1.2 GUIDE TO IMPLEMENTATION - CLIENTS’ RIGHTS AND OBLIGATIONS

Client rights and obligations

All clients need to be provided with the Client Charter of Rights and Obligations or, if the connection is solely by phone, provided with an email copy or directed to a website or other location where a copy can be viewed.

The extent of the explanation about the Charter given to a client will vary with the level of contact and the service being provided. This guide to implementation can be fully used at the first case management meeting prior to any discussion leading to a Case Management Plan.

The Client Charter listed below is one thatFaCS has provided in the Going Home Staying Home Practice Guidelines (p.135). SHS may use this or their own, and can adapt the ideas to their own charter if desired.

Client Name or Identification Code:

Staff member’s name:

Date:

CLIENT RIGHTS / GUIDE TO COMPLETION / STAFF COMMENTS
(Note any concerns or issues raised by the client)
  1. We will work with you to make sure you receive the best possible assistance to avoid becoming homeless or, if you are homeless, to access safe, affordable and secure housing.
/ Identify a reasonable time, meetings and support.
  1. We are committed to working with you in a respectful way that protects your dignity, is fair and does not discriminate.
/ Ask client for the way they prefer to be addressed and if they have any special requests.
  1. You will be treated in a professional, courteous and caring manner, and receive the same quality and level of service based on your need, regardless of your race, cultural or linguistic background, religious background, gender, sexual orientation, age, disability or family status.
/ Clarify with the client that the time and service being provided will be what is available to meet their needs. Additionally, explain that staff will discuss with them if time or resources are a problem. Average time taken with different clients can be calculated by staff. Agree on the number of meetings as part of case management.
  1. Your personal privacy will be respected and confidentiality protected, except where we have a legal obligation, and we will explain to you what this means when you use our service.
/ For example, explain about staff signing confidentiality agreements; that all records are held securely in CIMS, etc.
  1. You have the right to use our service if it matches your need and what we are funded to provide.
/ Explain what the organisation can provide (e.g. time, information, referrals, etc.) and what it cannot.
  1. We will work in partnership with you to identify your needs, and with you and other agencies to develop a plan to meet these.
/ Describe what information can be provided and explain what actions will be required.
  1. You have the right to put forward a complaint and we will respond in a confidential, respectful and timely way.
/ Outline how verbal complaints will be taken seriously and the importance of providing facts as well as a client’s feelings. It is important not to talk the client out of the complaint but to help explain it.
  1. We will inform you of your rights and responsibilities when you receive a service from us.
/ This is what we are doing now.
  1. You will be provided with opportunities to take an active role in the decision-making processes of our service.
/ Ask if the client has had previous experiences of doing this.
  1. We will provide you with a suitable referral and support options so that you can decide as to who you prefer to work with.
/ Explain what a referral is and give examples of options.
  1. We aim for you to feel safe and we will have systems in place to protect you from harm.
/ Ask if the client has any specific safety concerns and if they have adversely affected the safety of others in the past.
  1. You can expect our service to meet health and safety requirements.
/ Briefly outline hygiene, safe practices on SHS property (and elsewhere) and how this can affect others and them.
  1. We will regularly ask for your opinions, and seek suggestions on the services we offer.
/ You can ask a client at every meeting how they feel about the service offered and how the service can support them within the agreed guidelines.
  1. If you have a child under 16 years, you have the right to have their needs considered.
/ If this is the case, then determine if the child will be accompanying the client, is supported elsewhere, or is possibly in a difficult or harmful situation. Consider the legal obligations for mandatory reporting, for example.
As a client of a specialist homelessness service you have a responsibility to:
  1. Be respectful of others, including staff, volunteers and other clients
/ Briefly ask the client how they wish to be addressed and treated – and how this might apply to people they interact with.
  1. Be respectful of the organisation’s property
/ Ask the client how they can avoid damaging or “losing” the organisation’s and other clients’ property.
  1. Be an active participant in your service, including taking part in case planning and management sessions and fulfilling your commitments under your case plan
/ Explain what a case management plan is and how it will be conducted. Possibly ask a question about any previous experience with a similar process and what happened.
  1. Actively and positively contribute to resolving your own homelessness or risk of homelessness
/ Ask the client what they can do to help themselves – what have they been able to do in the past? Is there anything that limits their ability to work with the service to help them? Ask if there is anything that could limit the client being prepared and undertaking staff requests and especially the case manager regarding behaviour, seeking accommodation, employment, etc. For example, attending arranged meetings and not behaving in a way that would lead to estate agents and others rejecting them.
  1. Participate in the service in a fit state (not under the influence of drugs or alcohol)
/ A fit state is the client making sure they are not affected by drugs or alcohol, resulting in being unable to function or behave in a reasonable way.
  1. Maintain confidentiality regarding information about other clients or participants in groups or programs
/ Explain that staff will never talk about clients or other staff, or gossip about people in the accommodation.
  1. Provide accurate information about yourself in order to receive the best service.
/ Ask if the client has any objections to providing information. Ask the client for a signed agreement on this and which organisations it can be shared with.

The Client has signed the Charter or Rights and Obligations with any comment recorded

Signed______

Date: ______

Questions to ensure the Charter is effectively implemented

There are a number of questions that an organisation can ask itself to ensure that that the Charter of Client Rights and Obligations is being effectively implemented:

  • Has the Charter of Client Rights and Obligations been endorsed by the Board?
  • Have individual staff signed a statement to agree to follow the Charter as part of their induction process?
  • Has a poster of the Charter been displayed in all service sites, on the website, Facebook – in all relevant languages (if appropriate)?
  • Is the organisation able to indicate how each statement in the Charter is reflected in policies, procedures and practice?
  • Can each element of the Charter be explained in culturally appropriate language?
  • Have staff been trained and re-inducted each year on the rights of clients, and how these can be achieved and supported?

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