2. Support Worker Services Provided

Care Focus Support Services agrees to provide Support Worker services to help you with your day-to-day life, participation in the community, and achieving your personal goals. These services may include:

• Personal care – such as showering, bathing, dressing, grooming, toileting, mobility, and support with meals and hydration.
• Community participation – such as support to attend appointments, activities, programs, social events, shopping, and accessing your local community.
• Assistance with daily living – such as help with household tasks, meal preparation, routines, and developing skills to live as independently as possible.
• Transport related to supports – where this is part of your agreed supports (for example, travel to appointments, activities, or community access).
• Other agreed supports – any other Support Worker tasks that are discussed and agreed between you and Care Focus Support Services, and recorded in your service booking or schedule.

We will talk with you about your goals and preferences and tailor the way we support you to suit your needs, culture, and routines.

3. How Services Are Delivered

Support Worker services will be delivered as agreed between you and Care Focus Support Services, and may include support in your home, in the community, or at other agreed locations.

Service times and schedule

• We will work with you to set regular days and times for your supports.
• Your schedule will be confirmed with you in writing (for example, by email, text message, or support plan).
• Any changes to your regular schedule will be discussed and agreed with you whenever possible.

Service locations

Care Focus Support Services provides Support Worker services in Swan Hill, Gannawarra, Tooleybuc, Buloke and surrounding communities. Services may be provided in your home, in the community, or in other locations we agree on together.

Service fees and billing

• Fees for services will be discussed with you before supports begin and will be set out in your service booking or schedule.
• We will clearly explain how and when invoices will be issued and how payments will be made, based on your individual funding and arrangements.
• Any changes to fees will be discussed with you before they take effect.

4. Your Responsibilities as a Participant (or Representative)

To help us provide safe, respectful, and reliable services, you (or your representative) agree to:

• Provide accurate and up-to-date information about your needs, goals, health, risks, and any changes that may affect your supports.
• Treat Support Workers and staff with courtesy, dignity, and respect at all times.
• Let us know as soon as possible if your contact details, health needs, or circumstances change.
• Be available at the agreed place and time for your supports, or give notice if you need to cancel or change a booking.
• Use the supports safely and follow reasonable guidance from Support Workers about safety in the home and community.
• Let us know if you are unhappy with any part of your support so we can work with you to improve it.
• Pay any agreed fees on time, in line with your individual funding and payment arrangements.

5. Cancellation and Notice Period

If you need to cancel

We understand that plans can change. If you need to cancel or change a support booking, please contact Care Focus Support Services as soon as possible by phone or email.

• We request at least 2 clear business days notice to cancel or change a scheduled support.
• If you provide the required notice, we will not charge for the cancelled service.
• If you cancel with less than 2 clear business days notice, or are not present when the Support Worker arrives, a cancellation fee may be charged in line with your agreed service terms.

If Care Focus Support Services needs to cancel

If we need to cancel or change a booking (for example, due to staff illness, emergencies, or other unforeseen circumstances), we will:

• Notify you as soon as possible.
• Explain the reason for the change.
• Offer an alternative time or Support Worker where possible.
• Not charge you for services that we cancel.

6. Privacy and Confidentiality

Care Focus Support Services respects your privacy and is committed to keeping your personal information safe and confidential.

• We collect only the information we need to provide safe and effective supports.
• Your information is stored securely and only accessed by staff who need it to support you.
• We will not share your personal information with others without your consent, unless we are required to by law or there is a serious risk to you or another person.
• You have the right to access the information we hold about you and to ask for corrections if you believe it is inaccurate.

If you would like more information about how we manage your personal information, you can contact us using the details at the top of this page.

7. Feedback and Complaints

Your feedback helps us to improve our services. We welcome all feedback, including compliments, suggestions, and complaints.

• You can provide feedback or make a complaint at any time by speaking with your Support Worker, contacting our office by phone or email, or using the form at the bottom of this page.
• We will listen to your concerns respectfully and take them seriously.
• We will respond to complaints as quickly as possible and work with you to find a fair outcome.
• You can have a support person, family member, friend, or advocate help you to make a complaint.
• You can choose to make a complaint anonymously, but this may limit how we can respond.

Raising a concern or making a complaint will not affect the quality of the services you receive from us.