My service provider is . . .

My service provider

When my service provider is working well

My service provider:

  • Ensures staff have the basic skills and knowledge they need in order to work effectively with me.
  • Introduces staff to me and orients them to my unique situation and what’s required.
  • Works as part of a team with other agencies, services, etc. that may also be working with me.
  • Monitors what my worker does
  • Is approachable.
  • Is accessible – and works in a transparent, fair and responsive way in commencing, providing, changing or ending services.
  • Effectively manages disputes.
  • Effectively resolves complaints (in a timely way).
  • Is always on the lookout for ways to improve the work.
  • Gives me confidence if I made a complaint to my service provider it would be dealt with appropriately (and I would not fear adverse consequences).
  • Has a philosophy of continually monitoring and improving its services.




Service Provider : Brain Injury

I’m a service coordination manager with acquired brain injury services.

What that means is that I coordinate the service for our clients which means that I often will assess clients as they are referred to our service. I’ll talk with them and their families about what their needs are and what they want from the service. We’ll recruit or roster, select our available staff who we think would be appropriate to meet that person’s needs. We’ll work out what time they need support, what they want to have happening during that time and we’ll train the staff to do that and then we’ll provide an ongoing support to the staff and to the family and the client to make sure that they are getting what they want out of the service.

We are an acquired brain injury service which means that we service specifically for people with an acquired brain injury. Many other attendant care services work with people with all manner of disabilities whether it is aged care, dementia, intellectual disability, spinal cord injury, that sort of thing. We feel that people with a brain injury have their own specific set of needs and challenges facing them and that they benefit best from having staff who are experienced working specifically with them. So, that’s what we do as we work just with people with an acquired brain injury.

Service Coordination Manages


Service provider: Spinal Cord Injury (10 mins)


Ideally what we provide is a service for our clients so they can live independently in their own home. And primarily, it’s all individualised. When they first come on board you know we sit with them and ask them how they want their service.

What is important to them, what are their goals?

So, they have full control over how we provide their service, when we provide their service and what we do. We don’t dictate to them. We allow them to meet their carers before we put them into service. So, because you’ve got to realise this is the most intimate thing you will have. What our carers and clients what they go through is probably more intimate than what you will have with your partner, you know. So you have to get along. It is very much a relationship that is built between the three of us – ParaQuad, the client and the carers.