Commitment to Clients

Carers Link are committed to providing quality, culturally appropriate care services that are tailored to each individual’s specific needs. Our staff respect the rights of our customers at all times, and aim to fulfill their needs and help achieve their goals in the least restrictive way.

So that we can provide a range of culturally appropriate services, Carers Link endeavour to employ carers with a range of linguistic, physical and cultural skills to best meet the needs of our customers. Our staff also receive cultural awareness training upon commencement.

Carers Link is committed to upholding the human and legal rights of its clients. Should a customer require support in exercising those rights or having their voice heard, they are encouraged to make contact with their Coordinator. Carers Link can provide information, referral and support to any customer who feels unfairly treated or unsafe.

Carers Link customers can be assured of accessing a fair and safe service in accordance with our service agreements, and below is a list of our clients rights and responsibilities.

If you have any particular cultural or personal requirements, please don’t hesitate to discuss these with us.

Our customers have the rights to:

  • Be treated equally regardless of age, gender, race, religion, ethnicity or disability;
  • Social justice, to be treated in a fair, dignified and respectful manner;
  • Human rights and freedom of abuse and neglect;
  • Empowerment, decision making and choice;
  • The least restrictive alternative;
  • Strengths focused, person centred support;
  • Qualified, reliable and friendly staff;
  • Community participation and integration;
  • Valued roles in the community;
  • Quality services, appropriate to their needs and age;
  • Services that are culturally sensitive;
  • Access personal information held by Carers Link;
  • Complain without fear of retribution;
  • Refuse a service without it prejudicing future access;
  • An advocate or support person of choice.

In cases where a client has a legal guardian or advocate appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements.

You can use an advocate or support person of your choice to help you access the services you need, make decisions about your support and to ensure your voice is heard. Advocacy can be provided by friends, family, professional services or you may feel confident advocating your own needs. If you require further information on accessing an advocate please contact us and we can refer you to someone who can help.

Our customers have the responsibility to:

  • Provide a safe, secure, smoke free and comfortable environment for staff;
  • Treat staff with fairness, honesty and respect;
  • Respect staff member’s right to privacy;
  • Notify Carers Link of cancellations or changes to service with as much notice as possible;
  • Care for own health and well-being, as far they are able;
  • Provide information to Carers Link on their needs and preferences;
  • Inform Carers Link of changes to the care plan or agreement;
  • Provide constructive feedback to Carers Link about the service’s performance.

Boundaries are also put in place to protect the rights of the client, their carer, staff and Carers Link.

Staff may be breaching boundaries by:

  • Becoming personally involved with a client or family member;
  • Giving out personal details such as phone numbers;
  • Visiting clients outside of scheduled times;
  • Accepting or asking for monies, goods or gifts from a client;
  • Signing and completing of personal documentation where there is no authority to do so;
  • Purchasing items for the client with the client’s money without authorization;
  • Undertaking personal errands including shopping whilst on community access with a client;
  • Support staff (with the exception of host home staff) are at no time to take clients to their own home.