This section covers the practical information, systems and workplace procedures you need to know when working at Every Human.
It explains how we manage participant information, staff resources, rosters and availability, timesheets, transport, workplace expectations, training, and where to find important Every Human policies, procedures and forms.
Astalty - Our Client Management System
Every Human uses Astalty as our Client Management System (CRM) to manage participant information, rosters, service delivery and important records.
As a Support Worker, you will use Astalty as part of your everyday work. You are responsible for checking the information relevant to your shifts and completing required documentation accurately and on time.
Policies, procedures and forms
Every Human's policies, procedures, forms and reporting tools are kept in Astalty, so you can find them wherever you are.
To find them, open Astalty, go to your Profile tab and select Resources.
Resources include:
- Incident Report Forms
- ABC Charts
- Unauthorised Restrictive Practice Forms
- S8 Administration Forms
- Participant Risk Assessments
- Complaint and Feedback Forms
- Conflict of Interest Forms
- Vehicle Accident Forms
- Employee, Participant and Company policies.
Staff are expected to know where to find these resources and to use the current versions in Astalty.
If you are unsure which form, policy or procedure applies to a situation, contact your Area Manager rather than guessing.
Important: You are not expected to remember every policy or procedure, but you are expected to know where to find them and to ask for guidance when you are unsure.
Before each shift
Check your roster and any participant information you are required to know before commencing the shift.
Do not rely only on what you remember from previous shifts. A participant's needs, instructions or circumstances may have changed.
If information is missing, unclear or appears incorrect, contact Every Human for clarification.
During and after your shift
Complete all required records accurately and within the required timeframe.
Shift Notes must reflect the support that was actually provided and include relevant observations, changes, concerns, refusals, incidents or follow-up required.
Never record something that did not happen, copy another worker's notes, or enter information on behalf of another worker.
The CRM is part of our official service record.
Write professionally, objectively and respectfully. A participant, their representative, another provider, the NDIS Commission or another authorised body may later read what you have documented.
Privacy and confidentiality
Information contained in the CRM is confidential.
Only access participant information that you need for your work.
Do not share participant information, screenshots, documents or photographs outside approved Every Human systems or with people who are not authorised to receive that information.
Keep your login details secure and never allow another person to use your account.
Availability, Rosters and Shift Changes
Every Human allocates participants, shifts and work blocks based on the availability you have provided to us.
Your stated availability is considered your availability to work; you are not required to individually accept each shift.
Consistency is important to the people we support. Wherever possible, we match participants with regular Support Workers so they can build familiarity, trust and consistent routines. We therefore expect staff to maintain reliable and consistent availability.
Changes to your availability
If you need to change your regular availability or know that you will be unavailable for a rostered shift, please provide at least one week's notice wherever possible. This gives us time to arrange a suitable alternative Support Worker and minimise disruption to participants.
If unexpected illness, an emergency or another unavoidable circumstance means you cannot attend a rostered shift, contact your Area Manager directly by telephone as soon as possible.
Do not rely on email or SMS or Chat when advising that you are unable to attend a shift, as these messages may not be seen in time to arrange alternative support.
Do not arrange another worker to cover your shift yourself. Every Human is responsible for participant matching and roster changes.
Changes to rostered shift times
A participant's roster is developed around their needs and agreed supports. Staff must not approach participants or their families to change a shift day or time to suit their own schedule.
If a participant or family member asks you to change a rostered day or time, advise your Area Manager so the request can be discussed and the roster updated appropriately.
If a participant asks to change, shorten or extend a shift while you are working, contact your Area Manager.
You must receive management approval before working additional hours. Additional time that has not been authorised may not be approved for payment.
Never feel that you need to stay beyond a rostered shift simply because a participant or family member asks. Contact management if you are unsure.
Arriving on Shift
Support Workers are expected to arrive on time and ready to commence support at the rostered start time.
If you are unexpectedly delayed, contact your Area Manager as soon as possible so the participant can be advised if required.
When you arrive:
- greet the participant and check in with them about how they are feeling and what they would like or need from their support;
- check for any important information, changes or instructions relevant to the shift;
- follow the participant's individual support plans, routines and preferences; and
- ensure you understand any appointments, activities or priorities planned for that shift.
Do not assume that every shift will be the same simply because you have supported the participant before. Needs, health, circumstances and priorities can change.
If something is unclear, missing or does not appear right — particularly where it may affect the participant's health or safety — resolve the issue before proceeding or contact Every Human for guidance.
Dress and Presentation
Support Workers are expected to present themselves in a clean, neat and professional manner that is appropriate for the work they are undertaking.
Clothing should be comfortable and practical for support work while still maintaining a professional appearance.
When attending shifts:
- clothing must be clean, tidy and provide appropriate coverage;
- footwear should be safe and suitable for the activities being undertaken;
- clothing with offensive, discriminatory, sexual or inappropriate images or wording must not be worn;
- sleepwear, excessively revealing clothing or clothing that is visibly dirty or unsuitable for work is not appropriate;
- personal hygiene should be maintained, including clean clothing and appropriate grooming; and
- consider the participant, environment and activities planned when choosing what to wear.
Support Workers may be accompanying participants to appointments, community activities, workplaces, events or meetings with other professionals. You are representing Every Human while you are working.
There is no expectation that staff wear formal or business clothing. Come dressed to safely do the job, while looking clean, appropriate and professional.
Payroll / Wages
Your individual rate of pay is provided in your Letter of Offer at the commencement of your employment.
If you have a question or concern regarding your pay, please contact the Accounts/Payroll team at accounts@everyhuman.net.au.
Timesheets
Timesheets are processed through Astalty.
Support Workers must sign in and sign out of each shift at the actual time the shift commences and finishes.
If your recorded times are different from the rostered shift times, provide a clear reason in the Timesheet Notes section.
Any additional time worked must be authorised by management. If additional time has not been authorised or there is no explanation for a timesheet discrepancy, the additional time may not be approved.
If you make an error when signing in or out, add an explanation and contact Every Human if assistance is required.
Transport and Driving
Some Every Human supports involve transporting participants in a Support Worker's vehicle, a participant's vehicle or an Every Human vehicle.
Only transport a participant when transport is part of their authorised support and you are authorised to provide it.
When driving during a shift, you must:
- hold a current and appropriate driver's licence;
- ensure any vehicle you are responsible for providing is registered, appropriately insured and roadworthy;
- obey all road rules;
- ensure participants use required seatbelts or other approved vehicle restraints;
- never drive while affected by alcohol, illegal drugs, medication, fatigue or anything else that may impair your ability to drive safely;
- never smoke or vape while transporting a participant;
- comply with mobile phone laws and avoid unnecessary phone use while driving; and
- drive safely and according to the conditions and the participant's needs.
If you have concerns about the safety or roadworthiness of a vehicle you are expected to drive, do not simply proceed. Contact Every Human.
Mileage
Mileage may only be claimed when you use your own vehicle to transport or support a participant as part of an authorised shift.
Where a mileage limit has been approved for a participant or shift, you must remain within that limit.
If circumstances mean you may need to exceed the authorised mileage, contact your Area Manager for approval before exceeding the limit wherever possible.
Ensure mileage is recorded accurately as required by Every Human.
Staff Meals and Personal Expenses
Support Workers are responsible for providing or purchasing their own meals, drinks and personal items while working.
If you accompany a participant to a café, restaurant or other venue during a shift, you are responsible for the cost of your own food and drinks unless Every Human has specifically advised otherwise.
Never use participant funds to purchase your own food, drinks or personal items.
Personal Mobile Phone Use
Your attention should remain with the participant while you are providing support.
Personal mobile phone use should therefore be kept to a minimum during shifts.
Phones may be used when required for work purposes, including accessing Astalty, contacting Every Human, navigation, emergencies or other participant-related activities.
If you need to deal with an urgent personal matter, advise the participant where appropriate and keep the interruption brief.
Do not use a participant's telephone for personal calls except in an emergency and with permission.
Never photograph, record or share information about a participant on your personal device unless this is required for their support and authorised.
Handling Participant Money
Participant money and property must always be handled honestly, carefully and transparently.
Only assist with a participant's money when this is part of their support and consistent with their participant-specific instructions and Every Human's Money Handling Procedure.
When handling participant money:
- count cash with the participant where they are able to participate;
- keep participant money completely separate from your own money;
- never borrow, lend or use participant money for yourself;
- obtain receipts for purchases;
- check the change received;
- retain and record evidence of transactions as required;
- upload required records to Astalty; and
- immediately report any discrepancy, missing money or missing receipt to management.
Where required by Every Human's procedure, photograph the amount provided before the transaction and photograph the receipt and remaining change afterwards.
Never alter, recreate or falsify a receipt or financial record.
If you are unsure about a transaction, stop and contact management before proceeding.
Smoking and Vaping
Support Workers must not smoke or vape while providing direct support, in a participant's home, in Every Human vehicles, or while transporting a participant.
Be mindful that cigarette and vape odours can remain on clothing and in vehicles and may affect participants, particularly people with respiratory conditions or sensitivities.
A participant may choose to smoke or vape. Their choice does not mean the Support Worker should join them.
If you smoke or vape, do so only during an appropriate break or between shifts and away from participants.
Drugs, Alcohol and Fitness for Work
Support Workers must not consume alcohol or illegal drugs while working and must not attend work under their influence.
Alcohol or illegal drugs must not be brought into a participant's home or Every Human workplace by staff.
You must also consider whether prescription or over-the-counter medication, illness, fatigue or any other condition may affect your ability to work or drive safely.
If you believe you may not be fit to safely perform your duties, contact your Area Manager before commencing or continuing work.
Waste Management
Support Workers are responsible for disposing of waste safely and appropriately while providing support.
Workers must:
- dispose of waste in the correct bins provided;
- recycle according to local council requirements where appropriate;
- never dispose of sharps, clinical or pharmaceutical waste in general household waste;
- dispose of sensitive or confidential waste securely;
- follow participant-specific instructions for clinical or contaminated waste; and
- where appropriate, support participants to reuse, recycle, repurpose or donate unwanted items, in accordance with the participant's choices.
If you are unsure how an item should be disposed of, do not guess — contact Every Human for guidance.
Infection Control
All Support Workers are responsible for following safe infection prevention and control practices while providing support.
This includes:
- performing appropriate hand hygiene;
- using PPE when required;
- following standard precautions and any participant-specific infection-control instructions;
- safely handling bodily fluids, contaminated items, dressings, continence products and other potentially infectious material;
- safely disposing of sharps and clinical waste;
- cleaning equipment and surfaces appropriately where this forms part of the support;
- reporting infection-control concerns, exposures or incidents to Every Human
Support Workers must also consider the risk of spreading illness to vulnerable participants. If you are unwell or believe you may have an infectious illness, contact your Area Manager before attending a participant's shift.
Essential Training
Every Human Support Workers are required to complete mandatory training relevant to their role.
Some training is required as part of working for a registered NDIS provider, while other training may be assigned by Every Human based on your role, the participants you support or specific support requirements.
NDIS Worker Orientation Module
All Support Workers must complete the NDIS Worker Orientation Module — Quality, Safety and You within the required timeframe advised during onboarding.
Once completed, provide your certificate of completion to Every Human as required.
NDIS Effective Communication Module
Every Human requires Support Workers to complete the NDIS Supporting Effective Communication Module within the timeframe advised during onboarding.
Once completed, provide your certificate of completion to Every Human as required.
Annual Infection Control Training
Every Human requires Support Workers to complete Infection Prevention and Control training annually.
Staff are responsible for completing their refresher training when requested and providing evidence of completion as required.
Completing training does not replace the need to follow participant-specific plans, procedures and instructions.
Additional and Participant-Specific Training
Every Human may require you to complete additional training depending on your role or the needs of the participants you support.
This may include participant-specific training, medication-related training, manual handling, mealtime support, behaviour support, infection control, high intensity supports or other relevant training.
Do not provide support that requires specific training, competency or authorisation unless you have been appropriately trained and authorised to do so.
If management assigns training to you, you are responsible for completing it within the requested timeframe.
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