General Questions

Who can use Centro ASSIST?

Centro ASSIST is available for all disability service providers within Australia. Providers who are about to register, are registered or are unregistered but provide services to NDIS participants, will find Centro ASSIST’s products valuable.

The included content will help disability service providers become registered and run their businesses and meet their obligations under the NDIS Quality and Safeguarding Framework.

How is Centro ASSIST associated with the NDIA?

Some of the information presented in Centro ASSIST is available from various funding bodies. Centro has consolidated and curated the numerous resources, rules, tables and data published by the NDIA and the Australian Government and adapted by us for service providers. It provides a simplified view specifically designed for disability support providers. Holocentric, our parent company, provides the NDIA with their Modelpedia product for business process modelling.

I need help with the web-app, what do I do?

Visit the Support Portal, this is our guide to the Centro ASSIST web-app.

What should I be aware of before an audit?

If you have just received your letter from the NDIA stating that you will be audited and need to renew your NDIS registration, there are a number of steps you need to be aware of.

  1. Check the date your renewal is due.
  2. Analyse your current policies and processes and compare against the new Quality and Safeguarding Framework
  3. Write (or outsource to Centro ASSIST) any missing or inaccurate policies and processes.
  4. Prepare for an audit. All audits post the NDIS rollover of July 1 2019 for all states (except WA) will be treated as a new registration.
  5. You must give full details of your business operations, the services you will provide, your facilities, qualifications of staff and submit the correct documents to support their compliance with the QSF.

What will happen after my registration?

The policies and procedures, pricing information and lookup of NDIS information are valuable all year round. Verification can be fast tracked using your Centro documentation and system as you can show evidence of your staff using the policies, onboard new staff quickly and be assured that the latest procedures and pricing is maintained and up-to-date.

To maintain registration service providers will be monitored annually. This surveillance audit depends on internal and external factors and applies to both Verification and Certification audits.
Note: First one 12 months from initial registration date and another 12 months after the first.

How do I complete the self-assessment questionaire?

Completing the self-assessment questionnaire as part of your initial registration can be daunting. The instructions are to provide a 300 word answer to these questions. As a Centro ASSIST subscriber we provide a self-assessment guide with pre-prepared answers, linked to the policies and processes in our system.
Here are the questions and areas that you need to have an answer and evidence for:

  • Person-centred Supports
  • Individual Values and Beliefs
  • Privacy and Dignity
  • Independence and Informed Choice
  • Violence, Abuse, Neglect, Exploitation and Discrimination
  • Governance and Operational Management
  • Risk Management
  • Quality Management
  • Information Management
  • Feedback and Complaints Management
  • Incident Management
  • Human Resource Management
  • Continuity of Supports
  • Access to Supports
  • Support Planning
  • Service Agreements with Participants
  • Responsive Support Provision
  • Transitions to or from the Provider
  • Participant Money and Property
  • Management of Medication
  • Management of Waste

I have my own policies and processes that I want uploaded to the system

Where you have your own content to upload to meet the QSF, then Centro BUSINESS is the best approach. If you are not sure whether your current content complies, then use our Expert Policy and Process Check for a free assessment. Simply send us your information and we will give you a free “gap check” and recommendations.

There are gaps in my content and I need more policies and processes written

We bring our ‘best practice’ policies and processes to your organisation, providing step by step maps on what is required to follow a process. To facilitate your registration to the NDIS, we also provide services to adapt any specific policies and processes that you require.

As administrators of the content we will update and release the content for your workforce. This reduces the workload and minimises the risk for your business/organisation. We will provide a reliable turn-around time for updates and ensure that your staff are aware of their obligations.

Does Centro ASSIST help with the auditing process?

Yes, we can help you. Our service includes referrals to auditors and support during the process if you need updates to the policies and processes supplied by us. For current Centro customers, please send through your Scope of Audit to support@centroassist.com.au and we will start the referral process for you.

How do I print documents?

Soft-copies of process and policy files can easily be downloaded from our web-app. Once you have downloaded a soft-copy you can print the file. Please see instructions below:

Step 1: After logging into the web-app, click the Processes tab located on the header.

Step 2: Click the List option next to Menu.

Step 3: Select the download button and the documents will be saved to your device.

Step 4: Open the file and print.

Click here to view instruction infographic

I need a soft-copy version of process and policy files?

Soft-copies of process and policy files can easily be downloaded from our web-app. Please see instructions below:

Step 1: After logging into the web-app, click the Processes tab located on the header.

Step 2: Click the List option next to Menu.

Step 3: Select the download button and the documents will be saved to your device.

Click here to view instruction infographic

Is the Centro ASSIST web-app available on mobile or as an app?

The web-app that is accessed using a web browser over the internet. Though it can be viewed on a mobile device, there is no stand alone app.

What browsers are supported?

For a seamless user experience, we recommend using the latest versions of Chrome, Firefox or Safari.

Do I need advanced IT skills to use the Centro ASSIST web-app?

Not at all! The Centro ASSIST web-app has been designed to be as intuitive as possible with both visual-based browsing and search-based use. All you need is a desktop computer or laptop and an up-to-date web browser.

Do I need someone to install it?

Installation is not required. The Centro ASSIST web-app is cloud-based so once we have received your registration; we will send you a link URL with your sign in details.

Does the Centro ASSIST web-app need ongoing maintenance? / Will I need to maintain my Centro web-app?

No, the Centro ASSIST web-app is maintained by us. Content is updated in accordance with the latest data and information issued by the NDIA and the Australian Government.

If I have a complaint, what do I do?

Please use the Contact Us form on our website and alert us to the fact that you have a complaint and provide a phone number and email so that we can contact you and discuss your concerns. We will do everything we can to improve the situation and resolve your issue.


 

Subscriptions & Payment

Why do I need to register before purchasing?

By registering your details, especially the purchaser who becomes the Administrator of the account, you will be able to record your credit card details, add new users and receive updates from us.

Can I unsubscribe?

You may cancel the subscription at any time by completing our Cancellation Form. If you cancel your subscription during the minimum term, outstanding fees and charges may apply. If you cancel your subscription after the minimum term, the cancellation will take effect at the end of your current billing period. Please refer to our Terms & Conditions.

You can opt-out of future communications from us by clicking on the ‘Unsubscribe’ link at the bottom of our newsletters and emails.

I haven’t received my login

It can take us a few hours to verify your details and enable account access so please allow up to one business day to receive your login. If you haven’t heard from us within this time period, contact us.

Can my organisation have multiple logins?

Yes, different people from within the same organisation can get access to Centro FREE. However everyone must request access individually. Bulk requests are not supported.

Centro ESSENTIALS, Centro PROFESSIONAL and Centro BUSINESS are based on a licence fee per user and once the initial licence is purchased, the primary contact will be assigned as the Centro Administrator and will be able to add additional users. Refer to our Terms & Conditions for further information.

What credit cards/payment methods do you accept?

We accept MasterCard and Visa credit cards. The credit card used to purchase the subscription will be used for subsequent monthly recurring billing. Please submit a form if you wish to discuss an alternate payment method.

Is my credit card information secure?

Your details are secure and we do not store your credit card information on our data server or our customer management system. We use a PCI-compliant payment processor, Authorize.net which is owned by Visa to process the recurring payments.

How do I upgrade and purchase more licences?

Contact us and we will extend your licences and amend your billing to suit your new requirements.

How do I change/update my credit card details?

Once you sign-in to Centro ASSIST’s subscription portal, you will be able to modify your credit card details, expiry date and card type.


Centro BUSINESS

What is Centro BUSINESS?

Centro BUSINESS is suitable for organisations that have existing policies and processes.

We offer a logical and better way to manage policies and processes for all staff, management and auditors. Centro BUSINESS is a centralised single source of truth for the organisation.

It presents the information in an intuitive digital web-app so people in the workforce can clearly understand their responsibilities and obligations

Our approach is a combination of an intuitive end user web-app called ‘Centro BUSINESS’ and professional services to create and maintain the content required.

I already have a Quality Manager who has written policies for us – why do I need Centro BUSINESS?

All existing providers will have some form of quality and compliance content, sometimes managed by a Quality Manager or such. As diligent and dedicated your staff or yourself may be, the task of meeting an audit with out of date policies and processes is complex and time-consuming. As valuable as your current content is, many are in paper-based folders and not digitised for sharing.

The new Quality and Safeguarding Framework has some strict rules regarding compliance and evidence of how policies and processes are adhered to in an organisation. From our experience 60% of current policies and processes don’t meet these new standards. As time is critical when faced with an audit, the rework and realignment of your policies and processes can put pressure on your quality team. Centro BUSINESS has expert policy writers, support staff and an online software system to host and communicate your policies and processes. We can:

  • digitise your existing content
  • analyse the gaps against the new standards
  • host on a shareable platform

to help you meet your audit timelines. Enquire today for a quote.

What is the difference between Centro PROFESSIONAL and Centro BUSINESS?

The Centro BUSINESS web-app provides more powerful functionality suited to larger organisations with more complex compliance requirements. Centro BUSINESS also includes additional features such as a GAP analysis, content migration services and more licenses. Enquire today to find out more.

How much does Centro BUSINESS cost?

Centro BUSINESS is priced according to the complexity of your requirements and the size of your organisation. We typically find that most providers need between 40%-60% of their policies to be rewritten to align with the Quality and Safeguarding Framework.

Our pricing also depends on which registration groups you are operating within. For instance, Modules 1-5 require more stringent policies and processes.

  1. High Intensity Daily Personal Activities
  2. Specialist Behaviour Supports
  3. Early Intervention supports for early childhood
  4. Specialised Support Coordination
  5. Specialist Disability Accommodation (SDA)

For the other registration groups there is still a need for the core compliance content to match the new guidelines. Depending on the size of your organisation and the number of ‘licences’ for the software platform you require, we will provide a personalised quote. Enquire today to learn more.

How do I get started?

Contact us to get a policy and process check by our Centro ASSIST consultants, to see how you align with the new standards. The check is free, confidential and personalised for your business.

In this check, you will receive:

  • Check of your existing policies and processes
  • Gap analysis outlining what you need to do to comply with the QSF
  • One-on-one session to review the results obligation free

How many staff can use Centro BUSINESS?

We support small to large organisations with our Centro BUSINESS offering. Pricing options are based on the number of Full-Time Equivalents. Please contact us for pricing. Contractors/employees are provided a centralised approach to Risk management and compliance with the regulations. It is available online, not as a static resource. It allows auditors easy access to the content as well.

What does a Centro BUSINESS subscription include?

The Centro BUSINESS subscription will include:

  • An initial “gap check” analysis, and final scope agreed for policies that need transformation to meet QSF
  • Service to adapt existing customer content and presenting them in the web-app
  • Services to author the initially agreed scope of ‘content’ and presenting them in the web-app.
  • Access to re-use and/or adapt our ‘standard’ policies and processes for NDIS Service Providers
  • Ongoing services to update policy and processes stored in the web-app
  • Initial set up and access to Centro ASSIST.
  • Training of a ‘local’ administrator on how to add new users
  • Access to sample registers and forms used by NDIS Service Providers
  • Help desk and chat with support team

How do I get the Knowledge Testing module?

Please contact us if you would like the Knowledge Testing module as an add-on.

How do I customise the web-app with my branding?

Please visit the Support Portal for help articles on customising the web-app.

How do I personalise my policies and processes?

Please visit the Support Portal for help articles on personalising policies and processes.

What happens if we cancel our Centro BUSINESS subscription?

On the conclusion of the subscription. Centro ASSIST will provide editable hard copies of policies and processes that are presented in the web-app.


Knowledge Tests

What are the Knowledge Tests?

Our Knowledge Tests are multiple choice tests designed to test employee’s understanding of NDIS polices and processes and provide evidence of compliance. They are seamlessly integrated within the Centro web-app.

How do I use the Knowledge Tests?

Access the Support Portal to view help articles on how to use the Knowledge Tests.

How do I purchase the Knowledge Tests?

Knowledge Tests are included as part of the Centro PROFESSIONAL subscription. The Knowledge Tests are also available as an add-on for Centro BUSINESS. Please contact us if you would like more information.

How do I create my own custom Knowledge Tests?

Custom Knowledge Tests are a feature available to Centro BUSINESS customers who have purchased the Knowledge Test module. Our professional technical writers can author custom Knowledge Tests for your organisation. Please contact us for more information.

How can the Knowledge Tests help my business?

The Knowledge Tests can benefit your business by:

  • Demonstrating continuous improvement within your organisation via continuous upskilling, education and training for your employees
  • Providing assurance that your employees actually understand your policies, processes and the NDIS Practice Standards
  • Reducing employee onboarding time and cost
  • Creating a culture of organisational compliance
  • Contributing to excellence in service delivery

Enquire now.


Centro PROFESSIONAL

What is Centro PROFESSIONAL?

Centro PROFESSIONAL is designed for small providers (under 5 employees) who require ready-made NDIS policies and processes and customisation functionality of the Centro ASSIST web-app.

What is the difference between Centro ESSENTIALS and Centro PROFESSIONAL?

Centro PROFESSIONAL includes all the features of Centro ESSENTIALS (formerly CORE/CORE PLUS) plus edit functionality of the web-app and integrated Knowledge Tests. Visit our product comparsion page to learn more.

Is Centro PROFESSIONAL on a monthly or annual subscription?

Annual subscription.

How do I purchase Centro PROFESSIONAL?

Visit our Centro PROFESSIONAL page and submit an Enquiry Form. Our team will be in touch with a quote. Once your recieve the quote, let us know if you would like to proceed. Then an invoice will be issued to your organisation to pay. Centro PROFESSIONAL is paid annually.

I need Supplementary Modules, which product should I purchase?

Supplementary Modules are available for an additional cost in Centro ESSENTIALS and Centro PROFESSIONAL. Centro BUSINESS has all the Supplementary Modules included.

Supplementary Modules include:

  • High Intensity Daily Personal Activities
  • pecialist Behaviour Supports
  • Early Intervention supports for early childhood
  • Specialised Support Coordination
  • Specialist Disability Accommodation (SDA)

How many users can use Centro PROFESSIONAL?

Centro PROFESSIONAL is designed for small providers with up to 5 employees. 5 licences are available for Centro PROFESSIONAL. If you require more licences, explore Centro BUSINESS.

How do I customise the web-app with my branding?

Please visit the Support Portal for help articles on customising the web-app.

How do I personalise my policies and processes?

Please visit the Support Portal for help articles on personalising policies and processes.


Centro ESSENTIALS (previously Centro CORE/CORE PLUS)

What is Centro ESSENTIALS?

Centro ESSENTIALS (formerly CORE/CORE PLUS) is a subscription-based web-app business tool for service providers to help them with registration and meeting their Quality and Safeguarding obligations. It includes content such as ready-made business processes and policies linked to requirements stipulated by the NDIS Terms of Business, National Standards for Disability Services and the new Quality Safeguarding Framework.

To help them run their business efficiently we have added the registers, forms and guides they need. Find Risk and Complaint registers, forms to record complaints and incidents, to name a few. Subscribers can use these forms to help them manage their day to day operations or as evidence when they are registering for the NDIS or an audit.

Centro ESSENTIALS is a web-app with the latest information from the NDIA. It includes detailed information about support items including pricing, professional requirements and registration grouping information and is maintained by Centro ASSIST.

What is included in Centro ESSENTIALS?

Centro ESSENTIALS includes the Core Module plus, the ability to purchase Supplementary Modules as required for registration and renewal for the 5 specialist registration groups. Modules 1-5 are:

  1. High Intensity Daily Personal Activities
  2. Specialist Behaviour Supports
  3. Early Intervention supports for early childhood
  4. Specialised Support Coordination
  5. Specialist Disability Accommodation (SDA)

Whether you require just one, or multiple Modules, you can build the system to your requirements. Purchase the modules in the Centro Subscription Portal. Centro ESSENTIALS can be purchased as a monthly payment for the Core Module, with Supplementary Modules it is an annual payment, payable by credit card in advance.

Is Centro ESSENTIALS a monthly or annual subscription?

Core Module content is available on a monthly payment plan for a minimum 12-month commitment. If you require Supplementary Modules, the payment plan will be annual.

How easy is it to use Centro ESSENTIALS?

Centro ESSENTIALS is a web-app which is intuitive, with an easy-to-use interface that requires no training and no IT expertise to install or use. It is designed specifically for disability service providers and we are confident that it will help providers manage their business.

What is the difference between Centro FREE and Centro ESSENTIALS?

Centro ESSENTIALS is a paid subscription service that builds on the FREE library of information and includes ready-made policies and procedures, forms, guides and registers for service providers so that they can meet their Quality and Safeguarding Framework obligations.

Centro FREE for disability service providers is a free service and is a resource that shows the pricing, staff requirements and registration group information. We will keep this updated with the latest information from the NDIA.

It includes the 7 Steps to Registration workflow, designed for those that are in NSW and SA with the NDIS Quality and Safeguarding Commission and the rest of Australia under their current State regulations. This will be updated when the NDIS roll-out plan is implemented.

Will I be able to move to Centro ESSENTIALS from the Centro FREE version?

Yes, all the features that you love in the Centro FREE version will be in the Centro ESSENTIALS version, plus the policies and procedures to meet the Verification and Certification obligations. When you subscribe to Centro ESSENTIALS there is an opportunity to upgrade. See our product comparison page for the latest plans and pricing: www.centroassist.com.au/product-comparison

Can I upgrade from Centro ESSENTIALS to Centro PROFESSIONAL?

If you are on a monthly payment contract and would like to upgrade to Centro PROFESSIONAL, you will need to purchase a new Centro PROFESSIONAL subscription and the remaining amount of your Centro ESSENTIALS subscription will be cancelled.

If you have paid annually for your Centro ESSENTIALS subscription, you will receive credit for your remaining subscription against the price of the new Centro PROFESSIONAL subscription. However, your contract end date is extended to one year from the date of upgrade.

How do I give my staff access to Centro ESSENTIALS?

Once you sign-in to the subscription portal, the Centro Administrator (the person who registered initially) will be able to Invite / Add New Users. Once the invited staff member receives their invite via email, they will be asked to create a password.

Where does the content come from?

We have expert policy and process writers that have authored the Core module content in an easy to understand, ready-made, online format. We will keep the content up to date.

We have experts, including a psychologist and clinicians to review and write the content required for Modules 1-5 for the specialist registration groups. We will keep the content up to date.

I need a soft copy-version of the process and policy files?

Soft-copies of process and policy files can easily be downloaded from our web-app. Please see instructions below:


Step 1:After logging into the web-app, click the Processes tab located on the header.

Step 2: Click the List option next to Menu.

Step 3: Select the download button and the documents will be saved to your device.

Click here to view the instruction graphic

How do I cancel my Centro subscription?

You may cancel the subscription at any time by completing our Cancellation Form . If you cancel your subscription during the minimum term, outstanding fees and charges may apply. If you cancel your subscription after the minimum term, the cancellation will take effect at the end of your current billing period. Please refer to our Terms & Conditions.


Centro FREE

What is Centro FREE?

Centro FREE helps service providers access the information and resources they need to become a registered NDIS provider. With Centro FREE you can locate up-to-date information relating to areas like professional certification requirements, pricing rules and the registration process.

What is the difference between Centro FREE and Centro ASSIST's paid subscriptions?

Paid subscriptions build on the FREE library of information and include ready-made policies and procedures, forms, guides and registers for service providers so that they can meet their Quality and Safeguarding Framework obligations.

Centro FREE for disability service providers is a free service and is a resource that shows the pricing, staff requirements and registration group information.

Centro FREE also includes a 7 step guide for registration and renewal for all states and WA.

Centro ASSIST keep Centro FREE updated with the latest information from the NDIA.

Will I be able to move to a paid Centro subscription from the FREE version?

Yes, all the features that you love in the Centro FREE version will be in our Centro subscriptions, plus the policies and procedures to meet the Verification and Certification obligations. See our product comparison page for the latest plans and pricing: https://www.centroassist.com.au/product-comparison

See here for our Terms & Conditions and our Privacy Policy

Correct as at 26 September 2019