3.4 Responsive Support

3.4 Responsive Support Provision

Preamble

BigDog Support Services Pty Ltd (BigDog) provides access to responsive, timely, competent and appropriate supports to every client. These supports are tailored to meet each client’s needs, desired outcomes and goals.

3.4.1 Least Intrusive Support Options

BigDog provides support based on the least intrusive options, in accordance with contemporary evidence-informed practices that meet client needs and help achieve desired outcomes.

BigDog recognises each client’s right to live in an environment which is the most supportive and the least restrictive to the client’s freedom. As such, BigDog tailors each client’s supports to ensure the least intrusive options are undertaken to respect client’s autonomy and independence. In order to achieve this, BigDog keeps detailed records which show that research such as database searches and information exchange with other providers, is used to benchmark against contemporary best practice.

BigDog ensures that all support workers participate in learning and development activities which are aimed at understanding the contemporary practice frameworks and how to incorporate these in to effective support strategies with their clients. BigDog continuously reviews these practices to ensure relevance, appropriateness and transparency. Clients are regularly consulted with in relation to their supports to make sure that they are comfortable with the supports provided and that these supports do not intrude on their personal lives more than necessary.

3.4.2 Collaboration with other Providers

Where agreed in the service agreement, and with the client’s consent or direction, BigDog develops and maintains links through collaboration with other providers to share information and meet client needs.

BigDog recognises the importance of choice for all clients, including the right to choose what supports are provided by which provider. In some circumstances, clients may have more than one service provider delivering their supports. In these situations, it is necessary for BigDog to collaborate with other service providers for planning, service delivery and to support internal capacity to respond to the client’s diverse needs.

By sharing information and working closely with the relevant services providers, BigDog can effectively plan supports which will work towards achieving the client’s life goals.

In circumstances where BigDog is unable to provide the necessary supports to a client, assistance from external support services is sought to develop a support plan that efficiently caters to the client’s needs. Pooling resources with other service providers allow the best possible support system for the client to be achieved.

BigDog has many connections with other service providers and businesses in the Region. BigDog hosts and facilitates the Toowoomba Disability Service Providers Network (TDSPN) where direct connections have been developed over many years. These connections are with organisations and key personnel.

There is information on many other services on display and available in our offices for clients and families.

BigDog will also ensure that any information is available in different formats upon request. BigDog will assist with referrals to other services, especially when BigDog is unable to provide the required service.

NDIS Participants will be encouraged to approach the NDIS Local Area Coordinator Community Partner, the local NDIA Office or an NDIS registered Support Coordinator or Plan Manager to assist in their search for an appropriate Service Provider.

3.4.3 Selection of Workers

BigDog makes reasonable efforts to involve clients in selecting their workers, including the preferred gender of workers providing personal care supports.

BigDog understands the special relationships between clients and the people who support them in their daily lives. In order to make these relationships as effective as possible it is important to carefully consider which staff are matched with a client. Clients are asked if they have any preferences in relation to gender, age and personality of their support staff and these preferences are accommodated as much as possible.

BigDog aims to provide top quality service to all clients and as such, clients are encouraged as much as possible to provide feedback on their support staff including what works for them and what doesn’t. In instances where a client does not feel comfortable with a support worker for whatever reason, the support worker is promptly removed from further shifts with that client to avoid an unpleasant support environment for both parties.

Where a client has indicated that they enjoy working with a certain support worker, BigDog will endeavour to roster that worker with the client as much as reasonably possible.

3.4.4 Trained Workers

BigDog ensures that where a client has specific needs which require monitoring and/or daily support, workers are appropriately trained and understand the client’s needs and preferences.

BigDog is committed to providing the best possible supports to all clients. In order to achieve this, BigDog ensures that all staff are appropriately trained and are adequately supported by the management team. Staff are briefed on each client they support and are introduced to the client through buddy shifts. These shifts allow the staff to get to know their client in a supported environment and observe how the client likes being supported.

BigDog has written policies and procedures in place which outline the hiring process to ensure that the highest quality workers are selected for employment. Written descriptions are available for all positions that outline the required skills and knowledge along with legal requirements such as a police clearance and first aid qualification.

As part of the induction program, each new worker undertakes the NDIS Worker Orientation Module and is also briefed on their job responsibilities as well as the vision, mission and value statements of BigDog. So that all new workers feel as comfortable as possible in their new job roles, they are introduced to all key management staff and advised of how these staff will assist them with any issues they may have. The worker is also introduced to all

clients that they will be supporting and are briefed on the client’s needs and how the client likes to be supported.

Support workers have access to continuing learning and development opportunities through training institutions as well as courses run by BigDog to ensure that their knowledge and practices remain relevant and current. In order to monitor the performance of all workers, reviews are held annually which allow staff to self-access their performance against BigDog’s expectations and feedback from clients.

3.4.5 Duty of Care

There is a Duty of Care to all workers, volunteers, work experience students, contractors, clients and visitors to the service and that all workers, volunteers, work experience students, contractors, clients and visitors have a legal duty of care to each other. BigDog will ensure that all workers and volunteers employ safe practices, and that the workplace is physically safe. Staff working in the private homes of clients will be made aware of their legal duty of care and will be provided with adequate training for their role as a Support Worker.

There is a separate Duty of Care Policy.

Procedures

Matching support workers with a client

There are 3 powerful reasons why every effort should be made to determine what a good match looks like and why every effort should be made to act on the information.

The quality of the match is:

1. One of the most powerful determinants of quality of life for people who are dependent on others for support;

2. The single greatest determinant of turnover among those paid to provide services;

3. Related to the frequency with which issues of abuse and neglect occur – the better the match the fewer issues of abuse and neglect.

While having the right skills is a minimum expectation, the match regarding characteristics is critical.

Having the skills that address the balance between important to and for (and the needed personality characteristics) helps create a match between the person providing the services and the person receiving the services. This is a win-win for all of the stakeholders. From the perspective of the person receiving the services, having someone with the right skills and the right personality characteristics greatly enhances quality of life.

Helping people see the importance of a good match should be done as soon as the opportunity presents itself.

Summary

The NDIS introduced a significant shift from a welfare-based system of support for people with disability to an insurance approach that works with people with disability and invests to improve their long-term outcomes. The NDIS is part of a broader ecosystem, where families, community and other government services support people with disability to be included socially and economically while working to improve their lifetime outcomes, helping them live an ordinary life.

Supporting Documents

Policies

3.0 Provision of Supports

3.4.5 Duty of Care Forms

New Client Checklist

Client Profile Kit

PATH Plan

Performance Appraisal

Person-Centred Description

Information

Code of Practice

Human Services Quality Framework October 2021 Version 8

NDIS Practice Alerts

NDIS Practice Standards November 2021 Version 4

Support Worker Induction Manual

NGO Training

Comprehensive Health Assessments

Duty of Care and Dignity of Risk

Epilepsy Management (PA05)

Personal Care and Grooming Part 1

Personal Care and Grooming Part 2

Sexuality and Relationships

First Aid and CPR

PATH Planning

Person-Centred Thinking

Social Role Valorisation

Legislation

Child Protection Reform and other Legislation Act 2022 (QLD)

Disability Services Act 2006 (QLD)

Disability Services and Inclusion Act 2023 (Cwth)

Further Education and Training Act 2014 (QLD)

Human Rights Act 2019 (QLD)

National Disability Insurance Scheme Act 2013 (Cwth)

NDIS (Provider Registration and Practice Standards) Amendment Rules 2021

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.

3.4 Responsive Support Provision

Each participant accesses responsive, timely, competent and appropriate supports to meet their needs, desired outcomes and goals.

3.4.1 Supports are provided based on the least intrusive options, in accordance with contemporary evidence-informed practices that meet participant needs and help achieve desired outcomes.

3.4.2 Where agreed in the service agreement, and with the participant’s consent or direction, links are developed and maintained through collaboration with other providers to share information and meet participant needs.

3.4.3 Reasonable efforts are made to involve the participant in selecting their workers, including the preferred gender of workers providing personal care supports.

3.4.4 Where a participant has specific needs which require monitoring and/or daily support, workers are appropriately trained and understand the participant’s needs and preferences.

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.

2 Service Access

Sound eligibility, entry and exit processes facilitate access to services on the basis of relative need and available resources.

2.1 Where BigDog has responsibility for eligibility, entry and exit processes, these are consistently applied based on relative need, available resources and the purpose of the service.

3 Responding to Individual Need

The assessed needs of the individual are being appropriately addressed and responded to within resource capacity.

3.1 BigDog uses flexible and inclusive methods to identify the individual strengths, goals and aspirations of people using services.

3.2 BigDog formulates service delivery that respects and values the individual (e.g. identity, gender, sexuality, culture, age and religious beliefs).

3.3 BigDog ensures that services to the individual/s are delivered, monitored, reviewed and reassessed in a timely manner.

3.4 BigDog has partnerships and collaborates to enable it to effectively work with community support networks, other organisations and government agencies as relevant and appropriate.

3.5 BigDog has a range of strategies to ensure communication and decision-making by the individual is respected and reflected in goals set by the person using services and in plans to achieve service delivery outcomes.

4 Safety, Wellbeing and Rights

The safety, wellbeing and human and legal rights of people using BigDog services are protected and promoted.

4.4 People using services are enabled to access appropriate supports and advocacy.

4.5 BigDog has processes that demonstrate the right of the individual to participate and make choices about the services received.

Delegation of Authority

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.

Added more information in the preamble relating to the HSQF

Changed the policies to procedures

August 2017 3.0 Created an all-inclusive HSQF Policy to address each of the service standards indicators.

Included NDIS references

Returned supporting procedures to supporting policies

Updated Responsible Officers

Introduction of BigDog Training Portal and modules