2020-21 Level of Service Catalogue

                                 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)

Volunteers
[Assessment of volunteer applications and rostering to cover centre based care and activities and transport
services]
Scheduled activities               Volunteer roster                          Daily roster published 4 weeks in
                                                                             advance
                                   Volunteer induction                       Upon commencement


                                                                                                           Page 5