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Can/Will I have the same staff person? I would prefer this.
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We endeavour to provide a regular staff person but cannot guarantee this due to staff movements e.g. holidays, sick leave, and personal availability for rostering.
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How much will this service cost me?
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There is a sliding scale for fees depending on your level of income and the type of service requested. There is a fees policy to allow for a reduction or waiver if you are experiencing financial hardship.
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Do your staff have qualifications and a police clearance?
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All staff have the minimum requirement of Certificate 111 in Aged Care. A current National Police Clearance must be produced prior to employment, along with a valid Senior First Aid Certificate, attendance at regular refresher courses relevant to their position is compulsory.
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Can I pay staff on the day?
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No, accounts are mailed out monthly. Payment can be by post or at selected chemists in the Mandurah area.
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Am I allowed to ask the staff to do an extra chore while they are here?
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Yes, only if the time permits and the request is within the Occupational Health and Safety guidelines. Extra time cannot be allocated on the day unless prior arrangements with the In-Home Manager or Garden and Home Maintenance Manager.
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Do I supply the cleaning products and appliances?
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Yes you do. Staff are provided with personal protection equipment by the agency e.g. gloves and masks. Your electrical appliances e.g. vacuum cleaner, kettle, iron are checked at assessment by the Assessment Manager. The type of cleaning chemicals must also be approved.
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Can I cancel my service at any time?
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Yes, if you decide that you no longer require assistance or your situation changes. You are not locked into any agreement, also, if you need to cancel temporarily and you have informed us you will not be charged a fee, yet still retain your position for ongoing services.
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Am I obliged to provide a meal or refreshments to the staff?
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No, there is no obligation on your part.
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What if I’m not happy with the staff person your agency sends me?
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You are encouraged to report to the agency your concerns. Our agency and Department Managers strive for continuous improvement. Your feedback is a vital part of this process all reports are treated in confidence. It is your right to request a change in a staff member.
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If I complain, will the staff person get the sack – I don’t want to cause any trouble as he/she is a nice person.
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As per our policy and procedures, all complaints are investigated and treated in the strictest confidence. It is your right to have a family member or friend advocate on your behalf. Generally, the outcome depends on the level of complaint and outcome of the investigation.
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