CLIENT FACT SHEET:
Help on Wheels RESPONSE TO THE COVID-19 PANDEMIC

What is COVID-19?

Novel Coronavirus (COVID-19) is a new respiratory virus. It has been rapidly spreading around the world since December 2019 and has been declared a pandemic by the World Health Organisation (WHO). More information about COVID-19 is provided in our Information About COVID-19 fact sheet.

What is Help on Wheels doing to help prevent the spread of coronavirus?

We are committed to doing everything we can to help prevent the spread of COVID 19. We have established a COVID-19 Response Team (CRT) to support our planning for and response to the COVID-19 pandemic. Relevant details of the CRTs planning will be shared with you by [your Case Manager]. Help on Wheels will also provide:

How is Help on Wheels supporting clients during this time?

We are regularly reviewing and updating all Client records. Our staff will contact you via telephone (or in person if required due to your individual support needs or preference) to confirm and update your personal details, current health information (such as your treating GP information, your general health status, medications list, etc) and support needs.

We have begun identifying alternative options for support, as part of our business continuity planning practices. We are collaborating with our local Public Health Unit’ to develop a practical support response in the event that Help on Wheels is unable to provide the services you need as a result of COVID-19.

Your physical and mental wellbeing is of paramount importance to us. In the event we are no longer able to provide a service to you, we will contact you directly to discuss alternative options.

How is Help on Wheels supporting staff during this time?

COVID-19 presents a serious risk to our society and as such we need to make a number of changes to the way our staff deliver services to limit the spread of the virus.

Staff who are unwell are not permitted to come to work. They must have a medical clearance from their GP in order to return to their usual duties. This may mean that your usual [support worker] is not available to deliver your services. If this happens, we’ll work closely with you to identify a suitable alternative.

All office-based staff have been asked to work from home. They will still be available by phone and email to answer any queries you have. Additional daily check-in procedures are in place to help maintain the mental health and wellness of all of our staff.

Direct care/service delivery staff have been provided with opportunities to access supervision and additional training about COVID-19, to support up to date best practice service delivery. When working with you, staff will need to regularly check whether you are unwell and take extra precautions to protect them and you from potential infection.
Help on Wheels is working closely with staff to support flexible working arrangements as we acknowledge the COVID-19 outbreak has placed additional restrictions and strains upon staff and their families. We understand this is an uncertain and anxious time for you and our staff, and we ask that everyone make the effort to be patient and kind with one another.

Service delivery arrangements until further notice

We value your input at this time therefor should you have any questions, concerns or suggestions relating to [Business Name]’s response to COVID-19, please don’t hesitate to contact us by:
We thank you for your ongoing support during this time and look forward to returning to normal service delivery when the situation allows.

More Information

• Australian Government – Latest Coronavirus news, updates and advice from government agencies across Australia
• NSW Government – Latest Coronavirus news, updates and advice in NSW
• Australian Department of Health – COVID-19 Daily Health Alert
• NSW Health – COVID-19 Daily Updates
• NSW Fair Trading – Changes to the residential tenancy laws
• The National Disability Insurance Agency has published information in Easy English.
• In addition to detailed written information and videos, healthdirect provides a symptom checker to help you identify symptoms of COVID-19.