Service operations and accountability
Requests for service (the referral process)
Once a referral is received by our Client Services team, it's allocated to an instructor who is responsible for contacting the client within one week. As instructors are always fully booked for one week in advance, a week may lapse before the instructor returns to the office and receives the referral.
Client Input in the Training Program
Clients are fully involved in developing their training program, and they plan the objectives with the instructor before it commences. The client is offered a copy of the Program Objectives. These objectives may change as the program progresses.
A successful training program requires commitment from both the client and the instructor, and they are responsible for following the training activities to reach the set goals. Instructors and clients are expected to keep appointments and to give reasonable notice if they can't attend at the scheduled time.
The Training Process
Daily program plans are recorded throughout the period of instruction, identifying the training objectives and outcomes. A manager monitors these plans, and discusses them with the instructor where necessary.
Each program is documented in a personal file, and monitored and recorded on computer. Program times, travel times and distances are also recorded.
At the completion of training, the client is asked to sign a final session form and to indicate whether they wish to receive a follow-up. The client is offered a copy of the final report. They can also place a further referral for additional training.