Scenerio

Jane has contacted you upset with the support her daughter, Daisy, who has been living at the MAXHelp residential home for the last 6 months. Daisy, who has down syndrome, hopes to live independently soon and has been learning important skills to help her do that in the group home environment. There are three main community support workers who support Daisy at the centre.

Jane reports that Tina (one of Daisy's main support workers) is continually distracted by her phone while she is supporting Daisy. Jane says Daisy has been unhappy with Tina's support for some time but has not reported it. Being a young woman, Daisy was unsure of how to report her concerns and didn't want to get Tina into trouble. However, Jane has also learned that on a recent outing Tina 'lost' Daisy. Not knowing what to do Daisy began to walk back to the residential home by herself along a very busy road and twisted her ankle during the walk. Tina finally found Daisy and yelled at her for being so stupid to just walk off.

Questions

1. Jane is very upset and wants to know the process for filing an official complaint with the service immediately.

2. Identify who in the organisation this conversation and issue should be reported to and role play a meeting with this person. In this meeting you must demonstrate your ability to:

• Explain to the other person why you are reporting the issue (what obligates you to report)
• Communicate within confidentiality requirements
• Refer and discuss issues with the appropriate workplace role, including any issues that may constitute a breach or deviation from workplace procedure
• Comply with legal and ethical responsibilities
• Make suggestions for improvement to prevent future occurrences of the issue
• Clarify work instructions and negotiate time frames in to manage and resolve Jane's concerns

Your conversation should also:

• be based on what happened in the scenario and your conversation with Jane
• provide at least one suggestion that may prevent this type of thing happening again.