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Client Information Handbook

Hunters Hill Ryde Community Services

Contents

About us .......................................................................................................................................... 3

Hours of Operation ......................................................................................................................... 3

Mission ............................................................................................................................................ 3

Our Values: ..................................................................................................................................... 3

Our Aims ......................................................................................................................................... 3

What is Commonwealth Home Support Program (CHSP)? ........................................................... 3

What is National Disability Insurance Scheme (NDIS)? ................................................................ 4

Continuous Improvement .............................................................................................................. 4

What services are available? ......................................................................................................... 6

NEIGHBOURHOOD .......................................................................................................................... 6

HUB ................................................................................................................................................. 6

SENIOR HUB SOCIAL SUPPORT GROUP.......................................................................................... 6

CULTURALLY AND LINGUISTICALLY DIVERSE (CALD) COMMUNITIES SOCIAL SUPPORT GROUP . 6

SOCIAL HOUSING OUTREACH PROGRAM — SOCIAL SUPPORT GROUP AND INDIVIDUAL .......... 7

SOCIAL VISITING — MAKING A DIFFERENCE IN SOMEONE’S LIFE ................................................ 7

MEALS – MORE THAN JUST A MEAL RECONNECTING SOCIALLY AND MAKING FRIENDS ............ 8

DAY TRIPS ....................................................................................................................................... 8

KEEPING SOCIAL, ACTIVE,............................................................................................................... 8

OUT AND ABOUT ............................................................................................................................ 8

FLEXIBLE RESPITE TIME FOR CARERS AND CARE RECIPIENTS ....................................................... 8

CARER SUPPORT ENABLING CARERS TO CARE .............................................................................. 9

DISABILITY SERVICES ...................................................................................................................... 9

Communication and Interpreting Service .................................................................................... 10

Access and Equity ......................................................................................................................... 10

Assessment and Review Process .................................................................................................. 10

Client Information and Confidentiality ........................................................................................ 10

Child Protection ............................................................................................................................ 11

Data Collection ............................................................................................................................. 11

What are my rights?..................................................................................................................... 11

What are my responsibilities? ..................................................................................................... 12

Keeping Appointments ................................................................................................................. 12

What if I am not happy with the service? ................................................................................... 12

Can someone else advocate on my behalf? ................................................................................ 13

How much will the service cost? .................................................................................................. 13

What if I am placed on a waiting list? ......................................................................................... 14

Under what circumstances might my service cease? .................................................................. 14

Work Health and Safety ............................................................................................................... 14

Smoking ........................................................................................................................................ 14

Membership ................................................................................................................................. 15

Gifts and Donations ...................................................................................................................... 15

How you can help your community: ............................................................................................ 15

APENDIX 1 ..................................................................................................................................... 16

Advocacy and Complaints Investigation Contacts ...................................................................... 16

APPENDIX 2- CHSP Charter of Client Rights and Responsibilities ............................................... 18

Clients Handbook Page 3 Date Last Updated and Approved: 12/16 Version: V7.0 Review Date: 12/17

About us

Hunters Hill Ryde Community

Services is a not-for-profit

community organisation

established in 1966 that provides

support and assistance to those

who are elderly, frail, socially

isolated, living with a disability or

experiencing financial

disadvantage in our community.

As a community hub, we provide

a focal point for the local

community and bring our clients,

residents, and businesses

together to make a positive

change in our community.

50 years on, we continue to

provide these valuable

community services.

HHRCS promotes the delivery of

high quality services, through our

commitment to person centered

care and the fulfillment of identified

community needs.

Hours of Operation Our office is open from Monday to

Friday 9.00am-4.30pm.

Some of our activities are conducted

outside of these hours, you will be

advised about those by your

Program Coordinator.

Mission We aim to be a respected

organisation, providing dynamic

services, which enable our diverse

community members to realise their

full potential and independence.

Our Values: Respect; we respect people's

abilities, qualities and achievements

through providing relevant non-

judgmental service.

Empowerment; we empower

people through inspiration, example,

encouragement, adventure and

creativity.

Diversity; we celebrate people's

diversity and uniqueness.

Inclusion; we include people in

decisions and actions and are

sensitive to their individual needs.

Quality; we strive to meet or

exceed people's expectations

Our Aims

Assisting those in need to

maintain and improve their

quality of life;

Encouraging self-esteem, self-

respect and independence;

Fostering community interest

and involvement in the

objectives and activities of the

organisation;

Responding to the changing

needs of the community;

Providing services and

information to the community

and referring community

members to other appropriate

service providers;

Cooperating with other relevant

organisations in the provision of

community support services.

What is Commonwealth Home Support Program (CHSP)? The Commonwealth Home Support

Program aims to help frail persons

aged over 65 and Aboriginal and

Torres Strait Islander people over

the age of 50 to live independently

in the community, for as long as it


is practical, rather than being

admitted to a Residential Aged Care

facility prematurely. The Program’s

aims are fulfilled through the

delivery of timely, high quality

entry-level support services which

take into account each person’s

individual goals, preferences and

choices and are underpinned by a

strong emphasis on restorative

approaches, including wellness and

re-ablement. The carers of these

people are also supported. A range

of community and government

organisations offer CHSP services,

which are funded by the

Commonwealth Government.

What is the National Disability Insurance Scheme (NDIS)? The National Disability Insurance

Scheme (the NDIS) is a way of

funding disability services and

supports in Australia for people with

permanent, lifelong disability under

the age of 65 and Aboriginal and

Torres Strait Islander people under

the age of 50 to live independently

in the community.

Already enrolled participants, upon

turning 65, can choose to either

continue with the NDIS or transfer

to the aged care support system

available to all Australians over 65.

If you have the NDIS funding

package, you are able to purchase

our services according to your

assessed needs, as well as a support

plan and any of our other offerings.

Continuous

Improvement Hunters Hill Ryde Community

Services works according to the

principles of Continuous Quality

Improvement. This means we are

always looking for ways to improve

our services.

We welcome input from you and/or

your family and representatives.

Client Input

Client input is an important part of

this process. As a client, you will be

given the opportunity to provide

input regarding the services you

receive. You will be asked (through

the use of surveys, interviews, focus

groups etc) about the quality of

services you receive as well as

your satisfaction regarding those

services. You may also complete our

feedback form: the ‘Tell Us What

You Think’ form at any time (located

in the main offices). You can also

request the form from any of our

staff.

Family Member/ Representative

Input

Often, family members are good

sources of information on how well

we are able to help you. HHRCS

may ask your family member and/or

representative to complete a

survey. They may also wish to

complete the ‘Tell Us What You

Think’ feedback form.

The surveys are anonymous and we

don’t ask you to identify yourself

unless you wish to do so.

How will this information be

used?

Hunters Hill Ryde Community

Services will use the results of client

surveys and family

member/representative surveys to

measure the effectiveness of our


programs as well as your

satisfaction with them.

The feedback received will be used

to make changes within the

organisation to help us improve the

quality of our services.

Survey results and reports will be

available to you via our Newsletters

or when requested by your Program

Coordinator.


What services are

available?

NEIGHBOURHOOD HUB The HHRCS Neighbourhood Hub at

46 Gladesville Road, Hunters Hill

provides a local and accessible

location for community members to

find information, support, referrals

and experience social interaction.

Our friendly staff and volunteers are

here to help.

There are many opportunities to

participate in social activities and

groups at our Neighbourhood Hub,

such as:

• Art and craft

• Community gardening

• Learning for leisure

• Men’s Shed

• Older Women’s Wellness

• Walking groups

• Peer-To-Peer carer support

groups

• Cooking classes

• Social lunches

• Volunteering opportunities

• Special events

HHRCS provides reliable,

coordinated, safe quality services

which are appropriate to your

assessed needs. Our Coordinators

endeavor to provide you with a

Support Plan that describes care

and services you are receiving

from us.

The Support Plan is designed with

your input and it takes into

account your lifestyle, other care

arrangements and cultural,

linguistic and religious preferences.

SENIOR HUB SOCIAL SUPPORT GROUP Our Senior Hub is a dynamic social

setting that offers daily programs

consisting of a diverse range of

services for older people to assist

them with engaging in stimulating

activities in a safe and comfortable environment.

The services provide people with an

opportunity to socialise, make

friends, go on bus outings and be

involved in a variety of preferred

activities. There are different groups

each week with options tailored to people’s preferences and abilities.

The Senior Hub is open Monday to

Friday — with morning tea, a two

course meal, light refreshments and transport for our clients as required.

Programs include:

• Short trips to places of interest

• Friendship development

• Gentle exercise and outdoor

strolls

• Music, craft, quizzes and games

THE CULTURALLY AND LINGUISTICALLY DIVERSE (CALD) COMMUNITIES SOCIAL SUPPORT GROUP This program is a caring, and

friendly service, which aims to

facilitate the social inclusion of older

people from Culturally and

Linguistically Diverse (CALD)

backgrounds.

Our clients come from many

different cultural backgrounds

including Italy, Spain, Iran, China

and Afghanistan. The groups are run

by our staff and volunteer community leaders.


In consultation with community

leaders we design and facilitate a

range of social activities, which aim

to support, promote and enhance

the independence, quality of life and

wellbeing of our clients. Activities range from:

Exercise classes

Information sessions

Day trips

Celebrations of culturally unique

events

Activities attract a nominal charge.

We also provide referrals and when

needed will liaise with other service providers for individual clients.

SOCIAL HOUSING OUTREACH PROGRAM — SOCIAL SUPPORT

GROUP AND INDIVIDUAL Social Support Gladesville is a

caring and friendly service provided

to younger people with a disability

along with the older people residing

in a number of social housing

facilities in the Hunters Hill and

Gladesville area. The program

facilitates broader social inclusion

and helps to establish community connections.

Our main objective is to mitigate the

negative life circumstances of our

clients and enhance their quality of

life. The programs are focused on

strengthening the community and

facilitating client participation and inclusion through activities such as:

• Art and craft

• Building life skills

• Active ageing and wellness

• Community participation events

• Men’s Shed

• Day trips

Activities attract a nominal charge.

We also provide individual support

through information provision,

advocacy and referrals to other service providers.

SOCIAL VISITING — MAKING A DIFFERENCE IN

SOMEONE’S LIFE We have two Volunteer Visiting programs at HHRCS.

The COMMUNITY VISITORS

SCHEME, which links a resident of

an aged care home with a friendly

visitor; and

HOME VISITING for

housebound elderly persons or

persons living with disability.

These programs are designed to

enhance our clients’ quality of life

and allow them to enjoy life to its

full potential by providing support,

opportunities for them to explore

shared interests they may have with

other members of the program and

promoting greater social interaction.

Friendly volunteer visitors are

matched to a client, taking into

account the volunteer’s and client’s

interests, background and

availability. Visits are relaxed and

social in nature — clients and

volunteers chat together, reminisce,

listen to music, read the newspaper

or play card games.

Volunteers visit weekly or

fortnightly, with visits lasting 10

minutes to 3 hours, depending on the client’s goals and wellbeing.

Each volunteer provides one-to-one

support and assists the client in

creating and achieving specific and meaningful goals, through:

Positive encouragement

Support during setbacks and challenging times


Celebration of achievements

MEALS – MORE THAN

JUST A MEAL

RECONNECTING SOCIALLY AND MAKING FRIENDS Home delivered meals assist people

to live independently in their own

homes by providing tasty, nutritious

meals. More than just a meal,

HHRCS volunteers also provide

social connection and an early alert

should other support be required.

Our menu provides flexibility and

variety with:

Meals delivered daily, weekly or

on specific days

A pick-up option of meals from

the HHRCS hub

Excellent nutrition suited to individual needs

Chilled or frozen meals

Main meals, soup packs, salads,

desserts, dementia suitable packs and sandwich packs

Juice, water, cheese and biscuits and bread included

Reasonably priced meals

Our services offer personalised client support through:

Person-centered care

Delivery of meals by friendly

volunteers who check on clients’ needs

Support, including referrals when a client’s needs change

DAY TRIPS KEEPING SOCIAL, ACTIVE, AND OUT-AND-ABOUT People who live locally can

participate in many of our day trips,

including regular groups for older

people and for Culturally and

Linguistically Diverse Communities

(Italian, Spanish, Chinese and Iranian).

HHRCS day trips provide an

opportunity for people to visit new

places in greater Sydney and make

new friends. Visiting different

destinations — such as Palm Beach,

Blue Mountains, Central Coast and

Bowral Tulip Festival — where

HHRCS staff find delightful spots for morning tea and lunch.

Our friendly drivers pick up clients in

the morning and return them to

their homes at the end of the

outing.

FLEXIBLE RESPITE TIME FOR CARERS AND CARE RECIPIENTS Caring for someone is a very

rewarding experience, but it can also be very demanding.

Our Flexible Respite service enables

carers time-out from the

responsibility of care giving, by

providing supervision and assistance

to the care recipient. This gives

carers a well-deserved break, and

provides the care recipient an

opportunity to get out and about in

the community, meet new people and engage in activities they enjoy.

Flexible Respite Care at HHRCS:

Is a welcomed time-out for

carers of people with a

disability, age-related conditions and those with limited mobility;

Can be provided in the care

recipient’s home or in the

community; on a nominated

day and time suitable for carers and care recipients; and

Provides stimulation and

interaction for care recipients;

with a bi-monthly program of

activities, including half-day trips to a variety of venues.


Respite periods range from 2–4

hours per day. We strive to be

flexible and provide much needed time to carers when they need it!

CARER SUPPORT ENABLING CARERS TO CARE HHRCS Carer Support services

provide information, support,

advocacy and regular breaks from

the caring role. Tailoring the

services to the needs and interests

of the carers allows carers to take a stress-free break.

Designed to improve the quality of

life for carers and their families —

and increase participation in

community activities — this program

can be undertaken in both individual

and group settings.

This service gives carers a ‘sense of

belonging’ to people who

understand carer issues, while

building trust and friendship through

sharing information and

experiences.

DISABILITY SERVICES DisAbility Services supports clients

to develop skills, participate in the

community and develop friendships.

Outings and activities are based on clients’ choices and enjoyment.

This program provides opportunities

for clients to:

Develop new friendships and social skills

Explore previously untapped

creative talents

Develop independent living skills

Choose activities and try new things

Maintain fitness and wellbeing

HHRCS specialises in:

Facilitating communication

Supporting clients’

independence and decision making

Facilitating community inclusion

Providing appropriate supports for clients’ individual needs

Program activities include:

Recreational outings

Special events networked with the broader community

Music and art

Lunch outings

ACCOMPANIED SHOPPING We provide an accompanied

shopping service to clients who may

need assistance in obtaining the

following:

• Fresh food and groceries

• Clothing

• Bill Payment/ Banking

• Pharmacy

The service is provided weekly or

fortnightly with a 2-hour time

frame. We also provide one-off

shopping service for special

shopping needs to be completed

within prearranged timeframe

HARDSHIP ASSISTANCE Provides assistance to people in

need of short term emergency,

financial and or material

assistance; and/or a referral to

other services.

OLDER WOMEN’S WELLNESS ACTIVITY

The Program provides a weekly

class of Tai Chi and meditation

for older women to help them to

stay healthy.


Communication and Interpreting Service

HHRCS staff endeavor to provide

you with information in a way that

is easy to understand. Our staff

have aids, such as iPads, available

to them to enable communication.

If you cannot speak English you

can phone the Translating and

Interpreting Service (TIS) for

assistance. You will pay the cost of

a local call or mobile phone charge.

To contact TIS you will need to

phone 131 450 and tell the

operator, in English, the language

you speak. The operator will

connect you to an interpreter who

speaks your language.

Access and Equity As a service provider Hunters Hill

Ryde Community Services will

make services available to

everyone who is entitled to them,

free of any form of discrimination

on the basis of a person’s country

of birth, language, culture,

gender, marital status, age,

political affiliation, particular

disability, sexual preference, race

or religion. Access to the service

is decided only on the basis of

relative need, eligibility and

personal choice within the limits of

the resources available.

We will develop and deliver

services on the basis of fair

treatment of all those clients who

are eligible to receive them and

ensure that all people will have

support to access those services.

Assessment and Review Process For eligible persons requesting

services for CCSP:

Following a referral or initial contact

with HHRCS contact will be made

with the person requesting the

service to arrange an assessment

interview.

For eligible persons requesting

services for CHSP:

Following initial contact and with

your permission our staff member

will make a referral on your behalf to

the My Aged Care Government

website. HHRCS will then act on

accepted referral and arrange a

service specific assessment

interview.

In all cases if a vacancy is

unavailable we will inform you when

a vacancy becomes available.

Program Coordinators will try to

offer you a specific service or, if

needed, a range of services to meet

your needs. The Coordinators will

work with you to understand and

focus on your individual needs and

achievement of your specific

objectives and goals. Service

delivery will commence at a

mutually suitable date.

There will be a regular review of

your service to see if your needs

have changed. If you feel your

needs have changed please advise

the Program Coordinator.

Client Information and Confidentiality Ensuring privacy and the

confidentiality of your personal

information is important to us as it

is fundamental to the way we

operate. All information is kept in

the strictest confidence. Your

information will only be shared with

other service providers with your

informed consent. You have the

right to read any personal

information about you held by

HHRCS. Just ask the Program

Coordinator and with notice in

advance your file will be made

available. If any information on


your file is incorrect please advise

the Program Coordinator and

corrections will be made.

Child Protection Hunters Hill Ryde Community

Services recognises that all children

and young people have the right to

be free from abuse and neglect and

to grow and develop in

environments where they are safe

from harm.

We committed to ensuring that the

safety, welfare and wellbeing of

children and young people is always

paramount to our work and

recognises the importance of

procedures and practices that

minimise and respond to any risk of

harm for all children and young

people.

HHRCS staff, volunteers and

students undertaking placements

are obliged to take reasonable care

to protect children and young people

against risks of harm and are

expected to adhere to the HHRCS

Child Protection policy and

procedure documents.

We assist our staff, volunteers and

students to recognise abuse and

neglect and to use the appropriate

notification procedures when

reporting suspected risk and/or the

actual occurrence of significant

harm. HHRCS adopts both a

prevention and response focused

approach in relation to the

protection of children and young

people.

Should you be concerned about

safety of a child or young person

please contact the NSW Police (000)

and/or the Child Protection Helpline

(132 111.).

The HHRCS General Manager is your

point of contact if you suspect a

staff member to be abusing a child

or young person that partakes in a

HHRCS service or in the community

or is known to have a child abuse

conviction.

Data Collection

As part of our funding agreement

with government departments we

are required to collect data about

how the service is used. With your

permission, information about how

you use the services will be passed

on to relevant government

agencies in data collections. Data

collection is used to improve

service provision. Identifying

information, such as your name

and address, will not be passed to

government agencies. You will

usually be asked to give your

consent in writing. In some

circumstances, verbal consent can

be given, either in person or over

the telephone. You have the right

to withdraw your consent to the

release of information at any time.

What are my rights? Clients of HHRCS have the following

rights:

be treated with respect and dignity

and have the same legal and human

right as the rest of the community.

be safe and have your service

provided in an environment free

from exploitation, abuse,

discrimination or neglect

be involved in deciding what care

will meet your needs

have a written agreement covering

everything you and your service

provider have agreed to

have your care and services

reviewed

be entitled to privacy and

confidentiality in regards to your

personal information


be given information on how to

make comments and/or complaints

about your care and services

have your fees determined in a

way that is transparent, accessible

and fair

take responsibility for the results

of your own actions and choices even

though some actions and choices

may involve an element of risk;

Please feel free to ask any

questions about the service you

receive and discuss any problems or

issues that may affect you with the

service provider.

NOTE: for more details on the rights

of clients within the CHSP refer to

APPENDIX 2 of this Handbook

What are my responsibilities? Clients of HHRCS have the following

responsibilities:

You should act in a way that

respects the rights of other clients,

staff and volunteers of HHRCS;

• give enough information to the

service provider so they can develop

and deliver your care plan

• follow the terms and conditions of

your written agreement

• allow safe and reasonable access

for care workers at the times agreed

in your Support Plan

• pay any fees outlined in your

written agreement.

NOTE: for more details on the rights

of clients within the CHSP refer to

APPENDIX 2 of this Handbook

Keeping Appointments HHRCS program Coordinators make

every possible effort to keep to

scheduled activities and

appointments. You will be notified of

any changes as soon as possible.

Alternative arrangements will be

made taking into account your

needs and available resources.

Except in the case of emergencies,

we ask you for a week’s notice of

any changes. Please contact us as

soon as possible if you are not able

to keep the appointment. Otherwise

you may incur some costs for the

service.

What if I am not happy with the service? If you are not happy or have any

concerns with the service, we would

like to know. We cannot improve

our service if you do not alert us to

the problems you may be

experiencing. Your service will not

be stopped if you complain. Your

complaint will be dealt with:

Promptly

Confidentially

Without any repercussions to

you or the services you get from

HHRCS

You have the right to make

anonymous complaints, however we

may be limited in resolving your

concern if we do not know your full

details.

You also have right to nominate a

person of your choice to manage

your complaint.

We can organise an interpreter for

you should you need one. You can

also contact the National Telephone

Interpreting Line on 131 450.

Complaints can be taken to any of

the following persons: The staff

member directly concerned or to

our Team Leaders and Managers,


who will often be able to resolve

your concerns in the first instance.

You can contact them via:

Phone: (02) 9817 0101

Email: [email protected]

Writing: HHRCS Inc.

42- 46 Gladesville Rd,

Hunters Hill NSW 2110

If you are still concerned after

contacting a Team Leader or

Manager, you can contact the

General Manager:

HHRCS Inc.

42- 46 Gladesville

HUNTERS HILL NSW 2110

Phone: 9817 0101

Fax: 9816 5462


There is also a free and

confidential service to assist you

with any complaints.

For services delivered to people

aged 65 and over, and for Aboriginal

and Torres Strait Islander people

aged 50 and over:

AGED CARE COMPLAINTS

COMMISSIONER

Aged Care Complaints

Commissioner

Locked Bag 3,

Collins Street East VIC 8003

Phone: 1800 550 552

Website:

www.agedcarecomplaints.gov.au

For complaints about services

delivered to people with disabilities

and service users younger than 65

years old.

NSW OMBUDSMAN

Level 24, 580 George Street

Sydney NSW 2000

Toll free: 1800 451 525

Direct: (02) 9286 1000 Email: [email protected]

Can someone else advocate on my behalf?

An advocate is a person who,

with your authority, represents

you or supports you, negotiates

and acts on your behalf in

addressing any issue that may

arise.

Advocates may be used during

assessments, reviews and

complaints or for any other

communication with HHRCS

staff.

You can use an advocate of your

choice to negotiate on your behalf

or with you. This may be a family

member, a friend or an advocacy

service. Once notified in writing of

your choice of advocate Hunters

Hill Ryde Community Services will

accept this advocate as

representing your interests. You

have the right to change your

choice of advocate at any time

and should inform HHRCS in

writing of any change.

For a list of advocacy services see

APENDIX 1.

How much will the service cost?

At the time of your assessment, or

when you arrange a service, you

will be given information about the

fees or contributions that are

applicable to you.

HHRCS is committed to providing

support and assistance to the local

community and we encourage

anyone who may be experiencing

financial hardship or feels unable to

afford the service to advise their

service Coordinator for an individual

payment plan.

mailto:[email protected]


http://www.agedcarecomplaints.gov.au/



Clients can pay their fees:

1. in person at our office;

2. by post;

3. by Electronic Bank Transfer;

4. by deduction from their

Centrelink payments;

5. by EFTPOS, in person at our

office or over the phone;

What if I am placed on a waiting list?

You will be advised that you have

been placed on a waiting list and

given an idea of the approximate

waiting time. We wil l contact

you after 3 months to

ascertain i f you sti l l need or

want our services. If you wish,

a referral can be made to another

service if appropriate. You can

also contact HHRCS and ask for a

reassessment at any time if your

circumstances change.

Under what circumstances might my service cease?

There are several circumstances

that may cause services to be

withdrawn. If your services are to

cease you will be given an

explanation and the Coordinator

will try to help you find alternative

support if it is necessary. You will

be given information explaining

the circumstances that may result

in you being eligible for the

service in the future. You will also

be given the opportunity to give

feedback on the quality of the

services you have received.

Because of legal requirements our

service may need to hold client

files for seven years.

Work Health and Safety Staff and volunteers are not

expected to accept abusive or

violent behaviour from clients.

If a situation becomes extremely

difficult, it will be referred to the staff member’s, or volunteers, immediate supervisor or to the

General Manager.

Smoking All HHRCS staff and volunteer

visitors are asked not to smoke in

peoples’ homes. We also request

that you refrain from smoking while

a staff member or volunteer visitor

is in your home or a vehicle as this

may affect their health. Smoking is

only permitted outside HHRCS

buildings.


Membership We invite you to become a member

of Hunters Hill Ryde Community

Services and support our

organisation in its efforts to help

many of the people in our

community.

HHRCS membership entitlements

include:

• being able to contribute

and support our

community

• being able to vote at the

AGM

• being eligible for

nomination to the Board

• Receiving our Annual Report

and quarterly newsletter

HHRCS membership provides you

with greater knowledge of our

current and planned activities

regarding our local community.

Our membership year runs

from 1 July – 30 June.

The current membership

fee is $10.

Gifts and Donations Staff are generally not permitted

to accept any gifts or gratuities

from clients or their carers.

Small personal gifts such as

chocolates or flowers on

birthdays, at Christmas or on

similar occasions may be

accepted. However, these are

neither requested nor necessary.

HHRCS staff, volunteers and

students on a placement are

prohibited from acting as executors

of clients’ wills and from being

named as beneficiaries such wills.

How you can help your community:

1. Donate grocery items and

food, which can be dropped

into our office at 46

Gladesville Road, Hunters Hill.

2. Make a one-off donation.

Mail a cheque marked ‘Not

negotiable’ to Hunters Hill

Ryde Community Services

Inc. at 46

Gladesville Road, Hunters Hill

2110 or a direct deposit

to Account name:

Hunters Hill Ryde

Community Services Inc.

BSB: 062182

Account Number: 1009 2603

Please consider including Hunters

Hill Ryde Community Service in

your Will. Your bequest will enable

us to effectively continue our work

in the community.


APENDIX 1 Advocacy and Complaints Investigation Contacts Services that may advocate on behalf of clients (depending on the issue) or provide advocacy support to

clients include:

Service Contact Details

TARS - The Aged-Care Rights

Service Inc.

Level 4, 418A Elizabeth Street

Surry Hills NSW 2010

Ph: (02) 9281 3600

Fax: (02) 9281 3672

Freecall™: 1800 424 079 (country callers)

Email: legal advice is not provided via e-mail

Web page: www.tars.com.au

National Aged Care Advocacy Line

Freecall™: 1800 700 600

Carers NSW

PO Box 20156

World Square NSW 2002

Ph: (02) 9280 4744

Freecall™: 1800 242 636 (9.00am – 5.00pm)


Web page: www.carersnsw.asn.au

Department of Family and

Community Services

Ageing Disability and Home Care

Level 5, 83 Clarence Street

Sydney NSW 2000

(See also ADHC Information and Advocacy Directory)

Ph: (02) 8270 2000

TTY: phone(02) 8270 2167

Freecall™: 1800 666 611


Web page: www.adhc.nsw.gov.au/contact_us/

Aged Care Complaints Scheme

Department of Social Services

GPO Box 7576

Canberra Business Centre ACT 2610

Ph: 1800 550 552

TTY: phone 1800 555 677 then ask for 1800

550 552

Internet relay users: connect to the National Relay

Service and enter 1800 550 552

Freecall™: 1800 550 552

E-mail: [email protected] Web page: https://agedcarecomplaints.govspace.gov.au/

NSW Ombudsman’s Office*

Level 24, 580 George St

Sydney NSW 2000

Ph: (02) 9286 1000

Fax: (02) 9283 2911

TTY: phone 133 677 then ask for 02 9286 1000

Freecall™: 1800 451 524 (outside Sydney Metro)


Web page: http://www.ombo.nsw.gov.au

http://www.tars.com.au/


http://www.carersnsw.asn.au/


http://www.adhc.nsw.gov.au/contact_us/

http://www.iprelay.com.au/call/index.aspx

http://www.iprelay.com.au/call/index.aspx


https://agedcarecomplaints.govspace.gov.au/


http://www.ombo.nsw.gov.au/


Aged Care Commissioner

Locked Bag 3

Collins Street

East Victoria 8003

Ph: 1800 500 294

Fax: (03) 9663 7369

TTY: phone 133 677 then ask for 02 9286 1000

Freecall™: 1800 500 294


Web page: www.agedcarecommissioner.net.au

Office of the Australian

Information Commissioner

Level 3, 175 Pitt Street

Sydney NSW 2000

Ph: 1300 363 992

Fax: +61 2 9284 9666

TTY: 133 677 then ask for 1300 363 992.


Web page: www.oaic.gov.au

National Disability Abuse and

Neglect Hotline

Level 1, 20 Chandos Street

St Leonards NSW 2065

PO Box 126

St Leonards NSW 1590

Ph: 1800 880 052

Fax: (03) 8412 7199

TTY: 1800 301 130

Freecall™: 1800 500 294


Web page: http://www.disabilityhotline.net.au

NSW Elder Abuse Helpline Ph: 1800 628 221

http://www.agedcarecommissioner.net.au/

http://www.oaic.gov.au/

http://www.disabilityhotline.net.au/

Clients Handbook Page 18

APPENDIX 2- CHSP Charter of Client Rights and Responsibilities

Charter of Care Recipients’ Rights and

Responsibilities – Home Care Aged Care Act 1997, Schedule 2 User Rights Principles 2014

(amended on 1 July 2015)

1 Care recipients’ rights - home care

General

(1) Each care recipient has the following rights:

(a) to be treated and accepted as an individual, and to have his or her individual preferences respected

(b) to be treated with dignity, with his or her privacy respected

(c) to receive care that is respectful of him or her, and his or her family and home

(d) to receive care without being obliged to feel grateful to those providing the care

(e) to full and effective use of all human, legal and consumer rights, including the right to freedom of

speech regarding his or her care

(f) to have access to advocates and other avenues of redress

(g) to be treated without exploitation, abuse, discrimination, harassment or neglect.

Consumer Directed Care - choice and flexibility


(a) to be supported by the approved provider:

(i) to set goals in relation to the outcomes he or she seeks from home care

(ii) to determine the level of ongoing involvement and control that he or she wishes to have in

the provision of the home care

(iii) to make decisions relating to his or her own care

(iv) to maintain his or her independence as far as possible

(b) to choose the care and services that best meet his or her goals and assessed needs and preferences,

within the limits of the resources available

(c) to have choice and flexibility in the way the care and services are provided at home

(d) to participate in making decisions that affect him or her

(e) to have his or her representative participate in decisions relating to his or her care if he or she requests

it or if he or she does not have capacity.

Consumer Directed Care - care and services


(a) to receive reliable, coordinated, safe, quality care and services which are appropriate to meeting his or

her goals and assessed needs

(b) to be given before, or within 14 days after, he or she commences receiving home care, a

written plan of the care and services that he or she expects to receive

(c) to receive care and services that take account of his or her other care arrangements and preferences

(d) to ongoing review of the care and services he or she receives (both periodic and in response to

changes in his or her personal circumstances), and modification of the care and services as required.

Consumer Directed Care - individualised budget and monthly statement of available funds and expenditure

(3A) Each care recipient has the following rights:

(a) to receive an individualised budget for the care and services to be provided

(b) to have his or her individualised budget reviewed and, if necessary, revised if:

the care and services to be provided, or the costs of providing the care and services, change; or

(ii) he or she requests the approved provider to review and, if necessary, revise the individualised budget

(c) to receive a monthly statement of the funds available and the expenditure in respect of the care and

services provided during the month.


Personal information 4) Each care recipient has the following rights:

(a) to privacy and confidentiality of his or her personal information (b) to access his or her personal information.

Communication


(a) to be helped to understand any information he or she is given

(b) to be given a copy of this Charter

(c) to be offered a written agreement that includes all agreed matters

(d) to choose a person to speak on his or her behalf for any purpose.

Comments and complaints


(a) to be given information on how to make comments and complaints about the care and services he or

she receives

(b) to complain about the care and services he or she receives, without fear of losing the care or being

disadvantaged in any other way

(c) to have complaints investigated fairly and confidentially, and to have appropriate steps taken to

resolve issues of concern.

Fees


(a) to have his or her fees determined in a way that is transparent, accessible and fair

(b) to receive invoices that are clear and in a format that is understandable

(c) to have his or her fees reviewed periodically and on request when there are changes to his or her

financial circumstances

(d) not to be denied care and services because of his or her inability to pay a fee for reasons beyond his or

her control.

2 Care recipients’ responsibilities - home care

General

(1) Each care recipient has the following responsibilities:

(a) to respect the rights of care workers to their human, legal and workplace rights including the right to

work in a safe environment

(b) to treat care workers without exploitation, abuse, discrimination or harassment.

Care and services


(a) to abide by the terms of the written home care agreement

(b) to acknowledge that his or her needs may change and to negotiate modifications of care and service if

his or her care needs change

(c) to accept responsibility for his or her own actions and choices even though some actions and choices

may involve an element of risk.

Communication


(a) to give enough information to assist the approved provider to develop, deliver and review a care plan

(b) to tell the approved provider and their staff about any problems with the care and services.

Access


(a) to allow safe and reasonable access for care workers at the times specified in his or her care plan or

otherwise by agreement

(b) to provide reasonable notice if he or she does not require home care to be provided on a particular

day.

Fees (5) Each care recipient has the responsibility to pay any fees as specified in the agreement or to negotiate an

alternative arrangement with the provider if any changes occur in his or her financial circumstances


HHRCS is supported by the State and Commonwealth Governments.

“This Program is supported by Ageing, Disability and Home Care, Family and Community Services

and Commonwealth Governments. Acknowledgment of the Commonwealth Government support:

Supported by the Australian Government Department of Health. Visit the Department of Health

website (www.health.gov.au) for more information.”

Disclaimer: “Although funding for the Commonwealth Home Support Programme has been

provided by the Australian Government, the material contained herein does not necessarily

represent the views or policies of the Australian Government.”

Hunters Hill Ryde Community Services Inc.

46 Gladesville Road, Hunters Hill, NSW 2110

Tel: 02 9817 0101

Fax: 02 9816 5462


www.hhrcs.org.au

Published October 2016

http://www.hhrcs.org.au/

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