Service Coordination
LEARNING JOURNAL
Here are my thoughts and responses to the practical activities from the
Service Coordination Online Learning course.
Name:
Date:
SERVICE COORDINATION – ELEARNING JOURNAL 2
TOPIC: OVERVIEW OF SERVICE COORDINATION
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SCREEN 8: Do you Coordinate Your Services?
Describe how your specific organisation is coordinating services for your consumers?
Does your organisation’s consumer satisfaction survey reflect that your consumers are
experiencing coordinated care? Provide a short explanation.
SCREEN 14: Summary
Write down just two ways your organisation could better achieve the core Service
Coordination objectives. You may come up with more than two, but two is a great starting
point!
1.
2.
SERVICE COORDINATION – ELEARNING JOURNAL 3
TOPIC: OPERATIONAL ELEMENTS
Initial Contact
SCREEN 5: Context of Initial Contact
Determine which story best aligns to your agency i.e. Gary or Mary & Stan.
Can Initial Contact occur when the consumer has not directly made contact - explain?
What information is given from your agency during Initial Contact i.e. summary of services,
parking, fees etc?
What information is collected by your agency during Initial Contact?
Who routinely conducts Initial Contact in your agency? Explain.
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SERVICE COORDINATION – ELEARNING JOURNAL 4
How does your agency perform and document Initial Contact information - explain?
SCREEN 8: Summary
Take a moment to reflect upon how your agency performs and documents Initial Contact
information. Write a few reflective notes in your Learning Journal about what you believe
your agency does well, and what areas you think you could improve Service Coordination in
relation to Initial Contact.
Initial Needs Identification
SCREEN 5: Reflective Activity
Choose either Gary’s story or Stan and Mary’s story and consider these questions.
Can you identify any risk and/or service requirements, beyond the presenting issue?
SERVICE COORDINATION – ELEARNING JOURNAL 5
Which staff member/s in your agency would conduct an Initial Needs Identification, and
what screening tools/resources are used?
What communication skills are required to conduct an Initial Needs Identification e.g. to
develop trust, ask sensitive questions?
Which SCTT INI templates would be relevant?
SCREEN 10: Summary
Reflect upon how your agency performs and documents Initial Needs Identification. Write a
few reflective notes about what you believe your agency does well, and what areas you
think you could improve Service Coordination in regards to Initial Needs Identification.
SERVICE COORDINATION – ELEARNING JOURNAL 6
Assessment
SCREEN 5: Learning Check
Choose either Gary’s story or Stan and Mary’s story and consider these questions.
Related to Gary’s story: What information sources are available for the GP to use in Gary’s
Assessment?
ALTERNATIVELY
Related to Stan and Mary’s story: What information sources are available for the HACC
Assessor to use in Stan and Mary’s Assessment?
Related to Gary’s story: What is the consent process needed for the GP to share the
Assessment summary with the counsellor?
ALTERNATIVELY
Related to Stan and Mary’s story: What is the consent process needed for the HACC
assessor to share the Assessment summary with other services involved in Stan and Mary’s
care?
What Assessment tools does your service use? Do they take into consideration medical,
social (such as accommodation), functional, lifestyle, cultural, religious and emotional
needs? Explain.
SERVICE COORDINATION – ELEARNING JOURNAL 7
SCREEN 8: Summary
Reflect upon how your agency performs and documents Assessments. Write a few reflective
notes about what you believe your agency does well, and what areas you think you could
improve Service Coordination in regards to Assessments.
Shared Care/Case Planning
SCREEN 6: Learning Check
Choose either Gary’s story or Stan and Mary’s story and consider these questions.
Review the SCTT – Shared Support Plan Template, and then review Section 3.6 of the
Victorian Service Coordination Practice Manual 2012 and read page 27 in relation to the
steps to develop a Shared Care/Case Plan. Then, when you are ready, answering the
following questions.
Does your agency’s protocols, guidelines or job description identify or define the Shared
Care/Case Planning (or equivalent) role/responsibilities? If so, how?
Describe your role in the Shared Care/Case Planning process.
SERVICE COORDINATION – ELEARNING JOURNAL 8
Does the Shared Care/Case Plan template that your service uses comply with the items
listed on page 25, section 3.6.5 of the Victorian Service Coordination Practice Manual 2012?
Explain.
What are the benefits of developing a Shared Care/Case Plan for Gary or Stan and Mary, and
the service providers involved in his care? Explain.
How would Gary or Stan and Mary’s needs/goals be prioritised? Explain.
SCREEN 10: Summary
Reflect upon how your agency performs and documents Shared Care/Case Planning. Write a
few reflective notes about what you believe your agency does well, and what areas you
think you could improve Service Coordination in regards to Shared Care/Case Planning.
SERVICE COORDINATION – ELEARNING JOURNAL 9
TOPIC: ADDITIONAL PROCESSES
SCREEN 6: Reflective Activity
What written information does your agency provide to consumers? Would someone at a
year 8 schooling level be able to understand it?
How do you ensure your consumers have understood the information provided to them?
SCREEN 10: Exchange of Information
Review the SCTT website, and locate and review the two page SCTT Summary Information
Exchange form.
Along which points of a consumer’s care may information exchange between agencies
occur?
What is your agency’s protocol on providing feedback on your Assessment to the referral
agency?
Does your agency have local agreements with referral partners regarding expectations for
communicating about common/shared consumers?
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SERVICE COORDINATION – ELEARNING JOURNAL 1
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Does your service acknowledge that they have received a referral? Also, what is the time
frame for a non-urgent referral? Explain.
SCREEN 18: Summary
Reflect upon how well your agency follows and implements these additional processes in
order to support Service Coordination.
TOPIC: SUPPORT RESOURCES
SCREEN 10: Summary
Locate and compile your agency’s specific forms, procedures, resources and policies. If these
aren’t in a central resource folder, talk with your manager about putting together several
agency specific operational procedures for on-the-job quick reference. Use the space below
to start jotting down some initial ideas, procedures and policies.
Forms:
Procedures:
Resources:
Policies:
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