MEALS ON WHEELS CENTRAL COAST LTD

S1-EM-CU&E / Community Understanding & Engagement Policy
Authorized by:Board of Directors / Version: 1.1
Date of Issue:27.11.2015 / Date approved: 27.11.2015
Next review date:26/11/2016
Policy context: This policy relates to Governance
Standardsor other external requirements / Community Care Common Standards –
Standard 1 Effective Management
Legislation or other requirements / Home & Community Care Act 1985
Corporations Act 2001
Corporations (Change of Incorporation) Regulation 2002
Contractual obligations / Department of Health
Department of Family & Community Services

POLICY STATEMENT

  • Meals on Wheels Central Coast Ltd understands and engages with the community in which it operates and reflects this in service planning and development.
  • The organization reviews and plans its services according to community needs and with input from staff, customers and other stakeholders.
  • Possible gaps in support are identified through a review of the profile of the community against the customer group.
  • Special needs groups in the community are identified and support is provided on the basis of need.
  • Funders are consulted in regard to the scope of support and identified community needs.
  • Service management are actively involved with other relevant organizations and in community planning processes.

4.1PLANNING SERVICES

Planningincludes input from customers, staff and other stakeholders and reviews of demographic information on the community and future trends for the population. The Australian Bureau of Statistics (ABS) information is sourced and local knowledge of the demographics is used to inform the planning.

Information from continuous improvement and risk management activities feed into the planning process ensuring ongoing improvements are responsive to community and customer needs.

4.2Customers with Special Needs

Meals on WheelsCentral Coastare aware that we can meet the needs of people with special needs through a range of strategies including:

  • Identifying the special needs groups in the community
  • The provision of written information in key languages if required
  • Having a CD available to explain our Services and products to vision impaired
  • The use of interpreter services if required
  • Ensuring family members are aware of key information and have a copy of written information
  • Regular review and explanation of key service information
  • Training staff in understanding and respecting the special needs of customers
  • Adjusting staff skill, numbers and staff times to best meet customer needs.

4.2.1Aboriginal and Torres Strait Islander Customers

Our organizationendeavors to provide Aboriginal and Torres Strait Islander customers with culturally appropriate services where applicable. The organization can work with local agencies to ensure that services are culturally appropriate and that customers are supported whilst accessing and receiving support.

4.2.2 People Who Do Not Speak English

If a person does not speak English an interpreter can be arranged via TIS. If the person has a family member with them, they are used as the interpreter if this is acceptable to the customer.

4.2.3Customers Who Do Not Read Or Write

In cases where the customer does not read or write, staff can make sure that the information regarding services is clearly explained and understood by the customer and/or their carer. We also have a CD available that explains our services

4.2.4Customers with Dementia and Other Special Needs Groups

When necessary, staff identify the need for support for customers with dementia or other special needs groups, such as those with disability or specific care needs. We make every possible effort to make sure that services are delivered in an appropriate and sensitive way to all people, and in particular, to people with dementia and other special needs.

4.2.5 Prioritizing Services

All other things being equal, priority access to service canbe given to people with special needs, although our services are not wait listed.

4.3Consultations with Funding Providers

If changes in community needs are identified through ongoing informal monitoring processes or through the planning process and these changes cannot be accommodated within the current funding agreement, negotiations are initiated with the appropriate funding providers to vary the scope of the contract. Negotiations involve the Manager and any changes to the contract are approved by the Manager and discussed with the Board.

4.4.1 Program Planning

Management participates in some regional network meetings, in addition our organization is a member of New South Meals on Wheels Association and National Disability Services and contributes to NSWMOWA policy positions in relation to community care.

We also provide regular feedback to the funding provider Project Officers on any program issues that impact on Meals on WheelsCentral Coastcustomers or the management of our service.

4.4.2 Community Involvement

Our organization coordinates with key community service providers including:

  • Hospitals
  • Community Health
  • Other health professionals and
  • Medical practitioners.

The Manager meets with key service providers to:

  • Promote the service
  • Exchange information on community needs
  • Discuss any issues
  • Explore areas for improvement in customer coordination and the delivery of services.

4.5 Marketing Plan

Our organization has a marketing plan that outlines strategies for promoting the service.

4.6 Community Resources Information

MOWCC maintains a good knowledge of community resourcesto ensure:

  • AppropriateCentral Coast agencies in the community are identified
  • Agencies are provided with information about us and our wider services

4.7Monitoring Community Understanding and Engagement Processes

Community understanding and engagement processes are informally reviewed by staff and customers. Other stakeholders are encouraged to provide ongoing feedback on issues and areas where improvements can be made.

DOCUMENTATION

Documents related to this policy
Related policies / MOWCC Policies and Procedures
Forms, record keeping or other organizational documents / Funding agreements and accountability reports
Marketing Plan
Community Resources Information
Strategic Plan
Client Records
Reviewing and approving this policy
Frequency / Person responsible / Approval
Annually / Manager / Board of Directors
Policy review and version tracking
Review / Date Approved / Approved by / Next Review Due
1 / 22/08/2011 / Management Committee / 22/08/2012
2 / 27/11/2015 / Board / 25/11/2016
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