Person-centred support is embedded in our mission to ensure all staff treat our participants the way they would like to be treated. Participants are given the freedom to make their own delivery choices and are provided access to their preferred health services. Participants are treated as complete human beings; our staff actively listen to their life story to understand their values, culture, interests, and beliefs. We then incorporate this information into the support plans. Strong connections between people, family, friends, and their community are encouraged, so participants can enjoy greater safety, independence and an enhanced quality of life. Participants are supported to integrate within their community, with family and friends, in a manner that assists them to meet their goals by having their views and input valued, which is their legal and human right. Participants are informed of their right to:
Staff are trained in the NDIS Charter of Rights and its application within their role. Staff take time to talk with the participant and explain their responsibilities, rights, choices and control, so there is a clear understanding between both parties. Participant’s rights are provided in Easy Read documentation in the Participant Handbook and Service Agreement. Staff undergo training are provided with a Staff Handbook, and access to policies, including the Person-Centred Supports Linkage Policy and Procedure. Consultation and our participant-centred approach build on shared priorities and desired levels of engagement in services. Social interactions lead to support plan adjustment to meet needs and goals. Contact is maintained with participants and their representatives, ensuring correct involvement levels.
Our organisation takes a holistic approach when working with our participants. This means that our team devises support plans that identify and sensitively respond to the participant’s culture, diversity, values, and beliefs.
Participants are supported regardless of sex, race, marital status, sexuality, background, or cultural beliefs. Our assessment process identifies and incorporates the participant’s culture, diversity, values and beliefs within their support plan.
Consultation with participants allows the support plans to deliver appropriate services provided by the staff of choice, allowing for the inclusion of culture, beliefs and values when providing supports. The collaborative process ensures relevant services are offered. Referrals are made if necessary. Support plans detail how participants’ designated supports are practised and their culture maintained.
Our organisation endorses a multi-cultural environment in our workplaces (including the home environment). After listening to participants, staff are matched to the participant, taking into consideration the participant’s requirements and shared (or similar) values and beliefs. Staff training (orientation to performance training) includes the requirement of identifying and being sensitive to a participant’s needs. The Individual Values and Beliefs Policy and Procedure were developed to provide our staff with appropriate guidance. Management determines relevant training through analysis of community requirements, knowledge and skills of the worker, and new research. Cultural competence and awareness are essential elements of all training, as we hire staff with various backgrounds to suit the community needs.
Privacy and dignity are essential in all aspects of our work with participants. The Privacy and Dignity Policy and Procedure are in place to provide consistent processes, practices and clear guidelines for gathering personal information.
Personal information is collected from the participant or their guardian for purposes related directly to service provision. Our organisation treats individuals with respect and their right to privacy and dignity is part of our ethos. Staff practices are respectful and always protect participants’ privacy and dignity. New participants are given a clear, understandable explanation of what information we gather, why it is gathered and stored in the Participant Handbook and Service Agreement. Participants complete a checklist that ensures they are aware of their privacy rights and our relevant policies. New participants give verbal and written consent for the collection of personal information. Participants give verbal and written consent to the collection/storage of audio/visual material. Participant’s supports are undertaken with privacy, and consent is given before support provision and any assistance provided if it is requested (or there is a documented medical/physical reason). Staff handbooks detail our privacy policies and procedures. Staff cannot read or interfere with the participant’s private documents. Staff inductions include signing a privacy/confidentiality agreement, information gathering training, what to gather and informing participants of what information has been gathered. Our policy details the process of ensuring participant/staff information is secure. All information we gather is stored via secure cloud storage or in lockable filing cabinets in a secure office, in the event of theft or natural disaster. Password protection is used for digitally stored data and our website. Only rostered staff are given access to participant files.
An Independence and Informed Choice Decision-Making Policy and Procedure and Advocacy Support Policy and Procedure are available to guide staff on how to work effectively with participants. We promote opportunities and support participants to develop decision-making competence, while maintaining and reinforcing awareness of their rights when they are making decisions and choices in daily life. Staff work with participants to inform and clarify information on choice and independence, either orally or using Easy Read documentation, e.g. Participant Handbook. Participants are supported to access information and make their own decisions and choices. They are encouraged and supported to realise their goals. Participants are an integral part of support plan development and are involved via meetings, plan reviews, informal reviews, and written requests. Participants and stakeholders are informed of reviews and must provide 24 hours’ notice if they need to change the date (emergencies excepted). A collaborative process with participants is undertaken where changes are explained and agreed. Changes are kept to a minimum and documented. Participant information requests are acknowledged, and information provided within two days. Information supplied covers choices available and the risks and benefits of each decision. Participants consider their decision, seek advice, review options available and are followed up to confirm choices. Participants are encouraged to involve an advocate to assist in gaining the best outcome. Written approval of advocacy confirms consent. Staff carry digital support plans for each participant when at a participant’s home. A review of services identifies when participants want a change in service/support/activity. Interagency meetings are attended, so staff are aware of local supports available. Participant’s rights to sexual intimacy and expression in the context of lawful behaviour are respected.
Violence, Abuse, Neglect, Exploitation and Discrimination Policy and Procedure and the Zero Tolerance Policy and Procedure incorporate the NDIS Rules and guide the actions of our staff. Policies are built on human rights, so our team can manage allegations, support participants and record outcomes so participants can live free from violence. Policies are explained to participants and staff through the Participant Handbook, Staff Handbook and Service Agreement and our website. Participants are advised of their right to access an advocate where allegations of abuse, neglect, violence, exploitation or discrimination are made. Staff provide participants with advocate information and immediately facilitate access if requested. An advocate can be appointed at any time. Risk assessment strategies to ensure compliance and participant safety include recruitment processes, annual training reviews, policy reviews, incident management plans, NDIS Worker Screening, NDIS Worker Orientation Module, WWC checks, qualifications and criminal record checks maintenance. Induction training covers relevant policies and procedures that ensure safety and reporting structures related to any allegations and incident management. Reporting requirements of both the state and NDIS (via the portal) are completed to meet our legal obligations. NDIS Commission requests for information are responded to as per their timeline. Abuse allegations are investigated seriously and immediately. If required, disciplinary, criminal, and organisational investigations are conducted. The participant is supported with their safety being paramount. Allegations, outcomes, and any actions taken are recorded and reviewed regularly to ensure preventative measures are taken, and policies are updated. Investigations and the outcomes are recorded and kept on file for review. Incident records kept for seven years. Information gathered through complaints, incident reporting and investigations inform improvements to safeguarding practices.
Corporate governance is an essential part of business and strategic planning, as evidenced in our Corporate Governance Policy and Procedure and business plan. Our organisational chart indicates management structure, delegation of authority and staffing. Skill gap analysis of managerial staff against position descriptions determines training requirements. Core policies are designed to manage the organisation, to meet legislative and regulatory standards, and provide quality supports and recognition of rights. Staff have relevant job descriptions. Organisational risks, business impact analyses and stakeholder complaints/feedback, are linked and reviewed at management meetings. Risks are reviewed at least annually to determine the effectiveness of strategies. Participants, staff and community are consulted about their needs and input considered for inclusion in policies and procedures. Changes, rationale and expected outcomes are documented. Internal and external audits are conducted to ensure compliance and feedback. Information is collected and stored securely. Continuous improvement practices are engaged to improve operations, supports and practices creating increased participant satisfaction. Continuous improvement involves the whole organisation; management review maintenance of a continuous improvement culture, provision of feedback and staff training; staff receive training, ongoing support and resources needed to participate in continuous improvement initiatives. Human resource strategies include recruiting suitably qualified staff who hold current qualifications, maintaining records, buddy systems, managerial guidance and staff handbooks. Devised structures provide participants continuity of support, i.e. an equally qualified worker known to the participant (if possible). Where possible, participants are advised in advance of staff changes. Staff and management must inform of any conflicts of interest.
Our Risk Management Policy and Procedure outlines a five-step process of risk management: 1. Establish the context, 2. Identify risks, 3. Analyse risks, 4. Evaluate risks, 5. Treat risks. Risk management is a critical element of our corporate and organisational processes. A collaborative approach between management, staff and participants identifies minimisation or elimination strategies for participants and organisational risks. An individual risk profile is developed for each participant and recorded in the support plan for participant safety. Risk management plans are conducted to identify, analyse, prioritise, and treat risks associated with our service (including risks to staff, participants and our organisation). Safe work method statements are prepared following a risk assessment that has identified a task containing an inherent risk. Safe work method statements are used for training and to ensure tasks are performed consistently. Staff are responsible for reporting all injuries and identifying hazards to their supervisor. Our risk management system is documented (digital/hard copy) and meets state and NDIS requirements. Risk assessments are undertaken against incident management, complaints management, WHS, HR management, financial management, information management and governance. Risk management plans may be linked to continuous improvement and are referred to management for review and incorporation into governance strategies. Reported hazards, near-miss investigations, incidents, accidents and risks are referred to WHS consultation meetings with staff to determine residual risk and actions. Internal staff training is conducted as per WHS and Environment Management Policy and Procedure. Trained first aid staff are part of our risk management requirements. Strategies used to reduce WHS risk include WHS inspections conducted, personal protective equipment issued, workplace environmental monitoring, WHS documentation prepared, as required.
Continuous Improvement Policy and Procedure is devised to continuously improve and maintain our quality management system (QMS). Management processes adopt a Plan-Do-Check-Act cycle of continuous improvement; improvements are planned, implemented, evaluated and actioned. Continuous improvement is supported and maintained by risk reviews, audit findings, complaints/feedback, participant outcomes, service reviews and performance reports. Participant surveys determine the effectiveness and evaluate the efficiency of our support services. Management consequently reviews findings, so service delivery constantly evolves and adapts. Procedures are in place to facilitate measurement, monitoring, analysis, and improvement processes, ensuring our QMS, service delivery processes and outputs conform to customer requirements. Management follows policies to plan effectiveness of monitoring, to establish the need for further action, possible changes and improvements in policy statements and plans, or the actions taken to implement them. Records of management activities are maintained and reviewed, so legislative requirements are met. Internal audit review and schedule allows management to review systems, processes and to ensure procedures are being followed, work as intended, and are reviewed and amended when necessary. The relevant audit team ascertains compliance or non-compliance and notes improvements to be made, which is then reviewed by the management team. Internal audits confirm we are complying with service principles, legislation and adhering to NDIS quality standards in an objective, independent and impartial manner. All other NDIS, Commonwealth and state legislative requirements are monitored by subscribing to industry newsletters and email updates on legislation changes.
Safety and privacy of information are pivotal to our organisation and the participant, so our Information Management Policy and Procedure guides information-related activities. Staff understand privacy and confidentiality of information is core to our business. Initial assessment processes include the type of information gathered, used, stored, and the reasons information is shared (including state and federal government requirements). All relevant consent and support information is held in the participant’s file, including the Participant Information Consent Form, which is completed before information collection. Participant handbook outlines how participants may request their information and how we store, use and share participant information. Participants sign a checklist stating that they have been informed and understand. Participants access support plans through reviews, informal requests and written requests. Participants can request access to their information, and information is provided within two to seven days of a request being received. Documentation is stored securely with no public access. Approved staff can sign out relevant documents. Electronic records are password protected and backed up to a secure server in case of theft or natural disasters. We only collect data relevant to the participants’ support requirements. Periodically participant files are reviewed to ensure files are maintained, staff are accurately recording all services after delivery, and only relevant information is kept. Documents are either shredded or sent to a secure disposal organisation for destruction. Participant records are managed to meet privacy and confidentiality requirements and retained for seven years. Participants are advised both in writing and verbally that they can withdraw consent or amend their information at any time. Our database is accessible and gives information promptly. Our data storage policies are reviewed annually.
Our Complaints and Feedback Policy and Procedure guides processes related to participants, staff, and community feedback. Feedback is taken seriously and always reviewed and addressed in management meetings. Resolutions are passed based on feedback and changes/improvements implemented immediately. Staff are notified of changes in their monthly catch up with a supervisor. Our policy reflects relevant legislation, standards and sector policy, and complies with NDIS Complaints and Management Resolution Rules 2018. We provide a safe environment for participants to make a complaint. Participants are contacted within 24 hours of making a complaint to arrange a resolution appointment. There are no negative consequences or retribution towards any person making a complaint. We ensure the participant’s views are respected; they are treated fairly; they are updated regularly throughout the complaint handling process and are involved in the resolution process. Anyone making a complaint is supported in a way which reflects their individual, cultural and linguistic needs to assist them in understanding and participating in the complaint handling process. Participants are encouraged to have an advocate to assist or represent them during the process. Staff are trained in complaint handling during orientation and demonstrate understanding and capacity to implement complaint handling procedures. Complaints are collected in a manner that protects privacy and respects confidentiality. We ensure a fair and timely resolution of complaints. We identify and record trends from complaints to drive organisational policy development and continuous improvement. We support participants to participate in the review and development of our policy and report outcomes to them and their advocates.
All participants are provided with an information pack when commencing with our organisation. The pack contains information on our Reportable Incident, Accident and Emergency Policy and Procedure and is written in a clear and concise manner. On intake, our staff verbally discuss with participants our incident management policy and procedure and how it directly relates to the participant. Every reportable incident is documented, investigated, and, when needed, reported. Internal controls are adjusted, if required, to avoid similar incidents in the future. All cases are reviewed, and the handling of the cases and eventual outcomes are evaluated to revise the policy. The incident management system we use for collecting and collating data about accidents, incidents, hazards, near-misses, quality deficiencies, complaints and necessary improvements is relevant to the number of supports offered and the size of our organisation. The basis of our incident management system is a cycle of self-improvement that involves planning, checking, and acting to improve and standardise. This model is used at a whole of organisation level, to determine, measure, analyse and improve performance. During induction, staff are provided with a copy of the Reportable Incident, Accident and Emergency Policy and Procedure for their review. Staff orientation includes a complete run-through of the procedures required when an incident occurs. Staff awareness of the correct procedures to take when dealing with an incident is reviewed and acknowledged via a signed Staff Orientation Checklist. Staff compliance is monitored, and ongoing training is given to all staff to ensure incidents are managed effectively. Feedback from staff and participants is sought both, verbally and electronically, and incorporated into the revision of policy and procedure. Continuous improvement processes are apparent in this policy.
The key to the provision of high-quality services is suitably qualified, screened, and trained staff. Our Human Resource Management Policy and Procedure guides practice, so staff meet NDIS and organisational requirements. The quality of participant supports is contingent on the experience of the staff working with them. We tailor staff training to support the unique needs and goals of participants, so workshop design is relevant to community and participant requirements. Processes reflect Equal Employment Opportunity, anti-discrimination and affirmative action policies in all staffing matters, including job advertising. Applicants must provide a current resume detailing experience, qualifications and references. Successful applicants undergo pre-employment screening including qualification, experience, NDIS support screening, criminal history and WWC checks, information is stored in personnel files. New staff complete the compulsory NDIS Worker Orientation Module before rostering, so they understand human rights, respect, risk, and the roles and responsibilities of NDIS workers. New staff receive training in policies, NDIS rules and are given a handbook and sign a checklist on completion of orientation, confirming they understand all information provided. Staff are supervised and supported, and supervisors give performance feedback and skill training to meet job requirements. Supervisors work with a roster to ensure that supervision is managed. Training plans ensure the completion of mandatory training and delineate required training. Together, staff and managers create performance plans to monitor work performance and goals and to allow for performance appraisal follow-up. Annual performance appraisals against position descriptions assess performance and identify training and development needs. Staff are provided with supervision reports and may request reviews at any time. Staff reviews are conducted by management and documented in the employee’s file.
Participants and their advocates are involved in preparing their support plan, including their required supports. Participants can dictate their specific needs and preferences and choose their appropriate supports. Participant’s preferences are documented and provided to the staff working with them. We review and update participant preferences regularly to reflect current preferences as conditions change over time. Staff complete support documentation provided in the participant’s file to inform management and other staff working with the participant. Any incidents are documented and verbally addressed with management. Allocated staff can access the participant’s support plans through our customer management system. To ensure participant continuity of care, and avoid interruptions, we record all participant bookings digitally. Staff unable to work must contact their supervisor immediately. The supervisor then contacts other qualified staff to find a replacement. If possible, replacement staff will have worked with the participant previously. Work is only offered to participant-approved staff. Replacement staff are made aware of the participant’s needs and other responsibilities. Participants are advised as soon as possible of replacement staff, and their feedback on that staff member gathered after service provision. Alternative arrangements are explained to the participant, and the participant’s agreement is sought to ensure they are entirely aware of any changes. Our Risk Management Policy and Procedure clearly defines who is responsible for an emergency and sets clear roles and responsibilities for action. This policy is reviewed annually to ensure disaster emergency procedures are as efficient as possible.
The continuing support of our participants is essential for their safety, health and wellbeing. A plan is created to manage each participant’s supports before, during and after an emergency and disaster.
Planning measures include preparation, response to the emergency or disaster, making support changes, adapting and rapidly responding to changes to supports and other interruptions.
Communication is pivotal in these situations. Our strategies for sharing plans and distributing information to staff, participants and their support networks allow relevant staff to communicate the plans and changes occurring during an emergency or disaster. Our management develops emergency and disaster management plans in consulting with participants and their support networks to implement plans. These plans explain and guide how our organisation will respond and oversee an emergency or disaster. Our delegated staff member tests and adjusts plans to meet the current emergency or disaster context. We will review plans at least annually and will actively consult workers, participants and support networks to determine the best strategies and make relevant changes to support the participant’s safety, health and wellbeing.
Each staff member is trained in plan implementation and the relevant strategies to use in each situation
The Access to Supports Policy and Procedure guides staff responses and requirements and follows the general principles for disability supports (NDIS Act) for participants to access our services. A Participant Handbook with details of support requirements, withdrawal reasons and information related to our services is provided. All information is discussed and explained to the participant at their intake interview. Our services are customised to meet the participant’s personal needs, i.e. health, privacy, dignity, and quality of life. We actively listen, examine and respond to participant’s preferences and wishes, focusing on their needs and the types of service delivery they require. Our team is devoted to meeting the unique demands of every participant through the delivery of their designated services. We create a safe and comfortable environment for participants who wish to have an advocate assist them. Our assessment team carefully examines each participant’s needs, and a blueprint of our services that matches their needs is prepared. We match and upskill staff according to their skills, qualifications and approaches and align them with the needs of the individual participant. During the assessment process, staff will prepare a quote including prices, hours, and total cost as per the participant’s NDIS plan. The Schedule of Supports in our Service Agreement lists services, hours and prices, so the participant is fully aware of costs. Personalised quotes linked to the participant’s combination of services are available. All participant support plans are monitored and reviewed fortnightly to ascertain if needs are met to allow for consultation and adjustment, as required. No participant is ever denied or withdrawn from service solely due to dignity of risk choice, but they are informed when services may be withdrawn. Participants can access our website on which detailed information on all our supports and services can be found.
The Support Planning Policy and Procedure guides our team to ensure that person-centred practices and support plans meet individual needs, goals, preferences, strengths, and aspirations. A participant’s consent is gained at the initial assessment of the development of their support plan. The participant is informed of who is involved in the assessment and development of their support plan. A strength-based approach is used when compiling the plan, ensuring it draws on the participant’s strengths and assets. A participant’s resources, abilities, skills, knowledge, and potential are accounted for, including their social network and its resources, abilities, and skills. Support planning is a collaborative approach to gather information from advocates, doctors, councillors, family members and government agencies, which leads to participant-directed long- and short-term goals. A signed consent form details which parties are to be informed of the support plan. Consent forms are held on file (digital/hard copy). An Individual Risk Profile and Safe Environment Checklist identifies participant risk, allowing for consultation on consequences of risk, so an informed-choice plan can be formatted. Annual reviews are conducted with a participant to discuss the risk management strategies, desired outcomes and goals, functionality and their wishes to determine status and effectiveness. All participants’ support plans are reviewed in collaboration with the participant. If needs or circumstances change unexpectedly, then a support plan review is arranged, so the participant can express how the changes affect the plan. Modifications are made to plans to reflect any goal changes or gaps in desired outcomes. The progress of participants meeting their goals and outcomes is reviewed.
Our service agreements must be accurate and informed, so staff always follow our Service Agreement Policy and Procedure. On intake, staff involve participants and discuss our available range of services and supports that match the participant’s NDIS plan, explain price and collaboratively create a Service Agreement. Part of the intake assessment is to establish the participant’s expectations and explain the supports and the related conditions attached to the support provision. Communication with the participant is adjusted to ensure the participant can fully understand their service agreement and the conditions surrounding each service provided. Interpreters, advocates, and apps are used to assist understanding if needed. Information on the offered supports is also detailed on our website. A Service Agreement is prepared, and two copies are printed after the meeting (one for the participant and one for attaching to their file). The participant is provided with a copy of the Service Agreement and a Participant Handbook, which include easy-read explanations of service agreement and conditions. Participants are given time to review, read over and sign the documents. If the participant declines to sign or keep a copy of the Service Agreement, the reasons for not signing or keeping a copy are recorded and kept in the participant’s file.
Our organisation does not undertake the provision of supported independent living (SIL).
Working with SIL Providers: A Memorandum of Understanding is undertaken between an SDA provider and us with an SDA specific service agreement that contains how to address concerns, conflicts, and any relevant changes. Management advertises for vacancies and will match new residents with current residents to ensure needs, preferences and personal situations are considered. Behaviours of concern are monitored to ensure the safety of residents and linked to behaviour support plan management.
Staff are required to follow our Responsive Support Provision Policy and Procedure, which requires staff to use contemporary practice with the participant at the centre of support provision. Our care priorities include:
We use contemporary evidence-informed practices in our decision-making process that incorporates research evidence, practitioner wisdom and experience, and family experience and insights. Participants control their needs and preferences to determine supports using the least intrusive practices. The participant signs a Participant Information Consent Form to allow our organisation to collaborate with other service providers and government agencies and share their personal information to develop links to assist the participant. The support plan documents the participant’s support staff preferences, allowing the team to locate and train staff that meet these requirements. Staff are made aware of participants’ needs and preferences and adhere to any reasonable requests made by the participant regarding support. Our organisation provides staff with appropriate training and support to allow them to work with participants who require monitoring and/or daily support. The training and support are centred around the participant’s needs and preferences.
Our Transition or Exit Policy and Procedure allows staff to understand and complete the required procedures. The policy and procedures are reviewed annually, or as required. We ensure each participant, who is transitioning into or out of our service, receives transition planning services that reflect the participant’s choices (where possible). Transition is planned with an interagency approach allowing for the continuation of existing skills, by maintaining levels of independence and community participation in other support services, whilst in the process of transitioning. All decisions made during the transition planning stage are recorded in the Transition or Exit Plan. A risk assessment is conducted when arranging transition, and one is included in every Transition or Exit Plan. This is done to ensure all potential risks are identified, documented, and responses are in place to deal with each identified risk. Staff have read our Transition or Exit Policy and Procedure and are aware of possible difficulties and how to manage them when a transition occurs. We ensure all documentation (plus copies of the participant’s file) are transferred with the participant to a new service. Staff outline the transition processes to participants verbally and clearly detail what a participant should expect when transitioning.
All participants have the right to a safe service environment. Our Safe Environment Policy and Procedure informs our staff practice. Safe environments are part of our ethos and incorporated into inducting staff. Participants are notified of and agree to, allocated support staff. At all times, our staff wear identification or a uniform to assist a participant in recognising their support workers. A Safe Environment Checklist and risk assessments guide actions that are undertaken during the provision of services in all environments, e.g. home. Management arranges for the environment to be assessed prior to service commencement, to allow the development of proactive strategies to ensure the safety of staff and participants during service delivery. The individual risk assessment process includes identification, assessment, and control. The Safe Environment Checklist enables identification of potential hazards and control procedures to reduce the risk of workplace injury and illness in the workplaces. The Safe Environment Checklist is used at least annually in each workplace visited by our staff. Staff are expected to report and document all participant and staff injuries in the workplace and report any hazards in the workplace that may result in an injury. We encourage our employees to discuss and resolve work-related issues to allow for proactive management of identified hazards or risks. Staff and participants are listened to, and conflicts are resolved amicably.
Our Participant Money and Property Policy and Procedure is designed to guide staff practices related to the financial management of participant finances and property. Processes that ensure the participants’ finances are self-managed, protected and accounted for are in place. Our policy is reviewed annually. Participants are in full control of their finances and property. Our staff are not able to access any of our participant’s finances. The level of financial support (if any) given to a participant when on outings is determined by the participant and their advocates at intake. The participant is required to give consent for this information to be included in their support plan. Each participant has the right to own and use personal possessions, and all care is taken to protect those possessions when on outings. However, no responsibility is taken if these items are lost, stolen or damaged. Each participant shall have a documented inventory of valuable or personally significant items they take with them on outings. Participants are made aware of our Staff Code of Conduct, in relation to participant money, gifts, and financial agreements. No financial advice is given to participants by any of our staff, managers, or volunteers. If a participant requires financial advice, a referral is made to a qualified financial adviser by management to ensure the participant is given the correct information.
At initial assessment, all participants’ mealtime management needs are assessed by a qualified health practitioner who undertakes comprehensive assessments of nutrition, swallowing, seating, and positioning for eating and drinking and create a plan that includes strategies to assist them in swallowing, eating and drinking. Reviews occur if needs change or difficulty is observed and at least annually.
Our consultative approach includes the participant in the assessment and development of their mealtime management plan. Menus are developed with the participant, so nutritious meals include their preferences, informed choices and recommendations from the health professional. Risks are identified and managed.
Staff are trained in preparing and providing safe meals, managing the participant’s needs, and in the steps required if an incident occurs during meals (coughing or choking). Staff must make the meal enjoyable whilst managing emerging and chronic health risks related to mealtimes.
All textured meals and fluids must be checked to ensure the correct thickness as per their plan. All food is stored according to health standards and labelled to define the particular participant to prevent incorrect meal distribution.
The Management of Medication Policy and Procedure informs practice and ensures our organisation meets legislative requirements. A record of each medication and its dosage is held in the participant’s records. The administration process includes checking for the correct name, the correct dosage, timeframe, method of delivery and the medication expiry date. Participants are encouraged to be active in identification, to express concerns regarding their safety, and to ask questions about the correctness of their care. Staff assisting participants to manage their medication are trained in medication procedures, hold relevant qualifications, comply with legislative requirements, and take due care and diligence. An appropriate trainer undertakes training of staff to ensure that they are aware of all requirements before administering medication, including a review of participant’s health, identification of participant, information pertaining to effects and side effects of the prescribed medication. Staff must check the identity of participants and match the participant with the correct medication; every time the medication is dispensed. Staff must use at least two identifiers (e.g. name and date of birth), prior to the administration of medication. Staff are aware of and use non-verbal approaches for identifying non-verbal or deaf patients. Staff follow appropriate procedures in the event of an incident, overdose, or anaphylaxis reaction. Medications managed by our organisation are held in a secure location and labelled in Webster Packs (or similar) for easy identification. Medications are only administered from pharmacy identified bottles and packages. Staff keep medication storage secure and restrict access to unauthorised individuals. The staff know the location of the medication storage and have access to this when required. We liaise with the dispensing pharmacy to obtain new Webster-Packs (or similar) for participants, when necessary.
The Management of Waste Policy and Procedure is implemented to ensure the correct management of all waste generated by our organisation. Our policy meets all the guidelines covered by the Environmental Protection Authority (EPA) and the National Health and Medical Research Council (NHMRC). Our environment uses signage to warn staff, participants and visitors of chemical storage, hazardous material, and infectious substances. Waste is clearly marked with recycling, medical, sharps and general. SDS sheets are available. Waste is removed from clinical areas at least three times each day, and more frequently as needed. Waste bags are tied before removing from the area. All waste is to be stored in a secure area until collected by waste disposal companies licensed with the EPA. Clinical waste is disposed of in yellow biohazard bags (marked with biohazard symbol) as soon as possible. Protective and preventive equipment is available, including gloves, aprons, masks, caps, and shoe covers. Risk identification is undertaken by gathering information about hazards likely to cause injury or ill health by using the Safe Environment Checklist. This is used annually in each workplace operated by us. Staff complete an inspection checklist which is returned to the supervisor for action to be noted and undertaken. For all processes involving the use of hazardous substances, a risk assessment is performed and recorded. The manager is responsible for keeping the hazardous and infectious waste register and relevant MSDS’s up-to-date and completing regular risk assessments. All staff are responsible for participating in the development of appropriate risk control measures for hazardous substances and dangerous goods and reporting any incidents. Staff are trained in the storage and disposal of waste, infectious and hazardous substances. Staff are also trained to handle body fluids, infectious materials, and hazards substances.
We aim to reduce and eliminate participant’s restrictive practices. Our organisation has several structures in place to meet this goal. Our policies, procedures and practices are developed with direct reference to the requirements of the NDIS, state legislation and the participant’s support plans. Our policies and procedures inform our legal compliance, including our reporting requirements to the NDIS Commission and restrictive practice authorisation as per state legislation. Designated staff are trained in input entry and reporting timeframes, as required by all legislative frameworks.
Our staff collaborate with Specialist Behaviour Support Providers (SBSP) to use evidence-based practices, where our team gathers evidence to inform the decision-making process. The Positive Behaviour Support Capability Framework is employed as a part of our training and self-assessment regime. The SBSP trains our staff in the evidence-based approach and how to work with each participant. This collaborative approach links directly with our philosophy of reducing and eliminating restrictive practices.
Our quality requirements incorporate staff training in the NDIS (Restrictive Practices and Behaviour Support) Rules 2018, state authorisation and reporting requirements. Designated staff are trained in how to manage the state authorisation requirements and documentation. These staff members must access the state’s authorisation process and the NDIS Commission C-Bas Portal to enter monthly data requirements, even if there is none to report.
Furthermore, staff must record all evidence of submission and authorisation in the participant’s record and inform the SBSP. Management reviews the authorisation process to ensure that all aspects meet legislative requirements and then instigates training in this process to relevant staff.
Information provided to the SBSP is used as part of an evidence-based approach to reduce and eliminate risk. Our organisation views communication and collaboration as an essential element of our support services. The communication between SBSP and our team allows for sharing strategies and ensures the best strategy is implemented. Management, the SPSP and stakeholders work together to train relevant staff in the skills and supports required for the individual and understand all risks associated with restrictive practices.
Our consultative and collaborative approach with SBSP is key to all aspects of the reduction and elimination of restrictive practices and the implementation of the Behaviour Support Plan (BSP). Staff working directly with participants gather information for the functional behavioural assessment and other assessments to implement an evidence-based approach. These collaborative actions assist in developing a BSP and allow for the clear identification of each parties’ key responsibilities.
Management reviews of the skills and knowledge of our staff determine the best match for the participant. Our management works directly with staff to assist, guide and provide support in informing the development of the BSP. Our management work with the SBSP and our staff to determine the training required to enhance staff workers skills relating to positive behaviour supports and restrictive practices.
Our organisation has a suite of behaviour support plan policies that are reviewed as part of our internal audit practices. Our implementing practices incorporate a positive approach to supports that are based on evidence-informed practice. Work is actively undertaken with the SBSP to teach our staff how to implement each of the BSP strategies consistently. Our management team undertake annual staff performance management, including worker supervision and monitoring during the BSP implementation. Our performance management process allows us to develop staff training plans to ensure staff have the knowledge and skills to implement the behaviour support skills descriptor.
Our management works directly with the SBSP to determine the best time to train workers in the use and monitoring of the BSP. Our staff worker training includes positive behaviour support and the use of restrictive practices as part of their work practices.
Our organisation has a designated worker who undertakes the monthly reporting to the NDIS Commission C-Bas portal, including when there are no restrictive practices to report and record. All data is recorded and monitored by the appropriate staff member. Management monitors the use of restrictive practices to identify any actions that could be undertaken to improve outcomes. With the participant’s consent, their data is discussed with the SBSP as part of our evidence-informed procedures.
After reviewing the data, management provides feedback to workers and, with the participant’s consent, their support network. Data is analysed to inform the reduction and elimination of restrictive practices.
Evidence and data are gathered from various sources to monitor the implementation of the Behaviour Support Plan (BSP). The data gathering process may include seeking feedback from participants, workers, families, team members, behaviour management logs (if relevant), SBSP requirements and forms. It is only through gathering information from various sources that the BSP can be reviewed and adjusted appropriately to suit the participant’s needs.
Evidence ensures workers are in the best position to identify circumstances where the participant’s needs, situation or progress are either being met or require adjustment. Workers collecting data assist by informing the SBSP of behaviour changes that may lead to more frequent reviews of the participant’s plan. All data collected provides evidence to allow for the reduction or elimination of restrictive practices. As an implementing provider, our organisation makes contributions and observations used to inform the BSP strategy review.
All staff are trained in NDIS (Restrictive Practices and Behaviour Support) Rules 2018 at induction and continuingly as part of our annual performance management reviews. Restrictive practice requirements require incident management and reporting practices (authorisation and NDIS portal reporting). Before using any restrictive practice, our organisation will seek authority from the state body (record application and authorisation outcome).
There are several requirements after an incident, including:
If unauthorised use of a restrictive practice occurs, then staff undertake debriefing that includes:
A participant who needs immediate BSP will receive an Interim Support Plan. Our team takes an evidence-based approach to contribute to an Interim Support Plan with the SBSP. As part of this approach, our team may work with other parties such as police or emergency services, mental health and emergency departments, treating medical practitioners and other allied health clinicians. However, it is the role of SBSP to develop the plan.
Our team works with the SBSP to develop the Interim Support Plan by consulting and providing relevant evidence as required in the situation. Our staff are trained in the Interim Behaviour Support Plan, including identified strategies and triggers. Our management works with the SBSP to determine when training and facilitation will occur.
We are a group of health professionals with 14 years of nursing experience in both acute care, aged care and disability services
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