be conscious that care recipients with a cognitive impairment might still be able to express their views and engage in the resolution process, and be aware that, if it is not appropriate to engage with the care recipient, and there is a nominated representative or guardian for the care recipient, the nominated representative or guardian must be contacted. Note: The care recipient’s nominated representative is the person nominated to the provider for this purpose under the Act. Important! If an officer believes exceptional circumstance exist or is unsure as to whether to contact a care recipient and/or their nominated representative, they should first consult with their manager. Engaging with persons and/or organisations At times during the detailed assessment phase it may be necessary to engage with other persons and/or organisations. When engaging with others, officers must ensure they comply with the Act and the Scheme’s privacy and confidentiality requirements in relation to the use and disclosure of protected information. Important! If an officer is unsure as to whether to contact others, they should first consult with their manager. Activity 2: Risk assessment and resolution planning Using the risk assessment and resolution plan (RARP) to progress the complaint The RARP is designed to assist officers in considering the common risk elements related to each raised in a complaint and to assess the risks, along with other information collected, to decide whether: no further action should be taken on the issue(s) further support should be provided to facilitate an early resolution of the issue(s) within the detailed assessment phase the issue(s) should be progressed to the resolution phase, and/or the issue(s) should be referred to another organisation. The risk rating in the RARP also assists managers in determining: an appropriate resolution approach the priority of the complaint and timeframe in which to respond to the complaint, and the level of oversight the manager should maintain. Who completes the of the risk assessment and resolution plan (RARP)? The RARP is drafted by officers undertaking the detailed assessment in consultation with a manager. Both officers and managers play a role in completing the RARP:
be conscious that care recipients with a cognitive impairment might still be able to express their views and engage in the resolution process, and be aware that, if it is not appropriate to engage with the care recipient, and there is a nominated representative or guardian for the care recipient, the nominated representative or guardian must be contacted. Note: The care recipient’s nominated representative is the person nominated to the provider for this purpose under the Act. Important! If an officer believes exceptional circumstance exist or is unsure as to whether to contact a care recipient and/or their nominated representative, they should first consult with their manager. Engaging with persons and/or organisations At times during the detailed assessment phase it may be necessary to engage with other persons and/or organisations. When engaging with others, officers must ensure they comply with the Act and the Scheme’s privacy and confidentiality requirements in relation to the use and disclosure of protected information. Important! If an officer is unsure as to whether to contact others, they should first consult with their manager. Activity 2: Risk assessment and resolution planning Using the risk assessment and resolution plan (RARP) to progress the complaint The RARP is designed to assist officers in considering the common risk elements related to each raised in a complaint and to assess the risks, along with other information collected, to decide whether: no further action should be taken on the issue(s) further support should be provided to facilitate an early resolution of the issue(s) within the detailed assessment phase the issue(s) should be progressed to the resolution phase, and/or the issue(s) should be referred to another organisation. The risk rating in the RARP also assists managers in determining: an appropriate resolution approach the priority of the complaint and timeframe in which to respond to the complaint, and the level of oversight the manager should maintain. Who completes the of the risk assessment and resolution plan (RARP)? The RARP is drafted by officers undertaking the detailed assessment in consultation with a manager. Both officers and managers play a role in completing the RARP:
dss_accs_guidelines_-_final.docx