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Safe Hands - Newcastle, NSW

Service Access & Exit Policy

This policy explains how participants access Safe Hands services, how service agreements are established, and the process for participants or Safe Hands to exit or transition from services - ensuring participants’ rights and continuity of care are upheld throughout.

Document IDPOL-SAE-001
Effective Date1 January 2026
Review Date31 December 2026
Policy OwnerDirector / CEO
Applies ToAll Staff, Contractors & Volunteers

1. Purpose

Safe Hands is committed to clear, fair, and accessible entry and exit processes for all participants. This policy ensures that:

This policy meets our obligations under NDIS Practice Standards, Core Module - Quality Indicators 1.1 (Person-Centred Supports) and 1.3 (Service Agreements).

2. Eligibility Criteria

Safe Hands may provide services to any person who:

We do not discriminate on the basis of disability type, age, cultural background, religion, gender, sexual orientation, or location within our service area (Newcastle, Lake Macquarie, Maitland, Hunter Valley, and surrounding regions).

If we cannot provide a service that meets a participant’s needs - for example, because the support is outside our service scope - we will refer the participant to an appropriate alternative provider. We will never leave a participant without information about where to go next.

3. How to Access Services - Intake Process

1

Initial Contact & Enquiry

A participant, family member, support coordinator, or referrer contacts Safe Hands by phone (0485 553 397), email, website form, or in person. We aim to respond to all enquiries within 1-2 business days.

2

Initial Discussion & Needs Assessment

A staff member speaks with the participant (and family/carer if appropriate) to understand their goals, needs, current NDIS plan, and the supports they are seeking. This may be by phone or an in-person visit.

3

Capacity and Suitability Check

We assess whether we can safely and competently meet the participant’s needs with our qualified staff and whether their support needs fall within our service scope. If we cannot meet needs, we provide referral information.

4

Service Agreement

We prepare a draft Service Agreement in plain language setting out: the supports to be provided, how and when they will be delivered, the costs (aligned with the current NDIS Price Guide), and both parties’ rights and responsibilities. The participant reviews and signs the agreement before services begin.

5

Support Planning & Commencement

An individual support plan is developed with the participant, covering their goals, preferences, communication needs, risk considerations, and any specific requirements. Services commence once the agreement and plan are in place.

4. Service Agreements

Every participant must have a signed Service Agreement before receiving funded supports. Service Agreements will:

Participants will be given adequate time to read the Service Agreement and ask questions before signing. A copy of the signed agreement is provided to the participant. Service Agreements are reviewed at each NDIS plan review or when circumstances change significantly.

5. Participant-Initiated Exit

Participants have the right to end services with Safe Hands at any time and for any reason. We will never penalise, pressure, or disadvantage a participant who wishes to leave.

5.1 Notice Period

The Service Agreement specifies a mutual notice period (typically 2 weeks for most support types) to allow for transition planning. However:

5.2 Transition Support

When a participant exits, Safe Hands will:

6. Provider-Initiated Exit

Safe Hands may initiate an exit from a Service Agreement only in limited and justified circumstances. This is a serious decision that must be approved by the Director / CEO and managed carefully to protect participant wellbeing.

6.1 Grounds for Provider-Initiated Exit

6.2 Process for Provider-Initiated Exit

  1. The Director / CEO is notified and approves the decision to exit
  2. The participant and their representative/advocate are notified in writing with full reasons
  3. Minimum 4 weeks’ written notice is provided (except in cases of immediate safety risk, where services may cease with immediate effect)
  4. Safe Hands actively assists the participant to identify and engage an alternative provider before exit
  5. We liaise with the participant’s support coordinator (if they have one) or the NDIA to support the transition
  6. A written transition plan is agreed with the participant before exit

Safe Hands will never exit a participant without ensuring they have continuity of essential supports or a clear transition pathway. A participant must never be left without any supports as a result of a provider-initiated exit.

7. Waitlists

If Safe Hands does not have capacity to accept a new participant immediately, we will:

8. Complaints about Access or Exit Decisions

Participants who are dissatisfied with a decision about access to or exit from services may:

9. Related Documents

This policy has been reviewed and approved by the Director / CEO of Safe Hands and is effective from 1 January 2026.

Approved by
Director signature - Rujal S
Rujal S - Director / CEO, Safe Hands
Date Approved
1 January 2026
Effective date

Document ID: POL-SAE-001  |  © 2026 Safe Hands Disability  |  ABN 31 315 518 918