CSI - Community Support Incorporated

About CSI | How CSI Provides Services | Quality Assurance | National Disability Service Standards

Our Vision
Making a positive difference to people with a disability and their families.

Our Mission
To provide a state-wide network of optimal in-home support services to people with a disability and their Carers, the frail aged and private Consumers which:

Increases the individuals independence at home and in the community;

Prevents the Consumer’s inappropriate admission to long term residential care; and

are essential to the Consumers’ well being.

About Us

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Community Support Incorporated (CSI) is a not-for-profit, quality certified organisation, offering a variety of services throughout the Adelaide metropolitan area and rural centres of South Australia. CSI is incorporated under the Associations Incorporation Act.

CSI is a service provider of choice, being used by Consumers of Disability Services Agencies, Service Coordination organisations, the Public Trustee, Mental Health Services, Domiciliary Care Services, Local Government and private Consumers.

CSI was originally formed in 1991 for the purposes of administering the Community Support Scheme, an initiative jointly funded by the Commonwealth and State Governments through the Home and Community Care (HACC) Program.

CSI's core values are to:

Focus on providing basic maintenance and support services, which are essential to the Consumer's well being, increasing independence at home and in the community and thereby helping to prevent a Consumer's inappropriate admission to long term residential care;

Be cost effective without compromising the needs of the Consumer;

Have a caring Consumer focus when providing services for people with a disability, their families and Carers in their home and in the community;

Consult with, advise and respond to the service preferences the person with a disability requires to live in their home and in the community;

Maximise choice, respond to the individual needs of people with a disability and promote the dignity and respect of the Consumer, their family and Carers;

Strive, when arranging support services, to improve the quality of the Consumers’, families’ and Carers’ lives;

Ensure access to services including persons of culturally and linguistically diverse backgrounds, persons living in rural and remote areas, Aboriginal and Torres Strait Islanders, persons with dementia and financially disadvantaged persons;

Monitor the quality of the services provided, thereby promoting and enhancing Consumers' confidence in the competency of the service, and

Commit to the principles of equal opportunity for all.

What we do

Recruit quality self-employed Contractors to provide support services;

Consult with, advise, and take direction from Consumers in setting up support services;

Assist the Consumer to understand their relationship with the Contractor and to maintain support services they receive;

Issue Agreements between the Consumer and the Contractor;

Monitor the quality of services provided .

How does CSI provide its services?

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CSI does not determine the level or type of support service to be made available or allocate funds to Consumers. This is determined by Designated Specialist Agencies through a Case Manager or Consumer Liaison Worker in consultation with the Consumer.

CSI responds to a “Request for Support” when received from a Designated Specialist Agency, the Public Trustee, Local Government body or similar organisation.

The “Request for Support” specifies the services to be arranged by CSI utilising a self-employed contractor nominated by the Consumer, or from the available CSI Approved Contractors. CSI services are also available to private Consumers and Consumers supported by insurance companies.

How does CSI arrange the service?

Consultation with the Consumer and the referring agency is paramount in the process of ensuring the adequacy and acceptability of the service to be provided, and includes:

Contact with the Consumer for whom the support services are requested;

Consultation with the Consumer on the choice of Contractor to provide the service;

Providing documentation specifying the terms of the service to be provided;

Advising and consulting with the Consumer regarding quality assurance surveillance arrangements;

Periodically make payments to the Contractor for services provided in accordance with the Consumer Service Agreement.

What is an Agreement and who is it between?

A Consumer Service Agreement (Contract) is a formal document which establishes who is the Consumer, who is the Contractor, what type of support services will be provided, hours to be worked and the fee for delivery of the support services. It also details the rights and responsibilities of the Consumer and the Contractor.

How do Contractors get paid?

Contractors submit a claim for payment on the prescribed CSI invoice form and in accordance with the Agreement.

Consumers (individuals with a disability, their family or their Carer) sign the Contractor invoice to ensure the services claimed have been provided.

The Contractor is required to certify that the services claimed have been provided and acknowledge that this is a legal record of claim. Fraudulent claims are referred to the appropriate authorities.

Contractor invoices are not processed without a confirmed Agreement and all invoices are verified against the Agreement prior to payment.

A record of all payments made to the Contractor can be obtained from CSI by Consumers (individuals with a disability, their family or their Carer).

CSI applies a small brokerage fee to the amount paid to Contractors.

What rights do I have as a Consumer of CSI?

The same fundamental rights as all members of society regardless of origin, nature, type and degree or effects of disability. Your privacy will be respected, and you can be confident that your personal affairs will not be discussed without your consent. In addition you are entitled:

To be provided with information and support to self manage your funding and support services.

To fund your own support and lodge money with CSI or have funds transferred from the Public Trustee or another source of your choice.

To choose your Contractors and know the relevant skills and experience of Contractors who provide services.

To exercise control over the way the service is delivered in your home or in the community .

To access and have present at any meeting an advocate or representative of your choice, in relation to any complaint on the services received.

To terminate an agreement for the services of a Contractor at any time, provided that the Case Manager or Consumer Liaison Worker and CSI are informed.

To lodge a formal complaint with the appropriate body on the services you receive.

How can a Consumer make a complaint about the services provided?

While you always have the right to lodge a formal complaint at any time regarding the services provided through CSI, you may wish to first discuss the problem with the Contractor or CSI Management.

Alternatively, please provide us with your feedback.

Quality Assurance

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Community Support Incorporated is periodically reviewed by independent surveyors to confirm CSI operates in accordance with the Services Excellence Framework of the Department of Human Services, and complies with the Home and Community Care National Service Standards.
Service Excellence Framework
This framework reflects contemporary quality management models, inspection frameworks and accreditation systems and has eight key criteria: Leadership Communication Consumer satisfaction Partnership working Sound management People management Service outcomes Contracting
National Disability Service Standards	back
Whereas the Home and Community Care National Service Standards address the following: Standard 1: Service access Each person with a disability seeking a service has access to a service on the basis of relative need and available resources. Standard 2: Individual needs Each person with a disability receives a service that is designed to meet, in the least restrictive way, his or her individual needs and personal goals. Standard 3: Decision-Making and choice Each person with a disability has the opportunity to participate as fully as possible in making decisions about the events and activities of his or her daily life in relation to the service he or she receives. Standard 4: Privacy, dignity and confidentiality Each service recipient’s right to privacy, dignity and confidentiality in all aspects of his or her life is recognised and respected. Standard 5: Participation and integration Each person with a disability is supported and encouraged to participate and be involved in the community. Standard 6: Valued roles Each person with a disability has the opportunity to develop and maintain skills and to participate in activities that enable him or her to achieve valued roles in the community. Standard 7: Complaints and disputes Each service recipient is encouraged to raise and have resolved without fear of retribution, any complaints or disputes he or she may have regarding the agency or the service. Standard 8: Service Management Each agency adopts quality management systems and practices that optimise outcomes for service recipients. Standard 9: Employment conditions Each person with a disability enjoys working conditions comparable to those of the general workforce. Standard 10: Service recipient training / support The employment opportunities of each person with a disability are optimised by effective and relevant training and support. Standard 11: Staff recruitment and training Each person employed to deliver services to the service recipient has relevant skills and competencies Standard 12: Protection of human rights and freedom from abuse The agency acts to prevent abuse and neglect and to uphold the legal and human rights of service recipients. Whilst CSI has achieved compliance verification, it is not complacent and is committed to continuous improvement. CSI is also approved by the Accredited Purchasing Panel of the Department of State Supply Board for appointment to the Disability Services Provider Panel.

Who are the Designated Specialist Agencies?

Access, eligibility to the scheme and referral to CSI is arranged by Designated Specialist Agencies. These agencies include:

Disability SA - Adult Physical Neurological Service Coordination (APN);

Disability SA - Brain Injury Service Coordination (BIOC);

Disability SA - Intellectual Disability Services Council (IDSC);

Disability SA - Exceptional Needs Unit (ENU);

Mental Health Services (MHS);

Autism Association of SA (AASA);

Community Accommodation & Respite Agency (CARA);

Novita Family Services;

Sensory Directions (Guide Dogs)

Please do not hesitate to contact CSI for further information

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Community Support Incorporated is a not-for-profit quality organisation offering a variety of services throughout the Adelaide metropolitan area and rural centres of South Australia.