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The below policies provide guidance on how SchemeWise operates and works with people across our service sectors.
These policy summaries are presented in plain English to aid reading and interpretation (may combine various policies).
As available, under each policy section our easy read version is also provided.
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Working with vulnerable persons
At SchemeWise Pty Ltd (SchemeWise) the safety and best interests of a person (customer) to keep them safe from abuse, assault, neglect, or exploitation is paramount.
Customers and their families/representatives, and SchemeWise officers should:
⇒ understand the rights of a person living with disability, aging Australians or people suffering injury;
⇒ be aware of what constitutes abuse, assault, neglect or exploitation, and
⇒ be aware of signs and indicators;
⇒ be aware of other signs such as home safety, loss of capacity, increased accidents or falls, misuse or inappropiate financial activities; and
⇒ know how to take action to improve safety and reduce risks.
Our officers have awareness of the prevention and protection of all customers from abuse, any harms, and are committed to ensuring their safety. Equally, they take safeguarding and measures to ensure this occurs equally as seriously. This may include insisting on certain service activities or the involvement of community and/or mainstream services (at any time), or any reporting or investigations as may be deemed necessary by management, where particular risks are present.
Please be aware that our officers may have additional legal obligations beyond those of the NDIS or Aged Care systems. For example, our nursing and other allied-health people are ALL mandatory reporters for child issues, violences (any kind) and abuses (includes vulnerable adults and elder abuse). Our people also take action to ensure appropriate safeguarding of people from harms (whether intended or not, or self directed) - commonly this can involve issues with medication use and daily management or staying safe at home, if they live alone. We will make every effort to balance dignity of risk against harms ocurring, but must insist on safe practices and arrangements being utilised.
With any safeguarding action necessary we will inform you, and may need to increase involvement and undertake safety planning with the person and/or other services. When this happens, however it occurs, a SchemeWise service(s) cannot be cancelled for a minimum of 45 days. During this period we will advise you of the arrangement needed and how we will work with you, and other parties, to increase safety. This is a fundamental safeguarding response SchemeWise employs as it often works with people with higher level lived risks and/or complex issues or disability in their circumstances. We particularly recognise the need for safety and other planning when people live alone, have very low or no regular informal supports (e.g. family involvement), or low services use or visibility from multiple services. Or where specific violences or harms may be evident (any).
SchemeWise is a safety first, zero tolerance, organisation. Response to allegations of abuse, harms, neglect, exploitation, fraud or other functional problems shall occur promptly, sensitively and confidentially to protect children or vulnerable persons from further harm, and ensure access to or conneciton with the medical, psychological, safety planning or other assistance to which they are entitled (may include referrals and safeguarding reports to child safety organisations). Officers, customers, carers/family, representatives and advocates should be aware that any allegations or suspected instances of abuse, exploitation, any harms or neglect, as well as any other safety or financial concern (however this is observed or becomes known), may be reported to any third parties deemed necessary by SchemeWise, at any time. It is not our requirement to establish facts, but to report reasonable concerns. For urgent and emergency issues, we may refer to the police (or similar) and advise of any immediate welfare concerns, and will follow any actions advised necessary.
Access easy read document about disability safeguarding - here
Person-Centred Service
At SchemeWise you have the right to choose the supports provided to you and how that support is delivered. We can only deliver a support if it is in our capacity to do so and is safe. SchemeWise people will work with you, in conjunction with any other stakeholders or advocate/s you wish to have involved. To do this, we need to have/obtain accurate information so we understand you, and your circumstances, as best as possible.
All of our services generally require the disclosure by you of health/disability and/or mental/cognitive diagnoses either as sighted or provisioned reports. Failure to provide this information means we may not understand your needs or circumstances, may increase risk unnecessarily, and may affect reporting accuracy in particular. However we will also use our reasonable endeavours toward gaining information to ensure we understand your needs through consultation/assessment with you. We ask for a head and shoulders photo of you also, so our people can identify you (this is vitally important in the event a different officer is required to provide service, e.g. due to illness or leave).
Some services like support coordination, case management and recovery coaching require funding plans to be provided. SchemeWise will not provide service in absence of these. For our therapy-based services at least an NDIS or Aged Care or rehabilitiation goal (stated goal) is required to facilitate progress reporting and recommendations. We may assist you to make a SMART goal under a stated goal if this might help you; these kinds of goals are usually steps along the way to achieving the bigger goal.
Our usual process is to make a Service Plan outlining your needs and goals and the direction of service. Primarily this is done via our intake process at service commencement and then reviewed with you regularly. You are generally in control of the direction of the service(s) being provided, and we will make service adjustments as you require (and are safe to make) in consultation with you (or your representative if you cannot make decisions). Customers can also ask to change their service plan if it no longer meets their needs (e.g. if they make a new goal with their funder). Or we may help you change it, if your circumstances change and we feel it would otherwise be detrimental to you and/or to the use of your requested service.
Where made, plans are developed with you (and/or your representative), respecting the principles of dignity of risk and person-centred planning processes which place you, at the centre of everything SchemeWise does. Management strategies required in service delivery are used only as absolutely necessary for your, others and/or service safety (noting SchemeWise cannot support people with specialist behaviour plans in place - see below).
SchemeWise will discuss with you what requirements you have for support and will include any NDIS, Aged Care, Rehabilitation or life goals you may have and what strategies will be utilised to achieve your individual outcomes. You can of course decide to not have a written plan, and instead direct your focus for any service in a particular direction. Either way, we will make a case record to reflect your needs as expressed to us and the focus you wish to pursue. Where you decline to express a service goal or plan (if required under a scheme goal), SchemeWise Officers may still need to make a goal/plan to guide their support delivery to you as this is considered good practice; they will generally record this in your service record too. Where a goal is not possible to make, service cannot be provided.
Respectfully, we also have a right to insist that your service is directed to stated/agreed goals and the funding provided for that purpose. This helps you stay on track and ensures our quality services always provide effective and efficient responses. Where we do not think a service adds value, or is no longer providing benefit for the intended purpose, we also have a right to discharge your service. Where a service request may increase a risk unnecessarily or leave a person unsafe, we also have a right to refuse such direction as this may otherwise breach our responsibilities.
Where requested, translated/alternative materials will be provided within reason and available resourcing. It is always our aim to meet this need as is possible. If we cannot meet such request we will tell you and provide the reason. It is then your choice to retain your service in a possible way, or you may reconsider your service and seek a provider whom can provide materials in the translated/alternative form you require.
Customer service plans are reviewed on a regular basis to make certain that we have the right supports in place to meet your needs and update any information that may have changed. For this reason, you are required to disclose any reasonable changed information about you whihc may affect your services delivery, so that we can incorporate that into planning with you. SchemeWise is not liable for failures of your or your representatives actions and/or inactions in this regard, including any reporting which may take a view at variance to other opinion or circumstances, had it been made aware of any material facts.
At SchemeWise your service plan and related information will be used to aid any progress reporting about you. At each new plan commencement SchemeWise will seek to update or make a new Service Plan reflecting any new scheme goal(s) you have made or updating the focus on an existing goal (e.g. make a new SMART goal under a stated goal) and to update risk information. Customers may request an alternative service plan format in the situation where our usual process does not meet their needs.
For customers under power-of-attorney or guardianship or have a plan nominee, regardless of these SchemeWise people will generally seek that its customers have an understandng of their service, are aware of service direction, and will always tell people what is happening during a service episode (e.g. why something is necessary) and check they are OK. This is because regardless of arrrangements around a person, in our person-centred servicing we still need to hear from you and ascertain your agreement (or directions) for any service requirements or changes, in so far as personal capacity allows this. We generally do this at each and every decision point. Likewise, this provides SchemeWise people the opportunity to ensure appropriate consent, choice, control and comfort (especially important for any therapy or health service delivery).
Customers are expected to use their available and personal capacity to interact with SchemeWise directly and honestly to the fullest extent possible (e.g. a person refusing to engage with service personnel, or using other parties to do so, despite having capacity to do so themselves is behaving dishonestly). This is all part of being person-centred, hearing from customers, respecting the right to work together even if we disagree, and providing professional quality services too. Note: in some cases behaving dishonestly may require public reporting where concerns for safety also exist. Likewise, for plan nominees or representatives not engaged in person with a customer (e.g. at their home on a regular and ongoing basis or the party is not located locally to the customer), SchemeWise is unable to take instructions from them as it may be unsafe to do so. In these cases, we insist on working wih the customer directly and secondarily seeking broader engagement to test our assumptions and gain broader knowledge of a matter, before deciding a course of action.
Service access and use
SchemeWise aims to return enquiries and contact within one business day, where possible. Sometimes this may not be possible where there are high contact volumes, other urgent or emergency customer issues which we may need to respond to, or where our capacity may be depleted (e.g. due to officer illness). SchemeWise also works on a triaged basis, with the most urgent and time critical issues responded firstly, down to routine or general matters. SchemeWise encourages all customers to engage with its personnel in considering their service needs and booking service times, in advance.
Disability support coordination services require SchemeWise to also undertake a service monitoring role and to ensure safeguarding with other supports and services (ensuring they deliver and do what they are supposed to do in a safe way). We therefore request to meet and see people at least monthly.
Psychosocial recovery services require regular weekly involvement on commencement. Some people may require more frequent support (e.g. if they have concentration problems or have recently experienced a change in their mental health). Coaching by its nature is focused on 'regular' skills-building and wellbeing support toward enhancing a customer's personal capacity; just like a sporting team trains regularly. Your coach will discuss with you any future timing as your capacity or needs change.
Health and allied-health services require an initial appointment (1-2 hours) for assessment or other documentary needs - therapeutic services can only be delivered after quoting for this purpose, confirming funding availability, and a service agremeent is completed. Payment for assessment/documentary needs must be authorised in advance or paid privately (customers may be able to seek scheme/Medicare reimbursement afterwards). A service agreement cannot be made until the assessment/documentary process is completed nad funding availability is confirmed to our satisfaction. This is essential so we can advise on the design and cost of a therapy service, to address any particular requirement.
For nursing catheter or medication administration services, clear written Orders from a doctor or specialist are essential (must be dated, signed and include medical service contact details). If you do not have this evidence you must obtain and provide it to SchemeWise, as we can only deliver these services on the basis of the stated medical need, equipment, medication dose, etc, advised. Orders must be updated at least each 12 months. By law, our nurses cannot undertake a procedure or administer a medication if there is any safety concern or contraindication noted (this includes if due to any concern they may not be able to provide required after care from a procedure or medication use). In these cases, customers must consult with their doctor or other health/medical service. A cancellation fee is charged where customers provide short notice disclosure, or do not disclose, a problem; which is subsequently evidenced and contraindicated against this policy as it would not be safe to complete the intended service.
SchemeWise will not provide service to any customer deemed to be under the influence or the effects of alcohol or other drugs at the time of service. A short notice cancellation will be enacted for persons deemed to reasonably under the infuence. If we believe these issues are a persistent concern then we may need to make a report to an alcohol or other drugs service in order to meet our safeguarding obligations.
Customers under NDIS or Aged Care are required to obtain and provide all PPE and therapeutic products for their services. SchemeWise provides PPE and therapeutic products for private/injury scheme customers only, at additional cost to the service fee. The use of a COVID-19 or other disease rapid antigen test (RAT) or similar provided by SchemeWise is at customer cost ($15) where this is necessary to use due to any service concerns with a customer and/or their representative or attending support person - whether or not a positive result is returned.
SchemeWise people may involve emergency services for any credible, reasonable or imminent threat to health or safety identified through service access and use. Our intent is to protect health, safety and life in so far as is practical to do. Thank you for your understanding.
Customer Rights and Responsibilities
Disability Rights
⇒ To be treated with dignity and respect and to take considered risks. ⇒ The right to be informed about what services/suppo are available to you. ⇒ To choose what service you will receive (choose one or more from SchemeWise or others). ⇒ The right to privacy and confidentiality. ⇒ To express your own views and ideas (consultation). ⇒ To have someone with you when receiving a SchemeWise service or support. ⇒ The right to have someone to speak on your behalf (appropriate consent / documentation required). ⇒ To access your records and provide corrections (must provide verifiable / accurate information).
Aged Care Rights
⇒ Safe and high quality care and services. ⇒ Be treated with dignity and respect and live without abuse and/or neglect. ⇒ Have your identity, culture and diversity valued and supported. ⇒ Be informed about your care and services in a way you understand. ⇒ Access your information, including information about your rights, care and services. ⇒ Have control over and make choices about your care, and personal and social life, including where the choices involve personal risk. ⇒ Have control over, and make decisions about, the personal aspects of your daily life, financial affairs and possessions. ⇒ Be listened to and understood as well as maintain your independence. ⇒ Have a person of your choice, including an aged care advocate, support you or speak on your behalf (appropriate consent / documentation required). ⇒ Complain free from reprisal, and to have your complaint/concern dealt with fairly and promptly. ⇒ Right to personal privacy and to have your personal information protected. ⇒ To exercise your rights without adversely affecting the way you are treated.
Health/Allied-health Service Rights (rehab/injury sectors)
Australians’ healthcare rights are set out in the Australian Charter of Healthcare Rights. These rights apply to any healthcare service you receive, anywhere in Australia, including in public hospitals, private hospitals, general practice and in the community.
The 7 basic healthcare rights are listed below:
⇒ Access: You have a right to healthcare services and treatment that meet your needs. ⇒ Safety: You have a right to receive safe & high-quality healthcare that meets national standards, and be cared for in an environment that is safe and makes you feel safe (includes your home). ⇒ Respect: You have a right to be treated as an individual, and with dignity and respect. Your culture, identity, beliefs & choices recognised and respected. ⇒ Partnership: You have a right to ask questions and be involved in open and honest communication. You can make decisions with your healthcare provider, to the extent that you choose and are able to, and you may include the people that you want in planning and decision-making. ⇒ Information: You have a right to receive clear information about your condition, as well as the possible benefits and risks of different tests and treatments, so you can give your informed consent. You can receive information about services, waiting times and costs, and be given assistance, when you need it, to help you understand and use that health information. You also have the right to access your health information. You must be told if something has gone wrong during your healthcare, including how it happened, how it may affect you and what is being done to make your care safe. ⇒ Privacy: You have a right to have your personal privacy respected — information about you and your health must be kept secure and confidential. ⇒ Give feedback: You have a right to provide feedback or make a complaint without it affecting the way that you are treated. Your concerns should be addressed in a transparent and timely way, and you have the right to share your experience and to participate in the improvement of the quality of care and health services.
All customers also have general consumer rights under Australian Consumer Law. Read More on Rights:
Aged Care Charter of Rights UN Converntion on the Rights of Persons Living with Disability Health Service Rights Consumer Service Rights
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Customer / representative responsibilities
⇒ To respect SchemeWise officers and communicate appropriately and respectfully at all times.
⇒ Refrain from behaviours which may put our people at risk, or safety concern, or be intentionally combative (verbally or physically), or work against the provider.
⇒ To understand that the home is a “workplace” and that occupational health safety must be adhered to when SchemeWise officers visit – including taking action to ensure reasonable requests to remove pets (or restrain), that service disruptions in your home are addressed and managed, that other parties in your home will not cause undue risk or safety concerns, and that your home is tidy and clean for our officers to attend there.
⇒ To respect the conditions within your service agreement and related service(s) plan between you and SchemeWise. This includes:
> the provisioning of circumstantial knowledge and information about you (e.g. this may include providing relevant contact/emergency information and/or health/disability reports and/or service/support uses - if we do not have this information we may not be able to provide a service to you safely, work safely with your other services/support, and/or appropriately address reporting/referral needs), and
> work in a spirit of cooperation, openly and honestly, including engaging with us on service delivery, in making timely decisions for your support or service in your exercise of choice and control within your stated goals, and
> ensuring that arrangements are in place to support service invoicing and accounts settlement. (Service may be withheld or withdrawn and referrals to external collection agencies after 14 days non-payment for service).
⇒ To provide SchemeWise the stated number of full days notice for cancellation of any booked service episode/shift under your service agrement terms (may be a different notice period under any public emergency or community declared periods - e.g. due to pandemic, disaster, environmental emergency or similar issue). This is sometimes referred to as a 'short notice cancellation'. Where no notice or short notice is provided (and no legitimate reason can be supplied e.g. hospital discharge summary) and SchemeWise cannot replace the work, you must pay the cancellation fee for that service episode/shift (minimum one hour charge).
⇒ Where a cancellation of service is sought in full (any reason, by either party), two forms of Notice is required as a reasoanble safeguarding measure. Customers or their representative, are required to work authentically and personally with SchemeWise, during a specificed Notice period to assist progress reporting, settlement of account and any other matters to service closure. Where a scheme is unable to pay or settle an account, the outstanding amount becomes the personal responsibility of the customer/representative. (Referral to a collection agency is made for outstanding accounts beyond 14 days). Service cancellation is not possible during any advised safeguarding period and customers agree to remian connnected with SchemeWise for 45 days so that it can assist to resolve any safety concerns - after which 14 days Notice can be given (in two forms) if the customer still desires to replace their service.
⇒ Be aware that SchemeWise retains a right to immediate cancellation of your service or support where you deliberately breach a term of your agreement, or by breaching any of your responsiblities (in this section and other policies too), or you /your representative or other associates act in a manner which is not respectful of SchemeWise or its people and places them at undue risk in providing a service/support to you.
Confidentiality, Privacy and Dignity policy
SchemeWise understands we are trusted with keeping your information private and only discussing or sharing this information with appropriate people as outlined in SchemeWise’s service agreements. We respect your right to privacy and will only minimally disclose information with your consent or where required by a law, or to ensure your (or others) safety, welfare or health.
SchemeWise keeps customers personal information in an electronic secure and private system operated by it only, and located in Australia. All SchemeWise systems are encrypted end-to-end, audit logged to assure information remains secure and protected from various nefarious processes through our practice of security principles. Systems only provide our people access, as required (federated authorisation).
SchemeWise does not pass your personal information on to anyone without your consent – which is expressly required in written format (this includes with government agencies which require a consent be made to authorise correspondance). Customers provide an express consent to disclose minimal non-identifying information under their service agreements - specifically for use where there is a intent to assist customers to connect with sectoral services or supports. Otherwise, customers are asked to sign a client consent form which outlines what information they wish SchemeWise to obtain or release or exchange with, any other services or supports (e.g. mainstream supports). All SchemeWise people are required to sign a confidentiality agreement that protects the privacy and information rights of customers.
SchemeWise maintains customer rights to privacy and confidentiality at all times. We may use your personal information to do the things you have asked us to do, or occasionally let you know about other services we offer which may be of interest to you. We may also use your information to seek feedback from you, e.g. via surveys or similar, so that we can improve the quality and management of our services.
Privacy Principles
SchemeWise adheres to the Australian Privacy Principles of the Privacy Act 1988 and various amendments. Each state and territory has enacted harmonising legislation conferring a nationally consistent privacy scheme. There are extenions to the Privacy Act including extra precautions for management of Health Information.
All SchemeWise’s Officers agree to adhere to SchemeWise confidentiality and non-disclosure requirements under their work agreements – this obligation does not end after their employment ceases.
Please note that SchemeWise only retains information required by law, and/or as necessary for the provision of services under any relevant scheme. This is usually a minimal set of information and for a defined period after which files are securely destroyed.
Materials, Handling of Files and Storage of Information
SchemeWise is committed to ensuring that Customers’ personal information is protected and confidentiality assured. SchemeWise will only collect information that is relevant and applicable to the service(s) you choose from us, and which helps us meet your needs.
Disposal of personal information is carried out in a manner in keeping of the Privacy Act. NDIS providers are required to keep record for a minimum of 5 years. Other laws can require we keep records for a much longer period depending on the issue.
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Codes of Conduct
SchemeWise is committed to encouraging a safe, supportive and productive work relationship with customers. All SchemeWise people are subject to the NDIS and Aged Care Codes of Conduct which outlines your rights including:
⇒ act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws and conventions; ⇒ respect the privacy of people with disability or senior Australians; ⇒ provide supports and services in a safe and competent manner with care and skill; ⇒ act with integrity, honesty, and transparency; ⇒ promptly take steps to raise and act on concerns about matters that might have an impact on the quality and safety of supports provided to people (as is reasonable to do); ⇒ take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse of people; ⇒ take all reasonable steps to prevent and respond to sexual misconduct.
These Codes are not intended to be exhaustive and cannot anticipate every situation which may morally or ethically compromise an officer, or SchemeWise itself. In this regard, SchemeWise expects its people to use their common sense and sound judgment. However, compliance with the Codes is an obligation SchemeWise takes seriously. Breaches of either Code by our poeple could result in disciplinary action or dismissal.
SchemeWise Officers have an ongoing responsibility to comply with organisational Workplace Health and Safety policies and procedures, Legislated Acts and regulations and to adhere to safe work practices, as well as consider conflicts of interest.
All SchemeWise’s Officers are required to sign their agreement to adhere to and uphold the these Codes of Conduct and WHS principles under their appointment agreements.
Some SchemeWise officers, like nurses, occupational therapists, and counsellors (or similar) may be additionally subject to the Code of Conduct of their own profession. For the avoid of doubt, within an NDIS or Aged Care service delivery role (only), the NDIS/Aged Care Code takes precedence should conflict exist.
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Rehabilitation / Injury and Private health/allied-health service Codes of Conduct
Many of SchemeWise services are covered by the Professional Registration Code of Conduct under government regulated services through AHPRA (the Australian Health Practitioner Regulation Agency) like nursing, physiotherapy and occupational therapy.
See: Nursing Code of Conduct OT/Physio Code of Conduct National Accreditation Scheme
The National Code of Conduct for Healthcare Workers sets out a range of minimum standards for health practitioners not regulated by AHPRA . This National Code, agreed to by the Australian Council of Australian Governments (COAG) Health Council in April 2015, is intended to be enacted by every Australian state and territory. It covers, for example, services provided by counsellors, psychotherapists, naturapaths and herbalists. The Code is utilised in NSW sine 2012 but has not been enacted in the ACT at this point (remains at proposal stage since 2018).
See: The National Code - NSW The National Code - ACT advisory
Officer Screening
People with a disability, older Australians and those vulnerable through injury can be more susceptible to abuse, neglect and exploitation than other members of the community. A high priority of SchemeWise Pty Ltd is to increase the safety of people when they are accessing its services.
A requirement of the SchemeWise service sectors is that all workers and volunteers must undergo criminal history screening every three years. SchemeWise people may have police checks completed or an equivalent like the Working With Children Clearance (NSW) or Working With Vulnerable Persons (ACT) checks. They are also screened with the NDIS Worker Clearance process. Records of these clearances are retained and updated regularly. Our nurses and allied health people must also hold a right to practice with either a government authority or an appropriate professional body - providing an additional layer of oversight and quality assurance.
SchemeWise may source and utilise officers it engages from national worker registers and may check new people against the register too. These registered provider details of any previously reported isues or barrs applied to practice. SchemeWise also proactively reports issues to regulators or government agencies (as relevant) if there is a change in status or an issue becomes known – this is our way of keeping our customers as safe as possible.
Culturally Appropriate Support
SchemeWise provides proactive strategies to promote the cultural, ethnic, religious, and individual beliefs of its customers including Aboriginal and Indigenous peoples. Customers along with support/advocate persons are encouraged to share their cultural values with SchemeWise to assist in this process so we may learn and improve our services.
SchemeWise provides flexible, sensitive and culturally appropriate care for its customers. We work toward building relationships and connectedness between officers, customers and their families and representatives, in order to achieve mutual understandings and meet individual service needs.
SchemeWise is aware of how race and ethnicity influence family life and the way in which support is carried out. Officers are encouraged to collaborate with customers and families to meet specific cultural requirements as part of our person-centred service delivery.
Where requested, interpreter services can be provided within reason and available resourcing. It is always our aim to meet this need in a reasonable fashion. If we cannot meet such request we will tell you and provide the reason. It is then your choice to retain your service in an agreed language (default is English) or you have a right to reconsider your service and seek a provider whom can provide materials in the language form you prefer.
Statements
SchemeWise recognises our First Nation’s People (Aboriginal and Torres Strait Islander people) as the traditional owners and custodians of the lands, on which we deliver services. We recognise the unique culture of First Nation’s People, and their deep and enduring relationship to Country.
SchemeWise is committed to developing cultural responsiveness, competence, sensitivity and safety to Aboriginal and Torres Strait Island people, to enable and support positive actions toward reconciliation.
Valuing the knowledge and experience of First Nations People in matters affecting Country, we will:
⇒ Develop an organisational culture which respects our First Nation’s People and their culture;
⇒ Promoting acceptance of cultural diversity within SchemeWise by supporting our people to develop cultural competence, sensitivity and safety;
⇒ Ensuring our relationships with our First Nations’ People and communities are based on the principles of equal partnership, respect and social justice.
Cultural safety, respect and sensitivity to people from diverse cultural and linguistic backgrounds and their community ties ,is also integral to the delivery of quality services to broader Australian communities. Whilst cultural practices are not the sole determinants of customer preferences there may be significant individual differences, within and across communities, that can only be understood from a cultural safety approach by our people.
SchemeWise supports:
⇒ adoption of initiatives that build the broader cultural awareness and competence, sensitivity, and safety for customers, within our workforce;
⇒ availability of and support for qualified and trained translators who can ensure effective, efficient and reliable communication between our people and customers, their representatives, families and carers, particularly within the context of disability services;
⇒ development of protocols to guide the use of interpreting and translation services, including addressing the issue of people not feeling able to honestly relay information due to their own cultural beliefs;
⇒ the provision of information, as is reasonable to achieve, in a range of community languages, including website information that specifically addresses concerns communities have about services access, use and privacy.
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Duty of Care and Dignity of Risk
Duty of Care
All SchemeWise officers has a duty of care to the person with a disability that they are supporting and others in the general community when working within a community environment. A duty of care is breached if a person behaves unreasonably or fails to act (which can also be unreasonable in a particular situation). A duty of care can be breached either by action or inaction.
Harm can fall under any or all of these headings: Physical; Mental/Cognitive; Emotional; and Financial.
Duty of Care means that while you are receiving our services we will do everything reasonable to take care of your safety and wellbeing at all times. SchemeWise has a responsibility to be careful where injury or harm is foreseeable. SchemeWise also has a responsibility and duty of care to its people. We will not be able to provide supports where duty of care to participants and/or officers is or is likely to be compromised. We will always work with parties to ensure duty of care and safety is maintained wherever possible to do so.
Where harms are likely evident/advised (includes any self-harms), you are required to engage and work with us in a focused way for 45 days as a safeguarding measure and cannot cancel your service during this period. We may also be required under a law or regulation to advise your other providers so they can assist you too, or your health/medical service or team, or a regulator, or police. During this period we will assist to put in place a safety plan and ensure your other services are aware of it too. If necessary we may also undetake an investigation into any matter if it is within our capacity (e.g. due to a complaint).
Dignity of Risk
SchemeWise respects your right to make an informed choice; to experience life and take advantage of opportunities for learning, developing competencies and independence and, in doing so, take some risk.
SchemeWise seeks to ensure that in a person’s risk-taking, that its duty of care is maintained while supporting a customer to fulfil their stated goals. However, if a risk is unacceptable or the person clearly lacks capacity to understand/consider/address a credible or forseeable risk, and it is likely to result in any form of harm, we will also act to ensure our duty of care is carried out. Balancing these needs is something SchemeWise takes very seriously, seeks communication around such matters, but may otherwise discharge this legal obligation whether or not agreed with the customer or their representative. Always, SchemeWise action is directed to forseeable safety, firstly, and this is not something our people shy away from. If necessary we will help customers put in place a safety plan to understand what risks are reasonable and what risks are not. SchemeWise is a safety first, zero tolerance, organisation.
Note: SchemeWise also reserves its sole right to direct service to the addressing stated goals and purpose of funding. This may include in the use of other servies where we undertake a support coordination, case management or coaching role. Where there is evidence of claims for services not provided or potential misuse of funds, reports are made.
Eliminating Restrictive Practices
SchemeWise seeks to reduce and preferably eliminate any use of a restrictive practice. Where this is not possible we focus on the least intrusive option on the lives of those we support. We recognise our customer's right to live in an environment which is most supportive and which promotes their rights to autonomy and freedom.
SchemeWise is committed to providing services to young people and adults in an environment that is free from the threat of harm, injury or maltreatment. And supports the safety of its people too.
A restrictive practice means any practice or intervention that has the effect of restricting the rights or freedom of movement of a person. Under Restrictive Practices and Behaviour Support Laws certain restrictive practices are subject to regulation. These include seclusion, chemical restraint, mechanical restraint, physical restraint and environmental restraint. These are explained below.
PLEASE NOTE: As a private provider, SchemeWise cannot provide services to person's with a specialist behaviour plan in place which authorises restrictive practice(s). This is because under updated laws only registered/approved government providers can service person's with planned and authorised restrictions - such providers are called 'implementing parties' and must report monthly to government authorities on their use of a restrictive practice (a compliance mechanism).
All SchemeWise officers working with young people, adults or seniors, or people living with disabilities are responsible for being familiar with, and must follow, the requirements of SchemeWise’s Restrictive Practices Policy to meet the overarching restrictive practices rules. These means the above restraint types CANNOT be applied and/or utilised by its officers (even if authorised).
If a service/support requires the use of a restrictive practice, please discuss your support needs with SchemeWise Management, firstly, so we can determine if such is actually required for the intended service. SchemeWise reserves the right to not offer service where it feels it is not well placed to manage any behaviours(s) of concern (we usually ask where, how, if and who questions to determine this. Who questions include if the service officer is sufficiently trained to manage a concern within their scope of practice, as opposed to implementing a restrictive practice, or can be trained to manage a concern so as to maintain the dignity of a person and service engagement, safely).
A general positive behaviour management approach may be applied for customers: 10 years or older; with a cognitive or intellectual disability; with behaviour that causes or may cause physical harm to themselves or others; with impaired decision making capacity; and/or whom are aged and live with a cognitive or dementia condition. This approach will focus, if required and as a last resort, on the least management required for concerning behaviours only (however SchemeWise preference is no use of any management practice, or the retirement of an existing practice over time if the former is not possible). SchemeWise usually considers this within a general positive behaviour support Tier 1 framework - meaning the use of systems, policies and procedures or general controls which can be applied to assist customers. Where this is not considered possible, SchemeWise may need to respectfully retire from, or refuse to provide a service, as it would not be safe and could not be reasonably managed. Usually a tier 1 framework is useful where there is a lower level of executive dysfunction or behavioural disturbance only. (A great example are schools, which apply tier 1 controls by default. E.g. promoting respect/safety, self expression, compassion, equality, expected behaviours, tolerance, etc.)
We may make a general behaviour plan (if not made elsewhere) with a customer of those management strategies to assist them in their service engagement. SchemeWise seeks to do this in an open and transparent way with the cusomter and/or their representative (some people may have heard this approach within terms like open disclosure). For example, better ways to communicate with each other, or how we can help people understand their service and provide information about their service in a respectful way which does not trigger a behaviour of concern arising. Likewise, a plan might identify the best means supporting an individual's needs within a service use (particular equipment or envirnomental controls like reducing noise or using certain service times only), but also identify consequences if certain behaviours were displayed - like pause a service (for a short period of time), end a service episode early (or not start one if in a heightened state), or when a service exit would need to be sought (not safe to provide).
View our disability restrictive practice easy read version - here
Choice and Control
We will respect your autonomy and independence. You will have the opportunity to exercise choice and make decisions about your life. We encourage you to be involved in the decision-making process at various levels of service delivery, either by participating directly or having a representative participate and ensuring your voice is heard. Regardless of having legal capcity (or not) or a representative, we will always seek your direct responses, involvement and feedback so we may incorporate this into any action we assist you with (to the extent possible and safe).
When assisting you to exercise choice and make decisions, we will take care to ensure you understand the meaning of the options presented; and we will give you as much information as possible to enable you to make informed choices. Our officers will discuss with you any risk that you may face as a result of a decision. If there is doubt about the possibility of harm, you can further discuss concerns with SchemeWise Management.
SchemeWise will support you to exercise your right to make decisions about issues affecting you by ensuring:
⇒ Individual service plans state YOUR preferences;
⇒ Our service interactions give YOU maximum opportunity to exercise choice and make decisions;
⇒ You are encouraged, wherever practical, to make decisions about your residence, employment and relationships; and
⇒ We encourage you to develop skills required to participate in life, community, social, training and employment settings.
SchemeWise believes you should make decisions or be supported in making decisions about who will assist you in your personal care and the timing of your daily routines (for example, when to go to bed, when to eat, when to do chores, what to eat and drink and so on). We will empower you by ‘stepping back’ or ‘stepping up’ in our roles as you require us so you can learn and build capacity at your own pace! Learning from experiencing is something SchemeWise people focus on to help you.
NOTE: Choice and control is NOT about making decisions which result in you being placed at undue risk, or increasing potential harms (any), misuse of service(s), or doing different things then stated goals or purpose for which any scheme funds are provided you (some of these may be considered fraud or a breach of duty of care by others). If we believe a service/funds use is not as intended, we reserve the right to direct service back to the funded intent. In the case of coordination and coaching services, this may include directing other services to take certain actions toward delivery of stated goals/funding and ensuring you remain safe. E.g. using a support service to access alcohol, illicit drugs or gambling would never be a reasonable choice and control service outcome as it promotes obvious, or increases, specific harms. Similarly, people living alone who have evidenced accidents at home and do not have alerting equipment, procedures or regular services operating (e.g. daily) or have very low or no informal supports, require referral for assessment and safety.
View choice and control easy read - here
Complaints
All people in our community have the right to complain if a service they are receiving is inadequate or a problem arises which affects them. They have the right to access appropriate bodies who will listen and act on any grievances also. SchemeWise does not claim to be perfect, and our people are only human too, but we aim for great standards of service.
SchemeWise recognises and supports the right of customers and their family / representatives to complain about a service being provided. If people are concerned or unhappy with their service or the treatment they receive they are invited to discuss their grievance with SchemeWise. We want you to feel comfortable to initiate this process without fear of recrimination and in the knowledge that a satisfactory resolution will be pursued. We make every effort to resolve grievances within 21-30 days (note: investigation of any concern may be necessary either involving a SchemWise person or any other service/support). Where issues are found with others services SchemeWise generally reports all such concerns to apporpriate third parties (it is not SchemeWise position to establish the facts, but to report concerns if they are likely to be present based on any available information).
Contact SchemeWise with your concerns and we will address all complaints whether formal or informal in a fair and positive manner with confidentiality maintained throughout the process. SchemeWise does care and we will act to ensure matters are addressed. It is our desire that you enjoy using your SchemeWise service(s) and have oter safe services which are fit for purpose too.
A great first step would be to discuss your concerns with the SchemeWise service officer directly - they will not be mad or angry but will focus on what the issue is and how we can make your service better for you. If you don’t believe that has resolved things, then contact the SchemeWise Managing Director. Matters of a serious nature will be investigated by SchemeWise Management. All serious concerns are acted on and may be reported if there is a potential that a law or other requirement is breached (by our people or someone else). Please be aware that all services operate within the constraints of relevant laws, regulations, scheme requirements and SchemeWise policies/procedures reflecting these.
Some requests may not be honoured if they are unlawful, may or could like result in harm to any person, or may otherwise be limited due to any action or inaction of a customer. Likewise, a service option may not be affordable under the funds available and we will always work to determine what is the best and safest service option. Within its professional advice, customers/representatives should also be aware that SchemeWise has a right to end a service (retire gracefully) if in its professional opinion requested changes are unlikely to provide benefit to a person in the manner of operation requested - this is to prevent harm being caused. SchemeWise can only modify service delivery where safe to do so.
To learn more about our complaints process - click here
SchemeWise also comprehensively lists the various parties you can talk with in our service agreements if you are not satisfied with the outcome from your complaint or grievance, after working with us. You have the right to pursue your grievance with these other parties if you are not happy with our response after we have investigated your concern. SchemeWise has a right to reply within external grievances, where these are sought, and is generally required to respond with evidence. We may make a submission detailing our attempts to work with a customer/representative or any other third party to address any matter also.
View disability easy read version (may also help older poeple with cognitive conditions) - here
Please note that notice recieved after the conclusion of a service is NOT a complaint and that SchemeWise considers this 'general feedback' within its commitment to quality and continuous improvement as it is not possible to address a concern not raised with it during a service delivery period, and AFTER the fact. All feedback will be considered within our reflective practices / continuous improvement processes toward service delivery. It is therefore vital you please bring issues to our attention during any relevant service period and as soon as possible, as it is always our desire to work with people and ensure our services meet customer needs and their safety. Please be advised that SchemeWise reserves a right to safety and safeguards reporting. Where complaints are received about such reporting they will not be actioned further in line with our legal and regulatory obligations, to report. Instead, SchemeWise approach to reporting is to step-up and in, to ensure personal safety and that safety (or service) planning occurs.
Incidents
It is the intention of SchemeWise to ensure a safe working environment for both customers and our people. This policy also insures that when an incident occurs it is reported properly in line with SchemeWise service policy and state/teritory/federal legislation or regulation. SchemeWise aims to minimise incidents by documenting, reviewing and redressing the negative consequences of incidents.
SchemeWise considers an incident to be of concern if any person associated with services provided by SchemeWise is injured, put at risk or distressed.
If a SchemeWise officer considers an incident to be of concern, he or she will:
⇒ take immediate action to ensure the people involved are safe, calm and or receiving appropriate assistance;
⇒ Inform SchemeWise Management as soon as possible; and
⇒ Complete an incident report form within 24 hours of the event being known.
Incident reports allow SchemeWise to continuously review practices to ensure we are doing everything possible to maintain a safe working environment for all.
Some incidents, called Reportable Incidents, must also be informed to an appropriate regulator or government entity (e.g. in the Diaiblity and Aged Care sectors). SchemeWise gives no hestitation to do so. SchemeWise will carry out this reporting need in the mandated times, if and where required. We will do our best to ensure you are informed when this happens and take any necessary actions to ensure you are safe from immediate harms. SchemeWise must follow any directions given by regulators.
Reportable incidents include:
⇒ the death of a person;
⇒ serious injury of a person;
⇒ abuse or neglect of a person;
⇒ unlawful sexual or physical contact with, or assault of, a person;
⇒ sexual misconduct, committed against, or in the presence of, a person, including grooming of the person for sexual activity;
⇒ use of specific restrictive practices in relation to a person where the use is not authorised (however described) by a state or territory, or if it is used according to that authorisation but not in accordance with a behaviour support plan for the person.
Many of our people are also mandatory reporters. All harms to any child (however repeated within a best judgment framework) or older vulnerable adult are reported to authorities as they become known. Our intent is to secondarily work with people to reduce problems and promote safety (e.g. by developing a safety plan).
Participation and Integration
One of the most important goals of SchemeWise’s services is to provide customers with every opportunity to participate in community and social life. We do this by supporting skills-building and seeking opportunities with you or in responding to particular identified options you may wish to work towards. We may also assist you to plan other supports necessary to help you access and be involved in community and social life, in a safe way.
Community inclusion helps individuals to gain:
⇒ Experiences necessary for normal growth and development that is not possible in isolated settings.
⇒ A range of social and personal relationships with other members of the community.
⇒ Greater levels of independence by using community facilities and services.
SchemeWise believes each individual should be supported in pursuing safe activities of their choice. This could involve working together with community groups to create opportunities for activities with other members of the community and to increase the friendship network of the customer. This might also involve options for informal/formal training, employment or other community work participation - such as volunteering.
SchemeWise actively works to help customers to develop and maintain skills to achieve valued roles in their community, wheresoever possible. However, we do not support people being put at potnetial harms. This includes other services deviating from their intended purpose, or providing poor or substandard support in community locations - this is part of the safeguarding responses all providers must meet. We this is found to occur SxchemeWIse generally issues a report to a regualtor, police or other service to let them know you may not be safe.
Many of our services specifically operate to assist people to reduce their experience of disability, aging conditions and to be reabled through therapy supports. In so doing, we seek that customers can remain in their homes and integrated with their family units, broader family, their local communities and social networks. Where not possible, we seek options for their ongoing particpation with important individuals and community engagements in a supported way. Likewise, our services can be provided in home to ensure privacy and promote particiation in and with a customers own environment and occupational goals.
Professional Boundaries
SchemeWise is committed to good practice toward maintaining professional boundaries with customers.
We recognise that SchemeWise officers must establish rapport with customers and provide support that optimises their potential to lead a meaningful life when we provide services and supports to them. In doing so, officers need to maintain appropriate professional boundaries between themselves and customers.
There is no single all-inclusive definition of what constitutes professional boundaries. Our intent is to provide guidance on acceptable and unacceptable practice, enabling us to apply clear and consistent standards across SchemeWise.
In setting out a professional context for working with our customers some basic values and principles that govern our professional practice are:
⇒ Boundaries define the limits of behaviour, which allow a professional and a participant to engage safely in a supportive caring relationship. These boundaries are based upon trust, respect and the appropriate use of power.
⇒ The relationship between officers and customers is based around a specific support or therapeutic relationship that focuses solely upon meeting the service needs of the participant. It is not established to build personal or social contacts for officers. Moving the focus of care away from meeting a participant's needs towards meeting the officer’s own needs is not acceptable.
⇒ Personal and private boundaries must be respected at all times. This means outside a service role, officers and customers should not be involved in a personal interaction of any kind. Likewise, officers should not accept gratuities or gifts (other then minor; like bunch of flowers or box of chocolates or the purchase of a cup of coffee) or seek any other advantage.
⇒ It is also never appropriate that SchemeWise officers engage in providing other errands, services or supports outside that assigned by SchemeWise.
Some of these issues can cause what is called a conflict of interest – or create the potential for one. These bring a service into conflict with other personal and unintended interactions which make the service role unclear. Providers are required to actively avoid a 'potential' or 'actual' conflict at the business, service and personal levels.
SchemeWise manages potential for conflict of interest in a service via its services access processes which enable us to raise, test or discuss potential issues, and upon our mutual satisfaction, agree to service provision. For this reason, our standard process is always to meet with a person firstly, and later after a customer has further considered how SchemeWise can help them put in place a service agremement (e.g. at asecond or further meeting). We appreciate that this may cause minor frsutration or delay in getting started with us, however, it is important to consider if any conflicts may be present, and if so that you understand if this may place a constraint on a service, must be managed, etc. Likewise, this stepped approach helps us, help you, understand how your funds could be used to best effect before you are committed to a service. Conversations like this are very important to us, up front, as they help set the professional boundary of how a service operates to help you.
If SchemeWise believes a conflict may be present it will discuss this with the customer and/or their representative and seek to resolve it as soon as possible. If this cannot be done readily or may not be possible, SchemeWise will advise its intent to exit service and assist the customer to find an alternative service or support.
Potential or actual conflicts of interest are reportable within SchemeWise and it may need to take action to reduce conflict too. SchemeWise will also create and keep records related to any potential or actual conflict of interest – documenting the steps it takes to resolve or manage the issue. Management can include disclosure of a potential conflict to a customer and to seek their agreement / acceptance of any concerns.
Commitment to Quality and Continuous Improvement
SchemeWise is committed to ensuring we provide a high quality service that is responsive to the changing needs of its customers. SchemeWise participates in quality assurance processes to ensure that its services are of a high and improving standard.
SchemeWise has implemented a quality system as part of its commitment to its service and support delivery, based on:
⇒ Continuous improvement of our services as the basis of achieving our mission;
⇒ Input of our customers in evaluation and improvement activities (as relevant);
⇒ The need to involve and empower all SchemeWise officers and customers in identifying and implementing quality improvements (as relevant);
⇒ Systematic use of qualitative and quantitative feedback as a basis for identifying and prioritising improvement opportunities; and
⇒ Internal reflection and processes to identify options to continuously improve our information, processes and practices. This includes helping us do our job more effectively and efficiently and ensure our roles remain focused on our customers and meeting their needs.
The achievement of quality outcomes necessitates a commitment to quality procedures at all levels and by all officers of SchemeWise.
SchemeWise is committed to meeting the quality standards expected by its customers in the delivery of the services that we supply to them.
Our quality objectives are to:
⇒ Provide a high quality service using evidence-based materials (collected, obtained, provided or made);
⇒ Use our quality management system as a tool in achieving best practice outcomes across the organisation;
⇒ Practice continuous improvement in all we do;
⇒ Comply with the relevant Commonwealth and State/Territory legislative and regulatory requirements.
SchemeWise meets all relevant NDIS Practice Standards within its service delivery.
View easy read about consultation - here
Note: As part of its commitment to quality and assurance prcoesses SchemeWise collects various information within a service context from which it may collectively draw for the purpose of responding to customer service, or public agency / regulatory needs. This may include, customer provided information, officer observations or interaction notes or assessments however made, voicemail, phone calls or SMS, emails, or other third parties like but not limited to advocates or representatives / family members or mainstream services. Any materials as deemed relevant, are held consistent with the privacy & confidentiality policy.
Risk Management
SchemeWise conducts risk scans yearly (or more frequently if required) in order to identify, minimise or eliminate any potential risks for officers and/or customers through a service delivery lens.
SchemeWise officers also have a responsibility to report to Management if they feel that they or a participant is at risk of being injured during any service or support delivery (or otherwise due to lived circumstances – includes abuse, assault, neglect, discrimination).
Where support is provided in a customers home, SchemeWise generally undertakes a yearly home risk scan with the participant/advocate/nominee stakeholder in order to identify, minimise or eliminate any potential risk for officers providing services in the home.
Our goal is not to immediately eliminate any concerns, but rather to assess the likelihood of injury or harm or any other problem occurring as a result of the identified risk. We actively work to seek solutions that minimise and manage risk to an appropriate level.
SchemeWise also has an interna capcity to undertke formalised risk assessment which is managed through its risk system. Risks are only mitigated or reduced to an acceptable level if the significance of an identified risk necessitates this action. This reflects that people have a right to risk in their lives – however we must balance this with Work Health and Safety for people providing a service or support as well as keeping our customers safe too.
SchemeWise reserves a right and may withdraw service or change any service setting to ensure the safety of its people, or a customer, where the knowledge of a risk makes this the most feasible means of mitigating it. SchemeWise also reserves a right to focus service toward stated Scheme goals of a customer, even if there are lesser service goals in use toward this same Scheme goal. This ensures funds are used for the purpose for which they were given. All potential fraud and misuse of scheme funds is reported (however determined, observed, etc).
SchemeWise has a legal obligation to also ensure its people are not placed at undue risk in their work and can only provide servcies where safe to do so – thank you for your understanding of this.
Workplace Health and Safety
SchemeWise is committed to achieving and maintaining the highest practicable standards of workplace health and safety for its officers, customers, their representatives and family members, and visitors.
When officers go to a customer’s home, residence or community place, that location is a “workplace” for our people. SchemeWise will work with customers to ensure their home is a safe working environment for its officers. SchemeWise had a right to withdraw, pause or cancel a service/support if after working with a customer their environment remains unsafe for its people (includes where a customer refuses to make right an unsafe situation where requested and it is within their control to do so). If we do not think we can make a service safe at a cusomter's home, we will request or advice where a service may still occur or agree to cancel the service.
Animals must be restrained and/or under control or should be removed to ensure the safety of SchemeWise officers.
Smoking (any substance) is specifically requested not to occur while a SchemeWise officer is providing service at a customer's home, reseidence or any other indoor location. There is no level of safe exposure to any form of smoke and as such our people's health may be put at risk. Where this happens, the officer may immediately suspend the service and a cancellation will be charged.
SchemeWise officers have a right to be safe when attending a customer for service for other reasons too. If a customer and/or others (includes pets) are abusive, threating, or intimidating in any way or show any concerning behaviours toward an officer they may also immediately suspend the service, leave, and a service cancellation will be charged. A report is made about matters like this and service will only resume on SchemeWise satisafaction of its people's safety.
Our people will not tolerate:
⇒ hurtful, abusive, vilifying, discriminatory or derogatory language;
⇒ threats to our people or anyone else;
⇒ verbally/physicially aggressive behaviour (to property, animals or people).
If your behaviour is challenging, we may need to implement strategies to manage how you engage with us. Or, we may have to cancel your service if you are unwilling to assist us. This is because community service safety is paramount for our people, and helping you and others stay safe too.
Environmental Safety
To ensure service safety we will conduct a general environmental risk screen on the commencement of your service (this helps our people know what to expect if they are providing service at your residence). This considers the usual environment where your service will occur and allows us both to consider what risks may be present and how they can be managed. If we ask for a certain thing to happen (e.g. pet to be controlled, doore left open, etc), then you must meet that requirement. SchemeWise must insist you follow our reasonable directions for the safety of all parties. If you cannot do this, or refuse, we may not be able to provide a service to you.
Please be aware that SchemeWise has in place processes to record the location of its officers as they are moving about the community. We have alerting protocols they must follow for their and your safety and so we can organise help if we think this may be necessary (e.g. they have not returned to the office in a reasonable time or you and they cannot be reached during a natural disaster in which case we can provide the last known location to emergency services to assist rescue).
You must tell us if you or others in your residence have been exposured or are likely to have been exposed to COVID-19 (before we enter). For disability and aged care services, we may have to undertake public alerting of a customer positive test. We respect your privacy in doing this and any such action, as dictated by regulation, is intended only to keep you safe and ensure you have those other supports and services which may help if you become unwell, or need assistance to ensure services can keep operating safety too (e.g. obtain additional PPE). Our people generally carry PPE and can use this anytime - just ask.
In a community location, SchemeWise officers will check the general vicinity to ensure a customer's safety. If a problem occurs they may be able to offer basic first aid if trained to do so (e.g. apply a band aid) or will call for emergency assistance and stay with the customer. A report is made about matters like this, as well.
SchemeWise accepts its responsibility to be aware of and enforce the provisions of all relevant laws and regulations. SchemeWise Policies and Procedures are formulated for the safety of all parties within our areas of responsibility and service.
Emergencies and public health
SchemeWise is not a health service (rather a disability and injury management provider) and does not provide crisis response services. Customers in crisis should call 000 for all emergency or life threatening issues. For mental health crisis contact the state/territory CATT team run by the relevant public health service.
For other life problems or issues occuring outside of standard business hours, please contact Life Line on 13 11 14 (available 24/7) or Beyond Blue on 1300 22 46 36.
SchemeWise can help customers think about and/or put in place an emergency plan, if they feel they need one, and to help think about things they may need during such periods. We can also help with COVID-19 planning too. Cusomters are required to pay the cost of PPE and make this availalbe, for services use. For NDIS particpants this can be purchased under their plans at nil cost to them, including RAT kits. A deep clean is required at the customers home/residence before a direct service can recommence, after any person there records a positive test.
At times due to emergencies, a disaster, a crisis or for a public health reason, it may not be possible to provide a direct service, safely. At such times, SchemeWise will generally work with its customer to seek an alternative indirect method be utilised such as via teleservice or via phone (if this is a safe option to use and the person can engage this way). SchemeWise may also pause or holdover a service if it cannot be provided safely until it is satsifed that safety can be managed. If a person cannot engage via other means, or it is not practical to offer indirect services (e.g. due to an essential need or situation), SchemeWise will work with the customer to either; a) replace the service with a party that can provide the service temporarily, or b) can provide the service on a replacement permanent basis. Where a customer is not agreed to a temporary or permanent replacement sourced at SchemeWise discretion for continuity reasons, it will be up to the customer to find another service to meet their needs. Where this is necessary SchemeWise is not liable for any actions or inactions.
Service Management, Plans & Reporting
SchemeWise always utilises a written Service Agreement (contract) under which a person's service will operate. A service will not be offered unless this is put in place, firstly, to protect you and us. Our Service Agreements define the service(s) chosen, the cost per hour, a total or estimated cost for the selected service(s) and in relation to any scheme (if relevant), any co-payment required (if relevant), your and our rights and responsiblities, how to pay for your service(s), how to cancel a service and how we can make changes together to a service(s), etc. We will usually meet with you to understand your needs (free-of-charge) then make the Service Agreement, which we will both sign. You will receive a copy of your Service Agreement for your reference and use. A copy may be provided to a fund manager (if you use one) to ensure appropriate authorisation of service payments.
For your ongoing safety, we ask that you also supply carer, emergency and next-of-kin details so that we can let others know if there is any concern during service delivery (e.g. no response at your home when we arrive to provide a service or you become unwell and we need to call an ambulance and let others know you are going to hospital).
SchemeWise understands that customers have individual needs that can greatly influence their support needs. We ask that you (and/or your representative) assist us to develop a service or care plan (this is especially necessary for customers with significant medical or health care needs) either before or soon after your service starts. These plans are developed in consultation with you, and/or your family / GP, and/or others. The following plans can be utilised to support you:
⇒ Person-centred Service Plans (to help you plan the steps toward your personal goals) - operates across our services; ⇒ Nursing plans - such as a Diabetes Management (under advisory), Epilepsy Management (under advisory), Asthma/COPD Management, Medication Management Plan, Wound and/or Pressure-care Management, Catheter Care, etc; ⇒ Training Plan - to help upskill support teams; ⇒ Behaviour Strategies Plan (if needed for service safety); ⇒ Safety Plan or Wellness Recovery Action Plan or Housing Plan (depending on service type or circumstances); ⇒ Advanced Care Plan (for older poeple or people with life-limiting conditions); and ⇒ Risk Planning (may seek to elminate or reduce the likelihood of a particular personal/environmental/service risk to a reasonable level or mitigate it altogether).
Note: These plans may take different forms depending on your any documented needs (e.g. Doctors or Legal Orders) and a customer's specific needs (or that of their care team). The intent of this advisory is to note the kinds of plans SchemeWise can make to support people.
Many SchemeWise people also hold accreditations and qualifications to undertake health, mental health, and allied-health assessments. These may be used as required across service offerings, and/or at customer or scheme operator request. Use includes, but is not limited to, guiding or informing service delivery and assisting evidence-based reporting (any). Assessments include, but are not limited to:
⇒ condition specific; ⇒ psychosocial functioning; ⇒ physical or cognitive functioning; ⇒ quality of life; ⇒ concerned with capacity in daily life or with service safety or carer support.
Appointments & Cancellations
SchemeWise people will help customers by generally making 2-4 appointments in advance (may vary) so that each party can plan and anticipate their time and other commitments too. Our people can also help with provision of appointment cards and completion of customer diaries or calendars. We will also send email or SMS reminders, before your next service. This is our approach to helping customers to gain the maximum value from their service and to minimise unintented cancellations from occuring. Please note: we cannot provide the exact delivery time of SMS reminders as Australian network carriers do not guarantee immediate delivery (for this reason reminders may arrive between 48 hours and the morning of any appointment).
We also know service cancellations can occur for a multitude of reasons, so if something happens it is vitally important you let us know (as we may be able to offer that time to someone else who needs our help). We may charge a cancellation fee (at our discretion) if certain notice is not provided (+ travel if realised). Short notice cancellations and no shows ( not at agreed location after 10 minutes) attract a minimum charge of 1 hour at full rate, or the intended length of a service (if the work cannot be replaced). Please bear in mind that cancellations can place great stress on community service delivery, and duress in terms of service operations. Customers can advise a service cancellation on a 24/7 basis by calling our 1300 number, or letting us know in person, or by email.
A levied cancellation fee for short notice and no shows, must be paid before further service is provided (or immediately at the next service time). Cancellation fees are not charged for genuine emergencies (like going to hospital), but please bear in mind we have a right to ask for reasonable evidence to confirm a genuine emergency has occurred (e.g. sight an ambulance receipt or hospital discharge summary). Please make doctor or other appointments (e.g. Centrelink) at other times. If you have double booked, please provide us the required notice per your service agreement requirements (see your responsibilities section).
For illnesses like COVID-19 or Flu, if you do not tell us, and we travel to your residence to provide a service but it would be unsafe to deliver, then a short notice cancellation is charged, as you have not provided us the opportunity to replace the service (and SchemeWise must pay its officer for their work/travel time). Please be mindful that other customers or our people may have additional sensitivities to diseases we need to manage to reduce their risk too. Our consideration of managing a service safely also includes this broader view.
For service agreement cancellation a minimum of 14 clear days Notice is required (minimum). Cancellaiton is a 'no fault' basis for either party, to utilise. All cancellations require two forms of Notice as a reasonable safeguarding effort (e.g. in-person and email, phone and email, or phone and website feedback form), given by a party (parties) indicated on the Service Agreement. Customer SMS or social media posting are NOT acceptable forms of Notice (Telco SMS's are not guaranteed to be delivered and SchemeWise cannot validate the authenticity of social media postings either). Likewise, advisories through unknown parties who are not notarised on a service agreement, or do not have an appropriate consent in place, are generally NOT accepted as SchemeWise has a legal obligation to protect a cusomter's service, and ensure it has genuinely heard from them about their service choice. Note: It is not possible to cancel a service during a surveillance and safeguarding period in which case customers agree under their service contract to remain engaged for a minimum of 45 days so that SchemeWise can assist with any safety planning or other needs. If a customer still wishes to cancel their service after a safeguarding period ends, they may do so, providing 14 days clear days notice in two forms.
Both SchemeWise and the customer have particular responsiblities to meet when a service is cancelled.
Customers are required to engage openly, honestly and authentically with SchemeWise to assist service closure; including any scheme-required reporting, as well as account settlement. SchemeWise will keep providing your regular service during a Notice period, and respects your right to choice, control and service decision-making. We may ask if you would undertake a brief service exit process so we can hear your thoughts about the service(s) and capture any feedback you'd like to make. We also understand that sometimes we are not the right service (e.g. not in an easy location for you or cannot provide a service at your preferred time when something else changes). SchemeWise may initiate service cancellation where a service is not providing further benefit, is unsafe, you have breached your responsibilities under your agreement, or our capacity changes. We may cancel any service, without notice, if we have not heard from you after 6 weeks (unless by prior agreed arrangement), in order to retain our capacity and access to our services, by others.
Progress reporting
A report can be prepared for a number of reasons, and is at cost to the customer. It is vitally important that SchemeWise be provided accurate information about you to assist this need as otherwise factual or other problems may occur. It is the customer's specific obligation (or their representative/family as the case may be) to ensure SchemeWise is provisioned all relevant circumstantial information in a timely manner to assist its reporting needs (see Customer Responsibilities above). Reports requested by any public entity or as lawfully required, are made on the basis of all relevant and/or circumstantial knowledge at the time (includes information collected by SchemeWise through service interactions).
It may not be possible to issue report corrections, after the fact (e.g. if a service has already concluded or was a public requested report provided secondarily to a customer). In any regard, SchemeWise may consider the materiality of any corrections, and where agreed to make same, these are at service cost to the customer also. SchemeWise may otherwise assist a customer/representative to understand how they can go about highlighting errors and correcting a record (report) made by SchemeWise, to any relevant party. SchemeWise will generally not consider requests for correction which are frivolous, vexatious, might otherwise seek to promote a positive or better position which in its sole opinion is not in evidence, or due to non-provision of relevant information to its satisfaction, etc.
A progress report is the minimal report generally prepared within the scope and toward the end of an operating service, and service funds are usually reserved for this purpose. Public schemes like the NDIS and My Aged Care, require such reports (mandatory provision at service end) and SchemeWise will act to meet this obligation which is at cost to the customer. A handover report is considered where necessary and will be issued by SchemeWise in a form soley determined by it (these must be prepared and issued before a service ends as they are a cost of service - can also be undertaken verbally in addition to a progress report). A low activity service is not expected to require the production of a handover report or interaction (e.g. less than 15 hours direct/indirect service delivery as a progress report is sufficient). Safeguarding concerns/reports are issued as required, to whomever required, to help our customers and/or community members, remain safe - these reports are issued on the basis of known concerns which are likely to be present due to any disclosure or functional issue observed.
Unless otherwise stated, all reports issued remain the property of SchemeWise are for an intended need/request and are 'commercial-in-confidence.' Specific consent for sharing of SchemeWise reports must be sought and obtained on every occasion. Toward this need, SchemeWise will generally require the name, address and contact details of any other third party, an explanation of the intended use, and will record these to file for this purpose. This is our standard process in order to protect the privacy and confidentiality of reporting materials and of the customer. All health or similar services generally adopt this same process as privacy legislation requires information like this to be handled as 'sensitive information,' which includes information authored by SchemeWise in response to any service involving health, disability or injury matters (or combination of these).
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Open Disclosure
Open disclosure is the discussion with you, and SchemeWise, and the people you may choose to support you (such as your family/carer, guardian or representative) about an event or incident that had the potential to, or caused actual harm, whilst receiving a service. Open disclosure includes:
⇒ Apologising to you if something unintentionally goes wrong (e.g. if things do not go to plan);
⇒ Explaining the known facts of the matter (and what we think contributed);
⇒ The opportunity to listen to your experience and/or collecting information from you so we can help meet your needs;
⇒ Explaining how it may affect you and your care or service (if there is an affect); and
⇒ Explaining the steps being taken to prevent a thing happening again.
Open disclosure has been adopted by many sectors (e.g. aged care, rehabilitation, insurance, veterans affairs, etc) and originated in the health sector where its intent was to allow clinicians to communicate to patients when something does not go to plan (e.g. a procedure). It can take place over one or more discussions and may evolve over time as information comes to hand. It can also be utilised due to a complaint you make, or an adverse event or incident you experience with your service (includes events/incidents not impacting you directly (e.g. you witnessed an accident at a service place)). SchemeWise intent in using Open Disclosure is to communicate openly and honestly about any matter that affects its customers and their service(s), as a means of working in partnership with them.
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Advocacy Assistance
Advocacy is the process of standing alongside an individual who is disadvantaged, and supporting them to speak out (or doing so on their behalf) in a way that represents the best interests of that person with a view to assisting their personal needs to be met.
SchemeWise respects the rights of a customer to use an advocate of their choice (recognising that advocacy can include informal representatives such as family, friends and others). The customer has the right to change their advocate at any time. We also recognise that effective advocacy needs to be independent and separated from service delivery roles.
SchemeWise invites advocates participation in those areas relating to the services of the person they are supporting. This includes but is not limited to:
⇒ assessments;
⇒ reviews;
⇒ complaints and disputes;
⇒ informed decision-making;
⇒ meetings.
SchemeWise can link people to the National Disability Advocacy Network or the Older Persons ADvocacy Netowrk to locate an advocate close to them. If SchemeWise is a person’s support coordinator (NDIS service) we will help you access this Network and find an advocate. State/territory carer associations like CarersACT or CarersNSW can also provide support for older persons and their families including young carers (or other organisations like Dementia Australia).
Advocacy assistance is also available from the Disability Advocacy Network Australia - here OR the Older Persons Advocacy Network - here
SchemeWise acknowledges and respects the role of people who act as independent advocates for customers, and will undertake to ensure that customers have unimpeded access to their advocate. SchemeWise recognises it is also important that it hear directly from people living with disability or aging adults, to confirm the information communicated by an advocate, as well as ensure it understands the person’s interest and acts according. This is because advocacy does not replace personal decision-making or choice and control, but is meant to augment it.
The customer or their appointed representative can inform either their SchemeWise officer or the Managing Director of their need for an advocate. SchemeWise will accept, at any time during service delivery, the appointment of an advocate to support the customer - unless that customer has an active Power-of-Attorney or Guardianship arrangement in place (these are generally Court-appointed and alternative decison-makers for the person as they are dertermiend to have lost legal decision-making capacity).
It is not possible, and indeed a conflict of interest however, where a customer seeks a new provider to act as their advocate to conclude a service, or servce exit, with SchemeWise. There may be additional issues in terms of sharp practice or other rights which might be otherwise infringed to SchemeWise (e.g. its contractual and commercial rights). We make referrals to Police or government agencies where SchemeWise believes issues of this nature occur as they are illegal. At all times, either an independent advocate or informal support/other representative should support a customer seeking transition (noting their ongoing direct involvement is required in services settlement per contracting terms), or the cusomter/representative is required to do so themsevles to assist SchemeWise in services settlement processes.
Where prior and appropriate written consent has been obtained and provided, SchemeWise will supply the advocate with current and timely information in relation to a service provision being provided to the person they are representing, recognising that to be effective the advocate needs to be kept informed as is reasonable. Advocates are invited to be part of all relevant decisions but are also reuqire to have consulted, provided appropiate consent, and understand the needs of the person and their supports (as well as be aware of SchemeWise rights). SchemeWise can only converse on service-related matters within its role and intended service function.
If the customer has a legally appointed representative (e.g. legal Guardian or Power-of Attorney), as opposed to an NDIS plan nominee, and that represenative seeks to use an advocate, then the consent for representation and support belongs to the representative in their discharge of relevant duties. The representative must supply SchemeWise with their prior and appropriate written consent, framing the support for advocacy the person requires. SchemeWise will not recognise a consent signed with a particpant (or representative) when Court-mandated alternative decision-making is in place. In so far as is possible, SchemeWise will always seek the views of the participant/representative where safe and practical to do so regardless of all other relevant arrangements in meeting our safeguarding requirements and discharging ant contractual or legal requirements.
Access our easy read document about advocacy - here
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Its easy to get started with SchemeWise - simply complete our Contact Form
Providers can make a service referral (after talking with us about our capacity) using our Service Request Form
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