Peak Coordination Runs Its Entire NDIS Client Journey on IndyForms
Peak Coordination is an NDIS provider delivering Specialist Support Coordination and Psychosocial Recovery Coaching.
Their mission is straightforward: help people living with disability access ethical, appropriate support that lines up with their own goals, preferences and needs. Everything they do is built around four values — Listening, Collaboration, Action, Compassion.
That recovery-focused, person-first approach is exactly why the paperwork behind it can’t be an afterthought. Consent, service agreements, support plans, crisis plans — every one of them touches a real person’s care. Peak Coordination needed those documents to be as reliable and responsive as the service itself.
The challenge:
Support coordination runs on documentation. Every participant needs a consent form, a service agreement and schedule of supports, a support plan, often a safety assessment and crisis plan, and — eventually — an exit form. Layer in NDIS-specific consent requirements, plan variation and plan reassessment requests, medication administration records, and a small team can end up spending as much energy chasing paperwork as they do supporting participants.
For a provider whose whole model is built on being responsive and person-centred, that’s the wrong trade-off. Peak Coordination needed one place to run the whole participant journey — something their team could fill in fast, participants could actually engage with, and management could trust was accurate and current without anyone chasing a spreadsheet.
Linking with IndyForms has streamlined our processes and given us the ability to complete forms face-to-face or remotely, so we can tailor to what works for our clients and ensure their NDIS funding is used appropriately. The forms are user-friendly for our staff, which keeps our compliance managed at the highest level — vital for us as an NDIS registered provider. Giving our staff the ability to complete relevant forms without management involvement has freed up a huge amount of time, compared to the previous forms provider we used, which relied heavily on management.”
The solution:
Peak Coordination didn’t have to build any of this themselves. The IndyForms team worked directly with them to build out the entire client lifecycle — not a single intake form bolted onto an old process, but the full journey from first contact through to exit:
- My Intake — the first touchpoint with a new participant
- Client Consent Form and NDIS Consent Form — capturing consent the way the NDIS expects it
- Service Agreement and Schedule of Supports — the core agreement underpinning every engagement
- Support Plan — the working document behind day-to-day coordination
- Client Safety Assessment and Crisis Plan — sensitive, high-stakes documentation done properly
- Medication Administration Record — clinical detail captured alongside everything else
- Plan Variation Request Form and Plan Reassessment Request Form — new NDIS-specific forms, built by the IndyForms team to replace the old change-of-situation notice, keeping records current as circumstances change
- Client Satisfaction Survey — published as a public form so participants can give feedback directly, without needing an internal login
- Exit Form — closing the loop when a participant’s engagement ends
Every internal, sensitive document — consent, safety assessments, medication records — stays locked down, while the satisfaction survey is the one form opened up publicly, so feedback is one click away for the people whose opinion matters most. And because IndyForms built and maintains the whole suite, Peak Coordination’s team never had to become forms specialists — new forms and changes go through IndyForms, not an internal project.
The results:
Since rolling out its refreshed forms suite, Peak Coordination has put real volume through IndyForms in a very short window — strong, steady submissions across the service agreement, safety assessment and crisis plan, client consent form and support plan, plus a high completion rate on the public client satisfaction survey.
That’s not the ramp-up curve of a system still finding its feet — it’s what it looks like when a team’s day-to-day workflow moves onto a platform that fits how they already work. The result for Peak Coordination: one single source of truth across the entire participant journey, sensitive documents handled with the care they require, and a team spending its time on people, not paperwork.
Solutions for every industry
Peak Coordination is just one example of how IndyForms can streamline business operations to make a big impact on service delivery. Whether you’re a not-for-profit or charitable organisation, or a large corporate, IndyForms can help your business to transition from labour-intensive and unsustainable paper-based processes to a digital system that will significantly reduce your team’s workload and improve your efficiency and productivity.
To find out more about how our dedicated support staff can customise the right approach to managing your operational needs, contact us today.