ACCESSING OUR SERVICESs

 

How do I obtain assistance?

 

Anyone can refer to THE HAVEN PROJECT, whether it be self, relative, friend or service provider, but all referrals must have the care recipient/carers permission (a signed consent form).

 

 

Eligibility

 

In order to receive assistance you must meet the following criteria:

• Caring for a person with a mental health Illness.

• Living in: Campbelltown, Camden, Wollondilly and Wingecarribee areas.

 

 

Priority of Access to The Haven Project

 

At times, program resources may not be sufficient to meet the needs of all people who request assistance. Priority will be given to those who are not currently accessing services.

 

 

What happens if I’m not home when a worker visits

It is important that you let the Wellness & Recreation Coordinator know if you are not going to be home for a scheduled visit. If you are unable to contact your Wellness & Recreation Coordinator yourself, please ask a relative, friend or neighbour to contact us. If we do not hear from you we would be concerned about your welfare.

 

Service fees

Individuals receiving service are not required to pay for assessments or plans developed with your Wellness and Recreation Coordinator. any respite provided to you may have a fee attached and you will be required to pay for this service. all avenues for respite will be sourced and where possible services that attract no fee will offered to you.

 

What about smoking?

Staff are directed not to smoke in people’s homes. We also request that you refrain from smoking whilst a staff member is in your home as this may affect the worker’s health.

 

Client Advocacy

     What is an Advocate?

• An advocate is a person who, with your authority, represents your interests. You may use an advocate of your choice to negotiate on your behalf. This may be a family member, friend, advocacy service or service provider.
• Advocates can help you to express your views and explain to you anything that you are not sure of. advocates may be used during assessments, reviews and complaints, or for any other communication between yourself and THE HAVEN PROJECT.
• If you wish to use an advocate we will need you to provide a written authority to allow the advocate to speak on your behalf. a standard form is available to assist you with this. For more information about advocacy services available in the community you may contact a HAVEN PROJECT staff member to assist you by providing you with a list of services.
• Advocacy is also available through Carer Assist in Moss Vale at 02 4888 2755

When and why a service ceases

Sometimes it is necessary for THE HAVEN PROJECT to withdraw a service. This may occur if:

• You no longer require respite care.
• other services are able to address your needs.
• Your needs are outside the scope of the service.
• You move outside the area.
• You move into long term care.
• You are able to manage without service due to improved health or level of functioning.
• You have not required service for a period of more than twelve weeks.
• You will be notified in writing upon completion of your program.

 

Disability Services Standards

THE HAVEN PROJECT has made a commitment to the Disability Services Standards.

 

Service Access

Each consumer seeking a service seeking a service is granted access on the basis of relative need and available resources.

 

Individual needs

Each person with a disability receives a service, which is designed to meet in the least restrictive way his or her needs and personal goals.

 

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.

• You have a right to be involved in all decisions about your assessment and care Plan.
• You have a right to refuse a service and refusal will not prejudice your future access to THE HAVEN PROJECT services.
• You have the right to choose what service/s you will receive within program guidelines.
• You have a right to receive a service that is provided in a safe manner, which respects your dignity and independence and is responsive to your social, cultural and physical needs.
• You have a right to privacy and confidentiality. You can expect that no information about you will be provided to anyone else outside of THE HAVEN PROJECT without your permission.
• You have a right to withdraw your approval for release of information if you so choose.
• You have a right to view any information about yourself held by THE HAVEN PROJECT.

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.

 

 

Participation and Integration

 

Each person with a disability is supported and encouraged to participate and be involved in the life of the community.

 

 

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.

 

 

Complaints or Disputes

 

Complaints or disputes he or she may have regarding the agency or the service.

 

 

Protection of Human rights and Freedom from Abuse

 

Ensures the legal and human rights of people with a disability are upheld in relation to the prevention of sexual, physical and emotional abuse within the service.

 

 

 

Rights and Responsibilities:  

 

What are my rights?

 
• You have the right to be treated with respect, consideration and courtesy.

• You have the right to complain or express concerns about a service without the fear of losing the service or suffering any other discrimination.

• You have a right to have your complaints dealt with fairly and promptly.

• You have a right to be represented by an advocate of your choice. The rights of this advocate will also be respected.

• You have a right to be informed about what services are available.

• You have the right to be assessed to receive services without discrimination. Services will be offered on the basis of need and the capacity of services to meet that need.

• You have the right to reapply for a HAVEN PROJECT service that was previously unavailable.

 

What are my responsibilities?

 

• Please let the Wellness & Recreation Coordinator know if you are not going to be at home when a staff member or service is due to visit, or if any changes to services are needed. We of course will notify you if our schedules change also.

• Please act in a way that respects the rights of other clients and the staff of THE HAVEN PROJECT

• Please take responsibility for the results of any decisions you make.

• Please play your part in helping The haven Project to provide you with quality service.

 

 

 

What if I am not happy with the service provided?

 

• We aim to provide a high quality service, so we would like to know if you have any concerns with the service. Plain english complaint forms are also available.

• It is your right to make a complaint or to voice any concerns you may have with services received from THE HAVEN PROJECT.

• In making a complaint you need to be reassured that:

• Your service will not be affected if you make a complaint.

• at all times your complaint will be handled confidentially.

• You can stop the process at any time you like.

• You can also ask The haven ProjecT co-ordination Program to find you an independent advocate.

 

 

How do I make a complaint?

 

• In the first instance you should raise your concerns with the Wellness & Recreation Coordinator responsible for your care.

• If you are not satisfied with the outcome or not happy to discuss the issue with the Wellness & recreation coordinator concerned, you should contact the organisation that your haven Project Wellness & Recreation Coordinator is working for, or use an advocate to negotiate on your behalf.

• If the issue is still not resolved, you should raise the matter in writing with THE HAVEN PROJECT resource coordinator 80 Argyle Street, Camden.

• You will be informed of the outcome of any complaint and all efforts will be made to resolve the complaint within one month of it being received.

CONTACTS: 

 

• Project resource coordinator (ANGLICARE)   4659 0000
• Wellness & recreation coordinator, male specific 
  (BCD Community Care)  4871 1854
• Wellness & recreation coordinator (Disability Trust)   4860 1100
• Wellness & recreation coordinator (MacArthur Disability Services)   4621 8400 (also youth specific coordinator)
  Hearing Impaired; TTY46218453 
• Rural education and engagement officer
  (Community Links Wollondilly)   4683 2776

 

• If after approaching the above people the matter is still not resolved,
you can make a formal complaint in writing to:

Commonwealth Ombudsman

GPO 442, Canberra ACT 2601 (1300 362 072)

 

 

 

Privacy and confidentialitiy

 

Protecting the privacy of clients is extremely important to THE HAVEN PROJECT and the partner organisations for ensuring that all privacy and confidentiality requirements are met. This is done in the ways set out below.

 

The information held by THE HAVEN PROJECTand its partner organisations will only be that necessary to assess the need for a service and to provide a service. This is kept in written records on your personal client file. The information is confidential and is kept in a secure place. Some information about you is also kept on a password secure database.

 

All your information is confidential and is only disclosed with your permission for the purposes of ensuring you are receiving the service that you need. If you give consent to THE HAVEN PROJECT and the partner organisations to release personal information about you to another service or another person, you can withdraw this consent at any time. You have the right to withhold information for privacy reasons. Statistical data that is provided to the funding body is non-identifying.

 

You have the right to read any personal information about you kept by THE HAVEN PROJECT or its partner organisations. a request from you to access your file should be referred in writing to the Manager who will assist you to access your file within two weeks of your request and explain any terminology if required.

 

 

NOTE: All of these FAQ's are contained in the "Haven Project Handbook"
which can be downloaded in a printer version PDF on our downloads page.