NDIS Policies and Procedures Manual – Core Module
Document Number: CM-POL-001
Document Control
This table shows a record of significant changes to the document.
| Legal Name: | Holistic Healthcare Management Services |
| ABN: | 20695058096 |
| ACN: | 695058096 |
| Primary address/head office: | 15 Agasse Way, Tapping WA 6065 |
| Document Name: | NDIS Policies and Procedures Manual – Core Module |
| Document Number: | CM-POL-001 |
| Approved by: | Director |
| Date Approved: | February 2026 |
| Version No: | 1.0 |
| Comments: | Initial Release of the Policies and Procedures Manual |
| Next Review Date: | May 2026 |
Purpose
Holistic Healthcare Management Services is committed to promoting, upholding, and respecting the legal and human rights of all participants, enabling them to exercise informed choice and control. This policy ensures compliance with the NDIS Practice Standards and aligns with our organisational values of dignity, autonomy, and inclusion.
This policy provides clear guidelines and procedures for delivering person-centred support that respects participants’ individuality and promotes their freedom of expression, self-determination, and decision-making.
Scope
This policy applies to all Holistic Healthcare Management Services staff, including permanent and casual employees, contractors, and volunteers. It is relevant to all participants receiving services, ensuring their needs, rights, and preferences are central to support delivery.
Definition
| Term | Definition |
|---|---|
| Person-Centred Support | A model of care that places the participant’s needs, preferences, and goals at the centre of planning and service delivery. |
| Legal and Human Rights | Rights enshrined in legislation, such as the NDIS Act 2013 and international frameworks like the UN Convention on the Rights of Persons with Disabilities, ensuring dignity, freedom, and equality for all individuals. |
| Support Network | Family members, friends, advocates, and community groups chosen by the participant to provide emotional, social, or practical support. |
| Informed Choice | The process of providing participants with the necessary information to make decisions about their support and ensuring they understand the implications of those decisions. |
| Community Engagement | The process of supporting participants to access and participate in social, cultural, or recreational activities within their chosen communities. |
Outcomes and Indicators
| Outcome | Indicator |
|---|---|
| Each participant accesses supports that promote, uphold and respect their legal and human rights and is enabled to exercise informed choice and control. The provision of supports promotes, upholds and respects individual rights to freedom of expression, self-determination and decision-making. |
|
Guiding Principles
- Respect for Rights: All interactions with participants must uphold their legal and human rights, ensuring their dignity and autonomy are respected.
- Accessibility: Communication and service delivery methods must be tailored to the participant’s needs, ensuring they understand and can fully engage in decision-making processes.
- Empowerment: Participants are supported to take control of their lives, make informed choices, and achieve their personal goals.
- Social Inclusion: Participants are encouraged and supported to engage with their chosen communities and maintain meaningful connections.
- Continuous Improvement: Feedback from participants and their support networks is actively sought and used to enhance service quality.
Policy
Holistic Healthcare Management Services’s Commitment to Participant Rights
At Holistic Healthcare Management Services, we are steadfast in our commitment to ensuring that every participant’s legal and human rights are respected and upheld in all aspects of support delivery. This means actively embedding principles of dignity, freedom, and self-determination into everyday practice. Workers must remain vigilant in recognising and addressing potential violations of rights, such as discrimination or neglect. Additionally, all staff must be trained to understand the ethical and legal frameworks underpinning participant rights to ensure these remain a priority in every interaction and decision.
The organisation recognises that respecting participant rights goes beyond policy compliance—it requires a cultural shift that prioritises participants’ autonomy and decision-making in all aspects of service delivery. This includes facilitating open conversations about participants’ expectations, actively involving them in planning processes, and tailoring supports to reflect their individual needs and preferences.
Accessible Communication Practices
Communication is the foundation of effective support. Holistic Healthcare Management Services ensures that all participants are provided with information in a manner that aligns with their individual communication preferences and abilities. For example, participants who speak a language other than English are provided with qualified interpreters, while those with sensory impairments are offered assistive devices, such as braille documents or sign language interpretation. Workers are trained to use plain language and avoid technical jargon to ensure participants can fully understand the information provided. Emphasis is placed on two-way communication, encouraging participants to ask questions and seek clarification. This approach ensures that participants remain informed, engaged, and empowered to make decisions about their supports.
Supporting Community and Social Inclusion
Social and community engagement is central to enhancing participants’ quality of life. Holistic Healthcare Management Services commits to supporting participants in identifying and pursuing opportunities for meaningful social inclusion. This includes enabling access to local activities, facilitating the development of new relationships, and maintaining connections with family and friends. Participants are encouraged to define their own goals for community participation, which may vary widely depending on their interests, cultural background, and life stage. Workers are responsible for addressing barriers to inclusion, such as mobility issues or transport limitations, and must adopt creative, participant-centred solutions to overcome these challenges.
Promoting Individualised and Responsive Support
All supports delivered by Holistic Healthcare Management Services are tailored to meet participants’ unique needs, preferences, and aspirations. This requires a flexible and responsive approach, recognising that participants’ circumstances and goals may change over time. Support plans are treated as dynamic documents, regularly reviewed and updated in collaboration with participants, their families, and relevant stakeholders. Workers are encouraged to adopt a proactive and empathetic approach, seeking to understand participants’ unspoken preferences and needs through careful observation and active listening. This ensures that supports are not only effective but also aligned with participants’ values and lifestyles.
Procedures
Respecting Legal and Human Rights
Educating Participants on Their Rights: Workers must ensure that every participant is fully informed about their legal and human rights in a way that resonates with their unique communication needs. This begins during the onboarding process, where participants are provided with information booklets, videos, or interactive sessions that detail their rights, including privacy, dignity, and freedom of choice. Workers must use techniques such as simplified language, visual aids, or digital tools, as appropriate, to ensure participants understand this critical information. In addition to formal onboarding, workers are encouraged to hold periodic discussions about rights as part of ongoing support delivery. These conversations can help participants reaffirm their understanding and identify any concerns. Workers must reassure participants that expressing concerns or making complaints is a safe and supported process, with clear escalation paths and protections against retaliation.
Embedding Rights into Support Plans: Support plans must reflect a participant’s individual rights as a foundation for care delivery. For example, a participant with a preference for same-gender carers during personal care tasks should have this clearly documented and consistently applied. Plans should also include strategies to protect participants from potential rights violations, such as creating private spaces for sensitive discussions or providing advocacy services if needed. Workers are responsible for implementing the rights-based measures outlined in support plans during every interaction. This requires ongoing awareness and adaptability, as participant preferences and circumstances may evolve over time. Support plans are living documents, regularly reviewed and updated with input from participants and their families or advocates to ensure they remain relevant.
Responding to Rights Violations: If a rights violation occurs, workers must act immediately by documenting the incident in detail and escalating it to their supervisor or designated manager. Examples include breaches of privacy, neglect, or discriminatory behaviour. Workers must prioritise the participant’s safety and wellbeing, offering immediate reassurance and support while the matter is investigated. The organisation has a clear process for resolving rights violations, which includes engaging external advocates or legal representatives when necessary. Participants must be kept informed of the progress and outcomes of investigations, with a focus on restoring trust and addressing systemic issues to prevent recurrence. Training sessions are held to ensure workers learn from incidents and improve future practices.
Providing Accessible and Responsive Communication
Assessing and Documenting Communication Needs: During the initial intake process, workers must conduct a thorough assessment of each participant’s communication needs. This includes identifying preferred languages, modes of communication (e.g., verbal, sign language, or augmentative communication devices), and any barriers such as hearing impairments or cognitive difficulties. Participants should be encouraged to express their preferences, with input from families or advocates if required. The outcomes of these assessments are documented in detail within the participant’s support plan. This ensures that all workers interacting with the participant have clear guidance on how to communicate effectively. The support plan must include specific instructions, such as the use of visual schedules for participants with autism or the need for interpreters for non-English-speaking participants.
Implementing Participant-Centred Communication Methods: Workers are required to tailor their communication methods to align with the participant’s preferences and abilities. For example, if a participant relies on a speech-generating device, workers must ensure the device is fully charged and accessible during every interaction. Similarly, workers must adopt a calm, patient approach when supporting participants with speech or processing delays, allowing ample time for responses. Regular check-ins with participants are essential to gauge the effectiveness of communication strategies and to identify areas for improvement. Workers must also seek feedback from participants about their experiences, encouraging open dialogue and fostering mutual trust. Any identified communication challenges or barriers should be promptly addressed in consultation with supervisors or health practitioners.
Supporting Decision-Making Through Communication: Workers play a critical role in facilitating informed decision-making for participants. This involves presenting options clearly and concisely, using examples, illustrations, or demonstrations where appropriate. Workers must avoid overwhelming participants with excessive information and instead provide bite-sized explanations to aid understanding. Participants should be given time to process information and ask questions before making decisions. Workers must actively encourage participants to express their preferences and respect their choices, even when they differ from what the worker might recommend. For complex decisions, workers should involve qualified practitioners or advocates to provide additional guidance and ensure participants feel fully supported.
Facilitating Community Engagement
Identifying Goals for Social Inclusion: Workers collaborate with participants to identify their aspirations for community participation. This process begins with informal conversations to understand the participant’s interests, cultural background, and social priorities. For example, some participants may wish to join a local art class, while others might priorities reconnecting with family members or attending religious services. These goals are documented in the participant’s support plan, along with actionable steps to achieve them. Workers must ensure that these goals are realistic and tailored to the participant’s abilities, preferences, and circumstances. Where appropriate, workers may also engage families or community organizations to provide additional input or resources.
Addressing Barriers to Participation: Workers must proactively identify and address potential barriers to community engagement. This may involve arranging accessible transportation, identifying suitable venues, or securing financial assistance for participation fees. For instance, if a participant wishes to attend a local sports event but lacks transport, workers might coordinate with community transport services or explore funding options for rideshare programs. In cases where participants face social anxiety or other psychological barriers, workers must adopt a gradual, supportive approach. This could include role-playing social scenarios, starting with small group activities, or seeking input from mental health professionals. The goal is to empower participants to overcome obstacles and build confidence in their social interactions.
Supporting Long-Term Community Connections: Establishing lasting connections requires consistent effort and follow-up. Workers are responsible for helping participants integrate into their chosen activities or communities by facilitating introductions, supporting initial interactions, and ensuring ongoing participation. For example, a worker might accompany a participant to their first few art classes to provide reassurance and help them navigate the environment. Workers must also monitor the participant’s experiences and satisfaction with their community involvement. Regular feedback sessions should be held to discuss any challenges or adjustments needed to enhance the participant’s engagement. This iterative process ensures that community participation remains meaningful and aligned with the participant’s evolving goals.
Monitoring and Documenting Outcomes: Accurate documentation is vital for evaluating the success of community engagement efforts. Workers must maintain detailed records of activities, participant feedback, and observed outcomes. These records are reviewed periodically during team meetings or audits to identify trends, address challenges, and inform improvements in support delivery. For instance, if a participant expresses dissatisfaction with a particular activity, workers should explore alternative options and document the changes made. This ongoing evaluation process ensures that community engagement efforts are both effective and participant centred.
Roles and Responsibilities
| Ref No | Roles | Responsibilities |
|---|---|---|
| 1 | Qualified Health Practitioners |
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| 2 | Workers |
|
| 3 | Management |
|
Record Keeping
- Workers document all participant interactions, including assessments, communication methods, and community activities, ensuring accuracy and compliance with privacy policies.
- Regular reviews of documentation identify trends, inform training needs, and enhance service delivery.
Related Documents
- Support Plans
- Participant Feedback Forms
- Incident Reporting Templates
- Training Records
- Privacy Policy
Reference
- NDIS Practice Standards and Quality Indicators
- United Nations Convention on the Rights of Persons with Disabilities (UNCRPD)
- Disability Discrimination Act 1992 (Cth)
- NDIS Code of Conduct
Review and Updates
This policy will be reviewed annually or as required by legislative changes, organisational needs, or participant feedback. Reviews will incorporate insights from audits, staff, and participants to ensure the policy remains effective and relevant.
