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Connection | Growth | Resilience
Policy Statements
Principles of Care
Hability is committed to a Person-Centred philosophy of service delivery to our participants and will ensure that clients are listened to, consulted with and supported to live in their communities as they choose. This means that Hability as far as possible will ensure that participants, their families, advocates and guardians are in control of their own plans and are empowered to make decisions that affect their lives for themselves.
Hability is committed to the philosophy of doing things with people, rather than for or to people to enable them to participate more meaningfully in all aspects of daily life.
In consultation with the participant, and where applicable their care givers, guardian and/or advocate, Hability will develop an Individual Profile and Plan (IPP) for every participant in our service. This IPP will be based on achievable SMART goals that are identified by the participant through collaborative assessment and consultation with the participant, and/or their guardian, as well as appropriate care givers and other relevant stakeholders.
The inclusion of strategies in the IPP must comply with all Hability policies and procedures, our philosophy of service provision, utilise support models of least restriction to the participant and with the achievement of the highest possible level of quality life for the participant as the central aim.
When developing the IPP, Hability will also ensure that the participant is provided with cultural support where required, with each plan taking into account an individuals’ beliefs, values and life story. Hability will adopt culturally sensitive practices in all its services and will ensure that staff members are given access to relevant cross-cultural training.
The IPP will be a written document that clearly outlines the method of implementation, the goals of the plan and those responsible and accountable for meeting those goals as well as the expected timeframes for goal achievement.
The IPP will document the progress and outcomes for each stage of the plan. All documents used in the IPP development process will be in a format that meets the needs of the client and their family, as well as guardians and advocates.
The Case Manager and/or assigned Clinician will be responsible for the development, implementation and monitoring of the IPP process. The IPP will be developed and be in operation within 21 days of a client receiving services from Hability. The IPP is a live document that is expected to change and grow as our participants do, however as a minimum it will will be reviewed within at least three months of its start date. Subsequent reviews will be established through the IPP implementation process but are to occur at intervals no greater than twelve months but preferably every three to six months.
All IPPs developed by Hability will reflect the age of the participant as well as their needs and lifestyle preferences. Hability will also respect the right of a participant not to participate in the individual planning process and will endeavour to implement alternative methods to ensure that the needs of all participants are effectively met.
Hability will ensure that participants have access to the assistance they require so that they can, as independently as possible, gain information and provide information which will allow them to make informed choices and communicate their needs and aspirations to others.
Hability recognises that the communication capability of participants is a skill that will help determine their ability to participate in, and provide input, to the service delivery of the organisation as well as enhancing their ability to participate in and be integrated in the community.
Any Hability participant who has specific communication needs will be encouraged to seek professional support (including assessment) and where required, obtain an individualised communication system or access a communication training program. This may be particularly important in cases where a client displays behaviour that puts them at risk of becoming isolated within their community or at risk of harm.
Hability will respect the right of all participants to make informed decisions and choices about how they will live their life without interference. Participants will be supported to make their own decisions and choices even when this involves calculated risks which are likely to lead to learning experiences.
Hability will ensure that participants are consulted about all decisions that affect them and will recognise the right of such people to contribute to organisational, community and government decision-making. Where participants are under the age of 16 years of age or where formal guardianship orders are implemented, parents and guardians will have the right to make decisions and their decisions will be respected.
Hability is committed to providing flexible and tailored service delivery options so that it can reflect our participant's evolving needs and individual preference and choice. If a participant decides to move to another provider, the balance of the funding allocation will be transferred to the new service provider within 48 hours of service termination.
Hability will assist participants to foster and maintain relationships with family members and other people of their choice. Hability will identify the support requirements, including training for the participant and their care givers, to develop strategies that assist both the participant and their family to develop and/or maintain meaningful relationships.
Hability will provide information to participants and their caregivers about other support services that may assist them and their family to develop and/or maintain meaningful relationships.
If a conflict arises between a participant and his/her family or caregivers, Hability will ensure that the wellbeing of the participant is protected.
Hability will actively encourage and assist participants to engage fully in the activities of the local and wider communities, while recognising that full integration can only be attained through broader community acceptance of people with a disability.
In consultation with the client and/or their guardian, Hability will provide information, support and training for the client to maximise their ability to engage community resources.
Hability will, at all times, do everything in its power to ensure the safety and wellbeing of participants while they are accessing or participating in all aspects of daily life.
Hability will provide appropriate support and will also monitor outcomes of participant engagement in and integration into the community.
Hability recognises that activities relating to participation and integration can be undertaken with individuals or with small groups.
Hability will respect the rights of all clients to have an independent advocate and will respond positively to that person's choice of advocate.
Hability will encourage and assist clients to speak on their own behalf or to identify other advocacy options, including guardianship.
Hability will be sensitive to the participant's cultural and linguistic diversity and knowledge of human rights when assisting him/her to identify advocates or advocacy groups. Where a participant already has an appointed advocate, Hability will work with that advocate to ensure that the rights and interests of the client are properly represented at all times.
Hability will also respect the right of clients to change their advocates at any time and will assist participants to identify and access a new advocate if requested.
Where Hability becomes aware of participants who do not have personal support networks and who need assistance to speak up, it will actively seek the involvement of an independent advocate on that person's behalf.
Complaints Handling
Hability values and appreciates all complaints and feedback as these assist us to develop better services. All complaints will be recorded and will be used to improve our existing services and to plan new services. All complaints will be treated in a manner which upholds the principles of confidentiality.
Hability supports the rights of all people with an interest to make complaints.
People with an interest may include, but is not limited to, a participant, family member, friend, staff member or another service provider.
Hability supports the rights of all people with an interest to pursue any complaint in relation to services received and to do so without any fear of retaliation, disadvantage, or of services being discontinued.
Hability will ensure that its Feedback and Complaint Management policy and procedure is visible and accessible to all people with an interest and will also provide information including contact details about other external support agencies, such as the NSW Quality and Safeguards Commission, that may assist with complaint resolution if required.
Hability will develop resources or have complaints information available for people from culturally and linguistically diverse backgrounds.
Hability is committed to resolving all complaints efficiently and fairly. Our supported clients have the right to request an internal review of decisions. If any person with an interest is not satisfied with the manner in which Hability has managed a complaint, they should contact an external agency such as the NSW Quality and Safeguards Commission or funding body. Advocacy agencies can also assist to lodge or to appeal a complaint.
All complaints received by Hability will be fully documented and every effort will be made to resolve the matter within four (4) weeks of receipt of the complaint. The complaint management process will be conducted in an environment of openness, accountability and service improvement. Sufficient resources will be allocated to ensure that all complaints are adequately managed and investigated. If Hability is unable to resolve a complaint to the satisfaction of the parties involved, the matter will be referred to an agreed external agency for resolution or mediation.
Hability will ensure that staff members are trained to manage complaints and in the application of this policy and procedure. Hability will ensure that only suitably qualified/trained staff members will manage the complaint investigations.
Supported clients and their families/carers will receive training if required to understand their right to make a complaint and to understand the complaint management process. Hability staff who receive complaints management training may be required to provide training to participants and their families/carers to ensure their awareness of their rights and understanding that complaints are welcomed by Hability as a benefit to the ongoing quality of delivered services.
Hability will meet all obligations where it is required to formally report complaints to State or Federal statutory bodies.
Hability will ensure that managers develop operational procedures consistent with this policy to meet the requirements of relevant legislation and standards.
Behaviour Management
All people, regardless of whether they are diagnosed as living with a disability, can display behaviours in response to their experience and environment. Most of these behaviours can be managed through positive behaviour support approaches. Sometimes behaviours become a safety concern (to themselves or others), a barrier to learning, achieving goals and/or being able to participate meaningfully within the community, at work or school, with peers, and with their families at home.
Hability is committed to maintaining and supporting participants who, for various reasons, cannot live independently and/or with their own family. The safety, welfare and wellbeing of participants is of paramount consideration.
Hability endorses and upholds that the human rights of participants are fully respected when developing, implementing and reviewing behaviour support strategies and plans with particular regards to state and federal legislation and guidelines concerning the care and protection of children and vulnerable people - as well as upholding the articles and values stated within the United Nations Convention on the Rights of the Child and on the Rights of People with Disability
Hability values the rights of participants, and undertakes to encourage and support participants to participate and contribute to decisions relating to their positive behaviour support plans.
Hability supports participants to have the opportunity to manage their own behaviour through their inclusive participation in the collaborative development of effective behaviour support plans where necessary.
Youth Matters will undertake all necessary means to ensure that all therapeutic team members are appropriately trained, resourced and supervised to develop and maintain positive behaviour support skills.
The Behaviour Management Policy provides a framework for Hability team members and defines acceptable practice in managing and reducing the Behaviours of Concern (BOCs) of participants receiving services in accordance with relevant state and federal legislation and guidelines concerning the care and protection of children and vulnerable people.
Child and Vulnerable Persons Protection and Safety
Hability is committed to doing everything within its power to ensure the safety and wellbeing of the participants in its care in accordance with state and federal legislation.
Prospective Hability employees are required to successfully undergo both a National Police Check and Working with Children and Vulnerable Persons Check (WWCC) prior to the commencement of employment.
Each prospective employee is required to submit a WWCC clearance number, the expiry date of their WWCC and their date of birth during employment screening. These three points of information are then used to verify a prospective employee’s WWCC through the WWCC employers’ online verification system.
Prospective Hability employees are also required to submit a police check application with 100 points of identification which will be forwarded to the Australian Federal Police for verification.
Failure to successfully complete these tasks eliminates any prospective employee from working with Hability in accordance with state and federal legislation concerning the care and protection of children and vulnerable people.
Verification of employee WWCC status is established through an internal audit that is conducted every three months.
Hability broadly defines incidents as any event or circumstance that resulted, or could have resulted, in unintended and/or unnecessary harm to a person, or loss or damage to property. This includes any event that deviates from standard policy or procedures, or anything illegal (e.g., assault, sexual misconduct, fraud).
Incidents that must be reported to the NDIS Quality and Safeguards Commission include any incident that involves:
The death of a participant.
The serious injury of a participant.
Abuse or neglect of a participant.
Unlawful sexual or physical contact with, or assault of, a participant.
Sexual misconduct committed against, or in the presence of, a participant, including grooming for sexual activity.
Unauthorised use of a restrictive practice in relation to a participant.
Other incidents that require reporting to other agencies, for example:
Data breach or breach of personal information (OAIC)
Injury or death of a worker while on duty (local state or territory WHS authority).
Any incident involving crimes such as assault, theft and fraud (local police).
It is the responsibility of all Hability employees to ensure that incidences or allegations that are considered reportable, including, but not limited to: employee to client incidents, client to client incidents, breaches of apprehended violence orders or unexplained serious injury are to be directly documented via the Hability incident reporting system.
Once reportable incidences are lodged on the system, it is the responsibility of the Service Support Officer to review, assess and respond to each incident within 8 hours of the incident and notify the General Manager.
It is the responsibility of the General Manager to notify the relevant authorities of all reportable incidences or allegations as soon as practicably possible, but no later than 48 hours, after being made aware of the reportable incident or allegation.
Hability recognises that the details of notifications of incidences, allegations or convictions must include the following information:
Details of the incident, allegation or conviction.
Advice regarding the use of disciplinary or any other action in relation to the employee and;
The justifications for taking/not taking any action and any written submissions made to Hability by the employee about what action should be taken against them.
Hability will keep a record of incidents for a minimum of 7 years from the date of the incident.
Hability is committed to managing the organisation and its business interests and for delivering services and supports in an ethical and transparent manner, to ensure all concerns in regard to participants at risk of harm are reported through the appropriate authority in a timely manner.
Hability employees will proactively identify and consult with clinicians and managers upon any concerns on reasonable grounds that a participant is at risk of harm. In addition, where appropriate, the clinician/manager will follow the Mandatory Reporter Guide (MRG; https://reporter.childstory.nsw.gov.au/s/mrg) to ensure that such concerns are reported to the relevant authority and documented accordingly.
All participants engaged in Hability services will be supported by staff and other relevant stakeholders to ensure they are able to make disclosures in a safe environment with dignity and support whilst being protected from harm.
Hability managers and clinicians will undertake training to ensure that all staff are supplied with appropriate knowledge and resources to support participants to feel safe and develop a sense of security in Hability care arrangements.
Hability defines mandatory reporting as the legal requirement to report certain types of concerns including the abuse and/or the neglect of participants to the relevant authorities. The concerns must arise through the course of, or from an employee’s work.
Hability defines abuse and neglect concerns as when a participant may be at risk due to a range of different circumstances. These circumstances may include the following:
The participant’s basic physical needs are not being met or are at risk of not being met.
The guardian or care givers have not arranged and are unable or unwilling to arrange for the participant to receive necessary medical care.
The participant has been, or is at risk of being, physically or sexually abused or ill-treated.
The participant is living in a household where there have been incidents of domestic violence or substance abuse and, as a consequence, the participant is at risk of serious physical or psychological harm.
The participant is demonstrating self-harm or suicidal behaviours.
A family member, member of the community or caregiver has behaved in such a way towards the participant that the participant has suffered or is at risk of suffering serious physical or psychological harm.
In the case of a participant who is required to attend school in accordance with the law - the parents or other caregivers have not arranged and are unable to or unwilling to arrange for a participant to receive an education.
Hability defines reasonable grounds for consultation when:
A participant tells the employee that he/she has been abused or neglected.
Someone else, such as a relative, friend or sibling of the participant, informs the employee that a participant is being abused or neglected.
A participant tells the employee that he or she knows someone who has been assaulted (often a child or young person may be referring to themselves in this situation).
The employee’s own observation of a particular participant’s behaviour leads them to suspect they have been or are being abused or neglected.
The employee becomes aware the participant is in the care of an alleged offender.
It is expected that all Hability employees who interact with children and young people in the course of their role will be responsible for the reporting of child protection concerns.
Hability defines personal information as any information that can be used to identify someone e.g., name, address, contact number, email address, and date of birth.
Hability defines sensitive information as personal information that is normally private, such as: health information, religious beliefs or affiliations, education, ethnicity, sexuality, and criminal records.
Hability is committed to complying with relevant legislative requirements (Privacy Act 1988 [Commonwealth]) when collecting, managing, and storing personal or sensitive information.
All employees of Hability are made aware of Hability's Privacy and Confidentiality Policy to ensure personal and sensitive information is protected against misuse, interference, loss, unauthorised access, modification, and disclosure. Security for personal and sensitive information includes password protection for IT systems, locked filing cabinets, and physical access restrictions with only authorised personnel permitted access.
As per our Privacy and Confidentiality Policy, a breach of privacy and confidentiality is an incident and will be appropriately reported and resolved as per internal incident management procedures.
All participants and their caregiver(s) are provided with a privacy and information storage form informing that Hability may be required to provide personal or sensitive information or respond to a request for information from prescribed bodies without consent when concerning the safety, welfare, or wellbeing of a participant, and/or their families.
Only Clinicians will be authorised to provide and receive information via letter or email with other prescribed bodies that is relevant to the safety, welfare or wellbeing of a participant. When information is collected orally (i.e., at a case conference), the Clinician assigned to the participant will ensure a concise written record of the information exchange is recorded on file.
Intake, Assessment and Service Planning
All relevant information is considered as part of the intake and assessment processes, including:
whether the service can meet the immediate and ongoing needs of the participant
undertake risk assessment identifying risk to the participant or risk the participant may pose to others
Past History of Care:
Hability will obtain information about the participant from other providers, agencies and medical professionals (where relevant) during intake and assessment
Contact any other key service providers to inform them of Hability service and support role
Participants and their care givers are included in the intake and assessment process including recording their views
Hability clinicians and managers will undertake to:
inform participants and their care givers about key processes and what information will be held about them by Hability, and their rights to access and correct information
ensure that the legal status of a participant is recorded at intake.
Written or electronic records of the intake and assessment process are retained including:
Each assessment and intake process, including how the views of the participant and their caregivers were sought
confirmation of services in writing to the participant and formal or informal decision-making support(s) within 7 days of the services being arranged
the service/s that have been agreed to (a service agreement/IPP), including responsibilities and timeframes.
Service Planning
Hability is committed to a Person-Centred philosophy of service delivery and to providing person centred active support. This means that Hability as far as possible will ensure that clients, their families, advocates and guardians are in control of their own plans and are empowered to make the decisions that affect their lives.
Hability is committed to the philosophy that we do things with people rather than for or to people, in order to enable our participants to engage more meaningfully in all activities of daily life.
In consultation with the participant and where applicable their guardian or advocate, Hability will develop an Individual Profile and Plan for every participants who access our services. The IPP will be based on achievable goals as identified by the participant through assessment and consultation with the participant, and/or their guardian as well as appropriate team members from Hability and other relevant stakeholders. The inclusion of strategies in the IPP must comply with all Hability policies and procedures and philosophy of service provision and utilise models of least restriction.
When developing the IPPs, Hability will also ensure that the person is provided with cultural support where required. The IPP must be sensitive to and take account of the person's beliefs and values. Hability will ensure that each client receives services that recognise and support their cultural heritage and assist them to know his/her own language and life story. Hability will adopt culturally sensitive practices in all its services to the people we support and will ensure that staff members are given access to relevant cross-cultural training.
The IPP will be a written document that clearly outlines the method of implementation, the person(s) responsible for specific tasks and the timeframes for completion of tasks. The IPP will document the progress and outcomes for each stage of the plan. All documents used in the individual planning process will be in a format that meets the needs of the client and their family, as well as guardians and advocates. The Capacity Building Manager and Program Supervisor will be responsible for the development, implementation and monitoring of the individual planning process. The IPP will be developed and will be in operation within 30 days of a client receiving a Hability service. The initial IPP will be reviewed at least within three months of its implementation. Subsequent reviews will be established through the individual planning process but are to occur at intervals no greater than twelve months but preferably every three months.
All IPPs developed by Hability will reflect the age of the client as well as their needs and lifestyle preferences including that person's cultural preferences. Hability will also respect the right of a client not to participate in the individual planning process and will endeavour to implement alternative methods to ensure that the needs of all clients are being met.
Reviewing Care Needs
A participant will not remain in 24/7 care with Hability for more than a total of 4 weeks in any 12-month period, unless the participant has a case plan developed to appropriately address their needs
Case plans are to be approved before a participant spends more than 4 weeks in 24/7 care at Hability in any 12-month period.
Case plans are reviewed within 3 months of their start date, then as required or at least every six months.
The case plan records how the participant and decision making supports have participated
Case plan are distributed to all interested parties within 5 working days of the case plan or review being finalised
A copy of the case plan and/or review is retained while a person is in care and are kept up until the child turns 18 years old, or for a minimum of 7 years for adult participants, and in accordance with the Privacy and Personal Information Protection Act 1998 (Privacy Act) and the Health Record and Information Privacy Act 2002 (Health Privacy Act).
Case plans are developed as a result of a formally constituted case conference that includes the participant, their decision-making support(s) and all relevant stakeholders including other providers.
Case planning considerations:
aspirations of the participant and their care giver(s)
do the services offered by Hability meet the needs of the participant and their care givers?
if the participant has a disability, how might the NDIS better support this person and their family?
information on the formal and informal supports for the individual and their parent(s)/family/carers currently receives as well as opportunities for additional services and supports
stability of placement, with the objective of reducing unnecessary changes
previous assessments and plans i.e. intake and assessment and service planning
consultation with relevant past care providers and funding bodies
information on the participant’s physical, health, nutrition/dietary, educational, and/or vocational, emotional and behavioural, social, cultural, spiritual and recreational and leisure needs
information about the needs of the participant’s family and care givers and their relationship with family members and significant others
identified risks associated with the participant’s care and strategies for managing those risks
recognition of impending key transition stages in the participant’s life and the supports required to facilitate successful transition (e.g. transition to secondary education, adulthood, returning to live with their family or to living more independently after a significant period or transitioning to another provider)
overall goals for the participant and their carers - including the goals listed earlier in this section
strategies, tasks and timeframes for addressing the goals and identified needs and risks in the plan, with the provider/person responsible for each strategy and task to be clearly identified
a process to monitor the case plan to ensure it meets the needs of the participant and their caregiver(s)
a record of the views expressed by the participant and their caregiver(s) in preparing the plan (or a record of attempts to obtain such views)
documenting and distributing case plans and obtaining consent and agreement
a timeframe for review of the plan (must be no longer than 12 months)
During the IPP review consultation, Hability will meet with the participant and all relative parties involved in providing care for the participant, to collaboratively discuss and review the strengths, needs and goals identified in the most recent individual plan. Review meetings will, but are not limited to, discuss:
A participants’ progress towards identified short and long-term goals including, but not limited to, physical, emotional, cognitive, social, behavioural, cultural or spiritual goals.
The effectiveness of current formal and informal support and service provision and identification and discussion of any new supports required to assist in improving optimal wellbeing for the participant.
Current positive behaviour support strategies as well as any newly identified risks or behaviours of concern and strategies for managing newly identified risks and behaviours of concern.
Hability will ensure that participants have access to the assistance they require so that they can, as independently as possible, gain information and provide information which will allow them to make informed choices and communicate their needs and aspirations to others.
Hability is committed to working towards continuous improvement of its service delivery. At regular intervals no greater than twelve months, but preferably every six months, the Capacity Building Manager will conduct a self-assessment by utilising the Person-Centred Assessment tool to evaluate the effectiveness of Hability's current person-centred service delivery.