Hadpac
SERVICE USER & CARER HANDBOOK Table of Contents for Service User and Carer Handbook
NWDS Hadpac Respite, Recreation and Social Support Programs 1. What is Hadpac? 2. Quality Assurance and Program Planning 3. Contacts 4.NWDS Locations 5. Requirements for Service Users 6.Responsibilities of Service Users 7. Our Duty of Care 8.Hours of operation 9. Medication and Sickness 10. Program Costing and Absence 11. Other NWDS Programs 12. Policy Attachments a. Service Access Policy b. Orientation Policy Hadpac c. OH&S Policy d. Record Keeping Policy e. Privacy, Dignity and Confidentiality Policy f. Fee’s Policy inc of Late Pick Up Policy g. Personal Care/ Medication Policy h. Epilepsy Policy i. Infectious Disease Control Policy
WHAT ARE THE HADPAC RESPITE, RECREATION AND SOCIAL SUPPORT SERVICES?
Our Hadpac Programs are an excellent opportunity for recreation , the development of social skills and fun. We have both Evening and Day Programs that run seven days a week. All of our programs include community access, skill building and other recreational activities. What are the Aims and Outcomes of the Program? AIMS:- The Hadpac Programs are developed to provide respite to unpaid carers who care for people with a disability within their own home- T he Hadpac Programs are developed to engage people with disabilities with each other, the community and also engagement with a healthy sustainable lifestyle- The Hadpac Programs provide recreational opportunities within the community encouraging access to many different locations in the local area OUTCOMES:- The Hadpac Programs aim to achieve the following: 1. See each individual positively engaging with their peers and staff members whilst developing social skills 2. That each family is supported to see a continuation of care within the family unit 3. For each individual to learn new skill sets such as; activities of daily living, communication and promotion of a healthy and balanced lifestyle 4. To see each individual increase their engagement with their local community and provide framework for positive contribution
What is involved in applying to join the Hadpac Programs? ELIGIBILITY FOR HADPAC PROGRAMS: Reference to Access PolicyPriority order for offering services to individuals: a) Lives at home with their family/unpaid carer(s), with the relationship in a crisis situation. b) Lives at home with their family/unpaid carer(s), where there is an identified need for respite to maintain an ongoing relationship. c) Lives at home with their family/unpaid carer(s), where respite will assist to maintain an ongoing positive relationship d) Lives independently (with significant amounts of family/unpaid carer support – i.e. 15hrs per week) but requires respite due to breakdown of regular support currently being offered by the family/unpaid carers e) Lives independently (with limited amounts of family/unpaid carer support – i.e. less than 15hrs per week) but requires respite due to breakdown of regular support currently being offered by the family/unpaid carer. f) Individual lives at home with carer and accesses other services and requires social and recreational outlets. WHAT SERVICES DOES HADPAC PROVIDE: Day, Evening and Weekend Programs. Recreation, Respite and Social Support programs for adults with a disability, with some of our groups targeted towards the following individuals: · Intellectual Disability · Acquired Brain Injuries · Physical Disability · Adults over the age of 35 WHAT WILL BE OCCUR DURING THE REFFERAL PROCESS: - Request for Information Form Completed - Meeting with Manager/Coordinator: o Tour of the building o Introduction to staff members o Overview provided of service provided o Completion of forms - Referral process: o Forms reviewed o File compiled: To gather as much information as possible to ensure support provided is of the highest quality o Additional information sourced o Approval for access to service o Trial day is organised for introduction to the group - Three month trial period: o Orientation is performed: Policy and procedures outlined o To assess support requirements can be met o To ensure each individual enjoys our programs and the service delivered WHAT WILL HAPPEN WHEN I START IN A GROUP: - Staff will read each individuals file who starts in a group - Introduction to staff and other individuals within the group - Trial period of three months with constant communication and feedback encouraged between carers and the coordinator WHAT WILL HAPPEN WHEN I WANT TO WITHDRAW FROM THE HADPAC PROGRAMS: - Each client has the right to withdraw from the Hadpac Programs at any time - Notification preferably in writing to coordinator of Hadpac in encouraged - The coordinator will then touch base with the carer to ensure the reduction in support hours will not have detrimental affects - Other services will be contacted if other support is required for the family or person with a disability How do we monitor quality within our programs and ensure each client has input to our programs? COMPAINTS FEEDBACK AND CONCERN FORMS:North West Disability Services prides itself on its long standing culture developed around open and constructive communication. Service users, staff & carers are encouraged to express any concerns or feedback that they may have in a timely manner. The process is documented in a clear fashion to assist in prompt and appropriate follow up. All staff are aware and proactive in recording and assisting with this process. Ongoing feedback is of paramount importance and ultimately assists with Quality Assurance and individual satisfaction. Outcomes from this process provide feedback for the CEO and Board Members as well as providing training opportunities or acknowledgement to other relevant parties. For more information please see the Complaints and Disputes Policy in reference section. QUALITY ASSURANCE FORMS:North West Disability Services utilises procedures to ensure continual improvement in all its service areas. One mechanism of this process is Quality Assurance Forms which are provided to each carer at the end of each program. These are also used after a camp or special event to gauge the quality of these programs and services. We encourage these forms to be completed and handed into a staff member within two weeks of the programs completion. SERIVE USER MEETINGS:Service user meetings are undertaken within the first three weeks of each program and cover many different topics associated with our programs and provides an opportunity to gather feedback directly from our clients. The information gathered within these meetings is directly communicated to the coordinator. These meetings cover: - Suggestions for future programs and a reflection on the previous round of programs - Discussion of upcoming events - An information share of our committees and ways to contribute to the decision making of our service - A discussion on equipment, resources or supplies needed in the program - Discussion of three disability standards - Fire evacuation procedure and emergency response drill SERIVE USER REVIEWS:Service user reviews are completed at the end of the program period over two days. These reviews are a one on one meeting that asks questions relating to the service provided by North West Disability Services: - What can we do better at Hadpac? - What do you like about coming to Hadpac? - Is there anything we can do for yourself or your family? - Can our staff make your time at Hadpac better? These meetings are a great opportunity to have one on one contact with every client within Hadpac and to gather key information to ensure we provide a quality service which is client defined. How do we ensure our programs are safe? North West Disability Services conducts extensive risk assessment processes to ensure a safe and comfortable atmosphere for service users and staff. Part of this process is ensuring that all service users are thoroughly risk assessed to ensure full knowledge of any possible risks is relayed to staff directly working with service users. We conduct these in the transition phase of service users attending NWDS and these will be an ongoing feature of the individual file of all service users. Your assistance with providing accurate information to develop the risk assessment is highly important. At the start of each program a Risk Management Meeting is undertaken to discuss risks associated with the day. In this meeting it is also discussed how the group can help each other in supporting the days activities. This is a great chance for staff to speak with each client as well and check how everyone’s week has been and to share information with the group. These meetings are followed by documentation of the risk assessment for the day and a signature is required by each client and staff member, if a client is unable to sign this is clearly noted. USEFUL HADPAC CONTACTS Deborah Mills 9686 4155 CEO North West Disability Services
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Raelene Edwards 9686 4155 Manager Respite Services North West Disability Services
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Andrew Sloan 9686 4155 Coordinator Hadpac Programs North West Disability Services
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Commonwealth Carelink 1800 052 222 Commonwealth Carer Respite Centres 1800 059 059 Commonwealth Carer Resource Centre 1800 242 636
What locations does North West Disability operate from?
North West Disability Services Head Office: Address: Baulkam Hills Community Complex, Connie Avenue Baulkham HillsContact telephone: 9686 4155 This building houses a variety of Post School Programs, Individual Programs and Recreational and Respite Day Programs. All of our Hadpac Programs meet within this building as a starting point for their day. The building is purpose built and carefully designed to cater for all levels of disability. Lavender Cottage: Address: Balcombe Heights Community ComplexContact telephone: 9686-4561 This facility is a large cottage which is specially designed to accommodate our strand of Therapeutic and Recreational Programs. This building became part of our current facilities in 2003 and was acquired to particularly look at the environmental needs of Individuals participating in our building. This building also has a support administration person and is a wonderful and exciting facility. Opal CottageAddress: 1Musson Lane, RichmondContact telephone: 0402 054 098 Opal Cottage is an exciting new facility offering Post School Services to individuals with a range of disabilities. Although based at Richmond, Opal Cottage is a branch of North West Disability Services and has a great capacity to grow in the future. Gemhill Cottage: Address: 28 Carrington Rd, Castle HillContact telephone: 9634 7531 Gemhill Cottage is centrally a respite facility for persons with an Acquired Brain Injury. This building is staffed with two persons 24 hours a day, seven days a week and offers much needed respite for service users and their carers. The service accommodates 5 persons at any one time and can be accessed by existing members of our programs, outside of the ABI target, in periods where there are vacancies. Service Users and carers who are interested in Respite can seek to request referral to this service area. If you would like to view or take a guided tour of any of our facilities please feel free to contact the program location directly to arrange an individual appointment time.
Requirements of Service Users To support the program at Northwest Disability Services, carers are asked to provide the following items each day service users attend the program. · A durable bag or backpack to contain items required for the day- (please see medication policy in the reference section of the handbook as there are specific storage requirements for when NWDS administers medication) · All meals and nutritional requirements for service users: this includes fluids, morning tea and lunch. If additional food is required or special substances, these should be provided also. (NWDS does not provide thickeners and nutritional supplements). · It is recommended that food be supplied from home each day if and when this is notified on the program outline. Some programs do involve meal included within the program, at these times it will be clearly identified on the program what is required on the day · All personal care resources (this includes sanitary pads & incontinence pads or anything else that may be required during the day) · A sunhat and sunglasses · Covered comfortable fully enclosed footwear is required for safety reasons. · Sensible casual clothing is recommended which is clearly marked. Covered shoulders are recommended for sun protection · Other resources as required- which will be highlighted on the program · Specialized equipment: Any other items that would assist in the daily programming (e.g. approved mobility aids, wheelchairs or mealtime assistance equipment) Please contact us if you have any questions regarding the above
Your responsibilities whilst accessing the Hadpac Programs As a participant some of the Service Users responsibilities are: 1. Phone if late or when unable to attend. 2. Be polite and courteous to our volunteers and paid workers and other Service Users. 3. No smoking inside the building or bus and abide by Smoking Policy. 4. Pay for all personal phone calls (including taxis) 5. Pay fees on arrival. 6. Let us know if you need a Taxi – or any other assistance prior to or upon arrival. 7. Clean up if you make a mess. 8. Be involved 9. Be considerate and show respect to our volunteers and workers and to other Service Users threatening them as you would like to be treated yourself. 10. Show your appreciation and understanding to our workers and volunteers. 11. Not to physically or verbally assault volunteers or workers, service users or any member of the community. Remember Service Users may be reported to Police, and charged with assault and individuals may sue for financial compensation. 12. Never indulge in racial discrimination against our workers or volunteers. 13. To let us know if you are unhappy about anything in your program so we can assist you to resolve it. 14. Not make inappropriate sexually directed comments to others and not to sexually harass any person, physically verbally or otherwise. 15. Not to wilfully damage equipment or resources of the service and to provide reimbursement where damage or loss is sustained.
Our duty of care when providing services North West Disability Services has a range of responsibilities in providing quality care to all our participants. The following is a detailed list of our daily programming requirements:
· To ensure safe and quality programs to all our participants · To record the attendance of participants in our program · To provide a high level of quality & dignity in providing personal care · To communicate with carers on an ongoing basis about programs that service users have been involved in and any additional support required · To ensure all service users have nutritional needs meet on a daily basis · To support individual procedures that encourage participation · To communicate with carers in the event of sickness · To communicate with carers when there are changes to the existing program · To report any behavioural concerns on a ongoing basis · To transport service users in a safe manner whilst in the program · To ensure communication needs of all service users are met · To promote a positive image of person with a disability in the community · To provide information to carers at any time regarding the program · To empower and assist our service users to work towards there chosen goals · To maintain privacy and confidentiality · To practice infection control practices to maintain a hygienic environment This list is only an overview of our most important responsibilities!!!
Hours of Operation North West Disability Services Hadpac programs’ hours of operation are: Monday Evening Program: 6.30pm until 9.30pm Tuesday Group: 9.30am until 3.30pm Wednesday Group: 9.30am until 4.30pm Wednesday Evening Program: 6.30pm until 9.30pm Thursday Group: 9.30am until 4.30pm Thursday Evening Programs: 6.30pm until 9.30pm Friday Group: 9.30am until 4.30pm Saturday Groups: 9.30am until 4.30pm Sunday Group: 9.30am until 4.30pm Service users who have chosen to access this program can only be admitted within the building from the start time clearly labeled on each program, as we do not provide any supervision prior to this time, unless it has been clearly negotiated in advance. Carer support is greatly required to assist this process as it can be distressing for service users who are dropped to the centre prior to the start time when they cannot access the premise. Please ensure the pick up time is noticed as collecting clients before the end of the program can disrupt the program, if this is required please speak with a member of staff in advance so we can make alternate arrangements. Please contact us at the earliest opportunity if there is a chance you may not arrive by the end of the program time so that we can make arrangements and notify service users. We have a Late Pick up Policy that reflects the process for when carers pick service users late on several occasions, there is a cost to carers if this occurs on repeated occasions. (This can be found in the Reference Section of this Publication) There may be a difference in these generic times for particular programs or when a specialist program has been negotiated; in this case different times of service delivery may differ. There are also other service areas that run at different times, this includes evenings and weekends. Primarily these are the Recreation and Respite Programs Close Down Periods The Hadpac Programs at North West Disability Services run based on 15-17 week programs, this varies across the year. Close down periods, public holidays and service interruptions will either be communicated on the program or via a letter from the coordinator. There is a 3 week close down period from the end of December each year where normal programs will not be offered and also a 1 week close down in the first week of the July school holidays for public schools. Alternative recreation based programs may be offered based on expressed interest and staffing capacity, but this will be advised prior to the close down period.
Medication and Sickness Medication Policy - Some service users require medication to be administered while accessing our service. All of our support staff hold a current First Aid Certificate and have completed Medication Training to assist with this process. However there are several requirements that must be adhered to if this assistance is needed and these are clearly detailed in the medication policy in the reference section of this handbook. - A note also needs to be provided by the prescribing doctor advising the appropriate administration of the medication (method and timing), possible side effects, and any contraindications to ensure that duty of care requirements are met and that support staff is provided with current and correct information. Sickness - Cold Sores – This is a contagious virus and poses a risk to other service user and support staff when the sores are weeping or crusting over. Please refer to the policy regarding infections and ensure that service users remain at home while during this period and then cover sores upon return to the service. North West Disability Services reserves the right to send service users home who display the above symptoms of a cold sore.
- Gastroenteritis and Cold / Flu – Once again these are contagious infections and can pass around the centre relatively quickly if a service user attends the service with the above listed conditions. Please be aware that some of our service users have very low immune systems and find it quite distressing and serious if they are exposed to these illnesses whilst at the service.
Sickness not only affects other service users attending the service, but the staff providing the support and may influence the programming that is provided. Please ensure that your service user refrains from attending North West Disability Services until they are completely over any contagious infections. Service users will be encouraged to wash their hands upon arrival to their program area and prior to engaging in any meal time preparation or food consumption to reduce to chance of infection and cross contamination. Please refer to the Medication Policy and Infection Control Policy in the Reference Section for further details.
Program Costing and Invoicing North West Disability Services is provided with limited funding to run our Hadpac Programs. This funding is sourced from the Department of Aging, Disability and Homecare and covers some of the costs associated with providing our service. All of our programs are assisted by our wonderful volunteer’s who contribute their time to providing our clients with respite, recreation and social development.
HADPAC PROGRAM COSTS:An attendance fee is charged for each program attendance:$5 Attendance Fee When one of our buses is used to take the group to another location a bus fee is charged:$3 Bus Fee Each program requires some activity costs to be paid for, on the day:Ranges from $5-$20, this depends on the activity and what is detailed on the program INVOICE PROCESS:An invoice is compiled at the beginning of each program, or when an individual starts to access the Hadpac Programs on an ongoing basis. The invoice will include the attendance fees and bus fees as scheduled on each program – these fees can also include activity fees if and when this is desired by the carer or client accessing the service. PLANNED ABSENCES:If there is a planned day of absence due to a holiday or family event North West Disability Services requires two weeks written notice to the coordinator of this absence so that your invoice can be adjusted to reflect this change. Less than two weeks does not allow for alternative arrangements to be made regarding staffing costs or other related expenses. Unplanned absences or sickness does not suffice for a reduction in invoices as this would place undue financial pressures on our programs ability to run. FINANCIAL ASSISTANCE AND CONSIDERATION:North West Disability Services will not discontinue service due to an inability to pay, if your financial situation are making attendance to our programs impossible please communicate this in writing addressed to the Board of Directors, before any given invoice is due. North West Disability Services will consider financial assistance on a case by case basis, if you have any questions in regards to this please speak to the Hadpac Coordinator, Respite Manager or CEO.
Other Programs run at North West Disability Services As well as the range of programs that are provided during the year there is also a number of other exciting activities and opportunities for our clients. See below for some upcoming special events…. · Camps – Each year there are a range of 3 day stays and retreats available, or more information please speak with a member of staff. - Discos – North West Hosts Friday night discos monthly at the main building from 6pm – 9pm for a small entry fee. Each disco has an exciting theme and allows service users to dress up and then get down and boogie while building friendships and confidence. There are disco lights, groovy music, decorations, light supper, games, competitions and raffles – a great night all round! Some of the upcoming themes for this year include Valentine’s Day, Easter, Fantasy, the 1980’s, Halloween, Future etc.
Support requirements need to be negotiated with the Disco Co-ordinator prior to attendance and all service users with personal care or behaviour requirements must be supported by a carer due to limited staffing on the night! The aim of these events is for everyone to have a safe and fun time and so rules must be adhered to by all parties to ensure that these discos continue to run successfully. - Youth Week – Each year the government sponsors organisations to provide a fun day of events at a variety of venues to promote awareness of the importance of activities and socialisation. This day is hosts events such as face painting, craft, jewellery making, plaster mould painting, bocce competitions and other sporting challenges, games, BBQ lunch, music, speeches and awards.
- Service User Christmas Party – Each year North West Disability Services organises a Christmas Party at the main building. This is a chance for all service users, carers, staff, family and friends to get together and celebrate the spirit of Christmas and the holiday season. There is always a great array of food, a guest appearance from Santa himself, games, entertainment, Christmas carols and presentations. A night of celebration not to be missed – start planning your festive costume now!
Please keep your eyes peeled for the regular HADPAC carers newsletter which will provide further information about upcoming activities. Thank you for choosing North West Disability Services. We will look forward to working with all of you!
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