1.

Person-Centred Support

Our company ensures the protection of the legal rights and responsibilities of all
participants, and we acknowledge and respect the policies and methods in line that our
company shalt value to its most once registered. To make sure that all staff members abide
to the policies and procedures put in place by us in serving the NDIS disability sector, we
will obey the rules and regulations in the Worker Handbook and Participant Handbook that
the NDIS code of conduct is met. Thus, this will confirm that the legal entitlements and
responsibilities of all workers and participants are compiled by through our staff training
methods which comply to the methods we put in place for the company to overall thrive
with a healthy relationship between participants and workers.

To enhance our communication further with the participants, we make sure that English-
formatted documents and interpreters suited for a range of languages can offer translations
best suited to the participant’s easiest mode of communication. We thereby understand
that if a participant wishes to change their medium of communication, then they can do so
effectively through constant feedback which can either be formal or informal so
adjustments are made accordingly.

Finally, we value the connection participants have in their support network and it becomes
our priority to make sure they are regularly engaging with the community. This will be done
through a section in our Service Plan which records participant’s personal opinions when it
comes to their community, family and friends. Even better, if one of the support network
categories are a specific goal to a participant, then we can help them achieve it and part of it
will be the maintenance of their records.

2. Individual Values and Beliefs

We acknowledge that the participant’s own values, culture and overall, their belief system
(either it can be political or religious) plays an essential part of their legal rights and
responsibilities. Therefore, our recognition and respect for a participant’s belief system such
as their cultural sensitiveness and competence is reflected in staff training where they learn
certain cultural practices such as dietary requirements and prayer spaces that the
participant will require to maintain their spiritual health.

3. Privacy and Diversity

Included in our Policies and Procedures are the emphasis of the protection of the privacy and
dignity of participants. Our Confidentiality Policies are presented in the participant’s preferred
way of communication such as their audio files and Easy English documents that they have
accessibility to and approve of with a signature of their own. However, it is vital to ensure that
the personal information being gained by our workers is comprehended by the participant, so
they are aware of what they are giving away and feel comfortable in doing so. Therefore, it is our
outmost duty to protect the confidentiality of the participants through the Confidentiality
Agreements and Consent forms that will contain a signature on them to ensure that privacy is
achieved.

4. Independence And Informed Choice

Our Policies and Procedures prioritise the importance of the right to decision-making and risk
management including their right to sexual expression. For instance, Our Service Plan is built
upon the easy modes of communication such as the English Language translation and audio
files with signatures of the participant. Our risk management plans outline in depth to what
extent we can support participants in making their decisions and informed choices. Our Service
Agreements also emphasises our dedication in providing options to seek, review and exit when
sufficient time is given to make decisions. Finally, our Advocate form allows for the participant’s
voices to be heard and gives them the right to advocate for their own decisions. Therefore, the
combination of all these methods makes sure that the independence and ability to make
informed, individual decisions by participant’s is achieved with us, being available to guide
through their journey and prevent them from taking risks.

5. Violence, Abuse, Neglect, Exploitation and Discrimination

Our procedures and policies are strictly against violence, abuse, neglect, exploitation and
discrimination and we have taken all measures so that such prejudice is prevented as much as
possible. We have put forward an advocate form which can be filled upon the participant’s
choice regarding allegation on these sensitive and harmful matters and our form documents
this Advocate support. Once reached, these advocate forms are taken seriously and therefore
acted upon promptly so that similar problems do not occur again.

6. Governance And Operational Management

In accordance with our policies and procedures, the establishment of operational management
systems that suit our proportions including size, scale and the complexity of support provided.
For example, the maintenance of our documentation like feedback forms complies with our
government body. Our government body is divided into 5 parts: financial, legislative, regulatory
and contractual responsibilities. Our training records such as resume, and matrixes are evident
of our functioning company governance. Legislative requirements relating to the performance of
our feedback, reviews and surveys and documentation. The management of the provider is by
qualified/experienced personnel. A documented system with delegated responsibility and
authority in place through the placement of our delegation policy and the interest policy which
serves for authority as well.

7. Risk Management

High-quality risk management systems have been implemented so they are proportionate to
our size, scale and scope of extent of our services delivered. Our comprehensive risk
management plans including templates and plans that demonstrate how we analyse, identify
and prioritise and treat all types of risks such as threat risks, financial, work, health and safety
and provision support risks. The infection control policy is incorporated within the risk
management system as well as service plans, participant feedback and insurance policies.
 8. Quality Management

Just like our other management systems, quality management is also proportional to our size,
scale and scope of supports delivered. This program is branched under a document program of
internal audits supported by evidence. Regular improvements and evidence-informed feedback
through surveys improves the quality of our management system.

9. Information Management

The identification, accuracy, updated and confidentiality of information is maintained through

our consent forms and agreements which are evident in our information management system.
The participant is informed about the information stored and used through an easy mode of
communication and participant’s consent can be sent or withdrawn so that managing
information in relation to the participant is secure and safe. The document storage policy
determines what we do with the information but under this policy, we secure, access, transfer,
receive and retrieve information so that is appropriately used by other relevant workers.

10. Feedback And Complaints Management

Along with other management systems, our feedback and complaints management system is
relevant to scale and scope of supports transferred. We ensure that justice and fairness are
served by abiding to the National Disability Insurance Scheme (Complaints Management and
Resolution) Rules 2018. Participants are educated by our trained workers about how to launch a
complaint and when it is necessary to do so. The environment is supported by friendly-feedback
system so participants are comfortable with what they will say and who they say it to.
Additionally, we are open to continuous improvement of our feedback system and our workers
with training records who take feedback with absolute openness and are looking forward to
acknowledging and providing solutions for our participants.

11. Incident Management

The incident management system has enough policies and procedures that are relevant to the
complexity and scope of the size and scale of our organisation. This system is mainly assisted
by the National Disability Insurance Scheme (Incident Management and Reportable Incidents)
Rules 2018. Documentation is evident of how we do incident management and who is involved.
Our constant review of incident management policies and the high-quality training of our staff
ensures that reported incidents are acknowledged, reviewed and learned from.

12. Human Resource Management

We value the participant’s needs through the competency of our workers and they have to meet
a certain criterion. Workers should be highly qualified and must hold a certain level of
experience to provide person-centred support. The selection of these workers will be
determined through our job descriptions sent out so that relevant people of interest can apply.
The application process will contain an induction process which is compulsory to be completed
by all workers and also a compulsory NDIS worker orientation program. In regard to NDIS
Practice Standards and other National Disability Insurance scheme Rules, necessary training
will be provided, and timely provision, support and resources will be given to workers. Certain
workers will be given responsibility to take emergency measurements and again, will be
identified on their qualifications. Infection prevention and control training will be undertaken by
all workers and participants that are relevant to the field.

13. Continuity Of Supports

We have put day-to-day operations in place to avoid disruptions and allow for the continuity of
support. In case of worker absence, we have put in place contingency plans so that another,
experienced worker is selected to perform the role. Further documentation in our service plans
indicates participant’s own needs and preferences so that we are aware of what they need.
Service agreements are evident of these arrangements. However, interruptions to changes do
occur and at times, they cannot be compromised. In that case, we have extra documentation
that supports preferences and goals of all participants. Such practices therefore guarantee
appropriate support without interruptions.

14. Emergency And Disaster Management

Our robust emergency and disaster management plans focus on the wellbeing, safety and
health of all participants and workers. We have developed plans in conjunction with
participants and their support networks through an easy mode of communication. These plans
are build upon the ground of the continuity of supports and adaption to irreversible changes. All
our workers have received appropriate training to be prepared in certain emergency situations.
To prove that such training has happened, records of training and communication demonstrate
health, safety and wellbeing of the participant.

15. Access To Supports

Accessibility to certain support resources by participants where appropriate access leads to the
fulfilment of specific preferences and goals. Relevant documentation contains the supports
available and associated costs which are then directly communicated with the participant using
their preferred language through their own way of communication. These documents include
risk assessments, support plans and evidence of how we communicate with participants.
Hence, we believe that these measures demonstrate our commitment and dedication to
support our participants in having the access to all kinds of support.

16. Support Planning

We are heavily involved in working with the participant and their support networks in developing
necessary support plans to which they give consent to be put into practice. Our close work with
the participant will enable us to allow for the preferences, strengths and goals of all
participants. Risk assessments will be implemented so they can consider to which degree
participants need to rely on the services provided and how will their health and safety be
affected if disruption in those services did occur. In addition, periodic reviews of of risk
management strategies shows that these strategies are constantly updated and improved if
progress is not giving the desired outcome. Changes in the support plan means we need to stay
in regular contact with the support network and if needed, then we can communicate with
government organisations and agencies. When consent in given, we will need to be monitoring
the participant’s health through communication with health services which will then notify us
about vaccinations, check-ups and medical appointments. We will ensure that each worker is
made aware of all the agencies involved in the support plan. When all these procedures are
undertaken, we will have ensured that support has been given and is available to our
participants.

17. Service Agreements with Participants

The implementation of specific methods that ensure each participant has a clear understanding
of the support strategies they have signed up for. The service agreement informs participants
about the support services available and conditions that come with these services being
delivered. This will be achieved through effective communication and each participant will
receive a copy of the Service Agreement and they can provide their signature when they have
understood the rules and regulations of their support agencies. Documents also outlines
arrangements for providing support in case of emergency and disaster, examples of our
communication with the participants and records of collaborations with the participants. Thus,
the placement of all these strategies ensures that participants understand how these
arrangements will impact them through the choices they have made.

18. Responsive Support Provision

In compliance with evidence-based practices, we have a comprehensive way of approaching

our participants and arranging a timely response to meet their support needs such as their
preferences, desired outcomes and goals. We will strongly collaborate with other health service
providers in relation to the participant’s information and share it carefully to manage risks. We
will pay attention to the participant’s choice in selecting workers either it be based on gender or
a specific ethnicity because we will be able to always meet those desires. Relevant
documentation will frame our commitment such as support plans, records of collaboration with
other providers, feedback from participants about workers and examples of worker training.

19. Transitions to or from a provider

We have organised an efficient approach on how we transition participants from one provider to
another and this will be evident in our documentation, communication and effective
management. We will identify risks to the participant in terms of their health and safety and In
case of hospitalisation. Temporary transitions include will be processed to and from services
through reviewing and developing these transition plans. Documnetaiton supporting these
measures include examples of our communication with participants and records of our risk
assessments. These measures establish our consistent efforts and make sure that we are
providing a smooth and coordinated transition to and from services.
 20. Safe Environment

We will make sure that participants are in a safe environment and that they have full access to
supports around them. We will do this by allowing our participants to identify workers that are
relevant people of interest when it comes to support and we will negotiate effectively with other
providers to find solutions and make the participant’s and worker’s environment a better place.
Protocols and training procedures will be put in place as a response to emergencies and
routinely environmental cleaning and management will be done by workers trained in infection
control and who are educated in how to use PPE. Evidence of our safety protocols,
communication plans, control procedure, training records and policies for escalation will
support the fact that our dedication and commitment to providing a safe and effective
environment for participants.

21. Participant Money and Property

We have effective management strategies to ensure that each participant’s money and property
Is secure and that each participant does whatever they intend to do with their wealth. We
support each participant’s money and property and support each participant to access their
money to spend for their own purposes. We do not give financial advice or information under the
participant's plan. We believe these measures demonstrate our commitment in ensuring the
security of participant’s money and property.

22. Management And Meditation

We composed a structured plan that we administer and monitor because it requires

medication, and we also work to prevent errors and incidents from occurring. The maintenance
of detailed medication records and dosage, allows us to safely administer the medication. Our
staff will be trained in safe medication practices and understanding the side-effect of the
medication. The storage of all medications is done so safely, and they are only handled by
appropriate, trained workers. In this way, we believe that the safe administration of medicine for
each participant is safe and secure.

23. Mealtime Management

We will ensure that each participant is entitled to nutritious meals that are cooked in clean
environmental conditions and incorporate their preferences and are handed out at their
preferred timings.
We will conduct assessments and evaluations of their dietary requirements, seating and
positioning arrangements and mealtime management needs which will be carried out by
mealtime management plans formed by professional, health qualified workers. On an annual
basis, these assessments are reviewed so that changes improvements can be made
accordingly.

We will allow for the collaboration of these participants that require mealtime arrangements by
making sure that each worker understands their participant’s meal preparation needs and they
are also aware of mealtime management plans in case of incidents such as choking and on
foods or fluids.

Worker training also involves preparation of safe meals with participants that are enjoyable and
cardiovascular and chronic health risks that may arise during mealtime can be dealt with in
those risky situations.

Mealtime management plans will be both available to workers and participants requiring
mealtime management. Menus will be developed with the approval of each participant who will
want to discuss their appetite and the number of nutritional requirements with our health
workers. Participants also would want to communicate their own preferences in food and we
will make sure that these food requirements are met. An appropriate health qualified
practitioner would undertake the task of consistently providing recommendations based on the
participant’s health so they are taking meals that are beneficial to their diet.

In case of chronic health risks, we will manage them by through the assistance of of health
specialists and speech pathologists. Meal storage will occur with consideration to NDIS
practice health standards. This commitment to mealtime preparations widely contributes in
increasing our proactive health support system in the future.

24. Management Of Wastes

Protection from exposure to waste, infectious or hazardous substances that may arise from the
delivery of supports must be given to participants. The policies and procedures that we will have
in place will guarantee the correct handling of PPE and appropriate storage of disposal waste in
compliance with the current legislation. We will make sure that all hazardous incidents are
reported, recorded and investigated in depth so response plans are available. Once plan is
launched, we will critically evaluate its effectiveness and revisions, changes and improvements
will be made accordingly. Each worker involved in the management of waste and hazardous
situations will be trained appropriately and safely about the PPE and handling of dangerous
substances as this is another important approach in proving our dedication and commitment as
future NDIS providers.