Participant Support Procedures > Delivery of Personal Support in Own Home with One Support Worker Procedure
Authorised by Corporate Services Manager
Issue Date: 05 November 2021
This procedure explains how Kyeema will comply with NDIS regulations relating to personal supports offered to a participant who lives alone and receives personal support from only one individual support worker and no other. The condition is designed to ensure that participants who choose to receive their personal support from the same one NDIS worker can continue to exercise that choice.
This procedure relates to NDIS Standard 1: Rights and Responsibilities; Standard 3: Provision of Supports; Standard 4: Provision of Supports Environment.
Related legislation
National Disability Insurance Scheme Act 2013 (the NDIS Act)
Notice of decision under sections 73L and 73G
Scope
This procedure applies to Kyeema workers delivering daily personal support to a participant who lives alone in their own home and receives personal support from only one individual worker, and no other.
Definition
Face-to-face communication or face-face contact means communication or contact in person and directly with the participant and does not include online or virtual communication or contact.
Personal support means the class of support referred to as assistance with daily personal activities in the National Disability Insurance Scheme.
Service agreement means a service agreement with respect to the provision of personal support.
Risk Factors
1. The participant is not receiving, from any other NDIS provider, supports or services that involve regular, face-to-face contact with the participant.
2. One or more of the following applies:
•The participant or the participant’s plan indicates that the participant has limited or no regular, face-to-face contact with relatives, friends or other people with whom the participant is well-acquainted.
•Without the assistance of another person the participant has limited or no physical mobility.
•The participant uses equipment to enable them to be physically mobile or to facilitate their physical mobility.
•Without the assistance of another person the participant has limited or no ability to communicate with others.
•The participant uses equipment to enable or facilitate communication with others, including to enable or facilitate the use of a phone or other device.
Procedure
Kyeema will not assign an unsupervised worker (sole worker) to deliver assistance with Daily Personal Activities (personal supports) to a participant who lives alone unless:
•a risk assessment has been carried out to assess whether there are any risks to them from relying on a sole worker CCF-19
•processes are in place to monitor the quality of the supports provided by that worker, as well as the participant’s satisfaction with them CCF-90
•a service agreement has been entered into that documents the processes for monitoring support delivery, supervising the sole worker and communicating with the participant FF-09
•Any participant who currently has a sole worker arrangement in place and the arrangement is assessed as a risk then: Inform participant of change in conditions that includes the monitoring and supervision of the sole worker.
Steps for the manager/team leader:
1. Complete Participant Service Agreement FF-11
2. Complete Schedule of Supports CCF-72
3. Complete Home Risk Assessment Form CCF-19 including Section 6
4. Complete Home Alone – Communication, Monitoring & Supervision Plan CCF-90
5. Complete Home Alone with Sole Worker Service Agreement FF-09
6. Make sure all the above forms are signed by the participant or in exceptional circumstances accept a text/email consent, state time/date/screenshot of consent, and record on the form/participant file
7. Provide copies of the following to the participant:
•Participant Service Agreement FF-11
•Schedule of Supports CCF-72
•Home Risk Assessment Form CCF-19
•Home Alone with Sole Worker Service Agreement FF-09
8. The manager/team leader must:
•as soon as practicable after the provider becomes aware of any change in circumstances that may have a significant impact on the provision of personal support to the participant:
•update the assessment to take account of the change;
(ii) provide a copy of the updated assessment to the participant; and
(iii) place a copy of the updated assessment in the provider’s file relating to the participant.
9. For existing risk factors relating to the participant
•there is a documented plan for supervision of the participant’s support worker that is appropriate having regard to the participant’s risk factors and the plan is implemented - CCF-90
•manager/team leader receive regular reports in relation to the care and skill with which personal support is being provided to the participant by the support worker, with the regularity of the reports being appropriate having regard to the participant’s risk factors - Carelink shift notes
•appropriate action is taken by the manager/team leader, without any unreasonable delay, to address any concerns identified in those reports
Responsibilities
•Responsibility for the implementation of this procedure belongs to the CEO, all managers, team leaders, on-call workers and support workers.
•Participant has the choice to receive personal support from only one individual support worker, and no other.
•If relevant, team leader/support worker is responsible for supplying Commissioners Letter to NDIS Participant
Reporting
Support worker to regularly report to team leader/manager via Carelink+ shift notes and report immediately any concerns.
Updated assessments to be given to the participant
Feedback from participant on level of support to be documented on Home Alone – Communication, Monitoring & Supervision Plan CCF-90
Review and Evaluation
Established appropriate arrangements for monitoring the quality of the supports and to monitor the participant’s satisfaction with them - CCF-90
For any concerns identified in reports appropriate changes to be immediate or as soon as is practicable, depending on the circumstance.
Responding to Concerns
If a concern about the health, safety or wellbeing of a participant or the performance of a worker is identified, Kyeema will take appropriate action to address those concerns.
Complaints
Complaints about the quality or safety of NDIS supports and services can be made to the NDIS Commission 1800 035544
Complaints about the NDIA or participant plans continue to be made to the NDIA or Commonwealth Ombudsman.
Kyeema service issue complaints follow the Complaints and Feedback Management Policy and Procedure
Awareness and Training
Team leaders/managers and support workers are trained in this procedure
Participant is made aware of new conditions
Record keeping
All providers must keep an up-to-date record of all participants who receive daily personal support by a single support worker:
•place a copy of the assessment and subsequent updated assessments in the participants file (hard copy and electronic)
•risk assessment CCF-19 hardcopy filed in folder Supports Managers office
Related Policies, Procedures and Documents:
Notice of decision under sections 73L and 73G of the National Disability Insurance Scheme Act 2013 (the NDIS Act) letter sent to NDIS Provider
Participant Service Agreement FF-11
Schedule of Supports CCF-72
Home Risk Assessment Form CCF-19
Home Alone – Communication, Monitoring & Supervision Plan CCF-90
Home Alone with Sole Worker Service Agreement FF-09
Complaints and Feedback Management Policy and Procedure
Consent to Share Information – Easy Read CCF-57
Consent to Exchange Information and Use Photos CCF-01
Alternative Funding Service Agreement FF-12