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About BaptistCare

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BaptistCare Today - A Snapshot Not-for-profit Christian Organisation Employs over 4,000 people Over 160 facilities and programs Supported by 1,000 Volunteers Operating budget >$240 million

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Residential Care 19 Residential Aged Care Facilities 2000 Residents 406 Dementia Specific Unit beds

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Home Services 1670 Level 1,2,3 and 4 Home Care Packages Around 5,000 clients receiving HACC Services (domestic assistance, personal care, shopping, transport, social support, respite care) Centre-Based Day Care and Respite Centres CareCall assistive technology

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Housing and Retirement Living 400 units in 8 Retirement Villages 170 Social Housing Units at 3 sites

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Community Services Relationship Services/ Counselling Community Centres Chisolm Housing ACHA StreetCare Food Support Chaplaincy Social Housing Support

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Support Services 1.Executive: CEO, Company Secretary, Marketing & Communications, Senior Chaplain, Major Projects 2.People & Strategy: Human Resources, Strategy, Learning & Development, WHS 3.Corporate: IT, Finance, Payroll, Property 4.Care Development Units: Residential and Home Services

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Evolution of BaptistCare 1938 - Started with the Baptist Forward Movement 1942 - Established committee to provide a childrens home and a Home of Peace for Baptist Women 1944 - the NSW Baptist Home Trust was incorporated 1953 - first home Yallambi at Carlingford opened for Baptist women 1980s - Development of BCS LifeCare Counselling & Family Services 1986 - NSW Baptist Homes Trust changed its name to Baptist Community Services 2009 - BCS 65 th anniversary 2014 - Baptist Community Services changed it name to BaptistCare 2014 BaptistCare 70 th anniversary

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Chaplaincy Chaplains Clients Residents Families & Carers Employees Housing and Retirement Living Residential Services Social Housing Community Services Home Services

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Volunteering BaptistCare 70 Years of Volunteering

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Why does BaptistCare exist? Our Purpose: Transforming Lives by Expressing the Love of Christ

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What does BaptistCare Promise to deliver? Our Promise:

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How do we do this? By our attitude to people:

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How do we do this? And by how we act:

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Our Values

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Our Client Focus

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RESPECT

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Cultural Diversity Foods Special holidays Religious practices Personal hygiene practices Death and dying rituals General Care

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How do we do this?

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Privacy The person Personal behaviour Personal communication Personal data or information

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Confidentiality The obligation of non-disclosure of personal information without the consent of the person involved

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Policies and Procedures Standard practice guidelines for all services and programs Ensure legal and funding requirements are met Ensure best practice Consistent approach Available on the BaptistCare Intranet

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Professional Boundaries Keep you within your role Protect you Prevent unrealistic client expectations Enable better workload Promote healthy work relationships Help separate work and personal life

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Developing Professional Boundaries Know your role Understand client needs Understand colleagues workloads Recognise over- dependence developing (you or your client) Position description Care Plan/ service guidelines Team meetings Discuss with your Manager/Team Leader

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Communicating Professional Boundaries Dress neatly Enter Clients home/room/space respectfully Work within rostered hours, do not visit out of hours Work as part of a team Adhere to care plans and BaptistCare Policies and Procedures Direct conversation or questions to the client if they are present

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Compromising Professional Boundaries with Clients Discussing your own personal issues Believing you are the only one who understands Spending time with them when off duty Doing things for them not on the duty list or care plan

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The Balance Over-Involvement Client overwhelmed Client dependent Workers too friendly Under Involvement Detachment Client feels rejected Client feels neglected Professional Relationship

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Professional Boundaries #1 Rule Say or do nothing in private with the client that cannot be documented in the clients record or repeated to your Manager.

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Professional Boundaries Maintenance Be assertive - Respect others rights while not allowing others to compromise your rights Know your rights - You have the right to your own personal space, ideas and self expression

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Assertive Language I would like Thats far enough. Ill have to check with my supervisor. When youI feeland Id like Please stop I have to follow the careplan I want you to in future.

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Who can give Feedback? Client/ Resident Family Member Visitor Service provider Professional association Health registration authority

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Investigations Recommendations Continuous improvement both for client care and satisfaction Can be referred to regulatory bodies Feedback Reasons for Welcoming Feedback

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Making and Recording Comments and Complaints Best to be written/staff may need to assist Recorded in the CI plan and feedback register BaptistCare Feedback Form Have your Say Client Satisfaction Survey

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Preventing Complaints Maintain high standards Communicate well Undertake ongoing education Maintain good records Consult with colleagues Be accountable for conduct Treat others with dignity and respect Have a transparent complaints system Have staff performance reviews

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Continuous Improvement Defined Continuous improvement is the process by which we learn from our past experiences and apply that knowledge to better achieve our objectives

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Continuous Improvement is. Finding better ways of doing things Promotion a culture of learning, innovation and recognition Listening to clients, staff and family members Managing our risks Giving the best possible service Learning from each other

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Why CI? Consistent with our Vision, Values and Purpose Increasing: Client expectations Competition for funding Regulation of care and services Job satisfaction and staff morale

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Where do I fit in? Identify problems/suggestions Participate in the improvement Participate in training Audits systems view Follow procedures, processes and changes Encourage your colleagues

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Client Satisfaction Survey Measures the total client experience Monitors, reports and improves upon relationships with clients and their families Analyses and actions feedback

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Communication

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Types of Communication Verbal Non-Verbal Written

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The Message 50% 40% 10% Body language What you say How you say it (voice)

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Non-Verbal Communication Eye contact Body posture Contact Gestures Facial Expressions Voice tone and volume

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Communication Barriers Unclear/incomplete messages Jargon Disabilities Age Lack of empathy Stereotyping Distance Lack of time Language Culture

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Active Listening Use appropriate body language face on, lean in, open posture, eye contact, relaxed Use open and closed questions Encourage Nod, repeat, mmm, I see, silence Rephrase or summarise to check understanding Recognise the persons emotions

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Communication Tips Avoid background noise Choose the right moment Address person by name Speak slowly and clearly Use common, direct language Accept criticism when appropriate Show you understand and say when you dont

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Abuse of Clients ABUSE Physical Psych/ Emotional NeglectSocialSexualFinancial

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Reporting Abuse Follow BaptistCare Abuse Policy and Procedure Follow BaptistCare Mandatory Reporting of Assault Policy and Procedure Report to your immediate Team Leader Report if you observe someone behaving towards a client in a way that makes you feel uncomfortable Report is a client shows a change in behaviour or mood Document on the appropriate form

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Your Role Ensure immediate safety of client Dont jump to conclusions Report immediately to your Team Leader suspected or witnessed assaults Reassure the client Dont disturb the area or remove items that may be evidence for the police Maintain confidentiality dont discuss with other staff or visitors Complete a BaptistCare Client Incident Accident Near Miss Report be factual If someone makes an allegation of assault or unreasonable force well after the fact it still must be reported to your Manager

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A Positive Work Environment

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Our Values

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Positive Work Environment Discrimination Harassment Bullying

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Types of Harassment Sexual Racial Disability

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Bullying Unreasonable, unwelcome behaviour Intimidates, demeans, threatens or humiliates Puts a persons health, safety or welfare at risk Misuse of power Deliberate Repeated, persistent and/or hostile behaviour May get worse over time 25-50% will experience bullying sometime in their work lives

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Bullying Behaviours Verbal abuse Initiation pranks Excluding/ isolating employees/volunteers Offensive language Denigration Insults Ridicule

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Bullying Behaviours Deliberately excluding someone Unreasonable demands and impossible targets Sarcasm Belittling Derogatory suggestions Intimidating remarks Verbal or physical aggression

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Bullying What You Can Do Distinguish between feedback, criticism and bullying Talk to someone about it Keep calm, stay professional and negotiate Arm yourself with assertiveness and self-esteem Report Discuss with your Team Leader/Manager

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Grievance A grievance is a complaint or concern raised by an individual, employee or group of employees in an organisation about a workplace issue

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Grievances 1.Try to work things out informally 2.Use the BaptistCare Grievance Handling Process 3.Refer to Grievance Policy and Enterprise Agreement

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Being Thankful BaptistCare Thankfulness Video What are you thankful for?

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Infection Prevention and Control

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Chain of Infection Source of infectious agents Susceptible host Means of transmission Infection

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Bugs Infectious Agents Bacteria Fungi Viruses Protozoan

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Infection Sources Client Employee Visitor

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Preventing and Reducing Infection Spread Describing how infection spreads Applying precautions Applying effective hand hygiene Wearing personal protective equipment Cleaning practices and handling waste appropriately

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Standard Precautions Good hygiene practices hand hygiene Use of personal protective equipment (PPE) Safe handling and disposal Protection/covering of damaged skin

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When to Hand Wash Start and finish of shifts and breaks Between clients/residents Before and after procedures (e.g. taking vital signs) If contact with blood or bodily fluids After handling soiled equipment, clothes or linen After removing gloves After cleaning duties Before and after activities such as going to the toilet, eating, handling food, coughing or sneezing

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Protection/Covering of Damaged Skin

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Personal Protective Equipment (PPE) Gloves Masks Aprons Footwear Miscellaneous

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Immunisation Hepatitis B Flu

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Exposure to Infection Needle Stick Injury 1.Skin wash thoroughly with soap and water immediately, cover the wound if possible Mouth, nose & eyes rinse well with water or saline 2.Report to Team Leader 3.Go to your local GP or hospital ED 4.Fill in Worker/Visitor Incident/Accident Report and return to your Team Leader/ Manager

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Fire Safety

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What is your Role? Do not endanger your own safety Only do what you are trained to do Listen to and follow instructions Dont panic Do not use lifts

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Fire Elements = Air (oxygen) + Fuel + Heat x x x

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Fire Hazards

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R.A.C.E. Remove/Rescue Alert/Alarm Confine/Contain Evacuate/Extinguish

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Remove/Rescue Remove/rescue people in immediate danger (only if safe to do so)

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Alert/Alarm Alert others Alert Fire Brigade 000 If on mobile 112

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Confine/Contain Close doors Close windows Turn off air conditioning This decreases oxygen available to the fire!

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Evacuate/Extinguish Fire Blanket Fire Extinguisher Only if safe to do so, use

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Using a Fire Blanket 1.Pull down firmly on two visible tabs 2.Open up the blanket 3.Fold the long edge of the blanket over your hands, fold your wrists inwards and wrap the blanket over your hands for protection 4.Walk slowly towards the fire always keeping the blanket between you and the fire 5.Place blanket gently over the burning material

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Extinguishers Water Extinguishers CO2 Extinguishers

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Using Fire Extinguishers Pull the pin Aim at the base of the fire Squeeze the handle Sweep across the base of the fire PASSPASS

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Exits and Fire Doors Know where fire exits are Exits and corridors should be kept clear at all times Fire doors close automatically in a fire and are intended to contain fire and smoke Never prop or block fire doors from closing properly

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Security and Personal Safety

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Security Systems Alarms Paging Keys and Security Passes Signs Emergency instructions Visitor sign In and Out

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Responding to Catastrophic Reactions 1.Remain calm 2.Respond to the feelings 3.Reassure the person 4.Remove yourself & others 5.Report 6.Return later

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Emergency Threats Unarmed confrontation Armed confrontation Security threat bomb, arson or robbery

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Work Health and Safety

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BaptistCare WH&S Responsibilities Ensure the health and safety of others whilst at the workplace Identify, assess, eliminate or control risks Consult employees about WH&S matters Provide adequate training, supervision and instruction

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Team Member WH&S Responsibilities Take reasonable care for their own and others health and safety Their acts do not adversely affect the health and safety of others Cooperate and comply with BaptistCare WH&S policies and procedures

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Risk Management Recognising situations which might cause harm to people and property Doing something to prevent a hazardous situation or person being harmed Using a systematic process

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Risk Management Steps 1.What is the problem? 2.How serious is it? 3.How to solve the problem? Hazard identification Risk assessment Risk elimination or control then Evaluate/Review

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Hazard Identification

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How to Identify Hazards Walk, talk and observe How do people actually work? How is equipment used? What chemicals are around and what they are used for? What safe or unsafe work practices exist? What is the state of general housekeeping? Review WH&S records

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Risk Assessment

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Incidents and Accidents Incident Any unplanned, undesired, near miss or potential which could have resulted in harm Accident Any unplanned or undesirable event that results in human injury or damage to property

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Personal Protective Equipment (PPE) Gloves Masks Aprons

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Personal Protective Equipment (PPE) Footwear Eyewear Miscellaneous

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WH& S Consultation Three forms of consultation H & S committee H & S Representative Other agreed arrangement Any one of the above or a combination

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Hazardous Manual Tasks The Basics

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Lift Lower PushPull CarryMove Hold

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Repetitive or sustained force, High or sudden force, Sustained or awkward posture Repetitive movement Vibration

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WH&S - Risk Management

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Compliance WorkSafe ACT, WorkCover NSW monitor compliance to legislation and can issue fines or prosecute workers for breaches Department of Social Services monitor compliance and non compliance and this can affect funding Breaches of BaptistCare policy may lead to counselling and/or disciplinary action

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Risk Factors Tools & Equipment Load Characteristics Work Organisation Work Practices Work Environment Posture Force Direct Risk factors: cause of injury Time Contributory Risk factors: the source of the direct risk factors

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Case Study

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Hierarchy of Control

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Problem Solving Risk Factors Vary tasks regularly Use equipment appropriate for the task Seek assistance Let people know of any personal limitations Wear suitable clothing and footwear Stretch/warm up prior to commencing a task Consult with colleagues to work out the best technique e.g. team lift or lifting equipment Notify your Manager/Team Leader if a technique is causing you problems

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What are Musculoskeletal Disorders (MSD)? Affects soft tissues (muscles, Joints, Nerves, Ligaments and Discs) Common Injuries, Back and Neck, Shoulder and Hernia Reversible in early stages but difficult to cure when chronic Occurs in all work areas Occurs immediately or over years

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How our Body Works: Levers The body is a series of levers. The closer the load is to the pivot point the less force on the body

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How our Body Works: Power Larger muscles can do more work than smaller muscles

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How our Body Works: Balance Maintain our natural curves or be unbalanced and work our bodies harder

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How our Body Works: Vary your tasks

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Reduce your risk of injury at home and work? Know your own ability, it will vary Dont work beyond your capacity Adjust and use the equipment provided Know how to perform the task and use equipment safely Maintain and monitor your health and well being regularly

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Health and Wellness Muscles need to Be strong Have good circulation Be warm Be flexible Be free from excess tension Report discomfort/pain early Exercise Regularly

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Manual Tasks Safely Principles PLANPOSTUREPOSITIONPERFORM Think before you act Maintain the natural curves of your back Stabilise your base of support, feet apart Use controlled movements Check the weight of the object and your environment and equipment Hold head uprightEnsure secure gripDont twist Move in close to load Brace abdominals Face direction of movement Use large muscles Communicate Use weight transfer when possible

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Examples of Lifting Devices

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Team Lift

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Team Lift Principles PLANPOSTUREPOSITIONPERFORM Think before you act: nominate leader Maintain the natural curves of your back Stabilise you base of support, feet apart Use controlled movements Ensure a clear pathway, and approximate distance Hold head upright Ensure secure grip Dont twist Move close to loadBrace abdominals Other person available Check the weightFace direction of movement Use large muscles Communicate

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Semi-Squat

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Semi Squat Principles PLANPOSTUREPOSITIONPERFORM Think before you act: Maintain the natural curves of your back Stabilise your base of support, feet apart Lower body by tilting hips backwards and bending your knees Ensure there is sufficient room to lift the object Hold head upright Ensure secure grip To stand up bring your hips forward straighten your hips and knees Check the weightMove close to load Brace abdominals Face direction of movement Use controlled movements Dont twist

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Moving Wheeled Equipment

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PLANPOSTUREPOSITIONPERFORM Think before you act:Maintain the natural curves of your back Stabilise your base of support, feet apart in lunge position Push from behind rather than pull. Check environmentHold head uprightSecure grip on handle at waist to shoulder height Arms slightly flexed at the elbow Move close to load, do not overreach Use controlled movements Check equipment: Dont twist Check the weight Brace abdominals Use lunging action to move the trolley forward Communicate

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Wheeled Equipment