How do we get there?
We call it, our Customer Journey.
Everyone at Avivo understands the Customer Journey and when we work with you it’s a great way to make sure everyone is on the same page and we are delivering great service. It makes it clear what you can expect from us.
What’s important to note about the Customer Journey is that it does have a natural progression but we can focus on one step if you or we feel it important. For example, ‘Review’ doesn’t occur only at scheduled times, but every day we need to review so what we have in place continues to work for you.
Pleased to meet you and welcome to Avivo! However you came to us, this is where we have the chance to get to know each other and together, explore how we can put in place the supports you need to live life. We can answer questions, talk about the range of services and start to get a handle on what’s important to you as well as understand your funding eligibility. Sometimes we are able to offer advice on getting greater benefit from your funding and we can even help you through the process if you like.
This is where we get creative. We want to discuss with you, and anyone else who is important to you, what you need in place to live life. In many instances it’s getting the core services in place and then spending some time planning what else you need. If you’re wanting to be a part of a community, what would that look like? Who are the types of people you want as supports? What are your dreams? The planning stage offers the chance to get all this down and then develop ways we can get you on that path.
This time is really about getting everything set up and in place, making sure you’re comfortable, before we turn the key and get started. It’s at this point we work together choosing your support team and making sure everyone knows how they will work with you.
The plan is in place, we’re clear on what you want in your life and we get the show on the road. It’s an important time for you and us as we bed down the services and supports. We need to work together, review and adjust to make certain you are happy with the plan we have in place.
If we have the right plan, the right supports in place and you’re happy, then we’re moving in the right direction. That doesn’t mean we set and forget, rather, we maintain consistency in our service and keep our eyes open to adjust or change supports as required. If you’re concerned about something, then tell us so we can make the changes. We also provide you with regular updates on the status of your funding through clear statements and invoicing.
How are we going? Are the services and supports working for you? What can we look at together and has your plan changed? We schedule in regular reviews that focus on questions like these but it’s vital to remember that every day you have us providing services to you is a Review stage. We do better when you share with us what could work better for you and just the same, we are keeping our focus on making sure we are matching your needs every day.
For some, leaving Avivo can be a huge celebration. You might have recovered and ready to live life without us. We want to make this as smooth as possible. We will make sure all your statements and accounts are finalised and you are happy with where you stand. We would also value your feedback as to how well we met your needs and if there’s areas where we could improve.