All Employees should have signed a copy of the policy below.
Attached is the policy for reference.

Gems. Support Co. Client Service Policies, Including Professional Boundaries and Communication Guidelines

Last updated: 01/09/2025

At Gems. Support Co., we are committed to delivering safe, ethical, and high-quality services to every client and family we work with. These Client Service Policies set out our expectations and responsibilities to ensure our services are consistent, person-centred, and aligned with our core values of compassion, inclusion, and professionalism.

1. Client Rights and Responsibilities

All clients and families working with Gems. Support Co. have the right to:

• Be treated with dignity, kindness, and respect.

• Receive services that are safe, inclusive, and culturally sensitive.

• Have their privacy, choices, and communication needs respected

• Participate actively in the planning and delivery of their supports.

• Give feedback or make a complaint without fear of judgment or retaliation.

Clients also have a responsibility to:

• Communicate respectfully with staff.

• Provide relevant and accurate information to help us deliver appropriate supports.

• Let us know if there are changes to their availability, contact details, or support needs.

2. How We Deliver Sessions

Each service we offer (support work, tutoring, and group programs) is delivered with intention and structure. Staff:

• Arrive on time and prepared.

• Follow session plans or care notes where applicable.

• Use clear, client-centred communication.

• Maintain professional conduct and appearance

• Adjust the pace and structure of sessions to meet individual needs.

For NDIS and disability support sessions, support workers also:

• Keep notes of any incidents, concerns or changes in client behaviour

• Check in with the client or their guardian if unsure of anything.

• Work within the participant’s plan goals and support needs.

3. Communication with Clients and Families

• All communication should be professional, clear, and kind.

• Staff must not share their personal social media or phone number unless approved by management.

• Any changes to sessions must be communicated via the appropriate channels (e.g. email, phone, or the agreed contact method).

• Staff should escalate any issues or family concerns to their supervisor as soon as possible.
  

4. Documentation & Reporting

• Staff are expected to complete session notes or reflections promptly after each session when required, using the provided template or system.

• Any concerns, disclosures, or critical incidents must be documented and reported to management immediately.

• Notes must be objective, respectful, and focused on the goals of the session.

5. Complaints and Feedback

Clients and families are encouraged to provide feedback on their experience.
Complaints can be made:

• Verbally, via email, or using our complaints form.

• Directly to management or anonymously, if preferred.

• We are committed to responding promptly, fairly, and without judgment.

6. Privacy and Consent

• We collect only the information needed to safely and effectively support our clients.

• Information is stored securely and shared only with team members who need to know.

• Photos or videos may only be taken with written consent and must not be shared outside approved channels.
  
  Communication Guidelines.

1. General Boundaries

• Avoid dual relationships (e.g. friendships or romantic involvement with clients or families).

• Refrain from adding clients or family members on personal social media.

• Do not accept significant gifts or money from clients. Small tokens (e.g. drawings or thank-you cards) may be accepted but must be disclosed.

• Maintain physical boundaries that are appropriate to the setting and consented to.

2. Communication Expectations

• Use clear, friendly, and professional language in all interactions.

• Communicate session changes or updates through approved contact methods only.

• Avoid discussing personal details or venting about personal matters during sessions.

• Be mindful of tone, especially when using text or written messages.

3. Managing Blurred Boundaries

If a client or family member crosses a boundary (e.g. repeated personal messages or invitations), staff should:

• Respond respectfully and reinforce boundaries.

• Inform management for guidance and documentation.

If a situation feels uncomfortable, unsafe, or unclear, it must be escalated.

4. Internal Communication

• Treat colleagues with respect, kindness, and professionalism.

• Use shared platforms (e.g. group chats, emails) for work-related matters only.

• Respect each other's time, workload, and emotional wellbeing.