Helping Hand employee handbook Feel at home in your new career at Helping Hand
Contents Welcome to Helping Hand
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Your induction
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Things to know about your induction 6 Pre-employment 7 Welcome Workshop 7 Local orientation 7
The Helping Hand Way The heart of Helping Hand Our Mission and Objectives Our Values Our Service Ethos Our Qualities
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The Helping Hand Way Program 13 Our services Residential and retirement services Residential care homes Respite services Retirement living units Corporate offices Metropolitan Residential Homes Regional Residential Homes Home Care Other services
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Supporting our services
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Corporate Group 18 Board of Management 20 Fundraising 21 Chaplain 21 Newsletters 21 Volunteers 21 Environmental sustainability 21
Working at Helping Hand Code of Conduct Duty of Care Client focus Gifts from residents Identification badges Notification of absence Employee Asssistance Program Smoke-free Helping Hand Supporting performance Continuous improvement Privacy and confidentiality
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Conditions of employment
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Agreements and awards 29 Payment of wages 29 Timesheets 29 Private motor vehicle use 30 Superannuation 31 Salary sacrificing 31 Witnessing legal documents 31 Resignation and retirement 31 Education, training and development 32 Equity and diversity 33 My learning program 34 Police checks 34 Registration and license 35 Uniform 35
Health, safety and wellness
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Accident, injury and incident reporting 37 Emergency procedures 38 Fire procedures 39 Other emergencies 39 Hazard management 39 Chemicals 40 Contractors 40 Electrical 41 Manual handling 41 Infection control 43
Policies and procedures
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Policies 45 Procedures 46 Position statements 46 Quality system framework 47
Helping Hand | New aged care
Welcome to the team
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About this handbook Employee acknowledgement Useful resources
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Feel at home in your new career at Helping Hand
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Helping Hand employee handbook | Welcome
Welcome to Helping Hand I am pleased to welcome you to Helping Hand. We pride ourselves on the quality services and care that we deliver to more than 7,000 clients and residents across metropolitan and regional South Australia. You have been selected to be part of the Helping Hand community because we recognised in you something special. You reflect the characteristics and qualities needed to meet our service promise of putting client choice at the heart of our decisions. You also align to our values of compassion, respect, excellence and community. For over sixty five years we have been committed to providing quality aged care services to some of the most vulnerable citizens within our community. Whether an individual chooses to live in their home or in one of ours, our comprehensive services are delivered to support individualised wellness, dignity, quality of life and choice. This is only possible with the support of you and the 1,500 team members who work alongside you and support you in your role. Your day to day choices can make the day of a team mate or client - a smile, kind words, a thoughtful gesture. I encourage you to embrace this opportunity to learn and make a positive impact on the every day life of a person.
You are now a member of a team that has a long history of providing high quality care to older people in South Australia.
Chris Stewart Chief Executive Officer Helping Hand
Helping Hand | New aged care
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Your induction Things to know about your induction Your first few weeks will involve familiarising yourself with your work area, role, colleagues and the wider organisation. The most important thing to remember is to ask for assistance or support if you require it. Ask any questions you might have as they arise. The information in this booklet will answer many of the questions you may have and introduce you to the policies, procedures and work practices that support our success at work.
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Helping Hand | New aged care
Helping Hand employee handbook | Your induction
The Helping Hand induction process is organised in three main parts:
Pre-employment You will receive an email with a link to your employment documents and necessary information to prepare you for commencing work with Helping Hand.
Welcome Workshop In the first week of your employment you will be invited to a Welcome Workshop. This will introduce you to our organisation and provide you with further information about where you fit into Helping Hand.
Local orientation This part of your induction is at the location where you will be based and will include all the necessary information you require based on your specific role at Helping Hand. Remember to ask any questions you may have.
Helping Hand | New aged care
Your induction to Helping Hand will help you in your new role and to feel comfortable with us.
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Respect • Compassion • Excellence • Community
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Helping Hand | New aged care
Helping Hand employee handbook | The Helping Hand Way
The Helping Hand Way What makes Helping Hand different from other organisations? Simply put, it’s the people we employ. It’s their caring nature that changes the lives of those around. Their willingness to help – nothing is impossible. Their pride comes from knowing they are genuinely making a difference.
The Helping Hand Way also represents the relationship between our mission, objectives, values, workforce qualities and service ethos. It reminds us of the part they play in our everyday life. They reflect what our community expects and values about what we do and how we do it.
It’s these values that we’ve captured in The Helping Hand Way. It is intended to deliver a clear message about who we are, what we believe is important and our promise to our customers, staff and the broader community.
Together, we all breathe, live and practise The Helping Hand Way.
Our values Our workforce
Helping Hand | New aged care
Our objectives
Our service ethos
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The Helping Hand Way | Helping Hand employee handbook
The heart of Helping Hand
Our Mission & Objectives
Our mission and objectives clearly describe our purpose, what we are focused on achieving. Essentially: To provide innovative and responsive services for older people, which support them to have the best quality of life. The wellbeing of our residents is central to everything we do. We strive to provide a higher quality of life with an array of innovative services that assist older people to achieve: Individualised wellness - We believe that wellness is a right and determined by the individual. Dignity of living - We believe everyone is entitled to the care and attention they deserve. Quality of life - We believe older people have a right to maintain their quality of life, sense of purpose and contribution to the community. Choice - We believe that choice is about supporting options, client preference and informed decision making. 10
Our Values
Our core values are reflected in everything we do. They form the foundation on which we work, interact, decide and guide the strategy supporting our mission. These foundations guide all areas of our business including clients, staff, service development and delivery. They guide our behaviour, our decisions and our priorities. Compassion - We believe in demonstrating our concern for others and doing everything we can to help. Respect - We believe that everyone has the right to have their feelings, wishes and rights recognised and honoured. Excellence - We believe in providing the highest standard that goes above and beyond everything we do. Community - We believe in creating relationships that foster a better connection with our clients, our teams, each other and our community.
Helping Hand | New aged care
Helping Hand employee handbook | The heart of Helping Hand
Our Service Ethos
Our Service Ethos is the promise we make to our clients. It guides how we deliver our services and what our clients tell us is important to them. Putting client choice first is at the core of our service ethos. Connected - We believe an active and engaged community of clients, staff and volunteers offers a welcoming community that is built together. Personalised - We believe that excellence in care means we deliver our services to suit the needs of the individual. Considerate - We believe keeping everyone’s feelings in mind and understanding their circumstances, will result in better service.
Our Qualities
The personal characteristics and qualities our staff possess enables us to deliver our service promise and reflects our values. Engaged - Our staff listen, are attentive and interested in understanding the needs of our clients. Dedicated - Our staff are committed to making a difference through their work and always bring their absolute best every day. Professional - The professionalism of our staff is reflected in their skills and knowledge, respectful communication and courteous behaviour. Genuine - Our staff’s intentions and actions are sincere and authentic in everything they do.
Caring - We believe caring for clients and their choices demonstrates the compassion and respect they deserve.
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Gardening is one of the many services we provide for our Home Care clients. It is often one of the first services Home Care clients need along with cleaning. Our Home Care services extend to home modifications, nursing, allied health and palliative care.
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Helping Hand | New aged care
Helping Hand employee handbook | The Helping Hand Way Program
The Helping Hand Way Program The Helping Hand Way Program is used to describe the collective elements of a program that focuses on responding to how we translate our values and service ethos into the delivery of our day-to-day client service. It was developed with the input of our customers, staff, managers and the broader Helping Hand community. The elements of the program focus on:
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Delivering what’s important to our customers in their care experience (Top 5 Meaning For Me).
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Building on the focus of teams around the customer and working together for the customer (Team 10/Cafe Connect).
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A recognition program for existing and future staff role models (Team Mentors)
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Our customer service standards (Customer Service - The Helping Hand Way).
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Shared knowledge and wisdom in the workplace - a learning culture (Pay It Forward).
Customer service is important to our clients, to Helping Hand and to our staff.
The elements of the program will be seen in our day-to-day activities and support us to continue to deliver great service to our clients.
The Five Golden Standards guiding our service delivery are: 1
We always offer choice to our customer we ask, listen, provide options and strive to meet their needs.
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We engage with our customer - we are welcoming, approachable, genuine and we listen.
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We speak to our customer clearly, politely and respectfully.
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We deliver on our promises – professionally, on time and with compassion and care.
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We make their day! We focus on bringing joy and happiness to our customer.
To find out more about the Helping Hand Way Program please refer to the Helping Hand Way brochure where we describe how you will experience the program in your workplace and how to download our Helping Hand Way Mobile Phone App.
Helping Hand | New aged care
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Residents in our care homes take part in a range of activities including allied health services. Each site delivers an extensive Lifestyle Program supporting the social, physical and emotional wellbeing of our community.
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Helping Hand | New aged care
Helping Hand employee handbook | Our services
Our services Residential care homes
At Helping Hand, we believe our clients should have the right of choice.
Residential and retirement services Helping Hand Aged Care owns nine fully accredited residential care homes providing quality aged care, respite and secure dementia specific services. Our residential sites are in metropolitan and rural areas of SA. All sites have been fully accredited for many years and have been certified under the Aged Care Act, 1997. Helping Hand also operates independent retirement living units (1, 2 & 3 bedrooms).
• Clare • Golden Grove • Ingle Farm • Jamestown • Lightsview • Mawson Lakes • North Adelaide • Parafield Gardens • Port Pirie Respite services
• All Residential Care Homes • Elizabeth South • Woodville Retirement living units
• Belair • Clare • Jamestown • North Adelaide • Port Pirie • Prospect Corporate offices
• North Adelaide • Salisbury South • Tranmere
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Our services | Helping Hand employee handbook
Metropolitan Residential Homes
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Golden Grove
Mawson Lakes
Ingle Farm
North Adelaide
Lightsview
Parafield Gardens
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Helping Hand employee handbook | Our services
Regional Residential Homes
Home Care At Helping Hand, we believe our clients should have the right of choice, which is why our community services offer a wide range of care options tailored to support clients to remain independent in their own homes.
Clare
Services are offered both in-home and within other community settings and are available for older people, including veterans and war widows or those needing short or long-term help after a hospital stay.
Other services Helping Hand is proud of the large range of diverse services it provides within the community.
Jamestown
Port Pirie
Helping Hand | New aged care
This comes down to the experienced and highly qualified health professionals we employ who are passionate about encouraging and assisting clients to enhance their sense of wellbeing and quality of life. Our focus is on improving health and wellbeing by providing comprehensive multi-disciplinary assessments, reviews and individualised treatment plans.
Helping Hand is proud of the large range of diverse services it provides within the community.
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Supporting our services | Helping Hand employee handbook
Supporting our services Corporate Group Helping Hand is managed by an Executive Management Team, who form part of the Corporate Group. They provide the backbone for the organisation by supporting the business operations, organisational strategy, business planning and growth to ensure Helping Hand can provide outstanding service and care to our clients. The Corporate Group comprises the following groups who provide some of the following key services to managers and staff of the organisation. Care Environment & Service Strategy Care Environment & Service Strategy is responsible for leading the development of a physical environment and culture which assists clients to achieve the best possible quality of life. Client Safety & Quality Client Safety & Quality is responsible for the monitoring and improvement of systems of accountability for client care, minimisation of risks to clients and improving the quality of care and services. It promotes and supports safe, high quality services for all our clients.
Research & Development Research & Development seeks new and innovative ways of supporting clients and assisting staff in being the best they can be. They coordinate development activities, engage in research that helps to improve what we do for clients, staff and others, and coordinate student placements within the organisation. Administration Services Administration Services coordinates and manage a number of organisational-wide activities, as well as Corporate Group division-wide activities such as planning, training and development and customer service initiatives. Property Services Property Services is responsible for providing advice and support with all building and major fixed assets requirements which includes asset maintenance and renovations, acquisition of land and buildings, and upgrades to property, plant and equipment Finance Finance is responsible for coordinating all administrative, accounting and essential service functions for Helping Hand related to accounts payable and receivable, financial reporting, asset management and budgeting.
A focus on providing outstanding service and care to our clients.
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Helping Hand | New aged care
Helping Hand employee handbook | Supporting our services
Procurement Procurement is responsible for coordinating the purchasing and procurement needs through contract development, purchasing and fleet vehicle management.
Human Resources Human Resources coordinates all people related services for Helping Hand through management and advice related to employee relations, safety and wellness, injury management, payroll and training and development.
Marketing Marketing provides advice and support to the Board regarding fundraising and public relations matters. They also manage all activity related to marketing and promotion, fundraising, business partnership development, public relations and media advice.
Information Systems Information Systems provides support and service in relation to all systems, database management and infrastructure requirements across Helping Hand.
Chief Executive Officer
Executive Manager Care Governance
Executive Manager People and Culture
Client Safety & Quality Unit
Human Resources
Executive Manager Research and Development
Research & Development Unit
Executive Manager Marketing and Customer Experience
Marketing
Central Enquiry Line
Admissions Residential Services
Executive Manager Residential Services
Metropolitan RACS (6) • Golden Grove • Ingle Farm • Lightsview • Mawson Lakes • North Adelaide • Parafield Gardens
Regional RACS (3) • Clare • Jamestown • Port Pirie
Hotel Services Manager
Business Improvement Manager
Executive Manager Home Care Services
Chief Finance Officer
Metro Community Services
Finance
Regional Community Services
Information Services
Procurement
Property Services
Housing
Manager Residential Funding
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Board of Management The Board and CEO provide corporate governance and oversee the achievement of the organisation’s strategic direction. They are also responsible for coordinating the quality improvement approach, which includes quality assurance, continuous improvement strategies and preparation for accreditation. The Board has four main sub committees that provide focus for Helping Hand. These are: Finance and Property Sub Committee Monitor operational performance and capital expenditure and respond to the annual audit report. Consider and recommend to the Board, the annual operational and capital expenditure budgets.
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Clinical Governance Sub Committee Maintain an awareness of Commonwealth and State funding and legislative influences and their impact on client care. Contribute to strategic planning for residential and community-based service provision from a client care perspective, by maintaining an awareness of social and demographic trends in relation to ageing and trends of service provision. Community Relations Sub Committee Initiate and coordinate Helping Hand promotional activities, as well as initiating, encouraging and coordinating fundraising activities. Remuneration Sub Committee Comprises of the CEO and Board members who consider and make decisions on salary adjustments for non-award employees as recommended by the CEO. Helping Hand | New aged care
Helping Hand employee handbook | Supporting our services
Fundraising
Volunteers
As a Public Benevolent Institution, we have DGR (Deductible Gift Recipient) status. This means that we can receive gifts of money or property and the gift is tax deductible for the donor.
Volunteers make an extremely valuable contribution to Helping Hand, our employees and the lifestyle of residents and clients.
Fundraising activities undertaken by the organisation are overseen by the Marketing Department. Fundraising allows us to generate an extra stream of income and therefore provide extra capital resources (developments) and equipment to contribute to providing the real choices and quality of life that Helping Hand is renowned for.
Chaplain The Chaplain is responsible for the coordination of chaplaincy at all Helping Hand locations. This includes personal visits and pastoral care of residents, their families, employees and volunteers as well as being available for funeral services and religious ceremonies.
Newsletters Helping Hand recognises the importance of communicating across the organisation with both staff and clients. Three regular newsletters are distributed as follows: First Hand News Fortnightly bulletin electronically distributed across the sites and posted up around the staff spaces. This newsletter gives a quick update on the activity in the organisation. Helping Hand E-Newsletters to clients, residents, families and community members which is used to promote the activities and programs of Helping Hand.
Helping Hand | New aged care
The Volunteer Program at Helping Hand is designed to provide a support service to residents/clients with the aim to enhance their quality of life, provide a link between the organisation and the community and reflect the philosophy of Helping Hand. Volunteer programs are developed in accordance with the assessed needs of residents and clients to complement and support the work of employees. Please make our volunteers feel welcome.
Environmental sustainability Helping Hand is committed to reducing the impact of our environmental footprint and becoming a more sustainable organisation. We are determined to meet the current needs of our clients, while keeping in mind the impact our actions will have on future generations. To enable us to reduce our environmental footprint and increase our long-term ecological sustainability, Helping Hand has established several areas of interest on which to focus:
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Reducing waste sent to landfill and increasing recycling.
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Monitoring and reducing energy usage in our buildings.
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Supporting staff to integrate sustainability in their work day.
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Utilising environmentally friendly or fairtrade options when purchasing. 21
At Helping Hand our staff are trained in The Helping Hand Way providing a deep understanding of our values and our customer service principles.
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Helping Hand | New aged care
Helping Hand employee handbook | Working at Helping Hand
Working at Helping Hand Code of Conduct The Code of Conduct outlines the behaviours and attitude that we expect from our employees, and how we are all expected to apply the Helping Hand values in our workplace. The Code reminds us of the part our values play in our everyday life and reflects what our community expects about what we do and how we do it. The Helping Hand Aged Care Code of Conduct is designed to guide behaviour and decisionmaking in all daily activities. The Code provides your “behavioural job description� and is the minimum standard of behaviour expected from all employees, volunteers and contractors at all levels within Helping Hand. Breaches of the Code may result in informal or formal action to address the breach which may also include performance counselling or disciplinary action.
Duty of Care Helping Hand is committed to fulfilling its Duty of Care by ensuring the health, safety and welfare of all employees, volunteers, clients and visitors to Helping Hand. As employees and volunteers, you also have a legal obligation to ensure you adhere to the standards of reasonable care while performing any acts that could foreseeably harm others. This means you must act in the best interests of others, doing only what you have been trained for or received instruction on to meet the requirements of the job you have been engaged to do.
Helping Hand | New aged care
Our core values are reflected in everything we do.
At Helping Hand, part of your Duty of Care requires you to report to your Manager, any forms of observed or suspected abuse of clients. It is mandatory by law that any alleged assault is reported. Your Duty of Care as an employee or a volunteer at Helping Hand applies to all residents in aged care homes, clients in the community, visitors, employees, volunteers and anyone entering Helping Hand premises.
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Client focus
Gifts from residents
The continued success of Helping Hand depends upon the quality of care and service provided to our clients. For this reason, it’s essential that you understand the necessity of maintaining good relationships.
Helping Hand recognises that residents / clients may feel a need to express appreciation to employees in the form of gifts.
Our focus should always be the client and the quality of care and service we provide. To achieve this, it’s essential that Helping Hand employees and volunteers work together as a team. As a team member, Helping Hand is your place of work. However, it is also home to many of our clients and it is essential you conduct yourself as if you are a guest in another person’s home.
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Clients have been advised that it is their right to provide gifts but that such gifts should be of limited monetary value and must not be in the form of cash. The soliciting of gifts and/or acceptance of cash by staff is strictly forbidden. Services provided by Helping Hand are in the interest of promoting the quality of life of residents/clients and must not be used for additional personal gain by employees.
Helping Hand | New aged care
Helping Hand employee handbook | Working at Helping Hand
Identification badges Helping Hand provides name badges for all employees. Always wear your badge during official business related to your employment. Please return your badge to your supervisor at the end of your employment with Helping Hand.
Notification of absence If you need to be absent from work due to sickness, carer’s leave, bereavement, etc., you must notify your supervisor as early as possible prior to your starting time.
Smoke-free Helping Hand Helping Hand is a smoke free organisation. Smoking is not permitted on the grounds, in any buildings, vehicles or other environment or areas owned or operated by Helping Hand. You can request a home care client who smokes in their own home to refrain from doing so whilst you are in attendance. Smoking by volunteers and employees must be confined to authorised breaks from work, and in designated areas only.
You must notify your supervisor of future absence from duty (and how long you will be absent, if known) as soon as the absence is known and prior to your absence occurring.
Employee Asssistance Program Helping Hand offers all employees, volunteers and their immediate family members’ free access to counselling and support via an Employee Assistance Program (EAP). You can feel comfortable using your EAP to discuss any work or personal issues. Confidentiality is guaranteed. The EAP provider is completely independent from Helping Hand and no information about you or your family will be disclosed to anyone without your permission. A copy of the Employee Assistance Program brochure is included in your welcome pack. Contact details are available on the intranet, the Helping Hand Way phone App and at your local site.
Helping Hand | New aged care
The continued success of Helping Hand is due to the quality of care and service provided to our clients.
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Supporting performance
Continuous improvement
Effective performance creates a harmonious and productive workplace which is beneficial for both employees and employers.
Action Forms and the Helping Hand Way Phone App are used in the process of continuous improvement to identify and record ideas, issues, compliments and opportunities for improvement.
Helping Hand is committed to providing a workplace where we are always looking for ways to improve our operations to enable us to stay competitive in the aged care industry and to provide our employees opportunities to be the best at what they do and to be performing to a high standard.
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Your local induction will include information about accessing action forms and using the phone App in your local area. Employee grievances and complaints that are related to the work or work environment are dealt with confidentially through a structured grievance resolution process.
Helping Hand | New aged care
Helping Hand employee handbook | Working at Helping Hand
Privacy and confidentiality The information collected by Helping Hand relating to our residents / clients is subject to the provisions of the Commonwealth Privacy Act, 1988 and the Privacy Amendment (Private Sector) Act, 2000. The Privacy Act applies to personal information. That is, information about an individual who can be identified or whose identity could be reasonably ascertained from the information. You must only use or disclose information about a resident/client to a third party for the provision of the primary purpose, which is the provision of a health service. Discussions of matters concerning team members and clients should be confined to the matter at hand and should only be done in places where privacy will not be compromised.
Our focus should always be the client and the quality of care and service we provide.
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Every Helping Hand Residential Care Home has a kitchen with an on-site chef and Hotel Services teams who prepare fresh daily meals and diverse menus.
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Helping Hand | New aged care
Helping Hand employee handbook | Conditions of employment
Conditions of employment Agreements and awards
Payroll deduction services; including union fees, insurances, superannuation and direct debit into your bank accounts may be available. Please check with the Payroll Department for further information.
This section briefly describes the legal framework related to employment with Helping Hand. Please refer to your letter of offer to determine the appropriate legal entitlement relating to your employment contract.
Timesheets
An industrial award or Enterprise Bargaining Agreement is a legally binding document that lists the minimum key terms and conditions of your employment. Helping Hand has two Enterprise Bargaining Agreements which can be found on the intranet or from your Manager / Supervisor.
All rostered employees are paid for the hours recorded on their timesheet. You are responsible for ensuring your timesheet is completed correctly and verifying the hours worked by signing your timesheet at the end of each fortnight and providing it to the Administration staff.
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Health Professional Collective Workplace Agreement 2016
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Residential and Home Care Staff Enterprise Agreement 2014
The type of timesheets may vary, and this will depend on the employee location. Your supervisor will advise you of your timesheet method.
Payment of wages Helping Hand staff are paid fortnightly into your nominated account. The fortnightly pay cycle finishes on Sunday and pay day is the following Wednesday. However, in the event of a public holiday occurring on any day from Monday to Wednesday, pay day will be Thursday. Wages are paid by Electronic Funds Transfer into nominated accounts. Payment can be made into any bank, building society or credit union anywhere in Australia. You can also choose to split your wage into multiple accounts.
Generally, employees not included on a roster arrangement are paid as auto pay. This means that unless payroll is notified of any changes, you will automatically be paid the same pay each fortnight. If you work additional or different hours in a pay fortnight, you may be required to complete a timesheet. Please check with your supervisor to find out when this applies to you. Both rostered and autopay employees must apply for any leave and have it approved by your supervisor. You can apply for this by completing the HRD004F Application for Leave form.
Details of how much you will be paid are included in your Contract of Employment.
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Private motor vehicle use Helping Hand has a range of staff and volunteers who use their own private motor vehicle for Helping Hand business. Care Workers delivering services within the community are required to use their own private motor vehicle, as are some coordinators, managers and administration staff.
To protect the interests of both staff and volunteers and the organisation, it is a requirement that a signed agreement be completed in relation to the use of a private motor vehicle, before the vehicle is used. Please refer to procedure HRD126F Use of Private Motor Vehicle Agreement.
There are also volunteers who use their private motor vehicle during their volunteer duties with Helping Hand.
Helping Hand is committed to providing our employees opportunities to be the best at what they do.
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Helping Hand | New aged care
Helping Hand employee handbook | Conditions of employment
Superannuation You can choose to have your compulsory employer contribution of 9% paid monthly into your own complying superannuation fund or you can choose to use HESTA which is Helping Hand’s default fund. In cases where staff have not nominated a preferred super fund, super contributions will be provided to HESTA on behalf of the employee. Employees can make additional payments to their super fund - these are called voluntary contributions. Conditions associated with voluntary contributions should be discussed directly with the super fund. Voluntary superannuation payments can be paid pre-tax as these payments are free from Fringe Benefits Tax. If you would like to know more about voluntary payments, pleas contact payroll and complete an Authority to Make Deductions form.
Helping Hand outsources the administration of our salary sacrifice to Community Business Bureau (CBB) Due to legal restrictions Helping Hand Aged Care, its agents or employees, can provide advice, however any information received should be confirmed with independent sources (e.g. accountant or financial advisor) to ensure that you are doing what is best for you and your financial circumstances. Any cost incurred in obtaining financial advice is the employee’s responsibility.
Witnessing legal documents Employees of Helping Hand must not witness the making of a resident’s / client’s will. Other documents may be witnessed by senior employees or Board Members who by reason of their profession or appointment as a Justice of the Peace are specifically designated or authorised to witness such documents.
Salary sacrificing
Resignation and retirement
Salary sacrifice is offered by the Australian Taxation Office (ATO) to non-for-profit organisations as a means to offer competitive salaries in the general market place.
As an employee, if you wish to terminate your employment then you are required to provide written notice to your Manager, preferably with a reason for termination.
Salary sacrifice benefit enables employees to reduce their pre-tax salary by taking approximately $16,050 as a pre-tax benefit. Without salary sacrifice an employer is obliged to deduct income tax from your total gross salary. With salary sacrifice the gross is reduced thereby reducing the tax payable and increasing the net pay of the individual.
The relevant award, agreement or contract of employment will provide details of the minimum period of notice to be given on termination of employment. Providing advance warning allows time for final payments to be prepared, working schedules to be adjusted and a replacement to be secured which is important to continue the delivery of quality client care.
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Conditions of employment | Helping Hand employee handbook
Education, training and development
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Mandatory
The development of your knowledge and skills is important for the continued growth of Helping Hand. The commitment to successfully achieving the organisational objectives includes a range of initiatives for assisting all employees to gain greater knowledge and new skills.
Mandatory Training programs will be scheduled for targeted groups where Helping Hand is required to meet legislative, policy and management requirements. You must complete any mandatory training allocated to you.
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Development
Helping Hand Aged Care is committed to assisting all employees to develop their skills and expertise. Your performance development discussions will assist to identify priorities and development needs, and will be approved by your manager as appropriate.
Range of Initiatives
Development Programs are targeted for specific groups and individuals to achieve significant change and improved capability. Examples of development programs include; conferences, seminars, management and leadership, performance management and supervisor development.
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Study Support Program
Study Support Program provides individual employees with assistance to undertake further study to develop their current career. You may apply to your manager for assistance to undertake programs to achieve qualifications such as certificate, diploma or degree (undergraduate or post graduate).
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Continuing Professional Development (CPD)
Continuing Professional Development (CPD) for staff registered with AHPRA is available for employees and are supported to achieve a pre-determined number of education points over a year to demonstrate commitment to lifelong learning and competencies specific to their job roles.
The available initiatives for building greater knowledge and skills are:
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Education
Education sessions that provide employees and volunteers with an opportunity to gain new knowledge for update knowledge required for performance standards. Sessions may include information related to industry, clinical or professional practices.
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Training
Training programs to provide employees and volunteers with the necessary skills and knowledge required to perform current roles.
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Helping Hand | New aged care
Helping Hand employee handbook | Conditions of employment
Agreed Priorities The priorities for education, training and development are identified in the annual plans established for corporate, divisional and local needs. Many priorities will be supported as internal programs and therefore, listed in the Helping Hand corporate, divisional and local calendars. Some initiatives will be external programs available through private providers for the general public. In discussion with your supervisor or manager you will be able to identify your development priorities and how they may be addressed. Recording attendance All employees attending education, training and development programs are required to complete the following details. The programs may be conducted as internal programs within Helping Hand or as external programs.
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Internal programs
Internal programs are listed in the corporate, divisional and local calendars. Employees and volunteers will be given written notification of the program with the details of participants, time and location. All attendees are required to record their attendance on the attendance record form available at each session.
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External programs
External programs may be identified by managers, supervisors or employees. The authorisation to attend must be gained prior to registration utilising the Application for Elective Training Agreement (HRD022F) form.
Helping Hand | New aged care
All attendances will be recorded on the education, training and development database. To obtain further information please contact your Supervisor, Manager or Human Resources.
Equity and diversity Helping Hand is committed to being an inclusive and culturally safe work environment where all staff and clients are valued. We are proud of the diversity of our staff and committed to fostering a diverse, fair and inclusive environment as reflected in our values. Helping Hand embraces diversity throughout its organisation and practices, including; being inclusive and respectful of all people, regardless of their backgrounds and identification with minority groups. Helping Hand has no tolerance for disrespectful behaviour of any kind with customers or fellow employees.
Helping Hand is committed to being an inclusive environment for all staff and clients.
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Conditions of employment | Helping Hand employee handbook
My learning program My Learning encourages ongoing learning and development and complements the Performance Review process in supporting ongoing professional development for those who maintain professional registrations. My Learning is a program where employees can earn points for learning in their role at Helping Hand. Over a 12-month period, you will earn a minimum number of points, which are set according to your work role or professional qualification. As a guide, managers and health professionals are expected to accrue at least 30 points and most other employees will be expected to accrue 20 points annually. There is no upper limit to the points that can be accrued.
Uniforms must be worn by all employees who have direct client care and contact.
Points are assigned to a wide range of activities including: workshops, conferences, staff meetings, compulsory education sessions and presentation of in-service sessions to colleagues. For example, attendance at Helping Hand mandatory training sessions will earn you 2 points; participation at committee meetings will earn you 1 point per hour, and tertiary or TAFE education will earn you 10 points per semester.
Police checks In accordance with the requirements of the Aged Care Act 1997 (Commonwealth), it is a condition of your employment with Helping Hand that you must hold a current National Police Certificate that has been accepted by Helping Hand. It is also a condition of your employment that you undergo regular Police Checks thereafter as required by the Aged Care Act 1997
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Helping Hand | New aged care
Helping Hand employee handbook | Conditions of employment
(Commonwealth). Should you not renew your National Police Certificate in accordance with the requirement of the Aged Care Act 1997 (Commonwealth) Helping Hand will have no choice but to stand you down without pay until you comply with the requirement. While you remain an employee of Helping Hand, you must notify Human Resources of any changes to your personal circumstances that may alter the status of your Police record. This includes but is not limited to any charges or convictions you may have against you at any time. Failure to disclose any change to your Police record may result in disciplinary action, including termination.
Registration and license Helping Hand requires all staff, where it is a condition of employment to hold a current license, registration, or certificate to maintain as current and meet any of the associated costs. Please provide copies upon commencement of your employment and upon renewal. You must notify your Manager in writing if your license, registration or certification has lapsed or been revoked for any reason.
Uniform The professional appearance of employees reflects on the image of Helping Hand and has a significant impact on the way we are viewed by our clients, employees and the general public. Helping Hand approved uniforms are worn by all employees with direct client care and contact, and must be well maintained and not altered in any way.
Helping Hand | New aged care
If you work part time with clients and part time as back of house support, a uniform is only required to be worn when you are working directly with a client. To order your uniform please visit the Uniforms page on the Helping Hand intranet or ask your supervisor for help. Depending on which Enterprise Agreement you are covered by, you will be entitled to either receive a uniform allowance as part of your salary / wage or be reimbursed for the cost of the uniform upon presentation of your receipt. Please refer to your relevant Enterprise Agreement for further information. New employees will be allowed a “changeover” period of 3 months, at the end of which you will be expected to conform to the uniform guidelines. If you are not required to wear a uniform, you are expected to maintain a neat, clean and professional standard of dress when representing Helping Hand. Helping Hand has registered its uniform with AusIndustry as a ‘Non-compulsory Corporate Uniform’. This means that if you wish to purchase the uniform, but it is not considered compulsory and therefore not covered by the agreements listed below, you may be able to receive tax benefits.
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Helping Hand | New aged care
Helping Hand employee handbook | Health, safety and wellness
Health, safety and wellness The Board and the Executive of Helping Hand Aged Care value our team and recognise that people are the organisation’s most valuable resource in achieving its mission and providing safe care to our clients. Helping Hand provides a safe workplace for you and you play an important part in keeping yourself, your clients and your work mates safe. We want you to arrive safe, work safe and go home safe.
Accident, injury and incident reporting Helping Hand is committed to the provision of a safe and healthy work environment for all employees, contractors and visitors. To keep you and others safe we maintain records of all hazards, near misses, incidents and injuries for the purpose of maximising safety and reducing incidents. Accordingly, all staff are expected to report hazards, near misses and incidents and managers are expected to address these in consultation with staff.
Helping Hand | New aged care
We want you to arrive safe, work safe and go home safe.
What do I do if I have an incident at work? If you require first aid, go immediately to the designated first aid officer, RN or EN on site. The first aid officer will assess your injury and administer the necessary first aid. Where a person complains of chest pain, the first aid officer will call an ambulance. Where possible, the worker will fill out a Worker (Staff / Other) Incident Report Form (HRD033F). It may be appropriate to lodge a worker’s compensation claim. If you elect to do this, you will need to speak with your manager in the first instance. Part of this process involves your manager and the Safety and Claims Coordinator supporting you to be safe at work or work with your treating medical practitioner to return you to safe work at the earliest possible time.
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Emergency procedures Helping Hand has established a consistent approach to emergency situations by focusing and communicating to employees the following procedure: R Remove A Alert
ask for the Fire Brigade. If the emergency is other than fire, ring (0) 000 to alert the appropriate emergency service. Contain In case of fire or flood, close doors to prevent fire/water spreading to other areas; leave personal belongings behind.
C Contain
Evacuate
E Evacuate
You might have to evacuate the building due to fire, bomb threat, flood, gas leak or another emergency.
Remove If safe to do so, remove yourself and others to an area away from the danger. Alert Alert the people in the area where the danger is happening. In the case of fire, if there is no direct link to the fire department, RING (0) 000, 38
Your workplace will have Emergency Response Procedures located at designated places:
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Know where those procedures are located. If asked to evacuate, follow the wardens’ instructions. Stay calm and do not run. Helping Hand | New aged care
Helping Hand employee handbook | Health, safety and wellness
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Do not re-enter the building until the all clear has been given by the Fire Brigade. In the case of fire employees should implement R.A.C.E. However, please note the following guidelines that relate specifically to fire.
RED
Fire and smoke
BLUE
Medical
PURPLE
Bomb
BLACK
Personal threat
YELLOW
Internal
BROWN
External
ORANGE
Evacuation
Fire procedures Fires in workplaces do happen and caution must be used to guard against them. Good fire prevention habits go a long way toward preventing fires. Safety for workers and clients is everybody’s responsibility. In the event of fire YOUR first priority is to keep yourself safe, then the safety of your client then the protection of property.
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Ensure you know where the exits are in your workplace, so that you can evacuate easily if an emergency should occur. Keep all designated fire exits clear of equipment.
Helping Hand | New aged care
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Smoke is the biggest killer in a fire. When evacuating a smoke-filled room or building, keep low to the floor where the air is more likely to be cooler and contain less toxic gasses.
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Close doors behind you as you go to assist in isolating the fire.
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Once outside, NEVER re-enter the building for any reason.
Other emergencies There are a number of emergency situations that we could encounter in the workplace which we may need to be prepared for including; medical, bomb threat, intruder, earthquake, gas leak, chemical spillage, electricity failure and interrupted water supply. In ALL emergencies:
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Remain calm. Implement R.A.C.E. Follow Helping Hand emergency procedures. Report the incident to your Manager / Supervisor.
Hazard management What do I do if I find a hazard? If any person identifies a hazard (a situation that has the potential to cause harm to a person, the environment or property) take any action to remove, isolate or warn others of the hazard immediately. Report the hazard on a Hazard Report Form (HRD045F). Your Manager will investigate the hazard, take action to remove or minimise its impact and let you know the outcome.
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Chemicals There are a number of chemicals used in our workplace. Your local induction will discuss the specific chemicals that you may handle as part of your role. The following are brief guidelines applicable to chemical handling:
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Familiarise yourself with the Safety Data Sheet before using any chemicals.
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Only use chemicals for their correct purpose.
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Follow the instructions for use on the container and wear personal protective equipment (PPE) as required.
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DO NOT mix chemicals.
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Do not use the container if it is unlabeled.
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Stop using chemicals that cause you a reaction or discomfort. Notify your Supervisor.
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After use, ensure containers are correctly stored (e.g. containers to be tightly capped and stored in a safe place).
If affected by odours or fumes, open windows and turn on exhaust fans to increase ventilation.
Contractors Helping Hand engages various contractors to construct and maintain buildings, plant and equipment. All contractors must be registered as a Preferred Contractor before commencing work on our behalf.
Helping Hand | New aged care
Helping Hand employee handbook | Health, safety and wellness
A Helping Hand Contractor’s Handbook for Built Assets and associated Permit to Work has been designed to outline Helping Hand’s expectations and guidelines for contractors and their employees working at our premises. Employees must ensure that contractors supply a job analysis, are aware of their responsibilities and follow the PTW system as outlined in the Contractor’s Handbook before they commence any work on Helping Hand property.
Electrical All employees of Helping Hand will be exposed to electrical equipment and/or outlets. The most frequent electrical hazards are:
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The scene of an electrical incident should not be disturbed or altered (other than to isolate).
Manual handling To prevent and/or minimise the risk of injuries to employees undertaking manual handling tasks, Helping Hand Aged Care has implemented a “No Lift - No Injury” policy. Manual Handling is defined as: “Any activity requiring the use of force exerted by a person to lift, lower, push, pull, carry or otherwise move, hold or restrain any person, animal or thing.” This means that ALL employees must:
Frayed electrical cords.
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Over loaded power points (e.g. double adaptors).
Avoid physically lifting persons unless it is a life-threatening situation.
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Use equipment provided when conducting manual handling tasks (e.g. lifters, slide sheets & sack trucks). Attend manual handling training as requested.
Damaged or faulty equipment. Electricity near water. Damaged or incorrectly wired electrical switches.
In the event of an electrical incident it’s important to remember:
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Where there is a power outage to a room, there needs to be immediate investigation prior to resetting the circuit breaker.
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The potential for serious injury from electrical incidents is acknowledged and any person who reports an electric shock needs to be immediately assessed at site level by the designated First Aid Officer and then by a medical practitioner the same day.
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Assist in identification, assessment and control of hazardous manual tasks.
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Helping Hand | New aged care
Helping Hand employee handbook | Health, safety and wellness
It is essential that all staff implement infection prevention and control into everyday practice.
Infection control To minimise the spread of infection and disease, you are expected to have an understanding of infection control and you are required to be fit for work at all times. Infection control is a critical and evolving specialist field, yet it is essential that all staff implement infection prevention and control into everyday practice, regardless of work roles. An infection is a disease caused by the invasion and multiplication of germs in the body. Infections can occur in any part of the body and can be localised or systemic (spread throughout the body). The germs may be bacteria, viruses, yeast, or fungi. They can cause a fever and other problems, depending on the site of the infection. When the body’s natural defense system is strong, it can often fight the germs and prevent infection. Cancer treatment can weaken the natural defense system.
Helping Hand | New aged care
When providing care for people in a variety of clinical situations e.g. residential or the client’s home, there is the potential for transmission of infection from a client/resident to a staff member and in the reverse. Standard precautions should always be observed to minimise infection. Prevention and control work practices should be undertaken when caring for every client regardless of the client’s infectious disease status. This includes:
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Hand hygiene – Note: Effective Hand Hygiene is the single most important strategy in preventing health care associated infections.
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Use of personal protective equipment PPE according to risk of exposure to body fluids.
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Use of aseptic technique.
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Safe handling and disposal of sharps and potentially infectious material.
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Environmental controls such as cleaning and spills management (SA Health).
Appropriate reprocessing of re-useable instruments and equipment.
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Helping Hand is a pet friendly organisation. We have fish, birds, chickens and cats who live in our care homes as well as regular visiting animals. In many circumstances, where it is safe to do so, residents are enabled to bring their pets with them when they move in to our care homes.
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Helping Hand | New aged care
Helping Hand employee handbook | Policies and procedures
Policies and procedures Policies Helping Hand’s policies reflect the values, objectives and culture of the organisation. Our policies are statements of intent and reflect broad principles to guide our decision making in relation to our day-to-day service and activities. It is important that you familiarise yourself with the contents of the policies. Your local level induction will include the opportunity to read these policies and our policies are then supported by a range of procedures. Your Supervisor / Manager will be able to provide you with copies of current policies and procedures or show you where you can find them online.
A reflection of our values, objectives and culture.
Policy 1
Care and service delivery
Policy 2
Corporate governance
Policy 3
Organisational change and growth
Policy 4
Access and equity
Policy 5 Quality Key documents which include our strategic plan, procedures and position statements help us to consistently and systematically improve our services and enable us to develop action plans for improvement.
Policy 6
Duty of care
Policy 7
Human resources
Policy 8
Occupational health, safety, welfare and inury management
Policy 9
Financial and asset management
Policy 10
Privacy and confidentiality
Policy 11
Information systems
Policy 12
Marketing and public relations
Policy 13 Ethics
Helping Hand | New aged care
Policy 14
Consumer engagement and feedback
Policy 15
Environment management
Policy 16
Intellectual property
Policy 17
Integrated risk management
Policy 18
Return to work and injury management 45
Procedures
Position statements
Helping Hand’s procedures support our policies and provide practical guidance in relation to day-to-day tasks undertaken by employees and volunteers. The procedures reflect Helping Hand’s mission and philosophy and reflect compliance with relevant laws, regulations, standards and guidelines.
Position statements clearly document Helping Hand’s approach to emerging issues relevant to our organisation, industry and the community. Your Supervisor / Manager can provide you with copies of current position statements or you can read them on the Helping Hand website.
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Cultural and Linguistic Diversity Personal Enrichment Carers Recognition Animals at Helping Hand Helping Hand and the LGBTI Communities Forgotten Australians
Helping Hand | New aged care
Helping Hand employee handbook | Policies and procedures
Quality system framework The Helping Hand Quality System Framework is a strategic overview of the key principles and practices necessary for the effective monitoring, management and improvement of care and service delivery for Helping Hand. The framework is built on a foundation of quality management principles and draws together the elements used within Helping Hand to manage the quality of what we do. The intent is that it is applied to benefit the organisation in improving the safety and quality of care and services for our clients. Helping Hand strongly believes in continuous improvement and utilises the quality system framework to ensure all information obtained from audits, surveys, reports, action forms and from other records is used to maintain and improve the way we do things.
Helping Hand strongly believes in continuous improvement in the way we do things.
Helping Hand | New aged care
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Welcome to the team About this handbook We hope that this handbook has provided you with useful information to support you in your new role at Helping Hand Aged Care. This handbook is only a guide to assist you during your employment with Helping Hand and we always recommend that employees should ask
questions and learn more about their role, and the organisation through their own experiences and research. Every day we witness people making extraordinary contributions to our organisation and the lives of our clients and we genuinely thank you and wish you every success in your role.
Every day we witness people making extraordinary contributions to our organisation and the lives of our clients and we genuinely thank you and wish you every success in your role.
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Helping Hand | New aged care
Helping Hand employee handbook | Welcome to the team
The employee handbook describes important information about working at Helping Hand. I understand I should consult my Manager or Human Resources Manager regarding any questions not answered in the hand book.
Employee acknowledgement Since the information, policies, and benefits described here are subject to change, I acknowledge that revisions to the handbook may occur. All substantive changes will be communicated through official notices, and I understand that revised information may supersede, modify, or eliminate existing policies. Furthermore, I acknowledge that this handbook is neither a contract of employment nor a legal document. I understand this handbook is available on the Helping Hand website at all times. I understand a printed copy of this handbook can be made available to me through the Human Resources Office at any time. I understand that it is my responsibility to read and comply with the information contained in this handbook and any revisions made to it.
Useful resources The following documents and resources will provide additional information and understanding of information which is contained in this handbook. Should you require assistance in locating any of the following information, please speak to your Supervisor / Manager or a Human Resources Representative.
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Contract of Employment Health Professional Collective Workplace Agreement 2016 Residential and Home Care Staff Enterprise Agreement 2014 Helping Hand Code of Conduct Brochure Helping Hand Duty of Care Policy Work Health and Safety Act 2012 (SA) Work, Health and Safety Regulations, 2012 (SA) Workers Rehabilitation and Compensation Act (SA) 1986 Workers Rehabilitation and Compensation Regulations (SA) 2012 Helping Hand Aged Care, Work, Health and Safety Policy Employee Assistance Program Brochure Helping Hand Intranet - Policies, Procedures and Position Statements
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Head Office 34 Molesworth Street, North Adelaide SA 5006 | PO Box 66, North Adelaide SA 5006 1300 653 600 | www.helpinghand.org.au