Effective from January 2026

Approved by: Chief Executive Officer

At a Glance

As a provider of community-based services, we may at times arrive at a home to provide a service. If the participant is not at home, we want to do our best to ensure they are safe.

Scope

This Policy states Thrive Group Australia’s expectations when a worker arrives at the scheduled time to provide services and the worker is not home.

Objective

To provide clear guidance in response to arriving to provide a service to a participant and they are not home.

Policy Statements

• When the participant is not home the worker should:
  • try to contact the participant directly via mobile/preferred phone number
  • contact the next of kin or Authorised Representative to determine the whereabouts of the participant and establish if services are to be provided
  • wait for 15 minutes at the home for the participant to return/to establish the participants whereabouts
  • notify the Care Team
  • check-in and check-out to record the time spent waiting for the participant
  • record an explanatory note in MYP, and
  • leave a message for the participant at their home.
• The Care Team must:
  • continue to contact the participant and family to confirm the participants safety/reschedule service
  • notify the authorised representative or next of kin if there is ongoing concern for the participant and no contact has been established
  • ensure the participant is charged and the worker is paid in accordance with the Terms and Conditions regarding cancellation of services without notice
  • amend the Individual Support Plan as required to ensure an effective visit schedule and service
  • if there is ongoing concern contact the police,
  • if necessary, suspend further services, and
  • Notify the worker of the outcome and any changes to the service.

References and Related Documents

Thrive Group Australia

• N/A

External

• NDIS