REPORT SUBMITTED TO THE Community Services Committee Meeting TO BE HELD ON Tuesday 5 February, 2013

Page 1

 

   TABLE OF CONTENTS

 

ITEM 1      APPLICATIONS FOR LEAVE OF ABSENCE.................................. 1

ITEM 2      DECLARATIONS OF INTEREST....................................................... 1

ITEM 3      DECLARATIONS FOR POLITICAL DONATIONS.......................... 2

ITEM 4      Livable Communities Workshop........................................... 2

ITEM 5      Bush Bursaries............................................................................... 3

ITEM 6      NAIDOC Week School Initiatives........................................... 4

ITEM 7      CWA Public Speaking Contest for Schools................. 6

ITEM 8      Cabonne Community Transport Policy .......................... 7

ITEM 9      Molong Men's Shed....................................................................... 7

ITEM 10    Cabonne Community Transport .......................................... 8

ITEM 11    HACC Progress Report.............................................................. 9   

 

ANNEXURE ITEMS

 

ANNEXURE 5.1    The 2013 Bush Bursary - Country Women's Association Scholarship Scheme................................................... 11

ANNEXURE 6.1    NAIDOC Week proposal 2013.pdf........................... 13

ANNEXURE 7.1    Country Women's Association request for Donation towards Public Speaking Contest 2013.......... 16

ANNEXURE 8.1    Community Transport Policy................................ 17

ANNEXURE 11.1  HACC Feb 2013 Client and Volunteer Newsletter       75   

 


REPORT SUBMITTED TO THE Community Services Committee Meeting TO BE HELD ON Tuesday 5 February, 2013

Page 1

 

 

ITEM 1 - APPLICATIONS FOR LEAVE OF ABSENCE

REPORT IN BRIEF

 

Reason For Report

To allow tendering of apologies for Councillors not present.

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 4.5.1.f - Code of Meeting Pratice adopted and implemented.

Annexures

Nil   

File Number

\OFFICIAL RECORDS LIBRARY\GOVERNANCE\COUNCIL MEETINGS\COUNCIL - COUNCILLORS LEAVE OF ABSENCE - 442486

 

 

Recommendation

 

THAT any apologies tendered be accepted and the necessary leave of absence be granted.

 

General Manager's REPORT

 

A call for apologies is to be made.

 

 

ITEM 2 - DECLARATIONS OF INTEREST

REPORT IN BRIEF

 

Reason For Report

To allow an opportunity for Councillors to declare an interest in any items to be determined at this meeting.

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 4.5.1.f - Code of Meeting Practice adopted and implemented.

Annexures

Nil   

File Number

\OFFICIAL RECORDS LIBRARY\GOVERNANCE\COUNCIL MEETINGS\COUNCIL - COUNCILLORS DECLARATION OF INTEREST - 442490

 

 

Recommendation

 

THAT the Declarations of Interest be noted.

 

General Manager's REPORT

 

A call for Declarations of Interest.

 

 

ITEM 3 - DECLARATIONS FOR POLITICAL DONATIONS

REPORT IN BRIEF

 

Reason For Report

To allow an opportunity for Councillors to declare any Political Donations received.

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 4.5.1.f - Code of Meeting Practice adopted and implemented.

Annexures

Nil   

File Number

\OFFICIAL RECORDS LIBRARY\GOVERNANCE\COUNCIL MEETINGS\COUNCIL - COUNCILLORS DECLARATION OF POLITICAL DONATIONS - 442494

 

 

Recommendation

 

THAT any Political Donations be noted.

 

General Manager's REPORT

 

A call for Declarations of any Political Donations.

 

 

ITEM 4 - Livable Communities Workshop

REPORT IN BRIEF

 

Reason For Report

Opportunity to hold Livable Communites Workshop

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 3.2.1.a Undertake monitoring and reporting

Annexures

Nil   

File Number

\OFFICIAL RECORDS LIBRARY\COMMUNITY SERVICES\SERVICE PROVISION\AGED and DISABLED SERVICES - 448213

 

 

Recommendation

 

THAT Council support the holding of a Liveable Communities workshop in Cabonne.

 

Community Services Manager's REPORT

 

The NSW Council on the Ageing (COTA) has invited Council to apply for a liveable Communities Workshop to be held in Cabonne during the first half of 2013.

 

Council was selected to receive the invitation because of the application lodged by it late last year to the Age Friendly Communities Local Government  Grant Program.

 

That grant application by Council was not successful and the workshops are being offered to the LGA’s that missed out on this funding.

 

The workshop is a great opportunity to ‘kick start” the development of an Ageing Strategy and to incorporate objectives relating to an ageing population into the next Community Strategic Plan.

COTA can provide:

·    all the workshop materials and will pay for the catering and for their staff time and expenses

·    a pro-forma invitation/poster, pro forma letter of invitation to the mayor/GM, pro forma program and outline of the day, and will help with framing an email for the invitations.

Council will need to:

·    do the event management

·    provide the venue at no cost to COTA

·    source participants (staff, community reps, service providers)

·    send out invitations, take registrations,

·    organise the opening address.

 

ITEM 5 - Bush Bursaries

REPORT IN BRIEF

 

Reason For Report

Council has been invited to sponsor a Bush Bursary in 2013

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 3.2.3.L Facilitate and advocate for the provision of health & Medical services

Annexures

1.  The 2013 Bush Bursary - Country Women's Association Scholarship Scheme    

File Number

\OFFICIAL RECORDS LIBRARY\PUBLIC HEALTH\SERVICE PROVIDER\NEW SOUTH WALES RURAL DOCTORS NETWORK - 447680

 

 

Recommendation

 

THAT Council consider making a budget allocation for Bush Bursaries for the 2013/14 financial year.

 

Community Services Manager's REPORT

 

The NSW Rural Doctors Network has written to invite Council to consider participating in the Bush Bursary Scheme in 2013.

 

The Bush Bursaries and CWA Scholarships are offered annually to selected medical students in NSW and the ACT, and are financially supported by the rural councils of country NSW, the Country Women's Association and the NSW Rural Doctors Network (RDN).

 

If Council wishes to participate in the Scheme, the RDN will invoice it for $3,300 (including GST) which will be provided to a medical student who, in return, will agree to spend two weeks of "rural placement" in our Shire in the university holidays during the year or over the Christmas break.

 

The Rural Doctors Network's role is to administer the scheme, promote the Bush Bursary to medical students in NSW/ACT and to select the successful recipients. The RDN matches the successful students with a sponsoring Shire Council.

 

Each sponsoring Council nominates a placement coordinator (usually this is someone who works at the Council). The placement coordinator is responsible for liaising with the sponsored student and organising and financially supporting the accommodation and activities included in the placement. These costs would be in addition to the $3,300.00

 

The Bush Bursaries are intended to introduce soon to graduate medical practitioners to the lifestyle benefits of living and working in rural areas of NSW.

 

Local Medical Practices have expressed support for the Bush Bursary program and currently are active in working with medical students. If Council wished to proceed, placements with medical practitioners can be found.

 

There is currently not a budget allocation for Bush Bursaries, so if Council wished to proceed along these lines, this would need to be included in the budget setting process for the next financial year.

 

ITEM 6 - NAIDOC Week School Initiatives

REPORT IN BRIEF

 

Reason For Report

NAIDOC Week School Initiatives seeks a donation from Council

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 3.1.2.h Provide facilities and events for young people

Annexures

1.  NAIDOC Week proposal 2013.pdf    

File Number

\OFFICIAL RECORDS LIBRARY\FINANCIAL MANAGEMENT\SPONSORSHIP - DONATIONS\2013 - 447474

 

 

Recommendation

 

THAT Council Contribute $200.00 to NAIDOC Week School Initiatives from the s.356 Budget

 

Community Services Manager's REPORT

 

NAIDOC Week School Initiatives conducts a range of activities for school children during NAIDOC Week which is to be held between the 7 and 14 July 2013.

 

NAIDOC (National Aboriginal and Islanders Day Observance Committee) Week is a major event that celebrates Aboriginal Culture across Australia. In the local area Aboriginal Groups often celebrate NAIDOC week at a later date.

 

The competitions have been very successful and last year produced over 204,000 entries from schools across Australia. The activities include Colouring-in/short story and Creative/Essay writing Competitions. Entry is open to all primary and secondary school students.

 

Local Schools participate in the competitions and in past times there have been several winners from the Cabonne Area.

 

They calculate their expenses for this local government area to be $450.00 to cover printing and distribution costs for the contests.

 

Should Council wish to make a donation, this could be funded though its s.356 budget which has an unexpended balance of $4,620.00 from a total budget of $7,000.00.

 

Donations made so far this year are:

 

$850.00     Life Education NSW

$200.00    Memorial at St Joseph’s School Manildra to Mrs J Farr

$500.00     Eugowra Show Society Regional Showgirl Finals

$630.00    Cabonne Schools Presentation Day Prizes

$200.00     Sponsorship Youth Off The Streets fundraiser

 

 

ITEM 7 - CWA Public Speaking Contest for Schools

REPORT IN BRIEF

 

Reason For Report

The CWA has requested sponsorship of their public speaking contest for schools.

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

3.1.2.h Provide facilities and events for young people

Annexures

1.  Country Women's Association request for Donation towards Public Speaking Contest 2013    

File Number

\OFFICIAL RECORDS LIBRARY\FINANCIAL MANAGEMENT\SPONSORSHIP - DONATIONS\2013 - 447643

 

 

Recommendation

 

THAT Council donate $200 to the CWA Public Speaking Contest for Schools.

 

Community Services Manager's REPORT

 

The CWA have written to Council seeking a donation towards their annual public speaking contest for schools to be held at Kinross Wolaroi on the 21 May 2012.

 

This contest involves 60 schools and approximately 250 Students from year 3 to year 12 from the Central West including Cabonne.

 

The day is run by volunteers and is well regarded by its participants and Schools. The donation is sought to go towards the costs of running the event.

 

Council has made donations towards this event for many years.

 

Should Council wish to make a donation, this could be funded from the part of the s.356 budget for donations which has an unexpended balance of $4,620.00 from a total budget of $7,000.00.

 

Donations made so far this year are:

 

$850.00     Life Education NSW

$200.00    Memorial at St Joseph’s School Manildra to Mrs J Farr

$500.00     Eugowra Show Society Regional Showgirl Finals

$630.00    Cabonne Schools Presentation Day Prizes

$200.00     Sponsorship Youth Off The Streets fundraiser

 

ITEM 8 - Cabonne Community Transport Policy

REPORT IN BRIEF

 

Reason For Report

To seek council's adoption of Cabonne Community Transport Policy

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

1.3.1a Implement the Community Transport Program

Annexures

1.  Community Transport Policy    

File Number

\OFFICIAL RECORDS LIBRARY\COMMUNITY SERVICES\SERVICE PROVISION\COMMUNITY TRANSPORT - 448283

 

 

Recommendation

 

THAT Council adopt the updated Policy for Cabonne Community Transport.

 

Community Transport Coordinator's REPORT

 

Policies are living documents and need regular review. It is a requirement of council’s funding bodies that policies are reviewed regularly and updated as needed.

 

It is proposed that Council adopt the reviewed and amended policies as a whole. A copy has been attached as an annexure for Council’s information.

 

ITEM 9 - Molong Men's Shed

REPORT IN BRIEF

 

Reason For Report

Molong Men's Shed were successful in obtaining a grant to buy new equipment.

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 3.2.1.b Faciliate retirement and aged care projects

Annexures

Nil   

File Number

\OFFICIAL RECORDS LIBRARY\COMMUNITY SERVICES\SERVICE PROVIDERS\MENS SHEDS - 448222

 

 

Recommendation

 

THAT the information be noted.

 

Community Services Manager's REPORT

 

In October 2012 information on grant opportunities was distributed to Men’s Sheds in Cabonne.

 

Molong Men’s Shed contacted Council to follow this up and the Community Services Manager worked closely with them in putting together an application to the Foundation for Rural and Regional Renewal.

 

The Men’s Shed were recently advised that their application was successful and will soon take delivery of a new 3 hp smart saw valued at $4,763.00.

 

This equipment will assist them in carrying out large cutting jobs safely and increase their capability to undertake projects for the benefit of the community.

 

ITEM 10 - Cabonne Community Transport

REPORT IN BRIEF

 

Reason For Report

Update of Service

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

1.3.1a Implement the Community Transport Program

Annexures

Nil   

File Number

\OFFICIAL RECORDS LIBRARY\COMMUNITY SERVICES\SERVICE PROVISION\COMMUNITY TRANSPORT - 448294

 

 

Recommendation

 

THAT the information be noted.

 

Community Transport Coordinator's REPORT

 

Update of the new wheelchair accessible vehicle.

 

The vehicle was successfully launched on the 30th November 2012 by the State Member for Orange Mr Andrew Gee. Mayor Gosper spoke on behalf of Council and spoke very highly of the service and the role the volunteer drivers play in the service and their dedication given. Mayor Gosper also thanked Transport NSW for there one off funding of $45,936.00 to enable the service to purchase the vehicle.

 

The vehicle has been on the road now for two months and has proved to be very popular. The new winch was fitted to the vehicle in December, with training completed for the volunteers.

 

The service has 4 wheelchair clients in Molong utilising the vehicle which is a great outcome for the service and also the community.

 

Future training for all volunteers will be:

 

▪        WH&S in February by the Risk Management Officer

▪        Accredited Manual Handling Training also in February.

 

On the 3rd and 4th December, 36 seniors from Cabonne travelled to the Sydney Entertainment Centre to attend the Premier’s Seniors Christmas Concert. This was once again a wonderful experience of great entertainment and for the first time ever they had front row seats.

 

The volunteers’ annual Christmas party was held at the Cabonne Food and Wine Cultural Centre on the 6th December. The evening was most enjoyable and a big thank you to the ladies that provided a feast fit for royals.

 

ITEM 11 - HACC Progress Report

REPORT IN BRIEF

 

Reason For Report

To update Council on the operation of the Cabonne Home and Community Care Service

Policy Implications

Nil

Budget Implications

Nil

IPR Linkage

 3.2.1.b Facilitate retirement and aged care projects.

Annexures

1.  HACC Feb 2013 Client and Volunteer Newsletter    

File Number

\OFFICIAL RECORDS LIBRARY\COMMUNITY SERVICES\SERVICE PROVISION\HOME AND COMMUNITY CARE - FOOD SERVICES - 448301

 

 

Recommendation

 

THAT the information be noted.

 

Community Services Manager's REPORT

 

The Home and Community Care Coordinator reports as follows. During November 2012, Cabonne HACC took 26 clients on a trip to Junee for three nights. Attractions visited included Kaybunda Lavender Farm, the Liquorice and Chocolate Factory, the Roundhouse Museum and Australia’s most haunted house, Monte Cristo. All clients thoroughly enjoyed themselves, even in the 40oC heat.

 

Social support outings conducted recently included:

·    Christmas luncheon at Canowindra Ex-Services Club saw 88 clients and volunteers attend

·    Christmas lights trip to Parkes

·    Huntley Berry Farm

·    Tom’s Waterhole Winery at Canowindra

·    As well as monthly card makers, movie buffs and Mandagery Men’s group.

 

Some of the activities that have been planned for 2013 include visits to:

·    Wellington phosphate mine

·    Kyona alpaca farm at Forest Reefs

·    Angora rabbit farm at Yeoval

·    Parkes Telescope

·    Amusu theatre at Manildra

·    Also two smaller overnight trips

 

With numbers continuing to rise for the frozen meals on wheels there have been stock shortages due to both available storage room and freezer breakdowns. At present the staff are looking at the possibility of a freezer room to allow adequate stock levels. Unfortunately hot meals on wheel clients have remained low due to the high cost of meal packages in Canowindra and Eugowra. Staff are also looking into a new supplier from Ryde to provide more culturally diverse meals.

 

The current meals on wheels client numbers are as follows:

 

Town

Hot Meals

Frozen Meals

Canowindra

4

13

Eugowra

4

-

Cudal

-

1

Cargo

-

-

Manildra

-

6

Molong

-

15

Yeoval

7

-

Cumnock

-

1

 

Luncheons are currently being planned for our meals on wheels clients, the main purpose of this being to increase their social interaction within their community. The first luncheon is being held in Canowindra on the 6th February at the Old Vic.

 

Due to Allan Symons retiring in December 2012, the scheme is currently without a casual staff member and also a leader for the Mandagery Men’s group. At present staff are looking into the possibility of this becoming a volunteer run position.

 

Please see the bi-monthly newsletter attached which is sent out to all clients and volunteers. This details what activities are occurring, what has been happening recently, articles relevant to our clients and volunteers, recipes and puzzles.   

 


Item 5 Community Services Committee Meeting 5 February 2013

Item 5 - Annexure 1

 



Item 6 Community Services Committee Meeting 5 February 2013

Item 6 - Annexure 1

 




Item 7 Community Services Committee Meeting 5 February 2013

Item 7 - Annexure 1

 


Item 8 Community Services Committee Meeting 5 February 2013

Item 8 - Annexure 1

 

Cabonne Community Transport Policies

1 Document Information

Version Date
(Draft or Council Meeting date)

5 February 2013

Author

Community Services Manager

Owner

(Relevant director)

Director of Finance & Corporate Services

Status –

Draft, Approved,  Adopted by Council, Superseded or Withdrawn

Adopted by Council

Next Review Date

Within 12 months of Council being elected

Minute number
(once adopted by Council)

10/03/22

2 Summary

This document contains all policies and procedures relating to the operation of Cabonne Community Transport.

Approvals

Title

Date Approved

Signature

Director of Finance & Corporate Services

 

 

3 History

Minute No.

Summary of Changes

New Version Date

 

Compilation of all policies into one document, reviewed by Community Transport Coordinator

February 2013

10/03/22

Adopted by Council

 

 



 

 

4 Reason

Cabonne Community Transport exists to provide services and undertake activities, which alleviate transport disadvantage within its operating area by operating within these policies.

5 Scope

Services are available to eligible people (including frail elderly people, isolated people and people with disabilities) within the Cabonne LGA.

6 Associated Legislation

Refer to specific policies.

7 Definitions

These definitions may relate to a number of policies and relate directly to the Child Protection section of this policy document

Allegation: Includes an allegation of child abuse, and an allegation of misconduct that may involve child abuse. Allegations may be written, verbal or anonymous. An allegation should have the following elements:

 

·      The person who is the subject of the allegation must be a current employee and must be identifiable (either by name or by a description)

 

·      It must detail the conduct or pattern of behaviour that indicates abuse of a child

 

·      The alleged victim must have been a child under the age of 18 years at the time of the alleged behaviour. The alleged victim may be an adult now and the alleged behaviour may have occurred years before.

 

Child: A person under the age of 18 years.

 

Child Abuse: Refers to the non-accidental physical injury, neglect or ill-treatment, psychological abuse and sexual exploitation and abuse of children.

 

Child at risk of harm: Under the Children and Young Persons (Care and Protection) Act, a child is at risk of harm if there are current concerns for the safety, welfare or wellbeing of the child because of the presence of any one or more of the following circumstances:

 

·      The child’s basic physical or psychological needs are not being met or are at risk of not being met

 

·      The parents or other caregivers have not arranged or are unable or unwilling to arrange for the child to receive necessary medical care

 

·      The child has been, or is at risk of being, physically or sexually abused or ill-treated

 

·      The child is living in a household where there have been incidents of domestic violence and as a consequence, the child is at risk of serious physical or psychological harm

 

·      A parent or other caregiver has behaved in such a way towards the child that the child has suffered or is at risk of suffering serious psychological harm

 

Child related employment: Employment that involves direct contact with children under 18 years of age, where that contact is not directly supervised.

 

Direct Supervision: A person present at all times during, and is observing and capable of directing, if required, the contact by the person under supervision with any child, where such contact is part of the duties to be performed by the person under supervision or can reasonable be expected to occur during the performance of those duties.

 

Employee: Any person who is engaged in child-related employment in any of the following capacities:

 

·      Paid employment

 

·      Sub-contractors

 

·      Volunteers

 

·      Ministers of religion

 

·      Members of religious organisations

 

·      Undertaking training as part of an educational or vocational course

 

Employment Screening: The process of gathering relevant information about an applicant for employment by an organisation in order to enable an informed decision to be made on whether to employ the applicant or not. The method of employment screening is the Working with Children check.

 

Head of Agency: Under the Ombudsman’s Act, the Head of Agency is the Chief Executive Officer or other Principal Officer of the Agency. In the case of Council, the Head of Agency is the General Manager.

 

Physical Neglect: Neglect occurs when a parent or other caregiver, without reasonable excuse, neglects to provide adequate and proper food, nursing, clothing, medical aid or lodging for a child in his or her care.

 

Notification: The requirement under the Ombudsman Amendment (Child Protection and Community Services) Act to inform the Ombudsman of any allegation of child abuse against employees, or any conviction of employees.

 

Physical Abuse: The non-accidental injury to a child by the parent, caregiver or other person. It includes injuries such as bruising, lacerations or welts, fractures or dislocation, medically or pharmaceutically induced injuries or illness etc.

 

Prohibited Person: A person convicted of a serious sex offence, other than where there is an order in force declaring that the Child Protection (Prohibited Employment) Act 1998 does not apply to the person in respect of the offence. A serious sex offence is one that attracts a period of imprisonment of 12 months or more.

 

Sexual Abuse: Any sexual act or sexual threat imposed on a child. It refers to the involvement of children in sexual acts where the child is exploited for the gratification of another person’s sexual needs or desires. Examples include genital exposure, prostitution, pornography and sexual assault.

 

Working with Children Check: This check involves the following:

 

a)   A national criminal record check, which is a check for child abuse, child pornography, sexual activity or acts of indecency.

 

b)   A check on relevant Apprehended Violence Orders.

 

c)   A check of previous relevant disciplinary proceedings with other employers.

 

d)   Structured referee checks.

8 Responsibilities

These responsibilities relate directly to the Child Protection section of this Policy Document

8.1 General Manager

1.   It is the responsibility of the General Manager to report allegations or convictions of child abuse to the Ombudsman’s Office.

2.   It is the responsibility of the General Manager to notify the Commission for Children and Young People of any employee against whom relevant investigation proceedings have been completed, where the investigation has resulted in disciplinary action being taken against that employee.  The General Manager will also decide what disciplinary action, if any, will be taken.

3.   It is the responsibility of the General Manager to ensure Council retains all records of an investigation, regardless of whether or not the allegation was proven.  This responsibility applies regardless of any requirement for disposal of the record, which may exist elsewhere.

8.2 Directors, Managers and Supervisors

 

1.   It is the responsibility of Directors, Managers and Supervisors to report any allegations of child abuse to the General Manager, and to carry out any investigation.

2.   It is the responsibility of all Council Managers to ensure all procedures outlined in this policy are applied, in particular relevant employment screening of prospective employees.

3.   It is the responsibility of Human Resource Officer to provide advice and support to both line management and employees.

8.3 Employees

 

1.   It is the responsibility of all employees to notify their supervisor immediately if they witness during working hours a child abuse incident, or someone discloses a situation of child abuse within the work place to them.

8.4 Others

1.   Other parties that may be involved in the process include the Union, the Employee Assistance Program, Councillors and Contact Officers – their role is to advise and support employees.

9 Related Documentsl

10 Policy Statements

Table of Contents

Statement of Aims. 6

Access to Services Policy. 7

Principles for Services Delivery and Parameters of Service. 10

Advise of Service Charges. 11

Privacy & Confidentiality. 12

Meetings Policy. 15

Team Management Policy. 17

Team Member Support & Supervision.. 19

Team Member Disciplinary & Grievance Procedure. 21

Code of Personal Presentation for Team Members. 24

Child Protection.. 25

Dealing with Abuse. 28

Carriage of Mobility Aids & Goods on Vehicles Policy. 42

Use of Seatbelts & Vehicle Safety Equipment Policy. 43

Vehicle Emergencies Policy. 44

Passenger Advocates Policy. 48

Passenger Complaints Policy. 49

Smoking Control Policy. 51

General Workplace Safety Policy. 52

Email & Internet Usage Policy. 54


 

Statement of Aims

HACC Objective 1: Access to Service

HACC Objective 3: Effective and Efficient Management

 

Purpose

 

The purpose of Cabonne Community Transport is to provide services and undertake activities, which alleviate transport disadvantage within its operating area.

 

Philosophy

 

Cabonne Community Transport believes in:

 

·      The right of people to make choices in their own lives;

·      The right of people to dignity, respect, privacy and confidentiality;

·      The right of people to be valued as individuals;

·      The right of people to have mobility;

·      The right of people to access services on a non-discriminatory basis;

·      The right of the community to safe, comfortable and reliable services;

·      The right of the community to accountable and responsive services.

 

Outcomes

 

The outcomes pursued by Cabonne Community Transport shall be:

 

·      That people who are transport disadvantaged can live independently and with dignity within their community;

·      That people who are frail and elderly, people who have disabilities and their carers are appropriately supported where they choose to live in their own homes;

·      That other agencies are assisted to contribute to the alleviation of transport disadvantage and its causes;

·      That the organisation operates in an effective, efficient and accountable manner.

 

Target Groups

 

The target groups for specific Community Transport services are defined by funding and regulatory guidelines. Cabonne Community Transport passengers include:

 

·      Frail aged people;

·      People with disabilities;

·      People who are at risk of premature or inappropriate institutionalisation;

·      Carers;

·      Isolated people;

·      People who are vulnerable or at risk;

·      People from culturally distinct communities;

·      People who are financially disadvantaged.

·      Transport disadvantaged

 

 

 

Access to Services Policy

HACC Objective 1: Access to services

Industry Standard PAS1: Establish Awareness of Passengers to Provide Effective Services

Cabonne Community Transport shall endeavour to ensure that services are available to eligible people (including frail elderly people, isolated people and people with disabilities) living in areas covered by the organisation’s services.  Cabonne Community Transport shall strive to ensure that these services are provided without discrimination.

Three – Five (3-5) days notice is required for all bookings, both out of town and local trips.  Where possible, transport will be provided at shorter notice depending on the availability of a vehicle and driver.

Cabonne Community Transport reserves the right to refuse service to person’s who it believes may pose a risk to the safety or wellbeing of other passengers, team members or themselves.

No person shall be excluded from access to the service on the grounds of their gender, marital status, religious or cultural beliefs, political affiliation, particular disability, ethnic background, age, sexual preference, financial circumstances, geographical location or, circumstances of their carer.

Strategies for achieving this include:

Promotion of Services

Services provided by Cabonne Community Transport will be promoted in a manner which ensures:

·      Broad community awareness of services;

·      Equity in access to services.

Promotional material will be developed, printed in a clear and easy to read format.

Promotional material will be made available at medical outlets, Cabonne Council offices front counters and advertised in local papers and media releases made yearly.

          Planning and Evaluation

Cabonne Community Transport will monitor who is accessing its services, and the changing needs of the target population to ensure that services provided are efficient, relevant and do not discriminate against, or disadvantage any particular groups.

          Prioritising Requests for Assistance

The financial resources of Cabonne Community Transport may not be sufficient to meet the needs of all those people who request services. In these circumstances, the following factors will be used to determine relative need of transport disadvantaged people.

The passenger;

·      Is socially or geographically isolated;

·      Lives alone, or with a carer who is also frail aged or has a disability;

·      Experiences difficulty with a range of the tasks of daily living;

·      Has limited or non-existent social contacts;

·      Needs medical or nursing help;

·      Is financially disadvantaged;

·      Has a family support structure at risk of breaking down;

·      Has a high relative level of transport disadvantage.

Priority will be given to persons whose circumstances meet one or more of the above factors.

The relative need for carer’s to obtain transport will be assessed on the following factors.

The carer:

·      Is caring for a person with a severe disability;

·      Is the sole carer, has limited support networks or has dependent children;

·      Is frail, ill, stressed or has a disability;

·      Has extensive commitments which may include employment;

·      Is socially or geographically isolated;

·      Is financially disadvantaged.

Other factors which will also be taken into consideration include:

·      The difference the service will make to the person’s circumstances;

·      The cost of providing the service.

Hospital Transport Services

Cabonne Community Transport services are provided by team members who, whilst committed to providing safe and comfortable transport, are medically untrained. Some passengers seeking to use Cabonne Community Transport services are affected by medical conditions which require the assistance of highly trained personnel to ensure a safe and comfortable journey and to deal with any medical emergencies which may arise during a service. For this reason, the following shall apply:

1.   Cabonne Community Transport will require certification of fitness to travel from an authorised medical professional (eg. Doctor or Hospital Matron) before any passenger can be provided with hospital-to-home transportation.

2.   All day surgery clients need a carer to travel with Community Transport otherwise transport will not be provided.

3.   If a volunteer driver is uncomfortable about the condition of a passenger, and doubts their ability to travel safely, then he or she has the right to cancel the service. This applies to both home-to-hospital and hospital-to-home services.

4.   No Cabonne Community Transport team member may administer medication to a passenger, or assist with the administration of medications, unless he or she has received formally recognised training to do so.

5.   Cabonne Community Transport will not provide inter-hospital transfers.

NB. The above policy may also be applied to minor procedures provided in Doctor’s surgeries.

Cabonne Community Transport Service Standards

Section 5; Privacy, Confidentiality and Access to personal Information

Privacy and Confidentiality Procedure

Protecting the privacy of consumers is very important and the following policy is designed to ensure that details about consumers are kept confidential, and only disclosed with the consumer permission for the purposes of ensuring that consumers are receiving the services they need.

Privacy and Confidentiality in the Assessment Process

The initial assessment of a consumer and any follow-up or reviews should take place in the consumer's own home. If this is not possible it should take place in an area, which provides privacy and confidentiality.

The assessment and reviews should be between the Co-ordinator, the District or Community nurse and the consumer, and with the consumer's consent, his/her legal guardian or advocate only.

The Co-ordinator should note any particular privacy requirements of the consumer e.g. the preference for a male or female carer.

Privacy and Confidentiality of Information

The only information held by the Cabonne Community Transport Service about a consumer will be information necessary to assess the need for a service, and to provide the service. Information should be as non-obtrusive and objective as possible, yet relevant and up-to-date.

The consumer has the right to withhold information for privacy reasons.

Information about a consumer will not be shared with another agency without the permission of the consumer or his/her legal guardian or advocate.

Consumers have the right to read any personal information kept about them by the Cabonne Community Transport Service.

Requests from the consumers to access file should be referred to the co-ordinator who would ensure that assistance is provided for the consumer to access information on his/her files within two weeks. The co-ordinator should be made available to explain any terminology to the consumer.

Information regarding consumers will be stored in a filing cabinet, which is kept locked when the office is unattended.

This information is only accessible to the co-ordinator and other Cabonne Community Transport employees.

          Access to Information in an Emergency

In the case of an emergency the client files will be released to the appropriate person at the discretion of the co-ordinator and one other of the following: -

·              The chairperson of the committee

·              The local representative

·              The Community Services Manager

Confidentiality and Staff (paid and unpaid)

Confidential information will only be passed on to staff on a need to know basis.

The co-ordinator needs to know.

Staff members only need to know if the confidential matter will affect the way a service is to be delivered.

Confidentiality may be disclosed when duty of care is present.

All staff should be aware of and understand the policy on privacy and confidentiality.

All breaches of confidentiality will be dealt with, in disciplinary action.


 

Principles for Services Delivery

HACC Objective 2: Information and Consultation

HACC Objective 4: Coordinated, Planned and Reliable Service Delivery

Industry Standard OPS1: Apply Knowledge of Organisation to Provide Services

Industry Standard OPS9: Apply Evaluation and Quality Assurance Arrangements

Industry Standard PAS1: Establish Awareness of Passengers to Provide Effective Services

 

Cabonne Community Transport shall endeavour to provide its services in accordance with the following principles:

 

·      Passengers and service users are the focus of Cabonne Community Transport;

·      The organisation exists to alleviate transport disadvantage and work cooperatively with the community, government agencies and other service providers to improve the general provision of passenger transport services in its operating area;

·      Each passenger is an individual and has different needs determined by their age, gender, cultural background and life circumstances;

·      Passengers have a right to make choices in their lives;

·      Passengers have a right to dignity, respect, privacy and confidentiality;

·      Passengers have a right to access services on a non-discriminatory basis;

·      Passengers have a right to expect uniform quality in the day to day delivery of services;

·      The Council, community and funding bodies have a right to expect Cabonne Community Transport to be an accountable service.

 

In delivering services to passengers of Cabonne Community Transport the following principles shall be followed:

Provide Options

Team members shall not assume that they know what service would be best for or preferred by a passenger. Team members shall, wherever possible, present the passenger with a range of options, and take account of the passenger’s preferences.

 

Options may include a choice of:

 

·      A Community Transport Service or other transport provider;

·      Day and/or time of service;

·      Outings and/or activities.

Encourage Feedback

Obtaining feedback from passengers is important in ensuring that on an individual level, services are continuing to meet passenger needs which may change over time, and on a broader level to obtain information that will be useful for service planning.

 

Passengers tend to provide very little formal feedback on the service. For this reason team members are requested to encourage informal feedback from passengers and to provide varied and frequent opportunities for passengers to give feedback. Passenger feedback should be passed on to the Coordinator or other nominated team member.

 

Opportunities provided for informal feedback include:

 

·      Team members talking individually with passengers;

·      Discussing services and future plans informally with passengers on outings and at social gatherings;

·      Encouraging passengers and their carers to talk on a one to one basis about their needs and the services provided.

 

Feedback concerning difficulties with the service, ways to improve the service or positive feedback on specific aspects of the service should be briefly recorded in writing and reported to an appropriate team member at the earliest convenient opportunity.


 

Service Parameters
_________________________________________________________

Expected outcomes:

The service stakeholders will be aware of the service parameters and how they may assist in the provision of service.

Training Requirements.

All team members

Procedure
Physical Contact  - all team members will respect service users right to be as independent as possible. Should a service user require assistance the least invasive approach must be taken. Physical contact should only occur after the service user has given permission. For example.:

·      Rather than leaning over the service user to clip the seatbelt: give the seatbelt to the service user to hold until the driver is seated in the drivers seat and can take the seatbelt and clip it in.

·      Asking the service user if they need assistance and following their instructions while ensuring your own safety.

·    Clients assessed as requiring a carer whilst using the service must provide their own carer. Whilst our drivers are caring drivers they are not carers.

Collecting Fees- service users should be encouraged to handle their own finances. In some situations (e.g. bad lighting) the driver may assist the service user by pointing to the correct coins or notes.

Respecting Team Members and other Service Users – service users have a responsibility to treat other users and team members with respect and consideration. Verbal abuse, inappropriate language, bullying or harassment will not be tolerated on the service.

Short Notice - often our lives cannot be planned and appointments etc. may come up with very little notice. While the service asks that clients provide us with as much notice as possible, the service will try to provide service with short notice. Unfortunately due to the demand on the service this may not always be possible or may require some flexibility on the service users part. (e.g.: seeing if an appointment time can be changed)

Spare Capacity should a seat be available in a vehicle and a member of the general public requires transport that transport may be provided on a full cost recovery basis so long as the service user eligible for service is not unduly inconvenienced.

 

 

 

Hours of Service

·      Office hours are 9.00am to 5pm Monday to Friday excluding public holidays.

·      In town transport 7.30am to 7pm Monday to Friday excluding public holidays

·      Out of town transport Monday to Friday. Volunteer drivers providing transport to clients to destinations out of Cabonne will not leave before 7.00am and must be back to the client’s home no later than 8pm. Time frames are to assist with Health and Welfare of team members endeavouring to limit the length of hours worked in a day, allowing for weather conditions and road hazards.

·      Christmas closure will be from close of business for Cabonne Council Offices for Christmas break to the second week of January the following year.

 


Advise of Service Charges

HACC Objective 1: Access to Service

HACC Objective 3: Efficient and Effective Management

 

Charges for services provided by Cabonne Community Transport are determined by the Transport Committee and reviewed periodically at least annually.

 

In cases of hardship or where passengers request assistance, Community Transport reserves the right to negotiate advertised charges.

 

Certain services provided under government funding programs (eg. HACC) may not be denied to passengers on the basis of their inability to pay an advertised fare or charge.

 

All passengers and service users will be informed of the charges associated with any service:

 

·      At the time of initial assessment

·      When making a booking

·      With reasonable notice prior to any forthcoming variation to charges which may affect them

 

Service will not be refused to any client who has been assessed as needing the service but has an assessed inability to pay.

 

If clients are receiving or have received, compensation payments intended to cover transport then the full cost of the service will be charged.

 

The cost of the service will be calculated on an approximate one-third of cost to service of volunteer reimbursement of the kilometres travelled.

 

 

Privacy & Confidentiality

HACC Objective 5: Confidentiality and Access to Personal Information

 

To ensure that services provide the highest possible level of safety and comfort to people with a range of special needs, and to ensure that the eligibility criteria of funding bodies are adhered to, it is necessary for Cabonne Community Transport to collect and hold personal and private information about passengers and team members.

 

Abuse of, or carelessness with confidential information can not only compromise the dignity and independence of an individual passenger or team member but can in some cases pose a direct threat to their health and safety. Protecting the privacy of passengers and team members, and ensuring stored information is properly used at all times is therefore of paramount importance to Cabonne Community Transport. This policy is designed to ensure that personal information about passengers and team members is used only to provide safe and comfortable services to passengers and to ensure the efficient administration of Cabonne Community Transport services and activities.

 

Types of Information Which Shall be treated as Confidential

 

The Cabonne Community Transport Privacy and Confidentiality Policy covers information relating to:

 

·      Names and addresses of passengers and team members;

·      Disabilities or special needs experienced by passengers;

·      Health conditions experienced by passengers;

·      Behavioural conditions experienced by passengers;

·      Occupations or lifestyle of passengers;

·      Financial dealings or status of passengers;

·      Acquaintances or friends of passengers;

·      Religion/cultural background of passengers;

·      Passenger or service user complaints;

·      Personal details of team members;

·      Team member disciplinary, appraisal or grievance procedures;

 

NB     Confidential information can occur in verbal, written, photographic, or computer record form.

 

Persons to Whom the Policy Applies

 

The Cabonne Community Transport Privacy and Confidentiality Policy applies to:

 

·      All community transport team members;

·      Any person who obtains information through the activities of the organisation;

·      Passengers and other service users who obtain information about other passengers during their use of a service;

 

Scope of the Policy

 

The Cabonne Community Transport Privacy and Confidentiality Policy applies:

 

·      In the work place;

·      At home;

·      When talking with other team members;

·      When dealing with team members of other agencies or institutions.

·      In social environments;

·      When dealing with other transport providers;

·      When talking with other passengers

 

Team Member Information

 

The only information, which Cabonne Community Transport shall seek to obtain and retain about team members, shall be that required to

·      Efficiently administer the organisation;

·      Meet its legal obligations as an employer;

·      Meet its legal obligations as a provider of passenger transport services;

·      Ensure the safe and comfortable delivery of services to passengers and service users.

 

Information regarding team members will be stored in a filing cabinet, which is kept locked when the office is unattended or in a secure computer database. This information is only accessible to authorised team members.

 

Team members have the right to read any personal information kept about them by Cabonne Community Transport.

 

Passenger Assessments

 

Where a formal assessment is necessary it should take place in an area, which provides privacy and confidentiality.

 

The assessment should be between an authorised team member and the passenger, and with the passenger’s consent, his/her legal guardian or advocate only.

 

The team member should note any particular privacy requirements of the passenger eg relevant care or safety information.

 

 

Passenger Information

 

The only information held by Cabonne Community Transport Projects about a passenger will be information necessary to provide safe and comfortable services. Such information will be used only for this purpose. Information should be as non-obtrusive and objective as possible, yet relevant and up-to-date.

 

The passenger has the right to withhold information for privacy reasons.

 

Information about a passenger will not be shared with another agency without the permission of the passenger or his/her legal guardian or advocate.

 

Information about a passenger will not be discussed with any person in the workplace except in relation to:

 

·      Ensuring their safe and comfortable use of Community Transport services;

·      Organisation incident/accident reporting requirements.

 

Passengers have the right to read any personal information kept about them by Cabonne Community Transport. Requests from passengers to access files should be referred to the Coordinator who should ensure that assistance is provided for the passenger to access information on his/her file within twenty-eight days. The coordinator should be made available to explain any terminology to the consumer.

 

Information regarding passengers will be stored in a filing cabinet, which is kept locked when the office is unattended or in a secure computer database. This information is only accessible to authorised team members.

Access to and Storage of Records

 

The procedure for opening files and file movement to be followed is:

 

·      Confidential records including passenger and team member files shall be kept separate from general administration files;

·      An individual record will be created for each passenger following initial assessment;

·      File notes should be kept of passenger contact which involves:

Assessment,

Change in circumstances of the passenger,

Complaints,

Reports/information from other agencies,

Requests from the passenger for any significant change in service;

·      Files shall remain the property of the Cabonne Community Transport and shall be kept on the organisations premises at all times;

·      Files shall be securely stored when not in use;

·      All incoming correspondence should be recorded, sighted by the coordinator and/or initialled by the coordinator before being filed;

·      Keys to the filing cabinet and passwords to computer database holding passenger records will be held by authorised team members.

 

Length of Time Records are Held

 

If a service to a passenger has stopped being provided, but may need to be resumed at a future date, information relating to the passenger will be kept in the filing cabinet for a period of three years before being archived. If the service will not need to be resumed, the passenger records will be archived at the end of the financial year.

 

All information regarding passengers shall be destroyed seven years after they cease to receive services.

 



Disposal of Printed Materials

 

It is the responsibility of each team member to take reasonable steps to ensure that all confidential materials, and in particular passenger list details, are rendered illegible before disposal.

 

Identification

 

All team members will be given a card identifying them as Cabonne Community Transport representatives. This card should be worn at all times whilst representing the organisation, and in particular, while dealing face-to-face with passengers and service users.

 

Training

 

All team members should be aware of and understand the Privacy and Confidentiality Policy and shall receive appropriate training in order to ensure this.

 

Access to Information in an Emergency

 

In the case of an emergency the client files will be released to the appropriate person at the discretion of the coordinator and one other of the following:

 

·      The Chairperson of the Committee

·      The Local Representative

·      The Community Services Manager

 

All staff should be aware of and understand the policy on Privacy and Confidentiality.

 

All breaches will be dealt with in disciplinary action

 


Meetings Policy

HACC Objective 3: Efficient and Effective Management

 

Committee Meetings

 

Frequency and Times

 

The committee meets three monthly on a Wednesday of the months of March, June, September and December unless members are informed in advance and in writing of any change. This change must be a committee decision.

 

Meetings commence at 10.15 for a 10.30am start at a designated meeting room, which is to be decided at the Annual General Meeting each year. A change in the meeting room or time must be a committee decision and members must be notified in advance and in writing. The committee as requested may arrange special purpose meetings.

 

Attendance

 

All committee members, the Council Community Services Manager and the Community Transport Coordinator, should attend committee meetings. Apologies may be tendered prior to the meeting. Guest speakers may be invited by the Chairperson, but subject to committee’s approval, to attend meetings for a specific purpose.

 

Students who are enrolled in a Welfare Course may attend meetings.

 

The meetings are open to all interested persons.

 

Only committee members may vote.

 

In line with the Community Transport Constitution, the office of a member who does not attend three (3) consecutive meetings without providing a reasonable excuse shall become vacant.

 

Agenda

 

Meetings will be conducted in accordance with the constitution. The agenda for the meetings will be as follows:

 

I. Attendance and Apologies

II. Acceptance of Minutes from previous meeting

III.       Business arising

IV.      Correspondence

V.       Reports

a.   Coordinators report

b.   Chairman’s report

c.   Local reports

VI.      Review of Community Transport Accident, Incident and Hazard Report Book.

VII.     General Business (including issues and problems arising in operation of service, and planning and review)

VIII.     Targets for next meeting

IX.      Date and venue for next meeting

X.       Close

 

The agenda for the Committee meeting will be drawn up by the Secretary in consultation with the Coordinator and circulated to all members at least three days before the committee meeting.

 

Quorum

 

A quorum will consist of the number of one half of the committee members plus 1.

Annual General Meetings

 

The Annual General Meeting will be held on the first Wednesday of each June every year unless the committee selects a different date within that month.

 

Agenda

 

I. The receipt of the Chairman’s report for the year

II. The receipt of the financial report and the audited financial statements for the previous financial year, together with the financial budget for the current financial year

III.       The receipt of the coordinator report for the year

IV.      The election of Committee members

V.       Any other business placed on the agenda prior to the commencement of the meeting

VI.      Guest speaker/s (if invited)

 

Notice of the Annual General Meeting will be mailed to related persons at least two (2) weeks prior to the meeting. The outgoing committee will encourage nominations for members from people with a range of cultural backgrounds and areas of interest.

 

Committee members will receive at least 28 days notice of the meeting.

 

Voting will be restricted to committee members.

 

Related services will be invited to attend the meeting.

 

Minutes

 

Minutes of any meeting shall be recorded. Minutes shall be an accurate account of all meeting proceedings.

 

Minutes shall be typed within 21 days of the meeting and posted to each member of the committee within two weeks prior to the next scheduled meeting.

 

A copy of the meeting minutes must be filed in the relevant Minutes File.

 

An approved copy of the minutes of each committee meeting shall be forwarded to Council Committee meetings for approval.

 

The Coordinator is responsible for making sure that procedures for minutes are followed.

 


 

Team Management Policy

HACC Objective 3: Efficient and Effective Management

Industry Standard TEM1: Participate in Team

Industry Standard TEM8: Manage Team

NSW Department of Transport Policy Paper: Financial Accountability Standards (Oct. ’94)

 

Building an Effective Work Team

 

The services provided by Cabonne Community Transport are the result of the combined and cooperative efforts of a wide range of individuals. Some of these people are paid team members, others contribute their time and expertise on a voluntary basis.

 

As Cabonne Community Transport’s services are designed to promote equity in our own work practices.

 

All work tasks within Cabonne Community Transport are essential to the successful operation of our services and activities, regardless of whether they are achieved by a paid or voluntary worker. Therefore, wherever practicable, all Community Transport workers and management shall be considered to be part of one work team, with one single set of policy guidelines applying to all team members.

 

Differing work requirements and responsibilities for team members shall be defined within Job Descriptions and/or Agreements of Employment. In its day-to-day operation, Cabonne Community Transport shall not promote, encourage or condone discrimination on the basis of employment status.

 

Only where specific legal and practical considerations require, shall Cabonne Community Transport differentiate between paid or unpaid staff, or casual, part time or full time team members.

 

Team Member Information

 

A manila file will be kept on each volunteer by Cabonne Community Transport. It shall include:

 

·      Their signed Agreement of Employment;

·      Their job description,

·      A completed team member record card;

·      Records of training attainments;

·      Records of performance appraisal;

·      Records of disciplinary actions,

·      Any other relevant information.

 

Records of disciplinary actions shall be removed from volunteer’s files after two years.

 

Volunteers are entitled to see their file at any suitable time to be arranged with the Coordinator or authorised committee member.

 

Volunteering

 

Cabonne Community Transport recognises the valuable contribution to the organisation made by volunteers and actively encourages their participation because it:

 

·      Enables volunteers to contribute to their community;

·      Provides the opportunity for work experience, training and the development of new skills in volunteers;

·      Enhances the range of services available through Cabonne Community Transport,

·      Allows for wider community participation in the service.

 

Volunteers will not be used to replace paid workers in the organisation. The following roles are normally available for volunteers:

 

·      Drivers;

·      Vehicle assistants, carers;

·      Administrative assistants;

·      Committee members.

 

Other positions may become available from time to time.

 

Whilst Cabonne Community Transport policy is to avoid differentiation between team members on the basis of employment status, it does acknowledge that specific issues do exist for the range of volunteers who contribute to the delivery of our services. For this reason, the Coordinator shall be responsible for ensuring that, without compromising the efficiency of services, special needs of volunteers are positively addressed in the planning and allocation of individual and team work tasks.

 


 

Team Member Support & Supervision

HACC Objective 3: Efficient and Effective Management

Industry Standard TEM1: Participate in Team

Industry Standard TEM8: Manage Team

Industry Standard SAF1/5: Minimise and Manage Work Related Stress

 

Formal supervision and informal support for team members are essential features of the smooth functioning of the Cabonne Community Transport work team. Proceedings of all supervision and support sessions are confidential.

 

Team Member Supervision

 

All team members should be provided with regular supervision and feedback. These will conclude with an annual appraisal.

Supervision sessions may cover the following points:

 

·      Review of performance;

·      Major activities planned;

·      Feedback on performance including identification of strengths and weaknesses;

·      Identification of strategies for team member development, especially in addressing team member weaknesses.

 

Key points and resolutions of supervision sessions shall be recorded and attached to the team member’s file.

 

Formal supervision sessions provide a valuable tool for addressing unsatisfactory team member performance prior to using the Cabonne Community Transport Disciplinary Procedure. This can be particularly helpful in addressing difficulties team members may be experiencing which are caused by events outside the Cabonne Community Transport workplace (eg. Domestic turmoil or bereavement).

 

Where issues concerning unsatisfactory team member performance are the focus of a team member supervision session, the relevant team member shall be informed:

 

·      That their performance has been viewed as being unsatisfactory and the resolution of any difficulties causing the unsatisfactory performance is a primary objective of the supervision session;

·      Of the aspect/s of their performance which are being found to be unsatisfactory, clarified in relation to Cabonne Community Transport policy;

·      That if strategies developed in structured supervision sessions cannot satisfactorily resolve the problem within an agreed timeframe (recorded at the first supervision session in which the issue is identified) then the next step will be the implementation of the Cabonne Community Transport Disciplinary Procedure.

 

Team Member Support

Team members should contact the coordinator if issues arise which need to be dealt with urgently. The Manager/Coordinator shall respond to requests for support by setting aside a reasonable time and place to address the team member’s support needs.

 

The Manager/Coordinator may, taking into account the range of skill and experience within the Cabonne Community Transport work team, with the permission of the team member requesting support, assign another appropriate team member to provide support.

 

Informal support sessions provide an opportunity to:

 

·      Identify and explore solutions to difficulties which team members may be having with their work caused by external factors (eg. Domestic turmoil, caring or parenting responsibilities);

·      Identify and explore solutions to difficulties which team members may be having with their work caused by internal factors (eg. Conflict with passengers or other team members, bereavement resulting from the loss of a regular passenger);

·      Follow through on team member development issues noted in team member supervision sessions and performance appraisals.

 

The Manager/Coordinator has responsibility for providing supervision and support to all other team members.

Team Member Disciplinary & Grievance Procedure

HACC Objective 3: Efficient and Effective Management

Industry Standard TEM8/6: Implement Disciplinary and Grievance Procedures

 

Team Member Disciplinary Procedure

The Team Member Disciplinary Procedure is the formal process used by Cabonne Community Transport to deal with issues of poor performance or minor misconduct by a team member. The Disciplinary Procedure provides team members with an opportunity to improve their performance through training and trial periods.

 

The following is the procedure for dealing with an issue not involving Gross Misconduct which would result in instant dismissal.

 

Step 1: Verbal Warning

The team member will be told as soon as possible of any complaint concerning the performance of his/her work and will be provided with an opportunity to discuss the complaint.

 

If appropriate, the Manager/Coordinator will, in consultation with the team member, outline how the team member must improve his/her performance. Any assistance needed by the team member to improve his/her performance will be identified and provided where possible.

 

A date to review the team member’s performance will be set if required. The verbal warning and brief comments regarding the nature of the complaint, the proposed action plan and timeframe shall be recorded in the team member’s information file.

 

Step 2: First Written Warning

If at the time of review set in Step 1, the team member’s performance is still unsatisfactory, there will be further discussion with the team member. This will include the team member, a representative of their choice and the Manager/Coordinator.

 

The complaint against the team member and plans for improvement will be recoded in writing and a copy given to the team member clearly stating that a lack of improvement by a given time will result in a final written warning.

 

A copy of the First Written Warning shall be attached to the team member’s information file and the Chairperson of the Committee and Community Services Manager shall be informed.

 

Step 3: Final Written Warning

If at the date set in Step 2, the team member’s performance has not improved, there will be further discussion with the team member. This will include the team member, a representative of their choice, the Manager/Coordinator and a representative of the Committee.

 

The complaint against the team member and plans for improvement will be recorded in writing and a copy given to the team member clearly stating that a lack of improvement by a given time will result in termination of employment.

 

A copy of the Final Written Warning shall be attached to the team member’s information file.

 

Step 4: Termination of Employment

If the problem still persists after the final written warning the employer may terminate the employment of the team member. The Manager/Coordinator represents the employer and has the authority to dismiss subordinate team members.

 

Team Member Grievance Procedure

The Team Member Grievance Procedure specifies the steps team members can follow if they have a dispute with a colleague or supervisor, or feel unfairly treated in their work.

 

It is acknowledged that conflict within an organisation is healthy and is essential to ensure continued evaluation and growth. Conflicts however can become unhealthy and destructive if appropriate mechanisms are not firmly in place, and adhered to, to ensure their resolution.

 

Conflict is inherent in all organisations and should be used as a positive forced to assist Cabonne Community Transport’s continued growth and development. All team members shall take responsibility for openly acknowledging grievances and utilising the steps outlined within this Grievance Policy to ensure their resolution.

 

Where a team member raises grievances with an individual member of the Committee, the Committee member shall refer the team member to the appropriate mechanism for resolution in accordance with this policy.

 

Step 1

Resolution of grievance related to team members should in the first instance be attempted directly with the person concerned with the Manager/Coordinator being advised. At this stage whether or not further action is required should be determined.

 

Step 2

If the issue does require further actions the staff members should approach the Manager/Coordinator and discuss the issue.

 

Team members are encouraged to:

 

·      Not blame other persons;

·      Listen carefully to what the other person is saying;

·      Look at the issue via different viewpoints to determine whether they have an impact upon the situation, eg: the administrative system, job descriptions, and personal values and workstyles;

·      Attempt to resolve the dispute with the other concerned party.

 

Step 3

Matters of grievance relating to conditions of employment policy and procedure should be raised directly with the Manager/Coordinator for resolution or be referred directly to the Committee.

 

Step 4

If the above steps do not resolve the issue or it keeps reoccurring, then the staff involved shall discuss the matter with a mutually acceptable mediator, eg the Manager/Coordinator or a Committee member in a situation which involves the Manager/Coordinator.

 

The mediator shall:

 

·      Set the ground rules for the discussion of the issue;

·      Document the nature of the grievance from all perspectives, and

·      Document the proceedings and outcomes of the discussion between the concerned parties.

 

At the meeting/s the mediator shall encourage the development of:

 

·      Agreements between the concerned parties;

·      A timeframe for their implementation and review.

 

Step 4(a) – Manager/Coordinator

Grievances in the first instance should be addressed with the person/s concerned and should take into account Cabonne Community Transport’s stated policy regarding grievances.

 

Matters not resolved in this manner should be referred to the Community Services Manager.

 

Step 4 (b) – Committee

All matters of grievance between Committee members shall be dealt with using normal Committee meetings. All issues of grievance will be resolved in accordance with formal Committee decision making processes.

 

Step 5

If agreements cannot be reached or the review indicates that the agreements have been unsuccessful, the matter should be referred to the Community Services Manager within Council. He/She shall review the matter and determine what process shall be undertaken to resolve the conflict, eg. Conflict Management Training, use of an external mediator.

 

Step 6

If the grievance still exists, the matter shall be referred to an appropriate reference body (Council’s Community Services Committee) for a decision.

 

Step 7

If all attempts at resolving a grievance or dispute fail after having utilised the above six steps, then Council reserves the right to deal with the situation as it deems fit and appropriate.

 

Until a grievance or dispute is resolved, work shall continue as normal in accordance with the custom or practice existing before the dispute arose. The continuance of work by any of the parties involved will not affect the final outcome of the grievance process.

 

Gross Misconduct

Gross misconduct involves very serious breaches of Cabonne Community Transport rules which warrant the instant dismissal of a team member.

 

Examples of Gross Misconduct include:

 

·      Theft of property or funds from Cabonne Community Transport;

·      Wilful damage of Cabonne Community Transport property;

·      Wilfully or negligently endangering the safety of a passenger, service user or any member of the general public;

·      Intoxication through alcohol or other substances during working hours;

·      Verbal or physical harassment of any other team member, passenger or service user, particularly in respect of race, gender or religion;

·      The disclosure of confidential information regarding the organisation to any other party without prior permission;

·      The disclosure of information concerning the passengers of the organisation other than information that is necessary to assist passengers and to ensure their safety;

·      Carrying on a private business from Cabonne Community Transport premises or using the service’s resources for private business;

·      Falsification of any Cabonne Community Transport records for personal gain or on behalf of any other team member;

 

Failure to comply with the Team Member Code of Conduct

 


 

Code of Personal Presentation for Team Members

Industry Standard COM1: Represent the Organisation

Whilst representing Cabonne Community Transport, each staff member/volunteer shall be responsible for ensuring that their standards of personal presentation are maintained to a level which is appropriate to their responsibilities within the organisation.

Neat, casual clothing shall be worn whilst on duty. This clothing shall be appropriate to the occupational health and safety considerations of the individual work responsibilities of each staff member/volunteer, for example:

Sturdy footwear shall be worn whilst operating passenger lifts;

Hats and other appropriate protection against sun damage shall be worn whilst working outside.

Personal hygiene shall be maintained to a standard which reasonably minimised any risk of offence to passengers or staff member/volunteer.

No items of clothing or accessories shall be worn whilst representing the organisation which may be offensive to any passenger or other team member, for example:

Tee-shirts with political or religious slogans,

Badges or jewellery with contentious or potentially flammatory insignia or symbols.

Cabonne Community Transport places no general restrictions upon the jewellery or hairstyles worn by individual team members except that they must not present a safety hazard.

 

Child Protection

In response to the recommendations of the 1997 Wood Royal Commission into the New South Wales Police Service, a series of legislation has been introduced to protect children from abuse. These are:

 

Children and Young Persons (Care and Protection) Act 1998

 

This Act introduces major changes to the organisation and administration of the State agencies. It addresses a wide range of issues designed to ensure that those responsible for the delivery of services to children provide an environment which is not only free of violence and abuse, but fosters an approach that recognises health, developmental needs, self-respect and dignity. For Council, the important issues arising from this legislation are:

 

·      The identification of children at risk of harm

·      Changes to mandatory reporting requirements

 

Commission for Children and Young People Act 1998

 

In response to the recommendation to provide a focal point for coordination of the effort to protect children, the government has established a Commission with this responsibility. The Commission is responsible for the implementation of the Child Protection (Prohibited Employment) Act, and also requires notification of certain types of disciplinary proceedings involving employees, as well as notification of a decision not to employ a person as a result of the findings of employment screening (the Working with Children Check).

 

The Act requires that applicants for child-related employment must be screened through the Working With Children Check. This Check involves:

 

·      Relevant criminal record check

·      A check of relevant apprehended violence orders

·      A review of relevant completed disciplinary proceedings the applicant may have had in previous employment.

 

 

Child Protection (Prohibited Employment) Act 1998

 

This Act prohibits persons with convictions for serious sex offences from working in child-related employment. Under the Act, employers must identify whether existing employees are prohibited persons, and check all applicants for chid-related employment to determine whether they are prohibited persons. Failure to comply with employment screening, or to make a false disclosure is an offence. It is also an offence to employ a prohibited person and for a prohibited person to remain in child-related employment.

 

Policy Statement

Objectives

 

1.   To ensure that children are protected from child abuse as defined under the Children and Young Persons (Care and Protection) Act 1998.

 

2.   To ensure that a system exists for the reporting of all child abuse allegations under the Ombudsman Amendment (Child Protection and Community Services) Act 1998, and to encourage and facilitate the reporting of children and young persons at risk of harm.

 

3.   To ensure the prompt notification to the Ombudsman’s Department, and the efficient and equitable investigation of allegations of child abuse.

 

4.   To prevent the employment of persons in child-related employment who are a prohibited person under the Child Protection (Prohibited Employment) Act 1998, or who Council considers are inappropriate persons to be working with children.

 

5.   To build a workforce committed to child protection through a range of policies and work practices designed to ensure that services are provided to children in a safe and caring environment.

 

Ombudsman Amendment (Child Protection and Community Services) Act 1998

 

Under this Act the Ombudsman has wide powers to review the systems Council has in place for the protection of children and to oversee and monitor internal investigations of child abuse against Council employees. It also requires the General Manager to notify the Ombudsman of allegations of child abuse by staff, or convictions of staff. Notification must occur within 30 days of the General Manager becoming aware of the allegation.

 

Rights of All Parties

 

1.   The child that is the subject of the alleged abuse has the right to be in a secure and safe environment, therefore the accused employee will be removed from that environment until the investigation is complete.

 

2.   All parties involved have the right to a confidential, fair and unbiased investigation.

 

3.   Employees will be afforded procedural fairness in the event of an allegation being made against them.

 

4.   The investigation team has the right to deny the accused employee access to records kept if they feel it would jeopardise the investigation.

 

5.   The person who has made the allegation has the right not to be identified. If they wish to remain unidentified, any written documents they have provided to the investigation team cannot be accessed by the accused employee.

 

6.   If the accused employee feels that they have been unreasonably denied access to records, they can apply through the Freedom of Information Act to have access to those records considered.

 

7.   Employees and parents of the child have the right to complain to the Ombudsman if they are unhappy with the conduct of the investigation.

 

Transportation of Children

 

Cabonne Council recognises that children are a very vulnerable section of the community and that specific checks/actions must be carried out when considering the transportation of children.

 

To ensure that Council’s obligations under the Child Protection Regulations are met, Council needs to ensure:

 

·      Wherever possible, children who are under the age of eighteen years are accompanied by a responsible or designated adult (ie parent or guardian);

 

·      Where a responsible or designated person is unavailable, Council must ensure that all mandatory checks under the Child Protection Act are carried out before the transportation is undertaken;

 

·      When transporting a child the child will be seated in the rear of the car and proper restraints used.

 

The person(s) selected to transport the child are not to be engaged if:

 

·      They refuse to complete the Prohibited Employment Declaration and Working with Children Consent Form; or

 

·      They indicate they are a prohibited person.

 

Confidentiality

 

1.   All staff involved in the reporting or investigating of allegations of child abuse will be mindful of the sensitive nature of the issue and take all reasonable steps to maintain confidentiality and respect the privacy of those involved. Nothing in this statement is to be taken as mitigating against the obligation of staff to report incidents or allegations of child abuse.

 

2.   All information relating to investigations will be secured indefinitely and separately from other files, unless the investigation results in disciplinary action. If this is the case, the following details will be kept on the employees, personnel file:

 

·      That an allegation was made

·      That an investigation was conducted

·      What the finding was

·      What action was taken

 

3.   Any person who makes an allegation of child abuse is protected under the Protected Disclosures Act.

 

Unsubstantiated Allegations

 

1.   Where an allegation is clearly wrong or unsubstantiated, the person who is the subject of the allegation will be supported by Council. The nature of the support will be reasonable and appropriate subject to the circumstances of the case. It may include access to specialist counselling services, legal services or special leave.

 

2.   Any employee who is found to have made a malicious or vexatious allegation will be subject to disciplinary action.

 

Prevention and Education

 

1.   All recommended applicants for Child-related employment will be screened in an effort to ensure their suitability to work with children.

 

2.   All employees will be educated in the legislation and how it impacts on them in terms of the position they hold and their responsibilities.

 

3.   Staff will be educated to a level appropriate to the position they hold. Specifically, the level of education relates to the following categories of employees:

 

·      Child care staff, who have a 24hour/day responsibility

·      Other identified positions, which have a workplace only responsibility

·      Contractors, volunteers and work experience participants

·      “investigators” – Directors, Managers and Supervisors

·      unidentified positions

 

4.   Council’s induction program will include information on the Child Protection legislation.

 

5.   All new and existing employees will be required to sign off on relevant policies and documentation as an indication that they have read and understood the contents of the policy.

 


Dealing with Abuse
Background

The Abuse of Older People: Interagency Protocol was launched by the Minister for Aged Services and Disability Services in October 1995. The protocol is the official government policy on responding to situations of suspected and actual abuse for older people, younger people with disabilities and their carers.

The Interagency Protocol is outlined in the document, Abuse of Older People: Interagency Protocol. Basically there are five separate areas where each agency or professional may have a role to play. In summary, these areas are:

Identification                  Recognising a possible case of abuse

Assessment                   Assessing the situation to determine the nature and extent of abuse

Case Management         Monitoring the situation of abuse and arranging appropriate services

Support Services Providing health, welfare and accommodation services

Legal Intervention          Seeking legal assistance and taking legal action where appropriate

In 1997 and 1998, agencies and professionals working with these client and carer groups are being asked to develop and ratify a workable, local protocol that is aligned to the NSW Interagency Protocol.

Mid Western Health Area Interagency Draft Protocol

Two workshops were held in Cowra and Bathurst in July 1998 for local service providers in the Mid Western Health Area to:

Ÿ Outline the NSW Interagency Protocol

Ÿ Discuss Protocol models that have been developed

Ÿ Review the draft local Protocol model that had been developed to cover other Health Areas around NSW and its applicability to the Mid Western Health Area

Ÿ Identify ways to broadcast and ratify the draft protocol to all service providers

About this document

This document gives details of a draft Interagency Protocol to be trialled in the Mid Western Health area. It is provided as a guide to best practice in responding to potential, suspected and actual abuse of adult clients and their carers. It has been prepared using the best material developed around NSW during this project and includes specific advice and information from service providers who attend the workshops in Cowra and Bathurst. Agency representatives who attended this workshop are listed as an appendix.

A note for service providers in the Parkes, Lithgow and Bathurst areas

An interagency protocol for dealing with the abuse of older people and their carers had already been developed and implemented by the Aged Care Assessment Teams based in Parkes, Lithgow and Bathurst by the time of this training.

Interagency Protocol for Dealing with Abuse of Older People, Younger People with Disabilities and their Carers. -July 1999 - Cabonne, Weddin and Cowra

 

Policy Statement

 

Step One – Identification

 

Paid or unpaid staff at any agency providing support services to older people, younger people with disabilities or their carers can identify situations of potential, suspected or actual abuse of clients and carers.

 

All agency’s workers have a Duty of Care to their clients and others who may be affected by the worker’s actions or inaction.  Becoming aware of an abusive situation and not acting, for example not seeking advice from a superior or not referring the matter to an agency able to deal with the issue, could amount to a breach of duty of care.  Therefore, it is proposed that all agencies identifying an actual or potential situation of abuse follow the responsibilities and procedures as outlined in this Draft Interagency Protocol.

 

 

Overall Responsibilities of the Identifying Agency

 

It is the responsibility of the identifying agency to:

 

·      Develop and implement written internal policies and procedures in response to abuse. These should include reference to situations where abuse may be occurring between client and carer, client and client, client and worker

 

·      Identify a nominated person within the agency to whom paid and unpaid staff can report situations of potential, suspected or actual abuse

 

·      Provide quality and, if appropriate, immediate debriefing and support to the identifying worker

 

·      If appropriate, conduct a follow-up visit with the client and carer (refer to section – the follow-up visit) in a manner that gains access for an assessment team

 

·      Determine if an emergency, urgent or not-so-urgent response is needed

 

·      Refer situations to a primary assessment agency if the identifying agency does not normally conduct assessments or home visits

 

·      In complex situations or where you don’t know how to proceed, contact and seek advice from primary assessment agencies or specialist agencies. If there are concerns about confidentiality, the case can be posed or described as a hypothetical situation

 

·      Inform the client/carer about all action taken including any referrals made

 

·      Provide a written referral to a primary assessment agency

 

·      Negotiate a method and time for feedback from the primary assessment agency

 

Procedures for the Identifying Agency

 

1.   Refer emergency situations to the appropriate emergency services. The identifying agency should ask the responding emergency service for feedback on what happens. The identifying agency can request to attend with emergency services. Workers should not attend emergency or potentially dangerous situations on their own and without emergency services.

 

2.   Debrief and support the worker(s) who identified the situation. Debriefing sessions should cover, in the following order:

 

·      The facts – what happened, what was observed, what was said

·      The feelings – how it felt for the worker

·      The future – what should happen next as an agency response to the situation

 

3.   Make a follow-up visit or phone call after the initial identification if appropriate.

 

4.   Fully document in a non-judgemental way:

 

·            Who informed or initially identified

·            What happened at the point of identification

·            What was said

·            Observations of the identifiers

·            Relevant facts from the case history

·            Type of abuse suspected and evidence supporting that belief

·            What action is recommended

 

5.   Determine whether a third party is potentially at harm in this situation and, if so, notify this person as soon as possible.

 

6.   Follow the Interagency Protocol and make a referral to the most appropriate primary assessment agency.

 

7.   Provide a written referral to the primary assessment agency, including internal documentation and information covering the following (if not already covered):

 


Core details

Name and contact details of alleged abuser

Victim’s gender and date of birth

Country of birth

Language spoken, whether an interpreter is needed

Contact details of people of trust or next of kin who are either not the alleged abusers or co-residents

Relevant medical details and known medication

Type and level of disability

Name and contact details of the alleged victim’s General Practitioner and if the GP is informed about or aware of the abusive situation

Support services currently being provided

·      All incidents leading up to the referral

·      A summary of fears and concerns about the alleged victim and abuser including things to look for or issues to consider

·      Warning if there are any firearms, weapons or dangerous dogs on the premises

·      What other services or workers are involved with the client and carer and what their rapport with the client and carer is like

·      Whether the client has consented to an assessment and intervention and a copy of the consent form

·      Advice on whether the client/carer has a good rapport with other worker(s) in their agency or another agency

·      The client’s wishes (if known)

·      Whether an urgent or non-urgent response is requested and the determinants that are present (if an urgent response is requested.)

 

Common Questions in Determining the Most Appropriate Response

 

What is an emergency?

 

An emergency is a situation where:

 

·      An immediate response is needed

·      A serious injury has occurred and the emergency is of a medical nature or life threatening

·      There is a mental health problem and the person is either suicidal or a threat to others

·      There has been an overdose

·      The victim has been evicted or tuned on to the street

·      Contact with an alleged victim has been abruptly terminated (eg a phone connection severed)

·      A breach of the peace is likely to occur (eg violence)

·      There is a hostage situation

·      The victim fears that the abuser’s return is imminent and is frightened

·      The prior history of the case indicates a dangerous situation has developed.

 

What is a “Breach of the Peace”?

 

A breach of the peace is an act or threatened act that:

 

·      Actually harms a person

·      Harms a person’s property in his/her presence

·      Is likely to cause harm

·      Puts a person in fear of such harm being done

 

What are the Police powers of entry?

 

Police have the power to prevent a breach of the peace. If necessary, this includes the use of reasonable force to prevent a breach of the peace or the repeat of one and the power to enter a dwelling for that purpose. The Police can do this when:

 

·      The apprehended breach of the peace is imminent

·      The Police Officer has a reasonable belief that the breach of the peace is imminent

 

A Police Officer can enter a dwelling if she/he believes that a domestic violence offence has recently been, is being or is about to be committed.

 

A Police Officer can get a radio or telephone warrant to gain entry to a premises in order to conduct an investigation when:

 

·      She/he has been denied entry and

·      The Officer suspects or believes that a domestic violence offence has recently being, is being or is about to be committed in the dwelling and

·      It is necessary for the Officer to enter the dwelling to investigate whether a domestic violence offence has been committed or to prevent a domestic violence offence.

 

What happens when the referral is from a community member?

 

An agency may be contacted by a member of the general community concerning a suspected or actual abusive situation. In these instances, it is proposed that the agency contacted:

 

·      Takes down the identifier’s details (if possible)

·      Records information on the alleged victim, such as name and address

·      Provides contact details for, and encourages the identifier to refer to a key assessment agency in the area. If the identifier agrees to contact the assessing agency, the agency contacted should follow-up with the assessing agency to ensure the matter was referred.

·      Offers to contact and refer the matter to a primary assessment agency if the identifier is unwilling to follow through

·      Records the name of the agency to which the matter was referred.

 

What are the signs that access has been granted?

 

It is considered that a client or carer has granted access for further intervention (eg assessment) when:

 

·      The alleged victim has initiated contact and requested support

·      The alleged victim has said that s/he has had enough of the abusive situation

·      Written permission has been given for referral

·      Permission is given by an advocate acting with the knowledge and approval of the alleged victim

·      Permission is given via a trusted service provider acting with the knowledge and approval of the alleged victim

·      Implied consent from the alleged victim (appropriate documentation is required).

 

What happens when access is denied?

 

In some situations, the identifying agency may need to consider one of the following options:

 

·      Contacting the General Practitioner, Geriatrician, Department of Community Services or Aged Care Assessment Team as they may be able to move the person at harm from the situation by using alternative accommodation.

 

·      Refer the case to the Aged Care Assessment Team if the client/carer is already known to the hospital system

 

·      Send the client/carer a package of information on available options and community support services

 

·      Contact the Guardianship Tribunal if the alleged victim of abuse is not thought to be competent

 

·      Refer the case to the Police is the situation is unsafe for the alleged victim (eg criminal offences), such as false imprisonment, theft, fraud), there has been or could be a breach of the peace or a domestic violence offence has been or is about to be committed.

 

·      Attempt to gain access via another trusted person or agency

 

·      Take more time to build rapport and trust and reverse the decision to deny access

 

·      Review what factors, statements or actions triggered the denial and address them.

 

When is a follow up visit appropriate?

 

In some situations, a nominated agency worker may wish to conduct a follow-up visit with the client and carer to:

 

·      Further investigate if, and what type(s) of abuse may be or are occurring

·      Provide information and options to the client, if appropriate

·      Determine if there is a need to refer for assessment

·      Establish rapport with the client and carer to enable access for the assessment team

·      Where possible, gain written consent from the client/carer for further intervention (eg assessment). If the consent is verbal, this should be documented.

 

It is recognised that not all follow up visits are necessary or safe. A follow-up visit (or phone call) may be appropriate in situations where:

 

·      The co-ordinator or nominated person feels there is a need to get more information as it is unclear if there are reasonable grounds to believe that abuse is occurring

·      The co-ordinator or nominated person has the experience and skills to follow-up

·      The client and carer are used to the co-ordinator performing home visits

·      There is no perceived threat of harm to the person doing the visit

·      Requested by the client/carer

·      The identifier left a situation that could get volatile without follow-up

·      The victim seems frightened

 

A follow-up visit may not be appropriate where:

 

·      There are worker safety concerns (referral for assessment must include this information)

·      A visit may inflame the situation

·      The client and carer refuse access for a follow-up visit

·      There are reasonable grounds to suspect abuse is occurring (refer to assessment)

·      It is uncommon for the co-ordinator or nominated person to perform a home visit

·      The co-ordinator or nominated person feels that they do not have the skills, experience or the objectivity to conduct a follow-up visit.

 

Where a follow-up visit is not appropriate and the identifying agency has reasonable grounds to suspect that abuse may be occurring, the agency should make a referral to a primary assessment agency. It is essential to provide the assessment agency with detailed and written information on the situation when referring.

 




 

When is it appropriate to ask for an urgent response?

 

In some circumstances, the identifying agency can request an urgent response from the primary assessment agency. The assessment agency will take this request into account when prioritising the referral against their current case load. When making an urgent referral, always ensure it is the client/carer who is in crisis rather than the agency that is panicking.

 

The following situations are examples where an identifying agency may request an urgent response from a primary assessment agency. An urgent referral may be appropriate where:

 

·      There is potential risk of violence or physical harm to the alleged victim

 

·      There is a risk of a breakdown of the situation or the person

 

·      The client or carer’s distress may escalate so that the person is in danger of self harm or suicide

 

·      There is an immediate breakdown in the client/carer relationship

 

·      There is an imminent event that will suddenly escalate the abuse (eg an alleged abusive person is returning to the household)

 

·      There is a window of opportunity in that access has been obtained but is likely to be revoked

 

·      Either the alleged victim or alleged abuser will disappear or there will be no property or assets left

 

·      The alleged victim is too functionally impaired to meet or has unmet basic needs such as inadequate shelter and food or no electricity

 

·      The carer is threatening to leave or withdraw care and there is a high level of dependency involved

 

·      There are children living in the house and/or the situation is causing a crisis for the immediate family

 

·      Duty of care may be compromised

 

·      Concerns have been expressed by or referrals have come from a number of services.

 

Step Two – Holistic Assessment

 

Guidelines for Primary Assessment Agencies

 

·      It is recognised that in situations involving abuse, assessments are always multi-dimensional and explore the whole picture of the client and/or carer

 

·      In situations involving suspected or actual abuse, assessments should be completed by two suitable qualified and experienced people

 

·      Co-assessment by workers from different agencies is encouraged. The assessment team may need to include specialist workers with expertise in domestic violence, safety, legal issues, medical diagnosis, mental health issues, working with people from different cultures, financial procedures of banks or advocacy

 

·      It is also recommended that assessment teams contact local professionals identified as having specialist knowledge and expertise for support and advice.

 

·      The victim is as involved as possible in decision-making

 

·      Clients/carers have the right to and should be offered the opportunity to have a support person or advocate with them during the assessment

 

·      In cases where an interpreter is needed, accredited interpreters only should be used and interpreting by relatives, carers or friends avoided.

 

Responsibilities of the Primary Assessment Agency

 

The Primary Assessment Agency will be responsible for:

 

·      Identifying the need for an advocate and explaining what this means

 

·      Identifying the need for and arranging co-assessment partners from other agencies

 

·      Conduction a holistic assessment process that identifies client and/or carer needs, service gaps and may seek service delivery information from other agencies

 

·      If possible, confirming the alleged abusive situation

 

·      Determining the nature and extent of the abuse

 

·      Identifying and giving information on available support options aimed at resolving the abusive situation

 

·      Gaining permission for intervention of case management, legal or support services

 

·      Identifying and prioritising client and carer needs

 

·      Identifying and, where appropriate, arranging support services to meet immediate and urgent needs including respite in hospital and/or guardianship orders.

 

·      Developing an interim case plan as a basis for action until a complete plan is done by the primary case manager

 

·      Referring the client/carer to a primary case manager

 

·      Providing advice and back-up to the primary case manager

 

·      Documenting the assessment process and outcomes

 

·      Providing feedback to the source of referral and other stakeholders

 

Procedures in Assessing the Situation

 

Before the Assessment

 

Before the assessment, the team should:

 

·      Have negotiated the composition of the most appropriate assessment team with the identifying agency

 

·      Have an agreed understanding of the purpose of the assessment

 

·      Develop a plan for the assessment

 

·      Decide what role each assessment team member will take and who will work with who

 

·      Decide who takes the lead role in the assessment, if appropriate

 

·      Determine documentation requirements and tools

 

·      Review all documentation on the situation

 

·      Conduct follow-up calls with the identifying agency to determine whether the situation has changed since being referred.

 

During the Assessment

 

During the assessment, the team should:

 

·      Explain the purpose of the assessment

 

·      Do its best to ensure the immediate safety of the alleged victim

 

·      Conduct a holistic needs assessment of the client and carer

 

·      Explore all aspects of the situation from all relevant points of view

 

·      Provide information and options to the client/carer

 

·      Develop an opinion on the competency of the client/carer

 

·      Gain written permission to discuss the situation with relevant agencies. If permission is verbal, this should be documented

 

·      Gain agreement on what further intervention will happen next

 

·      Set a review date

 

·      Document the assessment

 

·      Determine the need for case management in consultation with the client/carer

 

·      Provide the client and carer with a copy of the interim care plan and gain agreement regarding the next steps to be taken.

 

After the Assessment

 

After the assessment the team should:

 

·      Identify specific needs for further legal or support service intervention

 

·      Document a simple, interim care plan, considering immediate follow-up tasks, allocation of responsibilities and making referrals

 

·      If appropriate and with client permission, negotiate a suitable case manager

 

·      Make the initial approach to key intervention agencies with the client/carer’s knowledge and permission

 

·      Determine and negotiate with the most appropriate case management agency

 

·      Take the time to debrief immediately

 

·      If necessary, take time out before moving on to other tasks

 

·      Provide feedback to the referral agency

 

·      Oversee the transition of the case to case management (if required).

 

Primary Assessment Agencies

 

The following agencies have been proposed as primary assessment agencies having the necessary expertise to conduct holistic assessment processes in situations of abuse for the Cabonne, Weddin and Cowra LGAs. Referrals for assessment should be made through one of these agencies.

 

·      Aged Care Assessment Teams (ACAT) in Parkes and Orange. A nursing sister based in Cowra covers the Cowra and Weddin areas. Workers are based in Parkes and Orange and cover Cowra and Cabonne including Molong, Canowindra and Eugowra and areas within Cowra, Weddin and Cabonne Shires.

 

Able to assess older people over 65 years or younger if they have an age related illness, Aboriginal men over 45 years, Aboriginal women over 50 years, younger people with age related disorders or functional disabilities who may be eligible for hostel or nursing home care. In some areas, ACAT may be able to assess or arrange an assessment by a rehabilitation specialist for other younger people with physical disabilities if no other service is available.

 

·      Department of Community Services – Central West Area Office in Orange including a Community Support Team, Community Support Workers located in both Cowra and Orange.

 

Holistic assessment for younger people (16-65 years) with moderate to severe intellectual disabilities and their carers. In some areas, the team may be able to assess people with a mild intellectual disability when another complex factor (eg dual diagnosis) is present.

 

·      Mental Health Teams – Located at Orange, Cowra, Forbes and Parkes and provide services in Cowra, Weddin and Cabonne.

 

People under 65 years with a mental health problem, with a history of mental illness, with a diagnosed mental illness or people who are suicidal. Usually not able to assess older people even if they have a psychiatric history, people with dementia or organic brain damage, people with dual diagnosis or people with personality disorders. This will need to be confirmed with local mental health teams.

 

·      District and Community Nurses – located in Hospitals and Community Health Centres in all main towns in the Mid Western Area, ie in Cowra, Grenfell, Canowindra and Molong.

 

Particularly in rural and isolated areas, Community Nurses may be able to assess actual or potential situations of abuse. Able to assess people with a health problem, including the HACC target group.

 

·      Community Options

 

This agency provides holistic assessment in situations of abuse, particularly in remote areas, for people who are frail aged, have disabilities and their carers.

 

·      NSW Police Service

 

For situations involving a serious crime (eg, assault, theft, fraud), criminal investigations or legal action, domestic violence, AVOs, self neglect and forced removals, local police should be informed. Domestic Violence and Community Safety Officers may be contacted in cases of sexual assault and domestic violence for guidance and support.

 

·      Sexual Assault Team – Attached to major hospitals ie Cowra, Orange and can be contacted through Community Health Centres for situations involving sexual abuse.

 

·      Hospital Social Workers and Psychologists – Cowra, Orange, Grenfell and can be contacted through Community Health Centres. For assessing those clients and carers in the hospital system.

 

·      Drug and Alcohol Workers – Orange, Cowra, Canowindra, Molong, Grenfell, Forbes and Parkes Community Health Centres or can be contacted through other Community Health Centres.

 

Specialists in working with clients and carers where alcohol or drug issues are present.

 

·      Brain Injury Rehabilitation Program – Outreach worker for Cowra, Weddin and Cabonne is located in Orange through Bathurst Rehabilitation Centre.

 

Able to assess people of working age, 18-60 years with a traumatic brain injury not drug or alcohol related.

 

·      GPs

 

May assess situations of abuse, if agreeable, particularly where the GP has a good rapport with the client and carer.

 

·      Family Support Services – Cowra (also servicing Canowindra and Grenfell), Parkes (servicing Eugowra and Manildra) and Orange (servicing Molong).

 

This organisation may have the ability to assess situations of suspected or actual abuse.

 

·      Aboriginal Services – may assist in either assessing, or arranging for an assessment involving Aboriginal and Torres Strait Islander people.

 

Cowra – Weigelli (including a Drug and Alcohol rehab’ worker and Psychologist) and the Aboriginal Legal Service

 

Aboriginal Health Worker, Family Support and Access Workers at Orange and Cowra.

 

·      Centrelink – Social Work Team located in Cowra and Orange

 

Can assess situations of financial abuse and may provide contacts for interpreters when working with clients and carers from a non English speaking background.

 

·      Community Aged Care Packages co-ordinators

 

May be able to assess situations of abuse if the client and carer are recipients of a CACP.

 

·      Legal Services

 

Local Court of Petty Sessions in Orange and Cowra and Redfern Legal Centre may provide advice on legal interventions, particularly the latter in regards to people with a disability.

 

Step Three – Case Management

 

Responsibilities of the Case Manager

 

The Case Manager is responsible for:

 

·      Revising the interim care plan with the client/carer and support services to develop a medium to longer term care plan

 

·      Working with the client to determine goals and strategies to reach goals

 

·      On-going monitoring of the case

 

·      Co-ordinating and evaluating the provision of appropriate services

 

·      Liaising with the client regarding satisfaction with the situation

 

·      Acting as the focal point for feedback from other service providers

 

·      Managing budgetary constraints, where the case manager works for a brokerage service, such as Community Options

 

·      Advocating on behalf of the client or carer, with permission and where appropriate

 

·      Responding to any new developments or changes in the situation and refining the care plan

 

·      Negotiating changes in service provision

 

·      Organising the case conference, if complex needs emerge

 

·      Providing feedback to the assessment team and identifying agency

 

·      Arranging the chairing of case conferences, if needed

 

·      Liaison and referral

 

Questions in Case Management

 

When is case management needed?

 

It is suggested that a case plan, or case management will be required where:

 

·      A range of services are involved

·      There is an assessed on-going need

·      The client/carer is unable to manage

·      There is a need for co-ordination of services

·      The client/carer is not competent

·      There is no service provider or trusted other to monitor the situation

·      There is a mixture of HACC and non HACC services involved

·      The situation is complex with many issues, regardless of the number of services involved

·      The client/carer is a person from a non-English speaking background or an Aboriginal or Torres Strait Islander person who needs assistance with communication and/or dealing with intervention and support agencies

·      The client/carer chooses to have a case plan developed

·      There is divergence of views between the client and carer.

 

When may case management not be appropriate?

 

It is proposed that a case plan or case management may not be required where:

 

·      The client/carer does not want case management

·      The assessment team do not identify the need for case management

·      The initial response and interim services put in place are enough to stop the abuse

·      The client/carer is deemed competent and is confident in managing their own situation

·      The family is supportive and willing to take on the case management role, provided they are not committing the abuse

·      There are no safety issues

·      The client/carer refuses intervention, with the Assessment Team having exhausted all avenues of support

·      Triggering factors to the abuse were transient and are resolved.

 

Can priority access to services be requested?

 

In some instances the Case Manager/Key Worker and/or the Assessment Team may request priority access to a service to address the abuse situation. This means that the service either accepts the client/carer immediately if possible, or places them at the top of their service’s waiting list.

 

It is proposed that priority access to services be considered where:

 

·      Abuse has actually been identified (more than suspected)

·      The service referred to is the only one the client and carer will take

·      The victim is not competent

·      The introduction of the service does not increase the risk to the victim’s safety

·      The abuse situation involves illegality and must be promptly responded to

·      There is a goal and outcome for service already identified

 

Case Management Agencies

 

Often, the agency that either provides the most service and/or has the best rapport with the client and carer is most likely to undertake the case management role. The following agencies may be able to provide case management services to clients and carers in abuse situations:

 

Central West Community Options – HACC target group situations where people have complex care needs. The project has brokerage funds to purchase individualised services and services Weddin, Cowra and Cabonne.

 

·      Home Care – only where Home Care is providing the majority of services.

 

·      Community Nursing – where health issues are prominent or are the only service provider.

 

·      Department of Community Services Community Support Team – where the Team is the agency that has the highest level of involvement in the situation, otherwise a referral would be made to another service. The team will continue to provide support.

 

·      CACP co-ordinators – if they are the only service involved.

 

·      Private Nursing Services – if they are the primary service provider for the client/carer. Their capacity to provide case management is agreed to on an individual basis.

 

·      Community Access and Support Service – for people with an acquired brain injury living in the community, up to 50 years of age.

 

·      Post School Options – for school leavers with a moderate to severe intellectual disability.

 

·      Mental Health Team – short term where a person has a mental illness.

 

·      General Practitioners – for cases where they are the only service provider and where the GP agrees to provide individual case management.

 

·      Aged Care Assessment Teams – for older people and their carers. ACATs generally have limited capacity for case management though can sometimes act as case managers for an interim period until a longer term case manager is appointed.

 

·      Agencies providing the majority of services to a client or carer as long as all parties are agreeable and the service provider has the necessary skills in case management.

 

Remote Areas Draft Interagency Protocol in Practice

 

This section describes how a Interagency Protocol on Abuse may be adapted for remote rural areas where there are fewer services available.

 

Step One – Identifying the Situation

 

Paid or unpaid staff at any agency providing support services to older people, younger people with disabilities or their carers can identify situations of potential, suspected or actual abuse of clients and carers.

 

Responsibilities of the Identifying Agency

 

An agency identifying a potential or actual situation of abuse is to follow the “Overall Responsibilities of the Identifying Agency” section, outlined in Step One of the Protocol.

 

Step Two – Co-ordinating and Advising on the Situation

 

The identifying agency contacts either the closest primary assessment agency (Aged Care Assessment Team, Community Nurse or Department of Community Services) about the suspected or actual situation of abuse. The agency contacted will depend on where the client/carer lives and whether the client/carer is aged or disabled.

 

The role of the primary assessment agency in this stage of the protocol is to:

 

·      Advise the identifying agency on ways they could address the situation, if the case is not considered complex

·      Identify other services involved with the client and carer

·      Refer the case to the agency most appropriate to assess the situation

·      Consult with any appropriate committees for complex cases, or those cases needing specialist input

·      Ensure that assessment is followed through.

 

Step Three –Assessing the Situation

 

Depending on where the client and carer live, and their needs, potential assessing agencies in surrounding areas include:

 

·      Mental Health Team (Community Health)

·      Sexual Assault Workers

·      Disability Organisations

·      Department of Community Services

·      GP’s

·      Centrelink

·      NESB Organisations

·      Community Options

·      Aboriginal and Torres Strait Islander Organisations

·      Aged Care Assessment Team

·      Community Nurses

 

Roles and Responsibilities of the Assessment Team

 

It is proposed that the Assessment Team follows the “Guidelines” and “Responsibilities of the Primary Assessment Agency” sections, outlined in Step Two of the sample Protocol document.

 

Documentation

 

It is proposed that the Assessment Team have the following documentation for the assessment:

 

·      A referral (CIARR) form used by all agencies in the Surrounding Areas

·      A checklist to be completed on assessment. This could be merged with existing forms.

 

Step Four – Managing the Situation

 

After the assessment has been conducted, the assessing agency should determine whether case management is required, as outlined in the section, “Questions in Case Management” in the sample Protocol. Again, the case management agency will depend on service availability in the area and the agency that provides the most service to, and/or has the best rapport with the client and carer.

 

Agencies in surrounding areas that may undertake a case manager role include:

 

·      Aged Care Assessment Team – for older people and their carers

·      Department of Community Services – for people with a disability

·      Community Options – for HACC target group

·      Community and District Nurses

·      Community Aged Care Package (CACP) Co-ordinators – for cases where the client/carer receive a CACP

·      Mental Health Team – where mental illness of the client and/or carer is involved

·      NESB, Aboriginal and Torres Strait Islander services

·      Available members of Community Health Teams (Social Workers, Psychologists)

·      Home Care – where they provide the majority of services.

 

Mid Western Health Area – Pool Of Trainers on Abuse

 

The following people completed the Trainer’s Program in the workshop series on responding to abuse of clients and carers. These people have access to all the training resources and can deliver training on the issue. Contact them directly for further information. Requests for provision of training will be negotiated on a case by case basis.

 

·      Merlene James, Cabonne Council HACC Services, 02 6344 1199

·      Margaret Harrigan, Cowra/Grenfell Meals on Wheels, 02 6342 4165

·      Liz Sewell, Mid Western Brain Injury Rehabilitation Program, 02 6331 3477


 

Carriage of Mobility Aids & Goods on Vehicles Policy

Industry Standard FLT2: Load & Unload Vehicles

Cabonne Community Transport is committed to ensuring the safety and comfort of all its team members and passengers and recognises the dangers presented by incorrectly or poorly stowed items upon it’s vehicles.

In consideration of the fact the following procedures shall apply:

1.   No item shall be carried upon a Community Transport vehicle in a manner, which will allow it to become a missile within the vehicle in the event of sudden deceleration (eg an accident)

2.   No item shall be carried upon a Community Transport Vehicle in a manner, which will allow it to block an entrance, exit, aisle or emergency exit.

3.   Wherever practicable, items will be carried within designated storage bins or lockers.

4.   Mobility aids which can not be appropriately secured within a vehicle (eg pavement vehicles) shall not be carried within a passenger compartment.

5.   Where mobility aids exceed the safe working load of a Community Transport Vehicle’s passenger/wheelchair lift, they shall not be carried


 

Use of Seatbelts & Vehicle Safety Equipment Policy

Industry Standard SAF3/5: Enforce Seatbelt & Passenger Restraint Policy

Cabonne Community Transport is committed to ensuring the safety and comfort of all its passengers and recognises the essential function of passenger safety equipment in this area. Community Transport shall therefore equip all its vehicles with safety equipment appropriate to the needs of passengers.

In consideration of these facts the following procedres shall apply:

1.   All passengers and staff/volunteers, except where a valid medical exemption is provided, are required utilise appropriate safety equipment which may include seatbelts, child seats, child harnesses or wheelchair restraints;

2.   Wherever practicable, staff/volunteers shall be responsible for ensuring prior to service commencement that passenger safety equipment appropriate to the safety needs of each passenger is :

Ÿ Available in sufficient quantity

Ÿ Clean and in good working order

3.   Team members shall be responsible for ensuring that all appropriate safety equipment is utilised by passengers and is correctly fitted and secured.

4.   When people travel in weelchairs:

Ÿ The wheelchair will be appropriately secured

Ÿ The passenger shall be restrained independently of the wheelchair

 

5.   Staff/volunteers shall be respnsible for ensuring that all passenger safety equipment is safely and neatly secured within vehicles when not in use.


 

Vehicle Emergencies Policy

Industry Standard SAF5: Apply Vehicle Emergency Procedures

Vehicle Breakdowns

Despite Cabonne Community Transport’s best efforts, vehicles do from time to time suffer from mechanical breakdowns. Mechanical breakdowns may include both faults, which may render a vehicle inoperable, and faults which, which may render a vehicle unsafe. In such cases, ensuring the safety and comfort of Community Transport passengers, and affecting a swift return to normal service are our highest priorities.

In view of this fact, the following procedures shall apply:

On the Service

1.   In the event of a mechanical breakdown immediate action will be taken by staff/volunteers to minimise danger to passengers and to ensure their comfort, such action shall include:

Ÿ Moving the vehicle to a safe position (away from traffic) where possible;

Ÿ Where the vehicle cannot be moved, assisting passengers to move to a safe location;

Ÿ Utilising appropriate safety equipment to minimise risk;

Ÿ Monitoring the wellbeing of passengers;

Ÿ Keeping passengers informed of developments

 

2.   Any Community Transport vehicle, which has developed a mechanical fault, which renders it unroadworthy, shall be withdrawn from service until the fault has been rectified and inspected by an authorised vehicle repairer.

3.   The Coordinator or nominated staff/volunteers shall be notified of the breakdown as soon as is practicable and then kept informed of any further developments.

4.   Where the Coordinator or a nominated staff/volunteers cannot be contacted, team member/s delivering the service shall, utilising the Emergency Contacts listed in the vehicle information log, determine a course of action leading to:

Ÿ Passengers being conveyed safely to their destinations;

Ÿ The vehicle being recovered and conveyed to an appropriate repair facility;

Ÿ Obtaining a relief vehicle where necessary.

In the Community Transport Office

1.   Where alternate transport is organised to convey passengers to their destination, every effort shall be made to ensure that it is suited to the mobility needs of those passengers.

2.   All vehicle breakdowns shall be recorded in the Community Transport Accident , Incident & Hazard Report Book.

3.   Destination/venue, next of kin, family, carers and/or ‘emergency contacts’ will be contacted where significant delays of service will affect expected arrival plans or arrangements.

 

Vehicle Accidents

In the event of a road traffic accident involving a vehicle delivering a Cabonne Community Transport service, the highest priority is to ensure the safety of passengers and team members. Minimising risk to the general public and observing legal obligations are also important considerations.

In view of this fact, the following procedures shall apply:

On the Service

1.   In the event of an accident however minor, the vehicle should be immediately and safely stopped.

2.   Whee an accident has been very minor and involved no other person or damage to third party property, the vehicle should be checked for damage and/or roadworthiness before proceeding.

3.   Where the accident is more significant, staff/volunteers shall take all necessary steps to minimise risk to themselves, passengers and other road users, including:

Ÿ Moving passengers to safety where necessary and appropriate, and

Ÿ Clearing the roadway of debris where safe to do so.

4.   The safety and wellbeing of all passengers will be assessed and monitored at all times.

5.   First aid will be administered to best ability wherever required.

6.   The Ambulance Service and Police shall be contacted immediately where required.

7.   The Coordinator or nominated staff/volunteers shall be notified of the accident as soon as is practicable.

8.   Names and contact details of witnesses will be obtained wherever possible.

9.   If another vehicle is involved, a record of the following information shall be obtained:

Ÿ The owner’s name, address and telephone number;

Ÿ The driver’s name, address and driving licence number or other identifications;

Ÿ The name of the owner’s insurance company

Ÿ The make, type and registration number of the vehicle.

10.  The Cabonne Community Transport Driver should identify his/herself to the other driver, together with your name, address and registration number.

11.  If the police attend team members shall:

Ÿ Provide all relevant information about themselves and other parties (including the other driver where appropriate);

Ÿ Obtain and keep a record of the attending police officer’s name, rank, number and station.

12.  No Cabonne Community Transport staff/volunteers shall admit liability for an accident or make statements or comments which may be interpreted as an admission of liability. Staff/volunteers should not discuss the accident with anyone other than the police, the Coordinator or the Cabonne Community Transport Insurance company representative.

13.  No Cabonne Community Transport staff/volunteers shall react to an accident situation in a manner, which may bring the organisation into disrepute (regardless of perceived fault).

14.  Where the Coordinator or a nominated staff/volunteers cannot be contacted, team members delivering the service shall, utilising the Emergency Contacts listed in the vehicle information log, determine a course of action leading to;

Ÿ Passengers being conveyed safely to their destination;

Ÿ The vehicle being recovered and conveyed to an approved repair facility;

Ÿ Obtaining a relief vehicle where necessary.

In the Community Transport Office

1.   Where alternate transport is utilised to convey passengers to their destination, every effort shall be made to ensure that it is suited to the mobility needs of those passengers.

2.   The next of kin or nominated “emergency contact” of any injured or affected passenger will be contacted and advised of developments.

3.   Destination/venue, next of kin, family, carers and/or “emergency contacts” will be contacted where significant delays of service will affect expected arrival plans or arrangements.

4.   Any Cabonne Community Transport vehicle which, as a result of an accident becomes, or may be unroadworthy, shall be withdrawn from service until the vehicle has been inspected and any damage rectified by an authorised vehicle repairer.

5.   Staff/volunteers shall ensure the prompt completion of all necessary accident/insurance paperwork and the recording of all relevant details of the accident the Community Transport Accident, Incident and Hazard Report Book. Relevant paperwork may include self-reporting forms required by police where damage or injury has occurred and a police officer has not attended the accident.

6.   Counselling and support will be provided where necessary to passengers and staff/volunteers traumatised by any accident involving a Community Transport Service.

 

Accident, Incident and Hazard Report Record

1.   Report Date:

2.   Reported by:

 

3.   Position:

4.   Description:

 

 

 

 

 

5.   Date of Review:

 

6.   Authorised Action:

 

 

 

 

7.   Coordinator’s Signature:

 

 

Lost Property Report Record

1.   Report Date:

2.   Reported by:

 

3.   Position:

4.   Name and Contact Details of owner of item/s:

 

 

 

5.   Description of lost item/s:

 

 

6.   Date, service and time item/s lost:

 

 

7.   When and by whom item/s found:

 

 

8.   Date of item/s returned to owner:

 

 

9.   Signature of team member authorising return of item/s:

 

 

 

 

Found Property Report Record

1.   Report Date:

2.   Reported by:

 

3.   Position:

4.   Name and contact details of finder of item/s:

 

 

 

5.   Description of found item/s:

 

 

6.   Name and contact details of found property claimant:

 

 

7.   Date and details of disposal of found property:

 

 

8.   Signature of team member authorising return or disposal of item/s:

 

 

 

 


 

Passenger Advocates Policy

HACC Objective 7: Advocacy

Industry Standard PAS3: Advocate for Passengers

 

What is an Advocate?

 

An advocate is a person who, with the authority of the passenger, represents the passenger’s interests.

 

Passengers may use an independent advocate of their choice to negotiate on their behalf. This may be a family member, friend, or advocacy service. A team member may also act as an advocate for a passenger.

 

Examples of Cabonne Community Transport team members acting as passenger advocates include:

 

·      Negotiating for medical appointment changes to make travelling arrangements more reasonable;

·      Helping a passenger fill in a form.

·      Client assessment and reviews.

 

Independent advocates will be accepted by Cabonne Community Transport as representing the interests of the passenger.

 

Advocates may be used during any communications between passengers and the organisation.

 

Procedure for appointing an Advocate

 

Passengers wishing to use an independent person or a team member as an advocate should, wherever possible, inform Cabonne Community Transport in writing of the name of the person they wish to negotiate on their behalf.

 

The passenger has the right to change an advocate at any time and should inform Cabonne Community Transport in writing of any change.

 

Team members should ensure passengers are aware of their right to use an advocate, and should regularly remind passengers of this option. This information should be included in the Passengers’ Information Hand Out.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Passenger Complaints Policy

HACC Objective 6: Complaints & Disputes

HACC Objective 7: Advocacy

Industry Standard OPS9: Apply Evaluation & Quality Assurance Arrangements

 

Feedback from passenger’s needs and for planning appropriate services. An important source of feedback is passenger complaints and these are welcomed and encouraged by Cabonne Community Transport.

 

All passengers should be made aware of their right to complain, and should fully understand the complaints procedure and the use and availability of advocates.

 

Passengers have a right to complain about the service they are receiving without fear of retribution and can expect complaints to be dealt with promptly.

 

Appropriate team members should take steps to ensure that passengers feel comfortable to continue accessing the service after making a complaint.

 

Information on the Complaints Procedure of Cabonne Community Transport should be included in the Passengers Information Hand Out.

 

Any passenger has the right to use an advocate of their choice to negotiate on their behalf with the team members of Cabonne Community Transport. This may be a family member or friend, or an appropriate external agency.

 

 

All complaints are to be fully documented by an authorised team member and should be summarised within the Manager/Coordinator’s monthly report to the Management Body.

 

Person/s affected by the complaint should be fully informed of all facts and given the opportunity to put their case.

 

Complaints Procedure

 

Step 1

 

Passengers are encouraged to raise their complaint with the team member or passenger concerned in the first instance if they feel comfortable about doing this.

 

Step 2

 

If the passenger is not satisfied with the outcome of step one, or is not happy to discuss the issue with the team member concerned, they should contact the Manager/Coordinator, or use an advocate to negotiate on their behalf.

 

Step 3

 

If the issue is still not satisfactorily resolved, the passenger should raise the issue with a member of the Management Body or a nominated outside intermediary.

 

Step 4

 

If after approaching the above people, the issue is still not resolved, the passenger should refer the complaint to the:

 

The Manager

Accessible Transport Section

NSW Department of Transport

Devonshire Street

Surry Hills 2010

Phone: 02 916 5260

 

Step 5

 

The passenger should be informed of the outcome of their complaint and asked for their feedback on the complaints procedure.

 

External Incidents and Situations

 

Team members, passengers and or other interested parties, who through the Cabonne Community Transport service or activity become aware of an incident or situation which is beyond the operational scope of the organisation, should immediately report to the Manager/Coordinator who shall then notify an appropriate agency.

 

Cabonne Community Transport team members shall not attempt to resolve, mediate, or become in any way involved in a dispute, conflict or suspected trauma situation unrelated to the organisation’s activities, except where a clear and immediate physical danger to a person is apparent.

 

Confidentiality of Complaints

 

As far as possible, information regarding complaints shall be kept confidential amongst team members and other individuals directly concerned with its resolution. A passenger’s permission should be obtained prior to any information being given to other parties which it may be desirable to involve in order to satisfactorily resolve a complaint.

 

 

 


 

Smoking Control Policy

Industry Standard SAF3/4: Enforce No-Smoking in Vehicles Policy

 

Cabonne Community Transport acknowledges the dangers of both active and passive cigarette smoking to its passengers and team members.

 

Cabonne Community Transport does however also acknowledge that some team members and passengers may either choose to smoke or may be presently unable to overcome the strong addictive properties of nicotine.

 

In consideration of these facts the following shall apply:

 

1.   No team member or passenger shall smoke in the Cabonne Community Transport office or upon any vehicle being used to deliver a Cabonne Community Transport Service.

 

2.   No team member shall have a “cigarette break” which results in any danger to a passenger, team member or member of the general public (eg. Leaving vulnerable passengers unattended).

 

3.   Arrangements shall be made to provide reasonable “cigarette breaks” for both passengers and team members where the lack of such “cigarette breaks” may effect the efficient delivery and/or receipt of safe and comfortable services.

 

NB. Lingering cigarette smoke can be a major source of distress to people with respiratory illness. For this reason:

 

SMOKING IS PROHIBITED WITHIN CABONNE COMMUNITY TRANSPORT VEHICLES AT ALL TIMES.

 


 

General Workplace Safety Policy

          HACC Objective 3: Efficient and Effective Management

          HACC Objective 4: Co-ordinate, Planned and Reliable Service Delivery

          Industry Standard SAF1: Ensure General Workplace Safety

          Industry Standard OPS10: Ensure the Safe and Legal Operation of Services

          NSW DoT: Community Transport Operator Accreditation Standards

 

Principles for General Safety

 

In all places where Cabonne Community Transport services and activities are undertaken, including offices, vehicles and where possible, destination venues, the following shall apply:

 

1.         All Cabonne Community Transport team members shall apply ‘risk analysis’ processes to all their work activities.

                  

No Cabonne Community Transport team member shall undertake, or be expected to undertake, an activity which, in good faith, they believe may present a hazard to any passenger, team member, member of the general public or private property.

 

It shall be the responsibility of each team member to identify safety hazards and to minimise risk by undertaking alternative courses of action.

 

2.         All hazards, and situations where significant action has been taken to avoid or minimise risk, shall be promptly reported.

 

3.         All recognised hazards shall be marked by clear and unambiguous warning signs.      

 

4.         Appropriate safety equipment, including first aid kits, universal precautions kits and fire extinguishers, shall be made available and their location and purpose shall be marked by clear and unambiguous signs.

 

          5.       Emergency exits shall be marked by clear and unambiguous signs.

 

6.         Appropriate training shall be provided to all team members who are or may be required to use specialist equipment or technology in their work.

 

7.         Appropriate training shall be provided to all team members who are or may be required to undertake manual handling activities in their work.

 

8.         An Accident, Incident and Hazard Report Book shall be maintained by Cabonne Community Transport and its contents reviewed at each Advisory Committee Meeting.

 

          Risk Analysis

 

The principles of risk analysis underpin Cabonne Community Transport’s approach to maintaining healthy and safe services and workplaces.


The term ‘hazard’ refers to any situation or thing which has the potential to cause harm or injury.

 

The term ‘risk’ refers to a likelihood of harm or injury actually occurring.

 

The term ‘risk analysis’ refers to a process where:

 

1.         Hazards associated with Cabonne Community Transport’s activities are identified;

 

          2.       Risk to the health and wellbeing of team members and passengers is assessed;

 

          3.       Risks are controlled so as to be either avoided or minimised.

 

All Cabonne Community Transport team members are responsible for identifying hazards and risks and for taking all reasonable steps to avoid harm or injury occurring in any aspect of Cabonne Community Transport’s activities.

 

          Accident and Hazard Identification and Reporting

 

In order to maintain an appropriately safe workplace, team members shall ensure that all accidents, hazards and incidents with safety implications are promptly and fully reported, both verbally to the Coordinator and in written form within the Cabonne Community Transport Accident, Incident and Hazard Report Book.

 

Reportable incidents include any aspect of Cabonne Community Transport’s activities, operations or workplaces where there has been or is:

 

·      An accident which has resulted in injury;

·      An accident which has resulted in damage to property;

·      An incident which may have lead to injury or damage to property (near misses);

·      A hazard which may reasonably believe presents a risk to any passenger, team member or other person.

 


 

Email & Internet Usage Policy

Electronic mail (email)

 

1.    Use of electronic mail by Council staff is permitted and encouraged where such use is suitable for business purposes and supports the goals and objectives of Council.

 

2.    Councils e-mail system and the messages sent through it are part of Council’s formal communication network. This means that Council records now include information kept in electronic form.

 

3.    All e-mail messages are recognised as organisational records and shall be properly managed for record keeping purposes. E-mail messages will be incorporated into the Council’s records system if they provide evidence of Council’s business and activities. This will be done by capturing all emails and a copy going to the Records department or designated person.

 

4.    E-mail messages, which become Council records, must be retained in accordance with the approved retention periods listed in the General Disposal Authority – Local Government Records issued by State Records.

 

5.    Access to e-mail is limited to Council staff, or other authorised persons, who have been given a user identification and password. Staff must not give their password to another staff member or member of the public and must not access other staff member’s email without appropriate authority. Unauthorised access to programs or information may result in disciplinary action.

 

6.    The e-mail system is part of Council’s computer network and all the information processed, transmitted or stored in the system is the property of Council.

 

7.    E-mail is a business tool. Staff must make sure that all e-mail messages are brief, concise and business related and are kept in the system only as long as required.

 

8.    E-mail messages that are retained, as Council records are accessible to the public under Freedom of Information, Government Information ( Public Access) and Privacy legislation.

 

9.    E-mail systems should not be assumed to be secure. Staff must be aware of the potential risks involved in sending confidential or sensitive information by e-mail.

 

10.   Council’s policy on Equal Employment Opportunity Policy and Code of Conduct for staff, councillors and delegates apply to communications undertaken by electronic mail.

 

11.   Council reserves the right to limit the size of individual electronic mail sent and received to preserve the efficiency of the system. It may be reviewed from time to time.

 

12.   Access to the service will be terminated when the user ceases to be an employee.

 

13.   Workers using Council’s information systems and/or the Internet should realise that their communications are not automatically protected from viewing by third parties. Unless encryption is used, workers should not send information over the Internet if they consider it to be private. Hackers can intercept and read messages that are not encrypted.

 

14.   At any time and without prior notice, Council management reserves the right to monitor e-mail, personal file directories, and other information stored on Council’s computers. This monitoring assures compliance with internal policies, supports the performance of internal investigations, and assists with the system management, system maintenance and document management systems.

 

15.   All employees who have access to e-mail will be required to sign an acknowledgement of receiving a copy of this policy and adhere to the provisions.

 

Procedures for the use of electronic mail

 

1.    E-mail should be treated with the same significance as a signed letter. Your password and the ability for you to send an e-mail message has the same authority as signed correspondence.

 

2.    Each employee should access e-mail at least once a day with access to a networked personal computer. Any unwanted e-mail should be deleted.

 

3.    Staff can maintain their own contact list.

 

4.    Personal or private information such as personal notes or invitations, staff appraisals or job applications should not be included in an e-mail message because it could be read by, or misdirected to, unauthorised persons. Messages may also continue to exist long after the sender has deleted them. Deletion eliminates the message or file name from your computer directory but the information itself exists in the back up system until it has been overwritten.

 

5.    Staff are reminded the Council retains the right to monitor any and all incoming or outgoing e-mail messages.

 

6.    E-mail should be used with the assumption that messages will be read by someone other than the intended recipient.

 

7.    All outgoing e-mails will have the following disclosure clauses attached to them.

 

Staff should use an “Auto Signature” at the bottom of each message in the Standard Council format. Contact the System Administrator to be shown how to do this. 

 

“This message is intended for the addressee named and may contain confidential information. If you are not the intended recipient, please delete it and notify the sender.

Views expressed in this message are those of the individual sender, and are not necessarily the views of Cabonne Council unless otherwise stated.

For the purposes of the Copyright Act, the permission of the holder of copyright,  in this communication may be taken to have been granted,  unless stated otherwise,  for the copying or forwarding of this message,  as long as both the content of this communication and the purpose for which it is copied or forwarded are work related.”

8.    If you send an e-mail message with a Council document as an attachment, you must note in the e-mail message, details of the source of the document in the attachment. These details should include the addressee, the sender and the date and time of dispatch and receipt.

 

9.    Do not send an e-mail message which must be acted upon that day without first contacting the recipient by telephone and advising them of the situation.

 

10.   Do not forward someone else’s e-mail without prior permission of the original sender.

 

11.   If you receive e-mail or attachments wrongly sent, inform the sender promptly and delete the message or attachment.

 

12.   Remember that e-mail is admissible as evidence in court so use good judgement and think carefully about what you write.

 

13.   Make sure you follow e-mail etiquette. Keep the message polite and don’t write in upper case as this is considered as “shouting”. Only send information that is of value to the receiver and don’t make messages High Priority unless they are truly urgent.

 

14.   E-mail messages must not include any references to pornographic material or any information, which is in any way racist or discriminatory. This type of e-mail will result in disciplinary action.

 

15.   Avoid making statements in an e-mail message, which may be perceived, as being ill considered, uninformed or offensive.

 

16.   Avoid making statements in an e-mail message about someone if you would not make the statement face-to-face with the person or write it in a memo.

 

17.   Users of electronic mail must be aware that electronic mail is subject to the full range of laws applying to other communications, including copyright, breach of confidence, defamation, privacy, contempt of court, harassment, and criminal laws.

 

18.   Users may solicit mail on a particular topic by subscribing to a mailing list from which they can also unsubscribe at any time.

 

19.   Staff who are on leave must organise for their e-mail to be redirected to another member of staff who is available during the period of leave. The redirection shall be authorised by the appropriate Manager or Director.

 

20.   Any user aware of the misuse of electronic mail has the responsibility to report it to their direct supervisor, Director or General Manager.

 

21.   Staff are to be conscious of the fact that attachments may contain viruses, which may affect the integrity of Council’s network. Council has installed the necessary anti-virus software on the network to detect any viruses but staff are to remain aware of the fact that new viruses are created every day and that there may be instances where a virus may go undetected. Accordingly, any suspicious e-mails received should not be opened and immediately reported to the IT Department for the appropriate action to be taken.

 

Internet – Access and Use

 

1.    Use of the Internet by Council staff is permitted and encouraged where such use is suitable for business purposes and supports the goals and objectives of Council.

 

2.    Internet access will be provided to staff only when the appropriate Director and the Director of Finance and Corporate Services signs the Internet Access Authority Form.

 

3.    Internet access will be for Council business purposes only. Internet access should be restricted to Council business and should not be used for private purposes.

 

4.    Access to Internet is limited to Council staff, or other authorised persons, who have been given a user identification and password. Staff must not give their password to another staff member or member of the public and must not access other staff member’s email without appropriate authority. Unauthorised access to programs or information will result in disciplinary action.

 

5.    Each Internet session will be as brief as possible.

 

6.    Users will not access the Internet using the Council’s access via any facility other than that provided by Council.

 

7.    Users will not upload, download or transmit commercial software or copyrighted materials without the authority of the owner of the software or material.

 

8.    Users will not reveal or publicise confidential information.

 

9.    Users will not examine, change or use another person’s files, output or user name without explicit authorisation.

 

10.   All Internet sessions will be tracked by and an audit log of sites visited and data downloaded will be maintained and may be monitored.

 

11.   Council reserves the right to implement Internet access filtering software to ban accesses to sites which are considered inappropriate.

 

12.   Employees must avoid accessing inappropriate, non-business related sites that include pornographic material or any information, which is any way racist or discriminatory. Such behaviour will result in disciplinary action.

 

13.   All users should be aware that Council’s Code of Conduct for staff, councillors and delegates and Council’s Equal Employment Policy, apply to Internet access and usage.

 

14.   All employees who have been granted internet access will be required to sign an acknowledgement of receiving a copy of this policy and adhere to the provisions.

 

15.  Any user aware of the misuse of internet access has a responsibility to report it to their Direct Supervisor, Director or the General Manager.


Item 11 Community Services Committee Meeting 5 February 2013

Item 11 - Annexure 1