| TOPIC | Keeping Safe: Support Worker Procedure | ||
| Area | Service Delivery | TYPE | Procedure |
1. Purpose
To eliminate or reduce the risks to the health and safety of contractors and, in so doing, providing a safe working environment, as far as is reasonably practicable.
2. Scope
This applies to all workers including sole traders, contractors and sub-contractors and covers all work-related functions and activities. It also applies to all dealings with customers, suppliers, and members of the public.
This procedure applies to any work environment and circumstance, including the consumer’s home in which mobility contractors might be required to deliver a service to a consumer.
3. Roles and Responsibilities
- Maintain personal
- The safety, privacy and comfort of the consumer must always be considered throughout the visit or activity.
- Prioritise the provision of safe and quality care to consumers every
- Provide care and services in accordance with evidence-based policies, procedures, protocols, regulations, and standards.
- Engage in ongoing learning, development, and performance reviews to develop and maintain skills and competence to be able to perform role.
- Speak up and raise concerns, including reporting incidents, accidents or near misses and risks.
- Knowledge and competency in manual handling tasks if
- Demonstrate empathy and sensitivity to the needs of consumers from a variety of ethnic, cultural, and religious backgrounds.
- Review and have access to the consumers care plan and risk assessment and report any changes if provided.
4. Procedure
4.1 Mobility Aged Care Support Workers – Risk Assessment-
Prior to the visit to the consumers residence, it is a health and safety requirement that you follow the below guidelines:
- If you are prompted to in the app complete the Home Visit Risk Assessment if not, review the Home Visit Risk Assessment.
During the visit was there anything concerning in your conversation with the consumer or that you noticed in the environment. For example:
- aggressive / threatening language, low mood, suicidal ideation, reported drug and / or alcohol use, disclosure of criminal convictions, history of mental health or addiction concerns)?
- did they disclose any risks associated with their home-environment (e.g., weapons, animals, other individuals who may be unwell, lack of mobile phone coverage?)
If you answered YES to any of the above, contact mobility or lodge an incident report.
4.2 COVID Infection Control Procedure
Use this checklist to identify and screen for covid-related risk prior to attending at EVERY scheduled home visit. Complete these questions YES/ NO
- Does the consumer or anyone else in the household currently have cold or flu-like symptoms?
- Have the consumers been in close contact with anyone with cold or flu-like symptoms over the past week?
- Is the consumer (or anyone else in the household) required to self-isolate and / or awaiting a COVID-19 test result?
- Has the consumer or anyone else in the household had recent contact with a confirmed case of COVID-19?
If you answered YES to any of the above, contact mobility immediately on 1300 438 227.
4.3 Home Visit Safety Prior to Entry
- Inspect the area surrounding the
- Review clear sight of your vehicle, tree lined driveways/ paths, adequate lighting, broken or damaged paths / steps etc anything that might cause a trip or slip hazard.
- Ensure that your mobile phone is fully charged and that you have adequate signal (test this as required).
- Look for hazards and ask yourself ‘what if?’
- Do not enter the property under the following circumstances:
- Uncontrolled or unrestrained
- An atmosphere of riot/ unsettled behaviour/ aggressive behaviour is audible or
- The consumers or other residents/ people in attendance, present are under the influence of drugs/ alcohol.
- The consumers or other residents/ people in attendance appear to be suffering from acute Mental Health issues.
- A situation which is potentially
- Person is a heavy smoker and is not willing to cease smoking inside for the duration of the Home Visit or you have not agreed to provide services to a smoker.
- Consumers are not present, and you are offered entry by an unknown
If any of the above risks are identified, contact mobility to determine whether the visit should proceed or be re re-scheduled.
4.4 During the Visit
Key things to remember /consider during a Home Visit
- Park your vehicle facing ready to
- Take only your phone, car keys, and essential tools so that you can exit
- Have emergency numbers in your phone on Speed
- Practice and know how to use your mobility App emergency
- Be aware of the exit
- Keep your phone close to you to call for help or activate in an
Emergency Procedure
- In the event of an emergency call
4.5 Exiting a Home Visit
If during a visit, due to the behaviour or actions of the consumers or others make you feel unsafe/ uncomfortable, always remember that you retain the right to refuse to commence or complete the appointment with a consumer. Call mobility immediately.
Examples of how you can exit the premise if you feel unsafe?
“I have left something in the car and will just pop out” – you can then leave
“I forgot I had to check in with work once I arrived here, I will just go and sort this out” If you are unable to exit, consider the following:
- Call emergency services on 000
4.6 What to do in the case of an Emergency Event
Emergency events/ natural disasters include designated catastrophic/ code red days (Bushfire) or an extreme weather event that results in significant damage (For example floods, major storms, earthquakes, or cyclones).
- Follow Emergency Services instructions
- Before entering a region where there is potential risk:
- Be aware of relevant evacuation points/safer precincts/ safer places/ last resort
- Check Bureau of Meteorology Reports (BOM).
- Where essential services – electricity, gas, water, phone, or internet access becomes affected or lost.
- Do not enter any identified affected areas for example bush fire, flood areas or roads and advise Only enter when emergency services have advised it is safe to do so.
4.7 Discrimination, Harassment and Bullying
Mobility has zero tolerance for any forms of discrimination, harassment, and bullying. You must follow this procedure if:
- You believe you are being, or have been, subjected to discrimination, sexual
harassment, or workplace bullying; or
- You have witnessed discrimination, sexual harassment, or workplace bullying
- Tell the offender the behaviour is offensive, unwelcome, and against mobility policy and should stop. If you do not feel comfortable enough to approach the person directly, please lodge an incident report and/or call mobility.
5. Related Documents
5.1 Internal documents
- Mobility Code of Conduct
- Terms and Conditions
- User Provider Agreement
- Choice and Decision-Making Procedure
- Dignity of Risk and Duty of Care Procedure
- Open Disclosure Procedure
- Induction and Ongoing Training and Development
- Incidents and Complaints Work Instruction
- Managing Consumer Aggression Procedure
- Antimicrobial Stewardship Procedure
- Caught in Bushfire Emergency Work Instruction
- Business Continuity Plan
5.2 External documents
- Home Care Packages program operational manual a guide for home care providers March 2021
- Aged Care Quality Standards
- Aged Care Quality and Safety Commission Act 2018
- Aged Care Quality and Safety Commission Rules
- Worksafe – state and territories
- Robyn RM Gershon, MT, MHS, DrPH, Monika Pogorzelska, MPH, Kristine A Qureshi, RN, DNSc, Patricia W Stone, PhD, Allison N Canton, BA, Stephanie M Samar, BA, Leah J Westra, BA, Marc R Damsky, MPH, and Martin Sherman, PhD, Home Health Care Patients and Safety Hazards in the Home: Preliminary Findings, 2008.
- Aged Care Act 1997
- User Rights Principles 2014
- Quality of Care Principles 2014
- Aged Care Quality and Safety Commission Rules
- Charter of Aged Care Rights
- Privacy Act 1988
- Australian Privacy Principles 2014
- Disability Discrimination Act 1992
- Freedom of information Act 1982
- Fair Work Ombudsman
- Australian Human Rights Commission
6. Document History
Reviewed by: Clinical and Risk Specialist Authorised by: CEO
Date Adopted: July 2022
Next Review Due: September 2025
Version Control
| Version | Date | Change |
| 1 | 14/7/22 | New |