Support and review client progress

Australia has more than 600,000 community groups of vastly differing sizes and shapes, groups that provide a voice to advocate for someone or some issue. Information about the rights of clients in relation to the services they are receiving is an important resource for supporting clients’ rights and interests. You can start collecting relevant information by locating statements and charters of clients’ rights and consumer rights for the particular community services industry sector, for example, aged care, disability services, mental health services and youth services. You should also search for information about rights in relation to the client’s specific issue, for example, tenancy rights, income support, access to health, education or other community services, employment, legal issues and financial issues.

The following are different types of community resources, networks and referral options that may be approached when supporting clients:

Work colleagues to:

• Provide an internal referral to a service in your own organisation
• Inquire about a service that the client needs, such as allied health, nursing, social support, counselling, carer support or employment support
• Get information and advice about local people, organisations and groups you can contact that may be able to assist
• Help with referral processes. Management to:
•  Raise issues about policy or procedures to ensure personal rights are being upheld and not being infringed.
• Raise issues about service provision.
• Improve access to services
•  Increase service delivery resources to people. You can seek information and resources through your own networks and contacts

Reach out to support organisations to:

• Provide support services that the client requires for specific issues, such as mental health, drug and alcohol addiction, gambling addiction, job seeking, financial counselling or family support
• Provide advocacy or legal aid.

Family and Friends Contact family and friends to:

• Raise issues about their behaviour towards the client
• Check that the client’s rights are being upheld
•  Seek assistance for things such as providing meals, transport, in-home respite, social outings, house cleaning or assistance to pay bills.

Community groups to:

• Seek social support and inclusion activities, including things like church services and cultural activities.

Employers Approach employers to:

• Raise issues in relation to the client’s employment, or seek employment opportunities
• Ensure personal and work rights are being upheld, for example, allowing carers time off work to care for family members.

Health services to:

•  Seek services that the client requires, such as a GP, allied health, nursing, psychology, psychiatry or dental
•  Seek evidence that rights have been infringed, such as the recording of instances of abuse and neglect
•  Collect evidence that the client is competent to act on their own behalf.

Police Contact to:

• Seek assistance when rights have been infringed, such as financial, physical or sexual abuse; domestic and family violence; and other offences against the client.

Legal Representatives

• To get information and advice about the law, including rights, discrimination law, mental health legislation, power of attorney and guardianship
• When the person needs legal representation. Government Departments Reach out to government departments to:
• Inquire about income support (Centrelink) and other benefits, such as the aged care pension or carer support pension
• Seek services as required, for example, aged care or the National Disability Insurance Scheme (NDIS)
• Seek information and advice about rights and eligibility criteria for government-funded services
• Intervene when funded agencies have denied the client access to services - Lodge a complaint against a funded agency if they have not upheld or have infringed personal rights.

Schools, and Education and Training Services Contact schools, and education and training services to:

• Seek services that the client requires, such as training
• Address issues of access, such as ramps and rails, communication aids or interpreters
• Address issues of discrimination, bullying or harassment.

Financial institutions to:

• Seek information and advice regarding clients who have difficulty paying bills
• Negotiate new arrangements for the client to repay debts
• Provide information and advice about bill-management systems

The following resources may help to determine if personal rights are being upheld:

• Your organisation’s policy and procedure documents
• Your organisation’s charter of clients’/consumers’ rights and responsibilities
• Legislation, regulations, standards and guidelines that govern specific issues
• The Australian Human Rights Commission

The Office of the Public Advocate or Guardian

• Legal advice services
• Consumer rights services
• Centrelink
• Consumer protection bodies
• Relevant ombudsman services, such as the Commonwealth Ombudsman, your state/territory ombudsman, Australian Financial Complaints Authority (AFCA) and the Telecommunications Industry Ombudsman

Read

Have a read of the following website for Advocacy Australia. They are an organisation that helps people facing difficulties by providing relief and support. They focus on four areas of social justice: access, equity, rights, and participation. The organisation aims to directly assist individuals, children, families, and groups experiencing suffering, distress, misfortune, helplessness, or sickness. https://advocacyaustralia.org.au/

What Is an Ombudsman?

An ombudsman is an independent body or official who can investigate complaints about government agencies and certain other organisations and seek resolutions to disputes about services and decision-making processes. There is an ombudsman for each parliamentary jurisdiction (Commonwealth, state/territory) and for specific government agencies, such as health services and the police. There are also industry ombudsmen for financial services, telecommunications, energy, water and other essential services.

Finding resources and services within your local community is an important aspect of advocating for your clients and supporting their rights and interests. The kind of resources you need will depend on your client’s issues and on the sector in which you work. Developing a bank of information about useful agencies, resources and organisations will help you to advocate more effectively for your clients, as will developing your research skills. To find relevant community resources you can use:

• Online searches, for example, to locate resources relevant to a particular industry sector or client group (such as people with disabilities, older people, youth or people with mental illnesses)
•  Your industry and sector networks and contacts, such as agencies and services with which you are familiar, or peak bodies
•  Colleagues within your own organisation, including supervisors and managers
•  Local service directories within your community.

Watch

The below video describes the responsibilities of the Commonwealth Ombudsman.

Activity

Conduct some research in your state/territory to find out where your Ombudsman is and what services they can offer.

Lodging complaints

The main purpose of lodging complaints is to bring attention to an issue or concern that you have encountered. Complaints are typically submitted to seek resolution, express dissatisfaction, or highlight a problem with a product, service, or organisation. By lodging a complaint, you aim to communicate your grievances and expectations for a satisfactory resolution or improvement. It provides a formal channel for addressing issues and can contribute to enhancing the overall quality of products or services.

In general, lodging complaints will depend on the organisation’s complaint policies and procedures, however, the following steps may be included:

1. Identifying the complaint mechanism by:

• Checking an organisation’s policies and procedures for guidance on how to lodge a complaint

2. Gathering information:

• Details of the Incident: Record dates, times, names of individuals involved, and a clear description of the issue.
• Supporting Evidence: Gather any relevant documents, emails, or other evidence to support your complaint.

3. Initiating the complaint:

• Complete Forms: Fill out any required forms or paperwork provided by the organisation or external body.
• Submit Online: Many organisations have online complaint forms.
• Write a Letter: If no forms are available, write a formal letter outlining the complaint and supporting evidence.
• Verbal Complaint: Some organisations allow verbal complaints, but it's best to follow up with a written record.

4. Following up:

• Acknowledgement: Ensure you receive an acknowledgment of your complaint and an estimated timeframe for a response.
• Escalation: If you're not satisfied with the response or feel the complaint isn't being handled appropriately, consider escalating to a supervisor or relevant authority.

Additional considerations:

• Confidentiality: If the complaint involves sensitive information, inquire about confidentiality procedures.
• Support: Seek support from colleagues, unions, or professional bodies if needed.
• Legal Advice: For serious complaints or concerns about potential legal implications, consider seeking legal advice. Remember that specific processes may vary depending on the organisation or sector. It's always best to consult the relevant policies and procedures for accurate guidance.

Conflicts between client needs and organisational requirements can arise in areas like budget, timelines, project scope, resource allocation, legal compliance, communication, technology, and cultural differences. These conflicts often stem from differing expectations or constraints. Resolving them requires clear communication, understanding each other's expectations, and finding solutions that work for both the client and the organisation. Some potential areas of conflict when working with clients may include the following:

Navigating these conflicts requires effective communication, understanding the unique needs of each client, and collaborating with the organisation to find solutions that prioritise both client well-being and organisational requirements. Discuss organisation and legal complaints mechanism and ensure client is aware of rights and responsibilities.

It is crucial to discuss the organisation and legal complaints mechanism with clients and ensure awareness of their rights and responsibilities because it establishes a transparent and accountable framework for addressing concerns. By facilitating an open dialogue about the complaint process, clients gain confidence in the organisation's commitment to resolving issues and upholding their rights. This not only fosters trust but also empowers clients to voice concerns, ensuring that their needs are met while promoting a culture of continuous improvement within the organisation.

Additionally, being aware of their rights and responsibilities equips clients with the knowledge to navigate the support system effectively, contributing to a more collaborative and respectful client-worker relationship. An important aspect of supporting your clients’ rights and interests is assessing their capacity to advocate for themselves. This means spending time to help your client to identify their issue or problem, tell you how it is affecting them and articulate what they want to achieve.

The assessment also includes finding out what your client understands about their rights, and the avenues and processes for addressing their issue and correcting any injustices. Even if your client has a good understanding of these matters, they may still lack the capacity to advocate for themselves effectively. They may lack the confidence and skills to speak for themselves, especially if this might bring them into conflict with a person or organisation that they depend on for an essential service.

As a community support worker it is important to be aware of any barriers to self-advocacy which may include low self-esteem or self-confidence, devaluation and disadvantage, a history of past failure, negative attitudes and stereotypes, fear, lack of skill, training and/or knowledge, hopelessness, communication barriers, such as language, communication disabilities or sensory disabilities, feeling powerless or disempowered, past trauma, lack of trust in others and a lack of understanding of their rights.

Assisting a client in lodging a complaint involves a supportive and empathetic approach. Firstly, establish open communication with the client to understand the nature of their concern. Provide clear information about the organisation's complaint procedure, ensuring the client comprehends each step. Assist them in documenting the details of the complaint, emphasizing the importance of including relevant dates, individuals involved, and any supporting documents. Offer guidance on the appropriate channels for submitting the complaint, whether through written forms, online platforms, or designated personnel. Throughout the process, maintain regular communication with the client, addressing any questions or concerns they may have. Encourage them to express their feelings and expectations, reinforcing that their input is valuable in resolving the issue. Ensure confidentiality and inform the client of the expected timeline for the resolution process, providing reassurance and support during what may be a challenging experience.

Steps you may like to consider can include:

• Active Listening - Begin by actively listening to the client's concerns and ensuring they feel heard and understood.
• Empathise - Demonstrate empathy and validate the client's feelings. Acknowledge their right to express dissatisfaction or raise concerns.
• Explain the complaint process - Clearly explain the complaint process to the client, including any relevant policies and procedures within your organization.
• Provide written information - Offer written information about the complaint process, if available. This can serve as a reference for the client and help them understand the steps involved.
• Offer support - Reassure the client that you are there to support them throughout the complaint process. Let them know they can ask questions at any time.
• Document the complaint - Record details of the complaint, including the client's concerns, any relevant dates, and individuals involved. This documentation is crucial for a thorough investigation.
• Identify desired outcomes - Work with the client to identify their desired outcomes or resolutions. Understanding their expectations will help in addressing the complaint effectively.
• Complete complaint form - If your organization has a formal complaint form, assist the client in completing it accurately. Include all relevant details to facilitate a proper investigation.
• Submit the complaint - Ensure the completed complaint form is submitted to the appropriate department or individual within your organization responsible for handling complaints.
• Follow-up - Follow up with the client to confirm that their complaint has been received and is being addressed. Provide any additional information they may need.
• Maintain confidentiality - Emphasise the confidentiality of the complaint process and reassure the client that their information will be handled with discretion.
• Advocate for the client - If necessary, advocate on behalf of the client within your organization to ensure that their concerns are taken seriously and addressed appropriately.
• Monitor progress - Keep the client informed about the progress of the complaint investigation. Provide updates on any actions taken or resolutions proposed.
• Seek external assistance - If the complaint is not resolved internally or the client is dissatisfied with the outcome, inform them about external avenues for complaint resolution, such as ombudsman services or regulatory bodies.
• Evaluate and improve - After the resolution, evaluate the complaint process to identify areas for improvement. Use feedback to enhance your organization's responsiveness to client concerns.

Remember to adapt these steps based on your organization's specific policies and procedures. Always prioritize the well-being and satisfaction of the client throughout the complaint resolution process.

Monitoring the complaint process involves staying engaged with the client to provide continuous support and information. Keep the client informed about the progress of their complaint, explaining any steps taken by the organisation to investigate and address the issue. Regularly check in with the client to gauge their emotional well-being and address any additional concerns that may have arisen during the process. Offer updates on the timeline for resolution and assure the client that their case is receiving attention.

Provide any necessary information or documentation required by the organisation, ensuring a collaborative approach. If there are delays or changes in the process, communicate these promptly and transparently to maintain trust. Throughout this stage, emphasize the client's rights and the organisation's commitment to resolving issues. Being a consistent source of support helps alleviate stress for the client and reinforces the importance of their input in the resolution process.

Discuss progress and outcomes with the client and collaborate on further action as necessary Engaging in discussions about the progress and outcomes of the complaint process is integral to maintaining transparency and involving the client in resolution decisions.

Initiate conversations with the client, providing updates on any investigations conducted, actions taken, or decisions reached by the organisation. Discuss the potential outcomes, whether they involve corrective measures, policy changes, or other forms of resolution. Collaborate with the client to understand their satisfaction with the outcomes and inquire if they have additional concerns or expectations. If further actions are required, work together to formulate a plan, ensuring the client's preferences and needs are central to any proposed solutions.

Encourage open dialogue and active participation, reinforcing the collaborative nature of the client-worker relationship in navigating the aftermath of the complaint.

Ensure follow up and links to other services as required and in accordance with client preferences After the resolution of the complaint, it is essential to ensure ongoing support for the client's well-being. Schedule follow-up meetings to check in with the client, discussing their satisfaction with the resolution and addressing any lingering concerns. Additionally, if the client expresses a need for additional services or support beyond the scope of the original complaint, facilitate connections to relevant resources or agencies.

Tailor these referrals according to the client's preferences, taking into account their cultural background, individual circumstances, and comfort level. This ensures a holistic approach to the client's needs, promoting their overall well-being and providing a comprehensive support system. Regular follow-ups and personalised connections to other services demonstrate the organisation's commitment to ongoing care and client satisfaction.

Reviewing progress, executing follow-up actions and getting feedback from your client are all important aspects of any intervention, including those aimed at supporting your client’s rights and interests. When you develop a plan of action, include a clear goal or outcome so that you can measure your progress and evaluate the outcomes of the action. Identify the strategies you will use and who will be responsible for doing what actions. Include information about the resources you will need and how you will access those resources.

For example, find out:

• What skills are needed
• If there is any cost involved
• What information is needed
• Where you can find the information.

Include any follow-up actions that might be needed, for example, the follow-up needed if you refer your client to another agency. Identify the kind of information you will need to collect about whether or not your plan is working, and about what has been achieved. How will you collect feedback from your client? How will you measure the success of the planned action? Consulting supervisors and colleagues In developing strategies to support the interests and rights of your clients, it is important to consult your supervisor and colleagues who also work with the client, especially in situations where there may be a risk to the client.

It is good practice to keep your client informed about who you consult and why. For example, if you are unsure about the best course of action, discuss this with your client and ask if they consent to your discussing the situation with your supervisor or with another worker. This shows respect for your client and demonstrates that you uphold their right to make informed decisions and choices.

Read

The following link from Better Evaluation provides some great information to read through about Advocacy Planning and Evaluation tools to support advocacy evaluation.

https://www.betterevaluation.org/tools-resources/advocacy-planning-evaluation-program-tools