Finding Possible - Spring 2022

CARA INC NEWSLETTER / EDITION 2 / SPRING 2022

IN THIS EDITION

The right tools for the job

Home and Away with Cara

How connection and woodwork has improved Ashley’s mental and physical wellbeing.

Lucy’s Neighbourhood

Find out how Cara can support you in your home, or on a stay away from home.

Our new service model is bringing positive changes to customer’s lives.

First impressions

Meet the team welcoming new customers to Cara.

How have you found possible lately?

Welcome to the Spring edition of Finding Possible, Cara’s newsletter for our valued customers and the people who are important to them.

Sonya Furey (Interim) Chief Executive, Cara

Turn to page 3 for an update on the Neighbourhoods project, and read about the benefits that this project is delivering to customers and staff. We hear from the mother of one of our long-standing customers, about the way that the Neighbourhood model has brought about positive change in their day-to-day lives.

Mount Gambier based customer Ashley, features on page 4 with a story about the impact that the camaraderie of joining his local Men’s Shed of joining his local Men’s Shed has had on his life and sense of wellbeing.

It’s a story of the power of connection on growing confidence and improving mental and physical health, we guarantee that it will make you smile!

If you, or someone with a disability that you know, are looking for a new place to call home, or a short stay away from your regular home, turn to page 8 to find out more about how Cara can help with our Supported Independent Living and Short-Term Accommodation services. Vacancies are available in both services across South Australia and we are ready to welcome new customers to Cara.

New Minister for Human Services Nat Cook MP recently popped in to our Hindmarsh head office to talk about the Government’s plans for the disability sector.

Thank you for visiting us, Nat!

This is my last edition as the Chief Executive of Cara. I joined Cara in 2015, right on the cusp of Cara’s transition to the National Disability Insurance Scheme. I have led Cara’s transformation journey from a traditional block-funded provider, to an innovative, values-driven organisation committed to providing high-quality services for people with disability. I will miss being a part of the Cara Community and seeing the wonderful things that our customers achieve each and every day.

It has been an incredibly rewarding role. I am proud to have led an organisation with such a dedicated and growing group of staff, who are committed to supporting people with disability so that they can lead fulfilling everyday lives.

Enjoy the read, Liz Cohen Chief Executive 2

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A message from Cara’s Board President The Cara Board of Directors would like to recognise and thank Liz Cohen for her leadership over seven years at Cara.

Liz has made a significant contribution towards shaping Cara in to the organisation that it is today. Liz will be returning to New South Wales to be closer to her family and the Board wishes Liz and her husband Dave all the very best for the future.

The Board has appointed Sonya Furey as Chief Executive for an interim period while a recruitment process takes place to secure a new Chief Executive to lead Cara. Sonya is an experienced and well-respected executive with a diverse skillset, having held senior level roles in finance and legal risk management, governance, stakeholder engagement and strategy.

Sonya has been given the mandate by the Board to drive and implement the recently approved new Strategic Plan 2022-24 which will be critical to the future success of Cara. Cara’s new Strategic Plan shapes our direction and guides future growth.

It outlines Cara’s pillars for success, the framework for all of the work that we are doing to continue to transform Cara and deliver high-quality services to people with disability, in a commerciallycompetitive environment.

Nick Smith Board President

Cover: Cara staff members Kirby and Monei with Cara customer Mercedes in the backyard of her share house in Port Pirie.

Living in Lucy’s Neighbourhood In the last edition, we introduced you to Neighbourhoods, Cara’s new service model that groups our Supported Independent Living, Short-Term Accommodation and Home & Community Support services in to Neighbourhoods.

Cara customer, Lucy

The Neighbourhoods structure is a significant improvement to ensure that Cara is able to meet the needs of our customers and provide highquality supports, now and in to the future.

It’s a sentiment that is echoed by Michael and Pam, parents of Lucy, who Cara work alongside in a Supported Independent Living service that transitioned to a Neighbourhood earlier this year.

With our first six Neighbourhoods now operational, Cara Quality Service Manager Andrew Smith, who oversees four services that have rolled out to the new structure, says that the Neighbourhoods project has provided benefits for both customers and staff.

For Lucy, familiarity and a rapport with the people that work alongside her, is important. Prior to Neighbourhoods being implemented, her parents were often called in to cover shifts where her core staff were unavailable.

“Each customer is now working with a larger group of core staff, who are all familiarised with individual customer requirements and have received the necessary training to provide high-quality supports that meet their needs.”

“This means that customers have more consistent support if members of their core staff group are unwell or on leave. This has been particularly important when our services have been affected

by COVID-19.” Andrew said.

“Our staff have really embraced the change. They have been able to expand their skills and training by working with different groups of customers.”

“Lucy’s anxiety can be exacerbated by unfamiliar people, such as agency staff. With Neighbourhoods, she has access to a larger group of core staff, which has meant more stability in her staffing, benefitting both Lucy and us,” Pam explains.

“As her parents, it has meant that we have been less relied upon to cover shifts and we are able to concentrate on spending quality time with Lucy.”

“I have gone from feeling like I may need to step away from work because I never knew when I would receive a phone call, to now taking on a more senior role.”

“We now have more confidence in Cara, knowing that Lucy is happy and being well supported by people who know her and understand her needs.”

“Neighbourhoods has been a really positive change for Lucy and our family.”

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Ashley is pictured right with Support Worker Bruce (left) at the Port MacDonnell Men’s Shed, working on an outdoor setting for local school, Allendale East Area School.

‘One of us’

Ashley has the right tools for the job Men’s Shed: A community-based, non-profit, non-commercial organisation that is accessible to all men and whose primary activity is the provision of a safe and friendly environment where men are able to work on meaningful projects.1 When the amputation of several fingers meant that he had to quit his job, Ashley was left feeling bored and looking for his purpose in life.

Ashley, who Cara works alongside in Home & Community Support in the South East, has always enjoyed tinkering and fixing things, having previously worked at a lawnmower repair shop.

With the encouragement of Cara Support Worker Bruce, a builder by trade, Ashley approached the Port MacDonnell Men’s Shed about becoming a member.

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Ashley was immediately welcomed by the other members and attends twice a week.

One year down the track, his Men’s Shed membership has become so important to him, that he refers to it as his work. It’s a place where he can explore his passion for woodwork, hone his skills and work on projects for his home, and his local community, all while joining in the friendly banter and chat between the members.

Ashley’s pride in his involvement at the Men’s Shed shines through his words.

“I really enjoy going to the Men’s Shed, I feel like my opinion is valued there,” Ashley said.

“I am proud of everything that I am doing.

At the end of the day when I go home, I am happy.”

Ashley

“The benefits of what Ashley does at the Men’s Shed have helped him across all aspects of his life, in both his physical and mental wellbeing. He has grown his confidence and he is always smiling.” Bruce Potter, Cara Support Worker

A keen cook, some of Ashley’s favourite projects have been creating chopping boards, rolling pins and a bowl that he can use in his home kitchen.

He has also supported bigger projects, including building a number of large pine outdoor settings for a local school.

Crafting friendships According to the Australian Government’s Department of Health, Men’s Sheds aim to improve the health and wellbeing of Australian men. They address social isolation and boost men’s mental health in terms of feeling safe, making friends and sharing meaningful activities.2 Bruce says that the sense of camaraderie and social aspects of being a part of the Men’s Shed have had a positive impact on Ashley’s wellbeing and sense of self.

“The benefits of what Ashley does at the Men’s Shed have helped him across all aspects of his life, in both his physical and mental wellbeing. He has grown his confidence and he is always smiling,” Bruce said.

“Ashley is an exceptional person, he listens and he genuinely wants to learn.”

Ashley says that the members have become friends.

“They understand me and what’s happening, I can’t feel down (sic) if I have so many people to talk to,” he says.

As President Malcolm Hall puts it, Ashley plays an essential role at the Men’s Shed.

“He is always willing to help out. He’s very observant and will often pick up problems, and offer suggestions to others on how projects can be designed,” Malcolm said.

“He’s an integral part of everything that we do. He’s a very valued member of the Men’s Shed and a terrific guy.”

“He was a little bit shy at the start, but now he is one of us and we all think the world of him.”

1 2

Australian Men’s Shed Association (mensshed.org) Men’s sheds | Australian Government Department of Health and Aged Care

If you’re interested in linking up with your local Men’s Shed visit the Australian Men’s Shed Association: mensshed.org/find-a-shed/ 5

Join The

Membership to the Ability Forum is now open to people with a disability or their key decision makers.

The Ability Forum is a world-first initiative that gives the community a role in shaping disability services.

As a forum member, you will participate in a series of online surveys. In return, you will be rewarded for your time, for each survey you complete, you will earn points which can be converted into gift cards or vouchers that you can use for shopping.

Your participation is vital in helping to not only understand the needs and experiences of individuals with a disability, but also the people that support them.

To register, or to find out more about the Ability Forum, visit abilityforum.org.au The Ability Forum takes your privacy seriously.

Any information that might identify you will never be shared, and extra effort has been made to make sure it will be secure.

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Introducing… Cara’s new Customer Intake and Growth team There’s a famous saying “you never get a second chance to make a first impression”.

First impressions are important to us at Cara. That’s why we have introduced a new Customer Intake and Growth Team - to make sure that everyone who comes to Cara looking for services has the best possible experience with our organisation.

If you’re new to Cara, or maybe you’re an existing customer wanting to explore new services, the Customer Intake and Growth Team is here for you.

They are responsible for overseeing all new enquiries for Cara services, including Supported Independent Living, Short Term Accommodation, Home and Community Support, and Specialist Services.

Cara Transformation Specialist Clare McMullan, who leads the team, said that the team was focused on providing a welcoming and professional entry point to Cara.

“We treat every one that we come across as an individual, and we really take the time to ensure that we can best meet the needs of our customers.”

“After an initial inquiry is made, we will find out more about the customer’s goals and what they’re hoping to achieve, and gather the key details that we need to make an assessment and match them to the Cara services that are right for them.”

“Our customer matching process is very thorough. We want to make sure that we really understand a customer’s support needs so that they can have a long-term relationship with us. We know that no one customer is the same.”

“And, once they have trusted Cara to come on board as their service provider, we’ll be there every step of the way, ensuring that their first experience with Cara is a great one.”

As well as working with new customers, the Customer Intake and Growth Team can also work with current Cara customers looking to explore new services with Cara.

This includes providing insights in to vacancies for Supported Independent Living.

Whether you’re looking for services for you or someone in your family, or you’re a guardian, delegate or Support Coordinator, the Customer Intake and Growth Team are ready to talk to you. You can reach them on 8347 4588 or welcome@cara.org.au

The Connector

NDIS updates from the Cara Connect Team.

The Cara Connect Team plays an important role as ‘The Connector’ between the Cara head office, our support staff, customers and decision-makers.

Get to know Cara Connect Elizabeth Gue Customer Engagement Team Leader

This knowledgeable team owns a collection of responsibilities, ranging from managing customer funding and billing to handling service agreements and bookings.

We asked the Cara Connect Team to round up some of the latest NDIS news and information for you.

Schedule of Rates: On June 28, all of Cara’s customers received communications about changes to Cara’s Schedule of Rates in accordance with the latest National Disability Insurance Scheme’s (NDIS) NDIS Pricing Arrangements and Price Limits guide. Pricing changes were applied effective July 1.

Weekly claiming: In line with the latest NDIS price guide, Cara will be moving to a weekly claiming cycle for Supported Independent Living customers. This is a streamlined approach that provides customers with consistency and stability with management of their NDIS funds. Not all customers will be immediately eligible for weekly claiming, eligible customers received communications about this change on June 13. Cara will contact you when you become eligible to move to the weekly claiming cycle.

Weekly claiming does not impact the supports that Cara provides to you – this is simply a change to the way that Cara claims supports from your plan.

Plan variations: Plan variations mean that NDIS participants and their authorised representatives are, in some circumstances, able to ask the Agency for changes to their NDIS plans without having to get a new plan. The NDIS website says that these variations will help participants access new supports quickly without having to go through a full plan reassessment. Plan variations became available from July 1. If you think that you might need a plan variation for your NDIS plan, have a chat to your Support Coordinator or Local Area Coordinator.

Get in touch with us.

(08) 8347 4588

contact@cara.org.au

Tell us a bit about your key responsibilities in Cara Connect?

Currently I am one of two Team Leaders for Cara Connect. Within this role, I guide the Customer Engagement Coordinators to provide quality customer service to Cara customers. This includes customer check ins, monitoring customer funding and exploring opportunities to maximise supports within their funding and resolving any concerns raised by the customers or their guardians.

Our team is committed to building connections with Cara customers, providing excellent service and making it personal for the customer.

What is the most rewarding part of your role?

Getting to know customers and staff. A lot of what we do requires knowing the customers’ routines. I find it really rewarding assisting in a process where the end goal is someone being able to live their best life, participating in activities that they choose to do and navigating through a challenging system to do the best that we can for our customers.

What do you believe Cara does really well?

I believe Cara is always striving for the best.

Since I started with Cara, the organisation has gone through many changes, always with the goal of creating the best processes, practices and outcomes for our customers.

Where something isn’t working we aren’t afraid to review it and make the changes that drive success.

What is your favourite…

Album…

ABBA Gold Holiday you’ve ever taken…

My trip to Ireland.

Meal…

My mum’s homemade Spaghetti Bolognese

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Home and away with Cara Are you a person with disability looking for a support provider to empower you to be more independent in your own home?

Or, maybe you’re looking for a place for a short stay away from your regular home?

Cara can help!

Cara is a leading provider of Supported Independent Living (SIL) and Short-Term Accommodation (STA) in South Australia. We currently have vacancies in both SIL and STA across South Australia, and we are available to work alongside you and your family to transition into these supports 8

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Supported Independent Living A place to call home Moving out of the family home is a part of the transition in to adulthood for anyone.

Through Supported Independent Living with Cara, people with disability can take this important step to increased independence, with access to 24/7 support to help with daily tasks and building skills.

SIL is staffed by professional and qualified staff, all dedicated and truly passionate about ensuring that people with disability are able to live the way they choose.

SIL support is tailored to the needs of each individual customer. Staff provide support in areas such as: • Daily life tasks – including cooking and cleaning • Community connections • Family, relationships and friendships • Personal care • Health, medication and mealtime supports • Independent living skills

Where are Cara’s vacancies in Supported Independent Living?

Cara is connected with a large number of community housing associations and private landlords who provide a range of affordable housing options for Cara to offer the in-home supports needed to live independently.

Cara currently has a number of vacancies available throughout Adelaide and South Australia. Your place to call home could be a traditional share house with housemates, an independent unit, or an apartment.

We are committed to working with you to match you to the right home to suit your needs.

Short-Term Accommodation A short stay away What is Short-Term Accommodation?

Short-Term Accommodation Stays (previously known as respite) are short trips away from your regular home to assist you to develop your independence and learn new skills. Customers who stay in Cara’s STA Stays have their own private bedroom with shared bathrooms and living spaces with those staying in STA at the same time. There are also outdoor spaces to relax, participate in group activities, social outings and chat with other customers and Cara staff.

Importantly, STA is staffed by professional, caring and passionate support workers. Support Workers are trained to support people with disability, including high health needs. They get to know everyone who stays in STA, their needs and interests, what they enjoy doing for fun and what they don’t, so that they can have a great time while staying with Cara.

Where are Cara’s vacancies in Short-Term Accommodation?

Cara’s Short-Term Accommodation homes are located throughout South Australia, in metropolitan and regional parts of the state.

Staying in STA provides an opportunity for people with disability to increase their independence, grow in confidence, enjoy new experiences and meet other like-minded people.

Short-Term Accommodation can provide a stepping stone to Supported Independent Living.

Many of Cara’s Supported Independent Living customers started their journey with Cara in ShortTerm Accommodation.

There is also Farm Stay, Cara’s fully accessible purpose-built rural retreat in the Adelaide Hills. At Farm Stay, you can listen to the birds, pat the friendly animals who call Farm Stay home, and enjoy Cara’s hospitality away from the hustle and bustle of everyday life.

Talk to us Cara’s friendly Customer Intake and Growth Team, who we introduced you to on page 6, is available to answer all your SIL and STA questions. You can reach them on 08 8347 4588, email at welcome@cara.org.au or complete the online form by visting cara.org.au/contact-us/ 9

Cara welcomes your feedback COVID-19 update With COVID-19 as well as colds and the flu circulating at high levels in our community, we are committed to doing as much as we can to ‘stop the spread’ of these viruses at Cara.

We continue to follow all state and federal COVID-19 health advice with strict infection control and hygiene protocols in place across all of Cara’s services.

Our staff work in accordance with State and Federal regulations in wearing the appropriate PPE required to provide disability support.

At Cara, we are always trying to improve the ways we work alongside children and adults with disability.

So that we can get better and better, we need feedback from you – the people we support, family members, friends, carers and advocates.

Feedback can be positive (a compliment) or negative (a complaint) or a suggestion (idea for improvement).

Cara works in accordance to the NDIS Quality and Safeguards Commission’s Effective Complaint Handling Guidelines for NDIS providers.

We have a dedicated Customer Safeguarding team who are here for you, and will assist with handling your feedback.

Cara follows an approach that we call “the four As” when it comes to responding to complaints.

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1. Acknowledgement of your complaint and the courage it took to speak up.

2. Answers as to why something may have happened or why a decision has been made.

3. Actions what you can expect going forward.

4. Apology for what has occurred.

All feedback helps Cara to continuously improve the way that we work alongside our customers and their important people.

Feedback can be made anonymously, but since Cara won’t know who made the feedback, this also means we won’t be able to update you on how we have responded and how it has contributed to improvement and change.

For more information on how to provide feedback or make a complaint, visit the Cara website, call us on 8347 4588 or email safeguarding@cara.org.au

Short-Term Accommodation COVID protocols Families, friends, guardians and delegates have an important part to play in our COVID-19 health and safety protocols. We ask for your support with the following: •E nsuring that you keep your person with a disability home if they are unwell and/or display any COVID-19, cold or flu symptoms such as coughs, runny nose, fever, fatigue, loss of taste or sense of smell.

•C ara’s Short-Term Accommodation services are classified as Tier 1 healthcare settings, so if you or your family member is a close contact of someone who is COVID-19 positive, do not attend Short-Term Accommodation.

•A ny customers who present with symptoms during their respite stay will be tested by our staff using a Rapid Antigen Test (RAT). If they return a positive RAT test result, they will be required to return home for their isolation period.

The health, safety and wellbeing of our customers and staff remains at the heart of everything that we do.

Thank you for helping us to keep Cara safe.

Social circle @ Cara At Cara, we support customers across South Australia to live fulfilling everyday lives. We work alongside our customers so that they can achieve their goals, explore their hobbies and interests and focus on what matters to them.

Fruit for thought

Nathan in nature

Here are a few snippets of what our customers have been up to.

Isn’t citrus season just wonderful? Heather, who we work alongside in Supported Independent Living in Adelaide’s northeast, is pictured with some oranges from her backyard to share with friends.

Cara Short-Term Accommodation customer Nathan, didn’t let the winter weather stop him from exploring in nature, recently visiting Kuitpo Forest.

An artist at work

Bowled over

Helen, who we work alongside in Supported Independent Living in Port Augusta, is pictured here working on a new craft project. Arts and crafts are one of Helen’s passions, with her artworks displayed proudly around her home.

We can’t wait to see the finished product, Helen!

According to his support staff John, who we work alongside in Supported Independent Living in Murray Bridge, is a keen sportsman. John loves the outdoors, with fishing one of his favourite activities in the warmer months. In the cooler weather, he has enjoyed a few visits to the local bowling centre.

An audience with the Mayor

Connect with us on social media.

Coby, a Home & Community Support Customer in Mount Gambier, had the opportunity to meet with the Mayor of Mount Gambier Lynette Martin OAM. They chatted about Coby’s interests in politics and the Royal Family and Mayor Martin gave Coby a tour of the Council Chambers.

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Cara Inc

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Faces of Cara

Meet Monish

Quality Service Leader

Monish is pictured (right) with Cara customer Anton.

A GP of 15 years in his home country of India, Monish made the transition in to working in disability when he moved to Australia.

It’s a career path that continues to bring a smile to his face every day.

Monish says that he was driven by a desire to help people.

“Disability as a career path really suits me. I like to help people, and be there for them and support them to achieve their goals,” Monish explains.

“I am passionate about helping people to improve their lives.”

Monish says that he was attracted to work at Cara because his values aligned with Cara’s as organisation.

“When I was first looking to join Cara, the people that I met were so focused on the customer and their needs first and foremost. Cara’s values and goals aligned really well with mine.”

Monish said that he would encourage anyone to consider a job in disability at Cara.

“There is always an opportunity to grow your skills and training, it is a really supportive atmosphere at Cara.”

Initially working as a Support Worker, Monish is now a Quality Service Leader, working alongside customers in Supported Independent Living in Adelaide’s northeastern suburbs.

“Training new staff is something that I really enjoy. I love helping them to understand our customers and instilling a good culture in the service.”

When asked what he loves about his work, Monish laughs, before exclaiming “Everything!”

“Making a difference in someone’s life is something that makes me very happy.”

We want to hear from you!

We’re always open to feedback from our valued customers and families. If you wish to get in touch with us, you can reach our friendly Cara Connect Team on:

FINDINGPOSSIBLE Finding Possible is produced and edited by Cara’s Public Relations Team. If you have any feedback in relation to this edition, please email prteam@cara.org.au

(08) 8347 4588 contact@cara.org.au Disclaimer: The opinions expressed in Finding Possible are those of the individual authors and do not necessarily reflect the views of Cara or the editor, unless stated. While every care has been taken in the preparation of Finding Possible, the information contained within is of a general nature only and does not constitute advice. No liability is accepted for any errors it may contain or any damages or loss that may arise from the use of the information provided.

Articles from Finding Possible may be reproduced in other forums, provided the information is reproduced in full, with written acknowledgement of its source.