How to start, and what happens next

You do not need paperwork to start. An inquiry is a conversation, and its purpose is to work out whether we are likely to be able to help before either of us invests time in an application.

A coordinator will contact you within two business days. If it is clear we are not the right service, we will say so at this stage and point you towards providers who may be a better fit.

Referrals come from families directly, from Developmental Services Ontario, from hospital discharge planners, from schools, and from case managers at partner agencies. All are welcome.

This step usually takes longer than families expect, and almost always because records are held by several organisations. We will tell you exactly what is outstanding rather than leaving you to guess, and we can request records directly once consent is signed.

The most important part of intake is meeting the person, not reading about them. We arrange a visit at a time and place that works, involve the people who know them best, and take as long as it takes.

For residential placements we also invite the person and their family to visit the home, meet staff, and see the bedroom. Nobody should agree to a placement they have not seen.

The assessment covers support needs, health, communication, behaviour, interests, routines and goals. It is written up and shared with you.

You will get one of three answers, in writing. An offer, which sets out the service, the start date and the cost. A place on the waiting list, with a realistic indication of timing and a commitment to keep you updated quarterly. Or a decline, with the reason and suggested alternatives.

We do not keep families hopeful to keep our list long. If we cannot serve someone safely, saying so quickly is the more useful answer.

Waiting-list position is determined by assessed need, urgency of the situation, and fit with the current household — never by order of application alone, because a first-come queue serves nobody well in a service like this.

Transitions are planned, not scheduled. For residential moves we build in visits, a meal, an overnight stay and then the move itself, at whatever pace the person needs.

Before service starts, the plan of care is written, staff are trained on it specifically, medications are reconciled, and every protocol is documented.

We review at 30 days and again at 90 days with the person and their family. The first three months are where problems surface, and we want them raised early rather than endured.