Who is Yumba Bimbi

At YBSS, you will direct your support. We will work alongside you to identify your strengths, interests, and goals, providing just the right amount of support to allow you to live the life you choose. We treat support as a partnership. We will actively work with you to ensure a successful partnership. We work hard to ensure we employ only the best Plan Managers. You can be certain that your support will be provided by Plan Managers who share YBSS’s values. Your Plan Managers will be trained, including training specific to their role, ready to provide you with the quality of support YBSS is renowned for.

How do you like to give and receive information?

How YBSS will deliver your support may vary depending on your needs. Meetings and communication about your services can be provided face to face, via the telephone, email, virtual platform like Zoom or Teams or in your preferred method of communication.

Please let YBSS know if you have specific communication aids or if you or any of your support people need a translator. If you want to have these agreements in a different format, please let Yumba Bimbi know, and they can work with you to achieve this.

Conflict of Interest

As a registered provider of support under the NDIS, YBSS is responsible for managing conflicts of interest. YBSS will act in the best interests of NDIS participants, ensuring that they are informed, empowered and able to maximise choice and control. Staff members will not (by act or omission) constrain, influence or direct decision-making by a person with a disability and/or their family to limit that person’s access to information, opportunities, and choice and control.

NDIS participants will be presented with various choices about support providers, not only YBSS. Staff will not seek to influence participants to select YBSS for their services.

To help eliminate the conflict of interest that can occur in having more than one service with a provider, YBSS has created separate Service Agreements for each service. You will receive this Agreement and the relevant agreements for each service. If you want to change any of your services, YBSS can do this without impacting the others.

How do the agreements work?

This Agreement is made for the purpose of providing Plan Management services under the Participant’s NDIS plan. The parties agree that this Agreement is made in the context of the NDIS, which is a scheme that aims to:

• Support the independence and social and economic participation of people with disability, and
• Enable people with disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports.

All parties entering into agreement

• Are at least 18 years old.
• Have the right, authority and capacity to enter into this Agreement as the participant or on behalf of the Participant.
• Must promptly let us know if you are no longer acting as the Authorised Representative of the Participant; and
• Will abide by the terms of this Agreement and any relevant policies and rights and responsibilities of this Agreement; and
• Have plan management funding included as part of your NDIS plan.

Ending your Service Agreements

This service agreement will continue with the procurement of future NDIS plans. The service agreement will automatically end when Capacity Building – Improved life choices is no longer funded for the participant

To end your service agreements prior, you must give two weeks’ notice in writing. If YBSS wants to end the Service Agreement, they must provide two weeks’ notice. They will also contact relevant people to ensure you can arrange alternative services. If either you or YBSS seriously breaches this Agreement, the notice period will be waived.

Problem-solving, disputes and grievances

YBSS will listen to your feedback and nominate a person you can talk to if you have any concerns about your support and how YBSS delivers those supports to you.

We will discuss any concerns, disputes and grievances arising with you. We will resolve them quickly and fairly, so that you and YBSS are satisfied with the outcome.

If we cannot solve the problem together, YBSS has a Complaints Procedure that YBSS will follow. If you want a copy of this procedure, please let YBSS know.

If you are still dissatisfied, you can seek advice from an independent advocate or contact the NDIS Quality and Safeguard Commission by phoning: 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged. National Relay Service and ask for 1800 035 544. Completing a NDIS complaint contact form. Visiting one of their offices in person or visiting www.ndis.gov.au for further information.

Responsibilities of people involved in this Agreement.

Responsibilities of Yumba Bimbi

Yumba Bimbi agrees to:

• Provide financial intermediary services. including processing invoices between the NDIS and providers. Providing you with monthly statements of expenditure. Tracking expenditure against you NDIS plan budget.
• Provide you with supports you have identified that assist you in achieving the goals in your NDIS plan.
• Respect your right to choose the services you wish to utilise to best assist you to achieve your identified goals, within the requirements of the NDIS.
• Review the service as required and when a new NDIS plan has been instigated or at a time requested by you or YBSS
• Communicate with you openly, honestly, and promptly and consult you on decisions about how support is provided.
• Protect your privacy and confidential information as per the requirements of the Privacy Act 1988 and YBSS Privacy Policy
• Give you information about managing disagreements or complaints and provide you with relevant Yumba Bimbi policies on request. Listen to your verbal or written feedback and quickly work with you to resolve any concerns you may have.
• Ensure that our employees who work with you are professional and treat you with courtesy and respect.
• Keep accurate records on the communication/tasks in which have been done with you or on your behalf.
• Provide support consistent with all relevant laws, including the National Disability Insurance Scheme Act 2013, the National Disability Insurance Scheme Rules, the NDIS Code of Conduct and the Australian Consumer Law.

Responsibilities of you and your representative

You agree to the following:

• Participate in identifying your desired services, linking these services with your goals in your NDIS plan.
• Let us know how you want us to support you so you can best meet your needs and achieve your goals.
• Purchase supports in line with your NDIS plan. Seek clarification from the NDIS if you are unsure if the purchase meets the requirements of an NDIS support.
• Disclose information, including your NDIS goals and other information which will assist us in helping you to achieve your goals.
• Participate in a review of services as and when required with YBSS or as requested by either party.
• Ensure you and any of your friends, family or other supports treat our staff/volunteers courteously and respectfully.
• Talk to us as soon as possible if you have concerns about the support being provided.
• Advise YBSS immediately if your plan is under review, has been reviewed by the NDIA, or you are no longer a participant funded by the NDIS; and give prompt notice of any change in circumstances which will lead to a possible review with the NDIA.
• Authorise Yumba Bimbi Plan Management to pay all invoices submitted to us on your behalf.
• Understand that you have access to the Careview Advantage App where you can view details of your budget and approve invoices at your discretion. you will communicate your request at any time to have access to this app.