This document gives you information about using your support workers. Please read it, or ring us so that we can explain it to you. We are always pleased to talk to you.
If you wish to discuss any aspect of your support, the use of support workers or the working relationship with your support worker, please contact Clear Links Support Ltd.
Always let us know if you change your mobile number, your phone number, your email address or your address. It helps us keep in touch with you.
If the support worker does not attend as agreed, you should contact Clear Links Support Ltd.
If you need to cancel your support or change the time of it, it is your responsibility to contact the support worker and/or Clear Links Support Ltd.
You should try to give as much notice as possible to your support worker or Clear Links Support Ltd if you are likely to miss a session, for example because of illness.
If you are unable to give 24 hours notice or more, we will be required to make a payment of one hour's costs to the support worker allocated to you.
If you do not attend a support session your support worker is advised to contact Clear Links Support Ltd. It is important that we track attendance as funding bodies are likely to withdraw funding if there are missed sessions.
All contact time is paid time. All work for you, with you, and on your behalf, based on the needs assessment, is paid time.
You will be asked to sign a timesheet to confirm the hours worked by your support worker. Please make sure all details are correct. Please do not sign in advance for work which is yet to be carried out.
If you are receiving support in your own home or in a place where few or no other people will be there, we advise you to have a reliable person with you whilst you receive the support.
Guidance to workers from Clear Links states that a co-worker is recommended to accompany the support worker when they are working in the client home or in an isolated location. The co-worker can be organised through Clear Links Support Ltd and will be charged to the client’s DSA allowance.
You should always maintain a professional relationship with the support worker.
Our staff are committed to providing an efficient and professional service.
We will try, whenever possible, to provide a support worker of your choice/preference.
In order to meet your requirements, we need you to:
- complete documents related to your support or your support worker
- provide us with information as quickly as possible
- attend arranged appointments with your support worker or with Clear Links Support Ltd staff
- let us know of any changes to timetable or requirements
- give us reasonable time to make any changes to your support
- contact us if you become aware of any difficulties or issues
The hours of support, based on your needs assessment and funding confirmation, will be agreed to suit both parties. There should be flexibility on both sides.
Support workers working with you more than 4½ consecutive hours must take breaks. A break, even if taken in your company, should not involve attending to any support requirements in any way.
The support worker should not be expected to act as an intermediary for you, or to act on your behalf.
Confidentiality
All discussions between you and the support workers are confidential and information is normally made available to others only with permission.
However circumstances may arise when maintaining confidentiality may not be in your best interests (e.g. where there is a legal obligation, where there is an emergency situation, where there is a clear, significant and specific risk of harm). In such circumstances the support worker will, if appropriate, explain the reasons to you and seek permission to change the confidentiality boundaries. The support worker may obtain advice from Clear Links Support Ltd. Where absolute confidentiality cannot be maintained, Clear Links Support Ltd staff will discuss this with you.
