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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.

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. 

 

 

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.

Blue Gradient

MANAGEMENT

Gina & Paul Robinson

Directors & Proprietors

Yanie Drysdale

General Manager & Authorised Program Officer (APO)

ADMIN

Violeta Taleski

Human Resources Manager

Michelle Annetta

Operations Administration Assistant
 

Grace Caruso

Scheduling Coordinator

Chrisanthi Oudin

Administration Officer

TEAM LEADERS

Janette Robinson
(Acting: 
Paul Warwyluk)

Pearce Place

Anna Dashti

Ilani Street

Duc Tran

Blackman Avenue

WELLBEING

Grace Drysdale

Behaviour Support & Training

Mary Chydiriotis 

Wellness Coach

ACCOUNTS

Lauren Paz

Accounts Officer

PERSONAL SUPPORT COORDINATORS (PSCs)

Emily Mate

Youth Support Unit,
Cause Victoria

Emily Drysdale

SIL & Additional Support Units,
Cause Victoria

SUPPORT COORDINATION & PSYCHOSOCIAL RECOVERY COACHING

Annie Ishmakovic

Team Leader

Emmy Koroneos

Michael Sara

Michelle Trinick

OUR TEAM

business structure

the basics

the basics

The NDIS Quality & Safeguards Commission expects all staff employed under an agency working with the NDIS to comply with the following:

  • Act with respect for individual rights to a freedom of expression, self-determination and decision-making in accordance with applicable laws and conventions.

  • Respect the privacy of people with a disability

  • Provide supports and services in a safe and competent manner, with care and skill

  • Act with integrity, honesty, and transparency

  • Promptly takes steps to raise and act on concerns about matters that may impact the quality and safety of supports and services provided to people with a disability.

  • Take all reasonable steps to raise and act on concerns about matters that may impact on the quality and safety of supports and services provided to people with a disability.

  • Take all reasonable steps to prevent and respond to sexual misconduct

As an AmeCare employee, you are expected to...

  • Respect participants’ rights to freedom of expression, self-determination, and decision making

  • Respect the privacy of people with disabilities and mental health

  • Provide support in a safe and competent manner with due care and skill

  • Always act with integrity, honesty and transparency

  • Promptly take steps to act on concerns about matters that may impact the quality and safety of supports and services provided to participants

  • Take all reasonable steps to prevent and respond to sexual misconduct

  • Adhere to to ALL AmeCare policies and procedures, including following guidelines from relevant support/care plans

  • Take a form of identification to each rostered shift

  • Always provide evidence of shifts delivered to participants. All employees must sign on and off for each shift via the rostering app on their smart devices, and must complete a progress note within 24 hours of the beginning of EACH shift.

  •  Be punctual to every rostered shift; call the participant and the office as soon as practicable to advise if there are any reasons you are delayed.

  • Inform the office with at least 24-hours notice if you cannot attend an allocated shift.

  • Take responsibility to always be aware of and keep up to date with: laws, regulations, OH&S procedures, and changes to policies and procedure.

  • Maintain professional boundaries at all times; you have the responsibility to behave professionally, and NOT engage in activities outside the parameters of the support you are providing

  • Do not use your mobile phone for personal use whilst on rostered time – only use your phone for professional/necessary reasons e.g. calling the office, completing progress notes, logging in and out of your shift, or at the participant’s request (for example, internet search for movie times)

  • Respect participants’ cultural, linguistic, religious, and spiritual preferences and background

  • Maintain a working environment where support services can be delivered safely and effectively

  • You are not permitted to smoke on your rostered time (unless you are on an allocated break time)

  • Under no circumstances are you to engage in bullying, or make disrespectful/invalidating comments or judgements about the participants you support

  • Staff are not to discuss any dissatisfaction or concerns about AmeCare with other staff (i.e. engage in unsolicited gossip)

on the job policies

on the job

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.

phone use, personal calls & internet use

  • Mobile phones are to be on silent for the duration of your shift, and may not be used to make personal phone calls or messages or use social media. You may ONLY use your phone when:

    • logging on and off your shift

    • speaking with management/admin if there are concerns relevant to your shift

    • writing progress notes and/or referring to client profiles

  • Under NO CRICUMSTANCES are staff to write anything about AmeCare or participants on their personal social media platforms.

    • 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.

** You will receive a written warning for unauthorised/inappropriate phone use (ref: warnings)

social media & privacy

The role of a community 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.

  • These photos need to be uploaded according to the guidelines mentioned in the Evernote/progress note policy. Once the photos have been given to management or a member of administration ALL staff MUST delete the photo from their phones/cameras etc.

  • 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.

NDIS Screening Check

on the job procedures

rostering app (brevity)

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). 

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.

Video: How to use the mobile Brevity App

** If the video requires a password, enter 'Brevity3083'

** If you have any queries about Brevity, email admin@amecare.com.au

brevity

supporting clients

supporting clients
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  • 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

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

  • PAPER: Fill out a Complaints & Feedback form (template available in this handbook; our accommodation settings will have some form of suggestion/feedback box that you can also use).

  • WEB: Submit a Complaints & Feedback form via our website:

  • TALK: You can call the office and speak directly to a member of staff that you feel comfortable talking to (either admin team or management). You can arrange to come visit the office to chat, or drop in anytime during business hours (however, if you do drop in unannounced, you may not be able to talk to the person you want).

e.g., gross misconduct

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how to support someone to make a complaint or provide feedback

  • 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 

risk & infection control

risk & infection control

situational risk assessments

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

You 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)

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to clarify any of the information, please contact us.

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