Policies and Procedures

Distil Management is committed to providing quality services and respecting participants’ rights. Participants’ right to privacy and confidentiality will be recognized, respected and protected in all aspects.

At Distil Management, all information will be handled based on the NDIS Quality and Safeguarding Framework.

Consistent processes and practices are in place that respects and protects the personal privacy and confidentiality of each participant.

Distil Management ensures that all confidential documents are handled safely in our operations.

Distil Management will not disclose any confidential information to any persons who are not employed by Distil Management Services or participant unless consent has been obtained.

Distil Management will not take any interest in the review of confidential and sensitive documents of the company.

Distil Management is committed to maintaining the confidentiality of medical results

Distil Management will not disclose, copy, release, sell, alter, or destroy any confidential information, either electronic or paper-based unless there is management approval.

Distil Management is committed to protecting the privacy of participants and workers.

All workers will complete Form19. Privacy & Confidentiality Agreement to ensure the confidentiality requirements are understood and adhered to.

Worker’s responsibilities are as below:

All inquiries or complaints about privacy and confidentiality should be directed to the Managing Director and Form02. Complaint Report Form to be completed.

In case Distil Management identifies that there is a breach of information or unauthorised access to the information of participants, will take measures to reduce the chance of harm to people. In these cases, the Australian Information Commissioner might be involved.

It is the participant’s right to choose if they want to be involved in an NDIS audit.

Each participant understands and agrees to what personal information will be collected and why, including recorded material in audio and/or visual format through Participant Handbook, Form20. Participant Intake, and Form27. Initial Assessment and Support Plan.

No sale or payment will be tolerated by any member of Distil Management for personal information disclosure.

Distil Management is committed to our participants having control over the services provided to them and the decisions that might affect their life.

Distil Management is committed to making sure that participants are satisfied with the services received

Distil Management will find out about the participant’s preferences and take appropriate measures to provide that participant with those preferred services.

Distil Management is committed to providing services to participants that are aligned with their needs and preferences.

Active decision-making and individual choice are supported for each participant including the timely provision of information using the language, mode of communication and delivered in a manner that the participant is most likely to understand.

Each participant’s right to the dignity of risk in decision-making is supported. When needed, each participant is supported to make informed choices about the benefits and risks of the options under consideration.

It is the participants choice if they wish to undertake activities that may cause risk to themselves, even though they have been advised of the danger of such activities. in this case, management shall ask the participant to fill and sign form65. risk indemnity.

Each participant’s autonomy is respected, including their right to intimacy and sexual expression.

Each participant has sufficient time to consider, review and seek the advice of their options, at any stage of support provision, including assessment, planning, provision, review and exit.

Each participant’s right to access an advocate (including an independent advocate) of their choice is supported, as it is their right to have the advocate present.

It is everyone’s right to choose their own personal, gender, sexual, cultural, and religious identity. It applies to people with disability too and they can make their decision regardless of their situation.

Participants have the right to make their own decisions, to be free, live the life they choose and have the same rights and freedoms as any other member of the community.

Participants and their carer will be advised by Distil Management about other services or agencies either in the organisation or outside the organisation to be able to make informed decisions.

If the participant is assessed as not capable of making his or her decision, a substitute decision-maker will be required and Distil Management will support them either formally or informally.

In the case that a participant is assessed as not being capable of decision making, different people would be able to be nominated as a substitute by their priority as below:

New participants will be consulted about their right to use advocates via the Participant Handbook.

Distil Management will consult new participants about the roles of advocates and how to get an advocate.

It is a participant’s right to choose their advocates, change their advocates or withdraw their advocate’s authority

Distil Management participant’s decision making, and service planning will be coordinated with the participant’s advocate

Any assistance by an advocate should be registered and documented

If a participant doesn’t have anyone to accept their advocacy, Distil Management will introduce someone as an advocate.

Advocacy is the act of helping a vulnerable group of people to be heard in a decision that may affect their life.

The participant can nominate an advocate if they need to via Form13. Advocate Nomination Form.

There are different types of advocacies as follows:

• Individual advocacy: is to prevent and address any discrimination or abuse a person with a disability
• Systematic advocacy: is influencing and changing the systems to benefit people with a disability as a group within the society
• Family advocacy: is the act of a family member advocating on behalf of a person with a disability
• Group advocacy: is the act of advocating for people with disability in a group including people who are sharing an accommodation
• Citizen advocacy: when people of a community advocate on behalf of a person with a disability
• Legal advocacy: is the act of present advocacy by a lawyer including giving legal advice, positive changes to legislations to people with disability

Participant’s rights are as follows:

• The participant should make an informed decision before giving the consent
• If any participant requires additional time for any consent, enough time should be provided to make the best decision and have enough time for consultation
• Withdrawal of consent is part of the participant’s right at any time
• Participants can evaluate the risks associated with their decision and take assessed risks

Distil Management’s responsibilities for participant consent are as follows:

• A participant consent using Form18. Participant Information Consent Form will be obtained in case the decision is related to any medical or dental treatment, behaviour support and accommodation arrangements.
• Before disclosure of any personal information to other parties’ consent is required

Any personal information could be disclosed without consent only if there is one of the following:

• The person is at risk of harm or injury;
• It is required by law

It is the Distil Management’s commitment to ensure that everyone feels safe, treated fairly and the organisation is free of abuse, exploitation, and neglect.

Participants with a lack of communication should be well supported to detect and prevent abuse.

The Managing Director deals with the abuse, exploitation, and neglect reports seriously and confidentially and takes the best measures to mitigate the issue and take actions accordingly.

Incident Management Policy and Procedure are established to investigate and report the abuse, exploitation, and neglect related issues.

Training is required for everyone in Distil Management about all policies and procedures and relevant rules, regulations, and guidelines to recognize, prevent and minimise abuse, exploitation, and neglect through the induction system.

One trained Manager should be appointed to deal with any abuse related issues.

Everyone has a responsibility about abuse, exploiting and neglect as follows:

• The victim should be supported by all staff, workers, and members of the organisation
• If required, the responsible Manager should inform relevant authorities, carers of the victim including their family and guardians or their substitute decision-makers (if applicable)
• If a participant doesn’t have any guardian or an advocate, it is the provider’s responsibility to organise an advocate or assist the other providers and support coordinators to organise and advocate. For more information refer to Right to access an advocate.
• All staff, workers, and witnesses should cooperate with relevant authorities in the process of investigation.

Following measures could be taken for responding to abuse, exploitation, and neglect:

when handling cases involving allegations where there is a victim and a potential perpetrator, it is crucial to prioritize the well-being and support of both parties while the allegations are being validated.

Distil Management is committed to promoting an environment free from bullying, harassment and discrimination for all employees and participant

Distil Management is committed to implementing training and awareness-raising strategies to ensure that all workers and staff are aware of their rights and responsibilities regarding bullying, harassment and discrimination

Distil Management is committed to complying with all relevant legislation and industry standards

All forms of discrimination, harassment and bullying by or toward workers, the participant is considered unacceptable and will not be tolerated under any circumstances

Everyone has the same right and responsibilities relating to sexual harassment

Any discrimination, bullying, harassment and/or discrimination should be discussed with the Managing Director or by submitting an incident through the Incident Management Policy and Procedure.

Victimization includes threatening any of who has made a complaint or helped another person to make complaints including the ones who may be involved in the investigation process is subject to discrimination, harassment and/or bullying.

Breach of this policy & procedure in any form may lead to termination of employment.

Sexual harassment can be any of the following activities:

• Repeated unwilling requests of going out
• Request for sex
• Insult or taunt of sexual nature
• Sending sexual text messages
• Viewing offensive pictures and objects
• Touching or hugging someone unwillingly

Distil Management has zero tolerance for sexual harassment, meaning that just one attempt is enough

At Distil Management, in the workplace or between colleagues and participants at work or outside the workplace, everyone is covered against sexual harassment.

Everyone should be treated with respect in Distil Management.

Bullying can happen in various types of behaviour including:

• Sarcasm
• Isolation
• Threat, abuse, or shout
• Unconstructive criticism
• Constant pressure on the workers

Bullying is against Work Health and Safety Laws. There are different forms of bullying including face to face, on social media, in emails, on the phone and unfair work activities.

Discrimination can happen either directly or indirectly. Direct discrimination happens when a person is treated more unfair than other people in a similar situation while indirect discrimination happens when a person is being disadvantaged by imposing a practice against a lawful characteristic.

Lawful characteristics are as follows:

• Any types of disability or disease
• Having status of a carer or a parent
• Race, skin colour, nationality, culture, ethnic background
• Religion
• Pregnancy and breastfeeding
• Sexual orientation
• Political beliefs
• Marital status

Treating a person unfair because they have lawful characteristics that you don’t like, is against the law and could be a form of discrimination.

Everyone should be recruited based on merits regardless of their characteristics. For example, they should be recruited based on their skills and abilities.

Asking personal questions about their ethnicity, sexual orientation, disability or else, is against the law unless it is a requirement of the position.

Any discrimination, bullying, harassment and discrimination should be discussed with the Managing Director or by submitting an incident through the Incident Management Policy and Procedure.

Breach of this policy & procedure in any form may lead to termination of employment.

Victimization includes threatening any of who has made a complaint or helped another person to make complaints including the ones who may be involved in the investigation process is subject to discrimination, harassment and/or bullying.

Preventive responsibilities of Distil Management team against bullying, harassment and discrimination are as follows:

• Train staff and workers in the policies & procedures and regulations to know their obligations via the Worker Handbook and Form08. Induction Checklist.
• Follow-up any harassment, bullying and discrimination complaints and investigate the incidents using the complaint and incident mangemange procedures.
• Ensure that no discrimination takes place in the process of recruitment and it’s based-on merit points.
• Enhance the complaint resolution process by following complaint management procedures.
• Take quick steps if becoming aware of any inappropriate behaviour.

Preventive responsibilities of Distil Management workers against bullying, harassment and discrimination are as follows:

• Follow the guidelines defined by the management regarding bullying, harassment, and discrimination
• Support victims if become aware of any bullying, harassment, and discrimination by having meetings with them and ensuring them that adequate measures will be taken
• Ensure that confidentiality is followed in handling complaints and if they become aware of any harassment, bullying and discrimination by completing Form19. Privacy & Confidentiality Agreement.

It is staff and workers’ right to:

• Be recruited on a merit base, not by personal characteristics
• Work in a safe environment free from bullying, harassment and/or discrimination
• Be able to raise complaints without fear of victimisation
• Work in an environment without the restriction of any kind related to their ethnicity, religion, disability and/or sexual orientations.

An effective system is in place for Distil Management to manage and support the business accountability, effectiveness and supervision through Internal Audit, Management Review Meeting, and participant feedback system, which ensures that:

• Distil Management is compliant with the regulation and legislation
• Support and development of its staff and workers.
• High quality and safer service delivery to the participant.

Distil Management is managed by the Managing Director, who has assigned a management team.

The Management Team will ensure that the objectives and targets of the organisation are defined.

It is the management team’s responsibility to ensure that business operations are aligned with the objectives and targets using Form05. Business Plan.

A Management Review Meeting will be held by the management team to ensure that a high quality of services will be provided by Distil Management to the participants, and there is an active communication channel in place

The responsibilities of the Managing Director are:

• Human Resources & well-being of the staff and workers
• Maintenance of the property
• Service delivery to the participant
• Strategic planning
• Ensuring that the policies and procedures are reviewed and updated
• Financial matters including payroll

There are two types of environmental factors:

• External factors: the “opportunities” and “Risk” presented by the environment external to the organisation
• Internal factors: the “strengths” and “weaknesses” of the organisation

The Managing Director and Management Team identifies the key internal and external factors that are relevant to its purpose and its strategic direction which affect its ability to achieve the intended result(s) of its management system. Internal environmental factors are normally easier to control than external environmental factors.

The managing Director and Management Team scans the external environment to understand the external forces of change so that they may develop effective responses which secure or improve their position in the future. External Environment includes:

• ★ Macro Environment
• ★ Microenvironment

The Managing Director and Management Team prepares a list of Opportunities and Threats in Form05. Business Plan.

Strengths and Weaknesses of processes are identified by Managing Director using Form05. Business Plan.

The following questions should be asked while identifying strengths and weaknesses for each process:

The business objective and targets are developed in Form05. Business Plan.

The management team is responsible for:

• Ensuring Distil Management is following the organisational strategies
• Ensuring that there is appropriate service delivery in place.
• Ensuring that service integrity and quality is being assessed regularly.
• Providing leadership and supervision to the staff and workers to create an environment of innovation and positive relationships.
• Providing the services related to support and management of complex cases, including emergencies.
• Providing a proper service to the participant to maintain their satisfaction

Distil Management’s staff and workers are responsible for:

• Supporting participants with their life either in Distil Management bases or their own home in a way that a valued lifestyle is developed for them.
• A good relationship with participants helps to provide a supportive environment
• Involving participants to make choices in operations related to their care and life and reviewing and updating their goals.

According to the NDIS Quality and Safeguards Commission, all NDIS registered service providers need:

• Public liability insurance: A certificate of currency for current insurance that meets the minimum level of cover commensurate to the scope of the provider. Providers should seek professional advice as to the type and amount of insurance that is necessary.
• Professional indemnity insurance: A certificate of currency for current insurance that meets the minimum level of cover commensurate to the scope of the provider. Providers should seek professional advice as to the type and amount of insurance that is necessary.
• Personal accident insurance or worker's compensation insurance: if a provider has staff. A certificate of currency for current insurance that meets the minimum level of cover commensurate to the scope of the provider. NDIS providers should seek professional advice as to the type and amount of insurance that is necessary.
• Comprehensive car insurance: if provider is providing travel and transport arrangements to the participants, must ensure that car being used for this purpose has a comprehensive car insurance.

Distil Management has established, implemented and maintained a process to identify legislative requirements and have access to all legal and other requirements that apply to Distil Management’s operations using Form17. Legislative Compliance Register.

The register will be reviewed and updated once a year. The evaluation will be carried out by the Management Team and the results will be reported to Managing Director.

If there are any changes/ updates in the legislative requirements, relevant policies and procedures will be reviewed and revised accordingly.

All Workers are responsible for managing compliance within their areas of influence by following the current policies and procedures. The changes and updates will be communicated to the workers and staff through meetings or receiving email updates.

This policy identifies the requirements for delegated responsibility and authority to another suitable person in the absence of a usual position holder in place

Workers with the same qualifications and experience will be assigned as a delegate to ensure the same level of support is provided to the participants and adequate training will be provided to them.

Staff and workers should avoid any conflict of interest in their duties and personal interests.

All employees will act in the best interests of participants and other customers, ensuring that participants are informed, empowered and able to maximise choices and controls. Staff members will not (by act or omission) constrain, influence or direct decision-making by a person with a disability and/or their family to limit that person’s access to information, opportunities, and choices and controls.

None of the staff and Workers shall misuse the position that ends to any personal benefit for themselves or anyone associated with them.

The priority of all staff and workers shall be the advantage of the Distil Management.

Workers and staff should not misuse Distil Management property, information, and data for their personal use.

Any conflict of interest should be reported to the management team to avoid any possible conflict. If any conflict is recorded in Form29. Conflict of Interest Register, a Form34. Conflict of Interest Declaration Form must be completed.

It is Distil Management’s responsibility to ensure that all vehicles being used for travel and transport arrangements for participants is registered and also insured for business purposes.

Distil Management is committed to supporting the health, safety, and welfare of all people we employ and to the people affected by our undertakings. Distil Management continuously supports improvements in workplace health and safety by adopting a planned systematic approach to Occupational Health and Safety. This approach includes risk management and consultation.

Distil Management take its responsibility to identify and manage all types of organisational risks (including compliance, financial, safety, health, environmental and operational risks) very seriously. Distil Management will engage with staff and workers and relevant stakeholders to identify risks to operations and to communicate risk management strategies.

A list of organisational risks including compliance, financial, safety and health, environmental, and operational risks (risks to participants, financial and work health and safety risks, and risks associated with the provision of supports) is identified in Form01. Risk Register. All areas of the organisations will be addressed, and can be grouped according to the following broad categories:

• Strategic
• Compliance
• Financial
• Operational
• Participant
• Staff and Workers

Specific risks to each participant are identified using Form27. Initial Assessment and Support Plan. It is all staff and workers s’ responsibility to report any risk to participants, workers and the provider to their relevant supervisor or manager. New hazards can be identified using Form14. Hazard identification report.

Assess risk according to the consequences and likelihood of the hazard/aspect occurring. The level of experience and the capabilities of all workers is taken into consideration throughout this process. The risk rating is recorded on Form01. Risk Register. Risk Calculation Process:

All identified risks are to be assessed, and treatment shall be taken for them as a part of the relevant person responsibility. Management or treatment options for risks expected to have positive outcomes include:

• Starting or continuing an activity likely to create or maintain this positive outcome
• Modifying the likelihood of the risk, to increase possible beneficial outcomes
• Trying to manipulate possible consequences, to increase the expected gains
• Sharing the risk with other parties that may contribute by providing additional resources which could increase the likelihood of the opportunity or the expected gains
• Retaining the residual risk.

It is Distil Management’s commitment to incorporate the requirements of the standard into the business with a continuous improvement system. These commitments are as follows:

• Ongoing improvement and revision of the policies & procedures, processes, and services
• Ensuring that all policies & procedures comply with the relevant legislation, obligations, and standards
• Maintaining, monitoring, and improving the stakeholder’s satisfaction and creating a close relationship with staff and workers
• Maintaining, monitoring, and improving the stakeholder’s satisfaction and creating a close relationship with staff and workers
• Conduct regular internal audits to find and resolve any nonconformities and prevent the recurrence
• Train the staff and workers on an ongoing basis to meet the requirements

Internal Audits will be conducted to determine whether business operations and processes are compliant with the NDIS standards, guidelines, and relevant legislation. The internal Auditor should be trained and shall be independent of the process that they are auditing.

The Internal Audit should be conducted every year to determine the compliance of the organisation with NDIS standards using Form16. Internal Audit Schedule. Any non-conformities in the management system of Distil Management should be recorded in Form15. Internal Audit report and Form03. Improvement Report Form. Then, this record should be reported to Distil Management’s management team for implementing corrective actions. In the management review meeting, the outcome of the audit should be reviewed, and corrective actions shall be checked.

The following activities shall be conducted as frequently as specified in the table below:

All policies & procedures of Distil Management will be reviewed every year by the management team as well as the feedback of workers and all stakeholders.

The Distil Management’s satisfaction will be assessed based on customer and staff feedback to find areas of improvement.

Continuous improvement will be undertaken by considering outcomes, risk-related data, evidence-informed practice, incident management and feedback from participants and workers. For this purpose, Form03. Improvement Report can be used.

Internal audit and management review meetings are also conducted annually to ensure the continuous improvement of supports and services provided by Distil Management.

Distil Management’s staff/management will continue to review and update all policies, procedures and related documentation to ensure appropriate customization is addressed to adhere to our specific operational practices. This includes rollout to the NDIS Commission or any other changes.

Distil Management is committed to protecting the security of its information and information systems.

Documents are stored with appropriate use, access, transfer, storage, security, retrieval, retention, destruction, and disposal processes. This is addressed by having passwords and antivirus in place for electronic devices. For hard copies (if applicable), the files will be stored in secured cabinets and access will be provided to the relevant workers.

The Best practices and continuous improvements that are promoted by the management team create a supportive and respectful culture in Distil Management that supports the workers, stakeholders, and participants to be open to make complaints and feedback and report any issues. In the performance assessment of the management team, this will be assessed and reviewed.

Distil Management is committed to handling all complaints and feedback until it is resolved completely.

The information related to the complaints and feedback will be dealt with confidentially in a way those are discussed directly with involved people. If the consent has been provided, a third party would be able to lodge complaints and feedback on behalf of another person.

Tracking and analysing feedback and complaint data could identify any ongoing issue. As a part of the continuous improvement process, the feedback, complaints, and dispute resolution will be discussed in management team meetings regularly.

Information about this policy & Procedure will be shared with any participant or stakeholder wishing to lodge feedback.

In the worker’s induction, all workers will be trained in this policy & procedure to provide the stakeholders with the information related to the feedback, complaints, and compliments. For this purpose, the Worker handbook is also used.

Continuous improvement is an important part of the team meeting agenda covering workers and participant feedback and complaints. Complaints management is also on the management review meeting Agenda.

If requested by workers, this information will be provided to them and will be displayed in Distil Management ’s premises at all times.

A variety of formats including an easy English version as well as translated versions of the information related to the feedback and complaints will be provided to stakeholders including workers and participants. Interpreters and referrals are available, too.

Workers will provide all participants, their families, and carers with information when they first access the service and, throughout service delivery, remind them of the policy and their right to make a complaint without fear of affecting their service.

All participants, their families and carers will be provided with the relevant policies & Procedures and their right to make complaints in the commencement of service as well as throughout the service delivery by Distil Management workers. For this purpose, the Participant handbook is also used.

The roles and responsibilities of the workers when a complaint is received as well as their awareness of the policy & Procedure will be assessed in the performance reviews. If required, additional in-house training, on the job training and formal training will be provided. Managers and supervisors will be monitoring this.

Any stakeholder will be able to provide feedback at any time through:

• Workers
• Management team
• Public email address
• Mail
• Phone contact

A Form03. Improvement Report will be completed by the receiving worker or the management team if the feedback is provided verbally.

Support and assistance (e.g., involvement of a support person, interpreter, or advocate) will be provided to people who should participate in the feedback mechanism if required.

the Managing Director is responsible for ensuring that the Organisational charts and Form07. Job Description is developed, updated, and available for all positions which outline:

In Distil Management, is committed to delivering high-quality services to its participants that support building and promoting a diverse and talented workforce.

Distil Management is committed to employing sufficient numbers of workers to meet legislative, policy & procedure and service standards requirements by considering qualifications and experience.

Distil Management workers will meet the minimum qualification requirements in place for the delivery of services to NDIS participants.

All staff are selected based upon their initial education or training, their experience, specific areas of expertise, general demeanour, and work ethic. Personnel employed, demonstrate that they have the competencies required for the position, as defined in the job description.

Workers shall be requested to complete a Form06. Worker Information Form and sign relevant Job Description and Workers Handbook.

Form19. Privacy & Confidentiality Agreement shall be signed by all workers to protect Distil Management’s confidential information and practices.

The below items are mandatory for all new workers, volunteers, agents, contractors, and subcontractors before start:

All workers will undertake a comprehensive induction process using Form08. Induction checklist before engaging with participants.

For each worker, the following details are recorded and kept up to date:

• a) their contact details.
• b) details of their secondary employment (if any).

Records of induction, mandatory checks training and organisational and professional development provided to all workers will be kept on each worker’s record and on Training Matrix Form09. Training Matrix.

First Aid Training, Disability and Individual Support related training are beneficial.

Workers with capabilities that are relevant to assisting in the response to an emergency or disaster (such as contingency planning or infection prevention or control) are identified in Form82. Emergency and Disaster Management Plans

Infection prevention and control training, including refresher training, is undertaken by all workers involved in providing support to participants and All training shall be recorded in Form09. Training Matrix form.

Training requirements shall be identified by reference to position description which shall outline skills and competency requirements. All training shall be recorded in Form09. Training Matrix form.

The workers will be notified by the management team to complete their refresher training in these areas annually and keep track of the workers training currency through Form09. Training Matrix form.

Training will be provided by the Annual Training Schedule, maintained by the management team.

Plans are in place to identify, source and induct a workforce if workforce disruptions occur in an emergency or disaster.

An ongoing opportunity for training and development of workers will be provided by Distil Management that enhance and extend their capabilities as well as providing them with the chance of advancement in their organisation.

Every worker and management team member would be able to have the opportunity to participate in training and development activities.

On-the-job training, internal or external courses, support for research and fieldwork, conference and seminar attendance, networking and mentoring programs are available to workers as a part of training and development methods.

Performance Reviews will motivate workers to play an active role in their ongoing improvement by identifying their training and development needs in consultation with their manager.

Any such team meetings or training sessions need to be documented on the Form30. Minutes Of Meeting to show evidence and for each attendee to sign off on their understanding and attendance.

If a manager decides that any skill and/or qualification is needed for a worker to carry out their duties, the management team in consultation with the workers will decide about the costs incurred. If a worker believes that they need a particular skill set for performing their routine duties, they should discuss this with their manager or supervisor. In this case, the management team will decide, in consultation with the worker, whether the worker needs any training and who will pay the cost.

By considering the needs and skills of workers, Distil Management will provide fair access to development and training opportunities for all workers

A performance review will be conducted for all Workers using Form10. Worker Performance Assessment either annually or when required to assess their capability in performing their role as well as understanding and implementing organizational policies and procedures.

The supervisor will review the workers’ performance for the past year before the interview.

A support person or senior manager could be requested during the interview by either party.

A Form10. Worker Performance Assessment will be completed by a supervisor.

A copy of the performance review of the workers including all documentation shall be kept on the worker’s records for all workers.

If workers choose to end their employment shall inform the organisation at least four weeks before their leave. This notice shall be in writing.

During the notice period, Distil Management has the discretion to pay the worker to have them working during this period.

Within 28 days after the end of the worker’s employment with the organization, Distil Management shall ensure all salary and entitlements are paid to them.

Workers may face disciplinary action if they do not have satisfactory performance, engage in misconduct or do not abide by Distil Management’s policies and procedures.

As soon as a problem arises, the supervisory and management team are responsible for identifying it and taking immediate action. Any records related to the advisory and performance-related discussions shall be kept on workers records.

The principles of natural justice shall be followed in all processes. This means the workers’ point of view shall be stated before taking any action and managers should not act biased.

If any misconduct happened by any worker, they shall be dismissed immediately. Misconduct can include theft, assault, and fraud. A high level of evidence shall support such actions.

Some other misconducts that may result in disciplinary action are:

• Not complying with Distil Management’s policies and procedures,
• Preventing other workers from doing their duties.

The worker shall be advised if any misconduct or unsatisfactory performance is identified by the supervisor.

Standard of the worker’s performance is required to improve by training. Within a reasonable timeframe, the worker should be provided with an opportunity to improve their performance.

The Form03. Improvement Report Form shall be submitted to the Managing Director by the supervisor. The worker should be notified before writing the report and provided with a copy.

Distil Management shall comply with all State and Federal legislation and the worker’s Employment Contract about disciplinary action and employment termination

It is the management team’s responsibility to ensure teamwork is promoted in the organization environment and structure and motivates workers to take responsibility.

Regular team meetings are conducted, and workers are expected to attend where access to information sharing, training, development, and debrief opportunities are granted.

A mentoring session with every worker’s immediate supervision will be offered if required.

Worker’s recognition and reward system will be developed by the Managing Director.

Workers will wear a uniform or ID tag/badge to ensure participants can easily recognise them

Distil Management ‘s services and supports are tailored for every participant.

Distil Management ‘s day-to-day operations are managed efficiently and effectively to avoid disruption and ensure continuity of support. Form27. Initial Assessment and Support Plan is used for this purpose to identify daily activities and the supports required. The Operations Manager will ensure to provide all staff with their rosters through Form60. Rostering Schedule

In case of any changes to the scheduled service, the participant would be notified to seek approval.

During the period of service agreement, Distil Management will ensure that there is no interruption in the provided services by using Form60. Rostering Schedule. Where changes or interruptions are unavoidable, alternative arrangements are explained and agreed upon with the participant. The Operations Manager will Manager contacts the participant to:

• Seek participant’s agreement and ensure that they are entirely aware of the changes
• Explain alternative arrangements to the participant.

When a Support worker is absent, or a vacancy becomes available then Operations Manager will:

• Contact a Support Partner with a suitable replacement such as a Support Partner with the relevant qualifications or language requirement.
• Where possible, provide a Support Partners who has worked with the participant previously and is aware of the participant’s preferences and needs.
• Where possible, advise the participants of replacement person and gather feedback on the replacement Support Partners.
• Replacement Support Partners will be sensitive to participants’ requirements and ensure that care is consistent with the participant’s expressed preferences.
• Form28. Delegations of Responsibility and Authority Register and Form86. Delegation of Authority Declaration form is used for this purpose.

Support workers who are unable to work are required to contact the Manager. If there is an intended absence (such as vacation or appointment), then the Support workers must inform the Manager at the earliest opportunity, to allow time to prepare the participant.

All workers will be provided with the participant’s preferences before the support initiation.

A commitment to managing daily operations efficiently will be provided to ensure continuous support and minimum disruptions.

Where applicable, disaster preparedness and planning measures are in place to enable the continuation of critical supports before, during and after a disaster. In case of a critical situation, if any of the workers are not available, the management will assign some other workers with the same qualification according to Form28. Delegations of Responsibility and Authority Register.

Once in a month back up of the information of such computing devices needs is taken

Our website is available to the general public. Before modification or updating of matters on our website, all updating is reviewed and approved by Managing Director. Also, the website is protected by passwords and integrity is ensured.

Precautions are taken to prevent and detect the introduction of malicious software and information processing facilities that are vulnerable due to computer viruses, network worms etc. We are using the latest version of anti-virus software and all the latest definitions are updated timely on all the machines and necessary settings are done to update the same.

It is the management team’s responsibility to ensure that the Emergency response plan is reviewed and updated every year.

Support workers will receive a copy of Form27. Initial Assessment and Support Plan, Form26. Goal Plan for Participant and Form20. Participant Intake Form upon receiving consent from participant to know about each client’s preferences.

Alternative arrangements for the continuity of support for each participant, where changes or interruptions are unavoidable, are:

• explained and agreed with them; and
• delivered in a way that is appropriate to their needs, preferences, and goals.

Visiting workers and their supervisor use their understanding of each family when they implement the procedure.

16.5.1 Entry to Services

16.5.2 Service Refusal

16.5.3 Waiting List processes

16.5.4 Service environment

16.5.5 Cancellation Policy

16.5.6 Service Withdrawal

16.5.7 Service Termination (Exit from Services)

16.5.8 Participant Requested Termination

16.5.9 Service Re-entry

16.5.10 Files and Documentation

A person-centred approach is promoted in Distil Management to give this opportunity to the individual to direct their service and keep connected with the participants. For this purpose, Form 27. An initial Assessment and Support Plan will be used.

With each participant’s consent, work is undertaken with the participant and their support network to enable the effective assessment and to develop a support plan.

Appropriate information and access are sought from a range of resources to ensure the participant’s needs, support requirements, preferences, strengths, and goals are included in the assessment and the support plan.

Participants are always at the centre of the decision-making process for all aspects of their life in a way to be able to participate in the community to follow their goals and interests. For this purpose, Form26. Goal Plan for Participant will be used.

Participants’ needs and goals will be met with the support of Distil Management staff and workers to develop their independence, problem-solving and self-caring skills.

Participants’ sexual orientation, religion and culture will be respected by workers and staff of Distil Management.

Each support plan is reviewed regularly. It depends on Participant’s plan duration. It can be every 3 months or 6 months or annually or earlier in collaboration with each participant, according to their changing needs or circumstances. Progress in meeting desired outcomes and goals is assessed at a frequency relevant and proportionate to risks, the participant’s functionality, and their wishes.

Where progress is different from expected outcomes and goals, work is done with the participant to change and update the support plan.

Any change in the goals and expectations of the participant that is outside of service scope will be assessed based on the resources of Distil Management and the participant will be notified of the outcome of the assessment.

For maintaining and strengthening the connection of Aboriginal and Torres Strait Islanders, as well as people with CALD backgrounds to their community, Distil Management, will commit to supporting them by linking them to their local communities, if possible.

In the process of Risk management in the organisation, communication between staff, workers, participants and their families, carers or advocates play a vital role. Conflicts or complaints could be managed by risk assessment.

In collaboration with each participant, a risk assessment is completed and documented for each participant’s support plan, then appropriate strategies to treat known risks are planned and implemented using Form 27. Initial Assessment and Support Plan.

Periodic reviews (at least annually) of the effectiveness of risk management strategies are undertaken with each participant to ensure risks are being adequately addressed, and changes are made when required.

Risk assessments include the following:

• consideration of the degree to which participants rely on the provider’s services to meet their daily living needs.
• the extent to which the health and safety of participants would be affected if those services were disrupted.

The dependency of participants is in place to evaluate the associated health and safety risks. The purpose of this table is to provide a structured approach to understanding and managing the needs and potential risks faced by participants to ensure their well-being and safety throughout the duration of the supports scheduled to ensure proactive arrangements are in place.

Steps to Use the Extended Table:

• Assessment: Evaluate both the level of reliance on your services and the potential impact on health and safety for each participant.
• Categorisation: Assign the appropriate risk level based on the combined assessment of reliance and health-safety impact.
• Mitigation: Develop strategies and contingency plans that address not only the level of reliance but also the specific health and safety concerns identified for each risk level.
• Regular Review: Continuously review and update the risk assessment and mitigation strategies, considering any changes in participants' needs and potential risks.
• Communication: Ensure that all stakeholders, including participants, families, and your team, understand the dual assessment of reliance and health-safety impact, as well as the corresponding mitigation plans.
• Emergency Planning: For participants with higher risk levels, develop emergency plans that outline steps to be taken in case of service disruptions or unexpected events.

By considering both the participants' level of reliance on the services and the potential consequences for their health and safety in case of disruptions, Distil Management creates a more comprehensive risk assessment framework that prioritises their well-being.

Therefore, prioritising the health and safety of participants is a fundamental responsibility that promotes their well-being, respects their rights, and contributes to the overall success and sustainability of various activities and endeavours, and ultimately, the level of support the provider is required to provide the participant during their care this is reflected to be captured on Form33. Participant Disaster and Risk Assessment and prompted on Form27. Initial Assessment and Support Plan

Where appropriate, and with the consent of the participant, information on the support plan is communicated to family members, carers, other providers, and relevant government agencies using Form18. Participant Information Consent Form and Form36. Client Money and Property consent where clients are deemed incapable of managing their money and property. The communication can be undertaken via meetings or emails.

Negotiate the specific days for services or support and document these in the Support plan.

(Where possible) agree upon time ranges for the services to build a level of flexibility into the service roster. (e.g., Start time of between 1 and 1:30 pm and 1hr of Domestic assistance).

(If not yet finalised) negotiate service fees and record these in the participant Service Agreement and on the Support Plan.

Ask the participant to sign the Support Plan to acknowledge their agreement with it.

Agree on the criteria to evaluate the effectiveness of Distil Management responses and document this in the Support Plan.

Ensure all involved stakeholders have copies of the agreed Support Plan.

Explain to the participant that the Manager will monitor the progress of the Support Pan, but the participant may also request a review of the Plan at any time.

Provide a copy of Form76. Table of Events to the staff and display it in a communal area at the start of every week.

Form101. Group & Centre based activities agenda has been created for the ease of providers when creating an agenda for a group of participants to attend a planned trip.

The service agreement may be changed only if both parties have agreed to the changes in writing. The changed agreements need to be signed and dated.

Service agreement may be ended if either of the parties wishes to end it and they will notify the other party at least one month before the ending date.

In any case, if Distil Management or the participant breach the agreement seriously, the one-month notice will be waived.

Any costs occurring in the case of cancellation policy as well as activities required for cancellation needs to be outlined in the Service Agreement.

Where the provider delivers supported independent living supports to participants in specialist disability accommodation dwellings, documented arrangements will be in place with each participant and each specialist disability accommodation provider. In this case, the arrangements recorded, and roles and responsibilities of both parties will be mentioned in the service agreement. This information could be as follows:

• How participant’s concerns about the dwelling will be communicated and addressed
• How potential conflicts involving participant(s) will be managed
• How changes to participant circumstances and/or support needs will be agreed upon and communicated
• In shared living, how vacancies will be filled, including each participant’s right to have their needs, preferences, and situation taken into account
• How behaviours of concern that may put tenancies at risk will be managed, if this is a relevant issue for the participant.

Service agreements set out the arrangements for providing supports to be put in place in the event of an emergency or disaster.

Distil Management is committed to providing:

• Person-Centred Services and support
• Services in a way that all participant’s values and beliefs are respected
• Services that participants privacy is respected
• A free from violence, abuse, neglect, discrimination, and exploitation environment
• A safe and free from hazard environment
• A safe and secure money and property handling
• Error-free medication handling
• Services that meet participant’s goals, needs and preferences

Distil Management will check and review the support regularly to ensure a goal-oriented service is provided to meet the needs of participants by reviewing Form26. Goal Plan for Participant and Form27. Initial Assessment and Support Plan.

When the support plan is not in the right pathway toward goals and work, participants will be involved to change or update the support plan.

All participants’ independence, quality of life as well as dignity and privacy are supported in Distil Management.

Other service providers will be linked to the participant to enhance service provision toward the goals and needs of the participant if agreed in the service agreement.

Participants should be able to identify their support worker(s), including the preferred gender of workers providing personal care supports. This can be identified on the support plan.

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.

For each participant (with their consent or direction and as agreed in their service agreement) links are developed and maintained by the Distil Management through collaboration with other providers, including health care and allied health providers, to share their information, manage risks to them and meet their needs.

A planned transition to or from the provider is facilitated in collaboration with each participant when possible, and this is documented, communicated, and effectively managed using Form23. Transition Plan.

Risks associated with each transition to or from the provider are identified, documented, and responded to.

Processes for transitioning to or from the provider are developed, applied, reviewed, and communicated.

In the case of transitioning a participant, the management team will work with the participant and their supporters to identify the alternative solutions and referrals which meets the requirements of the participant.

For enhancing the transition process, Distil Management will share the participant’s information with the new service provider upon getting consent from the participant. If required, the participant will be introduced to the staff and workers of the new service provider to enhance the transition process.

Thorough guidance will be provided to the participant before exiting to:

• Provide them with the information related to their decision’s consequences
• Discuss the options of re-entry to the provider if the circumstances changed
• Discuss any alternatives options or services for the participant
• A transition plan will be created outlining information regarding the date and time of the transition to plan and implement actions required for transition. The management team and participant will agree on the plan and required actions.

Any risk associated with the participant transition will be discussed with the participant and the informed family member and will be documented on the transition plan using Form23. Transition Plan.

Risks associated with each transition to or from the provider are identified, documented, and responded to, including risks associated with temporary transitions from the provider to respond to a risk to the participant, such as a health care risk requiring hospitalisation.

Processes for transitioning to or from the provider (including temporary transitions referred to are developed, applied, reviewed, and communicated.

Before the transition, feedback from the participant or their family members may be obtained for continuous improvement and change management process of Distil Management.

Distil Management is committed to supporting the health, safety, and welfare of all people we employ and to the participant and people affected by our undertakings.

Distil Management continuously supports improvements in workplace health and safety by adopting a planned systematic approach to Occupational Health and Safety. This approach includes risk management and consultation.

One of our primary commitments is to ensure that everyone in the organization receives appropriate workplace health and safety support.

Business requires a safe work environment to have long-term success and comply with requirements and standards.

None of the workers shall undertake unsafe works and participants should not tolerate any unsafe workplace. Every task that staff and workers are not trained for it shall be reported to the Distil Management Services.

To have a safe environment in Distil Management, all workers shall receive adequate WHS training. In addition, workers need to know about the new roles and responsibilities.

Distil Management management will ensure that everyone in the organization including participants, their families as well as workers and staff are in a safe environment.

Distil Management is committed to ensuring that each participant can easily identify workers engaged to provide the agreed support. Identification could be in the form of a uniform or identification tags or badges. Staff must introduce themselves at the beginning of each service delivery.

Where supports are provided in the participant’s home, work is undertaken with the participant to ensure a safe support delivery environment.

Where relevant, work is undertaken with other providers and services to identify and treat risks, ensure safe environments, and prevent and manage injuries.

Distil Management is committed to reporting all workplace injuries, near misses and illnesses caused by work immediately to the manager and also ensuring that all accidents, hazards and near misses are recorded and reported, and an investigation is carried out to determine possible causes in line with Incident Management Policy and Procedure.

Distil Management shall do a WHS inspection at least once a year for the office using Form63. HSE Inspection Checklist.

Will do a risk assessment during the onboarding process for the client and their home to prevent any damage to their property and themselves using Form33. Participant Disaster and Risk Assessment and Form32. Home Risk Assessment. This will be reviewed once a year at least or upon any changes to their home.

Each participant can easily identify workers who provide support to them.

Work is undertaken with each participant, and others, in settings where supports are provided (including their home), to ensure a safe support delivery environment for them.

Where relevant, work is undertaken with other providers (including health care and allied health providers and providers of other services) to identify and manage risks to participants and to correctly interpret their needs and preferences.

For each participant requiring support with communication, clear arrangements are in place to assist workers who support them to understand their communication needs and how they express emerging health concerns.

Risk assessment has been done and safety risks have been identified and managed using Form01. Risk Register. If there is any chemical kept on the premises, Form35. Hazardous Chemical Register must be completed.

It is the participants’ responsibility to:

• Ensure that their action doesn’t expose others to risk
• Follow all guidelines and rules

Service provision to the participants who behave unsafely may be terminated.

The emergency response plan covers the following items:

• Contact details for staff and workers who have a responsibility under emergency plan including first aiders and fire wardens
• Contact details for nearest hospital and medical service centre
• An alarm system to inform people of a fire emergency including an airhorn or fire alarm
• Methods of test emergency procedures/ drills which to be conducted annually

It is the management team’s responsibility to ensure that the Emergency response plan is reviewed every year and assembly area(s) are defined in case of evacuation.

All of Distil Management staff will be trained in supporting the participant and their family to utilise non-verbal expressions of pain to express concern or discomfort in the easiest manner possible.

If a participant is non-verbal, the participants support worker will be trained on how to deal with that participant. If there is a change in the participant’s situation, support workers should get approval from the operations manager or their supervisor before taking any action (this may change if it is an emergency, and the participant is unable to consent.)

Providing a smoke-free environment for participants and workers is a primary commitment of the Distil Management. We will ensure that:

• The public areas are free from smoke. Smoking in those places will not be tolerated by Distil Management.
• Smoking in company cars as well as in meetings is prohibited.
• Everyone should know about this policy and guideline related to a smoke-free environment and follow it
• Smoking is only allowed in a designated area and should be away from participants

Manual handling covers a wide range of activities including lifting, pushing, pulling, holding, throwing, and carrying. It includes repetitive tasks such as packing, typing, assembling, cleaning, sorting, using hand tools, and operating machinery and equipment.

The Management Team identifies work activities that involve manual handling, and which may pose a risk to employees. Risks are evaluated and treated.

The provider has a responsibility to create a safe and healthy environment for every NDIS participant. However, for those participants who are living alone and receiving daily personal activities (registration group 0107) providers must take some additional steps to ensure their health and wellbeing. These activities are as follows:

• It is the provider’s responsibility to document the assessment of the participant’s risk factor using Form27. Initial Assessment and Support Plan, Form33. Participant Disaster and Risk Assessment, and Form 32. Participant Home Risk assessment.
• A copy of the assessment will be provided to the participant and another copy should be kept in their file. If the participant wishes not to receive a copy of the assessment and Service agreement this will be recorded on the service agreement.
• The assessment will be reviewed every year or when the participant’s circumstances change. If there is any update on the assessment, a copy of the new assessment will be provided to the client and a copy will be kept in their folder.
• It is the provider’s responsibility to mention the rights and responsibilities of the participant and the provider on the service agreement.
• Using the Human resource management process will assist the provider to ensure that the participant’s support worker has been screened.
• Participants who are subject to this requirement will be registered on Form56. High-Risk Participant Register and some specific support workers will be delegated to those who are registered on this form. The level of risk for each participant will be determined using the consequence rating table from the participant risk assessment. The plan to communicate with each participant who is either identified as a low, medium, or high risk is as of the following table:

For participants who are subject to this requirement, the implementation of the services mentioned in their services will be reviewed every three months by the Operations Manager and should be by someone other than the support workers.

The Operations Manager will supervise and monitor the performance of the support workers through a face-to-face interview at the participant’s home when the support worker is not at home to ensure their performance is consistent with the agreement and the participant’s safety and wellbeing at least every 3 months or when suspicious of any harm to the participant.

The Operations Manager will provide a report to every key personnel regarding the care and skill with which personal support is being provided to the participant by the support worker after every visit to the participants home or if there is any complication in service provision.

Where the provider has access to a participant’s money or other property, processes to ensure that it is managed, protected, and accounted for are developed, applied, reviewed, and communicated. Participants’ money or other property is only used with the consent of the participant and for the purposes intended by the participant.

Participants are not given financial advice or information other than that which would reasonably be required under the participant’s plan.

The participants who are over 18, shall have an account in a bank under their name. All incomes and payments should be through this account, if applicable.

The participant’s account that is managed by a staff and workers member shall have at least two approved signatures for any withdrawal and receipts for each transaction should be available for further checks.

It is always recommended to implement direct debit for transactions, if possible.

Participants’ amount of money kept on-premises should be the minimum.

Signatories shall be able to identify whether the transaction is genuine or not and is for benefit of participants.

Signatories are encouraged not to sign any blank withdrawal forms under any circumstances.

If workers are directly involved in participant’s fund management, they must follow the following guidelines at all times:

Distil Management shall undertake actions to ensure:

• Using Form24. Medication Management Form clearly identifies the medication dosage, how it is to be administered and stored for each participant requiring management of medication
• All workers responsible for administering medication understand the side effects of the medication and the steps to take in the event of an incident involving medication.
• All medications are stored safely and securely, can be easily identified, differentiated, and are only accessed by appropriately trained workers.
• The management and administration of medication to participants is important to Distil Management as this ensures to promote duty of care for participants from staff when administering medication
• Any staff participating in the prescription of medications will be suitably qualified and will adhere to all applicable laws and regulations. Prior to performing any medication function, staff involved in the storage, transportation, administration, or urging of medication will be taught and assessed as competent. All medications must be taken exactly as prescribed by the prescribing physician or according to the manufacturer's instructions.

Medications will be administered in a hygienic way including washing hands before administration. Should any abnormal reaction occur from the participants to the medications such as any side effects or reactions including, allergies, loss of consciousness, hypoxia or any kind of abnormal reaction will be documented on Form24. Medication Management Form and the worker should notify a health professional or call 000.

Participants’ allergies and sensitivity should always be checked before the administration of medications.

Workers shall ensure that the medications are not contaminated or expired.

Prescribed doctors should be contacted if the workers are not sure about the effects or side effects of medications.

Ensure that medications are provided from the right container that belongs to the participant.

If any error occurred during the process of medication administration including missed or incorrect medication, the worker should immediately contact the Registered Nurse, if not possible to talk to the Nurse, they will contact 000 immediately.

Regardless of the level of medication assistance required, all participants who require medication will need to be documented with a list of current medications on Form24. Medication Management Form, this also includes any medication prescribed by a Health Practitioner or over the counter medications.

Self-administering (participant administers and mangers their own medications)

A participant who can administer medication on their own where appropriate is considered self-administering

The Director may require written information regarding the participant’s competency to self-administer medication around their skills, knowledge and understanding is adequate to be done on their own, this written information can be by the participant, guardian or medical practitioner

Participants who self-administer medication Distil Management will have appropriate supervision for these participants, adequately recorded and documented through Form24. Medication Management Form

Assistant required for participants who are unable to self-administer their medication

Staff who are required to provide medication administration will have the right training to ensure skills, knowledge and understanding is sufficient

Unless the participant rejects assistance, staff members must provide whatever physical or other support is required and appropriate to enable the participant to take their own prescription.

Medicines associated with an increased risk of respiratory depression

Benzodiazepines such as midazolam, diazepam (Valium), and lorazepam

Opioids such as oxycodone, codeine, and fentanyl

Polypharmacy with medicines that compromise kidney or liver function

Psychotropic polypharmacy (two or more medicines that affect the CNS (antipsychotics, antidepressants, sedatives, and anticonvulsants)

Combinations of any of the above increase the risk further and increase the risk of drug-to-drug interactions

All medications should have and follow a prescription including the following information:

• Name address and DOB
• Medication’s name
• Prescribed dosage
• Any directions for use
• Name and contact number of the prescribed doctor
• Medication’s commencement date
• The period that medication shall be taken
• Date of medication review

Distil Management’s staff and workers shall ensure that there are detailed instructions of the medication by the prescribing doctor. All workers shall adhere to this information and no staff should be involved in a management of medication if it is outside of their skills and qualifications

Distil Management staff and workers shall ensure that all of the participants have a copy of the medication sheet including all information related to their prescription

In case if any of the participants have a history of respiratory depression, they should have current health and medical records that are ready to be taken to hospital should a participant require emergency treatment. This allows doctors and hospital staff to identify current medicines and potential medicine-related adverse events. The participant can obtain their medication history from their regular pharmacy and request a new copy when there is a medication change.

All medications are stored based on the manufacturer’s instructions.

All medications shall be stored securely.

Medications that require to be stored in the fridge shall be in a lockable container in the fridge.

Medications shall not be opened if not necessary because they might become ineffective if they are exposed to air or light.

Any medication that is expired or no longer required shall be returned to the pharmacy Disposal medications shall not be washed down the sink, flushed down the toilet or thrown away in the rubbish bin.

Sharp disposables should be placed in a locked area, either a room or a drawer.

When medication assistance is provided, staff will check medication script labels to ensure the following principles are adhered to:

• Right client
• Right medication
• Right dose
• Right time
• Right route
• Right documentation/record keeping

After each session of medication management, staff will sign the medication chart, which will contain information regarding the client’s name, date, time, medication name, dosage and person administering.

Where staff note that previous dosages have not been given or that there has been tampering with the dosage packaging then the prescribing doctor should be consulted, and an incident report should be completed.

Medication-related incidents, such as misuse, missed doses, overdose, and medication missing, should be reported through the incident management policies and procedures. A medication incident report must be completed, and the director, family/guardian, pharmacy, and the general practitioner must be notified.

In the event of a medication-related incident, all support staff must follow the following guidelines when administering medication. An incident report must be completed and submitted to Distil Management Services

In the event a participant refuses to take their prescribed medication, staff will report this to Distil Management and complete an incident report using Form04. Incident Report.

In the event a staff member has not administered medication to a participant, this will be classed as missed medication and an incident report will be completed using Form04. Incident Report, this also includes if medication is incorrectly given, labelled or is past its expiry date

In the event that there's a blunder or unfavourable response to the prescribed medication, staff are to contact crisis administrations in the event and follow the advice of emergency services and wait until they arrive if required.

In cases where a participant is self-administering and managing their own medication, the participant is supervised accordingly and documented by Distil Management staff

Should a participant require medication prompting to self-administer, this is documented on Form33. Participant Disaster and Risk Assessment & then documented on Form24. Medication Management Form when prompted at the specific times.

At no time should medication be left unattended where it is freely accessible to a participant or unauthorized persons

At no time will staff administer medications to participants in a way that is for Distil Management convenience and does not address the preference and/or needs of the participant

At no time will staff administer medications to participants in a way that is for Distil Management convenience and does not address the preference and/or needs of the participant At no time will staff administer medication if a participant is objecting informally. This will only be relevant unless there is approved protocol in place

Should any medication not be prescribed to a participant, staff will not administer any medications outside of this such as over the counter medication e.g Panadol.

At Distil Management Team will ensure to review the management of medication policy and procedure annually.

This review will consist of an evaluation of the current practices in place taking into consideration staff, participants and any other relevant personnel feedback during this process.

The management team shall ensure that all workers have attended the required training related to medication handling.

The management team shall ensure that all workers have enough resources for training and assessment related to the medication. For this, Form09. Training Matrix is used to record the provided training related to medication management. If a support worker is not trained in this area Distil Management will provide the required training to them either internally or externally.

Address the concerns of workers related to the medication.

All incidents involving medication are reported, recorded, investigated, and reviewed through Form04. Incident Report.

At no time should medication be given or administered by a participant to another participant

The purpose of this Policy and Procedure is to prevent, control or stop the spread of infections. Infections can spread in any environment. Infection prevention and control is an essential part of care and the responsibility of all workers to provide care to participants. Infection is a disease or illness caused when an organism inside a person multiplies to levels where it causes harm. Organisms that cause infections are called infectious agents and are sometimes referred to as germs. Most are microorganisms (bacteria, viruses, fungi, and parasites).

Infection requires these fundamental items:

• a source of the infectious agent
• a mode of transmission and
• a susceptible host.

There are various kinds of infectious agents, but they are spread in several ways:

• Contact Infectious agents are transferred directly (e.g., contact with infected blood or body fluids) or indirectly (e.g., touching a contaminated surface and then another person without performing hand hygiene in between).
• Droplets made by coughs or sneezes transfer to someone’s eyes, nose, or mouth.
• Airborne tiny particles containing infectious agents travel through air currents (e.g., air conditioning) and are breathed in.

Standard precautions are practices applicable to all people which include:

• Hand Hygiene
• Respiratory Hygiene/Cough Etiquette
• Personal Protective Equipment
• Handling of Medical Devices
• Cleaning and Managing Spills
• Handling of Food, Waste and Linen.

Hand hygiene is the single most important factor in reducing the spread of infections. It must be done at the right time.

When hand hygiene must be performed:

• Before touching a participant or their surroundings
• Before a procedure or where there is a risk of being exposed to body fluids (e.g., changing a drainage bag)
• After a procedure or body fluid exposure risk
• After touching a participant
• After touching the participant’s surroundings (e.g., over bed table, linen)

In addition, you ought to do hand hygiene:

• Before putting on gloves
• After removing gloves
• Before touching food and eating
• After going to the toilet
• After your lunch or other breaks
• After blowing your nose or coughing
• After handling rubbish
• After handling unwashed linen or clothing
• After handling animals
• When your hands are visibly dirty.

Meals and the dining experience are a very significant part of day-to-day life. They play an important role in connecting participants socially and supporting a sense of belonging.

Food can be a powerful social symbol for connecting participants with moods, emotions and rituals related to their identity. Mealtime habits built over time can inspire feelings of comfort and familiarity for the participants. Therefore, an organisation needs to consider a participant’s preferences, religious and cultural backgrounds when providing food and drinks or hosting meals

Distil Management is committed to identifying each participant requiring mealtime management.

Distil Management is committed to making sure that participants have enough nutrition and hydration to maintain life and good health and reduce the risks of malnutrition and dehydration.

Distil Management is committed to making sure that participants have enough to eat and drink to meet their nutrition and hydration needs and to provide the participants with the support they need to eat and drink.

Distil Management is committed to making sure that each participant requiring mealtime management has their individual mealtime management needs assessed by appropriately qualified health practitioners, including by practitioners:

• undertaking comprehensive assessments of their nutrition and swallowing; and
• assessing their seating and positioning requirements for eating and drinking; and
• providing mealtime management plans which outline their mealtime management needs, including for swallowing, eating, and drinking; and
• reviewing assessments and plans annually or by the professional advice of the participant’s practitioner, or more frequently if needs change or difficulty is observed.

Distil Management assesses needs of all participants and addresses:

• what is needed to sustain life and support ongoing good health
• any dietary intolerances, allergies, or medication contraindications
• the level of support or help the participant needs
• participant’s preferences, and religious and cultural considerations
• timing of meals.

Distil Management monitors nutritional and hydration intake to prevent dehydration, weight loss or weight gain.

Distil Management is committed to making sure that participants can choose from suitable and healthy meals, snacks, and drinks. They can also take part in planning their menu.

Distil Management is committed to making sure that with their consent, each participant requiring mealtime management is involved in the assessment and development of their mealtime management plans.

Distil Management is committed to making sure that each worker responsible for providing mealtime management to participants understands the mealtime management needs of those participants and the steps to take if safety incidents occur during meals, such as coughing or choking on food or fluids.

Distil Management is committed to making sure that Distil Management consistently provides participants’ meal and drink preferences and menu selections. They say the menu also meets their medical, cultural, religious, or other needs.

Distil Management is committed to making sure that participants feel their dining experience is comfortable and not rushed. They also feel that any help they need to eat, and drink is readily available and provided in a dignified way.

Distil Management is committed to making sure that each worker responsible for providing mealtime management to participants is trained in preparing and providing safe meals with participants that would reasonably be expected to be enjoyable and proactively managing emerging and chronic health risks related to mealtime difficulties, including how to seek help to manage such risks.

Distil Management is committed to making sure that mealtime management plans for participants are available where mealtime management is provided to them and are easily accessible to workers providing mealtime management to them.

Distil Management is committed to making sure that participants are satisfied that they receive, or are helped to prepare, a variety of well proportioned, quality meals. They say the dining experience supports their quality of life.

Distil Management is committed to making sure that if a participant is hungry or thirsty a member of the workforce will get them something to eat or drink.

Distil Management is committed to making sure that Observations that food and drink are put within the reach of the participants and given in a way that the participant can eat and drink. This may include finger food, cut up or modified meals or thickened drinks, where appropriate.

Distil Management is committed to making sure that effective planning is in place to develop menus with each participant requiring mealtime management to support them to:

• be provided with nutritious meals that would reasonably be expected to be enjoyable, reflecting their preferences, their informed choice and any recommendations by an appropriately qualified health practitioner that are reflected in their mealtime management plan; and
• if they have chronic health risks (such as swallowing difficulties, diabetes, anaphylaxis, food allergies, obesity or being underweight)—proactively manage those risks.

Distil Management is committed to making sure that procedures are in place for workers to prepare and provide texture-modified foods and fluids by mealtime management plans for participants and to checking that meals for participants are of the correct texture, as identified in the plans.

Distil Management is committed to making sure that Meals that may be provided to participants requiring mealtime management are stored safely and by health standards, can be easily identified as meals to be provided to particular participants and can be differentiated from meals not to be provided to particular participants.

Nutritious food supports healthy ageing and is essential for optimal participant treatment and recovery. Food also provides a sense of wellbeing and emotional comfort and is an important expression of cultural identity.

Poor nutrition is common and significantly contributes to the burden of disease.

The Better, Safer Care report identified nutrition standards as important to minimise harm and prevent complications, such as malnutrition and dehydration.

Food is more than a vital component to supporting health. Providing food that meets preferences for taste and variety is particularly important for aged care participants.

Sourcing of local and Victorian grown and produced food, where possible, will contribute to the provision of healthy and high-quality food and support local economies.

The result of the annual review is expected to inform new standards to ensure procurement arrangements treat produce favourably, and that general hospital and aged care menus are nutritious, varied and culturally diverse.

When a new participant joins, Distil Management gather information about their food and drink likes and dislikes and their dietary and hydration needs using Form77. Mealtime Management Plan Form and Form78. Nutrition Assessment. This includes any assistance they may require eating or drinking, food allergies and intolerances, medical or clinical requirements relating to food or drink, preferences in terms of when the participant would like their meals served and any religious or cultural needs.

Assessments and plans for mealtime management for each participant must be reviewed annually or by the professional advice of the participant’s practitioner, or more frequently if needs change or difficulty is observed.

Distil Management will not disclose any Confidential Information to any persons who are not employed by Distil Management or Participant unless consent has been obtained.

With their consent, each participant requiring mealtime management is involved in the assessment and development of their mealtime management plans

Staff collaborate with the participant and/or their representative/s to deliver great-tasting, great-quality meals.

Participants’ food and drink preferences are recorded and given or made easily accessible to staff and other relevant parties.

Systems ensure that any alterations to a participant’s dietary choices or needs are recorded and quickly passed on to staff.

Form77. Mealtime Management Plan Forms are updated whenever there is any change in a participant’ dietary requirements or requests. When a change arises, the staff member on shift will update the participant’s care plan.

Participants are invited to participate in planning lunch and dinner menus and Distil Management is flexible about the food Distil Management provides. For example, Distil Management can provide snacks and drinks in between mealtimes for the participants with dementia or other challenges.

If required and with the participant’s consent, an assessment will be conducted for each participant to develop a Form77. Mealtime Management Plan Form by a qualified health practitioner.

A qualified health practitioner will assess the participants if they require meal management.

A Mealtime Management Plan using Form77. Mealtime Management Plan will be developed by the health practitioner in consultation with the participant to guide and utilise the support provided by the Distil Management.

Before healthcare professionals examine, treat or care for any participant, Distil Management must obtain their valid consent using Form18. Participant Information Consent Form through Participant Information Consent section of Information Management Policy & Procedure.

An individualised Form77. Mealtime Management Plan for each participant enables Distil Management to manage the specific meal management.

The participants will be provided with the support of required meal management by one of Distil Management’s workers. In the Form77. Mealtime Management Plan, the requirements of meal management will be documented and checked qualified with a health practitioner.

Any incident or emergency related to the meal including required actions for participant e.g., during meals, such as coughing or choking on food or fluids, is addressed in the Form77. Mealtime Management Plan. In addition, the escalation of any incident or emergency promptly will be identified in Form77. Mealtime Management Plan.

The Form77. Mealtime Management Plan will include the identification of risks including actions and escalations. This will include both Distil Management internal reporting and identified reporting requirements within the service users’ treating team.

The health status of participants will be checked and reviewed regularly by a qualified health practitioner.

All incidents will be recorded and reported as per Incident Management Policy & Procedure.

All complaints will be recorded and reported as per Feedback and Complaints Management Policy & Procedure.

It is Distil Management’s commitment to providing the required equipment as well as appropriate training to the relevant staff to know how to use it.

Distil Management works to increase the appetite of the participant by providing food that is attractively presented and smells and tastes great.

Older adults are at an increased risk of malnutrition if they also live with one of the following:

• Inflammation: associated with disease injury or illness.
• Eating Dependency: requiring assistance with eating, such as those with cognitive impairment.
• Eating Restrictions: a person is unable to consume sufficient amounts of food.
• Food Intake: food intake is limited for various reasons, such as a person having difficulty in obtaining ingredients and preparing meals.

Foods to Avoid

To achieve this, Distil Management determines the participant’s dietary needs and their preferences as soon as they join us. This information is then shared among staff and with relevant others to ensure the participant receives the appropriate food and drink.

If necessary, the participant’s hydration and dietary needs are discussed with other practitioners in a manner that always maintains the participant’s privacy

All information received from speech pathologists, dietitians, healthcare workers and others is promptly recorded and acted upon by staff.

The system can accommodate all participants’ meal requirements.

Participants are encouraged to take their lunch and dinner in the dining rooms. However, this choice remains with the participant, and it is understood that they may wish to dine elsewhere.

Distil Management believes that the dining experience is important to the participant and their appetites, which is why dining rooms are designed to enrich a participant’s dining experience socially and otherwise. Dining rooms are thus free from clutter and televisions are turned off during mealtimes.

The medical indications, food allergies and dietary intolerances of each participant are recorded on Form77. Mealtime Management Plan Form and Form78. Nutrition Assessment and considered in the planning of all meals.

Wherever necessary, Distil Management speedily refer to the participant’s specialists for nutritional advice.

Staff receive training about participants’ food and drink needs when they begin with organisation and throughout their time with us.

Finger food, thickened drinks and modified meals are all available should this type of meal be more suitable for a participant’s needs.

Food storage, preparation and ordering systems all operate in full compliance with food safety legislation.

Menus are reviewed to ensure they offer meals of high nutritional value.

When Distil Management the first welcome a participant, Distil Management weigh them. Distil Management then weigh them once a month thereafter. Should a participant gain or lose 2% of their initial weight, a senior member of staff or registered nurse will take the necessary steps based on the participant’s condition and requirements.

Staff apply strategies to prevent malnutrition and dehydration and participant are continuously tested for these conditions.

Staff always endeavour to provide the participant with a meal that is as close to their preferences as possible and work alongside participants to find a suitable solution wherever cultural or religious needs cannot be fully satisfied.

As well as involving the individual participant in the development of their care plan, the plan must incorporate all cultural preferences if the participant is from a diverse background and/or has differing requirements/preferences to another participant, e.g., due to participant’s cultural background, a participant may wish to be given a diet that is not on the standard menu: this should be recorded in the care plan and the staff and workers should be informed. It should then be checked that the participant receives thier preferred diet at mealtimes.

This is important for a participant’s quality of life. It helps to minimise the risk of infections, pressure injuries, anaemia, hypotension, confusion, impaired cognition, decreased wound healing and fractures.

Adults need an average of 6 to 8 cups (1.5 to 2.0 litres) of fluid per day.

Always make sure the Mealtime management intervention plan recommended by a speech pathologist is used to guide older participants so they can eat, drink, and take their medicine without any risk.

If you observe any unusual behaviour like coughing, choking, wet throat, or an inability to swallow, that participant must temporarily stop eating and drinking until a speech pathologist is consulted.

Participants, their families, and all staff should be aware of any risks and interventions involved. Let them know about the type of diet prescribed for a participant and the reason behind it.

Unless there is a medical reason not to give participants water with their food. Staying hydrated will help their recovery and will make it easier to swallow food.

Urge participants to have their diet recommended by the speech pathologist or dietician.

Make sure that every participant gets the right meal for them.

Help participant to:

• Eat their food when it’s time for them.
• Take food in small portions.
• takes in little sips of water to help in swallowing.
• Sit up straight while they eat and continue sitting in that posture 30 minutes after meals.
• Minimise external distractions.

Work with families and carers and teach them how to assist participants during their meals to reduce complications when swallowing food.

Support participant who doesn’t feel like eating to eat frequent small meals and urge them to stay healthy.

Taste is essential to the swallowing reflex. Inquire and find out if the participant is enjoying their food and whether they have lost taste in their mouths. If a participant has lost taste, they should still be encouraged to eat their food.

Food poisoning is frequently caused by bacteria from foods that have been incorrectly stored, prepared, handled or cooked. Food contaminated with food poisoning bacteria may look, smell, and taste normal. If food is not stored properly, the bacteria in it can multiply to dangerous levels.

Food poisoning bacteria grow and multiply fastest in the temperature danger zone between 5 °C and 60 °C. It is important to keep high-risk food out of this temperature zone.

Safe food handling is very important for some participants:

• Tell your supervisor if you are suffering from diarrhoea, vomiting, fever, sore throat with fever or jaundice and seek medical advice.
• Do not return to work until you are free of symptoms for 48 hours.
• Tell your supervisor if you have any infected skin lesions (e.g., an infected skin sore, boil, acne, cut or abrasion, or any discharges from the ears, nose, or eyes) and seek medical advice.
• Tell your supervisor if you know or think any food is unsafe to eat. Perform hand hygiene before handling food or putting on gloves.
• Perform hand hygiene after using the toilet, smoking, coughing, sneezing, blowing nose, touching face, nose, ears or mouth, handling rubbish or after cleaning.
• Avoid unnecessary contact with Ready Eat meals.
• Cover hair and tie back long hair.
• Secure hair clips, hairpins, buttons on clothes, jewellery, bandages.
• Make sure bandages or dressings on any exposed parts of the body are covered with a waterproof covering.
• Do not sneeze, blow, cough over unprotected food or surfaces likely to come into contact with food.
• Do not eat over unprotected food or surfaces likely to come in contact with food. Do not spit, smoke, or use tobacco or similar preparations in areas where food is handled.
• Do not touch food after touching earrings, body parts (hair, nose, ear, eye), skin lesions, saliva, mucus, sweat, blood, money without first performing hand hygiene.
• Do not wear gel, acrylic or false fingernails, or jewellery that will come into contact with food.
• Remember, Lanyards may also transmit bacteria.

A health practitioner and workers will monitor, review update and oversee Form77. Mealtime Management Plan regularly. The health professional will decide about the regularity of Form77.

Mealtime Management Plan revision and Distil Management will support it.

Form77. Mealtime Management Plan will be reviewed if there is any change in the participants’ needs like any incidents or emergencies.

Reports will be provided about Form77. Mealtime Management Plan based on a regular monitor by the workers as the following:

• Track any changes in the meal habits of the participants with learning their usual meal habits.
• If there are any changes in the participant’s habits the workers will discuss them with the participant to address the variations and reasons for the changes, for example, new medication, different diet, or recent illness.
• Any changes will be reported to the health practitioner and the action plan will be agreed upon.
• If an ongoing concern is reported the workers will report it to the health practitioner for assessment of the changes.

For the provision of Mealtime Management Plan services to the participants, stored safely of food, Distil Management will provide all workers with the specifically required training.

Training plans will be developed and delivered by an appropriately qualified health practitioner or person that meets the high-intensity support skills descriptor for meal management using Form09. Training Matrix and through Human Resource Management Policy & Procedure.

A qualified trainer will train the support workers with all clients specific Mealtime Management Plan management training.

The service users’ needs and expectations, as well as the type of meal management, will be addressed in the training to cover any support requirements of the participant.

Training and management support plans will detail how to manage any incidents or emergencies including the development of an emergency management plan covering emergencies such as constipation, rectal bleeding, perforation, infections or autonomic dysreflexia.

Also, the training plan will include the identification of risks including actions and escalations such as coughing or choking on food or fluids or chronic health risks (such as swallowing difficulties, diabetes, anaphylaxis, food allergies, obesity or being underweight)—

Records of induction, Mandatory Checks, training, and organisational and professional development provided to all workers will be kept on each worker’s record and on Form09. Training Matrix or the Worker’s file.

The workers will be notified by the Management Team to complete their refresher training in these areas regularly and keep track of the workers training currency through Form09. Training Matrix form.

Meal management training will be provided by the Annual Training Schedule, maintained by the Management Team.

An ongoing opportunity for meal management training and development of workers will be provided by Distil Management that enhance and extend their capabilities as well as providing them with the chance of advancement in their organisation.

Every worker and Management Team member would be able to have the opportunity to participate in meal management training and development activities.

On-the-job training, internal or external courses, support for research and fieldwork, conference and seminar attendance, networking, and mentoring programs relevant to meal management are available to workers as a part of training and development methods.

Performance Reviews will motivate workers to play an active role in their ongoing improvement by identifying their training and development needs in consultation with their manager using Form10. Worker Performance Assessment.

A health practitioner who has been deemed competent will undertake the competency assessment for all workers.

Training will relate specifically to the service users’ needs, type of meal management and cover any specific support requirements the service user may require.

All practitioners will have a working knowledge of relevant current legislation, national guidelines, organisational policies, and procedures via using the Participant Handbook.

Communication with each participant and the provision of support that is responsive to their needs is provided in the language, mode of communication and terms that the participant is most likely to understand. Where necessary, staff members should provide participants with advocates or interpreters. Interpreters would be available as below:

The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Home Affairs. https://www.tisnational.gov.au/

Management of waste has several benefits as follows:

• Enhancing organisation’s reputation
• Benefit the environment and societ
• Decrease infection or disease
• Reduction in waste disposal cost

Distil Management shall ensure to cut the waste and take measures to separate different types of wastes.

Wastes could be divided into different types as follows:

Responsibility of Workers against Waste Management:

• Ensure that wastes are disposed of correctly.
• Ensure that all guidelines provided by management and regulations are used in the waste disposal.
• Ensure that all wastes are separated correctly.
• Do not dispose of any of the sharp, clinical, or pharmaceutical wastes in general waste.

Responsibility of Management Team against Waste disposal:

• All incidents involving infectious material, body substances or hazardous substances are reported, recorded, investigated, and reviewed through Form04.Incident Report.
• An emergency plan is in place to respond to clinical waste or hazardous substance management issues and/or accidents. Where the plan is implemented, its effectiveness is evaluated, and revisions are made if required.
• Workers involved in the management of waste and hazardous substances receive training to ensure safe and appropriate handling. This includes training on any protective equipment and clothing required when handling waste or hazardous substances. This training will be recorded on Form09. Training Matrix to ensure that everyone is trained in this area (if they are dealing with waste disposal). Distil Management will provide this training to the workers externally.
• Provide staff and workers with training about waste disposal.
• Ensure that wastes including sensitive information are not disposed of in general waste and are handled correctly (e.g., shredded or placed in a safe area).
• Ensure that all workers abide by this policy & procedure.
• Ensure that relevant waste management service providers will service all sites and offices regularly on a scheduled basis.
• Ensure that all bins are signed correctly to avoid any mistake in waste disposal.
• Review this Policy & procedure every year.
• In the process of waste removal Form58. Waste Removal Register will be filled out.

Will manage the wastes by engaging contractors to provide storage containers, audit their waste management plan and transport waste safely for disposal.

Cleanaway Waste Management Limited, and Suez Company has been contracted by Distil Management as a licensed contractor for all medical and hazardous substances disposal. The contact details of these two companies are as of the following:

Cleanaway Waste Management:

• Address: Level 4, 441 St Kilda Road, Melbourne, VIC, 3004
• Phone: 1300 66 77 87
• Emergency Spills Response: 1800 774 557

Suez:

• Address: Level 4. 3 Rider Boulevard, Rhodes, NSW 2138
• Phone: 131335, 1300651116
• Emergency Spills Response: 1800 368737

It is our commitment to provide a safe workplace for all staff, participants, and any other stakeholders. For this, we have established a formal process to report and investigate all workplace accidents, incidents and near misses. This includes providing corrective and preventive actions.

Any waste-related incidents will be handled immediately, and medical access will be provided to those involved in the incident. Distil Management will ensure to meet the WHS and incident management responsibilities including the following:

• Complying with all relevant OH&S legislation, regulations, codes of practice, and guidelines.
• Documenting, implementing, and communicating OH&S policy to all employees.
• Regularly monitoring and revising our policy per legislative and organisational changes or as appropriate.
• Establishing measurable objectives and targets aimed at eliminating work-related injury and illnesses.
• Provide adequate training, information, instruction and supervision to all employees and visitors to ensure work is carried out safely.
• Ensure all accidents, hazards and near misses are recorded and reported and an investigation is carried out to determine possible causes.
• Maintain a safe working environment by reporting hazards or unsafe work practices promptly to their manager or supervisor.
• Report all workplace injuries, near misses and illnesses caused by work immediately to your manager.

• Staff must wear suitable gloves and other PPE appropriate for the task. Protective eyewear must be worn where there is the risk of splashing any hazardous chemical.
• To maintain a safe environment, Surfaces should be cleaned regularly using only cleaning procedures that minimise dispersal of micro-organisms into the air. Toilets, sinks, washbasins, baths, shower areas, and surrounding areas should be cleaned regularly or as required. Cleaning methods for these items should avoid the generation of aerosols.
• Floors should be cleaned daily or as necessary with a vacuum cleaner.
• Routine surface cleaning should be undertaken as follows:
• clean and dry work surfaces before and after usage or when visibly soiled.
• spills should be dealt with immediately.
• use detergent and warm water for routine cleaning.
• where surface disinfection is required, use by MSDS
• before and after applying disinfectants, clean and dry surfaces.
• empty buckets after use, wash with detergent and warm water and store dry; and
• mops should be cleaned in detergent and warm water then stored dry.
• Standard precautions to protect against infectious diseases include:
• wash hands for 30 seconds before and after contact with participants, eating, using gloves and after using the toilet, contact with used equipment and contact with body substances or equipment, materials (including linen) or contaminated surfaces.
• wear disposable latex gloves when handling food or any item which may be contaminated by bodily fluids.
• cover cuts or scratches with waterproof, breathable dressing.
• wear personal protective equipment (PPE) such as protective eyewear, an apron, enclosed footwear and/or a face mask if splashing or direct contact with body fluids is likely.
• use sharps containers at the point of use. Do not re-sheath sharps; and
• clean up spills with water and bleach.

Anyone with signs and symptoms of a respiratory infection, regardless of the cause, should follow or be instructed to follow respiratory hygiene and cough etiquette as follows:

• Cover the nose/mouth with disposable single-use tissues when coughing, sneezing, wiping, and blowing noses.
• Use tissues to contain respiratory secretions.
• Dispose of tissues in the nearest waste receptacle or bin after use.
• If no tissues are available, cough or sneeze into the inner elbow rather than the hand.
• Practice hand hygiene after contact with respiratory secretions and contaminated objects/materials; and
• Keep contaminated hands away from the mucous membranes of the eyes and nose.

Every staff must report any incident to the Director of the Distil Management using Form04. Incident Report in less than 24 hours. If there is any injury or death of staff involved in the incident, Director should report the Safe work/Work safe immediately.

All of the incidents should be recorded on Form11. Incident Register.

If there is any exposure to body fluids or blood due to an incident or injury, the report should be handled according to the “AUSTRALIAN NATIONAL GUIDELINES FOR THE MANAGEMENT OF HEALTHCARE WORKERS LIVING WITH BLOODBORNE VIRUSES AND HEALTHCARE WORKERS WHO PERFORM EXPOSURE PRONE PROCEDURES AT RISK OF EXPOSURE TO BLOODBORNE VIRUSES”.

In any of the following circumstances, the Director should report the incident to the safety authorities (Safe work/ Work safe).

If an injury occurred due to exposure to hazardous chemicals the emergency response plan should be followed as well as the First Aid instructions on the Safety Data Sheets. A copy of the Safety Data Sheets must be available in any sites where there is a chance of exposure to a chemical.

Distil Management is committed to quality, innovation and promoting a culture of continuous improvement in its governance, management, and service delivery.

Continuous improvement is incorporated into all areas of Distil Management’s operations.

Distil Management includes its staff, participants, and other relevant stakeholders in its continuous improvement activities to ensure services are of high quality and meet participants’ needs.

The Company’s “Superannuation Guarantee Charge” contribution is currently in line with the legislative requirements of individual staff wages. The plan is available from the Accounts Clerk.

Wages are reviewed annually and may increase depending on any further educational qualifications beneficial to the staff’s role in the company.

Wages are paid weekly commencing on the first day (at present Monday) after the first week worked.

Staff will continue to be paid each week for the hours worked. Staff timesheets must be completed by 3.00 pm each Sunday to be available for the Accounts Clerks to process Monday mornings. All timesheets have to be delivered to and approved by the office accounts manager. Timesheets delivered after 3.00 pm on Sunday will not be paid until the following pay week. Staff faxing their timesheets must mark them “Attention Accounts Manager”.

Opens email containing subcontractors and any other staff who have emailed their timesheets and prints same. Emailed timesheets are saved to a folder in the email program under the heading “Staff”, in a subfolder with the heading “Timesheet”.

Account clerk collects all staff members “Yearly Time and Pay Books”. In each staff member, Yearly Time and Pay Books ensure that the following is completed.

Date, Starting and Finishing times and Total Hours worked with employee signature.

Payroll files are titled by the current financial year e.g., Payroll Jul 19 to Jun 20.

Open the last file used (determined by date) and save it as the week ending for the payroll period to the Sunday date.

Enter hours worked for each day for each staff member.

Total amounts will be automatically adjusted by the program (formulas).

Refer to the Australian Taxation Office “Weekly tax table” to calculate the tax payable (whole dollars only).

• Log onto the internet and access the internet banking system
• Click on sign in and log in with username and password
• Click on Transfers
• Click on multiple transfers
• Enter amount for Employees only next to each employee name
• Click Transfer
• Print page once confirmed
• Repeat Process as above for Contractors only
• Then sign off/log off

• Time Sheets to be filled out
• All data regarding timesheets to be loaded into the online claiming platform
• Spreadsheet will be generated for bulk billing
• Spreadsheet needs to be manually verified
• Spreadsheet needs to be uploaded in the PRODA portal bulk billing section and submitted
• Any rejected claims to be reviewed, corrected, and resubmitted

This Emergency Preparedness & Response Plan is provided to enable Distil Management Developments to manage most emergencies.

An emergency i.e., an unexpected event of a serious nature, which demands immediate action, can arise as either an incident such as an accident or dangerous event in the workplace, the result of severe climatic conditions or natural disaster or as a security threat.

The scope of this Emergency Preparedness & Response Plan covers such events as they may affect Distil Management employees, subcontractors, clients, and the public.

Distil Management is committed to complying with the NDIS Code of Conduct when providing support or services to participants with dysphagia or swallowing difficulties.

Distil Management is committed to making sure that identifying each participant requires severe dysphagia management.

Distil Management provides supports and services safely and competently with care and skill

Distil Management is committed to making sure that with their consent, their individual severe dysphagia management needs are assessed by appropriately qualified health practitioners, including by practitioners conducting regular and timely reviews if needs change or difficulty is observed.

Distil Management is committed to making sure that measures are in place to enable continuity of supports that are critical to the safety, health, and wellbeing of each participant before, during and after an emergency or disaster.

Distil Management is committed to making sure that the measures include planning for each of the following:

• preparing for, and responding to, an emergency or disaster.
• making changes to participant supports.
• adapting, and rapidly responding, to changes to participant supports and other interruptions.
• communicating changes to participant supports to workers and participants and their support networks.

Distil Management develops emergency and disaster management plans (the plans), consults with participants and their support networks about the plans and puts the plans in place.

Distil Management is committed to making sure that the plans explain and guide how the governing body will respond to, and oversee the response to, an emergency or disaster.

Distil Management is committed to making sure that mechanisms are in place for the governing body to actively test the plans, and adjust them, in the context of a particular kind of emergency or disaster.

Distil Management is committed to making sure that the plans have periodic review points to enable the governing body to respond to the changing nature of an emergency or disaster.

Distil Management is committed to making sure that the governing body regularly reviews the plans and consults with participants and their support networks about the reviews of the plans.

Distil Management is committed to making sure that the governing body communicates the plans to workers, participants, and their support networks.

Distil Management is committed to making sure that each worker is trained in the implementation of the plans.

The following, although not exhaustive, illustrates the type of emergencies that may confront Distil Management workers and participants:

Accidents caused by a person or because of a person’s actions causing injury which may be minor, major, or critical.

Distil Management must establish and maintain site-specific arrangements using the following guidelines.

• Prepare Form82. Emergency Response Plan including a site plan indicating assembly point and complete the Emergency Services Contacts and the Emergency Contacts; Site Map
• Include an effective method of ensuring that site visitors are accounted for. Include and maintain an up-to-date daily list(s) of all personnel in the office including visitors.
• Include an effective “Emergency Alert” system (air-horn, alarm, etc.).
• Establish and maintain a safe and effective evacuation route and assembly locations.
• Include appropriate and adequate firefighting equipment (extinguishers, alarms, signage).
• Establish a reliable communications system (radios, mobile phones, etc.).
• Appoint key personnel to take control during an emergency.
• Instruct workplace personnel in these procedures and ensure that they are fully aware of them.
• Maintain training records of all emergency training.
• Emergency escape drills must be conducted at least once per quarter and more frequently for higher-risk situations, for example in areas where hot works are ongoing. Where practicable, drills should be conducted in conjunction with local emergency services or a suitably qualified fire contractor.
• Establish and maintain appropriate first aid resources and training
• Identify local Doctors/Medical Centres
• Identify and liaise with the local emergency services.

The Manager or Supervisor develops an Emergency Response Plan Form82. Emergency Response Plan

Each participant will have Form33. Participant Disaster and Risk Assessment completed during their onboarding process and will be updated yearly or when there are changes to a participant’s circumstances.

An emergency shall be defined as any unplanned event that can cause:

• Deaths; or
• Significant injuries to employees or occupants; and/or
• Shut down the business; and/or
• Disruption to operations; and/or
• Physical or environmental damage.

For example:

• Fire or Explosion
• Chemical Release
• Medical Emergency
• Bomb Threat

When developing the evacuation plan for each separate area, the Manager or Supervisor considers the following:

Contacting the local fire station officer for advice about evacuation

Available effective alarm facilities

The Manager or Supervisor ensures that copies of the Emergency Plan are kept in adequate places and readily accessible.

Emergency Plans for the office and site will be formally reviewed and updated to reflect status, the effectiveness of risk and to record. This will occur annually.

Designated emergency personnel (e.g., first aid personnel, emergency controller) and the worker shall be trained in emergency scenarios appropriate to their responsibilities and degree of risk to respond to site-specific emergencies, which may arise on or near the project as required.

Training for emergency personnel shall be defined in Form09. Training Matrix.

The Distil Management communicates the plans to workers, participants and their support networks during induction using the 2-Worker Handbook and 3-Participant Handbook and Form08. Induction Checklist

Emergency Plans (e.g., evacuations, chemical spill responses, etc.) is tested at least once per year. Everyone on the worksite should take part, (including all managers, contractors, visitors etc.).

The manager records the result including issues; problems etc. on Form81. Emergency Drill Reporting form and communicate with the employee at each test or rehearsal and reviews the emergency plan immediately to make improvements if required.

For emergency plans to remain current and effective they must be reviewed and revised (if necessary) annually or when:

• When there are changes to the workplace such as re-location or refurbishments
• When there are changes in the number or composition of staff including an increase in the use of temporary contractors
• When new activities have been introduced, and
• after the plan has been tested.

At Distil Management will energize and uphold any individual who has seen the maltreatment of a member or who thinks that misuse has happened to make a report and be sure of doing so without any fear of retaliation.

At Distil Management, it is compulsory to report any indicators, ensuring to be committed to child safety.

Distil Management recognises that avoidance is the best security from misuse and disregard and perceives their obligation of care commitments to execute anticipation methodologies.

All staff of Distil Management will undergo a "Risk Assessed Role" and recorded on Form61. Risk Assessed Role Register which must have the required state specific checks.

Staff must undergo and have a NDIS worker Screening clearance prior to employment. This is recorded in their staff folder.

Distil Management is committed to the safety, participation, and empowerment of all children

Regardless of a child’s disability diagnosis, they have the same rights and freedoms as all other children and Distil Management will take each child’s best interests into account when providing services.

Distil Management has zero tolerance of child abuse, and all allegations and safety concerns receive priority response for the safety and protection of the child.

Distil Management has legal obligations to notify relevant authorities where concerns about a child’s safety are identified.

Distil Management is focused on forestalling child abuse to identify risks early, to minimise and eliminate risks.

Distil Management is committed to regularly training and professional development of its staff and volunteers on child abuse risks.

At Distil Management we are focused on the social well-being of Aboriginal and Torres Straits Islander children, the social security of kids from socially and additionally etymologically different foundations and giving a protected climate to those children with a disability.

Abusive Situations: When to Report

It is critical to continuously rummage around for the cause of a alter in a participant’s behaviour or unexplained physical side effects. On the off chance that a member appears one or more of the conceivable signs (as recorded underneath), it does not consequently mean the child is being abused, but it must be detailed. The Director will at that point report to Child Security Administrations (numbers recorded).

• A participant shows a change in behaviour or mood that may indicate they are being abused.
• You observe someone behaving towards a participant in a way that makes you feel uncomfortable.
• A participant tells you that they are being abused by another person.
• A person tells you that they are abusing a participant.
• A participant or visitor tells you that they have observed abusive acts.
• You observe an action or inaction that may be considered abusive.
• You suspect or have any reason to believe a participant is being abused

Failure to report an abusive situation may result in a Criminal Offence.

All vehicles used for the transportation of participants, whether owned by Distil Management staff, will be:

• Roadworthy
• Currently registered
• Insured
• Clean and safe
• Hold a current and valid driver’s licence

As such, Distil Management will ensure to maintain information of employees’ vehicles to ensure compliance with the travel and transport policy and procedure.

• Vehicle registration expiry date
• Insurance expiry date
• Driver’s licence renewal date

This record will be tracked on Form99. Travel and Transport Tracking Sheet

Prior to staff using the participant’s vehicle to transport the participant, consent will be recorded on Form18. Participant Information Consent Form and the below details will be gathered and recorded. This provides the participants with an option should they wish to use their own private vehicle for transportation arrangement with Distil Management staff to drive it

• Vehicle registration papers, that include:
• Vehicle registration number
• Vehicle registration expiry date
• Type of vehicle
• Third-party insurance
• Comprehensive insurance

Distil Management will discuss the options with the participant for each activity involving transportation. The primary considerations for transport options should be:

• the specific goal of the activity
• participant safety and comfort
• participant's ability to travel
• skills required of staff to accompany the participant (if any)
• available resources.

Distil Management will ensure to cater to a range of different transport options, this may include but not limited to:

Distil Management will liaise with the participants and/or their guardians to agree on the travel and transport service, this will be reflected on Form22. Service Agreement.

• When completing Form33. Participant Disaster and Risk Assessment, incorporate the participants transfer aids if any when completing the assessment.
• The participant is using seatbelt restraints or any other alternatives such as a highchair
• Child safety will always be in place to ensure doors are always locked and the driver can unlock these at any time including from the outside, but the participant cannot exist on their own
• Should the participant be required to be dropped off at a destination, ensure the participant is inside safety before leaving
• At no time should the driver or participant be smoking in the vehicle or bus
• Seating will be assigned to individual members as per their requirements and to amplify all travellers’ security and solace
• 000 will be contacted in the event of an incident, accident, or emergency, this will be done if it can be done (e.g. physically able)
• All vehicles will have a first aid kit

• National Disability Insurance Scheme (Quality Indicators) Guidelines 2021
• National Disability Insurance Scheme Act 2023
• Disability Services and Inclusion Act 2023
• The Australian Participation Law
• The Australian Consumer Law
• NDIS Guide to Suitability
• United Nations Convention on the Rights of Persons with Disabilities
• United Nations Universal Declaration of Human Rights
• NDIS (Complaints Management and Resolution) Rules 2018
• NDIS (Incident Management and Reportable Incidents) Rules 2018
• NDIS (Code of Conduct) Rules 2018
• NDIS (Practice Standards - Worker Screening) Rules 2018
• Work Health and Safety Act 2011 (Commonwealth)
• Form99. Travel and Transport Tracking Sheet
• Form18. Participant Information Consent Form
• Form22. Service Agreement

National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018

National Disability Insurance Scheme (Provider Registration and Practice Standards) Amendment (2019 Measures No. 1) Rules 2019

National Disability Insurance Scheme (Quality Indicators) Guidelines 2020

National Disability Insurance Scheme Act 2013

United Nations Convention on the Rights of Persons with Disabilities

United Nations Universal Declaration of Human Rights

Price guides and pricing | NDIS

Terms of Business for Registered Providers

Disability Services Act 2012(NT)

Disability Services Act 2011(TAS)

Disability Inclusion Act 2014(NSW)

Disability Services Act 1991(ACT)

WA Disability Services Act 1993 (amended 2004)

WA Equal Opportunity Act 1984 (amended1988)

Disability Services Act 1993(SA)

Disability Services Act 2006(QLD)

Disability Act 2006 (Vic)

Disability Amendment Act 2017(Vic)

Disability Regulations 2018(Vic)

Disability (NDIS Transition) Amendment Act 2019

Form17.Legislative Compliance Register

Distil Management has established, implemented and maintained a process to identify legislative requirements and have access to all legal and other requirements that are applicable to Distil Management’s operations using Form17.Legislative Compliance Register.

The register will be reviewed and updated once a year. The evaluation will be carried out by the Management Team and the results will be reported to Managing Director. If there are any changes/ updates in the legislative requirements, relevant policies and procedures will be reviewed and revised accordingly.

All Workers are responsible for managing compliance within their areas of influence by following the current policies and procedures. The changes and updates will be communicated to the workers and staff through meetings or receiving email updates.

• National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018
• National Disability Insurance Scheme (Provider Registration and Practice Standards) Amendment (2019 Measures No. 1) Rules 2019
• National Disability Insurance Scheme (Quality Indicators) Guidelines 2020
• National Disability Insurance Scheme Act 2013
• Form45. Support Coordination Action Plan

Distil Management is committed to provide services that proves the skills and capacity of participant with provision of timely service and providing them with the aims of support coordination under support of available resources and involved processes.

Distil Management is committed to provide services that are specialized for each participant in a way that reveals their strength and needs with support of addressing the barriers and risk reduction.

Distil Management is committed to provide quality services and respect the Participants’ rights. Participant right to privacy and confidentiality will be recognized, respected, and protected in all aspects.

It is the Distil Management’s commitment to ensure that everyone feels safe, treated fairly and the organisation is free of abuse, exploitation and neglect.

Distil Management is committed to promote an environment free from bullying, harassment and discrimination for all employees and participant.

It is Distil Management responsibility to provide services that support the NDIS participant in a way that minimizes any kind of risks for them.

Distil Management takes its responsibility to identify and manage all types of risks with a focus on creating a safe environment through Risk Management Policy & Procedure and undertaking following actions:

• All participants are to be supported and respected as well as our staff, workers and volunteers
• Participants must be happy, safe and empowered at all time
• Participants abuse is not tolerated in our organisation and all safety and concerns will be taken so serious with application of our policy and procedures
• A robust human resource practices will be in place for all staff and workers
• Ongoing training and education are in place for all staff, workers as well as volunteers
• Our policies, procedures and training will support everyone in our organisation including the Management Team, staff, workers and volunteers.

In order to meet the requirements, workers must provide evidence that they have knowledge and understanding of the risk factors experienced by each participant with high-risk and/or complex needs.

The initial assessment process should be taken seriously to find out about specific requirements of support coordination.

In the process of support identification, and evaluation of participant’s services, they themselves should be involved to be able to respond to the incident or any gap in service provision, properly.

Consultation is undertaken with the participant and, with the participant’s consent, the participant’s support network and mainstream services (as appropriate) in planning and coordinating supports to implement the participant’s plan, and any plan review.

Participant’s support provision is based on the experience and skills set of Distil Management in order to meet the needs, goals and preferences of the participant.

Participant’s plan reporting and monitoring should be managed, effectively.

To Provide a diverse and inclusive service to the participants and their families Distil Management promotes following criteria:

• Support culture diversity and promote the inclusive environment
• Support participants to play an active role in the community
• Finding participants’ needs from consulting with their family members and carers
• Create an inclusive workplace for all staff and workers and respect their culture, beliefs and language differences
• Ensuring that there is no difference in service provision between participants and the rest of people in the society
• Support people with Cultural and Linguistically Diverse (CALD) and Aboriginal and/or Torres Strait Islander (ATSI) background with their culture and spiritual beliefs

A Specialist Support Coordinator will be funded where there are additional high or complex needs in participants’ situation and will be a qualified and experienced practitioner such as an Occupational Therapist, Psychologist or Social Worker.

Specialist Support Coordinators will support participants to manage challenges in their support environment which may include health, education, or justice services. Specialist support coordination aims to reduce barriers to implementing or using participants’ NDIS plan.

Participant’s rights are as follows:

• The participant should make an informed decision before giving the consent
• If any participant requires additional time for any consent, enough time should be provided to make the best decision and have enough time for consultation
• Withdrawal of consent is part of the participant’s right at any time
• Participants can evaluate the risks associated to their decision and take assessed risks

Distil Management’s responsibilities for participant consent are as follows:

• A participant consent using Form18. Participant Information Consent Form will be obtained if the decision is related to any medical or dental treatment, behaviour support and accommodation arrangements.
• Before disclosure of any personal information to other parties a written consent is required.

The personal information could be disclosed without consent only if there is one of the following:

• The person is at risk of harm or injury; or
• It is required by law

Initial assessment of participants will be undertaken using Form20.Participant Intake Form.

Distil Management will ensure the coordination support will be provided by:

• Responding to the participant’s request in a timely manner
• Arranging a meeting with the participant as soon as practicable
• Developing plans for each participant in a timely manner
• Providing relevant reports to the NDIS, if required.

Participants are involved in the evaluation of their situation and the identification of the supports required to prevent or respond to a crisis, incident or breakdown of support arrangements, and the promotion of safety for the participant and others.

Following items should be included/considered in the assessment:

• Participant’s needs, strengths and risks should be assessed and considered
• Individual needs, preferences and circumstances
• All workers, participant and their carer should be safe at all time
• Barriers of service provision must be identified
• Support coordination must be in place to respond to crisis and emergency situations
• Workers who are providing services and support to the participants must have required skills and experiences
• Monitoring processes
• Ensure each participant is supported to build their capacity to coordinate, self-direct and manage their supports

Distil Management must ensure that risk management strategies are implementable, participants’ benefits are the first priority, and any duplications are avoided.

Form45. Support Coordination Action Plan will be used to plan and manage the required supports. Participant’s goals will be identified on the plan, as well.

NDIS participants are supported by a Support Coordinator. So, they must provide supports and advice that are accurate, comprehensive, creative and resourceful as well as transparent by considering below items:

• Workers must be knowledgeable and up to date
• Appropriate skills and experience to deliver the required support are identified
• Obtain the best outcome for the participants, which is to achieve their goals by providing services that enhance their wellbeing
• Workers must be always transparent with participants with provision of necessary information that may affect participants choice and minimisation of conflicts of interest.

It is the support coordination team’s responsibility to ensure that participants:

• Get services that are compliant with their goals and needs.
• Presented NDIS service provider information and options to enable them and their families/carers to make informed choices.
• Do not have any duplication in their services.
• Have a good understanding of their NDIS support plan.
• Understand that they are able to negotiate prices and participate in service agreement arrangements.
• Understand their responsibilities under the service agreement.
• Understand that they can change or end a service agreement.
• Understand that they can choose their preferred support provider.

In addition, Support Coordinators must:

• Implement the participant’s plan, understand and respond to the risk and/or complexity of the participant’s situation, and collaborate with other relevant providers where required.
• Determine the budget for each support type.
• Resolve any conflicts or issues.
• Negotiate service support prices.
• Provide participants with the assessments required to determine why funding is needed.
• Create a support plan that meets the participant’s needs and goals.
• Implement risk management strategies.
• Ensure all monitoring and reporting obligations associated with the participant’s plan are managed effectively.

Regular meetings with the providers will be held to ensure proactive engagement of all providers implementing the participant’s plan understand and respond to the risk and/or complexity of the participant’s situation and collaborate with other relevant providers.Meeting minutes template will be used to record these meetings.

Distil Management encourages proactive reporting of compliancefailures, breaches, issues, incidents and complaints. All staff must notify the Proprietor once they become aware that a compliancefailure has occurred or is likely to occur, or that a compliance-related complaint has been made through Form03.Improvement Report Form.

The Managing Director must address compliance failures or compliance-related complaints upon becoming aware of them, in order to re-establish compliance and provide protection to the organisation as quickly as possible.

Distil Management will comply with the Australian Equivalents to international Financial Reporting standard.

The Managing Director and the plan manager will maintain a Chart of Accounts for the entire business that ensures a consistent reporting structure, meets budget management needs, and conforms with the National Australian Standard Chart of Accounts.

Distil Management is committed to effective management of its

finances and the prevention of fraud or mismanagement of its funds. Distil Management will maintain financial management and accounting systems that:

• are transparent and accountable.
• allow for the keeping of full and accurate records.
• allow budgeting and reporting on an accrual basis.
• meet applicable Australian Accounting Standards; and
• are consistent with the financial compliance and reporting requirements for any of the organisation’s government funding arrangements.

Distil Managementwill prepare financial statements according to the Australian Accounting Standards; and have its accounts and records audited in accordance with Australian Auditing Standards.

• National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018
• National Disability Insurance Scheme (Provider Registration and Practice Standards) Amendment (2019 Measures No. 1) Rules 2019
• National Disability Insurance Scheme (Quality Indicators) Guidelines 2020
• National Disability Insurance Scheme Act 2013
• Form43.Support Notes
• Form38. Additional Support Request Form

Support provision must be in a way that uses the NDIS amount in Participant’s plan, in arrangement with participant to meet the goals and needs of the participant.

Information of services should be provided to the participant in a way that is understandable for participant.

Each participant will be provided with information about their support options using the language, mode of communication and terms that the participant is most likely to understand.

For the purpose of communication facilitation, the following strategies will be implemented:

• Information will be provided in a medium that suits the participants (e.g. large text, voice, braille)
• If required, professional interpreters will be used. If the participants wish to use their own interpreter who is not a professional interpreter, Distil Management will accept that it is their right to do so and their satisfaction is at the best interest.
• Information should be explained to the participants verbally, if required.
• Key information should be communicated in a mode of language that is understandable for the participant and should be translated if required.
• Staff need to ensure that any information is shared with participants is done so in a form of communication that is aligned with their individual needs. Where required, written information should be provided in the first language of the participant. Furthermore, all communications should use basic language that the participant can understand. Where necessary, staff members should provide participants with advocates or interpreters. Interpreters would be available as below: The Translating and Interpreting Service (TIS National) is an interpreting service provided by the Department of Home Affairs. https://www.tisnational.gov.au/
• If a participant has special communication needs, Distil Management will ensure that information is provided in an understandable mode of communication. There are some methods as following that will enhance the understanding of the information:
• Liaison with the Guardian, Advocate, Person responsible or other person nominated by the tenant.
• Bringing friends or family members of their own choice to the meetings

Each participant is supported to build their capacity to coordinate, self-direct and manage their supports and to understand how to participate in processes such as establishing agreements with service providers and managing budget flexibility.

In order to achieve the objectives of participant’s plan, provided supports should be complemented by community and mainstream services and funds should be used effectively.

We at Distil Management have this commitment to our participants to have a control on the services provided to them and the decisions that might affects their life.

Distil Management is committed to ensure that participants are satisfied with the received services and explore their preferences and take the measures to provide participants with those preferred services.

Distil Management is committed to provide services to participants that are aligned with their needs and preferences.

Active decision-making and individual choice are supported for each participant including the timely provision of information using the language, mode of communication and terms that the participant is most likely to understand.

Each participant’s right to the dignity of risk in decision-making is supported. When needed, each participant is supported to make informed choices about the benefits and risks of the options under consideration.

Each participant’s autonomy is respected, including their right to intimacy and sexual expression.

Each participant has sufficient time to consider and review their options and seek advice if required, at any stage of support provision, including assessment, planning, provision, review and exit.

Each participant’s right to access an advocate (including an independent advocate) of their choice is supported, as is their right to have the advocate present.

Form45. Support Coordination Action Plan will be used to plan and manage the required supports. Participant’s goals will be identified on the plan, as well. It is Support Coordinator’s responsibility to:

• Train and assist participants to have access to the portal.
• Ensure that participants have booked their services completely.
• Review support plans and ensure that required services are implemented.
• Ensure that any request for urgent equipment is managed.
• Make referrals using Form44. Referral Form.
• Request additional supports using Form38. Additional Support Request Form.
• Make referrals for any assessments included in the participant’s plan.
• Provide reports after implementation.
• Ensure that, where appropriate, each participant is supported to build their capacity to coordinate, self-direct, and manage their supports.
• Ensure that each participant understands how to participate in planning processes, including establishing agreements with service providers and managing budget flexibility.
• Ensure that workers are aware of the participant’s goals and strengths.
• Ensure that workers are aware of any upcoming risks in service provision.
• Ensure that services provided are aligned with the participant’s goals and that related risks are managed.
• Ensure that behaviour is consistent with Distil Management values.
• Ensure that all actions are in accordance with Distil Management policies and procedures.

It is Support Coordinator’s responsibility to ensure that:

• Support delivery is monitored on a regular basis.
• Complementary services are provided to participants to implement and deliver skill-building supports.
• Participants are supported to engage and participate in their local community.
• Each participant’s case is reviewed on a regular basis.
• Service provision is compliant with relevant Acts and Regulations.
• Participants’ abilities are strengthened to support greater independence.
• Participants are involved in planning their expenditures to support effective fund management.
• Supports funded under a participant’s plan are used effectively and efficiently and are complemented by community and mainstream services to achieve the objectives of the participant’s plan.

Support Coordinator’s responsibility to ensure that:

• Any NDIS documentation is filled out and returned to the participant and provide required assistance
• New supports are provided, new goals are developed and evaluated to prepare the participants for the plan review
• Prior to the review, outcomes will be reported to the NDIS.

Reports to the NDIS will be submitted:

• Before the participant’s annual review
• After participant plan’s implementation

Expected outcomes of reports submitted to the NDIA are as follows:

• Support services are provided to ensure that participants are supported to achieve their goals.
• Any issues related to service provision are identified and managed appropriately.
• Participants have control over service provision and are supported to make genuine choices.
• Participants are supported to ensure that access to provided services addresses any issues with the initially allocated funding.
• The NDIS will review a participant’s plan when there is a change in circumstances and an application for additional funding is required.
• If a participant or their carer believes they can manage their own supports and no longer require a Support Coordinator.
• Budget parameters are followed in the provision of supports.

A range of internal and external reports related to the participants should be completed.

Administrative tasks must be completed within an agreed timeframe including reports and referral.

All policies & procedures of Distil Management will be reviewed every year by the management team as well as the feedback of workers and all stakeholders.

The Distil Management’s satisfaction will be assessed based on customer and staff feedback to find areas of improvements.

Continuous improvement will be undertaken by considering outcomes, risk related data, evidence informed practice, incident management and feedback from participants and workers. For this purpose, Form03.Improvement Report can be used.

Internal audit and management review meeting are also conducted annually to ensure the continuous improvement of supports and services provided by Distil Management.

• National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018
• National Disability Insurance Scheme (Provider Registration and Practice Standards) Amendment (2019 Measures No. 1) Rules 2019
• National Disability Insurance Scheme (Quality Indicators) Guidelines 2020
• National Disability Insurance Scheme Act 2013
• Form44.Referral Form
• Form29.Conflict of Interest Register
• Form87. Conflict of Interest Declaration Letter, Module 4

Staff and workers should avoid any conflict of interest in their duties and personal interests.

All employees will act in the best interests of participants and other customers, ensuring that participants are informed, empowered and able to maximise choices and controls. Staff members will not (by act or omission) constrain, influence or direct decision-making by a person with a disability and/or their family to limit that person’s access to information, opportunities, and choices and controls.

None of the staff and Workers shall misuse their position that ends to any personal benefit for themselves, or anyone associated with them.

The priority of all staff and workers shall be the advantage of the Distil Management.

Workers and staff must not misuse Distil Management property, information, or data for personal use.

Any conflict of interest must be reported to the management team to avoid potential conflicts. If a conflict of interest is recorded in Form29. Conflict of Interest Register, appropriate corrective actions will be taken to manage it.

An employee must provide each participant with Form87. Conflict of Interest Declaration Letter, Module 4, which includes whether the participant wishes to receive services from other providers and the details of those providers. This form ensures that participants are offered alternative provider companies they may choose from.

Form87. Conflict of Interest Declaration Letter, Module 4 must be completed regardless of whether a conflict of interest has or has not been identified.

Everyone in Distil Management including workers, staff, management team and contractors shall have considered their actions as follows:

• What kind of conflict with my duties will be perceived?
• Is there any personal benefit involved in their action of duties?
• Is my involvement in any of the actions reasonable?

Neither we nor our worker will accept any offer of money, gifts, services or benefits that would cause any one of us to act in a manner contrary to the interests of a NDIS participant. Further, staff and workers will not have any financial or personal interest that could directly or indirectly influence or compromise the choice of provider or provisions of supports to a participant. This includes the obtaining or offering of any form of commission by staff and workers or us.

Participants must be advised of any conflict of interest using language and a mode of communication that they can understand.

Participants are free to decide on their service provider, and this decision must not affect the provision of their services.

Support Coordinators must explain to participants how conflicts of interest are identified and managed.

Support Coordinators must ensure that there is no conflict between a participant’s choice of provider and the provision of support coordination.

Where required, participants must be able to request the replacement of their Support Coordinator.

Each participant is supported to understand the distinction between specialised support coordination and other reasonable and necessary supports funded under their plan, using the language, mode of communication, and terms most likely to be understood by the participant.

If Distil Management has an interest in any support options available to a participant, the participant will be made aware of this interest. The participant will also understand that any choice they make regarding Distil Management will not impact the provision of specialised support coordination.

Referrals to and from other providers, as well as participant decisions, must be recorded by the Support Coordinator using Form44. Referral Form, with the participant’s consent.

A comprehensive referral database is maintained by the Management Team and is reviewed and updated on a regular basis by all staff.

Collaborative Support Coordination will be provided to participants who refuse services or exit Distil Management’s support coordination services, to identify alternative services and referrals that meet the needs of participants and their families.

Services are delivered with a non-judgmental attitude and with respect for each participant.

When interacting with delegated or other service providers, participants may require an advocate or a person of their choice for support. Distil Management will provide the required information and assistance in these situations.

Barriers to working with other service providers will be identified by staff members, and where possible, strategies to overcome these barriers will be implemented.

An employee must provide each participant with Form87. Conflict of Interest Declaration Letter, Module 4, which includes whether the participant wishes to receive services from other providers and the details of those providers. This ensures participants are offered alternative provider companies from which they may choose.