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COVID-19 update for service delivery


With the latest restrictions announced by the Victorian Government we want to outline the impact to your family member’s access at our services and supports.

While this is not a position we had anticipated finding ourselves in, we aim to maintain as much service delivery as we can as long as it is safe for everyone involved and allows us to comply with the latest restrictions.

The application of the restrictions across the Melbourne Metropolitan area and Mitchell Shire means the restrictions now apply to all of us and is not determined by the post code where people live.

Based on the latest information, the following will apply as of the 9th July, 2020:

The four reasons you can leave home:

  • Shopping for food or other essential items
  • Work or study, if they cannot work or study from home
  • To provide care giving, for compassionate reasons or seek medical treatment
  • For exercise (outdoor exercise only, with only one other person or members of their household).

What this means for our services:

Accommodation:

A separate communication will come to you if your family member receives accommodation support from Accord.

Support Coordination:

  • Support will continue but will be over the phone or telehealth unless ‘critical’
  • ‘Critical’ support is deemed to be necessary where the support cannot be provided remotely, and there is foreseeable risk of harm to the client by not providing support face to face
  • We apologise in advance but we will need to cancel any non-critical appointments scheduled in the next 6 weeks

Allied Health Services:

  • Support will continue but will be over the phone or telehealth unless ‘critical’
    • ‘Critical’ support is deemed to be necessary where the support cannot be provided remotely, and there is foreseeable risk of harm to the client by not providing support face to face
    • We apologise in advance but we will need to cancel any non-critical appointments scheduled in the next 6 weeks

Moreland, Greensborough and Sydenham Community Campuses:

  • The community campuses may be used during this time as a venue to support clients on a 1:1 basis who cannot be supported in the home or in the community due to extenuating circumstances.
  • Support at the campuses will be on a 1:1 support model
  • Priority of support will be given to clients living at home with families where the support is deemed critical
  • All ‘group’ support will be discontinued until further notice
    • An offer of 1:1 support in the family home and the clients local area will be offered to clients living at home with families
    • Any requests for support outside of these descriptions should be discussed with the leadership team from your community campus
    • Please call us if you have any questions at all

Individualised Services – all regions:

  • Individualised Services will continue
  • Supports need to be in line with the Government restrictions and the four reasons to leave home
  • Where supports need to be modified, this will be discussed with you prior to any changes occurring
  • Please call us if you have any questions at all

What we need from you:

If your family member is travelling to our service by taxi or other transportation we ask you consider the following questions before they leave home.

If our caregivers pick up our clients, we will ask the questions prior to commencing support.

This screening is in line Government directions and designed to protect all of us.

Screening Questions:

1.    Have you arrived from overseas or interstate in the past 14 days?

2.    Have you had close contact with a person who has a confirmed case of the Coronavirus in the last 14 days?

3.    Do you have any flu like symptoms?

 4.    If so what are they?

If you answer yes to any of these questions we will need to cease supports until you are better and seek medical advice.

What are we doing to protect our clients and caregivers?

We are asking the same screening questions of our caregivers and they are not permitted to work if they answer yes to any of the questions.

We have introduced and reviewed our procedures in line with infection control, and Workplace Health and Safety and Wellbeing.

We are checking the temperature of each client and caregiver that attend our community campuses or offices. The thermometers used are non-touch and if anyone has a temperature reading of greater than 37.5 C they will be asked to go home (caregivers) or wait in our first aid room until we contact their family to pick them up.

All clients will be offered hand sanitiser and or hand wipes on arrival to the centre or when travelling in one of our vehicles. We will support them to learn hand sanitising through modelling, signage and encouragement as well as social stories.

We will be encouraging hand washing at the end of activities and prior to eating, as well as at the end of each day.

Our community campuses program rooms and vehicles are well equipped with cleaning products including hand sanitiser, disinfectant wipes and disinfectant spray. Each program room and vehicle will be cleaned at the end of the day or during the day if required.

All caregivers will follow the same hand sanitising and cleaning protocols as described above.

You can get further up-to-date information about the Coronavirus from:

The Australian Government Department of Health has helpful advice on its website too.

Or call on 1300 022 266 for further information.