Welcome
We are committed to delivering high-quality support and services, and we look forward to working with you to achieve your goals.
This booklet provides important information about:
⦁ Our services and how we can support you
⦁ Who to contact when you need assistance
⦁ Our obligations to you and your responsibilities to us
For more information about The Barna Co:
⦁ Call: 02 8188 7330
⦁ Email: info@thebarna.co
⦁ Visit: thebarna.co
Our Commitment To You
We uphold the principles and goals of the NDIS, believing that individuals with disabilities should:
⦁ Receive reasonable and necessary supports
⦁ Have the freedom to make choices in pursuing their goals and planning their supports
⦁ Participate in and contribute to social and economic life
⦁ Access services beyond the NDIS and coordinate them with NDIS supports
Our Services
At The Barna Co, we provide high quality services and supports in the following areas:
In-Home and Community Supports
⦁ Assistance with Travel/Transport Arrangements
⦁ Innovative Community Participation
⦁ Development of Daily Living and Life Skills
⦁ Household Tasks
⦁ Participation in Community, Social and Civic Activities
⦁ High Intensity Daily Personal Activities
Supported Independent Living/Respite Care/Group
⦁ Assistance with Daily Life Tasks in a Group or Shared Living Arrangement
⦁ Group and Centre Based Activities.
Employment related supports
⦁ Assistance to Access and Maintain Employment or Higher Education
⦁ Specialized Supported Employment
Professional Registration Groups
⦁ Specialist Behaviour Support
⦁ Implementing Behaviour Support Plans
⦁ Therapeutic Supports
⦁ Community Nursing Care
⦁ Early Childhood Supports
Our Service Approach
Our service delivery approach consists in the following:
⦁ Person-Centred Approach: Your goals, preferences, and needs are at the forefront of our service delivery. We respect your choices and decisions.
⦁ Individual Goal Setting: We collaborate with you to set clear and achievable goals, which guide our support plan.
⦁ Support Planning: We help develop a support plan that outlines specific services and supports, regularly reviewed to meet your evolving needs.
⦁ Regular Review and Feedback: We value your feedback and encourage open communication to make necessary adjustments to your support plan.
Our Process
Eligibility
We first discuss our services to ensure we able to provide the support and have the necessary service availability to meet your needs.
We will provide our client information pack (which this is part of) to ensure we have your express permission to proceed. We value your privacy and want to ensure that we don’t proceed without express instructions from yourself.
Initial meeting
We will arrange a meeting to get to know you, discuss your needs, and request copies of your NDIS Plan (if you are an NDIS Participant) and other relevant documentation so we are well-equipped to provide you with the assistance you require.
Service agreement
Once you have chosen us as your service provider, we will work with you to develop a service agreement. This agreement outlines the support you will receive, associated costs, and terms of service delivery.
Should you be satisfied with the terms laid out in the Service Agreement, we will request your signature.
Support Planning
Once you have begun utilising our services, we will conduct an assessment to understand your needs, strengths and desires better. You will actively participate in this assessment and have the option to involve an advocate, your family, or anyone else you choose. You will receive a copy of the assessment for your records.
Following the assessment, we will collaborate with you, your support team, family, and any chosen advocates to develop and document a personalised support plan. This plan will be tailored to complement your strengths, address your needs, and align with the existing support network.
Once the plan is approved by you and you will also receive a copy of the plan for your reference. Regular plan review will be conducted to assess your progress and accommodate any changes you wish to make to the support being provided.
As an NDIS registered provider, we uphold the requirements of relevant legislation and funding agreements, ensuring that we meet your expectations and deliver a high standard of service. Our commitment to excellence extends to adhering to the NDIS Practice Standards.
Our Staff
At The Barna Co, we employ qualified and experienced staff who are dedicated to providing high quality supports and services. All staff are required to provide The Barna Co with evidence they have obtained the necessary checks (police clearance and Working with Children Check) and have completed the required training as per the NDIS and their specific health professional requirements.
As The Barna Co, we understand the importance of finding the right Worker who can meet your needs and help you achieve your goals. We take into consideration various factors such as personality, language, culture, and skills requirements when assessing the best match for you.
We highly value your input and if you have a preference for one or more specific Workers, we will make every effort to accommodate your request. However, the feasibility of accommodating your preference depends on factors such as qualifications, competence, availability, and suitability of the Worker in relation to your specific needs and goals.
We strongly encourage your active involvement in the process of matching your needs with the right team member. Your opinion is highly valued, and we appreciate your insights. Additionally, if you wish to have an advocate by your side during this process, we can assist you in finding one if you don’t have one in place already.
Code Of Conduct
The Barna Co and its staff comply with the NDIS Code of Conduct. The Barna Co and its staff must:
⦁ Act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws and conventions
⦁ Respect the privacy of people with disability
⦁ Provide support and services in a safe and competent manner with care and skill
⦁ Act with integrity, honesty, and transparency
⦁ Promptly take steps to raise and act on concerns about matters that might have an impact on the quality and safety of support provided to people with disability
⦁ Take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, and abuse of people with disability
⦁ Take all reasonable steps to prevent and respond to sexual misconduct.
What We Expect From You
You and your Representatives agree to:
⦁ Inform The Barna Co about how you wish the Services to be delivered to meet your needs;
⦁ Collaborate and actively participate in the development and review of your NDIS plan;
⦁ Provide accurate and up-to-date information necessary for the delivery of services, including relevant medical, personal and contact details;
⦁ Communicate openly and honestly with The Barna Co, and inform of any concerns you have with any of the Services being provided;
⦁ Treat all The Barna Co’s staff and others present during the delivery of support and services with courtesy and respect;
⦁ Give The Barna Co the required notice if you cannot make a scheduled appointment, noting that if the notice is not provided, The Barna Co’s cancellation policy will apply;
⦁ Pay all invoices for agreed services, transport and/or other expenses promptly; and
⦁ If you are a NDIS Participant you will need to immediately notify The Barna Co if there is a change to your NDIS plan, if it is suspended, replaced by a new plan, or if you stop being an NDIS participant
What To Expect From Us
The Barna Co will:
⦁ Once agreed, provide supports that meet your needs and at your preferred times;
⦁ Communicate openly and honestly in a timely manner;
⦁ Treat you with respect, dignity and courtesy;
⦁ Guarantee our sensitivity towards your culture, diversity, values, and beliefs, and your right to express and practice these;
⦁ Consult you on decisions about how supports are provided;
⦁ Give you information about managing any complaints or disagreements and details of The Barna Co’s cancellation policy;
⦁ Support you to give feedback or make a complaint about service provision without any retribution;
⦁ Listen to your feedback and complaints, and resolve problems quickly;
⦁ Give you a minimum of 24 hours’ notice if The Barna Co has to change a scheduled appointment to provide supports;
⦁ Protect your privacy and confidential information;
⦁ Respect your right to autonomy, intimacy and sexual expression;
⦁ Provide information to you in way that is accessible to you;
⦁ Review the provision of supports at least annually with you;
⦁ Provide supports in a manner consistent with all relevant laws, including the NDIS Act 2013 and Rules, and the Australian Consumer Law; and
⦁ Keep accurate records on the supports provided to you.
Fees
The Service Agreement contains detailed information about the services we will provide you, the associated fees, and when payments must be made. This must be agreed upon before services can commence.
Conflict Of Interest
In situations where The Barna Co is authorised to provide other supports, it is essential to address the potential conflict of interest that may arise.
We are committed to transparency and ensuring that you have full control over the support you receive. You will always be informed of alternative providers who are available to offer the necessary support. This empowers you to exercise your right to choice and control in selecting the support that best suits your needs, including considering options outside of The Barna Co.
If there are any relevant conflicts with other providers that have a relationship with The Barna Co, we will disclose this information to you. It is important that you are fully informed when making decisions regarding your support.
The decision to choose The Barna Co’s services and support or to opt for an alternative provider rests entirely with you. Your choice will have no impact on the services or support provided by The Barna Co. We are committed to delivering the highest level of support and ensuring that your decisions are respected and honoured.
Privacy
At The Barna Co, we value and respect your privacy rights. We are committed to maintaining the confidentiality of your personal information in accordance with legislative requirements. We collect personal and sensitive information to effectively assess, plan and deliver high-quality services tailored to your individual needs.
In certain circumstances, it may be necessary for The Barna Co to disclose your personal information to deliver services or comply with legal obligations. We will only disclose personal information outside of The Barna Co when you have given consent, when it aligns with the purpose for which the information was collected, and/or when there is a legal requirement to do so. In some cases, information may be disclosed without your consent if mandated or authorised by law.
You have the right to request access to and update/change the personal information held by The Barna Co. If you wish to exercise this right, please contact us directly. For further information regarding our storage and usage of personal information, we are happy to provide you with copies of our Privacy and Information Management Policy.
Your Safety
The Barna Co will endeavor to provide a safe environment for you and a safe workplace for our staff. We do not tolerate any form of harassment, bullying or discrimination or other form of unacceptable conduct. Any form of physical, verbal, sexual or threatening behavior, intentional or unintentional, is not acceptable and will not be tolerated. Our Incident Management and Reporting Policy will be used to manage these situations if they arise.
We encourage an environment where clients and staff are treated with dignity and respect and where staff conducts themselves professionally at all times.
As a person using our services you have a right to feel safe and be free from abuse and neglect. We have a complaints process which you should use if you feel unsafe. If you feel you need an advocate to make a complaint or report any inappropriate behaviour we can support you to access an advocate of your choice.
Feedback And Complaints
The Barna Co values and recognises the importance of receiving feedback and complaints, in order for us to better serve and support you. If you wish to provide us with a complaint or feedback, you can do so:
⦁ In person to the Director or a staff member;
⦁ Verbally by telephone to 02 8188 7330;
⦁ By email to info@thebarna.co;
⦁ By post to 53 John Oxley Dr, Frenchs Forest 2086, NSW.
For all written complaints or feedback, we encourage you to provide your complaint in the form of our written Feedback and Complaints Form.
If you wish to make a complaint anonymously, you can do so via sending our Feedback and Complaints Form to our postal address listed above, or you can access assistance by choosing an advocate who can contact us on your behalf.
If you are an NDIS Participant you can make a complaint to the NDIS Commission by:
⦁ Phone: 1800 035 544 or TTY 133 677 (Interpreters can be arranged);
⦁ National Relay Service and ask for 1800 035 544; or
⦁ Visiting https://www.ndiscommission.gov.au/about/complaints and filling out a complaint contact form.
The NDIS Commission can take complaints from anyone about:
⦁ NDIS services or supports that were not provided in a safe and respectful way
⦁ NDIS services and supports that were not delivered to an appropriate standard
We will resolve complaints promptly in accordance with our Feedback and Complaints Policy.
Incident Management
The Barna Co is committed to ensuring that an incident management system is maintained that complies with the requirements under the NDIS Scheme (Incident Management and Reportable Incidents) Rules 2018. Our Incident Management System is documented in accordance with our Incident Management Policy. If you would like a copy of the policy, we would be pleased to provide a copy to you.
If you observe or are the subject of an incident that does or could cause permanent or temporary detriment to you or another person, you must report this incident to us. You will be protected against any adverse actions, as a result of reporting or alleging that an incident has occurred. There will be no negative consequences for reporting incidents.
Incidents that occur in relation to the provision of The Barna Co’s services are managed consistently and effectively in accordance with our Incident Management Policy. This policy includes procedures that we consistently follow to assess, investigate and resolve incidents. We also have procedures in place to help support you in relation to incidents which may impact or affect you.
Emergency And Disasters
We are committed to the safety, health, and wellbeing of its NDIS participants and workers. To uphold this commitment, we have established this Emergency and Disaster Management Policy to guide our actions during emergencies or disasters. This policy adheres to the NDIS Practice Standards and seeks to ensure the health, safety, and wellbeing of all Participants and Personnel before, during, and after emergencies or disasters.
In the event of an emergency or disaster, our workers will be trained to follow the procedures set out in the Emergency Management Plan, ensuring you are safe, and your supports are maintained during this time.
A Participant Emergency Plan will be completed in collaboration with you and your representative/family, to ensure your specific support needs are taken care of and appropriate procedures are in place during an emergency.
Exiting Service
We will not limit any to your support due to a dignity of risk choice that has been made by you. You can leave our services at any time and in accordance with the terms of our Services Agreement. We will support you to find other services if you require assistance. If you have consented to do so, we will share any information during this process in collaboration with your new provider to ease this transition.
Should you wish to return to us at any time our staff will be happy to support you through the intake process.
From time to time there may be a need for us to advise you that we are no longer able to provide you services. We will only withdraw services if we are permitted to do so in accordance with the terms of our Services Agreement. If this does occur, we will work with you to find and access a provider who is able to support you.
Can Someone Speak On My Behalf?
At The Barna Co, we understand the importance of your rights and concerns being represented during service delivery. You have the right to be supported by an advocate at any time, and we encourage their involvement during the assessment and planning process. Advocates can be family members, friends, medical practitioners, or advocacy bodies. If you need assistance in accessing advocacy services, we can provide a list of advocacy bodies upon request. If you need an advocate to express your concerns or if you need extra support, please follow the link provided below to find advocate services in your state: https://www.dana.org.au/find-an-advocate/
Your voice matters, and we are committed to ensuring that you have the support that you need