Core Module - Section 4

Provision of Environmental Supports

Section 4: Provision of Environmental Supports
TopicPolicy and Procedure
4.1 Safe Environment

● Safe Environment Policy and Procedure

● Infection Management Policy and Procedure

● COVID-19 Response Policy and Procedure

4.2 Participant Money and Property● Participant Money and Property Policy and Procedure
4.3 Management of Medication● Management of Medication Policy and Procedure
4.4 Management of Waste● Management of Waste Policy and Procedure

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4.1 Safe Environment

Safe Environment Policy and Procedure

1.0 Purpose

Safety for our participants is pivotal to the provision of high-quality supports and services. This policy is designed to ensure that all participants have access to services and supports that are:

  • free from violence, abuse, neglect, exploitation or discrimination
  • located in safe environments appropriate to their needs
  • risk-averse; risks to participants are identified and managed effectively
  • implemented by staff workers who are competent concerning their role, hold relevant qualifications, expertise and experience in providing person-centred, needs-based support
  • transparent; where incidents are acknowledged, responded to, managed effectively, and any key learnings

2.0 Scope

All staff members must ensure that they focus on the safety of every participant. Staff must also be responsible for their safety within the workplace.

3.0 Policy

Elevate Support Care will ensure that participants can identify our front-line workers.

Elevate Support Care will review the safety of the participant‟s home environment and work safely with the participant.

If required, the Director will work with other providers and services to identify and treat risks, ensure safe environments, and prevent or manage injuries.

4.0 Procedure

4.1 Staff identification

Participants in all environments must be able to easily identify a staff member. Staff identification could be in the form of a uniform or identification tags or badges. The staff workers must introduce themselves at the beginning of each service delivery.

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4.2 Home supports

All staff must use the identification provided by Elevate Support Care upon entering a participant‟s environment. The staff worker will greet the participant and introduce themselves at the beginning of the service. Our staff worker will always inform the participant when they are leaving the environment.

Physical identification will be worn in the form of a uniform or identification tags when staff undertake home supports.

At access to the service, and during the initial support planning design, the Director will determine if the participant‟s home environment (where the supports are undertaken) is safe.

Elevate Support Care will work with the participant, family and advocate to ensure that the home is safe for the participant and others. If required, the service will assess the premises using a Safe Environment Checklist.

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4.3 Establishing a safe environment

If the participant accesses other providers, our team will work with these providers to:

  • identify any environmental risks
  • ascertain how to treat the risks
  • review the environment to ensure safety
  • undertake removal/avoidance of any hazards
  • devise a risk management plan to prevent and manage

5.0 Related documents

  • Employment Check Register
  • Position Descriptions
  • New Employee Details
  • Participant Intake Form
  • Privacy and Confidentiality Agreement
  • Safe Environment Checklist
  • Staff Orientation Checklist
  • Staff Training Record
  • Training Register
  • Training Attendance Register – In-house
  • Staff Training Plan
  • Training Needs Analysis
  • Supporting Planning and Service Agreement Collaboration Policy and Procedure
  • Risk Management Policy and Procedure
  • Work Health Safety and Environmental Management Policy and Procedure

6.0 References

  • NDIS Practice Standards and Quality Indicators 2020
  • Work Health and Safety Act 2011 (Commonwealth)
  • NDIS Scheme Act 2013 (Commonwealth)
  • Privacy Act 1988 (Commonwealth)

Infection Management Policy and Procedure

1.0 Purpose

The purpose of this policy is to assist in preventing cross-infection between participant, carers, staff and contractors, so participants maintain their health and wellbeing. By managing infection, Elevate Support Care can more effectively manage the cost of health care to both the organisation and our participants.

It is imperative that our staff and contractors understand and follow our protocol concerning infection control and implement our processes as part of their essential work practices and during all care activities to stop the spread of infectious agents.

2.0 Scope

This policy applies to all Elevate Support Care staff and contractors. Appropriate training will be implemented to assist staff in understanding the causes of infection and how infections spread.

3.0 Definitions

Table 1. Definitions


A disease or illness caused when an organism inside a

person multiplies to levels where it causes harm.


An infectious agent establishes itself on, or in, the body but

does not cause disease.


When infectious agents spread to a surface or item, creating

risks for the spread of infection.


The origin of the infectious agent; most sources are other

people, but they can also be air, water, food or equipment that has become contaminated.

Susceptible host

A person exposed to an infectious agent who is vulnerable to


Multi-resistant organism

A multi-resistant organism (MRO) is a type of infectious agent

that has become resistant to several different antibiotics typically used in its treatment. Because treatment options are limited, it is especially important to stop the spread of MROs.

Standard precautionsA minimum level of practice for infection control.
Additional precautions

Put in place when staff know they will be in contact with

cases of certain infections.

Common modes of transmission
TransmissionThe spread of infectious agents from one person to another.
ContactInfectious agents are transferred directly (e.g. contact with infected blood or body fluids), or indirectly (e.g. touching a contaminated surface and then another person without performing hand hygiene in between).

Droplets made by coughing or sneezing transfer to

someone‟s eyes, nose or mouth.


Tiny particles containing infectious agents travel through air

currents (e.g. air conditioning) and are breathed in by a person.


Food contaminated with an infection is the “vehicle” to carry

the infection to a person when they eat the contaminated food.


Where an animal or insect carries a disease and bites a

person who then becomes infected with the disease.


The occurrence of more cases of disease than expected in

an area among a specific group, e.g. two or more linked cases of the same illness.

Table 2. Infectious agents

Influenza (‘flu’)

Spread by droplet and contact routes.

Causes runny nose, aches and pains, fever, tiredness.


Spread by droplet and contact routes.

Causes fever, coughing, sore throat, shortness of breath. Also, cold-like symptoms.

Norovirus, rotavirus (‘gastro’)

Spread by droplet and contact routes.

Causes diarrhoea or vomiting.

Skin infection (scabies, impetigo)

Spread by contact route.

Causes rashes, redness, swelling, boils.

Tuberculosis (TB)

Spread by an airborne route.

Causes bad cough, sweating, fatigue, fever.

Multi-resistant organism (MRO)

A type of infectious agent that has become resistant to a

range of different antibiotics typically used in its treatment.

4.0 Policy

4.1 General management

Elevate Support Care will maintain high standards of infection control through the following measures:

  • Maintaining and reviewing our infection control policy and procedures regularly and in response to new legislation and best practice
  • Maintaining service agreements with appropriately qualified and licenced organisations for the:
    • removal of waste
    • regular monitoring and removal of pests when required (e.g. termites, spiders)
    • supply of food
    • cleaning and laundry equipment and services
    • monitoring and maintenance of air handling systems (where installed)
    • supply of personal protective equipment
    • pharmaceuticals and medical
  • Providing infection control training to all
  • Displaying information and directions within the home to help staff and visitors maintain infection control
  • Completing relevant hazard and risk management processes, as
  • Auditing infection control practices, investigating problems, checking for trends and fixing

4.2 Standard precautions

Standard precautions are practices that applied by all staff and include:

  • hand hygiene
  • respiratory hygiene/cough etiquette
  • personal protective equipment
  • handling of medical devices
  • cleaning and managing spills
  • handling of food, waste and

Standard precautions will always be used for all:

  • participants
  • work

5.0 Responsibilities

The Director or their delegated officer will undertake the following:

  1. Coordinate, monitor, and review the infection control program following Elevate Support Care‟s care governance
  2. Identify and monitor any trends in infection and then formulate and monitor action plans to address
  3. Monitor staff compliance with infection control requirements and address any issues as
  4. Provide infection control reports as required to the
  5. Ensure service practices and procedures include and comply with infection control
  6. Participate in the selection and provision of equipment and supplies to ensure infection control requirements are
  7. Support the staff vaccination program in consultation with our
  8. Coordinate and evaluate infection control education for all staff, including orientation of new staff
  9. Ensure that plans are in place to identify and manage
  10. Provide information and feedback to management and staff regarding infection control activities and all infection control related matters, including actions taken and outcomes
  11. Facilitate the collection of data and necessary reports for infection control clinical
  12. Undertake ongoing professional development in infection control to maintain up-to- date skills and
  13. Conduct a range of infection control audits as required, formulate and monitor action plans to address identified
  14. Coordinate the management of occupational exposures to blood and body
  15. Ensure that additional precautions are implemented when required to prevent the spread of

6.0 Procedures

Elevate Support Care must provide care to our participants to assist them in maintaining their wellbeing and health, as:

  • children and older people are often more vulnerable to infections, as their immune system may not be developed or may be compromised
  • participants with chronic diseases may spend time in hospital where they will be exposed to infectious agents
  • surgical wounds and invasive devices, g. catheters, increase the risk of infection.

6.1 Risk Management

The Board and the Director ensure implementation of the following processes to manage risks associated with infection control as outlined in the diagram following:

6.2 Surveillance

Surveillance is an integral part of our infection control program. It encompasses outcome surveillance, process surveillance and critical incident surveillance.

6.2.1 Outcome surveillance

Infection control data is collected by the Director or their delegate and other staff members (as requested by management) from documents, e.g. participant notes/charts, audits, etc.

Data on the following infections may be collected for review:

  • skin and mucous membrane infection
  • respiratory tract infections
  • urinary tract infections
  • gastrointestinal
  • eye, ear, nose and mouth infections
  • skeletal connective tissue

Specific surveillance may be carried out and reported as decided by the Board in consultation with the Director.

6.2.2 Process surveillance

Reports related to surveillance are submitted by the Director to the Board as required. Information within the reports may come from various sources, including clinical information, health issues and other relevant sources.

6.2.3 Critical incident surveillance

The delegated officer will collect data for each critical incident. Investigation of critical incidents is undertaken by the Director or their delegate with the help of staff and external agencies as required.

6.3 Standard and additional precautions


A two-tier system of infection control precaution is in place. The two tiers are standard precautions and additional precautions. The precautions are designed to control the spread of infection that occurs through the following modes of transmission:

  • direct physical contact
  • indirect physical contact
  • droplet
  • airborne
  • vehicle
  • vector-borne.

6.3.1 Standard precautions (Tier 1)

Standard precautions help reduce the risk of transmission of microorganisms from both known and unknown sources of infection and are always undertaken.

Standard precautions include:

  • safe work practices, g. hand hygiene and hand sanitising
  • use of protective barriers, g. gloves, gowns/aprons, masks and eye protection
  • appropriate management of contaminated sharps, clinical waste, participant care devices and linen
  • respiratory hygiene/cough

Standard precautions must be used when staff are likely to encounter:

  • blood (including dried blood)
  • all body substances, secretions and excretions (except sweat)
  • non-intact skin
  • mucous

6.3.2 Additional precautions (Tier 2)

Staff will use additional precautions when they know they will be in contact with certain infections. There are three types of additional precautions. Precautions include:

  • Contact precautions: Used to reduce the risk of transmission of microorganisms by direct or indirect contact (e.g. contact with skin or surfaces contaminated with MRSA, scabies or gastroenteritis).
  • Droplet precautions: Used where a participant may have an infection transmitted by droplets (e.g. mumps, rubella, influenza and SARS).
  • Airborne precautions: Used for participants known, or suspected, to be infected with pathogens that can be transmitted through the air (e.g. tuberculosis or chickenpox virus).
  • Standard precautions are ALWAYS used with additional precautions. Additional precautions are used by all staff members when the Director or their delegate instructs staff to use

The following table details staff requirements when undertaking standard precautions and when instructed to take additional precautions.

RequirementStandard PrecautionsAdditional Precautions
Contact precautionsDroplet precautionsAirborne precautions
Hand hygieneYesYesYesYes

Yes, if there is a

risk of contact with blood or body substances.

Yes, for direct

contact with a participant or their environment.

Impervious apron/gown

Yes, if there is a

risk of splash or contamination with blood or body substances.

Yes, for direct

contact with a participant or their environment.


Yes, if there is a

risk of splash, splatter, or risk of blood or body substances spraying into the air.


Yes. Staff to use

a surgical mask when coming within one (1) metre of the participant.

Staff to remove the mask after leaving the room.

Yes. Staff to

use a P2 mask.

Staff to

remove the

mask after

leaving the room.

Protective eyewear

Yes, if there is a

risk of splash, splatter or risk of blood or body substances spraying into the air.


Yes. Staff to use

when coming within one (1) metre of the participant.


Yes, when

handling equipment contaminated with blood or body substances.

Remove gloves

when finished handling the

equipment and wash hands.

Single-use or

dedicated equipment where possible. Reprocess reusable items to the required level before reusing on other participants.


Yes, standard



cleaning but depends on the organism. Director to advise staff of specific cleaning needed.


cleaning but depends on the organism.

Director to advise staff of specific cleaning needed.


cleaning but

depends on the organism. Director to advise staff of specific cleaning needed.

Transport of participants


Cover all open wounds.

Surgical mask

if coughing/ sneezing and an infectious condition known or suspected.

Director to advise precautions to transport staff and the

receiving area.

Surgical mask for

the participant when leaving the room. Use mask over the top of nasal oxygen prongs (if in use). Advise transport staff and

receiving area of precautions.

Surgical mask

for the

participant when leaving the room.

Use mask over the top of nasal oxygen prongs (if in use).

Advise transport staff and receiving area of



Yes. Hand

hygiene before and after the participant visit.

Yes, as

directed by the Director.

Yes. Use a

surgical mask

when coming within one (1) metre of the participant.

Remove mask after leaving the room.


Use a P2 mask.

Remove mask after leaving the room.



hygiene for coughing/ sneezing participants.

Do not take

medical records into the room.

Do not take

medical records into the room.

Do not take

medical records into the room. Visitors 

The Director will determine if visitors need to use Personal Protective Equipment to protect themselves and others from infection. The requirements and the reasons for this should be clearly explained to the visitors by staff.

Visitors who do not wish to comply with requirements should be referred to the Director for further discussion and explanation. Participants requiring the use of additional precautions

When a participant requires the use of additional precautions, the policies and procedures in this manual will be implemented.

6.4 Hand hygiene and hand care

6.4.1 Situations requiring hand hygiene

  • When starting and finishing work (including before and after a meal or other breaks) and before starting a new task or
  • After going to the
  • After using handkerchief or tissue, coughing, or
  • After touching hair or any other part of the
  • After handling
  • Whenever staff can see dirt on their hands, or when staff are requested to stop the spread of
  • Before and after direct contact with a participant and their surroundings
  • Before wearing, and after removing, any personal protective apparel, including gloves, mask/face protection, or impervious apron/gown.
  • After any contact with blood or body fluids, non-intact skin and abnormal risk, g. rash.
  • After handling unwashed linen or
  • Before handling or preparing any food or drinks for participants or staff, including assisting participants with their
  • After contact with any surface, environment or object that may be

6.4.2 General rules for hand hygiene

  • Hands must be cleaned with soap and water when there are dirt\substances on
  • Staff must wash their hands before and after using
  • Artificial nails, nail extensions and nail enhancements (varnish or nail art) are not to be worn by staff while providing direct care to These types of nails cause microorganisms to increase.
  • Hand and wrist jewellery are to be kept to a minimum for staff providing direct participant
  • Rings (other than a plain wedding band) are not to be
  • Bangles, wrist bands or bracelets are not to be
  • Hands must be dried after washing, as the residual moisture left on the hands may harbour
  • Paper towels or single-use cloth towels must be used to dry

6.4.3 Types of hand hygiene

Routine: Removes transient microorganisms

Alcohol-based hand cleanser



Rub over all surfaces until dry

without wiping.

Liquid soap and water30 seconds

Wet hands. Apply one measured

dose of solution, lather well overall surfaces, rinse and pat dry with a disposable towel.

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6.4.4 Procedural (clinical/non-surgical)

Use before aseptic procedures (e.g. catheterisation).


Anti-microbial liquid

soap and water

30-60 seconds

Wet hands, then apply one measured

dose of the solution, lather well over all surfaces, rinse and pat dry with a disposable towel. Use technique as per Diagram 1: How to Handwash, however, the duration must be 30-60 seconds.

Alcohol-based hand

cleanser with known residual effect

30 seconds


Rub over all surfaces until dry without


Use technique as per Diagram 2: How to Hand Rub, however, the duration must be a minimum of 30 seconds.

6.4.5 Safety, storage and use of non-water cleansers (alcohol-based hand rub)

Alcohol-based hand rub will be made available in Elevate Support Care vehicles and offices. A safety data sheet (SDS) for alcohol-based hand rub is available in areas where alcohol- based hand rubs are stored.

Alcohol-based rubs can ignite and catch on fire when they reach 21° to 24° Celsius or if there is a large volume in one area. These rubs must be stored away at temperatures less than 21° Celsius.

6.5 Personal Protective Equipment (PPE)

6.5.1. Gloves

  • Sterile gloves: Used for procedures where there is contact with susceptible sites (e.g. catheterisation, where aseptic technique is required for wound care or managing a tracheotomy).
  • Non-sterile gloves: Used for procedures that involve contact with non-intact skin and mucous membranes (e.g. emptying a catheter bag) and personal care activities (e.g. assisting with toileting).
  • Reusable utilised gloves: Used for non-care activities (e.g. general cleaning, cleaning contaminated surfaces).

Gloves are used when:

  • changing a colostomy bag or urinary drainage bag
  • dressing wounds or touching broken skin
  • assisting with toileting
  • giving mouth or eye care
  • oral suctioning
  • touching equipment or surfaces that may encounter blood or body substances
  • blood glucose monitoring
  • touching broken skin
  • preparing

Gloves are not used instead of hand hygiene; staff must always:

  • perform hand hygiene before and after using gloves
  • remove gloves when a care activity is finished
  • change gloves before starting a different care activity
  • dispose of used gloves

Staff must not use multiple gloves at the same time.

6.5.2 Aprons or gowns

Impermeable (waterproof) gowns or aprons are used to stop contamination of staff workers‟ clothes and skin. Gowns and aprons are used when there is a risk of splashes or sprays of blood or body fluids (e.g. if there is vomiting or diarrhoea). Gowns/aprons are worn during the care of participants who have an infection that is spread by the contact, droplet or airborne route.

Hand hygiene must be performed before and after using gowns or aprons.

Gown/apron must fully cover the torso from neck to knees, arms to end of wrists and adequately wrap around the back. All fastenings on the gown/apron must be tied and fastened at the back. Gown/apron will be removed and disposed of as soon as care is completed.

Plastic aprons can be used:

  • when clothes may be exposed to blood or body fluids, and there is a low risk that arms will be contaminated
  • when the staff worker‟s clothes might get wet (e.g. when showering a participant)
  • only once and then must be disposed of as soon as care is

6.5.3 Face masks

Face masks are used to protect a care worker‟s nose and mouth from exposure to infectious agents. They are used when there is a risk of:

  • droplets or aerosols (e.g. from coughs or sneezes)
  • splashes or sprays of blood or body fluids (e.g. when emptying wound or catheter bags).

Masks are worn during care of participants who have an infection that is spread by the droplet or airborne route.

Masks may also be placed onto participants who are coughing, especially if they are unable to cover their mouths. Before doing this, consider whether wearing a mask will cause distress (e.g. if the participant is unable to understand the purpose of wearing the mask).

Types of mask

  • Surgical masks are appropriate for most
  • Other types of masks may be
  • The supervisor will inform staff of appropriate mask to where, if


  1. Check manufacturer‟s instructions before use.
  2. Do not touch the front of the mask with hands once the mask is in
  3. Use each mask for the care of one person only and change if a care activity is taking an extended
  4. Do not leave a mask dangling around the
  5. Discard mask after use and perform hand hygiene after discarding

6.5.4 Protective eyewear

Protective eyewear is used to protect a care worker‟s eyes from exposure to infectious agents. It is used when there is a risk of:

  • droplets or aerosols (e.g. from oral suctioning)
  • splashes or sprays of blood or body fluids (e.g. when emptying catheter bags).

Eyewear is worn during the care of participants who have an infection that is spread by the droplet or airborne route. Staff are trained to understand that the outside of the eyewear is contaminated and to:

  • remove eyewear using the headband or earpieces
  • clean eye shield after each use with detergent and water and allow it to dry
  • dispose of single uses eyewear on completion of the care

6.5.5 Handling medical devices

Indwelling medical devices, such as urinary catheters and intravenous catheters, provide a route for infection to enter the body. When handling these devices, staff workers are at risk of exposure to blood and body substances.

Essential work practices to be followed by staff:

  • Perform hand hygiene before any contact with the device or where the device enters the
  • Select personal protective equipment (e.g. wear gloves and a mask and gown if there is a risk of exposure to blood or body fluids).
  • Touch the device as little as
  • The longer the device is in place, the higher the risk of
  • Medical devices that are designed for single-use must not be used multiple times, and manufacturer‟s instructions should be followed.

6.5.6 Respiratory hygiene and coughing procedure

Respiratory hygiene and coughing etiquette are particularly important for infections spread by droplets. All participants accessing our service are required to cover sneezes and coughs to prevent them from dispersing droplets into the air and infecting others. Participants are requested to:

  • cover nose and mouth with a tissue when coughing, sneezing, wiping or blowing the nose, and dispose of the tissue immediately after use
  • cough or sneeze into your elbow (if they do not have a tissue) not their hand
  • perform hand hygiene

Staff must support participants by:

  • encouraging them to use tissues when they sneeze or cough
  • putting a plastic garbage bag near them, so used tissues can be disposed of immediately
  • encouraging hand hygiene
  • providing alcohol-based hand rub within easy Staff health requirements

  • Staff who have symptoms of a respiratory illness must seek medical advice to check if there is a risk of infecting
  • Staff who are ill should take sick
  • Staff who have a cough must practice the above
  • Staff who have a cough must see their doctor
  • Staff must follow the instructions of Elevate Support Care to report any illness, including coughs, to prevent the spread of any virus or

6.5.7 Sharps management

  • Staff members who use a sharp are responsible for its safe disposal:
  • Always place the whole disposable needle and syringe in the sharps container unless there are instructions to do otherwise, g. insulin pen.
  • DO NOT put the lid back on the
  • Place sharp in a hard plastic or metal tray when passing to another person.
  • Any reusable sharps must be placed immediately after use in hard plastic or metal
  • Containers are only to be filled to the level as marked on the container. DO NOT force items into a sharps‟ container (this can damage the container or cause injury).
  • Full containers must have the lid firmly locked in place for collection by waste

6.5.8 Management of blood and body substance spills

If blood or body substance spills staff must:

  • put on protective clothing; this always includes gloves but may also include impervious apron and nose/mouth and eye protection
  • use brush and pan to remove any broken glass or sharps
  • clean up the bulk of spill with a paper towel and discard in the
  • use a mop and bucket to clean spill (checking first with the participant as they may have specific cleaning equipment for use).

When finished cleaning staff will:

  • dispose of single-use items
  • place reusable items (e.g. sheets, towels) in washing receptacle for washing and drying
  • clean reusable items such as googles with a neutral detergent and then
  • clean the mophead and bucket with detergent and place upside down to drain and dry
  • inform the Director or their delegate
  • complete or assist with completing the Incident

6.5.9 Multi-Resistant Organisms (MRO)

The issue of multiple resistant organisms (MROs) (also known as “superbugs”) can be a source of real anxiety for staff and participants. It can cause inappropriate social and physical isolation and excessive infection prevention actions. Finding a balance between infection prevention strategies and not inadvertently limiting a participant‟s activity level and engagement with the residential care community is essential.

Staff workers will notify the Director IMMEDIATELY that they are aware a participant is infected or suspected to be infected, with a multi-resistant organism.

Standard precautions are used in this situation, and staff workers will follow appropriate policy and procedures.

6.5.10 Notification of infectious diseases

The Director will report any of the following diseases as applicable to relevant state and national legislative requirements. The Communicable Diseases Network Australia (CDNA) has agreed that the following list of communicable diseases is to be notified nationally and provided to the Commonwealth‟s National Notifiable Diseases Surveillance System (NNDSS).

Bloodborne diseases

  • Hepatitis (NEC)
  • Hepatitis B (newly acquired)
  • Hepatitis B (unspecified)
  • Hepatitis C (newly acquired)
  • Hepatitis C (unspecified)
  • Hepatitis D
  • Gastrointestinal diseases
  • Botulism
  • Campylobacteriosis
  • Cholera
  • Cryptosporidiosis
  • Haemolytic uraemic syndrome (otherwise known as HUS)
  • Hepatitis A
  • Hepatitis E
  • Listeriosis
  • Paratyphoid fever
  • Salmonellosis
  • Shiga Toxin-producing Coli or Vero toxin-producing E. Coli (otherwise known, respectively, as STEC or VTEC)
  • Shigellosis
  • Typhoid fever

Listed human diseases

  • Human influenza in humans with pandemic potential
  • Middle East Respiratory Syndrome Coronavirus (otherwise known as MERS- CoV)
  • Plague
  • Severe acute respiratory syndrome (otherwise known as SARS)
  • Coronavirus (COVID-19)
  • Smallpox
  • Viral haemorrhagic fevers
  • Yellow Fever
  • Sexually transmissible infections
  • Chlamydia
  • Donovanosis
  • Gonococcal infection
  • Syphilis-congenital
  • Syphilis-less than two years duration
  • Syphilis-more than two years duration or unspecified duration

Vaccine-preventable diseases

  • Diphtheria
  • Haemophilus influenza (Type B)
  • Influenza (laboratory-confirmed)
  • Measles
  • Mumps
  • Pertussis
  • Pneumococcal disease-invasive
  • Poliovirus infection
  • Rotavirus
  • Rubella
  • Rubella-congenital
  • Tetanus
  • Varicella-zoster infection – Chickenpox
  • Varicella-zoster infection – Shingles
  • Varicella-zoster infection – Unspecified

Vector-borne diseases

Note: Vector-borne means transmitted by an insect or other organism.

  • Barmah Forest virus infection
  • Chikungunya virus infection
  • Dengue virus infection
  • Flavivirus infection (unspecified)
  • Japanese encephalitis virus infection
  • Kunjin virus infection
  • Malaria
  • Murray Valley encephalitis virus infection
  • Ross River virus infection


Note: The term Zoonoses refers to diseases which are communicable to humans from another animal species.

  • Anthrax
  • Australian bat lyssavirus infection
  • Brucellosis
  • Leptospirosis
  • Lyssavirus infection (NEC)
  • Ornithosis (otherwise known as Psittacosis)
  • Q fever
  • Rabies
  • Tularaemia
  • Other bacterial diseases
  • Legionellosis
  • Leprosy
  • Meningococcal disease-invasive
  • Tuberculosis

7.0 Related documents

  • Incident Report
  • Incident Register
  • Incident Investigation Form
  • Incident Investigation Form Final Report
  • Continuous Improvement Policy and Procedure
  • Continuous Improvement Register
  • Risk Management Policy and Procedure
  • Staff Training Plan
  • Staff Training Record
  • Training Register
  • Training Attendance Register – In-house

8.0 References

  • Australian Human Rights Commission Act 1986 (Commonwealth)
  • World Health Organisation – How to Handwash Poster
  • World Health Organisation – How to Hand rub Poster
  • Department of Health – Australian Guidelines for Prevention and Control of Infection in Healthcare 2019 (Commonwealth)
  • NDIS Practice Standards and Quality Indicators 2020

COVID-19 Response Policy and Procedure

1.0 Purpose

As an NDIS service provider, Elevate Support Care will fulfil our obligations to deliver safe, quality supports and services while also managing risks associated with the supports we provide to our participants.

Our COVID-19 Response Policy and Procedure is in line with the Australian Federal Government and NDIS guidelines regarding outbreak preparedness, prevention and management of COVID-19 within Elevate Support Care. The purpose of this policy is to avoid or minimise transmission of COVID-19 within our organisation and the community.

Throughout the pandemic, Elevate Support Care will endeavour to maintain full-service capacity and will continue to provide supports that are critical to the wellbeing, health and safety of our participants, while complying with both state and federal regulatory requirements. We acknowledge that at times due to COVID-19, we may have to tailor our services or apply limitations to the provision of our non-essential services.

We are focused on preserving the health and safety of the people we are responsible for, including our participants, employees and their families. However, we acknowledge that at some point, a participant or employee may contract COVID-19.

2.0 Scope

This policy intends to guide our employees regarding how to take reasonable precautions to protect themselves and participants from contracting COVID-19. The policy outlines how we have prepared for an outbreak of COVID-19 and how we will respond and manage confirmed or suspected cases of COVID-19.

3.0 Description

Coronaviruses are a large family of viruses known to cause respiratory infections. These can range from the common cold to more serious diseases. This new coronavirus is named COVID-19.

COVID-19 is transmitted from person-to-person, usually when an infected person coughs or sneezes. Common signs of novel coronavirus are:

  • fever
  • coughing
  • sore throat
  • fatigue
  • loss of smell and taste
  • shortness of

It is important to note, to raise awareness and not spread fear, that while COVID-19 exhibits symptoms similar to the flu, it is not as simple as contracting seasonal flu. Most people have immunity to the flu, there is a vaccine, and the flu spreads more slowly through the community. There is no vaccine against COVID-19, and it is still highly unpredictable with conditions changing daily nationally and globally.

4.0 Definitions

Close contact

More than 15 minutes of face-to-face contact in any setting

with a confirmed (or probable) case in the period from 24 hours before the onset of symptoms in the confirmed (or probable) case.

Sharing a closed space with a confirmed (or probable) case for a prolonged period (more than two hours) in the period extending from 24 hours before the onset of symptoms in the confirmed (probable) case.


The Australian Government Department of Health considers

an outbreak as when two people in three days become sick with symptoms and at least one of these three has a positive COVID-19 test.

5.0 Policy

Elevate Support Care will implement our COVID-19 Response Policy and Procedure to ensure all participants, staff members and external contractors are supported if a COVID-19 case is identified within, or connected to, our organisation.

With state government health orders frequently changing to respond to COVID-19 outbreaks, our organisation will, on an ongoing basis, identify and implement any revisions required to the practices and supports undertaken by our business to meet all requirements of the NDIS Commission and the state and federal government.

Elevate Support Care will identify threats that may require further analysis of our current work practices and supports. The review of current practices will inform our organisational risk management and continuous improvement systems.

6.0 Procedure

6.1 Preparing for an outbreak

As community transmission of COVID-19 is occurring within Australia, our organisation will plan and prepare for possible cases involving our participant or employees.

A COVID-19 Safe Plan and COVID-19 Outbreak Management Plan will be developed to identify risks to participants, employees and our organisation. Elevate Support Care will review current work practices, services offered and employee functions and will implement any relevant changes (as and when required) to ensure our organisation is appropriately prepared for a COVID-19 outbreak.

The Outbreak Management Plan will assist Elevate Support Care to help our employees identify, respond and manage a potential outbreak. It also assists in protecting the health of our employees and participants and reducing the severity of the duration of outbreaks, if they occur.

The COVID-19 Safe Plan and the Outbreak Management Plan is reviewed regularly by management. Oversight of the plans is the responsibility of the Director.

6.2 Precautions relating to staff workers

6.2.1 Signs of symptoms and COVID-19 testing

All Elevate Support Care staff workers will take reasonable precautions so that we can safely provide supports and services. Our staff workers have been instructed to immediately contact the Director and not attend work if they have:

  • symptoms of a respiratory illness (even mild symptoms) including a fever, cough, shortness of breath, sore throat, runny nose or congested nose, tiredness, loss of smell or appetite
  • returned from overseas or interstate within the last 14 days, consistent with the state‟s public health directions
  • been in contact with someone who has been diagnosed with COVID-19.

If a staff worker experiences any of the above symptoms while at work, they must:

  • leave work immediately
  • report symptoms to the Director
  • get tested for COVID-19
  • self-isolate at home until test results are

If the COVID-19 test is negative, the worker may return to work once they are well.

If the test is positive, the state public health unit will contact the worker and inform them what they must do. Public health officials will undertake a close-contact investigation to provide advice on self-quarantine and testing for other workers or participants.

In the event a Elevate Support Care participant or staff member is diagnosed with COVID- 19, our organisation will follow all appropriate and current government procedures. We will instruct all staff members who have been in contact or have been in the same area as the participant or staff member with COVID-19 to seek appropriate medical advice, to be tested for COVID-19, and to self-isolate for 14 days.

Elevate Support Care will advise all appropriate personnel to work from home for 14 days in the following instances:

  • Elevate Support Care staff member has been diagnosed with COVID-19.
  • A confirmed case of COVID-19 has been identified in a participant or staff
  • A confirmed case of COVID-19 has been identified in the local area of Elevate Support Care‟s head office location or a care environment (including a participant‟s home).

A staff member will also be asked to work from home for 14 days if a confirmed case of COVID-19 has been identified in the staff member‟s home, suburb or local area as a precaution.

Elevate Support Care will ensure that all staff members can continue their work remotely, if necessary.

6.3 Staff training

Employees will be instructed to complete the Australian Department of Health‟s online COVID-19 Infection Control Training. The Director records training details in the Staff Training Record filed in the employee‟s personnel file and the Training Register.

During staff meetings, employees will be trained in how to use PPE correctly and provided an update in infection control procedures (including standard and transmission-based precautions content).

6.4 Personal protective equipment (PPE)

During a COVID-19 pandemic, we will stay updated with the latest advice from our state‟s public health unit regarding when and where to use PPE while supporting participants to remain compliant with government orders.

All existing and new employees will be shown by the Director how to wear PPE correctly.

When purchasing PPE, the Director or their delegate will consult the Australian Department of Industry, Science and Energy and Resources Personal Protective Equipment Buyers Guide to determine how to purchase appropriate PPE.

When unable to access necessary PPE supplies, the Director will request assistance by emailing the National Medical Stockpile at

6.5 Responding to a participant with a suspected or confirmed case of COVID-19

Elevate Support Care employees are instructed to monitor for symptoms of COVID-19 in participants or their family. If a participant or family member is showing symptoms, the Outbreak Management Plan will be implemented by the Director immediately.

Support to the participant who is suspected or confirmed to have COVID-19 may still be provided. However, our employees are required to correctly wear all appropriate PPE as per state government orders. The Director will seek instruction from the department of health before commencing any support with a participant suspected or confirmed of having COVID- 19.

When responding to a participant with a suspected or confirmed case of COVID-19, the support our workers will offer may include:

assisting the participant in seeking medical advice if they have symptoms

identifying essential supports for the maintenance of the participant‟s health, wellbeing and safety and determine if they can be delivered differently.

ensuring good communication with the participant and their family, so everyone understands disruptions and changes to supports

always wearing appropriate PPE as per the state‟s public health guidelines.

Elevate Support Care workers will not enter the home of a participant who is unwell unless correctly wearing appropriate PPE to provide supports to maintain the participant‟s health, wellbeing, health or safety. A participant who is unwell will not be able to enter our premises until their COVID-19 status is confirmed.

6.6 Visitor management

Elevate Support Care will regularly review our COVID-19 Workplace Attendance Register or COVID-19 Check-In App to determine if there have been suspected or confirmed cases of COVID-19 within our workplace.

In the event of a confirmed or suspected case within our workplace, we will seek guidance from public health officials who shall assist with confirmed or suspected outbreaks.

Our employees, participants and families will be informed by the Director of the steps we will be taking to prevent infection, including visitor management practices.

Elevate Support Care will manage visitors to our organisation using the following practices: Inform all visitors regarding social distancing and hand hygiene.

Ask all visitors will be requested to check into our workplace by either completing the Workplace Attendance Register or by using a Check-In App. The information they must provide includes:

  • first name
  • phone number
  • date and time entered and exited our

Elevate Support Care will provide hand sanitiser at the entry/reception area of the workplace.

6.7 Good respiratory and hand hygiene

Elevate Support Care will ensure that standard infection control precautions are in practice throughout all work environments (see Infection Control Management Policy and Procedure).

There are preventative measures staff can take to protect themselves from infection and help prevent the spread of infections and viruses to others. These measures include practising good respiratory and hand hygiene, such as:

  • cleaning hands with soap and water or alcohol-based hand rubs or sanitisers
  • avoiding touching your face
  • avoiding handshaking and other physical greetings
  • covering your nose and mouth with a tissue or flexed elbow when coughing or sneezing
  • avoiding contact with anyone who has symptoms such as fever, a cough, sore throat, fatigue and shortness of breath
  • staying home if you are unwell
  • wearing appropriate PPE when caring for
  • regularly clean shared high-touch surfaces, g. tables, benches, doorknobs.

6.8 Social distancing in the workplace

Social distancing is critical as COVID-19 is most likely to spread from person-to-person. The following actions taken by our staff will help reduce risk in our work environment:

  • staying at home if they are sick
  • stop handshaking and other physical greetings
  • all meetings are to be held via video conferencing or phone call
  • deferring large face-to-face meetings
  • holding essential meetings outside in the open air if possible
  • eat lunch outside, rather than in the office if possible
  • professional cleaners will regularly clean the office
  • clean and disinfect shared high touch surfaces regularly and use hand sanitiser
  • open windows and adjust the air conditioning to allow for more fresh air, if

7.0 Managing an outbreak

The state public health unit may declare (or assist you in deciding whether to declare) an outbreak. The public health department will guide Elevate Support Care on how to manage the outbreak.

If an outbreak is suspected or confirmed in our workplace, the Director will:

  • confirm standard infection control precautions are in place
  • commence transmission-based precautions (if not already in place)
  • convene the Outbreak Management Team
  • implement Outbreak Management Plan
  • isolate suspected or confirmed cases and, if necessary, assign a dedicated support worker to them
  • liaise with the public health department and follow their instructions
  • schedule regular environmental cleaning and disinfection of all areas
  • put up signage at entrance or workplace to inform visitors
  • suspend all non-essential services and supports
  • suspend all non-essential visitors to the

COVID-19 Safe Plan

Our COVID-19 Safe Plan sets out the following:

  • Actions to help prevent the introduction of coronavirus (COVID-19) in the
  • The level of face-covering or personal protective equipment (PPE) required for our
  • The procedure on how we will prepare for, and respond to, a suspected or confirmed case of coronavirus (COVID-19) in our
  • Details of how Elevate Support Care will meet all of the requirements set out by the state government (some higher-risk industries or workplaces have additional requirements of employers and employees).

A COVID-19 Workplace Attendance Register is maintained (see visitor management for more information).

The Director will ensure our COVID-19 Safe Plan meets the state government‟s orders and action requirements at all times.

8.0 Related documents

  • Staff Training Record
  • Staff Training Plan
  • Training Register
  • Training Attendance Register – In-house
  • Risk Register
  • Risk Management Plan
  • Risk Assessment Form
  • COVID-19 Outbreak Management Plan
  • COVID-19 Safe Plan
  • COVID-19 Workplace Attendance Register
  • Infection Management Policy and Procedure
  • Disaster Management Policy and Procedure
  • Business Continuity Policy and Procedure
  • Risk Management Policy and Procedure
  • Work Health Safety and Environmental Management Policy and Procedure

9.0 References

4.2 Participant Money and Property

Participant Money and Property Policy and Procedure

1.0 Purpose

The purpose of this policy is to:

  • maximise each participant’s control of their funding and finances
  • provide participants with the opportunity to manage their NDIS funding personally
  • ensure that financial management of NDIS services, and any government programs, are undertaken in an orderly manner, as per appropriate legislation and regulations
  • support participants to access and spend their own money as they determine
  • inform participants of costs and the payment process for all services provided
  • provide participants with technical assistance to increase their capacity to direct their support and teach them how to self-manage.

2.0 Scope

To ensure that our staff members do not give financial advice or information, other than that would be required under a participant’s plan. If Elevate Support Care staff are involved with handling a participant‟s money, strict procedures contained in this policy will always be followed to protect the participant from financial abuse.

3.0 Policy

We will ensure that all financial transactions and procedures are implemented in a manner that meets the requirements of all legislation and contracts. To safeguard all participants and our staff, the procedures outlined in this policy will be strictly followed.

The participant’s money, or other property, is only used with the consent of the participant and for the purposes intended by the participant.

A staff member must not provide participants with financial advice or information.

All participants requiring financial assistance must approve the arrangement and sign a Service Agreement and Consent Form. The participant‟s family or advocate must also sign the agreement. All documents will be kept on file and included in the Participant Support Plan.

We will undertake annual audits and provide required documentation. We will ensure the business is financially viable and inform participants of costs and payment procedures.

4.0 Procedure

4.1 Home visits

Staff must only use and touch the participant’s property to deliver a service (i.e. the use of equipment in completion of tasks, e.g. sweeping, assisting in dressing). A record of the participant’s property that is to be used should be listed in the participant‟s support plan.

A staff member must never access the participant’s money. If the participant requests the purchase of an item, then the Director must be informed and records kept in the notes in the participant’s records.

If a participant asks for financial assistance, the Director is to be informed immediately.

The Service Agreement must identify details of any money handling being undertaken, on behalf of the participant.

4.2 Financial management guidelines

At times, participants may require assistance with their finances, e.g. paying bills, banking or shopping. A staff worker must follow the guidelines and procedures outlined below when financially assisting a participant:

  • A staff worker is never allowed access to a participant‟s personal identification number (PIN) or to use an automatic teller machine (ATM) on the participant‟s
  • Financial assistance may only be offered if it is documented in the participant‟s support plan and provided by the appropriate
  • If a participant requests financial assistance, and it is not documented in their support plan, the staff member must contact the Director for
  • Transaction receipts must be obtained and given to the participant for the following:
    • money received
    • money spent
    • money returned
  • Staff must be sure to count the money in front of the participant on receipt and
  • The staff worker must record all financial transactions carried out for a participant in the Financial Transaction Register (FTR) (if in use) and in the participant‟s progress Records must be documented clearly, accurately and immediately.
  • A staff member must not give financial advice to participants or their companions, or act as a witness for any legal
  • A staff member must not accept money or gifts from

4.3 Staff worker procedure

  1. The staff worker is to immediately record the amount of money received from the participant (cash, cheque, voucher) in the FTR, or record details in the participant’s progress
  2. The staff worker must count any cash carefully in front of the
  3. Both the staff worker and the participant are to sign the entry; confirming the correct details have been
  4. The staff worker is to complete the transaction and obtain transaction
  5. The staff worker must carefully count out and return any money to the participant and provide all transaction receipts to the

4.4 Financial assistance procedure

If the participant makes a request for financial assistance, and there is no record of a financial assistance agreement in the participant’s support plan, the following steps are taken:

  1. If the service is conducted on behalf of another agency, approval must first be sought from the on-call coordinator for the
  2. If there are no other agencies involved, then the request must be considered based on the:
    1. participant agreement
    2. need/urgency
    3. participant safety
    4. time
  3. All details of the participant’s request and final decisions must be documented in the participant’s notes and service

4.5 Suspected financial abuse

Our staff workers are trained to look for signs of financial abuse when working with participants. Staff are also trained to discuss preventative measures with participants, including:

  • ensuring participants are aware of their rights to confidentiality and privacy
  • encouraging them to have networks beyond their family circle
  • informing them not to relinquish control of their finances if they can confidently manage them
  • advising them not to make significant financial decisions following a major event, g. loss of a partner
  • ensuring that participants are aware of their right to refuse people access to their funds
  • encouraging them to make plans, while they are still independent
  • encouraging them to ask for help if they are overwhelmed, take advantage of or

If any staff member suspects that a participant is financially abused, then the following steps are to be taken:

  1. The staff member is to gather evidence and record it in the participant’s
  2. The staff member must contact the Director to discuss evidence
  3. The Director will gather the details of the abuse and author a report of the
  4. The Director will inform the relevant authorities and obtain support for the

4.6 Participant fees and payments

Payments and pricing (NDIS)

  • Elevate Support Care must adhere to the NDIS Price Guide or any other agency pricing arrangements and guidelines, as in force from time to
  • Elevate Support Care must declare relevant prices, any notice periods or cancellation terms, to participants before delivering a service. Participants are not bound to engage the services of Elevate Support Care after their prices have been
  • Elevate Support Care can make a payment request once support has been delivered or
  • No other charges are to be added to the cost of the support (including credit card surcharges) or any additional fees including any „gap‟ fees, late payment fees or cancellation These requirements apply to all participants, whether the participant self-manages their funding or whether funding is managed by a plan manager, or by the agency.
  • A claim for payment is to be submitted within a reasonable time (and no later than sixty (60) days from the end of the service booking) to the participant or the
  • Elevate Support Care will not charge cancellation fees, except when provided explicitly in the NDIS Price
  • Elevate Support Care and participants (except for those that are self-managing) cannot contract out of the Price Guide. Where there are any inconsistencies between the Service Agreement and the Price Guide, the Price Guide
  • Where required, Elevate Support Care will obtain a quote for services and have this approved by the

4.7 Monitoring, evaluating and reporting

Elevate Support Care exhibits a continuous improvement culture to facilitate the refinement of our services and processes. Stakeholder’s input is pursued and, when received, reviewed immediately.

All Elevate Support Care‟s policies are reviewed annually and consider the input from all stakeholders. Policy reviews also consider the results attained through monitoring and evaluation and changes in legislation.

5.0 Related documents

  • Participant Information Consent Form
  • Participant Money and Property – Consent Form
  • Participant Money and Property – Financial Transaction Register
  • NDIS Price Guide
  • Service Agreement
  • Support Plan
  • Staff Training Plan
  • Staff Training Record
  • Training Attendance Register – In-house

6.0 References

  • Australian Securities Industry Council (financial abuse)
  • Corporations Act 2001 (Commonwealth)
  • Privacy Act 1988 (Commonwealth)
  • Work Health and Safety Act 2011 (Commonwealth)
  • NDIS Practice Standards and Quality Indicators 2020
  • NDIS – Provider Registration Guide to Sustainability
  • NDIS – Terms of Business for Registered Providers

4.3 Management of Medication

Management of Medication Policy and Procedure

1.0 Purpose

Elevate Support Care is committed to providing a high standard of care and excellence in supports and service. Elevate Support Care participants may take medications to support and improve their health conditions. Many participants will manage and take their medications independently, while others may ask for some form of support or assistance.

2.0 Scope

For this commitment to be achieved, the Director is responsible for ensuring that all medications are correctly managed in accordance with this policy.

We will also correctly supervise the management of documentation, including safe/secure storage and handling, safe support or administration by appropriately trained, qualified or certified staff.

3.0 Policy

Elevate Support Care encourages participants to maintain their independence for as long as possible, including managing their medications safely and effectively. Where a participant requests help with their medications, the nature of this help will be recorded in detail, and the participant’s consent confirmed. Elevate Support Care has processes for the reporting and investigation of medication errors.

Participants, carers and advocates can be confident that Elevate Support Care will ensure quality outcomes for its participants through a safe and correct medication management policy.

This policy follows the twelve (12) Guiding Principles for Medication Management in the Community, developed by the Australian Pharmaceutical Advisory Council (June 2006, updated January 2012).

4.0 Definitions

Medication support


● reminding, or prompting, a participant to take medication

● assisting with opening medication containers

● providing other assistance, not involving medication aid.

Medication assistance


● storing of medicines

● opening medicine container/s

● removing the prescribed dosage (from an approved container)

● giving the medication as per instructions.

  • Roles and responsibilities

Elevate Support Care:

  • has policies and procedures in place for medication administration, storage, errors and incidents
  • will provide the necessary training to the staff worker, which includes the effects and side-effects of medications and the safe and secure methods for medication storage, in addition to medication safety
  • will document the staff worker‟s levels of skill and knowledge of medication safety, storage and administration through a yearly competency assessment
  • ensures a trained staff worker is available to perform tasks that are within their knowledge, skills and experience
  • issues clear instructions (with the participant‟s consent) that outlines steps required to help the participant with their medication. These instructions will include, but are not limited to:
    • medication name and strength, where applicable
    • form of medication, g. tablets, suppositories, liquid
    • dose, route, frequency
    • allergies/adverse drug reactions participant is aware of
    • prescriber’s name printed on medication, date and

Elevate Support Care‟s qualified delegate will:

  • undertake responsibility for medication management
  • conduct and facilitate training sessions for qualified staff workers concerning medication support, assistance and administration
  • provide annual training incorporating:
    • safe and timely medication administration
    • recording and monitoring of medication
    • safe storage of medication
    • prevention of errors or incidents
  • ensure staff follow professional guidelines in the delivery of

The staff worker will:

  • follow the Management of Medication Policy and Procedure and all other related medication policies
  • participate in annual training
  • provide services that are consistent only with their level of training and competence
  • seek advice from the Director where doubt exists
  • follow the instructions from the Director or their qualified delegate and as per support plan requirements
  • seek instruction from the Director when a medication requires

6.0 Procedure

Elevate Support Care will (with the participant, carer or advocate’s consent) liaise with the family or support network, general practitioner, pharmacist, registered nurse or an enrolled nurse to clarify aspects of the medication management.

The staff worker providing medication support will make sure to:

  • identify the participant
  • note the medication is current, and the label correctly identifies the participant
  • administer oral medication, either from a:
    • dosage administration aid (DAA)
    • ‘box’ medication device filled by a pharmacist, doctor or dentist or Elevate Support Care‟s Director
    • participant‟s labelled pharmacy container
  • record the service in the participant‟s support plan
  • monitor the participant for any adverse side effects of the

6.1 Safety considerations

The participants are to be observed for any changes to their health status and, where noted, be reported to the Director.

Where a participant refuses the administration of medication, the Elevate Support Care‟s Director is to be advised. Relevant health professionals (i.e. doctor, registered or enrolled nurse) will be consulted where necessary.

A staff member shall not decide to withhold a participant‟s medication unless certain about the participant‟s health status. The staff worker must consult with the Director before

withholding medication and follow the Director’s decision, in consultation with relevant health professionals (e.g. doctor, registered or enrolled nurse).

Medications are to be stored in a manner that maintains the quality of the medicine and safeguards the participant, family and visitors in their home. Elevate Support Care may assist a participant, carer or advocate to obtain and use a locked box, another suitable container, or cupboard.

6.2 Documentation

The staff worker is to record, on our medication chart or the pharmacy generated medication chart, the date and time of medication administration along with their signature and printed name.

The staff worker is to record in the participant’s health record any change in the participant‟s health status or medication incidents.

6.3 Adverse drug reactions

  • Adverse drug reactions must be reported immediately to the Elevate Support Care’s
  • The Director will inform the general practitioner/nurse immediately and document actions taken in the participant’s health
  • An adverse drug reaction is an incident and must be recorded on a Medication Incident Form and in the participant‟s health record, including symptoms and actions

6.4 Medication errors

Staff workers who detect an error (including an error in dosage, time, frequency or type of medication administered to, or taken by, a participant) must:

  • identify the nature of the error
  • notify the Director and the qualified delegate
  • follow the advice from Director or the qualified delegate
  • complete an Incident Investigation Form
  • monitor the participant for any adverse events that may be caused by the

6.5 Staff training for medication assistance

Staff workers involved in assisting or supporting the participants with their medication are trained by the qualified delegate and health practitioners, in medication procedures. The trainer will take due care and diligence to comply with legislative requirements (i.e. training in first aid, healthy body systems and the administration of medication). All necessary training will be delivered by a Registered Training Organisation (RTO) following the Australian Qualification Framework (AQF) Standards.

Elevate Support Care will ensure that appropriate staff workers hold current first aid and cardiopulmonary resuscitation (CPR) qualifications, so they can correctly respond when monitoring any adverse reactions that require action, intervention and escalation. An Elevate Support Care support staff worker has relevant skills and experience, and a level of competency, to provide appropriate and safe support to a participant.

Our staff workers participate in regular supervision by a qualified delegate to strengthen their understanding of medication procedures and affirm their knowledge and practice.

Elevate Support Care will conduct an annual competency in medication management and administration practices for their support staff workers. Details will be recorded in the staff files, where appropriate. Elevate Support Care‟s annual training will include, but will not be limited to, high-risk medication education as outlined below.

6.6 High-risk medication

Appropriate staff members will be trained and educated on the specific hazards and risks associated with high-risk medications that participants may be consuming. The PRN Protocols will be followed by staff at all times.

Staff workers will be trained to complete a PRN Care Plan and PRN Intake Checklist, as required by participants.

Elevate Support Care training will incorporate the following topics for their support workers, where necessary for each participant‟s individual needs and specified in their support plans:

  • PRN psychotropic medications
  • Schedule 2 medicine (over the counter pharmacy medicine)
  • Schedule 3 medicine (pharmacist only medicines)
  • Schedule 4 medicine (prescription-only medicines)
  • Schedule 8 medicine (controlled drugs)
  • Cytotoxic

7.0 Related documents

  • Authority to Act as an Advocate Form
  • Code of Conduct Agreement
  • Complaints and Feedback Policy and Procedure
  • Complaints and Feedback Form
  • Consent Policy and Procedure
  • Doctors Medication Order Form
  • Incident Report
  • Incident Investigation Form Final Report
  • Incident Register
  • Management of Medication Policy and Procedure
  • Medication Incident Form
  • Self-Medication Assessment
  • Participant Medication Plan and Consent Form
  • PRN Care Plan
  • PRN Intake Checklist
  • PRN Protocols
  • Service Agreement
  • Support Plan
  • Privacy and Confidentiality Agreement
  • Reportable Incident, Accident and Emergency Policy and Procedure
  • Risk Assessment Form
  • Risk Indemnity Form
  • Risk Management Plan
  • Risk Register
  • Risk Management Policy and Procedure
  • Staff Orientation Checklist
  • Service Agreement with Participants Policy and Procedure
  • Staff Training Plan
  • Staff Training Record
  • Training Register
  • Training Attendance Register – In-house
  • Training Needs Analysis

8.0 References

  • ACIA Administration of Non-Oral and Non-Injectable medications in the Community by Support Staff 2015 (Commonwealth)
  • ACIA Administration of Oral Medications in the Community by Support Staff 2017 (Commonwealth)
  • Australian Pharmaceutical Advisory Committee (APAC) Guidelines July 2006 (Commonwealth)
  • The Medication Management Framework (Poisons Regulations 95AA January 2018)
  • Twelve (12) Guiding Principles for Medication Management in the Community developed by the Australian Pharmaceutical Advisory Council (June 2006 updated January 2012)
  • NDIS Quality and Safeguards Commission 2018
  • NDIS Provider and Registration and Practice Standards 2020

4.4 Management of Waste

Management of Waste Policy and Procedure

1.0 Purpose

Elevate Support Care provides clear guidelines around the management of waste, in a manner that meets both the Work Health and Safety Act (2011) and environmental requirements.

2.0 Scope

Front-line workers must understand how to manage waste products correctly and procedurally, ensuring all participants accessing, or using our services, are in safe environments.

Elevate Support Care will ensure that all staff are trained to respond to emergencies and incidents appropriately.

3.0 Policy

Elevate Support Care have a responsibility to protect our participants, and any other person in the home of a participant, from harm by avoiding exposure to waste, infectious and hazardous substances generated during the delivery of supports.

Elevate Support Care„s policies, procedures and practices are in place for the safe and appropriate storage and disposal of waste and infectious or hazardous substances that comply with current legislation and local health district requirements (for more information see the Work Health Safety and Environmental Management Policy and Procedure).

Any incidents of exposure to waste, infectious or hazardous substances are to be referred to the Director to implement relevant processes applying to staff and participants.

4.0 Procedure

4.1 Waste storage and disposal

All waste should be stored in secure areas until collected. Waste disposal companies licensed with the Environmental Protection Authority (EPA) will collect all clinical and pharmaceutical waste for disposal in specialised waste disposal facilities, which are also licensed by the EPA.

Waste should be removed from clinical areas at least three times each day and more frequently as needed, such as from specialised areas. Waste bags should be tied before removing from the area.

4.1.1 General waste disposal

  • Place in the general waste bin for

4.1.2 Clinical waste disposal

  • Staff are required to use the biohazard bags provided by our
  • Staff workers will place clinical waste in biohazard bags as soon as
  • Biohazard bags have a biohazard symbol and are currently coloured yellow
  • Single-use sharps are to be placed (by the user) into a sharps container that meets the Australian and New Zealand Standards AS 4031:1992 and AS/NZS 4261:1994.

4.1.3 Pharmaceutical waste disposal

  • When uncertain about how to dispose of leftover pharmaceuticals, staff workers should return to the pharmacy for correct
  • Most disinfectants can be disposed of through the sewer system by running cold water into the sink before pouring the disinfectant into the Leaving the cold

water running for a few moments after the disinfectant has been disposed of dilutes the disinfectant.

4.2 Incidents

All incidents involving infectious material, body substances or hazardous substances are:

  • reported to the Director
  • recorded on a Hazard Report Form
  • investigated by the Director
  • reviewed and added to the Continuous Improvement

4.3 Emergency plan

During an emergency, such as a chemical spill or biohazard, staff will:

  • contact the Director
  • contact local emergency services, g. police, fire brigade, poison information centre (these contact details will be supplied to staff workers)
  • alert people at the workplace to an emergency, g. use a siren or bell alarm, if in a home environment inform the participant or other people onsite
  • evacuate participants, ensuring that correct processes are implemented for assisting any hearing, vision or mobility-impaired people
  • follow the emergency evacuation map in the workplace which illustrates the location of fire protection equipment, emergency exits and assembly points
  • if in a home environment, take the participant and others to a safe location away from the

After the emergency, the Director will:

  • record the incident
  • notify the regulator, if applicable
  • organise trauma counselling or medical

4.4 Reviewing and evaluating

  • The Director will train staff in the necessary process and
  • The Director will analyse the emergency and inform of any updates required to the Continuous Improvement Policy and

4.5 Staff training

Elevate Support Care will undertake the training of all staff workers who are involved in handling waste or hazardous substances. This training will include:

  • safe handling of hazardous materials and substances, including:
    • body waste
    • infectious materials (e.g. used dressings)
    • Hazardous substances (e.g. chemicals, toxic or corrosive substances, bloodborne pathogens, biological hazards, chemical exposures, respiratory hazards, sharps injuries)
  • use of personal protective equipment
  • clothing requirements (e.g. leather shoes, face masks or similar)
  • removal or mitigation of the hazard and reporting procedure to the Director of any problems/issues
  • correct use of the off-site work kit which includes emergency contact details, gloves and