Your SIL registration pack

Ella tells me what matters to her and I follow her lead: something her workers already fit around - a food, music, a family day.

Policy 14, my supported decision-making procedure, tells a worker to follow what matters to her culturally and in her faith. I added the missing lines and dated it the day you signed Policy 14, and it has run from then. She and I fill in the one-page profile it names, kept under supported decision-making, in her words: her background, the language at home, a faith or none, what she marks in the year, who she counts as family. Beside each line goes what a worker does about it, so it reaches the shift. Where I am unsure I ask her. She decides what goes on it, and what stays off.

Practising it is the point. Workers get her to what she takes part in outside the house - a service, a club, a gathering, and I roster around days or times that matter to her, not the other way round. Whether she wants a worker alongside her, or left out of it, is her call. No worker is to bring their own faith or politics into her home, and one who judges a choice of her instead of supporting it loses her shifts.

How much Ella tells anyone about herself is for her to decide, not her workers. In the community they are beside her as people first, and say who they are to a stranger only when it helps her. A worker who says more about her than they need to hears it from me, covered under human resource management.

That standard sits in Policy 9, my privacy, confidentiality and records procedure. I closed the gaps that were mine, and it has applied from the date you dated Policy 9.

Its one-page consent form asks her what I may collect and why: her plan, contacts, health and a shift note, who else may be told, and whether I may take photos or video of her. She can say no to any line without losing supports. Before she signs it I check whether a camera or video doorbell at her house records her, and whose it is.

Ella runs her own life. Who she spends time with, who comes to her home and anything to do with intimacy are her to decide, not mine to approve.

Policy 16, my worker engagement agreement, already says it: her private life is her own, who she sees is not discussed with anyone, and a question about it comes to me. Every worker signs that agreement before their next shift, and none of them works without it.

She has not raised a relationship or a partner with me.A or B If she asks, she is pointed to her GP or a service she picks, not my opinion.

A bad coughing fit at dinner in July ended with her worker stopping the meal and staying with her until it settled, set out under incident management. The bigger risk is quieter: a worker alone with her inside her home.

Policy 8, my procedure for preventing violence, abuse, neglect, exploitation and discrimination, has been in force since the date you signed Policy 8. Section 6 matters most here: anything about my conduct goes straight to the NDIS Commission, or to police if she is in danger, and I take no part in it. Concerns about me go to the name and number of someone outside your business who has agreed in writing to look at concerns about you.

The policy sets the five words out plainly, with what each looks like in her week. Screening is the first gate under human resource management, required before any shift from lodgement, and the daily rules are plain: no worker may borrow from Ella, sell to her or take a gift, and shopping for her follows Policy 6, my money, property and daily living procedure.

Ella deals with me: rostering, hiring, money and paperwork are mine. What fits me to hold them is one line: your experience and quals, set out in Attachments 1 and 2.

She has a say: from registration I ask her every three months what to change, and nothing I write reaches a worker before we go through it.

Policy 3, my governance, delegation and conflict of interest procedure, has run since the date you signed Policy 3: what the company owes and when (ASIC, BAS, GST, what I charge her plan, screening before a shift), and how quality and safeguarding reach me in my monthly governance hour. Two of mine are in it now: who prepares your BAS and ASIC, and whether your workers are employees or contractors.

Ella's supports carry three risks I can name without opening a file: choking or coughing at a meal, as in the July dinner under incident management; the night, when the sleepover worker is asleep on site and gets up only if Ella calls out: what happens for Ella overnight; and financial, because a small service leans on few funding sources, so a change to her plan has to be planned for.

Policy 11, my risk management procedure, and Attachment 10, my risk register, are sized for one house and a few workers, in force since the date you signed Policy 11 and Attachment 10. Its rows are started, not scored: those three are already R-07, R-01 and R-05. I rate each for how likely and how bad, with its control, who acts and the review date: the financial risk unlikely this year, serious if it lands, its control is what you keep in reserve, or that you are building one.

Policy 11 covers the eight areas the Standards list: incidents, complaints, finance, governance, workers, information, work health and safety, and emergencies, the last in Policy 2, my emergency plan. Infection and outbreak risk is a line in it, controlled under safe environment. Being the only director is its own risk, so the register carries my backup under governance and a shift I cannot fill.

One house, one participant and a few workers make a scale small enough for me to check everything myself, and small enough that every check is mine to make. I judge it by Ella: whether the supports she agreed to are the ones she gets.

Policy 10, my quality management manual, took effect on the date you signed Policy 10. It maps what this service has to meet against who carries each, which is me: the NDIS Act and my registration conditions, these Standards, the Code of Conduct, the screening and reportable incident rules. I worked through it and filled in its blanks, starting with how many workers you have engaged. I check it every six months and re-date it every year, or sooner after an incident, a complaint or a change to her supports.

Its quarterly self-check is my audit schedule: four things are on every check, each worker's screening clearance and signed agreement, the incident and complaint records, whether the bedtime medication reminder happened, and how the hours with nobody rostered were covered. Each quarter also takes a block of these outcomes, so all 28 are gone through in a year, the first within three months of registering. The check has a date in my diary before the quarter starts.A or B

Everything recorded about Ella is written as though she will read it, because it is her to read.

Policy 9 already covers this from privacy and dignity; what matters here is what happens to that file day to day.

Her written consent, set out under privacy and dignity, covers what I collect, why and who sees it, and names the exceptions: a court order, a reportable incident or a serious risk to someone's safety can take her information out of my hands without her consent. Before she signs it I go through where her file is kept, who opens it and what each part is used for, and she can see anything I hold within seven days, the period Policy 9 sets, have her correction written beside mine, or withdraw a consent in writing, and nothing she gets is cut for it.

Ella's mum rang me in month and year she told you, upset that a new worker had moved Ella's photos off the fridge without asking. I apologised, put the photos back with Ella that afternoon and told both workers nothing in her room or on the fridge gets moved unless Ella says so. What I told Ella about it: Say whether you told Ella what you had done.

Policy 1, my complaints and feedback procedure, is written for one house and a handful of workers, and follows the NDIS (Complaints Management and Resolution) Rules 2018. It has run since I dated it, the date on your signature, with my mobile and the hours I answer it written in. My complaints register, Attachment 6, carries her complaint as COM-001, open until I write the outcome.

Policy 1 ends with a page for Ella: tell me any way you like, or go past me to the NDIS Commission or the advocacy service you will name, free and working for her, not me. I read it through with her, she keeps her copy, and complaining changes nothing about her supports.

I sat my afternoon worker down in August after she said she felt rushed at dinner. We moved dinner prep earlier and the grocery run to the morning shift. She has been happier since. The documents behind it run from the date you signed the worker documents.

Attachment 2, my position descriptions, sets out what each role does and its limits. Policy 16, my worker engagement agreement, records each worker's contact details, clearance and first aid expiry and any second job; quals and work history go in their file.

After lodgement nobody takes a shift without that signed agreement, a verified clearance and induction on Ella's routine; the NDIS Worker Orientation Module follows the Policy 16 dates. It also puts first aid and infection prevention and control on every worker within three months of registering, then yearly.

Keeping both of Ella's shifts filled is what this service is built around. The roster goes to Ella before it goes to the workers.A or B

What sits behind that is written down. Policy 2, my emergency and disaster management plan, sets the roster a fortnight ahead with a backup named against each shift, and Policy 16, my worker engagement agreement, has a worker tell me the moment they know they cannot work. Both have run since I dated them, the date you signed Policy 2, Policy 15 and Policy 16, with what nobody else could put in written in.

Cover then runs in one order, for an absence or a vacancy: the backup named on the roster, then the other workers, then me, and nobody takes a shift without the screening check and induction under human resource management, short notice included. Whoever takes it reads her support plan, kept under support planning, beforehand, so they work to her preferences, not mine.

Two shifts a day and me on the end of the phone: keeping that running for Ella through a storm, a blackout or a sick worker is what has to hold before, during and after an emergency. Policy 2, my emergency and disaster management plan, has applied since the date you signed Policy 2 and Attachment 8. Ella and the people she names as her support network read it with me, and the street address, and what the council map shows for it goes into its hazard table. It names what cannot stop, how we get ready, the first hour, what gets cut back, how cover reaches her the same day, and how a change reaches Ella first, then them, then the workers. Attachment 8 is her own one-page plan, which she and I fill in together (done or due, and the date): the hours no worker is rostered, and where she goes if the house cannot be used, and who has agreed to have her. The plans are mine to run: they say what I decide and what a worker does without waiting for me. We have never run a drill; within a month of registering I walk one kind of emergency through with Ella and a worker, then one a quarter, and fix what did not hold.A or B I read them again at the end of any day an emergency runs, and each day a long one lasts. Every six months, and after any event, I go through both with them and change what is wrong. They each keep a copy, and every worker gets both. Nobody works a shift without going through them with me and signing, on the training plan under human resource management.

Help with daily living in her own home and out in the community is the whole of what Quillbrook Living offers Ella, in set shift hours, none overnight.

Policy 13, my support plan and service agreement templates, sets out the supports I provide, what they cost and how I claim them, with the same page in Easy Read. I fill in your shift rate, from the current NDIS Pricing Arrangements and Price Limits and whether her plan is self-managed, plan-managed or NDIA-managed, read it through with her in her words, and it runs from the day we both date our signatures, under agreements with participants. What I can take on, and what I would turn down, is this: who you can take on, and what you would turn down.

Her home and the places she goes are where my work happens, so they answer to her, not my roster: anything Ella has asked to be different about her house or how a shift runs, or that nothing has been needed so far. From lodgement every adjustment gets a line saying why: her health, her privacy, doing more herself, and I check at each visit that it still fits.

Ella says what she wants out of a day and I roster to it: what she says she wants from her supports. Policy 13 holds my support plan and service agreement templates. With her written consent she and I fill it in with anyone she wants there, such as family, asking the health and allied health people she sees what I cannot see, so her needs, likes, strengths and goals come from her and them. We date our signatures on it (done or due, and the date), and it is live from then. Her NDIS plan goals go in beside the ones she says out loud.A or B

Her risks go in, worked out with her: each gets a strategy and who acts, copied into Attachment 10, my risk register, whose rows are started, not scored. Two lines matter most: what she depends on my workers for, and her health and safety if a shift or the service stops. Preventative health gets dated lines: vaccinations, dental, a yearly health check, allied health and who takes her.

She keeps it in plain English, read through with her, not handed over, a copy in the shift folder. With her consent it goes to who she wants it shared with: family, her GP, support coordinator.

The supports Ella gets were settled face to face, when you agreed this with her, and who else took part, if anyone. Ella and I read the service agreement template in Policy 13 through together and both sign it (done or due, and the date).A or B

It sets out what each shift is for, who turns up, what her plan pays for, and what she can expect of me. We set its conditions together, the conditions you attach, such as notice to cancel a shift, and each carries a line saying why it is there.

How she takes information in best goes in the profile under supported decision-making. We go through it section by section in ordinary words, and I ask her to say back in her own words what she is agreeing to before she signs. She keeps a copy signed by both of us, and if that is ever not practicable, or she chooses not to have one, I record the date, the reason and what we agreed instead.

A worker starts at seven, and half the time Ella is already up. The morning worker helps her get up, shower and have breakfast at her own pace.

Policy 7, my practice statement, says the day starts at her pace and a worker does things with her, not for her, and it names the practice: person-centred, trauma-informed and active support. I filled in the blanks only I could, and it has applied since the date you signed Policy 7.

This goes into the support plan kept under support planning: her goals, what each shift is for, how she wants to be woken and how her morning should go, and what she wants left to her.

Ella came to Quillbrook Living the month and year she started with you.A or B Since then, any time she has been away, such as a hospital stay, or that it has not happened.

Policy 15, Transitions in and out of the service, gives a page in, a page for a time away, a page out, and Ella's own copy. She and I go through it together and add what only we know; it has applied since the date you signed Policy 15.

Her entry record was never written before, so she and I write it together, dated the day we do it and not backdated (done or due, and the date). An exit plan runs the same way if she moves on, each naming who is told and when. Leaving is the notice and handover under continuity of supports; it does not touch her housing, under tenancy and housing arrangements.

The same few workers cover Ella's week. From lodgement she meets each new one first, under responsive support provision, each shows photo ID, and a sheet of names, photos and shifts stays where she can see it.

Ella, who walks it with you and I walk the house room by room (done or due, and the date): smoke alarms, kitchen, heating, locks, where she goes. What we find goes on Attachment 10, my risk register, beside the seven risks on it.

With her written consent, I ask whoever treats her what hazards I miss; what they flag I fix or add to that register, and workers hear it next shift. Ella needs help to communicate, so her file carries what she uses: pictures, an app, an interpreter, and what a worker does and how she shows you she is unwell or in pain.

Money changes hands at the grocery shop, set out under responsive support provision. Whether she pays at the till herself, or hands a worker cash, is not written down yet; until it is, nobody touches her money outside Policy 6.A or B

Policy 6, my money, property and daily living procedure, has applied since the date you signed Policy 6, with the blanks only I could answer filled in. What is her stays her to spend as she decides: she clears no purchase with me and I set no limit.

No worker holds her bank card or is told her PIN. Where she wants a hand with her money, help stops where she can carry on: a worker goes with her to where she gets at her own money and stands back at the keypad. That goes on her one-page profile, under supported decision-making.

On the evening shift a worker reminds Ella to take her medication before bed. No worker of mine prepares, hands over or gives her a dose.

Policy 5, my medication procedure, sets out what a worker does, what no worker does, and what happens when something goes wrong. I added the parts only I could, and it has been live since the day you signed Policy 5.

Ella's profile and medicine list I fill in with her pharmacist or GP, not from memory (done or due, and the date): her full name, date of birth and photo, allergies and past reactions, the pharmacy and prescriber to ring, and how many medicines she takes and when each is due, from the current pharmacy list. What is not known yet says so, with the date I will find out, never "none" unchecked. I check it against that list every six months, and the day a script changes.

Dinner at Ella's is planned before it is cooked, the shopping done that afternoon, and how much of the cooking she does.

Ella's food and drink must be the texture or thickness, and who set it; the mealtime plan from that practitioner is in her file and in the kitchen, and nobody cooks until I have watched them follow it. I ask her and her GP, or whoever she sees about her health, and write down any food she must avoid, or none (done or due, and the date).

Policy 6, my money, property and daily living procedure, holds the rest: a worker rings me the same day if she coughs, chokes or struggles at a meal; for choking, first aid, triple zero, then me. If a difficulty shows I ask her doctor, with her consent, for nutrition, swallowing, seating and positioning assessments and a plan, reviewed yearly or sooner if her needs change. She is in the room for the assessment, helps write it, and nothing is signed until she says so. A copy stays in the kitchen and the shift folder. Nobody prepares her food until they have been shown that plan, and whoever cooks checks the meal against it, texture included. Leftovers go in the fridge covered and dated, and her meals carry her name if others' food is there.

What gets thrown out on a shift is kitchen scraps, dinner washing-up and the odd pair of gloves, and the bins go out like this: who puts the bins out, and when.

Policy 6, my money, property and daily living procedure, sets the rest out: food scraps and household rubbish go in the kerbside bins sorted as the council at her address asks under Queensland waste and work health and safety law, used gloves tied in a bag in the general bin, cleaning products kept in the cupboard or shelf you agree on and put back before the evening worker leaves. I buy the spill kit and PPE it lists and put them in the house (done or due, and the date).

I have identified no clinical waste there. A worker helps Ella with personal care, or there are sharps in that house, so gloves, a sharps container and the disposal steps are on Policy 6, the pharmacy or council has confirmed where full containers go, and every worker shown.

Safety at home and in the community rests on her workers and on me. The NDIS Code of Conduct is the floor.

Policy 12 is my safeguarding and dignity of risk procedure. It names what to watch for, Ella frightened, withdrawn or pushed around by anyone paid or unpaid, and what a worker does: tell me the same day, log it under incident management, bring in the other services working with Ella. It has been live since the date you signed Policy 12, with her night contact and who holds a key written in. Its registers have no entries yet.

Every worker goes through Policy 12 with me face to face and signs Policy 16 before their next shift; on shift I watch how they speak to her and whether they ask first.

What Ella's workers know about her, they know from me: how you show a new worker what Ella likes. Policy 7, my practice statement, supervision and worker development procedure, sets out the service's purpose, its values, her rights, how a shift should run. I filled the lines only I could and signed it on the date you signed Policy 7, which was day one.

Its first line: Ella's home first, my workplace second. Trauma-informed practice is behaviour, not theory: a hard day has a reason, we ease off rather than press her, and she hears about changes first.

It also plans the training under human resource management, the supervision and the mentoring: cultural safety beside positive behaviour support, which here means what matters to Ella, in her words, and I ask her for it first. Training alone proves nothing, so Policy 7 carries a competency check I fill in watching a shift: trauma-informed and person-centred practice, active support, supported decision-making. Those pages have no entries yet. I know of no restrictive practice or behaviour support plan for Ella, so that training is about heading off escalation, and I will teach any later plan before it starts.A or B

Ella rents her home from a private landlord, I hold no head lease and collect no rent, so I am not her landlord. Her tenancy agreement will stand apart from the service agreement she signs with me: her housing does not depend on my supports. She can change SIL provider and keep her home, under Policy 15, my transitions procedure.

Policy 3, my conflict of interest procedure, has been in effect since the date you signed Policy 3, and Attachment 9 is its register. Its first entry is the conflict: family or a nominee handles her money while I provide her supports. The register holds COI-001, and COI-002 carries any connection you have with the landlord.

I take her through both: one covers rent and notice, one shifts; ending one leaves the other standing, and she keeps a copy of each as it is signed. Questions about her lease go to the tenancy advice service you will name, independent of me, and workers hand them over if she asks. A complaint through my process cannot cost her shifts or housing.