All clients have an NDIS plan which contains some goals and they received funding to help them achieve those goals. Your job is to support clients to achieve your goals, so it’s helpful to break the goals down into achievable steps. Client’s can do this in the app.
Client’s need to add goals into the app within one month of starting with Suitsme and they need to review them at least every three months.
Where do I see a client’s goals?
There is a goals section in the client’s profile. Hopefully the client has added goals, in that case you know what you need to work on with them.
If the goals section is blank, that means the client hasn’t added any goals. You need to encourage them to add some. They might need some help to work out their goals, or to add them to the app. You can find a how to video on adding goals in the app here.
What’s in the NDIS plan?
You can ask a client to share their NDIS plan with you. They don’t have to share it, but it can be helpful. The goals in a client’s NDIS plan are the starting point, but they tend to be big goals like:
When you’re looking at a big goal like that, it can be hard to know where to start and easy to lose motivation when you don’t feel like any progress is being made. It can also take more than one year (or one plan) to achieve these goals. That’s why it helps to break the goal down into steps.
How do we break goals down into steps?
It’s easiest to explain this with an example. Let’s use “Connect to my community”.
There are lots of ways that you can connect to your community, so we need to work out where to start. Here’re some questions you can ask to help clients work it out:
“I’d see myself attending a group/club each week, I'd feel at home and welcome and I’d get along with the other people there. I’m good at painting and I enjoy doing it. I have some paints and brushes.
To achieve this goal, I’ll need to find a group, I may need to pay membership fees and pay for supplies. I’ll need to be feeling well to be able to attend and interact with people. I’d also like to have someone to come to support me at the group, so I don’t have to go alone.”
OK, so now I have a pretty good idea of how I will achieve this goal. From this I can make a list of activities that I can do in the next three months and I can enter these into the app.
How do I support a client to achieve their goals?
This will vary client by client, but a few ways you might help are:
What if a client doesn’t want to work towards their goals?
We don’t expect every single shift to involve work towards goals. Sometimes the client just won’t be in the mood. That’s ok every now and then.
If a client has lost interest in achieving their goals then you can encourage them to review their goals. Clients can archive a goal by selecting “I’m not working on this any more”. They can then set a new goal that they are interested in.
If a client continues to be uninterested in working towards any goals, then contact Suitsme management and we can work it out together.
What is an incident?
Safety of clients and staff is our top priority. The way we do things and the systems we use are designed with safety in mind. Despite this sometimes things happen, and client or staff safety is put at risk.
Some examples of incidents are:
A client falls over and scrapes their arm
A worker is in a car accident while travelling between clients
A client dies
A client is admitted to hospital
A client hurts a member of the public
Abuse or neglect of a client
A worker can’t find or contact a client
Someone threatens a worker or a client
Client has an open wound
Near misses are also incidents, for example:
A client falls over but is uninjured
A worker feels unsafe
A client tells a worker they feel suicidal
A client tells a worker things that do not reflect the worker’s experience of reality
What do I do if an incident occurs?
If it is an emergency, call 000 as soon as it is safe to do so
Protect yourself. You are responsible for your own safety
If you need to remove yourself from the situation to stay safe, then leave
If you have been injured, seek medical attention immediately
Inform Suitsme when it is safe to do so
Look after the client’s safety (once you are safe)
Provide immediate emotional support
Support client to access appropriate services e.g. ambulance or doctor
Report the incident
How do I report an incident?
Once you are safe, you must submit an incident report via the app. If you’re not sure how to do that, check out this quick video
You must also contact Suitsme management as soon as possible if:
A client dies
You or a client are seriously injured
You become aware a client has been abused or neglected
A client poses a risk to the themselves or others
You see a restrictive practice in use
A client hurts someone (including a client hurting you)
What happens next?
Once Suitsme receives the incident report, we will follow it up within one working day. If we need to contact you we will endeavour to do this during, or immediately adjacent to a scheduled shift. When following up an incident, Suitsme management will:
Follow the Abuse and neglect document if the incident relates to abuse or neglect of a client
Assign the incident to a specific person (usually a manager) to follow up
If an investigation is required, it will be done fairly
Communicate to anyone who was involved in the incident
Identify learnings from the incident and make improvements to reduce the risk of it happening again
Submit a Serious Incident Report within 7 days of the incident occurring (if required)
Collect de-identified data about the incident to monitor trends
I'm a staff member, how will I be supported after an incident?
Being involved with an incident can be a traumatic experience and may impact on your mental health. Looking after yourself has lots of ideas and resources to help you. You can also contact your manager at Suitsme to debrief.
You know what is right for you, so in most cases we will leave it up to you to manage your well-being. In some cases, we will follow up with you and ensure you receive appropriate support.
If you have been injured, Suitsme management will commence if injury management process described in the Health and Safety document
Serious incident management
In the event of a serious or notifiable incident Suitsme will:
Follow the Incident management process outlined above
Report the incident to the Department of Communities: Disability Services Directorate within 7 days
Work with the Disability Services Directorate with any additional follow up required
A serious incident means one or more of the following:
the death of a person with a disability
serious physical injury or psychological harm suffered by a person with disability
abuse including physical, emotional, sexual, psychological, financial and neglect of a person with disability
the person is judged as posing a serious risk to the health, safety or welfare of themselves or others
exploitation or unjustified restrictive practices used with a person with disability
an assault on staff or a visitor to the service by a person with disability.
Notifiable Incident: means any of the following:
the occurrence of a Serious Incident
where a Service User causes or contributes to injury, illness or death of any person, or poses a serious risk to the health, safety or welfare of any person
any referral of any matter or complaint regarding any Service User, the Services or the Service Provider generally, to any regulatory or investigative body
the charging of the Service Provider or an Associate with a criminal offence involving a sexual offence, dishonesty or breach of trust or which otherwise may result in imprisonment of that person
serious verbal or written complaints received in relation to the Service or in relation to the Service Provider generally
the occurrence of any event which may cause adverse publicity including but not limited to if the Service Provider is contacted by the media for comment on any aspect of the Services or involving a Service User.