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Client Information :

 

To deliver its services to people with disability and their families, ACE Caring Services must comply with the NDIS Commission Provider requirements. There are a set of standards that ensure that disability services provide the highest quality services.

The Human Services Standards are:

• Empowerment: People’s rights are promoted and upheld;

• Access and Engagement: People’s right to access transparent, equitable and integrated services is promoted and upheld;

• Wellbeing: People’s right to wellbeing and safety is promoted and upheld;

• Participation: People’s right to choose, decision making and to actively participate as a valued member of their chosen community is promoted and upheld; and

• Governance and management standards.

Your Rights :

ACE Caring Services respects and fully commits to upholding the rights of all people, including those with disabilities. We are also committed to ensuring you, our clients, are aware of your rights and responsibilities and can be confident in exercising them.

When you interact with ACE Caring Services, you will:

• be respected and treated with dignity;

• have choice and control over your service delivery and have your autonomy and

independence supported;

• receive high quality, safe and personally relevant services;

• have services provided by appropriately qualified staff;

• be assured that your personal and health information is kept private and

confidential;

• be provided with all the information you need to make informed decisions; and

• be supported to have a person of your choice support and advocate on your behalf;

• be supported by an interpreter or translator if required; and

• be encouraged and supported to pursue any complaints about our service

provision.

Diversity and Participation :

All aspects of ACE Caring Service’s service delivery promote clients’ active participation and inclusion in the community. We support clients to develop and maintain their independence, problem-solving, social and self-care skills, as appropriate to their age, developmental stage, cultural background, or other special needs. Ways we do this include:

• delivering services in a way that respects individuals’ personal, gender, sexual,

cultural, religious, or spiritual identity;

• employing and developing a diverse and culturally competent workforce;

• working collaboratively with disability-specific, mainstream, Aboriginal and Torres Strait Islander (ATSI) and Culturally and Linguistically Diverse (CALD) services to support holistic service delivery; and

• using a strengths-based approach to identify individual client needs and life goals, particularly in relation to recognising the importance of family, extended family, kinship, cultural, spiritual, language and community ties.

Advocacy :

ACE Caring Services fully supports your right to have independent advocate support you in your interactions with us. If you’d like help finding an independent advocate, speak to one of our staff.

Alternatively, the following organisations can assist you:

Office of the Public Advocate Phone: (03) 9603 9500 TTY: (03) 9603 9259

National Disability Advocacy Program (NDAP) Use the Disability Advocacy Finder at

https://disabilityadvocacyfinder.dss.gov.au/disability/ndap

Victorian Advocacy League for Individuals with Disability (VALiD) Phone: (03) 9416 4003,

Free call (rural callers): 1800 655 570

Email: office@valid.org.au