NDIS Manual for

 Alert Care Services Australia

 

Legal Name:  Alert Care Services Australia Pty. Ltd.

ABN:              516680487890

ACN:              6680487890

Email:             alertcare.555@gmail.com

Phone:           +61 435135224

Office:           +61 469047431

 

Policy and Procedures Manual

Note: 

1. Person-Centered Support Policy & Procedure:

2. Individual Values and Beliefs Policy & Procedure:

3. Privacy and Dignity Policy & Procedure:

4. Independence and Informed Choices Policy & Procedure:

5. Violence, Abuse, Neglect, Exploitation Policy & Procedure:

6. Bullying, Harassment, and Discrimination Policy & Procedure:

7. Governance and Operations Policy & Procedure:

8. Risk Management Policy & Procedure:

9. Quality Management Policy & Procedure:

10. Information Management Policy & Procedure:

11. Feedback and Complaints Management Policy & Procedure:

12. Incident Management Policy & Procedure:

13. Human Resource Management Policy & Procedure:

14. Continuity of Supports Policy & Procedure:

15. Entitled Person not Responding Policy & Procedure:

16. Access to Supports Policy & Procedure:

17. Support Planning Policy & Procedure:

18. Service Agreements with Participants Policy & Procedure:

19. Responsive Support Provision Policy & Procedure:

20. Transitions to or from the Provider Policy & Procedure:

21. Safe Environment Policy & Procedure:

22. Participant Money and Property Policy & Procedure:

23. Medication Management Policy & Procedure:

24. Infection Management Policy & Procedure:

25. Mealtime Management Policy & Procedure:

26. Waste Management Policy & Procedure:

27. Financial Management Policy & Procedure:

28. Emergency and Disaster Management Policy & Procedure:

29. Child Safety Policy and Procedure:

30. Assist Travel and Transport Policy and Procedure:

​

1. Person-Centered Support:

Purpose: To ensure that all support provided to individuals with disabilities is person-centered, focusing on their unique needs, preferences, strengths, and goals.

Procedure:

1. Conduct comprehensive assessments to understand the individual's needs, preferences, and goals.

2. Develop individualized support plans in collaboration with the individual, their family, and relevant stakeholders.

3. Regularly review and update support plans to reflect any changes in the individual's circumstances or goals.

4. Provide support in a respectful, non-judgmental, and empowering manner, promoting the individual's autonomy and independence.

5. Encourage active participation and decision-making by the individual in all aspects of their support.

 

2. Individual Values and Beliefs:

Purpose: To respect and uphold the diverse values, beliefs, and cultural backgrounds of individuals with disabilities.

Procedure:

1. Acknowledge and respect the individual's cultural, religious, and personal beliefs.

2. Ensure that support practices align with the individual's values and beliefs.

3. Provide opportunities for individuals to engage in cultural and religious practices as desired.

4. Educate staff members about cultural competence and sensitivity to ensure respectful interactions with individuals from diverse backgrounds.

 

3. Privacy and Dignity:

Purpose: To protect the privacy and dignity of individuals receiving disability support services.

Procedure:

1. Maintain confidentiality of all personal information in accordance with relevant privacy laws and regulations.

2. Respect the individual's right to privacy in their interactions and living environment.

3. Obtain informed consent before sharing any personal information with third parties.

4. Provide support in a manner that preserves the individual's dignity and promotes self-esteem.

 

4. Independence and Informed Choices:

Purpose: To support individuals with disabilities in making informed choices and exercising their independence.

Procedure:

1. Provide information and resources to individuals to enable them to make informed decisions about their lives.

2. Respect the individual's choices, even if they differ from those of others or from what staff may recommend.

3. Offer support and encouragement to help individuals develop skills and confidence in making independent choices.

4. Advocate for the rights of individuals to have control over their own lives and decisions.

 

5. Violence, Abuse, Neglect, Exploitation:

Purpose: To prevent and respond effectively to violence, abuse, neglect, and exploitation of individuals with disabilities.

Procedure:

1. Train staff members on recognizing signs of abuse, neglect, and exploitation, as well as on appropriate reporting procedures.

2. Establish clear protocols for responding to allegations or suspicions of abuse, including reporting to relevant authorities.

3. Provide support and protection to individuals who have experienced or are at risk of experiencing harm.

4. Collaborate with external agencies and authorities to investigate and address instances of violence, abuse, neglect, or exploitation.

 

6. Bullying, Harassment, and Discrimination:

Purpose: To create a safe and inclusive environment free from bullying, harassment, and discrimination.

Procedure:

1. Educate staff members about respectful communication and behavior towards individuals with disabilities.

2. Establish zero-tolerance policies for bullying, harassment, and discrimination, with clear consequences for violations.

3. Provide channels for individuals to report incidents of bullying, harassment, or discrimination confidentially and without fear of reprisal.

4. Investigate all reports of bullying, harassment, or discrimination promptly and take appropriate action to address and prevent recurrence.

 

7. Governance and Operations:

Purpose: To ensure effective governance and operational practices within Alert Care Services Australia Pty. Ltd.

Procedure:

1. Establish clear lines of accountability and responsibility within the organization.

2. Regularly review and update policies and procedures to reflect best practices and regulatory requirements.

3. Monitor and evaluate the quality and effectiveness of services provided to individuals with disabilities.

4. Ensure compliance with all relevant laws, regulations, and standards governing disability support services.

 

8. Risk Management:

Purpose: To identify, assess, and mitigate risks associated with providing disability support services.

Procedure:

1. Conduct regular risk assessments of service delivery processes, environments, and activities.

2. Develop risk management plans to address identified risks, including strategies for prevention, mitigation, and response.

3. Train staff members on risk management protocols and procedures.

4. Monitor and review risk management measures regularly to ensure their effectiveness and relevance.

 

9. Quality Management:

Purpose: To maintain high standards of quality in the delivery of disability support services.

Procedure:

1. Establish quality assurance mechanisms to monitor and evaluate service delivery against predefined standards and benchmarks.

2. Seek feedback from individuals, their families, and other stakeholders to identify areas for improvement.

3. Implement continuous quality improvement initiatives based on feedback and evaluation findings.

4. Regularly review and update quality management processes to reflect evolving best practices and stakeholder needs.

 

10. Information Management:

Purpose: To ensure the secure and responsible management of information related to individuals receiving disability support services.

Procedure:

1. Establish protocols for the collection, storage, and sharing of personal information in compliance with privacy laws and regulations.

2. Implement appropriate safeguards to protect sensitive information from unauthorized access, disclosure, or misuse.

3. Provide staff members with training on information security and confidentiality protocols.

4. Regularly review and update information management practices to address emerging risks and technologies.

Top of Form

 

11. Feedback and Complaints Management:

Purpose: To facilitate open communication and address concerns or grievances raised by individuals receiving disability support services.

Procedure:

1. Establish accessible channels for individuals to provide feedback and lodge complaints about the services they receive.

2. Respond to feedback and complaints promptly and courteously, acknowledging the individual's concerns and offering resolutions where possible.

3. Document all feedback and complaints received, along with actions taken to address them.

4. Use feedback and complaints data to identify trends, systemic issues, and opportunities for improvement in service delivery.

 

12. Incident Management:

Purpose: To respond effectively to incidents that occur within the provision of disability support services.

Procedure:

1. Establish clear procedures for reporting and documenting incidents, including injuries, accidents, and emergencies.

2. Provide staff members with training on incident reporting protocols and response procedures.

3. Investigate all incidents promptly and thoroughly, identifying root causes and contributing factors.

4. Implement corrective actions and preventative measures to minimize the risk of recurrence.

 

13. Human Resource Management:

Purpose: To ensure the recruitment, training, and support of qualified and competent staff members to deliver disability support services.

Procedure:

1. Develop job descriptions and selection criteria that reflect the skills, qualifications, and values required for supporting individuals with disabilities.

2. Conduct thorough background checks and screening processes for all prospective staff members.

3. Provide comprehensive induction and training programs to equip staff with the knowledge and skills necessary for their roles.

4. Support ongoing professional development and supervision to maintain staff competence and motivation.

 

14. Continuity of Supports:

Purpose: To ensure the consistent and uninterrupted provision of support services to individuals with disabilities.

Procedure:

1. Develop contingency plans to address disruptions in service delivery, such as staff shortages, equipment failures, or natural disasters.

2. Communicate effectively with individuals and their families about any changes or disruptions to their support arrangements

 

15. Entitled Person not Responding:

Policy: Alert Care Services Australia Pty. Ltd. is committed to the safety and well-being of all individuals receiving our services. In the event that an entitled person does not respond to attempts at contact or is unreachable, it is our policy to take necessary actions to ensure their safety and well-being.

Procedure:

1. Attempt to establish contact with the entitled person through preferred communication methods outlined in their individual support plan.

2. If unable to establish contact, contact the designated emergency contact listed in the participant's records.

3. If no emergency contact is available or reachable, notify appropriate authorities as per legal requirements and organizational protocols.

4. Document all attempts at contact and subsequent actions taken in the entitled person's records.

 

16. Access to Supports:

Policy: Alert Care Services Australia Pty. Ltd. ensures that entitled persons have timely access to the supports and services they require to achieve their goals and enhance their quality of life.

Procedure:

1. Assess the needs and preferences of entitled persons through comprehensive individual support planning processes.

2. Develop and implement support plans tailored to the unique requirements of each entitled person, ensuring access to appropriate services and resources.

3. Regularly review and update support plans in collaboration with entitled persons and their support networks to ensure ongoing relevance and effectiveness.

4. Provide timely access to supports and services as outlined in the support plans, maintaining clear communication and coordination with entitled persons and relevant stakeholders.

 

17. Support Planning:

Policy: Alert Care Services Australia Pty. Ltd. is dedicated to person-centered support planning that empowers entitled persons to actively participate in decision-making and goal-setting processes.

Procedure:

1. Engage entitled persons, their families, carers, and relevant stakeholders in the support planning process to gather comprehensive information about their needs, preferences, strengths, and goals.

2. Develop individualized support plans in collaboration with entitled persons, utilizing person-centered approaches that prioritize their autonomy, dignity, and well-being.

3. Ensure support plans are flexible, adaptable, and regularly reviewed to accommodate changes in the entitled person's circumstances, preferences, and goals.

4. Facilitate ongoing communication and consultation with entitled persons and their support networks to ensure alignment between support plans and desired outcomes.

 

18. Service Agreements with Participants:

Policy: Alert Care Services Australia Pty. Ltd. establishes clear and transparent service agreements with entitled persons to define the rights, responsibilities, and expectations of both parties.

Procedure:

1. Initiate discussions with entitled persons, their families, carers, or advocates to outline the scope of services and supports required.

2. Collaboratively develop service agreements that clearly articulate the services to be provided, associated costs, terms of engagement, rights, and responsibilities of both parties.

3. Ensure service agreements are reviewed and signed by all relevant parties before the commencement of services.

4. Regularly review service agreements to accommodate changes in the entitled person's needs, preferences, or circumstances, and update them accordingly.

 

19. Responsive Support Provision:

Policy: Alert Care Services Australia Pty. Ltd. is committed to providing responsive and person-centered support services that are tailored to the individual needs and preferences of entitled persons.

Procedure:

1. Assign dedicated support workers or teams to entitled persons based on compatibility, skills, and expertise.

2. Ensure support workers receive comprehensive training and ongoing professional development to enhance their ability to meet the diverse needs of entitled persons.

3. Foster open communication and collaboration between entitled persons, support workers, and relevant stakeholders to facilitate responsive and flexible service delivery.

4. Continuously monitor and evaluate the effectiveness of support provision, seeking feedback from entitled persons and stakeholders to identify areas for improvement.

 

20. Transitions to or from the Provider:

Policy: Alert Care Services Australia Pty. Ltd. facilitates smooth and seamless transitions for entitled persons entering or exiting our services, ensuring continuity of care and support.

Procedure:

1. Collaborate with entitled persons, their families, carers, and relevant stakeholders to develop transition plans that address their specific needs, preferences, and goals.

2. Coordinate with outgoing or incoming service providers to facilitate the transfer of relevant information, documentation, and supports.

3. Provide comprehensive orientation and support to entitled persons and their support networks during the transition process, including introductions to new support workers and familiarization with new environments.

4. Monitor and evaluate the transition process to identify and address any challenges or concerns that may arise, ensuring the continuity of care and support for entitled persons.

 

Top of Form

 

21. Safe Environment:

Policy: Alert Care Services Australia Pty. Ltd. is committed to providing a safe and secure environment for entitled persons, support workers, and visitors.

Procedure:

1. Conduct regular risk assessments of physical environments and activities to identify potential hazards or safety concerns.

2. Implement appropriate measures to mitigate identified risks and ensure compliance with relevant health and safety regulations and standards.

3. Provide training and resources to support workers on safe work practices, emergency procedures, and the management of challenging behaviors.

4. Encourage open communication and reporting of safety concerns or incidents, and take prompt and appropriate action to address them.

 

22. Participant Money and Property:

Policy: Alert Care Services Australia Pty. Ltd. ensures responsible management and safeguarding of participant money and property in accordance with legal and ethical standards.

Procedure:

1. Establish clear guidelines and procedures for the handling, recording, and reconciliation of participant funds and property.

2. Obtain informed consent from entitled persons or their authorized representatives before managing their finances or assets.

3. Maintain accurate records of all financial transactions and property management activities, ensuring transparency and accountability.

4. Implement internal controls and oversight mechanisms to prevent fraud, theft, or misuse of participant funds or property.

 

23. Medication Management:

Policy: Alert Care Services Australia Pty. Ltd. maintains strict protocols for the safe and responsible management of medication administration to entitled persons.

Procedure:

1. Ensure that support workers responsible for medication administration receive appropriate training and certification in medication management.

2. Develop individualized medication management plans for entitled persons in consultation with healthcare professionals, detailing medication schedules, dosages, and administration methods.

3. Implement robust systems for medication storage, handling, and documentation to minimize the risk of errors or adverse events.

4. Regularly review and update medication management plans in response to changes in the entitled person's health status or medication regimen.

 

24. Infection Management:

Policy: Alert Care Services Australia Pty. Ltd. implements comprehensive infection management protocols to prevent the spread of infectious diseases and promote the health and safety of entitled persons and support workers.

Procedure:

1. Provide education and training to support workers on infection prevention and control practices, including hand hygiene, personal protective equipment use, and environmental cleaning.

2. Develop and implement infection management plans that outline procedures for identifying, reporting, and responding to suspected or confirmed cases of infectious diseases.

3. Ensure access to necessary resources and supplies for infection prevention and control, such as hand sanitizers, gloves, masks, and disinfectants.

4. Monitor and evaluate compliance with infection management protocols and implement corrective actions as needed to maintain a safe and healthy environment.

 

25. Mealtime Management:

Policy Statement: Alert Care Services recognizes the importance of providing appropriate mealtime management for individuals with disabilities under our care. Our goal is to ensure that all clients receive adequate nutrition, assistance, and support during meal times.

Procedure:

1. Assessment: Conduct an initial assessment of each client’s dietary needs, preferences, and any specific requirements related to disabilities.

2. Meal Planning: Develop personalized meal plans considering dietary restrictions, preferences, and nutritional needs.

3. Assistance: Provide necessary assistance and support during meal times as per individual requirements, including feeding assistance, adaptive equipment provision, and supervision.

4. Training: Ensure all staff members are trained in proper mealtime management techniques, including feeding techniques, use of adaptive equipment, and recognizing signs of swallowing difficulties.

5. Monitoring: Regularly monitor clients’ food intake, dietary changes, and any issues related to mealtime management. Document observations accordingly.

6. Collaboration: Coordinate with healthcare professionals, dietitians, and other relevant parties to ensure effective mealtime management.

 

26. Waste Management:

Policy Statement: Alert Care Services is committed to implementing effective waste management practices to minimize environmental impact and ensure the safety and well-being of our clients and staff.

Procedure:

1. Segregation: Segregate waste into appropriate categories such as general waste, recyclables, and biohazardous waste.

2. Disposal: Dispose of waste following local regulations and guidelines. Ensure biohazardous waste is disposed of safely and appropriately.

3. Training: Train staff on proper waste segregation, handling, and disposal procedures.

4. Equipment: Provide necessary equipment such as waste bins, containers, and personal protective equipment (PPE) for safe handling of waste.

5. Monitoring: Regularly inspect waste disposal areas to ensure compliance with waste management policies and procedures.

6. Documentation: Maintain records of waste disposal activities, including quantities disposed and disposal methods used.

 

27. Financial Management:

Policy Statement: Alert Care Services is committed to maintaining transparent, ethical, and efficient financial management practices to ensure accountability and integrity in all financial transactions.

Procedure:

1. Budgeting: Develop annual budgets in consultation with relevant stakeholders, considering operational needs and financial constraints.

2. Financial Reporting: Prepare accurate and timely financial reports, including income statements, balance sheets, and cash flow statements.

3. Documentation: Maintain complete and organized financial records, including invoices, receipts, and payroll information.

4. Authorization: Establish clear protocols for authorization of expenditures and financial transactions, including appropriate levels of approval.

5. Compliance: Ensure compliance with relevant laws, regulations, and accounting standards governing financial management.

6. Audit: Conduct regular internal audits and, if applicable, external audits to ensure compliance and identify areas for improvement.

 

28. Emergency and Disaster Management:

Policy Statement: Alert Care Services is committed to ensuring the safety and well-being of our clients and staff during emergencies and disasters by implementing comprehensive emergency preparedness and response measures.

Procedure:

1. Risk Assessment: Conduct risk assessments to identify potential emergencies and hazards specific to our facilities and operations.

2. Emergency Planning: Develop emergency response plans detailing procedures for various types of emergencies, including evacuation, sheltering, and communication protocols.

3. Training: Provide regular training to staff on emergency procedures, including evacuation drills and first aid training.

4. Communication: Establish reliable communication channels for disseminating emergency information to clients, staff, and relevant stakeholders.

5. Coordination: Collaborate with local emergency services, government agencies, and community organizations to coordinate emergency response efforts.

6. Review and Improvement: Regularly review and update emergency plans and procedures based on lessons learned from drills, incidents, and changes in risk factors.

 

29. Child Safety Policy:

Policy Statement: Alert Care Services is committed to providing a safe and secure environment for children with disabilities under our care, ensuring their protection from harm, abuse, and neglect.

Procedure:

1. Screening: Conduct thorough background checks and screening of all staff members and volunteers working with children, including criminal record checks and reference checks.

2. Training: Provide comprehensive training to staff on child protection policies, recognizing signs of abuse, and appropriate reporting procedures.

3. Supervision: Ensure adequate supervision of children at all times, taking into account individual needs and vulnerabilities.

4. Reporting: Establish clear protocols for reporting suspected cases of child abuse or neglect to appropriate authorities, including child protective services and law enforcement.

5. Confidentiality: Maintain confidentiality and privacy of sensitive information related to child protection cases, sharing information only on a need-to-know basis.

6. Prevention: Implement measures to prevent potential risks to children, such as restricting access to certain areas, implementing buddy systems, and promoting awareness among staff and clients.

 

30. Assist Travel and Transport:

Policy Statement: Alert Care Services is committed to facilitating safe and accessible travel and transportation for individuals with disabilities, ensuring their comfort, dignity, and independence during transit.

Procedure:

1. Assessment: Conduct assessments of clients’ transportation needs, mobility limitations, and preferences for mode of transport.

2. Coordination: Arrange transportation services, including accessible vehicles and assistance for clients requiring mobility aids or special accommodations.

3. Training: Provide training to staff on assisting clients with boarding, disembarking, and navigating transportation safely.

4. Accessibility: Ensure that transportation vehicles and facilities are accessible and compliant with relevant accessibility standards and regulations.

5. Communication: Maintain clear and timely communication with clients, staff, and transportation providers regarding travel arrangements and any special requirements.

6. Feedback: Solicit feedback from clients regarding their travel experiences and use it to improve transportation services and procedures.

 

Note: These policies and procedures are subject to regular review and updates to ensure alignment with best practices, regulatory requirements, and the evolving needs of our clients and organization. All staff members are expected to familiarize themselves with these policies and comply with them in their day-to-day activities. Failure to comply may result in disciplinary action up to and including termination of employment.

Top of Form