Link Health and Community

Link Health and Community is a not-for-profit community organisation providing a range of medical, health and support services at subsidised cost to improve the health and wellbeing of people in Melbourne’s east and south east suburbs.

Link Health and Community is a community partner for the National Disability Insurance Scheme (NDIS) Early Childhood Early Intervention (ECEI) in Inner East Melbourne, Outer East Melbourne, Southern Melbourne, Inner Gippsland and Outer Gippsland.

The NDIS is a new way of providing individualised support for people with disability, their families and carers.  The main purpose of the NDIS is to provide all Australians who acquire a permanent disability before the age of 65 which substantially impacts how they manage everyday activities with the reasonable and necessary supports they need to live an ordinary life.

We were engaged to undertake a process review and develop a scoping document for an integrated Customer Relationship Management (CRM) and Human Resource Management (HRM) solution for the NDIS contract.  During this process, comprehensive scoping discussions were had with the various department stakeholders to define the current and ongoing requirements both for the NDIS contract and Link Health and Community’s future growth objectives.

The primary objectives in developing the HRM and CRM software solution were as follows:

• Achieve a positive ROI on the NDIS ECEI contract by tracking all practitioners’ calendars to ensure 80% utilisation
• Customised HRM software to capture all users (employees, contractors, labour hire, volunteers)
• Customised CRM specifically to capture the workflows and data that is required for the NDIS contract that the current NDIS CRM does not capture
• Track all KPI’s as determined by the NDIS for the NDIS ECEI contract to fulfil Link Health and Community’s contractual commitments