Operations Guide

Office Information

NSW: 401/19 Roseby street, Drummoyne, 2047
QLD: Suite GD, 12 Short Street, Southport, 4215
VIC: Suite 10, 79-83 High St, Kew VIC 3101
WA: Shop 9, 7-11 Hutton Street, Osborne Park, 6017

  1. The onboarding participant will fill out an application online via “ Whatability.com.au”. This application will automatically be sent via email to the state manager. The state manager will then allocate an STL to get in contact with the onboarding participant (or the contact details provided in the quick sign up). Click here to see an example of the quick sign up. 
  2. The STL will then contact the onboarding participant to provide more details about What Ability. The STL will then see if the onboarding participant would like to organise a meet and greet with the participant. If so, the STL will book in a Meet and Greet, and create a google calendar with both the participant and STL who will be taking the meet and greet. The STL will also inform the onboarding participant about the ELMO process and create an ELMO profile. The STL will then ask for the onboarding participant to fill out all the ELMO documentation as required before the Meet and Greet. Click here to view videos on how to onboard a participant into the ELMO system.
    Timeframes for call backs are as follows:
    -1st call within 24 hours of quick sign up – IF answered but the call did not convert/complete call back with 72 hours.
    -2nd call within 24 hours of first call if not answered.
    -3rd call within 48 hours of the second call if not answered.
  1. The STL will attend the Meet and Greet at the participants home location and completing all forms with the parent if not completed prior.
  1. After the Meet and Greet the STL will then create and send out the participant service agreement on ELMO for the participant to sign/accept. NOTE: The participant can not go out on a booking without the service agreement being accepted by the participant on ELMO. If this is not possible, the service agreement will need to be signed in person, on paper or via email. This then needs to be uploaded to their ELMO profile under the “notes” section as evidence of an accepted service agreement. Click Here to see how to do this.
  1. The STL is then to create a SupportMate profile for the participant. The STL will then allocate the participant to a STL team. (Max 60 pers per team) The STL will then inform both the participant and the STL and hand over contact information.
  1. The STL will then create and book the participant’s first day out with What Ability.
  1. After the first booking, the STL will then contact the participant/family and ask how their first booking went. The STL will then ask if the participant would like more bookings.

  1. The onboarding support worker will fill out an application online via “Whatability.com.au”. This application will automatically be sent via email to the state manager. The state manager will then allocate an STL to get in contact with the onboarding support worker. Click here to see example of quick sign up
  1. The STL will then call the onboarding support worker and proceed with the “Census Call”
  1. The onboarding support worker will then start the ELMO onboarding process. Click here to see videos on how to onboard a support worker into ELMO. The onboarding support worker will need to fill out all of the onboarding forms in ELMO and the manager of the onboarding support worker will need to review and approve all the documents. There are links in the ELMO onboarding process to access all of the documents needed.
  1. The Onboarding support worker will then book in a meet and greet via “calendly”. The STL will need to check their calendly schedule on a daily basis to see if any meet and greets have been scheduled.
  1. The onboarding support worker will then come into the What Ability office and proceed with the “Meet and Greet”. Click here to view the meet and greet questions.
  1. After the meet and greet, the onboarding support worker will then need to complete the What Ability Volunteer booking, an online Induction and then there will be a face to face induction. STL’s are to book in the onboarding user for both of these.
  2. Once the onboarding support worker is approved they will then be assigned a Senior Team Lead to be their point of contact.
  1. The STL’s are to contact the TL’s who had the onboarding user for their “volunteer booking”. They are to ask the TL’s for their honest feedback about the onboarding support worker and see if they are the right fit for What Ability. At times the onboarding support worker may need more than one volunteer booking to confirm if they are the right person for the role. This is under the STL’s discretion.
  1. If successful after the Volunteer booking and What Ability support worker induction, The STL will then create the onboarding user a supportmate profile and send the login information to the onboarding support worker. The STL will also create a contract in ELMO and contact the onboarding support worker to accept the contact in ELMO. NOTE: The onboarding support worker CANNOT go out on a booking with What Ability until the contract has been accepted.
  1. The STL will then allocate the onboarding support worker to a STL team in Supportmate. (Max 60 pers per team) The STL will then advise the new support worker who their team manager is and give their contact details to both the new support worker and the STL.
  1. The STL then will book the new support worker onto their first booking. After their first booking the STL will then contact the new support worker to ask how they found their first booking and answer any questions the new support worker has.

After the booking 

  1. After the booking the support Worker will have 3 hours to submit their progress notes, kms they did during the booking and any incidents that occurred.
  1. The following day, the STL will review and approve the support workers progress notes in Supportmate and update the booking if applicable. The STL will then review the support workers timesheets where they can review how many kms the support worker is claiming for their booking. If the support worker is claiming over 100 kms for the booking the STL will look further into this and check the kms are legitimate. After this the STL will approve the timesheet. Click Here for an example on how to review progress notes and timesheets.
Meet and Greet Interview
Casual Support Worker Checklist

Team Leads/Senior Team Leads 

  1. STL’s/manager are to book in a final date for the full time support worker to come into the office and have a meeting with the offboarding support worker. In the meeting the STL/manager is to discuss the reasons for leaving What Ability and ask for feedback on anything What Ability could do better or any suggestions the offboarding support worker might have.
  1. Exit checklist:
    – Ensure the Offboarding support worker returns any items What Ability issued to the employee. (phone, laptop, credit card, car items, office keys, etc) – Delete all software logins / change passwords.
    – Redirect all emails to current employee of What Ability.
    – Change support worker/ participant teams in supportmate.
    – Issue last pay cheque and finalise all HR pay details. Delete from HR pay system.
    – Update help charts
    – Review any unfinished Rocks or projects for redirection
  1. Post job position online ( if applicable )
  1. Finalise admin and book the last day of work.
  1. STL/TL has last day of work

Casual Support Worker Offboarding 

  1. Casual Support Worker to email saying that they wish to resign and do not plan on working for What Ability in the future
  1. STL is to Inform other STL’s that the casual employee is no longer working for What Ability.
  1. Deactivate the casual employee from supportmate and ELMO general user. After pay cycle.
  1. If the offboarding support worker is leaving What Ability, STL is to call the offboarding casual support worker and inform them that they are always welcome to reach out for work in the future.

Core Documents

Acknowledgement and Information Form

Business Continuity Plan

CAR Form

CAR Form Responses

Complaints Form (Members Of Public)

Complaints Form (Members Of Public) Responses

Compliance Meeting Agenda 2022

Conflict of Interest Form

Environmental Risk Assessment Process

Generic Risk Assessment

Incident Intensity Keys

Incident Report Form

Incident Reports Register

Internal Audit Program Package

NDIS Letter Request Form

Participant Feedback Form

Participant Feedback Form Responses

What Ability Participant and Family Handbook – V2.2 August 2023

Risk Asssessed Roles

Risk Register

SSRC (VOOHC) Policy and Procedures

Support Worker Feedback Form

Support Worker Feedback Form Responses

What Ability Policies and Procedures V6.2

VIC Child Safe Standards P&P

Protocols

NSW Covid

NSW Covid Camp

QLD Covid

QLD Covid Camp

VIC Covid

VIC Covid Camp

WA Covid

WA Covid Camp

NSW Incident Protocol

QLD Incident Protocol

VIC Incident Protocol

WA Incident Protocol

Midazolam Storage Procedure

Educational

Medication Education Assessment

Medication Education Presentation

Medication Education Teacher Assessment

Medication Education Teaching Presentation

Medication Effects & Side Effects

How To

Incident Report Close Out Process

Manage Incident Close Outs

Prepare Incidents Reports For External Use

Review A Support Plan

Run A Behaviour Support Meeting

Write An NDIS Letter

How to Prepare Support Plan For Annual Review 

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