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Frequently Asked Questions

How do I access support?

Give us a call on 63382345

We employ an intake person who can speak with, listen to, and then assist you in accessing the support you need? When you call us and if your needs can’t be effectively met through our programs, we can provide you with information and support to access other providers who may better meet your needs.

If your needs can be met by ALO programs, the intake person will ask you a series of questions to make sure we refer you to the right program. The intake person will tell you about the process when you call, and can organise a face to face chat if a phone conversation doesn’t meet your needs.

We can organise an interpreter if your first language isn’t English. If you are an Aboriginal or Torres Strait Islander we will endeavour to engage an Aboriginal person to work with you to identify your needs if this is your preference.

We aim to provide you with information and support throughout the intake process.

I don't really know what to ask for but I need some help?

That's ok.

It can be hard to find your way through the many community services available, especially if you have never had to think about getting support before. We have skilled staff to talk you through the process and ask some questions to work out what may be available to best support you.

What do I do if I am worried about someone who will not accept support?

Please call us to discuss your concerns.

If a person has the capacity to make decisions for them-self, they would need to consent to us contacting them. We can send you information about what is available in your community, which may lead to the person you are concerned about getting the support that they need.

What does the assessment process involve?

We would make a phone call to you within 2 weeks of receiving your referral and make a time to come out and speak with you. The assessment is all about you and your carer or representative. Our assessment is very person centred. We want to hear your story and how we may be able to assist you. The assessment will take up to 2 hours as we want to make sure that we have your story right and that we do not leave anything out.  This will help us find you the services that you want and need.

How long will it take to get support?

From the time you make contact with us, ALO will work hard to get you the support you need, as quickly as possible.

If you require support urgently, we will prioritise your support needs and may refer you to emergency supports.

All programs have different access and waiting times. All ALO programs are prioritised based on need. Where someone needs an urgent assessment, we can respond within 24 hours.

Once you have been assessed for an ALO Program, our staff can give you a good idea of any waiting list time and will send you written feedback. For programs without waiting lists, services can be arranged within 7 days of assessment.

Can I help choose my support staff?

ALO employ a diverse range of staff. All of them are highly qualified and experienced in supporting the needs of people who access our services.

At any time, you can request to change a case manager that has been allocated for you, and/or to make specific requests relating to the type of person you believe will work best with you or the person you care for. We always endeavour to meet your requests.

In relation to direct care staff, we employ our own staff and also provide services under a ‘brokerage model’. This means that we are able to find the right staff with the right skills to meet your needs and preferences. At any time, you can request a change of staff and we will always assist you in finding the staff that will best meet your requirements.

Are there fees and charges in accessing support?

For most government funded programs, there is a requirement for people to pay a fee or contribution. Fees can differ between programs, and are often dependent on the level of support you need.

ALO always considers your financial situation and capacity to pay. No one is ever refused access to support based on their financial incapacity to pay.

You can discuss your individual situation with our staff. Fees can also be reviewed when and if your financial situation changes.

What do I do if am not happy with how my support is being provided?

ALO staff will speak to you about the complaints process when they complete your assessment. You will be given a brochure at your first meeting. This sets our complaint, compliment and feed- back process.  This is also documented on your service agreement, and the ALO booklet that you will be given.

If you feel comfortable raising your concerns with your case manager/coordinator, this is the best first step. If you don’t feel comfortable with this, you can call and ask to speak to a member of the management team or the EO.

If none of these options meet your needs, there are State and Federal complaints processes where you can address your concerns. You don’t need to follow this sequence- at any time you can make a formal complaint through any of these mechanisms.

We will always respond to your complaint within 48 hours, and wherever possible, when raised with us, aim to resolve your complaint within 14 working days.

You should never feel bad making a complaint. It is your right to have your care provided to you in a way that meets your expectations. We see complaints as opportunities for us to improve how we work.

Making a complaint will never have an impact on the service you receive, or the way that your service is provided.

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How do you ensure my privacy and confidentiality?

Maintaining your Privacy and Confidentiality is of central importance to us. We have a range of policies and procedures that outline our approach to Privacy and Confidentiality, and as a participant or potential participant with ALO, you can request to see our policies at any time.

On assessment, your rights and responsibilities are explained to you, and you are able to express consent to define what information is collected and how it is used. This is only ever done to improve your service, for example, to provide to other service providers, with your permission, to prevent you having to re-provide your details. De-identified information is also used for our reporting requirements and internal evaluation processes. De-identified information does not contain your name, address or anything that can identify you.

At any time, as a participant with ALO, you can ask to see your personal information. All of your information is maintained on password protected databases, and locked files.

We want you to feel confident that your Privacy and Confidentiality is maintained, so please let us know if you have any questions or concerns about this.

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