Register

Author: Tanya Haywood

Continuous Quality Improvement: The Quiet Revolution Reshaping Community and Health Services

Posted on by Tanya Haywood

Over the past few years, continuous quality improvement (CQI) has become a growing expectation across Australia’s aged care, community, disability, and health sectors. It’s not a one-off project that can be undertaken just before audit – it’s becoming the backbone of how safe, accountable, and responsive services operate on a day to day basis. 

This shift hasn’t happened by accident. Instead, it’s been driven by major national enquiries, new regulatory frameworks, and a growing recognition that quality isn’t a fixed endpoint but a continuous cycle of learning and improvement. 

In this post, we explore why CQI has become so central, what it really means in practice, and how organisations can embed it in a way that strengthens their governance, culture, and service outcomes. 

Why CQI has surged to the forefront

A series of sector defining events have pushed CQI from good practice to a non-negotiable part of service delivery:

1. The Royal Commission into Aged Care Quality and Safety 

The Commission’s findings were unequivocal: aged care providers must demonstrate ongoing improvement, not just compliance at a point in time. This directly shaped the new Aged Care Act 2024, the Aged Care Quality Standards (2025), and the Aged Care Quality and Safety Commission’s expectations around continuous improvement planning, service user feedback, and governance oversight. While CQI is most clearly established as a requirement under Outcome 2.3 of the Aged Care Quality Standards (2025), the concept is also woven through the guidance material for each Standard, highlighting CQI as an integral part of safe and quality aged care. 

2. The Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability

In the disability space, the findings of the Royal Commission highlighted systemic failures in learning from incidents, complaints, and near misses. It reinforced the need for disability providers to adopt structured, organisation-wide improvement systems– a message now reflected in the NDIS Practice Standards and the NDIS Quality and Safeguards Commission’s guidance. And with the Commission evaluating the introduction of a Quality Framework as part of their NDIS review and reform, it’s clear quality is a key priority in the disability sector going forward.

3. New and updated standards across jurisdictions 

Across Australia, standards have been rewritten or refreshed with CQI at their core, including the:

  • Australian Service Excellence Standards
  • NSQHS Framework
  • QIC Health and Community Services Standards
  • QLD Human Services Quality Standards (HSQS)
  • Victorian Social Services Standards

Across all of these frameworks, and many others, the message is consistent: quality is not static, and organisations must be able to demonstrate how they learn, adapt, and improve over time. 

What CQI really means... and what it doesn't

  • Systematically collecting information about how services are performing
  • Identifying patterns, risks and opportunities
  • Taking action to improve processes, systems and outcomes
  • Reviewing whether actions have worked
  • Embedding the learning so improvements stick
  • A one-off project
  • A compliance exercise
  • A document you prepare before an audit
  • A responsibility for the quality team alone

CQI is often misunderstood as “doing audits more often” or “being ready for accreditation”. But true CQI is much broader and more cultural. 

At its core, CQI means building an organisation that continuously reviews, reflects, and improves every day, not just every audit cycle. 

It’s important that CQI is incorporated into every aspect of the organisation. When everyone involved in the organisation, from Board members to workers on the ground, operates with a mindset and method that considers how the organisation and its services can continue to improve, CQI becomes part of the organisation’s DNA.

A whole-of-organisation approach: CQI is everyone’s business

One of the biggest shifts in modern standards is the recognition that quality is not an isolated process. CQI requires multiple inputs from across the organisation, including: 

1. Worker feedback

As the people within the organisation closest to service delivery, frontline workers often see risks and opportunities long before they appear in data. What workers actually observe and experience every day can guide organisations to evaluate how their policies and procedures are being implemented in practice, so their feedback is key to effective CQI. To value their contributions, CQI systems must make it easy for workers to raise issues, suggest improvements, and participate in solution building. 

2. Service user feedback

The other group with the best lived experience of an organisation’s services are, of course, the people who receive those services. Complaints, compliments, surveys, and informal feedback are some of the richest sources of improvement insights. Organisations with effective CQI processes should not only provide avenues for service users to give various forms of feedback, but also actively encourage feedback as a mechanism for growth and development.  In turn, they use that service user feedback to improve their processes and make a difference.  

3. Incidents and near misses

Every incident or near miss is a learning opportunity. Organisations that have strong incident management systems in place are best placed to use incident data to analyse trends, identify root causes, and implement preventive improvements as part of CQI.  

4. External audits and accreditation

External reviews validate performance and often highlight blind spots. It’s important to receive input from people outside the organisation with a fresh perspective. But in a CQI culture, they’re just one input among many.

5. Internal audits and self assessments 

These provide structured, evidence–based insights into how well systems are working and where improvements are needed. Conducting regular internal audits and self-assessments drives quality improvement on a continuous basis, allowing organisations to identify and address potential issues as they occur. 

6. Data and outcomes

Whether clinical indicators, service outcomes, or operational metrics, data helps organisations understand whether improvements are working. 

When this data flows into a single, coherent improvement system, organisations can see the bigger picture – and act on it. 

How to implement CQI in practice

CQI doesn’t need to be complicated. The most effective organisations focus on building simple, repeatable habits: 

1. Create a central place to record improvements 

A structured CQI register helps track: 

  • What needs improving 
  • Why it matters 
  • What actions are planned 
  • Who is responsible 
  • What evidence supports the change 
  • Whether the improvement worked 

2. Build CQI into everyday practice

CQI thrives when embedded into organisational culture: 

  • Team meetings include improvement discussions 
  • Staff are encouraged to raise ideas 
  • Leaders model curiosity and openness 
  • Improvements are celebrated 

3. Link improvements to evidence

Every improvement should be connected to a driver, such as: 

  • A complaint 
  • An incident 
  • A worker suggestion 
  • An audit finding 
  • A risk assessment 
  • A change in standards 

This demonstrates that improvements are purposeful and responding to real and specific issues.

4. Make CQI visible to leadership 

Boards and executives are increasingly expected to oversee quality and safety. A clear CQI system helps them fulfil their governance responsibilities. 

5. Close the loop

CQI is only meaningful if organisations review whether actions actually worked. This is where many providers fall down — but it’s also where the biggest gains are made. 

Why now is the time to strengthen your CQI system

With new standards, new legislation, and heightened regulatory expectations, organisations need a clear, reliable way to demonstrate continuous improvement.  

That’s why we’ve released our new CQI Register: designed to help providers capture improvements, link them to evidence, assign actions, and track progress over time. 

It brings together all the elements of CQI into one simple, intuitive workflow, helping organisations move beyond “audit preparation” and towards a genuine culture of ongoing learning and improvement. 

If your organisation is ready to strengthen its CQI approach, or if you’re preparing for the new Aged Care Quality Standards, NDIS audits, or reviews against any other practice standards — now is the perfect time to put the right systems in place! 

Let's get the CQI cycle started.

Sign up to SPP to explore how our CQI Register can help your organisation’s quality improvement!

Sign Up Now

Vaccination Management in the Workplace: Getting the Balance Right

Posted on by Tanya Haywood

Workplace vaccination management has significantly evolved in recent years. While broad public health mandates introduced during COVID-19 have largely eased, vaccination remains an important element of workplace health and safety across many sectors.

Organisations are now increasingly more responsible for assessing vaccination considerations within their own operating context. Rather than relying on broad public health directions, providers are now expected to take a more structured, risk-based approach that considers workforce roles, service environments and the needs of vulnerable people receiving care or support.

This creates a practical challenge for organisations – developing clear guidance that supports consistent decision-making and ensures vaccination measures are applied reasonably and proportionately to risk.

Complexities in Vaccination Management

Although vaccination is a familiar workplace health measure, the surrounding regulations have become more complex in recent years. Many organisations are now working within an environment where layered obligations and risk-based expectations apply simultaneously. 

One of the key changes has been the shift away from broad emergency public health directions. In many cases, organisations must now make decisions based on their own circumstances, considering factors such as: 

  • workforce roles,  
  • service user vulnerability, and  
  • exposure to risk within their operating environment.  

This has placed greater emphasis on internal governance and proportionate risk assessment.

Legislative considerations

Organisations must also consider multiple sources of legislation and guidance, including: 

  • Work health and safety duties 
  • Clinical recommendations relating to occupational risk 
  • Organisational responsibility to maintain a safe environment 

In some sectors, additional legislative requirements may also apply. For example, aged care providers must consider specific vaccination-related obligations outlined in the Aged Care Act 2024 and Aged Care Rules 2025, particularly where these relate to registration conditions and service delivery. This reinforces the importance of taking a context-specific approach when developing vaccination practices.

Navigating these competing considerations can be challenging, particularly for providers operating across different service settings or jurisdictions.

Towards Risk-Based Decision Making

Organisations are expected to make decisions based on risk – considering the type of work performed, service environment and the people receiving care or support. In practice, this means vaccination management often involves assessing: 

  • The level of direct contact workers have with others 
  • Relevant risks to workers and service users in the service environment 
  • The vulnerability of people accessing services 
  • Potential workforce and service environment impacts 

For example, vaccination expectations may differ significantly between workers providing direct care in high-exposure environments and those working in office-based or remote roles.

This approach reflects a broader shift toward governance and accountability. Organisations must be able to demonstrate that decisions and measures are reasonably practicable within their WHS framework.

Practical Challenges

In practice, the challenge for many organisations lies in translating risk-based decisions into clear everyday processes that workers understand and follow. Some of the common challenges include: 

  • Determining when vaccination is mandatory, organisation-enforced or recommended 
  • Applying expectations consistently across different workforce roles 
  • Managing vaccination records while maintaining privacy and confidentiality 
  • Responding to changing public health guidance and sector expectations 
  • Balancing safety considerations with workforce engagement and communication 

For organisations operating across multiple service areas or jurisdictions, maintaining consistency and transparency in decision-making becomes particularly important.

Ongoing Review and Governance

Workplace vaccination expectations and guidance continue to change. As a result, organisations should view vaccination management as an ongoing governance consideration rather than a one-off decision. Regular review helps ensure that vaccination practices remain: 

  • Aligned with current guidance and sector expectations 
  • Proportionate to workforce roles and service delivery settings 
  • Clearly documented and consistently applied 
  • Responsive to changes in risk or operational requirements

By embedding vaccination management into broader governance and risk management processes, organisations can maintain clarity and support workforce confidence. This helps ensure decisions remain practical, proportionate and aligned with both safety obligations and operational realities.

A Structured Approach

Given competing considerations, many organisations are moving towards clearer internal frameworks to guide vaccination decision-making. A structured approach helps organisations ensure the vaccination measures are reasonable and proportionate to risk.

To support organisations navigating these issues, we’ve developed a new Vaccination Management Policy. Our policy is designed to help organisations implement a consistent and transparent approach that can adapt as guidance and operational needs evolve.

Need more help on vaccination management?

Sign up to SPP and let our resources guide you towards compliant processes!

Sign Up Now

Aged Care Resource Roundup

Posted on by Tanya Haywood

Now that the Aged Care Act 2024 and Aged Care Rules 2025 are in effect, we thought it would be helpful to summarise all of our aged care related self-assessments and key resources, to remind you of the many ways SPP can help you transition into the new framework! 

Our Aged Care Self-Assessments

Over the last year or so we’ve added and updated a range of detailed self-assessments to help providers: 

  • Get on top of all of the new requirements 
  • Undertake gap analysis and create automatic improvement plans 
  • Access hundreds of comprehensive templates 
  • Package up compliance reports and required evidence 

Here’s a quick snapshot of the self-assessments available in SPP:

Strengthened Aged Care Quality Standards

Track compliance with all Outcomes and Actions of the Strengthened Aged Care Quality Standards, with our related templates, policies and info sheets linked throughout.  You can automatically transpose compliance reports and evidence straight into the Commission’s Audit Evidence Collection Tool (AECT). 

Aged Care Financial and Prudential Standards

Contains all requirements of the three new financial and prudential standards, with links through to our templates for: 

  • Financial and prudential management system 
  • Liquidity management strategy  
  • Investment management strategy 

Aged Care Act 2024 – Provider Obligations

We’ve built a comprehensive series of modules to help you understand and monitor your compliance with all of the core obligations and conditions of registration of providers within the Act and Rules.  

There are too many to list here, but our modules cover topics including: 

  • Responsible persons and suitability matters 
  • Governance requirements 
  • Workforce vaccinations 
  • Restrictive practices 
  • Incidents 
  • Complaints, Feedback and Whistleblower Disclosures 

Associated Provider Compliance Attestation

Associated Providers can use this self-assessment to confirm their understanding of their core obligations under the Act and Rules – as well as provide registered providers with required information and evidence of compliance. 

Registered providers can evidence their due diligence by having Associated Providers answer the questions in SPP or the Q&A report spreadsheet. 

AECT and CDECT Supporting Documents

Providers are using the self-assessments we’ve built for the AECT, as well as Care Delivery Evidence Collection Tools (CDECTs), to package up their Required Supporting Documents.  Of course, we’ve linked all of our relevant resources to each Required Supporting Document. 

Our members with multiple facilities are using these self-assessments to ensure that each of their facilities understands what documents they need to provide.  Each facility can then package up the appropriate mix of corporate documents together with facility-specific documents. 

Our Huge Range of Aged Care Quality Standards Resources

Did you know that we have over 165 resources in our Reading Room that are specifically linked to individual Actions under each Outcome of the Aged Care Quality Standards?

That long list includes templates, policies and checklists to meet requirements of the Act and the Quality Standards, including relating to: 

  • The Governing Body and Responsible Persons 
  • The Quality Care Advisory Body and the Consumer Advisory Body 
  • Associated Providers 
  • Person-Centred Care 
  • Choice, Independence and Decision-Making 
  • Partnering with Individuals 
  • Clinical Governance 
  • Comprehensive Care 
  • Safe and Quality Use of Medicines 
  • Reportable Incidents 
  • Feedback, Complaints and Whistleblowing 
  • Risk Management 
  • Safeguarding 
  • Safe Service Environment

Interested in learning more?

Reach out to us if you’d like to learn more about how SPP is helping hundreds of aged care providers transition into the new quality and safety framework! 

Please contact us at team@bngonline.com.au or call us on 02 9569 1704.  

Need help with Aged Care Compliance?

Sign up to SPP for everything you need to help you transition to the new framework.

Sign Up Now

From Risk to Readiness: Managing Associated Providers under the New Aged Care Act

Posted on by Tanya Haywood

The new Aged Care Act, commencing 1 November 2025, introduces comprehensive reforms that place greater emphasis on transparency, accountability and governance.  

One significant change is the requirement for Registered Providers to take responsibility for the conduct and compliance of their Associated Providers.  

Associated Providers – whether allied health professionals, transport operators, catering companies or cleaning contractors, are often central to the delivery of aged care services. Under the new Act, providers can no longer treat these third parties as ‘separate’.

Registered Providers’ Responsibility

Section 11(6) of the Aged Care Act makes it clear that Registered Providers remain accountable for ensuring that services delivered by Associated Providers meet all applicable obligations.  

This includes compliance with the Aged Care Quality Standards, the Aged Care Code of Conduct and requirements relating to screening, training, incident management and record keeping.  

The Act also introduces a Statement of Rights, which outlines the entitlement of people accessing aged care services. These include the right to independence, choice, safety, respect and culturally appropriate care. All providers must ensure that all services delivered are consistent with these rights. 

In practice, this means that Registered Providers must establish robust systems to monitor, support and verify Associated Providers. Without strong oversight systems, Registered Providers face risks – including non-compliance, regulatory penalties, reputational harm and most importantly, compromised safety and wellbeing for older Australians.  

The Compliance Challenge

Managing compliance across a diverse range of Associated Providers can be complex. Associated Providers are subject to a broad range of legislative and regulatory requirements under the new Act, including: 

  • Workforce screening, training and supervision 
  • Feedback, complaints and whistleblower protections  
  • Incident management protocols and escalation pathways  
  • Record-keeping obligations, including vaccination data and worker credentials 
  • Notification requirements to the Aged Care Quality and Safety Commission 
  • Pricing transparency for user-sourced services  

Clear legal requirements are the starting point, but building a cohesive culture of shared responsibility and continuous improvement is where lasting change happens. Registered Providers should view Associated Providers as partners in delivering safe, high-quality care – moving beyond mere compliance to build a culture of shared accountability. 

Practical Tools for Oversight

To assist Registered Providers in navigating these reforms, we have developed a package of new resources: 

 

1. For Registered Providers – Associated Provider Compliance Checklist 

This is a high-level checklist designed to help Registered Providers undertake due diligence about the compliance position of each of their Associated Providers.  

It clarifies the systems and processes each Associated Provider must have in place and acts as a communication bridge, fostering shared responsibility and continuous improvement. 

It helps you to record that you’ve made enquiry and satisfied yourself about the processes each Associated Provider has put in place covering the topics summarised above in our self-assessment.  

We’ve included hyperlinks to the relevant requirements of the Act and Rules throughout the checklist, to help you understand the context of each item. 

2. Self-Assessment: Associated Compliance Attestation: 

To make this process even easier, we have also developed an SPP module specifically for Associated Providers to complete. The module mirrors the Associated Provider Compliance Checklist and is designed to: 

  • Help Associated Providers assess their own compliance and confirm that they understand the core requirements under the Act and Rules directly within the SPP platform 
  • Enable structured self-assessment linked to relevant evidence and documentation 
  • Generate a compliance report and package up copies of core compliance documents, that can be submitted to Registered Providers, supporting transparency, consistency and ease of oversight 

Our self-assessment contains the following modules: 

  • Associated Provider Details 
  • Workforce Requirements 
  • Incident Management 
  • Feedback and Complaints Management 
  • Whistleblowing 
  • Monitoring and quality assurance 
  • Record-Keeping 
  • Compliance Documents 

We’ve included hyperlinks to the relevant requirements of the Act and Rules throughout the modules, to help you understand the context of each item.

3. Associated Provider Agreement 

A practical contract template that formalises the relationship between Registered Providers and Associated Providers. It ensures: 

  • Clear articulation of roles, responsibilities and compliance expectations 
  • A contractual basis for monitoring feedback and corrective action 

Towards Best Practice

Associated Provider management is no longer a secondary issue – it is now an integral part of aged care governance. The reforms make it clear that providers are accountable for every part of the care ecosystem, even when delivered through third parties. 

By adopting the available resources, providers can shift from risk awareness to risk readiness – strengthening not only their governance but also the safety and quality of care for older Australians.  

You can find the new self-assessment for Associated Providers in SPP under the Standards tab > Aged Care – towards best practice or just search “Associated Provider” in the search bar. 

You can find the Checklist and the Template Agreement resources in SPP’s Reading Room by searching the name of each resource – or just search “Associated Provider” to find both. 

 

Please contact us at team@bngonline.com.au , or phone 02 9569 1704 if you have any queries. 

Artificial Intelligence in the Workplace: Balancing the Risks and Rewards

Posted on by Tanya Haywood

Artificial Intelligence (AI) is no longer a futuristic concept—it’s already transforming industries, automating tasks, and reshaping the workplace. As AI becomes increasingly integrated into everyday operations, organisations must take a proactive approach to ensure its ethical, secure, and responsible use.

The Risks of AI in the Workplace

AI holds immense potential, but without careful oversight, its integration could introduce several risks that must be addressed. These risks include: 

  • Bias and Inaccuracy: AI systems could unintentionally generate biased or fraudulent content, affecting decision-making processes in hiring, promotions, or customer interactions. 
  • Privacy and Security: AI-driven technologies might raise concerns about data privacy, exposing sensitive information to potential breaches. 
  • Employee Displacement: Automated tasks could lead to job displacement and organisational disruption if not managed properly. 
  • Ethical Decision-Making: AI’s increasing role in decision-making could present ethical challenges, especially if systems act in ways that are not transparent or accountable. 
  • Environmental Harms: The computational power necessary to run AI systems requires significant energy and water consumption, increasing environmental and climate risks, and potentially impacting an organisation’s sustainability targets.

Managing These Risks

With these risks in mind, we’ve developed a new resource in SPP, called Policy: Artificial Intelligence, which outlines how organisations can not only take steps to mitigate the risks of AI, but also harness its full potential in a safe and effective manner. 

Our policy provides a structured approach for managing these risks, ensuring that AI is used responsibly and aligned with your organisation’s values. Some key considerations for responsible AI deployment include: 

  • Approved Applications: Consider and list applications of AI in the workplace that are permissible. 
  • Privacy Protection: Implement safeguards to ensure AI respects workplace confidentiality, such as restricting AI recording technologies during meetings. 
  • Bias Mitigation: Regularly evaluate AI systems to identify and correct biases, ensuring fairness in automated decision-making. 
  • Training and Awareness: Equip workers with the knowledge to understand and use AI responsibly, addressing potential ethical concerns before they arise. 

Ongoing Review and Evaluation

Given the fast-paced evolution of AI, organisations must commit to continuous oversight to ensure AI remains transparent, fair, and accountable. This could include regular audits, engaging with external experts, and forming an ethics committee to review AI practices. 

Conclusion: An AI Policy can help position you for Positive Change

AI’s transformative potential is undeniable, but organisations must act now to responsibly integrate these technologies.  By implementing a robust AI policy, offering ongoing training, and maintaining constant evaluation, organisations can confidently use AI as a tool for positive, sustainable growth. 

Ready to explore how Artificial Intelligence is transforming the workplace?

Sign up for SPP to gain access to resources on AI technologies!

Sign Up Now

Spotlight on 2024

Posted on by Tanya Haywood

With 2024 coming to an end, it’s a great time to look back at some of the biggest changes and developments of the year in the community and health services sector. 

Aged Care

Following the release of the final draft Strengthened Aged Care Quality Standards in December 2024, this year the focus was on preparing for implementation, which will commence in July 2025.  We worked hard over the 2024 Christmas break and then released an updated self-assessment for those Standards in early January, to help providers understand and prepare for expected changes and new requirements. 

Throughout the year, we’ve been reviewing our suite of resources against the draft requirements to ensure they’ll be ready to support providers’ compliance when the new Framework comes into effect. From revising 19 resources to cover new evidence-based care requirements, to updating our safeguarding resources in light of SIRS changes, to releasing a new policy template on Personal Property, and using Aged Care Quality and Safety Commission Clinical Alerts to guide the development of a new Extreme Heat policy template, we’ve been working to ensure we’re ready to support your organisation.  We’ve also just recently updated and added to our Medication Management resources.

Disability

The findings and themes of the Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability have continued to inform changes in the disability sector (and beyond) throughout 2024. Following on from our work in 2023 to revise and update our safeguarding resources to reflect the recommendations of the Disability Royal Commission, this year we worked to create new resources and review our existing resources to reflect other recommendations. Some highlights include our new Policy: Human Rights and Policy: Disability Access and Inclusion. 

We also updated our NDIS Code of Conduct self-assessment to reflect changes to the legislation, and built a new self-assessment designed for Disability Employment Service (DES) providers to help them comply with the DES Quality Framework. 

More recently, we published a blog post on the NDIS regulatory reforms and some of the changes in the Disability sector, summarising the themes of focus, the changes already made and expectations for changes yet to come. 

We will be closely monitoring the release of the consultation draft of the new NDIS Practice Standards and Rules in early 2025.

Healthcare

This year we’ve had an increased focus on building self-assessments under the National Safety and Quality Health Service (NSQHS) Standards umbrella. We worked in collaboration with some of our members to develop self-assessments for three of the Clinical Care Standards, to help healthcare providers meet their NSQHS obligations when delivering specific care supports in the following areas: 

  • Antimicrobial Stewardship; 
  • Delirium; and 
  • Psychotropic Medicines in Cognitive Disability or Impairment. 

Following their launch in late 2023, we also released new self-assessments this year for the National Consensus Statement for End-of-Life Care and National Safety and Quality Cosmetic Surgery Standards. 

State and Territory Self-assessments

The States and Territories have also been busy in 2024. Updates to major social services standards in Victoria (Victorian Social Services Standards replacing the Human Services Standards) and Queensland (Human Services Quality Standards) have resulted in changes to our self-assessments, while we’ve also been building self-assessments for more specialised state and territory Standards, such as the: 

  • ACT Children and Young People (Care and Protection Organisation) Standards, 
  • NSW Point to Point Safety Audit Tool, and the  
  • SA Injury Management Standards for Self-Insured Employers.  

Many of our specialised state and territory self-assessments have been built in consultation with, or following requests from, our members, directly supporting their compliance. If there’s a self-assessment for a particular set of Standards you’d like to see in SPP, let us know! 

A key area of focus for the States and Territories this year has been child safety and protection, with both Tasmania and Queensland introducing their Child Safe Standards to join the National Principles for Child Safe Organisations, and the Victorian and New South Wales Child Safe Standards in the platform. We’ve built self-assessments for all of those jurisdictions, and will be watching closely for the release of child safe standards in other jurisdictions in the year to come! 

Workplace Reforms

Another priority this year relates to working conditions for staff. Updates to the Fair Work Act 2009 have changed the way organisations assess a person’s status as a contractor or casual employee, and work to protect work-life balance through new right to disconnect provisions. We’ve updated our Policy: Contractor Management in response to these changes, and will be working on resources about the right to disconnect in the new year. 

In addition, we’ve continued work on expanding and improving our suite of Workplace Health and Safety resources, including a new Manual Handling Policy, reviewed Whistleblower Management resources for added requirements in the new Aged Care Act 2024, and a helpful spotlight on workplace safety covering key areas in WHS. 

Extra Features in SPP

We also made some exciting changes to the SPP platform during the year. In addition to our Board Governance Toolkit which launched late last year, we’ve now added an in-platform Risk Register tool, with an integrated Heat Map, to help providers manage risks across their organisation. 

We’ve also made improvements to our document search system, allowing members to search for resources in the Reading Room that match particular Standards, and in many cases individual requirements within those Standards, to streamline the search process and help providers match resources that are going to be of most assistance to the requirements they need to meet. 

Looking Forward to 2025

2024 was a busy year in the community and health services sector, and 2025 is already shaping up to be the same. Major legislative developments in both the Disability and Aged Care sectors have recently passed, heralding significant changes to these areas in the new year- and we will be here to help you navigate all the changes you need to know about in 2025.  

We’ll be taking some time to celebrate the holidays and the New Year, so our last day in the office for the year will be Friday, December 20 and we’ll be back on Monday, January 6, but if you need urgent assistance over that time, we’ll still be monitoring our inbox and we’ll get back to you as soon as we can! 

All of our best wishes over the holiday season!

Supported Decision-making and Dignity of Risk

Posted on by Tanya Haywood

In our blog post ‘DRC: Supported Decision-Making,’ last November, we explored the evolving landscape of Supported Decision-Making (SDM) within Australia’s disability sector.

SDM was a central theme in the Disability Royal Commission (DRC) findings, particularly in Volume 6, which underscored the vital need to empower people with disabilities to make their own decisions. Public Hearing 32 further emphasised the crucial role of service providers in safeguarding the autonomy and rights of people with disabilities, positioning SDM as a fundamental practice for protecting individual freedoms and ensuring people have the agency to make choices about their lives.

A year on, we are revisiting the topic to reflect on the considerable progress that has been made and the growing attention it has received in a number of jurisdictions, including:  

  • the National Disability Insurance Scheme (NDIS),  
  • the Aged Care sector,
  • the Australian Commission on Quality and Safety in Health Care, and
  • the Victorian social services sector. 

NDIS

The National Disability Insurance Agency has incorporated SDM principles into its guidelines and information sheets, providing essential support to assist providers in empowering participants to make their own decisions.  

This includes ensuring that providers are aware of how to offer people with disability a range of options to express their preferences, provide assistance in understanding and weighing choices, and ensure that their decisions are respected. 

Aged Care

It is also important to consider the increased emphasis on SDM within the Australian Aged Care sector, particularly following the recommendations from the Royal Commission into Aged Care Quality and Safety. One of the significant changes in this area is in the Strengthened Aged Care Quality Standards, which will come into effect in July 2025, and which place a stronger focus on empowering older Australians to make decisions about their care, in line with the principles of SDM. 

Standard 1, The Person, is especially relevant, as it focuses on concepts such as dignity and respect, older person individuality and diversity, independence, choice and control, culturally safe care, and dignity of risk. In doing so it requires providers to support older people to make informed decisions about their care and daily lives.  

This includes actively involving individuals in decisions regarding their care preferences, ensuring that they have access to the information and resources needed to make those decisions.

Healthcare

The Australian Commission on Quality and Safety in Health Care has embedded SDM into its quality standards, with a strong emphasis on safeguarding the rights of people with disability.  

A key document that reinforces this commitment is the NSQHS Standards User Guide for the Health Care of People with Intellectual Disability. This guide highlights the importance of respecting the autonomy of individuals by facilitating supported decision-making in healthcare settings. It aligns with Standard 2: Partnering with Consumers of the National Safety and Quality Health Service (NSQHS) Standards, which stresses the need for healthcare providers to involve patients in decisions about their care. Service providers should ensure that they adopt SDM principles as part of person-centred care, ensuring individuals with intellectual disabilities have a voice in their treatment options, and that their choices are respected throughout their healthcare journey. 

Victorian Social Services

An example of the broader adoption of the principle of SDM across other sectors is its inclusion within the new Victorian Social Services Standards, which came into effect in July 2024.  

These standards apply to a wide range of Victorian social services providers, including child protection, family violence, homelessness, out-of-home care, and sexual assault services. Within the standards, significant emphasis is placed on promoting the autonomy and independence of service users, particularly in Standard 2, ‘Service User Agency and Dignity’. The standards encourage service providers to develop practices that cultivate a culture of respect, ensuring individuals have a meaningful voice in the decisions that affect their lives. 

Looking Ahead: Continuing Progress

At BNG, we are committed to supporting service providers to further embrace SDM practices and dignity of risk. We’ve recently reviewed our resources related to supported decision-making including:  

  • Info: Supported Decision-Making (Easy English)  
  • Policy: Supported Decision-Making and Dignity of Risk  
  • Policy: Supported Decision-Making and Dignity of Risk (NDIS)  

We hope that by continuing to share resources, insights, and examples of best practice, we can contribute to the ongoing effort to ensure that all Australians can make their own decisions and lead lives that reflect their values and aspirations.  review

Ready to get started?

Sign up to SPP and let us support your organisation’s Supported Decision-Making processes!

Sign Up Now

Considering Climate Change: What your organisation needs to know

Posted on by Tanya Haywood

The growing threat posed by climate change and its related hazards has become a pressing concern across all sectors of society. As the impacts of climate change become more pronounced, many organisations are urgently exploring strategies to both mitigate its effects and adapt to emerging risks.

ISO

Increasingly, the consideration of climate change impacts will also be added into service standards.  A clear example is that earlier this year, the International Organisation for Standardisation (ISO) published a climate change amendment that applies to all ISO management system standards. While climate change may not be relevant to all ISO standards, this modification ensures that every organisation following ISO considers it in their analysis and includes it in the design and implementation of their management systems if applicable.

The Australian Sector

Australian NGOs and community and health organisations are also increasingly recognising the necessity of integrating climate considerations into their core strategies. By proactively addressing climate risks, organisations can enhance their resilience and effectiveness, ensuring they continue to serve their communities amidst the challenges posed by climate change.

In line with this perspective, the Australian Commission on Safety and Quality in Healthcare has recently introduced a draft Environmental Sustainability and Climate Resilience Healthcare Module. This module features five questions intended to guide health services in integrating climate resilience and environmental sustainability into their leadership, governance, strategy, and culture of care. By adopting this framework, health services can enhance the safety and quality of care they provide while simultaneously addressing the health impacts of climate change and the sector’s role in contributing to it.

Guidance for Boards

ANSVAR,  a leading specialist provider of insurance and risk management solutions for the care and community services sector, has recently released ‘Governing Climate Risk’: A Guide for Boards and Senior Managers’. This is an informative document designed to assist organisations in ensuring a well-rounded consideration of climate change. The Guide encourages organisation leaders to ask themselves several questions to drive climate change action and accountability:

  • What are the foreseeable changes in our operating environment?
  • How would they affect the things that matter to us?
  • What can we do to adapt and prepare?
  • Will we be able to recover?
  • What are our obligations?
  • How can we reduce emissions?

By reflecting on these questions, organisations can embed climate risk management into their everyday operations, ensuring that addressing climate-related challenges becomes a normal part of their strategic planning and decision-making processes.

ANSVAR also provides insight into actions that can assist organisations to adapt to climate change and reduce emissions. These actions include:

  • Assessing risks and opportunities;
  • Identifying what needs to change;
  • Developing a climate action plan; and
  • Updating governance and reporting.

ANSVAR’s guide is a very helpful resource that prompts leaders to ask essential questions that can lead to actionable insights and robust climate strategies. This will help organisations to mitigate their environmental impact, and also enhance their resilience in an unpredictable future.

The escalating threat of climate change requires a collective response from all sectors, including NGOs and community health organisations. The recent amendments by ISO and the initiatives launched by the Australian Commission on Safety and Quality underscore the critical need for organisations to integrate climate considerations into their strategic frameworks.

Let's get started.

Sign up to SPP to keep up to date with all the latest Standards requirements and best practice for your organisation to manage climate change.

Sign Up Now

Spotlight on workplace safety 

Posted on by Tanya Haywood

Ensuring a high level of physical, mental, and social well-being in the workplace is crucial for fostering a safe and productive environment. We have an extensive range of resources available in SPP’s Reading Room to help organisations implement safe work practices and comply with relevant legislation, including the Work Health and Safety Act 2011 and applicable state or territory legislation. 

SPP’s Reading Room houses a wealth of materials on critical workplace safety topics, including policy templates and information sheets. Here are some key areas covered: 

Whistleblower Protection:

Whistleblowing is a powerful tool for combatting fraud and misconduct, promoting transparency and integrity within organisations. We have a number of resources to help organisations develop and maintain a robust Whistleblower policy. Notably, a Whistleblower policy will soon become a mandatory requirement under the Strengthened Aged Care Quality Standards, making it crucial for organisations to stay ahead of this regulatory change. 

SPP resources:  

  • Info Sheet: Whistleblower Protection 
  • Policy: Whistleblower Protection (Public Companies) 
  • Policy: Whistleblower Protection (Small Organisations) 

Psychosocial Safety Risks:

Under the Work Health and Safety Act 2011, employers have a duty to ensure the health and safety of their workers where “reasonably practicable”, as managing psychosocial safety risks is essential for maintaining a safe and supportive work environment. It’s important that organisations implement strategies to protect their employees’ psychological health and enhance overall workplace safety. 

SPP resources:  

  • Info Sheet: Psychological Safety in the Workplace 
  • Policy: Psychological Safety for Staff 

For a more detailed overview, you might like to take a look at our earlier blog post “Psychosocial hazards and psychological safety in the workplace”. 

Domestic and Family Violence:

According to the Australian Institute of Health and Welfare, 1 in 4 women and 1 in 14 men have experienced family or domestic violence in the past four years. It is vital for organisations to provide training and support for employees affected by domestic violence, ensuring they are not discriminated against. Our resources offer guidance on how to support staff effectively and create a safe workplace. 

SPP resources: 

  • Info sheet: Domestic and Family Violence Workplace Strategy 
  • Policy: Domestic and Family Violence 

Drug, Alcohol, and Smoking Policies:

Misuse of drugs and alcohol in the workplace can pose significant safety risks and may involve sensitive personal issues. Effective policies and procedures are essential for managing these risks with care and confidentiality. SPP’s Reading Room includes templates and information to help organisations develop policies that address drug, alcohol, and smoking-related issues and improve workplace safety.

SPP resources:  

  • Policy: Alcohol, Drugs and Smoking in the Workplace 
  • Info: Drug and Alcohol Testing in the Workplace 

Manual Handling:

Manual handling involves tasks that require lifting, lowering, pushing, pulling, carrying, or restraining objects or people. These activities are common across various workplaces and are a major cause of musculoskeletal disorders (MSDs). While not all manual handling activities are unsafe, it’s vital to assess and manage the risks associated with it effectively. Our detailed policy brief offers guidance for employers on how to evaluate, manage, and respond to manual handling risks and perform these tasks in the safest possible way. 

SPP resource: 

  • Policy: Manual Handling 

The above resources are just a few examples of the diverse collection of information sheets and policies that are available in SPP’s Reading Room, all aimed at helping organisations create safe, secure, and compliant workplaces.

SPP has additional resources covering other worker-safety topics such as: 

  • Policy: Managing Violence and Aggression 
  • Policy: Remote or Isolated Workers 
  • Policy: Workplace Surveillance 
  • Policy: Grievances and Disputes 
  • Policy: Working From Home 

And the list goes on!  

By exploring these materials, you’ll stay informed about the latest policies and best practices in workplace safety. 

To access all of these resources and more, visit SPP’s Reading Room and use the topic filter > Safe Environment > Safety Systems to bring up our suite of workplace safety resources, or if you’re after a specific topic, use the search function to narrow your search to specific topics like “manual handling.”  

For any queries, please contact us at team@bngonline.com.au or call 02 9569 1704. 

Stay proactive in safeguarding your workplace and ensuring the well-being of all your staff! 

Looking for workplace safety resources?

Sign up to SPP to access all of the resources mentioned plus many more!

Sign Up Now