Disability Advocacy Standards, KPIs and Examples of Evidence 2012 Standard Key Performance Indicator Examples of Evidence Standard 1: Accessing advocacy Each person with disability has opportunities to access advocacy on the basis of relative need and available resources. The advocacy agency adopts, applies and promotes policies in respect of age, gender, race, culture, religion, disability or living arrangements, consistent with the contractual obligations and purpose of the agency and the relative need and available resources. 1.2 The advocacy agency has processes to determine how the individuals or issues supported are chosen and prioritised based on relative need and available resources. 1.3 Each person with disability is informed about how decisions are made in relation to access and advocacy issues. All agencies Purpose statement that makes it clear who the agency works with to promote, protect and defend the welfare of and justice for people with disability. Evidence of staff participation in anti-discrimination and cultural awareness training and/or evidence of links with relevant specialist agencies as appropriate, such as MOUs or participation in joint projects with multicultural or indigenous advocacy agencies. Evidence that the organisation is aware of demographic information/ABS statistics and match of this to the profile of people with disability who receive advocacy support. Documented and implemented non-discriminatory practices and policies for identifying and/or responding to requests for information, referral and/or advocacy support. Agencies undertaking individual advocacy/ legal advocacy Documented and implemented entry and exit policies and procedures highlighting non-discriminatory practice, which may include ongoing access for people with disability who receive advocacy support after their issue/case is closed. Agencies undertaking systemic advocacy Documented and implemented practices and/or policies for deciding and communicating which systemic issues the agency will work on. Documented and implemented practices and policies showing how people with disabilities influence/contribute to the prioritising processes that determine which issues receive attention. Agencies undertaking citizen advocacy Annual protégé recruitment plan that reflects diversity and level of vulnerability of people with disability. Consistent practice of “seek-out” recruitment of people with a disability who need advocacy, but who would not ordinarily come to the attention of the agency if it relied solely on (self- or other-initiated) referrals. Established Advisory Support Group (e.g. Sub-Committee), which can assist in the implementation of the appropriate Protégé entry and exit policies and procedures. discriminatory
Disability Advocacy Standards, KPIs and Examples of Evidence 2012 Standard KPI Examples of Evidence Standard 9: Staff, recruitment, employment and training Each person who has an employment or volunteer relationship with the advocacy agency has appropriate skills and competencies. 9.1 The advocacy agency ensures that its staff have relevant skills and competencies. 9.2 The advocacy agency provides opportunities for the appropriate and continuing training and skills development for each staff member. All agencies Current list of all people who have an employment relationship with the advocacy agency. Position descriptions of all paid and unpaid staff that describe skills and competencies needed for their role. Documented and implemented practices and policies for recruitment & induction that ensure paid and unpaid staff have the necessary skills and competencies for their position, including relevant qualification (where appropriate). Staff appraisals conducted at least annually. Training and development plans for all staff. Agencies undertaking citizen advocacy Independent evaluations of practices for developing the capacity of citizen advocates to assist people with disability meet their advocacy objectives. Regular opportunities for the staff and board of management to avail themselves of Citizen Advocacy-related training, including participation in the independent evaluation of other Citizen Advocacy agencies, as a means to enhance conceptual and practical knowledge.
HIGH MEDIUM LOW Risk of Suicide No Income No Food Homeless Abusive Situation Living in Segregated Setting (Nursing Home/ Hospital/ Institution/ Supported Accommodation) Indigenous or CALD Risk of Institutionalisation No Natural Support System (Family, Friends) Impaired capacity/ Decision making Difficulties (may have or need Adult Guardian/ Public Trustee) Communication Difficulties (Sensory/ Cogitative/ Speech Impairment) Rural and Remote Mobility Impairment Aging or Young Carers Justice/ Health order (treatment order, parole/ probation) Requiring Personal Support (lack of support/ funding) Poor Literacy and Numeracy No Valid Activities/ Lifestyle (Social/ Recreational/ vocational) Unemployed & looking for work Poor Social Setting (Live in Caravan Park / Boarding house)
5.1 Sample policies and procedures Sample Policy: Participation and Integration Our advocacy agency will: Educate staff regarding: The importance of ending the discrimination, segregation and neglect of people with disability in the community The importance of participation by people with disability in regular activities in the community Encourage staff, volunteers and advocates to develop links between our agency and people and groups that will benefit people with disability Where possible and appropriate, participate in community education or activities to promote greater understanding and awareness of disabilities. To enable effective integration and participation, our agency will maintain and develop relationships with the local community, as well as coordinating with other agencies to be an effective community partner. Where people with disability are the consumers of the agency, our agency will: Provide information about resources, activities and opportunities for consumer participation and inclusion in local community events/ activities. Information will be filed and updated regularly, and made available for consumers’ use Provide consumers with information about general community facilities and services and how to use them Support people with disability to form and maintain a variety of appropriate ties, connections and involvements in the community. Systemic change policy Where the agency does not undertake systemic advocacy, our agency will: Document the issues consumers of our agency identify Identify trends and any ongoing systemic issues Refer any systemic issues to a systemic advocacy agency and ensure follow up with the agency. Where the agency undertakes systemic advocacy, our agency will: Where possible, consult with people with disability about the systemic actions that should be pursued. Where this is not possible, for example, in reactive cases, inform people with disability about the actions being pursued Follow up systemic issues referred by other advocacy agencies. Sample Policy – Participation and Integration Gippsland Disability Advocacy Incorporated recognises the valuable contribution people with disability can make to the communities in which they live.
The Policy Manual, including the Participation and Integration Policy, is available to all consumers and potential consumers in a suitable format. Review of policy The Participation and Integration Policy will be reviewed at least every 12 months, more often if necessary. This policy will be reviewed by staff, members of the Committee of Management and consumers, in General Meetings or Special General Meetings or consultation by mail or telephone. Standard 6: Valued status 6.1 Sample policies and procedures Sample policy: Valued status Our advocacy agency will: Support people with disability to obtain the same rights as other citizens through the advocacy process (whether on a collective or individual basis) Operate from a physical environment which encourages participation of people with disability and their family members/ carers (fully accessible premises in local community areas) Ensure that venues for meetings, conferences, workshops, etc. are accessible Involve people with disability in the management, planning or operations of our agency, where possible and appropriate Identify and respond to the needs and ideas for developing sustainable connections and networks in the community, which will support people with disability’s valued status Work with the community and in the community to foster opportunities for people with disability to participate in ways which will be valued. Where people with disability are the consumers of the advocacy agency, our agency will: Provide consumers with real opportunities to maintain and develop skills and capacities which will support their aspirations and strengths Be responsive to the individual needs of people with disability wishing to develop and maintain valued roles in the community Support each person with disability to have the opportunity to develop and maintain skills, capacities and lifestyles that are valued in the community Where possible and appropriate, support consumers to participate as agency members at conferences and brief them about the purpose of the meeting and their role as a participant.
Internal Audit Worksheets Standard: KPI: What are our planned actions for meeting the requirements of this KPI? Policies, procedures and management systems What improvements have we tried or made in the past 12 months? Things tried or done in the past 12 months Key learning/insights What are our claims about our current performance in this area? Strengths (what we do well) Weaknesses (areas to improve)
Disability agency contacts – multicultural Agency Contact details . NEDA is the national consumer peak for people from a NESB with disability, their families and carers. PO Box 9381 Harris Park NSW 2150 Phone: (02) 9687 8933 Fax: (02) 9635 5355 Email: office@neda.org.au ACT . ACTMC is the ACT state member of the NEDA network. The ACTMC provides a source of advocacy and representation for migrants of English speaking cultures, including those with disabilities. Post: PO Box 394 Civic Square ACT 2608 Phone: (02) 6249 8994 Fax: (02) 6248 6767 Email: actmc@bigpond.com.au NSW MDAA is the NSW state member of the NEDA network. MDAA provides individual and systemic advocacy supports to people from a NESB with disability, their families and carers. Post: PO Box 884 Granville NSW 2142 Phone: (02) 9891 6400 Fax: (02) 9635 5355 TTY: (02) 9687 6325 Toll Free: 1800 629 072 Email: mdaa@mdaa.org.au NT . MCSCA is the NT member of the NEDA network. Post: PO Box 1160 Alice Springs NT 0871 Phone: (08) 8952 8776 Fax: (08) 8952 5176 Email: mcsca@alicesprings.net.au Qld . AMPARO Advocacy Inc is the QLD state member of the NEDA network. Post: 9 Chippendall Street Milton QLD 4064 SA . MALSSA is the SA state member of the NEDA network. Post: PO Box 23 Findon SA 5023 Phone: (08) 8351 9500 Fax: (08) 8152 0396 Email: malssaadmin@malssa.org.au
Standard 8: Agency management Each advocacy agency adopts quality management systems and practices that optimise the effectiveness of advocacy for each person with disability and facilitates continuous improvement. 8.1 The advocacy agency has clearly stated aims and objectives that communicate to each person with disability and other relevant stakeholders the scope and limitations of the advocacy agency. 8.2 The advocacy agency has governance and management systems in place that facilitate quality management practices and continuous improvement. 8.3 The advocacy agency operates independently and is structured in such a way that it is as free as possible from conflicts with other service provision and the interests of each person with disability. All agencies Documented agency aims and objectives. Documented and implemented practices and policies for promotion and communication of agency aims and objectives with people with disability who receive advocacy support and stakeholders. Reviews of agency management systems involving service users (eg. people with disability who receive advocacy support, family members, citizen advocates) – including documented annual self assessments and continuous improvement plans. Clear governance arrangements. Documented and implemented policies and practices for performance and risk management are undertaken. Documented policy on agency independence. Agency management and staff can provide practical examples of how they operate to ensure they are as free as possible from things that conflict with the best interests of people with disability. Policies and procedures include referral to another agency if required to prevent a conflict of interest. Evidence of the involvement of people with disability in the agency’s quality assurance activities. Minutes of management committee meetings. Documented roles and responsibilities of management committee office bearers. Standard 9: Staff, recruitment, employment and training Each person who has an employment or volunteer relationship with the advocacy agency has appropriate skills and competencies. 9.1 The advocacy agency ensures that its staff have relevant skills and competencies. 9.2 The advocacy agency provides opportunities for the appropriate and continuing training and skills development for each staff member. All agencies Current list of all people who have an employment relationship with the advocacy agency. Position descriptions of all paid and unpaid staff that describe skills and competencies needed for their role. Documented and implemented practices and policies for recruitment & induction that ensure paid and unpaid staff have the necessary skills and competencies for their position, including relevant qualification (where appropriate). Staff appraisals conducted at least annually. Training and development plans for all staff. Agencies undertaking citizen advocacy Independent evaluations of practices for developing the capacity of citizen advocates to assist people with disability meet their advocacy objectives.
Regular opportunities for the staff and board of management to avail themselves of Citizen Advocacy-related training, including participation in the independent evaluation of other Citizen Advocacy agencies, as a means to enhance conceptual and practical knowledge. Standard 10: Protection of human rights and freedom from abuse The advocacy agency acts to prevent abuse and neglect and to uphold the legal and human rights of each person with disability. 10.1 The advocacy agency takes all practical and appropriate steps to prevent abuse, neglect and discrimination of each person with disability. 10.2 The advocacy agency upholds and promotes the legal and human rights of each person with disability. All agencies Staff knowledge and skills in recognising and reporting criminal activities, abuse and neglect. Evidence of staff knowledge/learning about human and legal rights. Agency management and staff can provide practical examples of how they act to prevent abuse and neglect – (eg an outreach program which seeks out people with disability who are abused or neglected and who would not normally come to the attention of other agencies; community education to raise awareness about abuse of people with disabilities and strategies to prevent and respond to it, etc). Documented and implemented policies and procedures around responding to/reporting in situations of abuse and neglect. Examples could include a flow chart on who to notify and/or stages of reporting sequence/steps. Documented and implemented policies and procedures reflect prevention of abuse that could occur internal to the agency and external to the agency. Evidence of advocacy agency activities to promote and uphold the legal and human rights of people with disabilities on either an individual or systemic basis. Agencies undertaking citizen advocacy Practice of recruiting advocates for people with a disability who are isolated and otherwise vulnerable, in order to ensure their protection of human rights and freedom from abuse, consistent with the mission of Citizen Advocacy. Content and practice of orientating advocates to their role in ensuring the protection of the human rights, and prevention from abuse, of peoples with a disability. Practice of supporting advocates in their role of ensuring the protection of the human rights, and prevention from abuse, of people with a disability.