Policy & Procedures Manual

Document Purpose: Internal reference for organisational policies and standard operating procedures at Abilitive Pty Ltd.

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POLICY DIRECTORY

Governance Policies

• Organisational Governance Policy
• Risk Management Policy
• Quality Management Policy
• Continuous Improvement Policy
• Document Control Policy

Participant Policies

• Rights and Responsibilities Policy
• Person-Centred Support Policy
• Dignity of Risk Policy
• Advocacy and Support Policy
• Cultural Safety Policy

Service Delivery Policies

• Service Agreement Policy
• Support Planning and Review Policy
• Exit and Transition Policy
• Feedback and Complaints Policy

Safeguarding Policies

• Safeguarding Participants Policy
• Incident Management Policy
• Abuse Prevention Policy
• Restrictive Practices Policy
• Behaviour Support Policy

Workforce Policies

• Recruitment and Selection Policy
• Code of Conduct
• Performance Management Policy
• Training and Development Policy
• Work Health and Safety Policy
• Anti-Discrimination and Equal Opportunity Policy
• Social Media Policy

Privacy and Information Policies

• Privacy and Confidentiality Policy
• Information Management Policy
• Records Management Policy

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KEY PROCEDURES

Incident Management Procedure

1. Immediate Response: Ensure safety of all parties, provide first aid if needed, call emergency services if required
2. Document: Complete incident report form within 24 hours including:
   • Date, time, location
   • Persons involved
   • Description of incident
   • Immediate actions taken
   • Witnesses
3. Notify: Inform Manager/Coordinator immediately for serious incidents, within 24 hours for other incidents
4. Report to NDIS Commission: Within 24 hours for reportable incidents
5. Investigate: Conduct investigation, gather evidence, interview parties
6. Review: Implement corrective actions, update procedures as needed
7. Follow-up: Provide support to affected parties, monitor outcomes

Complaints Handling Procedure

1. Receive: Accept complaint via any channel (verbal, written, online)
2. Acknowledge: Acknowledge receipt within 2 business days
3. Record: Document complaint details in complaints register
4. Assess: Determine nature, severity, and required actions
5. Investigate: Gather information, speak with relevant parties
6. Resolve: Determine appropriate resolution, implement actions
7. Respond: Provide written response to complainant with outcome
8. Review: Analyse for systemic issues, update procedures if needed

Support Planning Procedure

1. Initial Meeting: Meet with participant to understand goals and needs
2. Assessment: Complete comprehensive needs assessment
3. Plan Development: Develop support plan with participant involvement
4. Agreement: Finalise service agreement with participant/representative
5. Implementation: Begin service delivery as per plan
6. Monitoring: Regular check-ins and progress notes
7. Review: Formal review at agreed intervals (minimum annually)
8. Update: Revise plan based on changing needs or goals

Emergency Procedure

1. Assess: Quickly assess the situation and immediate risks
2. Ensure Safety: Remove people from danger, evacuate if necessary
3. Call Emergency Services: Dial 000 for police, fire, or ambulance
4. Administer First Aid: If trained and safe to do so
5. Notify: Contact Manager/Coordinator and participant’s emergency contacts
6. Document: Complete incident report as soon as safe to do so
7. Debrief: Participate in post-incident debriefing

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CODE OF CONDUCT

All staff must:

• Act with respect for individual rights to freedom of expression, self-determination and decision-making
• Respect the privacy of participants
• Provide supports and services in a safe and competent manner
• Act with integrity, honesty and transparency
• Promptly take steps to raise and act on concerns about matters that may impact quality and safety of supports
• Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect and abuse
• Take all reasonable steps to prevent and respond to sexual misconduct

Staff must NOT:

• Engage in sexual activity with participants
• Use language or behaviour that demeans, harasses or intimidates
• Accept gifts or benefits that may influence service delivery
• Share confidential information without consent
• Engage in conduct that brings the organisation into disrepute
• Work under the influence of alcohol or drugs

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WORK HEALTH & SAFETY

Hazard Identification

All staff must:

• Conduct environment checks before commencing work
• Report hazards immediately to Coordinator
• Complete hazard report forms
• Not work in unsafe conditions

Manual Handling

• Assess each task before lifting
• Use appropriate equipment (hoists, slide sheets)
• Follow participant’s support plan for transfers
• Request assistance when needed
• Report any injuries immediately

Infection Control

• Hand hygiene before and after participant contact
• Use PPE as required
• Follow standard precautions
• Report illness and do not work when contagious
• Follow COVID-safe practices

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POLICY REVIEW SCHEDULE

All policies and procedures are reviewed:

• Annually as part of quality review
• Following significant incidents
• When legislation or standards change
• As part of continuous improvement activities

Policy Owner: [Name/Position]

Last Review Date: [Date]

Next Review Date: [Date]