Intake Procedure

Written by Administrator

Friday, 31 July 2009 02:35

Intake Policy  OVERVIEWThe TCCC recognises that appropriate intake procedures are important to ensure a successful relationship between the Service and the clients who wish to access the service.  Intake interviews are essential to ensure clients understand how the service operates, under what conditions it is offered and what their rights and responsibilities are if they choose to use the services of the TCCC.  The TCCC recognises that there may be some instances where it would be inappropriate to provide the service or where the client may decline to use the service after the intake interview. The intake interview is the opportunity for both parties to explore these issues.  This Policy refers to, and should be read in conjunction with the following: §      Exclusion  Policy§      Withdrawal of Service Policy§      TCCC Guidelines§      Program Guidelines provided by the Department of Family and Community Services. §      Fee Policy PROCEDURESClients who wish to access the services of the TCCC must undergo an intake interview prior to services commencing.  The TCCC  normally requires one weeks notice for this to occur.   §      Clients who do not access the Centre within 3 months of their intake interview must re-sign updated Guidelines prior to the Service being provided.§      Clients who do not access the Centre within 6 months of their intake interview OR who cease to use the Service for longer that six months must complete another intake interview prior to commencement/ recommencement at the Centre.  Intake interviews must be completed by both parents (separately) and can be done by telephone for those clients who live outside the Toowoomba area and for those whom it would be unrealistic and create unnecessary hardship to attend the Centre.  The TCCC recognises that it has a responsibility to ensure that all people wishing to use this service have equitable access to services and programs regardless of their cultural, linguistic and religious backgrounds and will provide support during this intake process if required. Support may include an interpreter or support person acceptable to the client. Intake interviews take approximately one hour and during this time clients are provided with information about the service, the Guidelines and given the opportunity to discuss any concerns they may have. Each parent’s rights and responsibilities are discussed and each parent is required to sign and agree to abide by the Guidelines prior to the service being provided.   During the intake interview clients are also provided with the following: §      A copy of Centre Guidelines for their records.§      A copy of the Withdrawal of Service and Exclusion Policy.§      Information about confidentiality and the limitations on this as stated in the Guidelines.§      A designated car park area, entrance and waiting area.§      Information about the fees attached to the Service.  The following also occurs: §      Clients are encouraged to bring their children in prior to service commencing. §      All orders and agreements are photocopied and placed on file. §      Clients who refuse to sign the Guidelines are advised that they are unable to access the service.  Telephone InterviewsFor clients wishing to complete their intake interview by telephone the following steps must be completed:  Client details form, Guidelines, Withdrawal of Service and Decline of Service policies must be sent to client by mail or fax and returned to the Centre, signed, prior to interview taking place. Intake fee of $20.00 to accompany the signed forms. Cheques may be made payable to Toowoomba Children’s Contact Centre.  Clients who live in the Toowoomba area and who have no exceptional circumstances must attend the intake interview in person.Children do not attend intake interview with their parents, but parents are encouraged to bring children along prior to the service commencing to meet with staff and be shown around the Centre. At this time questions the children may have can be answered by staff.  On completion of both intake interviews both parents will be advised in writing as to the outcome of the intake procedure and, if commencing at the Centre, provided with the following information: §      The time and date of commencement at the Centre and schedule for future visits/changeovers.§      The carpark and entrance they will be using.§      The fees for the service. §      Clients will also be encouraged to contact the Centre if they have any other concerns.