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Policy Documents

4.1 Emergency Relief Specific Procedures  

- Procedure: Privacy Notice CSS - Emergency Relief delivery
- Procedure: Conflict of Interest Procedure
- Procedure: Emergency Relief Assistance to Employees and Volunteers

Procedure: Privacy Notice CSS - Emergency Relief delivery

Purpose

The Salvation Army is committed to ensuring that clients accessing services within its Community Support Services (CSS) are fully informed of the Privacy Principles in place within The Salvation Army and are aware of how these Privacy Principles apply to the personal and/or sensitive  information they may provide during the process of assistance provision.

This procedure:
Provides direction and instruction on the implementation of the AUS Territorial policy on “Privacy Notice Distribution” to clients accessing services within our Community Support Service (CSS) Centres.

Details the two part Privacy Notice procedure to be undertaken to ensure that  Privacy Notice distribution to clients of TSA CSS Centres is compliant with the TSA Privacy Policy and the Privacy Act 1988 (Cth).

Scope

 The CSS client Privacy Notice procedure is applicable to all Salvation Army  Community Support Service (CSS) workers across the AUS Territory. It applies to all locations where The Salvation Army has an operational presence in relation to delivery of CSS Services 

Effective Date

Effective as from March, 2014 onwards. 

TSA Privacy Policy

 The Salvation Army’s detailed Privacy policy can be accessed online at http://www.salvationarmy.org.au/Privacy/

Related Legislation

 Commonwealth Privacy Act 1988. 

Privacy Notice Procedure

 The distribution of Privacy notices for clients of TSA CSS Services is a “2 part system”, (1)  Distribution of the privacy notice and (2) Obtaining privacy consent from the client.  

It is mandatory that both elements of this 2 part system are undertaken to ensure that TSA CSS services comply with the requirements of the Commonwealth Privacy Legislation.    

Part 1: Distribution of Privacy Notices

 A privacy notice (see attachment 1) must be issued to all clients accessing CSS Services of The Salvation Army.  Distribution of Privacy Notices is an embedded function of an initial ER/CSS assessment interview.  

Part 2: Privacy Consent

 The Privacy Consent Clause (as detailed in text box below) must be  included in all CSS Client Intake Assessment/Registration Forms (sometimes referred to as Assistance Forms) and must be signed by the client.

Privacy Consent - Important
By signing this document and accessing assistance from The Salvation Army, I acknowledge

  • that I have been provided with a copy of The Salvation Army Privacy Notice;   
  • that I have read and understood the Privacy Notice and freely agree to provide the sensitive information referred to and/or contained in this document to The Salvation Army;  
  • that the information I have provided to The Salvation Army is current and I consent to the disclosure of this information to the types of organisations or individuals identified in the Privacy Notice;   
  • that I undertake to notify The Salvation Army as soon as practicable if this information is no longer current or if my consent for the collection of this information is withdrawn;   
  • that until such time that I notify The Salvation Army that my consent is withdrawn, I agree that The Salvation Army will be entitled to presume that this consent is current and informed. 

Signature of Client ___________________ Print Name _____________________ Date _____________

 

By signing the Privacy Consent clause within the CSS Intake Assessment /Registration form the  CSS Client is acknowledging that they have:-

Been issued with a Privacy Notice  Given consent for TSA CSS services to disclose the information they have provided to other organisations as may be required to enable provision of agreed CSS assistance.

That the information provided is current.

That the client is aware that they can withdraw consent at any time.

That until such time as consent is withdrawn The Salvation Army will be entitled to presume that consent is current and informed. 

SAMIS

New Clients - Recording Issue of Privacy Notice in SAMIS
In SAMIS, the Client Details page has a mandatory Privacy Notice field for recording the status of notice issue & consent.

Returning Clients (No record in SAMIS of issue of Privacy Notice)
For returning clients, where SAMIS does not show that a Privacy Notice has been issued, the CSS worker providing assistance must issue the client with a Privacy Notice and complete a new CSS Intake/Assessment registration form, for the client to sign confirming receipt of the Privacy Notice.

Public Display of Privacy Notice 
All TSA CSS Centres must display the A3 Version of the Privacy Notice (see attachment 2) within the reception area of the CSS Centre in a location where any reception staff can easily request clients to review.      

Responsibility for Procedure Implementation:

Who Does What
Divisional Social Programme Secretary Ensures that the CSS Client Privacy Notice Procedure is implemented uniformly and consistently across all CSS Centres/Sites within the Division.
CSS Manager,
Coordinator, Team Leader and/or Corps Officer.
(Indicatively whoever has oversight of the day to day operations of the CSS Centre)
Ensures that:-
All CSS Workers at the site are aware of the CSS client Privacy Notice Procedure.
That the mandatory 2 elements of  the Privacy Notice procedure are being completed on all occasions, these being:-
Distribution of the Privacy Notice and
Ensuring client privacy consent gained.
Client Intake/Assessment Forms have been updated to include the mandatory Privacy Clause (Please Note:   Title of these forms may vary from Division to Division and may be called Assistance forms and/or client Registration Forms.)
The Privacy Notice procedure is included in the Site Operations Manual.
A Public Display Privacy Notice (Large A3 – see attachment 2) is displayed in the Reception area of the CSS Centre.
CSS Workers  providing CSS Services. Ensure that all clients receiving CSS Assistance are:-
Provided with a Privacy Notice.
Sign the Privacy Clause embedded in the Site Client Intake/Assessment Form.
Enter Privacy Notice distribution confirmation into Client Records in SAMIS.
Reception Staff Ensure clients receiving casual assistance (i.e. assistance offered that  is not part of formal ER Intake /Assessment, such as overnight food support) are requested to read the Public Display Privacy Notice. f

Related Documents

Attachment Document Title
Attachment 1 The Salvation Army - Community Support Service, Privacy Notice.    Size:  A4.
Attachment 2 The Salvation Army – Community Support Service – Privacy Notice for Public Display purposes. Size  A3 (Double A4)
Attachment 3 Privacy Consent Clause (For inclusion in client CSS Intake Assessment /Registration Form)
Attachment 4 Example:  
AUS Divisional CSS Assistance/Intake Form that includes mandatory Privacy Consent Clause.

Definitions

Term Definition
CSS Community Support Services
CSS Services Emergency Relief, ER Case Management, Financial Literacy, Positive Lifestyle Program,
Please Note:  Financial Counselling is considered to be part of TSA CSS services; however due to the legal accountabilities that may be applicable within the range of services delivered within Financial Counselling a separate Privacy Notice applies.
CSS Client Any person receiving TSA CSS Services assistance. 
CSS Privacy Notice Privacy Notice provided to every CSS client at initial intake assessment session (A4 size).
CSS Privacy Notice for Public Display Large Privacy Notice for display in Reception areas of TSA CSS Centres.  (A3 size)
CSS Worker Officers, Employees, Volunteers, Contractors and people undertaking a placement at a TSA CSS Worksite.
AUS Territory Australia Southern Territory of The Salvation Army.  (Victoria, South Australia, Western Australia, Tasmania and Northern Territory)
TSA The Salvation Army

Internal Review 

Preliminary Review

October, 2015:

Review of Territory wide implementation
Preliminary review of progress of Territory wide implementation of  the CSS Privacy Notice Procedure to be undertaken as at the October 2015 meeting of AUS wide Doorways Reference Group (membership being all AUS DSPSs or their delegate) ensuring input from all AUS Divisions.

General Review 

January, 2018.
AUS THQ Social Program Department will undertake an internal review to ensure that the CSS Privacy procedure continues to meet all required legislation.

Ongoing:
Procedure will be updated immediately, in the event that a change in  legislation that impacts on this procedure, or the content of the attached privacy notices, comes into effect prior to January, 2018.

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Procedure: Conflict of Interest Procedure

Defintion

 A “conflict of interest” is a clash between your professional role and personal life and occurs where someone is supposed to act one way but has incentive to act in another way. There may be situations where there is the potential for a conflict of interest or an actual incident.

Staff and volunteers may experience a conflict of interest if they are asked for ER by immediate (e.g. sisters, brothers, mother, father) or extended family members (e.g. cousins, aunts, uncles) or close friends. This may be more common in rural or remote communities.

Instances where a conflict of interest may occur include (although are not limited to):

  • Where the relationship may make the worker/volunteer more or less likely to assist the client
  • Where the relationship may influence the level of assistance given
  • Where the relationship may blur professional boundaries, leaving the worker vulnerable to suspicion of favouritism.

Purpose

The purpose of this procedure is to provide consistent practices identifying and managing conflicts of interests and ensure equitable treatment of all employees, officers and volunteers to avoid conflict of interests. 

Scope

 The CSS conflict of interest procedure is applicable to all Salvation Army Community Support Service (CSS) workers across the AUS Territory. It applies to all locations where The Salvation Army has an operational presence in relation to the delivery of CSS Services.    

Effective Date

 As of July 2016 

Introduction

To ensure that The Salvation Army standards of integrity are upheld at all times, all clients, staff and volunteers will be treated with fairness and impartiality.

The conflict of interest procedure will outline identification and management of any potential conflicts of interest which arise within the services provided to clients by Community Support Services.

Procedure

The Centre Manager/Supervisor must ensure that the conflict of interest does not compromise ethical service delivery, employment or legal responsibilities of the organisation.

Procedures for instances of potential conflict of interest need to be handled with sensitivity for both client and staff member and all decisions clearly documented on the client’s file.

The following procedures are to be adhered to by all employees, officers and volunteers to handle potential, perceived and actual conflict of interests.

Step Action
1 Staff/Volunteer Induction
2 Identifying and declaring conflicts of interest
3 Responding to and managing conflicts of interest
4 Documenting conflicts of interest
5 Breach of procedure/Failure to comply
6 Other

Step 1  Staff/Volunteer Induction

For all new staff and volunteers, an explanation of potential conflict of interest in relation to delivery of Emergency Relief must be included in induction sessions.

Example:
A potential conflict of interest applies in circumstances where a family member or friend of a staff member/volunteer presents to that staff member/volunteer seeking Emergency Relief Assistance.    

Under conflict of interest, a staff member or volunteers cannot undertake an Emergency Relief interview/assessment for a family member or friend.

It is also recommended that conflict of interest is also a standard item to include in all general staff and volunteer professional development and/or training sessions.

Step 2  Identifying and declaring conflicts of interest

 All employees, Officers and volunteers are required to identify and declare any conflict of interest they are aware of as soon as possible by:

Advising the client a potential conflict of interest exists and obligation to advise direct supervisor and/or centre manager

Declaring their conflict of interest to the next level of management (to their direct report)

Any Officer must declare their conflict of interest and refer to DHQ

NB: No conflict of interest should preclude client need from being assessed in a timely and objective manner.

Step 3  Responding to and managing conflicts of interest

 The centre manager will either delegate to another staff member or undertake the emergency relief interview/assessment themselves

In circumstances where the staff member/volunteer is the only available ER assessor at the site the declaration of conflict of interest must be referred to Corps Officer, or DSPS to undertake the ER assessment or provide guidance on steps to be taken to enable provision of the required service in a timely manner

Employees, Officers or volunteers who have declared the conflict of interest will accept the decisions of management in relation to the assessment and/or assistance given to the client

Step 4  Documenting conflicts of interest

 All assistance provided is to be recorded in SAMIS as per normal practice

In the event of a potential conflict of interest in relation to general CSS client support:

Any potential conflict of interest must be declared at the commencement of any meeting in which the business of that meeting relates to the conflict of interest (e.g. Team case review meeting, and noted in the Minutes of that meeting)

Step 5  Breach of procedure/Failure to comply

 Employees and volunteers must comply with related policies and procedures, otherwise:

Actions may result in disciplinary action in accordance with Official TSA Minutes, contract of employment, agreement (including possible dismissal in cases of serious conflict of interest or other serious misconduct)

Step 6  Other

The same procedures are to be followed if:

Staff or volunteers request emergency relief.

Implementation

Responsibility Action
Divisional Social Program Secretary Consistent implementation of conflict of interest procedure across all CSS sites within the Division
CSS Manager,
Coordinator, Team Leader and/or Corps Officer
All employees, Officers and volunteers are made aware of this procedure during their induction
All CSS staff at the site are aware of the conflict of interest procedure
Procedure is reexamined in training  opportunities
The conflict of interest procedure is included in the Site Operations Manual
CSS Workers  Adheres to the conflict of interest procedures
Advises direct line manager/site supervisor if a conflict of interest arises
Participates and contributes to management plan to manage conflict of interest
Adheres to management decisions
Participates and contributes to review processes (as required)

Reference Information

Related controlled documents

The Salvation Army Employee Code of Conduct (2014)
The Salvation Army Australia Southern Territory Official Privacy Statement

Related Legislation

The Information Privacy Act (2000) Victoria
The Privacy Act (1988) Commonwealth
Amendments to The Privacy Act, The National Privacy Principles (2001)

Terms and Defintions

Refer to Doorways CSS/ER Policy and Procedures Handbook.

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Procedure: Emergency Relief Assistance to Employees and Volunteers

Defintion

Emergency relief is the provision of assistance and services to meet immediate needs of clients. Emergency relief may be a one off transaction or a number of episodes of support.

Provision of TSA Emergency Relief  – refer to Section 2 -Doorways CSS - Emergency Relief Handbook

Staff and volunteers may experience a conflict of interest if they are asked for ER by immediate (e.g. sisters, brothers, mother, father) or extended family members (e.g. cousins, aunts, uncles) or close friends. This may be more common in rural or remote communities.

Conflict of Interest – Emergency Relief Assistance - refer to Section 4  - Doorways CSS/ER Policy and Procedures Handbook. 

Purpose

The purpose of this procedure is to provide consistent practices, standard client assessment procedures, and clarify eligibility requirements for employees, Officers and volunteers of The Salvation Army who may need to access emergency relief assistance.

The intent of this procedure is to ensure equitable and accessible service for any person who requires it, including employees and volunteers who seek ER. In order to achieve equitable treatment of all individuals and avoid conflict of interests, clear management processes are required to ensure that The Salvation Army standards of integrity are upheld at all times and equitable access is ensured for all individuals in need. 

Scope

The provision of emergency relief to employees and volunteers procedure is applicable to all Salvation Army, Community Support Service (CSS) workers across the AUS Territory. It applies to all locations where The Salvation Army has an operational presence in relation to the delivery of CSS Services.   

Effective Date

As of July 2016

Introduction

Staff members and volunteers are not immune from the possibility of experiencing personal financial crisis. In such a situation, the eligibility for a staff member or volunteer to receive emergency relief is not greater and not less than for any other person in the wider community.

The procedure regarding the provision of emergency relief to employees and volunteers will outline the phases and assessment processes to access ER support. This is to ensure equitable, fair and consistent ER processes and practices to minimise any potential conflicts of interest.

Procedure

Employees, Officers and volunteers must adhere to the following procedures as to follow due process, prevent the misuse of aid, and handle potential, perceived and actual conflict of interests.

Step Action
1 Eligibility
2 Seeking assistance
3 Interview and assessment
4 Record keeping
5 Confidentiality
6 Grievance process

Step 1  Eligibility

Any person who expresses a need may be eligible for emergency relief. All individuals, their situation and personal circumstances need to be assessed.

Step 2  Seeking assistance

 If an employee or volunteer seeks assistance:

  • He/she must apply, be interviewed and their situation assessed and case information recorded.

Step 3  Interview and assessment

If an employee or volunteer seeks assistance:

  • He/she will be interviewed and assessed under the same guidelines, criteria and processes as any other applicant
  • He/she will be assessed by their immediate supervisor or Officer in charge of the centre
  • He/she is NOT authorised to conduct their own interview, assessment, write up their own case notes or approve their own grant request/assistance
  • Interviews and assessments of staff or volunteers requesting emergency relief assistance MUST be conducted by the Officer responsible for the centre or delegated to the Centre Manager.

Note:  In the case of a Site Manager seeking emergency relief assistance, the interview, assessment and recording MUST be undertaken by that manager's immediate supervisor (i.e. Corps Officer, Network Director, Divisional CSS Coordinator, the DSPS or their delegate). The Divisional Social Program Secretary (or his/her delegate) must approve the assessed level of assistance granted for Managers.

Step 4  Record keeping

Records (client notes) of the interview must be completed in the same way as for any other client of the service. An audit trail must be in place, as for any client or episode of assistance. If emergency relief is approved, an audit trial will be recorded on SAMIS and will include:

  • Individual client file created to show the staff member/volunteer’s own name and relevant details (pseudonyms are not acceptable)
  • Voucher numbers
  • Material aid assistance provided
  • Case notes
  • Assessment documents.

Step 5  Confidentiality

Similarly to any client:

  • The rights, privacy, dignity and confidentiality of employee or volunteer seeking ER must be upheld at all times
  • The interviewer/assessor will retain a hard copy of all records related to an assistance provided to a Manager, staff member or volunteer
  • These records will be held on file, marked “private and confidential” and made available for review by any audit team as required
  • If the interview needs to be conducted by telephone from DHQ, relevant documentation needs to be faxed/scanned and sent to the interviewer.

Step 6  Grievance process

If a staff member or volunteer seeking ER is dissatisfied with the outcome of the assessment process:

  • The individual can access a review process conducted by their DHQ at an authority level at least one level above that of the interviewer
  • Should the initial review not result in an appropriate resolution the usual grievance procedures may be employed.

Implementation

Responsibility Action
Divisional Social Program Secretary
  • Consistent implementation of provision of ER to employees and volunteers procedure across all CSS sites within the Division
CSS Manager,
Coordinator, Team Leader and Corps Officer
  • All employees and volunteers are made aware of this provision of ER to employees and volunteers procedure during their induction
  • All CSS staff at the site are aware of the procedure
  • Procedure is reexamined in training  opportunities
  • The provision of ER to employees and volunteers procedure is included in the Site Operations Manual
CSS Workers 
  • Adheres to the provision of ER to employees and volunteers procedures
  • Advises direct line manager/site supervisor if they are seeking ER
  • Participates and contributes to management plan to manage provision of ER to employees and volunteers
  • Adheres to management decisions
  • Participates and contributes to review processes (as required)

Reference Information

Provision of emergency relief assistance
Conflict of interest
The Salvation Army Employee Code of Conduct (2014)
The Salvation Army Australia Southern Territory Official Privacy Statement

Related legistation

The Information Privacy Act (2000) Victoria
The Privacy Act (1988) Commonwealth
Amendments to The Privacy Act, The National Privacy Principles (2001)

Terms and defintions

Refer to Doorways CSS/ER Policy and Procedures Handbook

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4.2 Related Policies

- 4.2.1 What is a TSA Minute
- 4.2.2 Where are TSA Minutes located
- 4.2.3 How to access the TSA Minute Book
- 4.2.4 List of TSA Minutes relevant to ER Delivery

4.2.1 What is a TSA Minute

Definition
Minutes are statements of policy or procedure covering governance, business, and operational issues for The Salvation Army. 

Purpose

Minutes should be a first reference point when checking for official policy on a subject. They are designed to provide details of policy and related processes and documents. Communications in Minute form expand upon and modify various Orders and Regulations

See: Guide to Official Minutes V2 (AAA) for more details.

Minutes are issued by International Headquarters of The Salvation Army (IHQ) and Territorial Headquarters (THQ), after being through an approval process. In this territory, they are approved by the Territorial Policy Council (TPC) and/or the Territorial Finance Council (TFC), through the Chief Secretary’s office. 

Reviews
Official Minutes are subject to time-tabled and appropriately transparent review.

Scope
Minutes are for all officers, employees, volunteers and contractors, including those of Salvos Stores, The Salvation Army Employment Plus, Geelong Conference Centre, and retired officers. 

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4.2.2 Where are TSA Minutes located

The TSA Minute Book is located in a central electronic repository accessed via The Salvation Army Portal. See link.

https://apps.aus.salvationarmy.org/apps/portal/porthome.nsf/Homev2?Open#

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4.2.3 How to access the TSA Minute Book

Step 1

Open The Salvation Army portal. Enter your user name and password to access to site. Insert details.

Username:            Your name (e.g. John Smith)

Password:             Your email password

Click log in.

Step 2

This will open your Home page. Click the link Open Database.

Step 3

A prompt box will ask you to select the database you want to access. There are several to choose from. In this instance, type Minute Book into the search bar in the middle of the screen.

Click ok.

Step 4

This will open the AUS Minute Book.

There are many official Minutes that relate to the operations and service delivery at ER sites.

To search the Minutes, use the left side bar to navigate different categories via the Index tab.

Otherwise, the Minute Book is divided into four sections and you can also search via these categories:

  • THQ
  • Finance
  • IHQ
  • Governance, legal, risk, compliance.

Information can be sought through any of these links. Select relevant section. Click on link.

Step 5

Once you have selected the Index page and clicked the link, it will open with a list of categories. Navigate through topics to locate specific TSA Minutes and click on link to open.

Otherwise, you can navigate through Section or by Minute Code (if known).

Step 6

To open the official Minute, click on the category if wish to access. For example, CENTRE MANAGERS.

Click on the link.

Step 7

This will display various Minutes which are printable PDF documents.

Please note, there may be attachments to be read or considered in conjunction with the official Minutes.

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4.2.4 List of TSA Minutes relevant to ER Delivery

Below is a comprehensive list of TSA policies in the Minute Book that relates to ER operations and service delivery. There are more official Minutes in the database, however these relate to other program areas and operations of the TSA.

CODE

SUBJECT

AAA

Guide To Official Minutes V2

AFX

Authority For Expenditure

AXC 0413

Authority For Expenditure - Salvation Army Pre-Paid Debit Cards

AXC ATTACH 1

Authority For Expenditure Using Salvation Army

Debit Cards Corporate Expense Card

AXC ATTACH 2

Authority For Expenditure Using Salvation Army

Debit Cards TSA Imprest Card

AXC ATTACH 3

Procedures For The Issuance And Use Of TSA

Disaster Relief Cards

AXC ATTACH 4

Procedures For The Issuance And Use Of TSA Shield (Welfare) Cards

AXC ATTACH 5

Requirements For Coding GST On TSA Debit Card Transactions

BAN

Bank Account Policy

CIM

Critical Incident management Policy

CMP

Complaints Management Policy

CPC 0211

Computer User Charter

CPE 0810

Computer Equipment

CPE ATTACH 1

Computer Equipment - Application Form

CPI 0613

Policy On Salvation Army Websites

CPL 0211

Policy & Guidelines For The Use Of Lotus Notes In Salvation Army Communications

CPP 0509

Child Protection Policy

CPQ 0211

Policy & Guidelines For The Use Of Lotus Quickr For Salvation Army Electronic Filing

CQI

Continuous Quality Improvement Policy

DCF

Duty of Care – Financial Advice

EDA

Emergency Relief For Emergency Affected Persons

EQP

HR Policy – Equality Policy

ERM

Territorial Enterprise Risk Management Policy

ETC 0313

Education & Training - Course Approval & Review

FCS 0806

Fraud Control Policy And Strategies

GRP

HR Policy – Grievances

HRS

HR Policy – Recruitment and Selection

ICP

Integrity Checking Policy

INT 1100

Internet Usage Policy

IPO 0112

Ipads In The Workplace - Personally Owned

ISP

Information Security Policy

KCS

Keeping Children Safe Policy

MCD

Management Of Controlled Documents

MPP 0411

Mobile Phone Policy

MRE 0112

Media Relationships

MRT 0213

Mandatory Reporting Of Child Abuse

MSO

Management Of Persons Convicted/Proven and/or Alleged to have commited a sex offence.

MVE

Motor Vehicle Policy For Employees And

Volunteers

MVO

Motor Vehicle Policy For Officers

PCP

Petty Case Policy

PDS 0810

Program Development - Submissions/Tenders/Expressions Of Interest

PRS

TSA Privacy Statement

PTO 1210

Partnerships With Other Organisations

PUP 1207

Purchasing Policy

RNA

Reporting And Notification Of Sexual And Physical

Abuse

SAR

Annual Reports by Social Network or Centres Policy

SCM

Social Programme Contract Management Policy

SNW 1211

Social Media And The Use Of Social Networking

Tools

TOR

Terms Of Reference For Boards And Councils

TRO 0115

Salvos Stores/Corps Thrift Shops/ Partnership Arrangements

TRP

Travel Policy

VPC

Victoria Protection Of Children Procedure :

Protection Of Children Legislation (Victoria:

Crimes Act 1958 Sections 49B, 49C, 327)

VTP

Volunteer Policy


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