Behaviour Support Client Handbook

1. Welcome

Welcome to Growth and Change PBS! We are excited to be working with you.

If you have any questions, you can chat to us at any time by:

• Calling us on 0401 764 049
• Emailing us at admin@growthandchangepbs.com.au

2. Communication

We want to communicate with you in a way that you understand.

We can organise interpreters and advocates that can assist if you can’t understand us, or we can’t understand you.

3. Our Process

To help provide you with the right answers to your questions, we will ask you questions. Some of those questions are in the Client Intake Form we have provided you.

If we think we can help you, we will arrange a time to meet with you. We may discuss the terms of a Services Agreement at the meeting.

After the meeting, Growth and Change PBS will check the information you have provided to make sure we can help you. If we can help, we will complete and sign a Services Agreement.

If you are happy with the terms of the Services Agreement, we will ask you to sign it and return it to us. Once we both sign it, an agreement between us is formed.

4. Support Planning

Once you have signed the Services Agreement, we will undertake an assessment with you to understand your needs, strengths and goals.

You will be fully involved in the assessment and may involve an advocate, your family and any people you want in the process.

After that, we will develop a Client Support Plan.

You will be asked to sign your plan to show that you agree with it. Your plan will be reviewed regularly.

5. Your Rights

You have the right to:

• Respect for your human worth and dignity.
• Freedom of expression, self-determination and decision-making.
• Realise your potential for physical, social, emotional and intellectual development.
• Full participation in society equal to other people, according to your individual and cultural needs and preferences.
• Autonomy, including your right to intimacy and sexual expression.
• Information and support to understand and exercise your legal and human rights.
• Privacy of your personal information and sensitive information.
• Raise concerns and be supported to formalise complaints.

6. Your Choice

We will talk to you, and any Representatives, Carers and Family where appropriate, to ensure and promote that you make all decisions in relation to your services and supports.

We provide you with enough time to make decisions that affect your life.

We help you to make good choices, but the choices themselves are yours to make.

7. Conflicts of Interest

If we are permitted to provide you with Therapeutic Supports as well as other supports, a conflict of interest may arise.

You will always be informed of other alternative providers available to provide necessary support, enabling you to exercise choice and control in the support you receive, including from Growth and Change PBS.

You will also be informed of any relevant conflicts with other providers who may have a relationship with Growth and Change PBS, where this is relevant.

It is always your decision if you would like to choose Growth and Change PBS’s services and support or go with another provider.

Your decision to choose an alternative provider will not affect any services or support provided by Growth and Change PBS.

8. Matching

We will try to match the right staff member to meet your needs and goals.

When matching, we consider your personality, language, culture, personal preferences and skill requirements.

9. Our Staff

Growth and Change PBS employ qualified and experienced staff to deliver supports and services to NDIS Participants.

Each staff member is trained in the NDIS Worker Orientation Module and in COVID-19 Infection Control.

10. Exiting Service

You can terminate our services at any time and in accordance with the terms of our Services Agreement.

We will support you to find other services if you require assistance.

11. Privacy

We respect your right to privacy.

We use your personal information in line with Australian Privacy laws.

Your personal information allows us to perform our work.

We may at times disclose personal information where it is necessary to provide supports and services or where it is required by law.

Growth and Change PBS protects your personal information.

You have the right to request access to the personal information that Growth and Change PBS holds about you.

You can update or change personal information as required — just let us know.

12. Feedback and Complaints

Growth and Change PBS wants to hear your feedback.

If you feel comfortable, you are encouraged to raise any feedback, concerns or complaints with us first, as this is often the best way to have your issue resolved quickly.

You can make a complaint:

• In person to the Principal or a staff member.
• By calling us on 0401 764 049.
• By emailing admin@growthandchangepbs.com.au.

You can also make a complaint to the NDIS Commission:

• Call 1800 035 544.
• Call the National Relay Service on 133 677.
• Visit the NDIS Commission website and complete a complaint contact form.

The NDIS Commission can take complaints about services or supports that were not provided in a safe and respectful way, or were not delivered to an appropriate standard.

We will resolve all complaints promptly in accordance with our Feedback and Complaints Management Policy.