Client Rights and Responsibilities Policy
Emerge is committed to ensuring that the rights of all clients are respected and honoured by the organisation and its employees. The purpose of this policy is to detail the rights of clients and staff to be treated with dignity and respect.
Scope
This policy applies to Emerge employees, students, the Board and contractors, all of whom must adhere to this policy. The scope of this policy includes all Emerge dealings with clients, regardless of the place or reason for the contact.
Rights and Responsibilities
Rights
Emerge upholds and aligns with the Victorian Human Rights Charter.
Emerge believes in the following rights for clients:
· The right to be treated with respect and dignity.
· The right to make their own choices.
· The right to be free from discrimination.
· The right to feel supported whilst accessing the service.
· The right to receive information to make informed decisions.
· The right to provide feedback and make a complaint.
· The right to privacy and confidentiality.
· The right to access an interpreter.
· The right to have their identity and connection to culture respected.
· every child has the right to be protected and to be treated in a way that takes into account their best interests.
Responsibilities
Emerge Responsibilities
All staff are expected to respect the rights of clients by:
· Adhering to behaviour outlined in the Code ofConduct.
· Advising clients of their rights and responsibilities.
· Providing information about privacy, confidentiality, feedback and complaints to clients.
· Being clear when we cannot provide service.
Client Responsibilities
Clients of Emerge have the following responsibilities to:
· Show respect for the rights of others.
· Respect the right of staff to a safe and courteous workplace.
· Respect the cultures and identities of others.
· Provide information needed so Emerge can provide services.
· To attend appointments or inform practitioners if they cannot.
· Respect the privacy of others. Do not share their personal stories of others.
· Inform staff if they are unwell, be mindful of other people.
· Be mindful of your actions and the possible impact on others.
· Treat others with kindness.
· Care for and supervise children that are in your care.
Procedure
Client Information
All clients who engage in Emerge services will be provided with information on:
· Emerge services and programs
· How tom ake a complaint
· How to provide feedback and participate
· Rights and Responsibilities
This information will be provided to clients in the Client Information Booklet. All practitioners are expected to provide this to clients when they enter the service.
Refuge clients will be provided with additional information in a Welcome Pack as per the Service Delivery Manual.
Breaches of Responsibilities
Emerge will take breaches of staff or client responsibilities seriously and take action to resolve the situation.
If an Emerge employee breaches the Code of Conduct, clients and other employees are encouraged to use the complaints processes.
Clients who disrespect other clients or staff or behave in a manner that is threatening will be actioned using the Client Incident Policy and procedure. The CEO will make the decision on actions to be taken which may result in restriction of services provided and referral to other suitable services.
Client who are accommodated in the Refuge or CAP properties who breach the rules will have actions taken using the breach procedure in the Service Delivery Manual.
Legislation, Standards and References
Social Services Standards (Vic) 2024 - Standard 2: Service user agency and dignity
Social Services Standards (Vic) 2024 - Standard 4: Feedback and complaints
Client voice framework for community services; State of Victoria, Department of Health and Human Services, August 2019
Community Services Quality Governance framework; State of Victoria, Department of Health and Human Services October 2018
Victorian Human Rights Charter