Core Module

Aboriginal and Torres Strait Islander People Policy and Procedure

1.0 Purpose

Elevate Support Care wishes to recognise the Traditional Owners of the Land and the Aboriginal communities served by our organisation.

Elevate Support Care will provide services and supports that meet the needs of Aboriginal and Torres Strait Islander people.

Elevate Support Care will ensure all staff are trained in culturally appropriate actions and requirements and that they work collaboratively with local Aboriginal and Torres Strait Islander people.

2.0 Scope

This policy applies to all individuals who have contact with any of our participants.

3.0 Policy

It is the policy of Elevate Support Care to create a safe and welcoming environment for everyone. This policy intends to ensure that participants have the right to engage with Aboriginal and Torres Strait Islander community members and to access the support required to meet their individual needs.

If required, front-line workers will collaborate with Aboriginal and Torres Strait Islander community members to support participants in the development and review of their support plans and activities.

4.0 Procedure

Our inclusive approach will promote the cultural safety of Aboriginal and Torres Strait Islander people through engagement with the participant, their community and all relevant stakeholders. Our processes are designed to meet the needs and requirements of the participant.

A variety of procedures may be implemented including, but not limited to:

• incorporating symbols and images that reflect the indigenous culture in our marketing material, on our website and in our environment
• displaying a Statement of Traditional Owners
• clarifying if participants identify as an Aboriginal and Torres Strait Islander
• contacting and maintaining networks with local Aboriginal and Torres Strait Islander communities
• working with community networks for the benefit and support of the participant
• contacting the participant‟s family, extended family and community
• establishing communication processes for maintaining an individual‟s indigenous supports
• working with other services, in a coordinated manner, to enhance supports for the participant
• planning will include actions that promote cultural safety and connectivity while respecting the cultural and spiritual identity of Aboriginal and Torres Strait Islander communities
• researching and supporting community events for the participants and then sharing this information with all staff
• collaborating with local communities in the provision of services, referrals, consortia involvement and memorandums of

• Advocacy information

Files of all participants who identify as Aboriginal and Torres Strait Islander will be reviewed to ensure we meet our inclusive approach obligations. The review will determine if:

• service access and support strategies are relevant for Aboriginal and Torres Strait Islander people

• service involvement and links with the Aboriginal community and Aboriginal services are being provided, as relevant
• cultural needs of the participants are documented in their support plans
• strategies and supports are implemented as per individual plans
• appropriate feedback is being collected from Aboriginal and Torres Strait Islander people and front-line workers (feedback should relate to the cultural competence of our service provision).

• Staff and volunteer training

Elevate Support Care will train all staff worker and volunteers so that all front-line workers can capably implement Aboriginal or Torres Strait Islander cultural competence strategies. The training aims to increase access to the service by Aboriginal and Torres Strait Islander people.

5.0 Related documents

• Easy Read Documents
• Staff Training Plan
• Staff Training Record
• Training Register
• Training Attendance Register – In-house

6.0 References

• Disability Discrimination Action 1992 (Commonwealth)
• Human Rights and Equal Opportunity Commission Act 1986 (Commonwealth)
• Privacy Act 1988 (Commonwealth)
• Racial Discrimination Act 1975 (Commonwealth)
• Sex Discrimination Act 1984 (Commonwealth)
• NDIS Practice Standards and Quality Indicators 2020

Person-Centred Supports Policy and Participant Service Charter of Rights

1.0 Purpose

The NDIS Quality and Safeguards Commission aims to uphold the rights of people with disabilities, including the right to dignity and respect, and to live free from abuse, exploitation, and violence; this is in keeping with Australia’s commitment to the United Nations Convention on the Rights of Persons with Disabilities. Our organisation has used this statement as the basis of our policy.

The purpose of this policy is to empower people with disabilities to exercise choice and control in the support services they receive while ensuring appropriate protections are in place; and building the capacity of people with disabilities, their families, and their carers to make informed decisions about National Disability Insurance Scheme (NDIS) providers.

2.0 Scope

This policy applies to all staff members and participants; the purpose of the policy is to assist participants in understanding their rights.

3.0 Policy

Elevate Support Care will provide supports that promotes, upholds and respects individual rights to freedom of expression, self-determination and decision-making.

The Participant Service Charter outlines the rights of participants, how participants will be treated and the obligations of Elevate Support Care. This charter also sets out participant responsibilities and how they can provide feedback on any aspect of the service.

Elevate Support Care takes a person-centred, evidence-based approach to any services that we provide where the participant, family or their advocate/s is primary to any decisions made.

Elevate Support Care exists to work with our participants, their advocates, family members and other service providers, as relevant, to provide the services to meet our participants’ needs, within the scope of our services.

We will provide support and work with other community groups or education programs directly, or in partnership with other services. Information regarding our services is located on our website, Elevate Support Care or by asking a staff member.

Elevate Support Care will work with other groups, services and programs, either directly or in partnership, to ensure the provision of relevant supports.

Our Service Charter of Rights will be provided to participants in a Participant Handbook using simple terminologies such as your rights, your responsibilities and our responsibilities.

4.0 Charter of Rights

• Participants’ rights

Participants have many individual rights. We understand these rights and work towards informing, supporting and assisting participants to achieve their goals and exercise their rights. Elevate Support Care adopts a policy of non-discrimination in the provision of our support services to individuals and the eligibility and entry to these services.

Participants have the right to:

• access supports that promote, uphold and respect their legal and human rights
• exercise informed choice and control
• freedom of expression, self-determination and decision-making
• access supports that respect culture, diversity, values and beliefs
• access a service that respects their dignity and right to privacy
• support access to make informed choices to maximise their independence
• access supports free from violence, abuse, neglect, exploitation or discrimination
• receive supports which are overseen by strong operational management

• access services which are safeguarded by caring carers who work within a well- managed risk and incident management system
• receive services from workers who are competent, qualified and have expertise in providing person-centred supports
• consent to the sharing of information between providers during transition periods
• select to opt-out of providing information, as required by

• Participants’ responsibilities

Participants using our support services have responsibilities to Elevate Support Care. We ask that they:

• respect the rights of our staff worker to ensure a workplace that is safe, healthy and free from harassment
• abide by the terms of their agreement with us
• understand that their needs may change and, correspondingly, services provided may need to change to meet their needs
• accept responsibility for their actions and choices, even though some decisions may involve risk
• inform us if they have any problems with our staff or the services received
• share appropriate information to develop, deliver and review their support plan
• care for their health and wellbeing (as much as they can)
• provide information that will help us better meet their needs
• provide us with a minimum of 24-hours‟ notice if they will not be home for their service
• understand that our staff are only authorised to perform the agreed number of hours and tasks outlined in their service agreement
• contribute and participate in the safety assessments of their home
• control pets during service provision
• provide a smoke-free working environment
• pay the agreed amount for the services provided
• inform us in writing (where able) and provide appropriate notice before terminating our service
• advise our staff, when asked, if they wish to opt-out of a

• Participant’s right to provide feedback

Elevate Support Care values all feedback, positive and negative. We ask participants to speak up and not be silent; we want to know when a service has been exceptional or when individuals are not happy with service received, or they believe they have not been fairly treated.

Feedback can be provided in the following ways, including:

• completing a Complaints and Feedback Form
• talking directly to a staff member
• asking to speak to a more senior manager or supervisor
• contacting the office via the phone
• contacting us anonymously or completing the Anonymous Complaints and Feedback

Elevate Support Care will resolve complaints openly, honestly and quickly. We will acknowledge the complaint by responding within one working day. (See our Complaints and Feedback Policy and Procedure for further details).

If not satisfied with the resolution of a complaint, we recommend individuals contact the NDIS Quality and Safeguards Commission on 1800 035 544 (free call from landlines) or TTY 133 677.

Alternatively, individuals can lodge a complaint via the NDIS Quality and Safeguards Commission website. To view go to forms.business.gov.au/smartforms

• NDIS Code of Conduct

Our team will provide supports or services to participants and quality service to participants, their family and advocate. To enable us to do this, we request that all participants:

• provide complete and accurate information about themselves and their situation
• explain any changes in their health
• inform their staff worker if they cannot keep an appointment or commitment
• complete consent forms so that we can work with an advocate (if applicable)

• act respectfully and safely towards other people using the service and towards our front-line worker
• provide feedback about the service and advise how services could be improved
• report back to us if unhappy with our services, or if there is any matter of

• Our commitment to participants

Elevate Support Care takes a strengths-based, person-centred, holistic approach to care and support, where the participant or their advocate is primary to the decision-making process. Our team will ensure that services are managed with respect and in consultation with participants. When dealing with our stakeholders, we will:

• treat people with respect
• treat individuals courteously, fairly and without discrimination
• inform participants of their rights and responsibilities through our orientation process, Easy Read documents and handbooks
• protect personal information
• involve participants in any decisions regarding the services they access
• assist participants in connecting with other services, if needed
• inform how to provide feedback on our services
• ensure participant safety and undertake practices that prevent injury
• assist participants in accessing and using our services
• comply with signed service agreements
• inform participants of their rights and responsibilities
• arrange for an interpreter or other language services, if required
• respect individual views, opinions, personal circumstances and cultural diversity
• provide advice and options regarding other supports and services that may be available
• ensure staff have the appropriate skills and competencies to meet participants needs
• treat everybody with dignity, fairness and respect, without discrimination or victimisation
• advise how complaints can be made and provide information on how we will respond to that complaint

• provide support and care that recognises and acknowledges individual preferences, choices, interests and capability
• support the right for participants to receive quality care in an appropriate environment which promotes participation
• provide services that meet, or exceed, relevant industry standards such as the NDIS practice standards and quality indicators, NDIS rules, and their charter of

5.0 Related documents

• Complaints and Feedback Form
• Anonymous Complaints and Feedback Form
• Complaints and Feedback Policy and Procedure
• Participant Handbook

6.0 References

• NDIS Code of Conduct Rules 2018
• NDIS (Complaints Management and Resolution) Rules 2018
• NDIS Practice Standards and Quality Indicators 2020
• United Nations Convention on the Rights of Persons with Disabilities

Preferred Method of Communication Policy and Procedure

1.0 Purpose

All participants have the right to access supports that promote, uphold and respect their legal and human rights and to enable them to exercise choice and control. Due to the variation in types of disability, there is a variation in the modes of communication that each participant will require. This policy is designed to ensure that our employees understand each participant‟s preferred method of communication. This preferred method of communication will then be embedded in the supports and services provided to the participant.

Scope

Staff at initial contact and those who work with our participants must understand the participant‟s preferred method of communication and put that preference in practice wherever possible. The Director will inform the staff workers of each participant‟s communication requirements and will always endeavour to place staff that can communicate effectively with a participant.

2.0 Definitions

• Policy

The best means of communicating with a participant is determined at the initial contact and will be recorded and used from that point forward. Staff are required to treat all participants with respect and use their preferred mode of communication wherever possible. Variations in the mode of communication may include:

• written documents with no adjustments
• verbal explanations
• demonstration
• Easy Read documents – explanations and forms
• interpreters (oral)
• translators (written)

Participants may use their own interpreters and access their advocate to assist them.

4.0 Procedure

At the initial contact meeting, staff will consult with the participant, and their family or advocate to determine the most preferred mode of communication.

• Initial Meeting

The Director will undertake the following steps:

• Determine the best means of communication via discussion or
• Record this mode of communication in the support
• Inform all staff workers who work with the
• Match staff with these skills, or train and support staff in how to
• Arrange for interpreter or translator (if required).

• Provision of Information

Staff are to use the information gained in the initial meeting to provide information to the participant in their mode of communication where information must be discussed with the participant. Methods that will be used may include:

• providing information in written form without any
• providing information in written form using Easy Read
• explaining the information orally for those with issues with reading or comprehending written
• demonstrating information (if able to do so).
• accessing an interpreter via Translating and Interpreting Services, Department of Home

5.0 Related documents

• Participant Intake Form
• Support Plan
• Easy Read Documents and Forms

6.0 References

• NDIS Code of Conduct Rules 2018
• NDIS Practice Standards and Quality Indicators 2020
• NDIS Act 2013 (Commonwealth)
• Privacy Act 1988 (Commonwealth)
• Work Health and Safety Act 2011 (Commonwealth)
• United Nations Convention on the Rights of Persons with Disabilities

Person-Centred Supports Linkage Policy and Procedure

1.0 Purpose

People with disabilities have the same right as other members of Australian society to realise their full potential. They should be supported to participate in and contribute to social and economic life. The purpose of this policy is to ensure inclusion of, and access for people with disabilities to mainstream and community-based activities and other government initiatives.

2.0 Scope

This policy applies to all front-line staff.

3.0 Policy

Elevate Support Care will access links between other service systems, e.g. social activities, which will improve and support the varying needs of people with disabilities, their families and advocates.

Elevate Support Care’s commitment is to make sure people with disabilities are connected to their communities by:

• providing information on mainstream services and community activities which will benefit participants
• contributing to developing links and networks within the community
• working in partnership with community organisations to provide opportunities for active participation in local activities
• supporting key workers to build their capacity so that they can sustain their role which could involve linking them into direct-carer support services
• linking the participant and their families to social and recreational activities that provide the family with a break from their caring role and connect them with the community

• sourcing activities that promote the participant’s wellbeing, g. personal development, peer support and mentoring.

4.0 Procedure

Elevate Support Care will follow this policy to allow participants to maintain their ability to participate in and contribute to society. Front-line workers are required to ensure that participants are:

• connected within their community
• informed about relevant activities, to allow for the participant to make decisions and choices
• provided with the necessary skills to participate confidently and contribute to the community and protect their rights
• assisted to use and benefit from mainstream services
• assisted to participate in, and benefit from, community activities
• supported to contribute to leading, shaping and influencing their

5.0 Related documents

• Agency Referral Form
• Participant Information Consent Form

6.0 References

• NDIS – Framework for Information Linkages and Capacity Building
• NDIS Practice Standards and Quality Indicators 2020

Advocacy Support Policy and Procedure

1.0 Purpose

Elevate Support Care recognises the importance of ensuring the participant‟s right to use an advocate or representative of their choice is maintained. Both participants and potential participants have the right to select and involve an advocate, or a representative of their choice, to participate or act on their behalf at any time.

2.0 Scope

This policy applies to all participants, staff, volunteers and stakeholders.

3.0 Definition

Advocacy is the active support for a cause or position, and, in this context, it is an expression of support for a person who may find it difficult to speak for him or herself. It may include matters such as achieving social justice, improving a person‟s wellbeing, prevention of abusive and discriminatory treatment or stopping unjust and unfair treatment, so it is possible that a person‟s fundamental needs and interests are met.

Below is a list of six types of advocacy:

1. Individual advocacy – A one-on-one approach, aiming to prevent or address instances of discrimination or
2. Systemic advocacy – Working to influence or secure long-term changes to ensure the collective rights and interests of people with
3. Family advocacy – A parent or family member advocates with, and on behalf of, a family member with a
4. Citizen advocacy – Matches people with disabilities to
5. Legal advocacy – Upholds the rights and interests of individual people with disabilities by addressing the legal aspects of discrimination, abuse and
6. Self-advocacy – Supports people with disabilities to advocate for themselves, or as a

4.0 Policy

All participants have the right to use an advocate of their choice to represent their interests and speak on their behalf regarding any aspect of the supports or services they receive.

Our staff will work cooperatively with the participant’s nominated advocate and will show the same respect to the advocate as is shown to the participant. When a participant cannot advocate for themselves, it is Elevate Support Care’s policy to ensure that the participant‟s interests are represented and supported using a substitute decision-maker.

• Advocacy principles

• Elevate Support Care will ensure that all staff receive training in the use of
• Elevate Support Care will maintain printed material on advocacy and advocacy
• Elevate Support Care will maintain local advocacy resource/contact
• Elevate Support Care will work cooperatively with any nominated advocate chosen by the participant and show the same respect to the advocate, as is shown to the
• Elevate Support Care will utilise a governance system to enable Elevate Support Care to identify where a participant needs

5.0 Procedure

• Initial assessment (participant without an advocate)

• Discuss the participant‟s right to appoint an advocate at any time and to have an advocate present to speak on their
• Provide the participant with advocacy
• Explain to the participant their rights regarding advocacy as per the Elevate Support Care’s Service Agreement and Charter of Rights and the NDIS Practice Standards and Quality Indicators
• Advise the participant that if they wish to utilise advocacy services Elevate Support Care can assist them in contacting any of these

• Provide the Authority to Act as an Advocate Form to the participant if they decide to utilise the services of an advocate. The completed and signed form is stored in the participant‟s
• Provide the Third Party Information Release Consent Form to the participant. The completed and signed form is stored in the participant‟s
• Discuss and document any specific communication issues or protocols to be used between the service and the advocate (such as email, phone, or any other method).
• Inform the participant that they can withdraw approval for an advocate to act on their behalf at any

• Initial assessment (participant with advocate/representative)

Before initial assessment

• Ensure during initial contact with the participant that they are informed of their right to an advocate and record the advocate’s details if they have
• Advise the participant of the need to complete the Authority to Act as an Advocate Form and provide the appropriate form to the
• Contact the nominated advocate to ensure that they are aware they are nominated and to confirm they agree to be an
• Place the completed Authority to Act as an Advocate Form in the participant‟s
• Ensure the potential participant is aware of their advocacy rights, including the right to have an advocate present for all assessments, meetings and communication between themselves and Elevate Support
• Schedule the participant‟s initial assessment at a time and date that will allow the advocate to be
• Arrange for an identified advocate to be present at the

At initial assessment

• Request the completion of the Authority to Act as an Advocate Form (if it has not already been completed) for Elevate Support Care to formally recognise the nominated person as the participant’s
• Gather information about the advocate, such as contact details and

• Explain to the participant that they have the right to change their advocate at any Changes should be documented in writing by the participant using the Authority to Act as an Advocate Form.

• Working with advocates

• Identify the existence of an advocate on the participant’s
• Discuss and document any specific communication issues or protocols to be used between the service and the
• Communicate with a participant’s advocate and involve them in the process of goal setting, planning service responses, and referrals for additional or alternative
• Provide the advocate with ongoing information regarding the health and well-being of the participant, as
• Ensure that all on-call staff are aware of the participant‟s

• Continuing work with advocates

• Provide participants with written and verbal information that reminds them of their right to have (or change) an advocate during reassessments, visits or
• Remind participants of their right to have (or change) an advocate during each annual review of services or via written
• Communicate and work cooperatively with advocates.
• Refer participants assessed as ‘not able to manage their service’ (and who have no other advocate) to the Victorian Government Office of the Public Advocate, as

Note: A web-link accessing disability advocacy services is available. As a postcode, town or suburb is required to be entered to access services, Elevate Support Care will guide and assist participants. To access go to disabilityadvocacyfinder

6.0 Related documents

• Authority to Act as an Advocate Form
• Third Party Information Release Consent Form
• Staff Training Plan
• Staff Training Record
• Training Register
• Training Attendance Register – In-house

7.0 References

• Disability Act 2006 (VIC)
• Disability (NDIS Transition) Amendment Act 2019 (VIC)
• Information Privacy Act 2000 (VIC)
• Privacy and Data Protection Act 2014 (VIC)
• Human Rights and Equal Opportunity Commission Act 1986 (Commonwealth)
• Disability Services Act 1986 (Commonwealth)
• Disability Discrimination Act 1992 (Commonwealth)
• Privacy Act 1988 (Commonwealth)
• National Disability Strategy 2010-2020
• NDIS Practice Standards and Quality Indicators 2020

8.0 Advocacy information

• Victorian advocacy providers

Individual Values and Beliefs Policy and Procedure

1.0 Purpose

People with disabilities have the same right as other members of Australian society to realise their full potential. They should be supported to participate in and contribute to social and economic life.

We support inclusion of, and access for people with disabilities to mainstream and community-based activities and other government initiatives (National Disability Strategy 2010-2020).

To inform the community of Elevate Support Care‟s service provision capacity, including the priority of access process and eligibility criteria requirements, we will encourage and manage requests for service from potential participants and referrals to and from other agencies.

Elevate Support Care commits to cultural diversity and to support our participants by respecting their culture, values and beliefs. We will recognise and value the multicultural nature of Australian society and provide specific acknowledgement and support to the customs of Australian Indigenous people.

2.0 Scope

The Individual Values and Beliefs Policy focuses on the inclusiveness of all community groups and freedom from discrimination that belongs to all people, irrespective of their sexual orientation, gender identity, disability, race, sex, cultural and linguistic diversity, age and stage of development.

The policy applies to al Elevate Support Care staff and management engaged in working with participants.

3.0 Policy

Elevate Support Care will deliver flexible services that are designed to meet the needs of diverse peoples. We will actively provide a work environment that supports, values and encourages cultural diversity by training our staff to develop their cultural understandings.

Elevate Support Care will identify any real or potential barriers for the participant to access our services. Our strategies to ensure equity for all peoples may include:

• treating all people equally according to their human rights
• encouraging inclusion of all people regardless of their background, ethnicity, culture, language, beliefs, gender, age, sexual orientation, socioeconomic status, level of ability, additional needs, family structure or lifestyle
• promoting inclusive practices and ensuring the successful involvement of participants in the community to enable them to reach their goals and

Elevate Support Care will collaborate with the participant to identify their culture, diversity, values and beliefs. Elevate Support Care acknowledges the participant’s right to practice their cultures, values and beliefs. Elevate Support Care will work with the participant to ascertain how and when they wish to participate in any religious or cultural practices. The team must respond sensitively to the participant’s requirements and work with the participant to access their required supports.

Elevate Support Care recognises, respects, promotes and celebrates the value of cultural diversity. Our team will adopt and implement inclusive and culturally diverse policies and strategies.

Elevate Support Care is committed to social inclusion and community participation, in both the delivery and expansion of services, for disadvantaged participants. Our team will work in partnership with the community, Aboriginal and Torres Strait Islander people, culturally and linguistically diverse groups, people with different sexual orientations and those with disabilities.

To improve and support the varying needs of people with disabilities, their families and advocates, we will access links between other service systems. We will:

• consult with our participants to facilitate the provision of fair, equitable and transparent services
• work with services in the community to ensure our participants are provided with relevant contacts to other services and community networks to enable the development of their personal goals, outcomes and aspirations, in line with their support plan
• actively encourage and support our participants to maintain personal networks, community connections and participate in their community
• use networks and community engagement feedback to inform management

Elevate Support Care will gather information about participants’ cultural beliefs, values and diversity. Participants’ decisions and choices regarding their beliefs and cultural practices are supported and recorded in their support plan.

Elevate Support Care„s commitment is to make sure people with disabilities are connected into their communities by:

• providing information on mainstream services and community activities which will benefit people with disabilities, as well as their families and advocates
• contributing to relevant links and networks within the community
• encouraging participation and inclusion of people with disabilities by working in partnership with community

Elevate Support Care is committed to identifying and liaising with other stakeholders. Stakeholder identification and contact are dependent on the participant and may include local community support organisations, job networks, training organisations and housing agencies.

Elevate Support Care will uphold and promote the legal and human rights of all people and abide by the United Nations Convention on the Rights of People with Disabilities.

Elevate Support Care will treat all people with courtesy, dignity and will recognise their human rights to self-determination and privacy.

4.0 Procedure

Elevate Support Care will ensure that all participants are treated fairly and in a non- discriminatory manner. This intent incorporates both intake and service delivery processes. Information provided will be in an Easy Read format, but we will arrange relevant support in the form of home language, or an interpreter, as required. If a participant has a barrier of not being able to read or understand information, then a support person will be provided to assist the participant in understanding what is said to them.

Elevate Support Care will support the participant to access supports linked to their culture, diversity, values and beliefs. The type of support and responses will be determined through consultation with the participant and will follow the choices made by the participant. To assist the participant in making choices about their level of participation in their relevant supports, our team may:

• pursue contacts that have been chosen by the participant
• contact local communities, g. cultural, religious, sexual orientation groups or spiritual groups including Aboriginal and Torres Strait Islander communities
• contact government agencies to seek support for individual participants
• source community members and groups to provide input into the service
• contact advocates to assist with the development of community support plans for the participants
• support the rights of the participant to seek contact with those in the community relevant to their wishes, goals and aspirations. The participant will be encouraged to join with related community links, as required
• follow the participant‟s aspirations and needs to participate in the community

Elevate Support Care will make relevant contacts for the participant to assist in initial involvement with their selected group or individual.

Elevate Support Care will work with Aboriginal and Torres Strait Islander people and culturally diverse groups to actively engage with their communities. Support provided from their community is incorporated within the support plan of the participant. This support will be assessed, monitored and reviewed to ensure that goals and aspirations of participants are met using the relevant community supports.

Elevate Support Care will provide services that meet the aspirations and goals of the participant for inclusion in the community.

Our organisation will work with the community to actively encourage the participant to participate in various activities, including employment, education, sporting activities, cultural events and any relevant activities.

We are committed to building relationships with and between key stakeholders, including governments, organisations and communities, to obtain the best result for their participants.

Elevate Support Care will ensure that their services are tailored to meet their participant‟s needs flexibly; acknowledging that each person‟s needs are different.

Elevate Support Care will place a high priority on providing early intervention and prevention in each participant‟s case. By understanding the root causes of any issues and intervening early, problems can be effectively managed. Elevate Support Care will undertake cultural competency training for staff to increase knowledge and build strategies on how to work inclusively.

Elevate Support Care promotes inclusion by:

• working closely with a network of health and allied health professionals to be able to support the holistic needs of our participants
• building effective partnerships with the participants and their families, advocates and support people to discuss and foster shared priorities and understand the participant’s individual needs and goals
• focusing efforts on building social inclusion and participation opportunities within the range of services provided
• providing information on community events and other relevant networks that meet participants’ needs and identified goals
• working within a participant’s networks and supports, e.g. childcare, kindergarten, school or home environments to allow Elevate Support Care to assist the participant foster relationships and increase participation in familiar surroundings
• instigating a Person-Centred Supports Linkage Policy and Procedure outlining how Elevate Support Care will work with other communities for the betterment of their participants
• operating in a manner that ensures all people can access our

5.0 Related documents

• Participant Information Consent Form
• Support Plan
• Staff Training Plan
• Staff Training Record
• Training Register
• Training Attendance Register – In-house
• Person-Centred Supports Linkage Policy and Procedure

6.0 References

• Disability Discrimination Action 1992 (Commonwealth)
• Privacy Act 1988 (Commonwealth)
• Work Health and Safety Act 2011 (Commonwealth)
• National Disability Strategy 2010 – 2020
• NDIS Practice Standards and Quality Indicators 2020
• United Nations Convention on the Rights of People with Disabilities

Privacy and Dignity Policy and Procedure

1.0 Purpose

Elevate Support Care provides our participants with access to services and supports that respect and protect their dignity and right to privacy.

2.0 Scope

This policy applies to all participants and staff of Elevate Support Care and other service agency representatives.

3.0 Policy

Elevate Support Care is committed to protecting and upholding all stakeholders’ rights to privacy and dignity, including participants, staff, management and representatives of other service agencies.

Elevate Support Care is committed to protecting and upholding the participants’ rights to privacy and dignity as we collect, store and handle information about them, their needs and the services provided to them.

Elevate Support Care requires staff and management to be considered and consistent when writing documents regarding a participant and when deciding who has access to this information.

Elevate Support Care is subject to NDIS Quality and Safeguards Commission rules and regulations. Elevate Support Care will follow the guidelines of the Australian Privacy Principles in its information management practices.

Elevate Support Care will ensure that each participant understands, and agrees to, the type of personal information collected and the reasons for collection. If the material is to be recorded in an audio or visual format, the participant must agree to their involvement, in writing, before any material can be collected. The participant must also be informed at the time material is being recorded in an audio or visual format.

Elevate Support Care will advise each participant of our Privacy Policy using the language, mode of communication and terms that the participant is most likely to understand (Easy Read documents are made available to all participants).

Elevate Support Care will ensure that:

• it meets its legal and ethical obligations as an employer and service provider, concerning protecting the privacy of participants and organisational personnel
• participants are provided with information about their rights regarding privacy and confidentiality
• participants and organisational personnel are provided with privacy and confidentiality is assured when they are being interviewed or discussing matters of a personal or sensitive nature
• all staff, management and volunteers understand the requirements to meet their obligations
• participants are informed of Elevate Support Care’s confidentiality policies using the language, mode of communications and terms they are most likely to understand
• Elevate Support Care will attempt to locate interpreters and will use easy access

This policy conforms to the Federal Privacy Act (1988) and the Australian Privacy Principles, which govern the collection, use and storage of personal information.

This policy will apply to all records, whether hard copy or electronic, containing personal information about individuals and to interviews or discussions of a sensitive personal nature.

4.0 Procedure

• Dealing with personal information

In dealing with personal information, Elevate Support Care staff will:

• ensure privacy for the participants, staff, or management when they are being interviewed or discussing matters of a personal or sensitive nature
• collect and store personal information that is only necessary for the functioning of the organisation and its activities
• use fair and lawful ways to collect personal information
• collect personal information only with consent from the individual
• ensure that people know of the type of personal information collected, the purpose of keeping the information, the method used when information is collected, used or disclosed, who will have access to information
• ensure that personal information collected or disclosed is accurate, complete, and up-to-date and provide access to the individual to review information or correct wrong information about themselves
• take reasonable steps to protect all personal information from misuse, loss and unauthorised access, modification or disclosure
• destroy or permanently de-identify personal information no longer needed or after legal requirements for retaining documents that have expired
• ensure that participants understand and agree with the type of personal information being collected and the reason/s for collection
• ensure participants are advised of any recordings in either audio or visual format, and the participant’s involvement in any recording format has been agreed to, in writing, before collection of material takes

• Participant records

Participant records will be kept confidential and only handled by staff directly engaged in the delivery of service to the participant. Information about a participant may only be made available to other parties with the consent of the participant, or their advocate, guardian or legal representative. A written agreement providing permission to keep a recording must be stored in the participant’s file.

All hard copy files of participant records will be kept securely in a locked filing cabinet, in the office of the Director.

• Responsibilities for managing privacy

All staff members are responsible for the management of personal information to which they have access. The Director is responsible for the content appearing in Elevate Support Care publications, communications, and on our website, and must ensure:

• appropriate consent is sought and obtained for the inclusion of any personal information about any individual, including Elevate Support Care personnel (see Consent Policy and Procedure).
• information provided by other agencies or external individuals conforms to our privacy
• our website contains a Privacy Statement that clearly outlines the conditions regarding any collection of personal information from the public captured via their visit to the

The Director is responsible for safeguarding personal information relating to Elevate Support Care’s staff, management and contractors. The Director will be responsible for:

• ensuring that all staff members are familiar with the Privacy Policy and administrative procedures for handling personal information
• providing participants and other relevant individuals with information about their rights regarding privacy and dignity
• handling any queries or complaints about a privacy

• Privacy information for participants

During the first interview, participants are notified of the information being collected about them, how their privacy will be protected, and their rights concerning this data. Information sharing is part of our legislative requirements. Participants must provide consent to any information sharing between our organisation and government bodies. The participant is informed they can opt-out of any NDIS information sharing during audits.

• Privacy for interviews and personal discussions

To ensure privacy for participants or staff when discussing sensitive or personal matters, Elevate Support Care will only collect personal information which is necessary for the provision of supports and services and which:

• is given voluntarily
• will be stored securely on the Elevate Support Care

When in possession, or control, of a record containing personal information, Elevate Support Care will ensure that the record shall be protected against loss, unauthorised access, modification or disclosure, by such steps as is reasonable in the circumstances. If a record must be provided to a person in connection with the provision of a service to Elevate Support Care, everything reasonable will be done to prevent unauthorised use or disclosure of that record.

Elevate Support Care will not disclose any personal information to a third party without an individual‟s consent, unless that disclosure is required or authorised by, or under, law.

5.0 Related documents

• Code of Conduct Agreement
• Consent Policy and Procedure
• Easy Read Privacy Document
• Privacy and Confidentiality Agreement

6.0 References

• NDIS Practice Standards and Quality Indicators 2020
• Privacy Act 1988 (Commonwealth)
• Australian Privacy Principles (Commonwealth)

Management of Data Breach Policy and Procedure

1.0 Purpose

To meet legislative compliance requirements as a mandatory reporter of eligible data breaches to both the Office of the Australian Information Commissioner (OAIC) and any individuals who may be potentially affected by a data breach, to inform relevant authorities of any breach, and to limit and reduce risks to the business and ensure continuous improvement in maintenance of data held by our organisation.

2.0 Scope

All staff members are required to maintain the confidentiality of all data relating to participants and other staff members. This policy relates to all personal data regarding both participants and team members.

3.0 Definitions

4.0 Policy

Elevate Support Care views data breaches as having serious consequences, so the organisation must have robust systems and procedures in place to identify and respond effectively.

Elevate Support Care will delegate relevant staff members with the knowledge and skills required to become a Data Breach Response Team member.

Staff are required to inform the Director or their delegate of the potential, or suspected, data breach immediately. Within forty-eight (48) hours, the Director is to complete a Data Breach Process Form and ensure that, as a regulated entity, they notify the particular individuals and the Commissioner about eligible data breaches as soon as practicable (no later than thirty (30) days after becoming aware of the breach or suspected breach).

If a staff member becomes aware that there are reasonable grounds to believe that there has been an eligible data breach, Elevate Support Care is required to promptly notify any individuals at risk of being affected by the data breach and the OAIC.

Elevate Support Care will undertake the following when an eligible data breach has occurred:

1. Prepare a statement that, at a minimum, contains:
   1. Elevate Support Care contact details:
      1. If relevant, the identity and contact details of any entity that jointly or simultaneously holds the same information, in respect of which the eligible data breach has occurred, g. due to outsourcing, joint venture or shared services arrangements. If information of this sort is included in the statement, the other entity will not need to report the eligible data breach separately.
   2. A description of the data
   3. The kinds of information
   4. The steps it recommends individuals take to mitigate the harm that may arise from the breach (while the entity is expected to make reasonable efforts to

identify and include recommendations, it is not expected to identify every recommendation possible following a breach).

2. Provide a copy of the prepared statement to the OAIC using online Notifiable Data Breach Form.
3. Undertake such steps, as are reasonable in the circumstances, to notify affected or at-risk individuals of the contents of the statement. Individuals will be notified by email, telephone or post, depending on the situation; if direct notification is not practicable Elevate Support Care will publish the statement on its website and take reasonable steps to publicise its

5.0 Procedure

Stage 1. Assess and determine the potential impact

• Once notified of the potential data breach, the Director must consider whether a privacy data breach has (or is likely to have) occurred and then make a preliminary judgement as to its possible
• Advice on how to manage the data breach should be sought from appropriate managerial
• Criteria for determining whether a privacy data breach has occurred:
  • Is personal information involved?
  • Is the personal information of a sensitive nature?
  • Has there been unauthorised access to personal information, or unauthorised disclosure of personal information or loss of personal information, in circumstances where access to the information is likely to occur?
• Criteria for determining the severity of the breach:
  • Type and extent of personal information
  • The number of individuals that have been
  • If information is protected by any security measures (password protection or encryption).
  • Type of person/s who now have
  • Whether there is (or could be) a real risk of serious harm to the affected
  • If there could be media or stakeholder attention due to the breach/suspected

• Concerning the above, serious harm could include physical, physiological, emotional, economic/financial or harm to reputation and is defined in Section 26WG of the National Data Breach Act.

The Director and relevant staff will take a preliminary view as to whether the breach (or suspected breach) may constitute a Notifiable Data Breach. Accordingly, the Director will issue pre-emptive instructions as to whether the data breach should be managed at the local level or escalated to the Data Breach Response Team (Response Team); this will depend on the nature and severity of the breach.

• Stage Select appropriate data breach management option

Option 1 – Data breach managed at a local level by managerial staff

1. The Director will ensure implementation of immediate corrective action if this has not already occurred. Corrective action may include retrieval or recovery of the personal information, ceasing unauthorised access, shutting down or isolating the affected
2. A Data Breach Process Report is to be completed within 48 hours of receiving The report will contain a:
   • description of the breach or suspected breach
   • summary of action taken
   • summary of outcomes from the action taken
   • outline of processes implemented to prevent a repeat situation
   • recommendation outlining why no further action is
3. The Director will sign-off, confirming that no further action is

Option 2 – Data breach managed by the Data Breach Response Team

1. When the Director instructs that the data breach be escalated to the Response Team, the Director will convene the Response Team and notify any relevant managerial
2. The Response Team will consist of:
   • Director
   • Human Resource nominee

• Information Technology nominee
• Marketing and external relations nominee
• Other people nominated by the

• Primary role of the Data Breach Response Team

There is no single method of responding to a data breach. Each incident must be dealt with, on a case by case basis, by assessing the circumstances and associated risks to inform the appropriate course of action. The following steps may be undertaken by the Response Team, as appropriate:

1. Immediately contain the breach if this has not already occurred. Corrective action may include retrieval or recovery of the personal information, ceasing unauthorised access, shutting down or isolating the affected
2. Evaluate the risks associated with the breach, including collecting and documenting all available evidence of the breach, having regard for the information outlined
3. Call upon the expertise of, or consult with, relevant staff members in specific
4. Engage independent cybersecurity or a forensic expert, as
5. Assess whether serious harm is likely (with reference above and to Section 26WG of the National Data Breach Act).
6. Make a recommendation to the Director whether this breach constitutes an NDB for mandatory reporting to the OAIC and the practicality of notifying affected
7. Consider developing a communication or media strategy including the timing, content and method of any announcements to participants, staff members or the
8. The Response Team must undertake its assessment within 48 hours of being

• Secondary role of the Data Breach Response Team

Once the data breach has been dealt with appropriately, the Response Team should turn its attention to the following steps:

1. Identify lessons learnt and remedial action that can be taken to reduce the likelihood of a recurrence; this may involve a review of policies, processes and refresher

2. Prepare a report for submission to senior
3. Consider conducting an audit to ensure that the necessary outcomes are affected and

• Stage Notify the Office of the Australian Information Commissioner

• Taking into consideration the Response Team‟s recommendation, the Director will determine whether there are reasonable grounds to suspect that a Notifiable Data Breach has
• If there are reasonable grounds, the Director must prepare a prescribed statement and provide a copy to the OAIC as soon as practicable (and no later than 30 days after becoming aware of the breach or suspected breach).

6.0 Related documents

• Data Breach Process Form
• Staff Training Plan
• Staff Training Record
• Training Attendance Register – In-house

7.0 References

• NDIS Practice Standards and Quality Indicators 2020
• Privacy Act 1988 (Commonwealth)
• Privacy Amendment (Notifiable Data Breaches) Act 2017 (Commonwealth)

Independence and Informed Choice Decision- Making Policy and Procedure

1.0 Purpose

Elevate Support Care policy is underpinned by international, national and state obligations, in relation to the human rights of people with disabilities; Article 12 of the United Nations Convention on the Rights of Persons with Disabilities is the critical driver behind supported decision-making.

We wish to support all participants to make informed choices, exercise control and maximise their independence relating to the supports provided.

Quality decision-making will underpin the long-term effectiveness of participant supports and agreements. It facilitates the achievement of strategic goals, maximises participant involvement, enhances participant outcomes and encourages wellbeing and productivity of our staff.

2.0 Scope

This policy applies to all Elevate Support Care staff and participants accessing our services.

3.0 Policy

This policy assumes that each participant has decision-making capacity, unless proven otherwise, and acknowledges that each participant‟s capacity varies for each decision and situation. All participants have the dignity of risk to make their own decisions.

In instances where a participant’s decision-making capacity is in doubt, this policy provides direction regarding the determination of capacity and consent, supporting and facilitating decision-making, and deciding on behalf of the participant, where required.

This policy will eliminate the risk of decisions being made about a participant‟s life without their involvement or against their actual or anticipated wishes. Decisions are only to be made with the consent of the participant.

Elevate Support Care puts choice and control squarely in the hands of people with disabilities, their families and carers.

Elevate Support Care will provide information in an Easy Read format for participants who require this communication style.

4.0 Definitions

5.0 Procedure

• Advocate

Elevate Support Care will inform all participants from their first contact with Elevate Support Care that they have the right to access an advocate (including an independent advocate) of their choosing. They will be advised that it is their right to have the advocate present at any time that they are in contact with Elevate Support Care.

• Decision-making and choice

During the development of the service agreement and all ongoing interactions with each participant, Elevate Support Care staff must:

• inform the participants, and their advocate, of their options regarding their supports
• advise the participants, and their advocate, of any risks to themselves or others regarding their options
• consult and collaborate with the participant, and their advocate, by providing current and relevant information to allow the participant to make decisions
• allow the participant enough time to absorb and understand all relevant information before and during the decision-making process
• provide information in an Easy Read format
• assess the participant’s service requirements, against their NDIS plan, to plan and provide proper support and design appropriate strategies with the participant, family and advocate
• undertake review meetings where the participant, family and advocates have input
• plan with the participant, family and advocates when the participant decides to exit from Elevate Support

Elevate Support Care recognises that participants have the right to dignity of risk in their decision-making. Participants will be advised of the:

• various relevant options that may support their needs, before any decisions being made
• benefits of each relevant option
• risk, if any, linked to each relevant

Participants will be provided time to absorb information and make the appropriate decisions based on the risks involved. If the participant wishes to undertake an activity that has been deemed by Elevate Support Care as a risk to the health and safety of the participant, then our team will:

• inform the participant that if they wish to continue, it is their choice
• develop a risk management plan to identify and reduce the possible risks
• keep notes in the participant‟s file recording the participant was informed that the activity had identified risks and could be

• Autonomy

All participants have the right to autonomy, and all staff will respect this. Participants can make decisions for themselves and pursue the actions that they determine. Participants have the right to make choices based on who they are and what they want to do. Front-line workers must allow the participant their right to intimacy and sexual expression (in the context of lawful behaviour).

• Time

Elevate Support Care recognises that the participant may require time to make some decisions so they can review the various options available to them. Participants may also need to seek advice from their networks and relevant stakeholders. Staff must not rush participants at any stage during the support provision and decision-making process.

• Documentation

Elevate Support Care requires staff to record all information and options provided to each participant.

Decisions will be recorded in the participant‟s file.

6.0 Related documents

• Easy Read Rights Document
• Participant Notes
• Risk Management Plan
• Risk Assessment Forms
• Service Agreement
• Support Plan
• Participant Information Consent Form
• Access to Supports Policy and Procedure
• Responsive Support Provision and Support Management Policy and Procedure
• Support Planning and Service Agreement Collaboration Policy and Procedure
• Transition or Exit Policy and Procedure

7.0 References

• NDIS Practice Standards and Quality Indicators 2020
• United Nations Convention on the Rights of Persons with Disabilities

Violence, Abuse, Neglect, Exploitation and Discrimination Policy and Procedure

1.0 Purpose

Elevate Support Care recognises the right of all participants to feel safe and to live in an environment that provides protection from assault, neglect, exploitation, discrimination or any other form of abuse. People with disabilities, children and young people are some of the most vulnerable groups in our society. Elevate Support Care must identify, consult and respond to instances where persons with disabilities, children or young persons are at risk of significant harm.

Common reasons for people with disabilities, children and young people to be at risk of significant harm include:

• domestic and family violence
• physical, sexual and emotional abuse
•  

The purpose of this policy is to prevent and mitigate the effects of violence, abuse and neglect on participants through training and implementing processes to inform staff and protect participants who are at risk of significant harm.

2.0 Scope

Elevate Support Care will encourage and support any person who has witnessed the abuse of a service user or, who suspects that abuse has occurred, to make a report and be confident of doing so without fear of retribution.

3.0 Definitions

• Types of abuse

4.0 Policy

This policy aims to:

• take a preventative, proactive and participatory approach to participant safety
• value and empower the participant to contribute to decisions which affect their lives
• foster a culture of openness that supports all persons to disclose the risks of harm to participant safety
• respect diversity in cultures and child-rearing practices, while keeping the participant’s safety paramount
• provide training to staff on appropriate conduct and behaviour towards participants
• engage only the most suitable people to work with participants and ensure superior quality staff, volunteer supervision and professional development
• ensure participants know who to talk to if they are worried or feeling unsafe and that they are comfortable and encouraged to raise any issues
• report suspected abuse, neglect or mistreatment promptly to the appropriate authorities
• share information appropriately and lawfully with other organisations where the safety and wellbeing of the participant is at risk
• value the input of families and advocates and communicate regularly with

In the case that situation meets the criteria of a reportable incident, then the Reportable Incident, Accident and Emergency Policy and Procedure will apply.

• Statement of commitment to safety

Elevate Support Care is committed to the safety and wellbeing of all participants. This commitment is the primary focus of our support and decision making. Elevate Support Care is committed to providing a safe environment where participants are safe, and their voices are heard and included in decisions that affect their lives. Attention is paid to the cultural safety of participants from culturally or linguistically diverse backgrounds.

All Elevate Support Care staff members have a responsibility to understand the critical and specific role they play, both individually and collectively, to ensure the wellbeing and safety

of all participants and young people are at the forefront of all they do and every decision they make.

• Safe Code of Conduct

Elevate Support Care is committed to the safety and wellbeing of participants. Our business recognises the importance of, and responsibility for, ensuring our environment is a safe, supportive and enriching environment that respects and fosters the dignity and self-esteem of all people, enabling them to thrive.

The Safe Code of Conduct aims to protect both our employees and participants and to reduce opportunities for abuse or harm to occur. It also assists in understanding how to avoid, or better manage, risky behaviours and situations. It is intended to complement child protection legislation, disability legislation, policies and procedures and professional standards, codes or ethics as these apply to all staff.

Elevate Support Care management supports the implementation and monitoring of the Code of Conduct. We will plan, implement and monitor arrangements to provide inclusive and safe environments.

All staff, volunteers, and any other community members involved in participant-related work are required to comply with the Code of Conduct by observing expectations for appropriate and acceptable behaviour (see ‘4.3 Acceptable behaviours’ below). The Code of Conduct applies in all situations, including planned activities and the use of digital technology and social media.

• Acceptable behaviours

Staff workers or any other persons involved with participant-related work are responsible for supporting and promoting the safety of participants by:

• upholding Elevate Support Care’s Statement of Commitment for the participant’s safety
• treating the participant, their family and advocates with respect within the environment and during outside activities as part of normal social and community activities

• listening and responding to the views and concerns of the participant, particularly if they are reporting that they or another person have been abused; or that they are worried about their safety or the safety of another participant
• promoting cultural safety, participation and empowerment of Aboriginal and Torres Strait Islander people through interactions with their community leaders and members
• promoting the cultural safety, participation and empowerment of people with culturally or linguistically diverse backgrounds through engagement with the community accessing the service
• promoting the safety, participation and empowerment of people with disabilities
• reporting any allegations of abuse or personal safety concerns to management
• understanding and complying with all reporting or disclosure obligations (including mandatory state reporting), as they relate to protecting the participant from harm or abuse
• maintaining the right to live in a safe environment by promoting and informing the participants of their rights
• ensuring participants are safe and protected from harm, as quickly as possible, once abuse is suspected
• identifying themselves to a participant upon entering premises and show any required

• Unacceptable behaviours

As front-line workers, volunteers and community members involved in participant-related work, our staff will not:

• ignore or disregard any concerns, suspicions or disclosures of abuse
• develop a relationship with any participant that could be viewed as favouritism or grooming behaviour, g. offering gifts
• exhibit behaviours, or engage in activities, with participants that can be interpreted as abusive and unjustifiable in an educational, therapeutic or service delivery context
• ignore behaviours by other adults towards young participants when they are overly familiar or inappropriate

• discuss the content of an intimate nature or use sexual innuendo with participants, except where it occurs relevantly in the context of parental/advocate guidance or a therapeutic setting
• treat a participant unfavourably because of their disability, age, gender, race, culture, vulnerability, sexuality or ethnicity
• communicate directly with an underage participant, through personal or private contact channels, e.g. social media, email, instant messaging or texting, except where that communication is reasonable in all the circumstances, related to work or activities, or where there is a safety concern or other urgent

• Screening, supervising, training and human resource practices to reduce risk

Our staff will be required to undertake checks, including disability worker checks, relevant police, and working with children checks and the mandatory NDIS Worker Orientation Module. All records will be maintained in their personnel file.

5.0 Procedure

• Strategies to identify and reduce or remove the risk of harm

Elevate Support Care recognise that creating a safe organisation begins with a clear understanding of the potential risks to the participant and staff in our organisation‟s setting. Elevate Support Care will identify possible issues and problems and plan to reduce or remove these risks.

To reduce the likelihood of harm, Elevate Support Care will consider, define and act against its organisational risks. These strategies include:

• considering the organisation, activities and the services provided to participants
• reviewing and planning how to make all activities as safe as possible
• developing a safety plan for participants who require additional supports
• supporting participants with disabilities to understand plans and safety procedures using appropriate communication methods
• informing participants that they have the right to live in a safe environment
• acting proactively to reduce the likelihood of any

• Reporting violence, abuse, neglect, exploitation and discrimination

A report must be made if:

• a participant shows a change in behaviour or mood which may indicate they are being abused
• someone is observed behaving towards a participant in a way that makes others feel uncomfortable
• a participant advises another person is abusing them
• a person advises that they are abusing another participant
• a participant or visitor informs that they have observed abusive acts
• a participant advises that they feel discriminated against, g. language and actions
• a participant presents as unkempt or seeking food
• there is evidence of unexplained bruising or similar
• an action or inaction is witnessed that may be considered abusive
• when an individual, for any reason, believes a participant is being abused.

Failure to report an abusive situation may result in a criminal offence. Reporting procedure below relates to:

• abuse or neglect of a person with a disability
• unlawful sexual or physical contact with, or assault of, a person with a disability
• Sexual misconduct, committed against, or in the presence of, a person with a disability, including grooming of the person with a disability for sexual activity
• Unauthorised use of restrictive practices in relation to a person with a

• Assault identification and response

Step 1. Identified potential or real risk of harm to participant

• Inform management of the identified or real risk of violence, abuse, neglect, exploitation and
• If a real risk has occurred Elevate Support Care will follow the reporting procedure listed below in 5.4 How to report (for more information refer to the Reportable Incident, Accident and Emergency Policy and Procedure listed below).
• If a real risk that has not occurred then Step 2 to 4 (below)will be followed as part of our prevention

Step 2. Response to potential or real risk of harm to participant

• Delegated management officer will contact police or governing state body, or in case of emergency we will call 000 (follow reportable incident process listed below)
• Support the participant by offering to contact relevant support persons (e.g. family member or advocate)
• If risk of harm has not occurred then management should review the Incident Report and determine prevention strategies

Step 3. Documentation

• Reporting staff member to complete the Incident
• The Director will complete the Incident Investigation Form and the Incident Investigation Form Final Report (as required).

Step 4. Follow up

• The Director will check on the participant after the event to ensure that they are receiving any required
• Elevate Support Care will review our incident management system to identify if any additional preventative measures could be introduced to improve organisational
• Elevate Support Care will train our staff as required to prevent harm to the

• Reporting roles

The organisation will establish the following roles and ensure that allocated staff are aware of their responsibilities:

1. Approved Reportable Incident Approver responsibilities:
   • Has the authority to review reports before submission to the NDIS
   • Submits new reportable
   • Views previous reportable incidents submitted by their
2. Authorised Reportable Incidents Notifier responsibilities:

• Supports the Authorised Reportable Incident Approver to collate and report the required
• Creates new reportable incident notifications to be saved as a draft for review and submission by the Authorised Reportable Incident

• How to report

The Director will review the information and contact the police immediately to inform them of the suspected abuse.

Important note: Information regarding how our organisation reports abuse against children can be found in Working with Children Policy and Procedure.

Reportable incidents are submitted via the NDIS Commission Portal > My Reportable Incidents page as follows:

1. Complete an Immediate Notification Form and submit within 24 hours:
   • Approved Reportable Incident Notifier will create for
   • Approved Reportable Incident Approver will approve and

⁻ Note: Approved Reportable Incident Notifier may create and submit, as required by the circumstance of the incident.

2. The 5-day Form is to be completed within five days of key stakeholders being informed of an incident:
   • Approved Reportable Incident Notifier will create a form for
   • Approved Reportable Incident Approver will approve and

⁻ Note: Approved Reportable Incident Notifier may create and submit, as required by the circumstance of the incident.

3. A final report will be submitted, if requested by the NDIS
   • Approved Reportable Incident Notifier will create for
   • Approved Reportable Incident Approver will approve and

⁻ Note: Approved Reportable Incident Notifier may create and submit, as required by the circumstance of the incident.

• Details to provide

The Director will give the following information to the authorities:

• participant‟s name, age, date of birth and address
• description of injury, abuse and neglect (outline current and previous)
• participant‟s current situation
• location of the participant and alleged perpetrator, if known
• explanation of when and how abuse was discovered and by

Note: NDIS forms must be submitted to the NDIS Commission. The required police contact will also use the above information if investigating an incident.

• Investigating allegation or incident

The Director undertakes a review of the allegation or incident by:

• gathering data from the relevant person/s
• analysing the situation to determine what occurred, how it occurred, and the parties involved
• determining the effect on the participant/s
• consulting with relevant stakeholders; never seek information from children, as this requires a specialist, any questioning will be conducted by appropriate authorities once the incident is reported
• informing the participant or their family that they have access to a support advocate
• reviewing the outcome against practices
• undertaking action to prevent the incident from being

• Support the participant

Reported allegations or incidents require the Director to gather all the relevant information and make a report to the relevant authority such as the police or via each state‟s reporting process.

Support will be provided to the participant relevant to the allegation or incident. The participant will be provided with an appropriate advocate if required.

• Documentation

• Record all allegations and incidents in the Incident Register.

• Complete Incident Report and Incident Investigation Form
• Complete Incident Investigation Form, if
• All reports are to be included in the participant‟s
• Complete Immediate Notification Form and 5-Day Form and NDIS Report, as
• Maintain records for seven

6.0 Related documents

• Authority to Act as an Advocate Form
• Code of Conduct Agreement
• Incident Investigation Form
• Incident Investigation Form Final Report
• Incident Report
• Incident Register
• Participant Notes
• Risk Assessment Form
• Risk Management Plan
• Risk Register
• Staff Training Plan
• Staff Training Record
• Training Register
• Training Attendance Register – In-house
• Reportable Incident, Accident and Emergency Policy and Procedure
• Working with Children Policy and Procedure
• Zero Tolerance Policy and Procedure

7.0 References

• NDIS (Incident Management and Reportable Incidents) Rules 2018
• NDIS Practice Standards and Quality Indicators 2020
• The National Framework for Protecting Australia‟s Children
• United Nations Convention on the Rights of the Child 1989

Working with Children Policy and Procedure

1.0 Purpose

Elevate Support Care recognises the participant‟s right to feel safe and to live in an environment that provides protection from assault, neglect, exploitation or any other form of abuse. This policy specifically looks at the requirements when working with participants under the age of eighteen (18) years.

2.0 Scope

This policy applies to all staff and stakeholders linked to our organisation.

3.0 Policy

Elevate Support Care will encourage and support any person who has witnessed the abuse of a participant, or who suspects that abuse has occurred, to make a report and be confident of doing so without fear of retribution.

Elevate Support Care, as a mandatory reporting body, is required to report any indicators.

Elevate Support Care acknowledges that prevention is the best protection from abuse and neglect and recognises their duty of care obligations to implement prevention strategies.

It is the legislative policy that staff engaged in a risk assessed role must have the required Victorian clearance checks. Staff must undergo the NDIS worker screening process prior to employment. Results are recorded in their personnel file.

Staff should guide children who require assistance to Kids Helpline on 1800 55 1800 for support, as required.

4.0 Procedure

• When to report an abusive situation

It is important to always search for the cause of a change in a participant‟s behaviour or unexplained physical symptoms. If a participant shows one or more of the possible signs of abuse, it must be reported immediately, even though this does not automatically mean abuse has taken place.

Possible signs of abuse are when:

• a participant shows a change in behaviour or mood that may indicate they are being abused
• someone is seen behaving inappropriately towards a participant
• a participant tells staff another person is abusing them
• a person tells staff that they are abusing a participant
• a participant or visitor advises staff that they have observed abusive acts
• someone observes an action or inaction that may be considered abusive
• a person suspects or has reason to believe a participant is being

The Director will then report the abuse to the appropriate child safety services. Failure to report an abusive situation may result in a criminal offence.

• How to report

The Director will use their professional understanding and knowledge of child protection to determine when to contact the required reporting body.

To make a report, the Director will contact the Child Protection Intake Service covering the local government area (LGA) where the child normally resides. Contact numbers for the service during business hours Monday to Friday (8.45 am – 5.00 pm) are:

• North Division intake: 1300 664 977
• South Division intake: 1300 655 795
• East Division intake: 1300 360 391
• West Division intake – metropolitan: 1300 664 977

• West Division intake – rural and regional: 1800 075 599

Outside of business hours the Director will call the After-Hours Child Protection Emergency Service on 13 12 78.

• Details to provide

The Director will provide the following information to the child abuse report line:

• child‟s name, age, date of birth and address
• description of injury, abuse and neglect (outline current and previous)
• child‟s current situation
• location of the child, parent or caregiver and alleged perpetrator
• when and how the manager found out about the

• Child identification details and context

Elevate Support Care will need to provide enough detail to identify the child or young person and give context to the report, including:

• child‟s full name
• date of birth or age
• current address
• contact number
• school/kindergarten/childcare centre
• ethnicity, e. cultural background, aboriginal kinship group, non-English speaking
• who are the parents; do they all live in the same house; are there siblings in the house?
• alleged perpetrator‟s name, age, address, relationships to the child and current whereabouts
• current whereabouts of the child of concern
• details of when the next expected contact with the alleged perpetrator will occur
• family court orders, apprehended violence orders and domestic violence orders, if in

• Defining child maltreatment, abuse and neglect

Child abuse and neglect are related to any behaviour by parents, caregivers, other adults or older adolescents, that is outside the norms of conduct and entails a substantial risk of causing physical or emotional harm to a child or a young person. Such behaviours may be intentional or unintentional and can include acts of omission (i.e. neglect) and commission (i.e. abuse).

• Physical abuse

• Signs and symptoms: Bruising, lacerations, welts, rashes, broken or healing bones, burns, weight loss, facial swelling, missing teeth, pain or restricted movements, crying, acting fearful, agitation, drowsiness, hair loss or poor physical
• Causes: Hitting, slapping, pushing, punching or burning, which involves an incident that is non-accidental, resulting in pain or

• Psychological and emotional abuse

• Signs and symptoms: Loss of interest in self-care, helplessness, withdrawn, apathy, insomnia, fearfulness, reluctance to communicate openly, chooses not to maintain eye contact, paranoia and
• Causes: Intimidation, humiliation, harassment, threatening behaviour, sleep deprivation, withholding affection, not allowing a person to maintain their decision-making powers which lead to a pattern when repeated over

• Financial abuse

• Signs and symptoms: Unpaid accounts, withholding funds, loss of jewellery and personal belongings, removal of cash from wallet/purse, the person becomes agitated when discussing money, not providing money for outings and personal items or a person takes over the care of someone‟s money without their
• Causes: Misuse of a person‟s money, valuables or property, forced changes to legal documents (such as a will), denying access to or control of personal funds,

stealing, fraud, forgery, embezzlement, misuse of power of attorney, removing decision-making powers of a person.

• Sexual abuse

• Signs and symptoms: Unexplained sexual transmitted disease, vaginal/anal bleeding, fearful of certain people or places, bruising to genital areas, inner thigh or around breasts, anxiety, torn or bloody underclothes, difficulty in walking or sitting, change in sleep patterns, repeating
• Causes: Rape (penetration or oral-genital contact), interest in older person‟s bodies, inappropriate comments and sexual references, inappropriate (possibly painful) administration of enemas or genital cleansing, indecent assault, sexual harassment which is mainly about violence and power over another person rather than sexual

• Neglect

• Signs and symptoms: Poor hygiene or personal care, unkempt appearance, lack of personal items, absence of health aids, weight loss, agitation, inappropriate clothing, lack of
• Cause: Intentional failure to provide basic life

• Social abuse

• Signs and symptoms: Sadness and grief due to people not visiting, anxiety after a certain person’s visit, withdrawal, low self-esteem, appearing ashamed, passivity,
• Causes: Prevention of contact with friends or family, preventing access to social

5.0 Related documents

• Code of Conduct Agreement
• Incident Investigation Form
• Incident Investigation Form Final Report
• Incident Report
• Incident Register
• Participant Notes
• Risk Assessment Form
• Risk Management Plan
• Risk Register
• Reportable Incident, Accident and Emergency Policy and Procedure
• Violence, Abuse, Neglect, Exploitation and Discrimination Policy and Procedure
• Zero Tolerance Policy and Procedure

6.0 References

• Child Wellbeing and Safety Act 2005 (VIC)
• Children, Youth and Families Act 2005 (VIC)
• Working with Children Act 2005 (VIC)
• The National Framework for Protecting Australia‟s Children
• United Nations Convention on the Rights of the Child 1989
• Victoria State Government Health and Human Services Mandatory Reporting website
• NDIS (Practice Standards – Worker Screening) Rules 2018
• NDIS (Quality and Safeguards) Commission 2018

NDIS Worker Screening and Risk Assessed Roles Policy and Procedure

1.0 Purpose

Registered NDIS providers must ensure that key personnel and other workers in certain types of roles have appropriate worker screening clearances that meet the requirements of the NDIS Practice Standards and Quality Indicators. Appropriate clearances ensure that the key personnel and employees in risk assessed roles do not pose an unacceptable risk to the safety and wellbeing of our NDIS participants. Compliance with the NDIS Practice Standards and Quality Indicators 2020 is a condition of registration for all registered NDIS providers.

The risk assessed role is linked to the NDIS requirements. All roles identified as risk assessed by Elevate Support Care must meet all NDIS worker screening requirements.

2.0 Scope

The Director must identify and record information regarding each role in the organisation to determine all risk assessed roles within Director. The Director determines and identifies all employees who meet the criteria of performing in risk assessed roles.

Employees performing within a role that has been determined as a risk-assessed role require NDIS Worker Screening. It is the responsibility of the employee to apply to the state Worker Screening Unit (WSU), provide the relevant application information and pay the fee.

It is then the responsibility of the Director to verify all risk-assessed roles and maintain appropriate records using the Contractor Risk Assessed Check Form, Risk Assessed Role Register and the Risk Assessed Role – Employee Register.

3.0 Definitions

4.0 Policy

As a registered NDIS provider, Elevate Support Care will comply with the requirements relating to worker screening, as per the National Disability Insurance Scheme (Practice Standards – Worker Screening) Rules 2018. It is the responsibility of the Director to verify that all workers performing in a risk-assessed role have applied for and hold the appropriate worker screening clearances, (as determined by the Worker Screening Unit) by reviewing the details recorded in the National Worker Screening Database (NWSD). The Director or an authorised delegate will manage, record and verify worker screening.

The Director will identify which roles are risk assessed roles and ensure all workers in the roles have an NDIS Worker Screening Check or an acceptable check under the transitional and special arrangements. The following table lists the NDIS registration groups that may have risk assessed roles.

Table 1. Supports and services that may have risk assessed roles as described by the NDIS

Only employees who work in risk assessed roles require the worker screening clearances. Elevate Support Care is not required to verify that employees, who do not work in risk assessed roles, have an NDIS worker screening clearance or an acceptable check under the transitional and special arrangements.

However, Elevate Support Care or a self-managed participant, may (as a safety measure) require a staff worker to undergo an NDIS worker screening clearance or have an acceptable check under the transitional and special arrangements, before engaging them for a role that is not a risk assessed role.

5.0 Procedure

5.1 Risk assessed role

The Director will determine whether the normal duties of a role involve more than incidental contact with a participant; this may include:

• physical contact
• face-to-face contact

• oral communication
• written communication
• electronic

The Director will undergo a review of every role within Elevate Support Care and identify and record all risk assessed roles in the Risk Assessed Role Register. Staff whose role has been identified as a risk assessed role will undergo the appropriate worker screening checks. All clearance check details are recorded in the Risk Assessed Role – Employee Register.

Roles that have been determined as not risk-assessed are not required to hold worker screening clearances.

• Documenting a risk assessed role

The Director will complete the Risk Assessed Role Register for each risk assessed role and will document:

• risk assessed role tile
• description of the role
• type of risk assessed role (as contained in the NDIS (Practice Standards – Worker Screening) Rules 2018)
• date risk assessed role determined
• employees who are role assessed
• the name and title of the person who made the

• New reclassification of risk assessed role

When a new risk assessed role is identified (or a current role is reclassified as a risk assessed role following a review) the Risk Assessed Role Register must be updated within 20 business days of the identification (or review) of the risk assessed role.

• Worker risk assessed role checks

For each employee working in a risk assessed role, the Director or their authorised delegate will document all relevant details in the Risk Assessed Role – Employee Register. Information documented includes:

• the full name, date of birth and address of the employee
• the risk assessed role or roles in which the employee engages

• if the worker may engage in a risk assessed role without an NDIS worker screening clearance:
  • the basis on which they may do so (refer to sections below regarding the exemptions to the requirement for a worker to have an NDIS Worker Screening clearance)
  • the start and end date of the period in which the exemption that allows them to work in a risk engaged role applies
• the name of the staff member who supervises the worker during this period
• the worker‟s NDIS Worker Screening Check application reference number
• the worker‟s NDIS Worker Screening Check outcome expiry date
• whether the worker‟s NDIS Worker Screening Check is subject to any decision which has the effect that Elevate Support Care may not allow the worker to engage in a risk assessed role, and the nature of any such decision (i.e. interim bar, suspension, exclusion)
• records relating to an interim bar, a suspension, an exclusion, or any action taken by the provider concerning these kinds of decisions concerning any worker
• allegations of misconduct against a worker with a check and the registered NDIS provider’s action in response to that

Table 1. Internal review process

• Engaging contractors

When engaging contractors, Elevate Support Care will work with the contractor to ensure that any contractor workers (including individual contractors) have the required worker screening checks and clearances.

When working with contractors, the Director or their delegate will complete a Contractor Risk Assessed Check Form.

5.2 NDIS Worker Screening

All workers employed in a risk assessed role must apply for an NDIS Worker Screening Check with the state‟s Worker Screening Unit. The Worker Screening Unit manages the application process and collects the required application fee.

The Director or a delegated staff member will access the NDIS Portal and validate the worker screening checks. The National Worker Screening Database (NWSD) will advise Elevate Support Care via email of a worker‟s clearance or exclusion.

The Director, in turn, will inform the staff member of the results. If the NWSD advises of an exclusion or provides negative advice regarding a worker, it is the Director‟s responsibility to withdraw that particular worker from the risk assessed role immediately.

Diagram 2. Risk Assessed Role – NDIS Worker Screening Process

In addition to the National Police Check, some staff workers may require a Working with Children Check if they work with participants under the age of 18 years.

For more information regarding worker screening, refer to Appendix 1. Worker Screening Unit and Transitional Requirements or Appendix 2. NDIS Worker Screening Application Overview.

5.3 Risk management

As a registered NDIS provider, Elevate Support Care is required to develop, implement and maintain risk management strategies to ensure our participants’ safety. Risk management strategies for risk assessed roles will be recorded in our Risk Management Plan.

Elevate Support Care‟s Risk Management Plan will:

1. Identify the risks relating to:
   • non-supervision of a worker during the delivery of services or supports
   • safety of our participants
   • a participant being injured or not receiving the necessary support they

2. Outline actions to be taken by our organisation to address risks, which may include the Director:
   • identifying if the employee has any current worker screening clearances
   • allocating an appropriate supervisor to the employee to monitor their work until worker screening clearances are received
   • checking references and seeking additional information about employees working a risk assessed role to confirm they understand and perform safe work practices.

5.4 Document records

Elevate Support Care will keep all documents up to date. Records will be kept for seven years from the date they were made. Records will be stored by Elevate Support Care on a secure password-protected server in an organised, accessible and legible manner.

Information relating to workers engaged in a risk assessed role will be kept in a manner that is easily accessible to the NDIS Commission or a quality auditor. Information will include workers engaged on any given day over the previous seven years.

6.0 Related documents

• Risk Assessed Role Register
• Risk Assessed Role – Employee Register
• Contractor Risk Assessed Check Form
• Personnel File Contents Checklist
• Risk Management Plan
• Human Resource Management Policy and Procedure

7.0 References

• NDIS (Practice Standards – Worker Screening) Rules 2018
• NDIS Practice Standards and Quality Indicators 2020

Appendix 1: State Worker Screening Units and Transitional Requirements – Victoria

1.0 State worker screening units

For information about how to apply for a Worker Screening Check, visit the WSU webpage for the relevant state or territory via the link:

2.0 Risk assessed role transitional requirements as of 1 February 2021

Appendix 2: NDIS Worker Screening Application Overview

Zero Tolerance Policy and Procedure

1.0 Purpose

We are committed to meet the requirements of the Disability Abuse Prevention Strategy. We will always endeavour to understand, promote and enhance safeguards to prevent abuse from occurring.

2.0 Scope

This policy is relevant to all staff, volunteers or stakeholders.

3.0 Definition

4.0 Policy

Elevate Support Care is committed to all elements of the National Disability Insurance Scheme (NDIS) Code of Conduct. Elevate Support Care will train staff in all areas of the NDIS Code of Conduct to ensure a zero tolerance approach is adhered to across all practices.

To follow the Code and guidelines, we will:

• refuse to tolerate any form of abuse towards people with disabilities, by workers or other people with disabilities, and promotes zero tolerance for abuse
• provide staff with training and information to correctly apply the obligations of the NDIS Code of Conduct
• assist staff in undertaking their role, e.g. keeping support plans up-to-date; provide training opportunities which will include formal training, mentoring and on-the-job supervision
• act on all reported cases of abuse or suspected abuse
• agree never to take adverse action against any staff member or volunteer if they report abuse or neglect
• base all necessary disciplinary actions on the principle of procedural fairness if a staff member violates the obligations of the NDIS Code of Conduct
• respect and value the diversity of people and cultures to create an inclusive environment, where it is safe for people with disabilities to express their cultural identity
• actively maintain a working environment which minimises the risks of abuse
• create and maintain a positive complaints culture, where people are not afraid to speak up
• foster a culture of zero tolerance to abuse towards people with

Elevate Support Care informs their front-line staff (who impose the obligations) that they must:

• provide services without engaging in abuse, exploitation, harassment or neglect
• report any form of abuse or suspected abuse
• never engage in sexual abuse or misconduct and to report any such conduct by other workers, participants, family members, carers or community members
• show respect for cultural differences when providing services
• act ethically, with integrity, honesty and

5.0 Procedure

Elevate Support Care will train staff to be able to understand and act on a zero tolerance approach and ensure that staff appreciate participants are people first, who have needs, aspirations, preferences and feelings.

All staff are required to listen to participants, so they can determine their preferences, aspirations, needs and supports (where it is safe to do so).

Elevate Support Care will ensure that staff are informed that people with disabilities tend to face significantly higher risks of sexual assault and exploitation than the general population and that this is particularly true for women with a disability. Also, there can be barriers to disclosure that make it difficult for a person with a disability to report sexual abuse and misconduct.

• Reporting abuse

Elevate Support Care acknowledges that reporting abuse is critical to prevent abusive situations from escalating and abuse recurring to participants.

Elevate Support Care staff who work with participants will report any form of abuse (zero tolerance) following the reporting procedures outlined in the Violence, Abuse, Neglect, Exploitation and Discrimination Policy and Procedure. When reporting a reportable incident, staff will refer to the reporting procedures outlined in the Reportable Incident, Accident and Emergency Policy and Procedure.

6.0 Related documents

• Code of Conduct Agreement
• Incident Report
• Incident Investigation Form
• Incident Investigation Form Final Report
• Incident Register
• Participant Notes
• Risk Assessment Form
• Risk Management Plan
• Risk Register
• Staff Training Plan
• Staff Training Record
• Training Register
• Training Attendance Register – In-house
• Reportable Incident, Accident and Emergency Policy and Procedure
• Violence, Abuse, Neglect, Exploitation and Discrimination Policy and Procedure
• Working with Children Policy and Procedure

7.0 References

• NDIS Practice Standards and Quality Indicators 2020
• Disability Discrimination Action 1992 (Commonwealth)
• Disability Services Act 1986 (Commonwealth)
• Privacy Act 1988 (Commonwealth)