The Integrated Service Response (ISR) is a whole-of-government initiative by the NSW Government. It is designed to manage the risk of the most vulnerable people ‘falling through the gaps’ between services, during the early years of the National Disability Insurance Scheme (NDIS).
Find out more about who the ISR was established to support here.
Find out more about the theory of integrated practice here.
What does the ISR do?
The ISR assists mainstream (government) and disability services to coordinate wraparound support for people with disability who have complex support needs and whose wellbeing and stability in the community is threatened. They may be at risk due to crisis, a complex situation, the changing nature of their support needs or community safety concerns.
The ISR is a time-limited initiative, funded until December 2019. The initiative is intended to build the capacity of services to work collaboratively during the early years of the NDIS and to provide advice to governments about systemic barriers to supporting people with disability with complex support needs.
ISR supports local services to build a shared understanding of a person with complex support needs. The focus is on building capacity for collaborative practice. It does not intend to provide ongoing case management or replicate the roles and responsibilities of other services.
ISR activities include:
- Building a shared understanding of a person’s history, needs and goals
- Establishing a team from representatives of local services
- Providing advice, expertise and connections to help teams resolve difficult issues
- Bringing together different perspectives and helping services to clarify road blocks and opportunities
- Strengthening collaboration between local services
- Collating immediate and longer term actions into an Integrated Action Plan for everyone to follow
Tool for local services
The ISR shares resources to improve understanding of people with disability who have complex support needs and support collaborative practice across services, including:
- facilitation tools for meetings and workshops
- case studies illustrating how to support interagency practice
- fact sheets about services relevant to people with disability who have complex support needs.
The NSW Ministry of Health hosts the ISR project on behalf of the NSW Government. The ISR team works directly with staff from the NDIA, NSW agencies, non-government organisations and the private sector. The team does not work directly with the participant or their carers because the purpose is to resolve issues related to service coordination. Consent from the person or Guardian is required to undertake this work.
How can the ISR help?
The ISR becomes involved when local services are unable to resolve a crisis or complex situation for a person with disability who has complex support needs. The initiative aims to support local services to work together to deliver improved outcomes for:
- The client: their immediate issues are resolved as quickly as possible and sustainable ongoing support arrangements are put in place.
- Local services (short term): New capacity and capability to deliver wraparound, multi-agency, person-centred supports.
- System-wide (long term): Identification and escalation of systemic barriers to supporting people with disability who have complex support needs.
Who are the referring agencies?
Only NSW Government agencies and the NDIA can make a referral to the ISR. Disability service providers can contact the NDIA in their area to request that a referral be made to the ISR. You can see who the nominated agency leads are here.
When do I refer someone to the ISR?
Referral to the ISR is appropriate when local services are unable to resolve issue(s) that threaten the wellbeing or stability of a person with disability who has complex support needs. See the ISR eligibility criteria here.
Still have questions?
The ISR team can be contacted at MOH-IntegratedServiceResponse@health.nsw.gov.au.