1.1.2 Communication

Communication

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1.1.2 Communication Contents Preamble ............................................................................................................................. 3 Communication in Choice and Control ................................................................................ 3 Communication Bill of Rights ............................................................................................... 4 Communication Mediums .................................................................................................... 5 Letterhead ........................................................................................................................ 5 Newsletters ...................................................................................................................... 5 What’sUp in Disability....................................................................................................... 5 Staff Communication ........................................................................................................ 5 Information Sheets ........................................................................................................... 6 Information and Communication Technology ................................................................... 6 Meetings........................................................................................................................... 6 Supporting Documents ........................................................................................................ 7 Policies ............................................................................................................................. 7 Forms ............................................................................................................................... 7 Information Sheets ........................................................................................................... 7 NGO Training ................................................................................................................... 7 Legislation ........................................................................................................................ 7 NDIS Practice Standards and Quality Indicators ................................................................. 8 1.1 Person-Centred Supports........................................................................................... 8 Human Services Quality Standards ..................................................................................... 9 3 Responding to Individual Need ..................................................................................... 9 Delegation of Authority......................................................................................................... 9 Version Details ................................................................................................................... 10

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Preamble BigDog Support Services Pty Ltd and Scottvale Health Club Group (BigDog) considers that open and effective communication is vital to the health and wellbeing of BigDog and the community in which we serve. Effective communication encompasses the exchange of ideas where information is clear and accurate, and people feel they have been heard and their opinions valued.

Communication with each client about the provision of supports is responsive to their needs and is provided in the language, mode of communication and terms that the client is most likely to understand.

All communication needs to be timely, relevant, accurate, targeted, well delivered, clear and concise, open, honest and frank, reciprocal and interactive. It is vital to develop an effective learning partnership between BigDog workers, clients and stakeholders.

Communication in Choice and Control BigDog recognises that for a client to have choice and control over their supports, they must be informed of all aspects of the support delivery.

For this to happen, BigDog: Takes reasonable steps to educate and support workers to communicate in a form, language and manner that is accessible and appropriate for the client. Workers can use a range of communication tools to communicate with the people they support, using assistive technology and alternative forms of communication, such as email, text messages or symbols.

Confirms that the client and their families, carers or advocates (where relevant) understands what has been explained and is aware of potential benefits and risks associated with any part of a proposed plan for the delivery of supports and services.

Responds to the will, preferences and concerns of the person with disability in relation to their supports and services and addressing requests or complaints where necessary.

Where possible, provides consistent workers, so that they can build a good understanding of individual communication preferences and needs, particularly where an individual has complex communication needs.

The choices and decision making of clients is integral to successful participation in service delivery. Clients will be supported in having appropriate communication assistance to communicate their choices and decisions. This also extends to augmented and alternative communication methods.

Some of the different Person-Centred Thinking skills provide a framework for conversation, feedback and recording learning about what’s working and not working in relation to different goals a client might have as well as how to support them in a way that makes sense to them.

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Communication Bill of Rights All people with a disability of any extent or severity have a basic right to affect, through communication, the conditions of their existence. Beyond this general right, a number of specific communication rights should be ensured in all daily interactions and interventions involving persons who have severe disabilities. To participate fully in communication interactions, each person has these fundamental communication rights:

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Communication Mediums There are several communication formats utilised by the organisation in accordance with the best or most appropriate communication method.

Letterhead All outgoing formal correspondence will be by letterhead in the appropriate formatted template and should include the date and be signed by a director. A PDF version is to be saved on the computer network.

Newsletters A newsletter is produced at the start of each month and provided as a hard copy to all workers and clients, a PDF version is uploaded to the BigDog website and available to download and an online viewing format through issuu.

Newsletters will include a number or all of the following elements; client and staff news, current affairs and information relevant to the Community Sector, NDIS updates, upcoming events, birthdays, monthly date claimers and important activities as well as photographs.

What’sUp in Disability A magazine published every 2 months focusing on disability issues and raising awareness and providing information. It has been in publication for 31 years and has a wide readership.

It is run by people with disabilities for people with disabilities and anyone interested in disabilities.

BigDog is a member of the organisation that publishes the magazine as well as being on the management committee and submits stories for each edition.

Staff Communication Memos are usually meant for use only with workers and are sent through the internal mail system of the organisation. Anything that needs to be sent externally, to clients or suppliers will be written in the more formal format of a letter.

Memos are used when the information needs to be put in writing, not as a way to avoid speaking with people face-to-face and they should be clear and brief. If what needs to be communicated is long and complex another format, such as a report, may be more appropriate.

Memos are often used to instruct about fire or health and safety procedures, new equipment and so on, remind when workers need to remember an important time or date, such as a monthly meeting or highlight changes in staff roles or procedures.

Gmail Chat is used when an immediate response is required.

CareMaster is used when a communication is specific to a worker or a client.

Worker App News Items for all workers via CareMaster for newsworthy updates.

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Information Sheets BigDog has established a number of information categories and included in these categories our own developed information sheets as well as fact sheets and guides from the internet or other service providers or support organisations.

The categories are: Rights and Responsibilities, Provider Governance and Operational Management, Provision of Supports, Support Provision Environment Human Resources and Workplace Health and Safety.

A summary of the information sheets appears in every policy and each worker is encouraged to read the information sheet.

Information and Communication Technology BigDog has identified the pivotal role of Information and Communication Technology (ICT) to enhance the organisation’s access to information and provide communication and information to workers, clients and other interested persons.

A standard suite of office applications software is adopted and provides benefits to BigDog in the form of improved communications, training materials and technical support services.

Emails will include the name of the sender, organisation details and a standard disclaimer.

The BigDog web site is a collection of electronic pages formatted in HTML that contains a Home Page with information about BigDog, BigDog Facebook site, www.bigdogsupport.com.au or www.bigdog.au

Meetings Meetings are initiated to discuss something face to face. It could be a new idea, a new opportunity, a problem, to brainstorm something, reach a decision about something or any number of things. Meetings are critical when discussion is necessary and face to face interaction is required.

BigDog attends or initiates several meetings broadly categorised as Management meetings, Community meetings, staff meetings, client meetings and individual meetings.

Meetings should have an agenda and minutes.

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Supporting Documents Policies 1.0 Rights and Responsibilities 1.1 Person-Centred Supports

Forms Letterhead template Meeting template Memorandum template Newsletter template

Information Sheets BigDog Newsletter BigDog Style Guide Communicating with people with a disability Human Services Quality Framework October 2021 Version 8 NDIS Practice Standards November 2021 Version 4 Service Information

NGO Training Body Language Communication Communication and Supporting Skills (CASS)

Legislation Child Protection Reform and other Legislation Act 2022 (QLD) Disability Services Act 2006 (QLD) Disability Services and Inclusion Act 2023 (Cwth) National Disability Insurance Scheme Act 2013 NDIS (Provider Registration and Practice Standards) Amendment Rules 2021

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NDIS Practice Standards and Quality Indicators BigDog Support Services Pty Ltd (BigDog) is a registered NDIS provider and is required to apply the scheme’s practice standard and quality indicators.

The standards have been developed to create an important benchmark to assess provider performance and ensure that high quality and safe supports and services are provided to NDIS participants.

The four core modules are: 1.0 Rights and Responsibilities; 2.0 Governance and Operational Management; 3.0 The Provision of Supports; and 4.0 The Support Provision Environment.

1.1 Person-Centred Supports Each participant accesses supports that promote, uphold and respect their legal and human rights and is enabled to exercise informed choice and control. The provision of supports promotes, upholds and respects individual rights to freedom of expression, selfdetermination and decision-making.

1.1.2. Communication with each participant about the provision of supports is responsive to their needs and is provided in the language, mode of communication and terms that the participant is most likely to understand.

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Human Services Quality Standards The Human Services Quality Standards set a benchmark for the quality of service provision.

Each Standard is supported by a set of performance indicators which outline what an organisation is required to demonstrate to meet that standard.

3 Responding to Individual Need The assessed needs of the individual are being appropriately addressed and responded to within resource capacity 3.1 BigDog uses flexible and inclusive methods to identify the individual strengths, goals and aspirations of people using services.

3.2 BigDog formulates service delivery that respects and values the individual (e.g. identity, gender, sexuality, culture, age and religious beliefs).

3.5 BigDog has a range of strategies to ensure communication and decision-making by the individual is respected and reflected in goals set by the person using services and in plans to achieve service delivery outcomes.

Delegation of Authority Name

Position

Details

Courtney Carroll

Director

Authorise review and implementation

Ann Paull

Secretary

Company Secretary

Peter McGrath

Operations Manager

Ensure information dissemination

Monique Paull

HR Lawyer

Ensure compliance by workers

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Version Details This policy will be reviewed every twelve (12) months unless circumstances deem it necessary to review earlier. The review process will involve an analysis of the usefulness of the policy and to note any changes which are required to improve the policy.

If minor changes are made in wording or to clarify the intent, the version number will indicate this by adding a ‘point’ i.e. Version 1.0 indicates the original version and 1.1 with the first round of minor changes made. A significant change or intent of the policy will be indicated by a whole new number i.e. Version 2.0.

The following rules also apply in interpreting this policy: • Headings are for convenience only and do not affect interpretation.

• A singular word includes the plural and vice versa.

• A word that suggests one gender includes the other genders.

Date

V

October 2013

2.0 Policy established to cover a number of HSQF standards around communication not specifically covered by existing policies

February 2015

2.1 Updated term ‘Client’ to NDIS term ‘Participant’ 3.0 Updated policies and procedures Changed from a policy to a procedure

July 2016 January 2019

January 2020

January 2021

January 2022 January 2023 January 2024 June 2025 1.1.2 Communication

Details

4.0 Updated to new logo and formatting Included Operations Manager Removed Procedure from title Updated HSQF policies and documents Included cover page and contents 5.0 Removed HSQF Standards Indicators and Policy matched with NDIS Practice Standards and Quality Indicators Front cover updated to Standards colour identification Supporting Policies updated 5.1 Updated Responsible Officers details Changed ‘the director’ to ‘the directors’ Introduction of BigDog Training Portal and modules 5.2 Updated Responsible Officers details and available training NDIS Practice Standards November 2021 Version 4 6.0 Included Human Services Quality Standards and Child Protection Act and the term “Participant” is returned to “Client” to allow for policies to cover NDIS and Child Safety.

6.1 Disability Services Act 1986 replaced with Disability Services and Inclusion Act 2023 and policy review process included.

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Date

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Details Steven Paull has retired, responsible officers updated

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