Points of Contact
Synergy Vision works with individuals, their families and circles of support through a person-centred approach with the overall aim of enabling choice and achieving their chosen goals. There is an ongoing focus on continuously reviewing, improving and enhancing the support that they receive.
Synergy Vision has a commitment to quality and continuous improvement and as such, will seek the opinions and feedback of our clients to make sure we are delivering a high-quality service.
Our and Your Responsibilities & Quality Assurance
Our responsibilities while providing services
Synergy Vision has a range of responsibilities in providing quality care to all our participants. The following is a detailed list of our daily programming requirements:
- Ensure safe and quality services to all our participants.
- Record Service Agreements and Service Bookings for all our participants.
- Provide a high level of quality and dignity in providing personal care.
- Communicate with carers daily regarding all ongoing programs and any changes to existing programs.
- Provide information and support to families to ensure they are aware of their rights and responsibilities, and where required, assist with sourcing independent advocacy or interpreting support.
- Maintain a process to support participants to maximise their independence and to exorcise their rights about the choice of lifestyle.
- Support individual procedures that encourage participation.
- Communicate with carers in the event of sickness or injury.
- Report any behavioural concerns daily.
- Ensure that the communication needs of participants are met.
- Promote a positive image of individuals with a disability in the community.
- Provide information to carers promptly regarding the program.
- Empower and assist our individuals in working towards their chosen goal.
- Maintain privacy and confidentiality.
- Maintain a safe place of work for staff, including community venues and individuals’ homes.
Your responsibilities while accessing programs
- You are to contact us if you are unable to make any arranged meeting.
- Be polite and courteous to our staff.
- No smoking inside the building when with our team.
- Treat our team with respect and dignity.
- Do not physically, verbally or otherwise assault workers or any member of the community.
- Never engage in racial discrimination or make inappropriate sexually directed comments against our workers or other individuals.
- Let us know if you are unhappy about anything so we can assist you in resolving it.
As part of the ongoing commitment of Synergy Vision to quality and continuous improvement, participants are asked to complete a questionnaire periodically. This gives carers and individuals a constructive pathway to provide feedback on the service provided.
Aims and Objectives
Services are provided under the National Disability Insurance Scheme Act 2013, NDIA Code of Conducts and Provider Standards and the following aims and objectives:
- The organisation shall provide responsive and accountable corporate governance.
- Synergy Vision shall develop innovative and flexible opportunities within the community to support individual choice.
- The service shall seek to achieve quality outcomes for individuals with the best use of available resources.
- Through disciplined processes, our staff will be challenged and empowered to excel at providing quality services to individuals and carers and to achieve a rewarding career.
- Synergy Vision seeks to encourage the volunteer ethic and acknowledge the valuable contribution made by volunteers to the community.
- To promote principles of access and equity in every aspect of service delivery.
If you would like a copy of any Synergy Vision policy or procedure, please ask for a copy from your Service Coordinator.
NDIS Code of Conduct
The NDIS Code of Conduct helps providers and workers respect and uphold your right to safe and quality supports and services. Under the NDIS Code of Conduct, providers and workers must:
- Act with respect for individual rights to freedom of expression, self-determination, and decision-making following relevant laws and conventions.
- Respect the privacy of people with disability.
- Provide supports and services safely and competently with care and skill.
- Act with integrity, honesty, and transparency.
- Promptly take steps to raise and act on concerns about matters that might have an impact on the quality and safety of supports provided to people with disability.
- Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse.
- Take all reasonable steps to prevent sexual misconduct.
Work Health and Safety
Our services are provided in your home, rather than coming to our offices. In addition to the above responsibilities, there are some work health and safety regulations that you must adhere to if we come to your home, as it becomes our staff’s workplace.
- No smoking inside or in the vicinity of your house while a Synergy Vision staff member is in your home.
- No violence or swearing while there is a Synergy Vision staff member present or towards any Synergy Vision employee.
- No-one must request personal phone numbers or after-hours contact with our support workers.
- All people who remain in the house must stay appropriately clothed and behave for both Synergy Vision staff members and themselves while a service is ongoing.
- Visitors should remain minimal. You must advise staff members of possible visitors before service commences.
- It is a legal requirement that our workers must wear covered footwear at all times. If you request that shoes be removed inside your home for cultural reasons, shoe covers will be provided to our employees so they may continue to remain respectful.
- There must be a working smoke detector and an electrical safety switch fitted to your house.
- You should have a fire extinguisher or fire blanket available in case of an emergency.
- There must always be a first aid kit available.
- Secure your pets away from where service is taking place. Your support worker should not need to come into contact with them at any point.
- There must be no rubbish or dangerous materials left where service is to take place, the worker can deny service if they feel that the environment is unsafe for any reason.
- There must always be adequate lighting both outside your house (front porch light to always be working) and inside your house, especially if our workers are providing service at night.
- A WHS Home Inspection is conducted at the commencement of service, during which possible issues will be identified before service can proceed. This will be reviewed every three months by your support worker.
These are a few of the most important legal requirements that you must adhere to for Synergy Vision to conduct service for you at your home. Please remember that these are legally binding and not at the discretion of Synergy Vision. If you refuse to adhere to these work health and safety requirements, we may not be able to provide in-home service to you.
We consider cultural and linguist backgrounds in the development and facilitation of all programs. If required, interpreter services to assist with discussions and meetings can be provided.
Synergy Vision is able to organise telephone translation services for initial interviews, and face-to-face interpreter services for follow-up conversations.
Where possible, we roster staff of similar cultural backgrounds to work with individuals. We take care in allocating a specific team for service provision if requested.
Migrant Service Agencies can provide information and support for overseas-born residents of Australia.
Synergy Vision can provide a list of contact information to independent Advocacy Services upon request at any time an individual feels they may need assistance. Individuals have the right to independent advocacy and Synergy Vision can provide information and assist with gaining independent advocacy for you. Synergy Vision staff will assist with accessing this service when the individual may not be able to initiate the process themselves. You have the right to have an advocate present to assist you if you have a complaint.
Self-advocacy skills, acting on your own behalf without using a third party to negotiate outcomes, are essential for everyone. Self-advocacy is about communicating needs and wants to someone else. It involves taking responsibility for choices and decisions. To be a good self-advocate, it is essential to have the following:
- An understanding of your rights and responsibilities.
- An understanding of your own abilities.
- An understanding of what having a disability means in a community environment.
- An understanding of what options are available.
- An opportunity to develop and talk about an action plan.
We encourage our participants to find opportunities to develop self-advocacy skills. We can also support participants to resolve any difficulties that may arise. If you wish to find your own advocate, consider using the Disability Advocacy Finder.
Exiting Synergy Vision
An individual may choose to withdraw from Synergy Vision at any time for any reason, either on a temporary or permanent basis. All individuals are welcome to reapply for service with Synergy Vision. Synergy Vision will commence procedures as per the Exit Policy to ensure that the individual can return to Synergy Vision at the earliest time.
Voluntary exit from Synergy Vision is where the individual chooses to withdraw from the service. All efforts will be made by Synergy Vision to assist the individual in locating a suitable service to move to and minimise all risks involved.
The Coordinator can suspend service (involuntary exit) when violent or disruptive behaviour is shown, where such conduct presents a physical or emotional danger to other individuals, staff or the community or whether the behaviour is self-directed or directed at any staff member, another individual or any other person.
Confidentiality and Privacy
Synergy Vision adheres to Privacy Legislation and implements the Australian Privacy Principles. Before commencement, information will be collected from the individual’s support network to assist in the development of an individualised support file. This details the full support requirements of the individual, and will also include creating an Individual Service Agreement which specifies the service that the individual will be participating in, as well as their consent, information, rights and responsibilities of both the individual and Synergy Vision, cancellation policies and privacy information. The information is strictly confidential and only accessed by support coordination staff working directly with the individual. The information is kept in a secure computer system at all times. Individuals and their carers are able to access their file, on request. The information is evaluated annually and updated as required. This information is stored according to legislative requirements.
The Australian Privacy Principles is legislation developed by the Australian Government to ensure your privacy and confidentiality of information is maintained at all times. Synergy Vision adheres to Privacy Legislation and implements the Australian Privacy Principles.
Complaints, Feedback and Concerns
Synergy Vision prides itself on its standing culture developed around open and constructive communication. Individuals, staff & carers are encouraged to express any concerns or feedback that they may have, promptly. This also includes specific issues surrounding proposed changes in personnel. Individuals are informed of the availability of advocates and interpreters and are encouraged to utilise these services. Synergy Vision staff will assist individuals to access this important service where they are not able to initiate the process themselves. Individuals are aided by Synergy Vision staff to be aware of their right to utilise Advocates to assist and support the individual during complaints management processes. Each family is informed of their right to choose who they would like to discuss the complaint with. The process is documented clearly to assist in a prompt, and appropriate follow-up.
All staff are aware and proactive in recording and assisting with this process and receive training on what they can do to support the process.
Ongoing feedback is essential and assists with improving program quality and personal satisfaction. Outcomes from this process provide input for the staff as well as providing training opportunities or acknowledgement to other relevant parties. All complaints will remain confidential & will be stored securely. To voice a concern, you can:
- Talk to the person involved or someone that you trust to speak to someone on your behalf. This could be a staff member, family member or advocate.
- Arrange a meeting between the people involved. You have the right to bring an advocate or person to support and assist you, and help you speak about the issues and come to an agreement or ways to work things out.
- Call the manager, or visit our Feedback and Complaints page for more options.
Preventing Abuse and Neglect during Services
Staff receive training on assisting individuals in avoiding discrimination of any form. There is training conducted with every staff member in the prevention of harm, neglect, abuse, discrimination, exploitation and violence of individuals; this includes mandatory reporting procedures. There is also training about bullying and the management of incidents of bullying both individual and staff related.
Note that your consent is not needed for the use, disclosure or exchange of personal information if required or authorised by law in some instances including but not limited to child protection, urgent health and lawful investigation situations.