Company Policies
Incident Management Policy
Our priority is your safety and well-being. If any incidents occur, they will be acknowledged, investigated, and managed effectively to ensure your protection. We are committed to learning from incidents to improve our services. You may report any concerns or incidents to us by contacting our team by phone, email, or using out online form.
Purpose
The purpose of this policy is to establish and maintain an incident management system that safeguards participants by ensuring incidents are promptly acknowledged, responded to, and managed effectively. This policy is designed to comply with the National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018 and is proportionate to the scope and complexity of supports delivered by Unison Mental Health PTY LTD.
Scope
This policy applies to all staff, contractors, and subcontractors at Unison Mental Health PTY LTD who provide supports to NDIS participants. All incidents are to be reported and managed in alignment with this policy to protect participant welfare and enhance service quality.
1. Incident Reporting and Acknowledgment
– All incidents involving participants must be reported immediately to a designated manager or supervisor.
– Staff must document all incidents promptly in the incident management system, detailing the nature, time, and people involved.
– An initial acknowledgment of the incident is to be made to participants and other affected parties within 24 hours, if applicable.
2. Incident Response and Management
– The response to incidents will be appropriate to the severity and type of incident. Minor incidents will be addressed and resolved internally, while more serious or reportable incidents will follow established escalation protocols.
– A designated manager will investigate the incident to understand root causes, document findings, and develop an action plan for resolution.
– For serious incidents, the provider will implement immediate safeguards to protect participants from further harm while the incident is under investigation.
3. Compliance with Reportable Incidents Rules
– In accordance with the NDIS Incident Management and Reportable Incidents Rules 2018, all incidents meeting the criteria for reportable incidents (e.g., abuse, neglect, serious injury) must be reported to the NDIS Quality and Safeguards Commission within 24 hours of identification.
– A comprehensive incident report will be completed and submitted, and all follow-up actions will be documented and tracked to resolution.
4. Documentation and Record-Keeping
– All incident reports, investigations, and outcomes are to be documented and stored securely within the incident management system, with restricted access to authorised personnel only.
– Records will be kept for a minimum of seven years, in accordance with NDIS requirements and Australian law.
5. Continuous Improvement and Learning
– All incidents will be reviewed as part of ongoing efforts to improve participant safety and quality of service.
– Regular reviews of incident trends and outcomes will inform any necessary changes to policies, procedures, or training to prevent recurrence.
– Lessons learned from incidents will be shared with staff through regular team meetings and training sessions.
Review of Policy
This policy will be reviewed annually or following any significant changes to NDIS guidelines to ensure ongoing compliance and effectiveness.
Contact
For questions or concerns about this policy, please contact Meg Wilson at contact@unisonmentalhealth.com.
Complaints Management Policy
We are committed to a fair and respectful complaints resolution process. All feedback is valued, and you have the right to share any concerns you may have with us. Complaints can be made by contacting us via email, phone, or our online form, and we will respond promptly to resolve any issues
Purpose
The purpose of this policy is to establish and maintain a complaints management and resolution system that ensures all participants, their families, and stakeholders can voice concerns or complaints in a safe, respectful environment. Our system adheres to principles of procedural fairness, natural justice, and complies with the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018.
Scope
This policy applies to all staff, contractors, and subcontractors at Unison Mental Health PTY LTD who provide services to NDIS participants. All complaints are to be managed in alignment with this policy to ensure transparent, fair, and respectful resolution of issues.
1. Complaints Management System Access and Awareness
– All participants will be informed about the complaints management system during their initial onboarding and through accessible materials available in our office and on our website.
– Participants are encouraged to raise concerns at any time, with the reassurance that their complaints are welcomed, respected, and taken seriously.
2. Receiving and Acknowledging Complaints
– All complaints, whether verbal, written, or electronic, are to be acknowledged within 24 hours by a designated manager or supervisor.
– The initial response will inform the complainant of the process, anticipated timeline, and next steps in the resolution process.
3. Principles of Fairness and Natural Justice
– Complaints will be handled confidentially, with respect for the rights and perspectives of all parties involved.
– The complaints management process will follow principles of procedural fairness, allowing all parties the opportunity to present their views without prejudice.
– Any potential conflicts of interest will be addressed by assigning an impartial investigator or mediator if necessary.
4. Investigation and Resolution
– A thorough investigation will be conducted for each complaint to understand its root causes and potential resolutions.
– Resolutions will be proportionate to the complaint and may include mediation, corrective actions, or changes in practice, as appropriate.
– Complainants will be informed of the resolution outcome, with an explanation of any actions taken to address their concerns.
5. Documentation and Record-Keeping
– All complaints, investigations, and outcomes will be documented in the complaints management system and securely stored to protect confidentiality.
– Records of complaints will be maintained for a minimum of seven years in compliance with NDIS requirements and Australian law.
6. Continuous Improvement and Feedback
– Regular reviews of complaints trends and outcomes will inform improvements to practices and services, ensuring a high standard of support for all participants.
– Lessons learned from complaints will be shared with relevant staff and incorporated into training to prevent recurrence of similar issues.
Review of Policy
This policy will be reviewed annually or as necessary following changes in NDIS guidelines to ensure continued compliance and effectiveness.
Contact
For questions or concerns regarding this policy, please contact Meg Wilson at contact@unisonmentalhealth.com.
Risk Management Policy
We take proactive steps to manage health, safety, and service continuity. Our risk management system ensures preparedness for emergencies and minimises health risks across all service settings. For more information on our approach to managing risks, or to report a concern, please reach out to us directly by phone, email, or using our online form.
Purpose
This policy establishes a framework for identifying and managing risks to participants, workers, and Unison Mental Health PTY LTD. The risk management system is designed to safeguard health and safety, ensure service continuity, and comply with NDIS standards and Australian work health and safety regulations.
Scope
This policy applies to all staff, contractors, and subcontractors involved in delivering services to participants. The risk management system covers work health and safety, infection control, emergency preparedness, and other identified risks.
1. Risk Management System
– A documented risk management system is maintained, proportionate to the size, scale, and scope of Unison Mental Health PTY LTD’s supports.
– This system addresses work health and safety risks relevant to service delivery and includes processes for risk identification, assessment, and mitigation.
2. Insurance Requirements
– Unison Mental Health PTY LTD maintains comprehensive insurance, including:
– Professional indemnity insurance,
– Public liability insurance, and
– Accident insurance.
– Insurance is regularly reviewed and updated as needed to remain compliant and cover all identified risks.
3. Emergency and Disaster Planning
– The risk management system includes plans and protocols for emergencies and natural disasters, ensuring service continuity and participant safety during unforeseen events.
– Emergency response plans are clearly communicated to all staff, and drills are conducted annually to maintain preparedness.
4. Regular Risk Assessments
– Risk assessments are conducted at regular intervals and documented. Assessments consider:
– The extent to which participants depend on Unison Mental Health PTY LTD’s services for their daily needs.
– The potential impact on participants’ health and safety if services were disrupted.
– Findings from each assessment inform updates to the risk management plan, policies, and staff training.
5. Infection Prevention and Control
– Infection prevention and control practices are implemented across all service settings, including hand hygiene, respiratory hygiene, and environmental cleaning protocols.
– Staff receive infection control training and regular refresher courses to stay updated on best practices.
Review of Policy
This policy will be reviewed annually or as necessary following significant changes to NDIS guidelines or organisational operations to ensure ongoing compliance and effectiveness.
Contact
For questions or concerns about this policy, please contact Meg Wilson at contact@unisonmentalhealth.com.
Human Resources Management Policy
Our team is dedicated to providing high-quality, person-centred support, with all workers trained and qualified to meet your needs safely and professionally. We ensure all team members stay up-to-date on best practices, including infection control and safety standards, to protect your health and well-being. For more details or questions about our staff qualifications, feel free to contact us.
Purpose
Our commitment is to ensure that each participant receives person-centred support from workers who are skilled, qualified, and experienced in their roles. This policy outlines the standards and procedures required to maintain a high-quality workforce that meets NDIS Practice Standards and complies with Australian law.
Scope
This policy applies to all staff, contractors, and subcontractors who provide supports and services on behalf of Unison Mental Health PTY LTD. Compliance with this policy is mandatory to maintain the quality and safety of participant care.
1. Worker Records and Verification
To ensure the competence and legal compliance of our workforce, Unison Mental Health PTY LTD will:
– Maintain records verifying each worker’s identity, right to work in Australia, and pre-employment checks, including Working with Children Checks (WWCC) and National Police Checks.
– Retain copies of each worker’s relevant qualifications and/or evidence of experience to confirm their suitability for their role.
– Conduct regular audits to verify that all records remain up-to-date and accurate.
2. Mandatory NDIS Training and Continuing Professional Development (CPD)
Unison Mental Health PTY LTD requires all workers to complete the NDIS Orientation Module prior to beginning their role. The module educates workers on the rights and responsibilities under the NDIS Code of Conduct and the principles of providing person-centred care. In addition:
– Records of each worker’s completed NDIS orientation module will be maintained in the HR management system.
– All workers must engage in ongoing professional development relevant to their role, with evidence of CPD activities recorded and monitored by the HR department.
3. Infection Prevention and Control Training
To safeguard the health and safety of participants and workers, all workers will:
– Complete initial and refresher training in infection prevention and control measures, including hand hygiene, respiratory hygiene, and cough etiquette.
– Participate in annual training updates to reinforce standard precautions and stay informed of best practices.
4. Personal Protective Equipment (PPE) Training and Accessibility
Unison Mental Health PTY LTD will ensure that all workers directly supporting participants are trained in the proper use of PPE. This includes:
– Training in the correct procedures for donning, doffing, and disposing of PPE.
– Regular refresher training to maintain familiarity with PPE protocols.
– Provision of PPE for both workers and participants, where required, to ensure safety in various service delivery settings.
5. Availability and Provision of PPE
Unison Mental Health PTY LTD is responsible for:
– Making PPE available to all workers and participants who require it.
– Ensuring that PPE stocks are readily accessible and replenished as needed.
– Conducting regular assessments to determine PPE needs and to ensure compliance with current health and safety guidelines.
Compliance and Record-Keeping
Records for all training, pre-employment checks, and qualifications will be securely stored and regularly reviewed for compliance with NDIS standards and Australian legal requirements. Failure to adhere to these standards may result in disciplinary action or termination of contract for contractors and subcontractors.
Review of Policy
This policy will be reviewed annually or as necessary to remain in alignment with NDIS Practice Standards, updates from the NDIS Commission, and Australian law.
Contact
For questions regarding this policy, please contact Meg Wilson at contact@unisonmentalhealth.com.
