All Activ
Joining Activ Procedure
Controlled Document
PURPOSE
Activ offers a flexible process to cater to individual customer needs and preferences when gaining
access to Activ services. This procedure provides guidance on how to provide a transparent and
seamless process for Activ staff to use when supporting customers to join Activ.
SCOPE
This procedure is underpinned by Activ’s Person Centred Policy (AQuA 1969) and Service Access
Policy (AQuA 26) and is to be completed for all prospective customers seeking Activ services.
DEFINITIONS
Client Services Coordinator:
For the purpose of this document the Client Service
Coordinator is the person liaising with the customer
during the intake process. In country locations Client
Services are not available, therefore Team Leaders and
Employee Coordinators are authorised to act as Client
Services Coordinators and conduct intakes.
Funding Plan:
Quote and/or Service Contract depending on the funder.
This may refer to: Individual Commission Funding and
Service Section (ICFaSS), Plan Costing and Service
Section (PCSS), Service Contract.
Customer:
A customer is defined as a person living with disability
who receives disability support services from Activ.
Informed Decision:
Informed decision means that the customer has been
provided with all the necessary information to enable a
decision or choice to be made.
Activ:
Activ Foundation Inc.
ACTIV SERVICES PROCESS COMPLIANCE
1.
Customer Enquiries
1.1. Customer enquiries regarding Activ services can be made by a person living with a disability
or their representative.
1.2. Customer enquiries can be received by any staff at any site. If you receive an enquiry which
you are unable to manage then you can refer the enquiry to Client Services 1800 622 351.
1.3. All Activ staff are responsible for receiving and recording customer enquiries on ActivLink
Enquiry Node. If staff members receiving the enquiry do not have access to ActivLink then the
AQuA
Version: 1
Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
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Client Services Intake Form (AQuA 1613) is to be used to record a customer enquiry and then
the form is to be forwarded to [email protected] for recording on ActivLink Enquiry
node within 24 hours. Instructions on lodging an enquiry on ActivLink are available here.
1.4. When you receive the enquiry (and are not in a Client Services role):
 Thank the person for their enquiry and;
 Inform the enquirer that a Client Services Coordinator will be in touch with them within 48
hours to arrange a meeting.
1.5. Client Services will generate a report every day listing any new enquiries lodged on ActivLink.
 It is expected that country services will conduct their own intakes. Any relevant enquiries will
be sent to the Regional Team Manager or Site Manager by Client Services.
1.6. Client Services Coordinator/Regional Team will contact enquirers to provide further
information and/or to arrange an intake meeting.
2.
Customer Intake
2.1. Client Services Coordinator will arrange a meeting with the customer according to the
customer’s preferred location, time and date. The customer has choice and control as to who is
to attend the meeting.
 Customers under the age of 18 or under guardianship orders will have their parent or legal
guardian determine the preferred location, time and date, as well as, determine who is to
attend the meeting.
2.2. Client Services Coordinator will meet with the customer and complete the following forms:
 Customer Profile (AQuA 1767)
 Consent Form (AQuA 1990)
NB: the above Customer Intake forms are required to be completed for all Services. There may
be several forms and processes that would require completion that are service specific as
outlined in the section Service Commencement.
2.3. Where no service can be offered at this stage as there is no availability then the potential
customer will be waitlisted. The wait list for services will be managed by Client Services.
2.4. Where the potential customer is not eligible for any Activ services due to the Activ overarching
eligibility criteria then the customer will be exited from ActivLink by Client Services.
3.
AQuA
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Request for Services (Referral to Services)
Issue Date: 16/12/2014
Review period: 1 year
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Authoriser: CSM
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3.1. Client Services Coordinator will convert the enquiry into a customer in ActivLink and upload
forms listed above.
3.2. Client Services Coordinator creates New Customer Enquiry workflow. Work instructions for
workflow are available here.
3.3. Relevant Team Manager/Site Manager receives notification (email and in workflow) of new
referral, reviews profile on ActivLink and indicates “Approve” or “Reject” as to whether a
vacancy is available and the customer is a suitable fit. If the Team Manager/Site Manager does
not respond within 3 days the request for services will be escalated to their Senior Manager.
NB: In some cases, particularly in accommodation, it may not be possible to give a definite
answer at this stage. In these cases “Yes” can be used to indicate “further exploration
required”. If this is the case please make a note in ActivLink.
3.4. If Approved, Client Services Coordinator records in ActivLink notes and intake continues.
3.5. If Rejected, Client Services Coordinator records in ActivLink notes and exits customer from
ActivLink.
4.
Service Commencement
The following Service Commencement processes outline the steps, responsibilities and actions to
support customers joining Activ. The processes include steps for engaging and communicating with
customers and key stakeholders at various stages throughout the process. Service commencement is
primarily the responsibility of the Service; however, Client Services are available to support the
process.
4.1. ACCOMMODATION
Client Services must be involved to determine appropriate funding levels.
Process Step
Responsibility
Details/Actions
Accommodation Team
Manager
Advise Client Services of suitable vacancies to
explore.
Client Services Coordinator
and Accommodation Team
Manager/ Team Leader
In metro regions Client Services Coordinator will case
manage the intake and:
Maintain relationship with customer throughout the
service commencement stage.
Arrange visits to houses
Complete Costing
Complete all intake documentation
Ascertain/negotiate funding level.
In country regions Client Services Coordinator will:
Complete Costing
AQuA
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Issue Date: 16/12/2014
Review period: 1 year
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Ascertain/negotiate funding level
The Country Team Leader will:
Maintain relationship with customer throughout the
service commencement stage.
Arrange visits to houses
Complete all intake documentation
At least one meeting must have both Accommodation
Team Manager and customer present so they can
meet each other; they do not need to be present for
the entire meeting but may choose to be.
In all regions, Team Leader to complete customer
checklist. E.g. support plans and customer centric risk
assessment (AQuA).
If Yes
Responsibility
Accommodation Team
Manager/ Team Leader
Details/Actions
Inform customer as to the decision.
Complete new customer checklist.
Complete Activ Service Agreement (AQuA 2472),
Accommodation Service Agreement (AQuA 2473) and
any other relevant documents and upload to ActivLink.
Client Services Coordinator
Create interim funding plan to cover three month trial
period, ensure funding plan is accurate and signed by
all parties, then submit to funder.
Accommodation Team
Manager and Team Leader
Review transition into accommodation at 6 week
period and determine whether the placement has
remained appropriate.
Client Services Coordinator
Complete long term funding plan. Ensure funding plan
is accurate and signed by all parties, then submit to
funder.
If No
Responsibility
Accommodation Team
Manager
Details/Actions
Advise Client Services Coordinator of intent to end
service.
Liaise with customer as to the reasons for not
progressing with the service and gather their feedback
and consultation.
Client Services Coordinator
AQuA
Version: 1
Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
Consider any other options available within Activ.
Arrange meeting with customer to discuss possible
options. If pursuing options within Activ return to 3.1 in
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this procedure (Request for Services).
Client Services Coordinator
If considering external options, advise Options
Exploration Process team at Disability Services
Commission (DSC) and assist customer where
possible to contact other agencies. Arrange and attend
meetings as required.
4.2. ALTERNATIVES TO EMPLOYMENT/COMMUNITY/AIS/RESPITE
Process Step
Responsibility
Client Services Coordinator
Details/Actions
Liaise with Team Leader to arrange a site visit or
meeting with Customer Coordinator (AIS).
Meet the customer and answer any questions they
may have regarding services.
Team Leader/Customer
Coordinator
Identify customer wants, needs and aspirations
holistically. Team Leader advises Client Services
whether services can be delivered.
If services are NOT suitable, Client Services notifies
customer and, where possible, assists them to find
alternative options.
Team Leader (with support
from Client Services
Coordinator as required)
AQuA
Version: 1
Complete funding plan. Ensure funding plan is
accurate and signed by all parties.
Complete relevant Service Agreements and upload to
ActivLink.
Team Leader/Customer
Coordinator
Complete AIS Offer and Acceptance Agreement, AIS
Service Agreement and New Vendor Form (if
required).
Team Leader
Advise family/carer/guardian of the outcome and
proceed with planning for start date etc.
Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
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4.3. EMPLOYMENT
Responsibility
Process Step
Client Services Coordinator
(Or Client Services
Delegate in Country)
Client Services
Coordinator and/or
Employee Coordinator
Employee Coordinator
Details/Actions
Meet with customer and complete:
 Application for Employment Form (AQuA 43)
 Arrange completion/collection of any required
care plans (EG Mealtime Management Plan,
Epilepsy Plan, Personal Care Plan)
 Provides information on additional Activ
services
Upload all documents to ActivLink and return original
documentation to Employee Coordinator.
Refer the customer to the employee coordinator to
organise a site visit. Provide information on the site,
type of work and the vacancies available
Conducts interview, reference checks and offers
assistance to complete all items on Jobseeker
Information Kit (AQuA 59) EG:
 DSS Client Consent Form (AQuA 2254)
 Tax File Declaration Form
 Employee Choice of Super Fund Form (AQuA
52)
 Banking and Emergency Contacts AQuA 733)
 DWU Application Form (AQuA 225)
 Centrelink Employ Reporting Consent
 Police Check form
 Activ Service Agreement (AQuA 2472)
 Employee Information Form (AQuA 58)
 Service Contract (for 13-week probation
period)
Upload all information to ActivLink and advice Client
Services
Employee Coordinator
Place all documentation on Employee’s file for Audit
requirements.
As employee is commencing, complete:
 Letter to customer confirming position
 OSH Workplace Induction Checklist (AQuA
1677)
 Generic Induction Checklist (AQuA 57)
Please see section 4.4 below if Activ Transport is also
required to get to work.
All
AQuA
Version: 1
Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
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4.4. TRANSPORT (Bus Service)
Process Step
Responsibility
Details/Actions
Person Receiving Enquiry
Be aware that Activ Transport only provides transport
(bus service) to Activ employment sites.
Client Services Coordinator
When meeting with the customer for the initial intake
complete/provide:

Passenger Details Form (AQuA 805)

Service Recipient Registration Form Transport
Services (AQuA 2680)

Transport Services Passenger Charges

Transport Brochure
Upload all information to ActivLink
Client Services Coordinator
Lodge request for service with Transport via Enquiry
Workflow
Transport
Advise Client Services Coordinator of availability and if
available provide details of bus run via workflow
Client Services Coordinator
Liaise between Transport, Business Services and
Customer to identify traveling pattern etc
Employee Coordinator
Assist customer to complete:
Transport

Transport Service Agreement (AQuA 2471)

Centrelink Form (This must be attached to the
workflow when you submit)
Add customer and inform customer and Employee
Coordinator of start date
4.5. HOME AND COMMUNITY CARE (HACC)
Process Step
Responsibility
Client Services Coordinator
HACC Team Leader
AQuA
Version: 1
Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
Details/Actions
Any customer/family enquiring about HACC must be
directed to the Regional Assessment Service (RAS) on
1800 052 222. Inform the customer/family that HACC
eligibility is determined externally and the assessor will
refer them to an appropriate organisation if they are
eligible.
The RAS assessor makes direct contact with the
HACC Team Leader/HACC Team in order to assess
suitability for referral, availability of staff, services etc.
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HACC Team Leader
Advise RAS whether Activ has the capacity to deliver
the required service. The HACC Team Leader will then
forward the link from RAS to Client Services so that
they can contact the family to fill in required
documentation.
Client Services Coordinator
Client Services Coordinator will contact the family to
arrange an appointment to complete any required
paperwork such as secondary assessments, consent
forms, service agreement etc.
(HACC Team Leader in
Country)
Once completed, Client Services will then update
ActivLink with basic information.
4.6. RECREATION
Process Step
Responsibility
Client Services Coordinator
Recreation Officer
Client Services Coordinator
Details/Actions
Meet Customer and complete Customer Profile and
Service Agreement
If there are vacancies:
Mail out application forms and Service Agreements to
the customer.
If there are NO vacancies:
Place the customer on the waitlist and inform Client
Services.
If there are NO vacancies:
Contact customer to inform them they are on the
waitlist.
5.
Person Centred Planning
All within three months of Customer commencing, Team Leader/EC (as defined by PCP prioritisation
Flowchart) is to complete PCP including:
 One Page Profile (AQuA 2424)
 Goal Action Plan (AQuA 2283)
 Summary of Goal Setting Day (AQuA 2429)
AQuA
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Issue Date: 16/12/2014
Review period: 1 year
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Authoriser: CSM
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6.
New Customer Intake Form
The final stage of any intake is to complete the New Customer Intake Form. This workflow informs the
relevant departments within Activ of the customer’s information. It is a vital step to ensuring Activ is
paid correctly for services provided and that services are provided in line with the plan; no service
should be provided until this workflow has been completed. It is the responsibility of the Team
Leader/Employee Coordinator/AIS Coordinator to ensure this form is submitted. Details on how to
complete the online form are available here; this should be completed in conjunction with the procedure
below.
6.1. Team Leader/Employee Coordinator/AIS Coordinator creates “New Customer Intake Form”.
The attachments required vary based on the funder and region you are in:
Funder/Region
Documents Required
National Disability and Insurance Agency
(NDIA) (Swan, Kalamunda and
Service Contract, NDIA Plan, 1712
Mundaring) and (Bayswater,
Employee Commencement Advice (for
Bassendean, Chittering, Toodyay, York
Business Services)
and Northam from Jan 1st 2017)
West Australian National Disability and
Insurance Scheme - WA NDIS My Way
(Lower South West, Cockburn/ Kwinana)
and (Armadale, Murray and SerpentineJarrahdale from 1st October 2016)
DSC Traditional
(All areas not covered above)
Department of Social Services (DSS)
(All areas not covered above)
Home and Community Care (HACC)
(All areas not covered above)
Dual Signed Plan Costing and Service
Section (PCSS), My Way Plan
Dual Signed Individual Commission
Funding and Service Section (ICFaSS)
Employee Commencement Advice Form
(AQuA 1712)
No documentation required
Centrelink Form, Travelling Pattern
Transport Services
6.2. If Team Leader/Employee Coordinator/AIS Coordinator is missing information they should
contact the Client Services Coordinator who handled the intake directly as soon as possible.
Once documentation is attached submit form to Site Manager/Team Manager.
6.3. Site Manager/Team Manager approves or rejects form as required. This should be an
information/approval step for the manager, a form should only be rejected at this stage due
errors in the form/attachments. If the manager rejects the form they must provide a reason in
the comments.
AQuA
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Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
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NB: If a manager wants to stop an intake at this stage they should contact Client Services
immediately.
6.4. Approved form goes to Client Services Coordinator who checks ActivLink to ensure all
required documents have been uploaded. The Client Services Coordinator must also check
any attachments to the workflow and ensure they are accurate and services outlined are
sustainable. If correct, approve to Accounts Receivable (AR).

If details in form or attachments are incorrect or missing, reject form back to the
Manager
6.5. Accounts Receivable will create a debtor account in EBO as per the billing instructions on the
Intake Form.
6.6. Accounts Receivable will create funding details nodes in ActivLink for services requiring an
invoice to be generated –


Service Fees
o Day Fees (Accommodation, Food & Utilities, Respite etc.)
o Transport
o Recreation
o Pathways
o HACC – the funding details node for this service initiates both an invoice to the
customer and funding draw down
NDIA funded customers requiring claims
o Both ACS and Employment
6.7. AR approves form and submits to Divisional Finance (DF)
6.8. DF will log a ticket to request any relevant reference codes (for AIS/NDIA)
DF will create funding details nodes in ActivLink for services requiring funding to be draw
down
 Support Funding
o DSC Traditional
o WA NDIS My Way
 DSS Funded Employment

DF will create Financial Packages for:
Customers on AIS Management Models that are funded by DSC Traditional & WA NDIS My
Way who require a funding balance statement.
6.9. DF approves form and submits back to the originator (person who created the New Customer
intake form).
Rosters can now be created in ActivLink
AQuA
Version: 1
Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
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RELATED DOCUMENTS AND PERFORMANCE STANDARDS
Application for Employment Form (AQuA 47)
Client Profile (AQuA 1767)
Consent Form (AQuA 486/1990)
Customer Fact Sheet – Service Access
Customer Services Enquiry Form (Aqua 1613)
Job Seeker Kit (59)
NSDS Services Quality Assurance Manual (AQuA 1)
Person Centred Policy (AQuA 1969)
Service Access Policy (AQuA 26)
Overarching Service Agreement (AQuA 2472)
OSH Workplace Induction Checklist (AQuA 1677)
Employee File Audit Checklist (AQuA 2044)
One Page Profile (AQuA 2424)
Goal Action Plan (AQuA 2283)
Summary of Goal Setting Day (AQuA 2429)
Employee Information Form (AQuA 58)
Client Profile (AQuA 1767)
Accommodation Service Agreement (AQuA 2473)
Employee Commencement Advice Form (AQuA 1712)
Passenger Details Form (AQuA 805)
Transport Service Agreement (AQuA 2471)
Activlink User Manual Enquiry
Service Recipient Registration Form Transport Services (AQuA 2680)
CONSULTATION PROCESS








AQuA
Version: 1
Activ’s customers, their family and advocates.
Employee Advocacy Committee
Employee Coordinators
Executive Managers
Managers across all services
Service Advisory Committee
Team Leaders
Customer Intake Project Committee
Issue Date: 16/12/2014
Review period: 1 year
Author: CS
Authoriser: CSM
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