Purpose
Occasionally, participants may need to cancel or change a scheduled support. To ensure supports are managed consistently and in accordance with participant Service Agreements and NDIS requirements, all shift cancellations and schedule changes must be managed through the Tribe office.
Support workers are not authorised to approve cancellations, reschedule supports or discuss cancellation fees with participants.
What to do
If a participant, family member or representative wishes to cancel or change a support:
Listen to the participant's request and thank them for letting you know.
Advise them that the Tribe office manages all schedule changes and cancellations.
Contact the Tribe office as soon as possible on 0466 222 033.
Follow any instructions provided by the office.
Remain available until the office confirms whether:
the shift will proceed;
an alternative shift is available; or
the support has been cancelled.
Continue to document your shift accurately in ShiftCare if instructed to do so.
What Not to Do
Don't agree to cancel, shorten or reschedule a support yourself.
Don't promise participants that another support can be arranged.
Don't discuss cancellation fees, funding or NDIS claiming rules.
Don't remove or alter shifts in ShiftCare unless instructed.
Don't assume a cancelled shift will be paid.
Don't negotiate different support times directly with participants or families.
Remember
Participants appreciate flexibility, but all roster changes must be coordinated through the office to ensure appropriate staffing, participant safety and compliance with Tribe procedures.
The office will determine:
Whether the shift will proceed.
Whether another support worker is required.
Whether an alternative shift is available.
Whether cancellation provisions apply.
By notifying the office promptly, you help us provide the best possible outcome for both participants and staff.
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