Participant Information Booklet (Easy Read)

Welcome

Welcome to Disability and Mental Health Care Pty Ltd. We look forward to working with you and supporting you to achieve your goals.

For more information, call 0488 114 368 or email hello@thecareweb.com.au.

Our services

We provide high-quality services and supports in these areas:

• In-home and community supports: daily personal activities, help with travel and transport, household tasks, and taking part in community, social and civic activities.
• Supported independent living, respite care and group supports: help with daily life tasks in a group or shared living arrangement.
• Employment-related supports: help to get and keep a job, or to study.

Our process

• We will arrange a time to meet with you.
• We will discuss the Service Agreement at the meeting, and how we can best support you.
• After the meeting, we will review your information to make sure we can help you.
• If we can help, we will prepare a Service Agreement.
• You will read the Service Agreement, and if you are happy with it, we will ask you to accept it.
• Once we both accept it, an agreement is formed between us.

Support planning

• We will do an assessment to understand your needs and goals.
• We want you to be involved, so we will include you and any people you want in this process.
• After this, we will develop a Participant Support Plan.
• We will ask you to review your plan, and if you are happy and agree to it, we will ask you to confirm it.
• Your plan will be reviewed regularly, and we will ask for your feedback during this review.

Our staff

• We employ qualified and experienced staff.
• All of our staff have completed the required training and obtained the necessary checks.
• We do our best to find the best match for you, based on your preferences.

Your rights

You have the right to:

• be treated with respect, dignity and courtesy;
• autonomy, including your right to intimacy and sexual expression;
• privacy of your personal information;
• be communicated with in a way that works best for you;
• be consulted on decisions about how your supports are provided;
• self-determination and decision-making;
• be supported to achieve your goals, physically, socially and emotionally;
• have your support tailored to suit your individual and cultural needs and preferences; and
• be supported to raise any concerns or complaints.

Conflict of interest

• If we provide you with support coordination alongside other supports, a conflict of interest may arise.
• We will always tell you about other providers who can provide the support.
• You can choose the support you receive from Disability and Mental Health Care Pty Ltd.
• If we provide support coordination to you, we will always provide three quotes (if possible) from other services as well.
• It is then your choice whether to choose Disability and Mental Health Care Pty Ltd for that support, or go with another provider.

Privacy

• We value and respect your right to privacy.
• We need to collect your personal information so that we can do our best to support you and your needs.
• You can update or change the personal information we have at any time.
• We follow our Privacy and Information Management Policy, which is published on this site.

Feedback and complaints

If you wish to give us a complaint or feedback, we encourage you to raise it with us first, so we can resolve any issues quickly. You can make a complaint:

• in person to the Director or a staff member;
• by telephone on 0488 114 368;
• by email to hello@thecareweb.com.au;
• through the feedback and complaints form on this site; or
• by post to 16 Crystal Crescent, Wyong NSW 2259.

If you want to make a complaint anonymously, you can use the form on this site or post, or you can choose an advocate who can contact us on your behalf.

You can make a complaint to the NDIS Commission by phone on 1800 035 544 or TTY 133 677 (interpreters can be arranged), through the National Relay Service asking for 1800 035 544, or by visiting ndiscommission.gov.au and filling out a complaint contact form.

We will resolve complaints promptly in accordance with our Feedback and Complaints Policy.

Incident management

• We manage any incident in accordance with our Incident Management Policy.
• We follow strict procedures when reporting reportable incidents to the NDIS Commission and any other relevant body.

Emergencies and disasters

• We have emergency and disaster management plans to make sure that you are safe and you can still access support.
• We will develop a plan with you about what you need if an emergency or disaster happens.

Exiting our service

• If you wish to leave our services, you can do so in accordance with the terms of our Service Agreement.
• We will support you to find other services if you require assistance.
• We will provide any information during this process to assist you with the transition.

Can someone speak on my behalf?

• We want to communicate with you in a way that you understand.
• You have the right to be supported by an advocate at any time.
• If you need an advocate to express your concerns or if you need extra support, the Disability Advocacy Network Australia (dana.org.au) can help you find advocate services in your state.
• If you need help accessing an advocate or interpreter, we can assist you.

Acknowledgement

You are given this booklet when you join, and its acknowledgement is recorded on your file at intake.