CLIENT INFORMATION BOOK LINK Community Transport Inc. 18 Scammel Street Campbellfield, VIC 3061 (03)8358 8000 intake@lct.org.au www.linkcommunitytransport.org.au
The Out and About Program is supported by funding from the Commonwealth and Victorian Governments under the HACC program.
CLIENT INFORMATION BOOK - INDEX Page 1 Page 2 Page 2 Page 2 Page 3 Page 4 Page 5 Page 6 Page 7 Page 8 Page 9 Page 10 Page 11 Page 12 Page 13 Page 14 Page 15 Page 16 Page 18 Page 19 Page 20 LINK Community Transport Inc. Our Vision Statement Our Mission Statement Our Diversity Statement The Services We Provide Communities Supported Eligibility Client Profile Client Rights Client Responsibilities Our Volunteers Volunteer Responsibilities Commencing Transport Scheduling Safety Wheelchair Accessibility Emergency Transport Cancellations and Transport Changes Fees Privacy Policy Compliments, Comments and Complaints Out & About Community Transport Client Information Booklet V 1.0
LINK Community Transport Inc. LINK Community Transport Inc. is a not-for-profit organisation providing community transport solutions for people and communities in the North and West Region of Melbourne. The Out and About program is jointly funded by the Commonwealth and the Victorian Government s to provide the Home and Community Care (HACC) program. This is to provide a range of basic support services to frail aged and people with disabilities and their carers which assist them to stay living in their home longer. Through the implementation of the Active Service Model (ASM), the Out and About Program (OAP) focuses on assisting frail aged, people with a disability and/or their carers in the Northern suburbs of Melbourne to live in the community as independently and autonomously as possible by providing community transport to access a range of activities including social and recreational. LINK Community Transport Inc. recognizes and respects the diversity of the people and communities that we support and are committed to developing and delivering services that respond to their specific needs and continually improving LINK s capacity to accommodate them. This information booklet is designed to address questions you might have about LINK Community Transport Inc. and the Out and About Program. If you have any further questions or concerns, please contact the Client Services Team (03) 8358 8000 Monday Friday between 9am and 5pm Out & About Community Transport Client Information Booklet Page 1
Our Vision Statement LINK Community Transport Inc. will provide leadership in meeting the needs of people who experience transport disadvantage. Our Mission Statement LINK Community Transport Inc. is committed to the development and delivery of community transport and complimentary services to enrich people s lives by increasing their connection within their community. This mission will be accomplished by applying best practice and the highest standards in all areas of our endeavour to provide :- Accessible transport services to the wider Melbourne community. Opportunities and support for volunteers. Quality training and skills development courses. Resources to other community groups. Advice in building awareness about solutions to transport disadvantaged at community, business and government levels. Our Diversity Statement LINK Community Transport Inc. recognises and respects the diversity of the people and communities that we support and are committed to developing and delivering services that respond to their specific needs and continually improving LINK s capacity to accommodate them. Out & About Community Transport Client Information Booklet Page 2
The Services We Provide The Out and About Program accepts requests for transport to a range of outings for HACC eligible people who have transport disadvantage :- Social and support groups; Neighbourhood house and community centre programs; Visiting friends and family in private homes, hospital, community and Aged Care settings; Exercise groups; Early intervention programs; Childcare facilities specifically for support to the carer or an outreach program; School holiday programs; Overnight and weekend respite facilities. Please note: We do not operate like a taxi service, we have limited drivers and vehicles, and a long waiting list of people wanting to travel. The request is not a booking. Other services offered by LINK include :- Volunteering opportunities; Advocacy; Community information sessions; Fee for service transport; Contracted Services; Hire a driver or Vehicle hire to community organisations Education and training; If you would like to know more about LINK s other services, please contact our office on (03) 8358 8000 Monday Friday between 9am and 5pm Out & About Community Transport Client Information Booklet Page 3
Communities Supported The Out and About Program (OAP) reflects the importance of social and community connections. It helps to promote both physical and mental health for older people and people with a disability, and their carers who have trouble getting out. The Program aims to provide support for people who are experiencing difficulties in managing daily tasks but who wish to continue living at home. For example, we assist people with transport to do their shopping, meet up with friends and attend social and recreational activities. Out and About Program is available to residents who live in the following local government areas within the northern and Western area of Melbourne:- Banyule Darebin Hume Moreland Nillumbik Whittlesea Yarra Melton Wyndham Melton Wyndham Out & About Community Transport Client Information Booklet Page 4
Eligibility People are ELIGIBLE for the Out and About Program if:- If they are a frail older person with moderate disability or a younger disabled person with a moderate disability and/or their carer. They are eligible to receive HACC services; and They reside in the Northern or Western Region of Melbourne, which includes the local government areas of Banyule, Darebin, Hume, Moreland, Nillumbik, Whittlesea and Yarra, Melton and Wyndham; and Other options for transport are not appropriate, (e.g., unable to access public transport, unable to drive, geographically isolated); and The transport they are requesting is to a community activity; and The level of support required is appropriate for a volunteer service. Out & About Community Transport Client Information Booklet Page 5
Client Profile and Care Plan Client Profile In consultation with the client, carer and/or staff from referring organisations, LINK Community Transport Inc. will develop a Client Profile which includes:- Personal information; Level of assistance required; Safety concerns; Pick up and drop off procedures; Emergency contact information The service details for the individual These Client Profiles are used to brief drivers how best to assist clients. Care Plan The care plan is prepared to show the service being offered to the client and related information. The care plan will outline the day of travel the venue information, the times, the fees and the reason and goals for transport. This is then sent out to the client to be signed. 1 copy is to be kept by the client and 1 signed copy is to be returned to the office in order for transport to commence. This is kept in the client file. Any variations to the Client Profile or the care plan will be discussed with the Client. Out & About Community Transport Client Information Booklet Page 6
Client Rights Clients have the right to:- Be treated with respect and courtesy. Have their transport needs met. Take an active part in the decisions made about their care and to be fully informed of the outcome of all decisions made on their behalf. Have their complaints listened to and resolved within the limits of the service. Have access to an advocate. Have their privacy respected and to have access to any personal information kept by the service. Receive a quality service. Have their information treated with confidentiality. Out & About Community Transport Client Information Booklet Page 7
LINK Client Responsibilities As well as having rights, clients also have responsibilities. We ask clients to:- Treat all volunteers and staff with respect and courtesy. Provide a safe work environment for volunteers and staff and assist them in providing clients with safe services:- For example, by not smoking while in the presence of volunteers, staff and other clients; Not asking volunteers to lift heavy items or provide personal assistance. Take responsibility for any decisions they make. Notify us if you are unable to travel. Please provide us with any cancellations as soon as you know. 3 days notice is required if it is known that you will not be travelling, as the schedules are prepared 3 days in advance. On the day should only be if you are unwell. There may be a late cancellation fee charged if enough notice is not provided. Pay the expected fare identified for your trip. The charge varies depending on the distance of your trip. The drivers will collect your fare. A statement can be provided on request. There is also a copy of the HACC Rights and Responsibilities information included with this booklet in the client information pack. The Rights and Responsibilities information is also available in other languages. We will endeavour to provide this for you when we know your preferred language Out & About Community Transport Client Information Booklet Page 8
Our Wonderful Volunteers The OAP transport service provided by LINK is not a care service. It is a service provided by a dedicated team of volunteer drivers and transport assistants. The volunteers give their time freely and without payment for their work. Volunteers can choose when they work, the type of work they do and the days and the hours they are available. The vehicle is a recognised workplace and we have a responsibility to ensure our volunteers have a fulfilling and safe work environment so we ask that the volunteers are treated with courtesy and respect at all times. We will make every attempt to provide transport for the requests we receive to provide the service. As the Out and About Program is staffed by volunteers, transport can be dependent on the availability of drivers and the efficient use of resources. After commencing the service, if for any reason we are unable to provide transport, clients will be contacted immediately. The Out and About Program is a door-to-door transport service so the volunteer driver or transport assistant may accompany clients, and their carers, to and from activities. Unfortunately, in order to provide quality service for all of our clients, the volunteers and transport assistants are unable to stay with the client at their activity. If clients need additional assistance, it must be discussed with a member of the Client Services Team prior to travel. Any additional assistance that is agreed to by both the client and LINK Community Transport Inc. will be updated in the client profile. Because they are volunteers, the drivers should not be asked to lift heavy items or provide physical assistance to clients. Out & About Community Transport Client Information Booklet Page 9
Our Volunteers / Continued... LINK Community Transport Inc. volunteers can:- Sign an Attendance Register on behalf of the carer, if required at a juvenile client s activity. LINK Community Transport Inc. volunteers are not permitted to:- Assist with personal care or attendant care tasks such as assisting with toileting or dressing. Carry out nursing or similar duties such as assisting with the administration of medication. Carry out any task that they have not been authorised or trained to do. Sign for medication, injuries or absences from an activity. Relay messages between the client or activity staff and LINK Community Transport Inc. Volunteer Responsibilities LINK Community Transport Inc. have a responsibility to:- To treat clients with respect and courtesy; Pass on complaints and concerns to the Duty Officer; Respect the client privacy and confidentiality; Provide a quality service; Treat all information obtained with confidentiality. Out & About Community Transport Client Information Booklet Page 10
Commencing Transport Prior to commencement, the client will be asked to sign a Care Plan. The Care Plan outlines the agreed travel times, the cost of your trip, the commencement date and the reason and goals for transport. A new Care Plan will be completed whenever transport arrangements change. 2 copies are made and signed. 1 for the client/family and 1 for the office Transport cannot commence without a signed Care Plan. The Care Plan is also a consent form. By signing the statement, the client agrees to LINK Community Transport Inc. creating a Care Plan and Client Profile using their personal information, and using the information to brief drivers. These are internal documents and information will not be shared with any person or agency without the express consent of the client. Out & About Community Transport Client Information Booklet Page 11
Scheduling The agreed times, as outlined on the Care Plan, are estimates only. Travel times can be affected by traffic conditions, weather and other circumstances beyond the driver s control. We ask that the client is ready to travel 15 minutes before the agreed time. Unfortunately, the driver is unable to wait for clients if they are not ready by the agreed time due to our commitment to others that are using the service. If a driver is running excessively late (in excess of 15 minutes), all attempts will be made to notify the client as soon as possible. EXTREME HEAT POLICY The Department of Health and Human Services has developed the Victorian Heatwave Strategy which established a Heat Health Alert system. This heatwave alert is circulated to funded health care agencies nominating the day of the Heat Health Alert and notifying the agency to make any preparations necessary to respond to heatwave conditions under their Heatwave Plan. In Melbourne this occurs once a mean temperature of 30+ is forecast over a 24 hour period. LINK Community Transport Inc will respond to the recommendations received from the Heat Health Alert system and will arrange to modify or cancel services where necessary and notify clients and drivers. This is to ensure we are protecting both the volunteer drivers and you as our valued clients. Please contact us if we can explain this more for you. Out & About Community Transport Client Information Booklet Page 12
Safety The safety of the drivers and clients is our number one concern. It is the responsibility of all individuals to bring to the attention of LINK staff and volunteers any issues that may pose a risk to themselves, other clients and volunteers. We will endeavour to overcome any problem to the best of our ability with safety the overriding priority at all times. If the risk seriously affects client s safety and cannot be resolved, service may be suspended or withdrawn without notice. We ask all of the volunteers to report any problems or issues of concern related to the safety of clients to the Duty Officer immediately. The issue is then investigated by LINK staff and action taken if deemed necessary. Clients are always consulted as part of the investigative process and advised in advance of any action to be taken. By law, all motor vehicle passengers are required to wear seat belts where one is provided. If a client refuses to wear a seat belt, transport will be suspended until they adhere to the road law. If a client cannot wear a seat belt due to a medical condition or disability, they will need to provide a medical certificate giving authorisation. The medical certificate will need to be carried on all journeys, a copy will be held in their Client Profile. If a child requires a restraint, such as a FAS buckle guard, they will also need to provide a medical certificate or written permission from the parent, giving authorisation. Out & About Community Transport Client Information Booklet Page 13
Wheelchair Accessibility In order for LINK Community Transport Inc. to transport clients in wheelchairs, the size of the chair must comply with Australian Standards for Wheelchair Occupant Restraint Assemblies for Motor Vehicles, 1994. We are unable to transport clients in wheelchairs that do not comply with the dimensions specified in these standards. Client s wheelchairs will be assessed prior to confirmation of transport arrangements and other options may be discussed if necessary. All wheelchairs transported by LINK Community Transport Inc. must be clean and in sound condition. This includes functioning brakes, correctly inflated tyres, footplates in good order, joystick not loose and headrest where appropriate. When there is a review assessment, the wheelchair will also be reviewed. If it is determined in an assessment that the wheelchair requires maintenance or repair, service may be suspended until this can be addressed and rectified. For clients being transported in the wheelchair, the chair will be secured with the restraints provided. Although the chair will be secured, the client will also be required to wear the provided seat belt. For clients who are not being transported in their wheelchair, volunteers can only assist with transport if the client can bear their own weight and transfer independently. Volunteers are not permitted to manually lift a client in or out of their wheelchair. Clients who do require assistance with transfer need to discuss their requirements with a member of the Client Services Team prior to travel. Out & About Community Transport Client Information Booklet Page 14
Emergency Transport LINK Community Transport Inc. cannot provide emergency transport at any time. LINK Community Transport Inc. should not be given as an emergency contact. In the event of any illness or accident, whilst you are in our care, an ambulance will be called. LINK Community Transport Inc. will not be responsible for the cost of any medical assistance. If you have special needs, please advise a member of the Client Services Team so that in the event of an emergency we can provide this onto Emergency Services. Out & About Community Transport Client Information Booklet Page 15
Cancellations and Transport Changes If, for any reason, transport is not required, please call LINK Community Transport Inc. as soon as possible on 03 8358 8000 (03) 9353 8600 Our office hours are 9.00am to 5.00pm - Monday to Friday If the office is unattended, please leave a message on the answering machine. It is important that clients notify us of the dates any program is going to be closed. It is not the responsibility of the organiser of the activity to inform us on these occasions. Cancellations and transport changes can only be made by talking to a staff member in the office LINK Community Transport Inc. office. Messages given to volunteers cannot be processed. Clients who regularly cancel, without notifying us prior to the day of travel, may have their service reviewed. Weekend and Public Holidays. The Out and About Program does not operate on weekends and public holidays. Christmas / New Year Period. We are also closed over the Christmas/New Year period. A letter outlining the Christmas/New Year closure dates will be sent to the client 4 weeks prior to closing. Cancelled until further notice-cufn When a person has been cancelled for a period of time, they may need reassessment prior to recommencing. At least 3 working days notice must be given and Client services will need to approve recommencement and will ask you questions about health related issues. Out & About Community Transport Client Information Booklet Page 16
Cancellations and Transport Changes /Cont... If you are travelling with children, please ensure you contact a member of the Client Services Team to advise them. You will need to have the child s full name, date of birth and approximate height and weight to ensure provision of the correct child seat for your child. Children will not be transported unless they are in an appropriate child seat provided by LINK Community Transport Inc. The volunteer drivers are not permitted to transport any person, or equipment, not listed on their schedule. They are not permitted to pick up or drop off any person to an address not listed on their schedule without permission confirmed by the office. If clients wish to request an alteration to their agreed transport arrangement, they must notify a member of the Client Services Team on:- 03 8358 8000 (03) 9353 8600 Our office hours are 9.00am to 5.00pm - Monday to Friday Confirmation of change can only be provided a couple of days prior to the day of transport. These changes are subject to availability. Out & About Community Transport Client Information Booklet Page 17
FEES Home & Community Care (HACC) Clients All clients are expected to pay the fare identified for their individual trip s and with the correct change. There are different fee levels depending on the length of your trip and the number of people travelling from the same location. The fee must be paid to the driver and a non payment slip will given to you to sign where a lesser amount or no payment is received. The government expect that all clients pay for the service they receive, however clients who are experiencing financial hardship may seek assistance. Please note: If making this payment is going to cause you difficulty and you have financial issues, please phone and discuss your situation with the Community Access Manager. FEE FOR SERVICE-Non HACC Clients LINK Community Transport Inc. will endeavour to provide a limited service to clients who are identified as not being eligible to receive a service under the HACC funding but who identify as being transport disadvantaged. The cost for this service depends on the distance planned for travel. Please phone us. Out & About Community Transport Client Information Booklet Page 18
Privacy Policy It is necessary for LINK Community Transport Inc. to maintain a record for each client comprising personal data, assessment information and transport details. Your personal information is kept in a secure location. Clients have the right to access all of their personal information, upon request. To access their file, clients need to contact the Community Access Coordinator on (03) 8358 8000. Statistical reports are prepared using some of the information collected but do not include any data which could identify clients or any members of their family. We enforce a strict policy of confidentiality and respect for client privacy. The staff and volunteers respect the confidentiality of personal information and agree not to disclose this information outside LINK Community Transport Inc. without client permission. Clients have the right to change their mind and withdraw consent for LINK Community Transport Inc. to share information with another organisation. Out & About Community Transport Client Information Booklet Page19
Annual Review Process After travel commences, an annual review will take place in order to update any information or circumstances that may have changed since the initial client safety assessment. An assessment officer will visit you to observe your mobility and ensure we continue to provide you with the most appropriate service, according to your needs. You can request to have a family member, friend, carer or advocate present during the review. If you require an interpreter, LINK will organise to have one present at the time of the review. Secondly, if a driver reports concerns with your mobility, a review will be arranged to make sure LINK can continue to meet your needs. If you require. assistance that cannot be provided by LINK based on our service overview, the service may need to be suspended. We can assist you to be referred to other agencies who might better be able to assist you. Suspension of Service Service may be suspended in the event of constant cancellations. If a client cancels for more than 4 weeks in a row, their service will be placed on hold until another arrangement can be made. If the service has been placed on hold for more than 4 weeks, service may be cancelled. The client will be notified when there is a reason that we need to suspend or cancel service and it will usually relate to safety. Clients have the right to make a complaint about the decision to cancel their service. Discharge from the program can also occur when the client advises LINK that service is no longer required. This can be done verbally with a Client Services team member or in writing. We are then able to offer the contact details or provide information for that person to access other services. The client may also refer back into our service at a later date, if still eligible. Out & About Community Transport Client Information Booklet Page 20
Compliments, Comments and Complaints We welcome your input and would welcome any feedback you may have on the Out and About Program. Your compliments, comments and complaints can be directed to the Community Access Coordinator, LINK Community Transport Inc. Services:- by phone on:- (03) 8358 8000 or in writing to:- LINK Community Transport Inc. 18 Scammel Street Campbellfield VIC 3061 You have the right to lodge a verbal or written complaint about any aspect of our service. A copy of our Feedback Form is attached to this Client Information Book. There is also further complaints information for external services contained in the information pack, along with this handbook. For further information on the complaints procedure, please contact the Operations Manager (03) 8358 8000 Monday Friday between 9am and 5pm Out & About Community Transport Client Information Booklet Page 20
Feedback Form Compliments, comments and complaints are always welcome. They play a valuable role in improving our services. You are welcome to remain anonymous, however, if you would like to be informed of the result of your feedback please fill in your details below. Name Address Contact Details (Home ) (03) (Work) (03) (mobile) Your relationship to the person we support Self Advocate/friend Carer Member of the Public Staff member Volunteer Guardian Would you like to be kept up to date during the investigation? Yes No (If you have chosen to be kept up to date, you must provide your details)
Feedback Form Details of your feedback What would you like to see happen as a result of this? LINK Community Transport Inc. 18 Scammel Street Campbellfield, VIC 3061 Phone: 03 8358 8000 Fax: 03 9308 8263 Email: admin@lct.org.au
IF YOU ENJOY DRIVING AND MEETING PEOPLE, As a LINK Volunteer Driver you ll be driving the newest fleet of cars and mini-buses in town and you will go home after every shift with a satisfied smile on your face, knowing that you ve helped make the world a better place. You will meet some amazing people and enjoy the many social and recreational benefits of being part of a great volunteer team at LINK Community Transport Inc. Key Requirements Driver s Licence Experience Required None. The LINK Team will provide any training required at no cost to you. Time Involved Most volunteers commit up to two full days per week. Uniform We supply a uniform at no cost to you. Costs Reimbursed We reimburse your travel costs for travelling to and from the LINK office. Office Locations Coburg North, Broadmeadows, Hurstbridge, Sunbury and Point Cook. Further Details Contact: The Manager of Volunteers on (03) 8358 8000 Email Volunteering@lct.org.au Out & About Community Transport Client Information Booklet
ABN 77 816 708 030 LINK Community Transport Inc. Building 5, 105 Newlands Road Coburg North, VIC 3058 (03) 9353 8600 intake@lct.org.au www.linkcommunitytransport.org.au NFP Inc. Ass. A0020757U Out & About Community Transport Education & Training Volunteering Opportunities Advocacy Transport Solutions