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Shared Service On-callAfter Hours Service prototype
Suite of tools
Attachment 6. Suite of tools
DECISION MAKING MATRIX
When to call the on-call coordinator
(emergency)
When not to call the on-call coordinator
1. First take a minute to think what the situation is2. Can the on call person do anything to support you right now?3. Think about what you would do if you were at home in the situation
When being sick
Car broke down
Client has a seizure
PRN authorization
Behavior situation
Emergency accident when police or ambulance is being called
When calling the Child Abuse support line
Other medication issues call HealthDirect or an ambulance
DECISION MAKING MATRIX
When to call the on-call coordinator
(emergency)
When not to call the on-call coordinator
1. First take a minute to think what the situation is2. Can the on call person do anything to support you right now?3. Think about what you would do if you were at home in the situation
When being sick
Car broke down
Client has a seizure
PRN authorization
Behavior situation
Emergency accident when police or ambulance is being called
When calling the Child Abuse support line
Other medication issues call HealthDirect or an ambulance
DECISION MAKING MATRIX
When to call the on-call coordinator
(emergency)
When not to call the on-call coordinator
1. First take a minute to think what the situation is2. What would you normally do in this situation?3. Is there a colleague that can support you?
Client has a seizure
Client behavior situation
Emergency accident when police or ambulance is being called
When calling the Child Abuse support line
Other medication issues call HealthDirect or an ambulance
ESCALATION FLOW CHART
sta� call
CLIENT SICK. Seizures, cold, �u, vomitting...
CLIENT BEHAVIOUR. Aggressive, depression, anxiety...
CLIENT MEDICATION. PRN authorization
EMERGENCY ACCIDENT. when police or ambulance is being called
REPORTING CHILD PROTECTION OR CARE CONCERNS. whencalling Child Abuse Report Line
STAFF TRANSPORT ISSUE. Car has broken down...
STAFF BEING SICK
Regional manager
Regional manager
Regional manager
Regional manager
Regional manager
Regional manager
Regional manager
ESCALATION FLOW CHART
TYPE OF CALL WHO TO CALL
INCIDENT. Falls, trips, burns...
SICK. Seizures, cold, �u, vomitting...
KEYS & LOCKS. Locked out, lost keys...
WALLET/BAGS/MONEY. Stolen, lost,..
TRANSPORT. No bus ticket, no way home, no taxi voucher...
COMPUTER/PHONE. Not working, lost...
SOCIAL INTERACTION. Bullying, don’t get on, facebook...
PROPERTY ISSUE. Blocket toilet, no water, no power...
client call
sta� call
CLIENT HAZARD. Manual handling query i.e. lifter use
CLIENT SICK. Seizures, cold, �u, vomitting...
CLIENT ACCIDENT/INCIDENT. Falls, trips, cut, rolled ankle..
CLIENT BEHAVIOUR. Aggressive, depression, anxiety...
CLIENT MEDICATION. Previous medication still there,...
STAFF ACCIDENT. Any incident resulting in an injury at work
STAFF LEAVE DUE TO PERSONAL REASON. Person sickness, ...
STAFF TRANSPORT ISSUE. Car has broken down...
STAFF ROSTER. Not checked on time, swaps need to be approved...
CLIENT DOCTOR’S APPOINTMENT.
If serious call CSA if on duty, otherwise call CSM (Darren, Ben or Yasmin). If not serious complete Incident Report and email Safety
Ring 000 if life threatening or the client's family
call CSA if on duty, otherwise call CSM (Darren,Ben or Yasmin)
Email the CSM (Darren, Ben or Yasmin)
call CSA if on duty, otherwise call CSM (Darren, Ben or Yasmin)
Email the CSM (Darren, Ben or Yasmin) for the next day
Email CSM (Darren, Ben or Yasmin)
Check severity. If serious call Senior Business Manager - Sandy Harrison, if not email Property
call CSA if on duty, otherwise call CSM (Darren, Ben or Yasmin) and ensure that you avoid an injury
call CSA if on duty, otherwise call CSM (Darren, Ben or Yasmin)
call CSA if on duty, otherwise call CSM (Darren, Ben or Yasmin)
Make a judgement and complete Incident Report or if extreme call CSA if on duty, otherwise call CSM (Darren, Ben or Yasmin)
Email CSM (Darren, Ben or Yasmin) for the following day, otherwise if early ring taxi company
Ring Senior Client Services Manager - Darren Anderson
Ring CSM (Darren, Ben or Yasmin)
Sta� member needs to �nd a swap for the day
Elaine or email CSM (Darren, Ben or Yasmin) for the following day
Make a judgement and complete Incident Report or if extreme call CSA if on duty, otherwise call CSM (Darren, Ben or Yasmin)
ESCALATION FLOW CHART
sta� call
CLIENT HAZARD. Manual handling query i.e. lifter use
CLIENT MEDICATION. Previous medication still there,...
STAFF LEAVE DUE TO PERSONAL REASON. Person sickness, ...
STAFF TRANSPORT ISSUE. Car has broken down...
CLIENT DOCTOR’S APPOINTMENT.
whoever on service call
whoever on service call
whoever on service call
whoever on service call
whoever on service call
client calls to knowwhich support worker
is coming to them
CLIENT
Actions> Check Rostering information about all clients at the ClientManagement System
> If not able to answer client’s request, call CSA. CSA may knowbest about client details
support worker calls to cancel shift
SHIFT
Actions> Check if client is able to be left alone
> Find another support worker . ask if there is another house in the area,so that sta� member can check-in withthe client . if not, can a support worker come earlieror stay longer on the shift? . any suggestions of who else can cover the shift? . is there a support woker available from another house that can go? (need to con�rm with CSM if that would be appropriateconsidering client pro�le)
> Check if the support worker has another shift that needs to be covered
support worker calls to report behavioural
incident
BEHAVIOURAL
Actions> Check Behavioural Support Plan atClient Management System to identifyclient’s trigger.
> Follow Behavioural Support Plan toguide support worker on how to calmdown client
> Check if support worker and client aresafe
> Con�rm if support worker can continueworking
> Check if support worker needs to debrief. If so, inform CSM to call support worker.
support worker calls to report maintenance
incident
MAINTENANCE
Actions> Check if the client and support workerare safe
> Identify the property where supportworker is in
> Understand the situation
> Call Property Manager (�nd contact detailsin Client Management System)
> Property Manager will call maintenance
support worker calls to report medical
incident
MEDICAL
Actions> Advice to call Health Direct &follow up guidelines
> If critical, consider follow up actionswith CSM
> If not critical, advice to complete incident report
support worker calls to cancel shift
SHIFT
Note> Team Leaders send a text message on Fridays to support workers to know whocould be available to take a roster duringthe following week (Note that this happens only in Murrayland)
> Optional to talk to rostering ‘chief’ that mayknow about the roster
Actions> Log in in rostering system - Time Target . Check who is available . Check industrial practicalities to ensure support worker can take the shift (doublecheck with support worker if they are goingover time) . Go into individual roster . Check if they are under award or not, and action accordingly
> If nobody is available go to CRM andexplore options to make changes
support worker calls to report behavioural
incident
BEHAVIOURAL
NoteDi�erent responses depending on the service
In home support
> Support worker working on their own
> It might be that the supportworker doesn’t have accessto client pro�les and �owcharts
support worker calls to report maintenance
incident
MAINTENANCE
Note > A �owchart for support workers needs tobe de�ned with preferred providers perregion
> Each venue has a selection of sta� whocan work there
support worker calls to report medical
incident
MEDICAL
Accomodation
> Support worker workingwith other support workers
> Support worker may have access to other experiencedsupport workers to ask foradvice
> If support worker is by selfmay need other sta� ormanager to assist with PRN authorisation
Note> All regions have Client Pro�l folders that provide client’s detailed medical information
> A �owchart that indicates when to call for medical related incidents needs to be de�ned for support workers
> Support workers may call to ask for PRN authorisation
> Support workers need to have contact details of emergency numbers: ambulance, etc.
support worker calls to cancel shift
SHIFT
Note> Support workers manage the roster themselves: . They try to arrange it with their colleagues . They call EDMEN if needed
> Support worker may call if: . Need to get approval for over time . When not able to get somebody (neithercolleague nor EDMEN sta�)
> Rostering process: . Support worker will try to arrange roster with colleagues by calling the house they work on to ask if somebody is available (e.g. somebody can stay longer or somebody can come sooner) . Support worker will call EDMEN if colleagues not available . Support worker will send e-mail to the rostering person to enter the data in rostering system . Support worker may call on call to approve overtime if that is the case . Support worker will call on call if nobody is available. On call may advice to check with colleaguesfrom other properties or locations
support worker calls to report behavioural
incident
BEHAVIOURAL
Note> Refer support worker to ‘EmergencyAfter Hours Flowchart’
> Support worker may call needing encouragement to make the decision
support worker calls to report maintenance
incident
MAINTENANCE
Note> Support worker has all the contact detailsof the providers
> Support worker may call: . If validation is needed to contract the service . To inform that they have contracted a service
support worker calls to report medical
incident
MEDICAL
Note> Support worker will �rst ask a colleaguefor help
> Support worker may call as a last resortwhen nobody is available to help
> Support workers have medication credential
Actions> Access client’s Medication Chart to advice support worker on actions
CLIENTcall
access Client Management System
contact CSA if needed
SHIFT
access Rostering System
contact House if needed
Agency: YNA
MEDICAL
Health Direct
MAINTENANCE
contact HouseProperty Manager
access Client Management System
Property Managercontact details
BEHAVIOURAL
follow BehaviouralSupport Plan
access Client Management System
Behavioural Support Plan
SHIFT
access RosteringSystem
contact possiblereplacement staff
and confirm
record appropriatelyMEDICAL
Health Direct access client’sMedication charts
support worker havemedication credential
BEHAVIOURAL
follow BehaviouralSupport Plan
access Client Management System
Behavioural Support Plan
MAINTENANCE
SHIFT
e-mail Rosteringperson
contact ServiceCoordinator of the
House for clientprofile details
Agency: EDMENMEDICAL
Health Direct
MAINTENANCE
support worker will directly contact providers
BEHAVIOURAL
refer toEmergency After HoursFlowchart
support worker will self-manage roster
access client’sMedication charts
support worker havemedication credential
ROSTERING FLOWCHART
ROSTER LIFELogin:Password:
ROSTERING SYSTEM
TIME TARGETLogin:Password:
ROSTER NOWLogin:Password:
...Login:Password:
SHARE POINTLogin:Password:
PROSIMSLogin:Password:
CLIENT MANAGEMENT SYSTEM
Check team to draw from Check 1st and 2nd preference
OVERTIME CRITERIA & PARAMETERS
Do you know anyone that can cover you?Who is on now? Can they stay longer?
Can somebody come earlier to the shift?
EDMENContact details: 1300 665 880
AGENCY
- no agency - YNAContact details:
- Accommodation service - contract obligation.- Middle of critical incident- Waiting for medical support- Fear for safety and wellbeing- Situation/mess just can’t leave- Supporting out & about just can’t getback on time (e.g. transport ran late)
INDUSTRIAL PRACTICALITIES
ROSTERING PRINCIPLES
- 2 days o� in every 7 days or 4 days of in every 14 days- Max of 10 hours work in 12 hours period,and minimum of 8 hours break
Identify the best match to deliver on client needs.
- if client pro�le details are needed call House Service Coordinator - A red �ag will indicate if a client doesn’t want to be matched with a support worker- Make sure there is one person with credential (not necessarily all sta� need to have credential)
GENERAL- Minimum per day: meeting/training attendance - all sta�: 2 hours (unless attendanceis voluntary, in which cas only time in attendance is paid)- Minimum 10 hours break between rostered shifts (can be satis�ed by a sleepover shift:Sleepovers count as a 10 hour break as long as active period is at the beginningof the shift) - Minimum 2 days o� per week OR four per fortnight. Days o� to be consecutivewhere possible- Casuals can work every day withoutrequirements of days o�
BROKEN SHIFT- Must occur within a 12 hour span (i.e. startand �nish within 12 hours). For example, a broken shift of 0700 to 1000 and then again 1500 to 1900 falls withing the 12 hour span.- Hours outside 12 hour span to be paid at double time- Casuals can work everyday without requirements of days o�; as long as in 76 hours per fortnight.
SLEEPOVER- Must be 8 hours in duration- Must have 4 hours active work either side of sleepover shift- Can add to a shift, e.g. 7pm - 7am
