How To Help A Senior Person

Transcription

1 Elder abuse resource directory A Queensland guide to services, assistance and information Systems advocacy Office of the Public Advocate

2 ELDER ABUSE RESOURCE DIRECTORY. A QUEENSLAND GUIDE TO SERVICES, ASSISTANCE AND INFORMATION 3rd Edition 2012 Published by the Office of the Public Advocate GPO Box 149 Brisbane Qld 4001 Telephone: public.advocate@justice.qld.gov.au : Disclaimer Any views or opinions expressed in this document do not necessarily reflect the views of the Department of Justice and Attorney General or the Queensland Government. Every effort has been made to ensure this service directory is accurate, reliable and up to date at the time of publishing. The Office of the Public Advocate will not accept any responsibility for loss caused by reliance on this information and makes no representation or warranty regarding the quality or appropriateness of the listed services Office of the Public Advocate (Qld) This work is copyright, however material from this publication may be copied and published without permission of the Office of the Public Advocate on the condition that the meaning of the material is not altered. Page 2

3 Table of contents Introduction... 4 Alphabetical list of services... 6 Government bodies able to respond to elder abuse... 7 Urgent support services for seniors in need Advocacy for seniors Promoting a strategic response to elder abuse Other avenues Feedback More information Page 3

4 Introduction The Office of the Public Advocate seeks to protect the rights, autonomy and participation of people with impaired decision making capacity in our community. Our vision is to realise a just and inclusive society for all citizens. Older people who are vulnerable to abuse represent a priority for us as we work to promote and protect older people s rights, interests and well being. Elder abuse is a significant issue faced by older people living in communities throughout Queensland. We are committed to valuing and empowering seniors and advocating for policy and program reforms that reduce the risk of elder abuse in our communities. Social inclusion is a key factor in minimising the risk of elder abuse, and a network of broad social services to optimise successful family and carer support arrangements is vital. This service directory provides a list of contacts for individuals who may be experiencing or at risk of abuse, neglect or exploitation personally. It also provides assistance to carers of seniors. This directory may also assist organisations which are involved in promoting community awareness and knowledge more broadly. Support is available throughout the community, and we trust this directory will provide a valuable reference point for targeted assistance. Policy context In May 2010 the Queensland Government announced the release of Positively Ageless: Queensland Seniors Strategy , a strategy identifying priority areas and key initiatives to benefit older Queenslanders, particularly those who are vulnerable, disadvantaged or socially isolated. This work is led by the Office for Seniors within the Department of Communities, Child Safety and Disability Services and the Office of the Public Advocate is committed to contributing to the strategy. In June 2010, the Office of the Public Advocate published a joint paper with the Queensland Law Society Elder Abuse: How well does the law in Queensland cope?, exploring and promoting discussion about improving legislative responses to elder abuse in Queensland. This service directory represents a companion document compiling available services throughout the community for information and assistance in relation to elder abuse. There are a range of agencies throughout Queensland providing support to seniors who may be experiencing elder abuse services funded by the Commonwealth Government, services both provided directly and funded by the Queensland Government, and non government community services. Page 4

5 Definition of elder abuse At an international and national level, the definitions of elder abuse are consistent and aligned: World Health Organisation 1 A single, or repeated act, or lack of appropriate action, occurring within any relationship where there is an expectation of trust which causes harm or distress to an older person. Elder abuse can also take various forms such as physical, psychological or emotional, sexual, financial or material abuse. It can also be the result of intentional or unintentional neglect. Australian Network for the Prevention of Elder Abuse 2 Any act occurring within a relationship where there is an implication of trust, which results in harm to an older person. Abuse can be physical, sexual, financial, psychological, social and/or neglect. 1 This definition has been adopted by the World Health Organisation. The definition originated from the United Kingdom Action on Elder Abuse (1995). The definition is also adopted by the International Network for the Prevention of Elder Abuse (INPEA) which was established in INPEA is committed to the world wide prevention of the abuse of older people through information dissemination. 2 This is the working definition adopted by the Australian Network for the Prevention of Elder Abuse (ANPEA) which was established in ANPEA helps to promote elder abuse issues in Australia and also contributes to the work of INPEA. Page 5

6 Alphabetical list of services Australian Pensioners and Superannuants League, Queensland Centrelink Elder Abuse Prevention Unit National Disability Abuse and Neglect Hotline Office for Seniors Department of Communities, Child Safety and Disability Services Office of the Adult Guardian... 8 Office of the Public Advocate Older People Speak Out Queensland Aged and Disability Advocacy Incorporated Queensland Civil and Administrative Tribunal Queensland Police Service Seniors Legal and Support Service The Public Trustee of Queensland Page 6

7 Government bodies able to respond to elder abuse Statutory authorities The government agencies listed in this section are empowered under legislation to protect seniors who are subjected to neglect, abuse or exploitation. Each agency has different statutory functions and powers to enable it to intervene and deal with various facets of elder abuse. Some of the activities conducted by this group of agencies include: investigation prosecution or penalisation of offenders determination of a senior s decision making capacity appointment of appropriate substitute decision makers substituted decision making services. Page 7

8 Office of the Adult Guardian Location Level 3, Brisbane Magistrates Court 363 George Street Brisbane QLD 4000 Postal address PO Box George Street Brisbane QLD 4003 Phone E mail Service area (07) or (outside Brisbane) adult.guardian@justice.qld.gov.au Queensland Agency Overview The Office of the Adult Guardian (OAG) is established under the Guardianship and Administration Act 2000 to protect the rights and interests of adults with impaired capacity by: acting as a guardian 3 where no one else is available and appropriate acting as a statutory health attorney 4 consenting to forensic examinations (e.g. to obtain evidence that a criminal offence has been committed) visiting specified places where adults with impaired capacity live to safeguard their right and interests (Community Visitor Program) investigating alleged abuse, neglect or exploitation of adults with impaired capacity. The Guardianship and Administration Act 2000 defines impaired capacity for a matter as meaning the adult is not capable of all of the following: (i) understanding the nature and effect of decisions about the matter; (ii) freely and voluntarily making decisions about the matter; and (iii) communicating the decisions in some way. 3 A guardian is a substituted decision maker for personal or health matters appointed by the Queensland Civil and Administrative Tribunal. 4 A statutory health attorney is a person, usually and family member, with automatic authority to make health care decisions for an adult with impaired capacity. Page 8

9 Service Description If it is suspected a senior with impaired capacity is being neglected, abused or exploited, the OAG can investigate. The OAG may: suspend an attorney which will result in the Adult Guardian making any personal/health decisions and the Public Trustee of Queensland making any financial decisions during this period apply to the Queensland Civil and Administrative Tribunal (QCAT) for the appointment of a guardian or administrator connect the senior with agencies that may provide assistance in their daily life. The OAG on receiving the allegation will determine whether it is a matter which the Adult Guardian has authority to investigate. The investigator will seek evidence from a health practitioner which reasonably establishes the senior has impaired capacity. The investigator will determine how the investigation should proceed and how to ensure that the adult s rights and interests are protected, based on the information provided. For substantiated allegations, the OAG will apply to QCAT for a hearing to determine the adult s decision making capacity and, if necessary, whether the existing decision making arrangements are adequate. Page 9

10 The Public Trustee of Queensland Location Trustee House 444 Queen Street Brisbane QLD 4000 Postal address GPO Box 1449 Brisbane 4001 Phone (07) E mail Service area clientenq@pt.qld.gov.au Queensland Agency Overview The Public Trustee is a provider of financial substitute decision making and estate planning services in Queensland. Seniors unable to attend at a Public Trustee branch can request a home visit. Some of the services The Public Trustee of Queensland provides to seniors include: free will making service enduring power of attorney for a fee free document storage financial substitute decision making, whether appointed by an individual, the Queensland Civil and Administrative Tribunal (QCAT), or when the Adult Guardian has suspended an attorney presentations to groups regarding elder abuse and services provided by The Public Trustee. Service Description The Public Trustee does not have authority to intervene in cases where an adult with impaired capacity is being subjected to neglect, abuse or exploitation (these matters should be referred to the Adult Guardian). However, if it is suspected a senior has capacity and is being financially abused, The Public Trustee can provide the senior with estate planning advice and help to set up safeguards to protect their remaining assets. If a senior does not know anyone suitable to act as their financial attorney The Public Trustee can be nominated. The Public Trustee also holds presentations and workshops for community groups on topics such as estate planning, enduring powers of attorney, and elder abuse. Page 10

11 Queensland Civil and Administrative Tribunal Location Level 9, Bank of Queensland Centre 259 Queen Street Brisbane QLD 4000 Postal address GPO Box 1639 Brisbane 4001 Phone E mail Service area enquiries@qcat.qld.gov.au Queensland Agency Overview The Queensland Civil and Administrative Tribunal (QCAT) is empowered under the Guardianship and Administration Act 2000 to determine whether an adult has impaired decision making capacity and to appointing guardians and administrators if necessary. Impaired decision making capacity is the inability to follow through the process of reaching a decision and putting the decision into effect. For example, impaired decision making capacity may be due to dementia, intellectual disability, acquired brain injury, or a mental illness. There are three elements to making a decision including: understanding the nature and effect of the decision, freely and voluntarily making a decision, and communicating the decision in some way. If an adult is unable to carry out any part of this process for decision making, the adult is said to have impaired decision making capacity. Service Description If it is suspected a person has impaired capacity and decisions are being made on their behalf which may not be in their best interests, or they are being subjected to abuse, neglect or exploitation, the tribunal can hold a hearing to determine: the adult s decision making capacity and, if necessary, whether the existing decision making arrangements are adequate. Page 11

12 To begin the application process, a Form 10 Application for administration/guardianship appointment or review should be completed. This must be lodged with a completed Report by medical and related health professionals which can satisfy the tribunal that the adult has impaired capacity for all or some matters. In situations where there is a risk of serious impact, an urgent application can be made by lodging a Form 41 Application for interim order or injunction to request: an interim order until the matter can be properly heard, or an urgent hearing, which may involve putting aside complying with any formal processes if necessary. All forms are downloadable from the QCAT website. Page 12

13 Queensland Police Service Location Phone Service area locator/station_locator.asp (general) or 000 (emergency) Queensland Agency Overview The Queensland Police Service (QPS) is Queensland s primary law enforcement agency and is generally responsible for the protection of the community and the prevention of crime. It also leads the whole of government approach to crime prevention against seniors. The QPS Community Safety and Crime Prevention Branch support this approach by: Establishing the Seniors Task Force, a group formed to address crime issues related to people aged 65 years and older in Queensland. The Seniors Task Force produced the Confident, Safe and Secure Handbook for seniors which provides contact details of services and information for seniors on crime prevention. Providing information to all QPS employees through a training DVD, Opening the Door for Seniors, which offers information on how to effectively communicate with seniors, especially when they are a victim of crime. Service Description If it is suspected or a crime has been witnessed against a senior the assistance of the QPS should be sought. The QPS may ask the witness and the senior involved to make a formal statement and to give evidence in Court. If the police consider there is sufficient evidence the alleged offender will be charged and bail conditions may be arranged to prevent the alleged offender from making further contact. In some circumstances, police may also apply for a Domestic Violence Order on behalf of the senior. The addresses of persons who make a formal written statement to police will remain confidential and will not be provided to the alleged offender. Page 13

14 Urgent support services for seniors in need Support services The support services listed in this section can provide initial support and guidance for situations where a senior is subjected to neglect, abuse or exploitation. Services provided include: financial support emergency respite care telephone helplines legal advice and services assistance to develop safety and response plans. Most of these services are operated by non government organisations with state or federal government funding to assist seniors through a crisis period. Page 14

15 Elder Abuse Prevention Unit Postal address PO Box 108 Fortitude Valley Qld 4006 Phone E mail Service area (Helpline operating 9am to 5pm Monday to Friday) (07) (for interstate and mobile enquiries) eapu@uccommunity.org.au Queensland Agency Overview The Elder Abuse Prevention Unit (EAPU) is a Queensland Government funded program to provide a frontline response to elder abuse in Queensland. It operates a first response telephone Helpline, a Peer Support Network for regional support workers, and provides training, education and resources on elder abuse. It can assist services that engage with seniors to develop elder abuse response protocols, and contributes to legislation and government policy. The EAPU has developed a DVD for indigenous Queenslanders on elder abuse. Not Our Way: Stories of Elder Abuse, contains four scenarios demonstrating common forms of elder abuse experienced by Indigenous seniors and how these have an impact on them. The scenario Respect the Culture and you ll be Right is a unique story as it introduces the issue of cultural abuse of Indigenous seniors. The EAPU also focuses on multi cultural engagement through the Prevention of Elder Abuse in Culturally and Linguistically Diverse (CALD) Communities taskforce (PEACC). PEACC runs annual forums to raise the profile of elder abuse issues in CALD communities and how different challenges and issues arise when planning and providing a response to this group of seniors needs. Page 15

16 Service Description Assistance: The EAPU can help explore the options available and develop a plan to address situations where a senior has been neglected, abused or exploited. Where appropriate, the EAPU will refer matters to government agencies and/or localised support services to meet a senior s needs and provide advice for achieving an optimal response. The Helpline can also provide information on options available to a senior to prevent further abuse and for assistance with their recovery. Training: Qualified trainers provide free sessions for community based workers and educational institutions. Training covers areas such as identifying and responding safely, legislation, duty of care and cross cultural issues. Community Education: Awareness raising sessions that include prevention strategies are provided for community groups. Peer Support Network: A network for rural and remote workers providing opportunities to participate in free professional development, including teleconferences, information updates and newsletters. Page 16

17 Seniors Legal and Support Service Location Postal address 1 Manning Street South Brisbane QLD 4101 Level 1 Main Street Arcade 85 Lake Street Cairns QLD /16 Torquay Road Hervey Bay QLD Manning Street South Brisbane QLD 4101 PO Box 7129 Cairns 4870 PO Box 1226 Hervey Bay QLD Hume Street Toowoomba QLD South Street Ipswich QLD /181 Sturt Street Townsville QLD 4810 PO Box 594 Toowoomba QLD 4350 PO Box 38 Ipswich QLD 4305 PO Box 807 Townsville QLD 4810 Phone E mail Service area (07) South Brisbane (07) Cairns (07) Hervey Bay (07) Toowoomba (07) Ipswich (Outreach service Mon Wed) (07) Townsville reception@caxton.org.au South Brisbane adminslass@cclc.org.au Cairns admin.slass@bigpond.com Hervey Bay reception@tascinc.org.au Ipswich and Toowoomba tcls@tcls.org.au Townsville and support service Brisbane, Cairns, Mareeba, Atherton, Innisfail, Yarrabah, Hervey Bay and surrounding Fraser Coast area, Ipswich, Toowoomba and Townsville Page 17

18 Agency Overview Four community legal centres and one neighbourhood centre across Queensland are funded by the Queensland Government to provide the Seniors Legal and Support Service (SLASS) in regional areas. The centres provide free legal and support services for seniors concerned about abuse, neglect or exploitation. Solicitors and social workers work together to deliver solutions to address both the legal and social aspects of elder abuse. Many of the matters referred to SLASS include issues about enduring powers of attorney, capacity and the intermingling of finances by family members. SLASS teams are able to provide assistance and support for most cases of elder abuse which occur within their service area. Service Description If it is suspected a senior is being subjected to abuse, neglect or exploitation, SLASS may be able to help explore the person s legal and non legal options. The consultation can occur via centre based appointments, telephone support, a visit to house bound clients or, in some SLASS centres, via an outreach service to more remote areas. The SLASS team will talk with the senior about their problems, their individual circumstances, and their legal and non legal options. SLASS solicitors can provide advice regarding avenues available to seniors under the Domestic and Family Violence Protection Act 1989, the Guardianship and Administration Act 2000 and the Powers of Attorney Act 1998 to reduce the risk of further harm. SLASS can assist with obtaining Domestic Violence Orders, draft enduring powers of attorney, apply for Administration Orders, negotiate fair retirement village contract terms and conditions, and provide advice on the recovery of property or money. In limited circumstances, SLASS solicitors can represent seniors before courts or tribunals. SLASS social workers can also assist seniors by providing counselling and working with them to develop safety plans which minimise the risk of further abuse. In cases where the senior is no longer safe living in their home, they can assist the senior to relocate to new accommodation and access a range of support services. SLASS services are not provided across all of Queensland as each office operates independently, with some providing services to outlying areas. To find out if assistance is available in your area, contact the nearest SLASS and ask whether the location and circumstances meet the eligibility criteria. SLASS can also provide community education sessions to groups of individuals and service providers, covering topics of domestic violence and other issues relevant to elder abuse. Page 18

19 Centrelink Location For nearest Centrelink Office see: centrelink.findnearest.com.au/findnearest.asp?groupid=931 Postal address PO Box 7800 Canberra BC ACT 2610 Phone Service area Australia Agency Overview Centrelink is responsible for delivering human services assistance on behalf of federal government agencies. This generally involves the payment of financial assistance. Service Description A senior experiencing severe financial hardship as a result of elder abuse may qualify for a crisis payment. This is a special one off payment that may be paid in addition to a person s regular payment from Centrelink. It is the equivalent of one week of the senior s Centrelink payment, less any allowances for rent, pharmaceuticals, etc. A crisis payment can be paid if the senior: has been forced to leave their home and they establish, or intend to establish, a new home because of an extreme circumstance such as domestic violence; or remains in their own home after experiencing domestic violence and the family member responsible has left or been removed from the home. To be eligible for a payment the senior must be in severe financial hardship and must make a claim within seven days of the event which caused the need for a crisis payment. The person must also be receiving, or be eligible to receive, a social security benefit or pension like the Disability Support Pension or Age Pension. To apply, complete the Claim for Crisis Payment: extreme circumstance and domestic violence form available on the Centrelink website at or request the form by calling The application must be accompanied by a police report or other evidence verifying the extreme situation associated with the crisis. Page 19

20 National Disability Abuse and Neglect Hotline Postal address Locked Bag 2705 Strawberry Hills NSW 2012 Phone E mail Service area (Hotline operating 8am to 8pm daily) enquiries@disabilityhotline.org disabilityhotline@pwd.org.au Australia Agency Overview The National Disability Abuse and Neglect Hotline is a telephone hotline for reporting abuse and neglect of people with a disability, occurring within a government funded service. These include organisations providing employment services (whether recruitment agencies or supported employment), accommodation, community services, respite care and community support. Service Description The Hotline will assist in finding an appropriate way of dealing with concerns about suspected abuse or neglect. Depending on the circumstances, the Hotline may refer a claim to a funding government body for investigation, or to an agency which has the capability to address the issue. The Hotline may also suggest other organisations or services be contacted directly to provide support or help. In making a report to the Hotline, as much information as possible should be provided to enable a quick and thorough investigation, including: your name and contact details information about the government funded service in which the suspected abuse or neglect occurred the name of the person/s suspected to be responsible for the abuse or neglect the name, age and address of the person suspected of being abused or neglected permission to pass the information to organisations empowered to investigate. While personal details are encouraged to be provided as it will assist in the investigation of the matter, the Hotline will accept anonymous reports. Personal information provided will not be disclosed to others without the person s authority or a lawful reason. Page 20

21 Advocacy for seniors Information, advice and advocacy services Information and advocacy are often provided by organisations with a strong focus on advancing the rights and interests of seniors. This section lists those organisations which provide information and/or advocacy services that promote the safety and rights of seniors who may be at risk of elder abuse. Information services provide resources about elder abuse to: inform seniors of their rights warn service providers of the indicators of elder abuse provide public speakers to improve community understanding and perceptions of elder abuse provide training materials in an accessible media format (ie, staff training DVDs). Advocacy services assist a senior to exercise their rights and choices by having a say about what happens to them. They can assist a senior by: overcoming day to day problems, such as finding accommodation resolving conflicts with service providers supporting and representing the senior at formal hearings, such as the Queensland Civil and Administrative Tribunal. Advocacy services may also conduct systems advocacy which advances the rights and interests of all seniors, by campaigning for better outcomes through further development of legislation and policy. Some of these groups receive government funding to perform individual and/or systems advocacy on behalf of their client base. Page 21

22 Australian Pensioners and Superannuants League, Queensland Location 174 Boundary Street West End QLD 4101 Postal address PO Box 5141 West End QLD 4101 Phone (07) E mail Service area apsl@apsl.com.au Queensland Agency Overview The Australian Pensioners and Superannuants League (APSL) is a voluntary organisation providing support, referral, information, advocacy and lobbying for and on behalf of pensioners, including: Indigenous persons; culturally and linguistically diverse (CALD) persons; and disadvantaged persons. It is supported by paid memberships, and also receives State Government funding to operate throughout Queensland. Service Description The APSL can conduct elder abuse information seminars to discuss issues such as elder abuse awareness, rights, available services and prevention strategies. These may be conducted for a diverse range of seniors groups, including presentations for Indigenous seniors and for seniors from a CALD background. The APSL also produces a free information booklet, Abuse of Older People, which can be obtained on request. The booklet sets out the legal rights of seniors, which agencies seniors can turn to for help, and how to contact them. It also discusses preventative measures, including the benefits to seniors in having an enduring power of attorney in place. The APSL is also available to advocate to all levels of government on elder abuse issues and campaign for further development of legislation and policy in the interests of pensioners and self funded retirees. Page 22

23 Older People Speak Out Location PO Box 1037 Mt Gravatt QLD 4122 Phone (07) E mail Service area opso@zipworld.com.au Queensland Agency Overview Older People Speak Out (OPSO) is an independent non government organisation which encourages positive community perceptions of seniors. It works closely with other non government organisations to advocate to government on elder abuse and other issues which affect seniors lives. The organisation also holds discussions with seniors and other stakeholders to identify emerging issues and potential solutions to these. OPSO liaises with the media to encourage the portrayal of positive ageing. It operates the National Media Awards, which promotes journalism that portrays seniors positively as contributing members of our communities. OPSO also utilises its media strengths to prepare media campaigns and make videos for other organisations, as well as preparing media statements on public interest stories. Service Description For public speaking engagements on elder abuse, OPSO can assist by arranging for one of its members to be a conference or function speaker. OPSO can also provide a facilitator for speakout group discussions on elder abuse. These involve the participation of up to 40 people to engage with the facilitator and each other in a three step process: 1. discussing elder abuse, identifying what is wrong, and what needs to be changed 2. suggesting solutions to areas identified as needing change 3. discussing how the solutions can best be implemented. For organisations requiring assistance to develop a media campaign on elder abuse, OPSO can provide services to run a campaign that helps publicise the issue. OPSO can also assist organisations with producing training videos to improve the prevention and identification of elder abuse. Page 23

24 Queensland Aged and Disability Advocacy Incorporated Location 121 Copperfield Street Geebung QLD 4034 Phone (07) E mail Service area info@qada.org.au Brisbane, Hervey Bay, Gold Coast, Mackay, Rockhampton, Cairns and Townsville Agency Overview Queensland Aged and Disability Advocacy Incorporated (QADA) is a statewide advocacy service funded by the Australian and Queensland Governments to provide information, education, support and representation for eligible people. Its focus is to explain issues and options to clients, refer complaints of abuse, assist with matters relating to enduring powers of attorney, and to provide advocacy services at the Queensland Civil and Administrative Tribunal (QCAT). Service Description If you need to find an independent person to assist or represent a senior subjected to abuse, neglect or exploitation, QADA may be able to provide an advocate. QADA provides advocacy services to: recipients of Australian Government Aged Care services recipients of Home and Community Care (HACC) services recipients of Extended Aged Care at Home Dementia (EACHD) packages carers of these recipients. An advocate can confidentially discuss the senior s needs and concerns, support them to make informed decisions about their rights, options and the services available. The advocate will only act in the senor s interests and assist them to work through their problems. For seniors who are the subject of a QCAT hearing, QADA s legal advocacy service can help the person understand the tribunal s role and processes, help prepare evidence for the hearing, and advise them of their options. QADA can attend the hearing with the senior, support them to speak or to act as their representative at the hearing. Page 24

25 Promoting a strategic response to elder abuse Strategic focused agencies The prevention of elder abuse is a whole of government responsibility and equally requires community interest and support. The Office for Seniors within the Department of Communities, Child Safety and Disability Services leads and coordinates the whole of government response to protecting and promoting the rights, wellbeing and participation of elders in the community. The Office of the Public Advocate contributes to the whole of government response with a particular responsibility in relation to persons with impaired decision making capacity. Page 25

26 Office for Seniors - Department of Communities, Child Safety and Disability Services Location Level 14, 313 Adelaide Street Brisbane QLD 4000 Postal address GPO Box 806 Brisbane QLD 4001 Phone E mail Service area officeforseniors@communities.qld.gov.au Queensland Agency Overview The Department of Communities, Child Safety and Disability Services through the Office for Seniors has the lead role across the Queensland Government for ageing and seniors issues. It aims to ensure the needs, interests and concerns of seniors are listened and responded to. Service Description The Office for Seniors works in partnership with other government departments, seniors' organisations, service providers and academia, to develop programs that respond to the needs of seniors. These programs are designed to increase seniors' social participation, safety and security. Some of the programs include: Elder Abuse Prevention Unit Seniors Legal and Support Services Older Peoples' Action Program, which encourages healthy ageing, increasing seniors' social participation, and sense of safety and security 60 and Better Program, which increases seniors' awareness of healthy lifestyle options, decreases social isolation and improves linkages with community services Seniors Enquiry Line a statewide telephone service providing information on concessions, social activities, independent living, health, finance, retirement and support services for seniors. Page 26

27 Office of the Public Advocate Location Level 1, 50 Ann Street Brisbane QLD 4000 Postal address GPO Box 149 Brisbane QLD 4001 Phone E mail Service area public.advocate@justice.qld.gov.au Queensland Agency Overview The Office of the Public Advocate delivers statutory systems advocacy to promote improved life opportunities and outcomes on behalf of people with impaired decision making capacity. The Office of the Public Advocate works to make an impact at the strategic and structural level of government policy, programs and practices to ensure the rights and interests of people with impaired decision making capacity are understood, promoted and safeguarded. This encompasses all aspects of life, including personal, community, social, economic and civic participation. Under the Guardianship and Administration Act 2000, the Public Advocate has the following functions: promoting and protecting the rights of adults with impaired capacity for a matter promoting the protection of the adults from neglect, exploitation or abuse encouraging the development of programs to help the adults to reach the greatest practicable degree of autonomy promoting the provision of services and facilities for the adults monitoring and reviewing the delivery of services and facilities to the adults. Page 27

28 Service Description Older Queenslanders vulnerable to elder abuse are a priority focus for the Office of the Public Advocate. This work involves collecting evidence, undertaking analysis, and fostering collaboration with government policy makers and other stakeholders through: the creation and use of knowledge acquired through research and consultation contributing to and advocating for policy and service environments that foster rights promotion in a sustainable and transparent way encouraging the development of systems that are inclusive, accessible and equitable communicating about systems barriers. The Office of the Public Advocate does not have a direct role in individual advocacy, however, individual matters can inform the work by drawing attention to concerns and barriers within existing support systems which may be responsive to a systems advocacy approach. Page 28

29 Other support avenues The following contacts may be useful: Aged care The Aged Care Complaints Scheme receives complaints about aged care services (both residential and community care) that are subsidised by the Commonwealth Government. Phone index.htm Carer support and services Carers play an important role in our community and may require support and services in relation to counselling, respite, advocacy, information and advice. Carers Queensland is the peak body for carers in Queensland and provides advice, counselling, advocacy, education and training for carers. Phone Aged Care Australia provides information on a wide range of community, aged care and support services that are available locally. This includes carer support and respite services to help carers with options to take a break through short term and emergency respite. Coordination and advice can also be provided to access respite services or counselling and emotional support in a carer s local area. Phone Page 29

30 Complaints Most organisations have an internal complaints procedure and in the first instance parties should attempt to resolve the issue locally with the organisation. Discrimination Anti Discrimination Commission Queensland receives and deals with complaints of discrimination in Queensland. Phone TTY service Government actions The Queensland Ombudsman investigates complaints about the actions and decisions of Queensland public agencies that may be unlawful, unreasonable, unfair, improperly discriminatory or otherwise wrong. Phone Health concerns The Health Quality and Complaints Commission receives and deals with complaints about health service provision. Phone (07) (outside Brisbane) TTY service Legal concerns The Legal Services Commission receives and deals with complaints about lawyers who have acted improperly. Phone (07) (outside Brisbane) National Relay Service on Page 30

31 Legal support Legal Aid Queensland provides access to justice for disadvantaged Queenslanders by providing legal information, advice and representation. Phone TTY service Page 31

32 Feedback Your feedback is always welcomed and will be used to identify opportunities for improvement in our work. To ensure the directory remains current and accurate, please notify the Office of the Public Advocate of any updates to the published information. Reader survey An online reader survey on this publication is available at or a copy may be requested from our office. Responses to the survey are anonymous and will be presented in an aggregate form only. Your responses will not be disclosed to any other third party without your consent. The Office of the Public Advocate acknowledges that by completing the survey you are only agreeing to the transfer of data for research and analysis purposes. Page 32

33 More information Mail Office of the Public Advocate GPO Box 149 Brisbane 4001 Phone (07) Fax (07) Page 33