Tambo Vale
Staff Handbook (NDIS Service Delivery) Version 4 Updated: April 2WELCOME
We are pleased to welcome you to the team at Tambo Vale. Our Staff Handbook provides you with some key information about working at Tambo Vale, refers to important policies and procedures you need to be aware of, and sets out our expectations of staff. It is important that you fully understand and follow these requirements at all times.
If you have any questions or concerns about information in the Staff Handbook, please contact your manager, or you can refer to the relevant Tambo Vale policy and procedure available via your onboarding email or contacting the Compliance Manager.
About Tambo Vale
Tambo Vale Services is a registered provider that supports people with disabilities. We are committed to, and abide by, the National Disability Insurance Scheme (NDIS) Practice Standards and the NDIS Quality and Safeguards Commission requirements.This handbook is your guide to Tambo Vale Services current practices, policies and procedures and provides information regarding guidelines and rules that may affect your employment. This handbook is not a standalone document and should be read in conjunction with Tambo Vale Services 's policies and procedures.
The purpose of this handbook is to:● provide information regarding your employment ● outline the terms and conditions of your employment● inform you of the orientation process ● provide information on Tambo Vale Services policies and procedures● provide information on the NDIS Standard Practice indicators and requirements.
Tambo Vale Services hopes your time with us is rewarding and fulfilling. We are proud to offer our employees an open and friendly work environment. We encourage staff to upskill and provide training programs to meet key competency and performance requirements. When filling vacant positions, we endeavour to promote them from within our organisation. Our managerial team follows set processes and procedures when exercising their right to change employment conditions, discipline staff, or terminate employment. When your employment should be adversely affected or terminated under circumstances that you consider unfair, you may request a review of the matter with our Director or exercise your rights which are summarised in our Complaints and Feedback Policy and Procedure. This handbook will answer most questions regarding your employment, but if you require further clarification on any point, please feel free to contact the Director to discuss.
Organisational Structure
The organisational structure of the business is designed to ensure effective leadership, compliance with NDIS Practice Standards, and clear communication pathways for staff, participants, and stakeholders.
Managing DirectorsThe business is overseen by the Managing Directors, who are responsible for the strategic direction, operational oversight, and overall management of the organisation.• Tammy Nicholas • Elizabeth Taylor Senior AdministrationThe Senior Administration role is responsible for day-to-day administrative operations, staff coordination, and supporting business functions.• Tammy Nicholas Compliance ManagerThe Compliance Manager oversees regulatory compliance, NDIS Practice Standards, policies and procedures, incident management systems, and continuous improvement processes.• Amy Nicholas Complaints Officer The Complaints Officer manages complaints, feedback, and resolution processes to ensure participants and stakeholders can raise concerns safely and confidently.• Amy Nicholas Finance OfficerThe Finance Officer is responsible for financial administration, invoicing, payroll support, budgeting, and financial record management.• Kirra Clark Human Resources ManagerThe Human Resources Manager oversees recruitment, onboarding, staff performance, workplace conduct, and employee relations.• Elizabeth Taylor Client ManagersClient Managers are responsible for participant intake, service coordination, care planning, and maintaining positive relationships with participants, families, and stakeholders.• Tammy Nicholas • Elizabeth Taylor Staff Reporting StructureSupport workers and contractors are expected to report to the appropriate manager depending on the nature of the matter, including operational support, compliance concerns, rostering, HR matters, or participant-related issues. Staff are encouraged to seek guidance from management whenever clarification or support is required.
Our Services
Current services categories
0104 - Assist Personal Activities High Intensity 0107 - Assist-Personal Activities0108 - Assist-Travel/Transport0115 - Daily Tasks/Shared Living0116 - Innov Community Participation0117 - Development-Life Skills0125 - Participate Community0136 - Group/Centre Activities

Should you have any questions or concerns about your employment with Tambo Vale, please contact us:0488012362info@tambovale.com.au
Service Quality
To deliver our services as a NDIS Registered Provider, Tambo Vale must comply with the NDIS Quality and Safeguards Framework. This means we must:• comply with the National Disability Insurance Scheme (NDIS) Act 2013 (Cth)• comply with the NDIS Code of Conduct and any Conditions of NDIS Registration and• obtain and maintain accreditation against the NDIS Practice Standards.
The NDIS Practice Standards are quality standards that govern how Registered NDIS providers must deliver services. The Standards that relate to Tambo Vale are:
Schedule 1 - Core Module1. Rights and Responsibilities (5 Outcomes)2. Provider Governance and Operational Management (9 Outcomes)3. Provision of Supports (5 Outcomes)4. Provision of Supports Environment (5 Outcomes)
Schedule 2 - Module 1 – High intensity daily personal activities1. Complex Bowel Care2. Enteral (Naso-Gastric Tube – Jejunum or Duodenum) Feeding and Management3. Severe Dysphagia Management4. Tracheostomy Management5. Urinary Catheter Management (In-dwelling Urinary Catheter, In-out Catheter, Suprapubic Catheter)6. Ventilator Management7. Subcutaneous Injections8. Complex Wound Management
Schedule 4 - Module 2A - Implementing Behaviour Support Plans1. Behaviour Support in the NDIS2. Regulated Restrictive Practices3. Supporting the Assessment and Development of Behaviour Support Plans4. Behaviour Support Plan Implementation5. Monitoring and Reporting the Use of Regulated Restrictive Practices6. Behaviour Support Plan Review7. Reportable Incidents Involving the Use of a Restrictive Practice8. Interim Behaviour Support Plans

Tambo Vale is committed to delivering services in compliance with these standards and in continuously improving its service delivery. We operate in accordance with comprehensive policies and procedures, which are reviewed regularly and incorporate participant, staff, and other stakeholder feedback.
We expect that our staff will comply with these standards at all times to enable the safe and efficient delivery of our services.
Staff Code of Conduct
Tambo Vale prides itself on the professionalism and the ability of its staff and organisation to meet participant and other stakeholder needs. The organisation strives to be a leading service provider and to provide a safe, healthy, and happy workplace.
This Code of Conduct is designed to ensure that all staff, participants and stakeholders are treated in a manner that reflects Tambo Vale’s Mission, culture and legal obligations.
Compliance
At all times, staff are expected to:• comply with the NDIS Code of Conduct• adhere to all Tambo Vale policies and procedures• comply with all applicable Federal, State, and local laws and regulations• comply with all reasonable, lawful instructions and decisions related to their work• maintain a high degree of ethics, integrity, honesty, and professionalism in dealing with participants, other staff, and stakeholders• maintain the confidentiality of the organisation’s operations in relation to service activities, confidential documentation, and work practices during and after their employment and• take reasonable steps to ensure their own health, safety, and welfare in the workplace, as well as that of other staff, participants, and stakeholders.
Staff Behaviour
Staff are expected to uphold Tambo Vale’s values and demonstrate appropriate behaviour when representing Tambo Vale. Staff must not:• discriminate against another staff member, participant, or stakeholder based on sex, age, race, religion, disability, pregnancy, marital status, or sexual preference• engage in fighting or disorderly conduct, or sexually harass other staff, participants, or stakeholders• steal, damage or destroy property belonging to the organisation, its staff, participants, or stakeholders• work intoxicated or under the influence of controlled or illegal substances• bring controlled or illegal substances to the workplace• smoke in the workplace or its motor vehicles or• accept gifts, benefits or commissions which give rise to a real or apparent conflict of interest.
If a staff member breaches any of the above expectations, disciplinary action may be taken. If the breach of conduct is of a legal nature, it will be addressed in accordance with relevant Federal, State, or local government laws.

Dress Code
Staff should dress in a way that meets the organisation’s requirements, and participants’ needs. Staff are expected to:• dress to comply with workplace health and safety regulations relevant to their work activities• dress suitably for their position, presenting a clean, neat and tidy appearance at all times• consult with the Managing Directors if unsure of the type of clothing appropriate to their position.
Unsuitable workwear includes: • clothing with logos, graphics or advertising that may be offensive• excessively loose clothes that risk being caught on equipment• clothing that is inappropriate for the role/may impede the ability to perform the job appropriately and safely (such as dresses, skirts, or short/no sleeved shirts)• thongs, high heels, and open shoes• clothing, jewellery, and accessories that have dangling attachments or loops that can be pulled or inadvertently scratch or injure participants and• clothing with glitter/sequins that can become a potential food contamination risk.
Where a participant has particular needs, staff workwear must accommodate these (i.e., where a participant is known to pull hair, hair should always be kept tied up and out of reach). Staff must only wear lanyards with a quick release function to prevent any choking risk.
Use of Alcohol, Cigarettes, and Illicit Drugs
All Tambo Vale staff are expected to conduct themselves in accordance with the provisions below, as well as all applicable laws related to drugs, cigarettes, and alcohol.
Staff must not:• attend work under the influence of alcohol or illicit drugs• consume alcohol or illicit drugs while at work or while undertaking duties on behalf of Tambo Vale• operate any vehicles or equipment owned by Tambo Vale, or in use while undertaking work on behalf of Tambo Vale, while under the influence of alcohol or illicit drugs• allow the use of alcohol or illicit drugs outside work hours to negatively impact their work duties or• allow the use of alcohol or illicit drugs outside work hours to negatively impact their conduct or how they represent Tambo Vale to participants, their support networks, and other stakeholders.
While not encouraged, smoking cigarettes (including vaping) is permitted during work hours, however, must be undertaken during designated work breaks, and at a safe distance from others and Tambo Vale’s service delivery locations (including participants’ homes).
Exceptions
The use of prescription medication in the workplace is appropriate where the use has been prescribed by the staff member’s treating GP or other health professional, and where the use is consistent with the prescription (i.e., taken strictly as directed). Staff who are required to take prescription medication should understand any possible side effects that may impact their ability to perform their duties and maintain a safe working environment.
Where prescription medication could impair someone’s ability to drive, operate machinery or equipment, or otherwise perform work safely, they must notify the Managing Director/s before commencing work under the influence of the medication.

Privacy and Confidentiality
Staff must comply with Tambo Vale’s Privacy and Confidentiality Policy and Procedure and privacy and confidentiality agreement (signed upon orientation) regarding the collection, storage, use, correction and disposal of personal and health information. This includes maintaining the privacy and confidentiality of participants, their supporters, other staff and Tambo Vale.
Dealing with Aggressive Behaviour
Staff are expected to provide a high standard of service provision. However, Tambo Vale does not accept any form of aggressive, threatening, or abusive behaviour towards its staff by other staff, participants, or stakeholders.
If you are unable to calm another person or believe a situation places you or other people in danger, notify the Managing Director/s immediately for support and guidance. In an emergency, call 000 immediately.
The use of social media during work hours is not permitted. Staff should also consider the nature of any posts in relation to Tambo Vale’s participants, other staff or other persons connected with Tambo Vale to ensure that privacy is not breached, and that Tambo Vale’s Staff Code of Conduct is upheld.
While the privacy of all staff is respected, emails and social media posts may be used as evidence if legal action is taken against a staff member. This information may also be used as evidence of a breach of the Code of Conduct or Tambo Vale’s Workplace Bullying, Discrimination and Sexual Harassment Policy and Procedure.
NDIS Code of Conduct
Tambo Vale expects its staff will comply with the NDIS Code of Conduct as set out below and as it is amended.
In providing supports or services to people with disability, Tambo Vale and its staff will:• act with respect for individual rights to freedom of expression, self-determination, and decision-making, in accordance with applicable 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 may impact the quality and safety of supports and services provided to people with disability• take all reasonable steps to prevent and respond to all forms of violence against, and exploitation, neglect, and abuse of, people with disability and• take all reasonable steps to prevent and respond to sexual misconduct.
Anyone can raise a complaint about potential breaches of the NDIS Code of Conduct. Should a participant or other stakeholder wish to make a complaint about Tambo Vale or a staff member with respect to the NDIS Code of Conduct, they will be directed to Tambo Vale’s Feedback and Complaints Policy and Procedure.
Should Tambo Vale, or people employed or engaged by Tambo Vale, be found to have breached the NDIS Code of Conduct, Tambo Vale will comply with any education, compliance or enforcement action stipulated by the NDIS Commissioner.

Conflicts of Interest / Gifts and Benefits
Tambo Vale and its staff have a duty to act in the best interest of the business. At times, personal interests (such as investment interests) or other duties (such as to another organisation someone is employed by) may conflict with this duty. This is called a conflict of interest. Personal interests can relate directly to a person but may also arise from the interests of a person’s family, friends, associates, or other organisations they are involved with.
Conflicts of Interest in NDIS service delivery commonly occur where a NDIS Provider or its staff does not act in the best interests of NDIS participants when marketing, recommending, or delivering services.
There are three types of Conflict of Interest:• actual – a direct conflict of interest• perceived – there may appear to be a conflict of interest or • potential – there could be a conflict of interest.
Conflicts of interest can’t always be avoided and do not necessarily represent a problem. However, it is important that they are managed properly so that staff are acting in the best interest of Tambo Vale and its participants.
If you believe that you have an actual, perceived, or potential conflict of interest, this must be reported to the Managing Director/s. Once a conflict of interest has been declared, the Compliance Manager must decide what action to take to manage it.
If you are uncertain about whether a conflict of interest exists, you should seek advice from the Managing Director/s or Compliance Manager before proceeding.
You must not offer, provide, or receive any gift, benefits or commissions that may be perceived to improperly influence a relationship or decision affecting Tambo Vale. Gifts must never consist of cash or cash equivalents (such as gift certificates or loans) or be refundable for cash or cash equivalents by the recipient.
Regardless of value, all gifts, benefits, or commissions, whether provided by staff or received by staff, must be recorded in Tambo Vale’s Gifts, Benefits and Commissions Register. All items recorded in the Register must be counter-signed by the staff member’s manager.
Equal Employment Opportunity
Tambo Vale strives to provide a positive working environment in which all staff are valued and encouraged to contribute. As an equal opportunity employer, Tambo Vale is bound by all relevant State and Federal legislation in relation to equal employment opportunity (EEO). Tambo Vale recruits staff based on merit (experience, qualifications, skills, knowledge), regardless of gender, race, or other attributes.
Payroll and Rostering
As an independent contractor engaged by Tambo Vale, you are responsible for managing your own taxation, superannuation, insurance, and other statutory obligations associated with operating as a subcontractor. Contractors are not employees of Tambo Vale and are not entitled to employee benefits such as paid leave, overtime, or other entitlements under the National Employment Standards (NES), unless otherwise specified within an individual service agreement.The Managing Directors are responsible for coordinating participant supports and allocating shifts to subcontractors based on participant needs, availability, qualifications, and operational requirements. Rosters will generally be provided on a weekly, fortnightly, or ongoing basis depending on service requirements.Due to the changing needs of participants and the disability support environment, rosters and allocated shifts may change at short notice. Tambo Vale cannot guarantee ongoing or consistent hours of work, minimum earnings, or permanent roster arrangements. Acceptance of temporary or additional shifts does not indicate any ongoing entitlement to those hours.Where practical, Tambo Vale will provide reasonable notice of roster changes. Contractors are expected to communicate their availability accurately and advise management promptly if they are unable to attend an allocated shift.Contractors are responsible for submitting invoices in accordance with Tambo Vale’s invoicing and payment requirements. Payments will be processed to the contractor’s nominated bank account within the agreed payment terms following receipt of a valid invoice and completed documentation, including shift notes where applicable.If you have any questions regarding invoicing, payment processing, or rostering arrangements, please contact the Managing Directors directly.
Additional Hours and Emergency Shift Coverage
From time to time, contractors may be offered additional hours or emergency shift coverage due to participant needs, staff shortages, or unforeseen circumstances. Acceptance of additional shifts is voluntary unless otherwise agreed.When offering additional hours, Tambo Vale will consider:• participant care requirements and continuity of supports • contractor availability and suitability • fatigue management and workplace health and safety considerations • qualifications and competencies required for the support • operational requirements of the business. The Managing Directors are responsible for approving additional or emergency shifts, including after-hours or weekend coverage where required.
Taking Leave
As an independent contractor, you are responsible for managing your own leave arrangements and are not entitled to paid annual leave, personal leave, compassionate leave, or other leave entitlements applicable to employees under the Fair Work Act 2009.Contractors are expected to notify the Managing Directors as soon as possible if they are unavailable to attend a scheduled support shift. Wherever possible, notice should be provided no less than four hours prior to the commencement of the shift to allow alternate arrangements to be made for participants.If you are running late to a scheduled shift, you must notify the Managing Directors immediately so that the participant can be informed and appropriate arrangements can be made where necessary.Contractors are expected to ensure that any periods of unavailability, planned leave, or extended absences are communicated in advance to assist with service continuity and participant support planning.For incidents, injuries, or workplace health and safety matters occurring during service delivery, contractors must comply with Tambo Vale’s Workplace Incident Management Policy and Procedure and immediately notify management of any concerns or incidents.
If you are sick and unable to attend your scheduled shift, please let the Managing Director/s know as soon as possible, and preferably no later than 4 hours before your shift starts. This is important so that our participants do not go without the services they need, and an alternate staff member can be arranged where possible. Similarly, if you are running late for your shift, please inform the Managing Director/s as soon as possible so the participant can also be informed, or alternate arrangements can be made, depending on the participant’s needs.
For absences due to a work-related injury or illness and Worker’s Compensation, refer to Tambo Vale’s Workplace Incident Management Policy and Procedure.
Worker Screening
To ensure the safety of our participants and the integrity of our service, Tambo Vale screens staff, volunteers and other people conducting work on behalf of the business.
NDIS Worker Screening Checks
The NDIS Worker Screening Check is comprised of a national criminal history check as well as assessment of workplace misconduct information from the NDIS Quality and Safeguards Commission (identified through complaints and serious incident reporting). The NDIS quality and Safeguards Commission maintains a National Clearance Database that is continuously monitored to ensure workers who pose a risk to people with disability are identified.
If you work in a NDIS Risk Assessed Role, or if Tambo Vale otherwise nominates your role as one that requires a check, you will be required to hold a current NDIS Screening Check before interacting with our participants.
Working with Children Checks
Staff who interact with children with disability must also hold a Working with Children Check.
Working with Children Checks assess the level of risk an individual poses to children's safety. They are more extensive and targeted than National Police Checks and consist of a national criminal history check and a review of findings of workplace misconduct.
All Tambo Vale staff, contractors, or volunteers (including students) who have any contact with children in the course of their duties must have and maintain a clear Working with Children Check.
Other Checks
Other checks may be undertaken depending on your role and its requirements.
For further information about the Worker Screening process and specific screening requirements, refer to Tambo Vale’s Human Resources Policy and Procedure.
During your employment, you must immediately disclose any change in your criminal history status. This includes:• advising the Managing Director/s if you are charged with a criminal offence which is punishable by imprisonment or, if found guilty, could reasonably affect your ability to meet the requirements of your job and • disclosing formal disciplinary action taken against you by any current or former employer, including findings of improper or unprofessional conduct by a Court or Tribunal and investigations you have been the subject of.
Training and Development
Tambo Vale is committed to ensuring all staff have the necessary skills and knowledge to competently undertake their duties. Tambo Vale will identify, plan, facilitate, record, and evaluate the effectiveness of training and development for staff to ensure they can meet the needs of each participant.
Induction
Prior to engaging with participants, all staff must undergo a comprehensive Induction. This will include (but is not limited to) the provision of information and training in:• the NDIS Commission’s worker training module and resources, including:o the mandatory NDIS Worker Orientation Module covering human rights, respect, risk, and the roles and responsibilities of NDIS workerso where relevant, the New Worker – NDIS Induction Moduleo other eLearning modules such as Supporting Effective Communication and Supporting Safe and Enjoyable Mealso the NDIS Code of Conducto relevant Practice Alerts ando complaints and incident management resources• obligations under the NDIS Act 2013 (Cth) and other applicable State and Federal legislation and Rules, and the NDIS Practice Standards• infection prevention and control standard precautions, including hand hygiene practices, respiratory hygiene, cough etiquette, and the use of PPE• conflict of interest• risk management• work health and safety • Tambo Vale’s Emergency and Disaster Management Plan [or equivalent]• Tambo Vale’s Waste Management Plan [or equivalent] • participant-specific documentation including Service Agreements [or equivalent], Support Plans, Mealtime Management Plans etc.• all relevant areas listed in Tambo Vale’s Staff Orientation Checklist not already covered above, and• all relevant policies and procedures.
Where possible, cultural awareness training will be delivered by local Aboriginal and Torres Strait Islander and culturally and linguistically diverse organisations to ensure it is tailored to Tambo Vale's needs. All staff will be asked to provide feedback on the Induction process to contribute to Tambo Vale’s continuous improvement.
Ongoing Training
The following mandatory training and refresher training will be provided to all relevant staff each year:• staff obligations under the NDIS Act 2013 (Cth) and other applicable State and Federal legislation and Rules, and the NDIS Practice Standards• infection prevention and control standard precautions, including hand hygiene practices, respiratory hygiene, cough etiquette, and the use of PPE• risk management• work health and safety • Tambo Vale’s Emergency and Disaster Management Plan [or equivalent]• Tambo Vale’s Waste Management Plan • role-specific training, such as first aid, CPR, manual handling, medication management, food handling and preparation, etc. • any other relevant training requiring update in Tambo Vale’s Staff Orientation Checklist
In addition to mandatory training, all staff will have the opportunity to participate in training and development activities each year.

Record Keeping and Information Management
All information, in paper copy, electronic or any other format, created by Tambo Vale staff in the course of their employment, or that is accessed by staff on Tambo Vale’s equipment, is the property of Tambo Vale.
Work-related information or storage devices (such as USB drives) must not be taken from Tambo Vale without permission from the Managing Director/s.
You must only access records that are necessary for you to fulfil your duties. Any staff access requests to information management systems must be approved by the Managing Director/s. More detail on access to and disclosure of records is provided in Tambo Vale’s Privacy and Confidentiality Policy and Procedure.
To protect records when they are being used, you must lock unattended computers and maintain a 'clean desk' policy.
Case Notes
You should be aware that participant files can be subpoenaed at any time and staff can be subject to cross examination in court in relation to the content of their case notes. Please also be mindful that participants and their representatives have the right to request to read their own file notes at any time.
All personal information relating to participants must be maintained within the participant’s file and subject to the security, confidentiality, access and storage requirements detailed in Tambo Vale’s Records and Information Management Policy and Procedure. It is required that you act in accordance with Tambo Vale’s Privacy and Confidentiality Policy and Procedure [or equivalent] when managing and recording personal and sensitive participant information.
You must make notes as soon as possible after a support session, interaction, meeting, or event and must reflect the participant’s communication and behaviour accurately and fairly.
If you find it difficult to complete case notes (due to timing restrictions, access to files, etc.), you should discuss this with the Managing Director/s.
For further information about record keeping requirements, refer to Tambo Vale’s Records and Information Management Policy and Procedure [or equivalent] and Privacy and Confidentiality Policy and Procedure.
If you are unsure about information that should be recorded against a participant’s file (e.g., case notes), please contact the Managing Director/s or refer to the Participant Case Notes Policy and Procedure.
Media Enquiries
The nominated Media Spokesperson for Tambo Vale is the Managing Director/s.
If you are contacted by a media representative regarding Tambo Vale, a participant, other staff member or any matter related to Tambo Vale, please refer the caller to the Managing Director/s. Do not provide any comments or opinions. It is appropriate to say something like, “I am not the best person to talk to, please contact our Managing Director/s”.
Workplace Bullying, Discrimination and Sexual Harassment
Tambo Vale strives to provide a positive working environment in which all staff are valued and encouraged to contribute. As an equal opportunity employer, Tambo Vale is bound by all relevant State and Federal legislation in relation to equal employment opportunity (EEO). This legislation ensures that no staff member will be discriminated against unfairly or unlawfully.
Bullying
Bullying happens at work when:• a person or group of people repeatedly behave unreasonably towards another worker or group of workers and• the behaviour creates a risk to health and safety.
Examples of bullying include:• behaving aggressively towards others• teasing or playing practical jokes• pressuring someone to behave inappropriately• excluding someone from work-related events and• unreasonable work demands.
Note that reasonable management action that’s carried out in a reasonable way is not bullying. Tambo Vale’s Compliance Manager and Managing Director/s can:• make decisions about poor performance• take disciplinary action and• direct and control the way work is carried out.
Discrimination
Tambo Vale staff must neither be discriminated against, nor discriminate or treat unfairly or unlawfully another staff member, participant, or community member based on their protected attributes. Protected Attributes are personal characteristics protected by law. Under the Fair Work Act 2009 (Cth), protected attributes are:• race• colour• sex• sexual orientation• breastfeeding• gender identity• intersex status• age• physical or mental disability• marital status• family or carer responsibilities• subjection to family and domestic violence• pregnancy• religion• political opinion• national extraction and• social origin.
Sexual Harassment
Sexual Harassment is an unwelcome sexual advance, request for sexual favours or conduct of a sexual nature that in reasonable circumstances would be offensive, humiliating or intimidating to a person. Circumstances include, but are not limited to:• the sex, age, sexual orientation, gender identity, intersex status, marital or relationship status, religious belief, race, colour, or national or ethnic origin, of the person harassed• the relationship between the person harassed and the person who made the advance or request or who engaged in the conduct• any disability of the person harassed and• any other relevant circumstance.
Sexual harassment at work happens when a worker or group of workers:• makes an unwelcome sexual advance• makes an unwelcome request for sexual favours or• engages in other unwelcome conduct of a sexual nature in relation to another worker.
Tambo Vale is legally obligated to proactively prevent sex discrimination, harassment, and victimisation in its workplace. The organisation has zero tolerance towards bullying, discrimination, and harassment of any kind, including sexual harassment.
All staff are expected to comply with all relevant legislation, Tambo Vale’s Staff Code of Conduct and this policy and procedure. All breaches will be taken seriously.
Staff who feel they are or have been the subject of bullying, discrimination (including with respect to a protected attribute) or sexual harassment should:• approach their immediate supervisor, a health and safety representative or the Managing Director/s to discuss appropriate actions or options or• lodge a formal complaint or grievance, which will be dealt with by the Managing Director/s in accordance with Tambo Vale’s Disputes and Grievances Policy and Procedure.
Complaints will be dealt with promptly and in accordance with relevant State and Federal legislation and Tambo Vale’s Workplace Incident Management Policy and Procedure. Disciplinary action may be taken against those responsible in accordance with the Human Resources Policy and Procedure.
Investigation of potential breaches of the Workplace Bullying, Discrimination and Sexual Harassment Policy and Procedure [or equivalent] will be undertaken discreetly, and all complaints will remain confidential.
External Support
Fair Work Commission
Detailed information about bullying, discrimination, and sexual harassment, and how to get support, is provided on the Fair Work Commission’s website at www.fairwork.gov.au. The Fair Work Commission can also be contacted by:• phone on 13 13 94, between 8:00am and 5.30pm Monday to Friday (except public holidays) or• online enquiry.
The Australian Human Rights Commission
The Australian Human Rights Commission accepts complaints of workplace bullying, harassment or discrimination based on a person’s race, sex, age, sexual orientation, religion, or disability under federal laws. The Commission uses conciliation between parties to reach a resolution. The Commission can be contacted by:• phone on 1300 369 711 between 9:00am and 5:00pm AEST • email at infoservice@humanrights.gov.au or • online form at www.humanrights.gov.au.
Disputes and Grievances
Tambo Vale is committed to maintaining positive working relationships between its staff and management. Disputes and grievances should be addressed within the organisation in a timely and confidential manner. When a dispute or grievance is raised, the process requires respectful and honest discussion between both parties to reach a fair and reasonable outcome.
Sometimes situations can arise where a worker honestly believes that a decision made by Tambo Vale is unfair or unreasonable, or negatively affects them. Where the staff member, on reasonable grounds, feels that a decision is unjust, they can raise a grievance in accordance with Tambo Vale’s Disputes and Grievances Policy and Procedure.
Occupational Health and Safety
Tambo Vale is committed to delivering services that do not cause harm, injury, or illness to anyone at any time. We take all reasonable steps to ensure the health, safety, and wellbeing of our staff, participants, participants’ families and carers, the community, and any other stakeholders. We also endeavour to provide a safe and healthy work and service delivery environment, in compliance with our legal and moral obligations.
Tambo Vale staff are not expected to carry out work that is unsafe. Participants and others are not expected to tolerate unsafe work practices or environments.
Communication and consultation with staff, participants, and any other stakeholders is important in identifying, understanding, and resolving any potential hazards.
All Tambo Vale staff, participants, families, and carers play an important role in keeping the services and work environments of Tambo Vale safe.
Tambo Vale’s Compliance Manager is responsible for:• implementing an effective [OHS] program for Tambo Vale, considering the size and nature of the services it provides• showing leadership and commitment to having a positive safety culture • providing enough resources to enable health and safety to be effectively managed• consulting and involving staff and other stakeholders about health, safety and well-being matters that may affect them• developing and documenting [OHS] policies and procedures, including Safe Work Procedures and Emergency Procedures• providing health and safety training and information for all staff to safely perform their role• reporting and investigating accidents and incidents• managing risks by eliminating or reducing them as far as is reasonably practicable • providing appropriate safety equipment and personal protective equipment (PPE) and• regularly monitoring and reviewing Tambo Vale’s health and safety performance to identify improvements.
Tambo Vale staff are responsible for:• taking responsibility for their own health and safety, and not compromising the safety of others• following all reasonable instructions, safe work procedures and rules• reporting any health and safety hazards or concerns• reporting all injuries, incidents or near misses as soon as possible • participating in health and safety training as required by Tambo Vale and • promoting a positive health and safety culture to help continuously improve.
If a staff member does experience an injury or illness, Tambo Vale is committed to the safe and durable return of the injured worker and will:• participate in the development of a return to work/suitable duties plan and ensure that injury management commences as soon as possible after the staff member is injured• support the injured staff member and ensure that early return to work is a normal expectation• provide meaningful suitable duties that are based on medical advice as soon as possible• ensure that injured staff (and anyone representing them) are aware of their rights and responsibilities – including the right to choose their own doctor, and the responsibility to provide accurate information about the injury and its cause• consult with staff to ensure that the return-to-work program operates as smoothly as possible and• maintain the confidentiality of injured staff members and their records.
Tambo Vale’s participants, their families, and carers (with the support of staff where needed), are responsible for ensuring that their actions, or failure to act, does not intentionally put themselves, staff, or others at risk (without compromising participants’ rights).
Where a participant experiences an injury or illness in connection with the supports provided by Tambo Vale, Tambo Vale has a Participant Incident Management Policy and Procedure [or equivalent] and will protect and uphold participant rights in accordance with this.
Tambo Vale has a goal to provide a safe and healthy work environment that is free from workplace injury and illness. This can only be achieved through the honest participation, cooperation, and commitment of everyone working together. This includes working collaboratively with other service providers who also support Tambo Vale’s participants, to identify and manage risks through all participant-related interactions.
Preventing Psychosocial Hazards
Tambo Vale acknowledges that psychosocial hazards may exist in the workplace and actively manages these risks as part of its risk management processes. Psychosocial hazards are important to be aware of and manage because they can cause stress. Stress is the body’s reaction when a worker perceives the demands of their work exceed their ability or resources to cope. When stress becomes frequent, prolonged, or severe it can cause psychological and physical harm.
Psychosocial hazards may include:

It is also important to consider that some hazards cause stress when a worker is exposed to the risk of that hazard occurring as well as when they are directly exposed to the hazard itself. For example, workers exposed to workplace violence are likely to experience stress if they perceive that the risk has not been controlled, even if the violence does not occur again. In this situation, despite the hazard rarely occurring, the stress itself may be prolonged.
Tambo Vale encourages staff to take a proactive role in identifying and reporting situations that can cause stress, as per the Risk Management Policy and Procedure and Workplace Incident Management Policy and Procedure .
Managing Risks and Risk Assessments
Tambo Vale takes its responsibility to identify and manage all types of organisational risks very seriously. Tambo Vale’s approach to risk management is based on Australian and International Standard AS ISO 31000:2018 (Risk Management Guidelines) and deals with how an organisation approaches, identifies, treats, and manages organisational risks.
All staff must support Tambo Vale in risk management, and are expected to help identify, analyse, treat, monitor, and report risks in their areas of responsibility.
Tambo Vale will conduct risk assessments in consultation with staff, participants, contractors, and other relevant stakeholders.
If you identify if a hazard and are unable to fix it, please report this to the Managing Director/s and complete an Incident Report, so that appropriate action can be taken to correct the issue.
Participant Risk Assessments
A Participant Risk Assessment must be undertaken for all participants at their initial assessment and reviewed during formal Support Plan reviews. Participant Risk Assessments must also be reviewed between quarterly and annually depending on the risk rating, or more frequently depending on the complexity of participants’ needs. Earlier reviews may be needed if there are changes to the person’s environment or existing risks, or if new risks emerge.
Where supports are to be provided in a participant’s home, the Participant Risk Assessment must include a Home Risk Assessment . The purpose of a Home Risk Assessment is to identify potential hazards in the participant’s home and put appropriate controls in place to reduce the risk of injury or illness for staff, the participant, and others.
All Participant Risk Assessments must consider:• the degree to which participants rely on Tambo Vale’s services to meet their daily living needs and• the extent to which the health and safety of participants would be affected if those services were disrupted.
For more information on managing risk and conducting risk assessments, see Tambo Vale’s Risk Management Policy and Procedure .
Manual Handling
Manual Handling is related to the physical aspects of work, and injuries can occur from:• using repetitive or ongoing force• using or having sudden force• repetitive movements• prolonged holding in one position, or awkward postures and/or• exposure to vibration.
Manual Handling injuries can also be a result of moving objects or handling people, either over an extended period (gradual wear and tear), or due to a sudden incident. Tambo Vale will identify potential manual handling risks in consultation with staff and participants and implement management plans to reduce the risk of injuries.
At all times, it is important that you use good lifting techniques, such as:• keeping the load close to the body and lifting with the thigh muscles• never attempting to lift or carry loads if you think they are too heavy• pushing a load (using your body weight to assist) rather than pulling a load• using mechanical aids or getting help to lift or carry a heavy load whenever possible and• organising the work area to reduce the amount of bending, twisting and stretching required.
Fatigue Management
Fatigue is a state of mental and/or physical exhaustion that reduces someone’s ability to work safely and effectively. Fatigue impacts alertness, which may lead to mistakes and an increase in incidents and injuries, particularly when:• operating equipment• completing critical tasks that require a lot of concentration and• doing night or shift work when a person would be normally sleeping.
Fatigue can be work related, non-work related or a combination of both. As such, both Tambo Vale and staff are responsible for identifying and managing fatigue in the workplace.
The Compliance Manager works to prevent and manage fatigue-related risks in the workplace by:• consulting with staff to identify and manage fatigue-related risks• providing staff with fatigue-related information and training and• monitoring, reviewing and, where applicable, modifying rostering processes and working arrangements.
All staff should:• understand their sleep, rest and recovery needs and get adequate rest and sleep away from work• seek medical advice and help if they have or are concerned about a health condition that affects their sleep or causes fatigue• assess their own fitness for work before starting• monitor their level of alertness and concentration while at work and• monitor for signs of fatigue in the people they work with.
Working in Participant’s Homes
Please be mindful that working in a participant’s home means that it becomes your workplace. A participant’s home can change between visits. Changes may include:• positioning of furniture• inoperable electrical equipment• people or animals are now present• altered storage patterns• spills or leaks• new equipment or furniture and• obstructed access.
Before starting your duties, you must conduct a visual scan of the home for any changes or possible issues. Also check any equipment is in good working order before using it.
If you identify any serious hazards that require fixing, please inform the Managing Director/s immediately so that it can be rectified before starting. Where possible and it is safe to do so, isolate the area/equipment so that the participant is not at risk of injury.
Working in a Shared Living Environment
All staff working in Supported Independent Living environments will receive training (at induction and then annually) in how to manage the risks associated with delivering services in a shared living environment.
The Compliance Manager will conduct risk assessments and develop management plans for Supported Independent Living services and amend policies and procedures where required.
Remote or Isolated Work
Remote or isolated work is when a staff member may be isolated from help from other people because of where or when they are working, or the nature of the work they are doing. For example, they may be working in locations or at times where it would be difficult for them to be rescued, get medical assistance, or be reached by emergency services.
Staff also face additional risks if nobody else is around to help with difficult tasks, alert them to hazards, give a second opinion about how to safely do a task, or notice if they are fatigued.
Further, staff may be isolated even if other people are close by, for example, a community nurse carrying out clinical visits at night.
Tambo Vale is committed to ensuring the safety and wellbeing of all staff, particularly those undertaking remote, community-based, or isolated work environments. Effective communication systems are maintained to support staff while on duty and to always ensure participant and worker safety.To support staff working remotely or alone, Tambo Vale implements the following measures:• staff are required to maintain a working mobile phone while on shift and remain contactable during working hours • staff are required to check in and out of shifts through the organisation’s rostering and documentation systems • management maintains regular communication with staff throughout shifts where required • staff are provided with emergency contact details for management and relevant emergency services • incident reporting processes are in place to ensure hazards, safety concerns, or emergencies are escalated promptly • participants and staff risk assessments are conducted to identify and manage risks associated with community access, home environments, behavioural concerns, or isolated work settings • where appropriate, GPS-enabled rostering or electronic scheduling systems may be utilised to monitor staff attendance and location for safety purposes • staff are encouraged to immediately report any safety concerns, threats, aggression, environmental hazards, or incidents encountered while working alone • management may conduct welfare checks where concerns arise regarding staff safety or missed communication during shifts. All staff and contractors are expected to follow safe work practices, comply with organisational policies and procedures, and participate in risk management processes to support a safe working environment.

Working in the Community
Staff who are providing support to participants while in the community must consider the safety of participants, themselves, and members of the public.
Because the environment can change rapidly depending on the location, it is important that you regularly scan for any potential health and safety risks, such as trip hazards, spills, weather conditions or crowded places that may overwhelm or trigger concerns for the participant you are supporting. Where possible, you should navigate away from potential dangers to avoid injury or incidents.
In the event an incident occurs while in the community, please report the incident as soon as practicable as per Tambo Vale’s Workplace Incident Management Policy and Procedure and/or Participant Incident Management Policy and Procedure , depending on the nature of the incident.
Safe Work Procedures
Tambo Vale will develop Safe Work Procedures (SWPs) in consultation with workers and based on risk assessment. SWPs will be reviewed regularly to ensure the documented processes are current, accurate and meet legislative requirements. Staff will be provided training in Tambo Vale’s SWPs at induction and when they are changed/updated.
Personal Protective Equipment
Personal Protective Equipment (PPE) provides protection to staff from possible harm or illness hazards they may be in contact with. The use of PPE does not change the nature of the risk and is considered a ‘last line of defence’.
Tambo Vale will provide the necessary PPE required for staff to safely perform their job tasks, as well as for all participants who require it, based on risk assessment and in consultation with staff and participants.
Staff will be trained in the proper selection, fitting, storage, and maintenance of PPE. Training will be provided by Tambo Vale at induction, and refresher training will be provided at least annually.
Workplace Violence
Tambo Vale proactively works to prevent and reduce violence in the workplace, including when working in a participant’s home or in the community.
Where a participant has been identified as having challenging behaviour, specific strategies and mitigations to reduce the risk of violence will be clearly outlined in their Support Plan .
If you are unsure of the appropriate de-escalation and avoidance strategies that can be used, please check with the Managing Director/s. All injuries or incidents relating to violence – including abuse and threats – must be reported in accordance with Tambo Vale’s Workplace Incident Management Policy and Procedure .
Workplace Stress
Work related stress can be commonly experienced when working with vulnerable people or people with high or complex needs. Work related stress refers to the physical, mental, and emotional reactions of workers when they perceive that their work demands are greater than their abilities and/or their resources (such as time / help / support). Stress responses can occur when someone perceives they are not coping in situations where it is important to them that they do.
If at any time you feel that you require support or assistance with feelings of stress, please contact the Managing Director/s.
Tambo Vale can recommend confidential counselling services to assist you.
Electrical Safety
The inspection, testing and tagging of electrical equipment used at Tambo Vale must be conducted for all equipment that is in use. Equipment not in use and/or beyond its testing date should be removed from service, and an isolation tag applied noting that tagging is required and must be completed prior to use.
Electrical Equipment and Appliances in Participant’s Homes
While electrical equipment in a private residence does not have to be tested and tagged, Tambo Vale staff must still visually inspect any electrical equipment or appliance prior to use to ensure that it is not damaged, cords are not frayed, and the item is in good working order.
Any electrical item that is broken or damaged must not be used, and the participant or their supporters/family informed so it can be repaired or replaced. If appropriate, it is recommended that the item is removed from use.
Appliances Brought in from Home
Electrical appliances brought in from home by staff, or by contractors, participants, or volunteers, for use on Tambo Vale premises are subject to the same testing and tagging procedures as for appliances owned or leased by Tambo Vale. Appliances should be tested and tagged prior to their use on Tambo Vale property. While there is no requirement to test and tag personal computers or laptops, staff, participants, and volunteers are encouraged to have their laptops tested and tagged using an approved person or company. In both situations above testing and tagging is the responsibility and at the expense of the owner.
All hazards and injuries relating to electrical safety must be reported immediately to the Managing Director/s in accordance with Tambo Vale’s Incident Management policies and procedures. For further information about Tambo Vale’s Occupational Health and Safety] procedures, refer to the Occupational Health and Safety Policy and Procedure .
Issue Resolution
Tambo Vale will take all reasonable steps to consult and collaborate with workers to resolve potential or reported health and safety risks that may affect them. Tambo Vale also acknowledges that sometimes health and safety matters that are raised cannot be immediately resolved or actions agreed to mitigate the risk.
Where a health and safety matter has been reported to Tambo Vale and it remains unresolved, the following Issue Resolution process can be followed.
Waste Disposal
Clinical Waste
Clinical waste is generally categorised as an Infectious Substance, and staff should minimise the handling of waste bags and avoid decanting waste from one bin to another. When clinical waste bags must be handled, they should be held away from the body by the closed top of the bag and placed directly into a bin appropriate to the waste. Gloves, apron, and protective eyewear must be worn. If a participant has symptoms of a communicable disease (e.g., gastroenteritis), face masks must also be worn.
Waste bags must not be filled to more than two-thirds of their capacity and contents are to be secured within the bag when closing. Before closing the bag, excess air should be excluded without compacting the waste in the bag. Waste bags should be taken out to the Council bin as soon as possible, or at the end of the shift.
PPE and Waste Disposal
Single-use PPE worn during regular daily activities, in settings that do not have a suspected, or diagnosed, case of an infectious disease can be disposed of in general household waste bins.
PPE worn while looking after a person suspected of having, or diagnosed with, an infectious disease is considered clinical waste that must be disposed of in an appropriate clinical waste bin. Any items that have been soiled with blood or body fluids (including PPE) should also be treated as clinical waste.
Pharmaceutical Waste
Pharmaceutical waste must be disposed of safely and in a manner that is not harmful to the environment. Medication to be destroyed (i.e., out of date, no longer required or incorrectly dispensed) must be labelled and disposed of in an appropriate bag and returned to the local pharmacist for disposal under the Returned Unwanted Medicine program (see https://returnmed.com.au/).
Sharps Waste
Sharps injuries are a common cause of getting infected by a blood-borne virus. The following basic requirements should apply if sharps are used or found:• whoever uses the sharp, disposes of it• do not pass sharps by hand - use tongs• use disposable sharps• do not put a used needle back in its cover, put it in a sharps container• do not separate a needle from a syringe• do not break, burn, or manipulate a sharp• do not clean re-usable sharps by hand, use a long-handled brush and tongs• do not put hands or fingers into garbage bags, laundry bags, crevices etc. where you suspect there are sharps – use tongs• do not manually compress garbage bags – use the tie-straps to lift and carry the bag and• ensure that any containers are kept out of reach of children.
Sharps must be disposed of in an approved sharps disposable container (yellow with biohazard symbol). PPE must be worn when handling sharps, including gloves and safety glasses.
Tambo Vale prefers that participants who use sharps have an appropriate sharps disposable container in their residence to reduce the risk of staff handling sharps waste. However, where this is not practicable, staff will be provided with a disposable sharps container that can be used if they do need to handle and dispose of sharps waste. Full disposal containers are to be taken to local pharmacies in the service delivery area for appropriate disposal. If you have not been provided with a sharps container and you believe that you require one, please contact the Managing Director/s.
Staff MUST NOT use drinks cans, bottles, or cardboard boxes to dispose of sharps – they may find their way into domestic waste and present a hazard to council workers and the public.
Never try to retrieve anything from a sharps container, or press down on the contents to make more room. Containers must be labelled and regularly emptied.
Chemical Waste
When disposing of chemicals and containers that have contained hazardous chemicals:• check the label for advice on disposal of chemicals or containers• triple rinse empty containers to remove all traces of the chemical and• uncap, puncture and/or crush all rinsed containers.
Ensure that appropriate PPE (e.g., gloves and safety glasses) are worn before handling or rinsing the empty containers.

Emergency and Disaster Management
Tambo Vale plans for emergencies and disasters to protect the safety, health, and wellbeing of participants and staff before, during and after an emergency or disaster, and to ensure participants have access to supports without interruption.
Tambo Vale will work with staff and participants to ensure essential services are maintained as far as is practicable and that full services are recommenced as soon as possible after an emergency or disaster.
The Compliance Manager will prepare, test, and annually review an Emergency and Disaster Management Plan for Tambo Vale, in consultation with staff, participants and participants’ support networks.

Staff must:• ensure all participant information, including contact details for participant and their support networks, are up to date and easily accessible• consider participants’ needs in a range of possible emergency events• communicate Tambo Vale’s Emergency and Disaster Management Plan to relevant stakeholders, for example, participants, their support networks and related service providers• as part of support planning, ensure alternative plans for participants exist if service delivery is interrupted • support participants living independently to develop their own personal emergency plan and• notify participants and their support networks where relevant, of all relocations and service cessations or alterations related to emergencies and disasters.
For further information about your responsibilities during an emergency, see also Tambo Vale’s Emergency and Disaster Management Policy and Procedure .
Staff Incident Reporting
Tambo Vale is committed to providing a safe workplace for all staff, participants and other stakeholders and to establishing a formal process to report and investigate all workplace accidents, incidents and near miss occurrences. This includes identifying contributing factors and making the necessary recommendations to prevent a recurrence.
Tambo Vale will respond to any incident or injury immediately and will ensure the person is provided with access to the medical support they need.
Staff directly involved in an incident or near miss may be required to participate in an investigation. This is important in understanding what has happened, to try to prevent it happening again. An investigation it not about finding someone to blame. Staff are expected to provide honest and factual information during an investigation so that genuine learnings and improvements can be made.
Return to Work
There are many benefits for health and wellbeing when a staff member is supported by a return-to-work program. Tambo Vale will support staff to return to work in a safe and sustainable way.
Infection Control
Any staff member with any infectious disease, including the flu or COVID-19, must stay away from the workplace until they are well. Staff who have, or have potentially, contracted COVID-19 must receive a negative RAT or PCR test and fulfill any required quarantine requirements (in accordance with current guidelines from the Victorian Health Department) before returning to work.
Hand Hygiene
Tambo Vale staff must always maintain effective hand hygiene. All staff must consider the ‘5 moments’ of hand hygiene and perform it:• before touching a participant• before performing any procedure• after any exposure or risk of exposure to body fluid• after touching a participant and• after touching participants’ surroundings or equipment.

Staff will be educated on effective hand hygiene and assessed on their competency prior to providing personal or clinical care to participants. Tambo Vale’s Managing Director/s will identify the training needs of staff to determine how often training should be repeated to maintain their competency.
Standard Infection Control Precautions
A person-centred approach to providing support includes putting participants at the centre of infection prevention and control and enabling them to participate in their care process. It is important that infection is contained to prevent unnecessary spread of illness between staff, participants, and the broader community.
On a day-to-day basis, standard precautions must be implemented when cleaning surfaces and facilities. Please wear suitable gloves and other protective clothing appropriate for the task. Protective eyewear must be worn where splashing is likely to occur.
Surfaces should be cleaned on a regular basis using cleaning procedures that minimise dispersal of micro-organisms into the air.
Toilets, sinks, washbasins, baths, shower areas, and surrounding areas should be cleaned regularly or as required. Cleaning methods for these items should avoid generation of aerosols.
Floors should be cleaned daily or as necessary with a vacuum cleaner. Alternatively, damp dusting or cleaning with a dust-retaining mop is acceptable.
Routine surface cleaning should be undertaken as follows: • clean and dry work surfaces before and after usage or when visibly soiled • spills should be dealt with immediately • use detergent and warm water for routine cleaning • where surface disinfection is required, use in accordance with manufacturer's instructions • clean and dry surfaces before and after applying disinfectants• empty buckets after use, wash with detergent and warm water and store dry and • mops should be cleaned in detergent and warm water then stored dry.
Standard precautions to protect against infectious diseases include:• wash hands for 30 seconds before and after contact with participants, eating, using gloves and after using the toilet, contact with used equipment and contact with body substances or equipment, materials (including linen) or contaminated surfaces• wear disposable latex gloves when handling food or any item which may be contaminated by bodily fluids• cover cuts or scratches with waterproof, breathable dressing• wear PPE such as protective eyewear, an apron, enclosed footwear and/or a face mask if splashing or direct contact with body fluids is likely • use sharps containers at point of use. Do not re-sheath sharps and • clean up spills with water and bleach.
Anyone with signs and symptoms of a respiratory infection, regardless of the cause, should follow or be instructed to follow respiratory hygiene and cough etiquette as follows:• cover the nose/mouth with disposable single-use tissues when coughing, sneezing, wiping, and blowing noses• use tissues to contain respiratory secretions• dispose of tissues in the nearest waste receptacle or bin after use• if no tissues are available, cough or sneeze into the inner elbow rather than the hand• practice hand hygiene after contact with respiratory secretions and contaminated objects/materials and• keep contaminated hands away from the mucous membranes of the eyes and nose.
Tambo Vale will provide the necessary PPE required for staff to safely perform their job tasks, as well as for all participants who require it, based on a risk assessment and in consultation with staff and participants.
Staff will be trained in the proper selection, fitting, storage, and maintenance of PPE.
For detailed information regarding infection control see Tambo Vale’s Infection Control Policy and Procedure .
Medication Management
Tambo Vale acknowledges that medication management practices build on individual strengths and reflect individual needs, interests, goals, formal and information support networks.
All medication management practices for each participant are informed by individual Support Plans .
Tambo Vale will assist participants to manage their medication based on the following order of preference:1. the participant self-manages all aspects of their medication2. the participant is supported or assisted by their family or support network to manage all aspects of their medication 3. the participant manages their medications with Tambo Vale staff providing medication prompting 4. the participant manages their medications with Tambo Vale staff providing medication assistance or5. Tambo Vale staff managing and administering medication for the participant.
All staff supporting participants with medication management (prompt, assist and administer) must have already completed training and deemed competent by our Registered Nurse.
In addition, before providing medication management support to a participant, staff must also:  • be trained in Tambo Vale’s medication management policies and procedures• pass an online medication administration unit and • complete annual Medication Competency Assessment
If you are asked to provide any kind of support with medication that is not part of a participant’s Support Plan , or you are not sure what to do, please contact the Managing Director/s immediately. Do not under any circumstances provide medication prompting, assistance or administration if you are unsure – seek advice. If you are required to undertake more complex medication administration to support an individual’s complex health Support Plan , and you are not already competent to do so, additional training relating to more complex medication administration must be arranged, and a suitably trained staff member will assist the participant until such time this can occur.
For further information about Tambo Vale’s Medication Management requirements, please refer to the Medication Management Policy and Procedure .
Food Safety
High standards of hygiene must be maintained in relation to food handling throughout all services provided by Tambo Vale. Tambo Vale is committed to ensuring that all food preparation processes are followed and preventing the risk of contamination.
Staff are expected to report to work each day in clean clothing. Hair should be clean, tidy, and secured in place. Appropriate hair covering must be worn if hair is longer than shoulder length.
Clean gloves must be worn while preparing food and should be changed regularly.
Smoking, eating, and drinking is not allowed in areas where food is stored, prepared, or served.
Tongs or other appropriate utensils must be used in handling food where gloves are not appropriate.
Hands must be kept clean and must be washed regularly with soap and hot water, especially: • when entering a food handling area • before touching any cooked or prepared food and after handling raw food • after using the toilet• after having a cigarette • after handling garbage or cleaning equipment and chemicals• after using a handkerchief or tissue or stifling a sneeze or cough• after handling money • before resuming work after any break or change in work area or• after touching hair, face, or other parts of the body.
Staff involved in food preparation should immediately report the following to the Managing Director/s:• any skin irritations (eczema, dermatitis etc.) especially on the hands• any stomach complaints or bowel conditions• feeling generally unwell• any changes in health which may affect their ability to perform duties and • all cuts, scratches and wounds which may contaminate food.
Where food is not consumed immediately after preparation, it must be stored in way that keeps it safe and suitable to eat. Staff must:• keep storage areas clean, dry, and free of pests• use food-safe containers, covers and packaging to protect food• store potentially hazardous food at 5°C or colder – check it with a thermometer• store raw food like meat and seafood separately or below ready-to-eat foods to avoid contamination from meat juices• make sure frozen food stays frozen hard• check that food packaging is undamaged• not store food in warm or humid areas or in direct sunlight if this could spoil the food or make it unsafe• store food, containers, and packaging off the ground and away from chemicals like cleaners and insect sprays and
• follow the manufacturer’s storage instructions to be sure food stays safe and suitable for its expected shelf life. Generally, unpackaged, potentially hazardous, ready-to-eat food should not be stored for more than 5 days. Food containing raw or low-cooked eggs should generally not be kept longer than 24 hours .
Staff must ensure that the temperature of potentially hazardous food is either at 5°C or colder or at 60°C or hotter when it is received, served, transported, or stored.
All staff involved in food preparation and storage must familiarise themselves with Tambo Vale’s Food Storage and Preparation Policy and Procedure .
If you observe any practice by any other person that you believe conflicts with general hygiene standards, please report this to the Managing Director/s immediately.
Mealtime Management and Providing Meals
Dysphagia, or difficulty with swallowing, is a major risk for some people with disability and is a common cause of preventable death. Symptoms of dysphagia include: • difficulty biting or chewing on food• coughing or choking on food or fluid and • food or drink falling from a person’s mouth.
Dysphagia is associated with a wide range of disabilities and health conditions, and symptoms can worsen as people get older .
Texture-modified foods and fluids are often used to help people with dysphagia eat and drink safely. Texture-modified foods and fluids are meals or drinks that have been prepared in a way that creates a certain texture or consistency. They can make swallowing easier and potentially reduce the risk of choking or aspirating (inhaling food and water in the lungs).
Participants who require support with eating and drinking, including consuming texture-modified foods and fluids, should be supported in accordance with a Mealtime Management Plan that is based on a comprehensive nutrition and meal support assessment.
Each participant’s mealtime requirements must be summarised prominently at the top of the first page of their Support Plan , so they are clearly identifiable for staff who plan, prepare, and deliver the participant’s meals. The Managing Director/s will ensure alerts or changes to participants’ Mealtime Management Plans , particularly with respect to food and fluids, are updated in their Support Plan and communicated to relevant staff as soon as they occur.
Tambo Vale will ensure all staff involved in the delivery of meal services to participants are appropriately trained to provide these services.
If you are involved in meal preparation, delivery, or assistance, you must be aware of the risks involved for each participant, the strategies to prevent them and interventions to implement should they occur. This information will be detailed in participants’ Mealtime Management Plans and be based on assessments and advice from participants’ multidisciplinary teams.
Should you be unsure of how to deliver mealtime services in accordance with a participant’s Mealtime Management Plan, please seek support from the Managing Director/s immediately.
All participants must be monitored when eating to risks (such as choking or aspiration) can be responded to immediately.
Do not prepare or deliver meals for participants who do not have a documented Mealtime Management Plan , or who require modified meals or fluids and whose Mealtime Management Plan is not based on an assessment and advice from an appropriate health professional.
Where an existing or potential health need is identified that could impact a participant’s health or safety during mealtime, the participant must be supported to undergo an assessment by an appropriately qualified health practitioner. If you identify a participant who may require mealtime support, please contact the Managing Director/s immediately.
Any feedback relating to changes to a participant’s meal intake or condition/health must also be provided to the Managing Director/s for review and further action.
Participant Rights
It is important to understand that participants are the reason Tambo Vale exists, and that underpinning all NDIS concepts are participant rights.
Tambo Vale respects and fully commits to upholding the rights of all people, including those with disabilities. Tambo Vale is also committed to ensuring staff are aware of our participant’s rights and responsibilities and that they are supported to exercise them.
In supporting participants to exercise their rights, we must comply with the United Nations Universal Declaration of Human Rights, United Nations Convention on the Rights of Persons with Disabilities, National Disability Insurance Scheme Act 2013 and NDIS Practice Standards.
Please see Tambo Vale’s Participant Charter below.
Tambo Vale’s Participant Charter
You have the Right to access supports that: • promote, uphold, and respect your legal and human rights• respect your culture, diversity, values, and beliefs• respect and protect your dignity and right to privacy and• are free from violence, abuse, neglect, exploitation, or discrimination.
You also have the right to exercise informed choice and control regarding the supports we provide.
It is our responsibility to:• tell you about and uphold your rights• provide supports in a way that promotes, upholds, and respects your rights to freedom of expression, self-determination, and decision-making• support you to make informed choices, exercise control and maximise your independence in relation to the supports we provide• respect your autonomy, including your right to intimacy and sexual expression • provide you sufficient time to consider and review your support options and seek advice if required, at any stage of our service delivery• support you to access an advocate (including an independent advocate) of your choosing• support you to engage with your family, friends and chosen community in the ways you want to• treat you with fairly, with courtesy, dignity, and respect and without discrimination• give you information about our services and associated costs, as well as other support options, within and outside Tambo Vale• involve you in decisions about your supports, as well as our programs and policies• provide services that consider and respect your lifestyle, cultural, linguistic, and religious background, and preferences• protect your personal information and only use it for the right reasons• support you to provide us with feedback on our service, including complaints• promptly address enquiries and complaints about the supports you are receiving• support you to connect with other services, including advocates, interpreters and translators, if needed• support you to have a person to speak on your behalf for any purpose; and• provide safe and appropriate services that are culturally relevant and support your needs and goals.
As a participant we ask that you:• provide us with information that will help us to best support you• tell us if things change or you cannot keep an appointment or commitment• act respectfully and safely towards other people using the service, and towards our staff• provide us with feedback about our service and how we can improve• promptly pay the agreed fees associated with your services and• tell us as early as possible if our services are not required.
At all times we expect that our staff will genuinely abide by and promote participant’s rights, in accordance with this Charter. Any potential breach of the Participant Charter will be treated seriously and may result in disciplinary action.
If you have any questions or concerns about participants’ rights, please refer to Tambo Vale’s Participant Rights and Responsibilities Policy and Procedure or see the Managing Director/s.
Diversity and Participation
All aspects of Tambo Vale’s service delivery promote participants’ active participation and inclusion in the community. We support participants to develop and maintain their independence, problem solving, social and self-care skills, as appropriate to their age, developmental stage, cultural background, or other needs and goals.
Ways we do this include:• delivering services in a way that respects individuals’ personal, gender, sexual, cultural, religious, or spiritual identity• employing and developing a diverse and culturally competent workforce• working collaboratively with disability-specific, mainstream, Aboriginal and Torres Strait Islander (ATSI) and Culturally and Linguistically Diverse (CALD) services to support holistic service delivery and• using a strengths-based approach to identify individual participant needs and life goals, particularly in relation to recognising the importance of family, extended family, kinship, cultural, spiritual, language and community ties.
As a staff member and representative of Tambo Vale, we expect that you will uphold these values to support participants with diversity and participation.
See also Tambo Vale’s Service Delivery and Participation Policy and Procedure .
Communication
All staff must show integrity and professionalism in the workplace and when working with participants, other staff, or stakeholders. To ensure participants understand information given to them, you must provide information to them and their supporters in ways that suit their individual communication needs. Written information can be provided in different languages and Easy English or it can be explained verbally. You can also help participants access interpreters or advocates where required.
We ask all staff to be open, honest, and transparent in their working relationships. If you have any concerns, personally or with a participant or other colleague, please speak with the Managing Director/s.
Interpreting and Translation
The delivery of safe, high-quality services relies on effective communication. Where required, interpreters and translators will be made available at no cost to support a participant’s interactions with us.
If you believe that a participant requires or would benefit from the use of an interpreter or translation service, please inform the Managing Director/s.
See also Tambo Vale’s Service Delivery and Participation Policy and Procedure .
Advocacy
Tambo Vale fully supports participants’ right to have an advocate support them in their interactions with us. If a participant requests assistance to find an advocate, please seek support from the Managing Director/s.
An advocate is a person who assists a participant to express their needs, or who speaks on behalf of a participant. Advocates can be a family member, friend, or an Independent Advocate. They are not substitute decision makers but are there to ensure the participant’s needs and wants are listened to.
An independent advocate, in relation to a person with disability, means a person who:• is independent of the NDIA, the NDIS Commission and any NDIS providers providing supports or services to the person• provides independent advocacy to assist them to exercise choice and control and have their voice heard in matters that affect them• acts at the direction of the person with disability, reflecting their expressed wishes, will, preferences and rights and• is free of relevant conflicts of interest.
Organisations that can assist with advocacy can be sourced through the National Disability Advocacy Program (NDAP).
For more information see Tambo Vale’s Decision Making and Choice Policy and Procedure .
Privacy and Confidentiality
Tambo Vale values and respects the privacy, confidentiality and dignity of our participants and their families, as well as our staff. We collect, use, protect and release personal information in full compliance with all relevant State and Federal privacy legislation.
Tambo Vale will only collect information necessary for safe and effective service delivery. We will only use information for the purpose it was collected and secure it safely. If you are required to collect information from participants, it is important that you explain why we are collecting the information and how we plan to use it. We will only take photos or videos with the full and voluntary consent of a participant.
Prior to collecting personal information from participants or their representatives, staff must explain:• that Tambo Vale only collects personal information that is necessary for safe and effective service delivery • that personal information is only used for the purpose it is collected and is stored securely• what information is required • why the information is being collected and how it will be stored and used• the occasions when the information may need to be shared and who or where the information may be disclosed to• the participant’s right to decline providing information• the participant’s rights in terms of providing, accessing, updating, and using personal information, and giving and withdrawing their consent and• the consequences (if any) if all or part of the information required is not provided.
Information about our participants will only be released to other people or services with their informed consent, in an emergency, or where such disclosure is required or authorised by law.
You must keep personal information about participants, other staff, and other stakeholders confidential. If you are requested to disclose personal information and you are uncertain if it is appropriate to do so, do not provide the information. Contact the Managing Director/s on [contact number/email] and check if the information can be released.
For detailed guidance on privacy and confidentiality, see Tambo Vale’s Privacy and Confidentiality Policy and Procedure .
Feedback, Compliments and Complaints
Compliments, complaints, and other feedback provide us with valuable information about participants’ satisfaction with our services. Feedback is taken seriously by Tambo Vale and is seen as an opportunity for improvement.
We encourage feedback and comments on the services we provide, both positive and negative. Whether a compliment or complaint, a participant’s feedback will be treated with confidentiality and sensitivity.
Feedback, compliments, and complaints can be lodged:• directly with a staff member at any time, either verbally or by providing a completed Feedback and Complaints Form • by email to complaints@tambovale.com • by phone on 0488012362• in writing to Tambo Vale at 989 Princes Highway Nicholson Victoria 3882 • by completing Tambo Vale’s annual participation satisfaction survey.
If a participant would like to provide feedback about our services, you can encourage them to use the options listed above. Please offer the participant the necessary assistance to submit the feedback. This may include completing a Feedback and Complaints Form on behalf of the participant.
Tambo Vale does not expect staff to tolerate disrespectful or derogatory comments if a participant or their representative is unhappy. If you are approached by a person who is agitated and they are wanting to submit a complaint, please remain calm. You can let the person know what options they have available to make a complaint if they wish. If you are distressed or need support, please contact the Managing Director/s for further guidance.
See also Tambo Vale’s Feedback and Complaints Policy and Procedure .
Feedback and Continuous Improvement
In addition to the above, Tambo Vale is continually seeking feedback on how we can improve the services we provide. This includes through satisfaction surveys, requests for feedback after key service interactions and involving participants in our service delivery planning and review processes.
Please feel free to provide any suggestions or ideas you have to the Managing Director/s or Compliance Manager.
NDIS Quality and Safeguards Commission
At any time, people can make a complaint about NDIS service providers or the support they provide to the NDIS Commission by:• Phone: 1800 035 544o Phone hours services are currently available Monday to Friday (excluding public holidays) between 9am – 5pm for all States and Territories (except for the Northern Territory, available until 4:30pm)• Online: https://www.ndiscommission.gov.au/contact-us/makeacomplaint
National Disability Insurance Agency
Complaints about the NDIA should be directed to the Agency itself or the Commonwealth Ombudsman.
Complaints to the NDIA can be lodged: • by phone on 1800 800 110 and• by email to feedback@ndis.gov.au.
Complaints to the Commonwealth Ombudsman about the NDIA can be lodged:• by phone on 1300 362 072 and• online at www.ombudsman.gov.au.
A range of other agencies are available to take complaints in certain circumstances. See Tambo Vale’s Feedback and Complaints Policy and Procedure for full details of these agencies.
Participant Money and Property
Tambo Vale recognises that there is a balance between helping participants to manage their own financial affairs as much as possible and protecting the rights of people who may be vulnerable to exploitation. Direct responsibility for managing a participant’s financial transactions should only be assumed where the participant is unable to do so themselves.
If you reasonably believe that a participant cannot manage their own financial affairs without some assistance from a support worker, please refer the matter to the Managing Director/s. A substitute decision maker may need to be appointed for the participant (see Tambo Vale’s Decision Making and Choice Policy and Procedure ).
You must maintain confidentiality regarding participants’ funds and accounts. Any inquiries about a participant’s finances by third parties must be directed to the Managing Director/s.
You must support participants to keep their funds safe and not use a participant’s PIN or other access codes when assisting them to manage their finances. A participant’s funds may only be used for their benefit – you must not make personal purchases with the participant’s money or borrow money from the participant at any time.
While you may share in meals and other special occasions that are part of a participant’s activities, you must pay for your own meals when solely accompanying participants.
The use of a Companion Card is encouraged to cover the cost of entry into venues or entertainment if you are accompanying a participant as part of their Support Plan . Where a Companion Card is not available or accepted, you must not allow a participant or their family to pay for your entrance to any venues or entertainment. Such instances should be referred to the Managing Director/s on [contact number], who will determine who should pay for the entry cost.
You must not provide participants with financial advice or information, other than that reasonably be required under the participant’s NDIS or Support Plans.
You must take all reasonable care in the management of participant belongings, property, valuables, or essential participant equipment. Tambo Vale does not accept liability for loss or damage to participant’s property.
When supporting participants in the community, you must ensure the amount of property the participant has with them is kept to a minimum and is kept securely by the participant (where possible) or kept securely by you when not in use.
For further information about handling participant money or property, refer to Tambo Vale’s Participant Money and Property Policy and Procedure or contact the Managing Director/s.
Community Participation and Inclusion
Tambo Vale is committed to working with participants to dismantle barriers, change attitudes and promote positive attitudes to create opportunities for their full inclusion and participation in our community. We work closely with a range of organisations to support participants.
We encourage participants to let our staff know if they have specific needs or goals that could be met by another organisation. If a participant approaches you about working with another organisation, please inform the Managing Director/s so that we may follow up with the participant.
Dignity of Risk
Dignity of risk is the right of an individual to choose to take some risk in engaging in life experiences.
Where a participant has the capacity for decision making and wants to try new things or continue with options that may not have gone well in the past, all options, risks, and possible consequences must be discussed with them, and all relevant stakeholders involved in the decision-making process. If a decision doesn’t place anyone at risk of harm, you must comply with the participant's decision.
Staff must recognise the opinions of those who are important in the lives of people with a disability. However, this should not compromise the right of the person with a disability to have the final say in their decision.
Where there is disagreement about a decision based on a different view of the risk involved or the potential for harm, the emphasis should be on assisting the person to understand and obtain information about the risks and any mitigation.
Access to supports required by a participant must not be withdrawn or denied solely based on a dignity of risk choice that has been made by them.
Important decisions where firm disagreement exists (between, for example, the person and their parents) must be referred to the Managing Director/s, who may need to arrange independent mediation. If you believe you cannot agree with a person’s decision because of your own values, please contact the Managing Director/s.
For further information about Dignity of Risk, see Tambo Vale’s Decision Making and Choice Policy and Procedure .
Participant Incident Management
Incident Identification and Response
First Response
Tambo Vale has a moral, ethical, and legal responsibility to ensure all participants are safe and takes proactive steps to protect them from harm.
All staff will be trained in Tambo Vale’s incident response and management processes.
Responding to Allegations of Sexual Abuse
Suspicions and allegations of abuse should always be treated seriously. The person’s feelings about themselves may be influenced by initial reactions to their suspicion and/or allegation.
Indicators of abuse include but are not limited to:• a participant alleges that abuse has occurred, by a staff member, another participant, or other person• a staff member observes or is told about alleged abuse• a staff member suspects that abuse has occurred (for example, a participant may have unexplained injuries, a participant may be distressed or anxious, or clothes may have been ripped)• a participant’s behaviour changes significantly (this might include self-destructive behaviour, sleep disturbances, acting-out behaviour, emotional distress, or persistent and inappropriate sexual behaviour) and• a participant complains of physical symptoms, or a staff member observes symptoms (this might include bruising, abdominal pain, sexually transmitted disease, or pregnancy).
If abuse is disclosed, you are suspicious of abuse, or you become aware of abuse, you must inform the Managing Director/s immediately. Provide as much relevant, factual information as possible.
Contact details for specialist support organisations are provided in Tambo Vale’s Participant Incident Management Policy and Procedure .
A helpful response for participants if abuse is disclosed to you may include:• ensuring their immediate safety, health and wellbeing needs are met• ensuring their specific support needs are addressed including access to communication aides and resources• listening carefully to them• reassuring them they did the right thing by telling someone and• asking them what can be done to make them feel safe and explaining the actions you will take next (such as reporting the incident)
Incident Reporting
The staff member who first becomes aware of an incident must report it as soon as practicable to the most senior staff member in the work area, or to the Managing Director/s.
The most senior staff member in the work area or Managing Director/s is responsible for reporting relevant incidents to the Police. The report must be made as soon as practicable, once immediate safety and medical needs are met.
Staff must report all participant incidents to the Managing Director/s or another member of the Compliance Manager as soon as practicable.
Staff must keep information about incidents confidential. They may only disclose necessary detail if they are required to do so by law, or if not disclosing is likely to place the safety, health, or wellbeing of any person at risk.
Tambo Vale’s Incident Register must be used to record information about incidents and their management.
Reportable Incidents
Tambo Vale must take all reasonable steps to ensure that Reportable Incidents are notified to the NDIS Commission within the required timeframes.
Tambo Vale’s Managing Director/s is its ‘Authorised Reportable Incidents Approver’ (Approver), responsible for reviewing and submitting Reportable Incidents to the NDIS Commission.
Tambo Vale’s Managing Director/s is its ‘Authorised Reportable Incidents Notifier’ (Notifier), responsible for assisting the Approver to collate and report the required information.
The Approver must ensure that Reportable Incidents are notified to the NDIS Commission within the required timeframes.
Reportable Incidents Requiring Notification Within 24 Hours
The following Reportable Incidents must be reported to the NDIS Commission within 24 hours of a member of the Compliance Manager becoming aware of them:• the death of a person with disability• the serious injury of a person with disability• the abuse or neglect of a person with disability• unlawful sexual or physical contact with, or assault of, a person with disability or• sexual misconduct committed against, or in the presence of, a person with disability, including grooming for sexual activity.
Reportable Incidents Requiring Notification Within 5 Business Days
Reportable Incidents comprising the use of a restrictive practice that is unauthorised or not in accordance with a behaviour support plan must be reported to the NDIS Commission within 5 business days of a member of the Compliance Manager becoming aware of the incident. However, if the incident resulted in harm to a person with disability, it must be reported within 24 hours.
Mandatory Reporting / Mandated Notification (SA) Requirements
You must report any suspected or actual concerns about child safety to the Police or Child Protection authorities as soon as practicable. You must also notify the Managing Director/s of their report.
If the report is about an immediate emergency, call 000 and ask for police.
See Tambo Vale’s Participant Incident Management Policy and Procedure for detailed guidance regarding Mandatory Reporting and other potential reporting requirements.
After an Incident
After an incident, staff may be required to participate in an incident investigation, incident review or practice review. More information about these processes is provided in Tambo Vale’s Participant Incident Management Policy and Procedure .
After a serious or traumatic incident, it is likely that high levels of stress will be experienced by those connected with the incident. General arrangements to support participants may include allocating a safe place for retreat and communicating with and supporting them and their families.
Participants have a right to complain about Tambo Vale’s services and incidents connected with those services. If they wish to make a complaint, they should be alerted to Tambo Vale’s Feedback and Complaints Policy and Procedure .
If you are feeling overwhelmed, stressed or anxious following an incident, please inform the Managing Director/s so that arrangements to support you and other staff can be made.
Reporting Changing Needs
Participant’s needs can change rapidly or evolve over time. If you are providing support to a participant and you observe key changes in their health, behaviours, cognition, or ability that indicate they may require additional or alternative supports, please inform the Managing Director/s.
The Managing Director/s can respond to the concerns raised which may trigger a review, to ensure that each participant is receiving the necessary supports.
Continuity of Supports
Tambo Vale is committed to providing support to participants without interruption throughout the period of their Service Agreement . This is supported through a range of policies and procedures.
Our Succession Planning Policy and Procedure requires Tambo Vale to maintain and uphold a sustainable workforce and the continuity of the business. Tambo Vale has developed a Succession Plan which aligns with our Strategic and Operational Plan .
Our Staffing Policy and Procedure identifies processes where staff members’ normal working hours may require adjustment to ensure continuity of care, as well as how Tambo Vale handles staff absences, shortages, and vacancies. This is supported through the ongoing training and development processes outlined in our Human Resources Policy and Procedure .
Staff training and development opportunities are tracked using a Staff Training and Development Register . Staff are also provided access to the Training and Development Calendar , where opportunities for further skill development can be identified, to encourage further staff training and development and support continuity of care.
Our Assessment, Planning and Review Policy and Procedure identifies how we conduct reviews of Support Plans and ensure continuity of care through identification of any change in participants’ needs. To support participants whose needs may have changed, Participant Risk Assessments must be kept up to date.
Tambo Vale also ensures continuity of care to participants by complying with its Risk Management Model and Practices, as outlined in the Risk Management Policy and Procedure .
Risk Assessments are developed and reviewed between weekly and annually (depending on the risk) and any identified risks are followed up by the Managing Director/s and discussed during regular team meetings.
Tambo Vale’s Emergency and Disaster Management Policy and Procedure outlines Tambo Vale’s operational readiness and measures in place to support continuity of care. This includes identification of alternative plans for participants where service delivery may be interrupted.
Where changes or interruptions are unavoidable, alternative arrangements must be explained and agreed with participants or their representative, with a key focus on minimising the impact to the participant. Any alternative supports must be delivered in a way that is appropriate to participants’ needs, preferences and goals. To support this, and as per Tambo Vale’s Assessment, Planning and Review Policy and Procedure , Support Plans developed and agreed in collaboration with participants will include arrangements for providing supports that need to be put in place should an emergency or disaster occur.
Supporting Participants Through Service Provider Transition
Tambo Vale will work collaboratively with all [participant]s who are transitioning into or from its services, including those undergoing temporary transitions such as hospitalisation.
With the participant’s or their representative’s consent, relevant information will be provided by Tambo Vale to other service providers, including primary health care services, to support the participant's seamless transition. Where required, Tambo Vale staff must also meet with staff of alternative providers to facilitate a smooth transition for the participant.
Where relevant, you must work collaboratively with the participant and their other service providers to develop a comprehensive Participant Transition Plan or Exit Plan . These Plans must include an assessment of risks associated with the transition, to ensure they are adequately identified, documented, and responded to.
Further information about the Transition process can be obtained from the Assessment, Planning and Review Policy and Procedure and Service Exit Policy and Procedure .

Participants Who Are Not at Home for a Scheduled Visit
Some participants, such as those who are assessed as at risk, or with a pattern of not responding to scheduled visits, should have a No Response Plan documented that sets out how staff are to respond in the event they are not home at the time of a scheduled visit.
Upon confirmation a participant is absent at the time of a scheduled visit, contact the Managing Director/s for further instructions or advice.
Should you need to enter a participant’s home in line with their No Response Plan , you should be accompanied. The person accompanying you does not have to be a Tambo Vale staff member but should be someone appropriate to the circumstance (e.g., a neighbour, emergency worker or police officer). Where this is not possible, please call the Managing Director/s and remain on the phone whilst entering the property.
See Tambo Vale’s Participants that do not Respond to a Scheduled Visit or Who Live Alone Policy and Procedure for further guidance.
Participants Who Live Alone and Receive Personal Support
Participants who live alone and require only one support worker from Tambo Vale’s services must have additional risk mitigations in place to ensure the participant’s welfare is monitored.
Tambo Vale will ensure that any participants who live alone with limited informal supports is not provided personal supports (or other NDIS supports) by only one support worker, unless specifically requested by the participant (as per their right to have choice and control over their support delivery).
Where a participant who lives alone requests only one support worker, Tambo Vale will implement additional measures to monitor the ongoing health and well-being of the participant and mitigate the risk of them being neglected, abused, or ill-treated.
If you have concerns about he welfare of a participant who lives alone, please contact the Managing Director/s immediately.
See Tambo Vale’s Participants that do not Respond to a Scheduled Visit or Who Live Alone Policy and Procedure for further guidance.
Supported Independent Living - Behaviour Management
Participants in SIL environments may display behaviours that pose a risk to themselves or others, including staff.
Should an incident occur, you should:• attempt to de-escalate the situation, if it is safe to do so,• if it is not safe, remove other participants and themselves from immediate danger,• contact your supervisor or the Managing Director/s,• if safe to do so, observe the participant to monitor their safety and• re-approach the participant only when the situation has de-escalated, and it is safe to do so.
Staff must follow relevant Tambo Vale policies and procedures for managing participant behaviour and identifying and responding to harm and incidents. These include Tambo Vale’s:• Decision Making and Choice Policy and Procedure • Protecting Participants from Harm Policy and Procedure • Participant Incident Management Policy and Procedure • Positive Behaviour Support Policy and Procedure and • The Use of Restrictive Practices Policy and Procedure .
It is essential that you take the least restrictive approach to managing participants’ behaviour. Participants have the right to access all areas of their home and should not be restricted from accessing certain rooms or areas. Refer to the Positive Behaviour Support and Use of Restrictive Practices Policies and Procedures for more information.

 














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