Home

Service Manual

Contents

1. Clients and their carers should be actively encouraged to provide feedback about the services they receive Service Providers of Care Assess must accept a complaint regardless of whether it is made orally in writing or anonymously Care Assess are also responsible for the services contracted to you and provided by you to our clients on our behalf as a Contractor This includes the responsibility to resolve any complaints regarding the subcontractor Care Assess Service Providers of Care Assess are required to notify Care Assess of the receipt of any complaint regarding one of our clients as soon as practicably possible but not later than 1 working day after receiving a complaint Care Assess have effective appropriate processes in place to receive record and resolve complaints These processes include consideration of people with special needs such as people with vision or hearing impairments and people from culturally and linguistically diverse backgrounds Care Assess inform all clients about the mechanisms available for dealing with complaints made by or on behalf of our clients Should a complaint regarding a Contractor be escalated to the Department for management Care Assess will retain responsibility for liaison with the Department and ensuring Service Providers of Care Assess comply with all reasonable requests directions and monitoring requirements requested by the Department Service Providers of Care Assess contracted to C
2. Bullying Sample Policy Drug and Alcohol Sample 2 Policy Health and Safety 1 Sample 21 Policy Health and Safety 2 Sample 21 Policy Workplace Stress Sample 41 Sample registers O Register Chemical Sample 2 o Register Competency Sample 21 o Register Training Sample 18 TELEPHONE NUMBERS NAME NUMBER Emergency Numbers Police Ambulance Fire Service Care Assess South 6244 7700 Care Assess North 6331 0803 Care Assess North West 6423 7900 Poisons Information Centre 131126 Tasmanian WorkCover 1300 776 572 Advocacy Tasmania 1800 005 131 19 OTHER RESOURCES 1 Commonwealth HACC Program Manual http www health gov au internet main publishing nsf Content ageing hacc manual htm 2 APS Code of Conduct http www apsc gov au conduct 3 Charter of Rights and Responsibilities for Community Aged Care http www health gov au internet main publishing nsf Content ageing charter rights htm 4 Community Care Common Standards Guide www health gov au internet main publishing nsf Content ageing publicat commcare standards htm 5 Community Packaged Care Guidelines 2011 www health gov au internet main publishing nsf Content ageing cacp quidelines htm1 6 On the record Guidelines for the prevention of discrimination in employment on the basis of criminal record http www humanrights gov au human_rights criminalrecord on_ the record inde x htm
3. e ensure adequate security measures are in place including the storage of any client related information and files both paper and electronic in locked cabinets and in the case of electronic files with appropriate data security e ensure all electronic files are appropriately stored with adequate file back up and storage mechanisms in place e keep client records for a minimum period of seven years following the cessation of service delivery and e keep accurate records of business operations including financial transactions for a minimum period of seven years Client progress notes Service Providers of Care Assess are to maintain client progress notes in a client file This requirement for client progress notes is entailed in the requirement above for maintaining up to date and accurate records detailing services provided Progress notes also serve as an important communication strategy to ensure reliable handover and care continuity between workers and between providers These records are also required to form the basis of evidence in any investigation or inquiry Requirements related to maintaining Client progress notes e Depending on a client s program requirements Care Assess may provide the client file to the client or the provider which remains the property of Care Assess and in that case Service Providers must maintain client progress notes in Care Assess client file e Inthe case of more than one Service
4. subcontractor or volunteer a client is seriously injured and the standard of services provided may have been a contributing factor the serious injury has an obvious and direct correlation to the services the person was receiving and the serious injury is reportable by law If a serious incident occurs If a serious incident does occur as a result of or during the delivery of Commonwealth HACC services Service Providers of Care Assess must respond to the immediate needs of the individual and re establish a safe environment advise senior staff members and immediately notify Care Assess Care Assess is required to immediately notify the Department in writing If a serious incident does occur the Department may request documentation from the service provider to show evidence of how it will manage the serious incident Given this Service Providers of Care Assess may wish to develop Activity Continuity Plans APPENDIX 9 CODE OF CONDUCT Care vasse with you for you CODE OF CONDUCT Purpose Care Assessment Consultants Pty Ltd Care Assess recognises the importance of a work environment which actively promotes best practice The purpose of this Code of Conduct is to describe the standards of behaviour and conduct expected from workplace participants in their dealings with customers suppliers clients co workers management and the general public Care Assess expects all workplace participants to observe the standard
5. AND SAFETY Work Health Safety legislation has replaced the previous legislation known as Occupational Health and Safety OH amp S legislation following the implementation of the Work Health and Safety Act 2011 Service Providers of Care Assess must provide a safe and healthy workplace for all their employees and volunteers in accordance with the relevant Commonwealth and state WHS legislation as well as WHS codes and standards Home and Community Care Aged Program Program Manual P 32 Additionally codes and standards relating the Australian Building Standards that relate to facilities vehicles and other physical resources occupied by staff and or volunteers employed by the Service Providers of Care Assess Service Providers of Care Assess must ensure that safety is ensured for themselves their employees and for their clients Your responsibilities as a Service Provider of Care Assess e Provision of adequate work health safety training e Awareness of one s own WHS responsibility e Instructions for work to be performed must comply with legislation e All equipment used in delivery of care or services must be appropriate e All hazards incidents and accidents are reported verbally and in writing on the appropriate Care Assess Accident Incident Form APPENDIX 1 Policy and Procedure Requirements for Service Providers of Care Assess Policy and Procedures that reflect the WHS legislation are a mandated requirement for Service Provider
6. Examples of persons who are not volunteers under this definition include e persons volunteering who are under the age of 16 except where they are a full time student then under the age of 18 e persons who are expressly or impliedly invited into the client s home by a client for example family and friends of the client and e persons who only have supervised interaction with clients Definition of unsupervised interaction Unsupervised interaction is defined as interaction with a client where a volunteer is unaccompanied by another volunteer or staff member In regard to volunteers if volunteers are visiting a client in pairs it is not a requirement for either of those volunteers to have a police certificate Definition of an executive decision maker An executive decision maker is e amember of the group of persons who is responsible for the executive decisions of the entity at that time or e any other person who has responsibility for or significant influence over planning directing or controlling the activities of the entity at that time or e any person who is responsible for the day to day operations of the service whether or not the person is employed by the entity In determining who are executive decision makers Service Providers of Care Assess need to consider the functional role individuals perform rather than their job title New staff While Service Providers of Care Assess should aim to ensure all new staff members vol
7. Provider for a client Care Assess will provide the client file to the client which remains the property of Care Assess and in that case all Providers must access and maintain client progress notes in Care Assess client file retained with the client and located at the client s home e However depending on a client s program requirements Care Assess may not provide a client file to the client or to the Provider In this case Service Providers are required to keep their own client file and are required to maintain that file for recording progress notes against all services provided e Wherever Service Providers of Care Assess do maintain their own client file for recording progress notes whether required to or not Providers must if requested provide to Care Assess access and or copies of client notes records 12 and documentation if and when Care Assess demonstrates evidence of obtaining the client s permission to access and or retain copies of those records 7 CONFIDENTIALITY AND PRIVACY Commonwealth HACC clients have a right to privacy dignity and confidentiality You must also not do anything that would breach the Privacy Act 1988 Care Assess is committed to protecting the privacy of all personal information it collects holds and administers Details about clients and carers are to be protected and kept strictly confidential Service Providers of Care Assess must comply with all relevant Commonwealth and State legislation
8. RECORD KEEPING aro ato oi drid 11 7 CONFIDENTIALITY AND PRIVACY occincoccccccnoccccconnnnncnncnnnoncnnonnnnncnnonnnnncncnnnnnes 12 ex QUALITY AND STANDARDS sunset aii gua eeute ita 13 9 SUITABEE PERSONNE Liberia 13 10 EVIDENCE FOR SUITABLE PERSONNEL sidad iia 15 11 SERVICE DELIVERY AND INVOICES 0d Ea 15 12 COMPLAINTS AND FEEDBACK cuina one eine aie 16 13 ACKNOWLEDGING THE COMMONWEALTH AND CARE ASSESG 04 16 14 CONFIG TS OEI INTERES Td al Res isa 17 15 DISPUTE RESOLUTION ins 17 16 INSURANCE Saa cias 18 ifs WORKCOVER RESOURCES arado 18 18 TELEPHONE NUMBERS id oa 20 195 OTHER RESQUACES oia an 20 APPENDIX 1 ACCIDENT INCIDENT REPORT FORM cceseeeeeeeeeeeeeeeeees 22 APPENDIX 2 COMPLAINTS COMPLIMENTS BROCHURE coooocccccconocnccnccnnnnccnccnn 24 APPENDIX 3 HAZARD REPORT FORM 0 Error Bookmark not defined APPENDIX 4 THE COMMUNITY CARE COMMON STANDARDSError Bookmark not defined APPENDIX 5 CHARTER OF RIGHTS AND RESPONSIBILITIES FOR COMMUNITY CARE 00d A aia ea 28 APPENDIX 6 COMMONWEALTH HACC PROGRAM POLICE CERTIFICATE GUIDELINES JULY 20 Binario pool 30 APPENDIX 7 STATUTORY DECLARATION TEMPLATE 38 APPENDIX 8 SERIOUS INCIDENTS eee eeeeeeneeeeeeeeeeeeeeeeeeeeeeeeseneeeeeeseaneeeeee 40 APPENDIX 9 CODE OF CONDUC Tiara 41 1 INTRODUCTION This Service Manual this Manual applies to all representatives of Care Assess providing services to HACC or Co
9. Service Providers of Care Assess are responsible to comply with the Commonwealth HACC Program Police Certificate Guidelines See APPENDIX 6 Requirements for National Criminal History Checks police checks for relevant staff in aged care came into effect on 1 March 2007 The requirements apply to all relevant staff members Service Providers of Care Assess and volunteers as defined in the legislation and the detailed Guidelines of aged care services subsidised under the Aged Care Act 1997 the Act Approved Providers of community care services such as Care Assess cannot employ hire contract or accept people as an employee or volunteer without a current National Criminal History Check National Police Record Check 14 Care Assess in accordance with legislative requirements is obligated to ensure that each relevant Service Providers of Care Assess has a current National Criminal History Check Care Assess is required to ensure that employees and volunteers have obtained within the previous three years a National Police Certificate or appropriate statutory declaration and that the certificate or declaration indicates that the person is a suitable person to provide services to clients and or carers Permits and licenses Service Providers of Care Assess are to obtain the necessary approvals permits authorisations and licenses that are required in order to meet their obligations under the Contractor Agreement Training and Qualificatio
10. and policies regarding e collection use and disclosure of personal information and e clients rights to access their personal information Service Providers of Care Assess must also put in place practices and processes that support privacy and confidentiality These include e each client s right to privacy dignity and confidentiality being respected e consideration of special needs groups e__staff volunteers being aware of and respecting clients right to privacy and e documented policies and procedures for these practices and processes Service Providers of Care Assess must also not use any information provided to you about Care Assess clients for any other purpose other than the purpose for which it is provided A breach of confidentiality may result in termination of the contract Disclosure of Service Provider details Care Assess will be required by the State or Australian Government funding provider to disclose the name and contact details of any agency business individuals providing services on behalf of Care Assess 13 8 QUALITY AND STANDARDS Care Assess must comply with the Quality Reporting Program QRP which is the Australian Government s mechanism for monitoring the quality of services provided by funded organisations such as Care Assess We are required to report on how our services meet the Community Care Common Standards the Common Standards Service Providers of Care Assess have an integral ro
11. in respect of all individuals or where staff are contracted through another agency evidence of contractual arrangements with the agency that demonstrates the police certificate requirements The Community Care Common Standards outline the requirements for Service Providers of Care Assess to have appropriate policies and procedures in place to manage relevant legislative and regulatory requirements for police checks Specific references to police checks requirements are made in Standard 1 Effective Management Expected Outcome 1 2 Regulatory Requirements and Expected Outcome 1 7 Human Resource Management Under the Community Care Common Standards quality reviewers may check the currency of a service provider s police checks and that they have appropriate systems and procedures in place to ensure police checks remain current 6 POLICE SERVICE CONTACT DETAILS Australian Federal Police for ACT Phone 02 6202 3333 http www afp gov au what we do police checks national police checks aspx Tasmania Police Phone 03 6230 2928 http www police tas gov au services online police history record checks APPENDIX 7 1 hsert the name adcress and eocupation of person making the declaration 2 Set out matter Cedared ta in numbered paragraphs 3 Signature of peson making the cedaration 4 Place 5 Day 6 Month and year 7 Signature of person betre whem the Cedaration is made see wed 8 Ful name quaitication and a
12. offences committed when the person is younger and particularly under the age of 18 years The service provider may place more weight on offences involving vulnerable persons Decriminalised offence whether or not the conduct that constituted the offence or to which the charge relates has been decriminalized since the person committed the offence Employment history whether an individual has been employed since the conviction and the outcome of referee checks with any such employers Individual s information the findings of any assessment reports following attendance at treatment or intervention programs or other references and the individual s attitude to the offending behaviour Pattern whether the conviction represents an isolated incident or a pattern of criminality Likelihood the probability of an incident occurring if the person continues with or is employed for particular duties Consequences the impact of a prospective incident if the person continues or commences particular duties Treatment strategies procedures that will assist in reducing the likelinood of an incident occurring including for example modification of duties Assessing information obtained from a police certificate for executive decision makers Commonwealth HACC Service Providers of Care Assess may use limited discretion when assessing a person s criminal history to determine whether any recorded offences are relevant to performing the functions and d
13. person to speak on my behalf for any purpose 6 COMMENTS AND COMPLAINTS a to be given information on how to make comments and complaints about the care and services receive b to complain about the care and services receive without fear of losing the care or being disadvantaged in any other way c to have complaints investigated fairly and confidentially and to have appropriate steps taken to resolve issues of concern 7 FEES a to have my fees determined in a way that is transparent accessible and fair b to receive invoices that are clear and in a format that is understandable c to have my fees reviewed periodically and on request when there are changes to my financial circumstances d not to be denied care and services because of my inability to pay a fee for reasons beyond my control Responsibilities As a care recipient HACC clients have the following responsibilities 1 GENERAL a to respect the rights of care workers to their human legal and industrial rights including the right to work in a safe environment b to treat care workers without exploitation abuse discrimination or harassment 2 CARE AND SERVICES a to abide by the terms of the written agreement b to acknowledge that my needs may change and to negotiate modifications of care and service when my care needs do change c to accept responsibility for my own actions and choices even though some actions and choices may involve an element of risk 3 COM
14. service Are we meeting your needs feedback careassess com au Our Policy Care Assess encourages feedback from clients as well as their families and visitors This feedback lets us know how well we are doing at service you and enables staff to better understand the needs of the client This is crucial in assisting us to continue to provide the best quality client care All complaints to Care Assess will be received and responded to in compliance with our Complaints and Feedback Policy A copy of this is available upon request Care Assess endeavours to e Encourage clients to come forward with any genuine complaints and concerns e Deal with complaints in a supportive environment e Encourage fairness and impartiality in finding an appropriate resolution Your right to comment It is the right of every client and members of their family to comment or make a complaint regarding the services you receive and care that is provided What will happen if complain If you make a complaint your services will not be affected You will continue to receive the highest quality of care and be treated with the utmost respect How can provide feedback Feedback can be made e In person e In writing by email or letter e Over the phone Use the details in this brochure or ask for a Feedback Form When making a complaint All complaints will be handled sensitively with the utmost discretion while being investigate
15. the workplace Where the workplace participant can be perceived as representing Care Assess all workplace participants are expected to e Comply with all laws policies procedures rules regulations and contracts e Comply with all lawful and reasonable directions from Care Assess e Be honest and fair in dealings with customers clients suppliers co workers management and the general public e Display the appropriate image of professionalism at your workplace ensuring their appearance is neat and tidy e Treat customers clients suppliers co workers company management and the general public in a non discriminatory manner with proper regard for their rights and dignity In this regard discrimination victimisation or harassment based on a person s race colour creed religion national origin citizenship age sex sexual orientation marital status union membership or non membership mental or physical disability or any other classification protected by law will not be tolerated Promptly report any violations of law ethical principles policies and this Code Maintain punctuality If a workplace participant is late or cannot report for work please telephone and let the supervisor know as soon as possible Do not use work time for private gain If a workplace participant is required to leave the work premises for personal reasons they should advise their Manager well in advance Maintain and develop the knowledge and ski
16. MUNICATION a to give enough information to assist the approved provider to develop deliver and review a care plan b to tell the approved provider and their staff about any problems with the care and services 4 ACCESS a to allow safe and reasonable access for care workers at the times specified in my care plan or otherwise by agreement b to provide reasonable notice if do not require a service 5 FEE a to pay any fee as specified in the agreement or negotiate an alternative arrangement with the provider if any changes occur in my financial circumstances b to provide enough information for the approved provider to determine an appropriate level of fee Australian Government Department of Health and Ageing APPENDIX 6 COMMONWEALTH HACC PROGRAM POLICE CERTIFICATE GUIDELINES July 2012 This information is a subset of Commonwealth HACC Program Manual Edition 1 Appendix F These Guidelines have been developed to assist Service Providers of Care Assess with the management of police check requirements under the Commonwealth HACC Program Police checks are intended to complement robust recruitment practices and are part of a service provider s responsibility to ensure all staff volunteers and executive decision makers are suitable to provide services to clients of the Commonwealth HACC Program 1 YOUR OBLIGATIONS Service Providers of Care Assess have a responsibility to ensure that all staff volunteers and executiv
17. accompaniment Activities include o visiting services o telephone based monitoring services and o assisting the person with shopping and other related activities Nursing care Nursing care is the clinical care provided by a registered or enrolled nurse This care is directed to treatment and monitoring of medically diagnosed clinical conditions The care can include recording client observations Nursing care can be delivered in the client s home or in a clinic or other location Nursing care must be provided by a Registered Nurse or an Enrolled Nurse CODE OF CONDUCT Service Providers are required to comply with Care Assess Code of Conduct provided in Attachment 9 The Code of Conduct includes but is not limited to the following requirements for Service Providers of Care Assess Service Providers of Care Assess must abide by the following professional principles e Confidentiality and Privacy Observe a highest standard of ethics and probity in all professional conduct Honest Dealings Act honestly but appropriately in all dealings with workplace participants clients and stakeholders Professional working relationships Respect appropriate professional conduct in all dealings with workplace participants and clients maintaining the highest level of dignity Legal compliance Comply with all legal statutory amp government requirements Quality and safety Act diligently in assessing and controlling all WHS safety risk
18. afer and healthier by providing practical information and tools that are useful to a small business http www workcover tas gov au __ data assets pdf_file 0019 165403 Making_yo ur_small_business_safer_and_healthier pdf e Safe Operating Procedures checklists forms policies and registers 19 http www workcover tas gov au resources employers providing_a_safe_workpl ace Provided below are some examples of the samples available on this site Sample Safe Operating Procedures SOPs O 0 0O 0 0 SOP Blower Vacuum Electric SOP Brush Cutter Line Trimmer Petrol Operated SOP Chainsaw Petrol Operated SOP Edger Handheld Petrol Operated SOP Mower Walk Behind Sample checklists Or 0 OF O Q 9 O 0 0 Or 2G Or 9 Checklist Manual Tasks Sample 21 Checklist Chemicals Sample 21 Checklist Cutting Tools Sample Checklist Electrical Sample Checklist Emergency Procedures Sample 2 Checklist Induction Sample w Checklist Machinery and Equipment Sample 1 Checklist Noise Sample Checklist Rural Hazard Sample 21 Checklist Slips Trips Falls Sample Checklist Vehicle Maintenance Sample 2 Checklist Working Alone Money Public Sample Y Checklist Working at Height Sample Y Sample forms O O O Form Accident Incident Reporting Sample w Form Risk Assessment Sample 1 Form Hazard Report Sample Sample policies OF O 0O On Q Policy
19. are Assess are required to comply with our process for receiving and addressing complaints from Care Assess clients and their representatives including complaints concerning your organisation Service Providers of Care Assess are required to comply with any requests made of your Organisation as part of our process for receiving and addressing complaints concerning your Organisation from Clients and or their representatives In addition Service Providers of Care Assess must not cease providing services to clients or refuse a person access to a service or otherwise take recrimination against any person because they have made a complaint This does not prevent Service Providers of Care Assess from taking any action which is or may be necessary to prevent harm to the client 13 ACKNOWLEDGING THE COMMONWEALTH AND CARE ASSESS 17 Service Providers of Care Assess are required to acknowledge the financial and other support Care Assess receive from the Commonwealth for each service which your organisation delivers to our clients on our behalf The following prescribed wording should be used to make this acknowledgement whether in text or in dialogue e This Service is supported by funding from the Australian Government under the Commonwealth HACC Program to Care Assess This acknowledgement should be done in all e Publications advertising and promotional materials whether published online in hard copy or any other format and e public a
20. ation abuse discrimination harassment or neglect 2 PARTICIPATION a to be involved in identifying the community care most appropriate for my needs b to choose the care and services that best meet my assessed needs from the community care able to be provided and within the limits of the resources available to participate in making decisions that affect me to have my representative participate in decisions relating to my care if do not have capacity 22 3 CARE AND SERVICES a to receive reliable coordinated safe quality care and services which are appropriate to my assessed needs b to be given before or within 14 days after commence receiving care a written plan of the care and services that expect to receive c to receive care and services as described in the plan that take account of my lifestyle other care arrangements and cultural linguistic and religious preferences d to ongoing review of the care and services receive both periodic and in response to changes in my personal circumstances and modification of the care and services as required 4 PERSONAL INFORMATION a to privacy and confidentiality of my personal information b to access my personal information 5 COMMUNICATION a to be helped to understand any information am given b to be given a copy of the Charter of Rights and Responsibilities for Community Care c to be offered a written agreement that includes all agreed matters d to choose a
21. care with you for you Home and Community Aged Care Service Manual For all representatives of Care Assess providing services to HACC or Community Aged Care clients on our behalf This Service Manual applies to all personnel staff volunteers representatives employed or engaged or contracted by Care Assess to provide services to Care Assess clients under the HACC Program or Community Aged Care Program collectively referred to as Service Providers of Care Assess Disclaimer This document does not constitute legal advice and should not be relied upon as such Care Assess does not guarantee the accuracy or completeness of this Manual A reader of these guidelines should obtain appropriate independent and professional advice relevant to their own particular circumstances in relation to the matters discussed in this Manual Care Assess does not accept any liability in negligence or otherwise resulting from the use of or reliance on this Manual It is important to note that this Manual does not supersede any contractual agreements between Care Assess and a subcontractor organisation relating to the delivery of home and community care services or community packaged care services CONTENTS Te INTRODUCTION a 3 A E o ete eat a a cht teak a 4 3 CODE OF CONDUCT Tsunade dle Rete cada 5 4 CLIENT RIGHTS amp RESPONSIBILITIES oooocoonnccccnnonoccccnconanccnncannnncnncnnnnccnncnnnnos 7 5 WORK HEALTH AND SA FE Vettel 7 6
22. ccess of person betre whem the Cedaration is made in printed letters STATUTORY DECLARATION TEMPLATE Commonwealth of Australia STATUTORY DECLARATION Statutory Declarations Act 1959 il make the folowing declaration under the Statutory Declarations Act 1959 2 declare that place a tick or cross in applicable box O since turning 16 years of age have been a citizen or permanent resident of a country countries other than Australia a since turning 16 years of age have never been a citizen or permanent resident of a country countries other than Australia Delete whichever declaration is not applicable and inital beside deletion declare that have never been convicted of any offence in any country OR declare that have been convicted of the following offence s lt Insert details of offence s gt understand that a person who intentionally makes a false statement in a statutory declaration is guilty of an offence under section 11 of the Statutory Declarations Act 1959 and believe that the statements in this declaration are true in every particular 3 Declared att on of Before me Note 1 A person who intentionally makes a false statement in a statutory declaration is guilty of an offence the punishment for which is imprisonment for a term of 4 years see section 11 of the Statutory Declarations Act 1959 Note 2 Chapter 2 of the Criminal Code applies to all offences against the Statutory Declarat
23. d or undertaken prior to the approval of services to ensure that an optimal level of functioning is maintained and that interventions will promote health and independence rather than dependency Our strategy is to ensure our clients maintain good health well being and independence and are therefore not to replace tasks that our clients are capable of doing themselves Active participation in domestic activities has been shown to have a beneficial health effect even for the frail and very elderly 2 SERVICES The Commonwealth funds Care Assess under the HACC Program to provide basic maintenance support and care services that are cost effective and meet the needs of the target population in a way that assists them to remain in the community Care Assess contract to and coordinate services with Service Providers of Care Assess for HACC clients who have been assessed by us as having difficulties performing activities of daily living without help due to functional limitations and are at risk of admission to long term residential care without assistance from HACC aged care services Care Assess is funded for discrete service types to provide basic maintenance support and care services These are delivered by Service Providers of Care Assess to our clients and service delivery needs to focus on supporting different areas of need that an individual may have due to a limitation in their ability to undertake tasks of daily living These needs are docu
24. d program eligibility Expected Outcome 2 2 Assessment Each service user participates in an assessment appropriate to the complexity of their needs and with consideration of their cultural and linguistic diversity Expected Outcome 2 3 Care Plan Development and Delivery Each service user and or their representative participates in the development of a care service plan that is based on assessed needs and is provided with the care and or services described in their plan Expected Outcome 2 4 Service User Reassessment Each service user s needs are monitored and regularly reassessed taking into account any relevant program guidelines and in accordance with the complexity of the service user s needs Each service users care service plans are reviewed in consultation with them Expected Outcome 2 5 Service User Referral The service provider refers service users and or their representative to other providers as appropriate Expected Outcome 3 1 Information Provision Each service user or prospective service user is provided with information initially and on an ongoing basis in a format appropriate to their needs to assist them to make service choices and gain an understanding of the services available to them and their rights and responsibilities Expected Outcome 3 2 Privacy and Confidentiality Each service user s right to privacy dignity and confidentiality is respected including in the collect
25. d thoroughly before resolution e Try to remain calm e Identify the issue as briefly as possible e Where able write it down Can have someone provide feedback on my behalf Yes You have the right to have an advocate or representative such as a spouse family member or a friend make a complaint or compliment on your behalf or be involved in the discussions regarding the complaint What happens after complain When we receive a complaint the following process occurs e The complaint is registered e You will be contacted either by phone or in writing to acknowledge the receipt of your complaint and explain the process we will undertake e The complaint is then referred to the relevant area for investigation e Following this a response will be sent to you within twenty one calendar days e lf for any reason there will be a delay in our response we will notify you immediately with you for you APPENDIX 3 Near Miss or Hazard Report Form Care Assess Name of person making the report Date Hazard noted Date report made Time Hazard noted Location of Hazard Could the incident or hazard potentially cause harm to please tick the relevant item s O Person s O Assets O Environment O Organisation s reputation Describe what occurred Describe the potential outcomes of a similar incident Suggest a precaution or change that may prevent the reoccurre
26. ding but not limited to copies of certificates and registrations if transporting clients all drivers have current drivers licences and all vehicles used have full comprehensive motor vehicle insurance and all vehicles are registered and in a sound working condition 11 SERVICE DELIVERY AND INVOICES Services are to be provided Monday to Friday within business hours unless individual arrangements are made and approved by Care Assess Invoices must detail 1 Business letterhead stating Tax Invoice including ABN Invoices must also detail or contain the following attached details 2 Client full name s and address es 3 Date s of service s provided per client 4 Hour s of services s provided or part thereof per client If possible Invoices should also detail or contain the following attached details 5 Service Type s of service provided per client 6 Time s of service s provided per client Invoices should be sent to Care Assess Head Office at e Level 2 6 Bayfield Street Rosny Park TAS 7018 Invoices should be submitted fortnightly for payment but in any event must not be submitted later than monthly after the date of any service 16 12 COMPLAINTS AND FEEDBACK Care Assess welcomes all feedback and comments about the services we provide and our people across the state Please find attached our Complaints and Compliments Brochure with information on how to make a complaint or give a compliment APPENDIX 2
27. e checks spent convictions scheme aspx 5 POLICE CHECK ADMINISTRATION Record keeping responsibilities Service Providers of Care Assess must keep records that can demonstrate that e there is a police certificate which is not more than three years old for each staff member volunteer and executive decision maker e anapplication has been made for a police certificate where a new staff member volunteer or executive decision maker does not have a police certificate or e a statutory declaration has been provided by any staff member volunteer or executive decision maker who has not yet obtained a police certificate or was a citizen or permanent resident of a country other than Australia How a service provider demonstrates their compliance with record keeping requirements is a decision for their organisation to make based on their circumstances Sighting and storing police certificates The collection use storage and disclosure of personal information about staff members and volunteers must be in accordance with the Privacy Act 1988 Commonwealth State and territory privacy laws can also impact on the handling of personal information such as a police certificate Further information about privacy is available at www privacy gov au When individuals undertake to obtain their own police certificate or employment agencies hold police certificates Service Providers of Care Assess should sight an original or a certified copy of the police cer
28. e decision makers working in Commonwealth HACC services are suitable for the roles they are performing They should undertake thorough background checks to select staff in accordance with the requirements under the Aged Care Funding Agreement and the Community Care Common Standards As part of this Service Providers of Care Assess must ensure national criminal history record checks not more than three years old are held by e staff who are reasonably likely to interact with clients e volunteers who have unsupervised interaction with clients and e executive decision makers Service Providers of Care Assess should ensure they have policies and procedures in place to assess police certificates A service provider s decision to employ or retain the services of a person with any relevant recorded convictions will need to be rigorous defensible and transparent 2 POLICE CERTIFICATES Police certificate requirements A police certificate that satisfies requirements under the Aged Care Funding Agreement and Commonwealth HACC Program Manual is a nationwide assessment of a person s criminal history also called a National Criminal History Record Check or a National Police Certificate prepared by the Australian Federal Police a state or territory police service or a CrimTrac accredited agency CrimTrac certificates Police certificates or reports prepared by CrimTrac accredited agencies are considered by the Department as being pre
29. e responsibility of the service provider to ensure all tools and equipment are safe and in good working order e Personal Protection Equipment PPE is to be provided by and at the discretion of the service provider in accordance with statutory standards This includes wearing suitable clothing safety footwear eye and hearing protection dust masks fall protection equipment as applicable e Loss or damage to any plant equipment tools or materials whilst undertaking duties contracted by Care Assess remains the responsibility of the individual service provider e All portable electrical equipment appliances must be fitted with earth leakage protection devices residual current devices and should display a current inspection safety tag Electrical leads are not to be draped across floors creating a falls risk to any individual e Your Organisation is responsible for the provision and maintenance of all residual current devices e All machine plant and equipment guarding must be in place at all times 11 6 RECORD KEEPING Service Providers of Care Assess must meet all Commonwealth state or territory government and where applicable local government law and policy operational requirements for record keeping They must keep accurate records and accounts including receipts proof of purchase and invoices to show how they carry out activities You are required to e maintain up to date and accurate records detailing services provided
30. eave the Employer o Create discontent amongst employees or contractors of the Employer o Accept a benefit from someone other than the Employer such as a bribe in return for an act or forbearance in relation to the Employer s business 0000 o Accept a benefit from a person that does business or competes with the Employer o Earn or attempt to earn a secret profit or commission from the Employer s business or o Engage in insider trading The above restrictions set out in this Code will not apply to any of the following o A lawful activity which the Employer has approved in writing after receiving full details of the activity from the Employee o Reasonable involvement in any professional or educational activity or body or o Trading in any shares or stock of any company which is listed on a recognised stock exchange for the purpose of investment only provided that such shares or stock do not exceed 5 of the company s issued capital You must report to the Employer any actual or suspected breaches of this Code by any other employee to their Manager Breaches of this Code may lead to termination without notice Issues for Managers and Supervisors Managers and supervisors should also Promote a team spirit Maintain confidentiality when conducting investigations into complaints personal grievances and disputes Avoid bias in decision making Ensure compliance with procedures when carrying out counselling and discipline Exercise ob
31. employee of the Australian Postal Corporation with 5 or more years of continuous senice who is employed in an office supplying postal services to the public Permanent employee of a the Commonwealth or a Commonwealth authonty or b a State or Territory or a State or Territory authority or alocal government authority with 5 or more years of continuous service who is not specified in another item in this list Person before whom a statutory declaration may be made under the law of the State or Territory in which the declaration is mace Police officer Registrar or Deputy Registrar of a court Senior Executive Service employee of a the Commonwealth or a Commonwealth authority or b a State or Territory or a State or Territory authority Sheriff Shenff s officer Teacher employed on a full time basis at a school or tertiary education institution APPENDIX 8 SERIOUS INCIDENTS Defining a serious incident A serious incident is an incident that occurs as a result of or during the delivery of Commonwealth HACC services and includes the unexpected death of a client staff member subcontractor or volunteer a serious injury to a client staff member subcontractor or volunteer allegations of conduct that may result in death harm or injury made in relation to a service provider s organisation staff subcontractor or volunteers allegations of unlawful or criminal activity made in relation to a service provider s organisatio
32. ent members or service users Follow safe work practices Respect and safeguard the property of the organisation clients carers and colleagues Use safety equipment where and as required In the event of an emergency follow standing orders or instructions as directed by a Care Assess Manager or Care Coordinator Report all incidents or potential hazards to the Program Manager or Chief Executive Officer as soon as practical from the time of incident or potential hazard identification Service Providers of Care Assess are responsible to 1 Treat clients and carers with respect and dignity Focus on the needs of clients carers in relation to service delivery Achieve quality outcomes through best practice in service delivery Respect client privacy and observe the need for confidentiality Act on and resolve to a satisfactory resolution any complaints or concerns relating to service delivery or performance and 6 Evaluate service delivery outcomes at regular intervals 91 3 9210 4 CLIENT RIGHTS amp RESPONSIBILITIES From 1 July 2012 The Charter of Rights and Responsibilities for Community Aged Care contained in Schedule 2 of the User Rights Principles 1997 under the Aged Care Act 1997 will apply to the delivery of services under the Commonwealth HACC Program Service Providers of Care Assess must uphold the rights and responsibilities of Care Assess HACC and Community Aged Care clients as provided in APPENDIX 5 5 WORK HEALTH
33. es relevant legislation requlatory requirements and rofessional standards Expected Outcome 1 3 Information Management Systems The service provider has effective information management systems in place Expected Outcome 1 4 Community Understanding and Enqaqement The service provider understands and engages with the com munity in which it operates and reflects this in service planning and development Expected Outcome 1 5 Continuous Improvement The service provider actively pursues and demonstrates continuous improvement in all aspects of service management and delivery Expected Outcome 1 6 Risk Management The service provider is actively working to identify and address potential risk to ensure the safety of service users staff and the organisation Expected Outcome 1 7 Human Resource Management The service provider manages human resources to ensure that adequate numbers of appropriately skilled and trained staff volunteers are available for the safe delivery of care and services to service users Expected Outcome 1 8 Physical Resources The service provider manages physical resources to ensure the safe delivery of care and services to service users and organisation personnel Expected Outcome 2 1 Service Access Each service user s access to services is based on consultation with the service user and or their representative equity consideration of available resources an
34. ese take precedence over this Service Manual Welcome to Care Assess Care Assessment Consultants Pty Ltd trading as Care Assess is committed to providing quality services within a safe and healthy working environment for both clients and employees Service Providers of Care Assess and volunteers This manual has been designed to provide guidelines for anyone providing services on behalf of Care Assess The information provided is linked to organisational policies and procedures plus statutory and legal requirements of State and Australian government funding providers Please contact Care Assess for further clarification if required Phone 6244 7700 or email info careassess com au Company profile Care Assess is a Tasmanian owned and state wide organisations specialising in needs assessment care coordination and service contracting of home and community aged programs Mission To provide comprehensive assessment and best practice coordination of home and community health care that maximises quality responsiveness and efficiency for older Tasmanians in order to improve their health outcomes enhance their independence and wellbeing and enable them to live well within their own community Philosophy of care Care Assess adopts a wellness approach in all that we do Our philosophy of care is to maintain optimal independence for our clients All possible methods of assessment referral and intervention are to be considere
35. heduled visit Standard 1 Effective Management 1 6 Risk Management Standard 2 Appropriate Access and Service Delivery 2 1 Service Access and 2 3 Care Plan Developments and Delivery Service Providers of Care Assess should use the approved Guide for Community care Service Providers of Care Assess on how to respond when a client does not respond to a scheduled visit The Guide www health gov au internet main publishing nsf Content ageing commcare quide professional htm Risk management requirements Care Assess is committed to a pro active approach to health and safety All Service Providers of Care Assess are responsible for their own safety and that of their employees ensuring that whist undertaking the work for which they have been engaged they and others are not exposed to risk Notification of incidents and issues Any accident injury incident or potential hazard is to be reported to the Care Assess Program Coordinator or Care Coordinator as soon as possible If a serious incident does occur during or as a result of service delivery Service Providers of Care Assess must respond appropriately to the incident Care Assess must notify the Department of any serious incidents within 24 hours of an incident occurring or within 24 hours of them becoming aware of the incident See APPENDIX 8 for a definition of serious incident and instructions that must be followed if a serious incident occurs Incident reports Incidents or
36. hone or in writing informing the timeframe action and outcome of the concern 18 3 will refer a dispute to an independent qualified mediator agreed to by both parties for resolution of an issue or concern which has not been mutually resolved Care Assess and Service Providers of Care Assess must continue to meet all other obligations in accordance with our Agreement which do not affect the dispute 16 INSURANCES Service Providers of Care Assess are to annually submit to Care Assess copies of their Certificates of Currency against the following insurances as soon as possible prior to the expiry of your cover which must provide demonstrated evidence of compliance with the Insurances clause clause 9 in our Agreement 1 Workers Compensation Insurance if required or if you are a sole trader and the single operator of your organisation personal accident cover 2 Public Liability and 3 Professional Indemnity if required 17 WORKCOVER RESOURCES Work ove Please find out about WorkCover Tasmania the organisation working with Tasmanian employers workers insurers doctors and others to reduce the incidence of work related injury and illness in Tasmania and facilitate the early return to work of injured workers Please visit WorkCover to find easy to use resources to help you make your workplace safer e Small Business Guide Making your small business safer and healthier ys This guide helps you make your workplace s
37. iders of Care Assess to assess the relevance of any non precluding offences to performing the functions and duties of an executive decision maker A service provider s decision to allow a person with any recorded convictions to perform the functions and duties of an executive decision maker must be rigorous defensible and transparent The overriding principle that Service Providers of Care Assess should bear in mind is to minimise the risk of harm to clients Committing an offence during the three year police certificate expiry period Service Providers of Care Assess must take reasonable measures to require each of their staff members volunteers and executive decision makers to notify them if they are convicted of an offence in the three year period between obtaining and renewing their police check If an executive decision maker has been convicted of a precluding offence they must not be allowed to continue as an executive decision maker Refusing or terminating employment on the basis of a criminal record If a service provider refuses or terminates employment on the basis of a person s conviction for an offence the conviction must be considered relevant to the inherent requirements of the position If in any doubt Service Providers of Care Assess should seek legal advice regarding the refusal or termination of a person s employment on the basis of their criminal record Under the Fair Work Act 2009 there are provisions relating to unfai
38. in aged community care or equivalent is desirable All staff providing services to Care Assess clients should have or be working towards o A statement of attainment of training to Apply First Aid o Undertaken training in Manual Handling o Undertaken training in Workplace Health and Safety including Risk Identification Assessment Control and Record Keeping All Service Providers of Care Assess should be encouraging staff to undertake vocational and other formal education and training to enhance the skill base of the Commonwealth HACC workforce 15 It is desirable that all staff recruited or retained to provide service to Care Assess clients should have or be working towards Certificate III in Aged Care or Certificate III in Home and Community Care or Certificate III in Disability 10 EVIDENCE FOR SUITABLE PERSONNEL Service Providers of Care Assess must submit evidence when requested demonstrating their compliance against the requirements of their Contractor Agreement in relation to use of suitable personnel such as Your Organisation has complied with the requirements of applicable Workplace Health and Safety legislation and relevant codes of Practice Your Organisation has complied with the requirements of the Commonwealth HACC Program Police Certificate Guidelines See APPENDIX 6 Your Organisation has only used appropriate suitable personnel with the qualifications and other requirements outlined in this agreement inclu
39. ine the risk of harm to clients Service Providers of Care Assess should ensure they have policies and procedures in place to assess police certificates A service provider s decision to employ or retain the services of a person with any relevant recorded convictions will need to be rigorous defensible and transparent A risk assessment approach The following considerations are intended as a guide to assist Service Providers of Care Assess to assess a person s police certificate for their suitability to be either a staff member or volunteer for a Commonwealth HACC service provider Access the degree of access to clients their belongings and their personal information Considerations include whether the individual will work alone or as part of a team the level and quality of direct supervision the location of the work i e community or home based settings Relevance the type of conviction and sentence imposed for the offence in relation to the duties a person is or may be undertaking A service provider should only have regard to any criminal record information indicating that the person is unable to perform the inherent requirements of the particular job Proportionality whether excluding a person from employment is proportional to the type of conviction Timing when the conviction occurred Age the ages of the person and of any victim at the time the person committed the offence The service provider may place less weight on
40. ion use and disclosure of personal information Expected Outcome 3 3 Complaints and Service User Feedback Complaints and service user feedback are dealt with fairly promptly confidentially and without retribution Expected Outcome 3 4 Advocacy Each service user s and or their representative s choice of advocate is respected by the service provider and the service provider will if required assist the service user and or their representative to access an advocate Expected Outcome 3 5 Independence The independence of service users is supported fostered and encouraged A Community Care Common Standards Guide is available at e www health gov au internet main publishing nsf Content ageing publicat commcare standards htm APPENDIX 5 CHARTER OF RIGHTS AND RESPONSIBILITIES FOR COMMUNITY CARE oF En S Rights 9 Australian Government As a care recipient HACC clients have the following rights Department of Health and Ageing 1 GENERAL a to be treated and accepted as an individual and to have my individual preferences respected b to be treated with dignity with my privacy respected c to receive care that is respectful of me my family and home d to receive care without being obliged to feel grateful to those providing my care e to full and effective use of all my human legal and consumer rights including the right to freedom of speech regarding my care f to be treated without exploit
41. ions Act 1959 see section 54 of the Statutory Declarations Act 1959 A statutory declaration under the Statutory Declarations Act 1959 may be made before Ma person who is currently licensed or registered uncer a law to practise in one of the following occupations Chiropractor Dentist Legal practitioner Medical practitioner Nurse Optometrist Patent attorney Pharmacist Physiotherapist Psychologist Trademarks attorney Veterinary surgeon 2 a person who is enrolled on the roll of the Supreme Court of a State or Terntory or the High Court of Australia as a legal practitioner however described or 3 a person who is in the following list Agent of the Australian Postal Corporation who is in charge of an office supplying postal services to the public Australian Consular Officer or Australian Diplomatic Officer within the meaning of the Consular Fees Act 1955 Bailiff Bank officer with 5 or more continuous years of service Building society officer with 5 or more years of continuous service Chief executive officer of a Commonwealth court Clerk of acourt Commissioner for Affidavits Commissioner for Declarations Credit union officer with 5 or more years of continuous service Employee of the Australian Trade Commission who Is a in a country or place outside Australia and b authorised under paragraph 3 d of the Consular Fees Act 1955 and c exercising his or her function in that place Employee of the Commonwealth who is a in a co
42. ision makers who have been citizens or permanent residents of a country other than Australia since turning 16 years of age must make a statutory declaration before starting work with any Commonwealth HACC service provider stating either that they have never in a country other than Australia been convicted of an offence or if they have been convicted of an offence setting out the details of that offence This statutory declaration is in addition to a current national police certificate as this reports only those convictions recorded in Australian jurisdictions 4 ASSESSING A POLICE CERTIFICATE Police certificate format Police certificates may have different formats including printed certificates or electronic reports Every police certificate or report must record e the person s full name and date of birth e the date of issue and e areference number or similar A service provider must be satisfied that a certificate is genuine and has been prepared by a Police service or a CrimTrac accredited agency An original police certificate or a certified copy should be provided rather than an uncertified photocopy It is up to the service provider to be satisfied that a certificate meets the requirements and enables them to assess a person s criminal history Any police certificate decision should be documented by the service provider Purpose of a police certificate A police certificate that best satisfies requirements under the Commo
43. jectivity when administering rewards or discipline Do not condone permit or fail to report any breaches of the above code by workplace participants under their supervision Variations Care Assess reserves the right to vary replace or terminate this policy from time to time POLICY VERSION AND REVISION INFORMATION Policy Authorised by Joe Towns Original issue 7 10 2011 Title Chief Executive Officer Policy Maintained by Jane Smith Current version 1 Title Operations Manager Review date 5 10 2012
44. l 21 7 The Guide for Community Care Service Providers of Care Assess on how to respond when a community care client does not respond to a scheduled visit www health gov au internet main publishing nsf Content ageing commcare quide professional htm THANK YOU Care Assess greatly appreciate the collaboration of all Service Providers of Care Assess who work with us to deliver on our behalf quality care that is efficient and effective to improve the health outcomes of older Tasmanians enhancing their independence and wellbeing and enabling them to live well within their own community APPENDIX 1 ACCIDENT INCIDENT REPORT FORM Care Assess Name of person making the incident report Date incident occurred Date report made Time of incident Location of incident Did the incident cause harm to please tick the relevant item s O Person s O Assets O Environment OU Organisation s reputation Describe what occurred Name s of person s involved in the incident and how they were involved and the nature of any injuries Describe the nature date and time of any first aid treatment if applied Witnesses Name Contact details Immediate action taken Incident reported to Incident report entered in Incident management register by name on date Who do provide feedback to Our staff appreciate feedback on how we are doing Complaints and compli
45. le to play in the services we provide and will therefore be involved in this Accordingly Service Providers of Care Assess will be monitored to ensure that your organisation has systems and processes in place that result in high quality services for our clients Under the QRP quality reviewers assess Care Assess performance against quality standards As a Service Provider of Care Assess your involvement with Care Assess and performance under our Agreement will also be assessed The Common Standards apply to all Commonwealth Service Providers of Care Assess delivering services to clients and carers under regular contractual agreements with us The three Common Standards are Effective Management Appropriate Access to Service Delivery and Service User Rights and Responsibilities and these standards are accompanied by 18 Expected Outcomes The Common Standards to HACC Home and Community Care Program services as well as to the Community Aged Care Packages CACP program Extended Aged Care at Home EACH and Extended Aged Care at Home Dementia EACHD programs In delivering contracted services on behalf of Care Assess Service Providers of Care Assess must manage their service consistently with these standards The Common Standards are provided in APPENDIX 4 including a link to detailed information contained in the Community Care Common Standards Guide 9 SUITABLE PERSONNEL National Criminal History Record Checks National Police Check
46. lls necessary to carry out duties and responsibilities Observe health and safety policies and obligations and co operate with all procedures and initiatives taken by Care Assess in the interests of occupational health and safety Be truthful in all dealings with persons encountered at the workplace Refrain from any form of conduct which may cause any reasonable person unwarranted offence or embarrassment or give rise to the reasonable suspicion or appearance of improper conduct or biased performance Not act for an improper or ulterior purpose or on irrelevant grounds Never demand or request any gift or receive benefit in connection with employment or engagement Respect Care Assess ownership of all of its funds equipment supplies books records and property Maintain during employment with Care Assess and after the termination of employment the confidentiality of any confidential information records or other materials acquired during the employment with Care Assess While employed at Care Assess not accept any employment with another organisation that is a supplier or competitor of Care Assess or any other employment that is in conflict with your position at Care Assess Not make any unauthorised statements to the media about Care Assess business requests for media statements should be referred to the line manager Do not fight in the workplace Do not swear in the workplace Never report for work under the inf
47. luence of illicit drugs or alcohol Do not smoke during working hours unless during prescribed breaks and within designated areas Immediately and fully disclose in writing to the Employer any potential or actual conflicts of interest Do not undertake any activity whether paid or unpaid which may compromise the Employee s ability to properly and objectively perform his duties and responsibilities to the Employer Without limiting the generality of the above do not engage in any of the following conduct o Participate in any dishonest or unfair conduct in any business transaction or other dealing with the Employer s clients or customers contractors or employees Disparage the Employer or its business Assist or participate in the business of a competitor of the Employer Divert clients customers or business away from the Employer Undertake during working hours a business or work which is unrelated to that of the Employer o Undertake outside of working hours a business or work which competes with the business of the Employer or otherwise gives rise to a conflict of interest o Provide work business or any other benefit on behalf of the Employer to a business in which the Employee or the Employee s immediate or extended family friends partners or associates have a significant financial or personal interest without the explicit permission from the Chief Executive Officer o Encourage employees or contractors of the Employer to l
48. mented in our Agreement of Care documents For details regarding Care Assesses roles and responsibilities and the roles and responsibilities of Service Providers of Care Assess in relation to the Services we contract to you please refer to the Provider s Handbook which is provided with Care Assess Contractor Agreement along with this Service Handbook Care Assess and the Commonwealth define the outputs of the Services we contract to you in the following way Domestic assistance Domestic assistance helps clients with domestic tasks including o Cleaning o dishwashing 3 o clothes washing and ironing and o unaccompanied shopping Personal care Personal care provides assistance with daily self care tasks in order to help a client maintain appropriate standards of hygiene and grooming including o eating bathing toileting dressing grooming and moving about the house Or OO 0 00 Home maintenance Home maintenance is assistance to keep a client s home in a safe and habitable condition This involves the repair and maintenance of a client s home or yard Repairs are generally minor repairs such as changing light bulbs and replacing tap washers More major repairs can include carpentry painting and roof repairs Garden maintenance includes lawn mowing and the removal of rubbish Social support Social support assists a client to participate in community life through meeting their need for social contact and
49. ments can be made to e Any staff member e The Team Leader in your Region e Our dedicated Quality Manager or any one of our other Senior Managers at our Head Office in Hobart Please tell us who you want to provide feedback to To provide feedback Call or write to the Quality Manager 03 6244 7700 feedbackOcareassess com au Level 2 6 Bayfield Street Rosny Park TAS 7018 If you are not happy with the outcome Advocacy staff can assist you in reaching a conclusion For a free service please call Advocacy Tasmania on 1800 005 131 If you are an Aged Care consumer you also have the right to complain to the Aged Care Complaint Investigation Scheme by phoning 1800 550 552 For more information Please contact us we would like to hear from you Please help us improve our service by providing us feedback today feedback careassess com au For general enquiries please contact Monday to Friday from 8 30 4 30pm You can also contact Care Assess at e info careassess com au w Careassess com au p 1300 364 876 Call our local office 1300 364 876 Level 2 6 Bayfield St Rosny Park 7018 Phone 03 6244 7700 j Fax 03 6244 7711 North 101 Stanley St Summerhill 7250 Phone 03 6331 0803 Fax 03 6331 0688 North West 43 Best St Devonport 7310 Phone 03 6423 7900 Fax 03 6423 7999 car A lassess with you for you Compliments amp Complaints Information Help Us Improve Our
50. mmunity Aged Care clients including all personnel staff volunteers representatives employed or engaged or contracted by Care Assess to provide services to Care Assess clients under the HACC Program or Community Aged Care Program collectively referred to as Service Providers of Care Assess Service providers who are Contractors of Care Assess to provide Commonwealth HACC services may be considered a Commonwealth service provider for the purposes of the Ombudsman Act 1976 Service Providers of Care Assess play an important role in the lives of many frail older people in the community The services you deliver allow older people to live in their homes for longer where they would otherwise without basic maintenance support and care services be at risk of premature or inappropriate admission to long term residential care In delivering these services under Care Assess Aged Care Funding Agreement Service Providers of Care Assess have a number of responsibilities This manual outlines some of those responsibilities and Service Providers of Care Assess must comply with the responsibilities set out in this Manual For further detail on their responsibilities Service Providers of Care Assess should also refer to the Care Assess Contractor Agreement and to the Terms and Conditions for aged care funding which make up part of our Aged Care Funding Agreement which is attached to that agreement and referred to therein noting that th
51. n staff subcontractor or volunteers and a serious fire natural disaster accident or other incident which will or is likely to prevent service provision or which results in closure or significant damage to premises or property or which poses a significant threat to the health and safety of clients staff subcontractor or volunteers Note that this list is not exhaustive Service Providers of Care Assess must use their judgment in considering the sensitivity of individual incidents and whether it is appropriate to notify the Department of those incidents The death of a client staff member subcontractor or volunteer does not in itself constitute a serious incident However if the death involves circumstances that are out of the ordinary then it may constitute a serious incident for example the death occurred in unusual circumstances a Client dies and the standard of services provided may have been a contributing factor the death has an obvious and direct correlation to the services the person was receiving and the death is reportable by law A serious injury to a client staff member subcontractor or volunteer does not in itself constitute a serious incident However if the serious injury involves circumstances that are out of the ordinary then it may constitute a serious incident for example the serious injury occurred in unusual circumstances the serious injury results in the hospitalisation of a client staff member
52. nce of such incidents Incident Hazard reported to Incident report entered in Incident management register by name on date Standard 1 Effective Management The service provider demonstrates effective management processes based on a continuous improvement approach to service management planning and delivery Standard 2 Appropriate Access and Service Delivery Each service user and Prospective service user has access to services and service users receive appropriate services that are planned delivered and evaluated in partnership with themselves and or their representative Standard 3 Service User Rights and Responsibilities Each service user and or their representative is provided with inform ation to assist them to make service choices and has the right and responsibility to be consulted and respected Service users and or their representative have access to complaints and advocacy inform ation and processes and their privacy and confidentiality and right to independence is respected APPENDIX 4 THE COMMUNITY CARE COMMON STANDARDS Expected Outcome 1 1 Corporate Governance The service provider has implemented corporate governance processes that are accountable to stakeholders Expected Outcome 1 2 Requlatory Compliance The service provider has systems in place to identify and ensure compliance with funded program quidelin
53. nnouncements and e public promotional activities by or on behalf of Care Assess in relation to each Service However publications and published advertising and promotional materials that acknowledge Commonwealth HACC funding and Care Assess must also include the following disclaimer e Although funding for this Service has been provided by the Australian Government to Care Assess the material contained herein does not necessarily represent the views or policies of the Australian Government or Care Assess Care Assess is responsible for ensuring that Service Providers of Care Assess comply with the requirements for acknowledging the funding which are set out in this section 14 CONFLICTS OF INTEREST Care Assess and the Service Provider agree to declare any actual or potential conflict of interest in respect of the Care Assess Contractor Agreement with Service Providers of Care Assess For details of this requirement please see the Head Agreement with the Commonwealth under the HACC Program which is provided with your organisations Contractor Agreement with Care Assess 15 DISPUTE RESOLUTION Care Assess Contractor Agreement sets out a process regarding dispute resolution between Care Assess and Service Providers of Care Assess In brief Care Assess 1 is committed to resolving any disputes that may arise as quickly and efficiently as possible 2 will notify the Service Provider of any issue or concerns in by p
54. ns requirements Service Providers of Care Assess are responsible for ensuring staff and volunteers have appropriate skills knowledge and attributes and receive adequate training with an emphasis on quality care Service Providers of Care Assess are also responsible for ensuring staff members are trustworthy have integrity and will respect the privacy and dignity of clients Service Providers of Care Assess must ensure personnel providing services for Care Assess have undergone training that will assist them in applying the Community Care Common Standards when providing service to clients of Care Assess Service Providers of Care Assess must also be aware of any registration accreditation or licensing requirements for the professions from which they draw their workforce and must ensure their personnel comply with these requirements Care Assess has a responsibility to ensure that your organisation as a Contractor providing services on our behalf to our HACC clients will ensure your staff have the appropriate training and qualifications Minimum competencies and qualifications for Commonwealth HACC staff have been identified for some service types and Service Providers of Care Assess must comply with any requirements set out in Chapter Three of Commonwealth HACC Program Manual For example Service Providers of Care Assess are responsible for ensuring that personnel have appropriate training to carry out personal care and a Certificate III
55. nwealth HACC Program police check regime is one obtained for the purposes of aged care However a national criminal history record check undertaken for another purpose will generally also satisfy the requirements It is best practice to specify the purpose of the police check to the police service or CrimTrac agency issuing the certificate In place of a national criminal history record check Service Providers of Care Assess may accept staff members and volunteers who hold a card issued by a state or territory authority following a vetting process that enables the card holder to work with vulnerable people Executive decision makers are required to have a national criminal history record check Police certificate disclosure A police certificate discloses whether a person e has been convicted of an offence e has been charged with and found guilty of an offence but discharged without conviction or e is the subject of any criminal charge still pending before a Court The information on the certificate is drawn from all Australian jurisdictions and is subject to relevant state and territory spent conviction schemes Assessing information obtained from a police certificate for staff and volunteers Commonwealth HACC Service Providers of Care Assess may use discretion when assessing a person s criminal history to determine whether recorded offences are relevant to the job The principle that Service Providers of Care Assess should apply is to determ
56. pared on behalf of the police services and therefore meet the Department s requirements More information about CrimTrac is available at www crimtrac gov au Statutory declarations Statutory declarations are generally only required in addition to police checks in two instances e for essential new staff volunteers and executive decision makers who have applied for but not yet received a police certificate and e for any staff volunteers or executive decision makers who have been a citizen or permanent resident of a country other than Australia after the age of 16 In these two instances a staff member volunteer or executive decision maker can sign a statutory declaration stating either that they have never in Australia or another country been convicted of an offence or if they have been convicted of an offence setting out the details of that offence Note that a person is entitled to sign a statutory declaration stating that they have not been convicted of an offence if they have been convicted of an offence but the conviction is a spent conviction see 5 8 Spent convictions Statutory declarations relating to police certificate requirements should be made on the form prescribed under the Commonwealth Statutory Declarations Act 1959 the Declarations Act Anyone who makes a false statement in a statutory declaration is guilty of an offence under the Declarations Act A statutory declaration template is provided at APPENDIX 7 Mo
57. potential hazards will be followed up and investigated with appropriate action undertaken to prevent any recurrence The Care Assess Accident Incident Form is to be completed and forwarded to Care Assess within 24 Hours of the accident incident so that an investigation can commence and mitigation strategies implemented See APPENDIX 1 Accident Incident Form Risk Register A Risk Register is held at the Southern Office of Care Assess Risks are Risk Rated and treatment plans developed in response to actual and potential risks All reported incidents and accidents are registered on the Risk Register and discussed at the weekly Management Meeting Potential hazards Potential hazards near misses or unsafe working conditions are to be reported to Care Assess as soon as possible This will enable prompt and appropriate action to be undertaken avoiding risk and injury to clients Service Providers of Care Assess and Care Assess employees Any spillage is to be cleaned up immediately using the recommended methods for the particular spillage The use of suitable clean up and disposal methods must be used in all situations For advice on the approved methods of clean up and disposal in the event of a spill please call Poisons Information Centre on 131126 Service Providers of Care Assess are requested not to o Release any refrigerants hazardous gases o Burn any open fires o Discharge any liquids other than potable water to any storm drain or sewe
58. r o Place or wash any solids into any storm drain sewer 10 o Dispose of any liquids solids except domestic waste in any toilet urinal All Hazards must be reported and recorded on the Hazard Form APPENDIX 3 Service Provider Safety Service Providers of Care Assess are requested to undertake tasks in accordance with Workplace Health and Safety legislation to ensure safety of employees Any client requests for duties which may place Service Providers of Care Assess and their employees at risk are to be declined and reported to Care Assess Please document any incidents of this nature on the Care Assess Incident Accident Form APPENDIX 1 Care Assess requests appropriate Manual Handling Training and understanding safe systems of work has been undertaken to reduce the potential for injury Unidentified containers of chemicals are not to be used Identification Individuals are requested to identify themselves to the client before commencing work and wear an identification badge or hold an authentic form of identification Uniforms must be worn if they are supplied as part of your employment Service Provision Services are only to be provided within the timeframes requested Please contact the Care Assess Care Coordinator or Program Manager if the contracted service is unable to be completed in the timeframe specified At no time is a service is to be sub contracted to another agency or service provider Tools and equipment It is th
59. r dismissal and unlawful termination by employers More information about the Fair Work Act 2009 is available at www fwa gov au In addition under the Human Rights and Equal Opportunity Act 1986 the Australian Human Rights Commission has the power to inquire into discrimination in employment on the ground of criminal record If a person feels they have been discriminated against based on their criminal record in an employment decision of a service provider they may make a complaint to the Australian Human Rights Commission Further information on discrimination on the basis of criminal record is available at www humanrights gov au Spent convictions Convictions that are considered spent under state territory and Commonwealth legislation will not be disclosed on a police certificate unless the purpose for the application for example working with children is exempt from the relevant spent conviction scheme If a conviction has been spent the person is not required to disclose the conviction The aim of the scheme is to prevent discrimination on the basis of old minor convictions once a waiting period usually 10 years has passed and provided the individual has not re offended during this period Spent conviction legislation varies from jurisdiction to jurisdiction In some circumstances or jurisdictions certain offences cannot be spent Further Information on spent convictions can be found at http www afp gov au what we do polic
60. re information about statutory declarations is available at www ag gov au statdec 3 STAFF VOLUNTEERS AND EXECUTIVE DECISION MAKERS Staff volunteers and executive decision makers Police certificates not more than three years old must be held by e staff who are reasonably likely to interact with clients e volunteers who have unsupervised interaction with clients and e executive decision makers Definition of a staff member A staff member is defined for the purposes of the Guidelines as a person who e has turned 16 years of age and e is employed hired retained or contracted by the service provider whether e directly or through an employment or recruitment agency to provide care or e other services under the control of the service provider and e interacts or is reasonably likely to interact with clients Examples of individuals who are staff members include e employees and subcontractor of the service provider who provide services to clients this includes all staff employed hired retained or contracted to provide services under the control of the service provider whether in a community setting or in the client s own home e employees and subcontractor who contact the client by phone Definition of non staff members Individuals who are not considered to be staff members for the purposes of the Guidelines include e employees who for example prepare the payroll but do not interact with clients e independen
61. s and maintaining quality standards in all services Best practice Develop knowledge and skills to continually improve competency and outcomes Good order Mutual respect for all workplace participants and for responsible positions of leadership and authority Service Providers of Care Assess must not Consume alcohol or take illegal drugs when undertaking duties as contracted by Care Assess Have sexual or intimate relationships with service clients or their carers Take clients or carers to their homes Visit clients outside of contracted hours without declaring and obtaining authorisation Harass in any form clients employees or volunteers of Care Assess Abuse of a physical financial or verbal nature any clients carers employees or volunteers of Care Assess Alienate clients from their family Remove a client s property Abuse deface or wilfully damage property Smoke at in a client s home while undertaking tasks for Care Assess Carry any form of weapon explosive or inflammable substance Request or accept a gift or bribe in connection with services provided on Care Assess behalf or a payment or other benefit from someone other than Care Assess or the Service Provider for the Service or any other work Service Providers of Care Assess must Maintain confidentiality regarding any information gained through their work and not divulge personal information or the address or phone numbers of employees Board of Managem
62. s of Care Assess Examples include e Public Health notification re an infectious disease or outbreaks e Infection control measures e Manual Handling e First Aid e Fire and Evacuation e Risk Management Change in Scheduled Service Delivery Your Organisation must notify Care Asses of any change to the Scheduled Service Delivery as soon as possible and provide reasons for the change Service Providers of Care Assess who receive a cancellation of services at short notice are to notify the Care Assess office as soon as possible but within one working day of the cancellation Under no circumstances are Contracted duties to be undertaken without the client being at home Client not responding to a scheduled visit or service Service Providers of Care Assess who are unable to gain access to a client s home for the arranged visit are to contact Care Assess office as soon as possible Contracted duties are not to be undertaken without the client being at home f the client does not appear to be home at the arranged time to avoid confusion and uncertainty Your Organisation or its representative is to leave a card and contact Care Assess office Care Assess staff will follow up the reason for the client s absence Care Assess South 6244 7700 North 6331 0803 North West 6421 7846 The Community Care Common Standards have outlined the requirements for Service Providers of Care Assess in the event that a service user does not respond to a sc
63. s set out in this Code of Conduct Compliance with this Code is expected and non compliance may result in disciplinary action Agents and contractors including temporary contractors may have their contracts with Care Assess terminated or not renewed Commencement This Code of Conduct will commence from 6 10 2011 It replaces all other codes of conduct whether written or not Application of policy This Code of Conduct applies to employees agents and contractors including temporary contractors of Care Assess collectively referred to in this policy as workplace participants The Code of Conduct does not form part of any contract between an employee and Care Assess nor does it form part of any other workplace participant s contract for service The Code All employees of Care Assess are expected to observe the highest standards of ethics integrity and behaviour during the course of their employment with Care Assess This Code provides an overview of Care Assess fundamental business values It is by no means exhaustive but summarises some of our most important policies which are based on standards that underlie our business ethics and professional integrity standards that apply to all workplace participants As representatives of Care Assess all workplace participants are expected to conduct themselves in a professional and courteous manner and observe the following standards of behaviour both inside the workplace and outside
64. services or a CrimTrac accredited agency In some jurisdictions parental consent may be required to request a police certificate for an individual under the age of 18 years Police certificate expiry Police certificates for all staff volunteers and executive decision makers must remain current and need to be renewed every three years before they expire If a police certificate expires while a staff member is on leave the new certificate must be obtained before the staff member can resume working at the service Service Providers of Care Assess should note that the application or renewal process can take longer than eight weeks Documenting decisions Any decision taken by a service provider should be documented in a way that can demonstrate to an auditor the date the decision was made the reasons for the decision and the people involved in the decision i e the service provider the individual a legal representative board members etc Monitoring compliance with police check requirements Service Providers of Care Assess must have policies and procedures in place to demonstrate suitable management and monitoring of the police certificate requirements for all staff members volunteers and executive decision makers This includes for example e three year police check renewal procedures e appropriate storage security and access requirements for information recorded on a police certificate and e evidence of a service provider s decisions
65. t Service Providers of Care Assess Generally an independent contractor is a person e who is paid for results achieved provides all or most of the necessary materials and equipment to complete the work is free to delegate work to others has freedom in the way that they work does not provide services exclusively to the service provider is free to accept or refuse work and is in a position to make a profit or loss For the purposes of these Guidelines a subcontractor who has an ongoing contractual relationship with the service provider is not taken to be an independent contractor but is regarded as a staff member A person who is contracted to perform a specific task on an ad hoc basis may fall within the definition of an independent contractor Having an Australian Business Number ABN does not automatically make a person an independent contractor Definition of a volunteer A volunteer is defined for the purposes of the Guidelines as a person who e is nota staff member and e offers his or her services to the service provider and e provides care or other services on the invitation of the service provider and not solely on the express or implied invitation of a client and e has or is reasonably likely to have unsupervised interaction with clients A student undertaking a clinical placement in the community who is over 18 years and has or is reasonably likely to have unsupervised interaction with clients would be a volunteer
66. tificate and the information and reference number should be recorded on file If it is impossible to assess a person s police certificate for any reason the individual may be required to obtain a new police certificate in order for the service provider to meet their responsibilities under the Commonwealth HACC Program police check regime Cost of police certificates Service Providers of Care Assess have a responsibility to ensure all staff members volunteers and executive decision makers undergo police checks However the payment of the cost of obtaining a police certificate is a matter for negotiation between the service provider and the individual Individuals may be able to claim the cost of the police certificate as a work related expense for tax purposes Further advice on this issue is available from the Australian Taxation Office through their website at www ato gov au Volunteers may be eligible to obtain a police certificate at a reduced cost whether the certificate is requested by an individual or by a service provider on behalf of a volunteer This should be confirmed with the agency issuing the police certificate Obtaining certificates on behalf of staff volunteers or executive decision makers A person may provide a police certificate to the service provider or give consent for the service provider to obtain a police certificate on their behalf Service Providers of Care Assess can obtain consent forms from the relevant police
67. unteers and executive decision makers have obtained a police certificate before they start work there are exceptional circumstances where new staff volunteers and executive decision makers can commence work prior to receipt of a police certificate A person can start work prior to obtaining a police certificate if e the care or other service to be provided by the person is essential and e an application for a police certificate has been made before the date on which the person first becomes a staff member or volunteer and e until the police certificate is obtained the person will be subject to appropriate supervision during periods when the person interacts with clients and e the person makes a statutory declaration stating either that they have never in Australia or another country been convicted of an offence or if they have been convicted of an offence setting out the details of that offence In such cases the service provider must have policies and procedures in place to demonstrate e that an application for a police certificate has been made e the care and other service to be provided is essential e the way in which the person would be appropriately accompanied and e how aperson will be appropriately accompanied in a range of working conditions e g during holiday periods when staff numbers may be limited Staff volunteers and executive decision makers who have resided overseas Staff members volunteers and executive dec
68. untry or place outside Australia and b authorised under paragraph 3 0 of the Consular Fees Act 1955 and exercising his or her function in that place Fellow of the National Tax Accountants Association Finance company officer with 5 or more years of continuous service Holder of a statutory office not specified in another tem in this list Judge of a court Justice of the Peace Magistrate Marriage celebrant registered under Subdivision C of Division 1 of Part IV of the Marriage Act 1964 Master of a court Member of Chartered Secretaries Australia Member of Engineers Australia other than at the grade of student Member of the Association of Taxation and Managernent Accountants Member of the Australasian Institute of Mining and Metallurgy Member of the Australian Defence Force who is a an officer or b a non commissioned officer within the meaning of the Defence Force Discipline Act 1982 with 5 or more years of continuous service or a warrant officer within the meaning of that Act Member of the Institute of Chartered Accountants in Australia the Australian Society of Certified Practising Accountants or the National Institute of Accountants Member of a the Parliament of the Commonwealth or b the Parliament of a State or a Territory legislature or d a local government authonty of a State or Territory Minister of religion registered under Subdivision A of Division 1 of Part IV of the Marriage Act 1961 Notary public Permanent
69. uties of an executive decision maker A Commonwealth HACC service provider must not allow a person whose police certificate records a precluding offence to perform the functions and duties of an executive decision maker The offences that preclude a person under the Commonwealth HACC Program police check regime from performing the functions and duties of an executive decision maker are a conviction for murder or sexual assault or a conviction and sentence to imprisonment for any other form of assault or a conviction for an indictable offence within the past 10 years Whether or not an offence is an indictable offence will depend on legislation within the jurisdiction Service Providers of Care Assess might need to seek legal advice if there is any doubt If a conviction for what would otherwise be a precluding offence is considered spent under the law of the relevant jurisdiction the conviction does not preclude the person from performing the functions and duties of an executive decision maker While a service provider may not use discretion to allow a person whose police certificate records a conviction for a precluding offence to perform the functions and duties of an executive decision maker Service Providers of Care Assess may use discretion in determining whether any other recorded convictions are relevant to performing those functions and duties The risk assessment approach set out in 5 4 may be used as a guide to assist Service Prov

Download Pdf Manuals

Related Search

Related Contents

RC-plus radio  SWIFT4 PILOT`S MANUAL    Dicota D30999  Sony VAIO VGN-SR599GEB User's Manual  HP StorageWorks Edge Switch 2/32 User's Manual  FIP-HOPKINS-Gesamttitel:Titel GYN.qxd.qxd  パラを入れるバッグ/6825円  406k PDF - Theoretical Biophysics Group  

Copyright © All rights reserved. Failed to retrieve file