HANDBOOK FOR VOLUNTEERS Head Office - Unit 10/5-11 Hollywood Avenue Bondi Junction NSW 2022 www.hardiagedcare.com.au FACILITIES ARE LOCATED AT Blacktown Guildford Mountainview (Penrith) Seven Hills Wyoming (Summer Hill) Manly Vale
Table of Contents 1 Welcome... 3 2 Vision and Philosophy... 4 3 History... 5 4 The Role of Volunteers... 5 5 Residents Confidential Information and Privacy... 6 6 General Information... 6 6.1 Eligibility and Selection... 6 6.2 National Police Certificates... 7 6.3 Volunteer Induction... 7 6.4 Duty of Care... 7 6.5 Attendance... 7 6.6 Bullying... 8 6.7 Code of Conduct... 8 6.8 Communication... 8 6.9 Conflict of Interest... 8 6.10Customer Service... 8 6.11Dismissal... 8 6.12Disputes... 8 6.13Drugs and Alcohol... 9 6.14Elder Abuse... 9 6.15Emergencies and Fire Safety... 9 6.16Gifts from residents... 9 6.17Infection Control... 9 6.18Manual Handling... 9 6.19Media Management... 10 6.20Parking... 10 6.21Records... 10 6.22Security... 10 6.23Smoking... 10 6.24Suggestions and Improvements... 10 6.25Technology and Computers... 10 6.26Training... 11 6.27Work Health and Safety... 11 7 Useful Information...11 Volunteer Handbook Reviewed 30/04/2015 Page 2 of 11
1 Welcome Welcome to Hardi Aged Care. For many years, volunteers have been a valuable resource for our residents and staff. By volunteering, you ll help us to achieve high standards and innovative resident care delivery. This Handbook will help you have the best possible experience as a volunteer. It answers frequently asked questions and gives information about the organisation, our residents, and your role. Your Supervisor can answer most of your questions, but please feel free to contact the Facility Manager any time you need additional assistance. Thank you for volunteering. I m glad you ve chosen to be a member of the Hardi team. We look forward to the contribution you will make and welcome you the team. Regards, Robert Oxford Chief Executive Officer Volunteer Handbook Reviewed 30/04/2015 Page 3 of 11
2 Vision and Philosophy Vision Statement The Hardi Group of Aged Care facilities vision is to ensure we provide a service which makes a difference in the Quality of life for our residents and our staff are valued for their diverse contributions. Philosophy Statement We are fully committed to Residential Aged Care Services which consistently meets resident s needs and their expectations, providing a program of health that ensures optimum quality of life. We follow documented processes that comply with the requirements of the Residential Aged Care Accreditation Standards and also meet current requirements of Local, State and Federal regulations. We believe that success is achieved by: Providing quality care to residents Being flexible and responding to our residents changing needs Recognising and respecting each resident s right to privacy, dignity and confidentiality Forming a partnership with resident s and/or their representative to achieve the optimum in quality life Training and motivation Adherence to documented processes Providing a transparent mechanism for concerns and complaints by residents/representatives and staff Investigation and effective correction of any deficiencies Continuous Improvement Management is fully committed to the successful implementation and maintenance of Quality Management Systems and it is the responsibility of all stakeholders to actively participate in all related activities. Hardi Aged Care endeavours to provide the necessary resources to achieve the above. Volunteer Handbook Reviewed 30/04/2015 Page 4 of 11
3 History For over 40 years we have offered High Care Residential Services across Sydney which includes Specialised Nursing, Allied Health and Lifestyle Services with a clear focus on providing people with a quality of life in a community atmosphere, whilst respecting the dignity and needs of each individual. We achieve this by offering holistic care through a dedicated team of loyal staff and forming true partnerships with our residents and their representatives. We aim to be flexible and responsive to our residents changing needs and go out of our way to be as helpful as possible to ensure optimum quality of life. 4 The Role of Volunteers We recognise that volunteers contribute skills, knowledge and support towards the organisation and the residents. Volunteering is: to be of benefit to the community and the volunteer; of the volunteer s own free will and without coercion; for no financial payment; and in designated volunteer positions only. As a volunteer you have the right: To work in a healthy and safe environment To be interviewed and engaged in accordance with equal opportunity and anti-discrimination legislation To be given accurate and truthful information about the organisation for which you are volunteering To be given a copy of any policy/procedures that affect your role Not to fill a position previously held by a paid worker To have a clear role and agreed hours of contribution To be provided with orientation to the organisation and the role To have your confidential and personal information dealt with in accordance with the principles of the Privacy Act 1988, and To be provided with appropriate training and support to carry out your role. Volunteer Handbook Reviewed 30/04/2015 Page 5 of 11
As a volunteer you have the responsibility to: Be reliable Respect privacy and confidentiality Carry out the role as specified Be accountable for your actions Be committed to the organisation Undertake training as required by the organisation Ask for support when you need it Let the organisation know as early as possible if unable to attend Be courteous to residents, families, clients, staff and other volunteers Raise any issues you may have with the organisation and not denigrate the organisation to residents, families, staff and other volunteers Give notice before you leave the organisation Value and support other team members 5 Residents Confidential Information and Privacy We have a legal obligation to our residents, and their families and friends, to maintain their confidentiality and respect their privacy. During the course of your volunteering, information of a confidential nature may be shared with you so that you are able to perform your role. You must not share this information with anyone who does not have a professional right or need to know. You are not permitted to remove or make copies of records or documents without the approval of the CEO. You are not permitted to take photos of residents, families, or staff without the approval of the CEO. All Volunteers and Staff are required to sign a Privacy and Non-Disclosure Agreement. 6 General Information 6.1 Eligibility and Selection We apply anti-discrimination and equal opportunity legislation when selecting and appointing Volunteers. Volunteer Handbook Reviewed 30/04/2015 Page 6 of 11
Prospective Volunteers are matched for their suitability, particular interests, skills and abilities, and their capacity to work as part of a team. All Volunteers are assigned to meaningful positions. Volunteers will be given continuing support in the form of Induction, training and recognition of service. Volunteers that are selected must be: o Willing to have a current National Police Certificate o Able to provide two referees o Willing to undergo Volunteer Induction and ongoing training o Capable of undertaking designated tasks under supervision without risk of injury or re-injury 6.2 National Police Certificates Hardi Aged Care facilities are governed by laws that do not allow us to engage persons who have a criminal record or convictions for murder, sexual assault or sentenced to prison for other assault. All Volunteers that have unsupervised access to residents must have a current Police Certificate. Our staff will assist Volunteers to meet this requirement. 6.3 Volunteer Induction All Volunteers will attend an Induction Program. This program will include information such as a tour of the facility, introduction to other volunteers and staff, specific duties and attendance of the volunteer, and training in appropriate areas such as Fire and Emergencies, Work Health and Safety and Infection Control. 6.4 Duty of Care Volunteers must not provide nursing or personal care to residents. Everything they do must be supervised by a staff member. Volunteers must agree to maintain the limits which are set for them with respect to emotional and physical resources they provide. If Volunteers find themselves in a situation that requires them to do something outside of their role, they should refer to their Supervisor or the Facility Manager. 6.5 Attendance Volunteers are to perform their role on agreed days and times. If the Volunteer is unable to attend the facility, they are requested to notify their Supervisor, as soon as possible. On arrival at the facility, Volunteers are required to Sign In (on the Register) and report to their Supervisor. While at the facility, Volunteers are to wear an Identification Badge. On leaving the facility, Volunteers are required to report to their Supervisor and Sign Out (on the Register). Volunteer Handbook Reviewed 30/04/2015 Page 7 of 11
Your Supervisor or the Facility Manager will let you know what to wear and what to bring with you when you perform your role at the facility. 6.6 Bullying Hardi Aged Care does not tolerate any form of bullying in the workplace. All incidents and/or allegations should be reported to the Facility Manager. 6.7 Code of Conduct Hardi Aged Care is committed to high standards of ethical and professional conduct, maintained and applied by all staff, managers and Volunteers at Hardi facilities. The Hardi Aged Care Code of Conduct exists specifically to inform any persons providing services to our residents, of Hardi expectations with what shall be deemed acceptable and what shall be deemed unacceptable. 6.8 Communication The Volunteers supervisor is available to discuss anything significant that has occurred during the day and should be communicated to staff. The Facility Manager is available to support Volunteers. Information in relation to activities and planned events for Hardi Aged Care are posted on the notice board in the Staff Room. 6.9 Conflict of Interest All Volunteers are to discuss any potential conflict of interest with the Facility Manager and commit to being truthful. 6.10 Customer Service Our core value of business is caring for frail aged and disability persons and engaging positively in providing an exceptional caring attitude. At Hardi Aged Care the service attitude starts with a fundamental attitude of helping others. 6.11 Dismissal In cases of serious misconduct, Hardi Aged Care reserves the right to dismiss a Volunteer immediately without notice. Such circumstances will include, but will not be restricted to: abuse or ill treatment of residents, theft, breach of privacy. 6.12 Disputes Hardi provides access to mechanisms for resolution of disputes to everyone at Hardi Aged Care. The emphasis for resolving disputes is on mediation, conciliation and counselling. Volunteer Handbook Reviewed 30/04/2015 Page 8 of 11
All grievances and disputes will be treated professionally in a quick, fair and transparent manner and handled sensitively. Please notify the Facility Manager. 6.13 Drugs and Alcohol The consumption of alcohol and use of other drugs can impair judgment and coordination of individuals in the workplace and increase the risk to health and safety of others. Volunteers may not remain at the facility or undertake any activities if they have consumed alcohol or drugs. If a medication carries a warning that it has the potential to impair functioning, this should be discussed with the Facility Manager who will maintain confidentiality. 6.14 Elder Abuse Hardi Aged Care does not tolerate any type of elder abuse. This includes physical, sexual, financial, psychological abuse or neglect. Hardi Aged Care is required to provide a safe and secure environment for all residents. Hardi Aged Care and its workers are required by the Aged Care Act 1997 to report matters of reportable assault and/or suspected assault. 6.15 Emergencies and Fire Safety In an Emergency, Volunteers are required to follow the instructions of the facility s Emergency Coordinator, staff and Emergency Services Personnel. 6.16 Gifts from residents Volunteers are not permitted to accept gifts, money, property, assets or loans of a personal nature from Residents, Relatives or other Stakeholders. In the event that a Volunteer is offered a gift, the Volunteer should report it to the Facility Manager. 6.17 Infection Control All Volunteers are to comply with appropriate Infection Control Guidelines as instructed to them. Hand hygiene is the single most effective method of preventing cross contamination or infection. If you are suffering from an infectious or contagious disease or illness such as Influenza or Gastroenteritis, you must not attend the facility without clearance from your own doctor. Please notify your Supervisor. 6.18 Manual Handling All manual handling of residents is to be performed by staff only using appropriate equipment. Volunteers must not perform manual handling. Volunteer Handbook Reviewed 30/04/2015 Page 9 of 11
6.19 Media Management No Volunteer is permitted to make any statement to the media in relation to Hardi Aged Care or its residents or arrange any photographs to be taken without the approval of the CEO. 6.20 Parking There is limited parking at each Hardi Aged Care facility. Please discuss availability with your Supervisor. 6.21 Records All Volunteer s personal information will be treated confidentially. Information stored on computers is password protected and paper forms are stored in locked cabinets. It is the responsibility of each Volunteer to regularly update their personal contact information and emergency contact information. Please contact your Supervisor or the Facility Manager. 6.22 Security Hardi Aged Care may install and/or use video surveillance (CCTV) in and around the premises. The purpose of the surveillance is to ensure the safety and security of residents, staff, visitors and property. Volunteers are requested to assist in maintaining a safe and secure environment for residents, staff and others. 6.23 Smoking Hardi Aged Care promotes a smoke free environment Smoking is permitted in designated smoking areas only. 6.24 Suggestions and Improvements Hardi Aged Care views all feedback as an opportunity to improve and seeks early resolution to all complaints. If you have a suggestion or improvement, please discuss it with your Supervisor or the Facility Manager. Feedback Forms are available if you wish to provide a suggestion in writing. 6.25 Technology and Computers Residents, families, staff and volunteers rights to privacy and confidentiality are to be maintained at all times, including on information technology devices, computers, mobile devices, the internet and social media. Volunteer Handbook Reviewed 30/04/2015 Page 10 of 11
Volunteers are cautioned against making inappropriate, unkind, embarrassing or defamatory comments about fellow volunteers, staff, residents, relatives, customers, clients or competitors on social media sites. Volunteers are to be mindful that some types of computer and information technology use are specifically prohibited by Commonwealth and State legislation. 6.26 Training Volunteers will be required to attend some training so that they can adequately perform their role. This will include Volunteer Induction, and Fire Safety and Emergencies. Other training may be required depending on the duties performed. All Volunteers will be invited to participate in ongoing training offered at the facility which may be beneficial and relevant to their position. 6.27 Work Health and Safety Hardi Aged Care is committed to meeting its legislated responsibilities regarding Work Health and Safety. Therefore, we request that Volunteers work safely and follow all legally given instructions by supervising staff. Volunteers are to report any injuries and/or illnesses to the Facility Manager. 7 Useful Information Facility Address: Facility Phone Number: Facility Manager s Name: Supervisor s Name: Agreed Days and Times: Agreed Duties: First Day: Other Volunteers: Volunteer Handbook Reviewed 30/04/2015 Page 11 of 11