Participant Booklet

On behalf of the whole team, a very warm welcome to Zero Limits Disability Services (ZLDS). We are thrilled that you chose our organisation, and we look forward to working with you to achieve your goals.

The purpose of this document is to provide information for new participants joining ZLDS, as well as your families, carers, or significant others, about the important policies and procedures which may affect you during your time with us.

In the following pages, you will find information about our services, your rights while at ZLDS, and information about your privacy, information we gather about you, and who to contact to give feedback or to make a complaint.

This document also gives you a thorough understanding of the important workplace expectations we set, as well as what you can expect from us as an organisation.

The delivery of safe, high-quality services relies on effective communication. Where required, interpreters and translators will be made available at no cost to support your interactions with us. 

Our Mission

Our mission is to help people with a disability live healthier lives and to be a valued member of the community.

Our Vision

Empowering individuals to reach their full potential by supporting them to achieve their goals, dreams, and aspirations.

Our Values

Integrity

We will honour commitments and never compromise ethics. 

Empowerment

We work in partnership with participants, their families, and carers to ensure they have choice, control, and a voice in determining the supports, services, and community activities.

Respect

We respect the dignity, diversity, and individuality of all people. 

Compassion

We strive to continually be welcoming and serving to all with understanding and without judgement.

Our team will support you to:

• Feel in control of your supports
• Be more informed about all available options
• Maximise supports
• Feel more connected
• Receive assistance with making decisions about the future
• Find support in the local community
• Increase confidence.

Our team will assist you to navigate the NDIS system by providing information, advice, and support when decisions need to be made.

We will ensure you are supported to understand your National Disability Insurance Scheme (NDIS) plan and connect you with people and supports that will enable you to live life as you have chosen and reach your potential.

We are committed to you and as part of our service delivery you can expect:

Personalised service

• We focus on individual goals
• We are committed to finding the best support services for you
• We will meet with our participants one-to-one for personal support
• We will mentor and coach you to build your understanding of the NDIS.

Extensive resources

• Our teams are experts in navigating NDIS information system.
• We have access to a diverse range of information about suitable mainstream services and activities.

Proactive communications

• We will prioritise crisis situations and attend to them as appropriate
• We will commit to regular, open, and responsive communication if your preferred format.

We agree to deliver a positive support coordination experience by:

• Reviewing the provision of your supports at not less than quarterly intervals.
• Providing supports that meet your needs at your preferred times (where reasonable and possible); and
• Providing services in accordance with the service descriptions.
• Protecting your privacy and confidential information in accordance with the ZLDS Privacy & Confidentiality Policy, as published and updated on our website: https://www.zerolimitsdisabilityservices.com.au/privacy-and-confidentiality.
• Use an online participant file management system with the latest cyber security and data protection systems; International Information Security Standard (ISO 27001) certified.
• Communicating openly and honestly in a timely manner.
• Treating you with courtesy and respect and deliver our services in a fair, equitable and transparent manner.
• Consulting you on decisions regarding how your supports are provided.
• Facilitating arrangements for your Advocate (as defined under the NDIS) if you are affected by a complaint or incident and wish to be independently supported in that process by an Advocate.
• Helping you understand your plan and what supports funding can be used for establishing connection between you and providers.
• Setting up plan budgets for each category for the duration of the plan.
• Providing an interim NDIS Participant Evaluation Summary to NDIS.
• Preparing for your plan review and reviewing of your goal setting and achievements.
• Maintaining accurate records regarding the supports delivered to you.
• To ensure continuity of supports to participants by providing a point of contact who will be a current support coordinator in the industry to cover periods of leave by the primary support coordinator. For extended periods of leave, sickness or indefinite leave, this person will ensure you are thoroughly transitioned to another suitable support coordinator in a timely manner.  
• Providing you with information about managing any complaints or disagreements with providers (including the details of their cancellation policy, if relevant); and
• Listening to your feedback and resolve problems as quickly as is reasonable to do so.

However, please note that Zero Limits Disability Services, and its Support Coordinators are not able to,

• Act as an Advocate for you, however further information on disability advocacy and finding a disability Advocate can be found at www.ndiscommission.gov.au/participants/disability-advocacy and disabilityadvocacyfinder.dss.gov.au/disability/ndap/
• Provide you with case management services; or
• Provide you with any transport in a private vehicle owned by ZLDS or one of its employees.

The NDIS Terms of Business for Registered Providers require providers to have policies (HR-11 Conflict of Interest) about potential conflicts of interest in service delivery. ZLDS and its team members will:

• Ensure that when providing support to participants under the NDIS, including when offering Support Coordination services, any conflict of interest is declared and any risks to participants are mitigated.
• Ensure that advice to a participant about support options (including those not delivered directly by ZLDS) is transparent and promotes choice and control.

ZLDS respects and fully commits to upholding the rights of all people, including those with disabilities. We are also committed to ensuring you are aware of your rights and responsibilities and are supported to exercise them.

In supporting you to exercise your rights, we must comply with the United Nations Universal Declaration of Human Rights, United Nations Convention on the Rights of Persons with Disabilities, National Disability Insurance Scheme Act 2013 and NDIS Practice Standards (2018) - Rights and Responsibilities.

Respect

You have the right to be respected, accepted, and always treated with dignity when working with ZLDS.

A Safe Environment

Every person has a right to live a life free from fear of violence, abuse, harm, neglect, and exploitation, regardless of their disability, race, gender, age, sexual orientation, religion, or political or other opinion. You have a right to be safe and protected while with ZLDS.

Autonomy and Independence

You have the right to make your own choices and decisions, to have control over your own life, and to choose the supports and services that best suit your needs. ZLDS will always respect your independence and the decisions you make.

Right to sufficient Time 

To ensure participants are aware of their right to sufficient time to consider and review all their options and to seek advice if required, at any stage of support provision.

Person-Centred Decision Making

ZLDS is committed to a person-centred approach to service delivery and service development. ZLDS will take into account individual choices and the rights of each

participant when providing services. All participants have the right to make their own decisions and to have choices that enable them to fully participate in their community.

Non-discrimination

You have the right not to be discriminated against on the basis of your disability, race, gender, age, sexual orientation, religion, or political or other opinion, both with ZLDS and in every other arena. You have the right to be free from stereotypes and prejudices. No one at ZLDS will ever discriminate against or stereotype you.

Participation and Inclusion

You have the right to full and effective social participation and cultural inclusion, and to have your individual and cultural needs supported while you are with ZLDS.

Equal Opportunities 

ZLDS will always support you to exercise your right to reach your full potential, and to have your capability and capacity recognised and supported. ZLDS will always promote your rights, interests, and wellbeing.

Accessibility

You have the right to access all aspects of social, recreational, educational, and vocational life, in a way which is free from discrimination, abuse, neglect and exploitation. You have the right to equal access to the physical environment, transport, information and communication, and other facilities. ZLDS will always offer its services and supports in a way which is fully accessible.

Equality 

You have the right to be treated equally, including under the law and between genders. Every person at ZLDS is equal and will always be treated equally.

Access to Justice

You have the right to equal access and participation in the justice system. ZLDS will always support you to access the justice system, should you require it.

Exercising Your Rights

You can exercise your rights at all times while with ZLDS and expect to have your rights upheld and respected.

ZLDS is committed to working in partnership with all participants, and their families, to ensure that everyone remains happy, healthy, safe in and is empowered to achieve their goals. We are 100% committed to upholding your rights, and we ask that you also uphold your responsibilities during your time with ZLDS.

Treating Our Staff with Respect

ZLDS staff have the right to come to a safe and happy workplace. We ask that you treat any employee or representative of ZLDS, and its enterprises, with courtesy and respect.

Working with ZLDS to Ensure Services Meet Your Needs

You have a responsibility to work with the ZLDS team to ensure the services we are providing to you truly meet your needs. Please reach out to us if your goals or needs change, or if you are not happy with the outcomes you are achieving. 

We also ask that you talk with us in circumstances where we raise concerns with you directly about how the service is going. We ask that you provide all information, reports, plans and documents required for us to be able to deliver services safely. 

In particular, we require a copy of your Behaviour Support Plan, and other medical documents such as an Epilepsy management plan, if you have one.

Changes to Contact and Support Information

It is the responsibility of participants, or their representatives, to inform ZLDS of any changes to:

• Contact details, living arrangements, transport requirements, home environment and personal situation, as this can impact the provision of the services we provide.
• Medical status, medication needs or daily management processes.
• Your NDIS plan or billing arrangements.
• Anything else that may affect your service with ZLDS.

Health and Safety

We ask that you respect ZLDS’s WH&S policies and procedures and listen to requests from staff as it relates to safety when conducting visits and behave in a professional manner. Unsafe and/or violent behaviours are not tolerated by ZLDS. An unsafe behaviour is any behaviour that may endanger the safety of an individual or others around them, such as throwing items or aggressive acts. 

Personal Relationships

At ZLDS, we encourage the development of strong, dynamic and vibrant relationships between everyone within the organisation, including between all staff, volunteers, participants, supporters, and other stakeholders. We believe that the stronger and deeper our interpersonal relationships are, the better we will fare as an organisation. We encourage all our personnel to adopt healthy relationships with others involved in the organisation, but we do expect that everyone remains mindful of each other’s boundaries. If an individual feels that a relationship with any person involved with the organisation has crossed a line, they are encouraged to bring it to the attention of a Manager.

You have the choice about whether your family, carers and advocates are involved in the decision-making process and in the exercising of your rights. Your choice in this regard will always be respected.

To ensure the open and transparent flow of communication about your services, we will always endeavour to keep your family, carers and advocates up to date about your progress at ZLDS. If you would rather, we do not share any information about your program with your family, please let us know and this preference will be respected.

ZLDS fully supports your right to have an independent advocate support you in your interactions with us. If you would like help finding an independent advocate, speak to one of our staff.

Advocacy Organisations

PWDA – People with Disability Australia:

Phone: 1800 422 016

Email: pwd@pwd.org.au

Mental Health Advocacy Service:

The Mental Health Advocacy Service (MHAS) is a state-wide specialist service of Legal Aid NSW. We provide free legal information, advice and assistance about mental health law.

You can telephone for an appointment to come and speak to a lawyer at our Burwood office. 

Phone: 02 9745 4277

Intellectual Disability Rights Service

The Intellectual Disability Rights Service provides services from four locations in NSW. The head office is base in Redfern. The regional offices provide support for people with intellectual disability at police stations, courts and other locations for criminal matters. These are services of the Criminal Justice Support Network.

Phone: 1800 666 611

Email: info@idrs.org.au 

Website: www.idrs.org.au

Multicultural Disability Advocacy Association

The Multicultural Disability Advocacy Association of NSW (MDAA) is the peak body for all people in NSW with disability and their families and carers, with a particular focus on those from a culturally and linguistically diverse (CALD)/ Non-English Speaking (NES) background with disability.

Phone: 1800629072

Email: ses@mdaa.org.au

Postal: PO Box 144 Hurstville NSW 1481  

Alternatively, you can use the Disability Advocacy Finder, which is available online at https://disabilityadvocacyfinder.dss.gov.au/disability/ndap.

So, you are keen to get started. 

What should you do now?

The first thing you need to do is contact the ZLDS Team and let them know you are ready to get started. The team will arrange an appointment at a time and place of your choosing to review your supports and complete a service agreement to allow ZLDS to assist and support you during your NDIS journey.

ZLDS Service Agreement

This document describes how we will work together to deliver services. It includes our terms and conditions, as well as information about cancellation of supports, funding arrangements etc. It is important that you read your Service Agreement and sign. ZLDS will answer all your questions and if you need more time to consider your options or seek advice, we will fully support your request.

Schedule of Supports

The Schedule of Supports is incorporated into the service agreement which explains what services we will be delivering to you and what NDIS line number we will be using.

Individual Support Provision 

This document allows us to capture what supports you wish us to identify and implement for you. It also captures risks, strengths, potential limiters, and preferred providers. This document gives ZLDS clear direction on what your wish to spend your NDIS funding on in achieving your NDIS goals.

Fees & Charges

We will discuss fees with you before providing services and include all fees in the Service Agreement. The Service Agreement contains detailed information about the services we will provide you and how fees are paid. This must be agreed to by you before services can commence.

ZLDS will provide you with regular invoices and statements to assist you to manage payment for our services.

All participants have the right to exit ZLDS services at any time and a decision to do so will not prejudice future access to the service. You must give us 14 days’ notice in writing if you wish to leave our services before the end date in your Service Agreement.

All participants exiting the service will be offered an Exit Interview, where we can discuss the reason for them leaving and obtain feedback about how we can improve our processes. We also provide a support summary to support people exiting or changing services. 

Participants who have chosen to exit our services have the right to re-access services without having to follow formal access processes, provided the necessary resources are available.

If you wish to end your service provision, please speak to a staff member.

If any material amendments to the Service Agreement are required, ZLDS shall notify you in writing of the changes and these shall be considered accepted by you, unless you otherwise notify us in writing, within 7 calendar days.

ZLDS shall notify you immediately of any changes and present a workable solution for your consideration. ZLDS will work with you to find the best way forward that does not impact on your services. Examples of unplanned interruptions could be workers becoming ill or family emergencies, vehicle breakdowns, natural disasters and or extreme weather conditions. ZLDS are prepared and have plans in place for all potential emergencies. IM-05 Emer Disaster Business Recovery Plan is available in the toolbox tab of our website and we encourage all participants and families to consult with us and provide feedback on our current emergency preparedness protocols.

ZLDS understands that living with a disability can be challenging. We are here to assist you and will attempt a resolution as a priority and only end services if it is identified that it cannot be managed or reconciled.

ZLDS may terminate a participant’s services when:

• Abusing or assaulting an employee, provider, other participant, or damage to ZLDS property.
• Possessing, trafficking, or supplying illicit drugs.
• Continually breaching the terms and conditions of the ZLDS Service Agreement.
• They are unwilling over a period to work towards agreed goals.
• Financial requirements are not being met.
• Acting which is intended to harm ZLDS reputation.

Any person whose services are terminated have the right to appeal. Appeals should be directed in writing to ZLDS Operations Manager.

Contact Us

Name: Drew Stibbard

Phone: 0428042304 

Email: info@zerolimitsdisabilityservices.com.au

Office Hours

Mon -Thu: 9am to 5pm

Fri: 9am to 3pm

Weekend: Closed

Public Holidays: Closed