Agency Means Another Organisation Or People That Will Help

CLIENT HANDBOOK

July 2004

of 14 In this book you may find words that are written in Italics. These words are explained in this list.

Advocate - means someone to help you make decisions. This person is not from SensWide.

Agency – means another organisation or people that will help.

Committee of Management - means the board or people who decide what SensWide will do.

Competitive Employment Training and Placement Service (CETP) – means people who help people with disabilities (Deaf, Blind, hard of hearing or vision impaired) to find a job.

Complaint – means when you say when you are not happy.

Consultant – means SensWide staff.

Client – means people who get help from SensWide.

Employer – means boss, supervisor or manager.

Employment - means work or job.

Employment Assistance Plan (EAP) – means a paper plan to say what SensWide and you will do together to help in finding a job.

Referred – means agency that gives your name to another agency to ask if they can help you.

Responsibilities - means things you must do.

Rights – means things SensWide must do for you.

Workplace – means your work or work area.

This book was written by the staff and clients of SensWide.

If there is something that you do not understand in this book, please ask SensWide staff or someone to help you understand.

of 14 CLIENT HANDBOOK

Table of Contents

1. Access to service Who get help from SensWide? How can I finish with SensWide?

2. Individual needs of each person How to get the help I need from SensWide.

3. Decision making and choice Each person has the right to make choices and help to decide what they want to do.

4. Privacy, dignity and confidentiality How SensWide treats all people equally and keeps information private.

5. Accurate, relevant assistance The quality of information, advice and assistance provided by SensWide.

6. Prompt and fair service How SensWide will deliver their service to the employers and me.

7. Participation and integration Being involved in the community and working with people who do not necessarily have a disability.

8. Complaints and concerns What to do if I am not happy with SensWide or have a problem with SensWide?

9. Valued Status: Employment conditions and training support Things I should have in my job.

10. Service Management and the Board Who looks after SensWide and how can I be involved?

11. Rights and responsibilities; Protection of human rights & freedom from abuse What can I get from SensWide and what must I do?

12. Responsible Advertising Advertising in an honest way.

This handbook is based on the Disability Service Standards of the Department of Family and Community Services and the Code of Conduct of the Department of Employment & Workplace Relations.

Please ask your consultant if you would like a copy of either of these documents.

of 14 1. ACCESS TO SERVICE

Entry to the Service Who get help from SensWide?

SensWide will give service to any person who is Deaf, hard of hearing, blind or vision impaired or deafblind and:

 Centrelink say you are allowed to get support (SensWide can help you to contact Centrelink)  Want to get a job or do training  Need help to get a job or do training  Want to work in metropolitan Melbourne.

To join SensWide you will need to talk to the intake consultant who can help you with forms and paperwork. If there are more people wanting to join SensWide than resources available, service will be given in order of waiting list. If you are about to lose your job, SensWide will make it a priority to help you keep your job.

Please ask your consultant for a copy of the Service Access Policy if you want more information about joining SensWide. Or you can look at the policy on the website www.senswide.com.au

Exit from the Service How can I finish with SensWide?

SensWide services will stop for people if:  They no longer need help from SensWide.  They have moved into another state.  They want to leave the service.  They find an agency that will assist them better than SensWide.  The person does not come to all meetings, and keep to their responsibilities.

You can ask to finish with SensWide anytime. You will then get a letter to say that your file at SensWide is closed.

If you are not happy with a decision made by SensWide when you are joining the service or leaving the service, you have the right to appeal the decision. This means you have the right to ask for the decision to be changed. You can do this through the Grievance Procedure. The Grievance Procedure is explained in chapter 8 of the handbook, or you can find it on the website www.senswide.com.au

2. NEEDS OF THE INDIVIDUAL How to get the help I need from SensWide.

This is to make sure that each person with a disability will get the service that they need, to make sure that each person will meet their goals.

SensWide will make sure that:

of 14  Each person can choose if they want support from a family member or another person (advocate). You can look at the Advocacy Policy for more information on the website www.senswide.com.au.  Services will be provided in a way that best meets your needs.  Each person will have an Employment Assistance Plan (EAP) that will be looked at often. We will talk about this more in the next section.  Each person will get all information in the way they want, eg. English, Auslan, Signed English, languages other than English, Braille, taped, computer disk or large print.  A Consultant who understands the person’s disability and background will work with them  SensWide employs both males and females, and clients can ask to work with anyone they choose.  An interpreter will be used for any person who prefers to speak in any language other than English (Deaf people can use Auslan Interpreters).

3. MAKING DECISIONS AND CHOICES Each person has the right to make choices and help to decide what they want to do.

SensWide is committed to helping you have a say about the service you get.

To make sure that each person can choose and decide what they want to do:

 Each client can choose how they want information: printed in Braille, large print, on tape or Compic or any other alternative format.  Each client will have the opportunity to answer a survey every year to show whether they are happy with SensWide.  Clients will help with a self-assessment and can get help from someone independent from SensWide in order to finish the assessment, if needed.  SensWide encourage people to make choices about what they would like to do, by using the EAP.

Development of the EAP

 Job-seeking clients of SensWide Services must have a current, relevant and effective Employment Assistance Plan (EAP).  This will be developed between the Employment Consultant and the client to best match the needs and the requirements of the job seeker. The client or staff member may request the input from a parent, other family member, or advocate.  The EAP will be developed within six weeks of the client’s acceptance into a job- seeking program. The negotiation of the content shall be formalised once the staff member and client have met at least twice to discuss realistic work options and goals.  It will be dated and signed off by all parties. A copy will be kept in the file and also given to the client.

 The EAP should be tailored to the individual needs of the client and can address issues such as:

of 14 . Summary of the client’s education, training and employment history . Work related special interests and aptitudes . Strengths and abilities of the client in finding work . Areas of assistance or development that the client needs to obtain, maintain or progress in employment. . The goals of the job seeker in regards to employment (including type of job wanted, full time or part time, further development in current employment etc) . Objectives to be achieved for the job seeker to attain their employment goal. Actions outlining who will do what and by when should target employment assistance needs and development opportunities in the following areas:  Social and behavioural abilities  Interpersonal skills  Cognitive abilities  Vocational skills  Physical abilities  Sensory abilities  Communication abilities  Literacy and numeracy skills  Relationship between Job requirement and abilities  Environmental factors.

Reviewing and Evaluating the EAP

 The EAP will be reviewed after a 3-month period.

 The EAP will be reviewed upon commencement of employment to ascertain individual training/support needs.

 Either the client or the staff member has the right to renegotiate the EAP at any time.

The client and the staff member must adhere to the contents of the EAP. Both parties should agree to any changes from the content before they occur. These should be outlined in the progress notes and included in a revised EAP if they become permanent changes.

4. PRIVACY, DIGNITY AND CONFIDENTIALITY How SensWide treats all people equally and keeps information private.

SensWide Services is committed to protecting the privacy of personal and sensitive information and believes everyone has the right to privacy, dignity and confidentiality.

From 21 December 2001, SensWide has been required by the Privacy Act 1988 (Cth) (the “Privacy Act”) to comply with ten National Privacy Principles ("NPPs") (subject to the other provisions of that Act). The NPPs regulate the way in which personal and sensitive information is handled throughout its life cycle, from collection to use and disclosure, storage, accessibility and disposal.

Personal information is information or an opinion, in any form and whether true or not, Page 6 of 14 about an individual whose identity is apparent or can reasonably be ascertained from the information or opinion. Special provisions apply to the collection of personal information which is sensitive information. This includes health information and information about a persons' race, ethnic origin, political opinions, membership of political, professional or trade associations, religious or philosophical beliefs, sexual preferences and criminal history.

 SensWide will make sure that the client is not watched, photographed, or listened to without it being OK with that person.  SensWide will help with equipment that people need for work, but not for home.  Both the staff of SensWide and clients must follow the same rules of behaviour and treat each other with respect.  The staff will help the clients in a positive way and let people make their own choices about work. The clients’ decisions will be respected and followed. SensWide staff want clients to tell them what they think.  Clients do not have to talk about private information.  Only important information that will help you to find and keep work or about training is written down. The information is looked at every year and anything that is not important is taken out.  Clients sign a form to let the staff give out information about them. Information is only given to people that can help the client and they are told how to keep the information safe.  Client files are locked away in a cabinet. The manager keeps very important information on file. Clients can see their files when they want.  Your consultant will have regular training on how to make sure your information is kept safe.

If you would like more information about your privacy, please ask your consultant for a copy of the Privacy Policy. It explains how SensWide manages the personal information that we collect, use and disclose and says who to contact for queries about the management of personal information. Or you can get the policy on our website at www.senswide.com.au.

5. ACCURATE, RELEVANT ASSISTANCE The quality of information, advice and assistance provided by SensWide.

When a client or employer first meets with a SensWide consultant, the consultant will explain the kind of assistance that will be made available and provide accurate information about employment.

SensWide will display the relevant employment-related brochures, leaflets and posters.

When a decision is made that will affect a client or employer, SensWide consultants will give an explanation within one week.

SensWide will strive to achieve the best possible employment outcome for each client and employer.

of 14 6. PROMPT AND FAIR SERVICE How SensWide will deliver their service to the employers and me.

SensWide staff will:

 Answer telephones promptly and politely and forward calls on to the staff person that can provide the assistance needed;  Answer promptly to letters and faxes in writing or by telephone, or explaining why there are delays;  Keep appointment times or advise clients and employers at least one working day in advance of changes, whenever possible;  Advise clients and employers of the complaint process.

7. PARTICIPATION AND INTEGRATION Being involved in the community and working with people who do not necessarily have a disability.

SensWide knows that each person with a disability has the right to be part of every day life in the community.

Clients are provided with all relevant information required to enable them to make informed decisions regarding individual needs and preferences, including community services available. Please ask your consultant for a copy of the policy and procedure about Identifying and Meeting Individual Needs. Alternatively, you can look on the website at www.senswide.com.au

SensWide have helped people to get many different kinds of jobs. Your consultant can show you the list of jobs that people who have a hearing or vision impairment already do, as well as talk about ways of doing many other kinds of work that matches your interests, training and/or skills. The service you get is very flexible.

SensWide will make sure that:  A file is put together for clients to show them information about Community Based Services which can help them be part of the community.  Interpreters are available for Deaf people so that they have access to all information.  Information is given to clients in whatever way they like. This may be on tape, in Braille or in large print.  Clients get help to overcome barriers at work, and to choose a job that is good for their future and has other opportunities. This will be written into the EAP and can be changed any time the client wants.

Depending on what you want and your needs, clients can go to:  Community agencies.  Disability agencies.  Agencies for one disability.  Agencies for cultural groups, eg. Deaf group, Vietnamese group.

of 14 8. COMPLAINTS AND CONCERNS What I can do if I am not happy with SensWide or have a problem with SensWide?

SensWide welcomes any client and their advocate to talk to SensWide about any problems or complaints that they may have about SensWide. SensWide knows that these complaints will make the service better and that the client has a right to have their problem fixed.

Giving a Complaint

1. All complaints will be written in the Complaints Register by the Service Co- ordinator. 2. Clients may give their complaints in writing or request a meeting to verbalise their complaints. Where complaints are taken verbally the client should sign the record of the complaints interview. 3. SensWide Services staff will assist clients to write down the complaint. 4. Clients of SensWide Services have a right to be present at all hearings about the complaint. 5. Records are kept of all correspondence or meetings about the complaint. 6. All information in the complaints process will remain confidential. 7. All entries to the Complaints Register are overseen and checked by the Grievance Officer to ensure compliance has occurred within the time frames agreed upon.

Complaints Process (Grievance Procedure) Who can I talk to and how can I talk about a problem with SensWide?

1. Initial complaint is raised by the client or advocate, with the Employment Consultant who refers the issue to the Service Co-ordinator. 2. The Service Co-ordinator enters the complaint details into the Complaints Register, and meets with the client/advocate to talk about a satisfactory solution. 3. If more changes are needed to satisfactorily solve the problem, the Service Co- ordinator should develop an Action Plan using the format provided in the Complaints Register. 4. If the problem cannot be resolved by the Service Co-ordinator, the client is advised of the role of the Client Grievance Officer who is the Executive Manager. 5. All details will then be passed on to the Executive Manager who will oversee the process and the Service Co-ordinator and Employment Consultant will be removed from the complaint process. 6. Complaints Register record is to be completed. 7. Within 5 working days of the Service Co-ordinator telling the Grievance Officer of an unresolved complaint, the Grievance Officer will acknowledge receipt of the complaint. 8. The Grievance Officer will meet the complainant/advocate and talk about possible outcomes and resolutions. 9. Resolutions will be worked out over 15 working days with the complainant/advocate. 10.Once resolution is reached the outcome will be communicated to the client/advocate in written format in their preferred form of communication. 11. Agreed resolution will be entered into the Complaints Register, along with actions taken.

of 14 12.If the result is not good for everyone, the Grievance Officer will tell the client/advocate about other agencies that can help.

If you would like more information about the complaints process at SensWide you can ask for a copy of the Client Grievance and Appeals Procedure and the Complaints Register. Or you can look at it on the SensWide website: www.senswide.com.au

Other agencies you can talk to if you have a problem about the service at SensWide:

The Equal Opportunity Board 3rd Floor, 380 Collins Street, Melbourne 3000 Ph: 9281 7111 TTY: 9281 7110

Complaints Resolution and Referral Service Department of Family and Community Services (National Office) Locked Bag 2705, Strawberry Hills NSW 2012 Ph: 1800 880 052 TTY: 1800 301 130 National Relay Service: 1800 555 677 Email: [email protected]

Department of Employment and Workplace Relations Customer Service Line (Job Network Customer Service Line) Ph 1800 805 260 TTY: Contact the National Relay Service on 133 677 then 1800 805 263 Email: [email protected] or complete the following form www.workplace.gov.au/WP/Content/Files/ES/6311_JN_Complaints_Form.pdf And post to: Customer Service Officer DEWR VIC State Office Reply Paid 9879 Melbourne VIC 3001

The Office of the Public Advocate Level 5/436 Lonsdale Street, Melbourne 3000 Ph: 9603 9500 TTY: 9603 9529 www.publicadvocate.vic.gov.au

These are Government Authorities and are not part of SensWide. SensWide must follow their decision.

OR you can contact: DEAC (Disability Employment Action Centre) 8th Floor, 55 Swanston Street, Melbourne 3000 Ph: 9650 2533 Free Call: 1800 332 265 TTY: 9650 9229

of 14 OR The Disability Discrimination Law Advocacy Service 11th Floor, 343 Little Collins Street, Melbourne 3000 Ph: 9602 4877 Free Call: 1800 651 275 TTY: 9602 4135

The kinds of problem you would take to these people may include:

 Discrimination.  Sexual harassment.  Bad treatment which cannot be fixed at SensWide.

9. VALUED STATUS: EMPLOYMENT CONDITIONS & TRAINING SUPPORT Things I should have in my job.

It is the legal responsibility of an employer to pay their employee the correct wage rate according to the award, industry sector or agreement that they are connected to. It is also the responsibility of the employer to ensure that their employee understands the wages, conditions and entitlements of their job. SensWide will undertake all reasonable actions to make sure you are informed about your wages and conditions when you start a new job.

For information about wages and conditions, you can contact a Wageline consultant on 1300 363 264 or go to the website at: www.wagenet.gov.au. Wageline can also give you information in writing. Wageline will respond to the request within 7 working days.

Your boss can also contact their employer association for information about wages and conditions.

When SensWide helps someone with a job, they make sure that the client will get:  Award-based wages (pay that the Government says is fair) and the same opportunities as other workers.  Support from SensWide.

Work experience or work trials that have wages below the award or non-productivity will not happen unless:  It is no longer than 2 weeks and the client understands the agreement.

SensWide will help clients with more than one job. Each client will get all the support they need for their Deafness, hearing or vision impairment. You can also get support to apply for a training course.

10.SERVICE MANAGEMENT AND THE BOARD – HAVING A SAY ABOUT SENSWIDE Who looks after SensWide and how can I become involved?

Every year you may be asked if you would like to participate in the client survey. These Page 11 of 14 are questions about the service you have received at SensWide so we can make changes to make the service better for you. There is more information about this survey in the Client Feedback and Consultation Procedure which is on the website www.senswide.com.au or can be given to you by your consultant. You can also look at a copy of the survey.

This is one way to have your say about how SensWide is run. Another way is to become a member of the board. The board is a group of people who have the responsibility of looking after SensWide. These people have skills in deafness, vision impairment, law, accounting and much more. Some of the people on the board also have a vision or hearing impairment. The board meetings are held every month and an Auslan interpreter is always present. You can talk to the manager of SensWide if you would like more information about the board or how to become a member. You can also find information about the current board members in the annual report. If you would like a copy of the annual report, please ask your consultant and a copy will be provided in your preferred format.

11. RIGHTS AND RESPONSIBILITIES OF CLIENTS What can I get from SensWide and what must I do?

Rights

When using SensWide, clients have rights. These rights mean that clients will get the best help. Staff at SensWide will respect these rights. The rights of SensWide clients are:  The right to ask questions.  The right to have a friend, family member or advocate to assist them.  The right to work with a consultant who has the relevant skills and competencies  The right to have a copy of all papers (policies) and ask them to be explained.  The right to tell SensWide about what they think about the help that they got.

Responsibilities

Responsibilities are what clients must do to be fair to SensWide. Clients have responsibilities to the staff of SensWide, other clients, Centrelink, employers and others that may support them.

Responsibilities of SensWide clients are: The responsibility to treat people at SensWide the way that they want to be treated. The responsibility to do what they agreed in their EAP. The responsibility to tell their problems and complaints to their Consultants.

Protection of Human Rights and Freedom from Abuse

SensWide Services recognises the right of each client to live, feel safe and receive services in an environment free from any form of abuse or neglect. SensWide Executive and Management accept responsibility to create an environment for its clients, which is safe and where work practices aim to prevent any form of abuse or neglect.

of 14 Basic human rights include:  respect for human dignity and freedom  equality before the law  privacy  protection against discrimination  equal opportunity in employment.

Abuse refers to: Physical assault, sexual assault, emotional abuse or taking advantage of legal and financial situations to the detriment of a client.

Neglect refers to: Failure to provide adequate support, supervision, food, shelter, clothing or hygienic living conditions.

If you want to talk to someone about human rights and freedom from abuse, or if you think your rights have been abused, you can call The National Disability Abuse and Neglect Hotline on: 1800 880 052 or TTY 1800 301 130.

SensWide can give you information about this service in print, large print, Braille or on tape. SensWide can also support you to go to information sessions about human rights and freedom from abuse. Please ask your consultant for more information.

12. Responsible Advertising Advertising in an honest way.

SensWide will advertise their service accurately and agreeing with:  Community standards;  The Commonwealth and state law (legislation), including fair-trading, equal opportunities and so on;  Presenting a positive view of clients.

of 14 HOW CAN WE IMPROVE OUR SERVICE TO YOU?

We want to make sure that we are always giving you a high standard of service. Your ideas below will help us to give you an even better service.

If you have an idea about how the service can be improved, or if you are not happy with the service you receive, please let us know.

Ideas:

WE WOULD ALSO LIKE TO KNOW IF THIS HANDBOOK IS USEFUL AND CLEAR. PLEASE LET US KNOW ANY IDEAS FOR IMPROVING THE HANDBOOK OR INFORMATION YOU THINK SHOULD BE INCLUDED.

If you want us to contact you to talk about anything, please fill in the section below.

Name: Date:

Address:

Telephone/TTY/Fax:

E-mail address:

MAIL or HAND DELIVER TO:

Confidential Phone: (03) 9015 5155 The Manager TTY: (03) 9614 3062 SensWide Services Fax: (03) 9614 3070 Level 7, 34 Queen Street Melbourne VIC 3000 E-mail: [email protected]