Every member of the team is valued for their contribution to providing care and service to our residents/clients. Conversely, it is expected that every team member contributes to providing customer focused quality care and service to our residents/clients.
At all times staff are asked to remember that Kronstadt Gardens is the residents home and we are visitors on a shift-by-shift basis, as we are dealing with our community clients.
We hope our staff find the time they are with us both personally and professionally rewarding!
Management and staff work together to create and provide a customer/ client focused environment where residents’ requirements are met in terms of being a customer/ client and a resident. This means that not only do we provide residents with care and services, we treat them as a customer/ client.
Using this quality service method will help ensure resident and representative satisfaction and reduce or prevent complaints which may arise as a result of poor customer service.
Initiative and Enthusiasm
Take self-directed action to do the job well. Anticipate potential problems and initiate corrective actions to avoid them. Maintain a positive attitude towards one’s work or job. Be aware that your level of enthusiasm can impact on others and influence the culture of the workplace.
Client/ Customer Service Orientation
Maintain a client focus and invest time and effort in understanding our clients’ needs. Ensure that a ‘customer first’ approach is adopted to both internal and external customers.
Value and encourage communication between individuals, teams and work groups. Share information and empower others through providing required information. Know your limits and seek assistance when needed. In order to make change happen, it is important that you express your ideas and allow others an opportunity to express theirs in a supportive environment.
Understanding the needs, feelings and expectations of our residents and clients and treating them with respect.
Acknowledge and value the diversity of others and their views and support equity in the workplace.
Taking responsibility for our actions and accepting ownership of the organisation’s culture.
Ensure all operations are in line with both company policies and practices and other relevant legislative and legal requirements, and own behaviours reflect community expectations of professional behaviour and our organisational standards. Be aware of, and maintain high personal and company business standards.
Strive to continuously improve our services, and provide them with dedication, expertise and efficiency.
Aim to continuously improve processes and outcomes by constantly evaluating the work being undertaken and look for ways to make improvements. Set and expect high standards for yourself and others. Be willing to learn new things and to increase your knowledge of RWS’ activities and processes. The ability to initiate, manage and accept change.
In residential aged care, providing the support necessary to enable residents and their relatives to make informed decisions, and staff to achieve the highest levels of skill necessary to apply best practice standards.
Ensuring and taking pride in the highest of standards in maintaining the facility, communication and personal presentation. Be aware of and maintain high personal and company business standards.
There is a Mandatory Education Program consisting of sessions related to fire and emergency management procedures, manual handling, workplace bullying & harassment (including equal opportunity), infection control, food safety, privacy and dignity, mandatory reporting, and elder abuse for staff as deemed appropriate and other additional training courses as the need arises.
Mandatory education is compulsory for all staff and volunteers, and must be undertaken in accordance with the education plan and the requirements of the collective agreement. Mandatory education attendance will be monitored on a monthly basis by Management.
Staff and volunteers have a responsibility to attend mandatory training sessions held throughout the year. Non attendance at required mandatory training sessions provided by the Facility will be treated as a non performance issue and disciplinary action may be taken accordingly.
RusCare Ltd has teamed up with the Aged Care Channel (ACC) for their education requirements and vast library of education titles are available to all staff to complete in addition to their Mandatory Education requirements if they choose.
The library consists of DVD and text based style education and currently have over 130 titles covering a large array of topics and interest related to residential aged care and home care.
Workplace bullying is “…persistent and repeated negative behaviour directed at an employee that creates a risk to health and safety.
Workplace violence is defined as:
‘…any incident where an employee is physically attacked or threatened in the workplace.’
This includes statements or behaviour that makes a staff member believe that she/he is in danger of being directly or indirectly physically attacked.
The organisation has a duty of care related to workplace health and safety whilst staff members have a responsibility to take reasonable care for action and/or inaction.
There will be zero tolerance to workplace bullying.
Everyone is responsible for stopping workplace bullying.
If observed, other staff will be supportive of the person being bullied and assist in any way they can, this may include reporting to the manager.
Managers and Staff are encouraged to tell another staff member, resident or relative directly and politely that the behaviour is not welcome and that it should not happen again and to stop behaving in an abusive or inappropriate manner. It may be appropriate to offer to refer the matter to a senior manager, or to continue the interaction when people involved are behaving in an appropriate and professional manner. If the person/ people involved continue to behave inappropriately, staff are to immediately and politely withdraw from the interaction, report the incident to a manager and an investigation and follow up will be conducted.
Staff members have the right to make a complaint about any incident of workplace bullying and or violence without fear of victimisation or retribution. Managers will treat any report related to workplace bullying or violence seriously and will respond promptly and fairly to resolve the issue.
Staff members are encouraged to report all incidents of workplace bullying or violence using the Improvement Form. This includes staff who have experienced or witnessed such incidents.
The expected standards of behaviour that must be followed at all times;
RusCare Ltd supports Equal Employment Opportunity in the workplace. Our aim is to ensure that every staff member, trainee and volunteer is valued according to merit; how well they perform their duties, and on their ability to maintain standards of compliance, work and service.
A staff member’s/ trainee’s/ volunteer’s sex, marital or relationship status, pregnancy, race, age, physical features, disability, sexual orientation, gender identity, intersex status, religious or political belief or activity,or carers’ responsibilities, make no difference to their employment opportunities. What matters is that the staff member/ trainee/ volunteer is the best person for the job, and that staff/ trainees are supported and allowed to do a good job.
We recognise that it is difficult to do a good job or be fully productive if staff/ trainees/ volunteers at RusCare Ltd treat other staff/ trainees/ volunteers unfairly, discriminate, or harass staff/ trainees/ volunteers because of their sex, marital status, pregnancy, race, age, physical features, disability, sexual orientation, gender identity, religious or political belief or activity,or carers’ responsibilities.
It is also against the law to discriminate against suppliers and contractors in the provision of goods and services.
RusCare Ltd will not support any type of discrimination, harassment or bullying in the workplace.
Compliance with this policy will help provide a safe, healthy work environment, ensure the well being and performance of all staff/ trainees/ volunteers, and assist towards making RusCare Ltd an efficient and effective workplace.