HAPPIER CARE EMPLOYEES HANDBOOK
HAPPIER CARE EMPLOYEES HANDBOOK Page 2 of 63
HAPPIER CARE EMPLOYEES HANDBOOK TABLE OF CONTENTS INTRODUCTION 1 ABOUT THE COMPANY 3 OUR GOALS 7 TAKE CARE OF OUR CUSTOMERS 10 WHAT ITS LIKE TO WORK AT HAPPIER CARE 13 PRIORITISING THE CUSTOMER 24 OUR SERVICE POLICY SCHEME 27 OUR CUSTOMERS WELL BEING IS OUR TOP PRIORITY 35 THE SERVICES WE PROVIDE 47 AGREEMENT PROCEDURE 56 INFORMATION DETAILS 58 ADDITIONAL NOTES: 60 Page 3 of 63
HAPPIER CARE EMPLOYEES HANDBOOK INTRODUCTION It is our pleasure to welcome you into the Happier Care family. Here, at Happier Care, it does not matter how long you have been with us, whether it has been a few weeks, months or years, you will always remain an important member of our team. Our teams are filled with professionals who have been trained to make our customers feel at ease throughout their experience here at Happier Care. For us, until and unless our customers are satisfied, our work is not done and for this purpose, we keep faith in our staff members to be diligent at all times to give our customers a great experience. We consider this an ideal time to join our Happier Care community as we are slowly growing larger and larger and have our arms open for whoever would want to join us. We expect our staff to take this job as a challenge, one which has its rewards, as well and for that, you would have to pursue all the opportunities at hand. Be sure to thoroughly go through this handbook as it has all the details which you would need. We expect your positive contribution to our customer care policy. Page 1 of 63
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HAPPIER CARE EMPLOYEES HANDBOOK ABOUT THE COMPANY Throughout Australia, we, at Happy Care, aim to provide our customers with a variety of services such as ones where our customers get to rest independently at their homes without any worry, with the help of in-home services and aid for the disabled or elderly aged. We have a passion for giving our customers a choice to stay connected with the members of their local communities. Our main goal is to bring a positive impact on the lives of our customers so they can have the feeling of safety and that they are being looked after. All of our offices are operated within the local community, each office employs their own staff members to provide a quick responsive unit which is always ready to solve our customers queries at all times making sure all of their needs are fulfilled. Each of our employees are trained to make our customers feel right at home making sure that the customer is always at ease and asks all of their questions with the intent of receiving a positive response. The customer is always our top priority and we always make sure they are respected and they receive top notch quality. Page 3 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Who We Are Happier Care and all of our team members work to make the lives of people much simpler and encourage them to achieve their goals. All of our hard work goes to making our customers feel valued through efforts such as trustworthy, responsive and easily accessible. Uniqueness of Happier Care We at Happier Care are known for delivering consistent results where our customers remain satisfied every time. This is all possible due to our exceptional team members who work hard to ensure the customer is always content. The Strong Team We at Happier Care focus on building strong ties between our team members to create a great form of cooperation. It is because of how our team members support each other that they are capable of delivering such excellent results. We make sure to have our strategies planned out where working together at all times is part of our policy. Happier Care believes in being reliable and supportive because our staff helps build up the confidence and morale of our customers for them to take control of their lives. Our organization works around the principle of looking out for our customers, making sure they are at ease the whole time. What We Look Forward To Our aim is to make Happier Care available for more and more people for a better lifestyle. Our Mission To make the lives of elderly aged, disabled, exceptional and personalized in-home and the support of the community type of service which would help in adding more value in their lives. Our Commitments ● Enhancing the lives of those who wish to access community care. Page 4 of 63
HAPPIER CARE EMPLOYEES HANDBOOK ● We offer a variety of choices with complete control. ● Creating a network from multiple support services. ● Directing a skilled team who work hard and tirelessly. ● Working together to help enhance the community. The Services We Provide The Happier Care team provides a wide array of services in the lines of in-home and community support services; some of which include: Social Support We offer our customers support in social activities which take place in all sorts of gatherings Travelling Support Aid in travelling to and/from events as well as aid in mobility during events Outside Services Helping the customers with their shopping or appointments Domestic Aid Helping out inside the house-hold with activities such as cooking, cleaning, washing clothing materials and of the sort Personal Assistance Aiding the customer with their personal hygiene such as bathing, showering etc. Complex Assistance Aiding the customer with their bowel care, enteral feeding and more of the sort. Nursing Aid The aid of qualified nurses who will aid with the customers health assistance, this includes help in recovery of wounds, bandaging, medication management and more. Page 5 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Allied Health Help in rehabilitation such as physiotherapy, speech pathology or podiatry. More in depth details about our services can be seen on page 67, you will receive a work schedule where all your appointments will be noted. If a customer asks for assistance which you do not provide, you are to inform your coordinator. If you are not completely sure about what services you are to be providing, contact your coordinator. Page 6 of 63
HAPPIER CARE EMPLOYEES HANDBOOK OUR GOALS The Happier Care team understands that the key to good customer service is a great service providing team. Once you start working at the Happier Care team it means you are now part of a hard working dedicated team who we believe have the capabilities of handling our customers in the best way possible and it is for this reason why we care for our employees so much. We at Happier Care have a reputation for having a renowned support service. All of our team members have our constant support from the very beginning so they are able to deliver quality services. This support goes on until you are with us while you are given the chance to hone your skills. Professional Development Happier Care helps to develop the skills of all of their employees by giving them the opportunity to learn continuously during their time here. Our professional development opportunities and training is offered both online and on the job during team meeting or even at different locations which would be explaining; ● Health and safety at the workplace along with manual handling ● How to present specified topics ● Refresher training ● Professional training to cover specific customer support requirements Our training can also be accessible through an online platform which is available on the happier Care intranet. This online learning platform gives all our employees Page 7 of 63
HAPPIER CARE EMPLOYEES HANDBOOK a vast range of external learning sources which then supports their professional development. Each of our employees receive their own secure login for our intranet portal. Various courses are also available on our learning management system which is an easy way for our staff to learn much After accessing the LMS the staff members can complete various e-learning modules which can help develop their skills. The more training opportunities you are given the more chances you have the further better your skills and increase your knowledge, feedback is also always accepted. Wages The time and attendance is monitored by our mobile scheduling system. You will be paid weekly by following the receipt of your time and attendance record which will then be sent directly into your bank account. Your Payslip will include all the details of your payment via email. Benefits ● Payment weekly ● Earning more than 450$ a month will get you a superannuation ● Public liability coverage and a friendly workplace ● Working hours will be flexible ● Support from coordinators which are based locally ● Access to the employee assistance services ● Social events ● Employee recognition programs ● Professional development in your training Team Meetings Team meetings are done to keep the team members in touch and to keep the coordination working. Here discussions on the betterment of the team is done Page 8 of 63
HAPPIER CARE EMPLOYEES HANDBOOK along with a social get together. These meetings can be done either face-to-face. By telephone or even online. At times a guest speaker is also invited. We look forward to you, a member of the Happy Care team as our reference in the field news. Everyone comes up with great ideas and it is at team meetings where these ideas can be expressed properly. Page 9 of 63
HAPPIER CARE EMPLOYEES HANDBOOK TAKE CARE OF OUR CUSTOMERS Many people come to Happier Care for tasks which vary from simple assistance to even more complex assistance Happier Care service works diligently to make our customers start to feel more independent. Here your tasks will include enabling the customers as well as their family and caregivers as well at times. We work hard to maintain the quality of our services so our customers can rest assured at all times. We understand that all of our customers are unique, each with their own needs which are to be fulfilled. For this purpose we have trained our staff members to understand our customers so it is easier to aid them. Community Home Support Program This is a program which is for the elderly who require assistance to live their lives independently. The needs they require are quite moderate and do not need a complex level of assistance. Disability Services National disability scheme is one of the ways to provide support for those with disabilities. The service aims to make sure the people with disabilities are treated equally and be in complete control of all their choices. Care for The Elderly Our services also include a home care package which is delivered on the basis of consumer directed care. This gives the customer more influence on the services which they are looking to have. Page 10 of 63
HAPPIER CARE EMPLOYEES HANDBOOK The home care package comes in 4 levels which is decided upon how much care the customer requires. Each level has a package which has a different funding behind them as well but customers who can, contribute to their packages themselves. The services focus on the customer’s idea on how they wish to go forth with their lives along with their own personal goals, keeping the customers goals as the main aspect. The customers have the freedom to choose who they want to deliver their services and when. Members of the family and caregivers also have a say in this decision. Brokerage scheme There are many organizations which prefer to use the Happier Care staff for their own customers. We are successful in our work because our team and staff is filled with many capable individuals who care about their customers, not their shifts. In our brokerage model, we focus on delivery quality assistance to our customers so that they are content with the services provided to them. Our team motto is honesty, reliability and promptness which is why we have such successful statistics. Private Customers These are the customers who pay for their own services privately. They choose Happier Care due to our reputation. We have the capabilities to design support programs at an individual level where they can freely design and choose whichever service they want. Department Of Veteran Affairs This department is for veterans, widows and widowers who will be given a wide range of quality health care related to the services they require which also include nursing and in-home services. Page 11 of 63
HAPPIER CARE EMPLOYEES HANDBOOK DVA Community Nursing Program The main aspect of this program is to enhance the health of the customers along with their independence in order to avoid having to go to the hospital early or a residential care unit of the sort. These services are provided by qualified and registered nurses who are highly skilled. Page 12 of 63
HAPPIER CARE EMPLOYEES HANDBOOK WHAT ITS LIKE TO WORK AT HAPPIER CARE Our app Every staff member has the Happier Care app and the core systems at their disposal. These core systems can be accessed through a single source in your regular day role. The Happier Care app can be downloaded from the google play store or apple play store. Happier Care intranet- policies, procedures and forums The Happier Care intranet is the source of information which can be accessed by our staff members through the HC app or web browser. The HC intranet gives an access to the policies, resources, forms and procedures. You can see these on the left hand side of the menu bar on our homepage. It will be subdivided in either human resources, clinical development or service management. Additionally, on the Happier Care office home page you can find key documents which will aid in your day to day service delivery with ease. Through the app you can access; ● The internet ● Learning management system Page 13 of 63
HAPPIER CARE EMPLOYEES HANDBOOK ● Mobility options such as rostering, the customer care service requirements, staff scheduling and even a feedback option. ● Staff newsletters ● Local office sending you notifications ● Employee portal to access customer information Intranet Offers ● The office homepage which includes the local documents ● Happier Care management system ● Accessibility to the roster through the procura portal ● Updates regarding news and events from the office and the network All of the documentations, policies and procedures offered by Happier Care while also including the ones available on the intranet can be amended, withdrawn or even replaced by the Happier Care team in its sole discretion. It does not form any part of the employee’s terms and conditions of employment. It also does not give rise to any contractual entitlements and are for guidance only. All of the documents which are available on the intranet therefore replaces all of the previous policies which were made including all the procedures and the various documents which may have been issued from time to time. The purpose of this handbook is to give the employees at Happier Care a proper understanding of the policies and procedures. The employees can be held for disciplinary action if needed which may include dismissal if they do not observe and follow the rules and procedures in this handbook. If you have any questions about the terms and condition of the employment policy then you can contact your manager or HR team. Your Availability You can change the timings in which you are available through requesting it on your roster. You are to give as much notice as possible for an extended period of time such as holidays or in circumstances where you are unwell or unable to attend. Page 14 of 63
HAPPIER CARE EMPLOYEES HANDBOOK This should be done to create the least amount of impact that could be caused by your absence. It is advised that you not attend events if you are unwell and unable to work. In some of these cases you could be asked for a medical certificate. Your Roster Roster services will be coordinated to you based on your; ● Availability ● Your skills and the experience you hold, qualifications ● Service preference ● Customers choice This roster will be available in real time, once your schedule is made it will then be available on your roster. This can be accessed through the procura portal present in the HC app or through mobility options It is encouraged that before each evening of available days you check your roster. Most of the work you will be receiving will be scheduled but in cases of emergencies, you will be texted or called. If in any case you are willing to try a different type of service, you are to discuss this with your employer. It is your responsibility as a professional member to ● Each time you are scheduled work, you check your roster ● Thoroughly read the customer care plan and the service requirements ● Discuss with your coordinator if there is any part of your service which you are not comfortable with. You should always have a copy of your roster, this can be done by ● Accessing your roster through the HC app or Procura portal ● Keep a printed copy ● Making a recorded schedule on the calendar of your smartphone All of the available customer information, including that which will be available on your roster is to be kept confidential completely. You are to ensure this information cannot be accessed by any other individual including family members. Mutual Respect amongst the Employees Page 15 of 63
HAPPIER CARE EMPLOYEES HANDBOOK We believe highly in teamwork and want all of our team members to work in a respectful manner where they can easily communicate with each other and coordinate all plans of action. If in any case a customer asks you to work for them privately, you are to inform your coordinator right away. You should also inform the customer that all work services are to be done through the Happier Care office. Working as a Happier Care employee has more benefits than having a private allocation. We at Happier Care want our employees to know that they have our support which is why we offer a compulsory superannuation, provide public liability and indemnity insurance, compensations and help in meeting your taxation obligations. Providing private services to a customer goes against the Happier Care policy and would create a conflict of interest which would make it difficult for Happier Care to further provide you with work. Dress Code Happier Care believes in a brand uniform which would help in making our identity more known to the general public. The dress includes; ● A branded Polo Happier Care shirt or a classic shirt. ● Pants, skirts or long shorts in the color black or grey. ● Non slip, enclosed shoes which would have rubber soles for good support and protection. ● Happier Care ID card Non-Branded Dress Code There are times when the customer feels more comfortable seeing the employee in their own clothes than the provided dress. Since you are still representing Happier Care you would have to keep your dress neat, clean and tidy. A few guidelines are given to make sure you still look professional; ● Pants, long trousers, knee-length or 3 quarter shorts or a skirt. ● Plain T-shirt, blouse or a polo shirt ● Modest jewelry ● Simple and appropriate shoes Page 16 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Violation of Dress Codes ● Leggings which are worn and trousers. ● Inappropriate footwear such as high heels, sandals, gumboots or reusable over shoe covers. ● Short skirts. ● Tight clothing’s such as tops or clothing’s which are too short or revealing. ● Clothing’s which have offensive wording or images ● Earrings which are too long could be a safety hazard Presenting yourself When arriving to carry out a service with your positive attitude, always; ● Keep your attire clean and tidy ● Long hair should be tied back ● Jewelry or accessories which could get in the way should be removed ● Fingernails should be short and clean ● Deodorant should be used ● Strong fragrances should be avoided ● Should not smell of tobacco when arriving for a service ● If you have any further questions, contact your coordinator. Identification Card You must wear your ID card since it would help identify you easily. It will have your name and picture on it and is mandatory to wear and have at all times. It will also have your staff code on it. During the orientation you will be given a needlestick and a body fluid exposure procedure with a follow-up. This will be attached to the back of your ID card in case of emergencies. Problems within the organization The Happier Care team looks to create an environment where all sorts of communication can be done to report any form of poor treatment or practices or misconduct in any way. For this purpose, Happier Care has an internal conduct Page 17 of 63
HAPPIER CARE EMPLOYEES HANDBOOK complaints procedure which encourages the employees to ring forth their complaints at the earliest convenience. The internal conduct complaints which would include breaches of the code of conduct or any Happier Care policy can be reported through our ‘speak up’ electronic form which is on our intranet homepage. These reports can be made anonymously and will be dealt with keeping your name not known however we encourage all complaints to be done with the name attached since it can help raise concern and also help with the general investigation for additional information. All the complaints given should only be genuine and be completely factual. These grievances should be dealt with in accordance to the Happier Care procedure. Code of Conduct Happier Care believes in complete honesty, equality and a history of integrity which we plan to uphold. We not only respect but also encourage all the rights of our customers to live independently and choose their own care services or direct their freedom in whatever way they wish to do so. We have mutual respect with our partners and our brokers. We have different partnerships with brokerages but we do not in any way make the customer choose or change their service provider. Happier Care staff members follow and maintain the code of conduct and deliver the support of NDIS to; ● Respect the rights and individuality of the customers so they can make their own choices in accordance to the law. ● Be respectful of people’s privacy especially those with disabilities ● The support provided must be done in a safe and competent manner ● Be honest and transparent throughout to uphold your integrity. ● Steps are to be taken to avoid and prevent all sorts of violence and abuse to people with disabilities ● All steps to be taken to avoid and prevent sexual misconduct The code of conduct of happier Care is for the betterment of both the employees and the customers. It helps people understand our ethical and moral values. The code of conduct helps mediate the standard of behaviors we expect from both parties, you will be asked to sign a copy of the Happier Care code of conduct so you can acknowledge and agree to follow all the rules. Page 18 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Be sure to report any breach of the code of conduct you come across Happier Care encourages feedback without fear, any sort of communication is highly appreciated and looked forward to. Conflicting interests We urge our employees at Happier Care to promote the company's interests at all times. For this purpose we hope that the employees stay clear from conflict of interests and will be given a conflict of interest declaration form which is to be signed. Maintenance Of Records And Certification All of the members of the Happier Care team are urged to keep and maintain all of the certifications at hand. (These include NDIS working screening checks, working with children checks, police checks) If a certification or police check is about to expire, an updated check is to be provided. Staff members are to inform and report their coordinators of any criminal background which is a disclosable court outcome. Any change in insurance or the status of driver’s license is to be reported to your coordinator, this includes suspensions and cancellations Sharing of your Personal Information Happier Care works to make the privacy of our staff members protected at all costs which is why we suggest that private phone numbers should not be disclosed. The relation between customers and employees is to remain professional at all costs, this also means friend requests on social media platforms are not to be accepted. If you are asked for such details then be sure to give the office number and inform your coordinator. Happier Care will only provide the information in the following situations; ● Given to a third party if you approve of it ● In case of an emergency where your best interest is taken into consideration Page 19 of 63
HAPPIER CARE EMPLOYEES HANDBOOK ● To an auditor under the condition they do not disclose your information elsewhere. ● If a court asks for the summonsed of records The privacy and confidentiality along with staff record procedures is present on the next page. We urge all of our employees to keep a professional boundary with all of the customers, breach of such boundaries could lead to disciplinary action followed by a possible termination of employment. How to deal with gifts Quite often the customer comes to their service provider with gifts. In such cases the gifts can be accepted if it is worth 20$ or less without disclosing the gesture to the office. This should not be regularly accepted and gifts which exceed 20$ are not to be accepted but instead politely declined. If the customer does not let you decline, then you are to inform your office of the matter. Customer care service providers should not give gifts to customers no matter how small in any case. In case of any confusion, inform your coordinator Your Own Vehicle When providing transportation services in your own vehicle, it is your choice which you permit inside the vehicle or not. It is an important factor to inform your coordinator of this beforehand as well. The use of assistance animals is permitted such as guidance dogs, you will be informed of this once your service has been rostered. For further questions you can contact your coordinator. In case of travelling services, the employee must have a valid and unrestricted driver’s license or have authorization from the office. Staff members are to have current registration and also compulsory third part insurance. The documents are to be provided upon renewal. If a staff member is transporting a customer then the said employee should have current car insurance and provide the documentations for the renewals. If the insurance coverage is changed then the staff member is to inform the Happier Care office. Page 20 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Additionally, ● Ensuring the vehicle is mechanically safe and road worthy. ● Immediate notification to the office if any condition which could affect the ability to transport the customer is brought up such as medical or related to the licenses. ● Blood alcohol level must be zero, same is the case for prohibited drugs ● Making sure the passengers wear a seatbelt which works in good condition ● NOTE- it is the drivers responsibility that any passenger under the age of 16 is wearing a seatbelt. ● Child restraints should be present while transporting children. ● Rest breaks are to be taken if travelling a long distance such as after every 2 hours. ● Safety precautions are to be taken at all costs, travelling on hazardous roads is to be avoided ● Customers are to be supervised at all times in the vehicle ● Mobile phone with charged battery should be at hand at all times ● Use of mobile phone while driving is strictly prohibited especially without the aid of a hands free kit. ● Payment of all fines is to be done which could be given for parking violations or traffic violations. ● Smoking is prohibited while with the passenger and also 30 minutes before transporting the customer. ● First aid kit should be available along with the Happier Care first aid kit procedure. ● Office is informed immediately if there is a change of vehicle. Happier Care will not be accepting any responsibilities for damages which have incurred while carrying out your duties, this includes the damages which happen to your vehicle or another person’s vehicle or property. Potential risks are to be notified to the franchises before transporting a customer. Managing your behavior The team members should be aware of the behavior management details and the customer plans for whom transport is being provided. Before undertaking the journey, consult with your coordinator if you have any safety concerns due to dangerous behavior which could be presented by the customer. Page 21 of 63
HAPPIER CARE EMPLOYEES HANDBOOK After seeing a sign of concern by the customer’s behavior, you are to; ● Park at the earliest convenience ● Turn the engine off ● Unless you feel threatened, try calming down the customer ● If it becomes necessary you are to leave the windows down and exit the vehicle but be sure to stay near-by In case you are threatened or have been injured, call 0000 and ask for the police first and then they can contact the Happier Care office. If the customer then wants to leave the vehicle then let them do so but stay close to them at a fair off distance. What if you get into a traffic violation Happier Care urges all of its employees to drive safely while obeying the law. As the driver of the vehicle, you must be completely aware of all the rules and regulations of driving the vehicle but if you have any questions, you are to consult with the relevant authority of your state. You will be entirely responsible for all the traffic violations you will receive while taking out your duty. Travel fees When using your vehicle for transporting a customer, you should claim the kilometers used. You are to make a record of the travel in your timesheet or app. Before going to the location the customer wishes to visit, you are to discuss it with your coordinator to know if the kilometers for the service will be approved. It is best to look at the workplace agreement for reference. NOTE- expenses for travel which cannot be reimbursed can be deducted by taxes, this depends on the workplace agreement. For this reason you are to keep an accurate log of the kilometers you travel along with all receipts. Vehicles which are owned by the customer While providing support services, you are not allowed in any way to use the customer’s car. If a customer asks you to drive their vehicle you are to inform them of our Happier Care policy and inform your coordinator. Page 22 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Using the App and Mobility Options From Your own Phone Happier Care will be giving our employees two applications for their smartphones. One will be the HC app itself and the other being mobility options. The mobility option is used for the staff to access customer information, schedules, care plans, a record of arrivals and exits and a feedback option. Usage and safety if the employees own responsibility. Additionally; ● While working your phone must be fully charged ● You are not allowed to share your username and password with anyone else ● Lost and found mobile phones are to be handed over to the Happier Care office. ● Privacy of clients is to remain confidential at all times ● All legislations are to be followed while using your mobile phone inside a vehicle. ● Maintain your personal data safety while using the smartphone in public. ● At times when the mobile cannot be used, you are to make a paper timesheet for visits. ● You are to follow the directions given by the local office in relation to your visits using mobility options. ● Management of the email should be done so you are easily notified of incoming notifications ● All the data can be summoned by the court of law if needed ● Information is to be recorded in a respectful manner. You should be recording facts only, not opinions. Page 23 of 63
HAPPIER CARE EMPLOYEES HANDBOOK PRIORITISING THE CUSTOMER Our Customer Care Policy Happier Cares customer policy includes making our customers from diverse groups feel comfortable to access services which are usually quite sensitive to their backgrounds. We make sure to then respect the individual’s interests, beliefs and customs. We cooperatively work with expert specialists who aid in easing the services required by special needs groups. We at Happier Care understand that there are various groups for whom it is quite difficult to access our information and service details which leads to them not receiving the appropriate care they require. In accordance to the Aged Care Act1997, those individuals who have special needs are affiliated with one or more of the following; ● Culturally and Linguistically Diverse Backgrounds (CALD) ● People are included in CALD if they have a cultural or linguistic relation with; ● Their ethnic background/origin or their place of birth ● First and main language besides English which is used at their household ● Limited or stunted capability in speaking English Living In Rural Areas The individuals who do not live in the major cities but instead live in remote areas Page 24 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Homeless This includes people who are either at the risk of being homeless or are already homeless Those who do not have a roof over their head and must live outside on the streets or abandoned buildings. The individuals who are constantly having to live in short term or medium term houses such as refuges, friends place, hotels or more of the sort. Care Leavers Individuals who at some point in time were in institutionalized care such as foster care or orphanages during the 20th century. Care leavers also include children who have formerly migrated, forgotten nationals or individuals who were from the stolen generation. Disadvantaged Individuals Those people who do not have an ongoing financial status or support which can be due to numerous reasons such as unemployment, disability, age or more of the sort. Such individuals have a tendency to create an isolated environment for themselves. Parents of Forcibly Adopted Children This is when a parent is forced to have their child removed from their care. Islander Communities The people who identify as members of aboriginal and/or Torres strait, these individuals are considered as special needs group members for their educational, historical, social and health disadvantages. Veterans of the Defense Force The individuals who have spent time in the Australian Defense force or Allied Defense force (could also be a spouse or widow) Page 25 of 63
HAPPIER CARE EMPLOYEES HANDBOOK People From Various Genders This refers to the ‘LGBTQ’ members which includes lesbian, Gays, Bisexuals, Transgender, intersex and Queer individuals. These are the people who are included in the LGBTQ community. Page 26 of 63
HAPPIER CARE EMPLOYEES HANDBOOK OUR SERVICE POLICY SCHEME Service Management The policies of service management and relevant procedures are available on the intranet. Be sure to thoroughly read these as these will be your basic guidelines. These policies and procedures of Happier Care are to be followed at all times, if you are not sure about anything you can contact your coordinator. The Happier Care policies were made while keeping the following at hand; ● Quality standards for aged care customers ● Practice standards of NDIS and quality indicators During the orientation you will be informed of the policies and procedures related to your roles. This does not in any way give rise to any entitlement or constitute the terms and conditions of the employment. Be Reliable and Punctual ● Always be on time to your services, if for any reason you are late you must inform your coordinator right away. ● You must be with the customer for the whole scheduled time and not leave early. ● If you are unable to carry out a service, inform your coordinator right away. After arrival at the destination, make sure you have arrived at the right customer, then show them your identification badge and then confirm the service which you Page 27 of 63
HAPPIER CARE EMPLOYEES HANDBOOK are about to provide. If a change is being discussed which you are not aware of, contact your coordinator. If the customer is absent or refusing the service, contact your coordinator. Your coordinator will go through the service outline and contact the customer or their care manager to understand how to handle the situation. You are not permitted to leave the customers residence unless you have been instructed to do so, if you have access to enter the house then you may do so only if you have permission from the customer, care manager or some other nominated personnel through your coordinator. SERVICE MAY ONLY BE CARRIED OUT WHEN THE CUSTOMER IS HOME Making Flexible Choices Happier Care looks out for its employees and allows them to make their own choices and also use support to do the things which they want to. The employee should understand that at every visit the customers’ demands can change, you must understand that with time the customer might be visiting for various different reasons than the last time they were here. The flexibility which can be offered will be outlined in the support plan or customer care plan. If you are not sure of which service you are to provide, contact your coordinator. If you are asked by a customer to do a service which is outside of the support plan or agreement, you must inform them that you have to talk to the office first. The agreement of services is always made keeping the employee and customer’s interests in check while following company policies. Being a Happier Care employee, you are given the chance to make your own choices. If a customer asks you for a service which you are uncomfortable with, you can politely decline and inform your coordinator. An alternate agreement could be possible after the customer talks to your coordinator. Honesty is key here, we expect our employees to be open about what they are uncomfortable with so it is easier to match employees with customers. Page 28 of 63
HAPPIER CARE EMPLOYEES HANDBOOK But it is to be kept in mind that a change in date, time or the service which was in the customer care plan is not permitted without having informed your coordinator first. The Customers Privacy And Respect Each customer will have different views on their privacy which can be based on different factors such as their culture, religion or heritage. Never forget you are entering an individual’s private home where you must act in a professional manner at all times while following the HC policy and procedure plan. You must be respectful of the customer’s privacy and cannot discuss a customer’s personal details with any other individual. If you feel a customer’s privacy has been compromised then you must call the office franchise. Money Management If a customer hands you money (cash only) then you will be accountable for it at all times. Be sure to record all transactions and follow the handling money procedure along with the cash reconciliation form. YOU ARE NOT PERMITTED TO DO ANY FORM OF BANKING FOR A CUSTOMER Customers Property Once you enter the home of a customer you must be careful of all of their belongings and be sure to not cause any damage. In case any damage does occur, you are to fill out an incident report. It is not permissible to park in the customer’s driveway but the customer may invite you to do so regardless since it would provide better access for the customer when providing a transport service. You may park in the customer’s driveway if they invite you to do so or even if there is an access requirement. After you are finished with the service, you are to leave the customers residence vicinity immediately. Page 29 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Communication Home A customer book may be in the home of the customer, you may be asked to leave a record. The way to do that is to keep it factual and to use bullet points. All of the details and documentation of the customer is to be written very carefully since this is a very valuable form of communication through staff members who have different shifts. If the notes are being handwritten, it is important to know, ● The document should be signed and the date should be mentioned by the individual who had documented those notes. ● Should be easily readable and printed. ● If all the space in the document is not used, you are to mark a line in that space. The customer’s communication book is to be reviewed by the community support team if it is used before the start of the next shift so they have a clear and comprehensible understanding of the customer’s current health status. Customers Feedback Customer feedback is an essential service which is given to us by the customers who are undergoing our services. These forms are to be completed when there are 5-minutes left in the shift or after the shift has been completed immediately using the app. If you are not using the app, feedback is to be given to the office using the e-form. You must immediately inform your coordinator if there is a complaint or incident which has occurred during your service. The care documentation which will be available through communication books or customer feedback forms is important when having to meet the duty care requirements. This is to provide a current and clear picture of the customer’s health status and their possible support requirements. This transfer of information through feedback and accurate documentation ensures the customers safety. The feedback forms are available online through the intranet or on the mobility option app. The mobility app is the preferred way to receive feedback. Page 30 of 63
HAPPIER CARE EMPLOYEES HANDBOOK If a complaint or an incident arises during a service or there has been a change in the customer’s health it should be reported on the incident report form which is on the intranet homepage. In-Home Files Some customers choose to have a file in their homes which includes the following information; ● Contact details of the customer ● Happier Care office information ● A form for private customers which require registered nurses. (May only be filled by a registered nurse) ● Possible risks ● Clinic documents ● Customer care plan ● Health care plan ● Customers emergency contact details ● Names of the customers doctors/pharmacists ● The use of communication notes which will be used for feedback amongst the team members after tasks are completed. Additional Concerns It is your first and foremost duty to keep the safety of the customer in check. If in any case you come across a circumstance which creates a concerning environment then you are to inform your coordinator at the earliest convenience. These concerns can include injuries, indications of violence or abuse, hazards, change in health such as; ● Unexplained weight loss or dehydration ● Poor personal hygiene ● A noticeable decline in health of the customer ● Anxious or nervous behavior at the presence of a certain individual ● Unaccountable physical injuries These concerns must be made on the basis of facts only, not assumptions. Page 31 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Complaints or Compliments By The Customer We encourage our customers to provide us with feedback related to their experience. This can be a compliment or a complaint. This feedback can be given in different ways such as verbally, writing to the Happier Care office or the franchise directly or through external organizations just like the Aged Care Complaints Commissioner. All of the feedback we receive is documented and then addressed, regardless of how it is received We at Happier Care understand that receiving complaints is difficult but here we consider it a learning experience to better our company and improve our services. if a customer gives you feedback, whether it is positive or negative you will have to report it to the Happier Care office. Open Disclosure For us at Happier Care, the customer will always come first which is why we have strategically designed policies which work to prevent possible incidents that could harm our customers. It is for this reason why we keep records of incidents that may have or potentially caused harm to our customers so we can better improve our performance. We always wish to have an open form of communication with our customers so they could inform us if anything had gone wrong during their service to which we apologize and give all the support we can. Concerning Behavior The employees should learn to understand that at times the customer will demonstrate concerning behavior which at times could be an indication that the customer is trying to discretely tell you something. You should be able to understand this behavior and assist the customer. If this is to happen you must contact your coordinator. Page 32 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Restrictive Practices This includes the type of support or practice which would restraint the freedom or rights of an individual. Happier Care employees should refrain from any restrictive practice and follow our behavior management plan. Seclusion When a person is placed in a room and forbidden from leaving. Medicinal When medicine is used to control and sway a person’s behavior Mechanical When a person’s behavior is controlled after something is put on them to limit their movement. Physical When a CSP officer uses force through their hands or body to limit a person’s movement to a certain extent. Environmental Factors Limitations put on the daily life of a person to prevent him doing simple tasks such as leaving his house. Psycho Social Restrictions Controlling a person’s individual freedom such as deciding who they are allowed to talk to or what they can or cannot do. For this the staff must always make sure that the customers human rights are always upheld and maintained at all times. The Happier Care offices and franchise are taught to follow and respect the requirements brought forth by the individual bodies which are related to creating a positive behavioral support program along with the use of restrictive practices which will include reporting requirements. Page 33 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Refusing Support If for any reason you wish to not provide support to a customer you will have to first inform your coordinator. After this you will be asked to provide a written document which will mention why you no longer wish to provide your support. Employees which are permanent candidates are not allowed to refuse a service unless they are given approval beforehand from their manager. The coordinator will firstly look to know as to why you refused your support which means you will not be removed from your service instantly. It is for this reason that the first step is to have initial discussions with your superior regarding the concerns you have with the customer as they may possibly rectify them. Page 34 of 63
HAPPIER CARE EMPLOYEES HANDBOOK OUR CUSTOMERS WELL BEING IS OUR TOP PRIORITY Happier Care makes sure that the health and the safety of their customers is always kept as the top priority by following the work health and safety legislative responsibility. It is advised that you are aware of the Happier Care policies and procedures for your own safety concerns as well as that of your team members and customers. Our Happier Care work and health safety policies are also available generally on the intranet and will also be talked through during your orientation. Disclosing Information Being an employee of Happier Care, it is important that you know the procedures for reporting any injury, critical incident or hazardous concern. It is your obligation as a Happier Care employee to report any such conditions as soon as possible. Definitions Injury: the condition in which either the employee or customer has been harmed/injured Incident: an occurrence of an action or situation that is a separate unit of experience which may include events or certain circumstances which can either affect the self or another individual in a harmful manner. Hazard: a possible source of harm. Page 35 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Critical Injury: a serious or extreme incident that could lead to a long term injury, sexual harassment, criminal activity, property damage, use of violence, exploitation or death. A copy of the report procedure for injuries, hazards or incidents can be available on the intranet. The preferred platform of reporting the incident is through E- forms since it is through here that issues can be addressed in proper timeslots. Disclosing Information When disclosing information, be sure to use the FREDS ABC F – FACTS – WHO WHAT HOW WHEN R – RISKS – WHAT ARE THE DANGERS, CONCERNS AND IMPACTS E – ENVIRONMENT – WHERE? WHAT IS THE CONTEXT AND SETTING D – DESCRIPTIONS – DESCRIBE THE ACTIONS, RESULTS, IMPACTS, OUTCOMES BEHAVIORS AND RESPONSES A – Antecedent – Discuss The Situation At Hand Before The Incident Had Occurred B – Behavior- Who Did/Said What? / What Happened To Who C – Consequences – How Did The Problem Come To An End And What Happened After The Incident Had Ended. Red And Yellow Cases RED CASES These are the cases where ● Harm ● Theft ● Seizures ● Immediate danger ● Blood ● Unusual lethargy Page 36 of 63
HAPPIER CARE EMPLOYEES HANDBOOK ● Immediate serious risk ● Assault ● Unconsciousness What to do ● Call 0000 ● Contact the local and nearest Happier Care outlet ● Document a critical incident report YELLOW CASES This is when ● WHS issue ● Near miss ● Suspected possible crime ● Privacy concern ● Unusual event ● No immediate risk ● No immediate danger ● Verbal abuse What to do ● Contact the local Happier Care office. ● Document a hazard or incident report. Personal Protection For the personal protection of the employees and the customer, Happier Care provides equipment beforehand. ● Gloves must be applied when ● Cleaning the lavatory ● When in contact with sharp instruments or pharmaceutical wastes ● Coming in contact with fluids such as excretions, secretions, blood or others of the sort. ● Aiding in a wound Page 37 of 63
HAPPIER CARE EMPLOYEES HANDBOOK These are disposable gloves and should be gotten rid of after a single use. When needed disposable aprons may also be used which are also to be thrown out after a single use. The use of masks is also encouraged when working on duties which require you to use them such as chemical, infectious or cleaning products. WHS Checklist: The Customers Home In this service you are to keep in mind that the customer’s home for you is the workplace which can be changed on a daily basis. For this reason you should always be cautious of possible hazards which could harm you or the customer. This checklist informs the service provider of potential risks which could take place inside the home which is usually compiled by the coordinator after discussing with the customer. You will be informed of the details if necessary by your coordinator. If in any case you come across a potential hazard which could harm you or the customer then you are to inform your coordinator at the earliest convenience so the hazard can be neutralized swiftly. You will also have to fill out the hazard report forum which is on the intranet homepage. First Aid Kits All members of the team are to have the knowledge on how to use first aid kits and always have access to one at all times. The kit should be kept in good condition which means that all apparatuses should be in proper working. The first aid kits are to be used only in the workplace and to be returned if you have been dismissed from your job. To make sure all items within the kit are in suitable condition, the kit is to be reviewed every 12-months. Utilization Of First-Aid It is mandatory for all employees to have qualifications in CPR and first-aid through an approved and registered training program. In the case of an emergency which requires you to use first aid, you are to use training which was taught as qualified first aid in compliance to the procedure. Page 38 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Fire Hazard If in any case there is a fire in the customer’s home; ● Make sure both you and the customer are safe. ● Enclose the fire and smoke by closing the windows and doors ● Put out the fire as much as you can without brining yourself or the customer in harm’s way ● Take the customer and go to a more secure and safe side ● Call 0000 and inform them of the fire situation and inform them of the complete matter at hand. Afterwards; ● Contact your coordinator ● Ensure the customer is doing well ● Keep your composure until help has arrived. ● Write the documented report (incident or critical incident report.) Operating In An Isolated Environment ● If in any case you are working in an isolated environment; ● Keep your mobile phone charged and inform your coordinator if there are issues with the mobile signal ● Keep important emergency contacts ready in case of emergencies ● Personal belongings are to be kept aside safely such as electronic devices, money or accessories. ● If you are travelling at night, keep a torch with you ● Staff members are required to give a record of when they start or finish their shift so for that use mobility options. ● If any safety concerns arise, contact your coordinator. Operating in Extreme Conditions This is when the environment or weather are at critical stages such as a storm, heavy rain or a heatwave. To minimize these risks you are; ● Change the activities which were to take place and stay indoors. ● Your service may be rescheduled by your coordinator to a day or time which has more stable conditions Page 39 of 63
HAPPIER CARE EMPLOYEES HANDBOOK If such extreme weather does arise, you are to stay in contact with your coordinator and not travel in such conditions. Stormy Weather Storms can pose difficulties for the employee and create safety risks especially if during the service outdoor activities were planned. Necessarily you may have to change your plan since storms can increase the risk of slipping so it is best to inform your coordinator of the situation. Heat Having to perform services in the heat is quite difficult since it could cause fatigue, rashes, fainting and other heat illnesses. Heat could in some conditions affect illnesses you have had beforehand. In this case you are to inform your coordinator of the situation. In the case of a heat wave, you are to make sure the customer is hydrated at all times and are not at the risk of any heat illness. Ensure the safety of both you and your customers by; ● Drinking sufficient water to stay hydrated. ● Reducing physical tasks to keep exertion to a minimum ● Keeping the room cool by the use of air condition, fans and closing curtains. If the condition is making the customer feel sick, notify your coordinator. Manual Handing These are physical tasks which require the individuals to use their body to work. This refers to having to exert repetitive actions, having to move in various postures and be exposed to vibrations. Manual handing can potentially cause acute or chronic tasks. Employees who have in-home services may have difficulties due to having to care for the customers who are resistant at times, having to move heavy items or having to aid in confined or isolated situations. Page 40 of 63
HAPPIER CARE EMPLOYEES HANDBOOK These are just a few possible activities which could lead to a potential injury. Activities which require high manual force in an awkward posture could lead to an injury. Preventing Injuries ● Use proper equipment which could aid in lifting heavy items. ● Use proper techniques for lifting loads in proper postures. ● Always check the manual handing before undertaking. When Using Equipment ● Be sure to be qualified with a proper training regime. ● Faulty equipment is to be reported ● Make sure that objects such as scarves, clothing, oxygen tubes or more are not tangled. ● Be sure that the equipment is in proper working condition. Aiding Customers In Wheelchair ● Escalators are not to be used in any case at all, only lifts or elevators. ● When stationary make sure the brakes are intact. All sorts of possible hazards or risks are to be reported to your coordinator. Common Injuries These include slipping, falling or tripping. Are very common to happen but can be prevented by; Causes for tripping ● uncovered cables ● insufficient lighting ● to obstructed view ● Unsymmetrical walking paths Causes for slipping ● Floors which are covered in liquids such as oil or water ● Flooring which have very little friction Page 41 of 63
HAPPIER CARE EMPLOYEES HANDBOOK How to Reduce slipping ● Cleaning up the liquids ● Leaving a mark where there is a wet area ● Sweeping up trash or debris from the floor ● Wearing shoes with more friction ● When walking make sure our feet are pointed outwards ● Be aware of your surroundings when walking. How to reduce tripping ● Making sure your view is clear when walking ● Looking out for cables which could tie up at your feet ● After use, close the cupboards or drawers ● Outing away obstacles from the walking path ● Watching out for floor accessories which are not flat. Possible Infectious Hazards Infections can be spread in numerous ways such as ● Skin contact ● Coughing ● Contact with fluids ● Fecal contact ● Orally ● Open wounds If in any case you come across a possible infectious situation then you are to inform your coordinator right away. You should be trained on how to handle such situations and also have you be vaccinated to build a strong immunization. Proper hand washing procedure Hands should be washed on every occasion very thoroughly with the use of anti- bacterial hand wash. Especially After ● Using the lavatory. ● Touching something. Page 42 of 63
HAPPIER CARE EMPLOYEES HANDBOOK ● Coughing. ● Greeting someone. ● Before eating. ● Touching a feline. ● Coming in contact with a fluid. Safety Measures for Handling Food ● Food which has been prepared must be kept at proper temperature ● Frozen foods should not be defrosted at room temperature, you are to use a microwave, warm water or in the refrigerator ● Prepared foods such as meals are not to be left in room temperature for too long ● Heated foods are to be above 60 degrees Celsius ● Cold or frozen foods temperature is to be below 5 degrees Celsius ● Avoid the contents of a jar or can which has been damaged ● Chemicals or poisonous materials are not to be placed near food items ● Kitchen utensils are to be washed regularly and thoroughly with detergents ● Expired foods are to be discarded ● Cold foods are to be out of the refrigerator for a minimal amount of time ● Foods are to be covered with lids Possible Electrical Hazards ● It is important to be aware of how to handle electric hazards since these are dangerous for you and the customer. Old and rural areas do not have proper switches or RCD devices which aids in monitoring the electric current in electric appliances. If you come across any possible hazard then you are to inform your coordinator. ● All precautionary methods should be applied, reliance on the RCD is not mandatory since they are often faulty unless the employee has thoroughly inspected it and has been tested on a yearly basis. ● You will be provided with a safety switch which is to be used every time an electrical appliance is used in the customer’s home. Instructions will be available, if you have any questions then you are to contact your coordinator. ● The safety switch is not to be depended upon completely, all precautionary methods should be taken into account at all times. The safety switch will be tested by the office on an annual basis. Page 43 of 63
HAPPIER CARE EMPLOYEES HANDBOOK ● The safety switch which you I’ll be provided is the property of Happier Care and must be returned after termination of employment. Maintaining health techniques Health is one of our top priorities here at Happier Care. Our employees are very important to us and if any of them are facing any difficulties then we urge them to come forward to us with them How to behave at the Workplace We at Happier Care believe in equality for all of our employees and strongly condemn any sort of discrimination. We have many strategically structured policies and procedures for the betterment of our employees and to promote a safe working environment. Complaints of allegations are taken and addressed very seriously and proper disciplinary action will be ensured. If you have any concerns regarding anyone’s behavior, you are to report to your coordinator immediately. Also contact your coordinator if; ● You feel at danger due to any person’s behavior ● You are concerned for the health of a customer and believe there is a possible health risk. ● If you have some across any form of harassment or derogatory remarks You are completely allowed to remove yourself from a situation where you believe you are in danger. When inside the customers home you have an indication of danger, you contact the office immediately and try to de-escalate the situation as well as you can. ● Try talking to the individual in a calming manner ● Call an emergency number if you feel threatened ● Stay in a calm posture ● If the situation is on the verge of aggression, remove yourself from the situation ● Try diverting the attention ● You are to isolate yourself if danger is imminent and exiting the premises is not possible. Page 44 of 63
HAPPIER CARE EMPLOYEES HANDBOOK ● Use eye contact and a calming voice ● Give the individual breathing space and maintain a fair distance from them. Our Employee Assistance Program at Happier Care This is a program initiated by Happier Care where we grant our employees 4 hours of free counseling time for them and their families per year. What employees usually wish to discuss at these programs are ● Work related stress ● Illness or stress in the family ● A dietician will be available if needed ● Legal aid and support ● Managing stress Breathe We at Happier Care are well aware of how at times the customer can be difficult to attend to and for us our employee’s safety is a concern for which we are responsible. For cases such as these it is important that our team members are aware of how to assess the situation. If any form of inappropriate conduct such as verbal/oral abuse, harassment, inappropriate nature of discussion then the first thing you are to do is BREATHE. Breathe: try taking long and deep breathes so you can calm yourself and better assess the situation and figure out what to do next Boundaries: keep your distance and make it clear to the other party about your boundaries Respond: constantly reassess the situation and see if there is an improvement there, try gaining control of the situation. Respect: have respect for your boundaries and stay away from uncomfortable situations. If you are unable to remove yourself from those situations then contact the office. Engage: keep your coordinator in the loop if you are going through such problems, we are here for you Page 45 of 63
HAPPIER CARE EMPLOYEES HANDBOOK Escalate: stay in contact with your coordinator, they will help you manage the situation. Act Professionally: stay in a professional manner with the customer and constantly remind them of your boundaries if you feel uncomfortable. Ask: you are completely free to ask for some time to yourself to reassess and regather your thoughts Take Action: take control of the situation, you are free to remove yourself from the possible danger. Take Time: you are more than welcome to take time for yourself after your shift has ended to recuperate. Honor: if you are feeling uncomfortable then you are free to honor them and do whatever you can to feel safe. Help And Support: inform your coordinator and they will aid you in the situation. Establish: establish the respect you expect and the boundaries you have with others Educate: after you report the incident it will become a learning experience for others and can help those who may fall in similar situations. Page 46 of 63
HAPPIER CARE EMPLOYEES HANDBOOK THE SERVICES WE PROVIDE Our customers and their needs is our priority. Our staff members are trained to handle situations which they excel at, each having their own expertise. You may talk to your coordinator if you feel you have been given a task which is not included in the services you offer. Personal Care While giving services of personal care, you are to always remain professional and remember the boundaries of the customer. These include activities such as; ● Use of toilet ● Changing sanitary pads ● Assistance with showering ● Aid in changing clothes ● Aid in brushing teeth, mouthwash or dental care ● General grooming ● Aid in bowel continence Grooming may include ● Combing and taking care of hair ● Nail care which is limited to trimming nails with the use of emery boards and cleaning the cuticle areas with cotton buds. You are not allowed to cut the toenails or fingernails. ● Shaving can only be done with electric razors. Page 47 of 63
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