Q: Can you tell me more about the organisation?
A: To put it in a nutshell …
- We are an incorporated organisation with a constitution, members and a Management Committee.
- We aim to provide a support service managed by people with a disability for people with a disability.
- We aim to empower and enable people to the greatest extent possible, through securing flexible and responsible networks appropriate to each individual’s life situation.
- One of our objectives is to maximise the potential of people with a disability to function as independently as possible in personal, domestic, vocational, cultural and recreational environments.
Q: What support can the office team give me?
A: The office team has the following members:
- A General Manager
- Part-time Case Managers, who also hold other positions such as Payroll Officer / Training Safety Advisor / Quality System Officer / Rehabilation & Rerturn to Work Coordinator
- An accountant
- A Bookkeeper
- Volunteers (Admin and Marketing)
Case Managers supports both clients and workers. Each client’s living issues are unique and thus the role of the coordinator will differ from client to client.
121 Care will make every reasonable effort to make the client aware of the standard of service that they can expect and that service will be provided in a safe manner, which respects their dignity and independence and is responsive to their social, cultural and physical needs.
Access to the service will be decided on the basis of need and the capacity of the service to meet that need. 121 Care will involve the client in every aspect of planning and evaluation of the service.
Our members firmly believe that individualised funding is the most cost effective and beneficial way for people with a disability to receive the service they require. The person with the disability, after securing funding and entry into the service has his/her dollar value calculated in available support hours. The funding remains the property of the client, not the organisation.
121 Care seeks to assist as much or as little as requested by the individual client, keeping unnecessary intervention to a minimum and aiming to encourage each individual to progress towards the most confident and autonomous position possible.
Q: What commitment is asked of Workers?
A: Following is an indication.
Each prospective worker has the opportunity of filling out an employment questionnaire. The information given in the questionnaire is securely filed and past on by the relevant Case Manager to clients who are looking to employ new workers.
Once an employment is secured, the worker will have an induction session with the case manager of the service users they will be supporting. All information that is needed for the induction is published in hard copy and also available in electronic format (pdf) as the “Workers handbook”.
Employment of workers is governed by Commonwealth and State legislation and regulations, the Human Services Quality Standards and the policies and procedures of the organisation. This means that the following requirements are mandatory:
- Completion of Senior First Aid/CPR Training and Manual Handling Training
- A signed privacy and confidentiality agreement
- Remuneration according to the SCHADS Award (Social Home Care and Disability Support)
- Workplace Health and Safety responsibilities as described in organisational policy
121 Care is dedicated to help workers meet these requirements. Please check the Workers Info page for supports available through our organisation.
Q: How can clients complain?
A: Complaints handling uses a system approach.
121 Care welcomes feedback from clients which will enable the organisation to improve the quality of services.
Clients have the right to complain or express concerns about a service without fear of losing the service or suffering any other recriminations. There is a range of options. The Service User can choose to make a query, express a concern but choose not to formalise their expression or lodge a signed statement to initiate a formal enquiry and handling of the complaint. The office team will ensure that the client is satisfied their query, concern or complaint is properly understood, documented and followed up on.
121 Care’s complaint handling has been systematised to operate under the Australian Standard for Complaints Handling and Queensland’s Disability Services Standard.
Q: What about Privacy and Confidentiality?
A: 121 Care recognises the right to privacy, dignity and confidentiality in all aspects of life.
121 Care believes that each client has a right to the same level of privacy, dignity and confidentiality expected by other members of society. In addition, the preservation of that right is of paramount importance to service delivery. Workers are required to complete and sign a privacy and confidentiality agreement at the time of their induction.
Last updated: 23 March 2015