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20
INTERESTED IN MEMBERSHIP?
I would like to become a member of Advocacy South West.
Return to: Advocacy South West,
PO Box 295,
Bunbury WA 6230
Full Name: __________________________________________
Address: ___________________________________________
Telephone:_____________________
Email: _______________________________________
Signature: ___________________________________________
Date___________________
Individual Advocacy
Client Handbook
To advocate for justice and human rights for
people with disabilities in Western Australia
Revised September 2017
2
CONTACT DETAILS
Telephone: 9721 6444
Email: [email protected]
Website: www.asw.org.au
Location: 99 Victoria St, Bunbury, WA 6230
Address: PO Box 295 Bunbury, WA 6231
ASW is funded by the Western Australian Disability Services Commission and the
Australian Department of Social Services.
Advocacy South West, People With Disabilities WA and Sussex Street Community
Law are members of a Consortium providing disability advocacy throughout Western
Australia.
Many thanks to PWDWA and Advocacy Law Alliance Inc. Disability Advocacy NSW
who have given us permission to “plagiarise with pride”.
19
NATIONAL STANDARDS
ASW delivers our services and runs its operations in accordance with the (six) National Disability Standards: Standard 1. Rights
The service promotes individual rights to freedom of expression, self- determination and decision-making and actively prevents abuse, harm, neglect and violence.
Standard 2. Participation and Inclusion
The service works with individuals and families, friends and carers to promote opportunities for meaningful participation and active inclusion in society.
Standard 3. Individual Outcomes
Services and supports are assessed, planned, delivered and reviewed to build on individual strengths and enable individuals to reach their goals.
Standard 4. Feedback and Complaints
Regular feedback is sought and used to inform individual and organisation-wide service reviews and improvement.
Standard 5. Service Access
The service manages access, commencement and leaving a service in a transparent, fair, equal and responsive way.
Standard 6. Service Management
The service has effective and accountable service management and leadership to maximise outcomes for individuals.
18
QUALITY ASSURANCE
ASW must comply with the National Standards for
Disability Services and the WA Disability Service
Standards .
On a regular basis, independent auditors and peer
assessors will check our compliance with these
standards.
They talk to both the staff and clients;
They also check the client information to make
sure the advocates are doing a good job.
If you do not want your information file checked in this
way please ask your advocate to note on your file you
do not wish this to happen.
3
WHAT DOES THIS HANDBOOK DO?
It gives people with disabilities information about
Advocacy South West (ASW) and how we operate.
If you would like to have a copy of our policies we
can send them to you or you can find them on our
webpage at www.asw.org.au.
WHO CAN GET HELP?
Anyone with a disability can access this independent
service.
WHAT GEOGRAPHIC AREA DOES ASW COVER?
If you live in the South West we can help. Our main
office is in Bunbury, there is an outreach office in
Busselton, or we can make arrangements to visit
you in your town.
HOW MUCH DOES IT COST?
It is a FREE service.
4
WHAT DOES ADVOCACY MEAN?
Advocacy means ‘standing by’ someone, or
‘speaking out’ for someone’s rights, when they are
treated unfairly.
We believe that people with disability have the same
legal and civil rights as other people in the
community and advocacy has a role in safeguarding
or protecting people with disability against abuse.
17
People such as NDS Standards Auditors who have
signed an Agreement not to tell anyone about
information in the files may look at some of them to
make sure we are providing good quality advocacy
(you can sign a note to say you do not want your file to
be included in the audit if you wish).
Can I See My Own File? Yes. If you want to see your
file, all you have to do is ask. You can take a copy, but
the file belongs to the Service.
How Secure is My File? When not in use, your file is
kept in a secure cabinet and computer system. Our
computers have strong security passwords.
16
WHO CAN SEE THIS INFORMATION?
The only people who can look at your information are
the advocates who work for ASW and are assisting
you. We will always ask your permission before talking
to other people about your issue unless:
A law court orders us to provide information in a
client’s file;
A law says we must report any information we
know about a child whose safety is at risk;
We may have to release information in an emer-
gency situation where there is a serious risk to
a person’s life, health or safety or threat to public
health or safety;
5
HOW CAN WE HELP?
We work with you when you think you have been
unfairly treated or are seeking a solution to a
specific issue or problem.
We do this by:
Listening and consulting;
Providing information about services and
resources;
Assisting you to access agencies and ser-
vices;
Encouraging and supporting your right to self
advocacy;
Maintaining confidentiality.
Working for you
6
ASW CANNOT PROVIDE
Legal advice (but where appropriate Advocates
may help you get legal advice from a lawyer);
Casework services (e.g. finding housing or jobs,
applying for services, managing services, etc);
Advocacy services when a disability support
worker / caseworker can reasonably provide
advocacy support (without a conflict of interest);
Advocacy for a person when a more
appropriate service is available to assist.
15
KEEPING INFORMATION
ASW collects information about the people who use
our service. We do this to make sure that we record
the work we do for you and to keep track of all the
activities undertaken.
We keep basic personal information, along with other
information about your problem. We record the results
you are hoping for and take notes on what we have
been doing. We also put reports together from this
information to show that we are doing our job. These
reports do not indentify anybody.
14
IF YOU WANT TO MAKE A COMPLAINT
Talk to the Advocate or person you have the
problem with. When you do this, you can bring a
friend, family member, carer, or someone you
trust;
If things don’t work out, you can talk to the ASW
Executive Manager;
If your want to take your issue further you can
ask for the contact details of ASW’s Board of
Directors;
If you are not happy with the decision made by
ASW, you can contact the Complaints
Resolution & Referral Service
1800 880 052.
7
HOW ASW WORKS
You can either refer yourself by getting in touch
with our friendly staff OR someone can contact
us on your behalf if you wish.
You need to sign a “Consent” form so that we
know it is okay to help you.
We complete an assessment to work out how
we can best help
An advocate will contact you to find out more
information and who else might need to be
involved.
You will decide on a plan of action and what
everyone is doing to help solve your problem.
8
YOUR RIGHTS To be treated with fairness and respect (freedom
from abuse); To make your own decisions about your advocacy
support; To be fully informed in a way that you can
understand; To have your information treated privately and not
shared without your permission; To feel safe about complaining if you are not
satisfied with your advocate; To have an advocate who is independent from
disability service providers.
13
FEEDBACK & COMPLAINTS?
If you are not happy with any part of our service you
have the right to tell us. We welcome any complaints
or suggestions, because it helps us provide a better
service.
Remember you can complain or give feedback at
anytime via our website www.asw.org.au or by coming
to the office or calling (08) 97216444 .
Everything you say will be private and will only be
discussed by the people who are involved. If you
would like someone to be with you or speak for you,
you may ask someone you trust to help you.
Whether you have a big or small problem you have
the right to talk to someone and have it addressed.
12
WHAT IF ASW CANT HELP?
We will tell you why, and we will recommend other
services wherever possible.
WHAT IF ASW TRIES TO HELP BUT HAS TO STOP?
ASW could discontinue advocacy if any action or
request may cause harm to you or us; or if there is an
alternative service that will better meet your needs.
Also, if a client threatens or scares staff we can no
longer advocate for that client.
ASW has limited resources and we must ensure the
safety of staff while providing the best service for
clients.
9
YOUR RESPONSIBILITIES To treat your advocate with respect; To understand that advocates try to do what you
ask for but cannot do things that are illegal or may cause harm to you or others;
To let your advocate know everything you know
about your issue; To give at least 24 hours notice if you need to
change an appointment; To make sure your home is safe if your advocate
is visiting; To understand that due to limited resources that
advocates must help clients who have the great-est need first.
10
WHO WORKS FOR ASW?
ASW employs experienced and qualified Advocates.
HOW CAN I HELP?
The first two things that an Advocate will ask you is
‘What result do you want?’
and
‘What do you want to see changed?’
It is very important that you tell us what you want to
happen, as we are guided by your wishes.
It is also important that you contribute towards getting
the result you want if you can so the Advocate will
also ask you what you can do.
11
HOW INDEPENDENT IS ASW?
ASW endeavours to be as independent from service
providers and government agencies as possible.
If there are any possible conflicts of interest between
advocates, other clients or management, ASW has
policies to address this in an open and transparent
way.
For example we cannot advocate for two clients in the
same matter if they have different points of view about
the best outcome.
ASW does not accept gifts or favours from services
providers or clients.
ASW WAITING LIST
ASW tries to help the people who need it on a first
come first served basis. Sometimes that cannot
happen and we need to help the person with the most
serious or urgent issue.
If you are placed on a waitlist we will ensure that you
are kept informed and endeavour to attend to your
issue in a timely manner.