Provider Governance and Operational Management Standard

Governance and Operational Management

NDIS Participant support should be overseen by robust governance and operational systems to handle scope and complexity of supports delivered by the provider.

Some Examples of governance and operationa management include:

• Providers must allow for opportunities where participants and persons with disabilities can contribute to the governance of the organisation.
• A defined structure is implemented to adhere to all financial, legislative, regulatory and contractual responsibilities and systems are in place to respond to quality and safeguarding measures associated with delivering supports to participants.
• The skills and knowledge required for the governing body to govern effectively are identified and training is provided
• Performance management including responses to individual issues are monitored by the governing body to drive continuous improvement across management.
• The provider is managed by suitably qualified individuals with definied responsibilities and authority for the provision of supports.
• A documented system of delegated responsibility exists to another person in the absence of the peson who usually holds that authority.
• Perceived and actual conflicts of interets are proactively managed and documented inclding through the development and maintenance of organisational policies.

Risk Management

Risks to participants, employees and providers must be identified and managed.

Some examples can be found below:

• Risks should be identified, analysed, prioritised and treated.
• A documented risk management system should be put in place to handle risks.
• Risk management should cover incidents, complaints and resolutions, governance and operations, human resources, information, WHS (Work, Health and Safety), Emergency and disasters.
• Where relevant risk management systems should also cover infection control.
• Supports and Services must be delivered in a way that is consistent with the risk management system.
• Appropriate insurances should be in place like professional indemnity, public liability and accident insurance.

Quality Management

Managing quality and promoting continuous improvement in the delivery of supports.

• To implement a quality management system that focuses on ensuring quality meets the NDIS Code of Conduct and NDIS Practice Standards.
• Ensuring the system remains well documented and is proprtionate to the size and scale of the provider.
• Support continuous improvement by looking at outcomes, analysing data, using evidence-informed practices and requesting regular feedback from participants and staff.

Information Management

Ensure each participant's information is identifiable, recorded accurately, is current, secure and confidential. Make sure that the information is easily accessible to the participant and appropriately utilised by relevant staff and stakeholders.

• Ensure that you have consent for the collection and recording of each participant's data.
• Ensure that you have consent to share or disclose their information with relevant stakeholders, such as doctors, plan managers and support coordinators.
• Ensure that participants are informed regarding how their data is stored and used, also inform the participant regarding they may access or correct their information and how they may withdraw or amend their prior consent.
• Documents should be stored with appropriate use, access, transfer, storage, security, retreival, retention, destruction and disposal processes in place.

Feedback And Complaints Management

Participants must have knowledge of the appropriate feedback and complaints channels with the provider. Complaints and feedback must be welcomed, acknowledged, respected and well managed by providers.

• A complaints management system must be maintained that is relevant to the size and proportion of the provider.
• Each participant must be provided with information regarding how to lodge feedback or a complaint including avenues that are external to the provider, such as the NDIS Quality and Safeguards commission. A supportive environment will be provided to all participants who wish to offer feedback or complaints.
• Provider must demonstrate continuous improvement regarding complaints and feedback management by regularly reviewing complaints and feedback policies.
• Staff should be aware of and trained in and to comply with the required procedures regarding complaints handling.

Incident Management

Participants should be safeguarded by the provider's incident management system, ensuring that incidents are acknowledged, responded to, well-managed and learned from.

• Participants must be made aware of the Incident reporting System including how incidents involving a participant are managed, especially those involving the participant.
• Demonstrating continuous improvement in incident management by regular review of incident management policies and procedures, review of causes and the handling of outcomes. Make sure to seek participant and staff views and incorporate this feedback to improve the provider's internal systems.
• All Staff must be trained in and to comply with the provider's procedures as they relate to incident management.

Human Resources Management

Each participant's supports must be met by workers who are competent in their role, hold relevant qualifications and who have relevant experience to provide person-centred support.

• Skills and Knowledge of each position within the provider are well documented regarding their responsibilities, scope and limitations of each position.
• Records of worker's pre-employment checks, qualifications and experience are maintained.
• NDIS Workers must complete the mandatory NDIS worker orientation program.
• Have a system in place to plan, facilitate, record and evaluate systems of training and education for staff.
• Timely supervision, support and resources should be made available to staff relevant to the scope and complexity of the supports they provide.
• Performance of staff should be managed, developed and documented including providing feedback and development opportunities.
• Infection prevention and control planning courses should be undertaken by all staff involved in providing supports to participants.
• Ensure employee contact details and records of secondary employment are available.

Continuity of Supports

Each participant has access to timely and appropriate support without interruption.

• Day to day operations should be managed in an effective and efficient way to ensure the continuity of supports.
• In the event of worker absence, someone else who is equally qualified and experienced should be available to fill the role.
• Supports are planned with each participant to meet their specific needs and preferences. These needs and preferences are documented and provided to support workers prior to commencing their work with each participant.
• Arrangements are in place to ensure supports are available for the duration of a participant's service agreement.
• Alternative arrangements are available for the continuity of supports for each participant where changes or interruptions are unavoidable are explained to and agreed by participants, delivered in a way that still meets their needs, preferences and goals.

Emergency and Disaster Management

Providers must plan to ensure that risks to the health, safety and wellbeing of participants that may arise in an emergency or disaster are considered and mitigated and ensures that the continuity of supports are provided.

• Measures must be in place to ensure that the continuity of supports remain.
• Measures must be include preparing for and responding to a disaster, making changes to participant supports, adapting and rapidly responding to changes in participant supports.
• Emergency and safety plans are developed by the governing body and communicated with participants.
• Mechanisms are in place for the governing body to test their plans and adjust them depending on the disaster at hand.
• Each worker must be trained in the implementation of the plans.