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Elba Policies
&
Complaints Form
Mission, Values and Philosophy of Care
Elba Incorporated is committed to its Mission:
To excel in providing ongoing quality care and financial management to our disabled members.
We believe that our Values help us to promote positiveness for people with disabilities:
Compassion To extend to others the humane quality of understanding their difficulties and to ensure courtesy and kindness at all times.
Integrity To have moral and ethical principles in all interactions in order to provide scrupulous, professional integrity.
Belief - To place trust, confidence and faith in each other and all that can be achieved.
Enrichment To act in making fuller, more meaningful and rewarding the lives of disabled people in our community.
Our Philosophy of Care reminds us that:
• Each person with a disability is supported and encouraged to
participate and be involved in the life of the community.
• All people are unique and their physical, spiritual, emotional and
social needs should be respected. Opportunities should be
provided to enable all stages of their life to be meaningful.
Mission, Values and Philosophy of Care cont'd
• People with disabilities should have real choice in
deciding the environment in which they live. They
should be encouraged to live as independently as
their capacity permits and supportive care should
be available.
• All care should be designed to meet, in the least
restrictive way, his or her individual needs and
personal goals and be provided regardless of race,
colour, creed or social status.
• People with disabilities have the right to seek
support and rehabilitation in order to experience
optimum quality of life.
• People have the right to live and die with dignity and
in peace.
• The individual worth of Support Workers, staff and
volunteers should always be recognised.
• Elba is committed to providing high quality and
efficient services.
Standard 1
Service Access
PURPOSE AND SCOPE
The purpose of this policy is to set out the circumstances and conditions under which people can be accepted for services with ELBA Inc. The policy has been framed around eligibility criteria outlined in the Disability Services Act (1993), Standard 1 of the Disability Services Standards (1993) and Elbas Constitution and Rules.
This policy applies to all ELBA Incs programs and activities.
POLICY STATEMENT
Elba Inc is committed to assisting its members, within resources constraints, with the provision of services to prevent them from inappropriate admission to institutional care.
BACKGROUND
1. Eligibility for Elba's Disability Services Commission purchased services is
defined in the Disability Services Act (1993) and the Disability Services
Commissions policy Eligibility and Access for Disability Services Commission
Functions and Services.
ELBA Incs funded activities, as stated in its Service Agreement with the
Disability Services Commission are accommodation support and intensive
family support and its geographic area of operation is the broader Perth
Metropolitan area and Bunbury.
2. Clause 6.0 of the ELBA Incorporated Constitution and rules states:
6.1.1 Anyone who receives the services of the Agency shall be obliged to
become a member and shall be deemed a Member; Associate Member;
Affiliate Member or Family Member.
6.1.3 Any potential Member may become an Affiliate Member, subject to
the provision of clause 6.2.
Service Access cont'd.....
6.1.4 Any other person may become an Associate or Social
Member, in accordance with the provision of clause 6.2.
6.2 Any eligible person may apply for membership and shall
be accepted at the absolute discretion of the
Management Committee.
6.3 Subscriptions: Every Member of the Association shall pay
to the Treasurer of the Association, by the 31st day of
October in each year, an annual sum as recommended by
the Management Committee and confirmed by a
subsequent General Meeting.
3. Membership application is open to all people with disabilities
with the proviso that they meet the following four essential
selection criteria:
• High support needs;
• Wheelchair user; and
• Legally able to manage own affairs.
• The Board has granted Extraordinary membership application
where the applicant has a parent or guardian acting on their
behalf.
4. ELBA Inc is a small organisation and the size of the membership
is dictated by the Constitution.
5. The Management Committee will authorise provision of the
aforementioned service to people with a disability, especially a
spinal cord injury.
6. Any potential Member may apply to become an Associate
Member at the discretion of the Management Committee.
Standard 2
Individual Needs
The purpose of this policy is to establish standards of practice that recognise each Member of Elba Inc as having unique skills, lifestyle preferences, personal aspirations and support needs. The policy has been framed around meeting individual needs as they are specified in the Disability Services Act (1993) and Standard 2 of the Disability Services Standards (1993).
This policy applies to all of ELBA Incs programs and activities.
ELBA Inc recognises that all people are unique and hence, services will be designed and delivered, in the least restrictive way, around each Members physical, spiritual, emotional and social needs and in accordance with their circumstances and preferences. Involvement of others (such as family members or advocates) in any or all aspects of the development of the individual service plan is at the sole discretion of the Member.
PROCEDURES
The following procedures are to be implemented to ensure that ELBA Inc meets its policy objective of designing and delivering services around Members individual circumstances, needs and preferences.
ELBA Inc will:
1. Collect necessary information about the Member to properly inform
the individual service planning process, including the Members
skills and abilities and lifestyle preferences.
2. Fully involve the Member in all aspects of the development of the
individual service plan, which will outline the individuals specific
support needs.
Individual Needs cont'd...
3. Develop and document the individual service plan to reflect
the Members needs and preferences within the constraints
of availability and flexibility of resources available to ELBA
Inc.
4. Provide a copy of the individual service plan to the Member.
5. Deliver supports and services in accordance with the
individual service plan.
6. Each Members service plan is under continual review and
will be amended when the Members circumstances, needs
or preferences change or when a review is requested by the
Member.
7. Ensure that all employees and volunteers who will be
supporting the Member have access to the individuals
service plan.
8. Ensure that all Members have been provided with and
understand the Policy on Individual Needs.
9. Ensure that all ELBA Inc employees and volunteers
Standard 3
Decision Making & Choice
The purpose of this policy is to ensure that consumers of ELBA Incs services have the opportunity to participate as fully as possible in making decisions about their daily lives and the services that they need, want and receive. The policy has been framed around Standard 3 of the Disability Services Standards (1993).
ELBA Inc is committed to ensuring that all its Members retain maximum control over their own lives by having primary involvement in, and influence over, decisions that affect them including the services that they need, want and receive. Involvement of others (such as family members or advocates) at any time in the decision making process is at the sole discretion of the Member. ELBA Inc recognises that Members may make decisions or choices that involve risk taking.
The following procedures are to be implemented to enable ELBA Inc to meet its policy objective of ensuring that Members have primary involvement in, and influence over, decisions that affect them.
1.Structure its programs and services to be as flexible and responsive to
the individual needs and preferences of current and future members.
Decision Making & Choice cont'd...
2. Advise the Member of the full range of services that ELBA Inc can
provide.
3. Involve the Member in the identification of their needs and seek
their preferences with respect to the services that they would like to
receive.
4. Commit to exploring service delivery options in order to
accommodate the Members preferences and choices, within the
constraints of available resources.
5. Provide adequate information to assist Members to make informed
choices, which may be through the provision of education and
training, presentation of suitable options and alternatives.
6. A conflict between the staffs duty of care and choices made by a
Member should be brought to the immediate attention of the Chief
Executive Officer.
7. Seek the formal authorisation of the Member by obtaining their
signature on Individual Service Plans and other service
documents.
8. Involve Members in the management of ELBA Inc through
representation on the Management Committee.
9. Involve Members and invite families and advocates to participate
in ELBA Inc's strategic planning activities.
10. Involve Members, families and advocates in the development of
ELBA Incs service policies and procedures
11. Involve the Management Committee in the selection and induction
of new staff and volunteers.
Standard 4
Privacy, Dignity & Confidentiality
The purpose of this policy is to establish standards of and procedures relating to privacy, dignity and confidentiality in Elba Incs dealings with prospective, current and past users of Elba services. This Policy applies to all employees, including paid and unpaid, students, volunteers, advocates, Management Committee members, contractors and any other persons who may act on behalf of the organisation from time to time.
This policy applies to all Elbas programs and activities.
Elba Inc acknowledges its professional responsibility to ensure that each individuals right to have their privacy, dignity and confidentiality recognised and respected in all aspects of service provision and information management in a manner expected by the rest of the community.
The following procedures are to be implemented to ensure that Elba Inc meets its policy objective of ensuring that all service users have the same level of privacy and confidentiality as is expected by the rest of the community.
Elba will:
1. Advise the Member and family or advocate of the nature of the
information that Elba obtains and retains about them.
2. Only collect and store information to enable Elba to provide effective
support and services to its Members and is directly relevant to Elbas roles,
activities, functions, service delivery and duty of care responsibilities.
Privacy, Dignity & Confidentiality cont'd.....
3. Hold information about a Member only for as long as it is remains relevant to
the delivery of effective services and Elbas duty of care legal obligations.
Member files will be periodically reviewed to ensure that information is accurate
and that which is no longer relevant and unlikely to be relevant in the future, is
removed from files.
4. Only use or disclose Member information for the purpose for which it was
obtained.
5. Obtain the written consent of the Member or family/advocate prior to obtaining
information from or releasing information to any other source. This includes
photographic, video or other identifying images.
6. Ensure that, when disclosing any information to another approved party, only
relevant information is disclosed.
7. Member information will be released without consent when Elba reasonably
believes that the use or disclosure is necessary to lessen or prevent a serious
and imminent threat to the Members life or health and no prior opportunity to
obtain approval exists.
8. Member information will be released without consent when required to do so by
law, subsequent to authorisation by the Chief Executive Officer.
9. Where a Members information is disclosed to a third party, Elba will require these
parties to protect the information to the same standard applied by Elba.
10. Record in the Members file, any information about them released to an external
agency.
11. Take all reasonable physical and electronic security measures to protect the
information it holds from misuse, loss, unauthorised access, modification or
disclosure.
12. Ensure that only those Elba personnel who need access to Member information
will be granted access. All employees who have access to, and responsibility
for managing Member information are to ensure that its privacy and
confidentiality is protected. Personnel will ensure that Member issues are
discussed only in the context of professional supervision, debriefing or
established communication systems and not:
a) With employees other than those who need to know.
b) In front of the service user if they are not included in the discussion.
c) In public or where discussions may be overheard.
Continued next page
13. Advise the Member of their right to view and access the
information that Elba keeps about them, their right to appeal its
relevance and/or accuracy and about
the possible use of that information. Elba reserves the
right to deny access to some information in accordance with
Privacy Act 1988 (Cth) and other applicable laws, but undertakes
to advise the Member of the reasons for the denial. Elba may
provide a synopsis of the relevant information required instead of
releasing the file.
Direct all requests to access information from Members
and/or families to the Chief Executive Officer and respond within
10 working days.
14. All requests from the media for information relating to
a Member are to be referred to the Chief Executive Officer.
15. Elba will retain all records relating to a Member for the
duration of service provision by Elba. In the event of the death of
a Member or their transfer to another service provider, personal
information files will be closed, archived and retained for a period
of seven years and then destroyed. If a Member transfers to
another service provider, on the Members request, Elba will
provide copies of all relevant information to the new provider.
16. All service user information files remain the property of
Elba Inc.
17. Promptly investigate, remedy and document any consumer
grievance regarding privacy, dignity or confidentiality in
accordance with Elba's Policy on Complaints and Disputes.
18. Ensure that each Member (about whom information is collected,
stored or used), and their family or advocate has access to the
Policy on Privacy, Dignity and Confidentiality.
19. Promptly investigate, remedy and document any complaint
regarding privacy, dignity or confidentiality in accordance with the
Member Complaints Policy.
20. Provide training for all Elba personnel in the policies and
procedures relating to Member file maintenance and security and
will ensure that they fully understand their responsibilities in
implementing the Policy on Privacy, Dignity and Confidentiality.
Upon appointment, all Elba personnel will be required to sign a
confidentiality declaration.
21. A breach of this Policy by an employee may lead to disciplinary
action. Serious breaches may also lead to criminal proceedings or
civil action being taken against individual employees.
Standard 5
Participation & Integration
The purpose of this policy is to ensure that the Elbas services are designed and delivered in ways that offer opportunities for physical and social integration in the general community. The policy has been framed around Standard 5 of the Disability Services Standards (1993).
Elba Inc acknowledges that each Member is an individual who has the right to actively participate in the community in which he or she lives. The agency is committed to ensuring that, wherever practicable, members:
• Have the opportunity to access the same places as other members of
the community.
• Receive their services in community settings alongside other members
of the community.
• Have the opportunity to socialise and build relationships with
members of the wider community.
The following procedures are to be implemented to ensure that Elba meets its policy objective in relation to participation and integration.
Elba Inc. will:
1. Structure the programs, supports and services provided in ways that
facilitate the integration and participation of members with other
members of the community.
2. Build strategies into its programs and services to make the greatest
possible use of community facilities and services.
3. Develop staff skills to identify and facilitate opportunities for increased
participation and integration of the Member into the
community.
Participation & Integration cont'd...
4. Use community facilities and services in a manner and at times
that
coincide with those of the wider community.
5. Consider the extent of an applicants involvement and connection
with the wider community in the staff selection and volunteer
recruitment process.
6. Support staff at all levels to encourage other members of the
community to facilitate the integration of consumers in
community activities.
7. Collaborate with other community groups, and their members, to
facilitate the integration of consumers in their activities.
8. Avoid large group activities for consumers that are likely to have
the unwanted effect of stigmatising or excluding them from
community contact, acceptance or involvement.
Standard 6
Valued Status
The purpose of this policy is to ensure that Elba Inc.s services are designed and delivered to provide its members with the opportunity to develop and maintain skills and the opportunity to participate in activities that enable them to achieve valued roles in the community.
This policy applies to all of Elbas programs and activities.
Elba Inc. acknowledges that all individuals, regardless of their support needs, gender, race, ethnicity, religion or nationality, have the right to opportunities which enable them to enhance, fulfil and demonstrate a valued role in their community.
The following procedures are to be implemented to enable Elba Inc. to meet its policy objective of ensuring that consumers develop necessary skills and achieve valued social roles in the community.
1. Structure its programs and services in a culturally normative and
age appropriate manner.
2. Design and deliver its training programs and activities in a culturally
normative and age appropriate manner.
3. Develop an individual service plan for every member which
includes a current assessment of their existing competencies and which
increases the prospect of fulfilling valued roles in the community.
Valued Status cont'd...
4. Involve the member (and family and/or advocates as appropriate) in the
individual support plan development and invite them to state their
preferences with respect to any training that they would like to receive.
5. When arranging accommodation for members, ensure that their housing
conforms as closely as possible to prevailing community standards and
allows for privacy, security, comfort and community involvement.
6. Ensure that consumers receive services in settings that, as far
as is practicable, are appropriate to their age, gender, cultural background
and support needs and reinforce their image as people having a valued
status.
7. Ensure services are designed and delivered in a way that provides
its members with access to well planned skill development activities that
equip them to participate in activities that assist in achieving more
valued roles in the community.
8. Wherever practicable, arrange for the delivery of any training and
skill development for consumers in appropriate community settings.
9. Support members who engage in community access and
training activities that build on existing competencies and increase the
prospect of fulfilling valued roles in the community.
10. Staff and Board Members will actively promote the concept of valued
status in its public relations, consumer services and community
involvement.
11. Information provided by staff for Members will be
understandable and honest.
12. Staff and Board Members will actively promote the concept of valued
13. The opinions and requests of consumers will be heard, respected and
responded to.
Standard 7
Member Complaints
The purpose of this policy is to establish mechanisms for Elba Members and their families, carers and/or advocates to lodge and have addressed, a complaint or grievance in relation to Elbas programs and activities and associated performance standards. Carers are usually family members who provide ongoing unpaid support and assistance to a person with a disability who requires assistance with daily activities.
The policy is consistent with the Principles and Objectives of the Disability Services Act (1993), the Disability Services Standards and the Carers Recognition Act 2004.
Elba Inc recognises and promotes the right of Members, their families, carers` and/or advocates to raise and discuss their concerns regarding the provision of services by Elba. The principles of natural justice will be followed for all parties involved in a complaint. Complaint handling will, whenever possible, focus upon improving services for Members.
Elba is committed to Members and their families, carers and/or advocates:
• raising any complaints or concerns regarding any matter related to
services provided by Elba staff, and having their concerns investigated and
resolved fairly and quickly.
• expressing their concerns and feeling reassured that there will be no
retribution.
• raising a complaint at any level in the organisation (it is generally
preferable to resolve complaints at the level at which they occur, if possible).
• being informed about the internal and external avenues open to
them to raise their concerns, and how their complaint will be handled by Elba.
• having access to a complaints process which is consumer
oriented, accessible, timely, efficient and confidential
• having a friend or advocate support them in raising their
concerns, if they wish.
Standard 8
Service Management
1. Eligibility for Elbas Disability Services Commission purchased
services is defined in the Disability Services Act (1993) and the
Disability Services Commissions policy Eligibility and Access for
Disability Services Commission Functions and Services.
ELBA Incs funded activities, as stated in its Service Agreement
with the Disability Services Commission are accommodation support
and intensive family support and its geographic area of operation is
the broader Perth Metropolitan area and Bunbury.
2. Clause 6.0 of the ELBA Incorporated Constitution and rules
states:
6.1.1 Anyone who receives the services of the Agency shall be obliged
to become a member and shall be deemed a Member; Associate
Member; Affiliate Member or Family Member.
6.1.3 Any potential Member may become an Affiliate Member, subject
to the provision of clause 6.2.
6.1.4 Any other person may become an Associate or Social Member,
in accordance with the provision of clause 6.2.
Service Management cont'd...
be accepted at the absolute discretion of the Management
Committee.
4. ELBA Inc is a small organisation and the size of the
membership is dictated by the Constitution.
Standard 9
Protection of Human Rights and Freedom from Abuse and Neglect
The purpose of this policy is to establish a process to prevent Members being subjected to abuse, neglect or exploitation from other Members, Elba employees, volunteers, contractors, Management Committee Members or others associated with Elba in a position of trust.
This policy aims to ensure that Elba designs and delivers services that:
• promote the human rights of Elbas members;
• create a service delivery environment where risks to the rights and well-
being of Members are minimised; and
• ensure that Elba responds promptly, professionally and
compassionately to address any instances of abuse, neglect or exploitation.
Elba Inc affirms the right of people with disabilities to live their lives free from neglect, abuse and exploitation. Elba has a duty of care to ensure that the rights of Members are respected, their well-being is safeguarded, and that they are not exposed to any form of abuse, neglect or exploitation whist receiving Elba services.
Elba will act to:
• prevent abuse, neglect or exploitation;
• empower Members by helping them to understand their rights;
• ensure Elba personnel, Members, their family/ advocates feel safe to
raise concerns;
• respond proactively to concerns and complaints when they arise; and
• foster collaboration with other organisations in upholding Members
human rights and preventing abuse, neglect or exploitation.
Elba will actively encourage and support the Member to access the relevant system(s) of justice and will support any investigation.
Complaint Form
For a complaint against a Support Worker employed by ELBA Inc.
Completing this form will give us the information we need to deal with your complaint. If you need help to complete this form please contact us by phone on 9316-9944.
If you do not know the answer to any question just write dont know.
1.Your Details
Title (e.g. Mr, Mrs. Ms, etc) ..
First Name ........................................
Surname ...........................................
Address ...........................................
Town/City ...........................................
Post Code ...........................................
Phone Number......................................
MobileNumber......................................
Email Address......................................
We may need to contact you to
check details of your complaint.
Please circle the way you would like
us to do that.
Home
Phone
Email
Mobile Phone
Other (please detail below)
.............................................................................................................................................................................................
Please tick one box to tell us how .
you are involved in this complaint.
I am the Member
I am a friend/relative of the Member
I am a member of the public
I am another professional working
with the member, (if so please
specify)
Other (please specify)
Do you need any special
arrangements when we contact
you?
Yes/No
If yes, please specify the
arrangements that are needed (e.g.
Interpreter, signer)?
2.Details of the Support Worker
To help us identify the Support
Worker(s) involved as quickly as
possible, please give us their
name(s) and the Member they are
providing services to.
First Support Worker
First Name ......................................
Surname .....................................
Name of his/her/their Member to
whom they he/she/they are
...........................................................
Second Support Worker
Surname ......................................
4.Other Investigations
Have you complained to anyone else
about this?
YesNo
If you have, who have you complained
to?
Was it:
The Police?
Another Organisation?
If so please let us know which one
..................................................................................................................................................
Anyone else?
If so please provide relevant details such as the name of the person you spoke to.
...........................................................................................................................................................................................................................
5. Declaration
To the best of my knowledge, the
information I have provided above is
accurate. I understand that in order to
investigate this complaint, depending
on its type and severity, Elba Inc. may
need to share details with the Support
Worker concerned.
Signed ....................................................
Date ....................................................
When you have filled in the form please send it to :
POST
The Chief Executive Officer
Elba Incorporated
PO Box 1552
Booragoon WA 6954
Facsimile-9316-8233
Email-tena_elba.net.au
3.The Complaint
Please describe your concerns, telling us
what happened, when and where the
incident(s) happened, who was there and
the reasons why you believe it was wrong
for the Support Worker to behave in the
way you describe. Should you require
more space please attach another sheet.
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Please note that the "Complaints Form" on page 21 & 22 will be available to download soon. Should you require a copy please contact Elba and one will be sent to you.
