Procedure for Handling a Change Request Regarding Number of Items

Step 1: Receive the Request

• If the request is made through the Changes to Service form, the entry will be logged in the register in Airtable under the tab Change Request Register.
• If the request is made in another way, such as email, SMS or phone, log the request in the register in Airtable under the tab Change Request Register for tracking purposes.

Step 2: Review the Request & Determine if Amendment is Required

• Verify if the change aligns with the client’s current service agreement and funding plan.
  • If the request aligns with the current agreement, proceed to step 3.
  • If the change does not align with the current agreement, proceed to step 4.

Note that the amendment must be approved by the client’s Plan Manager before the change can be implemented.

Step 3: Communicate with the Client - No Amendment Required

Step 3.1: Prepare for Confirmation

• Once the change is reviewed and verified, prepare an email to confirm the request.
• Include any relevant details, such as how the change will impact their upcoming orders or services.

Step 3.2: Send Confirmation Email

• Send an email to the client confirming their requested change.

Email if no Schedule of Supports Amendment required

Subject: Confirmation of Your Change Request for Meal Order 

Dear [Client's Name],

Thank you for your recent request to change the number of items you wish to receive in your upcoming order. We’ve reviewed your request and wanted to confirm the following:

- Requested Change: [e.g., increase/decrease] the number of items from [old number] to [new number].

- Impact on Upcoming Orders: This change will take effect starting from [date of next order]. Your updated order will be processed accordingly, and any additional items will be reflected in your upcoming delivery.

If you would like to make any further adjustments or have any questions regarding this change, please feel free to reach out. We’re here to assist you!

Thank you for your continued trust in our services. We look forward to delivering your updated order.

Step 4: Communicate with the Client - Amendment Required

Step 4.1: Prepare for Confirmation

• Send a confirmation email to the client informing them that the change cannot be implemented immediately and that the Schedule of Supports Amendment is required for the adjustment.

Step 4.2: Send Confirmation Email

• Send an email to the client confirming their requested change and requirement for Schedule of Supports Amendment.

Email if a Schedule of Supports Amendment required

Subject: Schedule of Supports Amendment Required for Change in Meal Order

Dear [Client's Name],

Thank you for your recent request to adjust the number of items you wish to receive in your meal order. After reviewing your request, we’ve found that this change does not currently align with your existing service agreement.

To proceed with your request, we will initiate a Schedule of Supports Amendment on your behalf. However, please note that this amendment will need to be reviewed and approved by your Plan Manager before we can implement the change.

Here’s what will happen next:

- Schedule of Supports Amendment: We will complete the amendment process and submit it to your Plan Manager for approval.

- Approval: Once your Plan Manager has approved the amendment, we will proceed with your requested change and adjust your order accordingly.

If you need any assistance with this process or have questions along the way, please don’t hesitate to reach out. We are happy to support you through the approval process.

Thank you for your understanding, and we look forward to resolving this and continuing to provide the best service for you.

Step 4.3: Initiate the Schedule of Supports Amendment

• Request or prepare the Schedule of Supports Amendment document with the updated requirements.
• Send Amendment to Participant to sign.
• Submit the completed amendment to the client’s Plan Manager for review and approval.

Step 4.4: Plan Manager Approval

• Follow up with the client’s Plan Manager to ensure timely approval of the amendment.
• If approval is received, proceed to step 5. If not, inform the client of any delays or issues. 

Step 5: Update Records and Implement Change

• Once the amendment is approved, update internal records and systems to reflect the new order details, including the updated number of items.