support Coordinators possess excellent communication skills and a high level of empathy. They understand the importance of building strong relationships with participants and empowering them to make informed decisions about their support options.
  • Person-Centred Approach: Our team is trained in the person-centred approach, which means they focus on tailoring support plans to the individual needs, preferences, and goals of our clients.
  • Ethical and Confidential Practices: Our Support Coordinators adhere to strict ethical guidelines and maintain confidentiality regarding all participant information.

We take pride in the expertise and dedication of our Support Coordinators and Psychosocial Recovery Coaches, as they play a vital role in assisting our participants to achieve their goals and access the most appropriate support services. If you have any specific questions about the qualifications or experience of our SupportCoordinators, please feel free to reach out to us.

What if I want to change service providers to Proactive Support?

That's easy!

  1. Discuss your concerns with your current provider. If you CANNOT resolve the issue with them:
  2. Contact Proactive Support and ask them to step you through the transition process OR
  3. Let your current provider know that you want to end your service agreement with them and request a date
  4. Let Proactive Support know that you will start services with them on the date you have agreed
  5. Proactive Support can help arrange the transition from the other provider and ensure all the relevant
  6. information required is transferred.
I need help! How can I get an advocate to help me?

We can help you contact an external advocate or choose one from this list:

Synapse (QLD), West End 4101
Individual and systemic advocacy for people with an acquired brain injury living in QLD
07 3137 7400 or 1800 673 074

Speaking up for You (Inc), West End 4101
Individual advocacy for all people with disability living in the Brisbane City and Moreton Bay areas
07 3255 1244

AMPARO Advocacy Inc, Gaythorne 4051
State-wide systemic advocacy and individual advocacy in the Brisbane area, helping people from diverse cultural and linguistic backgrounds
07 3354 4900

Queensland Advocacy Inc, South Brisbane 4101
Systemic advocacy for all people with disability living in Qld. Non-legal advocacy for people with disability affected by the criminal justice system. Legal services in the areas of mental health, criminal justice and guardianship and administration for people with disability
1300 130 582

ADA Australia, Geebung 4034
Aged and Disability Advocacy Australia (ADA Australia), is an independent service offering free, confidential and client-focused services including Advocacy support for aged care and community care issues, Guardianship matters, and provision of Education and Information.
1800 818 338

Sunshine Coast Citizen Advocacy Programme Inc, Woombye 4556
Citizen advocacy for people with intellectual disability living in the Sunshine Coast area
07 5442 2524
Woombye 4556

People with Disability Australia Inc Buddina, Minyama 4575
Individual advocacy for all people with disability living in the Sunshine Coast area
1800 422 015

Why Proactive Support

Commitment to Client
Well-being

Proactive Support endeavours to enhance the lives of the people we support with professionalism, family values and empathy. We encourage personal growth, independence and self-confidence.

Icon for Support Coordination

Support Coordination

We understand that every person's NDIS journey is unique. That's why we adopt a person-centred approach, focusing on your individual needs, aspirations, and preferences. Our experienced support coordinators work collaboratively with you to develop a personalised support plan that aligns with your goals, while also considering your existing support network and community resources.

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Community Access

We believe that community connection is vital to a fulfilling life. We empower individuals with disabilities to actively engage with their communities, explore new opportunities, and foster meaningful relationships. With our support, you can break down barriers, embrace life to the fullest, and be an integral part of the community.

Icon for Support Worker

Support Worker

Our team of passionate support workers make a positive difference in the lives of individuals they support. They are the heart and soul of our organisation. With dedication and empathy, they are committed to providing personalised care and support to meet their goals.