Governance and policies
Radiance Model of Care – Co-design
We would love you to take a moment to share your thoughts on our Model of Care.
Your feedback helps us improve our services and ensure they remain safe, inclusive, accessible and responsive to the needs of families, communities, volunteers, staff and partner organisations.
Radiance values the voices and lived experience of:
- Consumers/clients
- Families and carers
- Volunteers and peer workers
- Staff
- Referrers and partner organisations
- Community members
Feedback is anonymous (unless you give us your details) and will be used to support continuous improvement, co-design activities and compliance with industry standards.
Accessibility
If you are struggling to read our Model of Care, please use any of the services below or use the Assistant in the bottom right hand corner of our website (a small person in a purple circle) or get in touch with us.
There are several online services which will read the PDF aloud for you, such as ReadLoudly.
National Relay Service
If you are deaf, or have a hearing or speech impairment, contact us through the National Relay Service.
Website: www.relayservice.gov.au
Phone help desk: 1800 555 660
- TTY users phone 133 677 then ask for 08 9222 4222
- Speak and Listen users phone 1300 555 727 then ask for 08 9222 4222
- Internet relay users connect to the NRS then ask for 08 9222 4222.
Translating and Interpreting Service National
Radiance is registered with the Translating and Interpreting Service (TIS). This means we can organise a free interpreter to support you in your preferred language, so you can feel comfortable and understood.
Just let us know what language you need when you contact us.
TIS National is an interpreting service provided by the Department of Home Affairs for people who do not speak English.
Phone: 131 450
Website: www.tisnational.gov.au
Please find below an overview of the Radiance Network South West public policies and guidelines:
- Anti-Discrimination Policy
- Board Conflict of Interest Policy and Procedures
- Charter of Rights and Responsibilities and Inclusivity Statement
- Child Safety Code of Conduct
- Code of Conduct and Ethical Behaviour Policy
- Complaints Management Policy
- Confidentiality Policy
- Confidentiality Policy for Visitors
- Mental Health Policy
- Model of Care Summary
- Peer Support Volunteers Policy
- Prevention and Early Intervention Policy
- Radiance Support Group Guidelines
- Suicide Safety and Escalation Pathway
- Waitlist and Service Access Policy
- Website Listing Agreement
- Working in Isolation Policy
These policies have been endorsed by the Radiance Network South West Board and are reviewed regularly.
The following section comes out of the Radiance Information Technology & Privacy Policy:
21. Privacy and Health Information Management
21.1 Privacy Commitment
Radiance Network South West is committed to protecting the privacy of all clients, staff, volunteers, and Board members. All handling of personal and health information complies with:
- The Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs)
- The Health Records and Information Privacy Act 2002 (WA) (where applicable)
- The National Safety and Quality Mental Health Standards for Community Managed Organisations (NSQMHCMO)
21.2 Client Information Management System
Radiance uses Carepatron as its approved Client Information Management System.
- Carepatron meets Australian health data security and privacy standards, including encryption, secure hosting, and compliance with the Australian Digital Health Agency (ADHA) and APP 11 – Security of Personal Information.
- All client-related data must be entered, accessed, and stored within Carepatron only.
- Staff and volunteers must not export, print, or store client data outside of Carepatron except with the client’s emergency contact and/or referrer and must be done in compliance with data protection requirements.
21.3 Collection and Use of Personal Information
- Personal and health information is collected only when necessary for service delivery, coordination, quality improvement, or compliance with legal and funding obligations. Information must be collected directly from the consumer wherever practicable and used only for its intended purpose.
- Where health information is used for research purposes, clients are notified accordingly and provided with information on how the deidentified information is used.
21.4 Access and Correction
Consumers have the right to request access to or correction of their information. Requests must be submitted to the IT Officer and/or Management for review and action.
21.5 Changes
Should changes be made to this policy, Radiance will make it available at all groups (hardcopy), on our website and social media channels, newsletters.