Managing Client Goals and Goal Strategies

This article provides information about how Client Goals and Goal Strategies may be managed to ensure their currency and relevance during the ongoing process of supporting Clients and to capture changes at the time of a Client's NDIS Plan review. 

It is important to preserve an audit trail of evidence to help meet your organisation's NDIS compliance requirements. There are several ways outdated Client Goals and Goal Strategies may be managed which have been outlined below. 

Information about Client Goals can also be found in the Client: Goals tab video, available from the 'Client Record' section of the Client Management tab in the Learning Centre: 

Audience: Operations Management, Support Staff, Team Leaders


Summary

The following list summarises the content within this article. Click on the links below to take you to the relevant sections:


Creating a New Client Goal and/or Goal Strategy

New Client Goals can be created in the Goals tab of a Client record, by selecting the '+ Add a new personal goal' button:

There are four sections on the 'Goal Details' tab as follows: 

  • Goal Details - Client; Goal detail; Start, Target End, and Actual End Dates; End Result; linked Documents


  • Goal Details - Strategic Plan Summary, Responsibilities Summary, What Success Will Look Like Summary, Journals,


  • Standards - National Disability Standards (6), NDIS Practice Standards - NDIS Quality and Safeguarding Framework e.g. QSF: Core, DMI Codes (1-9 Categories)

  • Goal Strategies - Period, Goal Strategy Details, Applicable Services, Tasks to help meet this goal strategy, Progress Evidence and Assessments:


For an overview of how to add Client Goals and Goal Strategies please watch the   Clients: Goals Tab video accessible via the Client Management tab in the Learning Centre. 

N.B. While a comprehensive resource on this topic, you will notice a few minor differences while viewing this video, which we will be updating to align with what you see in your installation:

  • the DHS Standards field is no longer available, 
  • the Disability Standards has been updated from twelve standards to the current six.
  • the End Date has now been split into two fields - 'Target End Date' and 'Actual End Date'.
  • two additional fields have been added - a 'Not on Track' checkbox and 'End Result' status field.

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Managing Client Goals

'Target End Date' has expired

When a Client Goal is created, a Start and Target End Date may be entered. This usually reflects the period of a Client's NDIS Plan. 

Once the 'Target End Date' has expired, a warning message will appear within the Goal Details:

The 'Target End Date' can be extended, for example for another six months: 

Remember to select the 'Save Goal' button after updating the Date:

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Entering an Actual End Date and Result 

Alternatively, if the 'Target End Date' was set to align with the Client's NDIS Plan, the Client Goal has been achieved, or it is no longer relevant, your organisation may choose to end the Client Goal by applying an 'Actual End Date'.  

Actual End Date

To end a Client Goal, select the relevant date in the 'Actual End Date' field:

End Result

The 'End Result' status can then be selected:

This 'End Result' list may be customised to include choices available for selection appropriate for your organisation, by following the instructions in the Configuring Lists article. The options configured here will populate in the End Result list for both the Client Goal and Goal Strategy.

Evidence may be required to support the End Result entered. To add a Journal select the ' +' icon in the 'Add Journal' field at the bottom of the 'Goal Details' section:

Remember to select the 'Save Goal' button:

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Completed Goals

Once an 'Actual End Date' has been applied to a Client Goal, it is deemed 'Complete' and will therefore no longer be visible amongst the current or incomplete Goals in the 'Personal Goals' section on the Goals tab in the Client record.  

To view 'Completed Goals' click on the 'Show Completed Goals' button at the bottom of the Personal Goals section:

Goals with an 'Actual End Date' are greyed out and visible in the 'Completed Goals' section:

If at any time there is a need to reinstate a Client Goal, simply open it by clicking on the target icon and remove the Actual End Date' by clicking on the cross next to it, then select 'Save Goal':

If reinstating a Client Goal is required, the 'End Result' will need to be removed given it is no longer complete. 

This will return the Goal to the current or 'Incomplete Goal' section. From here a new Target End Date may be set, the associated Goal Strategies revised or new ones added, along with entering current Journals where applicable.

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Managing Goal Strategies

Entering an Actual End Date and Result 

As Goal Strategies are achieved, or if they are no longer effective and new ones are required, these may be ended. 

To end a Goal Strategy, enter the relevant date in the 'Actual End Date' field:

The 'End Result' status can then be selected:

As mentioned above, the  Client Goal: End Result list may be customised to include choices appropriate for your organisation, by following the instructions in the Configuring Lists article linked below. This will populate in the End Result list for both the Client Goal and Goal Strategy.

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Completed Goal Strategies

Once an 'Actual End Date' and 'End Result' has been applied to a Goal Strategy, it will be greyed out:

Whilst this will not automatically drop to the bottom of the Goal Strategies section, it may be moved there by selecting and holding the orange arrows, then dragging it into position:

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Deleting Client Goals & Goal Strategies

It is not recommended that these records are deleted as it is important to preserve historical data for audit purposes. 

However, there may be times when an organisation wishes to delete a record in the case of a mistake occurring for example. Please note that only Staff with the 'Delete Records' Staff Account Privilege can delete a Client Goal or Goal Strategy. 


Deleting a Client Goal

For those with the required 'Delete Records' privilege, to delete a Client Goal select the 'Actions' menu within the Goal record, located the top right, and select 'Delete Goal':

A warning message will appear checking if you wish to proceed, and reminding you that the associated Goal Strategies and Tasks will also be deleted:

Once a record has been deleted it  cannot be undone.

N.B. A Goal cannot be deleted if it has been added to Journal evidence. 


Deleting a Goal Strategy

Staff require the 'Delete records' privilege to delete a Goal Strategy. 

When Staff do not have this privilege, if they attempt to delete a Goal Strategy this warning message will be displayed:

For Staff with the required privilege, to delete a Goal Strategy, click on the trashcan icon at the far right of the Goal Strategy:

A warning message will appear asking if you are sure you want to delete it, and advising that the change cannot be undone:

N.B. A Goal Strategy cannot be deleted if it has been added to Journal evidence. 

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Reporting on Client Goals and Goal Strategies

SupportAbility provides several reports on Client Goals which can assist with auditing and reviewing your organisation's progress with recording Client Goals and Goal Strategies in Client records. Some of these Reports are also useful for monitoring whether related Journal evidence is being recorded and linked to Goals.

The available Goal Reports are as follows:

  • Client Goal Report 
  • Client Goals Report for Site/Service
  • Client Goals Statistics Report
  • Client Goal Strategy Search and accompanying export
  • Maintenance Reports

More information on each of these features is outlined below. 


Client Goal Report

The 'Client Goal Report' may be printed from the Print menu, and is available from any tab in the Client record: 

This report lists the Client's Goals and Goal Strategies, the Standards linked to the Goal, as well as any related Journal evidence. The various sections of the report may be turned on/off depending on the level of information required: 

N.B. When 'Show Journal Detail' is turned on in this report, the Journal Notes for any Journals created pre-v6.8 of SupportAbility will be displayed in the detail.

However, from the upgrade to v6.8, any notes entered against the Goal or Goal Strategy e.g: 

Will be displayed as the 'detail' instead of the Journal Note e.g: 

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Client Goals Report for Site/Service

The 'Client Goals Report for Site/Service' is available from the Client Reports menu:

This Report lists the Client Goals and Goal Strategies for all Clients participating in a particular Site/Service. Team Leaders may find it a helpful resource in which to review Client Goals, Goal Strategies, Standards and Journal Evidence/Details for all Clients participating in the Services they have responsibility for, in one place, rather than reviewing individual Client records e.g. Day Services @ Melbourne (HQ) Site:  

For more information, please review the Client Goals Report for Site/Service article linked below. 

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Client Goals Statistics Report

The 'Client Goals Statistics Report' is accessible via the Client Reports menu:

This report provides statistical information on the number of Client Goals and Goal Strategies which have been created for each Site/Service. It provides a snapshot and comparative overview of the number of Client Goals and Goal Strategies which have been created relative to the number of Clients participating in each Site/Service.

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Client Goal Strategy Search

The Client Goal Strategy Search, accessible via Client Reports, is useful for generating a list of Active Goal Strategies, primarily for the purpose of tracking Goal progress as per an organisation's NDIS requirements:

The available search criteria are helpful for refining the Search Results to identify: 

  • Goal Strategies for specific individual Clients,
  • Goal Strategies for all Clients participating in a specific Site/Service,
  • Goal Strategies linked to specific Services only, or 
  • Goal Strategies that are yet to have Journals or Progress Assessments added

The results returned and information available in the export is dependent on how much information is being recorded in Client Goal Strategies added to Client Goals: 


Download Client Goal Strategies List

The 'Client Goal Strategies List' can be downloaded via the Actions menu and the export contains all of the information displayed onscreen in the Search results List as well as additional information about the Goal Strategy and related Goal.

More information on this functionality is available in the Client Goal Strategy Search article linked below.

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Maintenance Reports

Maintenance Reports provide a snapshot of the active Goals within a three-month period detailing the Journal evidence created for those Goals within that timeframe.  The Report also provides the ability to enter summary information for each Goal about the Goal Progress for that period.

Maintenance Reports are added on the Goals tab of a Client record in the 'Maintenance Reports' section, situated below the 'Personal Goals' section containing the summary list of Client Goals: 

Selecting the '+ Add a new maintenance report' button opens the 'Maintenance Report' window where the 3-monthly 'Report Date' period can be selected e.g. ending December 2020:

Once the 'Save Maintenance Report' button has been selected, all of the active Goals in the Reporting period will be displayed.  

Goals highlighted in green and displaying 'Progress' indicate that Goal Progress i.e. Journal evidence has been recorded in the 3 month lead up. Goals highlighted in red and displaying 'Awaiting Progress' indicate that no Goal Progress has been recorded in the 3 month lead up:

Summary notes may be added in the 'Notes' field for each Goal to summarise how the Client is progressing with their Goal at that point in time:

Goals that are not relevant for a particular Report may be removed from the Report by selecting the 'Remove from Report' checkbox then selecting 'Save Maintenance Report':

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