SOP: Client Request to Change Meal Provider

TABLE OF CONTENTS

• 1. Purpose
• 2. Scope
• 3. Roles & Responsibilities
• 4. Triggers & Entry Points
• 5. Step 1 – Log the Request in Airtable
• 6. Step 2 – Funding & Agreement Checks
  • 6.1 NDIS clients (plan-managed & self-managed)
  • 6.2 DVA clients
• 7. Step 3 – New Provider Suitability Checks
• 8. Step 4 – Current Orders & Transition Timing
• 9. Step 5 – Update Systems for New Provider
  • 9.1 Update client meal provider selection
  • 9.2 Update order cut-off & delivery details
  • 9.3 Update automation & codes
• 10. Step 6 – Task Management (Airtable & Asana)
• 11. Step 7 – Communicate with Client / Authorised Rep
• 12. Step 8 – Weekly Follow-Up After Request Initiated
• 13. Step 9 – Exceptions & Escalation

1. Purpose

To outline the step-by-step process for handling client requests to change meal provider, ensuring:

• Funding and service agreements are respected

• Providers are suitable and approved

• Systems (Airtable, Asana, Freshdesk) stay accurate

• Clients receive clear and timely communication

• Risks and exceptions are escalated appropriately

2. Scope

This SOP applies to:

• NDIS plan-managed clients

• NDIS self-managed clients

• DVA clients (for funding checks only, where relevant)

Out of scope:

NDIA-managed NDIS clients – cannot proceed with Empower Eats services or provider changes.

3. Roles & Responsibilities

• Active Care team

  • Owns the process from receipt of request to completion.

  • Performs checks, updates systems and communicates with clients/authorised reps.

• Head of Operations / Active Care Coordinator

  • Approves exceptions and handles escalations.

  • Confirms use of any new/unknown providers.

4. Triggers & Entry Points

A Meal Provider Change Request process starts when:

• A client or authorised representative requests a change of meal provider

• A support coordinator requests a change on the client’s behalf

• There is an internal trigger (e.g. provider no longer suitable, provider issues)

Request may arrive via:

• Email

• Phone call or SMS (must be logged in Airtable and Aircall)

• Website or Airtable form

5. Step 1 – Log the Request in Airtable

Base: CRM - Empower Eats
Table: NDIS Clients

1. Open the client’s record.

2. In the Customer Status field, set to:

   • Meal Provider Change Request

3. This will automatically create a task in the client card called “Meal Provider Change Request”.

4. Update that task name to specify the exact change requested, e.g.:

   • Meal Provider Change | Lite 'n Easy -> St Food Co

5. If the client is not in onboarding, update the Status field to add the Meal Provider Change Request tag.

6. Step 2 – Funding & Agreement Checks

6.1 NDIS clients (plan-managed & self-managed)

1. Confirm the Service Agreement is in place and provider-agnostic.

2. Check the funding limit for the period in the Service Agreement:

   • It must be sufficient to cover at least a minimum order from the requested meal provider.

3. Check for plan constraints:

   • If the plan end date is within 4 weeks, do not proceed with the change.

     • Escalate (see Section 11) to discuss whether a short-term arrangement or delay is appropriate.

4. Check if the client is on hold due to unpaid invoices:

   • If yes, do not proceed with provider change until the hold reason is resolved.

   • Escalate if needed.

Plan-managed vs self-managed:

The checks are the same at this stage. Any plan manager/self-managed differences are handled in your funding/claims processes, not here

6.2 DVA clients

1. Check the client’s funding hours and schedule.

2. Confirm that their approved hours/schedule will cover orders from the requested meal provider.

7. Step 3 – New Provider Suitability Checks

For the requested new provider:

1. Approved provider check

   • Confirm they are already an approved meal provider in your system (Airtable Meal Providers table).

   • If not found:

     • Do not proceed on your own.

     • Escalate to Head of Operations to review and approve/decline.

2. Delivery coverage

   • Confirm the provider delivers to the client’s postcode.

3. Minimum order & product requirements

   • Check the provider’s minimum order value and any specific product requirements (e.g. only certain items eligible, minimum number of meals per order).

   • Confirm this is feasible for the client within their funding.

4. Client preferences vs provider options

   • Ensure the provider can meet:

     • Dietary requirements (texture-modified, allergens, vegetarian, etc.)

     • Preferred meal types (bulk meals vs single meals, snacks, breakfasts)

     • Required delivery frequency (weekly, fortnightly, etc.)

5. Non-compliant or excluded providers

   • If the client requests a provider you do not work with (non-compliant, problematic history, or outside your model):

     • Inform the client/authorised rep that Empower Eats is unable to work with that provider.

     • Provide a list of approved providers that:

       • Deliver to their location, and

       • Meet their basic dietary/delivery needs.

     • Keep the Customer Status / Status fields in “Meal Provider Change Request” while they choose from the approved list.

8. Step 4 – Current Orders & Transition Timing

Before confirming the change:

1. Check for any existing or upcoming orders with the current provider.

2. If there is an active order cycle:

   • Allow that cycle to finish, and commence the new provider from the next order window.

3. Respect each provider’s cut-off rules:

   • Some providers (e.g. Lite n’ Easy, Chefgood, YouFoodz, etc.) have different order cut-offs and delivery schedules.

   • If the request is made after a provider’s cut-off, start the new provider from the next available cycle.

9. Step 5 – Update Systems for New Provider

9.1 Update client meal provider selection

In the client record (NDIS Clients table):

1. Update “Meal Provider” to reflect the change:

   • If it’s a complete swap:

     • Remove the old provider and set the new provider as the primary.

   • If the client will now swap between providers:

     • Add the new provider while leaving the existing one(s) in place.

2. If there are multiple providers:

   • Open the Meal Providers table.

   • Check which Multiple Providers D1 (Thu D1) - Internal Only or Multiple Providers D2 (Thu D2) - Internal Only record:

     • Contains all the relevant providers in the Multi Provider MP tags.

   • If no multi-provider record covers all providers:

     • Escalate to Head of Operations to create/confirm the correct multiple provider entry.

9.2 Update order cut-off & delivery details

Using the new provider’s entry in the Meal Providers table:

1. Order cut-off

   • Check the provider’s website or the Order Cut Off Day field.

   • Update the client record’s Order cut off field accordingly.

2. Delivery day

   • Check the provider’s website for the correct delivery day.

   • Update the client record’s Delivery Day field.

9.3 Update automation & codes

In the client card, using fields from the provider’s entry in Meal Providers:

• Set MP Cut Off Code using the provider’s Cut Off Codes field.

• Set Send Code using the provider’s Form Send Day Code field.

• Set MP Cut Off using the provider’s Order Cut Off Day field.

• Set Current Order Window using the provider’s:

  • Delivery Window Start Date, and

  • Delivery Window End Date fields.

10. Step 6 – Task Management (Airtable & Asana)

1. In the Airtable client card task:

   • Update the status as you work:

     • To Do → In Progress → Done (when all setup/change work has been completed).

2. In Asana:

   • Create a task in board: Meal Provider Change Request.

   • Include:

     • Client name

     • NDIS/DVA number

     • Old provider → New provider

     • Key dates (when request received, when change will take effect)

   • Keep Asana task status up-to-date as work progresses.

   • When the change is fully implemented and an order has been placed (see Section 12), mark the Asana task as Completed.

11. Step 7 – Communicate with Client / Authorised Rep

Once you’ve confirmed the change can proceed and system updates are done:

1. Use the relevant template in the Google Doc “Meal Provider Change Email Templates” to advise:

   • New meal provider name

   • Order/delivery expectations

   • Any actions required from the client (e.g. selecting meals, confirming details)

   • Start date / first order window

2. Send the email to:

   • Client / participant, and

   • Authorised representative (if applicable).

3. Record the communication in the client record:

   • Add a line:

     • DD/MM/YYYY - Your New Meal Provider Details – [New Meal Provider] email sent

   • Include a link to the email in Freshdesk.

12. Step 8 – Weekly Follow-Up After Request Initiated

Once the Meal Provider Change Request is in motion, check weekly until resolved:

1. Has the client selected a new provider (if not initially confirmed)?

   • If no, follow up with the client/authorised rep to:

     • Confirm their choice from the approved provider list.

   • Update Airtable/Asana with notes.

2. Has an order been placed and invoiced with the new provider?

   • If yes:

     • Mark the Airtable task as Done.

   • If no:

     • Check the date the “Your New Meal Provider Details” email was sent.

     • If it has been more than 2 weeks, send a follow-up to the client to:

       • Check if they still want to proceed.

       • Offer support with ordering if needed.

3. When both are true:

   • New provider is confirmed

   • At least one order with the new provider has been placed and invoiced

4. Then:

   • Mark the Asana task in Meal Provider Change Request board as Completed.

   • In Airtable, update the Customer Status:

     • Change from Meal Provider Change Request to:

       • Active Client, or

       • Periodical, or

       • Multiple Providers
         depending on the client’s situation.

   • If the client is still in onboarding:

     • Remove the Meal Provider Change Request tag from the Status field (but keep the appropriate onboarding status).

13. Step 9 – Exceptions & Escalation

Do not proceed and escalate when:

• There is a dispute about funding/budget from the plan manager.

• The client insists on using a non-compliant / non-approved provider.

• There are safety or risk concerns:

  • Complex dietary needs not met by the provider

  • Swallowing risks

  • Home access or delivery safety concerns

• There have been multiple recent provider changes suggesting a deeper quality/fit issue.

Escalation path:

• Escalate to:

  • Head of Operations, and/or

  • Active Care Coordinator

• Use:

  • Slack (appropriate internal channel) and

  • Asana (add comment / assign to escalated owner)

Document the outcome and any decisions back into:

• Airtable client record (notes)

• Asana task (comments/status)

• Freshdesk (if there’s an open ticket)