Client Survey Preview

Archive for February, 2017

Client Survey Preview

We would like to thank every one of you who filled out our client survey at the end of last year. We had a wonderful 44% returned to us, which is invaluable so that we can continue making sure that we keep improving the service that we provide our clients with. We are preparing an indepth document to share with you next month but thought it would be appreciated if we shared the highlights with you this month that our fabulous marketing volunteer Jess has designed.




Jubilee Training Processes

It is very important to us, Jubilee, to choose the right people to support you to live at home or with your family. Once a new
employee has been selected, police and reference checked and passed with flying colours, we guide them through an induction process that is run by Deanne, our Quality and Training Officer. Deanne has been a member of the Jubilee team for over 7 years having started as a Support Worker and has been streamlining, improving and monitoring the quality, training and processes of our services for just under three years.

What is an induction? Deanne will spend a day with each new staff and volunteer member of our team introducing them to office based staff, inducting them on Jubilee’s policies and proceedures as well as providing an overview on manual handling, infection control and safe food handling. These topics are taught in depth at the yearly mandatory training days. The induction day helps give new members of the team an understanding of Jubilee’s expectations of high standards of service delivery and support for our clients. It is also an
opportunity for new staff to experience the strong support and appreciation Jubilee has for all their staff.

The next step is to partner up with one of our experienced staff members on a “buddy shift”. This person will mentor the new staff member who will accompany them on their shifts. This is a vital part of the training process in order to ensure that our services are carried out to Jubilee’s high standard by every member of staff.

We, Jubilee, appreciate our staff members who provide mentoring and cannot thank enough our wonderful clients who generously allow a buddy to accompany their Support Worker in to their home.

Once a new staff member completes their buddy shifts, normally four shifts, they will discuss with Deanne if they feel ready to commence work on their own or if they would like more buddy shifts. Once a new staff member commences their own roster, they will have regular support meetings with their supervisor to check in on how they are doing.

After 3 months, Deanne will accompany the new staff member on some of their shifts to assist them with any questions and
concerns they may have as well as to observe that Jubilee’s policies and proceedures are being followed. Again our client’s privacy is always a priority but we are so thankful to clients who allow us to carry out this “real life” training. We believe that it is invaluable to the level of services that we wish to provide to our clients. Thank you.

We understand completely if it is the client’s, your, preference not to have a buddy or Deanne accompany their support worker. If this is the case, please do call our office so that we can note this on your file.

2017 Aged Care Reforms

Do you understand them and are you ready?

The 27th of February 2017 marks the date that Jubilee Community Care will no longer be limited to a certain number of home care packages by the Government – this includes all levels of care including 3 and 4 home care packages. In the past some clients have had to move to other service providers in order to increase their level of support at home – no more!

I have been approved for a higher level of home care
package. If you are currently on a lower level of care and have received notification that you have been allocated a higher
level package and would like Jubilee to continue to support you for your new level of home care package, have you contacted our office? Give us a call on 3871 3220 and one of our experienced Coordinators will make themselves available to come out and visit you and your family. We will go through your needs and help you meet them.

I need more support to live at home.
In order to receive more support, you will need to request an ACAT assessment or if you have already received an ACAT assessment and have been approved for a Home Care Package, you will then receive a letter from My Aged Care advising you of when you have reached the top of the national queue and have been allocated your Home Care Package. Packages are allocated to match levels of care from level one being the lowest to level four, which is regarded as a high level of care in the community.

All too much – processes, jargon, hoops…?
We know the aged care process can be confusing and Jubilee Community Care can (will!) help you through all these processes. We can support you through the referral and assessments processes.

Call us today on 3871 3220 or email to get help today.