Policies and Procedures

Meeting the NDIS Practice Standards

The NDIS Practice Standards create an important benchmark for providers to assess their performance, and to demonstrate how they provide high quality and safe supports and services to NDIS participants. Together with the NDIS Code of Conduct, the NDIS Practice Standards will assist NDIS participants to be aware of what quality service provision they should expect from NDIS providers

The Policies and Procedures below assist 121 Support Hunter to meet the NDIS Practice Standards

Section 1: Rights and Responsibilities

1.1 Person Centered Supports

Outcome: Each participant accesses supports that promote, uphold and respect their legal and human rights and is enabled to exercise informed choice and control. The provision of supports promotes, upholds and respects individual rights to freedom of expression, self-determination and decision-making..

1.2 Individual Values and Beliefs

Outcome: Each participant accesses supports that respect their culture, diversity, values and beliefs.

1.3 Privacy and Dignity

Outcome: Each participant accesses supports that respect and protect their dignity and right to privacy.

1.4 Independence and Informed Choice

Outcome: Each participant is supported by the provider to make informed choices, exercise control and maximise their independence relating to the supports provided.

1.5 Violence, Abuse, Neglect, Exploitation and Discrimination

Outcome: Each participant accesses supports free from violence, abuse, neglect, exploitation or discrimination.

Section 2: Provider Governance and Operational Management

2.1 Governance and Operational Management

Outcome: Each participant’s support is overseen by robust governance and operational management systems relevant (proportionate) to the size, and scale of the provider and the scope and complexity of supports delivered.

2.2 Risk Management

Outcome:  Risks to participants, workers and the provider are identified and managed

2.3 Quality Management

Outcome: Each participant benefits from a quality management system relevant and proportionate to the size and scale of the provider, which promotes continuous quality improvement of support delivery

2.4 Information Management

Outcome: Management of each participant’s information ensures that it is identifiable, accurately recorded, current and confidential. Each participant’s information is easily accessible to the participant and appropriately utilised by relevant workers.

2.5 Complaints and Feedback Management

Outcome: Each participant has knowledge of and access to the provider’s complaints management and resolution system. Complaints and other feedback made by all parties are welcomed, acknowledged, respected and well-managed.

2.6 Incident Management

Outcome: Each participant is safeguarded by the provider’s incident management system, ensuring that incidents are acknowledged, responded to, well-managed and learned from

2.7 Human Resource Management

Outcome: Each participant’s support needs are met by workers who are competent in relation to their role, hold relevant qualifications, and who have relevant expertise and experience to provide person-centred support

2.8 Continuity of Supports

Outcome: Each participant has access to timely and appropriate support without interruption.

2.9 Emergency and Disaster

Outcome: Each participant has access to timely and appropriate support without interruption.

Section 3: Provider Governance and Operational Management

3.1 Access to Supports

Outcome: Each participant accesses the most appropriate supports that meet their needs, goals and preferences.

3.2 Support Planning

Outcome: Each participant is actively involved in the development of their support plans. Support plans reflect participant needs, requirements, preferences, strengths and goals, and are regularly reviewed.

3.3 Service Agreement with Participant

Outcome: Each participant has a clear understanding of the supports they have chosen and how they will be provided

3.5 Transition to or from the Provider

Outcome: Each participant experiences a planned and co-ordinated transition to or from the provider.

Section 4: Provision of Supports – Environment

4.1 Safe Environment

Outcome: Each participant accesses supports in a safe environment that is appropriate to their needs.

4.2 Participant Money and Property

Outcome: Participant money and property is secure and each participant uses their own money and property as they determine.

4.3 Management of Medication

Outcome: Each participant requiring medication is confident their provider administers, stores and monitors the effects of their medication and works to prevent errors or incidents.

4.5 Management of Waste

Outcome: Each participant, each worker, and any other person in the home is protected from harm as a result of exposure to waste, infectious or hazardous substances generated during the delivery of supports.

4.4 Mealtime Management


Each participant requiring mealtime management receives meals that are nutritious, and of a texture that is appropriate to their individual needs, and appropriately planned, and prepared in an environment and manner that meets their individual needs and preferences, and delivered in a way that is appropriate to their individual needs and ensures that the meals are enjoyable.

Coordination of Supports Module

Support Coordination

Outcome: 121 Supports Hunter focuses on supporting our participants to build skills and direct their lives and to connect our participants to relevant providers.