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COVID-19 Update – 3rd April 2020

  1. YOUR SIDE SERVICE CHANGES
  2. YOU NEED TO TELL US IF….
  3. IMPORTANT CHANGES TO NDIS PLANS, CANCELLATIONS & PRICING
  4. TIPS FOR SLOWING THE SPREAD OF INFECTION
  5. WHAT YOUR SIDE IS DOING TO MANAGE DURING THIS TIME
  6. USEFUL LINKS
  7. INFORMATION FOR OUR PROVIDER NETWORK

Your Side is taking steps to further ensure our clients, staff and community stay safe – with the vulnerable groups we serve our first priority. By moving decisively we can give you some certainty, and by minimising infections in staff and in the community we can ensure we are still operating and serving our community. We ask everyone to join us in doing what we can to limit the spread of this virus.

All our delivery partners have access to infection control training, and we are coordinating best practice amongst our network to ensure that services continue.

If you are worried and want to discuss whether you should cancel, please call our customer care team to discuss. We wish to deliver to everyone we can where it is safe for you. We also understand that you need to make decisions to keep yourself safe. We’re here to help, and if you do cancel, we will stay in touch over the phone to make sure you are doing okay, and so that we are ready to recommence your support when you are.

YOUR SIDE SERVICE CHANGES

From Thursday 19th March 2020 until further notice all non-essential face to face group activities and events were cancelled to minimise the risk of any further spread of COVID-19 in our community and conform with social distancing regulations.

This includes our CHSP social support groups, mental health support groups and our DARTS outings.

However, we are offering ALL clients who use these services alternative options. Options might include:

  • Postcard pen-pals
  • Phone calls for social support
  • Online group chats or activities
  • One to one activities at home
  • Essential grocery and medication deliveries

Please call the Your Side team on 1300 134 332 to discuss options for you.

 

This does not affect our home based service delivery like regular cleaners, gardening or personal care. Some services that can be done online are moving to that format (eg – exercise class and some therapy appointments). All changes are designed with your safety and support in mind.

Our team will contact you if your pre-booked social event is affected. You can call us on 1300 134 332 if you have a query about an upcoming event.

YOU NEED TO TELL US IF:

    • You have travelled overseas in the past 14 days; or
    • You have been in close contact with someone who has been diagnosed with coronavirus; or
    • Are otherwise feeling unwell or have flu like symptoms, including a fever, cough, runny nose or sneezing.

IMPORTANT NDIS CHANGES TO PLANS, CANCELLATIONS & PRICES

The NDIA has announced changes to the NDIS in response to the ongoing COVID-19 crisis. These are important so please take the time to read about the changes and call our customer service team if you have any questions.

These changes are designed to:

  • Ensure participants can still access essential supports where needed.
  • Ensure providers are delivering a safe service to people in the community.
  • Ensure that providers are able to keep running in very uncertain times and are ready to bounce back when this crisis is over.

These changes are a part of the Australian Government’s crisis response plan.

New access to Support Coordination

Effective from 25th March, you can use either core or capacity building funds to access support coordination. This means people can get expert help to find the right support at this time. If you need this help, don’t hesitate to get in touch – Your Side works in partnership with a number of reputable Support Coordinators.

Plan Review process changes

If you have a scheduled plan review, the NDIA will contact you by phone or email to undertake the review. As part of this plan review process, you can discuss having a new plan in place for up to 24 months. From 28th March, to ensure participant plans don’t end, on the day a plan is due to expire, it will be automatically be extended by 365 days. Previously these automatic plan extensions were for 28 days.

You do not need to do anything to have your plans automatically extended by 365 days.

Temporary 10% price increase for some supports

Effective 25 March 2020, price limits for some supports have been increased by the NDIA temporarily.

These supports include:

  • Assistance with Daily Life (excluding Supported Independent Living).
  • Assistance with Social and Community Participation.
  • Improved Health and Wellbeing (excluding personal training).
  • Improved Daily Living Skills.

Your Side’s prices will go up by 10% for these categories while this measure is in place. This is to ensure that our service can stay open for those who need us, and so that we are ready to ramp up support where needed. This is in line with the extraordinary measures in place funding business and services throughout Australia. This is a temporary measure.

Changes to cancellations policy

Effective 25 March 2020, you will be required to give 10 business days’ notice for a cancellation if you want to avoid paying the full fee for a cancelled service. Previously, participants were required to give two business days’ notice.

From 30 March, providers will also be able to claim 100% of the agreed support price when a participant cancels a service at short notice (up from 90%).

This change is NDIS wide and will apply to Your Side services.

Visit the Price Guide page on the NDIS website for more detailed information about these changes, or call our team for a chat.

WHAT YOU CAN DO TO SLOW THE SPREAD OF INFECTION

  • Stay informed by following advice from the Australian Department of Health. Advice may change daily so go straight to the main source, don’t rely on social media.
  • Prevent the spread by basic standard hygiene (hand washing with warm water and soap for 20 secs, cough etiquette, social distancing).
  • If you suspect you have been in contact with someone diagnosed with COVID-19, contact the 24 Hour Government Helpline for advice on 1800 020 080, and let Your Side know by calling 1300 134 332.
  • If you have symptoms, call your GP before attending, and practice self-isolation. If you are a client of Your Side let us know too.
  • The latest advice from the Department of Health can be found HERE, including more on the above and advice in different languages regularly updated.


WHAT YOUR SIDE IS DOING TO MANAGE DURING THIS TIME

Our senior team meets daily to update our response and plan. Our crisis management plan has been activated. We are working with our provider partner network and the government to ensure people stay as safe as possible.

We are keeping our staff up to date with infection control and isolation.

We are contingency planning to make sure we minimise any interruptions especially for critical services. This includes all staff who can work from home doing so.

Thanks for your help to make sure we can keep everyone as safe as possible!

USEFUL LINKS

Your Side Customer Care Contact Details:

Ph: 1300 134 332
Email: customercare@yourside.org.au