Working at ACH Group EMPLOYEE HANDBOOK
ACH Group supports older people to live good lives, and we love what we do. Every day we bring a lot to work: an open mind, a commitment to support others and passion to make a difference. Most importantly, we bring our best. We believe that older people should feel valued, respected, connected in their communities and supported to live a life of their choosing.
CONTENTS Welcome
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About ACH Group
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Services we Offer
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How we Support Good Lives for Older People
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Our People and Culture
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How we Support You to Bring Your Best
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Benefits, Rewards and Recognition
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Things you need to know when working at ACH Group
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Welcome
WELCOME Welcome to ACH Group. We have been providers of services for older people since 1952 and take great pride in our strong values, focus and vision of older people as active, valued and contributing members of their family, community and society. Employees have a vital role within the organisation, and our ability to support good lives for older people relies on the contribution of our workforce and volunteers. ACH Group is committed to being an Employer of Choice – by continually improving our efforts in attracting, retaining and developing staff and going above and beyond what employees normally expect from an employer. We recognise that in respecting and equipping staff to bring their best to work every day, we increase our ability to do the best for older people. This Handbook has been designed to be an ongoing reference source during your employment with ACH Group. In addition, it advises where further information about a particular topic can be found. We welcome feedback on how we might improve any aspect of our service and hope you enjoy a rewarding association as a member of the ACH Group community. Mike Rungie CEO, ACH Group
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NOT FOR PROFIT STATUS ACH Group is an incorporated association and is registered as a deductible gift recipient (DGR). As a not for profit, we operate only for the benefit of our customers and any profit made is applied towards our purpose of supporting good lives for older people.
ABOUT ACH GROUP HISTORY ACH Group is a private not-for-profit organisation. The organisation was incorporated in 1952 as Aged Cottage Homes, initially raising funds for building accommodation for financially disadvantaged older people under the leadership of Sir Keith Wilson. From these beginnings, we now have more than 900 units housing more than 1,000 people in Adelaide and East Melbourne. In October 1974 we opened our first residential living home, Milpara, at Rostrevor and we now number eight residential living homes, with the most recent opening being ViTA at Daw Park in 2014. In the late 1980s, ACH Group piloted the first community based programs which then became the national model for Community Aged Care Packages (now known as Home Care). The community services area quickly grew to include a wide variety of services to support older people to retain independence in their own homes. In 1996, the Board adopted a new name for Aged Cottage Homes Inc, as they felt that the name no longer reflected the changing focus of the organisation. Our name, ACH Group, became effective from 1 July 1996 and has become synonymous with our vision of Good Lives for Older People. ACH GROUP Employee Handbook
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About ACH Group
INDUSTRY OVERVIEW – GOVERNMENT AS A STAKEHOLDER IN AGED CARE Australia’s formal aged care system has evolved in a relatively ad hoc system, with the Commonwealth Government initially involved as a funder of ‘maintenance subsidies’ for pensioners in what were known as ‘Benevolent Asylums’. These payments acted as a substitute for the age pension. Reforms in relation to care in the home and the community
1980s Care funding First investment in aged care capital
1963
Various reforms in relation to higher care at home and in residential facilities
1990s 1997
Further reform reflected the intersection of the pension, housing and health care policies
1954
Commonwealth Aged Care Act came into effect to make sure that everyone who needs aged care has access to it.
Aged care service providers receive funding according to the quality and level of care that is provided, and are accountable for the care provided through auditing and other mechanisms. Currently, our aged care system provides: • Assistance with daily living activities (eg cleaning, meals, transport, shopping, social activites) • Assistance with personal care (eg showering, dressing, toileting) • Health care (eg medical, nursing, physiotherapy, occupational therapy) • Accommodation Services are delivered in a variety of ways, both formal (government-subsidised) and informal (partners, family, friends) and is now considered ‘big business’, with Australia’s ageing population presenting opportunities for new providers to step into the marketplace. Into the future, it will be important for ACH Group to be able to compete with smaller ‘start-ups’ whose lower operating costs and nimble business models threaten the place of traditional, larger aged care providers. ACH GROUP Employee Handbook
About ACH Group
AGED CARE REFORM Thanks to better health care, people are living longer. By 2055, the number of people aged 65-84 in Australia is projected to increase substantially from 3.1 million, representing 13% of the population, to 7.0 million, numbering almost 18% of the total population (www.dss.gov.au, October 2015). With this growth, the aged care system in Australia is changing to ensure the system: • • • •
Is sustainable and affordable; Offers choice and flexibility Encourages businesses to invest and grow Provides diverse and rewarding career options.
In the past few years the Federal Government has had a strong reform agenda to meet the above objectives. This has necessitated many changes to the way in which ACH Group conducts business, with the focus primarily related to the emergence of consumer power. In the past, when the customer had little choice and control about how their government subsidy was spent, much of the power was with the organisation who delivered services and the range of those services was often confined. This has now shifted to a situation whereby, from early 2017, customers will be in charge of the way in which their government subsidy is spent. They will have much greater choice in what services they access, from whom they access them and where they are accessed. While this shift has presented many challenges, it also offers plenty of opportunity for ACH Group to evolve into a truly customer-centric organisation that can respond to customer demand in an agile manner.
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About ACH Group
STRATEGIC PLAN 15/20 In order to respond to the reform agenda outlined on page 7, ACH Group has released its Strategic Plan 2015-2020 titled ‘What is the future?’. The plan sets a bold agenda based on the premise of understanding what our current and future customers want from us now, and into the future, and how we will respond. The plan supports ACH Group to deliver on six key ambitions that will enable us to further deliver on our vision of Good Lives for Older People. To read the plan in full, search ‘Strategic Plan 2015-2020’ on www.ach.org.au.
Our ambition is to know our customers well…
Our ambition is we have powerful collaborations...
Our ambition is our services shine with possibilities…
Our ambition is we grow to realise our ambitions…
Our ambition is our organisation can adapt...
Our ambition is our brand is known, trusted and valued…
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LEADERSHIP STRUCTURE ACH Group is led by a Board of Directors to whom the CEO reports. Six General Managers are responsible for the strategic direction and business operations of their respective divisions. BOARD OF DIRECTORS:
Treasurer
CHAIR
Deputy Chair
GENERAL MANAGERS:
People and Culture
Residential Services
Corporate Services / Housing and Property
8 Board Members
CEO
Health and Community Services
Customer and Brand
Innovation and Development
To access current information regarding who holds these roles, search for ‘Leadership Structure’ on www.ach.org.au.
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SERVICES WE OFFER HOME CARE/HOME SUPPORT ACH Group provides a comprehensive range of support services and advice to help older people stay independent at home. Our specialist staff work with customers to determine their goals and what they can and want to do in life. Services include: • Cleaning • Personal Care • Assistance with Shopping • Home Maintenance • Transport • Respite • Opportunities to get out and about and remain socially connected to new or existing friends
“Good health is more than just fixing problems, it’s making sure we’re fit and able to tackle life’s challenges.” Steven, Physiotherapist
Services We Offer to Support Good Lives for Older People
HEALTH SERVICES ACH Group’s focus on wellness, reablement and restoration includes specialised health services that support older people to live good lives, by optimising their health and wellbeing. This is done by using an individualised approach that is tailored to the person’s specific goals and needs. Services and programs include: • Exercise Physiology • Physiotherapy • Podiatry • Occupational Therapy
• Nursing Services • Chronic Disease Management
We also offer a range of health programs that combine exercise and education, including: • Hydrotherapy • Healthy Minds, Healthy Memory • Stroke Recovery
• • • •
Falls Prevention Parkinson’s Group Arthritis Care Fast Track to Good Health
DEMENTIA SERVICES Research tells us that it is possible to live well with dementia at home or in residential care. ACH Group offers support to remain physically active, mentally stimulated and socially connected in ways that suit a person’s abilities and interests. Our services are inclusive of people with dementia and offer support to participate. We also offer dementia specific services to suit individual needs and allow for choice. For people living with younger onset dementia, we offer a range of activities specifically designed for younger people, either one to one or in small groups. ACH Group’s award winning Dementia Champions program equips our staff with skills and knowledge to support people to live well with dementia.
RETIREMENT LIVING At ACH Group, we have a range of independent retirement living options across greater metropolitan Adelaide and in Melbourne, that offer a more manageable lifestyle. ACH Group’s 900 independent living units offer choice across price, number of bedrooms, size of unit grouping and site location. Our units are all conveniently located close to public transport, shops and community facilities. Units are professionally maintained by ACH Group including a 24-hour maintenance emergency service. Residents can also access information and support to connect them with services to support them to live a good life. ACH GROUP Employee Handbook
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Services We Offer to Support Good Lives for Older People
RESIDENTIAL LIVING ACH Group has approximately 700 residents living within eight residential homes located across Adelaide and the Fleurieu Peninsula. Each offers a safe and secure home for residents to continue to live well. ACH Group promotes a Healthy Ageing approach so that every person has the opportunity to achieve optimal physical, mental, emotional and social wellbeing. This approach encompasses a broad range of health promoting activities such as an onsite gym, walking groups and more. Each home has unique features however all offer a wide range of activities and events for residents and their families to enjoy and have a strong connection with their local community. From a foundation of providing high quality care supported by registered nurses, GPs and a range of health professionals, ACH Group is passionate about optimising lifestyle, social and accommodation choices based on the person’s individual interests.
THE EXCHANGE The Exchange is a network for people aged 55+ who want to meet like-minded people to reinvent, rediscover and find their voice. It offers members opportunities to explore new experiences that are active socially gregarious and expansive, and seeks out ways for people to have a say and influence in challenging expectations about ageing.
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“ I’m no Dame Joan Sutherland, but I can hold a tune. And while the singing’s important it’s not an end unto itself: friendship, and a sense of belonging keep me coming back.”
Elizabeth, Sing for Joy choir member
THE ACH GROUP FOUNDATION The ACH Group Foundation works to empower older people to make constructive and dynamic contributions within their community today, while influencing positive change for the future. We achieve our cause by working alongside older people to enact real change by way of creating independence, promoting well-being and developing healthy ageing initiatives that challenge the stereotypes and assumptions often attached to growing older. Some of the initiatives we have supported include ACH Group customer participation in the SALA (South Australian Living Artists) Festival; performance opportunities for the Sing for Joy choir; the Good Lives on Film film-making initiative and more. 100% of donations received by the foundation go directly towards our cause as all administration costs are covered by other means. We would be excited to welcome you into the ‘Friends of the Foundation’ should you wish to volunteer a little of your time or even donate to help us make a difference. ACH GROUP Employee Handbook
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How We Support Good Lives for Older People
HOW WE SUPPORT GOOD LIVES FOR OLDER PEOPLE OUR VISION Good Lives for Older People.
OUR PROMISE When we asked our customers to tell us the key thing that ACH Group did that makes a huge difference to their lives, it was that we ‘listened’. This listening becomes an invaluable tool to deliver on our vision, as we find out what is important to older people to navigate the range of opportunities available.
GOOD LIVES ELEMENTS In order to design and deliver services that truly support Good Lives for Older People, it was important for us to understand what makes a "Good Life". We teamed with researchers from the University of South Australia as well as ACH Group customers, volunteers, staff and the broader community to find out what older people value most - what contributes to them living a "Good Life". While we recognise that the essence of a Good Life can't be defined, we've worked with these groups and distilled their feedback into six elements that direct how we shape our offerings to make sure we're supporting opportunities for people to live their lives the way they want to, where they want to live them.
SIX ELEMENTS OF A “GOOD LIFE”
UNIQUE No life has been lived before and it won’t be lived again. This uniqueness is honoured, including my life experiences, strengths, culture and spirituality.
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BEING IN CONTROL I am in control of my life and I make my own decisions.
OPTIMISTIC I have a sense of future and hope, of anticipation about tomorrow and of the things to do and goals to work towards.
How We Support Good Lives for Older People
CIMPACT Doing what we say we do is vital, and we have developed the Customer Impact Statement (CIMPACT) to measure the impact of ACH Group services on the lives of older people. It aims to help services provide high quality supports that are geared towards the promotion and maintenance of meaningful and purposeful lives. CIMPACT is a really important point of difference for the organisation – it shows that we don’t leave things to chance. Using a set of quality dimensions, each review focuses on a specific group of people supported by the organisation. The review is conducted over three days by staff from other areas of the organisation and a team leader, with findings informing an action plan to continuously improve services. These 25 dimensions are grouped into 5 key areas: • Right relationships with people • Respect uniqueness, work with strengths and address needs • Support contribution and community engagement through valued social roles • Support independence, wellness, learning and growth • Presence of relevant, intentional safeguards Each review focuses on a specific group of people supported by the organisation. The review is conducted over three days by staff from other areas of the organisation and a team leader, with findings informing an action plan to continuously improve services. Speak to your Manager about participating in a CIMPACT review.
BELONGING It involves me having a variety of relationships with other people and every day roles and rhythms, routines, experiences and emotions that are part of everyday life.
ENGAGING AND CONTRIBUTING To give, take and to enjoy the fullness of life with interests and passions like sport, art, music and faith.
HEALTHY I am as healthy as I can be.
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How We Support Good Lives for Older People
THE ACH GROUP WAY Our fundamental purpose as employees of ACH Group is to support older people to live their lives with independence, choice and control, and a sense of purpose. In addition to the six Good Lives Elements, we design and deliver services using the following principles: Incorporating Valued Roles Our service philosophy is steeped in ‘Social Role Valorisation’ (SRV), which is the name given to an analysis of human relationships and human services. The theory is based on the idea that society tends to identify certain groups of people as fundamentally ‘different’ and of less value than everyone else. The theory began as a way to determine how to support people on the margins to participate in socially valued activities. The idea is that when people hold valued roles, they are more likely to receive the opportunities that will help them to achieve good lives. Quality and Innovation We seek new and innovative ways to achieve and maintain the highest standards of excellence, supported by research and training and underpinned by a commitment to continuous quality improvement in service delivery. Equity and Diversity We believe that supporting equity and diversity principles ensures the best possible outcomes for all stakeholders in the organisation. Advocacy As an organisation, ACH Group prides itself on working to break down the stereotypes that many members of the community hold about ageing and older people. You will notice in our print and online publications, as well as in any video content, that we strive to represent older people in the most positive manner possible. We will never publish an image of an older person who is disempowered in any way, and our intent is to portray older people as being in control. Likewise, the language we use when referring to older people is person-centred and we will never refer to an older person in terms of their condition or behaviour.
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How We Support Good Lives for Older People
QUALITY PRINCIPLES The ACH Group Quality Framework supports the organisation’s strategy to integrate service and quality principles to produce quality outcomes for our customers. We adhere to seven quality management principles: Customer Focus, Leadership, Engagement of People, Process Approach, Improvement, Evidence-based decision making, and Relationship Management.
STRATEGIC PARTNERSHIPS Throughout ACH Group’s history, we have formed powerful partnerships to ensure we can deliver on our vision of good lives for older people. We recognise the value of synergy: the whole is greater than the sum of its parts. By partnering with other organisations, even those outside of our industry, it will be possible to find new ways to achieve our goals and to deliver better outcomes for our customers. Important formal and informal partnerships we have developed: • Commonwealth and State Governments and relevant departments • Councils • Tertiary institutions • Aged care peak bodies • Other aged care providers • Referral bodies (eg General Practitioners) • Regional Assessment Service (agency that acts an interface between the Government My Aged Care website and providers) • Advocacy Organisations (eg Aged Rights Advocacy Service) • Organisations/Communities of interest built around the needs of older people (eg Active Ageing Australia)
THOUGHT LEADERSHIP ACH Group is known as a leader in the aged care sector and has a reputation for innovation. This is regularly recognised with members of the ACH Group Leadership team being regularly invited to present at conferences, and through receiving industry awards such as: • • • • • •
Better Practice Award in the Consumer Directed Care and Reablement Category Better Practice Award in the Special Needs Category Better Practice Award in Staff Development and Retention Better Practice Award in the Innovation Category Creative Partnerships Arts & Health Award SA & NT Ralph Potter Award – Dignity in Care Champion of the Year
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Our People and Culture
OUR PEOPLE AND CULTURE OUR CULTURE ACH Group’s strong culture enables the organisation to deliver on our vision of Good Lives for Older People by guiding and uniting us, challenging us to do our best and to hold each other to the highest standards. Our culture is characterised by four elements and supporting behaviours:
The best in you brings out the best in us
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Our People and Culture
Love What We Do
Put Our Hands Up For Challenges
We love learning and inspiring others. As well as making an impact it brings out our best and the best in those around us.
We see each challenge as a positive opportunity to use our initiative to stay a step ahead. We don’t settle for the status quo.
Enthusiastic
Shows keen interest and excitement, brings energy and passion.
Uses initiative
Is eager to do something, shows drive and ‘get-up-and-go’.
Genuine
Is authentic, real, natural, honest and positive.
Is flexible
Is pliable, bendable, able to stretch and adjust.
Empathetic
Pays attention to, watches, considers and treasures.
Deals with issues
Handles or negotiates questions, concerns or problems to a conclusion, closes the loop.
Smiling
Puts on a happy expression, beams, laughs and grins.
Recognises hazards
Identifies, notices or remembers danger, risk or threat.
Take Action
Celebrate Uniqueness
We listen, then act with ownership. We always step in at the earliest opportunity with reliability and accountability.
We value diversity, and act with integrity to ensure that everyone is recognised, respected and heard.
Works effectively as a supportive team member
Is active, functioning, engaged and encourages the group, unit or partners.
Actively listens
Fully concentrates, focuses, take notices and is able to restate or paraphrase what has been heard to confirm understanding.
Positive and Proactive
Is beneficial, helpful, constructive, forward-looking and a productive initiator of change.
Respectful
Is courteous, well-mannered, humble and considerate.
Is observant
Is alert, watchful, sharp-eyed and perceptive.
Good Communication
Displays competent, skilled, useful and reliable sharing and exchange of information or ideas.
Open mindset
Embraces challenges, learns from feedback, seeks feedback from others and is open to new ideas.
Provides accurate Offers precise, correct, true, and timely authentic facts, advice, reports or information instructions as soon as possible.
When we exhibit these culture elements and supporting behaviours, we perform at our best. As a member of the ACH Group workforce, the best in you brings out the best in us. Our Good Lives Awards use our culture elements and supporting behaviours as the basis for nominations. Read more about our awards process on page 29. ACH GROUP Employee Handbook
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Our People and Culture
OUR WORKFORCE ACH Group’s 1700 staff operate in a variety of roles and functions to ensure optimal design and delivery of services.
30% of the workforce speak a first language other than English
Average age of employee
46.3
84% of the workforce are female
1,716 1,073 ACH Group employees
45% of the
are full time * As at 14/15
workforce born overseas
57% of the workforce are Support Workers/ Careworkers
Chief Executive Officer
HOUSING & PROPERTY
HEALTH & COMMUNITY SERVICES
CUSTOMER & BRAND
INNOVATION & DEVELOPMENT
GENERAL MANAGER
CFO and GENERAL MANAGER
GENERAL MANAGER
GENERAL MANAGER
GENERAL MANAGER
Head of HUMAN RESOURCES
Head of OPERATIONS SUPPORT
GROUP FINANCIAL CONTROLLER
Head of HOME CARE
Head of MARKETING
Head of SAFETY & WELLBEING
Head of ORGANISATIONAL QUALITY
Head of SYSTEMS & PERFORMANCE
Head of HEALTH SERVICES
Head of SERVICE DEVELOPMENT
PEOPLE & CULTURE
RESIDENTIAL SERVICES
GENERAL MANAGER
CORPORATE SERVICES
Head of ASSET MANAGEMENT
Head of CUSTOMER ACCESS Head of BUSINESS SUPPORT
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More than 400 students participate in work placements each year, and in 2014/15 13% of new employees came from student placements. More than 400 volunteers committed over 80,000 hours to supporting good lives for older people in 2014/15.
Students We use an Interprofessional Learning (IPL) approach for student placements, which is when two or more professions (eg: a nurse and a physiotherapist) work together to learn and reflect about their professions' similarities and differences. ACH Group believes an IPL approach to learning improves communication, collaboration, reduces risk of practising in isolation and ultimately improves the quality of care. Volunteers Volunteers are an important part of the ACH Group workforce and support us to deliver on our vision of Good Lives for Older People by fulfilling roles such as: • companion • driver • gardener • tutor for an older person • administration or maintenance assistant
• entertainer • shopping companion • support an older person's love of art or music • exercise buddy
We also work with individuals to match them with a volunteering role that suits their interests and skills. Volunteers participate in meaningful training programs and learn new skills as part of their volunteering experience with ACH Group.
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“ Knowing that my employer really cares about my health and wellbeing, and isn’t just ticking boxes, is really important to me.” Georgina, Lifestyle Coordinator
HOW WE SUPPORT YOU TO BRING YOUR BEST WELLBEING INITIATIVES In line with our culture elements and the belief that ‘the best in you brings out the best in us’, ACH Group is committed to a program of Wellbeing Initiatives for staff, related to both body and mind. We understand that happy, healthy staff boost organisational health and business performance. Some of the Wellbeing Initiatives in place at ACH Group are listed below. These initiatives are supported by an organisational Wellbeing Committee. • • • • • • • •
Free flu vaccination Free skin check Free early access physiotherapy and counselling (session limits apply) Subsidised entry fees to fun runs Support to improve health literacy Workplace social events Funding for staff-driven initiatives such as free breast screen, walking groups, massage, personal training, pilates And more!
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How we Support you to Bring Your Best
LEARNING AND DEVELOPMENT As an organisation, we are well positioned to support good lives for older people when our workforce has the appropriate knowledge, skills and behaviours to perform their role. We are interested in more than compliance however, and so we are transforming from a ‘training’ organisation to a ‘learning’ organisation, providing access for staff to take advantage of learning opportunities in a variety of settings including: Structured formal learning and events such as • eLearning (electronic) • mLearning (mobile) • Welcome Session (orientation) • Group classroom • Webinars/workshops Learning from others • Site Induction • One on one supervisor discussions • Mentoring • Technical Skill Coaching • Team Meetings Experiences • Shadowing or buddying • Student placements • Secondments • Projects • CIMPACT • Learning on the job A learning framework and dashboard is being developed to ensure our people are continuously learning and acquiring new knowledge and skills: you bring the appetite and we bring the opportunities.
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How we Support you to Bring Your Best
SPECIFIC LEARNING OPPORTUNITIES Dementia Champions For more than five years, ACH Group has offered a Dementia Champions development program annually to equip staff who are passionate about supporting good lives for people living with dementia. Dementia Champions are drawn from a variety of roles across ACH Group who apply to be involved in the program, which is run by the Dementia Learning and Development unit. CIMPACT Master Practitioner Certificate In 2015 we introduced the CIMPACT Master Practitioner Certificate, a year-long course that equips ACH Group staff members with intimate knowledge of the tool, in order to lead CIMPACT review teams and design ACH Group services into the future. Calls for expression of interest are made towards the end of each year, with the course commencing in the early months of the following year. Free to Be Training Our Free to Be program aims to build the skills and knowledge of our staff and volunteers to deliver inclusive, accessible and non judgemental services for and with older people from LGBTI communities. An introduction to the training occurs at the Welcome Session for new staff, and a program is in place to make the training available to all relevant staff across the organisation. Performance Reviews An annual performance review for all staff supports growth and development. This process is collaboration between you and your manager, with support from our People and Culture Team to identify your strengths and opportunities to improve your work performance, and identify career advancement opportunities.
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How we Support you to Bring Your Best
STAYING CONNECTED AND INFORMED: HOW TO ACCESS NEWS AND INFORMATION ABOUT ACH GROUP As an ACH Group staff member, you are the face of our organisation and it is important that you feel connected to our brand and understand that you have a role in achieving our brand ambitions. We work hard to ensure that our staff know they are valued and important to the organisation so that you feel good about coming to work each day. In any workplace it is important to ensure that staff feel that they know what’s going on within their own teams and across the organisation. There are a number of mechanisms in place to support this, including both printed newsletters, online newsletters and tools, and face to face meetings and forums. It is an expectation of your employment with ACH Group that you will be an active seeker of information regarding what is required to do your job and what is happening within and outside the organisation, as relevant to your role. How you can access information: the page ‘the page’ is our staff intranet which incorporates: • The Library - a document management system that contains all of our policies and procedures • People Search - directory of staff • Toolboox - links to commonly used tools and systems • Quick Links/External Links • What’s On - Upcoming relevant events/conferences • News – Latest news from ACH Group and the sector the page also holds a number of resources and information about ACH Group and our business. Find the page at thepage.ach.org.au Employee Self Service (ESS) ESS is an online portal where you can access your personal employee information including: • Payslips and payment summaries • Personal details held on file at Payroll • Leave balances You can also use ESS to lodge an incident management form. Access ESS via the toolbox on the page or direct link www.my.ach.org.au For first time access, you will need your tax file number and your employee number.
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How we Support you to Bring Your Best
Website The ACH Group website is an important tool in attracting customers to ACH Group by way of providing credible information and advice. In addition, the website positions ACH Group as innovators in service design and delivery, as leaders in advocacy and education, and as a promoter of Good Lives opportunities. The ACH Group website also acts as an important recruitment tool as it is one of the first places candidates learn more about ACH Group. Visit the ACH Group website at www.ach.org.au Social Media Channels Along with the ACH Group website, our social media channels provide opportunities to reach potential customers, family and friends where many of them already are: online. While we leverage social media to profile our programs and services, it is also an important platform to showcase customer stories that break down stereotypes that the community has about older people. ACH Group www.twitter.com/ACH_Group www.youtube.com/ACHGroupAustralia in www.linkedin.com/company/ach-group On the Same Page Our fortnightly staff newsletter, On the Same Page, is sent to staff with network access by email each fortnight. It is one of the main methods of disseminating corporate information to staff and it is expected that you will read each edition. It contains corporate news, event information, industry articles of interest, staff profiles and more. If you have an idea for a story please contact the Marketing and Communications Team. Turning the Page This quarterly print publication is aimed at customers and external stakeholders and includes corporate updates, along with news and events about ACH Group. The content focuses on sharing customer stories to demonstrate the breadth of services at ACH Group and to promote opportunities to live a good life as you age. Turning the Page is also available as a digital edition on the page or www.ach.org.au
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How we Support you to Bring Your Best
Annual Report The ACH Group Annual Report provides information on the health of ACH Group to shareholders, stakeholders, the media and our community. At ACH Group, we devote a lot of time and energy in ensuring that beyond simply satisfying reporting requirements, our Annual Report tells the stories of our customers and brings to life the thriving community that is ACH Group. You can find a digital edition of our Annual Reports on the page or www.ach.org.au
Do you have a story to share? We love to share our successes and those of our customers. It may appear in our internal newsletter On the Same Page, our external publication Turning the Page, Facebook, the ACH Group website or even on commercial television. Big or small, if you have a story to share, please contact the Marketing and Communications team marketing@ach.org.au
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Benefits, Rewards and Recognition
SUPPORTING FUNCTIONS People & Culture Our People and Culture team supports our 1700 strong workforce through the provision of recruitment and retention services, human resources services, learning and development, and work health and safety. The People and Culture team partners with our leaders to drive culture change and to build capability to deliver better business outcomes. Systems & Performance ACH Group’s System and Performance Team comprises IT and Project Management Professionals who support the strategy and operation of the organisation’s IT systems and processes, including helpdesk. To contact the Systems and Performance Team, visit the page and select the ICT Helpdesk icon in the Toolbox. Procurement ACH Group works with approximately 1,000 suppliers who are managed by our procurement team. The department also manages price negotiation with suppliers, car fleet management and supplier conformance. To contact the Procurement Team, visit the page and select the Purchase Requests icon in the Toolbox. Marketing & Communications Our Marketing and Communications team oversees the production of all marketing promotional material, website and social media management, media liaison and media coverage, events and sales strategies and provides support to all sites for their marketing and communications needs. Finance Our Finance team is responsible for the operation of the organisation’s financial systems and business processes including the functions of accounts receivable/payable, divisional accounting services, payroll and procurement. Product and Service Development The product and service development team use best practice innovation processes to develop new services and products to meet the changing needs and expectations of our customers. The team undertakes customerfocused research, tries out and implements new ideas and approaches, and supports new initiatives across the organisation. A key part of the team’s work is developing partnerships with other organisations and industries to ensure ACH Group is a leader in innovation for older people. ACH GROUP Employee Handbook
Benefits, Rewards and Recognition
BENEFITS, REWARDS AND RECOGNITION ACH Group values the contribution that our staff make, and there are a number of benefits that are derived through working at ACH Group. We also have a robust reward and recognition program in place to retain our talent, and to attract new talent. Pay Frequency Your wages are paid fortnightly into your nominated bank account on alternate Fridays. Electronic payslips are available in the Employee Self Service (ESS) portal available on the page. Salary Packaging
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As ACH Group is a not-for-profit organisation, ACH Group employees are eligible for Salary Packaging. This is an approved Australian Tax Office method of structuring your income to legally reduce the amount of tax you are required to pay. Salary Packaging at ACH Group is managed by salary packing specialists Access Pay, and you liaise with them directly to commence and manage your salary packaging arrangement. For sign up forms and further information, search for “Salary Packaging” on the page. Superannuation All ACH Group employees are entitled to compulsory Superannuation contributions. ACH Group’s default superannuation fund is HESTA, although you are welcome to nominate a fund of your choosing. Variations to Superannuation payments and employee contributions are made available via various programs designed to support ACH Group employees to gain maximum benefits from Superannuation. Good Lives Awards ACH Group rewards staff who are living our culture and making a difference to the lives of older people, whether in a customer-facing role or in a role that supports our frontline staff to deliver services directly. Each quarter, we reward an employee or employees who have met the criteria established for our Good Lives Awards. Quarterly winners share in a $500 reward and automatically come under consideration for the overall Good Lives Awards, which are announced at the organisation’s End of Year event and Awards night, typically held in November. Nomination forms are available on the page – search for Good Lives Awards.
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Social Clubs/Staff Events Most of our sites have a social club (formal or informal) that organises events for staff such as movie nights, day trips and dinners. Participating in social club activities is an excellent way to connect with your colleagues outside of the day to day work environment. Currently there are three organisation-wide staff events: City-Bay – we enter a staff team to participate in this renowned fun run event. Whether you are a serious athlete or prefer the camaraderie of the walk, everyone is welcome. ACH Group subsidises entry to the event and provides all affiliated participants with a promotional pack, breakfast at the finish line and massages. End of Year Event and Awards Night – This is a popular night comprising an Awards presentation, meal and drinks. The night is generally themed – recently the themes have included Masquerade, Black and White and Mad Hatter’s – and held in one of Adelaide’s top venues such as the Convention Centre, The Stamford Grand Glenelg and The Adelaide Town Hall. Picnic in the Park – a casual get together in a local park with a range of activities on offer for staff, volunteers and their families and friends.
“Bringing family & colleagues together. What fun!”
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Flexible Working Arrangements ACH Group understands that work life balance is important, and that our staff members have many other obligations and commitments outside the workplace. Common flexible working arrangements include: • changed starting and finishing times • part-time work or job sharing • working more hours over fewer days • working additional hours to make up for time taken off • taking rostered days off in half days or more flexibly • time off work instead of overtime payments, or • changing the location of work or the need to travel to work (for example, working from home)
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Under the Fair Work Act 2009, employees who have worked for ACH Group for more than 12 months on a full or part time basis, or Long Term Casuals who have a reasonable expectation of ongoing employment are eligible to request flexible working arrangements. Arrangements may vary according to the Award that governs your employment, so it is best to discuss Flexible Working Arrangements with your Manager or a member of the People and Culture Team. Other Staff Benefits • • • • • • • •
Reduced member fees for Bupa Health Insurance Discounts on purchases at Bob Jane Tyre Centres Discounted purchase price on Dominant Chemicals Discounted Adams Pest Control service Professional development and learning opportunities Opportunity to apply for a Sun-Life exchange to Japan Recognition of years of service, including a gift card at year 10 and each five years thereafter Workplace initiatives such as Footy Tips
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THINGS YOU NEED TO KNOW WHEN WORKING AT ACH GROUP Safety and Wellbeing ACH Group prides itself on our commitment to robust Work Health and Safety protocols to assure the safety of staff and customers, through the achievement of best practice in the management of health, safety, welfare and injury management. Your wellbeing is important to us and if you injure yourself, please report it. Work Incident and Injury Management Reporting is a very important part of maintaining a safe workplace – forms can be found in the quick links section on the page. Each site has trained First Aid Officers and trained Fire Wardens who can respond in an emergency. Their names are published in several places around your work site. Right to Work In order to be employed at ACH Group, applicants must be an Australian citizen or permanent resident, or must hold a valid visa with work rights.
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National Criminal History Record Check (NCHRC) ACH Group requires all employees, students, volunteers, contractors, agency staff and service providers to have a current NCHRC prior to commencement, or to have made an application for an NCHRC. A NCHRC is valid for three years and you will be advised by letter from ACH Group prior to its expiration. The cost of obtaining a NCHRC for existing employees will be reimbursed by ACH Group upon the presentation of a receipt and the new check or clearance. More information about your NCHRC is available on the page. Privacy Principles During the course of your employment with ACH Group you may be privy to personal customer information. We have strict protocols in place as to how that information may be used or disclosed. Please familiarise yourself with our Privacy Policy, available on the page. Accepting Gifts or Benefits In the course of doing business sometimes gifts or benefits may be offered, as a business courtesy. Gifts and benefits may be offered out of gratitude and goodwill for a job well done and can be from various sources (eg older people and families of older people). However, gifts and benefits can also be offered as a subtle form of influence to create a favourable impression or to gain preferential treatment. This in turn may give rise to a conflict of interest. Acceptance of a gift or benefit can create a sense of obligation that may compromise impartial and honest decision making from a business perspective. Generally, gifts under $50 can be accepted provided that they are not monetary or financial gifts, or gifts being offered on a regular basis. Please check the ‘Accepting Gifts or Benefits’ policy on the page for further information. Site Access Depending on your work location, you may require a swipe card that permits free flow of authorised personnel throughout the site. In addition, if you are visiting another site, you are required to sign in to the Visitor’s book. You will be advised during your site induction as to how to access your regular work site.
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Things You Need to Know When Working at ACH Group
Media Management To ensure a consistent and coordinated approach when dealing with the media, all media enquiries are to go through our Marketing and Communications team. Should you be contacted by the media about any ACH Group related issue, please direct them to call a special media enquiries phone number: 0417 856 361 Leave Entitlements ACH Group provides various types of leave, both to meet legislative requirements and staff needs – annual, sick, long service, carer’s, compassionate. All applications for leave must be made by completing an Application for Leave form (available on the page). Leave approval is granted by your immediate manager. The form should be sent to Payroll for processing at least one full pay period before the desired leave period. Details of leave accrued and leave taken will appear on the pay slip and can be accessed by logging into the Employee Self Service (ESS). Our leave policies can be accessed via the page. Use of ACH Group vehicles Some roles include the use of a company vehicle as part of the remuneration package and there are a range of policies and procedures that govern their use on the page. If you need to use your own vehicle for work purposes, you are able to claim mileage for its use. Where possible, it is preferable to use a work vehicle and record the mileage and purpose for its use in the respective log book. Code of Conduct Please refer to a companion booklet The ACH Group Code of Conduct – which has been developed to assist you in this regard by setting out specific requirements in three key areas. These are: • standards for work and mutual obligation • professional standards and continuous improvement • teamwork and communication You will find an electronic copy of the Code of Conduct on the page.
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“Knowing I help to put a smile on people’s faces makes me look forward to coming to work every day.” Helen, Careworker
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Things You Need to Know When Working at ACH Group
LEADERSHIP GROUPS AND COMMITTEES There are a number of Leadership Groups and Committees across the organisation that have carriage of parts of the business. Membership of these groups is usually related to your area of expertise or interest and is generally in addition to your day to day duties. Volunteer Leadership Group Guides a centralised knowledge management forum that can effectively guide administrative and reporting processes around volunteers and be a central repository of specific organisation-wide knowledge in relation to volunteers. Equity and Diversity Leadership Group Provides a forum through which the Equity & Diversity Contact Officers can develop knowledge and skills around their roles and responsibilities to promote harmony in the workplace with specific regard to : • • • • •
Equal employment opportunities Workplace consultation Team work and communication including issues of concern to staff from diverse backgrounds Grievances and disputes Promoting harmony, wellbeing and work satisfaction
Safety and Wellbeing Leadership Group Assures and promotes best practice in the management of health, safety, welfare and injury management for all employees. Risk Management Team Ensures that the highest possible standards for service delivery are maintained, and the organisation’s assets – its people (customers, staff, volunteers and contractors), finances and property are safeguarded.
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Arts The Arts Committee comprises staff and volunteers from around ACH Group who have an interest in and a role in offering arts activities for older people and in sharing ideas and skills. Formed initially to promote and coordinate ACH Group’s involvement in the SALA (South Australian Living Artists) Festival, the scope of the committee has broadened to share information and skills, develop services to offer arts programs for customers, volunteers and staff, seek funding and opportunities to share the success of programs through conference presentations, news stories and evaluations. Leaders’ Forum Comprising leaders across ACH Group, the Leader’s Forum enables members to connect with colleagues from across the organisation to participate in robust, candid, challenging discussions, “what-if” scenarios and strategic thinking which result in better decisions, more creative solutions and higher productivity. Quality and Integration Leadership Group This group is made up of Leaders from across ACH Group and is designed to harness the resources of the organisation to move forward in an integrated, agile and nimble manner, to deliver the strategic plan in line with the ACH Group’s vision of supporting our workforce and customers. Clinical Governance This is the standing governing and advisory body for all issues relating to clinical care delivery, with the governing body, managers, clinicians and staff sharing responsibility and accountability for the quality of care, continuously improving, minimising risks, and fostering an environment of excellence in care.
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NOTES
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Health and Home Support Services Retirement Living Units Residential Living Homes Transition Care Head Office
Health and Home Support Services Retirement Living Units Box Hill
www.ach.org.au
1300 224 477
ACH Group
Forest Hill Burwood East
@ACH_Group