Intake → Goal Planning → Departure. Working draft — desktop review of documented process only, not yet validated against operational reality (that validation sits in the out-of-scope "Practice Validation" depth layer).
flowchart TD
subgraph ENTRY["ENQUIRY & INTAKE — 01.01 Client Intake (To-Be)"]
A1["Enquiry made\n(phone/in-person/expo/NDIA)"] --> A2["SDT logs enquiry\n+ HubSpot record"]
A2 --> A3["Follow-up call,\ngather customer details"]
A3 --> A4{"Client\nValidated?"}
A4 -->|No| A5["Close lead in HubSpot\n+ optional declined survey"]
A4 -->|Yes| A6["Update status: Qualified"]
A6 --> A7{"Integration\nmethod?\n(Manual/Auto/TBC-Pending)"}
A7 --> A8["Client record created\n(HubSpot/MS Dynamics)"]
end
A8 --> B1
subgraph PROFILE["PROFILE GATHERING — 01.02"]
B1["Arrange & hold client meeting"] --> B2["Complete forms\n(paper or digital)"]
B2 --> B3{"Signature\nrequired?"}
B3 -->|Yes| B4["Sign, scan/upload\nagainst case file"]
B3 -->|No| B4
B4 --> B5{"Client a debtor?\nMS Dynamics\nintegration?"}
B5 -->|No integration| B6["Manual email\nto Finance"]
B5 -->|Integration| B7["Record auto-updated\nin MS Dynamics"]
end
B4 --> C1
subgraph GOALS["GOAL PLANNING & TRACKING — 01.04"]
C1["Establish goals with client"] --> C2["Input goals in\nVisiCase client profile"]
C2 --> C3["Service delivery\n(NOT MAPPED)"]
C3 --> C4["Record goal progress\nagainst shift notes"]
C4 --> C5{"Progress\nreporting\ntriggered?"}
C5 -->|Yes, ad hoc| C6["Export notes to CSV\n(manual, Excel)"]
C6 --> C7["Filter/analyse in Excel"]
C7 --> C8["Email goal report"]
C8 -.->|"GAP — no evidence\nreport goes anywhere"| C9["? Service design /\nCI Register / practice change"]
C5 -->|"90 days"| C10["Case File & Plan Review\n(NOT MAPPED)"]
C10 --> C11["Pull all goal\ntracking data"]
C11 --> C12{"Goal\nupdates?"}
C12 -->|Yes| C2
C12 -->|No| C13["End"]
end
subgraph RECORD["ONGOING RECORD — 01.03 Maintain Client Record"]
D1["Service delivery triggers\nprofile/provision change"] --> D2{"HubSpot /\nMS Dynamics\nintegration?"}
D2 -->|No| D3["Manual email\nnotify Sales / Finance"]
D2 -->|Yes| D4["Auto-update record"]
end
C3 -.-> D1
subgraph DEPART["DEPARTURE — 01.05 Departure Management"]
E1["Departure trigger:\nplanned / unplanned / death"] --> E2["Discuss with client,\nrecord decision to leave"]
E2 --> E3["Notify NDIS Admin, Sales,\nstakeholders, housemates"]
E3 --> E4["Finance closeout:\nfinal billing, release\nPRODA bookings"]
E4 --> E5["Close case file,\ndeactivate client"]
E5 --> E6["Update vacancy profile"]
end
D3 -.-> E1
D4 -.-> E1
E6 ==>|"LOOP CLOSES —\nvacancy re-enters pipeline"| A_vacancy["Report Vacancies\n(01.01 Client Intake)"]
E2 -.->|"GAP — no evidence\ndeparture REASON feeds\nback into intake risk\nscreening or service design"| A4
subgraph CJM["Customer Journey Map (sales-facing view)"]
F1["...4-9+ week transition\npipeline, many\n'dependent on schedule'\nsteps..."] --> F2["Participant moves in"]
F2 --> F3["Fortnightly check-ins x3,\nthen 3-6 monthly x∞"]
F3 --> F4["Participant leaves SIL\naccommodation\n(UNDOCUMENTED — labelled\nas such on Achieve's\nown diagram)"]
end
F4 -.->|"GAP — no documented\nhandoff from journey map\nto Departure Management\nprocess"| E1
style C9 fill:#f4dad7,stroke:#b3352f,stroke-dasharray: 5 5
style A_vacancy fill:#dcebde,stroke:#2f7a3f
style F4 fill:#f4dad7,stroke:#b3352f,stroke-dasharray: 5 5
An enquiry arrives by phone, in person, or via a channel such as an NDIA referral or expo, logged by the Service Development Team with HubSpot as the system of record. The separately-governed Client Entry Procedure (v3.4, 05/2024) describes the same front door differently: a "Client Engagement Team" gathers a Customer Engagement Form and consent form, producing a "One-Page Profile" provided to the GM and Business Development Manager within 72 hours of contact — the procedure does not state a timeframe for the GM's suitability decision itself, only for the profile's delivery. Validated clients move to "Qualified," with an explicit "Method: TBC/Pending" decision point for whether the record is created via system integration or manually.
01.01 Client Intake (To-Be).pdf Client Entry Procedure.pdf §3.5Forms completed in person or independently, signed via e-signature or hard copy, uploaded against the case file. Whether Debtor status syncs automatically to MS Dynamics or requires a manual email to Finance depends on an "MS Dynamics Integration?" gateway in the process itself.
01.02 Gather Client Profile Information (To-Be).pdfAny profile or service-provision change during service delivery is meant to update HubSpot and/or MS Dynamics — again conditional on integration existing; the fallback where it doesn't is a manual email to Sales or Finance.
01.03 Maintain Client Record (To-Be).pdfGoals entered into VisiCase; progress recorded against shift notes during service delivery (itself marked "Not Mapped"). Whether a progress report is generated depends on a "Progress Reporting?" gateway with no documented trigger owner or cadence — when triggered, notes are exported to CSV, filtered manually in Excel, and emailed out. Separately, a 90-day cycle pulls all goal data via a "Case File and Plan Review" step, also marked "Not Mapped," looping back into goal-setting only if updates are identified.
01.04 Goal Planning & Tracking (To-Be).pdfPlanned, unplanned/involuntary, or death-in-service, each a distinct sub-path, converging on: notifying NDIS Admin/Sales/stakeholders; finance closeout (final billing, AR closure, PRODA booking release); case file closure and client deactivation. The process explicitly ends with "Update Vacancy Profile" — the one point in the whole lifecycle where the diagrammed process closes a loop, since a new vacancy is exactly what 01.01 Client Intake watches for.
The separately-governed Client Exit Procedure (v2.2, 05/2024) adds detail the diagrams don't carry: the exit decision is made jointly by client, family, and the COO; a Manager completes a Client Exit checklist and risk assessment; a detailed report goes to the CEO listing every strategy attempted before exit. None of this — the COO-level decision, the CEO report, the documented reasons — appears in the 01.05 diagram or is shown feeding back into 01.01 intake risk screening.
01.05 Departure Management (To-Be).pdf Client Exit Procedure.pdf §3.2–3.4Intake, profile-gathering, and record-maintenance diagrams each contain an explicit "Integration? Yes/No" gateway, with the "No" branch falling back to manual email. Data consistency between HubSpot, MS Dynamics, and VisiCase depends on which branch fires on any given day — not on process design.
01.01, 01.02, 01.03 (To-Be).pdfThe only artefact from the goal-planning loop is an emailed Excel report on an undefined trigger. No evidence it reaches the CI Register, informs service design, or is reviewed above the immediate Service Manager/Coordinator.
01.04 Goal Planning & Tracking (To-Be).pdfThe Client Entry Procedure lists the CI Register as one of three "Applicable Registers" governing entry decisions, implying entry-stage learnings feed it. No process document shows how or when that actually happens.
Client Entry Procedure.pdf §2Client Entry Procedure §3.4/§3.12 has intake staff assess risk factors essentially fresh for each new enquiry. Nothing shows whether patterns in why people leave are ever analysed in aggregate or used to sharpen that screening.
01.05 (To-Be).pdf Client Exit Procedure.pdfSales Guide (08/23) predates Client Entry/Exit Procedures (05/2024), which predate the To-Be process library (11/2025) by over a year. All three are treated as current reference material in the folder provided, with no visible deprecation markers.
Not reproduced: the Sales Guide contains an illustrative, non-identifying training example (placeholder names "Joe"/"John") used to teach objective shift-note writing. Training material, not real participant data, but withheld as a precaution.