AbilityCare Support Services During your shift a client named Brian

AbilityCare Support Services During your shift a client named Brian complains about the quality of service he received earlier that day. He believes theres a breach in the care provided to him, he is visibly upset and frustrated. The staff member responsible for his care and supervisor are currently unavailable, so you must handle the situation yourself. The supervisor has accepted your suggestion about having simple, pamphlets that can be given to clients. along with a verbal summary of each. x3 pamphlets a) support services information B)policies and procedures c) insurance providers and full contact details whats required: 1. Write a role play script 5-7 mins to demonstrate effective strategies for conflict resolution. use communication skills and improve work practices to diffuse the conflict situation. refernce material: • Read the role play requirements. Review the code of conduct, communication policy and procedure and the organisations complaints procedure. listed at the end of this brief During the role play: • Greet the client and listen to their complaint, making sure you confirm your understanding of their grievance. • Use communication skills to diffuse the conflict situation. • provide new model of written information to the client and a verbal summary of the formal complaint’s procedure. • Reassure the client that you will follow their issue up with your supervisor and thank them for reporting it. Throughout the role play: • • You are professional and courteous throughout the roleplay. • You use active listening skills to understand the client’s issue. • You use communication skills to diffuse the conflict situation. • You comply with your legal and ethical responsibilities while dealing with Brian’s complaint. . Character instructions for Brian Your assigned role Brian Background information • You have a specific routine that you follow every morning for your comfort and well-being, which is especially important due to your needs. • This morning, your routine was unexpectedly changed, causing distress. • The staff, who usually provide personalised care, seemed inattentive today. • You felt your concerns were not heard when you tried to address them with the staff. • This situation made you feel neglected and increased his anxiety. • You want to discuss this issue with someone in charge to resolve his concerns and ensure your care needs are properly met. Behaviours to display • You are upset showing signs of distress and discomfort. • You are agitated when you learn that the staff member and supervisor are not available. • You demand a resolution to your issue. • You are responsive to the support workers efforts to help you. • You are calmer (although still mildly upset) after talking with the support worker and appreciate their help. Specific instructions During the role-play, you must: • Clearly articulate the nature of the problem, including the specific issues that occurred. • Expect to be listened to and taken seriously, showing signs of frustration or anger if you feel that your concerns are not being addressed. • Respond positively to efforts to diffuse the conflict and address your concerns, showing appreciation and gratitude when you feel that your complaint has been heard and addressed. • Be willing to listen to suggestions and recommendations from the support worker about how to proceed with the complaint and be open to suggestions for how to prevent similar issues from occurring in the future. • Reiterate that you would like your complaint referred to the supervisor for follow-up and resolution. Task B. Character instructions for Brian Your assigned role Brian Background information You have a specific routine that you follow every morning for your comfort and well-being, which is especially important due to your needs. This morning, your routine was unexpectedly changed, causing distress. The staff, who usually provide personalised care, seemed inattentive today. You felt your concerns were not heard when you tried to address them with the staff. This situation made you feel neglected and increased his anxiety. You want to discuss this issue with someone in charge to resolve his concerns and ensure your care needs are properly met. Behaviours to display You are upset showing signs of distress and discomfort. You are agitated when you learn that the staff member and supervisor are not available. You demand a resolution to your issue. You are responsive to the support workers efforts to help you. You are calmer (although still mildly upset) after talking with the support worker and appreciate their help. Specific instructions During the role-play, you must: Clearly articulate the nature of the problem, including the specific issues that occurred. Expect to be listened to and taken seriously, showing signs of frustration or anger if you feel that your concerns are not being addressed. Respond positively to efforts to diffuse the conflict and address your concerns, showing appreciation and gratitude when you feel that your complaint has been heard and addressed. Be willing to listen to suggestions and recommendations from the support worker about how to proceed with the complaint and be open to suggestions for how to prevent similar issues from occurring in the future. Reiterate that you would like your complaint referred to the supervisor for follow-up and resolution. Task B. Character instructions for support worker Your assigned role Support worker Background information A client named Brian, comes to you to complain about the quality of service he received earlier that day. He believes there has been a breach in the care provided to him, and he is visibly upset and frustrated. The staff member responsible for his care is currently unavailable, so you must handle the situation yourself. Behaviours to display You are professional and courteous throughout the roleplay. You use active listening skills to understand the client’s issue. You use communication skills to diffuse the conflict situation. You comply with your legal and ethical responsibilities while dealing with Brian’s complaint. Specific instructions During the role play, you must: Greet Brian and listen to her complaint. Make sure you confirm your understanding of his grievance. Use communication skills to diffuse the conflict situation. Model the new work practice of providing written information (pamphlet) to the client and a verbal summary of the formal complaint’s procedure. Ensure Brian that you will follow the issue up with your supervisor and thank him for reporting it. COMMUNICATIONS POLICY The purpose of this Communication Policy and Procedure is to establish clear and consistent guidelines for communication within AbilityCare Support Services and between employees, clients, their families, and other stakeholders. Scope This policy applies to all employees, volunteers, and representatives of AbilityCare Support Services. Policy 1. Respectful Communication: All communications should be respectful, professional, and in line with our organisational values. This includes interactions with colleagues, clients, their families, and other stakeholders. 2. Confidentiality: Maintain confidentiality in all communications involving client information. Disclose information only to authorised individuals and in accordance with privacy laws and organisational policies. 3. Clear and Effective Communication: Strive for clarity and effectiveness in all forms of communication, ensuring that messages are understood by the recipient. This includes adapting communication methods to suit the needs and preferences of diverse clients. 4. Record Keeping: Keep accurate records of significant communications, particularly those related to client care and decision-making. 5. Use of Technology: Utilise organisational communication channels and technology appropriately, adhering to guidelines for email, social media, and other digital communications. 6. Crisis Communication: In the event of a crisis, follow the designated protocol to ensure timely, accurate, and coordinated communication. Procedures: Internal Communication 1. Meetings: Regular team meetings and briefings should be held to ensure all staff are informed about organisational updates, policy changes, and other relevant information. 2. Emails and Memos: Use emails and memos for formal and official communication. Ensure that the content is clear, concise, and relevant to the recipients. Communication with Clients and Families 1. Initial Contact: Establish clear communication channels with clients and their families from the outset, including preferred methods and times for contact. 2. Regular Updates: Provide regular updates to clients and their families about care plans, changes in service, and any other relevant information. 3. Feedback and Complaints: Encourage and facilitate feedback from clients and families. Respond to complaints promptly and according to organisational procedures. External Communication 1. Media and Public Statements: Designate authorised spokespersons for media interactions. All public statements must be approved by the designated authority within the organisation. 2. Collaboration with Other Organisations: When communicating with other organisations or agencies, ensure that information sharing is in line with privacy laws and organisational agreements. Reporting and Compliance 1. Incidents and Breaches: Report any communication incidents or breaches of policy in accordance with organisational procedures. 2. Training: Provide regular training to staff on effective communication techniques and the importance of adhering to this policy. Review This policy will be reviewed annually to ensure it remains current and effective in facilitating high-quality communication within AbilityCare Support Services. COMPLAINTS PROCEDURE At AbilityCare Support Services, we take complaints seriously and aim to resolve them promptly and fairly. If you have a complaint, we encourage you to raise it with us so that we can work to resolve the issue and improve our services. Here are the steps you can take: 1. Talk to your personal care assistant or any member of staff about your complaint. They will listen to your concerns and try to resolve the issue immediately. 2. If the staff member is unable to resolve the issue, they will refer you to the shift supervisor. The shift supervisor will listen to your concerns and investigate the matter further. 3. If you are not satisfied with the response, you may submit a formal complaint in writing to the service manager. Please include details of your complaint, such as the date of the incident, the names of the staff involved, and any other relevant information. 4. The service manager will acknowledge your complaint within 5 working days of receiving it and will provide you with an estimate of how long it will take to investigate your complaint. 5. The service manager will investigate your complaint and provide a written response within 3 working days of receiving your complaint. The response will include details of the investigation, any action taken, and any recommendations made. 6. If you are not satisfied with the response, you may escalate your complaint to the NDIS Commission. The NDIS Commission is the regulatory body for service providers who are funded by the NDIS. CLIENT RIGHTS POLICY AND PROCEDURE Purpose The purpose of this policy is to affirm and protect the rights of all clients receiving care and support from AbilityCare Support Services. Scope This policy applies to all employees, volunteers, and representatives of AbilityCare Support Services and covers all aspects of service provision. Policy 1. Respect and Dignity: All clients will be treated with respect and dignity, acknowledging their individuality and cultural background. 2. Quality of Care: Clients have the right to receive high-quality care that is safe, effective, and tailored to their individual needs. 3. Privacy and Confidentiality: Clients’ privacy and confidentiality will be respected and protected at all times, in accordance with privacy laws and organisational policies. 4. Informed Consent: Clients have the right to be fully informed about their care and to give informed consent for all treatments and services. 5. Participation and Choice: Clients have the right to participate in decisions about their care and to make choices about their treatment and lifestyle. 6. Communication: Clients have the right to receive information in a format that is accessible and understandable, and to be listened to. 7. Complaints and Grievances: Clients have the right to raise concerns or complaints about their care, without fear of retribution or discrimination. Procedures: Upholding Client Rights 1. Staff Training: Ensure all staff are trained and understand the importance of upholding client rights in all aspects of care. 2. Client Orientation: Inform clients and their families about their rights at the outset of service provision. Privacy and Confidentiality 1. Information Handling: Manage client information with strict adherence to confidentiality protocols and privacy legislation. 2. Access to Records: Allow clients access to their own records in accordance with legal requirements. Informed Consent 1. Consent Process: Ensure informed consent is obtained for all treatments and services, documenting this process as required. Participation and Choice 1. Care Planning: Involve clients in the development and review of their care plans. 2. Respecting Choices: Respect clients’ choices and preferences in all aspects of their care. Communication 1. Accessible Information: Provide information in formats that are accessible to all clients, including those with disabilities. Complaints and Grievances 1. Complaints Procedure: Have a clear and accessible procedure for clients to make complaints. 2. Resolution Process: Address complaints promptly and fairly, with a focus on resolution and client satisfaction. Review and Reporting 1. Regular Reviews: Conduct regular reviews of the implementation of this policy. 2. Feedback and Improvement: Use client feedback to continuously improve service provision and client rights protection. Review This policy will be reviewed annually to ensure it remains relevant and effective in protecting and upholding the rights of clients CODE OF CONDUCT This Code of Conduct outlines the standards and principles that govern the behaviours and practices of all employees, volunteers, and stakeholders at AbilityCare Support Services. Our commitment is to ensure the highest level of integrity and ethical standards in delivering aged and disability support care across Australia. Principles 1. Respect and Dignity: Treat all clients, their families, and colleagues with respect, dignity, and compassion. Acknowledge and honour the diverse backgrounds, beliefs, and cultures of those we serve and work with. 2. Quality of Care: Provide high-quality care that is responsive, safe, and supportive. Ensure that care services are tailored to meet the individual needs and preferences of our clients. 3. Privacy and Confidentiality: Maintain the highest standards of privacy and confidentiality. Protect client information and only share it in compliance with legal requirements and with the consent of the individuals involved. 4. Professional Conduct: Display professionalism in all aspects of work. This includes maintaining appropriate boundaries, displaying a positive attitude, and upholding the values of AbilityCare Support Services. 5. Compliance and Integrity: Adhere to all relevant laws, regulations, and policies. Act with integrity, honesty, and ethical behaviour in all interactions. 6. Communication: Communicate clearly, effectively, and sensitively. Listen actively to the needs and concerns of clients and colleagues, ensuring that communication is accessible and understandable by all. 7. Continuous Improvement: Engage in ongoing professional development and training. Strive for continuous improvement in all areas of service delivery and personal performance. 8. Teamwork and Collaboration: Work collaboratively with colleagues, families, and other care providers to deliver coordinated and comprehensive care. 9. Health and Safety: Prioritise the health and safety of clients and colleagues. Follow all safety protocols and report any concerns or incidents promptly. 10. Accountability: Take responsibility for actions and decisions. Be accountable for the impact of behaviour on clients, colleagues, and the organisation. Application This Code of Conduct applies to all employees, volunteers, and stakeholders of AbilityCare Support Services. Adherence to these principles is essential to maintain the trust and confidence of those we serve and work with. Reporting and Compliance Any breaches of this Code of Conduct should be reported immediately. AbilityCare Support Services is committed to investigating all reported incidents and taking appropriate action. Review and Amendment This Code of Conduct will be reviewed regularly and may be amended to reflect changes in legal requirements, organisational policies, or community expectations. RESOURCES TO REFERENCE IN WRITING SCRIPT

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