Glen Innes Severn Council Meeting 22 MAY 2014€¦ · 28 July 2011 2.3.3 Intake for Aged Care Client Record (ACCR) 2.4.1 Case Management/Case Coordination First Issue 1.5 Flow Chart

Glen Innes Severn Council Meeting

22 MAY 2014

Reference Number: Version No 8.0 Date of Effect: 22/05/14

Review Date: May 2017

Responsible Officer: Manager of Community Services

Related Documents:

GLEN INNES

SEVERN COUNCIL

LIFE CHOICES –

SUPPORT Services

Procedure manual

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2 Life Choices – Support Services Procedure Manual




Related Documents:

Date of Version: What is new?

23 April 2009 First Issue

25 June 2009 1.5 Flow Chart of the Aged and Disability Services Procedure Manual

2.1.1 Tendering

2.4 Case Management/case coordination/community assistance

2.5 Equipment purchases for clients

2.6.Food thermometer calibration

2.7 Client Satisfaction

3.1 Document Control

7 June 2010 1.2 Flow Chart

1.5 Flow Chart of the Aged and Disability Services Procedure Manual

2.1.2 Notification of Funding Agreement

2.3 Intake

2.3.2 Intake /Community Assistance

2.3.3 Intake for Aged Care Client Record

2.4.2 Community Assistance

2.4.3 Aged Care Client Record

23 June 2011 1.2 Responsibilities.

1.3 Clause Matrix.

1.5 Flow chart of the Aged and Disability Services Procedures Manual

Replace ‘Filemaker Pro’ with ‘Client Database’ throughout.

Replace ‘Management Plan’ with ‘Operational Plan’ throughout.

Replace ‘Dataworks’ with ‘Technology One ECM’ throughout.

2.3 Intake & Assessment

2.3.1 Case Management and Case Coordination Intake

2.3.2 Intake/Assessment for Community Assistance

2.3.3 Intake for Aged Care Client Record (ACCR)

2.4.1 Case Management/Case Coordination

2.4.3 Aged Care Client Record (ACCR) Waiting List.


2.8 Complaints, non-conformances, feedback, and continual improvement.

3.2 External Document Control.

3.3 Records Control

3.4 Human Resources

3.4.1 Recruitment and selection.

3.4.2 Induction and orientation.

3.4.3 Employee review

3.6 Meetings

28 July 2011 2.3.3 Intake for Aged Care Client Record (ACCR)


Date of Version: What is new?

23 April 2009 First Issue

25 June 2009 1.5 Flow Chart of the Aged and Disability Services Procedure Manual

2.1.1 Tendering

2.4 Case Management/case coordination/community assistance

2.5 Equipment purchases for clients

2.6.Food thermometer calibration



7 June 2010 1.2 Flow Chart


2.1.2 Notification of Funding Agreement

2.3 Intake

2.3.2 Intake /Community Assistance


2.4.2 Community Assistance

2.4.3 Aged Care Client Record

23 June 2011 1.2 Responsibilities

1.3 Clause Matrix

1.5 Flow chart of the Aged and Disability Services Procedures Manual

Replace ‘Filemaker Pro’ with ‘Client Database’ throughout.

Replace ‘Management Plan’ with ‘Operational Plan’ throughout.

Replace ‘Dataworks’ with ‘Technology One ECM’ throughout.

2.3 Intake & Assessment

2.3.1




2.4.3 Aged Care Client Record (ACCR) Waiting List



3.2 External Document Control

3.3 Records Control

3.4 Human Resources

3.4.1 Recruitment and selection

3.4.2 Induction and orientation

3.4.3 Employee review

3.6 Meetings

28 July 2011 2.3.3 Intake for Aged Care Client Record (ACCR)


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Related Documents:

26 April 2012 1.2 Responsibilities


2.3. Intake and Assessment




2.4 Case Management/Case Coordination/Community Assistance/Aged Care Client Record

2.4.5 Direct Support Services (new section)

3.4.2 Induction and Orientation

3.4.3 Employee Review

23 May 2013 1.2 Responsibilities





2.4.4.1 Acceptance of Contractor Invoices

2.4.4.5 Direct Support Services

2.6 Food Thermometer Calibration


2.8 Complaints, Non-conformances, Feedback, and Continual Improvement



3.6.1 Monthly Team Leader Meetings

3.6.3 Monthly Staff Meetings at NCC and Garden Court

22 May 2014 Change Aged and Disability Services throughout the Manual to Life Choices – Support Services

Changes to Responsibilities Chart to currently approved structure

1.5 Update of staff meeting schedule to reflect co-location of LC-SS Team

Replacement of ‘Intake Coordinator’ with ‘ Administration and Intake Team’ throughout the document

2.3.1 Inclusion of the phrase ‘by consumer choice and selection as long as there is capacity’

2.4.3 Removal of consumer from waiting list with consent after refusing an Home Care Package (HCP) three (3) times

2.4.5 Detail added to Direct Support Services procedures to facilitate more efficient service delivery

Replace Community Aged Care Package(s) (CACP) with Home Care Package(s) (HCP) throughout the document

‘Case Manager/Management’ and ‘Case Coordinator/Coordination’ have been replaced with ‘Support Facilitator/Facilitation’ throughout the document, to reflect the changes in Aged Care Services and Disability Services

The words ‘Local’ and ‘Regional’ have been included in the titles of the Support Services supervisors to distinguish those responsible for Glen Innes Severn services from those responsible for the wider region

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The titles of ‘Generalist Support Workers’ has been changed to ‘Activity Support Workers’

The title of ‘Payroll Officer’ has been changed to ‘Human Resources Officer (Payroll)

2.7 Changes to the wording of the Consumer Meetings to reflect co-location and other name changes

2.8 Addition of Register of Complaints

3.1 Change of review requirements to three (3) years to align with Review Date and Council policies

3.4.1 (g) Update of Letter of Appointment to reflect new procedures

3.4.3 Addition of Training Register

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CONTENTS

1.0 INTRODUCTION ................................................................................................................ 7

1.1 Scope ................................................................................................................................. 7

1.2 Responsibilities .................................................................................................................. 7

1.3 Clause Matrix ..................................................................................................................... 8

1.4 Introduction to the sections of the Life Choices – Support Services Procedure Manual ... 10

1.5 Flow chart of the Life Choices – Support Services Procedure Manual ............................. 11

2.0 OPERATIONS .................................................................................................................. 12

2.1 Tendering and Agreement ................................................................................................ 12

2.1.1 Tendering ................................................................................................................ 12

2.1.2 Notification or Funding Agreement .......................................................................... 12

2.2 Planning ........................................................................................................................... 12

2.3 Intake and Assessment .................................................................................................... 13

2.3.1 Support Facilitation and Intake ................................................................................ 13

2.3.2 Intake/Assessment for Community Assistance ...................................................... 13

2.3.3 Intake for Aged Care Client Record (ACCR) ........................................................... 14

2.4 Support Facilitation/Community Assistance/Aged Care Client Record ............................. 14

2.4.1 Support Facilitation ................................................................................................. 14

2.4.2 Community Assistance (eg exercise/ transport programs) ...................................... 15

2.4.3 Aged Care Client Record (ACCR) Waiting List ....................................................... 15

2.4.4 Setting up a New Contractor ................................................................................... 16

2.4.4.1 Acceptance of Contractor Invoices ............................................................ 16

2.4.4.2 Service Agreement Renewal ..................................................................... 16

2.4.5 Direct Support Services .......................................................................................... 17

2.5 Equipment Purchases for Consumers .............................................................................. 18

2.6 Food Thermometer Calibration ......................................................................................... 18

2.7 Consumer Satisfaction ..................................................................................................... 18

2.8 Complaints, Non-conformances, Feedback, and Continuous Improvement ..................... 19

3.0 SYSTEM MANAGEMENT PROCEDURES ...................................................................... 20

3.1 Document Control ............................................................................................................ 20

3.2 External Document Control (E.g. codes and standards)................................................... 20

3.3 Records Control ............................................................................................................... 20

3.4 Human Resources ............................................................................................................ 21

3.4.1 Recruitment and Selection ...................................................................................... 21

3.4.2 Induction and Orientation ........................................................................................ 22

3.4.3 Employee Review ................................................................................................... 22

3.5 Internal Audits .................................................................................................................. 23

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3.6 Meetings ........................................................................................................................... 23

3.6.1 Monthly Life Choices – Support Services Supervisors Meetings: ........................... 23

3.6.2 Monthly Staff Meetings for Life Choices – Support Services: .................................. 23

3.6.3 Management Review Meeting ................................................................................. 23

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Related Documents:

1.0 INTRODUCTION

1.1 Scope Provide support services, including brokered services, to enable frail aged, people with a disability, and their carers to remain at home and to be as independent as possible.

1.2 Responsibilities

Life Choices - Support Services

Manager of Community

Services

Team Leader Life Choices - Support

Services

Local Disability Support Services

Supervisor

Activity Support Workers

(Disability)-(2)

Regional Disability Support Services

Supervisor

Support Facilitators (Disability) (2)

Local Aged Support Services Supervisor

Aboriginal Community Support

Worker

Activity Support Workers(Aged) (2)

Regional Aged Support Services

Supervisor

Support Facilitators (Aged) (3)

Aboriginal Support Facilitator

Direct Support Services Supervisor

Direct Support Workers (12)

Administration and Intake Supervisor

Administration and Intake Officers (2)

Healthy Lifestyle Coordinator

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Related Documents:

1.3 Clause Matrix

Clause In ISO 9001:2008 Where addressed

4.2.2 Quality Manual 1.0 Introduction.

4.2.3 Control Of Documents

3.1 Document control and 3.2 External document control.

4.2.4 Control Of Records 3.3 Records control.

5.3 Quality Policy See Life Choices - Support Services Mission, Vision and Objectives.

5.4.1 Quality Objectives See Life Choices - Support Services Mission, Vision and Objectives.

5.4.2 Quality Management System Planning

A Ten Year Community Strategic Plan for Council is developed every ten (10) years following consultation with community and needs groups.

A Ten (10) Year Aged and Disability Strategy is in place (2008-2018).

An Operational Plan is developed annually by Council. Relevant information from the Community Strategic Plan and the Aged and Disability Strategy is entered into the Operational Plan by Council.

5.5.1 Responsibility And Authority

See Position Descriptions and organisational chart.

Responsibilities are also documented in the procedures.

5.5.2 Management Representative

The Management Representative for the Life Choices – Support Services Procedure Manual is the Manager of Community Services. The role of the Management Representative is to ensure the Life Choices – Support Services Procedure Manual is developed and maintained, and to regularly report to senior management on the effectiveness of the Life Choices – Support Services Procedure Manual. The main responsibility of the Management Representative is therefore to ensure internal audits are performed and effective.

5.5.3 Internal Communication

3.6.1; 3.6.2; & 3.6.3 Staff meetings.

5.6 Management Review 3.6.3 Management Review Meeting.

6.2 Human Resources 3.4 Human resources.

6.3 Infrastructure Addressed in Management Review Meeting (See 3.6.3 Management Review Meeting), the Community Strategic Plan and the Operational Plan.

6.4 Work Environment Addressed in Management Review Meeting (See 3.6.3 Management Review Meeting) and the Community Strategic Plan.

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Related Documents:

Clause In ISO 9001:2008 Where addressed

7.1 Planning Of Product Realisation

2.2 Planning.

7.2 Customer Related Processes

2.1 Tendering and agreement.

7.3 Design And Development

Exclusion to ISO 9001: Design and development is not applicable to Aged and Disability Services.

7.4 Purchasing 2.4 Support Facilitation.

7.5.1 Control Of Production And Service Provision

2.4 Support Facilitation.

7.5.2 Validation Of Processes For Production And Service Provision

Exclusion to ISO 9001: All work can be validated through normal checking and supervision processes.

7.5.3 Identification And Traceability

2.4 Support Facilitation/community assistance/ Aged Care Client Record.

7.5.4 Customer Property No specific procedure exists that addresses this clause. Any complaints related to damaged consumer property would be handled as per 2.8 Complaints, non-conformances, feedback, and continual improvement.

7.5.5 Preservation Of Product

See food preparation policies and procedures.

7.6 Control Of Monitoring And Measuring Devices

2.6 Food thermometer calibration.

8.2.1 Customer Satisfaction

2.7 Consumer satisfaction.

8.2.2 Internal Audit 3.5 Internal audits.

8.2.3 Monitoring And Measuring Of Processes and 8.2.4 Monitoring And Measuring Of Product

2.4 Support Facilitation/community assistance/Aged Care Client Record.

8.3 Control Of Non-Conforming Product


8.4 Analysis Of Data 2.8 Complaints, non-conformances, feedback, and continual improvement and 3.6.1 Staff meetings.

8.5.1 Continual Improvement


8.5.2 Corrective Action and 8.5.3 Preventive Action


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Related Documents:

1.4 Introduction to the sections of the Life Choices – Support Services Procedure Manual

Section name

Brief Description Section headings Persons relevant to

1.0 INTRODUCTION

Provides a brief overview of the sections of the Life Choices - Support Services Procedure Manual. This section also was designed to meet clause 4.2.2 of ISO 9001

1.1 Scope 1.2 Responsibilities 1.3 Clause matrix 1.4 Introduction to the sections of the Life Choices - Support Services Procedure Manual 1.5 Flow chart of the Life Choices - Support Services Procedure Manual

All staff and management

2.0 OPERATIONS

This section describes the main processes of Life Choices – Support Services commencing with tendering through to the support facilitation and billing process

2.1 Tendering and agreement 2.2 Planning 2.3 Intake 2.4 Support Facilitation / Aged Care Client Records (includes service agreements) 2.5 Equipment purchases for clients 2.6 Food thermometer calibration 2.7 Client satisfaction 2.8 Complaints, non-conformances, feedback, and continual improvement

All staff and management

3.0 SYSTEM MANAGEMENT PROCEDURES

The section contains procedures relevant to management system standards such as ISO 9001 e.g. internal audits and document control

3.1 Document control 3.2 External document control 3.3 Records control 3.4 Human resources 3.5 Internal audits 3.6 Meetings

Management Representative, Team Leader Life Choices –Support Services

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Related Documents:

1.5 Flow chart of the Life Choices – Support Services Procedure Manual

Throughout these processes:

Records control is as per 3.3

Recruitment and selection and

employee reviews are

performed as per 3.4 Human resources

Internal audits are performed annually as per

3.5 Internal audits (3.6)

LC-SS Staff meetings are

held monthly as per 3.6.2;

Monthly LC-SS Supervisor

Meetings as per 3.6.1;

Management review meetings are held annually

as per 3.6.3 Management

review meeting

2.1 Tendering and agreement

Engaging a contractor is as per 2.4.3.1 Support

Facilitation

2.4 Support Facilitation /community assistance and Aged Care Client Record) (includes the process for

service coordination)

2.4.4 Setting up a new contractor

Contractors required?

2.3 Intake (Incorporating Support

Facilitation/community assistance and Aged Care Client Record)

2.2 Planning

Equipment purchases

for consumers?

2.8 Complaints, non-conformances, feedback,

and continual improvement

2.7 Consumer satisfaction

2.5 Equipment purchases for consumers

Direct Service

Direct Support Services Supervisor set up service

as per directions from Support Facilitator

Direct Support Services process is as per 2.4.5

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2.0 OPERATIONS

2.1 Tendering and Agreement Responsibility: Team Leader

2.1.1 Tendering

1. A tender is received from the funding agency and reviewed;

2. A plan of how to deliver the required services is discussed with consideration given to expenses, capacities and resources;

3. If a financially viable tender opportunity, an application is completed and checked;

4. Approval of the tender submission is by signature of the Team Leader and other relevant key personnel as appropriate;

5. The tender is submitted to the agency on time.

2.1.2 Notification or Funding Agreement

1. If the tender is successful, a funding notification or a funding agreement, as appropriate, is received and reviewed:

a. If a funding notification is received, the Team Leader reviews current capabilities. If still able to service the work, the Team Leader responds accordingly;

b. If a funding agreement is received: i. The funding agreement is reviewed at a Council meeting; ii. If accepted, the funding agreement is signed and sealed and returned to

the agency for countersigning and return; iii. The returned funding agreement is distributed:

1. The agreement is scanned into Technology One ECM; 2. The original agreement is filed by the Records Supervisor.

Note: If a variation to the funding agreement is received, repeat these steps.

2.2 Planning Responsibility: Team Leader

1. The commencement date is identified and the service is resourced accordingly.

2. If a new service: a. Documentation appropriate to the new service is prepared; b. Promotion media is prepared by the Team Leader and reviewed/approved by

Director of Corporate and Community Services and the Communications and Media Officer;

c. The new service is promoted accordingly through distribution and networking as appropriate.

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2.3 Intake and Assessment

2.3.1 Support Facilitation and Intake

Responsibility: Administration and Intake Team/Disability and Aged Support Services Supervisors.

1. Verbal consent is obtained for the collection of intake information;

2. Consumer information is recorded on a relevant Intake Form: a) Respite services via appropriate Intake Form; b) Disability day program entry will be by consumer choice and selection as long

as there is capacity. Intake will be via appropriate intake forms; c) Community Options Projects (COPS) and National Respite for Carers Program

(NRCP): Pink Intake Form; d) Care Recipient National Respite for Carers Program (CRNRCP)/Home Care

Package (HCP): Green Intake/Assessment Form;

3. Eligibility for a program is determined;

4. The consumer is set up in Consumer Database;

5. An assessment is performed using the Ongoing Needs Identification Tool and/or Carer Eligibility Needs Assessment or abbreviated form;

6. Written consent is obtained on a Consent Form;

7. An Advocate Form is signed by the consumer and their advocate unless the consumer declines to appoint an advocate;

8. The LC- SS Work Health and Safety (WHS) Pre-Visit safety checklist is completed, followed by the Initial Visit WHS form on the first visit, if required;

9. Prioritisation is carried out using the appropriate tool, if required;

10. The consumer is either accepted into the applicable program, placed on the program waiting list, or in the case of flexible disability respite put on the Service to Service system (S2S) and taken to the next regional Respite Coordination Group (RCG) meeting for prioritisation;

11. The consumer is notified when a place is available in the program or of the RCG discussion outcome;

12. All forms are scanned into relevant Consumer Database and attached to consumer notes.


Responsibility: Administration and Intake Team/Disability and Aged Support Services Supervisors

1. Consumer is assessed for Home and Community Care (HACC) eligibility by completion of a Community Assistance Intake Assessment Form (yellow) including:

a. Consumer details; b. Special needs group information; c. Carer details if applicable, person responsible (if different from carer); d. Functional Profile; e. Preferred Service Type;

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2. Consent by consumer is by signature on the relevant Community Assistance Intake/Assessment Form;

3. The relevant WHS Form is completed if required;

4. The consumer is set up in Consumer Database incorporating information from the Community Assistance form and an electronic care plan is completed;

5. The consumer is either accepted into the applicable program or placed on the program waiting list;

6. The consumer is notified when a place is available in the program;

7. All forms are scanned into relevant Consumer Database and attached to consumer notes.


Responsibility: Administration and Intake Team/Disability and Aged Support Services Supervisors. Consent from the consumer is required for the Aged Care Assessment Team (ACAT) to forward the consumer record. Therefore consent is implicit with presence of ACCR:

1. Prioritisation Form is completed on receipt of ACCR and consumer information is set up in Consumer Database;

2. Consumer details added to ACCR Waiting List in ‘J’ drive;

3. A letter is sent to the consumer advising that they have been placed on the waiting list and will be contacted regularly by the Administration Intake Team/Support Facilitator;

4. All forms and letters are scanned into the relevant Consumer Database and attached to consumer notes;

5. The consumer is notified when a Home Care Package (HCP) is available.

2.4 Support Facilitation/Community Assistance/Aged Care Client Record Responsibility: Disability and Aged Support Services Supervisors and Support Facilitators

2.4.1 Support Facilitation

A Support Facilitator is allocated at relevant staff meetings:

1. The Support Facilitator sets up a Care Plan and Support Plans in the Consumer Database with the consumer and within the confines of the Funding Agreement;

a. If the consumer is an ACCR consumer or intake assessment has occurred at a different location, a Pre visit WHS check and an Initial Visit WHS check also need to be completed by the Support Facilitator.

2. The consumer and Support Facilitator discuss who will provide the direct services: a. If a contractor is needed, the appropriate contractor is selected and engaged by

an Individual Service Agreement (see also 2.4.3 Setting up a new contractor): i. Service agreements between $3,000 and $10,000 must be approved by

signature of the Team Leader or relevant supervisor; ii. Service agreements above $10,000 must be approved by signature of

the Director;

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iii. The contractor must perform a WHS inspection and provide a copy to GISC.

b. If Council’s direct support staff are to be used, the Support Facilitator completes a Workplace Review WHS assessment and forwards the same together with Client Service Detail (CSD) by email, from a case note to the Direct Support Services Supervisor (see 2.4.5).

3. The direct service commences. The Support Facilitator supports the consumer in meeting Care Plan goals. Support Facilitator:

a. Keeps records of progress and visits in the Consumer Database as case notes; b. Updates the Ongoing Needs Identification (ONI), Care Plan and Support Plan

as needed; c. Pertinent correspondence and documentation is scanned electronically into the

consumer database and attached to the relevant case note.

4. The Support Facilitator contacts the consumer by phone: a. COPS - at least once per month and visits the consumer at least once per three

(3) months. Case notes of the visits are kept in the consumer database; b. HCP/Home Care Packages – as agreed by consumer/as initiated by consumer

and visits for agreed reviews (minimum annually); c. NRCP – as agreed by consumer and Support Facilitator with a minimum annual

service review including care plan, support plans for the carer and care recipient and consent;

d. Respite/Day Options and Home and Community Care (HACC) – once per three (3) months in the first year of service and every six (6) months thereafter unless more regular contact is required.

5. If a Support Facilitator is assigned, the service must be reviewed every three (3) months in the first year of service and every six (6) months thereafter (more regularly if required) and a re-assessment completed annually. Annual re-assessments may be conducted over the telephone where:

a. Annual visits are impractical for reasons of either geographical isolation and/or carer responsibilities (e.g. employment);

b. The carer requests this, and; c. Such telephone review is approved by the appropriate supervisor/team leader.

2.4.2 Community Assistance (eg exercise/ transport programs)

1. The service commences. The Support Facilitator supports the consumer in meeting Care Plan goals. The Support Facilitator:

a. Will keep records of progress and visits in the consumer database as case notes;

b. Updates the Care Plan and Support Plan annually (electronically); c. Obtains pertinent documentation (relevant WHS Form if applicable) and scans it

electronically into the consumer database; d. Completes group risk assessments and/or venue risk assessments as required;

2. Contact will be consumer initiated and may be recorded in the consumer database or on Day Sheets;

3. The service must be reviewed and a re-assessment completed annually using the relevant Community Assistance form.

2.4.3 Aged Care Client Record (ACCR) Waiting List

1. Regular contact is made with consumers whilst on the waiting list, often monthly;

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2. If eligible, assistance is offered under other programs;

3. If an HCP has been refused by a consumer on the waiting list three (3) times, the consumer will be asked if they wish to remain on the waiting list and if not they will be removed.

Periodic payments from the funding agencies are reviewed by the Team Leader and Manager. Any discrepancies or adjustments are resolved. When a consumer exits the program:

1. If there is no likelihood of re-entry, electronic files are filed as per the Archiving Procedure.

Note: For a long-term consumer, the consent form must be renewed annually. Note: With centre based services, Day Sheets are kept as a record of attendance and monies paid.

2.4.4 Setting up a New Contractor

Responsibility: Team Leader or Manager of Community Services.

1. Preferred Contractors are approved by Council following an open tender process;

2. Exceptions to the open tender process may be approved for contracts with other Councils, statutory bodies, or for specialist services, as per the Department of Local Government Tender Guidelines;

3. Signed contracts by successful tenderers are executed by signature of the relevant Council representative and Council seal on an agreement;

4. The contractor receives one (1) copy of the agreement and the other copy is filed by the Records staff.

Note: On an annual basis, the Service Provider Annual Review of Aged and Disability Service Provision Contract is sent to all approved contractors for completion.

2.4.4.1 Acceptance of Contractor Invoices

1. An Administration Intake Officer/Support Facilitator matches tax invoices received from the contractor against the Support Plan. Discrepancies, if any, are resolved by the relevant Support Facilitator;

2. If the invoice matches the Support Plan, an Administration Intake Officer: a. Prepares an Order to Pay. Approval for the Order To Pay is by signature of the

Team Leader/Supervisor/Support Facilitator (within delegation); b. Stamps the invoice, and fills in the job cost number and date. Approval to pay

is by signature of the Team Leader/Supervisor/Support Facilitator (within delegation).

3. A copy of the Order to Pay/Invoice is filed and the original is sent to Finance for payment.

2.4.4.2 Service Agreement Renewal

Individual Service Agreements must be renewed annually. The new Service Agreement is prepared based on current needs. The Service Agreement is approved as per 2.4.1 above.

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2.4.5 Direct Support Services

Person responsible: Direct Support Services Supervisor

1. After checking staff availability for service, the Support Facilitator provides a completed Client Service Detail in an email (from the consumer note) and a completed Workplace Review WHS form to the Direct Support Services Supervisor, who checks the Client Service Detail and returns it if any relevant information is incomplete. The checked Client Service Detail information will then be added to the next roster. Should the service involve an outing to a specific venue, the Support Facilitator will ensure that a current Venue Risk Assessment is available and the Direct Support Services Supervisor will ensure that the Direct Support Worker has current copies of all venue risk assessments, to facilitate consumer choice;

2. The normal service week commences each Saturday. Client Service Details must be received by midday Tuesday for the service to commence in the following week. The Direct Support Services Supervisor will then roster said services and email the Life Choices - Support Services Team Leader (from the consumer note) to confirm the commencement date and time of services;

3. If the service cannot commence for any reason, the Direct Support Services Supervisor will notify the Support Facilitator in an email (from the consumer note) no later than Thursday afternoon of that week. Weekly rosters will be completed and provided to the Direct Support Workers by Thursday of each week;

4. At the commencement of every new service the Direct Support Worker will complete a WHS Direct Support Workers Task Sheet. If, when completing the form, the Direct Support Worker believes there is a risk to the consumer and/or worker, the Direct Support Worker will call the Direct Support Services Supervisor immediately for advice. The Direct Support Supervisor will advise the Support Facilitator;

5. On completion of the service, Direct Support Worker will return to office and hand in the WHS Direct Support Workers Task Sheet and report on the service. The Direct Support Services Supervisor will then read and scan the WHS Direct Support Workers Task Sheet and attach it to the appropriate note in Filemaker Pro, forward the note to the Support Facilitator and discuss/address any issues observed by the Direct Support Worker;

6. Direct Support Workers will make notes after each service and return all routine notes to the Direct Support Services Supervisor at least monthly to be scanned to the Support Facilitator to attach to a case note. All consumer matters which are of an urgent nature should also be noted and supplied to the Direct Support Services Supervisor for immediate attention;

7. If at any time during a service a Direct Support Worker is concerned about the consumer or the consumer requests a variation to the service outlined on the Client Service Detail, the Direct Support Services Supervisor is to be contacted for advice;

8. If the consumer appears very unwell when the Direct Support Worker arrives, or if they deteriorate rapidly, the Direct Support Worker must ring 000, manage the situation according to their First Aid training and as soon as possible contact the Direct Support Services Supervisor;

9. Any changes to, or cancellations of, active Client Service Details are to be notified as soon as possible to the Direct Support Services Supervisor (from the consumer note) and receipt of information acknowledged in an email (from the consumer note) by the Direct Support Services Supervisor;

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10. It is the responsibility of the Support Facilitator to supply updated Client Service Details as necessary and the responsibility of the Direct Support Services Supervisor to update current Client Service Details in Rostrit, to ensure that correct information is made available to staff.

2.5 Equipment Purchases for Consumers Responsibility: Team Leader, Support Facilitators

1. If over $1,000 of equipment is needed, at least three (3) quotes are required if possible;

2. The supplier and product are selected based on the procurement policy, availability, funding agency requirements, needs assessment, and price;

3. A Purchase Order is raised by an authorised staff member (Authorities as per Accounting software access capability);

4. The product is checked against the Purchase Order and signed by the Team Leader if correct. If the produce cost is over $10,000, the Purchase Order is signed by the Director. Copies of the signed Purchase Order, quotes received, and the accompanying tax invoice are sent to the Finance Department for payment and a copy to file.

2.6 Food Thermometer Calibration Responsibility: Local Aged Support Services Supervisor Food thermometers are calibrated twelve (12) monthly by an external body. A record of calibration is provided and filed. When not in use, food thermometers must be protected from damage, by being stored in the case provided. If the food thermometer was found to be significantly out of calibration, an investigation into the effect this may have had on food safety should commence immediately. Investigation records and the associated corrective actions should be included on the Continuous Improvement Register.

2.7 Consumer Satisfaction Responsibility: Team Leader Annual surveys are performed amongst consumers and special needs groups. Information received is collated, analysed, and reported to the Manager of Community Services. Information from the report can be addressed in Council’s Operational Plan as appropriate. Meetings are held every six (6) months with consumers of local activity services. Minutes are kept of these meetings.

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Where instigated by the funding agency, periodic reviews of Life Choices - Support Services are performed. The funding agency report from the review is checked and any items for concern are addressed as appropriate.

2.8 Complaints, Non-conformances, Feedback, and Continuous Improvement Responsibility: Team Leader Consumer complaints of a minor nature at a service delivery level, which are resolved by Support Facilitator, are recorded in consumer files. Consumer complaints of a more serious nature, including those against a Support Facilitator/Council employee and the associated actions, are recorded in ECM. All complaints registered in ECM are ‘tasked’ to the relevant Director and/or General Manager, who ensure that they are closed out after the area of complaint has been settled with the consumer. If complaints are unable to be settled, any further actions should also be detailed by the relevant supervisor. A record of the complaint is also kept on the consumer’s file. Formal feedback on the performance of Life Choices - Support Services can come from:

1. Consumer complaints (see above paragraph);

2. Consumer meetings, funding agency reviews, and annual surveys (See 2.7 Consumer Satisfaction); and

3. Staff meetings (See 3.6.3 Staff meetings).

Relevant feedback is collated by team leaders for the purpose of identifying emerging trends, including in a Register of Complaints. Where further corrective or preventive action should be taken in order to prevent the occurrence or re-occurrence of a complaint or problem, the Continuous Improvement Register is completed:

1. The problem, potential problem, or suggestion is recorded;

2. The true cause of the problem/complaint is determined and recorded (not required for suggestions);

3. Which Standard the problem/issue relates to (if any);

4. If no further action is required, the line on the Continuous Improvement Register is closed out;

5. If further action is required, the appropriate corrective/preventive action is determined and responsibilities and timeframes are recorded;

6. After actions are being implemented, the result of the action is recorded;

7. If the likelihood of occurrence or re-occurrence has been reduced to an acceptable level, the line is closed out on the Continuous Improvement Register.

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3.0 SYSTEM MANAGEMENT PROCEDURES

3.1 Document Control Responsibility: Management Representative The master of the Life Choices - Support Services Procedure Manual is the electronic version, which is available on the intranet. A hardcopy is available at Life Choices – Support Services. Wherever possible electronic documents and forms are read only protected or saved as PDF. The approving authority for the Life Choices - Support Services Procedure Manual is noted in the footer of the manual. The Life Choices - Support Services Procedure Manual is reviewed, at a minimum, every three (3) years as per the Council Policy Register, or otherwise as required. When changes to the manual are required:

1. Changes are made in consultation with others where appropriate;

2. The footer of the manual is updated;

3. Page two (2) of the manual is updated with changes made;

4. The changed document is reviewed in monthly team meetings. Team members sign the ‘sign off’ sheet at the back of the policy. The newly signed version replaces the obsolete hardcopy versions. Obsolete hardcopy versions are shredded (signature pages of the obsolete version to be maintained);

5. A PDF copy of the manual is provided on the intranet by the Records Officer.

3.2 External Document Control (E.g. codes and standards) Responsibility: Team Leader Notification of changes to relevant codes or standards is through funding bodies or Council. If notified of a change to a relevant standard, the responsible officer reviews the changes and implements the changes accordingly, including making changes to procedures, and forms as appropriate. Information regarding new policies, codes, standards and guidelines is provided through staff meetings, and staff sign off on all Council policies. Obsolete standards must be deleted, discarded, or kept aside from the current version.

3.3 Records Control Responsibility: Records Supervisor Records may be archived as needed. Archives are labelled accordingly and recorded in an Archive Register.

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When records are due for destruction as per GDA10 (General Disposal Authority Local Government Records), the list of records for disposal is sent to the Records Supervisor. Approval for records destruction is by the Records Supervisor as per GDA10. Records for disposal are security shredded. Electronic records are backed up daily. This includes all information on the following servers: Client Database (consumer data), Exchange (shared drives, printer drivers), Electronic Document Control (records), and Financial System (financial records). Backup tapes are kept in a locked area with archives until they need to be reused.

3.4 Human Resources Responsibility: Director Corporate and Community Services/ Manager Community Services/ Team Leaders / Manager Administration and Human Resources Officer (Payroll).

3.4.1 Recruitment and Selection

1. The Team Leader/Manager: a. Reviews the Position Description; b. Completes a Position Justification Form; c. Drafts an advertisement for the position including appropriate wording if the

position is child related employment.

2. Forwards all documentation to the Director for approval. When approval is received from the General Manager and Director:

a. A recruitment file is prepared by the Human Resources Officer (Payroll) and will include:

1. The Position Justification Form and Position Description; 2. An Information pack; 3. A List of applicants; 4. Applications; 5. Selection documentation.

b. The Team Leader/Manager: i. Forwards the approved advertisement to the Communications and Media

Officer.

c. The Panel Convenor: i. Prepares an Appointment of Panel Form to be approved by the Manager

Administration and Human Resources.

d. The Human Resources Officer (Payroll) receives and registers the applications.

e. The selection panel: i. Identifies potential employees that meet the requirements including

relevant qualifications and shortlists for interview; ii. Forwards file to Manager Administration and Human Resources for

review and approval of the shortlist; iii. Develops interview questions; iv. Informs the Human Resources Officer (Payroll) so the applicants can be

notified of an interview date, time, and location; v. Performs interviews and completes the Selection Panel Report; vi. Identifies the candidate best meeting the selection criteria. The selected

candidate is recorded on the Recommendation for Appointment form. References are checked using the Telephone Reference form;

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vii. The selected candidate is required to attend a pre-employment medical examination;

viii. Appropriate screening (Federal Police Check and/or Working with Children Check) is carried out.

f. The file is forwarded to the Director for approval;

g. A Letter of Appointment is prepared by the Human Resources Officer (Payroll) in consultation with the Team Leader/Manager/supervisor and finalised by the Manager of Administration and Human Resources. The Letter of Appointment and Position Description are sent to the Director of Corporate and Community Services;

h. The Letter of Appointment is approved by signature of the Director on each page of the Letter of Appointment and Position Description;

i. The candidate must sign each page of their Letter of Appointment and Position Description to formalise acceptance of the offer of employment;

j. The new employee completes relevant information including personal details, a tax declaration, bank details, contact details, etc;

k. A personnel file is prepared by Human Resources.

3.4.2 Induction and Orientation

A site-specific induction is held with the new employee under the direction of the Team Leader/Supervisor using the relevant Induction Manual. The Induction Manual is signed off by the employee. Staff employed in the last three (3) months undergo an orientation with Council.


During the first three (3) months of employment, a probation interview is held with the new employee on a monthly basis. Appropriate improvement plans from the review are implemented. Objectives are set at the final probation review and added to the new employee personnel file for review by the end of March the following year. A regular supervision and support meeting is scheduled for each staff member with their immediate supervisor, which includes monitoring of compliance, skills assessment updates, and review of annual goals and training. Each staff member undergoes an annual performance appraisal/skills assessment with their immediate supervisor. The Performance Management Skills Assessment is completed and signed by the staff member and supervisor. Note: Training needs from these annual performance appraisals/skills assessments help to identify corporate training in Council’s Operational Plan. A Training Register is maintained for LC – SS staff, and required and mandatory training is identified. Note: Information from the performance appraisals/skills assessment is reviewed by the Director of Corporate and Community Services. As appropriate, step increases are approved by the Director. Payroll is notified of step increases and accompanying pay rises and the personnel file is updated accordingly.

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3.5 Internal Audits Responsibility: Management Representative Internal audits are performed annually. When an internal audit is due:

1. The Management Representative prepares an Audit Worksheet by printing each page of the Life Choices - Support Services Procedure Manual two (2) pages to one (1). The Management Representative allocates worksheets to the auditors, who are independent of the process being audited;

2. Each auditor determines compliance with the area that they were assigned to, by asking questions and sighting records. Information sighted and discussed is recorded on the Audit Worksheet;

3. Any areas for improvement are asterisked for later inclusion in the Audit Report;

4. At the conclusion of the audit, the Audit Report is compiled and presented in the Management Review Meeting;

5. Actions from the meeting are recorded on the Audit Report;

6. The Management Representative is responsible for following up the actions from the Audit Report.

3.6 Meetings

3.6.1 Monthly Life Choices – Support Services Supervisors Meetings:

Responsibility: Team Leader LC-SS Standard Agenda Items are: Service Delivery and Service Coordination Policies and Procedures; Team and program reports and updates; Quality Control items; and monitoring of the Continuous Improvement Plan. Actions are followed up at each meeting.

3.6.2 Monthly Staff Meetings for Life Choices – Support Services:

Responsibility: Team Leader LC-SS. Standard Agenda Items: Compliance and Complaints; Policy and Procedure information; Records Management; new service delivery policies, procedures and guidelines. Actions are followed up at each meeting. A WHS meeting takes place at this time and WHS issues and actions are reviewed.

3.6.3 Management Review Meeting

Responsibility: Manager of Community Services. Management Review Meetings are held annually, in conjunction with the Annual Planning process. Attendees at the meeting include the Management Representative and the Team Leader LC-SS.

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Management Review Meeting minutes are recorded on the Management Review Minutes form. Actions from the meeting should be closed out as soon as possible. Actions are followed up by the Management Representative.

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