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Human Resource Management Policy and Procedure

NDIS Policies and Procedures Manual – Core Module

Document Number: CM-POL-012

Document Control

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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-012
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

Introduction and Purpose

The purpose of this policy is to establish a comprehensive framework for managing human resources within Holistic Healthcare Management Services, ensuring that the workforce is equipped, supported, and empowered to deliver high-quality, person-centred support to participants.

Holistic Healthcare Management Services is committed to fostering a safe, inclusive, and professional work environment that aligns with the NDIS Practice Standards. This policy underscores the organisation’s commitment to recruiting skilled workers, providing ongoing training, managing performance, and planning for workforce continuity during emergencies.

Through this policy, Holistic Healthcare Management Services aims to build a workforce that reflects the values of respect, integrity, and excellence, prioritising the safety, dignity, and wellbeing of participants.

Scope

This policy applies to all workers employed or engaged by Holistic Healthcare Management Services, including permanent and casual employees, contractors, volunteers, and agency staff.

It encompasses all facets of human resource management, including recruitment, onboarding, training, performance management, emergency workforce planning, and compliance with workplace health and safety (WHS) laws.

This policy is applicable across all operational contexts, including residential, community-based, and administrative settings.

Definition

Term Description
Human Resource Management (HRM) A systematic approach to managing people within an organisation to achieve operational goals and deliver quality outcomes for participants.
Workforce Planning Strategies to anticipate and address current and future workforce needs to ensure service continuity and quality.
Performance Management Structured processes to assess and enhance employee performance in alignment with organisational objectives.
Training and Development Initiatives designed to build the skills and knowledge of workers to meet organisational and participant needs.
Emergency Workforce Planning Contingency measures to ensure workforce availability during unforeseen events, such as natural disasters or health emergencies.
NDIS Worker Orientation Module A mandatory training program for workers to understand their obligations under the NDIS Code of Conduct and Practice Standards.

Outcomes and Indicators

Term Description
Each participant’s support needs are met by workers who are competent in relation to their role, hold relevant qualifications, and who have relevant expertise and experience to provide person-centred support.
  • The skills and knowledge required of each position within a provider are identified and documented together with the responsibilities, scope and limitations of each position.
  • Records of worker pre-employment checks, qualifications and experience are maintained.
  • An orientation and induction process is in place that is completed by workers including completion of the mandatory NDIS worker orientation program.
  • A system to identify, plan, facilitate, record and evaluate the effectiveness of training and education for workers is in place to ensure that workers meet the needs of each participant. The system identifies training that is mandatory and includes training in relation to staff obligations under the NDIS Practice Standards and other National Disability Insurance Scheme rules.
  • Timely supervision, support and resources are available to workers relevant to the scope and complexity of supports delivered.
  • The performance of workers is managed, developed and documented, including through providing feedback and development opportunities.
  • Workers with capabilities that are relevant to assisting in the response to an emergency or disaster (such as contingency planning or infection prevention or control) are identified.
  • Plans are in place to identify, source and induct a workforce in the event that workforce disruptions occur in an emergency or disaster.
  • Infection prevention and control training, including refresher training, is undertaken by all workers involved in providing supports to participants.
  • For each worker, details including contact details and details of their secondary employment (if any) are recorded and kept up to date.

Guiding Principles

  • Competency and Expertise: Workers must possess the skills, qualifications, and experience required to deliver safe and effective supports, tailored to participant needs (Indicator 1).
  • Compliance and Accountability: HR processes will adhere to legislative requirements, including maintaining detailed records of pre-employment checks, training, and qualifications (Indicators 2, 3, and 9).
  • Continuous Learning: Workers will have access to ongoing training and development opportunities to enhance their competencies and support career progression (Indicator 4).
  • Workforce Resilience: The organisation will implement robust plans to address workforce disruptions, ensuring continuity of support during emergencies (Indicators 7 and 8).
  • Participant-Centred Approach: All HRM practices will align with the organisation’s mission to prioritise participant safety, wellbeing, and satisfaction.

Policy

Recruitment and Selection

Recruitment is the cornerstone of building a competent and committed workforce that aligns with the organisation’s mission and values. Holistic Healthcare Management Services is dedicated to employing individuals with the skills, experience, and attitude required to deliver high-quality, person-centred supports. Each position will have a detailed job description specifying responsibilities, required qualifications, competencies, and boundaries of the role to ensure clarity for both workers and participants (Indicator 1). The recruitment process will include a multi-stage evaluation to assess candidates comprehensively, such as structured interviews, scenario-based assessments, and practical demonstrations. Pre-employment checks, including criminal history checks, working with vulnerable people clearances, reference checks, and verification of professional qualifications, will be rigorously conducted and documented (Indicator 2).

Orientation and Induction

Orientation and induction are critical to preparing workers for their roles and ensuring a smooth integration into the organisational culture. All new workers will complete a structured induction program tailored to their role, which includes an introduction to organisational policies, participant needs, and the NDIS Worker Orientation Module (Indicator 3). The program covers participant safety, privacy and confidentiality, reporting obligations, and the organisation’s values, ensuring workers are equipped from the outset.

Training and Development

Continuous learning is essential to maintaining a skilled workforce. Holistic Healthcare Management Services is committed to providing regular training and professional development. Mandatory training, such as WHS, infection prevention, and participant rights, will be conducted annually, with role-specific training provided as needed (Indicator 4). Workers supporting participants with complex or high-intensity needs will receive specialised training to ensure safe and effective care.

Worker Supervision and Support

Effective supervision ensures workers are supported and motivated. Holistic Healthcare Management Services will provide access to regular supervision sessions, including one-on-one meetings, team discussions, and performance reviews (Indicator 5). Workers will also have access to resources such as counselling services and wellness programs to support their mental and physical wellbeing.

Performance Management

Performance management fosters a culture of excellence and continuous improvement. Workers will participate in structured performance reviews, conducted biannually or annually, to evaluate their strengths, areas for improvement, and alignment with organisational objectives (Indicator 6). Development plans will be created collaboratively to address identified gaps and support career aspirations.

Emergency Workforce Planning

Workforce disruptions during emergencies can jeopardise critical supports. Holistic Healthcare Management Services will maintain a robust emergency workforce plan identifying key workers with skills relevant to emergency response, such as infection control or contingency planning (Indicator 7). The plan includes strategies for sourcing, onboarding, and training temporary workers to ensure service continuity (Indicator 8).

Infection Prevention and Control

Infection prevention is critical to participant safety and workforce wellbeing. All workers involved in participant care will complete mandatory training on infection prevention and control, covering hand hygiene, PPE usage, and outbreak management (Indicator 9). Refresher training will be provided annually.

Worker Records Management

Accurate and comprehensive record-keeping is essential for compliance and transparency. Holistic Healthcare Management Services will maintain detailed records for each worker, including contact details, qualifications, pre-employment checks, training certifications, performance reviews, and secondary employment details (Indicator 10). Records will be securely stored in accordance with privacy laws.

Disciplinary Process

A fair and transparent disciplinary process will address instances of worker misconduct, policy breaches, or performance issues. This process includes thorough investigation ensuring procedural fairness, appropriate corrective actions (such as retraining or counselling), proper documentation in the worker’s file, a right to appeal, and supportive measures.

Procedure

Recruitment and Selection

Recruitment and selection processes will be structured and transparent, ensuring every position is filled by individuals meeting defined competencies, qualifications, and experience (Indicator 1). Steps include position identification and job descriptions, advertising and candidate outreach, application review using objective criteria, structured interviews and practical evaluations, mandatory pre-employment checks documented securely (Indicator 2), and formal employment offers with onboarding schedules.

Orientation and Induction

A robust orientation and induction program ensures new workers are fully prepared (Indicator 3). It includes introductions to organisational policies and culture, completion of the mandatory NDIS Worker Orientation Module, role-specific training, evaluation of understanding, and pairing with experienced mentors.

Training and Development

Training maintains a skilled workforce capable of delivering high-quality support (Indicator 4). It encompasses mandatory annual training in WHS, infection control, participant safety, and emergency response, tailored individual development plans, post-training evaluations, and access to external learning opportunities.

Worker Supervision and Support

Effective supervision fosters a motivated and capable workforce (Indicator 5). It comprises monthly one-on-one supervision meetings, regular team-based support, access to wellness and counselling resources, and proactive manager support for worker stress or fatigue.

Performance Management

Performance management aligns employee contributions with organisational objectives while supporting professional growth. Processes involve assessing worker competencies and strengths, providing constructive feedback, establishing development plans, recognizing achievements, ongoing monitoring, ensuring compliance with standards, and fostering continuous improvement.

Emergency Workforce Planning

Workforce disruptions are addressed through contingency workforce identification, rapid induction and training for temporary pools, crisis communication channels, and post-crisis evaluations to improve future strategies (Indicator 8).

Disciplinary Process

Misconduct or policy breaches are handled through thorough investigation ensuring procedural fairness, corrective actions ranging from retraining to termination, and provisions for appeals and support.

Roles and Responsibilities

Ref No Roles Responsibilities
1 Board and Management
  • Policy Oversight: Approving and reviewing HR policies to ensure alignment with organisational goals, compliance with legislation, and relevance to industry best practices.
  • Resource Allocation: Ensuring adequate resources are allocated to support recruitment, training, workforce planning, and performance management processes.
  • Strategic Planning: Overseeing workforce planning strategies, including contingency workforce plans for emergencies or disruptions, to ensure service continuity.
  • Risk Mitigation: Identifying and addressing workforce-related risks, such as skill shortages, worker safety, or compliance lapses, through proactive policy implementation and monitoring.
2 Supervisors and Managers
  • Recruitment and Induction: Collaborating with HR to define role requirements, participate in candidate evaluations, and ensure new hires complete orientation and induction processes.
  • Performance Management: Conducting regular performance reviews, providing constructive feedback, and developing individual development plans for workers.
  • Support and Supervision: Offering ongoing guidance and support to workers, including one-on-one supervision sessions and team-building activities.
  • Policy Compliance: Ensuring that workers adhere to organisational policies, including safety, privacy, and participant rights.
3 Human Resources Coordinator
  • Records Management: Maintaining comprehensive and up-to-date worker records, including qualifications, pre-employment checks, training attendance, and performance documentation.
  • Training Coordination: Organising and tracking mandatory and role-specific training programs to ensure compliance.
  • Incident and Grievance Support: Supporting workers and supervisors in addressing grievances, managing disciplinary actions, and ensuring due process.
  • Reporting and Compliance: Generating regular reports on workforce metrics, such as training compliance, performance outcomes, and workforce risks.
4 Workers
  • Compliance with Policies: Adhering to organisational policies, including privacy, infection control, safety, and participant rights.
  • Training and Development: Actively participating in training programs and competency assessments to maintain and improve skills.
  • Incident Reporting: Promptly reporting any incidents, risks, or concerns to their supervisor.
  • Collaboration: Working collaboratively with colleagues, supervisors, and participants to deliver high-quality, person-centred support.

Record Keeping

  • Worker Records: Comprehensive records including worker contact details, qualifications, pre-employment checks, secondary employment details, and role-specific certifications are maintained, updated annually or upon significant changes, and stored securely with restricted access.
  • Training Records: Detailed records of all training sessions, attendance, assessment outcomes, and certifications are maintained and reviewed periodically.
  • Performance Documentation: Comprehensive documentation of performance reviews, feedback, development plans, corrective actions, and disciplinary records are securely stored.
  • Workforce Planning Records: Emergency workforce plans and post-emergency evaluations are documented and reviewed regularly.

Related Documents

  • Human Resource Register
  • Staff Information Form
  • Position Descriptions
  • Staff Onboarding Checklist
  • Staff Induction Checklist
  • Staff Training Plan
  • Skill Assessment Form
  • Staff Handbook
  • Staff Commitment Declaration Form

References

  • NDIS Practice Standards and Quality Indicators
  • Fair Work Act 2009 (Cth)
  • Privacy Act 1988 (Cth)
  • Work Health and Safety Act 2011 (Cth)
  • National Disability Insurance Scheme Act 2013
  • NDIS Worker Orientation Program

Policy Review

The Human Resource Management Policy will undergo an annual review to ensure its relevance, effectiveness, and compliance with current regulatory requirements, including the NDIS Practice Standards and applicable legislation. This process will incorporate stakeholder feedback, assess compliance with legal and industry changes, evaluate current practices, and identify opportunities for continuous improvement.