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Client Information Hand Book March 2012 of 16

Client Hand Book

2A Eurella St, Burwood NSW 2134 PO Box 2233, Burwood NSW 2134

Phone: 9745 5800 Fax: 9745 5066

Email: [email protected] Web address: www.iwct.org.au


All Clients of Inner West Community Transport (IWCT) should read this hand book carefully. If, after reading this information you have questions, or would like further information, please feel free to contact us on 9745 5800. We have also included additional information about other Home and Community Care (HACC) services, which you may be entitled to receive.

Telephone Interpreter Service If you would like to speak to us in your own language you can call the

Telephone Interpreter Service to interpret on your behalf. 131 450

Alternately if you call IWCT we can arrange for the Telephone Interpreter Service to assist you.


Table of Contents 1. INTRODUCTION .................................................................................. 4

2. SHOPPING SERVICE .......................................................................... 5

3. INDIVIDUAL TRANSPORT ............................................................... 6

4. HEALTH RELATED TRANSPORT SERVICE ............................ 7

5. OUTING SERVICE ............................................................................... 8

6. SHUTTLE SERVICE ............................................................................ 9

7. ASHFIELD SHUTTLE SERVICE .................................................... 10

8. OTHER HACC SERVICES ............................................................... 11

SPECIALTY SHOPPING ................................................................................. 11

CHRISTMAS SHOPPING ................................................................................ 11

9. MEMBERSHIP OF IWCT ................................................................. 12

10. OTHER SOURCES OF INFORMATION ON IWCT .................... 12

11. COMPLAINTS PROCEDURE .......................................................... 13

12. PRIVACY & CONFIDENTIALITY ................................................. 13

13. CLIENT ADVOCATES ...................................................................... 13

14. DISCONTINUING A SERVICE ........................................................ 14

15. CLIENT RIGHTS & RESPONSIBILITIES ..................................... 15

CLIENT RIGHTS ........................................................................................... 15

CLIENT RESPONSIBILITIES .......................................................................... 15

16. OTHER HACC SERVICES ............................................................... 16


1. Introduction

Inner West Community Transport was formed in 1986 after local service providers in the Inner West area perceived an unmet need, formed a committee and successfully applied for funding. Inner West Community Transport is funded by Transport for NSW (under the HACC program), South Sydney Western Area Health Service (under the NGO program).

Our Mission The Mission of Inner West Community Transport is to assist frail aged and younger people with disabilities, and their carers, in the Inner West, to maintain their independence and quality of life through the provision, or facilitation of, affordable, safe, accessible and appropriate community transport and shopping services.

Access to Services All HACC funded services which are, Shopping Service, Individual Transport, Outings Service, Shuttle Service, Speciality and Christmas Shopping have the following as the eligibility criteria to access services; Must be living at home or in accommodation that enables independent

living; and Must reside in one of the following areas; Ashfield, Burwood,

Concord, Drummoyne or Strathfield; and Must be provided to people who are disadvantaged and includes, but is

not limited to; the frail aged, people with a disability, socially and geographically disadvantaged people, and people with a low income or on the poverty line.

For Health Related Transport Services the eligibility criteria is as follows; Must reside in one of the following areas; Ashfield, Burwood,

Concord, Drummoyne or Strathfield. Service provided to people who are disadvantaged include, but are not

limited to; the frail aged, people with a disability, socially and geographically disadvantaged people, and people with a low income or on the poverty line.

Clients’ access to services should be decided only on the basis of need and the capacity of the service to meet that need.


2. Shopping Service Aim The IWCT Shopping Service assists clients by transporting them to an appropriate shopping centre to purchase their grocery shopping. Duration of Service Each shopping run is provided with between 1½ to 2 hours of shopping time. Assistance / Restrictions Some shopping runs also have shopping centre assistants helping clients within the shopping centre. Shopping centre assistants are provided according to our funding requirements. Each client is assisted with carrying their shopping into their home. Clients are permitted to carry up to 15 kilograms of shopping onto the bus. Amounts greater than 15kg must be home delivered by the shopping centre home delivery service at the clients expense. Coordination of Service

Local Government Area Day of Service Shopping Centre

Ashfield Residents Every Tuesday & Thursday Ashfield Mall

Burwood Residents Every Wednesday & 2nd Friday Burwood Plaza

Concord Residents Every Tuesday Burwood Plaza

Drummoyne Residents Every Wednesday, Thursday & Friday Leichhardt Market Town

Strathfield Residents Every Friday & 2nd Tuesday Burwood Plaza Cost The cost of this service is $5.00. Costs can be negotiated for those who are financially disadvantaged. Hours and Operation of Service 8.30am to 2.30pm. Monday to Friday Bookings Ph: 9745 5800 Extension: 3 Contact: Service Coordinator


3. Individual Transport

Aim The IWCT Individual Transport service provides a door to door transport service to clients who have personal appointments.

Duration of Service Based on individual needs. Restrictions Clients can receive a maximum of 2 bookings per week subject to availability. Normally this service is provided on an individual basis however if circumstances permit you may be placed in a vehicle with another client to increase availability and meet the growing need.

Destinations Covered

Any location within the Ashfield, Burwood, Canada Bay & Strathfield LGA area

Royal Prince Alfred Hospital

Sydney Eye Hospital

Various Inner City Hospitals (Concord, Balmain, Canterbury)

St Vincents Hospital

Metropolitan Rehab Hospital Petersham

Medical Appointments to GP’s, Specialists & Dentist within the Inner West area

Hours and Operation of Service First pick at 8.30am. Last return home at 3.30pm. Monday to Friday

Cost One way trip costs $8.00. The return Trip is free Costs can be negotiated for those who are financially disadvantaged. Bookings Ph: 9745 5800 Extension: 3 Contact: Service Coordinator


4. Health Related Transport Service Aim The IWCT Health Related Transport Service provides a transport service to Concord Hospital for those who have medical appointments. The Health Related Transport Service is a NSW Health funded service and therefore has a different qualification criterion to other services provided by IWCT. Restrictions Clients living in supported accommodation setting qualify for this service. Service operates exclusively to Concord Hospital. Motor Vehicle The vehicle used for this service is wheelchair accessible.

Cost The cost of this service is $6.00. Costs can be negotiated for those who are financially disadvantaged. Hours and Operation of Service 8.30am first pick up 330pm last return home Every Friday

Bookings Ph: 9745 5800 Extension: 3 Contact: Service Coordinator


5. Outing Service Aim Each year IWCT provides residents from each of the local government areas covered a monthly Outing trip to areas in and around Sydney.

Calendar for Outings Clients on the IWCT database receive an Outings calendar at the start of each year.

A B C D

Date in 2009 Destination

Additional Information/

Cost

Closing day for Bookings

Mon, 2 March

Wollongong & New Grand Pacific Drive Road Lunch - Illawarra Master Builders Club Morning Tea Location - Announced on the day

Limited Walking

Mon, 23 February

Mon, 6 April

Elizabeth Farm Rosehill Lunch - Rydalmere Bowling Club Morning Tea Location - Announced on the day

$4 entry fee Limited Walking

Mon, 30 March

Hours & Operation of Service Hours of operation vary depending on Outing. March – November, one Outing per month. Cost Each outing costs $8.00 Costs can be negotiated for those who are financially disadvantaged. Bookings Ph: 9745 5800 Extension: 3 Contact: Service Coordinator


6. Shuttle Service Aim The IWCT Shuttle service transports clients to allied health appointments at Concord & Balmain hospitals. IWCT has arrangements in place with the STRONG program at Balmain hospital as well as the Physiotherapy and Institute of Sports Medicine departments at Concord hospital.

Motor Vehicle The vehicle used for this service is wheelchair accessible. Hours & Operation of Service 830am to 330pm Every Monday to Thursday Cost One way trip costs $5.00. The return Trip is free Costs can be negotiated for those who are financially disadvantaged. Bookings Eligible clients attending these Allied Health Services are booked in by the receptionist at the Allied Health Service. Clients are then informed of their travel arrangements when a booking is secured.


7. Ashfield Shuttle Service Aim The Ashfield Shuttle service transports eligible Ashfield residents to fixed destinations within the Ashfield local government area. Destinations include; Ashfield Civic Centre, Haberfield shopping precinct and the Summer Hill shopping precinct. Other popular destinations may be added depending on time constraints. IWCT and Burwood Community Welfare Service are working together to trial a new program that will enable clients to sample the tastes of the Ashfield café scene. For more information please call the office staff. Clients must pre-book to access this service and a timetable is available on request.

Motor Vehicle The vehicle used for this service is not wheelchair accessible. Hours & Operation of Service 830am to 330pm Every Tuesday Cost One way trip costs $5.00. The return Trip is free Costs can be negotiated for those who are financially disadvantaged. Bookings Ph: 9745 5800 Extension: 3 Contact: Service Coordinator


8. Other Services

Specialty Shopping Aim IWCT organises shopping trips for non grocery items such as clothing, furniture, gardening equipment and supplies and any other non grocery item found at the centre attended.

Locations The shopping locations will vary each year and include centres such as Flower Power, Rhodes Shopping Centre, The Nut Shop and Marrickville Metro to name a few. Hours and Operation of Service Hours dependent on trip. 4 times per year Bookings & Enquiries

If you would like to receive information about this service please contact our office on 9745 5800 and have your name placed on the mailing list.

Christmas Shopping Aim Towards the end of each year IWCT provides additional shopping services for clients to attend to their Christmas shopping needs.

Hours and Operation of Service Hours dependent on trip. Times dependent on demand. Bookings & Enquiries

If you would like to receive information about this service please contact our office on 9745 5800 and have your name placed on the mailing list.


9. Membership of IWCT All clients are invited to become members of IWCT.

How to Become a Member Complete a Membership Form and pay required fee Lodge with Inner West Community Transport either by mail or in person. (Postal Address: PO Box 2233, Burwood North NSW 2134) Membership Entitlements Invitation to attend Annual General Meeting; Annual Report; Voting rights

Cost $2.20 yearly membership 10. Other Sources of Information on IWCT Website Address: www.iwct.org.au Links include; Service Information Transport Development Newsletter Bus Hire

Links (Other services and information)

About Us Feedback

Client Newsletters Distributed: Three times a year through the mail to all active clients Information: Provides a range of up to date information on services and upcoming events.

IWCT Brochures Accessible through; Mail by request on 9745 5800. Pickup from office at 2A Eurella Street, Burwood. Accessible on the Website (see above for address). Also available in the following languages: Arabic, Chinese, Greek, Italian, Korean and Tamil.


11. Complaints Procedure There are certain steps you can take if you have any complaints concerning the services provided by IWCT. A complaints form should be filled in by the complainant or their

advocate and can be accessed from any staff member of IWCT. Clients are encouraged to raise their complaint with the team member or client concerned, in the first instance, if they feel comfortable about doing this.

If the client is not satisfied with the outcome of step one, or is not happy to discuss the issue with the team member concerned, they should contact the Manager/Coordinator, or use an advocate to negotiate on their behalf.

If the issue is still not satisfactorily resolved, the client should raise the issue with a member of the Management Committee or a nominated outside intermediary.

If the client is not satisfied with the outcome of the complaint, they should be informed that they can appeal the decision and that they can take up the matter with an appropriate third party, including the NSW Ombudsman.

Confidentiality will be maintained at all times when dealing with complaints.

12. Privacy & Confidentiality Protecting the privacy of clients and ensuring stored information is properly used at all times is of paramount importance to IWCT. This policy is designed to ensure that personal information about clients is used only to provide safe and appropriate services to clients and to ensure the efficient administration of IWCT services and activities.

Clients have the right to read any personal information kept about them.

13. Client Advocates Clients may use an independent advocate of their choice to negotiate on their behalf. This may be a family member, friend, or advocacy service. A team member may also act as an advocate for a client as appropriate and within IWCT boundaries and scope of the organisation. Clients wishing to use an independent person or a team member as an advocate should, wherever possible, inform IWCT in writing of the name of the person they wish to negotiate on their behalf.


The client has the right to change an advocate at any time and should inform IWCT in writing of any change. In cases where a client has an advocate or legal guardian appointed to act on their behalf, the rights of the guardian or advocate are to be acknowledged and respected to the extent stipulated in the guardianship or advocacy arrangements.

14. Discontinuing a Service Client Decision A Client may decide to discontinue a service because they have had a change in circumstances after which the service may no longer be appropriate or they may have become dissatisfied with the service to the extent they decide not to use the service any more. Inner West Community Transport Decision Alternatively, Inner West Community Transport may withdraw a service for one of the following reasons: because the service ceases to operate; the client is no longer eligible for the service; because the client, in the agency’s opinion, no longer requires the

service; the client’s behaviour has become too difficult for the service to cope

with; the care needs of the client exceed the capacity of the service to cater

for them; the agency decides that another client should have priority of access to

the service in question; or concerns about the health or safety of the client, agency staff or other

clients.


15. Client Rights & Responsibilities Clients are the focus of IWCT’s operations and it is important that their rights are acknowledged and promoted at every opportunity. As service users, however, clients also have responsibilities to IWCT which they should be aware of.

Client Rights The client, their carer/advocate acting with the client’s permission on their behalf, has a right too; access all information about themselves held by IWCT; be made aware of all the transport options available and associated charges;

refuse a service and refusal should not prejudice their future access to services;

complain without fear of retribution; make a contribution to planning and evaluation of the service; privacy and confidentiality; appeal decisions made affecting the service provided to them; and be made aware of the standard of service which they can expect.

Client Responsibilities Clients/Carers must; provide reasonable notice if service is not required; use seatbelts and other vehicle safety devices as

directed; act in a way which respects the rights of other

clients and team members; respect the confidentiality of information about

other clients or team members which they may obtain whilst using services;

take responsibility for the results of any decisions they make; and

play their part in helping IWCT to provide them with services.


16. Other HACC Services Inner West Commonwealth Carelink Centre: Provides information on all available services in your local area. Phone: 1800 052 222 Address: Wesley Mission, 44 Liverpool Road, SUMMER HILL Email: [email protected] HomeCare: Provides domestic assistance for all house work and assistance with shopping and banking Address: Level 2 4 Railway Pde, BURWOOD, NSW 2134 Phone: 1800 350 792 Fax: (02) 9744 6938 Operating Hours: Mon-Fri 8:30am-4:30pm Email: [email protected] Web address: www.dadhc.nsw.gov.au Inner West Neighbour Aid: Provides gardening and lawn mowing services as well as many other programs Address: Off Beresford Av CROYDON PARK Phone: (02) 9799 5099 Fax: (02) 9799 5201 Email: [email protected] Operating Hours: Mon-Fri 9am-5pm Web address: www.iwna.com.au Wesley Home Modification and Maintenance Service: Provides assistance with modifying your home Phone: 02 9798 6555 Fax: 02 9798 2416 Address: 44 Liverpool Road Summer Hill Web Address: http://www.wesleymission.org.au/centres/cacs/hmms.asp Meals on Wheels: This service provides nutritional meals with the aim of helping people live at home as independently as possible. Burwood Food Service Phone 9744 1866 LGA’s Ashfield & Burwood Concord Community Food Services Inc Phone 9747 1135 LGA’s Concord within City of Canada Bay Council Drummoyne Meals on Wheels Phone 9745 6260 LGA’s Drummoyne within City of Canada Bay Council Strathfield Meals on Wheels Phone 02 9746 7801 LGA’s Strathfield

mailto:[email protected]


http://www.dadhc.nsw.gov.au/


http://www.iwna.com.au/

http://www.wesleymission.org.au/centres/cacs/hmms.asp

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