2.0 Governance and Operational Management

Preamble

BigDog Support Services Pty Ltd (BigDog) has effective governance and operational management systems in place to cover the following areas, human resource, information, risk identification and management, incident management, continuous improvement, feedback and complaints

Our Motto

Our Vision

“FLEXIBLE – INNOVATIVE –

RESPONSIVE”

“To provide flexible, innovative and responsive support for people living with a disability within their chosen community.”

The following policies represent elements of the NDIS Practice Standards under this Core Module and include the key indicators of each element.

2.1 Governance and Operational Management

BigDog has effective governance and operational management systems in place to ensure that each client’s support is overseen efficiently. 2.1.1 Contribution to Governance

2.2 Risk Management

BigDog effectively identifies any risks to clients, workers, as well as to BigDog, and ensures that these risks are managed accordingly. 2.2.1

2.3 Quality Management

BigDog promotes continuous improvement of support delivery through a quality management system.

2.3.1 Quality Management System

2.3.2 Internal Audits

2.3.3 Continuous Improvement

2.4 Information Management

BigDog has effective information management systems that maintain appropriate controls of privacy and confidentiality for clients and other stakeholders.

BigDog acknowledges that clients, carers and advocates have the right to privacy, dignity and confidentiality in all areas of their lives and that these rights will be respected.

BigDog is often empowered to retain information for clients, workers and organisations. The retention of this information must be for valid reasons and therefore the reasons must be able to be clearly demonstrated in accordance with the Privacy Act 1998.

Private and confidential information includes the following:

Personal information such as home address, telephone numbers, and other non-workrelated information

Personal information provided by individuals or about individuals in the course of performance reviews, leave applications, supervision sessions or similar discussions

Information about any internal dispute or grievance

Business conducted in Board Meetings, other than that identified as being for public discussion

Any confidential and proprietary information concerning financial transactions, competitive tenders or expressions of interest or any other organisational plans or activities identified by the Directors

2.5 Feedback and Complaints Management

BigDog ensures that each client has knowledge of and access to the complaints management and resolution system. BigDog welcomes, acknowledges, respects and manages each complaint and feedback made by all parties. 2.5.1

2.6 Incident Management

BigDog ensures that each client is protected through an incident management system which ensures that incidents are acknowledged, responded to, well-managed and learned from.

2.7 Human Resource Management

BigDog ensures that all workers are competent in relation to their role, hold relevant qualification, and have relevant expertise and experience to provide person-centred supports in order to meet each client’s support needs. 2.7.1

2.8 Continuity of Supports

BigDog works to ensure that each client has access to timely and appropriate support without interruption.

2.9 Emergency and Disaster Management

Emergency and disaster management includes planning that ensures that the risks to the health, safety and wellbeing of clients that may arise in an emergency or disaster are considered and mitigated and ensures the continuity of supports critical to the health, safety and wellbeing of clients in an emergency or disaster.

Procedures

The directors are responsible for creating the company’s mission, values, vision and structure.

Summary

Governance is the practice of the directors coming together with the management team to make decisions about the direction of the company. Duties such as oversight, strategic planning, decision-making and financial planning fall under governance activities.

In a perfect corporate world, all managers and workers know their duties and responsibilities and act on them responsibly. They’re honest and hardworking people with a solid commitment to ethics and integrity.

Management structures can take on an infinite number of formats depending on the size and type of company. In all cases, management decisions support and implement the director’s goals and values. Managers make routine operational decisions and handle all of the administrative work that makes the operation tick. Administration interconnects with nearly every department in the operation.

Managers need a variety of skills including good motivational skills, so they can motivate staff and create a working environment in which everyone thrives. Along the same lines, it’s good for managers to have good coaching skills. Most workers will require some level of training and they need continued encouragement to improve their performance.

Operation management is obligatory for BigDog to manage the daily activities seamlessly. With its help, BigDog can make good use of our resources like workers, money and other resources.

NGO Training

Creating Organisational Alignment

Emergency and Disaster Management

Introduction to Disability Support Management

Leadership Foundations Part 1

Leadership Foundations Part 2

Managing Change

Additional Training

Certificate IV Small Business Management

ACROD Internal Auditing Skills

NDS Costing Pricing and Budgeting

NDS Financial Viability and Sustainability

NDS You and Your Budget

Legislation

Business Names (Commonwealth Powers) Act 2001

Child Protection Reform and other Legislation Act 2022 (QLD)

Corporations Act 2001 (Cwth)

Corporations (Administrative Actions) Act 2001 (Cwth)

Corporations (Queensland) Act 1990

Disability Services and Inclusion Act 2023 (Cwth)

Disability Services Act 2006 (QLD)

Fair Work Act 2009 (Cwth)

Information Privacy Act 2009 (QLD)

National Disability Insurance Scheme Act 2013 (Cwth)

NDIS (Provider Registration and Practice Standards) Amendment Rules 2021

Privacy Act 1988 (Cwth)

Safe Work Australia Act 2008 (Cwth)

Taxation Administration Act 2001 (Cwth)

NDIS Practice Standards and Quality Indicators

BigDog Support Services Pty Ltd (BigDog) is a registered NDIS provider and is required to apply the scheme’s practice standard and quality indicators.

The standards have been developed to create an important benchmark to assess provider performance and ensure that high quality and safe supports and services are provided to NDIS participants.

The four core modules are:

1.0 Rights and Responsibilities;

2.0 Governance and Operational Management;

3.0 The Provision of Supports; and

4.0 The Support Provision Environment.

The supplementary modules cover:

5.0 Specialist Support

5.1 High intensity daily personal activities.

5.3 Implementing behaviour support plans.

2 0 Provider Governance and Operational Management

Each participant’s support is overseen by robust governance and operational management systems relevant (proportionate) to the size, and scale of the provider and the scope and complexity of supports delivered.

Human Services Quality Standards

The Human Services Quality Standards set a benchmark for the quality of service provision. Each Standard is supported by a set of performance indicators which outline what an organisation is required to demonstrate to meet that standard.

1 Governance and Management

Sound governance and management systems that maximise outcomes for stakeholders

1.1 The organisation has accountable and transparent governance arrangements that ensure compliance with relevant legislation, regulations and contractual arrangements.

1.2 The organisation ensures that members of the governing body possess and maintain the knowledge, skills and experience required to fulfil their roles.

1.3 The organisation develops and implements a vision, purpose statement, values, objectives and strategies for service delivery that reflect contemporary practice.

1.4 The organisation’s management systems are clearly defined, documented and monitored and (where appropriate) communicated including finance, assets and risk.

1.5 Mechanisms for continuous improvement are demonstrated in organisational management and service delivery processes.

1.6 The organisation encourages and promotes processes for participation by people using services and other relevant stakeholders in governance and management processes.

1.7 The organisation has effective information management systems that maintain appropriate controls of privacy and confidentiality for stakeholders.

Delegation of Authority

Name

Position

Steven Paull Director

Courtney Carroll Director

David Burrett Operations Manager

Monique Paull HR Lawyer

Joel Canning Accountant

Details

Authorise review and implementation

Authorise review and implementation

Ensure information dissemination

Ensure compliance by workers

Taxation matters

Version Details

This policy will be reviewed every twelve (12) months unless circumstances deem it necessary to review earlier. The review process will involve an analysis of the usefulness of the policy and to note any changes which are required to improve the policy. If minor changes are made in wording or to clarify the intent, the version number will indicate this by adding a ‘point’ i.e. Version 1.0 indicates the original version and 1.1 with the first round of minor changes made. A significant change or intent of the policy will be indicated by a whole new number i.e. Version 2.0.

The following rules also apply in interpreting this policy:

• Headings are for convenience only and do not affect interpretation.

• A singular word includes the plural and vice versa.

• A word that suggests one gender includes the other genders.

February 2015

June 2015

Updated term ‘Client’ to NDIS term ‘Participant’ ‘Forms’ heading to ‘Documents’ as read only items

Created a single HSQF Standard Policy

Included imagery of forms and information sheets

July 2016 2.1 Updated supporting policies to procedures

February 2017 3.0

Created an all-inclusive HSQF Policy to address each of the service standards indicators.

Returned supporting procedures to supporting policies

Updated Responsible Officers

January 2019 4.0

Updated to new logo and style guide

January 2020 5.0 New policy to match NDIS Practice Standards and Quality Indicators

Front cover updated to Standards colour identification

Supporting Policies updated

January 2021 5.1

January 2022

July 2022

Updated Responsible Officers details.

Introduction of BigDog Training Portal and modules

Updated Responsible Officers details and training modules. NDIS Practice Standards November 2021 Version 4

Replaceable Rules included as a policy.

Joel Canning replaces Jeremy Coverdale as Accountant

January 2023

January 2024

6.0 Included Human Services Quality Standards and Child Protection Act and the term “Participant” is returned to “Client” to allow for policies to cover NDIS and Child Safety.

6.1 BigDog Constitution replaced 2.1.2 Replaceable Rules Disability Services Act 1986 replaced with Disability Services and Inclusion Act 2023 and policy review process included.