SDP's

1. Prepare for service

2. Review diary and online roster to ensure correct days/times are undertaken

3. Be presentable when attending to a service; promote yourself and the organization in a positive way.

4. Never divulge any confidential information about Accuro Homecare or other clients and do not give out your personal phone numbers or address etc to clients or clients’ family and friends. Do not contact clients outside of scheduled work hours.

5. Please ensure you are not do any of the following: 

A) Do not give client advise of personal matters 

B) Do not discuss your roster or availability 

C) Do not accept gifts/ money/loans from the client or engage in sexual relationships with clients 

D) Do NOT discuss personal life matters 

E) Do NOT give out any personal information, phone numbers, address, or your last name. 

6. Employees and clients must not be under the influence of drugs, legal or not, or use tobacco or alcohol products, including E-cigarettes, that would create a hazardous working environment.

7. Be sure to follow policies and procedures and reporting procedures if client, elder or child abuse/neglect is present. Ensure you are following our policies and procedures at any given time:

A) Confidentiality Agreement 

B) Work Health and Safety Agreement 

C) Work Method Statements 

8. Report health, welfare and safety concerns for clients and employees. Ensure to send reports in on the day. Call the office immediately for any welfare concerns for falls, open wounds, infection, decline in health, pain, injury, or illnesses straight away. If need be, call an ambulance.

9. Ensure you are familiar with Work Method Statements for each task before undertaking individual tasks. 

10. If service involves taking the client out for a meal/coffee be aware that the expense of the meal/coffee is generally not reimbursed unless advised by the office. However, If the client wishes to go to the movies, art shows or any entertainment shows/activities this will be at the client’s expense. If in doubt speak to the office.

11. If the service involves going to the beach or a lake, please be aware that you must call for approval if the client wants to go swimming. Direct Support Workers are not to swim at beaches or lakes under any circumstances.

12. If specific tasks have been specified from the office or Case Manager attend to these first. If no specific instructions are received priority should be given to the main living areas; kitchen, bathroom, clients bedroom and living area.

13. Contact the office if: 

A) Contact office if you are unaware of any requirements when performing duties throughout your services. 

B) If unable to complete all the set tasks in the timeframe provided contact the office as soon as you become aware of this for advice.

C) If the client declines assistance with personal care take note of the client’s overall appearance of cleanliness and/or anybody odours present and contact the office before providing any other type of service.

D) Report any change in the client’s wellbeing or ability (better or worse) to the office.

E) If the client requests any alcohol products to be purchased the office is to be contacted prior to the purchase for authorisation.

14. If all tasks are completed before the scheduled end of the service offer extra cleaning tasks not requested and/or offer to make the client a drink and provide some socialisation. Be aware that some clients will not request any tasks be completed for a variety of different reasons this does not mean they do not require the cleaning to be done, use initiative and provide the service you have been requested to provide by the office.

15. Take the time to talk with the client enquiring as to how much assistance they require and if they have a particular process they would like you follow.

16. If Standby assistance only is required leave the client in privacy to complete the washing process. Ensure you are able to hear the client at all times and provide assistance if required. Return to assist the client when required

17. Take note of any wounds, abrasions or bruises on client’s body and report any that you think may be of concern.

18. Assist clients apply any creams, lotions or powder that may be required. Do not perform any care to wounds.

19. B. Ensure you are aware of any mobility aids and/or mobility issues they client has before commencing the service.

20. Greet the client following the Client Liaison Service Delivery Procedure.

21. Ensure any appointment cards, x-rays or other items which are required for the appointment are collected from the client’s premises before leaving.

22. If the client possesses a Disability Parking Permit bring this with you and display in your car when parked in any disabled parking bays.

23. Place any mobility aids and/or equipment safely in the boot.

24. Park only in legal parking areas and do not allow the client to alight the car until parked correctly. If there is no available parking, find a legal place to stand your car near the entrance, assist the client from the car, retrieve any mobility aids for the client and arrange for the client to wait by the entrance for you whilst you park the car. Ensure you know where the client is always.

25. Most shopping services are authorised only to attend the grocery store nearest to the clients home, ensure you are aware of which shopping centres you are authorised to travel to before commencing the service.

26. Be aware throughout the service of the time ensuring that there is enough time to complete the service and transport the client home in the scheduled times.

27. Under no circumstances are you permitted to purchase any items or conduct any business for yourself during a service.

28. Request a list from the client or make one ensure you record preferred brands and sizes.

29. The client is to provide you with sufficient cash to purchase the requested items. Under no circumstances are you to accept an ATM card or Credit card from a client.

30. Record any cash given to you by the client on your attendance sheet and have the client initial next to the amount before leaving the client’s premises. Place the cash in a secure way on your person or in your bag, ensuring it is at all times separate from your own money.

31. Ensure you obtain receipts for all items purchased.

32. If there is extra time before the end of the scheduled service offer to provide some extra domestic assistance and/or make the client and drink and have a chat.

33. If there is extra time before the end of the scheduled service offer to provide some extra domestic assistance and/or make the client and drink and have a chat.

34. Take the time to talk with the client enquiring as to what meal they would like you to prepare and/or if they have a particular recipe they would like you to follow. Be aware of cultural differences when preparing food and if necessary enquire about particular products or methods of preparation required for the client’s culture. 

35. Record any cash given to you by the client, by uploading a photo through Alayacare and if required, have the client initial next to the amount before leaving the client’s premises. Place the cash in a secure way on your person, ensuring it is at all times separate from your own money.

36. Ensure you obtain receipts for all items purchased.

37. On your return, upload a photo of the receipt/s and the change, through the Alayacare app, and if required, have the client sign or initial.

Areas constituting misconduct

38. Do not accept gifts/ money/ loans from the client or transact any kind of business dealings – such as purchasing from, or selling items to, our clients.

39.  Do not engage in sexual relationships with clients.

40. Employees should not be under the influence of drugs (illicit or prescription), or use tobacco or alcohol products, including vaping, whilst engaged in their support duties, or on any client’s premises.

41. If the client requests to purchase alcohol products, the office is to be contacted first for advice. You may be advised you cannot prevent the client from conducting a purchase, but you must never personally make the transaction.

Reporting issues and concerns

42.  Clients should not be under the influence of drugs (illicit or prescription), or making use of tobacco or alcohol products, including vaping, whilst an Accuro Employee is in their home, as it constitutes a hazardous working environment.

43.  Call the office immediately for any client welfare concerns for falls, open wounds, infection, decline in health, pain, injury, or illnesses straight away. If need be, call an ambulance.

44.  Follow duty of care, policies and procedures and NIDS and Aged Care reporting obligations if client, elder or child abuse or neglect is apparent.

45.  When writing client progress reports and health, welfare and safety concerns for clients and employees; submit reports as soon as practical, as they are time critical. Report any changes in the client’s wellbeing or ability (whether better or worse) through the Client Progress Report.

At the end of a Service

46.  If unable to complete all the set tasks in the timeframe provided contact the office for advice, as soon as realise you will not have sufficient time.

47.  If all tasks are completed before the scheduled end of the service, offer to do some extra cleaning tasks that have not specifically been requested and offer to make the client a drink and provide some socialisation. Some clients hesitate to request any further tasks be completed. Accuro appreciates the use of your observation skills and initiative, and we ask you to complete alternative tasks until you have utilised the allocated service time as requested by the office.

48.  If you must finish a service early at the insistence of the client or for other valid reason, please always contact the office to advise.