Person-Centred Supports

Mehr Care provides individualised, person-centred supports, respecting each participant’s rights and individuality. Tailored support plans are developed through understanding participants' values, culture, and goals. Emphasis is placed on participant rights, including privacy, freedom from abuse, and control over their care. Staff are trained on the NDIS Charter of Rights and maintain strong communication with participants and their families to ensure goals are consistently met.

Policies/Systems:
- Person-Centred Supports Policy and Procedure
- Participant Handbook and Easy Read materials
- Staff training in the NDIS Charter of Rights
- Regular support plan reviews with participants and their representatives

Individual Values and Beliefs

Personalised support plans are created with respect for participants’ cultural, racial, and individual beliefs. Staff are trained in cultural awareness as outlined in the Individual Values and Beliefs Policy. Multicultural staff assignments ensure respectful and inclusive care tailored to participant preferences. Regular assessments and, if necessary, referrals to external services support holistic, values-driven care.

Policies/Systems:
- Individual Values and Beliefs Policy and Procedure
- Staff orientation and training on cultural awareness
- Matching participants with suitable staff based on values and background

Privacy and Dignity

Participant information is collected transparently and securely stored under the Privacy and Dignity Policy. Consent is obtained for all data handling, and staff follow strict confidentiality agreements. Secure storage systems and regular staff training ensure that privacy is respected and protected, enabling participants to feel confident their information is handled appropriately.

Policies/Systems:
- Privacy and Dignity Policy and Procedure
- Secure cloud storage and lockable filing systems
- Participant Information Consent Form
- Staff Privacy/Confidentiality Agreements

Independence and Informed Choice

Mehr Care promotes participant independence through informed decision-making. Clear, accessible materials, such as Easy Read guides, are provided to help participants understand their rights and choices. Support plans are reviewed regularly, with participant input and written consent required for changes or advocacy. Staff ensure participants are actively involved in goal setting and decision-making processes.

Policies/Systems:
- Independence and Informed Choice Decision-Making Policy and Procedure
- Advocacy Support Policy
- Participant Handbook with Easy Read materials
- Digital support plans available for staff on-site

Violence, Abuse, Neglect, Exploitation, and Discrimination

Mehr Care enforces a Zero Tolerance Policy to protect participants from abuse, neglect, and discrimination. Comprehensive risk assessments, NDIS Worker Screening, and annual staff training ensure a safe environment. Clear reporting and investigation procedures are in place, with immediate actions taken to safeguard participants and improve safeguarding practices.

Policies/Systems:
- Violence, Abuse, Neglect, Exploitation, and Discrimination Policy and Procedure
- Zero Tolerance Policy and Procedure
- Incident Management and Risk Assessment systems
- NDIS Worker Screening and Orientation Module compliance

Governance and Operational Management

At Mehr Care, strong governance is maintained through the Corporate Governance Policy, which includes regular risk reviews, stakeholder consultations, and audits. Policies and procedures are updated based on feedback, compliance reviews, and audits, ensuring high-quality service delivery and continuous improvement. Staff training and performance monitoring contribute to effective operational management.

Policies/Systems:
- Corporate Governance Policy and Procedure
- Business Impact Analyses and Risk Reviews
- Internal and external audit schedules
- Stakeholder consultation processes

Risk Management

At Mehr Care, Risk management is integrated into daily operations through a structured five-step process: establishing context, identifying, analysing, evaluating, and treating risks. Risk profiles are tailored to each participant, and regular assessments address WHS, information security, and incident management. Staff follow documented procedures to minimise hazards and ensure safety for all.

Policies/Systems:
- Risk Management Policy and Procedure
- Individual Risk Profiles in participant support plans
- Safe Work Method Statements
- WHS inspections and training

Quality Management

Quality services are maintained using a Plan-Do-Check-Act cycle. Feedback from audits, surveys, and performance reviews drives improvements. Regular internal audits ensure compliance with NDIS standards, while management reviews address gaps and update policies. Participant input is actively sought to enhance service delivery.

Policies/Systems:
- Continuous Improvement Policy and Procedure
- Plan-Do-Check-Act cycle in management processes
- Feedback and complaint analysis for improvement
- Internal audit reviews

Information Management

Participant data is managed securely and transparently under the Information Management Policy. Consent is obtained before collecting or using data, and participants can access or amend their records upon request. Secure storage systems and annual reviews ensure compliance with privacy standards.

Policies/Systems:
- Information Management Policy and Procedure
- Participant Information Consent Form
- Password-protected digital storage and secure disposal of documents
- Annual data storage policy reviews

Feedback and Complaints Management

Feedback and complaints are handled respectfully and confidentially through a structured Complaints and Feedback Policy. Participants are supported throughout the process, with advocates available if required. Feedback is reviewed to identify trends, and outcomes are used to refine services and policies.

Policies/Systems:
- Complaints and Feedback Policy and Procedure
- NDIS Complaints and Management Resolution compliance
- Complaint trends reviewed in management meetings
- Advocate support during complaint resolution

Incident Management

Incident management follows a clear protocol to document, investigate, and address incidents promptly. The Reportable Incident Policy ensures participant safety while staff receive continuous training to handle emergencies effectively. Incident reviews inform policy improvements and prevent recurrence.

Policies/Systems:
- Incident, Accident, and Emergency Policy and Procedure
- Incident Management System for tracking and reviewing cases
- Staff training on incident handling
- Continuous improvement practices based on incident data

Human Resource Management

The Human Resource Management Policy ensures qualified and committed staff are recruited, trained, and supported. Equal Employment Opportunity principles guide hiring, while ongoing training aligns staff skills with participant needs. Regular performance appraisals support staff development and service quality.

Policies/Systems:
- Human Resource Management Policy and Procedure
- NDIS Worker Orientation Module completion
- Staff training plans and performance appraisals
- Pre-employment screening for qualifications and clearances

Continuity of Supports

Support plans are reviewed regularly to adapt to participant needs, ensuring consistent care. Digital records facilitate efficient service tracking, and participants are informed of staff changes in advance. Emergency procedures ensure continuity during unforeseen circumstances.

Policies/Systems:
- Continuity of Supports Policy and Procedure
- Digital booking systems
- Emergency backup plans
- Staff communication protocols for replacements

Emergency and Disaster Management

Tailored emergency plans address participant safety during crises. Plans are reviewed annually and tested for relevance. Staff training ensures readiness, and clear communication keeps participants informed during emergencies, safeguarding their well-being.

Policies/Systems:
- Emergency and Disaster Management Plan
- Annual review of emergency procedures
- Staff training on emergency protocols

Access to Supports

Participants receive personalised services outlined in clear, detailed Service Agreements. During intake, support options and costs are transparently communicated. Support plans are reviewed fortnightly, and participant preferences are integrated into service delivery.
Policies/Systems:
- Access to Supports Policy and Procedure
- Participant Handbook and Service Agreement
- Assessment process for tailored service delivery

Support Planning

Support plans are collaboratively developed, focusing on participants' strengths and goals. Annual reviews and timely adjustments ensure plans remain relevant. Risk profiles and consent procedures safeguard participant autonomy and well-being.

Policies/Systems:
- Support Planning Policy and Procedure
- Risk assessments integrated into planning
- Consent forms for information sharing
- Annual reviews with participants

Service Agreements with Participants

Service Agreements align with NDIS plans, clearly outlining services, costs, and terms. Accessible communication ensures participant understanding, while agreements are documented and reviewed as needed to reflect changing requirements.

Policies/Systems:
- Service Agreement Policy and Procedure
- Participant Handbook with Easy Read explanations
- Digital and hard copy agreement storage

Responsive Support Provision

Participants’ needs and preferences guide responsive support delivery. Staff are trained to provide flexible, high-quality care. Collaboration with other providers ensures participants receive comprehensive, individualized support.

Policies/Systems:
- Responsive Support Provision Policy and Procedure
- Participant Information Consent Form
- Staff training on least intrusive practices

Transitions to or from the Provider

Transitions are managed with personalised plans and interagency collaboration to ensure continuity. Risk assessments and clear documentation support safe transitions, and participants are empowered to actively contribute to the process.

Policies/Systems:
- Transition or Exit Policy and Procedure
- Interagency collaboration for continuity
- Documentation transfer protocols

Safe Environment

The Safe Environment Policy ensures hazard-free service delivery. Annual assessments and incident reporting procedures maintain safety standards. Open communication fosters a proactive approach to addressing concerns.

Policies/Systems:
- Safe Environment Policy and Procedure
- Risk assessments and Safe Environment Checklists
- Staff training on hazard identification

Participant Money and Property

Participants maintain control over their finances and belongings. Staff adhere to strict boundaries under the Participant Money and Property Policy. Documented financial arrangements and annual policy reviews ensure transparency and respect.

Policies/Systems:
- Participant Money and Property Policy and Procedure
- Documentation of participant consent and inventory
- Referrals to qualified financial advisors

Mealtime Management

Mealtime plans address individual dietary and safety needs. Staff are trained in food preparation and risk management. Plans are reviewed annually to ensure they align with participants’ preferences and health requirements.

Policies/Systems:
- Mealtime Management Policy and Procedure
- Staff training on choking prevention and textured food preparation
- Health professional assessments

Management of Medication

Medication management follows strict protocols, with trained staff handling administration. Secure storage and participant involvement ensure compliance and safety. Incident protocols address medication-related emergencies promptly.

Policies/Systems:
- Management of Medication Policy and Procedure
- Secure storage and Webster Packs
- Staff training on medication administration

Management of Waste

Waste is handled safely under Environmental Protection Authority and National Health and Medical Research Council standards. Staff receive training in segregation, storage, and disposal of waste, ensuring compliance and minimising risks to participants and the environment.

Policies/Systems:
- Management of Waste Policy and Procedure
- EPA and NHMRC-compliant waste disposal practices
- Annual safety inspections

Cancellation Policy:

Where you provide Mehr Care with less than two (2) clear business days notice, you will be charged 100% of the service fee that was scheduled in your roster for those days, up to a maximum of $1,000.00 per cancelled support.

A cancellation is considered a Short Notice Cancellation if the participant:
• Cancels a support less than two (2) clear business days before the scheduled start time of the service, or
• Does not show up for a scheduled support within a reasonable period of time (e.g., 15 minutes), or
• Is not present at the agreed location for the support service.

Mehr Care will only claim from a participant’s plan for a Short Notice Cancellation if all of the following conditions are met:
• The participant (or their advocate/nominee) has agreed to this condition in advance through this signed Service Agreement.
• Mehr Care was unable to find alternative billable work for the support worker for the time that would have been spent providing the service.
• The service that was cancelled was a support item listed in the NDIS Pricing Arrangements and Price Limits that allows cancellation charges.

Claims for a Short Notice Cancellation will be made using the same support item as if the service had been delivered, by selecting the “Cancellation” option in the Myplace Provider Portal.

There are no hard limits on the number of Short Notice Cancellations (or “no shows”) claimed per participant. However, Mehr Care upholds a duty of care, and if a participant has a pattern of frequent cancellations, we will reach out to understand the reason and work collaboratively to find a solution.

If You Would Like to Exit Our Services

If you wish to stop receiving support services from Mehr Care, we kindly ask that you provide us with at least seven (7) days written notice. This allows us to update our records, reassign staff, and close your file appropriately. If less notice is given, cancellation charges may apply in accordance with this policy.