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 clients at all times, and aim to fulfill our clients 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 clients. 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 client 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 client who feels unfairly treated or unsafe.

Carers Link clients can be assured of accessing a fair and safe service in accordance with our client 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 clients 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 clients 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.


Creating safe and supportive service environments for children and young people is everyone’s business. Our organisation is committed to providing the highest standard of service to children and young people and ensuring they are kept safe from harm. In order to create a safe and supportive service environment for children and young people, organisations must initiate and maintain ongoing planning and commitment. In a safe and supportive environment, services and activities are provided so children and young people:

  • Feel safe and protected from harm
  • Help plan activities and make decisions
  • Are consulted and respected, and
  • Have their best interests considered and upheld

In accordance with the Commission for Children and Young People and Child Guardian Act 2000, Carers Link is required to have a written child and youth risk management strategy to protect the children and young people in our organisation from harm. The strategy will help ensure our organisation is a safe and supportive service environment for children and young people, by identifying and minimising risks. Screening employees and volunteers through the blue card system is part of the strategy.

The child and youth risk management strategy addresses the following elements:

  • A statement of commitment
  • A code of conduct for interacting with children and young people
  • Procedures for recruiting, selecting, training and managing paid employees and volunteers
  • Policies and procedures for handling disclosures or suspicions of harm, including reporting guidelines
  • A plan for managing breaches of the child and youth risk management strategy
  • Policies and procedures for implementing and reviewing the child and youth risk management strategy and maintaining an employee register for blue cards
  • Risk management plans for high-risk activities and special events, and
  • Strategies for communication and support

As a parent/carer, it is important for you to understand the policies and procedures that form the child and youth risk management strategy. A copy of the strategy is available upon request from your coordinator.