With compliments from
Wide Bay Respite Services
Association Inc.
Supporting the caring role
of families
Family Information Booklet
Contents
Respite House 3
Aims & Directions 3
Respite House Location 3
Accidents/Incidents 3
Alcohol 4
Arrival at Respite 4
Pre-Arrival 4
Bedtimes 4
Bookings 4
Client Monies 5
Communication 5
Communication Book 5
Other types of communication 5
Departure from Respite 5
Duration of Individual Respite: 6
Exiting the Service: 6
Feedback 6
Fees and Charges 6
House Rules 6
Individual Plans 6
Items required to be brought to Respite 6
Meals & Special Diets 7
Medication 7
Multiculturalism 7
Other Services 8
In-Home / Community Care 8
Outings & Activities 8
Personal Care 8
Personal Items 8
Pets 8
Services Being Withdrawn 8
Smoking 9
Staff 9
Telephone 9
Transport 9
Visitors 10
What to Pack 10
Attachment 1 1
Client Rights & Responsibilities 1
Attachment 2 2
Human Services Quality Standards 2
Attachment 3 8
Wide Bay Respite Services Policies & Procedures 8
Welcome to Wide Bay Respite Services Association Inc.
The enclosed information should answer some of the questions you may have about the operation of our service. If you have any questions or ideas for improved service, please call and make a time to discuss them with me.
Respite House
Guests stay from a few days up to two weeks at the respite house supported by staff 24 hours per day. Guests continue with usual day-to-day activities such as school or work or Community Access.
Aims & Directions
1. Provide respite for carers & families who have a child or an adult with a disability.
1. Provision of an appropriate holistic caring environment that respects the emotional, physical, & social needs of the individual.
1. Provide short-term affordable & assessable respite care, including overnight & emergency care that ensures all clients have the right to access fair & equitable services.
1. Provide high quality respite care that addresses the whole range of physical, psychiatric, intellectual & sensory disabilities within a homelike environment.
1. Provide an awareness of the respite service & acknowledgement of other relevant services in the community.
1. To integrate people with a disability into the community & facilitate their acceptance.
2. To develop a range of flexible responsive services based on the needs expressed by the person with a disability & his/her family.
Respite House Location
Our Respite House is situated at 7 Coventry Court, Urraween.
The phone number to the house is 4194 1675.
This is also the number to use for out of office hours emergency.
Accidents/Incidents
If a guest has a minor accident or upset at respite:
❖ First aid will be given immediately (if necessary);
❖ An incident report will be completed by the staff member on duty.
❖ Parents will be advised about the accident or incident upon departure of the client.
If a guest has a serious accident or incident at respite:
❖ First aid will be given immediately (if necessary);
❖ Where medical attention is necessary, the family will be contacted as soon as practicable. In the event that we are unable to contact the family, Wide Bay Respite will call your nominated emergency contact person;
❖ A report will be completed by the staff member on duty, follow up may be necessary by the CEO or the Workplace Health & Safety Officer.
Alcohol
No person under the age of 18 will be allowed alcohol. Individual Plans will provide information relating to the consumption of alcohol for guests over 18 years.
Arrival at Respite
Pre-Arrival
❖ Any further questions or changes regarding the individual needs of the person are discussed with the family/guardian at this time and noted in the person’s Individual Plan.
❖ Medication and forms need to be checked & countersigned by staff that the information recorded is correct.
❖ Arrivals Notice checked and routine community activities are recorded.
Arrival time to the respite house is normally after 4pm on a Friday or Monday afternoon, however in special circumstances other days or times may be negotiated with the CEO if resources allow.
❖ Guests usually arrive at respite with their family/guardian and introduced to the staff and other people who are staying at respite.
❖ Bags are unpacked and checked off against the guest’s Belongings Checklist. All of the items brought into respite by each person are itemised on a Belongings Checklist upon entry into respite and checked by staff on arrival.
Bedtimes
Bedtimes will be specified by the client & their family in the Individual Plan. Families will indicate if these times will be strict or where they are a suggested time only.
Bookings
Bookings are generally made up to three months ahead by calling the office.
Special consideration is given to school children during the school holiday periods.
Respite and In-home care is not available over Christmas/New Year & Easter unless additional funding becomes available.
Consideration will be given when estimating the compatibility of clients staying at the respite house, however where clients skills & interests are completely different, another staff member may be rostered so that clients can enjoy their preferred activities.
Client Monies
All clients are requested to have spending money.
Some clients may need assistance to purchase goods & services or to manage their money. Support workers are accountable where they perform the spending of individual client funds & must obtain receipts & fully document any goods or services purchased on behalf of a client. Any unspent monies will be sent home with each guest along with receipts for expenditure.
Communication
Communication Book
Each client has an exercise book that is maintained as a Communication Book between respite and the family/guardian. This book is for messages and information from respite to the person’s family/guardian and vice versa. The guest will bring this book each time they come to respite. Each rostered staff member will write a short note about the person’s day and return it to the family/guardian at the end of the respite period.
Other types of communication
❖ Families/carers can request a meeting with the Coordinator at any time &/or telephone the service to discuss specific needs/issues at any time.
❖ Feedback forms enable families/carers to document the level of satisfaction with the service.
Wide Bay Respite is always willing to liaise with any other agency, or other important people if requested. Our service always gains consent from the family/guardian to do this.
Departure from Respite
Guests’ departure from respite is usually 9am.
The following occurs when the booked time at respite care has ended and the person is due to leave the respite house:
❖ The Belongings Checklist is ticked off as bags are packed to avoid any loss of items.
❖ Guests are farewelled by on-duty staff.
Duration of Individual Respite:
Depending on the need, clients are able to receive respite for varying lengths of time throughout the year. At all times placement is at the discretion of the CEO and the availability of staff within the funding guidelines.
Exiting the Service:
Clients are provided with services on an ongoing basis. If they choose not to use the service, or leave the geographical area, written advice to this effect is requested.
For Clients who continue in the area, but choose not to use the service, or who are no longer eligible, Wide Bay Respite Services will refer clients to other appropriate services.
Feedback
All feedback is appreciated. Please tell us of any aspect of respite that has not yet met your expectations so that any issues can be addressed. We love good feedback too!
If you have any other queries please call the office on 4125 3855.
Fees and Charges
❖ There is a service fee set at $30.00 per night for adults & $20.00 per night for children staying at the respite house. An account will be sent to you each month.
❖ In-Home Care is charged at $5.00 per hour.
❖ All accounts will be sent at the end of the month.
❖ Service fees do not cover recreational outings; therefore it is necessary for the person to bring an appropriate amount of spending money.
House Rules
All properties leased or owned by Wide Bay Respite Services have house rules. If families or clients wish to negotiate these rules it must be done with the CEO.
Individual Plans
An Individual Plan is developed for every person to ensure staff have appropriate information to support our clients. A family member will be asked to check the Individual Plan before each visit to respite to confirm its accuracy.
Items required to be brought to Respite
❖ Toiletries and personal hygiene products.
❖ Clothing for the period of stay.
❖ Medication required during the stay, which must be in a Webster Pack. The Webster Pack must be in tact i.e. not tampered with in any way. Liquids and creams must arrive in the original packaging.
❖ Money for school, work or usual day activities and personal spending money.
❖ Food supplements specific to an individual needs must be provided by families. We are happy to follow any dietary requirements but we may request some training by the carer to ensure support workers are familiar with the diet plan. Where specific brands are required, families are to supply.
Meals & Special Diets
Meals are provided at the respite house, meals & mealtimes will be determined by the clients staying at the house. Where special dietary requirements are necessary, please advise the Coordinator.
Medication
There are very specific legal requirements on respite staff that administer medication, our staff are trained and adhere to our Medication Administration policy.
Only medication packed into a Webster Pack may be administered by staff. If you are not familiar with Webster Packs please ask for a brochure.
Before each visit to the respite house, we ask that a parent comes into the office to complete a Medication Form with the Coordinator. The Coordinator then checks and countersigns that the information recorded is correct. Any PRN medication must be documented with very clear instructions on when and what circumstances it is to be given.
Our staff are able to administer medications given at home except for injections or intrusive procedures. Special arrangements must be made for such procedures while in respite. Please discuss such requirements with the manager before respite.
In the case of respite, the staff must check the medication with the family member upon arrival at the house. Where there is a discovery of an error they must advise the family member & it is the family’s responsibility to have the error resolved. Wide Bay Respite services cannot accept clients into respite until an error of this nature has been resolved unless approved by the manager.
Multiculturalism
Our organisation strives to:
❖ Enable individuals to retain pride in their ethnic origin; and
❖ Promote the contributions of different cultural backgrounds
Other Services
In-Home / Community Care
In-home support is offered to frail aged and younger people with a disability. A staff member will come to the family home for a negotiated time so parents can attend appointments or to have some time out or our staff can take the client to access the community.
Sibling care may also be available when caring for the client in their own home.
Outings & Activities
Outings & activities are planned to suit the interest of each guest. Staff will encourage clients to participate in activities while at respite house.
Regular, planned outings for your family member for school, work or another agency will be continued while the person is staying at the respite house.
Other individual outings are undertaken on weekends and evenings with staff accompanying clients at all times unless otherwise stated in the person’s Individual Plan.
Personal Care
Staff will assist or supervise clients with personal care wherever necessary; instructions to this effect will be detailed in the client Individual Plan.
Staff will encourage clients to dress in a manner that is neat & presentable. Hats & sunscreen will be encouraged when going outdoors.
Personal Items
Favourite toys, games, music & movies can be brought into respite with clients. All items need to be recorded on the Clothing List so that we know each individuals belongings.
Pets
No pets will be allowed at any property. Where staff provide In-home support aggressive or threatening pets will need to be restrained.
Services Being Withdrawn
Staff are trained to be Support Workers, some clients may be considered to have needs beyond the level of care that can be provided.
Each client’s individual needs will be assessed by Management in consultation with the families, where Wide Bay Respite is unable to provide support, referrals may be made to other services.
Clients may be asked to leave immediately or be refused admission if there is a foreseeable risk to clients, staff or any other person. In this situation, the Manager will inform a Board of Management member from Wide Bay Respite Services Association Inc. as soon as practicable, however the Managers decision is final.
Smoking
There are designated smoking areas at each property. There is to be no smoking under the back veranda of the house.
Staff
Wide Bay Respite Services staff have ideally had experience and qualifications in the disability area.
The service provides comprehensive training to staff on the requirements of the job, the policies of the organisation and the philosophical and ethical considerations of being a disability support worker.
The Coordinator provides staff with regular supervision in order to monitor their performance and provide support and information to assist staff to develop to their full potential.
Staff client ratio is determined according to the individual needs of clients.
Staff will be polite & friendly at all times and should be treated the same.
Telephone
The respite house phone number is 4194 1675. Clients are welcome to use the phone during their stay, unless their carer requests otherwise, however we ask that STD & calls to mobiles be kept to a minimum. After 8:00pm incoming phone calls will be directed to the answering machine, urgent calls will be returned immediately with all other calls being returned in the morning.
Staff cannot approve requests for respite or make bookings. All such requests must go through the Manager.
Transport
❖ It is the responsibility of the guest’s family/guardian to arrange transport to and from respite.
❖ Where possible Wide Bay Respite transports guests to and from school, work, or usual day activities at the appropriate times. Some people may have arranged school transport i.e. the school taxi; if this is the case then respite staff will wait for the taxi to arrive to collect the person.
Where possible, Wide Bay Respite staff will be responsible for transporting or organising transport to recreational activities.
Visitors
Families are asked to advise the Coordinator if guests might have visitors while staying at any house. If there is anyone who is not to have access to your family member please let us know and ensure that the information is recorded in the Individual Plan.
All visits should be pre-arranged with the office and should cease by 7pm to allow time for house duties and personal care.
Public access to the house is by arrangement with the manager only.
What to Pack
Pack what you would usually take for a few days away, including some “going out” clothes. Staff wash clothing as necessary, however spare clothes are useful. Please label clothing and always complete a Clothing and Belongings List for each visit. When packing to go home staff can then check everything is there.
Please let us know if you accidentally get something that does not belong to you so that we can return it to its owner or if something of yours is missing.
Linen & towels are supplied by the organisation.
Always pack a hat, sunscreen, sun shirt (if you have one), and bathers so our guests can go out and enjoy our beautiful Hervey Bay weather.
We are unable to supply items such as continence aids, medical aids or specially designed eating utensils. Please ensure you pack enough items for the whole stay at the house. If more continence aids, formula are required, they will be purchased and the cost added to your account.
Attachment 1
Client Rights & Responsibilities
Wide Bay Respite Services Association Inc. & all employees agree that people with disabilities have the same basic rights & responsibilities as other members of society:
ϖ To be treated as an individual with dignity & respect.
ϖ To respect the staff & other clients of the organisation.
ϖ To receive services without discrimination to their sex, ethnic origin, aboriginality or level of disability.
ϖ To be involved in all decisions about his/her life, including the right to say 'no' to a service offered.
ϖ To information about the organisation including referral procedures, eligibility & complaints mechanisms.
ϖ To privacy & confidentiality of all personal information.
ϖ To have access to all personal information recorded.
ϖ To social & physical integration into the community, to use ordinary community facilities.
ϖ To be protected from physical, emotional, vocal or sexual abuse
ϖ To have information about other available services.
ϖ To a personal advocate to act or speak on his/her behalf.
ϖ To be involved in the development of their Individual Plan.
ϖ To have individual goals reviewed regularly & outcomes documented.
ϖ To have access to all written policies concerning the organisation.
ϖ The right to complain & have complaints dealt with openly & objectively with the aim of improving service delivery & outcomes for individuals & their families.
ϖ To pay fees.
Attachment 2
Human Services Quality Standards
Standard 1: Governance and management
| | |
|Title |Governance and management |
| | |
|Expected outcome |Sound governance and management systems that maximise outcomes for stakeholders. |
| | |
|Context |The organisation maintains accountability to stakeholders through the implementation and maintenance of sound |
| |governance and management systems. These systems should reflect the size and structure of the organisation and |
| |contribute to maximising outcomes for people using services. |
| | |
|Indicators |The organisation has accountable and transparent governance arrangements that ensure compliance with relevant |
| |legislation, regulations and contractual arrangements. |
| | |
| |The organisation ensures that members of the governing body possess and maintain the knowledge, skills and |
| |experience required to fulfil their roles. |
| | |
| |The organisation develops and implements a vision, purpose statement, values, objectives and strategies for |
| |service delivery that reflect contemporary practice. |
| | |
| |The organisation’s management systems are clearly defined, documented and monitored and (where appropriate) |
| |communicated including finance, assets and risk. |
| | |
| |Mechanisms for continuous improvement are demonstrated in organisational management and service delivery |
| |processes. |
| | |
| |The organisation encourages and promotes processes for participation by people using services and other relevant |
| |stakeholders in governance and management processes. |
| | |
| |The organisation has effective information management systems that maintain appropriate controls of privacy and |
| |confidentiality for stakeholders. |
Standard 2: Service access
| | |
|Title |Service access |
| | |
|Expected outcome |Sound eligibility, entry and exit processes facilitate access to services on the basis of relative need and |
| |available resources. |
| | |
|Context |The organisation makes their services available to their target group in fair, transparent and |
| |non-discriminatory ways and people seeking access to services are prioritised and responded to. |
| | |
|Indicators |Where the organisation has responsibility for eligibility, entry and exit processes, these are consistently |
| |applied based on relative need, available resources and the purpose of the service. |
| | |
| |The organisation has processes to communicate, interact effectively and respond to the individual’s decision to|
| |access and/or exit services. |
| | |
| |Where an organisation is unable to provide services to a person, due to ineligibility or lack of capacity, |
| |there are processes in place to refer the person to an appropriate alternative service. |
Standard 3: Responding to individual need
| | |
|Title |Responding to individual need |
| | |
|Expected outcome |The assessed needs of the individual are being appropriately addressed and responded to within |
| |resource capability. |
| | |
|Context |The organisation provides appropriate services that are identified/assessed, planned, monitored, |
| |reviewed and delivered in collaboration with the person using the service, their representative and/or|
| |relevant stakeholders. The organisation uses referral pathways and partnerships to promote integrated |
| |service provision. |
| | |
|Indicators |The organisation uses flexible and inclusive methods to identify the individual strengths, needs, |
| |goals and aspirations of people using services. |
| | |
| |The organisation formulates service delivery that respects and values the individual (e.g. identity, |
| |gender, sexuality, culture, age and religious beliefs). |
| | |
| |The organisation ensures that services to the individual/s are delivered, monitored, reviewed and |
| |reassessed in a timely manner. |
| | |
| |The organisation has partnerships and collaborates to enable it to effectively work with community |
| |support networks, other organisations and government agencies as relevant and appropriate. |
| | |
| |The organisation has a range of strategies to ensure communication and decision-making by the |
| |individual is respected and reflected in goals set by the person using services and in plans to |
| |achieve service delivery outcomes. |
Standard 4: Safety, well-being and rights
| | |
|Title |Safety, well-being and rights |
| | |
|Expected outcome |The safety, well-being and human and legal rights of people using services are protected and promoted. |
| | |
|Context |The organisation upholds the legal and human rights of people using services. This includes people’s |
| |right to receive services that protect and promote their safety and well-being, participation and |
| |choice. |
| | |
|Indicators |The organisation provides services in a manner that upholds people’s human and legal rights. |
| | |
| |The organisation proactively prevents, identifies and responds to risks to the safety and well-being of|
| |people using services. |
| | |
| |The organisation has processes for reporting and responding to potential or actual harm, abuse and/or |
| |neglect that may occur for people using services. |
| | |
| |People using services are enabled to access appropriate supports and advocacy. |
| | |
| |The organisation has processes that demonstrate the right of the individual to participate and make |
| |choices about the services received. |
Standard 5: Feedback, complaints and appeals
| | |
|Title |Feedback, complaints and appeals |
| | |
|Expected outcome |Effective feedback, complaints and appeals processes that lead to improvements in service delivery. |
| | |
|Context |The organisation listens to people and takes on feedback as a source of ideas for improving services and other |
| |activities. It includes the way the organisation responds to complaints from people using services and their |
| |right to have complaints fairly assessed and acted upon. |
| | |
|Indicators |The organisation has fair, accessible and accountable feedback, complaints and appeals processes. |
| | |
| |The organisation effectively communicates feedback, complaints and appeals processes to people using services |
| |and other relevant stakeholders. |
| | |
| |People using services and other relevant stakeholders are informed of and enabled to access any external |
| |avenues or appropriate supports for feedback, complaints or appeals and assisted to understand how they access |
| |them. |
| | |
| |The organisation demonstrates that feedback, complaints and appeals processes lead to improvements within the |
| |service and that outcomes are communicated to relevant stakeholders. |
Standard 6: Human resources
| | |
|Title |Human resources |
| | |
|Expected outcome |Effective human resource management systems, including recruitment, induction and supervisory processes, result in|
| |quality service provision. |
| | |
|Context |The organisation has human resource management systems that ensure people working in services (including carers |
| |and volunteers) are recruited appropriately and are suitable for their roles within the organisation. Once |
| |appointed, people working in the organisation have access to support, supervision, opportunities for training and |
| |development and grievance processes. |
| | |
|Indicators |The organisation has human resource management systems that are consistent with regulatory requirements, |
| |industrial relations legislation, workplace health and safety legislation and relevant agreements or awards. |
| | |
| |The organisation has transparent and accountable recruitment and selection processes that ensure people working in|
| |the organisation possess the knowledge, skills and experience required to fulfil their roles. |
| | |
| |The organisation provides people working in the organisation with induction, training and development |
| |opportunities relevant to their roles. |
| | |
| |The organisation provides ongoing support, supervision, feedback and fair disciplinary processes for people |
| |working in the organisation. |
| | |
| |The organisation ensures that people working in the organisation have access to fair and effective systems for |
| |dealing with grievances and disputes. |
Attachment 3
Wide Bay Respite Services Policies & Procedures
Policy 1 Access to Service
Policy 2 Individual Needs
Policy 3 Decision Making & Choice
Policy 4 Privacy & Confidentiality
Policy 5 Participation and Integration
Policy 6 Valued Status
Policy 7 Complaints and Feedback
Policy 8 Service Management
Policy 9 Preventing & Responding to Abuse & Neglect of People with a Disability
Policy 10 Staff Training, Employment & Recruitment
Service Access Policy
POL: 1.1 Access to Service
Policy Statement:
Wide Bay Respite Services will provide services with clear access & exit procedures to all people with disabilities who meet the criteria set out in the Disability Services Act 2006. All services are contingent on resources.
Rationale:
Wide Bay Respite Services has a commitment to providing timely services to clients & potential clients accessing a service.
Action:
The following outlines the method for possible clients to access service.
❖ After initial contact, a meeting will be conducted at the office in a negotiated timeframe suitable to the family.
❖ Once client’s eligibility to receive services is determined, the individual plan is developed in consultation with the client & their nominated representative at that meeting.
❖ Services to the client will be negotiated between the client, his/her representative & the CEO (or Coordinator) of Wide Bay Respite Services. Service will begin by mutual agreement between the family & the CEO.
Process
1. Determine if a person is eligible to receive support by using the following eligibility criteria:
People with a disability are eligible to apply for services which:
a) Is attributable to an intellectual, psychiatric, cognitive, neurological, sensory or physical impairment or a combination of impairments; &
b) Results in a substantial reduction of the persons capacity for:
❖ Communication;
❖ Social interaction;
❖ Learning;
❖ Mobility; or
❖ Self care/management
c) The impairment may result from an acquired brain injury
d) The disability must be permanent or likely to be permanent
e) The disability may be, but not be, of a chronic episode
f) Some clients may have needs beyond the level of care that by Wide Bay Respite Services can provide, in this instance, referrals to other agencies. In this situation, the CEO consults with a representative of the Board of Management. This decision is final.
2. Verifying Eligibility
The client will need to provide documentary evidence of eligibility for support. This can be done by providing one of the following forms of evidence:
❖ Doctor’s letter (for example general practitioner, neurologist, psychiatrist, paediatrician, paediatric surgeon)
❖ Assessment by clinical psychologist (verification of intellectual or cognitive impairment)
❖ Assessment by other relevant professional.
3. Advocacy
At point of first contact with the client, prior to an interview, clients are verbally advised of their right to have someone to represent their interests and help them with complaints, disputes or any aspect of service delivery if they wish.
An advocate may be a relative, friend, neighbour or someone from an advocacy service or any other person nominated by the client.
For more information relating to Advocacy, please see Advocacy Policy.
4. Individual Plan
Information provided by the client & his/her family will be used to implement & maintain an Individual Plan. The information gathered provides support staff with the client’s needs, likes & dislikes, abilities & other reportable information required to support the person. This client record will consist of all items listed in the Individual Plan Checklist. Client’s accessing respite will have their individual plan updated on a yearly basis.
5. Service Information
Once the suitability of service provision has been ascertained, the client will be presented with information about the services that Wide Bay Respite Services can offer. Information about other appropriate services will also be given.
6. Priorities of service provision at the respite house:
❖ Bookings are received up to three months in advance.
❖ Consideration to the compatibility & safety of clients during each stay & the level of support required.
❖ The organisation can provide emergency respite at the discretion of the CEO taking into consideration the needs of the person with a disability, their family/carer & the availability of resources.
7. Duration of respite house bookings:
Depending on the need, clients are able to receive respite for varying lengths of time throughout the year. At all times placement is at the discretion of the CEO & the availability of staff within the funding guidelines.
Services will be flexible to best suit the requirements of the individual & their family. The service will be offered at the premises of 7 Coventry Court, Urraween or if at another property at the discretion of the CEO, clients/families will be advised of any other locations.
8. Services being withdrawn
Clients may be asked to leave the respite house or be refused admission due to unforeseen circumstances. Some reasons for this may include but are not limited to:
❖ Illness (other than regular health problems) or contagious illness;
❖ Incidents resulting in serious injury;
❖ The client being likely to, or is endangering him/ herself, fellow guests, or their carer/s.
In this case, Wide Bay Respite Services will refer clients to other services which may be more appropriate to the needs of the client.
Exiting the Service:
Clients are provided with services on an ongoing basis. If they choose not to use the service, or leave the geographical area, written advice to this effect is requested.
Each year the service will perform a review to see whether families who have not accessed service still wish to be registered. For clients who continue to live in the area, but choose not to use the service, or who are no longer eligible, the service will refer clients to other appropriate services.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
POL: 1.2 Special Needs
Policy Statement:
Wide Bay Respite Services will structure appropriate flexible service delivery for special needs groups.
Rationale:
To ensure clients’ cultural, linguistic & religious needs are addressed & to maintain appropriate, individualised support to special needs groups including:
❖ People of non-English speaking background
❖ People of Aboriginal & Torres Strait Islander descent
❖ Rurally isolated
❖ People with dementia
❖ Financially disadvantaged people.
Process:
This organisation:
❖ Allocates additional resources (i.e. staff hours etc) to those of special needs groups to ensure they receive services that meet their individual needs.
❖ Utilizes a variety of options (i.e. written, verbal, advocate) to ensure clients of special needs groups fully understand:
o their rights & responsibilities,
o how to access an advocate,
o organisation service standards in relation to privacy & confidentiality (i.e. multidisciplinary case conferencing & client consent)
❖ Takes into account the needs of carers & the additional support that may be required for some clients in special needs groups (i.e. clients with intellectual disabilities).
❖ Ensures staff have the appropriate skills through attending in-service & workshop training sessions to assess & negotiate services for clients with intellectual disabilities.
❖ Ensures an appropriate person is available to act as an advocate to reinforce service options for clients who have dementia.
❖ Acknowledges the need to develop personal goals for clients with intellectual disabilities
❖ Identifies support groups & respite options to link clients & carers to enhance their quality of life.
❖ Ensures that staff employed as respite carers are matched to the individual to best meet the client’s needs (particularly for younger disabled clients).
❖ Relies on feedback from staff & advice from clients for tailoring of individual care plans & the development of broader service delivery models to meet the needs of special needs groups.
❖ Has a developed network of service providers & key stakeholders in the community to advise & refer clients of special needs groups.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Individual Needs Policy
Pol: 2.1 Individual Needs
Policy statement
Wide Bay Respite Services is committed to ensuring that all clients of the Association receive services that are designed and delivered around their individual circumstances, needs and preferences.
Rationale:
Wide Bay Respite Services recognises each client as having unique skills, lifestyle preferences, personal aspirations and support needs.
Action:
The following process enables this organisation to meet its objective of designing and delivering services around clients’ individual circumstances, needs and preferences.
Process:
Wide Bay Respite Services will:
❖ Work with clients and families to assess service types.
❖ Involve the client, their primary carer & other significant people in the client’s life, in the development of his/her Individual Plan.
❖ Ensure the client, their primary carer & other significant people in the client’s life; have input in the determination of his/her specific needs.
❖ Every Individual Plan will detail the client’s:
o Personal details
o Personal interests
o Short & Long Term Goals
o Disability & Medical information
o Communication needs
o Daily living skills
o Health & Well Being needs
o Meal preferences & Nutritional requirements
o Personal Hygiene needs
o Epilepsy
o Information Checklist
o Consent Form
❖ Seek the client, their primary carer & other significant people in the client’s life, input in implementing an Individual Plan that meets the agreed needs of the client.
❖ Ensure the Individual Plan reflects the preferences of the client in a manner sensitive to his/her age, sex, and cultural, linguistic and religious background.
❖ Fully document the Individual Plan and offer a copy to the client &/or their primary carer & other significant people in the client’s life.
❖ Commit the organisation to delivering services in accordance with available resources & the agreed needs.
❖ Each Individual Plan of the person accessing respite will be reviewed by the client, their primary carer or other significant person in the client’s life.
❖ Staff will complete a communication book for each client during their stay at respite, which will detail each day’s activities, meals & other relevant information.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Decision Making & Choice Policy
Pol: 3.1 Decision Making
Policy statement
Wide Bay Respite Services is committed to ensuring that all clients have the opportunity to participate as fully as possible in making decisions about their daily lives and the services that they need, want & receive.
Rationale:
Wide Bay Respite Services is committed to ensuring that all clients retain maximum control over their own lives by having primary involvement in, and influence over, decisions that affect them.
Action:
The following process enables this organisation to meet its objective of designing and delivering services around clients’ individual circumstances, needs and preferences.
Process:
Each client of this service will be given the opportunity to participate as fully as possible in making decisions about the events and activities of their daily life in relation to the services they receive.
Clients will be encouraged and supported to exercise their right to make informed decisions and choices about the individual services they receive, the activities they would like to participate in and the lifestyle they would like to follow. This would include the exploration of other service delivery options within the constraints of available resources.
Support Workers are to encourage and support clients to make informed decisions & choices, however in some circumstances this must balance against the organisation's responsibility not to participate in decisions by a client that might pose a significant and foreseeable risk to: the client’s safety or interests; the organisation’s ability to assist other clients and the safety of the organisation’s staff and volunteers.
Involve consumers in the development of their Individual Plan and invite them to review their plans at each visit to respite.
Clients will be invited to participate in the organisation’s Strategic Planning activities.
Wide Bay Respite Services will involve clients in the development of the organisation’s policies and procedures. Some examples of the ways in which clients can participate are by –
❖ Becoming members of the organisation and exercising voting rights at Annual and Special General Meetings
❖ Standing for election to a position on the Board of Management.
❖ Completing the organisation’s formal service-related feedback forms
❖ Making suggestions via the Quality Service Improvement suggestion process
❖ Providing feedback, when invited, via specific focus group activities and individual consultations undertaken during the formulation of new policies or planned events.
Pol: 3.2 Advocacy
Policy Statement:
Wide Bay Respite Services will encourage clients to utilise an advocate of their choice to ensure that clients receive the best possible service.
Rationale:
All clients, and potential clients, may choose to involve an advocate to represent his or her interests at any time as accepted practice by this organisation.
Action
The following process enables this organisation to meet its objective of designing and delivering services around clients’ individual circumstances, needs and preferences.
Process
Wide Bay Respite Services:
❖ Offers each client the opportunity to nominate an advocate.
❖ Accepts the involvement of an advocate of the client’s choice whenever this is the wish of the client.
❖ Has developed links with advocacy groups in its area and informs clients of the availability of such assistance.
Content
❖ At the point of first contact clients are verbally advised of their right to have someone to represent their interests and help them with complaints, disputes or any aspect of service delivery if they wish.
❖ An advocate may be a relative, friend, neighbour or someone from an advocacy service.
❖ The organisation maintains a register of service providers and agencies that provide advocacy services.
❖ Clients are to be reminded of their right to use an advocate on subsequent visits and contacts, along with their other rights associated with the services they may receive.
❖ The organisation documents informal feedback as a quality assurance measure to ensure the service provided to the client meets their needs
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Privacy, Dignity & Confidentiality Policy
Pol: 4.1 Privacy, Dignity & Confidentiality
Policy Statement:
Each person associated with the organisation has both an ethical and a legal right to privacy, dignity and confidentiality. Wide Bay Respite Services will recognise and respect each person’s right to privacy, dignity and confidentiality in all aspects of their life.
Rationale:
All clients, staff, volunteers and committee members have the right to:
❖ Privacy, Dignity and confidentiality.
❖ All client, staff and committee member information kept by the service is recorded, maintained, stored, and made available in ways that respect resident's rights to privacy, dignity and confidentiality
❖ Decide who has access to information they have shared with this organisation.
❖ Decide who this service can gain information from.
Action
The following process enables this organisation to meet its objective of designing and delivering services around clients’ individual circumstances, needs and preferences.
Process
For evidentiary purposes, a standard form of consent shall be implemented to record that a client has consented to certain services accessing his/her file &/or that Wide Bay Respite Services can disclose certain information to other relevant services.
Wide Bay Respite Services imposes a duty on every employee, volunteer or Committee member not to disclose information that could identify a person who has received (or is receiving) a service.
An exception to this duty occurs if the person’s prior consent is obtained and then only in an appropriate forum (i.e. case conferencing, referral).
Content
At first contact the client will be informed of their rights and the organisation’s procedure in association with privacy and confidentiality principles.
Only relevant information regarding support needs will be provided to staff.
Staff, volunteers and Board Members must treat all information as confidential, respecting the rights, privacy & dignity of clients & their families, other support workers & the organisation.
It is permissible to discuss all matters with the President of the Board, The CEO or the House Coordinator.
Other than in the proper performance of an employee’s, volunteer’s or Board Member’s duties, employees, volunteers and committee members will not at any time either directly or indirectly utilise or divulge to any person, and will use their best endeavours to prevent the publication or disclosure of, any knowledge or information which they may acquire or have already acquired during the course of employment concerning the organisation, staff, clients and their families. This restriction will continue to apply after the termination of employment but will cease to apply to knowledge or information which comes into the public arena.
The organisation will keep employees’ salaries and terms of employment confidential and limited to the employee, CEO, Coordinator and Payroll officer.
The employee must restrict distribution of the details of his or her salary and terms of employment to his/her CEO and/or payroll officer of the organisation.
All material which employees, volunteers and Board Members receive (or generate) in the course of their employment/appointment by the organisation remains the property of the organisation and must be returned by the employee, volunteer or Board Members on the termination of their employment/appointment.
Client details may not be discussed directly or indirectly with anyone unless the client or their authorised delegate has signed a Client Consent Form.
In the event of an emergency, the release of client information may occur to next-of-kin or authorised delegate (Enduring Power of Attorney) identified by the client in their Individual Plan. The client is contacted to ensure they are aware of the request and give permission.
In the event a client is unable to sign, an authorised delegate (Enduring Power of Attorney) may sign on the client’s behalf.
Wide Bay Respite Inc. takes reasonable steps to ensure that your personal information is secured against unauthorised access, misuse or accidental loss.
Upon written request clients, or their nominated representative, may access information from their Individual Plan.
All obsolete documents will be destroyed by shredding all paper copies.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Participation & Integration Policy
Pol: 5.1 Participation & Integration
Policy Statement:
This policy ensures that the organisation’s services are designed and delivered in ways that offer opportunities for the physical and social integration of its client’s in the general community.
This policy applies to staff involved in the delivery of support services to clients.
Rationale:
Wide Bay Respite Services is committed to ensuring that, wherever possible and practicable, our clients will:
❖ Have access to the same places as the rest of the community.
❖ Receive their services in community settings alongside other members of the community.
❖ Have the opportunity to socialise and build relationships with members of the wider community.
Action:
The following process is to be implemented to enable the organisation to meet its policy objective of ensuring that Client’s enjoy maximum participation and integration in and with the community.
Process
Wide Bay Respite Services will:
❖ Structure services to be provided in a way that facilitates the integration and participation of Clients with other members of the community; and
❖ Build into its programs & strategies to make the best possible use of community facilities and services; and
❖ Use community facilities and services in a manner and at times that coincide with those of the wider community; and
Content
Wide Bay Respite Services will:
❖ Select volunteers on the basis of their own involvement and connection with the wider community, amongst other attributes; and
❖ Involve other members of the community in the integration of clients in participative community activities; and
❖ Collaborate with other community groups, and their members, to facilitate the inclusion of clients in their activities.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Valued Status Policy
Pol: 6.1 Valued Status
Rationale:
Wide Bay Respite Services promotes a belief in the ability of people with a disability to fulfil valued roles, develop and maintain skills of service users and to fulfil valued community roles.
Process:
Wide Bay Respite Services will:
❖ Ensure services are provided with consideration to the preferences of the client in a manner sensitive to his/her age, sex, and cultural, linguistic and religious background.
❖ Deliver services in the least restrictive and client centred manner
❖ Promote an inclusive approach to services for people with disability through strong commitment to positive relationships in the wider community.
❖ Advance the valued status of individuals by developing & maintaining skills, capacities and lifestyle with support.
❖ To integrate into the community and facilitate the acceptance of people with a disability
❖ Apply the following performance standards to ensure that these processes are implemented effectively:
o All clients and their families or advocates have been provided with a copy of Wide Bay Respite Services’ Family Information booklet which refers to this policy.
o All employees have been provided with a copy of Wide Bay Respite Services’ Policy on Valued Status and a staff copy of the policy is kept at each house.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Complaints Policy
POL: 7.1 Complaints
Policy Statement:
Wide Bay Respite Services will encourage clients to provide both positive and negative feedback on the service provided to ensure that clients receive best possible service.
Rationale:
All clients, and potential clients, will be informed of their rights including the right to complain without effecting access to services and the right to an advocate of their choice.
All clients, and potential clients, will be encouraged to provide a complaint on the service provided without fear of retribution.
Process: - See flow Chart
All complaints (whether formal or informal) must be:
❖ Undertaken in a fair and positive manner with confidentiality maintained throughout the process
❖ For more serious complaints, acknowledged in writing within three days upon receipt, and whenever possible the matter resolved, within 21 calendar days.
❖ Recorded on the Complaints Register (minor and major) for future reference
❖ Approached in a positive way, with the aim of resolving the complaint appropriately, and making any warranted improvement to procedures, service delivery and policy.
❖ Forwarded immediately to the CEO of Wide Bay Respite where a complaint relates to an organisational policy matter.
Content:
A Minor (informal) complaint is an issue or occurrence that is resolved at the first point of contact, when all parties reach agreement and are satisfied with the outcome.
A Major (formal) complaint is an issue or occurrence that is not resolved at the first point of contact and needs further investigation.
On receipt of a more serious complaint, the Co-ordinator or the CEO is to be made aware of the complaint immediately.
The complainant is notified within 7 days in writing to provide feedback on progress, actions taken and outcomes achieved.
The organisation will endeavour to fully resolve all complaints with 21 calendar days from receipt.
In the event of an unresolved complaint between two parties information on conflict resolution, mediation, counselling and advocacy services will be provided A person who makes a complaint & is not satisfied with the outcome of that complaint may complain to the Dept. of Communities, Child Safety & Disability Services.
Staff members will be notified of any complaints made against them to give them an opportunity to state their case.
In the event of a complaint between a client and their principal carer, the organisation encourages early identification and open discussion of potential difficulties at assessment and profile reviews to alleviate major conflicts.
Wide Bay Respite recommends the use of an advocate, and is able to supply a qualified staff member, or recommend a suitable mediator in an endeavour to resolve the situation.
In the event that a complaint between a client and their principal carer may be suspected elder abuse, it is the organisation staff’s responsibility to report this to the Coordinator, who in turn may seek legal advice.
Staff members will be offered appropriate support, when requested, in the event of a complaint made against them.
Responsibility
After finalisation of a complaint, the CEO will evaluate current procedures in service delivery, organisation procedures and policies, and modify where warranted.
A “Complaints Register Form” is to be completed by any member of Wide Bay Respite Services immediately a complaint is made, no matter how informal it may seem.
The Co-ordinator / CEO will determine if legal advice is to be sought, staff counselled or disciplinary action instigated.
The Service is primarily accountable to the community for any activities undertaken and will ensure the community is reminded that complaints will result in evaluation and modification, where appropriate, of current procedures in service delivery, organisation procedures and policies.
The Grievance Resolution Process
[pic]
Complaints agency means any of the following;
• The Ombudsman
• The Crime & Misconduct Commission
• The Anti-Discrimination Commissioner
• The Health Quality & Complaints Commission
• The Adult Guardian
• The Commissioner for Children & Young People & Child Guardian
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Service Management Policy
Organisation Structure Flowchart
Pol: 8.1 Management
Policy Statement:
Wide Bay Respite Services will have policy; resources and strategic plans that will ensure efficient and effective management practices are maintained.
Rationale:
To ensure the organisation has implemented accountable, management practices in line with appropriate Service Agreement/s.
Action
The following process enables this organisation to meet its objective of designing and delivering services using efficient & effective systems.
Process
❖ An elected Management Committee, with community and client representation, will be responsible for all decisions in relation to this service.
❖ The Management Committee will be responsible for acquittal of funds in line with Service Agreement/s.
❖ The Management Committee will ensure Strategic Plans, Operational Manuals and Annual Reports are developed that reflect the goals, objectives, strategies and performance measures of the Organisation.
Content
❖ Where possible, the organisation will involve clients, carers and interested community members in the development and provision of services through:
o Representation on the Board of Management,
o Formal feedback through client feedback forms and client forums
o Informal feedback through assessment, Individual Plans, referral, reviews and face to face visits
❖ The organisation will provide audited financial statements to demonstrate the acquittal of all resources received for the project.
❖ The organisation has a Policy Folder that directs the processes and protocols staff are to follow for a wide variety of responsibilities. Staff are encouraged to identify and participate in the development of policies where gaps are identified.
❖ Clients and their carers may access the service based on the legislative indicators of the appropriate funding guidelines.
❖ Any additional resources received by this organisation will be utilised back into direct service delivery to meet the demands of the target group in the community.
❖ All staff employed by the organisation will undergo an induction program every 12 months to clarify roles, build team cohesion and attend professional development sessions (e.g. cultural awareness training, dementia care etc as required).
❖ Staff will attend organisation staff meetings, and are encouraged to attend meetings outside of the organisation to build on their professional expertise and knowledge of other service providers.
POL: 8.2 Early Identification & Intervention
Policy Statement:
Wide Bay Respite Services will have policy, resources & strategic plans that will ensure coordinated, planned & reliable service delivery to clients. This organisation promotes early identification of, & intervention in, potential & early stage health problems experienced by individuals, groups & the community.
Rationale:
Early identification & intervention is an integral component of quality care provision directed towards enhancing the health & wellbeing of individuals, groups & communities.
Process:
❖ The service will undertake ongoing assessment, review & evaluation of client’s needs through ongoing evaluation which will identify & prioritise current needs.
❖ Based on assessment, review & evaluation outcomes, the service will develop strategies that address at an early stage, factors which contribute to unwanted individual or family outcomes.
❖ Where resources permit, staff will be encouraged to undertake appropriate training to enhance their knowledge & skills in the area of early identification & intervention.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
POL: 8.3 Workplace Health & Safety
Policy Statement:
Wide Bay Respite Services considers its responsibility for Workplace Health & Safety to be the equal of other key service goals. It is our policy to conduct our activities in such a way that protects the health & safety of all employees, volunteers, clients & visitors at the workplace & to actively encourage safe work practices.
Rationale:
To ensure all services & work practices are undertaken in a safe & healthy environment.
Process:
To achieve this policy, specific responsibilities as detailed below will be implemented.
The Management Committee of Wide Bay Respite will:
❖ Comply with all relevant legislation & statutory requirements, codes of practice & industry standards & make adequate provisions of resources to meet those requirements;
❖ Promote health & safety awareness & develop healthy & safe working procedures;
❖ Provide adequate protective equipment;
❖ Provide information, training, instructions & supervision on the use of protective equipment;
❖ Consult with staff members on health & safety matters & on ways to reduce workplace hazards & improve work systems;
❖ Maintain effective accident & incident analysis & hazard reporting systems;
❖ Encourage rehabilitation of injured employees; &
❖ Set health & safety objectives & regularly review performance against these objectives.
Employees & volunteers will:
❖ Comply with all relevant legislation & statutory requirements, codes of practice & industry standards;
❖ Comply with healthy & safe working practices;
❖ Wear appropriate protective equipment;
❖ Report & participate in analysis of any hazards, accidents & incidents at their place of work; &
❖ Accept responsibility for protecting themselves & others in the workplace.
Content
❖ At induction to Wide Bay Respite Services all new staff & volunteers will be provided with relevant information & appropriate training on matters relating to Workplace Health & Safety including:
o Current legislation & statutory requirements
o Current codes of practice
o Current industry standards
o Safe practice
o Fire & evacuation procedures
o Safety & security when dealing with aggressive & challenging behaviours
o Reporting of accidents, incidents & hazards;
o Participation in analysis of trends in accidents, incidents & hazards; &
o Attendance & participation in training & information sessions related to Workplace Health & Safety.
Wide Bay Respite will ensure annual Workplace Health & Safety Audits are conducted to determine the extent of conformity to workplace health & safety practices & to encourage development of systems to improve risk management risks in the workplace.
❖ Wide Bay Respite will ensure annual fire & evacuation training occur and participate in audits.
❖ All employees & volunteers, on identification of a hazard, incident or accident, will immediately inform the Coordinator or the CEO to take steps to minimise any immediate danger & alert other staff members about the nature of the problem.
❖ On identification of a hazard, the employee will fill out the Hazard Report Form to notify the employer of any hazardous condition, or work practice.
❖ In the event of an accident or incident management will ensure the Workplace Incident/Accident Report is filled out & sent to the appropriate Office of Workplace Health & Safety Queensland.
❖ Where appropriate, a risk management strategy should be developed for all service activities which includes the areas of
o Manual handling;
o Hazardous substance;
o Plant & equipment;
o Noise;
o Workplace environment; &
o Security.
Risk management processes will include:
o Identification of current practices;
o Assessment of the risk of injury or unsafe practice;
o Adoption of measures to reduce or eliminate the risks identified; &
o Review of the effectiveness of any modifications to practice.
Wide Bay Respite may enable a Workplace Health & Safety Representative(s) to represent staff on health & safety issues. The Workplace Health & Safety Representative(s) will be responsible for:
❖ Conducting regular workplace health & safety inspections;
❖ Assisting in resolution of workplace health & safety issues;
❖ Reporting any issue relating to workplace health & safety to Management of (Organisation Name) &/or the Workplace Health & Safety Officer;
❖ Attending any established Workplace Health & Safety meeting; &
❖ Attending any prescribed training & information sessions relating to areas of responsibility.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
POL: 8.4 Safety & Security
Policy Statement:
Wide Bay Respite Services will identify & address safety & security issues for all those who work for or utilize the service of the organisation.
Rationale:
❖ Violent and extremely inappropriate behaviour produces damaging or hurtful effects, both physical & / or emotional on other people.
❖ There is a potential for staff to be victims of violent behaviour.
Process:
Threats:
Staff must take threats seriously & report them to management immediately.
Initial Steps:
❖ Notification of violent behaviour or threats must be recorded on an Incident Report.
❖ Processes should be determined to ensure staff are made aware of any safety or security situation prior to initial with a client.
❖ If a known violent & / or threatening client is likely to visit the organisation, staff must be made aware of strategies to cope with any incident that may occur.
In-Home Care:
❖ Where the possibility of danger is considered & staff are working in the client’s home, the staff member should always notify the Coordinator or the CEO immediately.
Staff phone numbers:
❖ No staff member’s personal phone numbers are to be given out to clients.
❖ Recognized emergency phone numbers & / or local Hospital phone numbers are to be offered for out of hours contact. Staff are not to share with clients.
When violence occurs:
❖ An Incident Form is to be completed.
❖ Counselling or debriefing will be accessed with or through the Coordinator or the CEO.
Training:
❖ All staff will have access to training on how to manage aggressive situations.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
POL: 8.5 Critical Incident Stress Debriefing
Policy Statement:
Wide Bay Respite Service will follow an action plan for Critical Incident Stress Debriefing.
Rationale:
To establish & maintain:
❖ Safe work practices & procedures
❖ All staff are supported after an incident, which may have the potential to cause long-term stress.
Process
❖ The level of response to an incident will be dependent upon each particular incident & staff involved
❖ As a guide, the following actions are recommended as a minimum standard:
o Initial debriefing to occur within 48 hours after the incident.
o Further follow up to occur 2 weeks after initial debrief.
❖ An incident involving one or two staff members should be managed internally by appropriate, trained staff members.
❖ An incident involving the majority of staff should be managed by an external person to debrief the organisation (for example, Queensland Ambulance Service, Queensland Police Service, Mental Health Coordinator, qualified Counsellor).
❖ Any staff member who experiences prolonged distress will be referred to an appropriate counselling service.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Preventing & Responding To Abuse, Assault and Neglect of People with a Disability Policy
POL: 9.1 Preventing & Responding To Abuse, Assault and Neglect of People with a Disability.
Policy Statement:
Wide Bay Respite Services is committed to maintaining an organisational culture that will act to prevent abuse and neglect, and to uphold the legal and human rights of clients.
The section comprises of key indicators to alert support workers to the situation and that there may be something inappropriate occurring. It also contains a list of further readings that agencies or support workers may wish to read to provide further information about the depth of the problem and the research into preventative measures.
A glossary and key terms is also included to assist service providers and people with a disability with the use of a common language for all.
|Critical Incident Reporting |
|Principles: |
|This policy applies to all support workers to ensure the reporting of critical incidents results in: |
| |
|Immediate crisis management of a critical incident; |
|Informed, accurate and timely response to media enquiries; |
|Management of subsequent information requests and briefings; |
|Information relevant to a subsequent review that may be required; and |
|Appropriate data management of critical incidents. |
Procedure
Purpose: These procedures aim to ensure all Level 1 and 2 critical incidents in relation to:
❖ Children subject to interventions by the Department of Communities, Child Safety & Disability Services; support workers and carers; matters where media attention has occurred or is possible, such as child care incidents; are reported expeditiously to departmental Senior Executives, and managed appropriately by all support workers involved.
|Critical Incident Reporting Procedure |
|Critical Incident Level Definitions |
|Level 1 |Level 2 |
|Death of a client. |Alleged assault or neglect of a client by support workers or carer (In |
|Life threatening injury to a client. |relation to carers, only those alleged assaults recorded as |
|Death of support workers or carer where a client or other support |notifications are to be reported). |
|workers are allegedly involved. |In the case of clients in youth detention, only those allegations of |
|Life threatening injury to support workers or carer where a client or |assault of a young person by a support worker, requiring overnight |
|other support workers are allegedly involved. |hospitalisation of the young person, are to be reported. |
|Death of a member of the public where a client, carer or support workers|Clients in care who abscond from their placement or are missing from |
|are allegedly involved. |their place of residence where there are serious concerns in relation to|
|Serious injury to a member of the public where a client, carer or |their vulnerability |
|support workers are allegedly involved. |Serious assault, self-harming episode, serious accidental injury or |
|Attempted suicide by a client (including self-harming episodes assessed |medical emergency involving hospitalisation of clients (overnight or |
|as attempted suicide). |longer). |
|Abduction of a child/client in care from their carer/service provider. |Major damage to carer, public or departmental property by a client and |
|A major security incident involving an emergency response to a hostage |in relation to youth detention centres, where the property damage is to |
|situation, fire, natural disaster, power failure, bomb threat or |the extent that security is undermined and/or media attention is likely.|
|discovery of a bomb. | |
|Escape from secure custody and/or recaptures. | |
|Highly sensitive issues where media attention has occurred or is | |
|possible. | |
Responsibilities of Support workers
Any support worker who is involved in, witnesses or has a critical incident brought to their attention must promptly report the critical incident to the CEO.
The CEO is responsible for determining the level of the critical incident in accordance with the Critical Incident Level Definitions, and the need if any, for reporting alleged criminal acts to the Police.
Reporting Procedure
Timeframes for Critical Incident Reports
|Action/Documentation Required |Time Frames |
| |During Business Hours |Outside Business Hours |
|Level 1 |
|Verbal Notification |Immediate |Immediate |
|Critical Incident Report |Within 3 hours |By 9:00am of the next working day |
| |
|Level 2 |
|Verbal Notification |Within 1 hour |By 9:00am of the next working day |
|Critical Incident Report |Within 48 hours |Within 2 working days. |
| |
Indicators of Abuse, Assaults and Neglect
Management, support workers, volunteers, people with a disability, their families, friends, carers and advocates all play a significant role in preventing and detecting the occurrence of abuse, assault or neglect.
The table below provides some examples of indicators of abuse and neglect of children and adults. It is important to remember that the indicators listed below are not the only indicators and that the presence of one or more indicators does not necessarily ‘prove’ that abuse, assault or neglect has occurred. This list of possible examples should not be considered a complete list of possible indicators.
|Type of Abuse |Physical Indicator |Behavioural signs |
|Physical Abuse |Unexplained cuts, abrasions, bruising and/swelling: |Avoidance of a particular support worker. |
| |On face, lips, mouth, torso, back, buttocks, thighs in various |Fearfulness or fear of a particular person |
| |stages of healing. |Sleep disturbance |
| |Unexplained burns or scalds: |Obvious changes in behaviour |
| |Cigarette burns especially on soles, palms, back or buttock. |Changes in appetite |
| |Rope burns on arm, legs, neck or torso. |Changes in daily routine. |
| |Unexplained fractures, strains or sprains: |Unusual mood swings |
| |Dislocation of limbs. |Withdrawal |
| |To skull, nose, facial structure |Unusual passivity |
| |In various stages of healing |Out of character aggression. |
| |Bite marks |Self abuse |
| |Dental injuries |Drowsiness |
| |Ear or eye injuries |Inappropriate or changing explanation of how an injury |
| |Ligature marks |occurred. |
| |Welts |Excessive compliance. |
|Type of Abuse |Physical Indicator |Behavioural signs |
|Psychological/ |Speech disorders |Self-abuse or self-destructive behaviour |
|emotional abuse |If a child, there may be lags in physical development|Displaying challenging or extreme behaviours |
| |or a non-organic failure to thrive |Excessive compliance |
| |Injuries sustained from self-abuse or |Extreme low self esteem |
| |self-destructive behaviours |Depression |
| |Suicide attempts |Feelings of worthlessness |
| |Anxiety attacks |Lack of inter-personal skills necessary for adequate |
| | |functioning |
| | |Extreme attention seeking behaviour. |
|Sexual Abuse |Direct or indirect disclosure of abuse or assault. |Sleep disturbances |
| |Difficulty in walking or sitting |Changes to eating patterns |
| |Pain or itching in genital and/or anal area |Inappropriate or unusual sexual behaviour or |
| |Vagina or penile bruising, bleeding or discharge |knowledge. |
| |Self-abusive or self-destructive behaviour |Changes in social patterns |
| |Attempts at suicide |Sudden or marked changes in behaviour or temperament |
| |Torn, stained or blood stained underwear or |Anxiety attacks |
| |bedclothes. |Refusing to attend usual places e.g., work, school, |
| |Sexually transmitted diseases |respite |
| |Traumas to the breasts, buttocks, lower abdomen or |Depression |
| |thighs. |Going to bed fully clothed |
| |Unexplained accumulation of money or gifts. |Excessive compliance of support workers |
| |Pregnancy | |
|Type of Abuse |Physical Indicator |Behavioural signs |
|Financial Abuse |No access or unwarranted restrictions to personal |Person has insufficient money to meet normal budget |
| |funds |expenses |
| |No control over personal fund or bank accounts |Person is persistently denied outings and activities |
| |No records or incomplete records kept of expenditure |due to a lack of funds. |
| |and purchases. | |
| |No inventory kept of significant purchases | |
| |Person controlling the finances does not have the | |
| |proper legal authority | |
| |Misappropriation of money, valuables or property | |
| |Forced changes to wills or other legal documents | |
| |Persistent failure to produce receipts. | |
| |Receipts indicating unusual or inappropriate | |
| |purchases. | |
Examples of Abuse, Assault & Neglect
It is important to note that acts of abuse, assault and neglect are not limited to the examples below. This is a very limited list of possible examples and should not be construed as being complete or comprehensive list examples.
|Physical abuse |Non-accidental actions causing injuries, such as bruising, lacerations or welts, burns, fractures or dislocations |
| |Threats of violence |
| |Refusing clients of food because they have not done what they were asked to do |
| |Hitting, smacking, biting, shaking or kicking |
| |Pulling arms, hair or ears |
| |Bending back fingers or bending an arm up behind the back |
| |Placing hot substances in the mouth for swearing |
| |Leaving clients in clothing or bedding that has been soiled |
| |Physically restraining a client which is not justified, authorised or excused by law |
| |Inappropriate use of medication including the unauthorised use of medication as a chemical restraint. |
|Psychological/ |Humiliating clients of a service for losing control of their bladder or bowels. |
|Emotional abuse |Shouting orders to clients |
| |Using humiliating names when speaking to clients |
| |Treating adult clients as children |
| |Humiliation, emotional blackmail, blaming, swearing, intimidation, name calling or isolation from friends and |
| |relatives |
| |The use of social isolation (ignoring clients) |
| |Support workers locking clients in their bedroom |
| |Using other clients to provide physical control over another client |
| |Harassing clients to eat food they don’t want (or which is contrary to their cultural or religious beliefs. |
|Financial abuse |Denying clients access to or control over their money and personal finances. |
| |Taking money or other property of clients without their consent (which is likely to constitute a criminal offence) |
| |or where their consent is fraudulently obtained. |
| |Misappropriation of money, valuables or property |
| |Changes to wills or other legal documents, by coercion, misrepresentation or where consent for changes was |
| |fraudulently obtained. |
| |Denying the client access to information or documentation concerning their personal finances or individualised |
| |funding package |
| |Personal use of a client’s telephone by support workers which is not recorded or reimbursed, leaving the client to |
| |pay the cost of the calls |
| |Support workers borrowing clients possessions even for a brief period eg CDs, Lawn mowers etc. |
| |Support workers purchasing client’s possessions at grossly below the real and accepted value of the item |
| |Support workers using clients vehicle for their own purposes |
|Neglect |Support workers assisting clients to eat and drink in an incorrect or hurried and rushed manner, causing|
| |physical discomfort, illness, injury or resulting in or contributing to death |
| |Failure to provide clients adequate food, shelter, clothing or basic personal health care |
| |Support workers giving one client another client of a service’s medication because it is similar |
| |Support workers giving over the counter medication to a client without first checking with the client’s |
| |doctor for appropriateness or any potential harmful side affects |
| |Support workers continue to administer medication to a client after the use by date has expired |
| |Support workers not utilising a client’s communication devices to allow the expression of needs, choices|
| |or preferences |
| |Failure of support workers to recognise or acknowledge non-verbal messages conveyed by clients who have |
| |limited communication abilities. |
| |Support workers leaving clients alone in a vehicle for extended periods. |
| |Support workers not obtaining or seeking the appropriate medical, specialist, therapy or other allied |
| |health support for a client based on the identified individual need |
| |Support workers not ensuring that a client has access to regular medical support including assessments |
| |for medication blood levels, blood pressure, diet and nutrition or access to regular health screening |
| |tests. |
Principles
❖ The welfare and best interests of a child are paramount.
❖ The primary goal of receiving, assessing, addressing and recording matters of concern is to provide safety for children and young people in alternative care. All actions taken and decisions made in accordance with this policy must ensure safe and accountable outcomes in relation to the care of children and young people.
❖ The Chief Executive of the Department has a duty of care to ensure that a child in alternative care is cared for in a way that meets the Statement of Standards and that the Charter of Rights for a Child in Care is complied with.
❖ All stakeholders, including departmental support workers, nominees and support workers of licensed care services and carers, are accountable in exercising their roles and responsibilities in relation to the Statement of Standards.
❖ The child and the child’s parents will be encouraged, and provided with opportunities, to take part in making decisions affecting their lives, and their views will be considered in decisions and actions taken.
❖ Decisions about an Aboriginal or Torres Strait Islander child are made in accordance with the requirements of the Act.
❖ In its partnership with carers, the Department has a responsibility to enable them to undertake their role in a positive and efficient way, and to establish effective structures for the management, support and supervision of support workers, carers and affiliated care services. Concerns about the standards of care will be addressed as they arise, in a manner consistent with the principles of natural justice.
Child Protection Act 1999
Chapter 4, Part 1 – Standards of Care
S122 - Statement of standards
The chief executive must take reasonable steps to ensure a child who, for the purposes of this Act, is placed in the care of an approved foster carer, licensed care service or departmental care service, is cared for in a way that meets the following standards (the statement of standards)—
❖ the child’s dignity and rights will be respected at all times;
❖ the child’s needs for physical care will be met, including adequate food, clothing and shelter;
❖ the child will receive emotional care that allows him or her to experience being cared about and valued and that contributes to the child’s positive self-regard;
❖ the child’s needs relating to his or her culture and ethnic grouping will be met;
❖ the child’s material needs relating to his or her schooling, physical and mental stimulation, recreation and general living will be met;
❖ the child will receive education, training or employment opportunities relevant to the child’s age and ability;
❖ the child will receive positive guidance when necessary to help him or her to change inappropriate behaviour;
❖ the child will receive dental, medical and therapeutic services necessary to meet his or her needs;
❖ the child will be given the opportunity to participate in positive social and recreational activities appropriate to his or her developmental level and age;
❖ the child will be encouraged to maintain family and other significant personal relationships;
❖ If the child has a disability—the child will receive care and help appropriate to the child’s special needs.
For subsection (1)(g), techniques for managing the child’s behaviour must not include corporal punishment or punishment that humiliates, frightens or threatens the child in a way that is likely to cause emotional harm.
For subsection (1)(j), if the chief executive has custody or guardianship of the child, the child’s carer must act in accordance with the chief executive’s reasonable directions.
The application of the standards to the child’s care must take into account what is reasonable having regard to—
❖ the length of time the child is in the care of the carer or care service; and
❖ The child’s age and development.
When a report has been made to the Department of Communities, Child Safety & Disability Services.
The Department of Communities, Child Safety & Disability Services, and in some instances the Queensland Police Service, makes all decisions in relation to its ongoing role with the alleged offender, the child or young person and their family. The service, including support workers, will not commence their own investigative process once a matter has been referred to the Department of Communities, Child Safety & Disability Services.
GLOSSARY AND KEY TERMS
Abuse
Abuse can include any of the following for actions or behaviours are a person who has either a formal or implied bond or trust for service provision to another person. This bond or trust would include management, all support workers and volunteers. It also includes anyone else who has a role in the service provision to the clients of a service, such as board members or members of a management committee.
Financial Abuse
The illegal or improper use of the person’s property, finances and other assets, without their informed consent or, where consent is obtained by fraud.
Physical abuse
The infliction of physical pain, discomfort, injury or physical coercion, such as hitting, shoving, pushing, burning and physical restraint.
Psychological/emotional abuse
The infliction of psychological or emotional suffering or fear, including actions that lead to fear of violence to isolation or deprivation, feelings of shame, loss of dignity, humiliation, intimidation or powerlessness.
Sexual abuse
Includes sexual assault, sexual harassment and all forms of illegal sexual activity such as molestation, rape and carnal knowledge.
Accountability
Refers to being able to clearly justify the use of resources, power and control; to effectively mediate rights and responsibilities.
Adult Guardian
The Adult Guardian is an independent statutory officer established to protect the rights and interests of adults with impaired capacity. The Adult Guardian has the power to investigate a complaint or allegation that an adult with an impaired capacity is being neglected, exploited or abused. The Adult Guardian can also investigate complaints about the decisions made by attorneys under Enduring Power of Attorney and Statutory Health Attorneys.
Assault
The Criminal Code Act, 1899 Section 245 (1) states:
“A person who strikes, touches or moves, or otherwise applies force of any kind to, the person of another, either directly or indirectly, without the other person’s consent, or with the other person’s consent if the consent is obtained by fraud, or who by any bodily act or gesture attempts or threatens to apply force of any kind to the person of another without the other person’s consent, under such circumstances that the person making the attempt or threat has actually or apparently a present ability to effect the person’s purpose, is said to assault that other person and the act is called an ‘assault’”.
Assault occasioning bodily harm
The term bodily harm means any bodily injury which interferes with health or comfort.
The Criminal Code Act 1899 Section 339 states in part:
“Any person who unlawfully assaults another and thereby does the other person bodily harm is guilty of a crime”.
As a general rule, the charge of bodily harm is usually preferred when the nature of the injury or injuries received by the victim are considered more serious, but from which the victim will recover (i.e. a black eye and associated cuts which will heal in time and not result in any permanent eye damage).
Child
Child means a person who has not attained 18 years of age.
Common Assault
The Criminal Code Act 1899 Section 335 states in part:
“Any person who unlawfully assaults another is guilty of a misdemeanour”.
Common assault is usually the offence committed in the absence of any circumstances of aggravation and when the injury or discomfort caused is regarded as minimal.
Disabilities covered by the Disability Services Act 2006
This Act applies to a person with a disability that is attributable to an intellectual, psychiatric, cognitive, neurological, sensory or physical impairment or a combination of impairments; and that result in:
❖ A substantial reduction of the person’s capacity for communication, social interaction, learning or mobility; and
❖ The person needing support.
❖ The disability must be permanent or likely to be permanent. The disability may be, or may not be, of a chronic episodic nature.
Discrimination
Discrimination is defined in the Anti-Discrimination Act 1991 in two ways. Direct discrimination is defined as treating a person less favourable because of an attribute the person has or is presumed to have. Indirect discrimination may occur if a condition is imposed that is unreasonable; that a person with the attribute cannot comply with; or that a higher proportion of people without the attribute can comply with.
Equity
In the workplace, equity refers to a person using a fair, just and reasonable approach in decision making, allocation of resources and general treatment of a person and her/his circumstances in relation to their skills and needs. It is a key principle in the recruitment and selection process whereby applicants are selected, promoted and treated on the basis of their individual talents and capabilities.
Fraud
Refers to the intentional use of false representations or deception to avoid an obligation, or gain an unjust advantage or property for themselves or others that they are not otherwise entitled to.
Grievous bodily harm
The term grievous bodily harm means any bodily injury of such a nature as to endanger or be likely to endanger life, or to cause or be likely to cause permanent injury to health. “(Eg a punch thrown by an assailant to a victims face resulting in the victim losing the sight in one eye)”.
The Criminal Code Act 1899 Section 320 in part states:
“Any person who unlawfully does grievous bodily harm to another is guilty of a crime.”
Harm
Any detrimental effect of a significant nature to the person’s physical, psychological or emotional wellbeing. It is immaterial how the harm is caused. Harm can be caused by physical, psychological or emotional abuse or neglect, or sexual abuse or exploitation.
Natural Justice
Refers to procedural fairness, which is based on the requirement to adopt fair and flexible decision making procedures which are appropriate and adapted to the nature, circumstances and context of a given situation. There are two basic rules of natural justice.
The ‘hearing rule’ requires that where it is proposed to take action that adversely affects someone’s interest, the person concerned must have a chance to state his or her point of view before the action is taken.
The ‘rule against bias’ requires that the decision-maker is impartial.
Neglect
The failure by those who have a duty of care to provide the necessities of life – food, clothing, shelter, health care, safety or security needed for a person’s optimal lifestyle and development, or the failure to use the available resources to meet those needs.
Negligence
A person may be negligent if they fail to exercise reasonable care and someone suffers harm as a result. Negligence could arise because the person did or did not do something which they should have done.
Official misconduct
This refers to conduct by a public official that involves carrying duties or exercising powers in a manner that is dishonest or lacks impartiality; or a breach of trust placed in the person by reason of his/her holding the office, or a breach of confidentiality. Conduct is regarded as official misconduct if it could be defined as a criminal offence or a disciplinary breach that provides reasonable grounds for dismissal.
Ombudsman
Refers to the Parliamentary Commissioner for Administrative Investigations appointed under the Parliamentary Commissioner Act 1974.
Reasonable
Where a duty of care exists, the law requires that the person exercise the same degree of care that a reasonable person could be expected to show. A higher standard is expected from a person responsible for the care of someone whom the law would regard as vulnerable. This would include people who have a disability.
Management, Support workers and volunteers are therefore obliged to exercise the degree of care that could reasonably be expected from a competent and skilled person in that job.
The overriding principle is that as long as management, support workers and volunteers take reasonable care and consider the rights of all concerned, then the reasonable expectations of clients of the service, management, support workers, volunteers and the community will be met.
Service Agreement
An agreement negotiated between Department of Communities, Child Safety & Disability Services and a service provider when the organisation is approved to receive funding of a recurrent or non-recurrent nature.
Service agreements cover roles and responsibilities of the funded organisation and Department of Communities, Child Safety & Disability Services, needs of the target group, goals and objectives of the funded service, how achievements will be measured, total of funds approved by the Minister of Department of Communities, Child Safety & Disability Services, financial accounting requirements, record keeping and data collection.
Service Providers
Those services which are operated or funded by Department of Communities, Child Safety Disability Services. The term non-government service provider includes a person, company or corporation or non-profit association, which provides a service, which, is funded or partly funded by the Department of Communities, Child Safety & Disability Services.
Under the Disability Services Act 2006, a Service Provider is:
a) A natural person who provides services to people with disabilities (whether or not the service provider and the people with disabilities are related); or
b) An organisation that provides services to people with disabilities, including:
i. A public sector unit; and
ii. A local government; and
iii. An institution that provides tertiary education; and
iv. Another organisation (whether or not incorporated) that is not a public sector unit, local government or institution that provides tertiary education.
Wide Bay Respite may provide the services-specifically to people with disability; or generally to people in the community, including people with a disability. The service provider may provide the services with the intention of making a profit.
Support workers
All permanent and temporary full time or part time paid or unpaid employees of Wide Bay Respite Services Assoc. and casual employees. Students undertaking paid or unpaid authorised work experience, practical or placement are included.
Vicarious liability
Vicarious liability is the liability that a service provider is subject to, for the actions or omissions of its employees, volunteers or agents. Service providers may also be vicariously liable where management, support workers, volunteers or other agents of the service provider did not or failed to follow totally, the proper or approved guidelines or protocols adopted by the service.
The service provider will not be liable for the actions of its employees, volunteers or agents, where the actions are outside the course of the person’s employment (for example where the person assaults a client).
In this example, the service provider may still be directly liable (as opposed to vicariously) if they negligently employed a person with a criminal history of assault such as would make them an unacceptable risk to clients. A service provider may not be liable for harm suffered by a client, if the employee concerned took reasonable care in their work.
Volunteers
All individuals who are recruited or utilised by Wide Bay Respite Services Assoc. in assisting with the direct delivery of the service.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
Staff Recruitment, Employment & Development Policy
Pol: 10.1 Employee Recruitment & Selection
Policy Statement:
The purpose of this policy is to set out recruitment and selection procedures for Wide Bay Respite Services.
Rationale:
Wide Bay Respite Services is committed to ensuring that the best employees are recruited into the organisation by operating a fair, open, merit based recruitment and selection system that assesses prospective employees against appropriately developed duty statements and selection criteria.
Action:
The following processes are to be implemented to ensure that Wide Bay Respite Services meets its policy objective of recruiting the best employees.
The Organisation will:
See Employee Recruitment & Selection flowchart;
Employee Recruitment & Selection
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
POL: 10.2 Training & Development
Policy Statement:
Wide Bay Respite Services will provide appropriate training & development opportunities for all employees. Wide Bay Respite Services requires all support workers to acquire a minimum training standard of Cert III in Disability Studies; however we encourage all staff to obtain a Cert IV in Disability Studies.
Rationale:
❖ To identify training & development requirements for all employees through the Annual Development process.
❖ To provide a range of training & development opportunities for all employees to be able to provide an effective & efficient service to clients.
Process:
❖ Wide Bay Respite Services is responsible for identification of the skill levels of all new & existing employees & ensuring skill levels match the requirements of the position to provide an effective & efficient service to clients of the organisation.
❖ All new staff will participate in an induction process with the Coordinator or the CEO.
❖ Wide Bay Respite Services will provide opportunities for all employees to attend training, information sessions, or skill enhancement to perform their responsibilities.
Content:
❖ Wide Bay Respite Services will determine where there are any common trends for future training & development requirements & provide, where appropriate, generic training & information.
❖ Wide Bay Respite Services will prioritize specific training requirements where required, & within budget capabilities, provide opportunities for employees & volunteers to attend training & development sessions.
❖ Wide Bay Respite Services will review the success of any training & development sessions provided for employees & volunteers & determine the level of improvement in knowledge & skills by those employees & volunteers attending such sessions.
Ratified by the Board of Management: Date …../…../…….
Circulated to staff: Date …../…../…….
To be reviewed: Date …../…../…….
Signed …………………………………………………... Manager
Signed ……………………………………………….….. President
-----------------------
Grievance received
Forwarded to Manager
Acknowledgement of receipt sent to within 7 days.
Consult with all parties within 21 days
Outcome
Satisfied
Forwarded to Board of Management
Outcome
Matter will be considered final.
Complaint may be made to the Dept. or a relevant complaints agency.
Not Satisfied
Family accepts full responsibility for planning, budgeting, and organising their support. As such, funding is advanced to the families’ bank account.
Board of Management
(Makes decisions about service delivery)
Wide Bay Respite Services Association Inc.
C.E.O.
Traditional Disability Services
(Block funded)
YLYC Host Provider Co-ordinator meets with family to decide which level of need of Self-directed support
Family accepts most of the responsibilities for planning and organising their support. Additional support is purchased. As such, funding may be advanced to the families’ bank account, reimbursed to the family, or held by Wide Bay Respite.
Family accepts some of the responsibilities for planning, budgeting, and organising their own support. Additional support is purchased
Respite
Accommodation Support
In-Home Support
Identify the need to fill the position
Develop Selection Criteria
Advertise Position
Gather Resumes
Shortlist Applicants
Arrange Interviews
Conduct Interview
Check referees
Select Candidate
Advise Applicants of Outcome
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