Policy SP0320
Equity of Access
Purpose
To ensure that all prospective and current clients have equal and fair access to the services that
Noah’s Inclusion Services can provide. Areas covered include processes for ensuring equity in
entry to services; special needs groups; referral to other services; and exit from services.
Policy Statement
Noah’s Inclusion Services provides access to services based on a client’s needs and preferences,
eligibility for the program, availability of resources, priority of need and suitability of the program.
Service decisions and provision is undertaken in an environment free from discrimination financial,
physical, sexual and emotional abuse, neglect and exploitation.
Noah’s Inclusion Services ensures equitable and appropriate access to services in the following
ways:
 A thorough assessment is made of an individual’s needs, desires and preferences, prior to
commencement and during service, to ensure the most appropriate program is identified and
offered. This includes:
o
Undertaking an initial assessment to ascertain the programs the individual is eligible
for that may best suit their needs and preferences;
o
Providing the individual with information that clearly outlines programs that are
available, the services that can be provided, how the service will be provided, the
individual’s rights and responsibilities and program cost. Information is provided in
a format that is appropriate, age related, culturally sensitive and accessible. This
includes information for individuals with special needs and from non-English
speaking backgrounds;
o
A comprehensive intake process that puts the client at the centre of decision making
supporting them to make choices from the variety of options that are available;
o
Assisting with appropriate referrals to alternate or complimentary services where
this meets the individual’s needs and preferences;
o
Ongoing assessment and review to ensure the program continues to meet the
client’s needs and preferences;
o
A structured exit process that takes into account the client’s changing needs and
preferences and ensures a seamless transition.
 Where Noah’s Inclusion Services is unable to provide part or all of a program to an individual
Noah’s Inclusion Services will identify alternate services available and support the individual
to access a service that meets their needs and preferences by assisting with relevant
referrals.
 Noah’s Inclusion Services will maintain strong links with alternate providers as well as
knowledge of community resources to ensure individuals are offered appropriate services as
required.
 Access to alternate and/or complementary services is based on the individual’s choice, need
and preferences.
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Procedure SP0320
Equity of Access
Operational Procedures
1. Ensuring Equitable Access
1.1. Requests for service and referrals may come from a variety of sources including directly
from prospective clients; families or carers; local preschools; medical practitioners; allied
health workers; government agencies; and/or other service providers.
1.2. When a request for service is received the Intake Officer and/or Team Leader will work
with the individual referring to gain enough information to ascertain which services are
best able to meet the prospective client’s needs and preferences to ensure the most
appropriate service is offered.
1.3. Noah’s Inclusion Services will not refuse service access to any person who meets the
program’s eligibility criteria. Commencement of service delivery is based on the client’s
priority of need, program guidelines, availability of a place within the relevant program and
availability of Noah’s Inclusion Services resources.
1.4. Noah’s Inclusion Services staff will support client’s choices on entry or exit from a service
in an environment free from discrimination taking into account the clients needs and
preferences.
1.5. If a client has a concern or complaint Noah’s Inclusion Services staff will follow the Policy
and Procedure Complaints ensuring the client is aware of the process and feels
comfortable in raising their concern or complaint.
1.6. Noah’s Inclusion Services staff will follow the Policy and Procedure Service Intake when
assessing prospective clients’ eligibility, needs, preferences and intake to services.
1.7. Noah’s Inclusion Services staff will follow the Policy and Procedure Exiting or Suspending
Programs when supporting a client to exit a service.
2. Where access to service is delayed
2.1. Where a place in the relevant program is not available the client will be placed on a
waiting list and the Policy and Procedure Referrals and Needs Register will be followed.
The Policy and Procedure will be explained to the client.
2.2. Where Noah’s Inclusion Services is unable to offer an immediate service to meet the
client’s needs and preferences alternate options will be explained to the client. This
includes alternate Noah’s Inclusion Services programs; services offered by other
providers; options available within the general community; and fee for service options.
3. Ensuring Equitable exit from Programs
3.1. A decision to exit a client from a service will be based on the client’s individual needs and
preferences, service suitability and available resources.
3.2. The decision to exit a service is to be discussed between the client and other involved
individuals (as appropriate) and the Team Leader.
3.3. Where it is decided that exiting the service is appropriate the Team Leader will support the
client to access alternate options that meet the individual’s needs and preferences (Refer
Policy and Procedure Exiting or Suspending Programs)
4. Supporting Access to alternate services
4.1. Noah’s Inclusion Services staff will attend relevant community forums and meetings and
maintain knowledge on alternate services that are available.
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Procedure SP0320
Equity of Access
4.2. Information on alternate services will be maintained by Noah’s Inclusion Services. The
Intake Officer and Team Leaders will keep up to date on information held and submit
updates or additional information as identified.
4.3. Noah’s Inclusion Services staff will work proactively with other service providers and
support services to ensure clients are able to access a variety of services and programs
that are able to meet their individual needs and preferences in a timely manner.
5. Ensuring Equitable Access for Special Needs Groups
5.1. Noah’s Inclusion Services recognises that some prospective or existing clients will have
special needs. These groups may be disadvantaged in accessing services and/or at-risk
due to social isolation, cultural and/or economic barriers they may experience. Staff will
provide the necessary assistance (including access to interpreters or culturally skilled
individuals) to ensure that those with special needs can access services as equally as
those without special needs. Special needs group include, but are not necessarily limited
to:
5.1.1. Aboriginal and Torres Strait Islander Communities.
5.1.2. Culturally and Linguistically Diverse Backgrounds
5.1.3. People Living in Rural and Remote Areas
5.1.4. People Financially or Socially Disadvantaged
6. Addressing barriers to equitable access
6.1. Service access is undertaken in an environment free from discrimination that views the
prospective client holistically. It is essential that barriers to equitable access are identified
and resolved to ensure all individuals have the opportunity to access a service that best
meets their individual needs and preferences. Noah’s Inclusion Services seeks to
overcome barriers to access by:
6.1.1. Working directly with the client using a person centred approach to understand the
individual’s personal needs and preferences.
6.1.2. Supporting the individual to make the decision from the range of services available as
to which best meets their needs and preferences;
6.1.3. Selecting staff from a broad range of backgrounds that are open minded and possess a
non-judgemental attitude;
6.1.4. Using targeted written, visual, audio and oral communication material and methods to
allow individuals to make an informed choice;
6.1.5. Accepting clients regardless of their ability to make a financial contribution towards the
service.
6.1.6. Offering financial subsidies or fee instalment arrangements (refer Policy and
Procedures Client Fees);
6.1.7. Using linguistic or cultural interpreters (refer Policy and Procedure Cultural
Awareness);
6.1.8. Offering culturally and spiritually sensitive programs (refer Policy and Procedure
Cultural Awareness);
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Procedure SP0320
Equity of Access
6.1.9. Ensuring staff have a strong understanding of alternative options available from within
the community or from other service providers that may be able to meet the individual’s
needs;
6.1.10. Ensuring staff understand and work within the requirements of anti-discrimination
legislation and uphold the rights of the individual.
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Policy Summary SP0320
Equity of Access
Author
Approving Authority
Document Owner
Effective date
Review date
Relevant Legislation
and Standards (used
to develop policy and
procedure)
Related Policies
Related Policies,
Procedures and
Work guides
Noah’s Inclusion Services
Noah’s Inclusion Services Board of Management and CEO
CEO
22 May 2017
22 May 2019
National Disability Service Standards – Standard 1, 2, 3, 4, 5
Disability Services Act 1993
Anti-Discrimination Act 1977
Disability Discrimination Act 1992
Privacy Act 1988
Australian Privacy Principles 2014
Children and Young Persons (Care and Protection) Act 1998
Children and Young Persons (Care and Protection) Regulation
(2000)
Client Fees
Complaints
Cultural Awareness
Exiting or Suspending Programs
Service Intake
Wait List & Needs Register
Quality References & Practices
Procedures attached:
1.
2.
3.
4.
5.
6.
Ensuring Equitable Access
Where access to service is delayed
Ensuring Equitable exit from Programs
Supporting Access to alternate services
Ensuring Equitable Access for Special Needs Groups
Addressing barriers to equitable access
Forms
Nil
Document History
Version
Effective Date
Date Superseded
1
1 May 2014
2 February 2017
2
22 May 2017
Effective 22 May 2017
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