Relevant links

NDIS Code of Conduct

P.O.P is committed to the NDIS Code of Conduct. The NDIS Code of Conduct promotes safe and ethical service delivery by setting out expectations for the conduct of both NDIS providers and workers.

https://www.ndiscommission.gov.au/providers/ndis-code-conduct

Victorian Equal Opportunity and Human Rights Commission

P.O.P is committed to helping create a community where every person values, understands and respects human rights and equal opportunity.

Discrimination is treating, or proposing to treat, someone unfavourably because of a personal characteristic protected by law. This includes bullying someone because of a protected characteristic.

The Equal Opportunity Act 2010 – Victoria's anti-discrimination law – protects people from discrimination and harassment in areas of public life such as workplaces, schools, clubs, shops or places that provide services.

If you think you have been discriminated against, sexually harassed, victimised or vilified, you can make a complaint to the Human Rights Commission.

Child Safe Standards

P.O.P is committed to the safety and wellbeing of all children and is committed to creating and maintaining a child safe organisation.

We have a zero tolerance of child abuse, or any other abuse and all allegations and safety concerns will be treated seriously.

Our commitment to the safety of children is based on our duty of care, mandatory reporting and responsibilities to children and always acting in the best interest of children.

Our commitment will be enacted through the implementation and monitoring of the Child Safe Standards, as specified under the Child Wellbeing and Safety Amendment (Child Safe Standards) Act 2015.

Privacy

P.O.P is committed to providing quality services to you and our ongoing obligations to you in respect of how we manage your Personal Information.

We have adopted the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) (the Privacy Act). The APPs govern the way in which we collect, use, disclose, store, secure and dispose of your Personal Information.

A copy of the Australian Privacy Principles may be obtained from the website of The Office of the Australian Information Commissioner at www.aoic.gov.au

P.O.P only collects personal information (written, audio and visual):

• Necessary for the provision of services to participants in accordance with P.O.P policies.
• Given voluntarily with your consent.
• Stored securely.
• Will take steps so the record is protected against loss, unauthorised access, modification or disclosure.
• From providers/individuals that relate directly to services and supports relating to your NDIS plan. You can list providers/individuals that you do not want us to gather or share information with.

P.O.P will not share/disclose such personal information to a third party:

• If the individuals or their authorised representatives declines consent to this provider.
• Unless that disclosure is required or authorised by or under law

All participants of P.O.P have the right of access to all record containing personal information about them. All inquiries or complaints about privacy should be directed to the Managing Partners.

Responding to Incidents

What is an incident?

An incident is defined as an act, omission, event or circumstance that have or are alleged to have occurred in connection with providing NDIS supports or services to a person with disability.

Why do we report Incidents:

• We are contractually and legally require to report incidents
• To learn and if possible prevent incidents from occuring again
• To help us improve our service and support participants

All participant incidents must be reported and recorded
All staff of P.O.P are responsible to report incidents

We encourage you to discuss and report incidents to us so we can improve our services. Your support will not be affected if you report an incident to us.

Conflict of Interest

‍Is a situation where P.O.P would derive personal benefit from actions or decisions made by the participant.  We will declare a conflict of interest if it arises

Service Delivery

At POP, we are committed todelivering quality services that help participants work towards their goals. We support this by keeping accurate records of the services we provide.

• Outreach workers will usethe final 15 minutes of each shift to complete case notes. These notes record the support provided, track progress towards goals, and help prepare reports for funding requests where needed.
• Providing quality services also includes ensuring outreach workers receive their workplace entitlements during support shifts.
• Outreach workers are entitled to one 10-minute paidbreak during a 4-hour support shift.
• Outreach workers areentitled to one 30-minute unpaid break during support shifts longer than 5 hours.

Feedback and complaints

At P.O.P, complaints are welcomed and we are grateful for any feedback as it provides us with the opportunity to improve our service delivery. All complaints will be responded to with respect and in confidence. If you prefer to remain anonymous you don’t have to give us your name when making a complaint.

No one will be adversely affected as a result of making a complaint.

There are a few ways you can make a complaints depending of what is more comfortable for you.

1. You can speak directly with managers on 0493 199 705 or 0492 967 797.
2. You can submit a complaint form on our website
3. If you would like support or an advocate to help make a complaint, we can support you with this or you can contact VALID on 03 9416 4003 or for more information about disability advocacy organisations see the Australian Federation of Disability Organisations Resources

If you have made a complaint and it has not been resolved to your satisfaction the NDIS Quality and Safeguard Commission is available to work with you.  

NDIS Quality and Safeguard Commission

1800 035 544 (free call from landlines) or TTY 133 677
https://www.ndiscommission.gov.au/about/complaints

You may choose to make a complaint directly to the NDIS Quality and Safeguard Commission or an advocacy organisation.

Rights and Responsibilities

Your Rights

• Have P.O.P provide supports in accordance with:
  - Australian Consumer Law
  - National Disability Insurance Scheme Act 2013 (NDIS Act) and related NDIS Rules
  - National Standards for Disability Services
  - NDIS Price Guide
• Be treated you with courtesy and respect.
• Ensure we deliver the support you purchase in the way and at a time that meets your needs.
• Whenever possible, receive 24 hours’ notice if for any reason the support cannot be provided in the way or time you have asked
• Have your privacy and confidential information protected.
• Receive all communication from P.O.P openly and honestly in a timely manner.
• Be provided supports and services in a safe manner with knowledgeable staff.
• Have your feedback heard and for P.O.P to work to resolve problems as quickly as possible.
• Receive information about what you can do and who you can talk to if you are not happy with your supports. Please refer to your service agreement.
• Have your supports regularly reviewed with you and adjusted if needed.
• Change service providers and have support to do so.
• Live a life free from abuse, neglect and exploitation.
• Receive regular invoices and statements of the supports delivered to you.

Your Responsibilities

We expect that You will:

• Give us the information we need to provide the support you want.
• Tell us how you would like your support to be delivered to meet your needs.
• Treat us with courtesy and respect.
• Respect the human and legal rights and dignity of our staff, including the staffs right to work in a safe environment.
• Talk to us if you have any concerns about the support being provided
• Provide us with accurate information to help us provide you with a service, including your support needs and health, behavioural and wellbeing issues.
• Give us as much notice as possible if you wish to cancel or change the time you normally receive your support. Please refer to your service agreement
• Provide 14 business days' notice, if you no longer wish to receive support services.
• Tell us immediately if your current NDIS plan is suspended or replaced by a new plan, or if you stop being a participant of the NDIS.

Values

Collaboration

We will work in collaboration with you, your family and your supports.  

Reliable and Flexible

We appreciate that family life is busy and sometimes hectic.  So, we are committed to providing you with support when we say we will and that is at a suitable time for you.

Integrity

We are dedicated to providing a quality parenting outreach service founded on honesty, transparency, not being scared of hard work  and doing what we say we will do.

Vision

To be a pathway for families, providing strength, knowledge and guidance to foster an environment where children flourish and caregivers thrive.

Mission

To provide guidance to families affected by disability on a transformative journey of growth and unity.

Welcome!

Thank you for selecting the Parenting Outreach Program (P.O.P), we are looking forward to working with you.

P.O.P was founded by Tina Martin and Donna Wagon in 2022 as an outreach service providing parenting skill development to parents and caregivers with a cognitive/neurological impairment or learning difficulties. We have a team of outreach workers who have a diverse working background that have the skills needed to support you in your parenting role.  We understand that parenting can be challenging and we are committed to working alongside parents and caregivers to achieve better outcomes for their families.

The following is important information about our service such as rights and responsibilities, feedback and complaints and privacy. Please feel free to contact us on 0493 199 705 or 0492 967 797 if you have any questions.