Eco Care Support Services
Policies and Procedures Document
Table of Contents
Introduction
Mission Statement
Scope of Services
Code of Conduct
Confidentiality and Privacy Policy
Support Coordination Procedures
Counselling Services Procedures
Parent Coaching Procedures
NDIS Participant Support
Community Support
Complaints and Feedback
Health and Safety Policy
Staff Training and Development
Monitoring and Evaluation
Amendments and Revisions
1. Introduction
Eco Care Support Services is committed to providing high-quality support coordination, counselling, and parent coaching to NDIS participants and the wider community. This document outlines the policies and procedures that guide our operations to ensure consistency, integrity, and the highest standard of care.
2. Mission Statement
To empower individuals and families through compassionate support, professional counselling, and effective parent coaching, fostering a community of resilience and well-being.
3. Scope of Services
Support Coordination: Assisting NDIS participants in understanding and implementing their NDIS plans.
Counselling Services: Providing professional mental health support to individuals and families.
Parent Coaching: Offering guidance and strategies to parents for effective parenting.
4. Code of Conduct
All staff and volunteers at Eco Care Support Services are expected to adhere to the following principles:
Integrity: Act with honesty and transparency.
Respect: Treat all clients with dignity and respect.
Confidentiality: Maintain the privacy of all client information.
Professionalism: Provide services with competence and diligence.
Non-Discrimination: Offer services without discrimination on any basis.
5. Confidentiality and Privacy Policy
5.1 Confidentiality
Client information must be kept confidential and only shared with authorized personnel.
Consent must be obtained from clients before sharing any personal information.
5.2 Privacy
Adhere to relevant privacy laws and regulations.
Ensure secure storage of all client records and personal information.
6. Support Coordination Procedures
6.1 Initial Assessment
Conduct an initial assessment to understand the client's needs and NDIS plan.
Develop a personalized support plan in collaboration with the client.
6.2 Implementation
Assist clients in accessing appropriate services and supports.
Monitor progress and adjust the support plan as needed.
6.3 Documentation
Maintain accurate records of all interactions and progress.
Provide regular updates to the client and relevant stakeholders.
7. Counselling Services Procedures
7.1 Intake Process
Conduct an initial interview to assess the client's needs and goals.
Assign a qualified counsellor based on the client's needs.
7.2 Counselling Sessions
Establish a therapeutic relationship and set goals with the client.
Use evidence-based practices to guide counselling sessions.
Evaluate progress regularly and adjust the approach as necessary.
7.3 Record Keeping
Maintain confidential records of all counselling sessions.
Document progress and any changes in the client's condition or goals.
8. Parent Coaching Procedures
8.1 Initial Consultation
Assess the family's needs and parenting challenges.
Develop a coaching plan tailored to the family's goals.
8.2 Coaching Sessions
Provide practical strategies and support to parents.
Empower parents with skills to handle various parenting situations.
8.3 Follow-Up
Regularly review the family's progress.
Adjust the coaching plan as needed to ensure effectiveness.
9. NDIS Participant Support
9.1 Understanding NDIS Plans
Educate participants about their NDIS plans and entitlements.
Assist in interpreting and utilizing their plans effectively.
9.2 Coordination of Supports
Identify and connect participants with suitable services and supports.
Monitor the effectiveness of supports and make necessary adjustments.
10. Community Support
10.1 Outreach
Engage with the wider community to understand their needs.
Provide accessible services to non-NDIS participants.
10.2 Collaboration
Partner with other community organizations to enhance service delivery.
Participate in community events and initiatives.
11. Complaints and Feedback
11.1 Handling Complaints
Provide a clear process for clients to lodge complaints.
Investigate complaints promptly and fairly.
Implement corrective actions where necessary.
11.2 Feedback
Encourage clients to provide feedback on services.
Use feedback to improve service quality and client satisfaction.
12. Health and Safety Policy
12.1 Workplace Safety
Ensure a safe and healthy work environment for all staff and clients.
Conduct regular safety audits and risk assessments.
12.2 Emergency Procedures
Develop and communicate emergency procedures to all staff.
Conduct regular drills and training on emergency responses.
13. Staff Training and Development
13.1 Ongoing Training
Provide continuous professional development opportunities for staff.
Ensure staff are up-to-date with best practices and industry standards.
13.2 Supervision and Support
Offer regular supervision and support to all staff members.
Encourage a culture of continuous improvement and learning.
14. Monitoring and Evaluation
14.1 Performance Metrics
Develop key performance indicators to measure service effectiveness.
Regularly review and report on service outcomes.
14.2 Client Satisfaction
Conduct regular client satisfaction surveys.
Use survey results to guide service improvements.
15. Amendments and Revisions
15.1 Policy Review
Review policies and procedures annually or as needed.
Update documents to reflect changes in regulations, best practices, and organizational learning.
15.2 Approval Process
All amendments must be approved by the management team.
Communicate changes to all staff and stakeholders promptly.
By adhering to these policies and procedures, Eco Care Support Services aims to provide the highest quality of care and support to our clients, ensuring their well-being and satisfaction.