Towards the Horizon | NDIS Registered Provider Darwin

1. “Participant Handbook”

2. The Towards the Horizon Pty Ltd in Northern Territory provides various community services that reflect the mission and Guiding Principles of the Towards the Horizon movement towards Australian community. • Our Mission: “Empowering people with disabilities to live meaningful and fulfilling lives in theircommunity”. • GuidingPrinciples: • Equip: providing practical help, care giving skills and knowledge to participants to achieve how to tackle learning challenges. We believe everyone plays a vital part in individual’sgrowth. • Inspire: Inspire participants to build a better future by focusing on cognitive, academic, communicative and emotional development. We believe every individual contains amazing capacity to makechanges. • Dignity: The right of a person to be valued and respected for their own sake, and to be treated ethically, equally in hiscommunity. • Diversity: understanding that each individual is unique, and recognizing our individualdifferences E:mail:enquiries@towardsthehorizon.org.au www.towardsthehorizon.org.au

3. Group/CentreActivities • ParticipateCommunity • Development-LifeSkills • Innovative CommunityParticipation • Daily Tasks/Shared Living • Community NursingCare • BehaviourSupport • Assist-Travel/Transport • Assist-PersonalActivities • Assist-Life Stage,Transition • Assist Personal Activities High • Assist Prod-PersCare/Safety • Accommodation/Tenancy More about Towards the Horizon: Towards the Horizon is a Registered NDIS Provider for the followingservices E:mail :towardsthehorizon20@gmail.com www.towardsthehorizon.org.au

4. Email:enquiries@towardsthehorizon.org.au Ourcommitment: • Providing you information about your rights andresponsibilities • Providing you best support by working with otherservices • Providing you all relevant information in easiest possibleway • Protecting your personal information and only using it for the rightreasons • Working together towards your goals and be actively participative to requiredchanges • Promoting choices and your control ofthem • Be mindful of your safety and culturalbeliefs • Communicating with you time to time is of significant importance tous www.towardsthehorizon.org.au

5. Access supports that promote, uphold and respect their legal and humanrights • Exercise informed choice andcontrol • Have freedom of expression, self-determination anddecision-making • Access supports that respect culture, diversity, values andbeliefs • Access a service that respects their dignity and right toprivacy • Support access to make informed choices to maximise theirindependence • Access supports free from violence, abuse, neglect, exploitation ordiscrimination • Receive supports which are overseen by strong operationalmanagement • Access services which are safeguarded by caring carers who work within a well- managed risk and incident managementsystem • Receive services from workers who are competent, qualified and have expertise in providing person-centredsupports • Consent to the sharing of information between providers during transitionperiods • Select to opt-out of providing information, as required byNDIS. Participants’Rights: Email:enquiries@towardsthehorizon.org.au www.towardsthehorizon.org.au

6. www.towardsthehorizon.org.au • Respect the rights of our staff; to ensure a workplace that is safe, healthy and free from harassment • Abide by the terms of their agreement withus • Understand that their needs may change and, correspondingly, services provided may need to change to meet theirneeds • Accept responsibility for their actions and choices, even though some decisions may involverisk • Inform us if they have any problems with our staff or the servicesreceived • Share appropriate information to develop, deliver and review their supportplan • Care for their health and wellbeing, as much as they're ableto • Provide information that will help us better meet theirneeds • Provide us with a minimum of 24-hours notice if they won't be home for theirservice • Understandthatourstaffareonlyauthorisedtoperformthe agreednumberofhoursandtasks outlined in their serviceagreement • Contribute and participate in the safety assessments of theirhome • Control pets during serviceprovision • Provide a smoke-free workingenvironment • Pay the agreed amount for the servicesprovided • Provide appropriate notice in writing (where able) before terminating ourservice • Advise our staff, when asked, if they wish to opt-out of aservice. Participants’Responsibilities:

7. The NDIS Code of Conduct promotes safe and ethical service delivery, by setting out expectations for safe and ethical services and supports for both NDIS providers andworkers. • It requires workers and providers delivering NDIS supportsto: • act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws andconventions • respect the privacy of people withdisability • provide supports and services in a safe and competent manner with care andskill • act with integrity, honesty, andtransparency • promptly take steps to raise and act on concerns about matters that might have an impact on the quality and safety of supports provided to people withdisability • take all reasonable steps to prevent and respond to all forms of violence, exploitation, neglect, andabuse • take all reasonable steps to prevent sexualmisconduct. • The NDIS Code of Conduct applies to all workersof: • registered NDISproviders • unregistered NDISproviders • community partners of the NDIA – LAC and ECEIproviders • providers delivering information, linkages, and capacity buildingactivities • providers delivering Commonwealth Continuity of Support Programme services funded by the Department of Health for people over the age of65 • The NDIS Commission will apply the Code to its employees, in addition to the Australian Public Service Code of Conduct. Guidance has been developed to help NDIS providers and workers understand their obligations under the NDIS Code ofConduct. • www.towardsthehorizon.org.auEmail:enquiries@towardsthehorizon.org.au

8. We are committed to providing high quality services to our participants and the wider community of Darwin and Palmerstonareas. PRACTICESTANDARDS Service to our participants is paramount. We aim to provide you with thehighest level of assistance across our range ofservices. GENERALENQUIRIES You can contact us by phone, email, mail or through our social media networks. You can make an appointment to meet with our staff if you need to. When contacting us by phone; we aim to respond to you either at the first point of contact or within three (3) working days. If we cannot respond to your query within this timeframe, we will acknowledge your communication, let you know why we cannot fully respond and give you an estimated time when you can expect a more detailed response. WE ARE COMMITTEDTO Client Charter- • Providing you information about your rights andresponsibilities • Providing you best support by working with otherservices • Providing you all relevant information in easiest possibleway • Protecting your personal information and only using it for the rightreasons • Working together towards your goals and be actively participative to required changes • Promoting choices and your control ofthem • Be mindful of your safety and culturalbeliefs • Communicating with you time to time is of significant importance tous www.towardsthehorizon.org.au Email:enquiries@towardsthehorizon.org.au

9. OUR COMMITMENT TOYOU • We strive to always treat participants fairly and honestly. As a result, our services to clients aim to be efficient, accurate, andreliable • We will provide our services to you in a trustworthy and responsivemanner • We will demonstrate professionalism, appropriate and positivebehavior • The staff who work with you will be qualified, dressed smartly and be ina • possession ofidentification • All staff will have current first aid certificate, working with children card, driving license and have undergone criminal historycheck • Towards the Horizon is committed to adhering to the NDIS Quality & Safeguards Commission. • YOUR CONCERNS, COMPLAINTS ANDFEEDBACK • We value our relationships with participants, their family members and other stakeholders. We aim to resolve complaints and disputes to the satisfaction of members, licensees and us. Feedback and complaints are great tools to evaluate whether we are meeting our commitment to you. We will aim to address any complaint, suggestion or feedback quickly andopenly. • You can make suggestion orcomplaint: Client Charter Continue- • You can say it or writeit • You can tell any staff or go directly to our staff who can be contacted on +61 481 211 600. If you are not satisfied with complaint outcome, you can ring the NDIS on 1800 800110 • If you are not satisfied with the results of your discussion with NDIS, you can contact theOffice of Ombudsman NT on 08 8999 1818 or Health and Community Services Complaint Commission on 08 89991969 www.towardsthehorizon.org.au Email:enquiries@towardsthehorizon.org.au

10. At Towards the Horizon you have the right to make decisions and choices about how and when you receive your support, and aspects associated with the delivery of that support. You can request a discussion/review with us at any time so as to ensure that we continue to meet yourrequirements. NOTE: For NDIS participants, your identified goals (also documented on your individual Service Agreement) are considered when developing your support. The key strategies identified to achieve your goals will be documented and monitored by us, and reviewed withyou. Decision making andChoices: Email:enquiries@towardsthehorizon.org.au www.towardsthehorizon.org.au

11. Any time you speak with the Towards the Horizon you have the choice of bringing a family member/advocate with you if you would like. Having choice and control means you have the right to make decisions and choicesabout: • What activities you do and what other services you canaccess • Where you go in thecommunity • When you are supported by Towards the Horizonand • Who you would like to support you Email:enquiries@towardsthehorizon.org.au www.towardsthehorizon.org.au

12. Advocacy Services in NorthernTerritory Email:enquiries@towardsthehorizon.org.au www.towardsthehorizon.org.au

13. Towards the Horizon will protect your private information and respect your rights as an individual. This means that all your personal and private information will only be available to those who need access, this may include Support Workers, Towards the Horizon management team, and other people that you give permission to, and only used for the reasons it was given to us. We only discuss information with people who need to know and where it is permitted under the PrivacyLaws. A copy of our Privacy Policy can be supplied by our team whenever you request it. During your intake meeting at the Towards the Horizon, a Factsheet on Privacy & Confidentiality will be provided toyou Privacy andConfidentiality: Email:enquiries@towardsthehorizon.org.au www.towardsthehorizon.org.au

14. Your support worker will support and assist you to meet your individual goals as per the support schedule and key activities in your Individual ServiceAgreement. If your needs change, and/or you would like a review of your support schedule/key strategies please discuss this with us so we can continue to provide you with valuable support to meet your needs. As per your support schedule from your Individual Service Agreement, a regular roster will be developed, and a copy provided toyou. You can elect to receive this via email, in person by your support worker. Changes to this roster are to be advised in accordance with your Individual Service Agreement. Note: Please remember to advise us in advance of any appointments youneed support for, or anything else that may affect your regular supporttimes. Individual Needs: www.towardsthehorizon.org.au Email:enquiries@towardsthehorizon.org.au

15. At the time of developing your Individual Service Agreement, you would have discussed transport options (and the associated costs involved) to help you get to and from activities and appointments during support shifts. These include: Public transport with your support worker OR support worker private vehicle: Support Workers can use their own vehicles when supporting you. Towards the Horizon’s management ensures that their vehicle is properly registered andinsured. Transportation: www.towardsthehorizon.org.au Email:enquiries@towardsthehorizon.org.au

16. Communication: You can contact us by email enquiries@towardsthehorizon.org.au or phone at +61 481 211 600. Please advise ourstaff if you require alternative communicationformats. www.towardsthehorizon.org.au Email:enquiries@towardsthehorizon.org.au

17. Thanks for Choosing Towardsthe Horizon PtyLtd.