It is essential for the Rehabilitation Coordinator to evaluate the performance of the selected rehabilitation service providers based on the following criteria:
- Knowledge & Understanding – that they have a sound and proven knowledge of best practice rehabilitation policies and procedures within the Commonwealth jurisdiction and DVA in particular.
- Plan Development, Case Management & Administration – plans are developed in consultation with key stakeholders, that they are outcome focused and tailored to the individual; and use of best practice measures for case management, i.e. timely communication, timely reporting, case conferencing.
- Innovation/Resourcefulness/Progressive Approach – the provider has a wide range of options and approaches to addressing the varied and complex rehabilitation needs of the DVA client. They can think 'outside the box' whilst keeping activities realistic and achievable.
- Timeliness – all mandated timeframes are met and responses and reports are provided in a timely manner.
- General Communication – the rehabilitation service provider demonstrates sound communication practices. All communication is concise, accurate and timely;
- Reporting – all required reports are submitted within the negotiated timeframes, and that they accurately reflect the progress and activity of the client's rehabilitation program.
- Achieving Client Outcomes – developed plans and programs are realistic, achievable and sustainable for the client and; goals and objectives of plans are being met.
- Program Costs – plans and activities are realistically costed, and any changes to costings are well communicated, explained and appropriate.
Effective evaluation and monitoring requires ongoing communication between the Rehabilitation Coordinator and the rehabilitation service provider, as well as input from other key players.
The evaluation process starts at the referral stage, with a clear and concise written referral and where necessary, making contact early and directly with the rehabilitation service provider to ensure they are able to provide the necessary services.
Regular and thorough communication should continue throughout the rehabilitation process, until the closure report is submitted and the case can be closed.
Close scrutiny is required where rehabilitation service providers are not undertaking or completing activities they were specifically engaged to do, where they are taking on a client advocacy role or running over time and/or over budget. The Rehabilitation Coordinator should:
- keep detailed written notes of any instances as identified;
- telephone the rehabilitation service provider, in the first incidence to discuss the issue;
- document the contact and any outcomes reached;
- confirm achieved outcomes reached in writing to the rehabilitation service provider. A copy of this letter is to be placed in the client's file and recorded on their case; and
- the Rehabilitation Coordinator is to continue to monitor and evaluate the rehabilitation service provider to assess improvement in their service delivery and compliance with the Key Performance Indicators.
Where this fails to resolve the issue the Rehabilitation Coordinator is to:
- meet with the rehabilitation service provider and or their agency manager to fully discuss the issue and explain the consequences of continued service delivery issues. These consequences may include:
- no future referrals;
- delayed processing of current invoices until compliance with previous negotiated and agreed outcomes is reached; and/or
- termination of services on a set date and the client transferred to a new rehabilitation service provider; and
- document any meetings and its outcomes;
- provide written summation of the meeting and the outcomes to the rehabilitation service provider which may include:
- timeframes to meet outcomes; and/or
- when invoice processing can resume; or
- the date upon which the rehabilitation service provider's services are to terminate.
Client considerations are paramount when it is considered that a rehabilitation provider's service should be terminated. The client is to be informed as early in the process as practicable of the possible issues and outcomes. This communication in the first instance can be by telephone contact and then followed up in writing detailing any changes that may be required to continue their rehabilitation program, or the necessity to appoint a new rehabilitation service provider.
When a client complains about a rehabilitation service provider's performance this must be investigated thoroughly. The Rehabilitation Coordinator must discuss the issues with the rehabilitation service provider and assess the client/rehabilitation service provider working relationship. A discussion should ensue with all parties in order to rectify the matter. Where this is not possible, the Rehabilitation Coordinator is to arrange the transfer of the client to another rehabilitation service provider. However, this should be a last resort and only used when the working relationship between client and rehabilitation service provider has broken down irretrievably and no positive rehabilitation gains are envisaged.