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Level of Service Catalogue 2019-20
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ACTIVITY SERVICE LEVEL TARGET
Reactive activities Enquiries No defined service level - response
generally provided within 2 business
days
In-home care
[Support to people who wish to remain living independently in their own home through services such as flexible in-
home care when carers not available, assistance for daily self-care tasks, domestic house-keeping assistance and
support for social and practical needs such as paying bills etc.]
Availability 7:30 am – 4:00 pm (opening hours)
Scheduled activities Flexible respite Varies for each individual – as per
client’s support plan and Home Care
Package Level
Domestic assistance Varies for each individual – as per
client’s support plan and Home Care
Package Level
Social support (individual) Varies for each individual – as per
client’s support plan and Home Care
Package Level
Personal care Varies for each individual – as per
client’s support plan and Home Care
Package Level
Reactive activities Assessment of applications for No defined level of service –
assistance response generally provided within 3
business days
Home Assist Secure Program
[Provision of free safety related information, referrals and subsidised assistance to eligible clients unable to
undertake or pay for home modification and critical maintenance activities]
Availability 7:30 am – 4:00 pm (opening hours)
Scheduled activities Home maintenance Varies for each individual – as per
client’s support plan and Home Care
Package Level
Home modifications Varies for each individual – as per
client’s support plan and Home Care
Package Level
Reactive activities Assessment of applications for No defined level of service –
assistance response generally provided within 3
business days
Transport services
[Transport to day centre using centre buses/ vans and fee based service to transport clients to medical
appointments using volunteer drivers]
Availability 7:30 am – 4:00 pm (opening hours)
Cyclic inspections Buses/vans checklist Daily
Scheduled activities Transport to centre & medical Daily (during opening hours)
appointments
Reactive activities Transport to medical appointments Daily (during opening hours)
Page 6
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