PART A – PRELIMINARY
1 Name of Standards
These Standards are the Disability Services Standards
(Eligible Service Standards) (FAHCSIA) Determination 2010.
2 Date of
commencement
These Standards commence on the day after they are
registered.
3 Authority of these Standards
These Standards have been determined under paragraph 5A
(1) (a) of the Act.
4 Application of Standards to services
These Standards are to be observed in respect of eligible
services funded under the Act.
5 Interpretation
Unless the contrary intention appears, words and
expressions used in this Determination have the following meanings:
"Act" means the Disability
Services Act 1986.
"Advocate" means a person who
primarily represents the interests of a person with a disability in a way
consistent with the expressed wishes of the person with a disability, or who
acts in the best interests of the person with a disability where he or she is
unable to express his or her wishes, in order to assist the person with a
disability to exercise control over his or her life.
"Agency" means the management and
operational units of an organisation responsible for the service in respect of
which funding has been granted to the organisation under the Act.
"Community" refers to both the
immediate local environment and to broader society.
"Complaints and disputes" refer to
instances which involve a problem or cause for discontent relating to some
aspect of the agency or the service being provided to a consumer.
"Consent" means consumer agreement
based on an understanding of the implications of a particular activity or
decision and the likely consequences for the consumer.
"Consultation" means seeking,
accepting and recognising active consumer input at all stages of the process
leading up to and including decision making.
"Consumer" has been used in three
ways:
·
primarily it is used to mean a
person with a disability;
·
but it may also mean family
member/s of the person with a disability; or
·
it may also mean unpaid primary
carer of a person with a disability;
where that person is receiving a service in respect
of which financial assistance has been granted to the organisation under the
Act.
"Integration" has two important
components - physical and social. Physical integration means ensuring that
people with a disability have access to the same places, and in the same manner
as other people. It also means that they receive services in the community.
Social integration means that people with a disability are able to build and
maintain a wide range of relationships with members of the community.
"Least restrictive way" means the
provision of services which are appropriate to people's needs, while allowing
them as much freedom of choice, independence and opportunity as possible.
"organisation" means an eligible
organisation or a State.
"Participation" refers to the
process of consumers taking part, or actively sharing, in the life of the
community.
"Relative need" is a concept that
ranks potential consumers on the basis of greatest unmet need and the benefits
they would gain from the service,
"Responsibilities", in respect of a
person with a disability, means the responsibilities that person can be
reasonably expected to carry.
"Resolved": a complaint or dispute
is "resolved" when it is settled or concluded, and each of the
parties is notified of the outcome. "Resolved" does not necessarily
mean that the complaint or dispute is concluded in favour of any of the
parties.
"Retribution" is negative action
taken in response to a consumer's complaint or dispute. It includes
intimidation, punishment or withdrawal of service.
"Service" is the support or assistance
provided to a consumer.
Unless words are defined to the contrary in the interpretation
they have the same meaning as in the Act.
PART B - THE STANDARDS
STANDARD 1 SERVICE ACCESS
Each
consumer seeking a service has access to a service on the basis of relative
need and available resources.
Supporting Standards
1.1 The agency has developed
written entry and exit policies and procedures.
1.2 The agency's entry and exit
policies and procedures are accessible by potential and current consumers.
1.3 The agency implements its
written entry and exit policies and procedures.
1.4 The agency's entry and exit
policies and procedures are reviewed regularly with consumers.
1.5 The agency establishes clear
entrance criteria for determining the priority for service for each
person with a disability.
1.6 The agency's entrance criteria
provide for access to be given on the basis of relative need.
1.7 Other than relative need, the
access of a person with a disability to a service is decided on a non-discriminatory
basis.
1.8 Where an agency is unable to
provide a person with a disability access to its service, a referral to another
similar service is made, where this exists.
1.9 The agency targets its
information activities to be accessible by all identifiable groups within the
target population.
STANDARD 2 INDIVIDUAL NEEDS
Each
person with a disability receives a service which is designed to meet, in the
least restrictive way, his or her individual needs and personal goals.
Supporting Standards
2.1 The agency has developed, in
consultation with consumers, written policies and procedures on planned
approaches to meeting individual needs.
2.2 The agency's policies and
procedures on planned approaches to meeting individual needs are made available
to consumers in appropriate formats.
2.3 The agency, in consultation
with each consumer, identifies and documents the individual, ongoing and
changing needs of the person with a disability and the approaches for meeting
those needs.
2.4 The agreed approach for meeting
each consumer's individual ongoing and changing needs is implemented and
reviewed with that consumer within an agreed timeframe.
2.5 The agency implements its
policies and procedures on planned approaches to meeting individual needs.
2.6 The agency's policies and
procedures on planned approaches to meeting individual needs are reviewed
regularly with consumers.
2.7 The agency considers the
appropriateness of general community facilities and services in meeting the
individual needs of each person with a disability.
2.8 Each person with a disability
is provided with support in a manner which maximises his or her potential to
reach personal goals.
2.9 Services are provided in a
manner sensitive to the age, sex, and the cultural, linguistic and religious
background of each person with a disability.
2.10 The agency supports each
consumer's efforts to gain access to general community facilities and services
and/or to other specialist agencies and/or services.
STANDARD 3 DECISION MAKING AND CHOICE
Each
person with a disability has the opportunity to participate as fully as
possible in making decisions about the events and activities of his or her
daily life in relation to the services he or she receives.
Supporting Standards
3.1 The agency has developed, in
consultation with consumers, written policies and procedures which maximise
consumer participation in decision making at the individual and service level.
3.2 The agency's policies and
procedures to maximise consumer participation in decision making are made
available to consumers in appropriate formats.
3.3 The agency offers each person
with a disability support to make informed decisions and choices in relation to
the service he or she receives.
3.4 The agency informs each
consumer of other services that might meet his or her needs.
3.5 The agency implements its
policies and procedures to maximise consumer participation in decision making
at the Individual and service level.
3.6 The agency's policies and
procedures to maximise consumer participation in decision making are reviewed
regularly with consumers.
3.7 Each person with a disability
can involve an advocate in making decisions about the service he or she
receives.
3.8 The right of each person with a
disability to exercise control over his or her life is not restricted by the
policies and procedures of the agency.
3.9 The agency takes reasonable
care to avoid foreseeable risks without unduly limiting the ability of each
person with a disability to take responsibility for his or her own decisions.
STANDARD 4 PRIVACY, DIGNITY AND CONFIDENTIALITY
Each
consumer's right to privacy, dignity and confidentiality in all aspects of his
or her life is recognised and respected.
Supporting Standards
4.1 The agency has developed, in
consultation with consumers, written policies and procedures on protecting
consumers' privacy, dignity and confidentiality.
4.2 The agency's policies and
procedures on protecting consumers' privacy, dignity and confidentiality are
made available to consumers in appropriate formats.
4.3 The agency only collects
consumer information that is directly relevant to effective service delivery.
4.4 Each consumer is informed of
the types of personal information that the agency holds and the reasons for
holding this information.
4.5 Each consumer's consent is
obtained before any information about him or her is sought or released by the
agency.
4.6 Each consumer's right to
dignity and privacy is recognised, respected and protected in relation to
personal activities.
4.7 The agency implements its
policies and procedures on protecting consumers' privacy, dignity and
confidentiality.
4.8 The agency's policies and
procedures on protecting consumers' privacy, dignity and confidentiality are
reviewed regularly with consumers.
4.9 Each consumer has the right to
see any information the agency keeps in respect of him or her.
STANDARD 5 PARTICIPATION AND INTEGRATION
Each
person with a disability is supported and encouraged to participate and be
involved in the life of the community.
Supporting Standards
5.1 The agency's written policies
and procedures are framed in a way that provides opportunities for people with
a disability to participate in the community.
5.2 Services are provided in a way
that facilitates the integration and participation of each person with a
disability in the community, at times and in ways similar to other 'members of
the community.
5.3 Each consumer is provided with
information about general community facilities and services and how to use
them.
5.4 The agency provides each person with a
disability the opportunity to form and maintain a variety of ties, connections
and involvements in the community.
STANDARD 6 VALUED STATUS
Each
person with a disability has the opportunity to develop and maintain skills and
to participate in activities that enable him or her to achieve valued roles in
the community.
Supporting Standards
6.1 The agency's written policies
and procedures reflect the valued status of consumers.
6.2 The agency promotes the
abilities, contribution and competence of people with a disability.
6.3 Each person with a disability
has the opportunity to develop and maintain skills, capacities and life-styles
that are valued in the community.
STANDARD 7 COMPLAINTS AND DISPUTES
Each
consumer is free to raise and have resolved, any complaints or disputes he or
she may have regarding the agency or the service.
Supporting Standards
7.1 The agency has developed, in
consultation with consumers, written policies and procedures on the
resolution of consumers' complaints and disputes.
7.2 The agency's policies and
procedures on consumers' complaints and disputes resolution are made available
to consumers in appropriate formats.
7.3 Each consumer is able to have
resolved issues regarding aspects of the agency or service with which he or she
is dissatisfied.
7.4 Complaints or disputes are
handled in a manner consistent with the agency's policies on privacy.
7.5 The agency implements its
policies and procedures on consumers' complaints and disputes resolution.
7.6 The agency's policies and
procedures on consumers' complaints and disputes resolution are reviewed
regularly with consumers.
7.7 Each consumer is encouraged and
assisted to raise any concerns he or she has about the agency or service, without
fear of retribution.
7.8 The complaints and disputes
procedure allows for the participation of the consumer's advocate, where
requested.
7.9 Each consumer is provided with
information on relevant complaints and disputes processes available in the
community.
7.10 The agency ensures that progress
towards resolution of each complaint or dispute is reviewed within an agreed
timeframe.
STANDARD 8 SERVICE MANAGEMENT
Each
agency adopts sound management practices which maximise outcomes for consumers.
Supporting Standards
8.1 The agency ensures the legal
and human rights of people with a disability are upheld within the service.
8.2 The agency provides a safe
physical environment for its consumers.
8.3 Consumers have the opportunity
and support to take part in the planning, management and evaluation of the
service.
8.4 The agency monitors its
activities and regularly evaluates whether it is meeting its objectives and the
Disability Services Standards.
8.5 The roles and responsibilities
of the board, committee of management, and staff of the agency are clearly
defined, documented and available.
8.6 People with a disability
receive services from appropriately skilled and competent staff.
8.7 The agency ensures that its
employed and volunteer staff receive appropriate support; and that they
understand their role, the administration of the agency and the service, and
their accountability for their work related activities.
8.8 The agency implements a policy
on affirmative action with regard to employment of people with a disability.
8.9 The agency develops and
implements written policies and procedures relating to complaints and disputes
by staff and other persons.
8.10 Resources are managed to maximise
the funds available to provide services for consumers.
8.11 The agency has available, upon
request, annual reports that demonstrate consumer, service and financial
outcomes.
8.12 The agency has a process of
co-ordination with other agencies, advocacy and consumer organisations in the
area.