Service Management & Delivery

Learn • Tools • Tips - Manage your service & operations.

 

What is Service Management & Service Delivery?

  • Service Management = the systems, governance and supports that enable safe, lawful, consistent delivery.
  • Focus: policies, procedures, hr, risk management, finance, records, contracts, training, IT, continuous improvement, governance, incident and complaint management, strategic planning, internal audits, insurance, compliance 
  • Service Delivery = the frontline, day‑to‑day actions that participants experience.
  • Focus: onboarding, rostering, person‑centred supports, goal delivery, risk controls in practice, behaviour support, clinical care, transport, activities and communication with participants and families, support planning plans.

 

Why This Matters?

  • Operate a successful disability service.
  • Compliance is mandatory under the NDIS, NDIS Commission, Fairwork, Australia, Safework Australia etc. 
  • "Required" not optional annual internal auditing: all registered providers across Australia.
  • "Required" not optional complaints, incident risk, hr, whs: all unregistered providers across Australia. 

 

Why So Hard To Achieve?

  • Proactive vs Reactive: For those of us who work in this industry, we are empathetic people and natural fixers — we solve problems on the go and help others. We plug gaps, fix rosters and deal with issues. Go, go, go — one meeting to the next. Service Delivery = Reactive State = our BEST work. Service Management cannot be completed in a reactive state. Service Management must ALWAYS be carried out in a proactive state. This means booking time in, putting the kettle on, sitting down, planning, thinking and doing. Uninterrupted. No more feeling guilty for locking yourself away from others to complete service‑management tasks.
  • Everything is Different: Every task, activity, event, complaint, incident, meeting, conversation, person and situation is different. You have to be kind to yourself and allow yourself to be exposed to the "different" for years and years.  
  • Conflict: Difference in roles, opinions, knowledge, training, skills, expectations.
  • Time management: Being pulled in fifty thousand different directions.  
  • No clarity: feeling lost, confused, overwhelmed, unsure — self‑doubt, anxiety, loss of confidence.
  • Lack of knowledge: not understanding how legislation, documents, systems and processes link together.
  • Lack of a good team: Recruitment is based on passion, role & proactive vs reactive. 
  • Mission & vision Misalignment: Written from our heart, mind, passion & soul when we move away from your purpose than people start to fell that "their a money making business" or "I'm just a number".  
  • Evolving & emerging industry.  

 

HOW WE CAN HELP YOU!

Choose one or more support, systems & solutions options here to help you with service management & delivery.

 

Our Simple Guarantee

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