Frequently Asked Questions
When do I complete an incident report?
You must complete an incident report any time something happens that affects the safety, wellbeing, or usual support of a client or worker. This includes: Injuries to you or the client Medical events or emergencies Aggression, threats, or unsafe behaviour Damage to property Missing clients or absconding Any situation where you felt unsafe Medication errors…
What should I wear to work?
Please dress in a way that is safe, professional, and comfortable for support work. Closed work shoes are required (rubber soles preferred to prevent slips). Wear comfortable, practical clothing that allows you to work safely. Please refrain from using strong perfumes or products due to client sensitivity. Always wear your ID badge while on shift….
What should I do if someone becomes aggressive or threatening?
Stay calm and de-escalate the situation if possible. Leave the environment immediately if you feel unsafe. If there is immediate danger: call 000. Once safe, contact the office to report the incident. Complete an incident report with factual details. You will not be penalised for leaving due to safety concerns.
What if the client refuses support?
If a client does not wish for you to assist, please return to your vehicle and call our office on 0422 867 111. Please stand by until you are cleared to leave the premises.
What if I’m running late?
If you are running more than 10 minutes late to a service, please call our office on 0422 867 111 so that we can notify the client, and adjust your schedule accordingly.
What if I turn up to a shift and realise I know the client or someone in the home?
Continue the shift only if you feel comfortable and there is no conflict of interest. If the relationship could impact care, call the office discreetly to report it. The shift may be reassigned to another worker if needed.
What if I need to cancel a shift (sick, emergency, etc.)?
Please notify the Aquamarine office as soon as possible. If your shift is in the next 24 hours, please call us on 0422 867 111. Otherwise, please send an email to office@aquamarinecare.com.au.
What if I feel unsafe at a shift?
Stay calm and de-escalate the situation if possible. Leave the environment immediately if you feel unsafe. If there is immediate danger: call 000. Once safe, contact the office to report the incident. Complete an incident report with factual details. You will not be penalised for leaving a service due to safety concerns.
What if a client goes missing / absconds?
If a client leaves unexpectedly, wanders off, or cannot be located: Check the immediate surroundings (inside the home, yard, usual areas, close by shop if you are in a shopping center, contact center management). Do not leave other vulnerable people unattended while searching. If you believe the client is at risk or cannot be found…
What if a client asks me to do something that is unsafe?
You must not complete tasks that are unsafe, inappropriate, or outside the client’s approved support plan (example administrating medication). Politely explain that you need to follow the client’s support plan and organisational policies. If the client insists or becomes upset, contact the office for guidance. Document the request in your shift notes. If the request…