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Standard Operating Procedure - Complete the Complex Support Needs Referral Form

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Standard Operating Procedure - Complete the Complex Support Needs Referral Form

This Standard Operating Procedure (SOP) will help you to complete a Complex Support Needs (CSN) Referral Form.

A Complex Support Needs Referral Form is considered the most appropriate document to capture current information and evidence to support the assessment process for the CSN Pathway. Complete this Referral Form when submitting a CSN Referral for a Participant that is identified as meeting the personal and situational factors for entry into the CSN Pathway. Ensure all questions in the form have been answered and that evidence and information to support the referral is uploaded to the Participant CRM record.

Prior to referring a Participant, ensure you refer to the Standard Operating Procedure - Referral to the Complex Support Needs Branch and determine whether the Participant meets the situational and personal factors for the CSN Pathway.

IMPORTANT: This document is to be used as a standalone work instruction for all National Delivery Planners in completing the CSN Referral Form.

1. Recent updates

Date What’s changed
June 2022 New work instruction to support the CSN Referral Form for Participants identified as requiring the Complex Support Needs Pathway. This CSN Referral Form replaces the 13 points of information required in the Interaction for Referral to CSN.

2. Checklist

Topic Checklist
Pre-requisites You have: 
* Read and understood the relevant: Standard Operating Procedure - Referral to the Complex Support Needs Branch

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Topic Checklist

  • Practice Guide - Complex Support Needs
  • Discussed the referral request with you line manager to confirm all prerequisites for entry have been completed and obtain endorsement to progress with the Referral to the CSN Pathway.

Actions

Follow the appropriate steps in this Operational Guideline to complete a CSN Participant Referral Form

  • 3.1 Overview of the CSN Referral Form
  • 3.2 Complete Section 1: Participant Details
  • 3.3 Compete Section 2: Participant Characteristics
    • 3.3.1 Children at Risk
    • 3.3.2 Family and Care Environment
    • 3.3.3 Participant Risk Indicators
    • 3.3.4 Accommodation and Housing
    • 3.3.5 Justice
    • 3.3.6 Behavioural Impacts
    • 3.3.7 Coordination of Support
  • 3.4 Complete Section 3: Confirm Referral Criteria for CSN Assessment
  • 3.5 Save and Upload the CSN Referral Form Document
  • 3.6 Complete CRM Interaction Template for CSN Assessment

Procedure

This Standard Operating Procedure will provide step by step instructions on how to complete the CSN Referral Form and provide guidance on the type of information required when referring a Participant to the CSN Pathway. This form will take around 15-20 minutes to complete and helps the CSN Operations Triage Team to make faster and more informed decisions using the information provided.

3.1 Overview of the CSN Referral Form

The Referral Form has 3 Sections:

Section 1 requires information on the Participant’s current personal and NDIS Plan details. You will be required to check the Participant’s CRM record to obtain information such as Primary Disability, location, and current planning activities.

Section 2 requires you to select the appropriate tick box options according to the Participant’s presentation and complex factors.

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Section 3: Confirmation of Referral Form Completion

Section 3 requires you to confirm all information on the CSN Referral Form has been completed, all questions responded to, and the CRM record updated in preparation for assessment.

3.1.1 Reference Numbers and Descriptions

Each question in the Referral Form has a corresponding reference number. For example, all questions in Section 1 - Participant Details (PD) are referenced as PD. This will support the CSN Operations Triage Team in providing direct support to referrers when responding to questions within the Referral Form.

3.1.2 Support and Guidance

If you require guidance to navigate the form or accessibility support to complete the form, please contact The CSN Operations Triage Team.

3.1.3 Opening and Saving the Form

The Referral Form requires you to use the Microsoft Excel Desktop Application. It is recommended you save a copy of the Form to your OneDrive or preferred location using the document header: CSN Referral Form_FirstName_Surname_DD.MM.YYYY.

3.2 Complete Section 1: Participant Details (PD)

1. Complete PD1: Referrers Name (Person Completing the Form)

Double Click in the Referrer First and Surname section and enter your name as the person completing the Referral Form.

2. Complete PD2: Date Completed

The Date Completed will automatically populate to (Today’s date). You will not have to adjust this date.

3. Complete PD3: Participant Name (as per CRM Record)

Double Click in the Participant Firs and Surname section and enter the Participant’s First Name and Surname as recorded on the CRM

4. Complete PD4: Participant Preferred Name

Double Click in the Preferred Name section and enter the Participant’s preferred first name (if different from their First Name).

5. Complete PD5: NDIS

Double Click in the NDIS # section and enter the Participant NDIS Number (Do not cut and paste from CRM). Nine numbers are required.

6. Complete PD6: Date of Birth

Double Click in the Date box and enter the Participant’s Date of Birth using the format DD/MM/YYYY.

7. Complete PD7: Location of Participant (State)

Click in the cell to the left of the arrow to activate the Drop-Down Box. From the Drop-Down List, select the State the Participant currently resides.

8. Complete PD8: Participant lives in Remote or Very Remote Area.

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Activate the Drop-Down Box and select your response. If you are unsure whether the Participant resides in a remote area, select ‘Do Not Know.’

9. PD9: Participant Primary Disability

Activate the Drop-Down Box and select the Participant Primary Disability as recorded on the Participant Record. Use the scroll bar within the drop-down list to select your response.

10. Complete PD10: Are there Secondary Disabilities Recorded on CRM?

Activate the Drop-Down Box and select your answer from ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know.’ If your response is ‘Yes,’ continue to Step 11.

11. Complete PD11: Select all Secondary Disabilities

Activate the Drop-Down Box and select all Secondary Disabilities as recorded on the Participant Record. You will be able to select up to 4 Secondary Disabilities.

12. Complete PD12: End Date of Current Plan

Enter the end date of the current Plan. Please use the DD/MM/YYYY format if the current Plan ends in less than one hundred days, please provide details on the reason the scheduled plan review has not been completed prior to Referral to the CSN Pathway in the Comments section.

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13. Complete PD 13: Are there open Activities in Progress? (i.e.: s47a, s48, s100, AAT):

Prior to referring a Participant to the CSN Pathway, it is important to identify whether there is a current review or other activity open or in progress. From the Drop-Down List in PD13, select one of the following options:

  • Participant Scheduled Plan Reassessment
  • Plan reassessment (s48)
  • Plan variation (s47a)
  • Review of a reviewable decision (s100)
  • AAT (Administrative Appeals Tribunal)
  • Escalation/Complaint
  • No Open Activities
  • Other

If there is an Open Activity, provide further details in Comments advising the circumstances for the task not being completed prior to the referral being submitted.

14. Complete PD14: Does the Participant have any support requirements for communication?

Click on the Drop-Down Box and select the appropriate response for a Participant that requires support for communication. This may include aides/equipment or interpreter support. If ‘Yes’ is selected, ensure you provide Comments on the type of support required.

15. Complete PD15: Are there any specific requirements for contact with the Participant?

Click on the Drop-Down Box and select the appropriate response. Check CRM to determine whether the Participant has any Alerts that may inform preferred contact.

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If the Participant does not have any specific requirements, select ‘Not Applicable.’ Where a Participant prefers contact through a Guardian, Family or Nominee, select ‘Yes’ and provide further details in Comments.

3.2.1 Determining Government and Mainstream Systems (GM)

A Participant may have situational complexities around their current involvement and engagement with mainstream and government systems. These systems may include:

  • Child Protection (Voluntary)
  • Child Protection Order
  • Justice Order/Corrections
  • Mental Health
  • Early Childhood Development
  • Employment
  • Aged Care
  • Education
  • Guardianship Order
  • Health
  • Housing
  • Supervised Treatment Order (STO)
  • Forensic Order
  • Youth Justice/Detention

16. Complete GM1: Identify the Participant’s current involvement in other Government Service Systems, in particular Health, Child Protection, Guardianship Orders, Mental Health, and Justice.

  • A Participant may be involved in more than one government or mainstream service system; tick all those that are applicable.

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17. Complete GM2: What are the challenges (if any) with the Participant’s involvement with Mainstream Systems:

Determine whether there are any complexities with the Participant’s current involvement with mainstream systems. These may include:

  • Participant is not connected to required mainstream supports/systems.
  • There are challenges in navigating and engaging mainstream supports.
  • The needs of the Participant are not being met by mainstream systems.

Click on all appropriate complexities with mainstream systems. Leave this section blank if there are no presenting factors linked with the engagement of these support systems.

3.2.2 Reason Participant Referred to the CSN Pathway

As the Referrer, you will have identified situational or personal complex factors that significantly impact the Participant being able to achieve their NDIS goals. There may be more than one complex factor that has resulted in the referral to the pathway.

These Situational (SF) and Personal (PF) factors may include:

  • A Risk to Self and/or Others or Property that places the Participant and/or others in danger or at risk of harm.
  • An instability of informal and/or formal support systems, a risk of breakdown or withdrawal of support including relinquishment of care.
  • Mainstream Interface/s are not meeting responsibilities or there are challenges in engaging with mainstream services.
  • Participant has difficulty engaging with Government Services, Service Providers, or other Support Systems.

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• Effectiveness of decision-making supports for the Participant are not sustainable or need to be strengthened.

  1. Select all appropriate reasons that best demonstrate the Participant’s presenting complex factors by clicking within the checkbox. Leave blank if not applicable.

3.2.3 Background Summary of Participant presenting situation

Where a Participant has been identified as requiring the CSN Pathway, it is anticipated you will have had recent engagement or communication with the Participant or their support network and have awareness of their complex situation. To assist the CSN Operations Triage Team in appropriately assessing the Participant’s situation, please provide a brief background summary. For example: • Have you completed a recent check-in or monitoring task with the Participant which identified a significant risk to the Participant, Supports, or property? • Has there been a recent breakdown in support systems/services or risk of withdrawal of support? How were you notified? • Has there been a report from a Support Coordinator or was there a recent event/s that led to the presenting situation? Is there an interaction regarding the communication recorded in CRM? • Has there been advice of the Participant requiring support to engage with appropriate mainstream or funded supports? • Has the Support Coordinator alerted you to an incident or life changing event?

  1. Complete PDBS: Provide a summary of the Participant’s personal/situational factors that have resulted in this Assessment to CSN Referral. (Maximum of 500 words)

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• In the Comments section, provide a summary of the Participant’s situation. Please limit your response to 500 words (Maximum). Indicate whether you have discussed this referral submission with your EL1/Team Leader and obtained endorsement for CSN Assessment. • Where applicable, provide details of reports or documents and interactions that will assist the CSN Triage Team in assessing a Participant’s suitability for the Complex Pathway.

3.3 Complete Section 2: Complex Factors and Participant Characteristics

Section 2 requires you to answer all questions with a ‘Yes’, ‘No’, ‘Not Applicable’ or ‘Do Not Know’ response for all seven characteristic categories. These questions identify the specific supports and characteristics of a Participant in their current environment. Each section is targeted towards capturing risk and determining the most appropriate pathway outcome for Participants with complex needs.

Categories include:

  1. Children at Risk (CR) • All children under the age of eighteen require this section to be completed. • Where a Participant is over the age of 18, ‘Not Applicable’ is required as your response. • Consider the following Practice Guides when determining risk factors for Child Participants: Children at risk of requiring accommodation outside the family home, Children living in a formal voluntary arrangement outside their family home and Children living in Statutory out of home care

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2. Family and Care Environment (FC) (for Participants of all ages)

  • Considers the impact of the presenting complexity on parents, carers, and informal support systems.
  • Identifies whether parents/carers are at risk of burnout, relationship distress and mental and physical health deterioration.
  • Considers factors that may be present for families where there are multiple family members with disability living in one household.
  • Identifies changes in school (or program) attendance or increased requests by family/carers for short term accommodation or ‘respite’.
  • Consider the Children at Risk (CR) Practice Guides when determining impact to family members and carers.

3. Risk Indicators (RI)

  • Participant Risk Indicators identifies high volume complaints, critical incidents or other factors that result in repeated plan reviews or high-cost plan expenditure that does not match the intention of the NDIS Plan.
  • Considers the Participant’s recent experiences with social hospital admission (due to crisis such as mental health, carer fatigue or burnout).
  • Identifies risk to Participant because of ineffective decision-making supports.
  • The Practice Guide Participant Critical Incident.docx (ndia.gov.au) provides further information on Participant Critical Risk.

4. Accommodation and Housing (AH)

  • Identifies risk of homelessness and impact to Participant’s disability specific support needs.
  • Determines frequency of moving due unstable living and difficulties in obtaining readily available housing to support the Participant.
  • Considers risk of relinquishment or risk of exposure to domestic violence.

5. Justice Characteristics (JC)

  • Identifies Participant engagement in the Justice System and considerations of parole or Court Order requirements.

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• Considers Participants in forensic settings and requirements of any conditions that require consideration for CSN Planning. • Further advice on Participant involvement in the Justice System can be found in Our Guidelines Justice system | NDIS.

6. Behaviour Impacts (BC)

• Identifies impact of the Participant and others due to Behaviours of Concern (BoC). • Captures information on current or required Positive Behaviour Intervention to effectively assist the Participant to achieve their NDIS Plan goals. • Identifies barriers in the Participant’s ability to engage or connect with appropriate support systems due to unaddressed behaviours; these may currently require increased funded supports of 1:1, 2:1 or higher than 2:1 supports. • Determines whether Restrictive Practices are identified and potentially unreported. • Requires details of the current Behavioural Practitioner (where applicable).

Note: Refer to the Practice Guide - Behaviour Support and Behaviours of Concern when considering your responses.

7. Coordination of Support (SC)

• Captures information on current or required Support Coordination to effectively assist the Participant achieve their NDIS Plan goals. • Identifies barriers in Participant and/or Support Coordinator engaging or connecting to appropriate support systems and services. • Requires details of a Support Coordinator or, where applicable, Psychosocial Recovery Coach.

3.3.1 Children at Risk Characteristics (Participant Under the Age of 18)

Child Participants under the age of 18 years will require this section to be completed. Click on the corresponding ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know’ checkbox to select your response. Where applicable, provide further information to support the referral in the Comments section.

Please Note: Any person over the age of eighteen will require a Not Applicable response selected for each question.

  1. Complete CR1: Is the Participant Involved in statutory Child Protection Services?
  2. Complete CR2: Is the Participant at risk of entering the Child Protection Services?

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  1. Complete CR3: Are there escalating complex and challenging behaviours that put themselves (Participant), other people or property at risk of harm or damage?

  2. Complete CR4: Does the Participant have severe and complex physical impairments, moderate to severe intellectual impairment as well as disability-related health care needs requiring high levels of 1:1 care? Note: This may include PEG feeding, continence issues, full assist/prompting with eating, dressing, and performing all personal care tasks.

  3. Complete CR5: Are high levels of service coordination are often required, across multiple service types?

  4. Complete CR6: Do any answers to the questions CR1 - CR5 pertain to multiple children in the household?

  5. If ‘Yes’ to CR6, include information on the impact to other children in the household in the Comments section.

3.3.2 Family and Care Environment Characteristics

Click on the corresponding ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know’ checkbox to select your response. Where applicable, provide further information to support the referral in the Comments section.

  1. Complete FC1: Is the Parent/Carer(s) experiencing relationship distress and/or family breakdown?

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  1. Complete FC2: Has the Parent/Carer(s) capacity to provide care diminished because of ageing, disability and/or poor physical and mental health?

  2. Complete FC3: Is the Parent/Carer experiencing social isolation due to not having a network of family and friends for support?

  3. Complete FC4: Does the Parent/Carer have limited access to appropriate services due to rural or remote location?

Note: This may include the lack of availability of appropriately qualified and approved providers/services.

  1. Complete FC5: Is the Parent/Carer(s) physical or mental health at risk of deteriorating?

  2. Complete FC6: Does the Parent/Carer have limited access to appropriate services due to rural or remote location or availability of appropriately qualified approved providers?

  3. Complete FC7: Has there been a recent change in the Participant’s school attendance?

For example, has there been an increase in non-attendance at school or school suspensions?

  1. Complete FC8: Has there been an increase in requests for the use of short-term accommodation (respite)?

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  1. Complete FC9: Are there multiple family members with disability living in the same household? Note: This does not include group home arrangements. Complexities involving group home arrangements and supported living are considered within the Accommodation and Housing Characteristics (AH)

  2. Complete FC10: Has the family had a significant change in circumstances that impacts on their ability to support the Participant in the family home? Note: This may include the death of a parent or primary carer.

  3. Complete FC11: Is the parent/carer overwhelmed by the support needs of the Participant and/or other family members (including other children), who may also have a disability or complex health needs? Note: This may include a single parent or large family with multiple disability living in the same household.

  4. Complete FC12: Does the family have siblings with or without disability and there has been expressed concern about the impact of the Participant’s support needs or behaviours on other siblings?

  5. Complete FC13: Where there are multiple family members with disability in the same household, please provide NDIS# of other family member/s (where known) in the NDIS# sections. Note: Multiple family members in one family with disability does not indicate all Participants will enter the CSN Pathway. This will indicate to CSN whether there is significant impact to the Participant and informal support systems because of multiple family members with disability living in the one home.

  6. Where applicable, provide further comments to the support the referral in the Comments section.

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3.3.3 Participant Risk Indicators

Click on the corresponding ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know’ checkbox to select your response. Where applicable, provide further information to support the referral in the Comments section.

  1. Complete RI1: Is the current NDIS Plan over utilised due to a positive behaviour plan funded but not developed or implemented by a Positive Behaviour Support Practitioner?
  2. Complete RI2: Is the current NDIS Plan over utilised due to the plan expenditure not matching the intention of the plan?

Note: There may be an indication or alert that the Plan expenditure is not supporting Participant goals and objectives. 3. Complete RI3: Have there been repeated requests for unscheduled plan reassessments? 4. Complete RI4: Have there been a high volume of complaints and/or escalations? 5. Complete RI5: Are there a high volume of Participant Critical Incident (PCI) reports? 6. Complete RI6: Has the Participant experienced repeated social admissions to hospital? 7. Complete RI7: Are the current decision making supports not sustainable and/or require strengthening?

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Note: There may be a need for exploration into an appointed Guardian.

  1. Complete RI8: Does the Participant require an appointed decision maker?
  2. Complete RI9: Are the decision-making supports acting in the best interests of the Participant?
  3. Where applicable, provide further details in the Comments section.

3.3.4 Accommodation and Housing Characteristics

Click on the corresponding ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know’ checkbox to select your response. Where applicable, provide further information to support the referral in the Comments section.

  1. Complete AH1: Is the Participant homeless or at risk of homelessness?

  2. Complete AH2: Is there a lack of adequate and readily available housing and supports available to the Participant?

  3. Complete AH3: Has there been a recent or unexpected loss of a primary carer or guardian placing the Participant’s living situation at risk because there are no known alternative care options?

  4. Complete AH4: Is there a risk of exposure to domestic violence?

  5. Complete AH5: Does the Participant live in unconventional accommodation such as sleeping rough or in improvised dwellings?

  6. Complete AH6: Does the Participant frequently move from one shelter to another?

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Note: This may include the Participant residing in emergency accommodation, ‘couch surfing’ or is living in accommodation that falls below minimum community standards, such as boarding houses and caravan parks). 7. Complete AH7: Is there is an identified risk of relinquishment in the Participant’s current living/accommodation setting? 8. Where applicable, provide further comments to support the referral in the Comments section.

3.3.5 Justice Characteristics

Click on the corresponding ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know’ checkbox to select your response. Where applicable, provide further information to support the referral in the Comments section.

  1. Complete JC1: Is the Participant in a correctional facility, prison, or youth detention centre?
  2. Complete JC2: Is the Participant currently residing in a forensic justice facility or secure setting?
  3. Complete JC3: Is the Participant on remand, applying for bail or eligible for parole?
  4. Complete JC4: Is the Participant in the community and on bail, probation, parole and/or on a Court Order? If ‘Yes’, advise the type of order in the Comments section.

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5. Complete JC5: Does the Participant have a post sentence Order?

Note: This may include restrictions on their movements and/or other requirements, for example drug testing, attending prescribed treatment.

6. Complete JC6: Is there a lack of clarity and/or agreement over funding responsibility (between Justice Interface and NDIA)?

7. Include details of Court Orders or Conditions in the Comments section where you answered ‘Yes’ in JC4.

3.3.6 Behaviour Impacts and Characteristics

As described in the Practice Guide - Positive Behaviour Support, Behaviours of Concern, also known as challenging behaviours, refer to a wide range of behaviours of an intensity, frequency or persistence that threatens the quality of life, physical safety of the individual and/or others and generally results in limiting access to the community.

Behaviours of Concern can be any behaviour that results in an adverse impact on the person’s quality of life. This may include:

  • physical or verbal aggression.
  • property damage.
  • inappropriate sexual behaviour.
  • disinhibited and impulsive behaviour.
  • self-injurious behaviour also referred to as self-harm. It differs with each person and can include head banging, picking, and hitting. This behaviour may not be an attempt to cause harm.

Where Behaviours of Concern are identified as a factor for referral to the pathway, additional information is required to determine the impact of challenging behaviours to the Participant and support systems. Click on the corresponding ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know’ checkbox to select your response. Where applicable, provide further information to support the referral in the Comments section.

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  1. Complete BC1: Is the Participant and/or others at risk due to Behaviours of Concern (BoC)?

  2. Complete BC2: Is the Participant engaged with a Positive Behaviour Support Practitioner (PBSP)?

  3. BC3: If ‘Yes’ to Behaviour Support Practitioner in BC2, please provide details of Service Provider and best contact for CSN engagement. This information will inform the CSN Planner of the most appropriate contact to engage with when assessing the Participant’s situation and support needs for Complex Planning and Positive Behaviour Intervention.

  4. Complete BC4: Is there an effective Positive Behaviour Support Plan (PBSP) in place?

  5. Complete BC5: Are there Restrictive Practices identified but not reported or regulated?

  6. Complete BC6: Are the Participant supporters trained in Positive Behaviour Support Strategies or interventions?

  7. Complete BC7: Are the Positive Behaviour Support Practitioner/Providers and Support Coordinator/Services all working together to implement or review Positive Behaviour Support Plan strategies as required?

  8. Complete BC8: Are there multiple service systems engaged or are systems required to be engaged to address presenting behaviours?

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  1. Complete BC9: Is there an immediate risk of breakdown in formal and informal supports due to presenting behaviour?

  2. Complete BC10: Has there been a change in the Participant’s Behaviours of Concern within the last 6 months?

  3. Complete BC11: Has there been an escalation/change in the Participant’s behaviour that requires more intensive support?

  4. Complete BC12: Are supports funded at 1:1 to manage Behaviours of Concern?

  5. Complete BC13: Are supports funded at 2:1 to manage Behaviours of Concern?

  6. Complete BC14: Are supports funded higher than 2:1 to manage Behaviours of Concern?

  7. Complete BC15: Is the Participant in hospital or detained in a secure Mental Health Facility due to complex psychosocial presentation?

  8. Complete BC16: Does the Participant have a history of disengagement from supports/services for extended periods of time?

  9. Complete BC17: Has the Participant become disengaged and refuses Agency and/or Support Coordinator contact?

  10. Where applicable, provide further comments to support the referral in the Comments section.

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Coordination of Support Characteristics

Click on the corresponding ‘Yes,’ ‘No,’ ‘Not Applicable’ or ‘Do Not Know’ checkbox to select your response. Where applicable, provide further information to support the referral in the Comments section.

  1. Complete SC1: Is the Participant engaged with a Support Coordinator?

  2. Complete SC2: Is the Participant engaged with a Psychosocial Recovery Coach?

  3. Complete SC3: If ‘Yes’ to Support Coordination or Recovery Coach in questions SC1 or SC2, please provide details of Service Provider and best contact for CSN engagement.

  4. Complete SC4: Is the Support Coordinator engaging with the Participant or family/carer or primary support systems?

  5. Complete SC5: Is the Family/Participant or Carer engaging with the Support Coordinator and other support systems?

  6. Complete SC6: Is the Support Coordinator engaged with appropriate mainstream, community, or funded supports?

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  1. Complete SC7: Is there an identified conflict of interest between the Support Coordinator and other allied health or funded support systems?
  2. Complete SC8: Is the Participant able to identify with an appropriately skilled Support Coordinator/Specialist Support Coordinator?
  3. Where applicable, provide further comments to support the referral in the Comments section.

3.4 Complete Section 3 - Confirm Referral Criteria for CSN Assessment

Prior to referring to the CSN Pathway, ensure all outstanding tasks and requests are finalised. Please upload all available reports, assessments and documents to the Participant record as supporting documents for the CSN Referral.

A Request for Service and Implementation Task for the previous plan should be completed prior to referral to the CSN Pathway, where applicable. Please confirm all details pertaining to Nominee, Guardian and representatives are updated on the Participant record.

  1. Complete RC1: Click on the appropriate ‘Yes,’ ‘No’, ‘Not Applicable’ or ‘Do Not Know’ response for the following:

Are there any other complex factors for this Participant that have not been considered in this Referral for Assessment to the CSN Pathway? Note: The example below indicates there are no further factors for consideration for referral with checkbox ‘No’ selected. 2. Complete RC2: If ‘Yes’ to other factors that need to be considered in the referral to CSN, provide further detail in the comments section. Leave Blank if not applicable.

Note: Prior to submitting your CSN Referral Form, ensure you have updated all appropriate tasks and any outstanding activities on the Participant CRM Account. Ensure you have

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uploaded all relevant documents and included interactions on recent conversations held with the Participant or their support network. 8. Complete RC3: Click on each Checkbox to confirm all Referral Tasks have been completed in preparation for the CSN Participant Assessment.

Tasks Include:

  • Checking the Participant Primary Disability is correctly recorded or updated on CRM according to current evidence/assessments received.
  • All interactions are up to date and (where completed) open internal activities closed.
  • All reports, assessments and related documents have been uploaded to the Participant CRM Record.
  • The current NDIS Plan has been implemented and recent check-in task completed.
  • The Guardian, Nominee or Primary Contact details are updated and correct on the Participant Record.
  • The CSN Referral for Assessment has been reviewed by a Senior Planner, Team Leader or EL1 to confirm the Participant meets the pre-requisites for entry to the CSN Pathway (meets SOP Requirements for Referral to CSN).

3.5 Save and Upload the CSN Referral Form Document

  1. Save the Form and attach to the Participant’s Record as an Inbound Document using the Document Header: CSN Referral Form_FirstName_Surname_DD.MM.YYYY.

3.6 Complete CRM Interaction Template for CSN Assessment

  1. Complete and Assign the following CSN Assessment Interaction to the CR SDP Return to CSN CRM Inbox.

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Refer to Complex Support Needs Branch for assessment

Category 1: Specialised

Category 2: Complex Support Needs

Category 3: CSN Assessment Required

Channel: Internal Notes

Status: Open

Assign to the Team Responsible: CR SDP Return to CSN

Notes:

Referral submitted by [Login ID]

Assessment request for a Participant that may require the additional support of the Complex Support Needs Pathway. The CSN Referral for Assessment has been reviewed by a Senior Planner, Team Leader or EL1 to confirm the Participant meets the pre-requisites for entry to the Complex Pathway [LOGIN ID of Approver (where applicable)]

Information and evidence to support the Participant’s Suitability for Entry to the CSN Pathway is attached to the Participant record as Inbound Document:

CSN Referral Form_FirstName_Surname_DD.MM.YYYY

  • Standard Operating Procedure — Referral to the Complex Support Needs Branch
  • Practice Guide — Complex Support Needs
  • Standard Operating Procedure — Manage Inbound Documents
  • Practice Guide — Positive Behaviour Support and Behaviours of Concern

5. Feedback

If you have any feedback about this Standard Operating Procedure, please contact

6. Version control

Version Amended by Brief Description of Change Status Date
V1.0 AHO030 New SOP to support CSN Referral Form APPROVED 2022-09-12

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