WRISC processes and procedures are governed by a set of policies and procedures.
Those that relate to service delivery are listed below, click on the link to view the policy:

PRIVACY POLICY

RIGHTS & RESPONSIBILTIES

GRIEVANCE POLICY

 

YOUR RIGHTS AND RESPONSIBILITIES EXPLAINED

1. YOU HAVE THE RIGHT TO ASSISTANCE IF YOU OR YOUR CHILD (REN) HAS EXPERIENCED FAMILY VIOLENCE.

If you or your child (ren) has experienced family violence in the present or the past, staff at WRISC will provide support for you and will assist you to find and contact other services that may also be able to help you with your needs.

You can expect that:

• WRISC workers will explain what services we can offer you.
• You will be given a time-frame within which we will respond to your needs.
• We will explain the process of being allocated a worker.
• We offer support to understand and deal with the impact of family violence in your life.
• We provide assistance to make a safe home environment for you and your family.
• We can advocate on your behalf and support you through the process of contacting accommodation agencies, motels, and real estate agents.
• If we are unable to provide the services you need we will help find an organisation that can, and make a referral

 

2. YOU HAVE THE RIGHT TO MAKE CHOICES THAT WILL AFFECT YOUR FUTURE.

WRISC will support you to make independent decisions about your future by providing access to information, and exploring options and possible outcomes. WRISC workers will collaborate with you to identify your skills, strengths, and long term goals, and encourage you to develop achievable plans to meet these goals.

You can expect that:

• Workers at WRISC operate according to an empowerment model. An empowerment model recognises women’s strengths and supports them to make their own choices.
• Workers will provide information to help you make decisions, which may include access to other services.
• Workers will ensure that information is provided to you in an appropriate format so that if you experience literacy difficulties, hearing or vision impairments, or language barriers you will have equal access to information.
• Case management plans are developed with you to support you to reach your goals.

It is your responsibility to:

Provide the correct and necessary information about yourself, your situation, your skills, experiences, and future plans so that staff can assist you appropriately.

 

3. YOU HAVE THE RIGHT TO RECEIVE HELP FINDING SUITABLE HOUSING ON A LONG TERM BASIS.

WRISC provides case management support for you to secure long term housing, including information, referrals, advocacy, and support.

You can expect that your support worker will:

• Refer you to a housing agency if necessary.
• Attend appointments with you, if possible.
• Help you fill out applications for housing, if necessary.
• Write letters of support for you to receive housing.
• Advocate on your behalf to the Office of Housing for any problems you might be having, such as with rent payments, or changes that might need to be made to your property due to disability or injury, or making transfer applications.
• Provide assistance to find a private rental property, such as help with the application process, and help to apply for financial assistance.

It is your responsibility to:

Provide WRISC with the correct and necessary information about yourself and your situation to assist in making housing applications.

 

4. YOU HAVE THE RIGHT TO RECEIVE ASSISTANCE WITH APPLYING FOR OTHER SUPPORT SERVICES.

• That might be able to help meet some of your needs, such as Centrelink, legal services, children’s services, educational and employment opportunities, and health services.
• Workers will take a non-directive approach, and always support their client’s decisions.
• Your support worker will advocate on your behalf if you want them to.

 

5. YOU HAVE THE RIGHT TO BE CONSIDERED FOR SERVICES BASED ON FAIR POLICIES.

WRISC provides support, referral, and advocacy services based on your individual needs. We will provide you with information about what we can offer you, and how our funds and services are allocated.

You can expect that:

• WRISC workers will explain who is eligible to receive assistance from our organisation and what kind of assistance is available.
• We will provide support for you to apply for assistance from other agencies. For example, we can help you make an application for housing or financial support.
• You have the right to view WRISC’s policies, and our annual report.
• If we cannot offer you assistance we can make a referral and advocate on your behalf for you to receive help from another organisation.
• WRISC welcomes your feedback on our policies, and on the treatment you received as a client.

It is your responsibility to:

Provide WRISC with the correct and necessary information about yourself and your situation so that the right decisions can be made about what kind of assistance we can offer you.

 

6. YOU HAVE THE RIGHT TO FEEL SAFE.

WRISC is committed to providing a safe, secure and healthy environment for all clients and staff.

You can expect that:

• Physical safety of clients and staff is our priority.
• We seek to ensure safety by providing:
• Occupational Health and Safety training to staff;
• Smoke detectors, fire extinguishers, and fire blankets;
• Locked doors;
• First aid trained staff and resources;
• A hygienic bathroom and kitchen.
• Aggressive or violent behaviour will not be tolerated within the service.
• Advocacy and support will be provided if your safety is being threatened at home.

It is your responsibility to:

Respect the rights of other clients and staff to feel safe, by ensuring that your behaviour does not threaten other people.

 

7. YOU HAVE THE RIGHT TO BE FREE FROM DISCRIMINATION.

WRISC provides services to women and their children, in accordance with an exemption from the Equal Opportunity Act (1995). WRISC will not discriminate on any other of the grounds identified in the Equal Opportunity Act (1995), including gender identity, sexual orientation, race, age, disability, marital status, political or religious beliefs, pregnancy, parental/carer status, employment status, and physical features.

You can expect that:

• You will be given information about your rights and responsibilities at the earliest convenience.
• You will receive support, information, and advocacy if you feel that you have been discriminated against by another agency or service.
• You will be provided with information about how to make a complaint if you feel you have been discriminated against by anyone at WRISC.

 

8. YOU HAVE THE RIGHT TO RECEIVE RESPECT FOR YOUR CULTURAL IDENTITY.

WRISC provides services that are sensitive to the diverse cultural and social identities of our clients. Cultural and social background may include age, race, religion, gender identity, sexual orientation, language, &/or country of origin of yourself and your important relationships and networks.

You can expect that:

• Staff has awareness for the needs of members of the Australian Indigenous culture. WRISC employs a worker whose role it is to adapt services to suit the requirements of clients from an Indigenous background.
• Staff members have participated in cultural awareness training and have a good understanding of the needs of people from diverse cultural and social backgrounds.
• If staff are unable to respond effectively to the needs of particular clients they are able to arrange interpretation services, consult with the Migrant Resource Centre, or make any other necessary provisions or referrals to meet client needs.

It is your responsibility to:

Respect the cultural background of other clients, and/or staff. Provide necessary information about yourself so that staff can respond appropriately to your needs.

 

9. YOU HAVE THE RIGHT TO RESPECT, DIGNITY AND PRIVACY.

Clients at WRISC are treated with respect at all times, which includes the promotion of dignity and protection of privacy.

You can expect that:

• Workers at WRISC respond to you in a courteous, non-judgmental manner, and endeavour to make you feel welcome.
• Privacy of your information, belongings, communications, and physical self are respected, and we have practices in place to protect this right.
• WRISC’s ethical guidelines are consistent with Australian standards that are outlined in the Homelessness Assistance Service Standards. These guidelines and are outlined for clients in our staff code of conduct pamphlet.
• WRISC has a privacy policy in keeping with federal & state privacy legislation. Our policies and procedures are made available to clients, and include information on client consent requirements, the limits of confidentiality, storage of client files, client access to files, staff access to files, and disclosure of client information to other services.

It is your responsibility to:

Treat other people at WRISC with respect and dignity, and respect their privacy.

 

10. YOU HAVE THE RIGHT TO PARTICIPATE IN THE DECISION MAKING PROCESS OF THIS ORGANISATION.

Clients are entitled to contribute their views about the way services at WRISC are provided and the way the organisation is managed. Client feedback is important because it provides an opportunity to see whether services are adequately meeting client needs, and where possible, to make changes so that services better reflect client requirements.

You can expect that:

• Your feedback is welcomed.
• You are encouraged to complete an evaluation form to comment on the services you received at WRISC, to highlight positive features of the services and identify any areas you think need improving.
• You may be invited to participate in focus groups or other forums so that your views and experiences are taken into consideration as part of WRISC’s evaluation and service planning processes.
• WRISC will respect your confidentiality if you wish to provide anonymous feedback.

 

11. YOU HAVE THE RIGHT TO MAKE A COMPLAINT OR APPEAL A DECISION YOU DO NOT AGREE WITH AND TO RECEIVE A RESPONSE FROM WRISC.

If you believe that any of your rights outlined in this charter have been breached by the organisation, or that a decision about services provided to you is unfair, you have the right to address the issue through a fair, clear, unbiased process.

You can expect that:

• Information about our complaints and appeals procedure is clearly explained and readily made available to you.
• The issue will be addressed promptly, respectfully, discreetly, and fairly.
• You are entitled to have an advocate support you through a complaints/appeals process, and WRISC can provide information on where to find such services.
• WRISC welcomes complaints and appeals as an opportunity to improve our service, thus, you should never feel uncomfortable about raising an issue.
• Making a complaint will not affect your right to support at WRISC.
• If you wish to make a complaint or appeal against another organisation, WRISC can provide support and advocacy, or refer you to an advocacy service.

 

WHAT TO DO IF YOU DON’T THINK YOUR RIGHTS HAVE BEEN MET:

Raise the issue with WRISC first. If you feel comfortable to do so, speak with the worker with whom you have a grievance. Alternatively, you can contact the Program Manager (Lynden Baxter).

As a WRISC client you will be provided with a brochure outlining how to make an official complaint or appeal.

Some of the services listed below may also be able to help you.

• Homelessness Advocacy Service, 1800 066 256, www.chp.org.au/has
• Department of Human Services Corporate Complaints Unit, 1300 884 706.
• The Ombudsman Victoria, 1800 806 314, http://www.ombudsman.vic.gov.au/
• Privacy Victoria, 1300 666 445, email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
• Equal Opportunity Commission Victoria, 1800 134 142, http://www.equalopportunitycommission.vic.gov.au/
• Consumer Affairs Helpline, 1300 55 81 81
• VITS Language Link (03) 9280 1955, http://www.vits.com.au/ (for assistance with interpreting and translations).