Service Delivery and Management Policy and Practice Manual

Transcription

1 Service Delivery and Management Policy and Practice Manual Note: Information and documentation in this document is sourced from Holdsworth, HACC National Service Standards and NSW Disability Standards. 1 P age

2 TABLE OF CONTENTS SECTION 1: INTRODUCTION INTRODUCTION EXECUTIVE SUMMARY DEFINITIONS THE PURPOSE OF THE MANUAL... 7 SECTION 2: SERVICE MANAGEMENT AND DELIVERY PURPOSE AND PHILOSOPHY CROSS REFERENCE TO HACC AND DSA STANDARDS HACC OBJECTIVE 1: ACCESS TO SERVICES... 8 HACC OBJECTIVE 3: EFFICIENT AND EFFECTIVE MANAGEMENT... 8 DSA STANDARD 1: SERVICES ACCESS... 8 DSA STANDARD 2: INDIVIDUAL NEEDS... 8 DSA STANDARD 3: DECISION MAKING AND CHOICE... 8 DSA STANDARD 4: PRIVACY, DIGNITY AND CONFIDENTIALITY... 8 DSA STANDARD 5: PARTICIPATION AND INTEGRATION... 8 DSA STANDARD 8: SERVICE MANAGEMENT STATEMENT OF PURPOSE SERVICE DELIVERY AND MANAGEMENT PHILOSOPHY SERVICE DELIVERY AND MANAGEMENT DESIRED OUTCOMES TARGET GROUP(S)... 9 SECTION 3: SPECIFIC ROLES AND RESPONSIBILITIES FOR SERVICE MANAGEMENT AND DELIVERY CROSS REFERENCE TO HACC AND DSA STANDARDS OVERVIEW: BOARD: SECTION 4: HOLDSWORTH STRUCTURE CROSS REFERENCE TO HACC AND DSA STANDARDS INTRODUCTION SECTION 5: PLANNING AND EVALUATION CROSS REFERENCE TO HACC AND DSA STANDARDS INTRODUCTION PARTICIPATION IN PLANNING THE PLANNING AND EVALUATION PROCESS Ongoing Monitoring Annual Presentation of Centre Reports and Data Client Feedback Feedback from Other Community Groups Holdsworth Planning Days Agenda IMPLEMENTATION ANNUAL REPORT SECTION 6: INSURANCE CROSS REFERENCE TO HACC AND DSA STANDARDS INSURANCE POLICY Students Staff and Volunteer Vehicles INSURANCE REGISTER WORKER S COMPENSATION VOLUNTEER INSURANCE SECTION 7: FINANCIAL MANAGEMENT CROSS REFERENCE TO HACC AND DSA STANDARDS ROLES OF THE BOARD, THE TREASURER, THE FINANCE COMMITTEE AND THE CEO SECTION 8: USE OF EQUIPMENT AND VEHICLES CROSS REFERENCE TO HACC AND DSA STANDARDS EQUIPMENT VEHICLES REGISTER OF MOTOR VEHICLES VEHICLE POLICY MOTOR VEHICLE ACCIDENT PROCEDURES COMMUNITY TRANSPORT OFFICE PROCEDURES CENTRE BUS HIRE ACCESS TO VEHICLES CONDITIONS OF HIRE P age

3 8.3.8 PASSENGER LOAD BUS USE BUS HIRE REQUIREMENTS DRIVERS USE OF SEATBELTS AND SAFETY EQUIPMENT DRIVER SAFETY MONITORING BREAKDOWN PROCEDURE ASSOCIATED FORMS SECTION 9: OCCUPATIONAL HEALTH SAFETY AND WELFARE CROSS REFERENCE TO HACC AND DSA STANDARDS HOLDSWORTH OHS&E MANUAL SECTION 10: STAFF MANAGEMENT SECTION 11: SERVICE DELIVERY CROSS REFERENCE TO DSA AND HACC STANDARDS INTRODUCTION PRINCIPLES FOR SERVICE DELIVERY Cross Reference to DSA and HACC Standards Holdsworth Overall Service Delivery Principles Specific Principle: Provide Options to Clients Specific Principle: Feedback PROMOTION OF HOLDSWORTH SERVICES Cross Reference to DSA and HACC Standards Community Information Brochures Holdsworth Newsletter Advertising Information Days INFORMATION PROVIDED TO CLIENTS Cross Reference to DSA and HACC Standards Holdsworth Client and Carer Handbook ACCESS TO SERVICES Cross Reference to DSA and HACC Standards Holdsworth Standards Entry Criteria for Programs COODINATION WITH OTHER SERVICES Cross Reference to DSA and HACC Standards Coordination with Other Agencies and Services CLIENT ASSESSMENT Cross Reference to DSA and HACC Standards Client Assessment Principles to be observed in Assessments / Reviews Coordination with other Services / Agencies during Assessment Client Intake and Assessment Refer to the Holdsworth OHS&E Manual for details on ensuring client and staff safety during the Assessment process Assessment of Clients with Special Needs Maintaining Records of Service Requests Decision Relating to Admissibility to a Holdsworth Service and Communication Complaints and Advocacy Pertaining to the Assessment Process CLIENT REVIEW Cross Reference to DSA and HACC Standards Reviews Complaints Coordination with Other Services CLIENT CONFIDENTIALITY Cross Reference to DSA and HACC Standards Client Confidentiality Records CLIENTS RIGHTS AND RESPONSIBILITIES Cross Reference to DSA and HACC Standards Clients Rights Clients Responsibilities CLIENT COMPLAINTS P age

4 Cross Reference to DSA and HACC Standards Guiding Principles Client Complaint Procedure HCC FEES Cross Reference to DSA and HACC Standards Guiding Principles Assessment of Capacity to Pay Fees Payment of Fees Centre Hire SAFETY PRECAUTIONS IN SERVICE DELIVERY PROTECTION OF HUMAN RIGHTS AND FREEDOM FROM ABUSE Cross Reference to DSA and HACC Standards Guiding Principles Definitions Specific Responses Confidentiality CLIENT EXIT PROCEDURES Cross Reference to DSA and HACC Standards Guiding Principles Client Initiated Exit Service Initiated Exit Exit Procedure P age

5 SECTION 1: INTRODUCTION 1.1 INTRODUCTION Holdsworth Community Centre ( Holdsworth ) provides a range of community support, information, referral and advocacy services and programs, which are responsive to the identified needs of residents living within Woollahra local Government area and surrounding suburbs, especially families with young children and those disadvantaged by age, income, disability or social isolation. Central to our success is having the highest standards of service delivery policies, procedures and practices. 1.2 EXECUTIVE SUMMARY Holdsworth has played a significant role in the community sector and is committed to service excellence and a consistent Client experience. The standards outlined in this Manual are based on Home and Community Care ( HACC ), NSW Disability, Industry best practices and Holdsworth policies and procedures. 1.3 DEFINITIONS Policies and Practice Manual A policy is a blue print or general guideline for action. Often, policy development in organisations is ad-hoc and not recorded - unwritten policies often lead to confusion and conflicts. This Policy and Practice Manual is a written record of the agreed policies and practices of Holdsworth. It is readily available to all people involved in Holdsworth. The Governance & Risk Committee (composed of Holdsworth Board members and Holdsworth staff) monitors the implementation of the Policy and Practice Manual. The Governance & Risk Committee and the CEO manage the institution of any changes or suggestions to improve our service delivery. The aim of maintaining a Policy and Practice Manual is to ensure a consistent and high quality service is provided to clients Clients Clients include consumers (as defined in the Holdsworth Mission and Vision) and Funding Bodies Standards Standards are principles of service delivery which, if followed, will ensure a consistent quality of service delivery. Standards provide a framework to onboard staff and volunteers, assist agencies and government to evaluate and review services, and benchmark best practices HACC National Service Standards HACC Program National Service Standards have been developed by the Commonwealth government in consultation with States and Territories to provide consistency in the quality and delivery of HACC services across Australia, and to provide a common reference point for agencies for internal quality control, monitoring and evaluation. The HACC National Service Standards are based on seven objectives. Each objective sets out a broad goal of the HACC Program in terms of service management and delivery to consumers. For each objective a number of consumer outcomes have been developed. These specify the outcomes for consumers if a service can achieve the objective. The consumer outcomes for each objective, is included in the booklet, Getting it Right: Guidelines for the Home and Community Care Program National Service Standards. 5 P age

6 Objective 1 - Access to Services Ensure each consumer s access to a service is decided only on the basis of relative need. Objective 2 Information and Consultation Ensure each consumer is informed about his or her rights and responsibilities and services available, and consulted about any changes required. Objective 3 Efficient and Effective Management Ensure that consumers receive the benefit of well-planned, efficient and accountable service management. Objective 4 Coordinated, Planned and Reliable Service Delivery Ensure each consumer receives coordinated services which are planned, reliable and meet her or his specific ongoing needs. Objective 5 Privacy, Confidentiality and Access to Information Ensure each consumer s right to privacy and confidentiality are respected, and he or she has access to personal information held by the agency. Objective 6 Complaints and Disputes Ensure that each consumer has access to fair and equitable procedures for dealing with complaints and disputes. Objective 7 Advocacy Ensure each consumer has access to an advocate of his or her choice. Included in this section is a Cross Index of Policy to the HACC National Service Standards, which indicates which Objective each policy area in this manual supports NSW Disability Service Standards STANDARD 1: Service Access Each consumer seeking a service has access to a service on the basis of relative need and available resources. STANDARD 2: Individual Needs Each person with a disability receives a service which is designed to meet, in the least restrictive way, his or her individual needs and personal goals. STANDARD 3: Decision Making and Choice Each person with a disability has the opportunity to participate as fully as possible in making decisions about the events and activities of his or her daily life in relation to the services he or she receives. STANDARD 4: Privacy, Dignity and Confidentiality Each consumer s right to privacy, dignity and confidentiality in all aspects of his or her life is recognized and respected. STANDARD 5: Participation and Inclusion Each person with a disability is supported and encouraged to participate and be involved in the life of the community. STANDARD 6: Valued Status Each person with a disability has the opportunity to develop and maintain skills and to participate in activities that enable him or her to achieve valued roles in the community. 6 P age

7 STANDARD 7: Complaints and Disputes Each consumer is free to raise and have resolved any complaints or disputes he or she may have regarding the agency or the service. STANDARD 8: Service Management Each agency adopts sound management practices which maximize outcomes for consumers. STANDARD 9: Family Relationships Each person with a disability receives a service which recognizes the importance of preserving family relationships, informal social networks and is sensitive to their cultural and linguistic environments. STANDARD 10: Protection of Human Rights and Freedom From Abuse The agency ensures that the legal and human rights of people with a disability are upheld in relation to the prevention of sexual, physical and emotional abuse within the service. 1.4 THE PURPOSE OF THE MANUAL Overview: This manual covers Holdsworth s Service Management and Delivery policies and procedures. The policies and procedures outline the methods needed to delivery. The manual is divided into [INSERT] sections. Further sections of the manual may be added as internal or external policies change. Procedures relating to Human Resources can be found in the Holdsworth Human Resource Manual. Procedures relating to OHS&E can be found in the Holdsworth OHS&E Manual Audience: Clients CEOs and Supervisors / Managers Employees and Volunteers Board Members and their visitors Subcontractors and Contractors Visitors and general public / parents Use: This Manual contains many of the policies and practices indicated in the HACC National Service Standards, together with forms and documents which relate to those policies. The HACC National Service Standards objective each topic relates to is identified at the head of each topic. Guidelines for the delivery of services are much more difficult to define in detail given the range of service types and the variations in agency philosophy and service delivery. Consequently, what is provided in this section of the Manual is a basic guide Consultative Framework Holdsworth supports consultation as a valuable means of improving the management of OHS&E. Consultation occurs among the Board, Employees, Contractors, Clients and Volunteers all of whom are encouraged to contribute their ideas and knowledge and to fully participate to improve the systems in place. 7 P age

8 SECTION 2: SERVICE MANAGEMENT AND DELIVERY PURPOSE AND PHILOSOPHY 2.1 CROSS REFERENCE TO HACC AND DSA STANDARDS HACC OBJECTIVE 1: ACCESS TO SERVICES HACC OBJECTIVE 3: EFFICIENT AND EFFECTIVE MANAGEMENT DSA STANDARD 1: SERVICES ACCESS DSA STANDARD 2: INDIVIDUAL NEEDS DSA STANDARD 3: DECISION MAKING AND CHOICE DSA STANDARD 4: PRIVACY, DIGNITY AND CONFIDENTIALITY DSA STANDARD 5: PARTICIPATION AND INTEGRATION DSA STANDARD 8: SERVICE MANAGEMENT 2.2 STATEMENT OF PURPOSE The purpose of Holdsworth is to respond to the identified needs of all residents living within the Woollahra LGA and surrounding suburbs, especially those disadvantaged by age, income, disability or social isolation, to families with young children, and to promote the well being of all members of the community. The purpose of the Centre s Home and Community Care funded services is primarily to maintain frail aged and younger people with disabilities, who are at risk of premature or inappropriate institutionalisation, in their own homes. This is supported through the provision of a range of services and activities, which promote the quality of life of individuals within the Home and Community Care target group and their carers. 2.3 SERVICE DELIVERY AND MANAGEMENT PHILOSOPHY The Holdsworth philosophy is further outlined in the Holdsworth Code of Conduct. The right of people to make choices in their own lives The right all people to dignity, respect, privacy and confidentiality The right of people to be valued as individuals The right of people to access services on a non-discriminatory basis The right of people to have mobility The right of the community to be provided with excellent, safe, reliable and comfortable services, operated under identified best practice guidelines The right of the community to accountable and responsive services 2.4 SERVICE DELIVERY AND MANAGEMENT DESIRED OUTCOMES The development, co-ordination and administration of the services and facilities of Holdsworth, and carrying out (under delegation) Woollahra Council s functions in relation to the Centre, in an effective, efficient and accountable manner. The provision of a consistently high standard of services and activities responsive to the identified needs of all members of the community resident in Woollahra and the surrounding area. Equitable access to the Centre and its services has been provided for all members of the Centre, residents of the Woollahra and surrounding area, especially for those within the priority of access guidelines laid down by the Centre s funding bodies. Each person who seeks a service has access to that service based on relative needs and available sources. In addition, for the Centre s HACC funded services: That people who are frail and/or elderly, people who have disabilities and their carers are appropriately supported to continue to live in their own homes. That family or other primary caregivers are supported in their role. That people who are transport disadvantaged can live independently and with dignity within their community. That convenient, affordable and accessible transport, services and activities are provided for the frail, aged and people with disabilities and their carers. 8 P age

9 2.5 TARGET GROUP(S) Finance, Governance (includes OHS&E, Human Resources and Industrial Relations), Publicity and Promotion, Fundraising, Aged Care. The residents of Woollahra LGA and the surrounding area, with residents of Woollahra LGA having priority of access. People, who are frail, aged or people who have disabilities and are at risk of premature or inappropriate institutionalisation, and their carers. Families with pre-school and primary school aged children, providing support and services to parents and children. Isolated people. People who are vulnerable or at risk. People from culturally distinct communities. People who are financially disadvantaged. 9 P age

10 SECTION 3: SPECIFIC ROLES AND RESPONSIBILITIES FOR SERVICE MANAGEMENT AND DELIVERY 3.1 CROSS REFERENCE TO HACC AND DSA STANDARDS DSA Standard 8: Service Management HACC Objective 3: Efficient and Effective Management 3.2 OVERVIEW: Holdsworth has a responsibility to provide and maintain service delivery and management standards and review relevant policies and procedures as required. 3.3 BOARD: (please refer to the Board Charter) SECTION 4: HOLDSWORTH STRUCTURE 4.1 CROSS REFERENCE TO HACC AND DSA STANDARDS DSA Standard 1: Service Access DSA Standard 8: Service Management HACC Objective 3: Efficient and Effective Management 4.2 INTRODUCTION Holdsworth Street Community Centre Woollahra Inc and Holdsworth Family Services Inc, jointly known and managed as Holdsworth Community Centre & Services (Holdsworth), are incorporated associations under the Associations Incorporation Act The Centre also operates under a Delegation of Authority between Woollahra Council and the Board, delegating responsibility for the management of the Centre to the Centre s Board. Woollahra Council owns the Centre, its buildings and grounds and leases the premises to Holdsworth for a peppercorn rental. Holdsworth is responsible for the maintenance of the premises under the terms of the lease. The Board meets once each month and the CEO also attends the meetings. Managers and program coordinators regularly attend meetings to keep the Committee apprised of specific program areas. The day to day management of the Centre is delegated to the CEO by the Board. Program Coordinators/Managers are responsible for the activities of their programs, the supervision and support of the staff employed to work within each of their programs, and the well being of their clients. This manual should be read in conjunction with the following documents: Constitution of Holdsworth Street Community Centre Woollahra Inc Constitution of Holdsworth Family Services Inc Holdsworth Board Charter Holdsworth Code of Conduct Woollahra Council and Holdsworth Service Level Agreement Holdsworth Community Centre Lease Funding Agreements from all relevant government funders Holdsworth Human Resources Operations Manual Holdsworth OHS&E Manual Holdsworth Organisation Chart 10 P age

11 SECTION 5: PLANNING AND EVALUATION 5.1 CROSS REFERENCE TO HACC AND DSA STANDARDS DSA Standard 1: Service Access DSA Standard 2: Individual Needs DSA Standard 3: Decision Making and Choice DSA Standard 6: Valued Status DSA Standard 8: Service Management HACC Objective 1: Access to Services HACC Objective 2: Information and Consultation HACC Objective 3: Efficient and Effective Management HACC Objective 4: Coordinated, Planned and Reliable Service Delivery 5.2 INTRODUCTION Holdsworth has a commitment to ongoing planning of its services to ensure that the needs of the Centre's target groups are being identified and met effectively and efficiently. Planning and evaluation information will be readily available to anyone in the community and to the Centre's funding bodies. 5.3 PARTICIPATION IN PLANNING The planning and evaluation of the Centre's services is the responsibility of the Board. They will ensure that the process includes: Ongoing monitoring of all aspects of the Centre's activities based on Centre s management plan and individual program work plans. An annual presentation of reports and data Participation by clients of the Centre and its range of programs Participation from staff Participation of other relevant agencies including Aboriginal, ethnic, cultural and religious organisations That account is taken of the unmet needs of individuals and families from the Centre's target groups Additionally, the Committee will monitor the performance of Holdsworth at monthly Board meetings through information provided in the CEO's and Program Co-ordinators reports, the monthly financial activity reports and the Treasurer's report. 5.4 THE PLANNING AND EVALUATION PROCESS Ongoing Monitoring Ongoing monitoring of the Centre's service activities will occur through the collection of appropriate client statistics using the CIARR MDS forms, Monthly Program Reports (including information of progress against agreed work plan targets and performance indicators), and client feedback Annual Presentation of Centre Reports and Data At the end of the financial year the CEO will collate, with the assistance of Program Coordinators, all service data for the twelve months period July to June, from monthly Program reports, for consideration at the Annual Planning Day and for inclusion in the Centre's Annual Report Client Feedback Client feedback will include: 11 P age

12 Each program will distribute a client feedback questionnaire to all clients of their services at least once a year. All responses are to be collated into a report indicating the number of responses received and the range of responses, and the responses of the report acted on and then filed. Informal client feedback given verbally to staff - clients are to be encouraged by all staff to provide informal feedback on Holdsworth services. Verbal feedback should be passed on to the relevant Coordinator and written down. Unsolicited correspondence about the Centre and its service provision will be filed. The number of client complaints/disputes and outcomes (performance indicator). Where appropriate to the client group or their carers, clients/carers will be invited to attend informal meetings to discuss a Program's services and any new proposals. These meetings will be facilitated by the relevant Program Manager, unless there are issues of dispute or major contention to be resolved. In this instance an independent facilitator would run the meeting Feedback from Other Community Groups Feedback from other community groups is gained through active participation by senior staff in all relevant local forums, inter-agency meetings and special interest committees or working parties. Feed back from other community groups and agencies is also gained through joint agency activities, cooperative interaction with referral bodies and participation by senior staff on the Boards of other community groups in the area Holdsworth Planning Days The Centre holds at least two planning days or sessions each year. A planning meeting is held with the management committee and senior staff attending. This meeting reviews how well the Centre is meeting its philosophy, aims and objectives and discusses longer term plans for the Centre. Planning days are also held with senior staff each year. These meetings discuss the program activities of each program, the identified unmet needs of the community presented in order of priority, and the proposed introduction of services, activities or resources to meet these needs and how this may be achieved. Further meetings are held with senior staff as the Centre's annual budget is being developed. At these meetings the proposed new activities are once again placed in priority order and costed. The final decision on the introduction of new activities or resources is based on the projected income and expenditure of the Centre Agenda The CEO, in consultation with the Board and Program Coordinators develop an agenda for each of these meetings. These agendas are distributed well in advance of the meetings. 5.5 IMPLEMENTATION The implementation of plans is dependent on the Centre receiving the level of income projected in its budget. Activities are introduced or resources purchased based on the agreed priorities of the Centre. Progress is monitored and reported monthly, by the individual program coordinators, with data collected monthly on participation levels. Clients are requested to provide feedback on their service provision either through regular questionnaires or verbal feedback. This information on client levels of satisfaction, their suggestions or their unhappiness about the services they receive is collated into reports and acted upon. 5.6 ANNUAL REPORT Service data and information on all of the Centre's program activities for the year and plans for the coming year will be published in the Holdsworth Annual Report and made available to the Centre's members, the general community and to all the Centre's funding bodies. The Annual Report will also contain the Centre's audited financial statements for the year and will be presented to members at the Annual General Meeting. 12 Page

13 SECTION 6: INSURANCE 6.1 CROSS REFERENCE TO HACC AND DSA STANDARDS DSA Standard 8: Service Management HACC Objective 3: Efficient and Effective Management 6.2 INSURANCE POLICY Holdsworth will comply with all legal requirements with respect to insurance. The type of insurance cover and level of insurance cover will be decided by the management committee after consultation with an insurance broker. Insurance will include as a minimum: Public liability to the value of up to $20,000,000 Workers' compensation Property - fire Contents - theft and burglary (replacement cost) Volunteer insurance - personal accident and public liability Vehicle insurance Professional indemnity Ambulance cover for OOSH/FSG children Directors and Officers Insurance Students The relevant Coordinator should check that any students on placement are covered by their school, University or TAFE. College supervisor need to confirm this in writing. If not, appropriate cover must be arranged Staff and Volunteer Vehicles The Coordinator should ensure that the vehicles of any staff and volunteers are covered through their own insurance policy if used for agency work. 6.3 INSURANCE REGISTER The organisation is required to maintain a Register of Insurance Polices (attachment D116). The Register must show the policy number, the insurance company, what it covers, the premium, the date paid and the expiry of the cover. 6.4 WORKER S COMPENSATION Under the terms of the Worker s Compensation Act, 1987, Holdsworth staff are insured for any injury they might sustain in the performance of their duties and, if they are not at fault, while travelling to and from work. 6.5 VOLUNTEER INSURANCE Holdsworth has a volunteer insurance policy to insure all volunteers for any injury they may sustain in the performance of their duties. 13 P age

14 SECTION 7: FINANCIAL MANAGEMENT 7.1 CROSS REFERENCE TO HACC AND DSA STANDARDS DSA Standard 8: Service Management HACC Objective 3: Efficient and Effective Management 7.2 ROLES OF THE BOARD, THE TREASURER, THE FINANCE COMMITTEE AND THE CEO (please refer to the Constitutions, the Board Charter and CEO s position description) SECTION 8: USE OF EQUIPMENT AND VEHICLES 8.1 CROSS REFERENCE TO HACC AND DSA STANDARDS DSA Standard 8: Service Management HACC Objective 3: Efficient and Effective Management 8.2 EQUIPMENT The following policy applies to all staff (paid and unpaid) that are required to use equipment in carrying out their duties: The occupational health and safety policies and procedures must be followed. This is described in the next section. If the staff member is inexperienced in using a piece of equipment, appropriate training must be provided. Any hazards/faults must be reported immediately to either the CEO or the appropriate Program Coordinator. 8.3 VEHICLES Register of Motor Vehicles The Community Transport Manager is responsible for keeping the Register of Motor Vehicles up-to-date. (A copy of the Register is attached.) Vehicle Policy The following policy applies to the use of Holdsworth vehicles: Staff must have an appropriate current licence before using a motor vehicle; All Holdsworth vehicles are to be used solely for purposes necessary to the provision of Holdsworth services. The primary user of the vehicle will ensure that the vehicle is maintained to the appropriate standard by: o o o o o o o Cleaning the vehicle inside and out on a regular basis; Making sure that the vehicle has fuel and oil at all times; Reporting when the vehicle is damaged, or when repairs are required; Making sure that the required servicing and maintenance is carried out. Emergency breakdown service through the NRMA Limited is available to the vehicle (not the driver). The Centre s Community Transport Manager will coordinate matters related to maintenance, repairs, insurance, garaging etc. of all vehicles. Log sheets for journeys will be kept in each vehicle. They should be completed for all distances travelled and handed into the Community Transport Manager on completion. All Community Transport drivers are required to check that they have: 14 P age o The correct mobile telephone for the vehicle they are to drive; o The correct first aid kit

15 o A street directory. Mobile telephones must be kept in the car kit cradle and turned on while Community Transport vehicles are on the road. With Community Transport vehicles, fuel is to be obtained from the stated Centre fuel company and will be accounted for against the vehicle not the driver. Each Community Transport vehicle has an identification card. This card must be presented at the garage before charging. The card must remain in each car at all times. Purchase dockets must be handed to the Community Transport Manager on date of purchase showing the name of the driver. When other staff or volunteers use their own vehicle on Centre business, they will be reimbursed for this usage on a payment per km rate, which is set under the Social and Community Services (State) Award. Out of courtesy for the next driver, the Community Transport vehicles should never be under ¼ full of fuel on return to the Centre. Emergency telephone numbers are displayed in all Holdsworth vehicles. These include the hospital, police, local general practitioners and the NRMA. Mobility Parking Authorities are available for all these vehicles Motor Vehicle Accident Procedures For further information please refer to the Holdsworth OHS&E Manual Community Transport Office Procedures Where alternate transport is utilized to convey clients to their destination, every effort will be made to ensure that it is suited to the mobility needs of those clients. The next of kin or nominated emergency contacts of any injured or affected client will be contacted and advised of developments. Destination/venue, next of kin, family, carers and/or emergency contacts will be contacted where significant delays of service will affect expected arrival plans or arrangements. Any Community Transport vehicle which, as a result of an accident becomes, or may be un-roadworthy, will be withdrawn from service until the vehicle has been inspected and any damages rectified by an authorised vehicle repairer. Staff members will ensure the prompt completion of all necessary accident/insurance paperwork and the recording of all relevant details of the accident in the Holdsworth Accident, Incidents and Hazards Report Book. Relevant paperwork may include self-reporting forms required by police where damage or injury has occurred and a police officer has not attended the accident. Staff members should, as much as possible, try to recall and commit to memory (or write down) the details of any accident or incident while they are still fresh in their mind. Counselling and support will be provided where necessary to clients and staff members traumatized by any accident or incident involving the Centre and its services Centre Bus Hire Holdsworth provides buses for use by community groups. The buses are accredited by the NSW Ministry of Transport for community transport usage. The vehicles are maintained by Holdsworth, with funding being provided for the vehicles and permanent drivers through the Home and Community Care Program (HACC) and Woollahra Council. The primary objective of the HACC Program is to maintain frail and/or aged people, younger persons with disabilities, and their carers within the community. These people, in the absence of basic maintenance and support services are at risk of premature or inappropriate institutionalisation. In order to meet funding requirements, maintain the Centre's programs and activities, and to ensure that access to the Centre's buses is provided to those most in need, the following priority guidelines have been developed: 15 P age

16 8.3.6 Access to Vehicles Community groups or individuals performing community work can hire the buses. Priority for the use of vehicles is as follows:- Holdsworth activities. H.A.C.C. funded community organisations. Other local community organisations Individuals Holdsworth Transport reserves the right to refuse the use of the vehicles to any group or individual Conditions of Hire The following policies and procedures apply to all persons and organisations hiring the Centre's community buses. The signature of the person hiring the bus or the authorised signature of the representative of an organisation hiring the bus, on the appropriate hiring condition forms, shall signify full acceptance of these policies and conditions. The organisation or individual hiring the bus will take full responsibility for its use and will ensure that the vehicle is returned to Holdsworth on the day agreed, in good order and in a clean condition Passenger Load At no time shall more than 20 passengers be conveyed in the twenty two (22) seat Toyota Coaster buses. No more than 15 passengers in the Toyota Coaster bus with the wheel chair hoist Bus Use A bus may only be used for the purpose that is stated at the time of application and any alteration must be approved by Holdsworth Transport in advance. Vehicles are not permitted in any circumstance to be hired overnight. Except in an emergency, the bus must only be driven by the nominated driver(s) or a driver previously approved by the Co-ordinator of Community Transport. The distance for the use of the vehicles is limited to 150klms for full day hire from the vehicles garaging point. (75klms for half day hire) Any distance travelled over this limit will incur a charge of fifty (50) cents per kilometre. (see fees and charges form) Diesel fuel is to be provided by the user. No Alcohol to be consumed by the drivers. No smoking or drinking of alcohol is permitted in the bus. No eating or drinking by drivers or passengers is permitted in the bus. The vehicle must only be driven on smooth sealed surface roads. The driver must complete the Driver's Advice Sheet in full. These are available from the Community Transport Co-ordinator. Recording of information must be printed clearly. Sheets are to be handed in with keys at the end of the hire period. The following information should be provided on the Driver s Advice Sheet: o Date o Name of Organisation, Group or Individual o Name of Driver o Start time and finish time from our Depot to Depot. o Kilometre readings at the beginning and end of trip o Total kilometres used o o Time of hire. Any damage to the bus sustained during the period of hire, or in evidence before the start of hire, when picking up the bus. Any vehicle defects should be reported to the Manager, Community Transport, as soon as possible on (02) P age

17 Bus Hire Requirements The key to the bus must be collected from the office of Holdsworth during office hours, which are 9.00am to 5.00pm Monday to Friday, and returned at the completion of the hiring during the same hours. The bus must be picked up from and returned to either the Edgecliff depot or the corner of Holdsworth& Morrell Streets, Woollahra as prearranged. The hirer is responsible for the cleanliness of the bus at the end of the trip. The vehicle should be swept out, all rubbish removed and the vehicle returned in a neat and tidy condition. If the bus is not returned in a satisfactory condition a charge will be incurred by the user to cover the cleaning costs. (see fees and charges form) The cost of repairing damage to the bus will be the responsibility of the group hiring the bus. Should the vehicle be damaged in any way during the period of hire the organisation or individual hiring it will be responsible for the first $500 costs of any repairs, and/or any excess from the Centre's insurance company. (see fees and charges form) Any traffic or parking infringements incurred will be the responsibility of the organisation or individual hiring the vehicle Drivers All persons driving a Holdsworth bus must hold a current NSW LR (1B) or higher grade of driving licence. This licence must be sighted and photocopied by the Coordinator of Community Transport before the keys are collected. A photocopy of the licence(s) will be taken and kept on file. All drivers must be aged twenty five (25) years or over. Be instructed in the use of the Vehicle Log (electronic vehicle log book). Have several years driving experience on similar size and weight vehicles. Have a clean driving record or inform Holdsworth of the infringements resulting in accumulation of demerit points. Any person whose licence has expired and/or who has been suspended for any offence will not be permitted to drive the Community Transport vehicles. The driver is responsible for checking that the diesel/water/tyres and windscreen washers/wipers are adequate and that all warning systems are functioning before departing the depot. The driver must not drive more than five (5) hours continuously, in one shift Use of Seatbelts and Safety Equipment Seat belts are installed in all buses. Drivers of Holdsworth vehicles are reminded of the requirements under the motor traffic act for seatbelts to be worn in all but exceptional cases i.e. pregnancy, medical conditions with Doctor s certificate providing exemption. Passengers are required to be safely secured in seatbelts at all times and should be acquainted with this requirement at the beginning of a journey. When people travel in wheelchairs the wheelchair will be appropriately secured and the passenger will be restrained independently of the wheelchair. Before attempting to use the wheelchair hoist or securing wheelchairs a driver must have received appropriate and current training. The driver should be made aware that the responsibility for the use of the hoist and restraints is their own and allow no untrained person to assist with the hoist, or restrain wheelchairs Driver Safety Monitoring Electronic monitoring devices are used in the buses as a part of the driver safety monitoring program. The information recorded on this monitoring device is electronically transferred onto the Centre's computers. The log records information such as: who the driver is, at what speeds the vehicle was driven, the engine's revolutions per minute, braking, and engine idling time etc. When required, drivers found to have breached NSW laws or traffic regulations will have such breaches formally notified to their employer organisation. If the breaches 17 P age

18 are serious Holdsworth reserves the right to deny the hiring organisation the use of that driver in the future Breakdown Procedure In the case of a breakdown the user is to contact the NRMA for assistance. An NRMA membership card is kept in the glove box of the bus. In the case of an accident the driver should notify the Police, as required under the Motor Traffic Act. The user should also contact the Community Transport Manager as soon as practical and notify any details of breakdown/accident Associated Forms Fees, Charges and Penalties Form Vehicle Booking Form Hire of Casual Drivers Form SECTION 9: OCCUPATIONAL HEALTH SAFETY AND WELFARE 9.1 CROSS REFERENCE TO HACC AND DSA STANDARDS DSA Standard 8: Service Management HACC Objective 3: Efficient and Effective Management 9.2 HOLDSWORTH OHS&E MANUAL Please refer to the Holdsworth OHS&E Manual for detailed policies, procedures and standards pertaining to OHS&E. SECTION 10: STAFF MANAGEMENT Please refer to the Holdsworth Human Resources Manual for all matters relating to Human Resources. 18 P age

19 SECTION 11: SERVICE DELIVERY 11.1 CROSS REFERENCE TO DSA AND HACC STANDARDS DSA Standard 8: Service Management HACC Objective 3: Efficient and Effective Management 11.2 INTRODUCTION Policy statements and guidelines for service delivery practice ensure that a consistent approach is taken by service staff and that the minimum standards for service delivery are set. Clients should be made clearly aware of what to expect from the service in relation to assessments, reviews, development of care plans, fees etc. Clients are more likely to receive a service which meets their needs in a responsive and effective way and which recognizes their rights (and responsibilities) as clients. Included in this section are policy statements, forms and other documents relating to all aspects of service delivery. Includes: Principles for Service Delivery Client Information Access to Services Client Intake Assessment and Review Development of Care Plans Case Management Privacy and Confidentiality Rights and Responsibilities of Clients Client Complaints Client Advocates Fees 11.3 PRINCIPLES FOR SERVICE DELIVERY Cross Reference to DSA and HACC Standards DSA Standard 2: Individual Needs DSA Standard 3: Decision Making and Choice DSA Standard 8: Service Management HACC Objective 2: Information and Consultation HACC Objective 4: Coordinated, Planned and Reliable Service Delivery Holdsworth Overall Service Delivery Principles Clients are the focus of Holdsworth and the programs it provides. Each client is an individual and has different needs determined by their age, gender, cultural background and life circumstances. Clients have a right to make choices in their lives. Clients have a right to dignity, respect, privacy and confidentiality. Clients have a right to access services on a non-discriminatory basis. Holdsworth is an accountable service. In delivering services to clients, feedback should be encouraged (from clients, staff and volunteers) to allow for continuous improvement Specific Principle: Provide Options to Clients Staff should not assume they know which service is best for a client. Staff should always present the client with a range of options, and take account of the client s preferences. 19 P age

20 Services should be tailored to suit the client and meet their needs (where possible) and be able to be modified to meet changing client needs over time. Options may include a choice of: o A Holdsworth service or another community service. o Day and/or time of service. o Service provider/carer. o Outings and/or activities. In presenting options, it is important clients do not feel under pressure to make a decision Specific Principle: Feedback Obtaining feedback from clients is important to ensuring that on an individual level, services are continuing to meet client needs which may change over time, and on a broader level to obtain information that will be useful for service planning. Staff are requested to encourage informal feedback from clients and to provide varied and frequent opportunities for clients to give feedback. Client feedback should be passed on to the relevant Program Coordinator and the CEO. Opportunities provided for informal feedback include: o Talking individually with clients during activities. o Accompanying clients on outings o o 20 P age Telephone conversations Feedback concerning difficulties with the service, ways to improve the service, or positive feedback on specific aspects of the service should be recorded in writing and reported to the appropriate Coordinator and/or the CEO the next working day PROMOTION OF HOLDSWORTH SERVICES Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access HACC Objective 3: Access to Services Community Information Brochures The Fundraising and Promotions Subcommittee, the Community Relations Manager and the CEO are responsible for setting overall Holdsworth branding standards (including the supply of appropriate templates) The Program Coordinators are responsible for providing information to the Community Relations Manager for the development of brochures. The brochures should be distributed to major health and welfare agencies in the region including government and non-government agencies and organisations presenting services for special needs groups and minority groups, and where possible public places such as shopping centers, libraries etc. The Community Relations Manager is responsible for maintaining a list of relevant organisations and for ensuring they have adequate supplies of promotional material Holdsworth Newsletter The Centre is promoted throughout the local community and via its members and through the Holdsworth newsletter. The newsletter is published quarterly and distributed to the Centre s members and a range of other organisations, agencies and retail outlets Advertising When appropriate and/or financially possible, the services of the Centre will be advertised in the local press, and through interviews on local radio Information Days Each year the Centre will hold Information days at various sites around the municipality. Information days provide staff with the opportunity to meet a wide section of local residents face to face, and inform them of the Holdsworth services and the range of other services and resources available to them.

21 11.5 INFORMATION PROVIDED TO CLIENTS Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access HACC Objective 3: Access to Services Holdsworth Client and Carer Handbook All information pertaining to Holdsworth is given to clients in the Holdsworth Client and Carer Handbook. The handbook also provides a list of current programs and services ACCESS TO SERVICES Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access HACC Objective 3: Access to Services Holdsworth Standards Holdsworth will ensure services are available, without discrimination, to all residents of Woollahra, and for our HACC funded services, to focus on services for frail or elderly people and people with disabilities and their caregivers, living within Woollahra and surrounding suburbs. No person will be excluded from access to services on the grounds of their gender, marital status, religious or cultural beliefs, political affiliation, particular disability, ethnic background, age, sexual preference, inability to pay, or the circumstances of their caregiver. (Refer Multicultural Access Consumer Handbook and Guidelines for Advocates held in the CEO s Office). Promotion of service materials will be printed in a clear and easy to read format and will be available in different languages relevant to the municipality of Woollahra and surrounding suburbs. Prioritising Requests for Assistance - The financial resources of Holdsworth may not be sufficient to meet the needs of all those people who request assistance. In these circumstances, the following factors will be used to determine relative need. The following factors must be checked when prioritising levels of need for client access to services, or the management of waiting lists. Priority will be given to people whose circumstances meet one or more of the following factors. o Clients The home is physically unsafe The family support structure is at risk of breaking down The client needs medical or nursing help The client lives alone, or with a caregiver who is also frail aged or has a disability The client experiences difficulty with a range of the tasks of daily living The client has limited or nonexistent social contacts The client is socially or geographically isolated The client is financially disadvantaged o Caregivers The relative need for respite care will be based on the following factors, that the caregiver is - Caring for a person with a severe or multiple disabilities The sole caregiver, has limited support networks, or has dependent children Frail, ill, stressed or has a disability Employed full time Socially or geographically isolated Financially disadvantaged 21 P age

22 o Other Factors The difference the service will make to the person s circumstances The cost of providing the service Entry Criteria for Programs Specific client entry criteria check lists are used by Program Coordinators to assess the eligibility of clients. Typically clients at Holdsworth fall into 4 main program areas. Disability Services Programs Clients can be between 0-18 years (children with a disability) or over 18 (adults with a disability). o Typically multiple disability care is not provided by Holdsworth (programs are established to provide support for people with moderate and mild disabilities and their carers). o Access priority of will be given to residents of the Woollahra Municipality, in accordance with the Centre s priority of access guidelines and checklist. o Clients may self refer (or by parent/guardian), be referred to the service by another of the Centre s program Coordinators, or be referred by another agency or organisation. Aged Services Programs Typically clients are aged 65 years and over and are considered aged or frail (based on HACC guidelines) or are carers of people aged over 65. In the case of indigenous clients, or carers of indigenous clients services are available for persons over 45 years. o The Program Coordinator will assess the eligibility of potential clients based on the following criteria. o Priority of access will be given to residents of Woollahra Municipality, and also in accordance with the Centre s priority of access guidelines and checklist. Clients may self refer, be referred to the service by another of the Centre s Program Coordinators, or be referred by another agency or organisation. Community Transport Programs Typically provided to all Holdsworth clients (entry criteria established by other programs). Playgroup Provided to children 0-5 years of residents of the Woollahra Municipality and surrounding suburbs (requires parents / guardians to be present) COODINATION WITH OTHER SERVICES Cross Reference to DSA and HACC Standards DSA Standard 2: Individual Needs DSA Standard 4: Privacy, Dignity and Confidentiality HACC Objective 4: Coordinated, Planned and Reliable Service Delivery HACC Objective 5: Confidentiality and Access to Personal Information Coordination with Other Agencies and Services Coordination with other government and non government services at a local level is important to ensure services are provided in the most effective and efficient manner, and to avoid duplication or gaps in services across the community. Contact lists of relevant services (including interpreter services) will be kept up to date by the Program Coordinators. Holdsworth will keep in regular contact with relevant services through the attendance of the CEO or Program Coordinators at monthly regional and sub-regional HACC forums, aged and disabilities inter-agency meetings and annual regional Planning Days. 22 P age

23 The CEO and Program Coordinators will make sure staff in other agencies understand the Holdsworth services available and promote Holdsworth services among their own clients and refer any people who may be eligible. Attendance by staff at other meetings outside of Holdsworth should be discussed with the CEO and should meet the following purposes: Assist in the coordination of services provided by the agencies Assist in the coordination of services provided to a client by more than one agency Discuss common issues and needs, including training Ensure gaps in services are identified and collective works is done to meet those needs across the region, and to avoid duplication of services CLIENT ASSESSMENT Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access DSA Standard 2: Individual Needs DSA Standard 3: Decision Making and Choice DSA Standard 4: Privacy, Dignity and Confidentiality HACC Objective 1: Access to Services HACC Objective 2: Information and Consultation HACC Objective 4: Coordinated, Planned and Reliable Service Delivery HACC Objective 5: Confidentiality and Access to Personal Information HACC Objective 6: Complaints and Disputes HACC Objective 7: Advocacy Client Assessment Holdsworth places high importance on the quality of the client assessment process to ensure the needs of clients are heard, understood and met in an appropriate and acceptable manner to protect the client s right to privacy and right to self determination. Following initial contact with Holdsworth, the relevant Program Coordinator will contact the person requesting the service within 5 working days to arrange an assessment interview. The assessment interview should take place within ten working days of the initial contact and should be completed by the Coordinator or the Assessment Project Officer in the person s own home or at the Centre. The assessment is between the Coordinator, the client, and with their permission, his/her legal guardian or advocate. Use should be made of interpreter services when required. Wherever possible, multiple assessments should be avoided through negotiation and coordination with other agencies involved in providing services to the client. Where possible, and with the client s permission, assessment information obtained by other agencies should be used and assessments completed by other agencies respected. The HACC Client Information Assessment and Referral Record will be used to assess clients. A copy is set out in the attachments Principles to be observed in Assessments / Reviews In conducting the assessment/review, the following principles should be observed. The client should be made aware they have been referred to Holdsworth and are being assessed / reviewed to determine their need for services. They should be aware of the criteria used and should be informed of the outcome of the assessment/review. The client should understand that their need for services will be reviewed by Holdsworth, at a minimum every twelve months, and that the services provided by 23 P age

24 Holdsworth may change as a result of the review. If services are provided on a temporary basis clients should be made aware of the duration of the service. An upto-date copy of the assessment, any reviews, and the care plan should be kept at the client s home. The client will be provided with a copy of the Clint s Handbook at the time of assessment with the content being verbally explained at the assessment and any subsequent review. All information gathered as part of the assessment process with be kept confidential (unless agreed by the client e.g. if a referral is required). Holdsworth staff have an identification card, identifying them as Centre representatives. The card is shown to clients at every contact in their home until the client knows the staff person. Identification cards are reissued to field staff annually Coordination with other Services / Agencies during Assessment The client should agree to any referrals to another service, before referrals are made. The client s consent should be obtained to any information about them being given to another agency, or requested by Holdsworth from another agency. When a referral is made, a Referral to Another Agency Form should be completed and filed on the client s file and a copy forwarded to the referral agency. Referrals should be followed up, and the outcome noted on the assessment form or care plan. Confidentiality should be maintained at all times. In particular Holdsworth will maintain regular contact with the local Aged Care Assessment Team (ACAT) and will use their services for residential care and residential respite care assessments Client Intake and Assessment The Client Intake Coordinator is responsible for the initial assessment and referral of all new clients for Aged Services, Community Transport, Carer Services and Community Links programs. Clients will initially be interviewed by the Client Intake Coordinator by telephone, and their details recorded on the Client Initial Assessment Form, and information on the services available to them through various programs and their costs will be provided at the same time. With the Community Links program, placement of volunteers with clients will also require an assessment of the client by the Volunteer Coordinator. The Disability Services Coordinator or Manager will carry out all assessments and reviews of clients for the Disability Services Programs. Following initial assessment it is the responsibility of the relevant program coordinator/manager to determine who receives what services, subject to availability of resources and relative needs. Where multiple services are appropriate, the relevant coordinators will consult. If a client uses the service more than 3 times in 3 months, the client will be provided with a Client Handbook, and the relevant details of the handbook will be explained to them by the Program Coordinator. At this point clients will also be provided with a CIARR form (unless this can be provided by a referring agency) and a Consent to Release Personal Information Form with a request to complete them and return to the Coordinator. Any client who is interested in or requires other services from HACC programs will be referred to the appropriate Program Coordinator. The Client Intake Coordinator is also responsible for the re-assessment and referral or possible exiting of all existing clients for Aged Services and Community Transport 24 P age

25 when their needs, health or mobility are perceived to have changed significantly requiring alternative services. In the case of onward referrals: o The client will be contacted, the situation discussed with them and an explanation will be provided to the client about the basis of the decision to withdraw this service, supported by the service s entry and exit criteria. o In this instance the client will, with their permission, be referred to the Client Intake Coordinator for discussion about other services and activities that can be offered and to do an assessment of the client using the Client Health Record Form, provide full information on the range of options the Centre and other agencies can offer, and gather any further information required to complete a CIARR Form if necessary. Refer to the Holdsworth OHS&E Manual for details on ensuring client and staff safety during the Assessment process Assessment of Clients with Special Needs The individual needs of the client are taken into account including their physical, cultural, social, economic, nutritional needs and the needs of their primary caregiver. Clients from Culturally and Linguistically Diverse Backgrounds An interpreter service should be used to ensure the client understands the assessment and review process, the services being offered and the general information provided in the Client Handbook. o The need for an interpreter service should be clearly identified at the front of the client s file. Aboriginal Clients Holdsworth will endeavour to provide Aboriginal clients with culturally appropriate services, and where possible, services are to be delivered by Aboriginal staff. Staff should ensure the information regarding the assessment, review, care plan and services are available in culturally appropriate formats and are clearly explained and understood by the client. Clients Who Cannot Read or Write In cases where a client cannot read or write, staff should ensure that the information in the Client s Handbook, and information regarding the assessment, review, care plan and services are clearly explained and understood by the client. Clients with Dementia and Other Special Needs Groups Staff will receive training on how to deal with people with dementia or specific disabilities and every effort made to ensure that services are delivered in an appropriate and sensitive way. For people with severe dementia or severe intellectual, psychiatric or brain injury disabilities, the focus will be more on ensuring that the carers or advocates are fully aware of the contents of the Client s Handbook and that they are aware of the information regarding assessment, review, care plans and services. However, to whatever extent possible the client should be given the same information and their questions answered. 25 P age

26 Maintaining Records of Service Requests Records should be kept to monitor all requests for services, the outcomes of the request and if a service is refused, the reason for the refusal Decision Relating to Admissibility to a Holdsworth Service and Communication Following the initial assessment, the Coordinator should inform the person requesting the service within two working days of his/her decision regarding the request for assistance. The decision will be: Refusal of a service Referral to another agency Provision of service Development of a care plan in consultation with other agencies Placing the request on a waiting list If services are offered to a client on a temporary basis the client must be made absolutely clear as to the duration of the service Refusal of a Service The person requesting the service should be advised immediately giving reasons why the service will not be provided. Information should be provided on other services available and if appropriate a referral should be arranged. Information should be provided on when, and under what circumstances the person could reapply for Holdsworth services. The person should be made aware of the complaints policy and procedure. Alternative options should be discussed with all clients and especially when Holdsworth is unable to provide a service, or if the client refuses the service. Alternative services and fee for service options should be identified, and the relevant information provided. The client has the right to refuse a service. Refusal will not prejudice their future access to services Request Placed on a Waiting List The person should be advised that they are on a wait list for a service, and given an idea of the approximate waiting time. Information should be provided on alternative services available in the community, and a referral should be made if appropriate. The client should know that their case will be reviewed every twelve months and that they can ask for a reassessment at any time if their circumstances change. The client should be aware of Holdsworth complaints policy and procedure Complaints and Advocacy Pertaining to the Assessment Process The complaints policy and procedures should be explained at the initial assessment. Clients should be aware that they may ask a relative, friend or other person to advocate on their behalf. 26 P age

27 11.9 CLIENT REVIEW Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access DSA Standard 3: Decision Making and Choice DSA Standard 5: Participation and Inclusion DSA Standard 9: Family Relationships HACC Objective 1: Access to Services HACC Objective 2: Information and Consultation HACC Objective 4: Coordinated, Planned and Reliable Service Delivery Reviews The relevant Program Coordinator should review clients on an annual basis, or sooner as considered necessary. The review process will include a reassessment of the client s eligibility for the service, the appropriateness of the services/activities currently supplied, whether the Centre can offer other services/activities that better meet the client s needs or preferences, and the possibility of referral to another agency if the Centre cannot meet the requirements of the client. The client, with their carer, guardian or advocate should be involved in the review process, actively encouraged to participate in discussions on the appropriateness of the services they currently receive, and other services or activities the Centre may be able to offer and they should agree to any changes in services/activities offered, and to any referrals to another agency. Holdsworth staff have an identification card, identifying them as Centre representatives. The card is shown to clients at every contact in their home until the client knows the staff person. Identification cards are reissued to field staff annually Complaints The client must be reminded that they can lodge a complaint should they have any concern regarding their review/reassessment. This should be emphasised to them at the time of the review, when information in the client handbook is being explained again. If a client is not happy with any staff member, or does not wish to raise their complaint with them directly they can make a complaint directly to the Centre, either to the appropriate Program Coordinator, or if preferred the CEO, through client complaints procedure Coordination with Other Services If other agencies are providing services to the client, they should be informed of or involved in the review/reassessment of client services. The client must be advised that the other agency will need to be informed of any changes to services, and their permission sought before any personal information is shared CLIENT CONFIDENTIALITY Cross Reference to DSA and HACC Standards DSA Standard 4: Privacy, Dignity and Confidentiality HACC Objective 5: Confidentiality and Access to Personal Information Client Confidentiality Client privacy is of utmost importance to Holdsworth. It is the intention of Holdsworth to keep all client information confidential and only disclosed with the clients permission for the purposes of ensuring clients are receiving the services they need (e.g. as part of the referral process). The only information held by Holdsworth about a client will be information necessary to assess the need for a service, and to provide the service. Information collection and 27 P age

28 recording should be non- intrusive and objective as possible, yet relevant and up to date. Information required by the Centre in case of client emergency will be collected. o Depending on the client, this would include the name, address and regular contact number of the client's parents, carer/s, or nominated advocate; their Doctor, any significant illness or disability of the o client and what medications the client is currently taking. All clients using the Centre and its services will be asked to sign an Consent to Release Personal Information Form, allowing the Centre to release this information to appropriate persons in the case of medical or other emergencies. The client has the right to withhold information for privacy reasons. Information about the client will not be shared with another agency without the permission of the client or his/ her legal guardian or advocate. Clients have the right to read any personal information kept about them by Holdsworth Community Centre. Requests from clients to access files should be referred to the Program Coordinator who should ensure that assistance is provided for the client to access information on his/her file within two weeks. The Coordinator or a staff member should be made available to explain any terminology to the client. Information about a client will be stored in computer records; and hard copies in a filing cabinet, which is kept, locked when the office is unattended. This information is only accessible to the relevant Program Coordinator and with the Coordinator s permission for file maintenance, the Administrative Support Officer or where necessary, approval may be given to relevant senior field staff Records Opening and Maintaining Client Files An individual file is created for each client following initial assessment; File notes should be kept of client contact which including o Assessment o Review o Change in service delivery o Change in circumstances of the client o Complaints o A copy of any accident/ incident reports o Reports/ information from other agencies o Requests from the client for any change in service Files removed from the office should be placed in a plain manila folder which does not identify the client. Each Coordinator needs to keep an exercise book that records when files are removed, and replaced, from their filing cabinet. Files should be kept in the filing cabinet when not in use. All incoming correspondence about clients should be signed off by the Coordinator before being filed. The Coordinator will hold keys to the filing cabinets holding consumer records. Each computer has a password, so that any information about clients kept on computer files can be kept confidential. Hard copies of these computer records will be kept on client files Length of Time Records are Held If a service to a client has stopped being provided, but may need to be resumed at a future date, information relating to the client will be kept on computer files and in the filing cabinet for a period of six months before being archived. If the service will not need to be resumed, client records will be archived annually. All information regarding clients will be destroyed seven years after they cease to receive services Staff and Volunteer Training on Client Confidentiality All staff, students and volunteers have received training on client confidentiality. 28 P age

29 All new personnel will be provided with this and other relevant policies in their induction kits, and have these policies explained to them during their induction process CLIENTS RIGHTS AND RESPONSIBILITIES Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access DSA Standard 7: Complaints and Disputes DSA Standard 4: Privacy, Dignity and Confidentiality DSA Standard 10: Protection from Human Rights & Freedom from Abuse HACC Objective 1: Access to Services HACC Objective 2: Information and Consultation HACC Objective 5: Confidentiality and Access to Personal Information HACC Objective 6: Complaints and Disputes HACC Objective 7: Advocacy Clients Rights The client, or with their permission, their carer has access to all information about themselves held by Holdsworth. In cases where a client has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements. The client, and with their permission, their carer should be involved in decisions about service provision. They should be aware of all the options available, and any change to fees. Clients should be aware of the standard of service that they can expect. Services should be provided in a safe manner which respects the dignity and independence of the client, and is responsive to the social, cultural and physical needs of the client and the needs of the carer. Clients access to services should be decided only on the basis of need and the capacity of the agency to meet that need. Clients have the right to refuse a service and refusal will not prejudice their future access to services. Clients have the right to complain about the service they are receiving without fear of retribution. Complaints by clients will be dealt with fairly, promptly and without retribution. The consumer may involve an advocate of their choice to represent his/ her interests. Clients views will be taken into account in the planning and evaluation of the service. Clients rights to privacy and confidentiality will be respected Clients Responsibilities A client should let the agency know if he/she is not able to come on an outing, or cannot be at home if a home visit is scheduled, or transport is arranged. Clients should act in a way which respects the rights of other clients and Holdsworth staff. Clients need to take responsibility for the results of any decisions that they make. Clients should play a part in helping Holdsworth to provide them with appropriate services CLIENT COMPLAINTS Information pertaining to Client Complaints is found in the Client s Handbook and presented to and explained to clients at the time of assessment and review Cross Reference to DSA and HACC Standards DSA Standard 7: Complaints and Disputes HACC Objective 6: Complaints and Disputes HACC Objective 7: Advocacy 29 P age

30 Guiding Principles Clients have a right complain about the service they are receiving without fear of retribution and can expect complaints to be dealt with promptly. Holdsworth Staff will take steps to ensure that clients feel comfortable to continue accessing the service after making a complaint. The client has the right to use an advocate of their own choice to negotiate on their behalf with the staff and management of Holdsworth. This may be a family member or friend, or an agency e.g. Older Person s Rights Service or Disability Rights Service. All complaints are to be recorded on a Complaints Record Form, which is to be completed by the Coordinator. All complaints are to be kept confidential and should not affect any further provision of services Client Complaint Procedure Clients are first encouraged to raise their complaint with the staff member concerned. If the client is not satisfied with the outcome, or not happy to discuss the issue with the staff member concerned, they should contact the Coordinator, or use an advocate to negotiate on their behalf. If the issue is still not satisfactorily resolved, the client should raise the issue with the CEO. If the issue is still not resolved to the client s satisfaction, the client should raise the issue with a member of the Board. If after approaching the above people, the issue is still not resolved, the client can complain to one (or all) of the following bodies: o Commissioner of Community Services o OOSH o Woollahra Council (Community Services) Clients should be informed of the outcome of their complaint and asked for their feedback on the complaints procedure Client Advocates An advocate is a person who, with the authority of the client, represents the client s interests. Clients may use an advocate of their choice to negotiate on their behalf. This may be a family member, friend or advocacy service. Advocates will be accepted by Holdsworth as representing the interests of the client. Advocates may be used during assessments, reviews, and complaints or for any other communication between the consumer and Holdsworth. Guidelines for Advocates are included below. Consumers wishing to use an advocate should inform Holdsworth in writing of the name of the person they wish to negotiate on their behalf. The client has the right to change their advocate at any time and should inform Holdsworth of any changes in writing. Authority to Act as an Advocate appointing/ changing form is included below. Staff should make sure clients are aware of their right to use an advocate, and should regularly remind consumers of this option. This information is available in the Client s Handbook and should be explained at formal assessments and reviews and through information discussion as well as in writing in the organisation newsletter. Holdsworth staff will receive training in the use of advocates. Holdsworth staff have a list of suitable advocate organisations for use by their clients. Guidelines for Client Advocates If a client of Holdsworth has asked you to be their advocate, this means they would like you to act on their behalf in their dealings with the service. You may be a family member or friend of the consumer or a member of an advocacy service. Being an advocate may mean your attendance or involvement will be required during assessments and reviews of the client s situation and service received, or if the client wishes to communicate or negotiate anything with the service or loge a complaint about the service. 30 P age

31 We ask our clients to complete an Authority to Act as an Advocate Form when they wish to appoint or change their advocate. Clients are free to change their advocates whenever they wish, however, we request a new Authority Form be completed each time to ensure service staff are always clear the client s advocate. As an advocate of a client we ask you to be aware of the following and ensure that: o The client has given their written authority for you to act as their advocate; o The service is aware that you are acting as the client s advocate; o o o o o o You always act in the best interests of the client; The client is aware of any issues and developments in relation to the services they receive and which you, as their advocate, may be involved in; The client is kept informed of any developments; You are familiar with the contents of the Client s Handbook and the details of the client s care plan; You encourage the client to provide feedback to you about the services they are receiving; Advice the service about any changes in client circumstance and any concerns about changing client needs HCC FEES Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access DSA Standard 8: Service Management HACC Objective 1: Access to Services HACC Objective 3: Efficient and Effective Management Guiding Principles This policy is based on the National Fees Principles, and HACC Standards. o NOTE: It does not include external venue entry fees or charges to clients. The Commonwealth Department of Family and Community Services and Indigenous Affairs (FACSIA) provide fee subsidies for these services The Centre provides an additional fee reduction for families with more than one child enrolled in these services. The same exclusion applies to the hiring of the Centre grounds and buildings. Though this is a community service, there is no reduction available in the set fee for any persons contracting to hire the Centre. Holdsworth charges fees for the provision of services. This is a necessary action as the fees collected are used in conjunction with funding subsidies to meet the cost of providing client services. o The Centre is a not for profit organisation and all fees collected are expended in provision of client services. Fees for Holdsworth activities are reviewed annually between January and February, during the budget preparation process, in consultation with senior staff and the Board of the Centre (including WMC). o Each year the proposed new fee schedule for the Centre is presented to the Centre s Board for discussion and approval. Once approval has been granted the fee schedule is provided to Woollahra Council for inclusion in its annual budget preparations. Council places its proposed budget and schedule of fees, including those for the Centre, on public exhibition to allow resident comment and submission before the budget s final adoption late in the financial year. o Every effort is made to keep the fees at an affordable level in recognition that many of the Centre s clients have a limited capacity to pay for services. However, the payment of a fee for service by clients who have a capacity to pay is endorsed. 31 P age

32 o Clients who are assessed as being in need of a service are eligible to receive the service, regardless of their ability to pay. Fees are not charged for the provision of information, advice or referral services, or the services of volunteers Assessment of Capacity to Pay Fees Information will be obtained from each new client as to their source and level of income, and any other HACC services they are currently receiving and paying for. The assessment will be based on the client s own statement of their income. Details will not be required. Clients will be asked to advise Holdsworth within 30 days of any significant changes in circumstances that may alter their status in relation to the payment/non-payment of fees (e.g. receipt of compensation payments, compensation payments cease etc). In cases of hardship or where clients request assistance, the fees can be waived. Clients will be advised and reassured that services will be not refused or withdrawn if they are unable to meet the fee. Clients, potential clients and their advocates may lodge an appeal with the Program Coordinator if they are unhappy with the level or extent of fees charged. This can be done in writing or by telephone and only requires that the client ask the Coordinator to review their fees. (see also Client complaints procedure) If clients or their advocates are not happy with the outcome of their appeal they can address their concerns in writing to either the CEO or the Chairperson of the Holdsworth for further consideration Payment of Fees All clients will be advised of the fees associated with any service at the time assessment or introduction of the service. Clients will be notified in person where feasible, by mail and through the Centre s newsletters at least 2 weeks prior to any increase in the fee associated with the services they receive. Fees are collected from clients at the time of service provision by the staff members delegated to this task. At the end of the activity fees collected are recorded by that staff member, banked through the Centre s internal recording and receipting system, and placed in the Centre s safe until all income is banked once weekly. In charging fees for service the following principles will apply: o The full cost of the service will be charged if clients are receiving or have received compensation payments intended to cover the cost of community care. o Clients who cannot afford to pay for a service are not refused service outright. o Clients who can afford to pay for a service are charged the stated fee. o Clients with a similar capacity to pay who receive a similar type or level of service are charged the same fee. o Clients on low incomes (social security benefits or equivalent) with high and/or multiple support service needs will not be charged for more than 4 services weekly Centre Hire The purpose of hiring is to provide a local venue for Woollahra LGA residents for a range of activities. Hiring also generates income for the Centre which helps cover the cost of maintaining the Centre and its grounds. Weekend Hire Children s Parties The Centre will only hire out the Centre grounds, hall and kitchen area at the weekends. We will not hire out the Library. The priority for weekend hire will be for birthday parties for children under 12 years of age. Times: For children s parties, hiring session times are: Saturdays: Morning session: 9.00 am -12 noon Afternoon: pm Sundays: Afternoon only: pm 32 P age

33 Set Up and Clean Up Hirers may arrive one hour prior to this booking time to set up for their party, and may leave one hour after this booking time, to allow for cleaning up. To allow nearby residents some quiet time, the space is not hired out on Sunday mornings. The Centre is one of Woollahra Municipality s open spaces and we provide notices to put up on the gates when the Centre is being hired for a private function. Cost The booking fee for a children s birthday party is subject to the current fee schedule. A key deposit is required to be paid when the key is collected the Friday before the party. The deposit will be returned to the hirer upon return of the key on the Monday following the booking. Refunds If a hirer claims a refund for the hiring fees, each case will be investigated individually. Booking Procedure All bookings are to be made in person at the Centre. Cheques and cash are accepted. Hirer will be issued with a receipt stating the amount paid and party hire time confirmed. Upon payment bookings will be documented in the Centre Hire Diary and the Centre Hire Planning Board. Hirer is supplied with a copy of the Information and Conditions booklet on hiring the Centre for a Children s Birthday Party. This states the hirer s responsibility to collect the key from the Centre by 5pm on the Friday before the party. As a courtesy we will try to contact the hirer on Friday afternoon if the hirer has come to collect the key. The Centre will keep a record of all keys and deposits provided and supplied for this service. Centre staff are not available after hours or at the weekend to open up the Centre should a hirer forget to collect the key. Conditions The Centre recognises the residential nature of the surrounding streets of the Centre. To this end we have developed booking restrictions to minimise noise for those residents, and also to avoid problems occurring with mess and risk for babies for the Monday morning playgroup at 10am. These restrictions are: o There is an upper limit of 35 children at parties, and only one child s birthday per booking (other than multiple birth families). o Children s entertainers, or any other person, must not use megaphones, microphones or any other amplification of sound. o There can be no doubling of family/friends parties. Only one child s birthday per booking other than multiple birth families. o Absolutely no animals are allowed in the Centre at any time. This includes pony rides and the dearly beloved family pet. o The Centre, both buildings and grounds, is a smoke free area. Smoking is prohibited. Guests are asked to go outside the gates if they want to smoke. o Alcohol consumption on the premises to be kept to a minimum. o All garbage to be taken away with the hirer and not left on the premises or in the Centre s garbage bins. o Chairs and tables to be returned to the appropriate cupboard and the grounds checked for rubbish, decorations and small toys which may be hazardous to small babies. o All equipment and lights to be turned off and Centre locked and left secure. Centre Clean Up and Public Holiday Bookings 33 P age

34 The Centre s cleaner arrives at 5.00 pm each Sunday to clean the outdoor area for Monday morning. The Centre will NOT hire out the above space during certain weekends of the year, being the weekend at the end of each OOSH Vacation Care period to allow for maintenance and clean up on the Sunday and respite for local residents on the Saturday and the weekend following the closure of the Centre for Christmas. The Centre will hire out the above space on public holidays other than Good Friday and Easter Monday. Hiring will be made available on Easter Saturday and Sunday. Weekend Hire for Purposes Other than Child s Birthday Party Requests for hire for purposes other than a child s birthday party during the specified periods above should be submitted to the Board for consideration. Consideration will be given to those hirers with aims consistent with the aims and objectives of the centre. Such requests will be at the discretion of the management. Evening Hire Holdsworth will hire out the hall/kitchen area in the evening when programs are finished. Times: From 7:00pm to 9:00pm. Hirers must vacate the premises by 9:30 pm which allows for ½ hour clean up time. The hiring of the library will be considered on a case by case application to the Centre. The maximum number of people attending an evening hire is 20. The cleaning/rubbish policy above applies to this group. Holdsworth activities These are given priority for hall hire at no charge. If other groups wish to hire the hall, we will endeavour to relocate the Centre s activities to the library (if appropriate). Community Programs (Not for Profit Groups) Donation to Centre will be requested. This category allows for programs of interest to the local community. These programs are to be to be open to the local community and the organiser is required to prepare promotional material to the Centre for inclusion in the Centre s quarterly newsletter. All community groups are to prepare a letter of request detailing the purpose of the hire in order to determine whether the group falls into this category. Organisations / Strata Plans / Closed Groups These meetings are not open to the public. This category allows for strata and other groups have a suitable meeting area to conduct meetings as the local area does not have similar facilities for this purpose SAFETY PRECAUTIONS IN SERVICE DELIVERY Please refer to the Holdsworth OHS&E Manual pertaining to all safety precautions which need to be observed in the effective delivery of Holdsworth services. This includes (but is not limited to information on): Back Care Health and Hygiene Procedures Protective Clothing General Safety Precautions Management of challenging behaviours Management of client medication Epilepsy Child Protection (also included as a standard screening requirement, which must be assessed before employment will be offered. Included in the Holdsworth Human Resources Manual). 34 P age

35 11.15 PROTECTION OF HUMAN RIGHTS AND FREEDOM FROM ABUSE Cross Reference to DSA and HACC Standards DSA Standard 10: Protection of Human Rights and Freedom from Abuse HACC Objective 2: Information and Consultation HACC Objective 3: Efficient & Effective Service Management Guiding Principles Holdsworth upholds the rights of clients to be free from sexual, physical and emotional abuse. The service emphasises the role of the CEO and Program Coordinators in monitoring service delivery and ensuring that abuses are identified and appropriate action taken in accordance with mandatory reporting requirements. Holdsworth recognises the importance of training clients in reporting and selfprotection to facilitate appropriate responses to incidences, which could lead to some form of abuse from other clients, service providers or members of the community. People have a right to live safely in their own homes, free of violence, abuse, neglect and exploitation. People are entitled to make their own decisions on matters affecting their lives. People are entitled to participate in the development and implementation of services, policies and programs affecting them. People are entitled to autonomy and dignity. The welfare, rights and interests of people should be of paramount consideration in decisions affecting them. People are entitled to comprehensive accurate and accessible information and advice about their right and options, to enable them to make informed decisions. People should be provided with assistance that is culturally and linguistically appropriate. Communities of non-english speaking backgrounds should be encouraged and supported to establish infrastructures and services to meet the needs of the people within their community that cannot be met by mainstream services Definitions Physical Abuse The infliction of physical pain or injury is physical abuse: examples include punching, hitting, shoving, slapping, burning, choking, physical restraint and other forms of physical violence. Psychological Abuse The infliction of mental anguish, including actions that lead to fear of violence, to isolation, deprivation, feelings of shame, indignity, diminishment or powerlessness. Examples include treating an older person as a child, humiliation, emotional blackmail, blaming, swearing, intimidation, name calling and isolation from friends and relatives, threats of injury to the victim or their pets. Economic / Financial Abuse The illegal or improper use of the client s property or finances. Examples include misappropriation of money, valuables or property, forced changes to wills or other legal documents, and denial of the right to access, or control over, personal finances. Neglect The failure to provide adequate food, shelter, clothing, medical or dental care. This may involve the refusal to permit other people to provide appropriate care. Examples include abandonment, non-provision of nourishing food, adequate clothing or shelter, inappropriate use of medication (including over medication) and poor hygiene or personal care. Sexual Assault and Abuse Sexually abusive or exploitative behaviour ranging from violent rape to indecent assault and sexual harassment. 35 P age

36 Specific Responses Believe the person. Ask about the person's immediate safety. What is the type and pattern of abuse, relationship and level of dependence on the abusing person? What does the person want to do? Is the person able to make decisions and take action? Are there family or existing support services which could help? What services are already in place? Are they aware of the abuse? Has anything been done already? On the basis of the information provided, you need to decide the most appropriate person/s to refer to. This may be the person's doctor, a geriatric and rehabilitation service, a domestic violence service, a community health service, the police, a lawyer or the Guardianship board, a home support service, or relatives or friends. It is essential that the link to helpful services is made effectively and that people do not give up through fear or frustration. It may be a matter of life or death. o Wherever possible the names and phone numbers of the contacted referral agencies/persons should be obtained in order to allow client follow-up. For referral services for children, please reference the legal requirements of the mandatory reporting process. You may need to provide information about abuse and about services and options available. Follow-up should occur as soon as seems necessary (within hours or a day). At the least, follow up must occur after one week and thereafter weekly until the matter is resolved. Dealing with abuse of clients can be emotionally draining and difficult. It is important to talk it over with co- workers Confidentiality Information given is not passed on to any other person. It is desirable all reports of abuse be discussed with co- worker/supervisor at an appropriate time but generally within 24 hours of the report, unless more urgent assistance is needed. It may be appropriate to seek the person's permission to discuss the situation with other workers or agencies in order to make appropriate referrals. Whilst confidentiality is important there are times when other considerations over-ride confidentiality (e.g. criminal assault, duty of care, mandatory reporting). We cannot therefore guarantee total confidentiality, and the client must be advised of this CLIENT EXIT PROCEDURES Cross Reference to DSA and HACC Standards DSA Standard 1: Service Access DSA Standard 3: Decision Making and Choice HACC Objective 3: Access to Services Guiding Principles Holdsworth recognises that clients may exit services from choice (client initiated) or by other means (service initiated) Client Initiated Exit Non Controversial A Client s changed circumstances e.g. for HACC services, an improvement or deterioration in health, moving out of the area, a preference for family or commercial services provision of support, or no longer interested in the service or activity. 36 P age

37 Controversial Clients may have expressed dissatisfaction with the service or some aspect of its delivery, and decided to withdraw. There may have been a dispute between a client and another client or with a staff member, volunteer or student that has left the client feeling sufficiently unhappy or uncomfortable enough to cease their participation. A client could possibly have been involved in a trauma/accident while participating in one of the Centres services or activities Service Initiated Exit Non Controversial This could result from planned changes in service delivery to the client, or reported changes/improvements in the client s circumstances. Controversial Reasons for service initiated exit of a client from services or activities may result from client misbehaviour, an inability to deliver service due to OH &S or risk management considerations, or a forced reduction of services due to funding constraints Exit Procedure In all circumstances a record will be kept on the client file recording the reason for exit from services or activities. The client is given the opportunity to provide feedback on service delivery. The client will be assured that they will not be discriminated against should they reapply for service at a later time. If there has been dissatisfaction or dispute, the client will be referred to the Centre s Client Complaints policy and procedures, and provided with information, support and complaint forms. A record will be kept of the process followed in all dispute resolution activities, and placed on the client file. With planned changes to service delivery, the client will be involved and informed in the process and method. All clients will be given fair and adequate notice of proposed changes in service delivery. Clients will be presented with options wherever possible or wanted, for example referral to another agency that may be able to assist with their specific needs, or the choice of another service or activity of the Centre. Where appropriate, clients will be sent a letter explaining the changes made and the reasons for the changes. Clients will be made aware of their right to appeal against decisions and the process for doing so. When the exit is service initiated due to client misbehaviour, the relevant Coordinator will endeavour to resolve the problem with the client. In this process reference will be made to: o Client rights and responsibilities o Client rights to natural justice and affair hearing o The procedures being followed to document the process, including phone calls, interviews, home visits, letters and final letter of notice to withdraw services. o A report will be made by the Coordinator to the CEO and the Board, of the process and outcomes. o The options for referral to other agencies for provision of services. o Ensure the client is aware and informed of their right to appoint an advocate to speak or act on their behalf Information on clients exiting services or activities will be included in monthly Program reports to the Board. The reasons for client withdrawal will be reviewed at least quarterly, collated and used for service planning. 37 P age