Work within organisational requirements

Complying with professional conduct requirements refers to adhering to the ethical and behavioral standards set forth in a particular profession or field. This involves conducting oneself in a manner that upholds the integrity of the profession, respects the rights and well-being of clients or stakeholders, and maintains trust within the professional community. It encompasses actions such as practicing honesty, transparency, and accountability, avoiding conflicts of interest, respecting confidentiality, and treating others with respect and fairness.

Your employer will have accepted standards of behavior, ethics, and demeanor expected from you in the workplace. It encompasses the way an employee interacts with clients, colleagues, stakeholders, and the general public while carrying out their responsibilities. Professional conduct sets the guidelines to maintain the integrity of their profession, ensure the well-being of those they serve, and uphold the reputation of their industry.

Examples of professional conduct include honesty, integrity, respect, transparency, accountability, confidentiality, and fairness. Professionals are expected to avoid conflicts of interest, act in the best interests of their clients or organisations, and follow relevant laws, regulations, and codes of ethics.

In a workplace, several types of documents address professional conduct to guide employees in maintaining ethical and respectful behavior and can include:

1. Code of Conduct/Ethics which outlines the expected behaviors, values, and principles that employees should follow. It provides guidance on topics such as honesty, integrity, conflicts of interest, respect, and compliance with laws and regulations.

2. Employee Handbook that can include a section on professional conduct. It outlines the organisation's policies, procedures, and expectations related to behavior, communication, dress code, and interactions within the workplace.

3. Anti-Harassment and Anti-Discrimination Policies which address behaviors that are considered inappropriate, offensive, or discriminatory. They emphasize treating all individuals with respect and dignity, and they provide guidance on reporting and addressing such issues.

4. Confidentiality Agreement that highlights the importance of maintaining confidentiality of sensitive information, both within and outside the workplace. It outlines the rules for handling proprietary data and protecting clients' or colleagues' privacy.

5. Social Media Policy where many workplaces have specific policies addressing its use. These policies often outline guidelines for using social media responsibly and professionally, especially when representing the organization.

6. Communication Guidelines that places an emphasis effective and respectful communication among employees, including written, verbal, and electronic interactions. They may cover emails, meetings, and collaboration tools.

7. Conflict of Interest Policy which addresses situations where personal interests could conflict with the organisation's best interests. It provides guidance on disclosing and managing such conflicts to ensure transparency and fairness.

The National Disability Insurance Scheme (NDIS) have a Code of Conduct which applies to all registered or unregistered providers and their employees. It also applies to the NDIS Commission employees in additional to the Australian Public Service Code of Conduct.

The NDIS Code of Conduct has seven (7) Obligations that need to be met:

The Code of Conduct requires workers and providers who deliver NDIS supports to:

• act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws and conventions
• respect the privacy of people with disability
• provide supports and services in a safe and competent manner 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 of people with disability
• take all reasonable steps to prevent and respond to sexual misconduct.

Watch

This video provides an explanation of the importance of a Code of Conduct

A legal and human rights framework refers to a structured system of laws, regulations, and principles that aim to protect and uphold the rights of individuals within a society. It encompasses both legal provisions and broader human rights principles to ensure that individuals are treated fairly, with dignity, and without discrimination. This framework provides a foundation for promoting justice, equality, and the well-being of all members of society. The Convention on the Rights of Persons with Disabilities (CRPD) outlines the rights of people with disabilities, including their rights related to employment. Article 27 of the CRPD ensures the right to work for people with disabilities. This includes the right to work on an equal basis with others, fair working conditions, equal opportunities, fair pay, safety, and access to vocational training. The CRPD also safeguards the right to live independently, participate fully in all aspects of life, access transportation and technology, live in the community with choices, enjoy personal mobility, and have an adequate standard of living. People with disabilities are also protected by other international human rights treaties that cover work, fair working conditions, equal opportunities for promotion, and overall rights without discrimination.

Legislation

Legislation to be mindful on as a Disability Support Worker can include:

The Disability Discrimination Act 1992 and the anti-discrimination legislation for your state or territory protects people with a disability and their relatives, friends and carers against discrimination in areas including:

• employment
• education
• accommodation
• use of public and government services
• access to public places

The Act prohibits any discrimination or devaluation of people with mental or intellectual disabilities and prevents employers from discriminating against such people. Keep in mind that you will often have young adult and adult clients who are seeking or settling into employment, so you need to know this area of the law and be able to answer questions and help advocate for your clients when needed. In addition, talk to your supervisor about your workplace codes of conduct and industry standards you must adhere to in your role as a support worker.

Watch

This video explains disability discrimination in Australia

Other relevant legislation and standards includes:

• United Nations Convention on the Rights of Persons with Disabilities (UNCRPD)
• United Nations Convention on the Rights of Persons with Disabilities (UNCRPD) | Australian Human Rights Commission
• The National Disability Insurance Scheme (Quality and Safeguards Commission) Rules Summary provides a summary of the NDIS Rules and various legislation and guidelines that must be followed.
• Work Health and Safety Act 2011: This act sets out the legal framework for work health and safety in Australia, including the responsibilities of employers and employees for ensuring safe work practices for people in aged care who are in the workplace.
• Privacy Act 1988: This act sets out the privacy principles that must be followed by all Australian organizations when handling personal information, including the information of people in aged care.
• Guardianship and Administration Act 2019: This act sets out the legal framework for guardianship and administration in Australia, including the appointment of guardians for people in aged care who are unable to make decisions for themselves.
• Mental Health Act 2014: This act sets out the legal framework for the assessment, treatment, and care of people with mental illness, including disability.

Watch

This video from the Australian Human Rights Commission talks about disabilities covered by the Disability Discrimination Act

National, state and territory bodies

Funding

In Australia, disability support services are funded and regulated through various mechanisms to ensure the quality and effectiveness of care. Two key components in this context are funding and accreditation systems:

Funding systems include the National Disability Insurance Scheme (NDIS) which is a major funding system that provides support to people with permanent and significant disabilities. It aims to empower individuals to choose and access the supports they need, promoting their independence and participation in the community.

The NDIS supports various services for participants with disabilities to support their quality of life. Things such as transport, assistance with daily living, assistive technology, home modifications and coordinating supports are just a few. 

The NDIS does not support funding if it:

• it isn't related to the participants disability
• is the same as other supports delivered under different funding through the NDIS
• relates to day to day living costs that are not related to a participants needs
• is likely to cause harm to the participant or pose a risk to others
• can be more appropriately or effectively delivered by another system, such as health or education.

Apart from the NDIS, other funding systems are available. Different types of funding can include can include but not limited to, funding for, parking, mental health, employment services or advocacy.

The Department of Social Services website provides information of the various types of funding or schemes that are available to support people with disability:

Accreditation Systems

Accreditation ensures that disability support services meet specified standards of care and professionalism, promoting the well-being and rights of individuals with disabilities. Funding mechanisms support the financial aspects of service delivery, ensuring that resources are allocated appropriately to support people with disabilities in their daily lives.

Accreditation rules and regulations may differ, depending on state/territory rules and regulations, however, to receive government funding, disability services must meet the requirements of the independence quality assurance system. For example to become a Disability Employment Service Provider, it is mandated under the Disability Services Act (1986) that all disability employment services must meet the requirements of the Disability Service Standards and that the organisation be certified against the standards.

To read more about being an accredited Disability Employment Service provider, you may like to read the information from the Department of Social Services.

Similarly, if an organisaton wants to become registered and maintain registration with the NDIS, there are a number of requirements that must be met by the NDIS Quality and Safeguards Commission. Once an application is submitted to the the NDIS to become a registered provider, then they will undergo an audit against the NDIS Practice Standards which relate to the services and supports being delivered by the provider.

A provider is a person, business or organisation who delivers NDIS funded supports to participants. Providers have different areas of experience and expertise.

The provider will undergo either a 'verification' or 'certification' quality audit which is advised by the NDIS Commission to assess its compliance with the NDIS Practice Standards.

A verification quality audit offers simpler support services and are regulated by bodies like AHPRA. These providers engage approved quality auditors for a documentary review due to their existing professional standards. They must show qualifications, expertise, incident and complaints procedures, and risk management. The NDIS Commission monitors how these regulations ensure safe, quality NDIS services are provided.

Providers needing a certification audit offer more complex or high-risk services. They're evaluated against NDIS Practice Standards, including core and supplementary modules relevant to their support type. This assessment covers capabilities like risk management, support delivery, environment, and governance. High Intensity Daily Personal Activities providers are assessed against specific descriptors. An approved quality auditor conducts the certification audit involving document reviews, site visits, and interviews with NDIS staff and participants.

The following information provides various national, state and territory bodies, standards and frameworks that support people with disabilities and disability organisations:

• National Disability Insurance Agency (NDIA): The NDIA operates the National Disability Insurance Scheme (NDIS). It provides individualised support for eligible people with permanent and significant disability, their families and carers, encourages greater inclusion and access to mainstream services, community activities and other government initiatives.
• Hearing Australia: Hearing Australia is the largest provider of government funded hearing services. Hearing Australia provides hearing services to clients eligible under the Australian Government Hearing Services Program. Its services include assessing hearing, fitting hearing devices and providing rehabilitative programs to help eligible clients manage their hearing impairment.
• Australian Council of Social Services: The peak body for the community services and welfare sector.
• Disability Employment Australia: The peak body for Australian Disability Employers specialising in finding employment for people with disability.
• Vision 2020: An organisation created as part of VISION 2020The Right to Sight, a global initiative of the World Health Organisation and the International Agency for the Prevention of Blindness. Vision Australia is a Gold member of Vision 2020.
• Office of Health Ombudsman: The Office of Health Ombudsman is the one place that can be contacted if a person has a complaint or notification about a health service provider. The OHO is an independent body established under the Health Ombudsman Act 2013 (the Act). The Department's objective is to protect the health and safety of the public; promote professional, safe and competent practice by health practitioners; promote high standards of service delivery by health service organisations and maintain public confidence in the management of complaints and other matters relating to the provision of health services.
• NDIS Quality and Safeguards Commission: This independent regulatory body oversees the quality and safety of NDIS services. It sets out the NDIS Practice Standards, which cover areas like governance, risk management, person-centered approaches, and the rights of individuals.
• National Standards and Regulatory Frameworks: Disability service providers in Australia are required to adhere to national standards and regulatory frameworks that ensure quality care. These standards cover areas such as human rights, risk management, safety, and continuous improvement.
• Human Services Quality Framework: The HSQF is the quality framework used for assessing human services providers in Queensland. The framework and standards apply to service providers funded under service agreements (or other arrangements) with various Queensland Government departments. Service areas include child protection placement, housing and homelessness, domestic and family violence, disability, mental health, drug and alcohol, and other community services.
• NDIS Practice Standards (Certification): The NDIS Practice Standards lay out the criteria that registered NDIS providers must satisfy to offer services and assistance to participants in the NDIS scheme. Service providers that are presently or plan to provide services with greater associated risks need to complete a certification audit. This pertains to service providers seeking funds for services like support coordination, aid with daily living, positive behaviour support, and specialized disability accommodation.
• Australian Health Service Safety and Quality Accreditation Scheme (AHSSQA): All of the standards within the AHSSQA have been designed to both protect members of the public from harm when accessing health care services and improving the quality of health care services in Australia. Each of the standards include actions related to Governance and Partnering with Consumers. The rest of the actions have been developed to include all relevant aspects of clinical safety and models of care. The requirement to be accredited to any of these standards is dependent on the type of health service, and local regulators.
• Human Services Standards (HSS): The Human Services Standards (HSS) apply to human services providers in Victoria. Services areas covered by the HSS include child protection and family services, family violence service delivery, housing assistance, and some disability services. Providers are also required to maintain certification to a separate governance standard, such as ISO 9001:2015, the National Standards for Disability Services (NSDS), the NDIS Practice Standards, or the National Safety and Quality in Healthcare Standards (NSQHS).
• Disability Employment Services / Supported Employment Services (DES/SES): The DES/SES scheme is a framework that has been designed to give people with a disability greater confidence in the outcomes employment services can achieve for them and ensure all services meet a set of standards for Disability Employment Services. Service providers in the DES/SES scheme are required to be assessed to the National Standards for Disability Services (NSDS).
• The Australian Health Practitioner Regulation Agency (AHPRA): Collaborates with 15 national health practitioner boards to enforce the National Registration and Accreditation Scheme and administer health practitioner regulations across states and territories. These boards regulate registered health practitioners by setting standards, registering professionals, and addressing concerns about health, conduct, or performance. Their main goal is safeguarding the public.

For look at the National Standards for Disability Services (NSDS)

The National Standards for Disability Services (NSDS) are focused on person-centred approaches and choice and control for people with a disability. The six standards in the NSDS include rights, participation and inclusion, individual outcomes, feedback and complaints, service access, and service management. Service providers delivering support under the DES/SES program are required by the Department of Social Services to be assessed to the NSDS.

National Standards:

1. Rights: The service promotes individual rights to freedom of expression, self-determination and decision-making and actively prevents abuse, harm, neglect and violence.
2. Participation and Inclusion: The service works with individuals and families, friends and carers to promote opportunities for meaningful participation and active inclusion in society.
3. Individual Outcomes: Services and supports are assessed, planned, delivered and reviewed to build on individual strengths and enable individuals to reach their goals.
4. Feedback and Complaints: Regular feedback is sought and used to inform individual and organisation-wide service reviews and improvement.
5. Service Access: The service manages access, commencement and leaving a service in a transparent, fair, equal and responsive way.
6. Service Management: The service has effective and accountable service management and leadership to maximise outcomes for individuals.

The framework for the standards are based on:

Promoting person-centered approaches to ensure individuals are in the centre of service design, planning, delivery and review

Human rights principles including where Australia agrees to uphold human rights set out in various international treaties and declarations, including the Convention on the Rights of Persons with Disabilities.

Human Rights principles such as:

• respect for the inherent dignity, independence of persons and individual
• autonomy, including the freedom to make one's own choices
• non-discrimination
• full and effective participation and inclusion in society
• respect for difference and acceptance of persons with disabilities as part of human diversity and humanity
• equality of opportunity
• accessibility
• equality between men and women
• respect for the evolving capacities of children with disability and respect for the right of children with disability to preserve their identities; and
• active partnerships between services and people with disability, and where appropriate, their families, friends, carers and/or advocates.

The Quality Management principles

These principles describe core features of a service focused on quality for people with disability. The principles emphasise the involvement of people with disability, as well as family, friends, carers and advocates in monitoring and reviewing services and supports. They also emphasise taking a long-term view of how the service or support contributes to the person’s life. The Quality Management principles are:

• focus on outcomes for people who use services and supports
• provide leadership
• involve individuals and staff
• use a process approach
• take a systems approach
• encourage continuous improvement
• make evidence-informed decisions; and
• engage in collaborative partnerships.

Each standard is made up of the same basic elements.

ISO 9001 Quality Management Systems Requirements

ISO 9001 is a set of quality management standards that guide organizations in meeting customer needs and improving quality. These standards are certified by DNV-GL, an accredited auditing and certification body, through the 'Quality Approved Organisation' certification.

Watch

This video provides information on the process of becoming an NDIS provider.

Record keeping

Record keeping is crucial for a disability service, particularly for accountability, transparency, compliance, informed decision-making, and establishing trust among stakeholders. It also serves legal and regulatory requirements, supports learning from past experiences, and ensures efficient operations.

The importance of recording keeping can include:

• Documentation and Communication: Record keeping provides a clear and organised way to document essential information about clients, services provided, incidents, and other critical details. This information can be easily communicated among staff members, ensuring everyone is on the same page regarding client needs, progress, and any challenges.
• Accountability and Transparency: Accurate records hold individuals and organisations accountable for their actions. In the context of disability services, proper record keeping ensures that services are delivered as promised and that any deviations or incidents are well-documented. This transparency builds trust among clients, families, regulatory bodies, and stakeholders.
• Legal and Regulatory Compliance: Disability service providers are often subject to various legal and regulatory requirements. Proper record keeping helps ensure compliance with these standards by documenting adherence to protocols, safety measures, and industry guidelines. In the case of audits or reviews, comprehensive records serve as evidence of compliance.
• Continuity of Care: Detailed records enable seamless transitions between support workers or shifts, ensuring that individuals with disabilities receive consistent care and services regardless of staff changes. Accurate records facilitate a smooth handover of information, avoiding disruptions in care delivery.
• Quality Improvement: Records provide insights into the effectiveness of services and interventions. By analysing patterns, outcomes, and client progress, organisations can identify areas for improvement, implement changes, and enhance the quality of care provided.
• Decision-Making: Well-maintained records offer valuable information for informed decision-making. Whether it's creating personalised support plans, identifying training needs, or allocating resources, records provide a data-driven foundation for making effective decisions.
• Protection of Individuals: Records help in safeguarding the well-being and rights of individuals with disabilities. They enable accurate tracking of medical histories, medications, preferences, and any special requirements, ensuring that care is tailored to their specific needs.

Record keeping ensures clear communication, transparency, compliance, quality improvement, and informed decision-making within disability services. It's a fundamental practice that supports the overall well-being and effective management of individuals receiving support.

Types of records can include:

• Client Records: Description: Client records involve maintaining comprehensive and up-to-date information about individuals receiving disability support services. This includes personal details, medical history, support plans, progress reports, and any relevant communication. Importance: Client records provide a complete picture of each individual's needs, preferences, and progress. They ensure that support workers have accurate information to deliver tailored care, monitor improvements, and address any challenges effectively.
• Incident Reporting: Description: Incident reporting involves documenting unexpected events, accidents, and incidents that occur during the provision of disability services. This includes recording the details of the incident, involved parties, actions taken, and any follow-up measures. Importance: Incident reports serve as a critical tool for identifying risks, preventing future incidents, and ensuring the safety of individuals with disabilities. They enable timely responses, facilitate learning from mistakes, and demonstrate transparency to regulatory bodies and stakeholders.
• Training and Professional Development Records: Description: These records document the training, certifications, and ongoing professional development of support workers. This includes information about workshops, courses, and skill enhancements. Importance: Keeping track of training and development ensures that support workers possess the necessary skills and knowledge to provide high-quality care. It helps in maintaining compliance with industry standards, improving service delivery, and enhancing the capabilities of the workforce.
• Financial Records: Description: Financial records involve recording financial transactions, including invoices, payments, and budget allocations related to disability support services. Importance: Financial records ensure accountability in managing resources, tracking expenses, and allocating funds appropriately. They facilitate accurate billing, auditing, and maintaining transparency in financial operations.
• Consent and Communication Records: Description: These records document the consent given by individuals or their legal guardians for specific services, treatments, or activities. They also include records of communication, discussions, and decisions made regarding the care and support provided. Importance: Consent and communication records ensure that individuals and their families are informed about and involved in the decision-making process. They establish a clear record of agreements and discussions, promoting ethical and person-centered care.
• Medication Management Records: Description: Medication management records detail the administration of medications to individuals with disabilities. This includes dosage, frequency, administration methods, and any adverse reactions observed. Importance: Proper medication management records are essential for ensuring that individuals receive their medications accurately and safely. They help prevent medication errors, support medical adherence, and provide a historical record of medications administered.

Record-keeping procedures play a vital role in maintaining accurate information, ensuring safety, regulatory compliance, transparency, and improving the overall quality of disability support services.

As an NDIS Provider, record keeping requirements must be met by having an information management system in place to record all client information accurately and in a timely manner. They must ensure that documents are stored with appropriate use, access, transfer, storage, retrieval, retention destruction and disposal processes relevant and proportionate to the scope and complexity of supports delivered.

Communicate and cooperate with interdisciplinary team members

Collaborative interactions and coordination between you and your team or other stakeholders ensures you work together to provide comprehensive support and care for individuals with disabilities. An interdisciplinary team typically consists of professionals from different fields, such as medical and health professionals, families, carers, supervisors and support workers or who bring their specialised expertise to address the multifaceted needs and preferences for individuals with disabilities.

When communicating as an interdisciplinary team it is important for you to consider:

Effective Communication

Sharing information, observations, assessments, and insights among team members to ensure that everyone is informed about the individual's needs, progress, challenges, and goals. This helps in making informed decisions and providing consistent care.

Collaboration

Working together to create a unified plan of care that leverages the strengths and skills of each team member. This involves discussing strategies, setting goals, and determining interventions to address the various aspects of the individual's life.

Respect for Expertise

Recognising and valuing the expertise of professionals from different disciplines. Each team member contributes unique knowledge and skills that contribute to a holistic understanding of the individual's situation.

Shared Goals

Aligning efforts toward common goals that focus on enhancing the individual's well-being, independence, and quality of life. This requires understanding each team member's role and how they contribute to the overall care plan.

Flexibility

Being open to adapting plans and strategies based on new information, feedback, and changes in the individual's needs. Interdisciplinary teams often need to adjust approaches as they gain a deeper understanding of the person they are supporting.

Regular Meetings

Holding regular team meetings to discuss progress, share updates, review goals, and address any challenges. This ensures that everyone is on the same page and can provide input for decision-making.

Conflict Resolution

Addressing conflicts or disagreements that may arise among team members in a respectful and constructive manner, prioritising the individual's best interests.

By effectively communicating and cooperating within an interdisciplinary team, professionals can provide more holistic and comprehensive support to individuals with disabilities, ensuring that their physical, emotional, social, and psychological needs are addressed in a coordinated manner.

It is important to consider that the team caring for the person with disability must work together and provide an interdisciplinary approach to meet the person's needs. Every involved in the person's team have a shared role in providing care for the person.

Benefits of an interdisciplinary team

Working in an interdisciplinary team can have the following benefits:

1. All-Around Help: The team covers everything – from the body to feelings, learning, and more. This helps the person a lot because they get support for everything they need.

2. Best Ideas: Each expert brings their special knowledge. They talk and share ideas to make really good decisions together. This means the person gets the best help from all angles.

3. Special Help: Every expert does their best thing. Therapists do exercises, psychologists help with behavior, and teachers make plans for learning.

4. Plan and Change: The team plans things and changes them if needed. They also talk a lot to make sure everyone knows what's happening.

5. Full Life: The team cares about the whole person – at home, with friends, and in the community. This makes sure the person has a happy and full life.

Watch

This video provides an example of working in an Interdisciplinary Team.

After you have viewed the video, think about the different roles of each person and how they each have an impact on the person's quality of life. 

Use digital technology to access and share workplace information

In today's modern world, digital technology is everywhere. It's the use of electronic devices, software, and online tools that use computers to do many things. From smartphones to special software, digital technology has changed how we do things and how we connect with others. It's made life faster, more connected, and full of new possibilities. For instance, we can have video conferences or immediately access a person via instant messaging regardless of their location.

Working in the disability sector , the use of digital technology is important to enable you to access and share workplace information. 

Efficiency: Digital tools make it faster to find and share information. This saves time and helps you focus more on supporting individuals with disabilities.

Accuracy: Digital platforms ensure that information is stored and shared accurately, reducing the risk of errors that could impact the care and well-being of those you support.

Communication: Digital technology enables instant communication with colleagues and supervisors. This makes it easier to discuss important matters, seek guidance, and provide updates.

Collaboration: You can work better with your team by using digital tools to share information, coordinate schedules, and collaborate on care plans.

Access to Resources: Digital platforms provide access to resources, guidelines, and training materials that can help you enhance your skills and provide better support.

Real-Time Updates: Information can be updated in real time, ensuring that you always have the latest and most relevant details at your fingertips.

Privacy and Security: Digital systems can be designed to ensure the privacy and security of sensitive information, adhering to legal and ethical standards.

Remote Support: Digital tools allow you to provide support remotely, which can be especially important in situations where in-person interaction is not possible.

Documentation: Digital records help you keep accurate and up-to-date documentation of the care you provide, which is essential for accountability and future planning.

Adaptability: Using digital technology showcases your ability to adapt to modern methods of communication