Protecting Our Customers and Community

In line with our sole purpose - the quality of life of people with disabilities and their families is enhanced by our support - the health, safety and wellbeing of our customers is our first priority in everything we do. 

The Coronavirus (COVID-19) pandemic and the protective measures in place present unique challenges for everyone, particularly for people living with disability and who require ongoing essential support. 

Multicap is actively working to continue delivering essential services to customers in line with the protective restrictions imposed by state and federal governments.

The work behind the scenes by our Emergency Response Team to respond to this changing situation has been comprehensive and has always been focussed on our customers, staff and the continuity of our operations. You can read more about what Multicap has in place in response to this crisis here.

In addition to following the advice and direction of state and federal governments, we continue to implement measures across Multicap to protect the health, safety and wellbeing of our customers, including:

  • Ensuring Multicap’s operations and the actions of our team members are in line with the advice and direction of the Australian Government, Queensland Government and New South Wales Government, for social (physical) distancing, cleaning, hygiene and hand washing, quarantine and self-isolation measures, and testing protocols.
  • Providing regular updates and communication to customers and their support networks on the changing situation and impacts to Multicap services, and providing prevention and support resources where relevant.
  • Identifying essential services and undertaking risk assessments to ensure minimal disruption to these services.
  • Introducing a new skills development activity for customers at our Community Hubs, Short Term Accommodation and In-Home Support services, focussing on the importance of correct safe hand washing practices.
  • Ensuring our social enterprises and supported employment sites follow all requirements, including increased cleaning and hygiene practices, implementing take-away only service at our Monte Lupo Cafe, and ensuring social (physical) distancing measures are followed by our supported employees in their workplaces.
  • Reducing the number of customers in Hub locations in order to abide by social (physical) distancing rules
  • Postponing or cancelling group events and activities, and where possible, offering alternative activities in line with social (physical) distancing and isolation regulations.
  • Suspending Short Term Accommodation services in order to support Queensland and New South Wales health services responses, and also create emergency accommodation options for customers requiring relocation or post-hospital care. 
  • Providing resources and implementing measures to minimise disruption and distress for customers experiencing changes to their routine, under direction of our Clinical teams.
  • Limiting customer contact with non-essential people to reduce the risk of infection, and ensuring all customer support staff are following the correct hygiene protocols.
  • Reducing the risk of infection among our staff, by drastically reducing in-person meetings by using videoconference facilities, abiding by physical distancing measures in workplaces, and implementing remote working measures to allow staff to work from home or offsite on a rotational basis in line with the current government restrictions and advice.
  • As more staff return to their workplaces, we are proactively implementing a staged rollout of temperature screening across our services and locations for staff, and for customers who visit our non-residential locations. Screening locations include personal protective equipment and instructions, and customers are being offered training to self-screen if they wish.

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