Service Continuity
What happens to our supports and services when there are staff changes and shortages
Overview
Introduction
This policy sets guidelines on providing services where we have staff shortages.
HWH has arrangements in place to minimise the risk of cancellation, no show or late change to a scheduled service. Service agreements between clients will include details of our cancellation arrangements (including rescheduling the service) and advice periods for cancellations and changes to agreed appointments.
Applies to
- supports and services provided to all clients.
- all employees including key managers and home support workers.
Related Items
- NDIS (Quality Indicators) Guidelines 2018 (Cth)
Policy
Commitment to uninterrupted services
As part of our commitment to uninterrupted supports:
As part of our commitment to uninterrupted supports:
- we are committed to ensuring day-to-day operations are managed in an efficient and effective way to avoid disruption and ensure continuity of supports
- our services are planned with each client to meet their specific needs and preferences
- the client's needs and preferences are documented in the care plan and provided to workers prior to commencing work with each client to ensure the client's experience is consistent with their expressed preferences
- we have arrangements in place to ensure support is provided to the client without interruption throughout the period of their service agreement
- in the event of worker absence or vacancy, a suitably qualified and/or experienced person will perform the role
- where changes or interruptions are unavoidable, we will make alternative arrangements which we will explain to the client and seek their approval
- where applicable, we have disaster planning measures in place to enable the continuation of critical services before, during and after a disaster.
Avoiding service interruptions
As much as possible, HWH seeks to avoid service interruptions to clients due to worker absences.
As much as possible, HWH seeks to avoid service interruptions to clients due to worker absences.
We will ensure each client is provided with appropriate services at the appropriate time.
HWH aims to avoid service interruptions to clients by:
- having sufficient staff to support having replacement staff that can undertake services when needed
- ensuring that our replacement workers have the required knowledge available to properly support the client
- informing the client (by phone or in-person) if the usual worker is unable to provide services or attend an appointment
- obtaining the consent of the client, and/or other relevant parties, before proceeding with services
- adhering to this policy.
Rescheduling services
When rescheduling services, we will:
When rescheduling services, we will:
- only reschedule if we can be reasonably sure that:
- we do not have a reasonable replacement to deliver the service, and
- the rescheduling will not negatively impact the client's safety, health and/or well-being
- not reschedule a service if it has a risk of impacting a client's safety, health and/or well-being
- record and manage risks associated with rescheduling services
- manage service rescheduling by:
- contacting the client by phone or in-person as soon as we know a service reschedule is required
- finding a replacement time that is suitable for the client
- managing any associated administrative considerations in a timely manner.
Delegation of authority
To manage delegation of authority, we will:
To manage delegation of authority, we will:
- when applicable, have a recorded system of delegation which details the people/position holders that will step into a role if the usual person is absent
- ensure that the next person in the line of delegation has suitable knowledge, qualifications and experience to undertake the relevant duties
- avoid interruptions to key manager's activities by:
- rescheduling any non-essential meetings and other management activities
- planning essential management activities in advance
- informing workers about our delegation of authority arrangements
- informing returning managers about the work that has been performed during their absence.