Reaching out for support can be one of the hardest steps someone takes. Often, people arrive at that moment feeling overwhelmed, uncertain, or unsure of what will happen next. At Chrome Health, we understand that vulnerability, and we believe the way support begins matters just as much as the support itself.
That’s why our onboarding process is designed to feel calm, clear, and trauma-informed from the very first interaction. It’s not just about intake forms or eligibility checks. It’s about creating safety, reducing uncertainty, and helping people feel seen and supported from the beginning
A Clear and Respectful First Connection
Every journey with Chrome Health begins with a referral. This may come from an individual, a family member, a support coordinator, or trusted partners such as the Department of Justice and other government bodies. Referrals are made easily through our online form, available at any time, so support can begin when it’s needed most.
Once a referral is received, our intake team reaches out with a warm phone call or email to confirm it’s been received and to explain what happens next. No one is left wondering if their request has gone into a void. From the start, communication is clear, timely, and respectful.
Listening First: The Intake Conversation
If a referral is suitable, the next step is a short intake conversation with one of our Chrome team members.
During this conversation, we take time to understand the person’s goals, lived experience, and current challenges. Families, carers, or support coordinators are welcome to join if that feels helpful. We also talk openly about behaviours of concern, existing supports, and any immediate needs, always with sensitivity and care
Before the call ends, we clearly explain next steps and timeframes, so people know exactly what to expect. This conversation becomes the foundation for a thoughtful handover to our clinical team.
Safety Always Comes First
Every referral includes a gentle safety screening. This isn’t about gatekeeping or excluding people, it’s about care. We ask clear but respectful questions to understand whether there are any immediate risks, such as recent self-harm, severe aggression, or situations that may require urgent intervention.
If someone is in crisis, intake pauses and our team focuses on helping them connect with emergency or crisis supports straight away. Their safety always comes before process. If there is no immediate risk, intake continues with a clear understanding of urgency and need
Making Sure Support Is the Right Fit
Before onboarding proceeds, we carefully check eligibility and service suitability. This includes confirming that the person has the correct NDIS funding for Positive Behaviour Support under Improved Relationships, lives within our service area, and has needs that PBS can meaningfully support.
If Chrome Health isn’t the right fit, whether due to funding, location, or support needs, we don’t simply say no. We explain why with care and help guide people toward other services or next steps, such as plan reviews, alternative providers, or community supports. No one is left without direction
Prioritising Urgency with Fairness
When someone is eligible for support, we assess how urgently they need to be seen. Some people are facing escalating behaviours or placements at risk and need support quickly. Others are more stable but still benefit from planned intervention.
To manage this fairly, we use a clear priority system that helps us support those at greatest risk first, while keeping everyone informed about where they stand. Importantly, if someone’s situation changes, we reassess, because people’s lives don’t stay static, and neither should their access to care
Care Doesn’t Stop While Waiting
When demand is high and a waitlist is needed, people are never left in silence. We provide estimated wait times upfront, check in regularly, and reassess needs as circumstances change. Even while waiting, we may offer interim strategies or guidance toward other supports to help reduce stress and risk.
Transparency is key. People deserve to know what’s happening, why, and what to expect next.
More Than Onboarding – The Beginning of Trust
At Chrome Health, intake isn’t just an administrative step. It’s the beginning of a relationship built on dignity, safety, and trust. From the first referral to matching with a clinician, our goal is to make the process feel predictable, respectful, and human.
Because when people feel supported from the very start, it lays the groundwork for better collaboration, stronger outcomes, and care that truly stays with them
Reach out to our team today:
Submit a referral or get in touch with Chrome Health
