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You're a gem...

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In the spirit of reconciliation AmeCare acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community.

We pay our respect to their Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples today.

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​​​​​We value diversity and equity and will not tolerate any form of direct or indirect discrimination against any person on the grounds of age, disability, gender, sexual orientation, marital status, pregnancy, race, religion or beliefs. â€‹â€‹

DISCLAIMER: CONFLICT OF INTEREST

​​

All NDIS participants must be treated equally and not given preferential treatment above others. Employees must declare all potential, perceived and real conflicts of interest that could impact upon how they deliver services to any and all relevant current or prospective participants.

workplace contacts

RELEVANT CONTACTS

HEALTH & WELLBEING

​​

Emergency Services ​(Police, Fire, or Ambulance)

  • Call 000

​

Locum Doctors

  • 13SICK - Call 13 74 25

  • Doctor Doctor - Call 13 26 60

​

Nurse On Call

  • Call 1300 60 60

​

Poison Control

  • Call 13 11 26

​

Lifeline

  • Call 13 11 14​

Mental Health Triage

  • North: Call 1300 874 243

  • West: 1300 657 259

  • East: 1300 721 927

  • South: 1300 369 012

MAINSTREAM, COMMUNITY & GOVERNMENT ORGANISATIONS

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NDIS Quality & Safety Commission (NQSC)

  • Call 1800 035 544

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Consumer Affairs Victoria

  • For tenant-related enquiries, call 1300 55 81 81

  • For Office of the Public Advocate (OPA) and the Community Visitors (CV) program, call 1300 309 337

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Social Services Regulator

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Department of Family, Fairness & Housing (DFFH)

  • Call 03 9412 5323

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Victorian Civil & Administrative Tribunal (VCAT)

  • For Guardians/Administrators, call 03 9628 9911

  • For Civil Disputes, call 03 9628 9830

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State Trustees Limited (STL)

  • Call 03 9667 6466

​​

FairWork Australia Ombudsman 

  • Call 13 13 94

​

WorkSafe

  • Call 132 360

​

Victorian Disability Workers Commission (VDWC)

  • To make a complaint or notification about a disability worker, via: 

  • Online Form 

  • Call 1800 497 132

ESSENTIALS

documentation & screening

  • All employees of AmeCare will be required to undergo a criminal records office check.

  • This is because your employment with us means you are likely to come into contact with children or vulnerable adults (or certain other particular circumstances).

  • You must provide a police check that is not older then 3 months prior to commencement with AmeCare.

  • Employees must also take responsibility for renewing your police check every three years.​

  • Relevant policies to be familiar with:

    • ​Valuing Diversity & Dignity at Work

    • Rights of Staff

    • Training & Development

    • Safety, Health & Wellbeing​

Induction Policy

photos & social media

  • The role of a support worker includes community participation, assessing and working on independence, and may include tasks such as personal and domestic care.

  • We encourage members of staff to take photographs of participants in appropriate settings i.e. Melbourne zoo, go-karting, or achieving a new goal.

  • Any photos taken of the participant or photos that include the participant or any member of AmeCare MUST NOT be uploaded onto social media. This is to ensure the privacy of the participant you are supporting and protects them from any violations.

privacy & confidentiality

  • It is a condition of your employment that you have a duty of confidentiality with regards to AmeCare participants, files and any other sensitive information.​

  • During your employment you may find yourself in possession of sensitive information, the disclosure of which could be construed as a breach of confidentiality.​

  • It is a condition of your employment that you have a duty of confidentiality to the Company, and you must not discuss any Company sensitive or confidential matter whatsoever with any outside organisation including the media.​

  • Any such breach of confidentiality would be deemed as gross misconduct except as otherwise provided or as permitted by any current legislation (i.e. The Disability Act 2006 or the Privacy Act 1988) and could lead to your dismissal.

personal appearance

  • AmeCare does not seek to inhibit individual choice in relation to your appearance.

  • However, employees are expected to dress appropriately at all times in relation to their role; as well as ensure that personal hygiene and grooming are properly attended to prior to presenting at work.

  • If you have any queries about what is appropriate, these should be directed to your line manager.

phone & internet use

  • Mobile phones are to be on silent for the duration of your shift. Strict guidelines apply to personal phone calls and/or messages. 

  • Do not use social media platforms whilst on shift and accountable to clients.  

  • Employees may ONLY use their personal phones when:

    • logging on and off shifts

    • speaking with management/admin if there are concerns relevant to their shifts

    • writing progress notes and/or referring to client profiles

  • AmeCare has an organisational Instagram and Facebook group (@amecare_gems) that you are welcome to connect with and communicate on, as this is monitored closely to ensure only people known to AmeCare have access.

  • Our employees must not use any household Wi-Fi or internet to:

    • Download or upload obscene, offensive or illegal material

    • Send confidential information to unauthorized recipients

    • Invade another person’s privacy and sensitive information

    • Download or upload movies, music and other copyrighted material and software

    • Visit potentially dangerous websites that can compromise the safety of our network and computers.​​

Employees will receive a written warning for unauthoriseD or inappropriate phone use

 

Refer to 'warnings' for more information

confidentiality

ndis screening check

  • ​All AmeCare employees are required to obtain an NDIS Worker Screening Check by the NDIS Commission stipulated guidelines:

  • NDIS workers who have been screened by their employer under Victoria's Safety Screening Policy prior to 1 February 2021, but do not have a WWCC, can continue to work without an NDIS Clearance if they apply for an NDIS Check by 31 January 2022. 

  • NDIS workers who met the requirements of Victoria's Safety Screening Policy prior to 1 February 2021 and have a WWCC can continue to work, but must obtain an NDIS Clearance before their WWCC expires. 

  • All new workers are required to obtain an NDIS Clearance before they start work in a risk assessed role with a registered NDIS provider. This includes workers who are starting with a new employer.​

INSTRUCTIONS​

  • ​Prior to/at induction, all employees are to visit the following website and complete an NDIS Worker Screening Check application



     

  • Employees need to use the following NDIS Provider Number to ensure they have chosen AmeCare as their listed agency:​

    4-433C-1897 

phone & internet use

privacy & social media

appearance

policy & procedure

code of conduct

ethics, aims & goals

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policy & procedure

The policies and procedures referenced in this handbook have been developed for AmeCare Solutions Pty Ltd (trading as AmeCare). 
 

They are designed to outline the practices which are carried out across AmeCare services to make sure the rights of each participant are upheld.

 

These policies and procedures are based on relevant legislative requirements, regulations, and guidelines for Human Resource (HR) Management, which apply in the mental health and disability sector.

These include:

 

  • National Disability Insurance Scheme (NDIS) Act 2013

  • National Disability Insurance Scheme (NDIS) Rules 2013

  • Health Records Act 2001

  • Mental Health Act 1986 

  • Disability Act 2006

  • Disability Discrimination Act 1992

  • Charter of Human Rights and Responsibilities Act 2006 

  • Social, Community, Home Care and Disabilities Award 2010

  • Aged Care Award 2010

  • Occupational Health and Safety Act 2004 

  • Fair Work Act 2009 

  • Information Privacy Act 2000

  • Child Protection Act 1999

  • Child Wellbeing and Safety Act 2005 

The policies are supported by ongoing staff training and communication with participants. These practice guidelines and procedures will serve as a reference tool for staff with various responsibilities, and assist in maintaining records which can be provided as evidence of compliance with the standards. 

​

This handbook is not a contract, express or implied, nor does it guarantee employment for any specific length of time. 

Although we hope our employment relationship will be long-term, either AmeCare or yourself can end the relationship at any time, with or without notice, with or without reason, to the extent allowed by law (refer to your employee agreement for more information). 

​

This employee handbook supersedes and replaces all previous polices and procedures including, but not limited to, all memoranda or written policies which may have been issued on the subjects covered in this handbook. 

​

The policies included in this handbook are guidelines only and are subject to change as AmeCare deems appropriate and necessary. From time to time you may receive notice of new or modified policies, procedures, benefits, or programs (these will be sent to your allocated work email, not your personal email). 

​

This handbook is a guide for all employees and contractors of AmeCare, all of which hereby understand and accept the risks associated with the role of a support worker for people with disabilities and mental health conditions. 

commitment to child safety

  • AmeCare is committed to upholding and maintaining the safety and wellbeing of all children and young people. We want to promote and protect their rights and maximise participation and empowerment. 

  • We want​ the children and young people we support to be safe, well, happy, and empowered. We support and respect all children and young people, as well as our staff. 

  • AmeCare has zero tolerance of child abuse and neglect. All allegations and safety concerns will be treated very seriously and consistently in line with our robust policies and procedures.

  • We are dedicated to preventing child abuse by identifying risks early and doing what we can to remove and reduce this risks, so far as is reasonably practicable. 

  • We have legal and moral obligations to contact relevant authorities when we are concerned about a child/young person's safety or wellbeing, which we follow rigorously. 

  • All representatives of AmeCare have obligations to act ethically towards children/young people to ensure their safety and wellbeing. 

  • AmeCare have robust human resources and recruitment practices for all employees. We are committed to providing regular training and education for our staff on child safety and risks/signs of abuse. 

  • We are committed to...

    • the cultural safety of children/young people of Aboriginal and/or Torres Strait Islander (ATSI) descent, 

    • the cultural safety of children/young people of culturally and/or linguistically diverse (CALD) backgrounds, and

    • providing a safe environment for children/young people with disability/mental health condition(s). 

  • AmeCare have specific policies, procedures, and training in place that support our employees to achieve and maintain these commitments. 

our policies

Rights and Responsibilities

Incident Management

Transition to and from a Provider

Management of
NDIS Supports

Severe Dysphagia Management

Monitoring and Reporting Restrictive Practices (RPs)

Information Management

Mealtime Management

Manual Handling

Emergency and
Disaster Management

Accommodation Manual

Individual Values
and Beliefs

Waste Management

Specialist Support Coordination (SSC)

Medication Management

Epilepsy Management

Medication Management

Participant Money
and Property

Service Agreements with Participants

Access to Supports

Continuity of Support

Child Safe

Independence and Informed Choice

Quality 

Management

Behaviour Support

Conflict of Interest (for SSC)

 Conflict of Interest (COI)

Complex Bowel Care

Personal Support

Transporting of Participants

Maintenance

Support Planning

Trauma Informed Care

Zero tolerance

of Abuse

Feedback

& Complaints 

Reportable Incidents & Restrictive Practices

Behaviour Support
Plan Implementation

Human Resources
(HR)

Risk Management

Infection Prevention
and Control

OHS and Safe Environment 

Governance and Operational Management

Privacy and
Confidentiality

KEEPING EVERYONE SAFE

manage risk

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assess risk

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control risk

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important guidelines

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​If you are unsure or uncomfortable with any level of risk:

​

  • seek guidance from your direct superior, or

  • call head office on 03 8418 3307.

 

​

If you feel like your life is in immediate danger, call 000.

situational risk assessment

The role of a support worker includes taking reasonable steps to maintain the safety of the person you’re supporting.

​​​

Employees may be required to support someone in multiple environments, which means there may be different risk assessments to complete throughout a shift.

​​​

Potential risk factors include:

​​

  • The physical environment creates a potential for harm

  • Work is undertaken in a range of environments

  • Unknown people are present in the workplace or where work is done

  • People are feeling bored, frustrated, anxious, disinterested, or are substance-affected

  • Communication is difficult or not effective in meeting needs (e.g., person has trouble explaining their feelings or source of discomfort, distress, or illness)

  • Employees are by themselves or isolated

  • Services operate at night

  • Information about client needs or behaviours are not well known, or are not easily accessible

  • What type of support is being provided (e.g., personal care, transport, mobility assistance, toileting, community access, etc.)

  • The way services are delivered contributes to client frustration (e.g., long waiting times, refusing services, uncomfortable/ overcrowded/ noisy environments)

  • Services and clients are not matched effectively

  • New people are introduced to the environment

  • Causes (antecedents or triggers) are unknown or not well understood

  • Employees are assigned work without adequate support (e.g., staffing ratios, supervision or monitoring, information, resources)

infection control

infection control

​Key things support workers can do to minimize risk of infection 

  • Actively use and promote hand hygiene, cough etiquette & respiratory hygiene. These are infection prevention measures to limit transmission of droplet or airborne pathogens, for people that have signs or symptoms of respiratory infection.

    • Covering your mouth and nose with your bent elbow or tissue when coughing or sneezing

      • Then, dispose of the tissue immediately since the droplets spread virus

    • Wash your hands and/or use hand sanitiser every time you touch your mouth or nose

      • Use at least 60% alcohol-based hand rub/sanitiser (minimum % in non-healthcare settings)

    • Comply with mask requirements and recommendations

    • Ensure adequate space for symptomatic persons to sit at least 1.5m away from others​

    • Do not attend work if unwell

  • Employers should provide:

    • tissues and no-touch receptacles for their disposal; and, 

    • access to resources for performing hand hygiene in or near waiting/crowded areas

  • Staff are responsible for ensuring the area and all surfaces identified in the cleaning checklist are free of clutter, and that waste has been disposed of appropriately (especially before a COVID-19 response clean).

    • Identify soft-furnishing and fabric-covered items in use and whether they are high-touch surfaces, if they cannot be wiped clean, washing-machine safe, or steam-clean.

    • For appropriate disinfection, use hot water at a min. of 70.C

    • Dry items completely

      • Allow to dry thoroughly before re-use

    • Launder items under the hottest manufacturing setting (e.g., towels, linen, mop heads, reusable cloths, toys)

      • The same applies to washing crockery and cutlery in the dishwasher

    • Do not shake dirty laundry as this may disperse germs through the air

    • Place all linen and reusable cleaning equipment (e.g., mop heads and cloths) in a plastic bag before removing it from the area.

      • Transport quickly for immediate washing.

managing covid-19

infection outbreaks

  • If you suspect or it is confirmed the person you are supporting has an infectious disease, please follow these steps:​

    • Advise the person you are concerned they are infectious.

      • Try not to alarm them and cause unnecessary anxiety.

    • Access PPE

      • Immediately fit a P2 or N95 mask and gloves (wash hands prior). 

    • Determine the needs of the person your supporting for limiting transmission of infection (isolation, alerting family/friends, providing comfort items, physical distancing). 

    • Linking them in with telehealth consultations 

    • Call Amecare head office and advise them of the suspected/confiemd outbreak.

      • AmeCare employees can obtain travel PPE from head office, upon request).

      • AmeCare may need to report to the Department of Health

reporting an outbreak

  • ​​​Outbreaks of infectious disease (e.g., respiratory illnesses such as  influenza, RSV, COVID-19) or food-borne and water-borne outbreaks (i.e., gastroenteritis) within residential care facilities, health services, workplaces and educational settings should be reported to department - especially if risks related to multiple cases are identified or cases or exposed persons are at high risk of serious disease.​​

  • Outbreaks may be reported:

  • A comprehensive list of conditions/diseases can be found on Department of Health (DoH) website

cleaning protocols

​​​​The following basic principles should be followed:

  • written cleaning protocols should be prepared, including methods and frequency of cleaning

    • protocols should include policies for the supply of all cleaning and disinfectant products

  • standard precautions (including wearing of personal protective equipment [PPE], as applicable) should be implemented when cleaning surfaces and facilities

    • (see ‘Standard and additional precautions’)

  • cleaning methods should avoid generation of aerosols

  • all cleaning items should be changed after each use and cleaned and dried before being used again.

    • They should also be changed immediately following the cleaning of blood or body fluid/substance spills.

    • Single-use cleaning items are preferred, where possible, such as lint-free cleaning cloths

  • sprays should not be used, because they can become contaminated and are difficult to clean.

    • Sprays are not effective, as they do not touch all parts of the surface to be cleaned

  • detergents should not be mixed with other chemicals

  • all cleaning solutions should be prepared fresh before use.​

  • Note:

    • Most disinfectants can be disposed of through the sewer system by running cold water into the sink, before pouring the disinfectant into the sink.

    • Leaving the cold water running for a few moments after the disinfectant has been disposed of dilutes the disinfectant.

  • COVID-19 deep-cleaning schedule provided to cleaners using:

cleaning (infection risk)

  • Cleaning is important for infection control – particularly in work areas – because of deposits of dust, soil, and microbes on surfaces can transmit infection.

  • If you are working with someone that is high-risk of transmitting infection (e.g., respiratory illness, incontinence issues) the procedure is to contact the office and arrange a time to come and collect a travel kit to keep in your car.

  • As required, the kit can include:

    • Hand santiser ​

    • Disposable gloves 

    • Protective eye-wear 

    • Plastic bags or slide sheet 

    • Biohazard bag

    • Disposable face masks 

    • Disposable gown 

    • Disinfectant wipes 

    • N95 or P2 mask 

    • Hand lotion/Body wash 

contamination methods

Infectious diseases can be spread from person-to-person in several ways:

​

  • Inhalation (airborne droplets)

    • Infection is spread through:

      • coughing

      • blowing the nose

      • sneezing

      • talking​

​

  • Indirect Contact (with contaminated items or surfaces)

    • viruses, bacteria, or parasites are passed from hands to surfaces such as:

      • ​tap handles ​

      • toothbrushes 

      • reusable towels 

      • nappy changing areas 

      • toys/household eequipment 

      • food being prepared 

​

  • Direct Contact (infected blood or bodily fluids)

    • infection is transmitted through:

      • broken skin

      • needle-stick type injuries

      • splashes to mucous membranes (e.g., tongue, eyes, nostrils)​

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High-touch surfaces are used often by multiple hands. they are at higher risk of contamination (spreading germs)

​​

minimal-touch surfaces are used less often (e.g., glass windows, ceilings, curtains, floors). they may not need to be cleaned unless visibly soiled.

All waste should be stored in secure areas until collected.

ppe key points

Personal Protective Equipment (PPE):

  • Can be single-use, reusable, and/or approved for extended use.

    • Always check the manufacturer’s recommendation for use.

  • A face mask can be worn until damp or uncomfortable, or if clinical care may be compromised (i.e., a patient in hospital receiving oxygen)

  • Children >2 years should not wear a face mask covering due to choking and strangulation risks

  • Avoid touching PPE in use (e.g., readjusting eyewear or mask).

    • If PPE needs to be touched, perform hand hygiene before and after doing so.

  • Always change gloves between duties/attending to people, and perform hand hygiene in between

  • Remove and change gloves if they become contaminated during client care

  • Use latex or nitrile (if latex allergy) gloves

    • Do not use vinyl gloves

​​

Donning & Doffing (simplified guide)

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fit testing is a standardized procedure for testing the seal of a p2/n95 mask

 

​​A fit-test does not remove the need for a fit-check with each mask use

fit checking process

  • This is the process of ensuring a P2/N95 respirator achieves a good seal once it has been applied, and should occur each time a respirator/mask is donned (even if fit-testing has previously been undertaken)

  • If you have facial hair (including 1-2 day stubble), be aware that an adequate seal cannot be achieved between the P2/N95 respirator and wearer’s face. The wearer must either shave or seek an alternative protection.

  • Procedure for fit-checking (for N95 respirators):

  • Place the respirator on the face so the top rests on your nose and the bottom is secured under your chin

  • Place the top strap or ties over the head and position it high on the back of the head

  • Pull the bottom strap over your head and position it around your neck and below your ears

  • Place fingertips from both hands at the top of the nosepiece. Using two hanfs, mould the nose area to the shape of your nose by pushing inward while moving your fingertips down both sides of the nosepiece

  • Check the negative pressure seal of the respirator by covering the filter with both hands or a non-permeable substance (e.g., plastic bag) and inhaling sharply. If the respirator is not drawn in towards the face, or air leaks around the face seal, readjust the respirator and repeat process, or check for defects in the respirator.

  • Always refer to the manufacturer’s instructions for fit-checking of individual brands and types of P2/N95 respirators.

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​​Donning & Doffing (in-depth guide)

worksafe guides

Working Alone 

Handling wheelchairs in & out of vehicles

Assisting people in wheelchairs

Transferring People from Beds & Chairs

Supporting people with personal hygiene care

Assisting People who have fallen

Transferring people for toileting & bathing

Occupational Violence

Preventing & Managing Workplace Stress

Moving & supporting people with a disability

ON THE JOB

scheduling & rosters

  • The roster will be published once a week, on a Thursday or Friday (unless otherwise advised)

  • Rosters may be completed a fortnight in advance, usually to accommodate for public & school holidays

  • If you receive your roster and you are unable to attend any shift, you MUST let admin know within 24 hours of the roster being published (to give the best chance of your shift being covered).

  • We understand that sometimes “life happens” and you may need to give short notice. We ask that you please give 24 hours notice where possible of any shift changes or cancellations.

  • We do keep a record of how often you cancel shifts late-notice, and too many unexplained cancellations will be subject to disciplinary action.

  • If you do not show up to a rostered shift without advising admin, your shifts will be removed from you until a supervision meeting can be arranged to discuss.

  • All roster and shift changes MUST be facilitated by the rostering team.

  • Please DO NOT attempt to swap shifts with anyone else on the rostering app. The majority of our participants have complex support needs and often have a regular team of staff, so admin must be aware of who is supporting who at all times.

about the brevity app

  • All employees are responsible for uploading any and all unavailability onto Brevity. Please give as much notice as possible when updating availability (preferably a week’s notice). Brevity gives people the option of logging their availability (i.e., employee is available to work between 9am-5pm) or their unavailability (i.e., employee is not available to work between 5pm-9am). â€‹

  • Please do not “swap” or “offer” your shifts to any other employees on Brevity without verbal confirmation with management (as emails or text messages can be missed). Failure to do so will result in disciplinary action.​

  • Please note:

  • Availability MUST be updated by Wednesday each week, for the following Mon-Sun week. However, as best practice, we recommend you have you availability updated fortnightly.

  • If there is a clash or you are unable to log this correctly, call the office and let us know. We will attempt to fix it and then ask you to try again. 

  • Our admin staff will not be responsible for tracking your availability – YOU are in charge of what days you can work and what times you are unavailable.​

payroll information

  • You must log in and out of the rostering app at the start and end of each shift

  • It each employee's responsibility to ensure this is done correctly for themselves and advise the office otherwise

  • Payroll is processed Monday--Sunday

  • Payroll & accounts will only make payments based on timesheets, which become available after successfully logging your shift

  • If you work outside of your allocated time, and have no notes or authorisation by your line manager, you will not be paid

  • If you do not put a location for KM reimbursement between 10-5km per shift, you will not be paid

  • If you travel less than 10km or more than 50km, without authorisation, you will not be reimbursed for this

  • If you have an unsubmitted time sheet, and have not contacted the office/rostering team to advise of any issues, you will not be paid

  • PaySlips are generally sent out on a Thursday for the previous Monday-Sunday week period, and payment is processed on a Friday

  • Your bank may influence what day you see the funds in your account, however most employees receive their pay on Friday evenings.

  • You will be paid the week after your timesheets are approved.

  • Your first pay will be subject to a weekly time lapse; however each subsequent pay will be on a weekly basis.

video: using brevity

travel & reimbursement

  • Being employed with AmeCare as a support worker involves assisting participants with their independent living skills, and helping them reach and accomplish their NDIS goals.

  • A significant element of this requires staff to be willing to assist participants with community access​

  • Participants may require you to go in a taxi or on public transport with them, as well as take them to various appointments, programs, and events using your personal vehicle.

  • Please specify upon induction what vehicle you have (e.g. how many seats, hatchback/sedan/ute, whether you have a baby seat installed, etc). This crucial information to help us determine which participants you are able to support.

​​​​

Reimbursement for travel

  • The reimbursement rate for travel is 0.80 cents per kilometre travelled.

  • You can claim a minimum of 10km and maximum of 50km per shift. Anything outside of this is your personal responsibility to claim on tax.

  • Over 50km claimed per shift need to be either prior-approved by management (e.g. to go on a day-trip) and, if not, will be investigated before being approved.

  • If you travel over 50km without prior approval, there is no guarantee that this will be reimbursed back to you.

​PLEASE NOTE

​

AmeCare is not responsible for covering the costs for situations including, but not limited to:

  • Purchasing or maintaining a Myki card

  • Accompanying a participant to a place with entry fees, ticket pricing, or admission costs and the participant does not hold a valid Companion Card

  • Parking tickets, including parking fines

 

In these situations:

  • You will be provided an AmeCare ID card and lanyard that may assit you with entry

  • You will need to negotiate about costs with the participant directly (e.g. plan ahead and assist with budgeting).

  • You may need to support the participant in applying for a companion card.

  • If you have sought and been given approval for reimbursement, receipts need to be given to your house manager/team leader or directly emailed to our accounts person/s

schedules & payroll

DISCIPLINARY ACTION

warning notices

This list is not exhaustive. all occasions warrant a full and proper investigation to determine appropriate action is taken.

  • ​​​​Verbal Warning

    • When is it necessary for the manager in charge to take action against the employee for any minor failing or minor misconduct

  • ​​​1st Written Warning

    • a verbal warning has not been heeded and the misconduct is either repeated, or performance has not improved as previously agreed

    • an offence is more serious nature & a written warning is most appropriate

    • recurrence or accumulation of an offence that, if left, will lead to more severe disciplinary action​​

  • 2nd Written Warning

    • a verbal warning has not been heeded and the misconduct is either repeated, or performance has not improved as previously agreed

    • recurrence or accumulation of an offence that, if left, will lead to more severe disciplinary action​​

  • Final Written Warning

    • An offence is of a serious nature falling just short of one justifying a dismissal

    • An employee persists in the misconduct which previously warranted a lesser warning​​

  • Dismissal

    • An employee’s behaviour is considered to be Gross Misconduct

    • An employee’s misconduct has persisted, exhausting all other lines of disciplinary action​

  • ​Letters of warning that are given to Employees must contain and/or adhere to the following:

    • Issued within 7 days of the date of the disciplinary meeting

    • The nature of the offence and, where appropriate, details of more severe disciplinary action if further misconduct occurs

    • Period of time given to the employee for improvement

    • The employee’s right to appeal to the manager directly above that of the one issuing the warning

    • A copy of the warning and any supporting documentation must be attached to the individual’s personnel file; the employee must also receive a copy of the warning in which case any written warning will be sent to their home address by recorded deliviery, if not handed to them in person

  • In the case of a final written warning, reference must be made to the fact that:

    • any further misconduct will lead to dismissal

    • the employee’s right to appeal; and details of how to make an appeal

  • In the case of a dismissal, the letter will contain the following information:

    • The reason for dismissal and any administrative matter arising from the termination of their employment

    • The employee’s right to appeal; and details of how to make an appeal​

  • Time scales* for the expiry of warnings​​​

    • ​Verbal Warning

      • 6 months

    • 1st & 2nd Written Warnings

      • 2 months from the date of each warning

    • Final Written Warnings

      • 18 months (or as agreed to and recorded at formal meeting)​

re: time scales - under the provision that, during that period of time, no further warnings have been issued in respect to the employee's contact.

warnings

ending agreements

  • Unless your employment is terminated by agreement, or specified otherwise in your principal statement of terms and conditions, you or AmeCare are required to give a period of notice in writing as follows: 

    • one week's notice after one month's employment

    • two weeks after one year but less than three

    • three weeks after three years and up to 5 years

    • For more than 5 years of service, 4 weeks’ notice must be given to AmeCare â€‹

  • These periods of notice will apply if you are dismissed on grounds of inefficiency or if your dismissal is the result of disciplinary proceedings in circumstances where summary dismissal is not justified.

  • Your employment may be terminated without notice where dismissal follows disciplinary proceedings.

making appeals

  • Every employee has the right to appeal against the outcome of a disciplinary outcome meeting.

  • The basis of an appeal usually relates to one of the following areas:

    • that the Companys' Procedure had not been followed correctly

    • that the resulting disciplinary action was inappropriate

    • that the need for disciplinary action was not warranted

    • that new information regarding disciplinary action, has arisen

  • An appeal should be put in writing. The letter of appeal may be constructed by the employee or their representative.

  • The letter should contain the grounds for appeal and should be lodged within 10 days of receipt of the warning / dismissal letter.

  • ​An appeal will be arranged within 20 working days of receipt of the appeal letter.

  • ​In the case of verbal and first warnings

  • ​the appeal will be heard by the manager next in line to the one who issued the warning.​​

  • In the case of appeals against Downgrading, Final Warnings and/or Dismissal

  • The hearing and determining of appeals against final warnings and dismissal will be heard by the appropriate Director or Chief Executive. They may also involve another senior manager / Director not previously involved with the case.

  • When dealing with an appeal against a Final Warning or Dismissal written statements of case may be submitted no later than 2 days prior to the date of Appeal Hearing. No additional written evidence will be admitted by the Appeal Committee on the date of the Hearing.

  • Witnesses may be required by either party at an appeal hearing, dependent upon the circumstances and nature of the case. However, there is no specific obligation on either party to produce a witness. Either party must give 5 days prior notice that they intend to call specific persons involved or associated with the case under consideration.

  • It is the responsibility of the management representative and for the appellant to each arrange for the availability and attendance of any witness they wish to call.

minor misconduct

Examples:

  • Persistent lateness / poor time-keeping

  • Absence from work, including leaving work during rostered time without valid reason or authorisation

  • Unauthorised/ inappropriate phone use

  • Incompetence / Failure to work in accordance with prescribed procedures

  • Unreasonable standard/s of dress or personal hygiene

  • Failure to observe company regulations and procedures

  • Bullying, abuse, and/or violence toward staff, client, or any other persona associated within the AmeCare network

major misconduct

Examples:

  • Three (3) incidences of minor misconduct

  • Breach of confidentiality, prejudicial to the interest of the company

  • Being unfit for duty as a result of misuse/ consumption of drugs and/or alcohol

  • Refusal to carry out a management directive which is within the individual’s capabilities, and which would be seen to be in the interests of the company

  • Breach of confidentiality/ security features

  • Bribing or attempting to bribe another individual; personally taking or knowingly allowing another person to take a bribe

  • Breach of confidentiality/ security features

  • Bribing or attempting to bribe another individual; personally taking or knowingly allowing another person to take a bribe

  • Physical assault; breach of the peace; verbal abuse

  • False declaration of qualifications or professional registration

  • Theft, including unauthorised possession of company policy

  • Physical assault; breach of the peace; verbal abuse

  • False declaration of qualifications or professional registration

  • Failure to observe company rules, regulations, or procedures

  • Willful damage of property at work

  • Incompetence; failure to apply sound professional judgement

SUPPORTING CLIENTS

when to suspect abuse

  • ​​Injuries are difficult to account for as being accidental

  • Client is evasive, embarrassed or ashamed of the injuries

  • Injuries are on an area of the body usually covered by clothing

  • There was a substantial or unexplainable delay between the time of injury and presentation for treatment

  • An accompanying partner wants to speak for the client or insists on staying close to the client

  • There has been repeated use of accident and emergency services

  • Medical history reveals many ‘accidents’ and injuries of suspicious origin

  • The client has vague complaints or pain without a physiological cause

  • There are suicide gestures or attempts

  • There is alcohol or drug use​

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AmeCare has a Zero Tolerance policy for abuse and neglect. We actively work to minimise and safeguard against abuse and neglect for all our participants. â€‹

crisis support

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crisis support
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incidents

reporting abuse

Victoria Police​

24/7

​

  • Call Triple Zero (000) if an incident is life-threatening, needs immediate police attendance, a crime is happening right now, or an offender is (or may be) still in the area.
  • Call the Police Assistance Line (131 444) to report non-urgent crimes and events. 
  • Find your nearest police station (click here

​

National Quality & Safeguards Commission (NQSC)

Monday to Friday, 9am-5pm

​

Crime Stoppers 

To report crime information confidentially.

Note: this is not an emergency response service. ​

  • Call: 1800 333 000

  • Make an online report (click here)​

​

Sexual Assault Crisis Line

  • Call: 1800 806 292​

​

Child Protection (for children under 17)

Department of Families, Fairness and Housing (DFFH)

  • Call: 131278​

​

Elder Abuse Line

  • Call: 1800 353 374 

managing incidents

  • It is the responsibility of each employee to report any hazards, incidents, or injuries irrespective of how minor they may be.

  • Any incident involving a participant, employee, students, volunteers, members of the community, or other employees MUST be reported to management (ref: contacts). 

    • This includes each time emergency services is called to your place of employment.​​

​

REMEMBER

​

  • Every situation and person is going to be different and unique

  • It is not uncommon to see a combination of different reactions 

  • These are complex situations that do not always have simple solutions

  • You are not expected to be able to handle or deal with abuse or neglect situations alone

important guidelines

​

  1. ​ASSESS & RESPOND
    to immediate safety concerns

  2. TAKE ACTION
    to re-establish a safe environment. 

    This includes crisis management as well as ensuring adequate follow up, e.g. checking in with people involved after the incident as resolved)

  3. INCIDENT REPORT

    To be completed within 24-hours of the incident occurring

  4. FOLLOW UP.

    Management to record details of the incident (including response and action taken) to investigate precursors and minimise likelihood of reoccurrence.

all INCIDENT REPORTS ARE DONE VIA BREVITY​

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complaints & feedback

managing feedback

  • We encourage all employees, staff, participants, and members of the community associated with AmeCare to provide ongoing feedback and, where applicable, make complaints about any part of our service.

  • AmeCare values the way in which we respond appropriately to participants’ complaints in accordance with relevant legislation.

  • Feedback and complaints are used to continually improve and develop AmeCare’s services.

  • The complaints officer at AmeCare is responsible for receiving and rectifying complaints from participants, or anyone else, about any aspect of the operation or service at AmeCare.

    • Participant complaints can be made to any staff member, who will make sure it is documented and reported to the complaints officer.

    • The complaints officer makes sure that AmeCare deals with complaints from participants or complaints made on behalf of participants as quickly as possible.

    • At least once a year the complaints officer reviews serious or ongoing complaints and addresses the cause by taking appropriate action and recording this in the complaints folder, as well as completing any other relevant paperwork (e.g. incident reports).

  • We also send out regular surveys (through SurveyHero) regarding employee and participant satisfaction – you can choose to complete this anonymously​​​

help with a complaint

  • Listen to the complaint or feedback carefully

  • Check that you understand what is being said; ask questions to make sure you understand what the issue is and what the person wants done about the situation

  • Support the person to put their complaint/feedback in writing; check with the person that the written record is a true account of what they have described (e.g. by reading it back to them or geting them to read it aloud)

  • The house manager/team leader/support worker and complaints officer will investigate or take required action within two business days of receiving the complaint

  • The complaints officer/admin team will make sure that a record of each complaint is made, including:

    • who made the complaint?

    • who recorded the complaint?

    • the date of the complaint

    • the topic and details of the complaint (make sure you do not include your own opinions, just the facts and what the complainant says)

    • action/s taken in relation to the complaint

    • the date and method of communication to the complainant

  • As per the admin team/management/complaint officer’s instructions, keep the complainant informed of the progress and any actions being taken to resolve the concerns; inform the complainant of the required action/decision made upon resolution and the reasons why.

  • If the matter is unresolved or the person wants to take their complaint further provide them with relevant contacts 

​​​

make a complaint

​​There are a few ways that you can submit a complaint or provide feedback, and/or support a participant to submit a complaint.

  • PAPER

    • Our accommodation settings have a suggestion/feedback box

  • WEB

    • ​Submit a Complaints & Feedback form via this link

  • PHONE

    • ​Call the office and speak directly to a member of staff that you're comfortable with (e.g., admin team or management). 

  • IN-PERSON

    • You can arrange to come visit the office to chat, or drop in anytime during business hours

      • However, if you drop in unannounced, specific persons may not be available. â€‹â€‹

external agencies

Complaints about NDIS-funded supports and services can be directed to...​​

​​

Complaints about NDIS-funded supports, services, and (specifically) their employees can be directed to...​​

  • Victorian Disability Workers Commission (VDWC)​

advocacy

ndap

The National Disability Advocacy Program (NDAP) provides people with disabilities with access to effective disability advocacy that promotes, protects, and ensures their full and equal enjoyment of all human rights enabling community participation. 

​

For more information about the NDAP, you can download the factsheet (click here).

​

More information can be found about each of the listed services using this website: (click here)

​

​How to find an independent advocate 

​

List of agencies (in Victoria) funded under the NDAP:

  • Action for More Independence & Dignity in Accommodation Inc

  • Action on Disability within Ethnic Communities Inc

  • Association of Employees with Disability Inc

  • Citizen Advocacy Sunbury and Districts Inc

  • Colac Otway Region Advocacy Service

  • Disability Justice Australia Inc

  • Gippsland Disability Advocacy Inc

  • Grampians disAbility Advocacy Association Inc.

  • Leadership Plus Inc.

  • Melbourne East Disability Advocacy Inc.

  • North East Citizen Advocacy Inc

  • Regional Disability Advocacy Service Ltd

  • Rights Information and Advocacy Centre Inc

  • Southern Disability Advocacy Incorporated

  • Southwest Advocacy Association Inc

  • Victorian Mental Illness Awareness Council Inc

  • Villamanta Disability Rights Legal Service Inc

advocacy info

AmeCare wants all of our participants to feel safe and comfortable with the support being provided. Sometimes, participants may need the help of a formal advocate or representative (especially if that person does not have secure informal supports to help with advocacy).

 

Advocates can be used to help someone speak up for their wants and needs, and can also help in situations where someone feels unsafe, abused, exploited or neglected.

​

You can find more information about advocacy, complaints, and feedback processes on our website and staff portal: amecare.com.au

​

If you feel like someone you are supporting would benefit from or needs the support for a formal advocate or guardian, these are some recommended organisations to reach out to: 

​

  • Office of the Public Advocate (OPA)

  • Victoria Legal Aid

    • Phone: 1300 792 387​

    • Website: legalaid.vic.gov.au

  • State Trustees

    • Phone: 1300 138 672​

WORKING
WITH YOU  
 

AmeCare acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea, and community. We pay our respects to their Elders past, present and emerging.

© AmeCare Solutions Pty Ltd
(site created in 2021, latest update February 2026)
ABN: 19 620 924 370

NDIS Provider # 405 002  429 4

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