cogb aged & disability services hacc service guide - published april 2013

Aged & disAbility services Home and Community Care

PMS 1807 REDPMS 432 GREYPMS 142 GOLD

Aged & Disabil i ty Services2

Office hours 8.30am to 5pm Monday to Friday, excluding Public Holidays

Phone 5434 6411

Fax 5434 6105

Email [email protected]

Address 34 Mundy Street, Bendigo

Mailing Address

PO Box 733, Bendigo Vic 3552

After Hours Emergency

5434 6000

For residents in the Heathcote district please contact Heathcote Health on 5431 0900.

If you are deaf, or have a hearing impairment or speech impairment, contact us through the National Relay Service and ask for 03 5434 6000.

· TTY users phone 133 677· Speak and Listen users phone 1300 555 727· Internet relay users www.iprelay.com.au

Call 9867 3788 for multilingual information. An interpreter can be arranged for clients through the interpreting service.

IndexContact information 2Home and Community Care Program 3Assessment and eligibility 4Home safety checks 4Staff Occupational Health & Safety (OH&S) 5Diversity 6Personal emergency planning 7Staying healthy in a heatwave 7Services provided 8

Food services 8Home care 8Men in sheds 9Personal care 9Planned Activity group 10

seniors internet Kiosks 10Property Maintenance 11respite care 12senior citizens clubs 13telelink 14transport 14volunteer visiting Program 14

Fees and payments 15Booking cancellations 15Advocacy 15Feedback 16Privacy and confidentiality 16Rights and responsibilities 16Your right to refuse service 17Summary of services available 18Zone listing 19

Contact Information General enquiries / Customer service

www.bendigo.vic.gov.au 3

Home and Community Care ProgramThe aim of the Home and Community Care (HACC) program is to support people in their own homes and communities by providing services that promote and maintain independence. The program assists frail older people, younger people with disabilities and their carers. These services provide basic support and maintenance to people living at home or who are at risk of premature or inappropriate admission to long-term residential care.

The Department of Health has implemented the Active Service Model. This model aims to assist people to improve their wellbeing and maintain their independence. Clients are encouraged to be actively involved in making decisions about the services they receive and to participate in the service delivery to achieve their goals.


Assessment and eligibility An assessment is required to determine a person’s eligibility to receive HACC services. In order to get an assessment for HACC services contact the Commonwealth Respite and Carelink Centre on 1800 052 222. Requests for service are accepted from all sources (i.e. the person, family, doctor or other health professionals) provided the person who is being referred, consents to the referral.

Once the referral is received, contact will be made regarding arrangements for in-home assessment.

An assessment officer will visit the home to discuss and determine the person’s needs and eligibility to receive HACC services. If eligible an individualised care plan will be agreed upon by both the client and the assessment officer, detailing the services and tasks required. A copy of the care plan should be accessible in the home for all Community Care staff.

Re-assessments for clients are conducted routinely, or when the household circumstances change.

Home safety checksBefore services begin, a home safety check will be conducted to ensure there is a safe work environment for staff and volunteers. This safety check will usually be conducted at the time of assessment and clients will be advised of any changes needed to meet Occupational Health & Safety requirements.

If a client moves home another safety check is required before services can recommence. Clients should notify the City of Greater Bendigo on 5434 6411 in advance when planning to move.


Staff Occupational Health & Safety (OH&S)The health and safety of all employees in Victoria is guided by the Occupational Health and Safety Act 2004. When Community Care staff and/or volunteers are working in a client’s home it becomes a workplace and the relevant OH&S legislation applies. Services cannot be delivered that place Community Care staff, volunteers or clients at risk. To do so would breach OH&S legislation and our duty of care obligations.

Households need to be aware of the following:

• Clients are required to be at home for all their services. Community Care staff are not allowed to work in unoccupied homes, or to lock up premises on behalf of clients.

• Clients are asked to restrain all pets in the backyard or another room while staff or volunteers are in their homes or yards. These requirements do not apply to Assistance Dogs and this can be discussed at the time of assessment or home safety check.

• Clients are asked not to smoke while staff or volunteers are in their homes as there is a no smoking policy for all City of Greater Bendigo workplaces. Clients are also asked not to smoke and to air their house at least one hour prior to our staff arriving. It is also expected that staff will not be exposed to alcohol or drug use while in the client’s home.

• In accordance with the No Lift Policy, we are committed to eliminate or minimise wherever possible manual handling tasks performed by our staff and to minimise the risk of injury by encouraging the use of specialised lifting equipment.

• Clients are required to be able to access transport vehicles with minimal assistance. This includes transport for Home Care, Respite Care, Planned Activity Group and Transport services.

• Clients, carers and/or Case Managers are responsible for ensuring that all personal equipment is maintained in accordance with the manufacturer’s instructions, such as lifting hoists and wheelchairs.

If the above is not adhered to then clients’ risk their services being suspended immediately.

PETS

SMOKING


DiversityThe City of Greater Bendigo requires a commitment to the provision of services to eligible people including assisting those who have special needs or are experiencing difficulty linking to services due to issues of diversity. These groups include:

· People from an Aboriginal and Torres Strait Islander background

· People from culturally and linguistically diverse (CALD) backgrounds

· People with dementia

· People who are financially or socially disadvantaged, including those who are homeless or at risk of being homeless

· Care leavers (people who have experienced institutional care such as orphans or child migrants)

· Lesbian, Gay, Bisexual, Transgender and Intersex (LGBTI) people

· People with disabilities

· Veterans

· People living in remote or isolated areas

The City of Greater Bendigo is aware that diversity also includes considering factors such as refugee status, language, sexual orientation, faith and spirituality and strives to ensure services are culturally appropriate.


Personal emergency planningAll clients and their families are encouraged to develop a personal emergency plan to assist them in the event of an emergency such as a bush fire or a flood.

A copy of the Australian Red Cross – Bushfires: Preparing to leave early plan is provided and we encourage clients to complete their plan and discuss this with their family, friends and neighbours.

During times of extreme heat and during emergencies the Community Care staff will endeavour to monitor the health and wellbeing of clients.

Staying healthy in the heat

What is a heatwave?A heatwave is a period of unusual and uncomfortably hot weather that can affect anybody. It can also affect community infrastructure such as the power supply, public transport and other services.

Heatwaves can make existing medical conditions worse and cause a heat related illness, which may be fatal.

Heatwaves can affect anybody. Remember to:• Look after yourself and keep in touch with others

• Drink plenty of water (if your doctor normally limits your fluids, check how much to drink during hot weather)

• Keep cool. Spend as much time as possible in cool or air-conditioned buildings; and

• Stay out of the sun. If you must be outdoors, stay in the shade and wear a hat and light, loose-fitting clothing.

If you feel unwell in the heat contact your GP or phone NURSE-ON-CALL on 1300 60 60 24.

For life-threatening emergencies dial 000.


Services provided

Food ServicesFood Services provides nutritious and diet specific meals delivered to the client’s home, or to a community centre. Breakfast, lunch and evening meals can be provided and are delivered Monday to Friday. Meals consist of a main and sweet, with a fruit drink twice a week.

Clients must be home for the delivery of a meal as food cannot be left outside for food safety reasons.

In recognition of our culturally diverse community, meals can be prepared to meet specific cultural and religious needs.

Home Care Home Care supports a safe and hygienic home environment by completing domestic tasks which the client is unable to manage independently.

Tasks are not limited to, but include assistance with the following, according to the needs assessed:

• Vacuum cleaning

• Sweeping and washing floors

• Cleaning bathrooms and toilets

• Washing and essential ironing

• Wiping over benches, cupboard fronts, fridges or stoves

• Changing bed linen

• Basic shopping

• Assistance to pay bills/ banking


Cleaning products and equipmentOur Community Care staff clean a number of homes each day so to minimise their exposure to harmful chemicals and to comply with OH&S legislation, we request that clients provide non-hazardous cleaning products for use in their home. A list of approved cleaning products which are classified as non-hazardous will be provided to all clients at assessment. All required equipment needs to be in good working order for our staff to use. Community Care staff are only allowed to use items included on the Approved Cleaning & Equipment products listing.

Men In ShedsMen In Sheds (MIS) provides the opportunity for men to get together for woodwork and social purposes and to learn and share skills in a shed environment.

The Salvation Army runs the MIS program in partnership with Council at its workshop in Mundy Street.

Sessions are currently run on Mondays, Tuesdays and Wednesdays.

Personal CarePersonal Care assists clients with their personal hygiene. Tasks are not limited to, but include assistance with the following, according to the needs assessed:

• Showering

• Dressing and undressing

• Hair care, electric shaving and personal grooming

• Eating and drinking

• Fitting of aids

• Toileting

• Domestic duties related to the above

Clients receiving shower assistance will require the installation of a flexi hose to assist in the provision of personal care. Installation can be provided by our property maintenance staff.

Community Care staff are not permitted to perform any nursing duties such as the administration of medication.


Planned Activity GroupPlanned Activity Group (PAG) provides social, intellectual, physical, and emotional stimulation to help clients maintain living and social skills. These groups can be both mixed and gender specific and can also be an opportunity for carers to have respite from their caring roles. Occasional care is also available.

PAG activities include participating in gardening, games, craft, bingo, card games, exercise and celebrating events such as the Melbourne Cup and AFL Grand Final. Transport to and from the venue is provided.

Seniors Internet KiosksThe Broadband for Seniors Internet Kiosks provide older people with free lessons in the use of computers and the internet so they can send and receive emails, swap files and photos and meet with other seniors who are venturing onto the internet for the first time. Support is provided at the Kiosk to help people gain confidence and build skills in using new technology. Internet Kiosks are located at:

Kangaroo Flat 23 Lockwood Road The hours of operation are flexible. For further details please call 5447 2248

Elmore Senior Citizens Club Rooms 4 Clarke Street, Elmore The hours of operation are flexible. For further details please call 5432 6425

All people aged 50 years and over are eligible to use the kiosk service free of charge.


Property Maintenance Property Maintenance provides assistance with maintaining the home in a safe and habitable condition. This includes: changing of smoke alarms and light globes; repairs not requiring a tradesperson; home modifications (such as the installation of hand rails and shower flexi hoses); and some light garden maintenance.

Clients are required to be home on the day of the booking.

Property Maintenance is a basic maintenance service to support clients to maintain a safe and secure home environment. The service is not designed to replace professional trade services.

A limited lawn/grass mowing service is provided on a monthly basis and is not a replacement service for general lawn mowing. It is necessary that clients ensure that any lawn or other grassed areas are mowed in between our monthly visits – particularly in the spring-summer months when grass growth can be prolific. Grass is mulched as much as possible and is not collected by a catcher.

Mowing is not permitted on Total Fire Ban or Code Red days, when raining or during extreme weather conditions. Where possible services may be rescheduled depending upon the backlog of bookings at that time.

Materials and equipmentCommunity Care staff will bring the required tools with them. Where materials are needed for home modifications, the client will be advised of materials required, which may include pre-purchasing the equipment eg. hand rails. If additional materials are required the staff member will purchase them on behalf of the client who will be advised of the approximate costs prior to purchase.


Rubbish removalClients are encouraged to use their wheelie bins to remove rubbish from their premises. Property maintenance staff can take limited rubbish to landfill, which will incur a tip fee and additional time will be charged. Garden waste bins are also available from private service providers if clients need to regularly dispose of green waste.

Respite Care Respite Care provides carers of frail, older people, and people with a disability with respite from their caring responsibilities. It also provides the person being cared for with a break or an outing without their usual family carer.

Where appropriate, Community Care staff can help with light housekeeping tasks that would normally be undertaken by the carer if the client does not require close supervision. Community Care staff are not permitted to perform any nursing duties, such as the administration of medication.

Respite can be provided regularly or occasionally as arranged. The primary role of Community Care staff providing respite is the care and well being of the client and the service is tailored to meet individual requirements.


Every effort will be made to ensure continuity of care however, this is not always possible due to carers taking leave or other service demands.

Before leaving the home the parent/carer should ensure the Community Care staff member:

• Has access to emergency and contact phone numbers

• Has access to the care plan

• Is not left to care for children other than those detailed in the care plan

• Has confirmed the length of booking

• Has access to appropriate equipment e.g. child car seat, lifting hoist

Senior Citizens ClubsSenior Citizens Clubs provide companionship, social support and activities for members.

Senior Citizens Clubs are located at:

Eaglehawk 6 Darling Street, Eaglehawk 5446 9151

Elmore 4 Clarke Street, Elmore 5432 6126

Golden Square Old High Street, Bendigo 5443 2772

Heathcote RSL High Street, Heathcote 5433 2725

Marong High Street, Marong 5435 2413

Spring Gully Spring Gully Road, Spring Gully 5442 2178

Strathdale155a Crook Street, Bendigo 5441 1665

Strathfieldsaye Mandurang Road, Mandurang 5439 3343


TelelinkTelelink provides people from ethnic backgrounds who may be socially isolated with weekly group telephone meetings. The groups are led by a trained facilitator and clients are able to have conversations in their own language. There are currently Italian, Filipino, German and Multicultural groups.

TransportTransport is available for clients requiring door to door assistance who cannot use public transport. Transport is limited to social outings, visiting family or friends and shopping, and is not available for medical appointments. The service is operated by volunteer drivers within the City of Greater Bendigo.

Volunteer Visiting ProgramVolunteer visiting is designed to link clients with volunteers who visit people in the home. It is an individual service designed to encourage companionship.


Fees and paymentsServices will incur a fee based on either the individual’s or the household’s income. Each case will be assessed individually and the fee will be determined at the time of assessment.

Upon provision of services, clients are required to sign the Community Care staff time sheet stating the day and time of service provided for Home Care, Personal Care, Respite Care and Property Maintenance.

Accounts are sent to clients monthly and can be paid at Australia Post outlets, Bendigo Bank branches, City of Greater Bendigo offices in Lyttleton Terrace or by B-Point, B-Pay Internet or cheque. Direct debit and Centrepay options can be arranged by phoning 5434 6493.

Booking cancellationsIt is important for clients to notify of any cancellations of bookings or meals as early as possible. If clients do not cancel their booking or meal, a half hour service fee or meal cost will be incurred.

Cancellation of Respite Care bookings require 24 hours notice, or a fee for 1 hour will be incurred. Extenuating circumstances will be considered regarding charging fees for cancellations.

AdvocacyIf you think your rights are not being respected and you need support to raise concerns, there are independent advocacy services that can assist you. An advocate can also be a trusted friend or family member. Assistance with advocacy is available at:

Aged Care Advocacy www.health.gov.au/agedcareadvocacy Toll free: 1800 500 853

Regional Information and Advocacy Council Inc. (RIAC) www.riac.org.au Toll free: 1800 221 944

Aged & disabil i ty services16

FeedbackThe City of Greater Bendigo aims for high standards in quality of care and customer service and is keen to listen to your feedback about our services. Complaints and/or concerns are taken seriously and are reviewed to help improve services. Clients can discuss issues or complaints about their service. All complaints are recorded and acted upon under the Complaints Handling Procedure, which gives the client the opportunity to relate their concerns to staff.

A copy of the Complaints Handling Procedure can be obtained by contacting 5434 6000, alternatively it can be found on the City of Greater Bendigo website - www.bendigo.vic.gov.au

Privacy and confidentialityProtection of privacy and the confidentiality of personal and/or health information is very important. City of Greater Bendigo policies and procedures comply with current legislation and all client information is treated as strictly confidential. All staff and volunteers are required to sign a confidentiality agreement and to undergo a police check. Community Care staff working with children under 18 are also required to obtain a Working With Children Check.

Clients have the right to access their personal and health information held by the City of Greater Bendigo. Questions regarding privacy and health information policies or access to personal information should be referred to the Privacy Officer during office hours on 5434 6000.

Rights and responsibilitiesClients’ rightsClients have the right to:

• Be treated with respect and courtesy

• Have their needs assessed

• Be part of the decision making process regarding their care plan

• Receive high quality services in a timely and efficient manner

• Have concerns or issues handled fairly

• Make a complaint

• An advocate

• Expect confidentiality will be maintained

• Access their personal information


Clients’ responsibilitiesClients are required to:

• Treat staff with respect and courtesy

• Provide a safe work environment for staff

• Accept responsibility for the consequences of their decisions

• Advise as early as possible requested changes or cancellations of bookings

• Ensure that all personal equipment is maintained in accordance with the manufacturer’s instructions

Your right to refuse serviceIt is the commitment of Aged and Disability Services that every client should be treated with dignity and respect.

You have the right to refuse services at any time.

If in the future you wish to reapply for any service provided by Aged and Disability Services you may do so with assurance that you will not be disadvantaged in any way.

Aged and Disability Services will apply the same eligibility and assessment process as if you were applying for the first time.

Please feel free to discuss your particular circumstances with Aged and Disability Services on 5434 6411.


Summary of services available

Food Services 5434 6430 Meals delivered Monday to Friday, including public holidays

Home Care Refer to zone listing

Monday to Friday (not public holidays)

Men in Sheds 5447 2248 Monday, Tuesday & Wednesday (not public holidays)

Personal Care Refer to zone listing

As arranged, seven days per week

Planned Activity Group

5447 2248 Monday to Saturday (not public holidays)

Property Maintenance

Refer to zone listing

Monday to Friday, weather permitting (not public holidays)

Respite Care Refer to zone listing

As arranged, seven days per week

Seniors Internet Kiosks

5434 6411 As arranged

Telelink Services 5434 6410 Monday to Friday (not public holidays)

Transport Program 5434 6418 Monday to Friday

Volunteer Visiting Program

5434 6455 As arranged


Zone listingHome Care, Personal Care, Respite Care and Property Maintenance services are based on a residential zoning system. All clients are allocated to a zone which is dependent on where they live. Each zone has a contact telephone number which is available for all service enquiries.

To determine your zone please refer to the following table:

Zone one (1) 5434 6423 California Gully, Eaglehawk, Leichardt, Long Gully, Maiden Gully, Marong, Myers Flat, Raywood, Sailors Gully, Sebastian and Woodvale

Zone two (2) 5434 6427 Ascot, Bagshot, Bagshot North, Bendigo, Elmore, Epsom, Fosterville, Goornong, Huntly, Ironbark, Jackass Flat, North Bendigo, Wellsford and White Hills

Zone three (3) 5434 6409 East Bendigo, Kennington and Strathdale

Zone four (4) 5434 6426 Axe Creek, Axedale, Emu Creek, Eppalock, Flora Hill, Golden Square Junortoun, Longlea, Mandurang, Mandurang South, Quarry Hill, Strathfieldsaye, Sedgwick and West Bendigo

Zone five (5) 5434 6425 Big Hill, Golden Gully, Kangaroo Flat, Lockwood, Lockwood South, Ravenswood and Spring Gully

www.bendigo.vic.gov.au

Disclaimer: This guide is for general use only. Details provided are correct at the time of publication and may be subject to change. Published in April 2013.

cogb aged & disability services hacc service guide - published april 2013

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