PREGNANCY AND FAMILY SUPPORT ASSOCIATION
GOLD COAST INCORPORATED

OUR PHILOSOPHY

Pregnancy and Family Support is a community based service agency, established to provide counselling and practical support to pregnant women and families with children under the age of sixteen.
Our aim is to provide a welcoming, non-judgmental, sensitive and caring environment to all clients regardless of age, race, gender, and social status, religious or political beliefs.

PRIVACY & CONFIDENTIALITY

Pregnancy and Family Support will endeavour to protect the privacy of families, staff and volunteers and operate in accordance with relevant legislations and adheres to the Commonwealth Privacy Act 1998.

All private information is kept for seven years and stored in locked filing cabinets and in password protected data files. Some sharing of information is required to enable us to distribute Government provided emergency relief funding, please ask for our policy on this if you require further clarification.

Types of information that will be collected include, name, address, and date of birth, age and gender.  Further information that may be requested includes names and dates of birth of partners and children, name of referrer and other issues related to support required from the agency.

Should collaboration be required between other agencies and/or other professionals, i.e. doctors, psychologists, law enforcement, etc. Pregnancy and Family Support will endeavour to obtain signed client consent unless the limit to confidentiality has been breached.

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Limits to Confidentiality:

It is important for all clients to be aware that there are limits to confidentiality.  If at any stage the staff of Pregnancy and Family support suspect:

• There is a suspicion of child physical and/or psychological abuse

• There is a suspicion of elder adult physical and/or psychological abuse

• The staff suspect you are in present danger of causing harm to yourself

• The staff suspect you are in present danger of causing harm to others

In such cases, the staff of Pregnancy and Family Support maintain the right to seek counsel and/or refer to other appropriate people, agencies or institutions in order to remedy the situation.

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CLIENTS RIGHTS & RESPONSIBILITIES

Clients are the focus of the Agency and their rights are to be acknowledged and promoted at every opportunity. At Pregnancy and Family Support, we believe that clients are to be treated with respect and dignity at all times regardless of age, gender, race, social status, disabilities, religious or cultural beliefs. It is also acknowledged that people have the right to make choices in their own lives and in regard to the service they may receive, and make decisions around accepting referral or advocacy as part of this service.

As a client of Pregnancy and Family Support you have the right to:

• Privacy and Confidentiality

• Cultural, social and physical respect and integrity

• Limit the sharing of information that relates to you

• Ask why information is collected and what it is used for

• Refuse to provide sensitive information about yourself

• View any material that is held about you

• Request changes to information that you believe to be incorrect

• Have any concerns or complaints investigated fairly

• Receive referral if you do not meet the eligibility criteria

• Use an advocate or interpreter to negotiate on your behalf

• Receive outcomes / solutions to any complaint notified in writing

As a client of Pregnancy and Family Support you are responsible for:

• Making and keeping appointments

• Providing proof of up to date and accurate information

• Access the service on a need only basis

• Outcome and result of any decision/s you make

• Provide an advocate or interpreter if required

• Ensure all information has been correctly recorded

• Treating other clients and Staff of Pregnancy and Family Support with respect and dignity

STAFF RIGHTS & RESPONSIBILITIES

Pregnancy and Family Support Association Gold Coast Inc. provides support to clients who are expecting a child and/or have children under the age of sixteen in their care.

Staff of Pregnancy and Family Support have the right to:

• Ask for proof of client identity, i.e. Health Card or Drivers Licence.

• Ask for proof of child residency, i.e. Centrelink Statement or Court Documents.  

• Refuse assistance to clients who do not fit the above criteria.

• At their discretion, limit assistance to frequently presenting clients.

• To be treated with respect and dignity by all clients.

• A safe and secure working environment.

Staff of Pregnancy and Family Support has the responsibility to:

• Treat clients with respect and dignity at all times.

• Provide unbiased and unprejudiced support and assistance.

• Accurately and competently record client information.

• Adhere to providing clients with privacy and confidentiality; ensuring signed consent is sought prior to referral or discussions with other professions or agencies in relation to client support and/or advocacy (unless limits to confidentiality has been breached).

• Report back outcomes and/or solutions to any complaints received.

IT IS IMPORTANT TO NOTE: VIOLENCE, THREATS OR ANY TYPE OF HARRASSMENT WILL NOT BE TOLERATED AT THIS AGENCY; SUCH BEHAVIOUR WILL BE REPORTED IMMEDIATELY TO THE POLICE.

INFORMATION & STORAGE

The information that we collect from you on our intake form includes your personal information. Your personal information is protected by law, including by the Commonwealth Privacy Act 1988, and is securely stored in locked cabinets and password access computer on location.

The client management system that we are using for our Emergency Relief Program is an IT system called the ‘DSS Data Exchange’. This system is hosted by the Australian Government Dept. of Social Services. Your personal information that is stored on the DSS Data Exchange will only be disclosed for the purposes of managing your case.

The Department de-identifies and aggregates data in the DSS Data Exchange to produce information for policy development, grants programme administration, and research and evaluation purposes. This includes producing reports for sharing with service providers. This information will not include information that identifies you, or information that can be used to re-identify you, in any way.

You can find more information about the way the Department will manage your personal information in the Department’s APP privacy policy, which is published on its website. This policy contains information about how you may access the personal information about you that is stored on the DSS Data Exchange and seek correction of that information. This policy also includes information about how you may complain about a breach of the Australian Privacy Principles by the Department, and how the Department will deal with your complaint.

PLEASE NOTE:

• If willing, you may be contacted to participate in client research.

• Any research conducted will be approved by a recognised ethics committee.

• DSS and service providers are committed to clear and simple communication to help you understand the reasons why client research, such as surveys, are important and what it would mean to participate.

• You will not be obliged to participate in this research.

PROVISION OF BABY ITEMS

The baby items provided at Pregnancy & Family Support are primarily donated by the community.

All baby goods are provided free of charge and it is the responsibility of the recipients to ensure all items are safe, in good working order and appropriate for your child’s age and/or developmental stage.

Items do not have to be returned to Pregnancy & Family Support, you are however welcome to re-donate them should you choose to do so. Please ensure that you thoroughly wash and correctly disinfect all items received from this agency prior to use to protect your child from potential contaminants.

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If you have any questions or concerns, please do not hesitate to ask a staff member.

COMPLAINTS PROCEEDURES

Any concerns or complaints regarding service provided at this Agency should be forwarded in writing to the Coordinator.
Should your complaint not be resolved adequately or if your complaint is related to the Coordinator, you may send a letter directly to the President of the Management Committee and address it to PO Box 221, Burleigh Heads QLD 4220.
Alternatively, you can contact The Department of Communities, Child Safety & Disabilities and submit a formal complaint with them by phoning 13 74 68 or the QLD Ombudsman on 1800 068 908.