Welcome to Made To Help Pty Ltd, we support people on NDIS Scheme, with Core Supports Funding.
We have a large mix of clients we support Mental Health, Physical, Neurological and Developmental disabilities.
Our core values are Respect, Trust, Perseverance and Responsiveness.
Key Contact Numbers at Made To Help Pty Ltd
Milan Pintar Director Phone 0499 499 103 Milan@madetohelp.com.au
Lesley-Anne Adamson CEO Phone 0412 491 254 Lesley@madetohelp.com.au
Ammarah Kahlon Shift Coordinator Ammarah@madetohelp.com.au
Maria Arugay Rostering email: maria@madetohelp.com.au
Our Support Coordinators who deliver NDIS Support Coordination to our NDIS clients can be found https://madetohelp.com.au/about
If you need to contact any Support Coordinator for a particular client you are working with, please direct your queries to Lesley or Shift Coordination and information will be relayed accordingly to the support coordinator for further follow up.
You can find useful forms that cover case notes, incidents, pay enquiries, superannuation updates, new roster requests, etc here: https://madetohelp.com.au/workers
NDIS CODE OF CONDUCT: You are working under NDIS rules and Guidelines, and the NDIS Code of Conduct applies to all contract support worker staff. If you do not understand something of the code attached to this document, please ask us to explain.
Incident Reporting: It is your responsibility on shift with our client and as a support worker to report any incidents that occur that day, to be reported to Lesley/Shift Coordinator/Rostering on the day of the incident.
An incident might be eg a client’s ill health or confusion, a client falling over or mismanagement of medication. You will need to report this via a phone call and then you will be asked to write the incident down on your case note sheet within 24 hours. Please stipulate as much details as possible eg; what happened, how it happened, who was involved and what steps were taken to manage safety and risk on the day.
Serious Incidents: May require you to call an ambulance, police, or other emergency service, it is your Duty to call the Made To Help Pty Ltd team to report you have engaged these services for a client on shift, that day.
Any other medical incidents, like a trip to GP OR unplanned Emergency Department visit will also need to be reported on the day, as well for further monitoring and future documentation.
Confidentiality: It is your responsibility to maintain confidentiality of client personal information, eg; personal details, address, name, age and diagnosis, relationships to be all confidential. It is only to be shared with relevant stakeholders for the purpose of delivery NDIS services and with the clients shared written consent. Any misconduct with Confidentiality is an instant dismissal without pay.
Case Noting: You are required to fill out a case note on careflo, every single shift. If the case note is not signed by the participant/client, you will NOT be paid until it is signed. You can contact Shift Coordinator for any careflo entry guidance or over the phone training.
OR Email: Maria@madetohelp.com.au
OR Email: Ammarah@madetohelp.com.au
Any late case notes received will be paid the following week.
Link to Instructions: Support Worker Basics Guide.docx
Correspondence from the shift: If a piece of information arises from the direct support shift, you will need to advise shift Coordinator on the day, Eg; if a client has an urgent appointment that week, and they need a second shift booked, you will need to relay this via phone, text message or email on the day to inform of further bookings required to be arranged appropriately.
If a client asks you for an extra shift that week, you will need to call the office directly to have that conversation about a booked future shift.
If a shift is not approved by the office prior to the date, we are unable to pay you for your time. All shifts must be pre-approved before the date, as we have strict client Core Support budgets to adhere to.
Kilometres on shift: It is your responsibility to record in Careflo your KMs, tolls and other costs from the client’s home, your place of work, to the client’s choice of destination and back.
eg. shops and record the distance, back to the client’s home. It is your responsibility to document the reason for the KMs on your Case Note sheet and enter a seperate KM note.
If the client requires you to take Public Transport, then it is your responsibility to have your own current fare arrangements. If the client asks you to go via a Maxi Taxi, the client will need to fund Taxi from their own NDIS funds or personal funds.
Medication Management: At Made To Help Pty Ltd, we are Not Registered to give out Medications to participants but we can prompt and remind clients to take their medications on time. If a Participant has medications to be taken on shift, we will supply you with a Medication Management Form which details exact instructions on how to administer as per GP guidelines. We will also supply you with a copy of our Policy and Procedures on Medication Management for you to read. We recommend our clients have medications stored in a Dossett or webster pack prior to shift.
Cost of Parking: It is your responsibility to retain a receipt from your parking, if you need to park somewhere for a client, then you will be paid back for the cost with proof of receipt only. Any fines, occurred during a shift, are your responsibility to pay.
Lateness to shift: It is your responsibility to notify office on the day if you are going to be late to a shift. We will let the client know that you are going to be late, either via text message or phone call on the day.
Cancelled shifts OR you are unwell: If you feel unwell on the day of a shift and cannot make it, it is your responsibility to contact the Shift Coordinator on the morning/day of shift to advise this. The client will not be charged for the shift if the support worker cancelled. In turn, if the client cancels the shift on the support worker without 48 hours’ notice of the shift occurring, then we can charge a late cancellation fee, which we will pass on to you, first three hours only.
The client has been informed about late cancellation fees and notice, it their written Made To Help Pty Ltd Service Agreement.
Use of Mobile Phone on shift: Your mobile phone on shift is to be used to make phone calls to our office for questions, information and for emergency use only. We would appreciate if you do not sit on your phone whilst on shift with a client, it shows you have a lack of regard for their presence or care needs.
Gifts: We have a NO Gifts Policy here at Made To Help Pty Ltd. This means that you cannot receive any gift or item from a client, to take home.
We understand that on shift, a client may ask to give you a cup of tea, drink, or biscuit/piece of cake. This is perfectly fine to accept and is considered reasonable to accept these things.
If a support worker wants to gift something e.g. food item to a client for example, Fresh lemons off the support workers tree, then this will be allowed, as long as it’s not a regular occurrence with the client.
Professional Boundaries VS Friendships: As a qualified support worker with a certificate 3 or 4 Community Qualification, you are expected to always maintain professional boundaries. This means we are not the client’s friend, and we are there to provide a service to them, within the scope of support work, enabling them with daily living tasks, meal preparation, shopping, medication prompting (only) and attending appointments and life activities in the community.
First Aid & CPR Training: We need you to communicate with us, when your last First Aid Training and CPR were done, and we need to see written proof upon onboarding. If your First Aid or CPR are out of date, it’s your responsibility to get this completed.
Complaint Management: Any complaints reported to the senior team at Made To Help PTY Ltd, will be followed up by Milan Pintar (Director), within a 24 hour to 2 day turn around, depending on the severity of the event. We expect you to work with us, to resolve any arising issues or complaints and adhere to safe work practices. If a Reputable incident has occurred on shift, eg; client being assaulted by staff member, harm or personal neglect towards a client this is considered an instant dismissal, and you will not be paid for the shift undertake. We are also obligated to report all misconduct and neglectful behaviour from a support worker to the Quality and Safeguards Commission for further follow up OR report to the Police authorities.
Reflective Practice: At Made To Help Pty Ltd, we work from a Reflective Practice framework, which means we are here to support our client with exercising choice and control over their day-to-day life and decisions. We are here to support and facilitate them with their chosen life goals and work on NDIS goals by asking them questions about their wants and needs, we do not make decisions on their behalf, judgements, or assumptions about a client we are supporting.
We operate from a strength’s perspective, which means we focus on what they are good and excel at. We do not inhibit their environment in a way which constricts them OR restrains them from doing tasks themselves, within their level of capability or knowledge. We ensure safety aspects are always kept in mind and take steps to report any issues accordingly.
We work with people from varying backgrounds, and we support anyone from different cultures, religions, gender and LGBTQI+ or any other group of individuals who are considered marginalised.
I have read and understood all the items listed above and I understand my role as a support worker with Made To Help Pty Ltd and I will abide by the NDIS Code of Conduct.