Acorn Home Support Client S Handbook
Client HandbookFORM 6.3
Moree Family Support Inc.
Client’s Handbook
What is Moree Family Support Inc?
Moree Family Support Incorporated exists to assist families, youth and children in the Moree Plains Shire to achieve greater independence, self reliance and dignified wellbeing, for the benefit of the individuals involved and for their communities, in a safe environment.
How does the service operate?
The service is managed by a community based Committee which is elected annually. The day-to-day operations are carried out by paid staff, but volunteers provide some of the services.
Moree Family Support Incorporated employs the following staff:
1Manager(Full time)
1Administrative Assistant(Part time)
2Family & Adolescent Support Worker(Full time/Part time)
1Playgroup Leader(Part time)
1SHLV Case Manager(Full time)
1SAAP Case Manager(Full time)
1Family Links Coordinator(Part time)
1Aboriginal Support Worker(Part time)
4Child Care Workers(Casual)
What is the role of the Manager?
The Manager is employed by the Management Committee to run the service. The Manager is responsible for:
- the work of the staff and volunteers;
- assessing applications for services;
- liaising with other agencies;
- assisting the Committee to evaluate and plan the service.
What services are available?
The organisation currently provides the following services:
Family & Adolescent Support Program
The Family & Adolescent Support Program provides support to families, youth and children in the Moree Plains Shire. The supports provided to families, youth and children include parenting programs, living skills and home management, advocacy, information, referral, case management and group programs. Moree Family & Adolescent Support also operates a playgroup each Monday morning from 10:00am. All activities are free.
Contact DetailsFamily & Adolescent Support Workers
Playgroup Leader
6752 4536
Monday to Friday
8:30am to 4.00pm
Family Links Project
Moree Family Links Project
A program funded through the Families NSW Initiative, the Primary target of the service is expecting parents/carers of new babies and or children up to the age of eight years of age. Within this group priority will be given to first time parents, teenagers, families with special needs and families with limited support networks and particularly those with additional needs (including Indigenous parents, parents form other cultures and to parents or children with disabilities.
Sullivan PlaceMonday from 10:00am
South Moree Tuesday from 11:00am
PCYC FitnessTuesday from 9:30am
Special NeedsWednesday from 10:00am
Outreach PlaygroupWednesdayfrom 10:00am
Playgroups are free. This program can also provide home based support to families.
Contact DetailsMoree Family Links Coordinator
Aboriginal Support Worker
02 6752 4536
Monday to Thursday
8:30am to 3:00pm
Staying Home Leaving Violence (SHLV)
SHLV is a specialized domestic violence program aimed at preventing clients from becoming homeless. The SHLV service model is based on intensive case management which is long term. SHLV targets women aged 18 years and over who have separated from a violent partner of family member and choose to remain in their own home or home of their choice.
Contact DetailsSHLV Case Manager
02 6752 4536
Monday to Friday
8:30am to 4:00pm
Moree Youth Homelessness Project
The Youth Homelessness Project will assist young people over the school leaving age who are homeless or at risk of homelessness. Priority will be given to young aboriginal people, young people with dependent children and young people with special needs. The Youth Homelessness Project will be responsible for developing appropriate strategies in conjunction with local service networks (including housing providers) to enhance the target group’s access to appropriate, affordable, supported accommodation.
Contact Details
Case Manager
02 6752 4536
Monday to Friday
8:30am to 4.00pm
How do I obtain assistance?
If you would like assistance or further information ring the Manager or a Support Worker on 6752 4536.
A staff member will arrange an appointment to assess your needs. If Moree Family Support Inc. is not able to assist you, the Manager or a Support Worker will let you know of other available services and arrange a referral if required.
What is a case plan?
Your Support Worker will try to offer you a range of services that will meet your needs. If you agree, these are developed into a case plan which sets out what services you will receive and when.
Reviews are carried out quarterly to see if your need for services has changed.
If you feel your needs have changed please advise a staff member or contact the Manager directly.
Note:Services may change or cease if it is considered that you no longer need a service, or other people have a greater need. Services will not be reduced without first consulting you.
Privacy and Confidentiality of Information
The only information held by Moree Family Support Inc. about a client will be information necessary to assess the need for a service, and to provide the service. Information should be as non-obtrusive and objective as possible, yet relevant and up-to-date. The client has the right to withhold information for privacy reasons.
Information about a client will not be shared with another agency without the written permission of the client. However there is a legal requirement to break confidentiality in cases involving child abuse, abuse of the elderly, or if a client is a danger to themselves or others.
What if I’m not happy with the service provided?
We aim to provide a high quality service, so we would like to know if you have any concerns with the service.
Your service will not be stopped if you complain.
If you do not feel comfortable with the Moree Family Support Inc. staff member who visits you, please inform the Manager. A change of staff can be arranged if necessary.
What are my rights?
- you have a right to complain or express your concerns about a service without fear of losing the service or suffering any other recriminations;
- you have a right to have your complaints dealt with fairly and promptly;
- you have a right to be represented by an advocate of your choice;
- you have a right to be informed about what services are available;
- you have a right to be assessed to receive services without discrimination;
- you have a right to choose what service(s) you will receive;
- you have a right to privacy and confidentiality. You can expect that no information about you will be provided to anyone outside of Moree Family Supportwithout your permission, however there is a legal requirement to break confidentiality in cases involving child abuse, abuse of the elderly, or when a client poses as a danger to themselves or others;
- you have a right to view any information about yourself, held by Moree Family Support Inc..
Please note that we do not have money to give to financially struggling families, although we do offer budgeting class and we can refer to other organisations that may have emergency funds.
What are my responsibilities?
- you should let the agency know if you are not going to be at home when a staff member is due to visit;
- you should act in a way which respects the rights of other clients and Moree Family Support Inc. staff;
- you need to take responsibility for the results of any decisions you make;
- you are to play your part in helping Moree Family Support Inc. to provide you with services.
Workers have rights too?
- To be treated with dignity and respect
- To have a private and personal life outside the service- this means that individual workers must be contacted through the office during business office hours.
- To be told as soon as possible if you can not keep an appointment
Workers may not?
- Attend social functions at the invitation of clients
- Receive gifts or money from clients
As a service we take our rights and responsibilities seriously and we always endeavour to establish a supportive, caring and professional relationship.
If you feel your rights are not being respected or if you have any other complaint or concern about the services you are receiving you can try any of the following:
- if you feel comfortable about it, you could discuss the situation with the member of staff concerned - this may lead to a quick resolution of the difficulties;
- if the above is not appropriate or fails to sort out the problem you can contact the Manager directly on 02 6752 4536;
If this is unsatisfactory you can write to the President at:
Moree Family Support Inc President
PO Box 1492
Moree NSW 2400
Marked CONFIDENTIAL
You can also contact the Department of Community Services on 6774 9800
There are free and confidential services that can assist you in working through any complaints or concerns about the service you are receiving.
Remember . . .
It is your right to make a complaint or to voice any concerns you may have
with services received from Moree Family Support Inc.
Can someone else speak on my behalf?
Yes! You can ask a family member or friend to advocate on your behalf.
How much will the service cost?
The services provided by Moree Family Support Inc. are free of charge. Some programs may incur a small fee. If you are unable to afford this fee, access to that program will not be denied.
What about smoking?
All of our staff and volunteers are asked not to smoke in people’s homes.
We also request that you do not smoke whilst a staff member or volunteer is in your home.
What happens if I’m not at home when staff visits?
It is important that you let the staff member know if you are not going to be at home for a set appointment. If you are unable to contact the staff please ask a relative, friend or neighbour to contact us.
If we do not hear from you, we may worry that something is wrong.
You can contact us at:
233 Balo Street, Moree. Phone 6752 4536
Please leave a message on the answer machine if the office is unattended.
Funding
Moree Family Support Inc. receives funds from the Department of Community Services, Department of Families and Community Services, Department of Education and Training
Moree Family Support Inc. acknowledges the support it receives from the Department of Community Services, Department of Families and Community Services, Department of Education and Training
Date last updated: 22/4/08 Authorised by: ______Page 1