Wide Bay Respite Services Supporting the caring role of families. Service Management Policy

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1 Service Management Policy Organisation Structure Flowchart Legislation / Industry Standards Department of Communities, Child Safety & Disability Services (Funding Body) Board of Management Other Agencies Wide Bay Respite Services Assoc. Inc. Manager Families (Clients) Staff Last Reviewed: Page 1 of 9

2 Pol: 8.1 Management Wide Bay Respite Services will have policy; resources and strategic plans that will ensure efficient and effective management practices are maintained. To ensure the organisation has implemented accountable, management practices in line with appropriate Service Agreement/s. Action The following process enables this organisation to meet its objective of designing and delivering services using efficient & effective systems. Process An elected Management Committee, with community and client representation, will be responsible for all decisions in relation to this service. The Management Committee will be responsible for acquittal of funds in line with Service Agreement/s. The Management Committee will ensure Strategic Plans, Operational Manuals and Annual Reports are developed that reflect the goals, objectives, strategies and performance measures of the Organisation. Content Where possible, the organisation will involve clients, carers and interested community members in the development and provision of services through: o o o Representation on the Board of Management, Formal feedback through client feedback forms and client forums Informal feedback through assessment, Individual Plans, referral, reviews and face to face visits The organisation will provide audited financial statements to demonstrate the acquittal of all resources received for the project. The organisation has a Policy Folder that directs the processes and protocols staff are to follow for a wide variety of responsibilities. Staff are encouraged to identify and participate in the development of policies where gaps are identified. Clients and their carers may access the service based on the legislative indicators of the appropriate funding guidelines. Last Reviewed: Page 2 of 9

3 Any additional resources received by this organisation will be utilised back into direct service delivery to meet the demands of the target group in the community. All staff employed by the organisation will undergo an induction program every 12 months to clarify roles, build team cohesion and attend professional development sessions (e.g. cultural awareness training, dementia care etc as required). Staff will attend organisation staff meetings, and are encouraged to attend meetings outside of the organisation to build on their professional expertise and knowledge of other service providers. POL: 8.2 Early Identification & Intervention Wide Bay Respite Services will have policy, resources & strategic plans that will ensure coordinated, planned & reliable service delivery to clients. This organisation promotes early identification of, & intervention in, potential & early stage health problems experienced by individuals, groups & the community. Early identification & intervention is an integral component of quality care provision directed towards enhancing the health & wellbeing of individuals, groups & communities. Process: The service will undertake ongoing assessment, review & evaluation of client s needs through ongoing evaluation which will identify & prioritise current needs. Based on assessment, review & evaluation outcomes, the service will develop strategies that address at an early stage, factors which contribute to unwanted individual or family outcomes. Where resources permit, staff will be encouraged to undertake appropriate training to enhance their knowledge & skills in the area of early identification & intervention. Last Reviewed: Page 3 of 9

4 POL: 8.3 Workplace Health & Safety Wide Bay Respite Services considers its responsibility for Workplace Health & Safety to be the equal of other key service goals. It is our policy to conduct our activities in such a way that protects the health & safety of all employees, volunteers, clients & visitors at the workplace & to actively encourage safe work practices. To ensure all services & work practices are undertaken in a safe & healthy environment. Action: Process: To achieve this policy, specific responsibilities as detailed below will be implemented. The Management Committee of Wide Bay Respite will: Comply with all relevant legislation & statutory requirements, codes of practice & industry standards & make adequate provisions of resources to meet those requirements; Promote health & safety awareness & develop healthy & safe working procedures; Provide adequate protective equipment; Provide information, training, instructions & supervision on the use of protective equipment; Consult with staff members on health & safety matters & on ways to reduce workplace hazards & improve work systems; Maintain effective accident & incident analysis & hazard reporting systems; Encourage rehabilitation of injured employees; & Set health & safety objectives & regularly review performance against these objectives. Employees & volunteers will: Comply with all relevant legislation & statutory requirements, codes of practice & industry standards; Comply with healthy & safe working practices; Wear appropriate protective equipment; Report & participate in analysis of any hazards, accidents & incidents at their place of work; & Last Reviewed: Page 4 of 9

5 Accept responsibility for protecting themselves & others in the workplace. Content At induction to Wide Bay Respite Services all new staff & volunteers will be provided with relevant information & appropriate training on matters relating to Workplace Health & Safety including: o Current legislation & statutory requirements o Current codes of practice o Current industry standards o Safe practice o Fire & evacuation procedures o Safety & security when dealing with aggressive & challenging behaviours o Reporting of accidents, incidents & hazards; o Participation in analysis of trends in accidents, incidents & hazards; & o Attendance & participation in training & information sessions related to Workplace Health & Safety. Wide Bay Respite will ensure annual Workplace Health & Safety Audits are conducted to determine the extent of conformity to workplace health & safety practices & to encourage development of systems to improve risk management risks in the workplace. Wide Bay Respite will ensure annual fire & evacuation training & audits. All employees & volunteers, on identification of a hazard, incident or accident, will immediately inform the Coordinator or the Manager to take steps to minimise any immediate danger & alert other staff members about the nature of the problem. On identification of a hazard, the employee will fill out the Hazard Report Form to notify the employer of any hazardous condition, or work practice. In the event of an accident or incident management will ensure the Workplace Incident/Accident Report is filled out & sent to the appropriate Office of Workplace Health & Safety Queensland. Where appropriate, a risk management strategy should be developed for all service activities which includes the areas of o Manual handling; o Hazardous substance; o Plant & equipment; o Noise; o Workplace environment; & Last Reviewed: Page 5 of 9

6 o Security. Risk management processes will include: Wide Bay Respite Services o Identification of current practices; o Assessment of the risk of injury or unsafe practice; o Adoption of measures to reduce or eliminate the risks identified; & o Review of the effectiveness of any modifications to practice. Wide Bay Respite will enable a Workplace Health & Safety Representative(s) to represent staff on health & safety issues. The Workplace Health & Safety Representative(s) will be responsible for: Conducting regular workplace health & safety inspections; Assisting in resolution of workplace health & safety issues; Reporting any issue relating to workplace health & safety to Management of (Organisation Name) &/or the Workplace Health & Safety Officer; Attending any established Workplace Health & Safety meeting; & Attending any prescribed training & information sessions relating to areas of responsibility. Last Reviewed: Page 6 of 9

7 POL: 8.4 Safety & Security Wide Bay Respite Services will identify & address safety & security issues for all those who work for or utilize the service of the organisation. Violent behaviour produces damaging or hurtful effects, both physical & / or emotional on other people. There is a potential for staff to be victims of violent behaviour. Process: Threats: Staff must take threats seriously & report them to management immediately. Initial Steps: Notification of violent behaviour or threats must be recorded on an Incident Report. Processes should be determined to ensure staff are made aware of any safety or security situation prior to initial with a client. If a known violent & / or threatening client is likely to visit the organisation, staff must be made aware of strategies to cope with any incident that may occur. In-Home Care: Where the possibility of danger is considered & staff are working in the client s home, the staff member should always notify the Coordinator or the Manager immediately. Staff phone numbers: No staff member s personal phone numbers are to be given out to clients. Recognized emergency phone numbers & / or local Hospital phone numbers are to be offered for out of hours contact. When violence occurs: An incident form is to be completed. Counselling or debriefing will be accessed through the Coordinator or the Manager. Last Reviewed: Page 7 of 9

8 Training: All staff will have access to training on how to manage aggressive situations. Ongoing improvement: An annual Safety & Security Audit will be conducted by the Coordinator or appropriate delegated staff member to ensure Workplace Health & Safety regulations & requirements are being met. Last Reviewed: Page 8 of 9

9 POL: 8.5 Critical Incident Stress Debriefing Wide Bay Respite Service will follow an action plan for Critical Incident Stress Debriefing. To establish & maintain: Safe work practices & procedures All staff are supported after an incident, which may have the potential to cause long-term stress. Process The level of response to an incident will be dependent upon each particular incident & staff involved As a guide, the following actions are recommended as a minimum standard: o Initial debriefing to occur within 48 hours after the incident. o Further follow up to occur 2 weeks after initial debrief. An incident involving one or two staff members should be managed internally by appropriate, trained staff members. An incident involving the majority of staff should be managed by an external person to debrief the organisation (for example, Queensland Ambulance Service, Queensland Police Service, Mental Health Coordinator, qualified Counsellor). Any staff member who experiences prolonged distress will be referred to an appropriate counselling service. Last Reviewed: Page 9 of 9

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