Hazard Report - whsf0102

DARWIN COC OWPHS MANUAL
DARWIN CHRISTIAN OUTREACH CENTRE MINISTRIES
Hazard Report whsf0102 Hazzard Log whsf 0103 Risk Assessment Report whsf 0104 WHS ACTION PLAN whsf 0105 Workplace Incident Report Form whsf 0200 Environmental Safety Audit whs 0106
PRIVACY POLICY
DARWIN CHRISTIAN OUTREACH CENTRE MINISTRIES

Branch:
Application for Employment
Position:
..
Job description:
... ... ... ...

Name: Address: ... ... ... Telephone: Email: . Mobile: ... . YES NO YES NO Number: .. Birthdate: .........//
Are you an Australian citizen: Drivers License: Current
Class of licence: State of issue: .
Experience in customer service: YES Ability to keep records: YES
NO NO
Other relevant details in relation to the position:
Do you have any physical disability, medical condition or any other condition which may affect your ability to do the job. If yes, please give details:
Name, address and/or telephone numbers of two referees: 1. .. Phone: 2. .. Phone: Resume attached: YES NO
We are a non-profit charitable organization that helps those in need within our local community and provides humanitarian aid in several third world nations. We have paid employees and voluntary workers to assist us and would ask you to consider the following:
Hours willing to work both paid and voluntary: Paid hours at award rate: Voluntary hours: Requirement .. hours 5 hrs 10 hrs ..// YES NO NO YES NO
Other: .. hours
Date able to commencement employment: Are you willing to work Saturdays: Are you willing to work Sundays: YES
Declaration by Applicant:
I declare:
1. 2. 3.
That the answers to the foregoing are to the best of my knowledge true and correct in every way. That if my application for employment is successful I will be bound by and will at all times observe and respect such terms and conditions of my employment and such policies and rules as may from time to time be promulgated, specified or otherwise stipulated by my employer. That I understand that any erroneous or false declaration made by me int his application may results in disciplinary action, or possible dismissal.
. Applicants Signature
//
DARWIN COC OWPHS MANUAL GREVANCE POLICY Darwin Christian Outreach Centre Ministries COMPLAINTS POLICY Darwin Christian Outreach Centre Ministries welcomes information and feedback from clients as it enables the quality of services provided to be improved. All clients should be made aware of their right to complain and should fully understand the complaints procedure. Clients have a right to complain about the service they are receiving without fear of retribution and can expect complaints to be dealt with promptly. The co-ordinator should take steps to ensure that clients feel comfortable to continue accessing the service after making a complaint. Person/s affected by the complaint should be fully informed of all facts and given the opportunity to put their case. Complaints Procedure
1.
Clients are encouraged to raise their complaint with the worker concerned in the first instance. If the client is not satisfied with the outcome, or not happy to discuss the issue with the staff member concerned, they should contact the Co-ordinator, 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. If after approaching the above people, the issue is still not resolved, the client can complaint to . The client should be informed of the outcome of their complaint and asked for their feedback on the complaints procedure.
2.
3.
4.
5.
Confidentiality of Complaints As far as possible, the fact that a client has lodged a complaint and the details of that complaint, should be kept confidential amongst staff directly concerned with its resolution. The clients permission should be obtained prior to any information being given to other parties which it may be desirable to involve in order to satisfactorily resolve the complaint
Important
If clients are not happy to discuss their complaint with the staff of the service, or if this is not appropriate, they can take their complaint straight to the management committee or advocacy service.
INDEX
1.1 1.2 1.3 1.4 1.5 1.6
1. ANSWERING THE TELEPHONE Pg.1

Taking Messages Pg.1 Giving the Caller the Public Phone Numbers to contact residents themselves Pg.1 Assisting those who ring in an emergency Pg.1 Referring those we are not able to assist Pg.1 Calling Out or Intercom Pg.2 Cancelling Bookings Pg.2
2.
Telephone Policy Pg.3 Christian Outreach Centre Location Pg.4 WELFARE AND SAFETY OF THE RESIDENTS Pg.5
a. Ensure NO alcohol or drugs are brought onto or consumed on the premises Pg.5
2.2 If resident returns inebriated Pg.6 2.3 If resident returns inebriated and causes trouble Pg.6
Alcohol and Drugs Policy Pg.7 Rules Policy Pg.8

2.4 Taxis dropping of inebriated persons Pg.9 2.5 Ensure that visitors are not disturbing residents Pg.9 2.6 Ensure all residents are quiet after 10.00pm Pg.9
Gates Policy Pg.10

2.7 Violent Or Unsatisfactory Behaviour Pg.11
Eviction Policy Pg.12 Trespass Policy Pg.12 How to fill out a Trespass Notice pg.13 Payment Policy Pg.14
2.8 Medical Situations Requiring Ambulance Pg.15 2.9 Common Medical Complaints that require Panadol Pg.15 2.10 Common Medical Complaints that require First aid Pg.16 2.11 MGP - Midwives Group Practice Pg.16
Medical Emergency Policy Pg.16 Ambulance Procedure Pg.17 Renal Information Pg.18
DARWIN COC OWPHS MANUAL Panadol Policy Pg.18 2.12 Death on site Pg.18 2.13 Fire Evacuation Pg.19
Fire Emergency policy Pg.19 Fire Evacuation Map 8 Crerar Rd. Pg.20 Fire Evacuation Map 10 Crerar Rd. Pg.21
2.14 Managements role in the event of a Cyclone Pg.22 2.15 Caretakers role in the event of a Cyclone Pg.22
Cyclone policy Pg.22 3. RESPONDING TO RESIDENTS COMPLAINTS Pg.23

3.1 Ensure residents requests or grievances are answered, fulfilled or referred to manager on the next available work day Pg.23
Residents Complaints and Grievance Policy Pg.23 4. MAKING BOOKINGS Pg.24

4.1 Resident has already been booked through the administration office Pg.24 4.2 There is No booking and you need you make one - Patient Travel Pg.24
Hostel Intake Form procedure Pg.26

4.3 There is No booking and you need you make one - Hostel Pg.27
Week-end Availability List Pg.28 Booking Policy Pg.29 5. TO SIGN IN AND ROOM ARRIVALS
5.1 5.2 5.3 5.4 5.5 Pg.30 Signing in Already Booked Clients Pg.30 Signing in Clients NOT booked (clients that turn up wanting a room) Pg.31 Free Meals Pg.32 Residents Rights & Responsibilities Pg.33 Key deposit and issuing room keys Pg.33
Key Deposit Policy Pg.33 Arrivals Policy Pg.34 Receipts Policy Pg.35
6. DEPARTURES Pg.36
6.1 6.2 6.3 Resident has come to let you know they are checking out Pg.36 Resident is due to leave and has not let you know they have gone by 10am Pg.36 Resident is not available (if they are not there) Pg.37
Check-out Departure Policy Pg.37 Key Deposit Refunds Policy Pg.37 Rent Refunds Policy Pg.37 7. WAKE UP CLIENTS FOR EARLY MORNING BUS/TAXI & BREAKFAST
Pg.38
Wake-ups Policy Pg.38 TEPTS Policy Pg.38 8. RESTOCK HARMONY HOUSE KITCHENETTE Pg.39 9. SHIFT CHANGES / HAND OVER Pg.39
9.1 Hand-over from office Pg.39 9.2 Hand-over to next caretaker Pg.40 9.3 Hand-over from previous caretaker Pg. 40 9.4 General Duties Pg.40 9.5
9.6
Hand-over to office 8.30 am Pg.41

Maintenance Needed Pg.41
Caretakers Hand-over and Notes Policy Pg.42 Caretakers tin/float Policy Pg.42 10. Issuing Taxi Vouchers pg 43 Taxi Vouchers Policy Pg.43 Patient Travel Itineraries (How to interpret) Pg.44 Expected Arrivals List Pg.45 Appointments List Pg.45 Kitchen List Pg.46 Buggy Operation Pg.47
Duty and Responsibility
2. ANSWERING THE TELEPHONE

Remember that you are a representative of Christian Outreach Centre so your phone mannerism is very important. Answer as follows: Christian Outreach Centre, (your name) Speaking SMILE
Procedures
1.1 Taking Messages a. Write out message
i. Check that the person is staying here on the Bedsheets

ii. iii. iv. v. vi. vii. Name (whom the message is for) Room number of the person the message is for Person Calling and their number Time of the phone call Message Take message to resident
1.2 Giving the Caller the Public Phone Numbers to contact residents themselves a. Check that the client is here on Bedsheets b. Check if the client is Main Centre or Harmony House, as this will depend on what number to give them c. Main Centre (near Kitchen) meal time is best time to catch people 08) 8947 2784 d. Harmony House Number (near 2017) 08) 8984 3798 1.3 Assisting those who ring in an emergency a. We do not accept people in crisis irrespective of the time of day, night or room availability b. If a person rings outside office hours requesting a food parcel the caretaker cannot give one. All emergency relief aid is to be co-ordinated through the office between 9am and 12pm. If there is any doubt contact the Hostel Manager. 1.4 Referring those we are not able to assist a. If a crisis situation you can give the following referrals; i. Casy House 89482044 - 15 to 18 years ii. DAIWS (Darwin Aboriginal and Islander Womens Shelter) 8945 2284 (Aboriginal domestic violence) iii. DAWN House (female domestic violence) 8945 1388 iv. Palmerston Family Crisis 8932 9155 v. Salvation Army 8981 5994 b. If a General Hostel situation you can give the following referral i. Daisy Yarmirr Aboriginal Hostel 8927 3866 ii. GalawuAboriginal Hostel 8981 4106 iii. Hiway Inn 8947 0979 iv. Silas Roberts AboriginalHostel - 8981 5071
DARWIN COC OWPHS MANUAL 1.5 Calling Out or Intercom

a. To call out i. Press 0 ii. Followed by the number you wish to call iii. EG. 0 then 89470633 To call intercom (eg. Kitchen, office) i. Type in the appropriate line number Ken Office Leanne Anna 227 228 229 Caretaker Kitchen Merv House 233 234 235 Merv Office Accounts Mark Office 224 225 226
b.
Reception Reception 2 Carole
221 222 223
PLEASE NOTE: You cannot put on hold or transfer phone calls from the caretakers phone. You will need to take a message and pass it on. Refer to Taking Messages section 1.1 on pg.1
1.6 Cancelling Bookings a. If Patient Travel rings to cancel a booking Before 3pm on or before day of booking arrival just write on form and in notes and put back in folder After 3pm on day of expected arrival let them know that it will be a No Show fee (which is 1 night) as they are cancelling after cut off time, and put back in the folder. b. If hostel - no fee Write a note in the caretakers notes and on the form
Telephone Policy
We do NOT accept Reverse Charge calls at all. We do NOT give out employees home numbers; this is a breach of confidentiality! You can take a message for the employee and get them to ring the caller back (remembering to follow the above procedure) and/OR give the message to the employee if on site OR to the office at hand over. We do NOT give out names of people staying at the complex to anybody. You can however ask a few questions: are they family, where are they from, what is their (the caller) name and if the story sounds feasible, tell the resident that they called for them if they want to call them back. There will be instances that names of certain people will NOT be allowed to be given out or any information on them being here given out because of circumstances, you must take note of this. No-one is to go into the caretakers house to make phone calls (or for any other reason), this can be done down at the office, no matter what time it is needed. Eg. If police ring for someone, you need to take their name and number, go find person and take them to the office to call back while you supervise. Give them some personal space though. No personal phone calls are to be made without permission from management. Do NOT give out caretakers Mobile Number; ALWAYS give the main number 08) 8947 0633. No-one will answer the mobile number during office hours. The main number is always diverted to the caretakers mobile. Always have mobile on you!! Keep mobile calls to a minimum. If you need to make phone calls use the land line in the caretakers house / van or the office. Emergencies are no problem. Eg. staying on the phone to ambulance. Discourage calling taxis for everyone or get 50cents for the call (Ifthey have 50cents, they can make the call themselves on the public phones).You can change notes for the phone call, provided that it is not a $50 note. If you need to call a taxi, use the land line phones; do not use the mobile phone.
CHRISTIAN OUTREACH CENTRE LOCATION

To Palmerston Stuart
To Casuarina Shops
Vanderlin Drive
Berrimah Police Centre CSIRO ABC CHILD CARE

Vanderlin Drive
Secrett Road
Agostini Road
Mobil
WOW
Truck City Shell
Berrimah Road
Yilli Rreun
RSPCA
BERRIMAH
Moray Street
Crerar Road
CAAAPS
Chinese Timorese
CHRISTIAN OUTREACH CENTRE
McMillans KARAMA Marrara Christian Resthaven Funeral Batten Road Boulter Road
Coonawarr a
Amy Johnson Drive To City
Stuart
Kalymnos Drive
Airport Runway
To Airport
Highway
WINNELLIE
To City
Bus Stop Traffic Lights
Duty and Responsibility Procedures
3. WELFARE AND SAFETY OF THE RESIDENTS

2.1 Ensure NO alcohol or drugs are brought onto or consumed on the premises
a. Do a bed check for each room do every night (Bed checks are to establish who is staying in each room and if there are any extras, this is very important) i. Mark on bed sheets, (in the information section), on each room who is here, not here and where they are if not here. Eg. Hosp - if they are in Hospital, Gone Home - if they have gone home. To do bed checks, you need to establish who is staying in this room and if there are any extras and if so; where did they come from? Did they move from another room or are they free loaders? Knock on door Ask resident Hi, how are you? Whats your name? Whos in this room with you, did they stay last night? Has anyone gone home? Be casual and kind and engage in conversation. ii. If you observe what is going on and engage in conversation with the residents, you will find it easier to do this very necessary job Be aware of who is a resident and who is a visitor i. Ensure there are no free loaders for the night ii. This might mean reminding visitors that they need to be gone by 8.30pm iii. Do another check at 9.00pm to make sure they are gone Be aware of who is coming through gate Be aware of people outside the gate/fence Gates to be closed and locked at 11.00pm (see Gates Policy pg.10) i. Wire gates near red and yellow shop to be shut at 7pm every night If alcohol or drugs are found and you know for sure whose it is or they are caught with it: i. Alcohol - you MUST dispose of it in front of person and evict person (see Eviction Policy pg.12 and Drugs and alcohol Policy pg.7) Ask them to leave and tell them why (because they have alcohol on property) and remind them of the rules (there is no alcohol allowed on the premises) If they become aggressive and do not leave when asked Call police immediately. You will need to give the following information: 1. Ring 131444 if non-emergency situation 2. Police 3. Darwin Northern Territory 4. Christian Outreach Centre (10 or 8 Crerar Road, Berrimah) 5. Explain Situation 6. Your Name
Gone hm.
HOSP.
b.
c. d. e. f.

Contact Hostel Manager if unsure Supervise until Police arrive Write extensive notes in the Caretakers Notes Book ; including name of person involved and their room number
ii.
Drugs Eviction is warranted (see Eviction Policy pg.12 Drugs and Alcohol Policy pg.7) Ask them to leave and tell them why (because they have drugs on property) and explain the rules (there is no drugs allowed on the premises) If they become aggressive and do not leave when asked Call police immediately 1. Ring 131444 if non-emergency situation 2. Police 3. Darwin Northern Territory 4. Christian Outreach Centre (10 or 8 Crerar Road, Berrimah) 5. Explain Situation 6. Your Name Contact Hotel Manager if unsure Supervise until Police arrive Write extensive notes in the Caretakers Notes Book; including name of person involved and their room number
2.2 If resident returns inebriated (drunk)

a. Determine the level of drunkenness. If their breath smells of alcohol
and the persons facilities are reasonable, encourage them to go to their room to sleep it off. b. Remind them if the situation was to happen again, they will automatically be evicted there are NO second chances. c. Remind them also that if they choose to drink, they choose to sleep elsewhere overnight until sober; this includes having to sleep in the long grass. 2.3 If resident returns inebriated and causes trouble a. Eviction is warranted (see Eviction Policy pg.12)
i. Ask them to leave and tell them why (because they are drunk/ have been drinking) and remind them of the rules (there is disturbing behaviour allowed on the premises) If they become aggressive and do not leave when asked - Call police immediately 1. Ring 131444 if non-emergency situation 2. Police 3. Darwin Northern Territory 4. Christian Outreach Centre (10 or 8 Crerar Road, Berrimah) 5. Explain Situation 6. Your Name
ii.
iii. iv. v. vi. vii.
Ensure you keep plenty of space between you and the inebriated person in case of an attempted assault Do not argue with inebriated persons. An inebriated person will often talk a lot, accusing you of many things. Do not respond to their ramblings. Contact Hostel Manager if unsure Supervise until Police arrive Write extensive notes in the Caretakers Notes Book; including name of person involved and their room number
Alcohol and Drugs Policy

If offenders are found to have or be consuming alcohol or drugs on the premises, the caretaker must immediately evict the client. If there is resistance on behalf of the resident, the police are to be called to remove the resident. If offenders return inebriated, they are to be reminded of the rules and action taken as per situation 2.2 or 2.3 above. PLEASE NOTE: It is not against the rules to go off site and have a couple of drinks and return to sleep. It becomes a problem when consuming alcohol on site or if a person returns agitated and is unable to walk or engage in conversation in a coherent way.
Rules Policy
EVERYONE must be given the rules. This is the caretakers responsibility to ensure everyone gets the rules verbally and written. It is the residents responsibility to follow and respect these rules. If this does not occur eviction is warranted (see Eviction Policy section 2.6). If they have been here before you can give them a quick reminder of the rules again, particularly about alcohol and drugs, gates closing and where to be waiting for the TEPTS bus. If residents/visitors/staff do not abide by the rules they warrant eviction (See Eviction Policy section 2.6). 1. No alcoholanddrugs allowed on premises, do not come back drunk either you will not be allowed in 2. No Gambling, playing cards for money 3. No jumping the fence you will be evicted if you do so and not allowed back 4. The gates close at 11pm, so if you go out make sure that you are back by then, otherwise you will not be let in 5. Any visitors must leave by 8.30pm 6. You need to clean up after yourself and keep your room clean and tidy 7. Any problems come and see me at the caretakers house or van or you can see the office on next work day 8. Harmony House you will need to come over to the main centre dining area for meals except for breakfast in which you will have over there, I will show you when we go over 9. Patient travel remind them they need to be waiting at bus stop NOT in their room, and if they miss their bus they will need to take a taxi, I will show you where to waitwhen we go over. You need to talk to the drivers to make sure you get on the right bus, if for some reason the driver will not let you on the bus see the caretakers or office STRAIGHT AWAY!
HARMONY HOUSE RULES LEAFLET
MIAN CENTRE RULESLEAFLET
The following hostel guidelines set out residents rights and responsibilities. It is the caretakers responsibility to make new residents aware of these guidelines upon registration. a. Resident Rights i. Upon successful registration and payment of tariff, residents have a right to: A place to stay Three healthy meals a day plus morning tea and supper A clean room Access to laundry facilities and public phones A safe and comfortable environment that meets the needs of the residents Friendly and helpful staff b. Resident Responsibilities i. Residents are asked to adhere to the following to ensure that all residents have an enjoyable stay: Pay for accommodation prior to admission Supervise any children in their care at all times Ensure that their children have pants on at all times Ask any visitors to comply with hostel rules Help staff by keeping rooms and common areas clean and tidy Meet the costs of any damages to hostel property caused by residents, their children or guests Not cook or use heating appliances in their rooms Secure money and valuable items Not to return to the hostel inebriated or with alcohol Not to jump the fence if returning after the gates are locked Not to gamble on the premises for money
_______________________________________________________
2.4 Taxis dropping of inebriated persons

a. b. c. d. Get Number of taxi Ring taxi company and complain that that taxi dropped of inebriated persons Request that taxi comes and picks them back up and takes them elsewhere If the taxi company gives you no response and the inebriated person/s does not leave premises, call police on 131444 as it is not an emergency (drunks and non -threatening situations) e. They will take appropriate action and you can make a formal complaint f. Make notes in the caretakers notes
2.5 Ensure that visitors are not disturbing residents
a. b. c.
All visitors should be gone by 8.30pm Check again at 9.00pm
Men are not to enter ladies rooms and vice versa. Meet with the residents outside the room.
2.6 Ensure all residents are quiet after 10.00pm a.

b. c. Turn off all veranda lights Main Centre at 9.30pm Harmony House lights are on a timer Close gates at 11pm
_______________________________________________________ Gates Policy

To be opened by 5.30 am every morning To be closed and locked at 11pm every night Do not open the gates for residents or staff returning after 11.00pm unless notified of a late arrival eg. in Caretakers notes. Hospital visiting hours finish at 8.00pm so clients cannot use that excuse for being late. If the hospital is discharging someone after 11pm they will ring ahead to book and let you know. All entry gates to the property are to be opened by 5.30am. The wire gate adjacent to the carport is to be closed at 7.00pm and the other two entry gates closed at 11.00pm. In the event of continual disturbance from inebriated persons, particularly after they may have already been evicted, the gates maybe shut to avoid the person/s entering the property. In this instance the caretaker must maintain a presence at the gates so that legitimate persons and residents may enter and leave as they desire whilst keeping the premises secure.
_______________________________________________________
2.7
Violent or Unsatisfactory Behaviour a. Physical Attacks
i. Stay calm, assume nothing and be alert. Never underestimate a violent person. ii. Attempt to calm the offender down and defuse the situation. Do not confront or crowd the offender. Do not argue with the offender. iii. Attempt to ensure that the offender is unable to make physical contact of any kind with you. iv. Evacuate other people from the area if there is a possible risk of injury. v. Use appropriate strategies to minimize the violence and prevent bodily harm. vi. If the situation does not improve, the offender needs to be told he/she is evicted from the premises. vii. Call police if offender does not comply with direction given. viii. Contact Hostel Manager if back up is required. ix. Make a note in the caretakers folder in relation to the incident and what action was taken including the name of the person/s involved b. Threat With A Weapon i. Stay calm, assume nothing and be alert. Never underestimate a violent person. ii. Evacuate all other people from the area. iii. Depending on the level of the threat and other circumstances, investigate the cause of the threats and urge the offender to surrender the weapon. If this is not possible, leave the area and attempt to isolate the offender. iv. Do not place yourself or others at risk at any time. v. Call police immediately on 131444 vi. Make a note in the caretakers folder in relation to the incident and what action was taken including the name of the person/s involved. Property Damage i. Ask the offender to stop damaging the property. ii. If appropriate evacuate all other people from the area iii. If staff feel threatened retreat to an area of greater safety and security. iv. Staff should try to negotiate with the offender to ask them to stop damaging the property. v. The offender should be informed that willful damage to hostel property must by paid for by them. vi. Call the police (on 131444) if the offender refuses to stop damaging property and have them removed from the premises. vii. Make a note in the caretakers folder in relation to the incident and what action was taken including the name of the person/s involved.
c.
d.
Failure to Pay Tariff
i. NO PAY NO STAY (need to pay cash to stay as you - caretaker have no other payment methods authorized) ii. If resident refuses to pay the required tariff, they are to be asked to leave. iii. If resident refuses, contact the hostel Manager for further direction.
iv. Make a note in the caretakers folder in relation to the incident and what action was taken including the name of the person/s involved. v. If you book in a Hostel (paying) customer it is your responsibility to get payment. In some cases where there is no payment you may be liable. NO Centrepays to be done by caretakers, this is a management decision only. Contact Hostel Manager if any issues.
_______________________________________________________ Eviction Policy

The following hostel rules are to be adhered to at all times by residents and visitors. Failure to comply with these rules may lead to eviction and in extreme cases, police notification. The rules that residents must abide by are: No bringing or consuming alcohol or illegal drugs on premises No inebriated persons allowed on hostel premises No violent or unsatisfactory behaviour No verbal abuse Failure to pay tariff Jumping the fence Ring 000 for emergencies only! Ring 131444 - if the situation in non-threatening.
_______________________________________________________
f. Trespass Notices-if you think that this is necessary contact Manager first (See pg. 13 for an example of a completed form) i. Fill in all details on TWO forms (The same information must be written on both forms) ii. The person being issued the trespass notice MUST SIGN both forms (near the word RECEIPT) iii. The name of the person being issued the trespass notice must be written on both forms (near the word SERVICE) iv. The details of where the notice was served, date and time must be filled in on both forms v. You must write your name and sign both forms vi. A copy of one trespass notice must be issued to the offender, the second copy is to be placed in the caretaker folder.
_______________________________________________________
Trespass Policy
Trespass notices are to be issued to clients who: e.
Verbal Abuse
i. Ask the offender to stop the abusive language and tell them that they find the language offensive and unacceptable, particularly with children around. ii. If the offender persists with the abusive language, evict the offender. iii. If offender refuses to leave, call the police (on 131444).
iv. Make a note in the caretakers folder in relation to the incident and what action was taken including the name of the person/s involved. a. Continually cause trouble and disturbances for both staff and clients, including returning drunk on a regular basis b. Seriously assault a client or staff member on site at COC c. Cause criminal damage to COC property If you think that this is necessary contact Manager first If police attend the premises and we wish to issue a trespass notice, it is to be done in their presence. A trespass notice is not valid unless the person concerned is personally handed the notice and signs in the appropriate place. A trespass notice is valid for 12 months.
HOW TO FILL OUT A TRESPASS NOTICE

THIS IS AN EXAMPLE ONLY if you think this is necessary contact Hostel Manager first
First Name, Last Name and DOB of the person you are issuing the Notice to The address of the person whom you are issuing the Notice to The name of the person issuing the Notice Our Address (8 or 10 Crerar Rd.)
Jack Citizen
Groote Island Hostel Manager
Signature of the person issuing the Notice and Date

Hostel Manager Please Note!! Enter Expiry Date (1 year from the date the Notice is being
This section is to be completed by the person serving the Trespass Notice.
NT DL B369845
Tom Smith Tom Smith
0000
This section is to be completed by the attending Police Officer.
Payment Policy
NO PAY NO STAY No Centrepays to be signed as payment, unless authorised by Hostel Management This policy is primarily to avoid any debts being incurred but on the other hand it is also unfair for DCOCM to provide their services without remuneration. It is also unfair that some residents pay and not others.
The following outlines the application of the policy to clients: Hostel Clients are to pay the tariff in full in advance for the period they are booked to stay in the hostel. For example, if a Client wants to stay for five nights, but can only pay for three, then they are to be booked in for the three nights only. Hostel Clients who are unable to pay should be referred to an appropriate support agency (see -referring people we cannot help section 1.4) Hostel Client experiencing severe hardship MUST be authorized by the Hostel Manager only to stay for one night only without paying as long as they sign a centrepay or income management. You DO NOT have the authority to do this without permission! If the manager cannot be contacted they cannot stay. They then must see the Manager in the morning to stay further. There is an exception to the above course of action: A booking has already been arranged by the office and no payment is required (Guest of COC). ii. Purchase Orders for accommodation can only be accepted from agencies agreed to by the Hostel Manager(You will already have the Hostel Intake form and proof of payment attached in the caretakers folder). There is no reduced tariff for accommodation only Full hostel service includes all meals plus morning tea and supper. The service provides:* bed and linen * three meals a day plus morning tea and supper * use of the facility * laundry and washing lines * canteen * TV * general purpose area and grounds * car parking * public telephone i.
Tariff must be paid if clients are coming to stay with family, irrespective of whether they are having meals or not Patient Travel Clients have been paid for by Patient Travel they will have paperwork to prove this.
If a client comes in and says they are Patient Travel but they have no paperwork to prove it and no-one has let you know (patient travel) they must pay for the night or Week-end. It will be sorted out through the office next available weekday, as they are probably supposed to be at another hostel or are not patient travel. If we (the office) find out that they are covered by PT we will then refund the money paid. Must check paperwork carefully on arrival to make sure they are supposed to be here, especially if there is no booking for them, they may be booked at another Hostel. Purchase orders can be accepted from organizations for the residents accommodation however we must be given a copy at the time of the admission process. If a purchase order number is given over the phone, the name of the organization, the name of the person making the booking and the purchase order number must be collected before accepting the resident for accommodation. It is preferable that purchase orders be arranged through the office. Contact Hostel Manager if in doubt.
2.8 Medical Situations Requiring Ambulance (see Ambulance Procedure pg.17)

a. b. c. d. e. f. g. h. i. j. k. l. Pregnant Residents in Labour/ Emergency Childbirth Renal Residents Broken bones Gashes / Cuts requiring stiches Burns etc. Diabetes low or high sugar Asthma breathing difficulties Heart attack Epilepsy and Seizures Ingested poisons Loss of consciousness Severe dehydration (be careful especially with Renal clients as they cannot have too much fluids)
If in doubt call the Hostel Manager The NT Health Direct is a 24 hour health advice line if the situation may not warrant the ambulance but you are unsure of what action to take. The number is 1800 186026. m. Self-mutilation
i. If possible encourage the offender to stop and surrender the mutilating object. If there is a possibility that the offender may hurt the staff member do not ask the person to surrender the object. ii. Call ambulance if necessary (see ambulance procedure) iii. Notify the Hostel manager of the situation as soon as possible. iv. First aid is to be applied when it is safe to do so. It is important to wear protective equipment when managing body fluids such as blood (anything to do with blood or fluids wear gloves) v. If medical attention is required, call the ambulance. vi. Make a note in the caretakers folder in relation to the incident and what action was taken including the name of the person/s involved.
DARWIN COC OWPHS MANUAL Please note this information has been copied from the First Aid Manual and is to be used as a guide only. If in any doubt about the medical emergency, ring the ambulance immediately for professional advice. 2.9 Common Medical Complaints that require Panadol
a. b. c. d. Headache General aches and pains Operation wounds aching / sore Temperatures etc. i. For all of the above - give recommended dose of panadol Always read packet ii. For headaches get the client to drink a lot of water and come back if headache does not go away iii. Make sure you know our panadol policy (Pg 18)
2.10 Common Medical Complaints that require First aid

a. Nose bleeds b. General cuts and abrasions i. For above apply First aid ii. If you use something form the first aid you need to make sure it gets replaced from the office where there is a supply of first aid essentials
The NT Health Direct is a 24 hour health advice line if the situation may not warrant the ambulance but you are unsure of what action to take. The number is 1800 186026.
2.11 MGP - Midwives Group Practice

a. The role of the midwives is to support, advocate and educate post / ante-natal clients Any issues arising with a client who has a midwife assigned you need to contact midwife and they will sort it or advise you accordingly MGP contact numbers are in the caretakers folder b. Not all clients have a midwife, it only applies to certain communities. c. MGP are not authorized to make bookings on behalf of Patient Travel, they are welcome to ring us ahead to make sure there is a bed available, but the booking MUST come from Patient Travel. You do not make a booking for this client unless it comes from Patient Travel. Any queries call the Hostel Manager.
_______________________________________________________
Medical Emergency Policy

If a client requires medical attention the caretaker is to determine whatcourse of action is required. We do not take clients in any vehicle or with any staff for any medical situation. If the situation is life threatening an ambulance is to be called otherwise the client has to find their own way to seek medical attention. If it is a process of administering simple first aid to a client, do so in the correct manner as trained. A First Aid Manual is available if in doubt. Make sure you wear gloves when managing bodily fluids. The NT Health Direct is a 24 hour health advice line if the situation may not warrant the ambulance but you are unsure of what action to take. The number is 1800 186026
Ambulance Procedure
1. Grab a piece of paper(to write the following down), some gloves and mobile phone(should have these accessible) 2. Establish the medical emergencyfirst before phoning ambulance 3. Stay with the client while you call the ambulance 4. 000 Ambulance you will require the following information: Location Darwin, Northern Territory, 10 Crerar Rd Berrimah / Christian Outreach Centre Name (they will ask for your name as well as the clients) Age or Date of birth Community Baby Number (if in labour)eg. is it baby number 3 or 1st baby Contractions how far apart are they? (if in labour) Blood Pressure (if can) Pulse (if can) Temperature (if can) Any medical conditions example Renal (if renal how long since last dialysis etc.), heart condition, diabetes, history of premature births/ still births /quick labour / previous Miscarriages etc. (if known) 5. Monitor the residents condition while waiting for the ambulance 6. The ambulance will grade your request and prioritise it accordingly. a. Do not exaggerate the situation b. Stay calm, do not panic c. As long as you have given the ambulance staff all the information you have they will prioritise accordingly 7. If the residents condition deteriorates rapidly, call the ambulance again to inform them of the change in the residents condition and follow the direction of ambulance staff 8. If possible have someone wait in an obvious place for the ambulance, to direct them in the right direction 9. Ring midwife if the client has one to let her know whats happening (If in Labour) 10. If the situation is NOT an emergency the client needs to find their own way to the hospital, if they are concerned. A TEPTS bus MAY take the client on the hospital bus run (if during the week).
Renal Information
Renal means having to do with the kidney.
DARWIN COC OWPHS MANUAL Our renal permanents on site are clients whose kidneys are diseased or no longer perform their normal function without assistance. They attend Renal Dialysis usually three times a week; with each client going to dialysis on different days, at different times and at different Dialysis locations. These all appear on the Appointments List.
We have clients that come in and do peritoneal dialysis which they do themselves. These clients will always have boxes of fluids which may be delivered a day before they arrive, and stored in the room with them.
Renal patients can also have a range of other medical conditions to be aware of:
Inflamed Kidneys Diabetes High blood pressure Vistula can bleed
If they present with any of these symptoms see section 2.8 to 2.10 on pages 15 and 16, Ambulance Procedure pg.17.
_______________________________________________________ Panadol Policy

There is no problem with giving out panadol when absolutely necessary. When you give out panadol, please be aware of the following:
Make a judgment as to whether it is needed or not (the client may just need to drink more water if they have a headache). If you do not want this responsibility you have the right to refuse. If the clients buy a packet of panadolthan it becomes their responsibility You need to document it in the caretakers notes a. Who you gave it to b. What time you gave it c. What dose given Make sure it is being taken in conjunction with the instructions on the packet Never administer it yourself, parent/guardian must administer panadol to children Long term clients that ask for panadol if the need is immediate, no problem to give panadol. If a client regularly asks for panadolthey need to buy their own packet Always remember that if symptoms persist see a doctor
2.12 Death on site

a. b. c. d. e. f. g. h.
Respond Immediately CHECK for a pulse NO pulse Call Police on 131444 Stay calm Tell them the situation and they will organize the rest Stand guard at room - NO-ONE is to enter the room until police arrive Comfort relations / escort and let them know whats happening as you become aware
What to expect (whether on site or at home)

Mourning, yelling and screaming from clients Drinking - watch out and be aware
2.13
Fire Evacuation (see pages 20 & 21 for evacuation maps)

a. Raise Alarm i. Call fire Brigade on 000 1. Fire 2. Darwin Northern Territory 3. You will need address - 10 CrerarRd, Berrimah (Christian Outreach Centre) 4. Situation details (anyone stuck in fire etc.) ii. Notify Hostel Manager immediately iii. Notify everyone to evacuate iv. Do not allow persons to run but to walk quickly v. Using the Bedsheet, check all rooms to make sure all residents and staff have evacuated vi. If it can be done safely, close all doors and windows to keep fire from spreading vii. For the Main Centre - Assemble all residents and staff on the open grassed area at the front of the property where the residents fire place is and stay there as a group viii. For Harmony House - assemble in the car park and stay there as a group ix. Keep residents away from the road to allow firefighters easy access x. Mark all residents as present according to the bedsheets in the caretakers folder xi. Everyone to remain at the assembly area until told all is safe xii. Keep a record of any injuries and report them to the ambulance officer
_______________________________________________________
Fire Emergency policy

All residents and staff are to evacuate immediately and leave all personal belongings in room Keep bedsheets with you to mark people off as you gather in assembly area or when you have gathered in assembly area.
_______________________________________________________
DARWIN COC OWPHS MANUAL 10 CRERAR ROAD BERRIMAH
CHRISTIAN OUTREACH CENTRE FIRE EVACUATION PLAN

Colleen H21 Workshop 96
H26 H27
95 Through to Carport Harmony

PayPhone
98
94
Shop 93 32
31
PayPhone
Laundr y Kitchen Dining
Wa reh ous e
PayPhone
Caretaker
8 9
99 -1 99-2
FIRE EVACUATION ASSEMBALY AREA D12 D13 D11 D10 D14 97 Administration & Auditorium
= Fire Extinguisher
= Fire Blanket = Fire Hose
_______________________________________________________
2.14 Managements role in the event of a Cyclone a. The Management will undertake the responsibilities to do all preparation necessary in the event of a Cyclone
2.15 Caretakers role in the event of a Cyclone It is the residents choice as to whether they stay on site or go to a shelter, the rooms are safe and built to code for a cyclone. a. If a residentchoices to go to a cyclone shelter Give appropriate information as follows:
Cyclone shelters closest to us are located at: i. Casuarina Square Shopping Centre, 247 Trower Road, Casuarina
car parking
ii. Casuarina Senior College, 61 Trower Road, Moil iii. Dripstone Middle School, 326 Trower Road, Tiwi They need to organise their own supplies and transport themselves When they leave mark them on the bed sheets as gone to shelter and note in the caretakers book Residents are to stay in their rooms. The rooms are built to code and are safe to stay in. Those in rooms 1010 to 1014 and should be advised to shelter in a room made of bricks. 1018 and 1019 should be advised to bunk in a room made of bricks; this may mean re-locating the residents from these rooms. They will be provided with cyclone supplies Reassure and update residents on the cyclone progress this information is provided to you by the Hostel Manager.
b.
If the resident stays on site
Cyclone policy
The Management will undertake the responsibility to do all preparation necessary in the event of a cyclone. It is the caretakers responsibility to reassure and update the residents, as well as keeping record of residents leaving for shelters. It is the Caretaker and staff responsibility to implement any requests made by management.
DARWIN COC OWPHS MANUAL Duty and Responsibility
3. RESPONDING TO RESIDENTS COMPLAINTS

Procedure
3.2 Ensure residents requests or grievances are answered, fulfilled or referred to hostel manager on the next available work day
a. b.
c. d.
e.
Allow the resident to talk about his/her problem without an interruption In a calm manner, tell the resident that you understand his/her problem and then explain DCOCM policy and guidelines within the context of the complaint (below) i. Ask the resident what he/she would like to see happen to remedy the situation. The best remedy for a complaint can often be an apology, particularly if it is an outcome that the resident wants. Sometimes though an apology is not enough. ii. Discuss some possible remedies to reach an understanding with the resident, whereby a plan of action will be undertaken to try to settle the complaint within a 24 hour timeframe. Proceed with plan of action to settle complaint. If the problem is not solved through this process, contact the Hostel Manager. If the resident is not satisfied with the complaint being resolved, refer them to the Hostel Manager on the next available working day.
Write detailed explanation in caretakers notes including the name of the person/s involved.
_______________________________________________________ Residents Complaints and GrievancePolicy

The rationale behind DCOCM complaints system is that every resident has the right to complain if they are not happy with any aspect of DCOCMs service. The caretaker must ensure that every complaint received from a customer is taken seriously. It is anticipated that most complaints will be resolved.
4. MAKING BOOKINGS
Procedure 4.1 Resident has already been booked through the administration office
a. There will be an Intake Form in the caretakers folder b. These clients are to be accepted c. If a special notation has been made - it is to be followed i. For example: this notation could relate to collecting payment, giving or gaining information d. The room allocation will have already been noted on the form
4.2 There is No booking and you need you make one for PATIENT TRAVEL (our priority)
a. Take phone call
Weekend
i. Check vacancies on Week-end Vacancies Fax in caretakers folder (this gets faxed to Patient Travel office every Friday afternoon, so they know what vacancies we have available for them) this will show you your vacancies for the week end and if the room in available for longer than the week end. You are only authorized to book in for these vacancies. ii. Double check what community can go in what room (make sure as to put communities that mingle in together)
Monday to Thursday
i. Check vacancies on the Bedsheets this will show rooms vacant for the night. When booking in during the week you can only guarantee the bed / room for the night and Patient Travel must ring office at 8.30am to find out whether they can stay longer. They must be warned that if they do not ring office in the morning they cannot assume they have a bed the following night, the clients bags will be moved out and stored and other people booked in. ii. Double check what community can go in what room (make sure as to put communities that mingle in together) b. If there is room available: i. Pull a Intake Form from the caretakers folder while on phone ii. Check the Never again to be Accommodated List to make sure they are not banned from staying here iii. Take all information required Names including children /extra children (extra persons coming with a PT client that are not covered must be paid for up front or they do not stay) Under 18yrs need to go in childrens section of the form

Only adults to go on top of form Patient always goes at top unless the patient is a child then Escort goes on the top and the child in the child section DOBs (if have it) Community Warrant Number Any appointments or travel home arrangements Name of person Booking (Judy Pt, ILO Bob - if ILO good idea to put time of booking) Allocate a room on the Intake Form and add information to the Week-End Vacancies fax (if it is the weekend) so you can keep track of rooms used and what is left available Patient Travel will send a fax of the itinerary in which you will need to go the office to collect and staple to form. If the client is going home over the week end or on Monday morning, you need to do a copy of the itinerary and give to the client explaining the details of the appointment or travel Put the Intake Form in the caretakers folder for arrival
iv. v. vi. vii. viii. ix.
x.
xi.
All of the above information is important to have because if you are not on shift when they arrive the next caretaker is fully aware that there is a booking already made for them and can see any other notes been made about booking for their purpose.
12/8/11 14.00
11.30 TEPTS
OBST
RDH
Example for entering

appointments.
20/9/11 10.00
7.30
Taxi
Cardiology
DPH
60 Tom
Example HOSTEL ONLY
60 Jane
Enter the rent/ tariff amount quoted for each
REQUIRED INFORMANTION WHEN FILLING OUT A HOSTEL INTAKE FORM
MUST have at the time of booking (if possible get DOB at time of booking as well) To be filled out upon arrival Extra Information - general information
4.3
DARWIN COC OWPHS MANUAL There is No booking and you need you make one HOSTEL (remembering that our Priority is Patient Travel)
a. Take phone call
Weekend
i. Check vacancies on Week-end Vacancies Fax in caretakers folder, this will show you your vacancies for the week end and if the room in available for longer than the week end. You are only authorized to book in for these vacancies. Remember that if you book out a room on this list you need to let Patient Travel know that you have done so and that the room is no longer available. ii. Double check what community can go in what room (make sure as to put communities that mingle in together)
Monday to Thursday
i. Check vacancies on the Bedsheets this will show rooms vacant for the night. When booking in during the week you can only guarantee the bed / room for the night and the client/s must see the office at 8.30am (not later) to find out whether they can stay longer. They must be warned that if they do not see office in the morning they cannot assume they have a bed the following night, the clients bags will be moved out and stored and other people booked in. ii. Double check what community can go in what room (make sure as to put communities that mingle in together)
b.
If there is room available

i. ii. iii. Get Intake Form ready while on phone Check the Never again to be Accommodated List to make sure they are not banned from staying here Check the Those who have to pay before they can stay List to see if they have a debt with us. If they do and are coming in Hostel they must pay CASH debt plus booked accommodation up front before they can stay no centrepay or Basic Card (they cannot leave payment until the next working day!). You will need to let them know this. Take all information required Names including children Under 18yrs need to go in childrens section of the form Only adults to go on top of form DOBs (if have it, get age if not) Community Expected Departure date and time (remembering that you can only book in for that night or week-end) Name of person booking and phone number Add up the tariff prices and give them the total tariff price (remind them Cash only, no Centrepay or Basic Card and full tariff is due on arrival), so they know and then cannot make excuses (they cannot leave payment until the next working day!) Cash only No Centrepay unless authorised by Manager No EFT or Basic card available while you are on duty
iv.
v. vi. vii. viii. ix.
x.
DARWIN COC OWPHS MANUAL Allocate a room to the Intake Form (if it is the week end, add the information to Week-end vacancies fax so you can keep track of rooms used and what is left available)
All of the above information is important to have because if you are not on shift when they arrive the next caretaker is fully aware that there is a booking already made for them and can see any other notes have been made about the booking.
WEEKEND AVAILABILITIES
1. Cross out the number of beds available in this room and write the new number of beds available in this room 2. Enter the number of beds used 3. Enter the clients Name, the Warrant Number and Community and any extra information you have eg. Travel home, appointments etc. 4. Upon arrival, you need to write the client/s name/s on the bedsheet for the time they are booked in for PLEASE NOTE Caretakers are only authorised to book for the week-end unless specified otherwise in the Comments about beds available section Please take note of Community this room is to be used for section This list gets faxed to Patient Travel every Friday afternoon, Patient Travel may fax this back to you with information on it. Whatever is on this list is the only availabilities we have, unless a client was a No Show on Friday night or left earlier than anticipated (if they left Saturday after cleaners have cleaned you cannot book anyone in this bed/room until Monday as the room /bed will not be clean)
Booking Policy

Patient travel clients have priority We do not accept crisis and emergency accommodation clients We do not have renal rooms available (ie. They will be covered for 2 weeks). They must ring the office during office hours to enquire. We do not accept single people under the age of 18years. If they are under the age of 18years they must be accompanied by an adult Make sure all required information is on Intake Form For Hostel booking - Make sure you receive payment in full at time on arrival or you may be liable for the bill Centrepay or Basic Card is not an option and you can tell the client this at time of booking (unless authorised by Manager) You are only ever authorised to take a booking for that night or until Monday over the week-end. (They must be packed up and out of the room by 10am), if they require any further accommodation they must see the office on next working day. If they dont report to the office their bags will be packed up and removed from the room. Write any extra notes in the Caretakers Notes so as to keep the next caretakers shift informed. The more information you have, the easier it is for the next caretaker shift to pick up where you left it at. Patient Travel Clerks work Saturday 08.00 to 16.00 and Sunday 09.00 to 14.00. The ILOs are not to do bookings during these times; however ILOs can do bookings outside of these times. All clients need to be told that check out is 10am Monday to Saturday -Sunday there is no cleaner so no-one should be booked to come in on Sunday unless room has not been used previously. It is also important to make several checks before agreeing to provide accommodation. The caretaker should check the Never Again To Be Accommodated, Ones to Pay Before Staying and Ones Who Have Credit Before They Stay lists before agreeing to accommodate the person/s as a hostel client.
Duty and Responsibility Procedure
5. SIGN IN AND ROOM ARRIVALS

5.1 Signing in Already Booked Clients
a. If the client is already booked in (either by the caretaker or Administration office) the Intake Form should be in the caretakers folder with all information required b. Take appropriate Intake Form out of folder c. Get any information from the client that you do not already have and write it in appropriate place on form d. Double check their DOB/s by asking what their DOB is e. Give copy of rules as well as telling them verbally Everyone gets a copy of the rules (see Rules Policypg.8) i. General rules you do not need to go through the whole of the rules but everyone gets a written copy No alcohol and drugs allowed on premises, do not come back drunk either or you will not be allowed in No gambling, playing cards for money No jumping the fence you will be evicted if you do and not allowed back The gates close at 11pm, so if you go out make sure that you are back by then, otherwise you will not be let in Any visitors must leave by 8.30pm You need to clean up after yourself and keep your room clean and tidy Any problems come see me at the caretakers house or van or you can see the office on next working day Harmony House you will need to come over to the main centre dining area for meals except for breakfast which you will have over there, I will show you when we go over Patient Travel remind them that they need to be waiting at bus stop not in the room and if you miss your bus you will need to take a taxi, I will show you where to wait when we go over If you see they have children / baby with them, let them know that the child must have pants / nappy on at all times and to remember to put nappies in the bin and children must be supervised Remind the clients that they need to stay in the room that has been allocated for them. If they want to change they MUST see the Bookings Clerk the
next working day, until then they must stay in the allocated room. John Citizen (Name) ii. You can do this as a group if needed 2020 (Room No.) f. Get the adult client/s to sign in g. Give client/s a bag tag for every bag; one bagtag will already be printed through the office. Handwrite any extras with the following information: i. Name ii. Room iii. Date of arrival iv. How many bags altogether v. Make sure the clients put the tags on their bags in your presence. Some do have to be shown how to attach it to their bags h. Collect full payment (if applicable) i. Accept cash ii. Write receipt (see Receipts Policy pg.35) i. Name ii. Amount iii. For (Accommodation) if receipt is for more than one person the other names need to be on the receipt as well iv. Write room number v. Give receipt to client vi. Note that they have paid on their form, for how long and how much i. Room the client i. Point out TEPTS stops, Kitchen areas (need to come to Main Centre for meals), phones and laundry facilities on way ii. Need to be waiting here for TEPTS bus here not in your room(Pt only) iii. If you miss the TEPTS bus you will have to pay for your own taxi to get to your appointment ( PT clients only) iv. Use the laundry buggy to do so if needed (see Buggy Operation pg.47) v. Let them know that they can see you if they have any queries overnight or during the weekend 5.2 Signing in Clients NOT booked (clients that turn up wanting a room) a. If on the week-end, check vacancies on Week-end Vacancies Fax in caretakers folder. This fax gets sent to Patient Travel office every Friday afternoon, so Patient Travel know what vacancies we have available for them. If it is a week night check bed sheets for vacant rooms. i. Double check what community can go in what room (make sure as to put communities that mingle in together) ii. Hostel bookings should generally get their own room unless they specifically request to stay with a resident already here b. If there is room available: i. Get blank Intake Form ready ii. Check the Never again to be Accommodated List to make sure they are not banned from staying here

Check the Those who have to pay before they can stay List to see if they have a debt with us. If they do and are coming in as Hostel they must pay CASH for the old debt plus pay cash for the amount of nights they want to stay this time, before they can stay no centrepay or basic card iv. Take all information required: 1. Names including children Under 18yrs need to go in childrens section of the form Only adults to go on top of form Patient always goes at top unless the patient is a child. In that case the Escort goes on the top and the child in the child section 2. DOBs (if have it) 3. Community 4. Warrant Number (if Patient Travel) If there is no booking for this PT client please refer to our Arrivals Policy Patient Travel Clients in section 4.2 v. Any appointments or travel home arrangements vi. If hostel must pay cash up front Cash only No Centrepay unless authorised by Hostel Manager No EFT or Basic card available while you are on duty vii. Allocate a room on the Intake from viii. Add information to Week-end vacancies fax so you can keep track of rooms available (if it is over the week end) ix. Write their names on the bedsheet in the appropriate room for the number of nights they are booked in for. x. Give copy of rules as well as tell them verbally Everyone must get the rules (see Rules Policy) You can do this as a group if needed Get the client/s to sign in iii.
xi. Give client/s a bag tag for every bag

Name Room Date of arrival How many bags altogether Make sure the clients put the tags on their bags in your presence. Some do have to be shown how to attach it to their bags Accept cash Write receipt Name Amount - Numeric and written out
xii. Collect full Payment (see Receipts Policy pg.35)

For (Accommodation) if receipt is for more than one person the other names need to be on the receipt as well Give receipt to client Note that they have paid on their form, for how long and how much
xiii. Room the client

Point out TEPTS stops (if a PT client)and Kitchen areas (need to come to Main Centre for meals), phones and laundry facilities on way Need to be waiting here for TEPTS bus not in your room(PT clients only) If you miss the TEPTS bus you will have to pay for your own taxi to get to your appointment(PT clients only) Use the Laundry buggy to do so if needed (see Buggy Operation pg.47) Let them know that they can see you if they have any queries overnight
5.3 Free Meals

c. If a person presents themselves for a one off meal, the price for a single meal is $5 per person and a receipt must be written and presented at time of meal. If the person is unable to pay, they are welcome to a meal but this must be recorded in the caretakers notes that a free meal was given and to whom. This practise is not to be at all encouraged.
DARWIN COC OWPHS MANUAL 5.4 Residents Rights & Responsibilities

The following hostel guidelines set out residents rights and responsibilities. It is the caretakers responsibility to make new residents aware of these guidelines upon registration. d. Resident Rights ii. Upon successful registration and payment of tariff, residents have a right to:
A place to stay Three healthy meals a day plus morning tea and supper A clean room Access to laundry facilities and public phones A safe and comfortable environment that meets the needs of the residents
Friendly and helpful staff e. Resident Responsibilities i. Residents are asked to adhere to the following to ensure that all residents have an enjoyable stay: Pay for accommodation prior to admission Supervise any children in their care at all times All children must wear pants / nappy at all times Ask any visitors to comply with hostel rules Help staff by keeping rooms and common areas clean and tidy Meet the costs of any damages to hostel property caused by residents, their children or guests Not cook or use heating appliances in their rooms Secure money and valuable items we can provide storage for these if needed Not to return to the hostel inebriated or with alcohol Not to jump the fence if returning after the gates are locked Not to gamble on the premises 5.5 below)
i. ii. ii. If these are not adhered to eviction is warranted (see Eviction Policypg.12)
Key deposit and issuing room keys (see Key Deposit Policy
iii.
$20 must be paid for deposit of key Write a receipt (see Pg. 33) First and last name Amount Numeric and written out Room number Purpose key deposit Resident MUST keep this receipt for refund upon return of key
_______________________________________________________
Key Deposit Policy

A deposit of $20 is required for any resident requesting a key. A receipt is to be made with the residents name and room number written on the receipt. The resident is to have the original copy of the receipt. All keys for the rooms are kept on the Key Board in the office. No key is to be given to the resident without a deposit. If the resident is unable to pay the deposit, they need to be encouraged to lock their room when they leave and the caretaker will open it for them on their return. If the resident looses the key given to them, they must pay another deposit of $20 to obtain another key. For a resident to receive their $20 deposit back, they must return the key and present the original copy of the receipt. The receipt needs to be put in the caretakers tin so office staff can record that the key was returned. See key Refunds policy pg. 36
_______________________________________________________ Arrivals Policy

NO PAY NO STAY Welcome and greet arrivals in a courteous, helpful and well presented way Collect payment in advance unless otherwise instructed by Office staff or Hostel Manager If it is not possible to accommodate a person, the caretaker should refer them to a suitable accommodation alternative (see section 1.4, Pg.1) It is also important to make several checks before agreeing to provide accommodation to a hostel client. The caretaker should check the Never Again To Be Accommodated, Ones to Pay Before Staying and Ones Who Have Credit Before They Stay lists before agreeing to accommodate any person/s. All residents are to be accepted on an overnight basis only if there is sufficient room available and the room is prepared and ready for clients. The following day they must report to the office before 10.00 am for staff to assess their situation and inform them of their possible length of stay. They must be told if they do not report to the office their bags will be removed from the room at 10.00am in the morning. If a resident is booked in over the weekend as a hostel client, they must pay the weekend accommodation up front and in full. All clients need to be told that check out time is 10am Monday to Saturday - Sunday there is no cleaner so no-one should be booked to come in on Sunday unless the room has not been used previously. Patient Travel Clients have been paid for by Patient Travel they will have paperwork to prove this. If they have extra people or children with them they must pay for them. If we do not have room for the extras, they cannot stay. If a client comes in and says they are Patient Travel but they have no paperwork to prove it and no-one has let you know (that is Patient Travel or ILO) they must pay for the night or week-end and sort it out through the office next available weekday,as they are probably supposed to be at another hostel or are not patient travel. If we find out that they are covered by PT we will then refund money paid. (See refund Policy pg. 36) Must check paperwork carefully on arrival to make sure they are supposed to be here,especially if there is no booking for them.
Receipts Policy
Receipts are to be written for any money collected for whatever purpose other than laundry powder and phone money. Laundry powder money to betaken to office staff to get receipted when you have enough to hand in to office. There is a container at the caretakers house for this purpose. Receipts are to be issued for tariff paid in advance, whether paid by cash or cheque. If a cheque is presented for payment, the name of the person giving the cheque and their telephone contact is to be written on the back of the cheque. The cheque must be made out to Darwin Christian Outreach Centre. The caretaker is not to cash any cheque for any resident. A receipt provides a record of income and is official proof that a resident has paid for hostel services. Receipt books are accountable documents. Information to be provided on the receipt is the date, the first and last name of the person or organization paying the money, the amount paid to be in written and numeric form and what the receipt is for, that is, accommodation. If the person paying the money is paying the tariff on behalf of another resident, the name of the resident should also be recorded on the receipt. All receipts must be signed by the person who has taken the money from the resident. The original copy is to be given to the resident Please do not leave the receipt book lying around for anyone to peruse, it is an official document.
15/8/11 1234566 Joan Citizen One Hundred and thirty

Accommodation for self, Jack Citizen
130.00
Jerry Citizen
2005
When writing out receipts, please remember to use a blue or black
Thecaretaker
15/8/11 Joan Citizen Twenty
Key Deposit 1234567
Please try to keep the receipts neat and understandable
20.00
Thecaretaker
1. 2. 3. 4. 5. 6.
Date Write in the date Received from Write in whom you received the money from including first and last name The sum of Write the amount of money received in words Being for Write what the money is for $ - Numerical amount received Signature Whoever is writing the receipt needs to sign here
6. DEPARTURES
Procedure
6.4 Resident has come to let you know they are checking out a. Inspect the room with the resident - to make sure it is clean and tidy and all personal belongings have been removed. b. Check also that no DCOCM property has been removed, eg.sheets, towels, pillows. i. If there are things missing the residents are to be charged Pillows $15 Blankets $30 Towels $15 Sheets $25 Mattress $150 c. If a refund on accommodation is due to the resident, they must contact the office to obtain their refund. The caretaker is not authorized to give refunds. Any issues contact Hostel Manager d. If all is good - Bid them farewell e. Write departure date on their Hostel Intake Form and in the Caretakers notes f. Put Form back in Caretakers folder g. Lock the vacated room 6.5 Resident is due to leave and has not let you know they have gone by 10am (see Check-out Departure Policy pg.37) a. Check room to see if still there i. If still there Ask their intentions (to stay or not) Book further accommodation and get payment (no pay no stay) OR ask them to leave the room if they do not intend to stay Check later on to make sure not still there Lock vacated room Write departure date on form (if have form)and in the caretakers notes b. Inspect the room with the resident - to make sure it is clean and tidy and all personal belongings have been removed. c. Check also that no DCOCM property has been removed, eg. sheets, towels, pillows. i. If there are things missing the residents are to be charged Pillows $15 Blankets $30 Towels $15 Sheets $25 Mattress $150 d. If a refund on accommodation is due to the resident, they must contact the office to obtain their refund. The caretaker is not authorized to give refunds. Any issues contact Hostel Manager e. Check if the resident has any outstanding tariff and collect payment for outstanding amounts (you should have payments up front).
f.
Refund any key deposits on the presentation of their original receipt only and key and write information in the caretakers note. (see Key Refund Policy pg.37) g. Record the date of departure in the caretakers folder. h. If all is good - Bid them farewell and make notes in the caretakers notes
6.3 Resident is not available (if they are not there) a. b. Inspect the room, before checking the resident out of the hostel to make sure it is clean and tidy and all personal belongings have been removed. Check that no DCOCM property has not been removed, eg, sheets, towels and pillows.
i. If there are things missing the residents are to be charged Pillows $15 Blankets $30 Towels $15 Sheets $25 Mattress $150
c.
If the resident appears to have left the hostel prior to 10.00am on the morning after the last night paid for, without making prior arrangements for personal items and proper departure, notify the office the following morning. Lock the vacated room and make notes in the caretakers notes
d.
_______________________________________________________
Check-out Departure Policy

Residents are required to check out of the hostel by 10.00am the morning after the last night they have paid for. Residents not available to go through proper checkout procedures will be deemed to have checked out at 10.00am and their accommodation ceases at that time.
Key Deposit Refunds Policy

The only time you are authorized to give a key deposit refund is if the resident is leaving before office opens and the resident can produce the original receipt and key. If they do not produce the key and receipt no refund is to be given. If a resident requests the return of their key deposit, they must show the original copy of the receipt issued to them and hand in the key and receipt before being refunded. It is preferable if key refunds are only given during office hours however on occasions this is not possible due to the time of departure of the resident from the hostel. If you give a key deposit refund it must be written on their Hostel Intake Form if it is in the folder as well as in the caretakers notes with the persons name and room number, for the office to sort out.
Rent Refunds Policy

Refunds can only be given by the office. If the client is returning to a community, collect their name and address and a cheque will be posted to them if a refund is due. Alternatively they can provide the BSB, Account number and name for a direct deposit to be made. This information is not on the persons bank card. You must also collect a phone contact for the person. All refunds, regardless of how long the client has paid for, are to be calculated on a daily basis irrespective of whether they paid a weekly or daily rate. Refunds are only to be given prior to 10.00am otherwise the rate for that day will be payable. If a client leaves before their scheduled time, it must be remembered that the kitchen, cleaning and office staff have planned around the clients proposed length of stay which has now been shortened. The penalty for leaving early is to be refunded, if any, on the daily tariff for their family composition. If a refund is required, a note must be made in the caretakers notes as to why a refund is required. Contact Hostel Manager if any issues arise.
_______________________________________________________
7. WAKE UP CLIENTS FOR EARLY MORNING BUS/TAXI & BREAKFAST

Procedure
a. Set your phone alarm according to Appointment List in the caretakers folder the night before i. Remembering that breakfast needs to be set up and they need to eat before getting on transport b. Open gates by 5.30am every morning c. Set up breakfast before you start wake-ups (breakfast is 7am to 8am if no wake-ups) both at the Main centre and Harmony House i. If it is a 5.00am departure no breakfast is served. d. Wake people hour before transport is due i. Knock on appropriate door ii. Tell appropriate person its time to get up, your Bus/taxi will be here soon Men are not to enter ladies rooms and vice versa iii. Go to next wake up e. Finish setting up breakfast. f. Start cleaning up from breakfast at 8.00am g. Harmony House kitchenette needs to be cleaned and a list of what is needed given to the kitchen
_______________________________________________________ Wake-ups Policy

You will find the times for wake-ups on your Appointments List Do not enter the room unless asked to Men are not to enter ladies rooms and vice versa

It is your responsibility to wake up and direct the client to go have breakfast; if they do not do this they are on their own, write notes in caretakers notes, if you know this has happened If you happen to know that certain people missed their bus/taxi because they were not waiting, write it on the Appointment List and let the office know
TEPTS Policy for Patient Travel only

Miss the bus get a taxi Not there when bus comes get a taxi Dont attend appointments - pay own way TEPTS drivers will not go to rooms or look for people Staff should not have to go looking for people.The TEPTS driver does not have to wait if you choose to do this as this will then make him late If there are extras that need toget TEPTS 10.00am bus, the office will need to know so as to fax these extra names to TEPTS If there are extras to go on 6.00am and 8.00am, you will need to liaise with the TEPTS drivers and if possible show the patients itinerary with appointment time. You will also need to ring TEPTS on 8922 6777 to get authorisation. TEPTS staff man the office from 6.00am.
_______________________________________________________

a. b. c. d.
8. RESTOCK HARMONY HOUSE KITCHENETTE

Every Morning -After Breakfast clean up Make a list of what is needed (in caretakers folder) Collect what is needed from the kitchen If what is required is not there give a list of what is required to the kitchen Team Leader so it can be organised for you to take over at the start of the next shift if not needed before hand. e. Take stock over to Harmony House f. All stocked to be stored in cupboards provided, not left on top of servery
9. SHIFT CHANGES / HANDOVER

Procedure 9.1 Hand-over from office
a. Be at the office no later than 4.50pm b. Listen /read/ ask questions about any notes in the caretakers note book, with the office staff before you leave c. Take the green bag with you. When you leave it should have the following: i. Caretakers Folder Expected arrivals list Expected Arrivals Intake forms Appointments list Kitchen list Bedsheets Caretakers notes Any itineraries and messages to hand out ii. Cash tin iii. Receipt book iv. Mobile phone (should already be diverted by the office) To Divert Phone from OFFICE to CARETAKER
Push DIVERT and then the extension number, 233 for caretaker. The display will show the name of the phone of the extension. To un-divert, push DIVERT. To divert the main number to the mobile(should already be done by the office)

v. vi.
Push line 2 and enter *210422308127# It will tell you whether you were successful Hang up and Push line 4 Ring 8947 0633 and it should ring the mobile (do not answer it, just hang up)
Phone charger Any room keys required eg. For guest coming into clinic or 1031 etc. or groups that are still to come in. d. Caretaker light i. The Caretaker light needs to be turned on as evening descends so that all visitors and residents are aware of the caretaker residence. The light needs to be switched off when daylight arrives. ii. The hostel veranda lights need to be turned on as evening descends. The switch is near Room 1 and is to be turned off at 9.30pm.
9.2 Hand-over to next caretaker

a. Count float and record on the Relief Caretakers Transaction Sheet before hand-over b. Make extensive notes i. Date ii. Time iii. Room iv. Names of people etc.
9.3 Hand-over from previous caretaker

a. Count float and record on the Relief Caretakers Transaction Sheet before you start b. Read notes, get yourself up to date with whats been happening c. Follow up on things noted if needed 9.4 General Duties a. Prepare Supper at Main Centre at 8.30pm every night Put out prepared food Ring bell at 8.30pm Clean up when finished b. Sunday lunch and morning tea You will need to put lunch and drinks out for the residents Sandwiches will already be prepared If no prepared morning tea put out Portion Control Biscuits Clean up c. If necessary empty bins and replace with new garbage bag d. Be diligent and observant of all aspects of the complex e. Be aware of the speed limit on the premises (20km - if you see anyone exceeding this limit whether it be a taxi or staff member) get number plate and make notes in the caretakers notes.
f.
DARWIN COC OWPHS MANUAL Check all centre vehicles every night making sure they have their keys removed, windows up and the vehicle is locked
Centre vehicles are to be used for staff only and keys are in office on key board
9.5 Hand-over to office by 8.15am (can do breakfast clean up and Harmony House re-stock after this if youve had a busy morning)
a. b. c. Count float and recordon the Relief Caretakers Transaction Sheet before hand-over Give office staff a brief of the night/week-end happenings. Hand in Green bag i. Caretakers Folder Expected arrivals list Arrivals Intake forms Appointments list Kitchen list Bedsheets Caretakers notes Cash tin Receipt book Mobile phone Phone charger Taxi vouchers
e. f. g. h. i.
9.6 Maintenance needed

a. Fill out maintenance report OR b. Make notes in Caretakers note book Make sure you have the date Make sure to reference room / location Give a good detailed description of the problem
c.
Maintenance includes:
Leaking taps Leaking showers Running toilets Blown light bulbs Door handles Equipment not working properly Broken / damaged furniture Washing lines TV remotes missing Plugs missing etc.
Caretakers Hand-over and Notes Policy

When referring to Room numbers please write the four digit numbers on side of bed sheets, Example: 2001, 1001, to keep it clear, the office staff will be doing the same. When there is a shift change of caretaker other than through the office, the outgoing caretaker is required to balance the cash tin by recording all cash on the Relief Caretaker Transaction Sheet and ensuring the cash tin is balanced before handing to the relief caretaker. If there is a discrepancy, see if the reason can be established. If there is no reason a note must be made in the caretaker folder re the problem. The incoming caretaker must be briefed on any outstanding issues regarding residents by the outgoing caretaker.
Caretakers tin/float Policy

Weekdays $70.00 Week-end $170.00 Count float before you hand-over and after you come on shift, record on the Relief Caretakers Transaction Sheet and leave in the Caretakers folder Do not change $50 dollar notes this will ensure you have enough coins for the week-end
10. ISSUING TAXI VOUCHERS
Taxi vouchers are to only to be used only when TEPTS does not pick up 6am patient travel clients, only those who have to be at their appointment before 8am bus can get them there. All other situations when a taxi voucher may be required MUST be approved by the Hostel Manager.
Use one voucher for 4 clients. Do not order individual taxi for individual clients if going to same place at the same time. a. ON THE CABCHARGE FILL IN: Date Taxi Number (if known) Taxi company Trip Details From COC Trip Details To Murin DIRECT Trip Explanation Clients name and warrant number b. ON THE BUTT FILL IN: Date Time Passengers name and warrant number Reason for travel From To
Please note: Gove PT do not provide ground transport other than TEPTS. These clients will have to pay for taxis themselves and they will have already been told to do so.
Most importantly:
1. Check all details are written on taxi voucher butt 2. Trip explanation has the PATIENTS NAME and WARRANT NUMBER (if you have it) 3. On the Cabcharge the finish place must have the word DIRECT written after the venue, eg. Murin DIRECT so the taxi driver does not divert to other venues.
Taxi Voucher Policy

Taxi vouchers are to be used for Patient Travel residents only and only in extreme situations if the Hostel Manager, ILO, or Patient Travel authorise you to use one. This may be that a bus or plane is late and TEPTS could not pick up client Taxi vouchers are NOT to be used for people who have missed transport from COC to wherever, because they slept in or were not waiting at pickup point.
P ATIENT TRAVEL ITINERARIES (How to interpret)
123456
Jane Doe
Patient or Escort itinerary - if the client is the Patient it will read Patient, if Escort will read Escort and the escort will have the same Reference number as the Patient Reference - is the Warrant number Name - Name of Patient or Escort ARRIVAL - will show the date and time of arrival Carrier - Airline or Greyhound DEPARTURE - will show the date and time of travel TRANSPORT- Transport type and pick up time for travel to and from appointments or travel TOP END PATIENT TRANSPORT SERVICE - is the free medical transport service provided by the NT government TAXI - will be either City Radio taxis or Darwin Radio Taxis - this means that this taxi has been booked and paid for by Patient Travel will usually be for mothers with babies under 12 months, Saturdays and Sundays and Gove area, Gove PT do not do ground transport ORGANISE OWN - means they have to book and pay for their own taxi for this appointment or travel APPOINTMENTS Patient Type - will be Inpatient (admitted to Hospital on this appointment) or Outpatient (just an appointment)
Specialist Name - Lists the Specialists name

Hospital Name / Address - Address of appointment (not always the Hospital) Speciality Type of appointment
Expected Arrivals List
This list will show you the expected arrivals for the time you are on duty. Tick them off as they arrive so you can keep track of them.
Jane Doe
Sue Smith
Jenny Doe
Appointments List
You will have one list for 8 Crerar Rd and one for 10 Crerar Rd, both lists may be more than one page. This list will show you the appointments and what time transport will
OWN WAY
Jane Citizen Joan Smith
pick up each client for the next day. You will need to set your alarms accordingly
TAXI
John Citizen
Kitchen Numbers List
This list is really just for your reference. The Kitchen has a copy for catering purposes. This list shows the number of people booked in and any dietary requirements they might have.
Buggy Operation
The buggys are to be used for the following: - Staff to run messages or attend to situations - Taking clients and their baggage to rooms - Movement of laundry between Harmony House and the main complex - Carrying items from one position to another The buggys are NOT TO BE USED for; - Joy rides for children - Toys to have fun on - Carrying more people then designed for. The office buggy can only carrying two adults, the laundry buggy can carry four adults and/or children. Driving Operation Drive with due care. Be aware of your surroundings including other people, vehicles and buildings. The laundry buggy has extra length so be careful not to underestimate this when manoeuvring. When carrying people, be aware they may not be confident to travel with you and may feel scared, be particularly gentle when going over rough ground. When you stop the buggy, be it just to get off quickly or for a length of time, you MUST do the following: Pull on the handbrake for the laundry buggy, or push Park on the short buggy Put the buggy into neutral REMOVE the key from the ignition. This is a must even if you are only leaving the buggy momentarily. It only takes a split second for a child to get on the buggy and attempt to drive it away.
Do not change the forward and reverse button or lever until you are fully stopped. If you change it whilst still in motion you will eventually cause major damage to the gear train and then no buggy for a while! If you are driving fast, start to slow down well before you need to stop the brakes will not stop you in a hurry, they are a gradual slow down to stop. Driving Around The Grounds Do not drive on the grass unless absolutely necessary. Use the concrete paths where you can. Do not drive the buggy past the yellow posts (on the footpath to the kitchen servery) at Harmony House. The correct path for going to Harmony House from the main centre is to travel along the bitumen road within 10 Crerar Road, just outside the green/blue gates, turn right and follow the fence line along until you get to the wire gates, go up over the drain and across to HH. Please DO NOT cut across behind the caretaker van or past the swings. It costs a lot of money to keep green grass. We also do not want buggy tracks going everywhere as the grass will not grow where the buggy constantly travels.
You cannot legally drive the buggy on the main road.
You MUST have a car licence to drive the buggy.
DARWIN COC OWPHS MANUAL Hazard Management Process
Hazard identified (audit, inspection report, incident)
List of Hazard Report Log
Conduct a Risk Assessment
Select Risk Control Solutions
Develop Risk Control Plan (Who, When, How, Training etc)
Implement Risk Controls
Monitor and Review Outcomes
CYCLONE PLANNING
Encourage people to stay at complex. Shelters are only for those whose housing does not meet cyclone building standards. Stay in smallest or strongest room of house or building. Have to take own food etc to shelters. Pets are only allowed at Palmerston and Casuarina shopping centre car parks. Limited facilities at car parks, that is, no ambulance, few toilets, basically stay at own risk.
DARWIN COC OWPHS MANUAL Ensure enough food, water, first aid kits, blankets, warm clothes, torches, radios, matches, batteries, candles, medications
Clean up debris, this is what does the most damage.
Contact Met Bureau and NTES by phone or email these services are the most likely to remain functioning.
Renal and any emergency medical patients will be picked up by the government in the 24 to 12 hours preceeding the supposed arrival of the cyclone for dialysis etc. and returned to accommodation.
Power will be turned off at a certain point during a cyclone and will not be turned on again until authorised to do so by Govt office.
Immediately after a cyclone a team goes to every house and building etc to see if people need rescuing and looking for any possible danger, eg, power lines, gas leaks etc.
Watch relates to 48 to 24 hours expected arrival
Warning relates to 24 to 12 hours expected arrival
Flash Warning means cyclone completely changed course and is expected to arrive within 24 hours.
All service co-ordination is done through the Police Station and NT Emergency Services.

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DARWIN COC OWPHS MANUAL

DARWIN CHRISTIAN OUTREACH CENTRE MINISTRIES

DARWIN COC OWPHS MANUAL

DARWIN COC OWPHS MANUAL

DARWIN COC OWPHS MANUAL

DARWIN CHRISTIAN OUTREACH CENTRE MINISTRIES

Application for Employment

... ... ... ...

DARWIN COC OWPHS MANUAL

Are you an Australian citizen: Drivers License: Current

Class of licence: State of issue: .

Experience in customer service: YES Ability to keep records: YES

Other relevant details in relation to the position:

DARWIN COC OWPHS MANUAL

DARWIN COC OWPHS MANUAL

DARWIN COC OWPHS MANUAL

DARWIN COC OWPHS MANUAL

DARWIN COC OWPHS MANUAL

1. ANSWERING THE TELEPHONE Pg.1

Alcohol and Drugs Policy Pg.7 Rules Policy Pg.8

Gates Policy Pg.10

Cyclone policy Pg.22 3. RESPONDING TO RESIDENTS COMPLAINTS Pg.23

Residents Complaints and Grievance Policy Pg.23 4. MAKING BOOKINGS Pg.24

Hostel Intake Form procedure Pg.26

DARWIN COC OWPHS MANUAL

Hand-over to office 8.30 am Pg.41

Duty and Responsibility

DARWIN COC OWPHS MANUAL

2. ANSWERING THE TELEPHONE

i. Check that the person is staying here on the Bedsheets

DARWIN COC OWPHS MANUAL 1.5 Calling Out or Intercom

Reception Reception 2 Carole

221 222 223

DARWIN COC OWPHS MANUAL

DARWIN COC OWPHS MANUAL

CHRISTIAN OUTREACH CENTRE LOCATION

Berrimah Police Centre CSIRO ABC CHILD CARE

Truck City Shell

CHRISTIAN OUTREACH CENTRE

Amy Johnson Drive To City

Bus Stop Traffic Lights

Duty and Responsibility Procedures

DARWIN COC OWPHS MANUAL

3. WELFARE AND SAFETY OF THE RESIDENTS

DARWIN COC OWPHS MANUAL

2.2 If resident returns inebriated (drunk)

iii. iv. v. vi. vii.

DARWIN COC OWPHS MANUAL

Alcohol and Drugs Policy

HARMONY HOUSE RULES LEAFLET

DARWIN COC OWPHS MANUAL

MIAN CENTRE RULESLEAFLET

DARWIN COC OWPHS MANUAL

2.4 Taxis dropping of inebriated persons

2.5 Ensure that visitors are not disturbing residents

All visitors should be gone by 8.30pm Check again at 9.00pm

DARWIN COC OWPHS MANUAL

2.6 Ensure all residents are quiet after 10.00pm a.

_______________________________________________________ Gates Policy

Violent or Unsatisfactory Behaviour a. Physical Attacks

DARWIN COC OWPHS MANUAL

Failure to Pay Tariff