Five Good Friends Quality Framework and Policies


Quality Framework

 

Five.Good.Friends. is committed to a continuous improvement and an integrated systems approach to quality; aligned to all relevant industry standards, legislation and regulation.

Our Quality Framework is designed to ensure our services;

  • Remain relevant to Members, their families and communities
  • Deliver a high level of satisfaction to Members, Helpers and other stakeholders
  • Empower consumers to maintain control over their lives, surroundings and decisions
  • Lead innovation in the sector
  • Activate the community to strive for and achieve better outcomes for consumer directed care

Policy

Five.Good.Friends. Quality Framework complies with;

  • Increasing Choice in Home Care effective 27 February 2017
  • Aged Care Act 1997
  • Quality of Care Principles 2014
  • User Rights Principles 2014
  • Accountability Principles 2014

Responsibilities

The overarching responsibility and accountability for the Quality Framework lies with the Five.Good.Friends. Directors.  Within our organisational structure the responsibility has been delegated to the CEO and Head of Care and Member Services and Management Team to progress each of the components of the Quality Framework.

Each Manager assists in establishing, implementing and maintaining the Quality Framework within their areas of responsibility through quality initiatives, processes and activities.

Principles

  • Driven by continuous improvement
  • Delivers enhanced services, products and business outcomes
  • Solution focused
  • Aware, informed and proactive
  • Compliance orientated
  • Achieves our purpose of better care for those who need it

Components

  1. Policy
  2. Risk Management
  3. Compliance and Audit
  4. Quality Initiatives and Activities
  5. Complaints and feedback handling
  6. Incident and Injury Management
  7. Member and Helper Service and Satisfaction
  8. Human Resource Management
  9. Work, Health and Safety
  10. Reporting

 

Our Quality Framework is controlled through review and evaluation activities designed to assess our effectiveness in delivering value to our Members, Helpers, the community and those who need care whilst ensuring compliance with relevant regulations and legislation.  These controls help us manage our risks, ensure we are aware of issues and identify preventative actions and opportunities for improvement.

Processes have been established as part of our Quality Framework to encourage feedback to build a culture of continuous improvement.  We will take any action necessary to rectify issues, create solutions and improve outcomes.  A ‘quality escape’ is an instance, occurrence or event which is below company standards, expectations and specification requirements.

We aim to identify, record and report all issues and highlight and celebrate successes and achievements which demonstrate quality services.

Authorisation

Quality Framework Updated 21.04.17
Applies to: All Five Good Friends staff, volunteers, contractors and sole traders
CEO: Simon Lockyer
Date Authorised: March 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Complaints and Feedback Management Policy

1. Objective

To provide Five Good Friends  Members, all workers (staff, volunteers, contractors, sole traders) and stakeholders with an opportunity to provide feedback about their service and experience with Five Good Friends.  We encourage and value feedback.  Complaints and feedback are encouraged and managed in a timely, fair and transparent manner and serve to guide improvements in the provision of quality services and technology.

Policy Statement

Five Good Friends is committed to effective complaints and feedback management.  Five Good Friends will make it easy for people to raise issues and ensure Members, management and all workers have the skill and resources to effectively raise, action and report complaints and feedback to build a culture of learning and continuous improvement.

This Policy states Five GoodFriends  expectations:

  • Awareness; all persons understand how to make a complaint or provide feedback and this is promoted as part of on-boarding Helpers and Members.
  • Approach; the community team, managers and directors are accessible, supportive and responsive to persons who wish to make a complaint or provide feedback. All forms of feedback are accepted, taken seriously and treated respectfully and without delay.  Support will be provided to the person making a complaint or providing feedback as needed.
  • Response; all persons will have the resources and tools to manage complaints effectively within the scope of their role. The person will be promptly acknowledged and relevant processes and timeframes will be outlined.
  • Process; complaints and feedback will be managed equitably, confidentially and in accordance with the associated process. An appeal can be made if a satisfactory outcome is not achieved.
  • All persons are expected to comply with this policy and the associated process.
  • Five Good Friends management team are responsible for managing complaints and identifying and implementing corrective actions and preventative strategies.
  • Where appropriate matters will be reported to external authorities and Five Good Friends will fully cooperate with any external investigation.
  • Where appropriate and practical Five Good Friends  will adopt learnings from each complaint as part of our continuous improvement processes and commitment to quality services.
  • Anyone who experiences themselves or witness behaviour in contravention of this Policy must bring the matter to the attention of their Manager immediately.

3. Responsibilities

Directors and the management team are responsible for:

  • Ensuring effective complaints and feedback management
  • Appointing key personnel to manage specific issues
  • Reporting complaints, feedback and outcomes to the Board
  • Ensuring all Members, workers and stakeholders know how to make a complaint or provide feedback

4. References

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedures

5. Authorisation and Contacts

Complaints and Feedback Management Updated 28.02.17
Policy number: FGF002
Date adopted: Feb 2017
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Complaints and Feedback Procedure

1.Objective 


To provide Five Good Friends all workers, Members and stakeholders with an opportunity to have a say on their service and experience of Five Good Friends  We encourage and value feedback.  Complaints and feedback are encouraged and managed in a timely, fair and transparent manner and serve to guide improvements in the provision of quality services.

2.Scope

This procedure applies to the management of all complaints and feedback received.

3. Procedure

3.1 Initial acknowledgement

The person taking the complaint should;

  • Offer support to the person making the complaint or providing feedback
  • Support the person’s right to make a complaint or give feedback without fear of prejudice or retribution
  • Accept complaints and feedback verbally or in writing with a preference for more serious formal complaints to be provided in writing
  • Record the details of the complaint on the Complaint and Feedback Form
  • Explain the complaint or feedback has been taken seriously, will be treated confidentially and will be brought to the attention of the relevant manager who will respond directly within 2 working days (N.B. Complaints or feedback received in writing must be responded to in writing)
  • Report complaint or feedback to relevant manager immediately

3.2 Management

The Manager responsible for managing the complaint or feedback should;

  • Review details of the complaint or feedback
  • Determine seriousness of the complaint and escalate to next level of management accordingly
  • Bring all serious matters to the attention of a Director immediately
  • Bring all Member & Helper matters to the attention of the Head of Care & Member Services
  • Outline the process, approach and timeframes the person/s can expect
  • Ensure all persons involved are afforded procedural fairness
  • Gather the facts of the matter and complete a Complaint and Feedback Form
  • Determine the appropriate course of action necessary to resolve the complaint or respond appropriately to feedback
  • Notify Insurance Broker if relevant and only with the knowledge and approval of the relevant Director
  • If within scope of role take action and resolve matter
  • Record outcome and finalise using the Complaint and Feedback Form
  • Record on the Complaint and Feedback Register

3.3 Investigation

  • For serious matters requiring formal investigation the relevant Director will appoint an independent and skilled investigator
  • Investigator to conduct investigation and prepare a report of findings and recommendations to the Director requesting the investigation
  • Directors to make decisions on recommendations and take or delegate relevant actions to resolve the matter

3.4 Responding

  • Notify the person making complaint or providing feedback of the action taken, outcome and resolution
  • Determine the level of satisfaction with the matter
  • Thank the person for their complaint or feedback
  • Inform the person the matter is now considered closed

3.5 External Referral

  • Where appropriate refer the matter to relevant external authorities
  • An external referral can only be made by a senior manager with a Director’s knowledge
  • Fully participate with any action or processes to be conducted by an external authority

3.6 Outcome and Improvement

  • The Manager is responsible for implementing learnings across the business and strategies for improvement and prevention to support continuous improvement

3.7 Appeals

  • All persons have the right to appeal the decisions and outcomes of matters
  • Appeals are to be made to the next level of management above the manager responsible for the outcome of the original complaint
  • Matters already dealt with by a Director will be escalated to the Advisory Board for review and decision
  • Senior management will
    • review the matter and either uphold or overturn the outcome
    • be responsible for communicating the outcome to all persons involved
    • document the appeal and outcome on the Complaint and Feedback Form
    • be responsible for ensuring all relevant action is taken
    • close the matter
    • Monitoring and Reporting
  • All complaints and feedback will be reported on as part of the weekly Community Operations meetings, Quality Review meetings, Monthly Operations Report and tabled at Advisory Board meetings

4. References

  • Complaints and Feedback Policy
  • Complaints and Feedback Form
  • Complaints Register
  • Terms and Conditions, Sign Up and Induction Procedures

Authorisation

Quality Framework Updated 28.02.17
Applies to: All Five Good Friends staff, volunteers, contractors and sole traders
CEO: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Incident and Injury Management Policy

 

1. Objective

To provide Five.Good.Friends. workers and stakeholders with effective incident and injury management to maintain a safe environment and to correct and prevent incidences or harm. We encourage and value the identification and reporting of incidents and injuries.  Incidents and injuries will be managed in a timely, fair and transparent manner and serve to guide improvements in the provision of quality services and to maintain people’s health and well-being with no disruption to the provision of Five.Good.Friends. business and services.

2. Policy Statement

Five.Good.Friends. is committed to effective incident and injury management.  Five.Good.Friends. will make it easy for people to raise issues and ensure management, staff and sole traders have the skill and resources to effectively raise, action and report incidents and injuries and build a culture of learning and continuous improvement.

An incident is an adverse outcome that occurs as a result of or during the delivery of Five Good Friend services and constitutes a breech of the Home Care Standards.  It includes injury to a Member or Helper, significant threat to the health and safety of a Member or Helper, unexpected death of a Member or Helper or an accident or natural disaster which will or is likely to impact or prevent service provision or business continuity.

This Policy states Five.Good.Friends. expectations:

  • Awareness; all persons understand how to report incidents and injuries and this is promoted as part of onboarding Helpers and Members.
  • Approach; the community team, managers and directors are accessible, supportive and responsive to persons in relation to incidents and injuries. Our approach is based on early intervention and continuous improvement.  All incidents and injuries are accepted, taken seriously and treated respectfully and without delay.
  • Response; all persons will have the resources and tools to manage incidents and injuries effectively within the scope of their role. The person will be promptly acknowledged and relevant processes and timeframes will be outlined.  Injuries occurring in the course of completing Five.Good.Friends. responsibilities will be covered by Five.Good.Friends. insurance and support will be provided to manage any associated insurance claims.
  • Process; incidents and injuries will be managed equitably, confidentially and in accordance with the associated process. An appeal can be made if a satisfactory outcome is not achieved.
  • All persons are expected to comply with this policy and the associated process.
  • Good.Friends. management team are responsible for managing incidents and injuries and identifying and implementing corrective actions and preventative strategies.
  • Where appropriate, matters will be reported to external authorities and Five.Good.Friends. will fully cooperate with any external investigations or processes.
  • Good.Friends. will adopt learnings from each incident or injury as part of our continuous improvement processes.

3. Responsibilities

Directors and the Head of Care and Member Services are responsible for:

  • Ensuring effective incident and injury management
  • Appointing key personnel to manage specific issues
  • Reporting incidents and injuries, feedback and outcomes to the Board
  • Ensuring all Members, all workers and stakeholders know how to raise incidents and report injuries

4. References

4.1 Company Documents

WHS Policy

Authorisation and Contacts Incident and Injury Management Policy Updated 17.04.17
Policy number: FGF009
Date adopted: 28.02.17
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: 17.04.17
Next Review Date: 28.02.18
Endorsed by: Head of Care and Member Services


Incident and Injury Management Procedure

1.Objective 
 

To provide Five.Good.Friends. all workers and stakeholders with effective incident and injury management to maintain a safe environment and to correct and prevent incidences or harm. We encourage and value the identification and reporting of incidents and injuries.  Incidents and injuries will be managed in a timely, fair and transparent manner and serve to guide improvements in the provision of quality services and to maintain people’s health and well-being with no disruption to the provision of Five.Good.Friends. business and services.

2. Scope

This procedure applies to the management of all incidents and injuries.

3. Procedure

3.1 Initial acknowledgement

The person who becomes aware of an incident or injury should;

  • Offer support to the person/s involved or injured immediately
  • Seek urgent medical assistance as required
  • Record the details of the incident or injury
  • Explain the matter has been taken seriously, will be treated confidentially and brought to the attention of the relevant manager who will respond as soon as possible
  • Report incident or injury to the relevant manager immediately

3.2 Management

The Manager responsible for managing the incident or injury should;

  • Acknowledge awareness of the incident or injury to relevant parties
  • Review details of the incident or injury
  • Determine seriousness of the matter and escalate to next level of management accordingly
  • All serious matters must be brought to the attention of a Director immediately
  • All Member and Helper matters must be brought to the attention of the Head of Care and Member Services
  • Outline the process, approach and timeframes the person/s can expect
  • Ensure all persons involved are afforded procedural fairness
  • Collect all facts of the matter and complete a Incident Report Form
  • Determine the appropriate course of action necessary to resolve the incident and ensure the safety and well-being of any injured person
  • Notify Insurance Broker or WorkCover if relevant and only with the knowledge and approval of the relevant Director
  • If within scope of role take action and resolve the matter
  • Record outcome and finalise using the Incident Report Form
  • Record on the Incident and Injury Register

3.3 Investigation

  • For serious matters requiring formal investigation the relevant Director will appoint an independent and skilled investigator
  • Investigator to conduct investigation and prepare a report of findings and recommendations to the Director requesting the investigation
  • Directors to make decisions on recommendations and take or delegate relevant actions to resolve the matter. This may or may not include taking item to the Board.

3.4 Responding

  • Notify person/s involved in an incident or injury of the action taken, outcome and resolution in accordance to Procedure
  • Determine the level of satisfaction with the matter
  • Thank person for making us aware of the incident or injury
  • Inform the person the matter is now considered resolved and closed
  • Complete Incident Report and forward to appropriate Manager

3.5 External Referral

  • Where appropriate refer the matter to relevant external authorities including the Division of Health and Safety and WorkCover
  • An external referral can only be made by a senior manager with a Director’s knowledge
  • Fully participate with any action or processes to be conducted by an external authority

3.6 Outcome and Improvement

  • The Manager is responsible for implementing learnings across the business and strategies for improvement and prevention to support continuous improvement and quality

3.7 Appeals

  • All persons have the right to appeal the decisions and outcomes of matters
  • Appeals are to be made to the next level of management above the manager responsible for the outcome of the original complaint
  • Matters already dealt with by a Director will be escalated to the Board for review and decision
  • Senior management will
    • review the matter and either uphold or over turn the outcome
    • be responsible for communicating the outcome to all persons involved
    • be responsible for ensuring all relevant action is taken
    • close the matter
    • Monitoring and Reporting
  • All incidents and injuries will be reported on as part of the weekly Community Operations meetings, Quality Review meetings, Monthly Operations Report and tabled at Board meetings

4. References

  • Incident and Injury Management Policy
  • Incident Report Form
  • Incident and Injury Management Register
  • Terms and Conditions, Sign Up and Induction Procedures

5. Authorisation and Contacts 


Incident and Injury Management Policy Updated 17.04.17
Date adopted: 28.02.17
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: 17.04.17
Next Review Date: 28.02.18
Endorsed by: Head of Care and Member Services


Member Emergency Policy

1. Objective

To be responsive and effective in the event of an emergency to protect the health and well-being of a Member.

2. Policy Statement 


The healthy, safety and well-being of our Members is of the upmost importance to Five Good Friends.  Five Good Friends considers the following situations Member Emergencies:

Any time in the course of providing support, help or care services to a Member, either;

  • It becomes evident that there is a significant risk or threat to the health or well-being of the Member or
  • The Member suffers from a life-threatening illness or major injury which without urgent medical treatment could have significant adverse effects on their health or well-being.

This Policy states Five Good Friends expects that in these situations its employees and Helpers will;

  • Immediately contact 000
  • Report the matter to relevant authorities
  • Notify the relevant Community Manager or after hours contact via 1300 787 581
  • Stay with the Member and administer First Aid within skill level and as directed by relevant authorities or the Community Manager
  • Only ever act if it is safe to do so, never put yourself in any danger

3. Responsibilities

The Community Manager is responsible for:

  • Notifying the next of kin
  • Notifying the senior managers and Directors
  • Notifying other relevant service providers
  • Notifying relevant authorities

Five Good Friends will investigate all client emergencies and take any action necessary to ensure the most effective outcomes.

All Five Good Friends employees and contractors are required to fully co-operate with any internal or external reviews initiated as a result of the emergency.

4. References 


4.1  Legislation / Standards

Fair Work Act 2009| Work Health and Safety Act 2011 and Regulations 2011| How to Manage Work Health and Safety Risks Code of Practice 2011| FGF Work Health and Safety Policy 1.1

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedure

5. Authorisation and Contacts 


Member Emergency Policy Updated 28.02.17
Policy number: FGF008
Date adopted: 20 December 2016
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2017
Endorsed by: Head of Care and Member Services


Member Not at Home Policy

1. Objective 


To ensure a high level of service and satisfaction to Members through the effective and efficient management of services.

2. Policy Statement 


It is important to Five Good Friends that services are provided in accordance with an agreed Help Plan developed in consultation with the Community Manager or Coordinator.  Members and Helpers will have visibility of the visit schedule and plan and will work together to achieve this plan.

This Policy states Five Good Friends expects that if a Five Good Friends. Helper arrives at the scheduled time to provide services and the Member is not home (and was expected and needed to be home to provide an effective service) the Helper will;

  • Try to contact the Member directly via mobile / preferred phone number
  • Contact the next of kin or authorised representative to determine the whereabouts of the Member and establish if services are to be provided
  • Wait for 15 mins at the home for the Member to return or to establish the Member’s whereabouts
  • Notify the Community Manager
  • Check-in and check-out to record the time spent waiting for the Member and record an explanatory note in the App
  • Leave a message for the Member at their home
  • If no response leave the home

3. Responsibilities 


The Community Manager is responsible for:

  • Ensuring the Member is charged and the Helper is paid in accordance with the Terms and Conditions regarding cancellation of services without notice
  • Continuing to contact the Member and family to reschedule services and amend the Help Plan as required to ensure an effective visit schedule and service
  • Notifying the authorised representative or next of kin if there is ongoing concern for the Member and no contact has been established. If there is ongoing concern, contact the police
  • If necessary, suspend further services
  • Notify the Helper of the outcome and any changes to the service

4. References

4.1  Legislation / Standards

Aged Care Act 1997 | Accreditation Standards – Australian Aged Care Quality Agency

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedures

5. Authorisation and Contacts 


Member Not at Home Policy Updated 28.02.17
Policy number: FGF007
Date adopted: 20 December 2016
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: 28.02.17
Next Review Date: 28.02.18
Endorsed by: Head of Care and Member Services


Harm, Assault, Molestation, Bullying and Harassment Policy

1. Objective 


Five Good Friends aspires to cultivate an environment that is free from harm, assault, molestation, bullying and harassment. In the event that any of this does occur, these matters will be handled sensitively and resolved in a fair, transparent and time effective manner, in accordance with legislation.

2. Policy Statement 


Five Good Friends does not tolerate assault, molestation, bullying and harassment. This Policy states Five Good Friends expectations:

  • All workers (staff, volunteers, contractors, sole traders) and Members are protected by this Policy; whether they feel bullied, harassed or molested by a manager, staff member, a sole trader, Member, contractor, volunteer or member of the public.
  • All suspected instances of harm, assault, molestation, bullying and harassment must be reported to the Head of Care and Member Services or a Director as soon as possible.
  • All reports will be taken seriously and investigated promptly, impartially and confidentially.
  • Where appropriate, matters will be reported to external authorities and Five Good Friends will fully cooperate with any external investigation and action.
  • A person reporting matters will be provided with relevant support including referrals to relevant external expertise.
  • All vexatious reports will be dealt with as unacceptable behavior and may lead to discontinuation of relationships with Five Good Friends.
  • Members and Helpers are provided education on the required standard of conduct and behaviour as part of the Five Good Friends network.

3. Responsibilities

The Head of Care and Member Services / Director must act promptly when an allegation or complaint is made, and are responsible for:

  • consistently identifying and addressing conduct or behaviour that may constitute harm, assault, molestation, bullying or harassment
  • ensuring that matters are dealt with using reasonable management action
  • people are ultimately accountable for their own conduct and behaviour
  • anyone who experiences themselves or witness behaviour in contravention of this Policy must bring the matter to the attention of their Manager/Supervisor immediately.

4. References 


4.1  Legislation / Standards

Fair Work Act 2009| Work Health and Safety Act 2011 and Regulations 2011| How to Manage Work Health and Safety Risks Code of Practice 2011| Anti-Discrimination Act 1991

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedures

5. Authorisation and Contacts 


Harm, Assault, Molestation, Bullying and Harassment Policy Updated 28.02.17
Policy number: FGF006
Date adopted: May 2016
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders, Members and associated extended networks

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Recruitment and Selection Policy

1. Objective 


This policy supports best practice recruitment to ensure Five Good Friends attract, select and appoint people with the skills, knowledge, experience, qualifications and attributes to provide and grow our services and products.  Five Good Friends make appointments aligned to the requirements of the role, the future business strategies, legal and regulatory requirements as well as the candidates fit with our values and culture.

2. Policy Statement 


Five Good Friends is committed to being an ‘Employer of Choice’ and engaging high calibre people to build a talented, agile and sustainable workforce.  Five Good Friends strives to maintain the highest level of confidence from all Members, Helpers, families, communities and other stakeholders in our ability to attract, select and recruit the best people for each role.  Selection will occur on the basis of merit through a fair and transparent process accepting applications from all candidates.  Safeguards are in place ensure relevant probity screening of all candidates.

This Policy is governed by the following principles:

  • Each opportunity must be clearly described and made available to potential applicants
  • Each role must reflect a true vacancy, be within budget and approved by the relevant Manager / Director
  • Appointments must be made in line with short, medium and longer term business goals and strategies
  • A merit based selection from a diverse pool of applicants to ensure the best candidate is offer the role
  • Ensure sufficient talented workforce aligned to our culture and products to manage capacity and meet our customer’s expectations
  • Conducted to maintain the privacy of applicants and by skilled and experienced recruiters
  • Where relevant decisions are collaborative across business units
  • Directors have the delegation to make direct appointments
  • Required to use the relevant Five Good Friends recruitment system and contract templates
  • Probity and fitness for work screening must be ethical, transparent and undertaken in accordance with relevant legislation and the Five Good Friends Probity Policy
  • Reference checks must be undertaken prior to an offer being made
  • A person’s eligibility to work in Australia must be confirmed before an offer of employment is made
  • All new workers will be provided with an induction to the role and the business, the ‘Friendly Way’, and relevant systems, policies, processes and tools
  • All new workers will agree to the Terms and Conditions of working with Five Good Friends

3. Responsibilities 


The management team are responsible for:

  • Providing leadership and guidance and commitment to this policy
  • Ensuring all recruitment and selection activities are undertaken in accordance with this policy
  • Ensuring the business has the right resources to provide a high quality service
  • Making and approving decisions for the recruitment to key roles

4. References

4.1  Legislation / Standards

Fair Work Act 2009| Anti-Discrimination Act 2011 | Australian Human Rights Commission Act 1986|

4.2 Company Documents

Terms and Conditions, Privacy Policy, Contract Template, Code of Conduct

5. Authorisation and Contacts 


Recruitment and Selection Policy Updated 28.02.17
Policy number: FGF004
Date adopted: 28.02.17
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Probity Policy

1. Objective 


This policy supports best practice recruitment and compliance to ensure Five Good Friends attract, select, engage and appoint people with the necessary compliance requirements to protect the safety of Members and all workers.  Five Good Friends undertakes compliance checks aligned to the person’s role and relationship with Five Good Friends, the future business strategies and relevant legal and regulatory requirements.

2. Policy Statement

Five Good Friends  is committed to being an ‘Employer of Choice’ and engaging high caliber people to build a talented, agile and sustainable workforce.  Five Good Friends strives to maintain the highest level of confidence from all Members, Helpers, families, communities and other stakeholders in our ability to attract, select, engage and retain the best people for each role. Safeguards are in place ensure relevant probity screening and ongoing monitoring of all persons engaged in the direct delivery of services to Members and other key personnel responsible for governance and product development and delivery.

This Policy is governed by the following principles:

  • All workers will undertake and have a valid and clear Australian National Police Check prior to being engaged with Five Good Friends
  • Any disclosable criminal history entries recorded for an individual will be reviewed by the Head of Care and Member services and relevant Director
  • Five Good Friends reserve the right to not engage any person with a disclosed criminal history record
  • All workers are required to complete a statutory declaration confirming they have not been charged or convicted of any offenses outside of Australia
  • Australian National Police Checks must have been issued within the last 12 months prior to commencement with Five Good Friends
  • All workers are required to renew their National Police Check every 3 years from the date of issue of the current check.
  • If your Australian National Police Check is not current in accordance with the legislation and Five Good Friends requirements then you will not be able to be involved in any activities servicing Five Good Friends Members or representing Five Good Friends in any way
  • You will be notified 3 months in advance of your Australian National Police Check expiring and it is your responsibility to comply with our procedures for updating your check
  • All persons are required to notify Five Good Friends management immediately if they are engaging in any illegal activity, commit and offense or are charged or convicted of an offense
  • Such activities and convictions will lead to a discontinuation of your relationship with Five Good Friends effective immediately
  • Five Good Friends will request additional compliance checks relevant to the scope of your role as required to support Members. It is expected that you will comply with these requests otherwise you will not be provided with opportunities to support these Members
  • Probity must be ethical, transparent and undertaken in accordance with relevant legislation

3. Responsibilities 


Directors and the Head of Care and Member Services are responsible for:

  • Providing leadership, guidance and commitment to this policy
  • Ensuring all probity and compliance screening activities are undertaken in accordance with this policy and thus relevant legislation
  • Ensuring the business has the right resources to provide a high quality service
  • Making and approving decisions to protect the safety of Members

4. References

4.1  Legislation / Standards

Fair Work Act 2009| Anti-Discrimination Act 2011 | Australian Human Rights Commission Act 1986| Aged Care Act 2011

4.2 Company Documents

Terms and Conditions, Recruitment and Selection Policy, Contract Template, Code of Conduct

5. Authorisation and Contacts 


Probity Policy Updated 01.02.17
Policy number: FGF005
Date adopted: February 2017
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Whistle Blower Policy

1. Objective 


Five Good Friends is committed to creating and maintaining a work environment in which all Members, workers and volunteers uphold high standards of personal and professional ethics in carrying out all required duties and responsibilities.

Five Good Friends recognise that the people who have working relationships within the Five Good Friends communities are often the first to realise something is seriously wrong and encourages reporting of these matters (and will provide protection under this policy for those individuals).

2. Policy Statement 


Five Good Friends does not tolerate wrong doings and encourages people to bring these matters to the attention of Directors and Managers if they genuinely believe a serious wrongdoing is being committed.

This Policy states Five Good Friends expectations:

  • All workers and Members are protected by this Policy should they speak out about wrong doings.
  • All suspected wrong doings can be reported to the Head of Care and Member Services or a Director.
  • All reports will be taken seriously and investigated promptly, impartially and confidentially.
  • Where appropriate, matters will be reported to external authorities and Five Good Friends will fully cooperate with any external investigation and action.
  • A person reporting matters will be provided with relevant support including referrals to relevant external expertise. Identity will remain confidential to the extent permitted by law and is practical within the scope of any investigation.
  • All vexatious reports will be dealt with as unacceptable behavior and may lead to discontinuation of relationships with Five Good Friends.
  • Five Good Friends expects that the person making a report under this policy will ensure as far as possible, that the information being disclosed is factual, accurate and complete from first-hand knowledge and presented objectively without material omission
  • All workers are provided education on the required standard of conduct and behaviour as part of the Five Good Friends network.

3. Responsibilities 


The Head of Care and Member Services / Director must act promptly when a serious wrong doing is reported and are responsible for:

  • Escalating the matter to the Management Team and or the Board
  • Initiating a thorough and impartial investigation
  • Ensuring relevant protection and support is provide to the individual making the report
  • Ensuring that matters are dealt with using reasonable management action

4. References

4.1  Legislation / Standards

Standards Australia AS 8004 – 2003, Whistleblower protection programs for entities

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedures

5. Authorisation and Contacts 


Whistle Blower Policy Updated 28.02.17
Policy number: FGF003
Date adopted: September 2016
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and associated extended networks

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Work Health and Safety Policy

1. Objective

To provide Five Good Friends staff, volunteers, contractors, sole traders and others (all workers) with a safe working environment and prevent harm to any individual.

2. Policy Statement 


Five Good Friends is committed to providing a safe workplace environment and preventing work related injuries.  Five Good Friends will build a strong safety culture and expects all persons to exhibit personal responsibility for the safety of themselves and others by always considering health and safety at work.

This Policy states Five Good Friends expectations:

  • All workers are protected by this Policy across all work environments including homes in the community.
  • All workers are expected to exhibit regard for health and safety at all times. There is a zero tolerance for unsafe behaviour or acts that pose a threat to the health and safety of oneself or others.
  • All workers are expected to comply with legislative obligations and contractual requirements.
  • All workers are expected to report injuries, hazards and near misses.
  • All reports will be taken seriously and investigated promptly, impartially and confidentially.
  • Five Good Friends management team are responsible for managing risks and identifying risk mitigation strategies and implementing preventative strategies.
  • Where appropriate, matters will be reported to external authorities including WorkCover Queensland, Work Health and Safety Queensland and Safe Work Australia. Five Good Friends will fully cooperate with any external investigation and action.
  • Five Good Friends will monitor and review our day to day activities, organisational performance and objectives, and the impact of strategies to recognise positive contributions and identify any barriers to continuous improvement.
  • All workers are provided education on the required standard of conduct and behaviour to ensure safe work environments.
  • Anyone who experiences themselves or witnesses behaviour in contravention of this Policy must bring the matter to the attention of their Manager/Supervisor immediately.

3. Responsibilities 


Directors and the Head of Care and Member Services must act promptly in the event of an injury or reported matter and are responsible for:

  • consistently identifying and addressing conduct or matter that may cause injury or harm
  • ensuring that matters are dealt with using reasonable management action
  • people are ultimately accountable for their own safety, conduct and behaviour

4. References 


4.1  Legislation / Standards

Fair Work Act 2009| Work Health and Safety Act 2011 and Regulations 2011| How to Manage Work Health and Safety Risks Code of Practice 2011|

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedures

5. Authorisation and Contacts 


Work Health and Safety Policy Updated 28.02.17
Policy number: FGF001
Date adopted: Feb 2017
Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and others

Director: Simon Lockyer
Date Authorised: Feb 2017
Next Review Date: Feb 2018
Endorsed by: Head of Care and Member Services


Driving and Community Access Policy

  1. Objective 


To ensure safety for all Helpers and Members when driving and providing community access for Members.

2. Policy Statement

Five.Good.Friends. is committed to providing safe services and preventing work related injuries. Driving and the provision of community access services will be provided in a safe and effective manner in accordance with relevant State Laws and Australian Standards.  Five.Good.Friends. will build a strong safety culture and expects all persons to take responsibility for safety and notify management of any risks, incidents or injuries associated with driving or the provision of community access services.

This Policy states Five.Good.Friends. expectations:

  • All Helpers and Members are protected by this Policy in the provision of driving and the provision of community access services for Members
  • Driving and the provision of community access services include all times when a Helper is driving a vehicle for the purposes of meeting a Member requirement. This may be with the Member as a passenger or when completing activities on behalf of the Member and is relevant regardless of whether the vehicle belongs to the Member or the Helper
  • All vehicles used in the provision of driving and the provision of community access services will be registered, roadworthy, have compulsory third party insurance
  • Registration checks need to be completed using the relevant sites below prior to the vehicle being used for driving and the provision of community access services. A copy of this report must be filed in the Helper’s or Member’s Dropbox folder
  • All drivers must have a current driver’s license appropriate to the relevant vehicle classification being used
  • Copies of driver’s license must be obtained and filed in the Helper’s Dropbox folder if the Helper prior to the Helper being engaged driving or the provision of community access services
  • All drivers must comply with all State laws at all times. Any breeches and resulting fines will be the responsibility of the driver
  • Drivers should notify their insurance provider they are using their vehicle for work related purposes
  • All drivers must notify their manager immediately if they have their license suspended or have serious driving offenses pending
  • Appropriate restraints and specially adapted vehicles will be used in accordance with Australian Standards as required
  • All motor vehicle accidents occurring whilst vehicles are being used for driving and the provision of community access services must be report to a Manager immediately
  • If the motor vehicle accident results in an injury to a person then medical attention is to be sought immediately and the matter reported to a Director or the Head of Care and Member Services and the Incident and Injury Management Policy and procedure followed.

QLD checks

https://www.service.transport.qld.gov.au/checkrego/application/VehicleResult.xhtml?windowId=3d7

NSW checks

https://www.service.nsw.gov.au/transaction/check-vehicle-registration

VIC checks

https://www.vicroads.vic.gov.au/registration/buy-sell-or-transfer-a-vehicle/buy-a-vehicle/check-vehicle-registration/vehicle-registration-enquiryy

SA checks

https://www.ecom.transport.sa.gov.au/et/checkRegistrationExpiryDate.do

ACT checks

https://rego.act.gov.au/regosoawicket/public/reg/FindRegistrationPage;jsessionid=C8C0ECCDC16E5DD2AA491A50CCD1F5E7?0

3. Responsibilities

Directors and the Head of Care and Member Services must act promptly in the event of a motor vehicle accident or injury and are responsible for:

  • Prioritising the health and safety of Helpers and Members
  • Supporting individuals with insurance claims in the event of an accident
  • Consistently identifying and addressing conduct or matter that may cause injury or harm
  • Ensuring that matters are dealt with effectively and efficiently

People are ultimately accountable for their own actions and safety.

4. References

4.1  Legislation / Standards

Driving Laws| Work Health and Safety Act 2011 and Regulations 2011| Australian Standards|

4.2 Company Documents

Terms and Conditions, Sign Up and Induction Procedures

Authorisation and Contacts

Driving and Community Access Policy Updated 03.05.17

Date adopted: 03.05.17

Applies to: All Five Good Friends staff, volunteers, contractors, sole traders and associated extended networks

Director: Simon Lockyer
Date Authorised: May 2017
Next Review Date: May 2018
Endorsed by: Head of Care and Member Services

Power-of-Friendship-2

We are ready to help

Become a Member of Five.Good.Friends. today with our Starter Membership for $19/week or our Plus Membership for $49/week, depending on your needs. We are currently helping people in Brisbane, Sydney, Melbourne, the Gold Coast, the Sunshine Coast, the Fraser Coast and the Bayside suburbs.  Please register your interest using the form below or call one of our Care Advisors on 1300 787 581.

  • This field is for validation purposes and should be left unchanged.

“I get by with a little help
from my friends.”

– John Lennon & Paul McCartney