Family Update

FAMILY
UPDATE

COVID-19 FAQs for Customers, Families & Carers
**These FAQs were last updated at 3:00 PM AEST on Tuesday 24 November 2020.**

SAFETY: We ensure the physical safety and health of our customers and each other as a priority. Please take the time to review the following advice and revisit this site to check for updates.

SYLVANVALE SERVICES


Q. Are Sylvanvale services still in operation?

A. The status of each of our services is outlined below:

1. Our Supported Independent Living (SIL) services will continue to operate. Our protocols governing restrictions on all access to community and visitors, including families, can be viewed on this page.

2. Mikarie Child Care Service will remain open at this time and we will review the daily advice provided by the NSW Government’s Early Childhood Directorate.

3. Our clinical services team will continue to operate, including face to face consultations

4. Our Support Coordination will continue to operate via phone, video conferencing and email.

5. Our Independent Living Support Services (ILSS) have recommenced, with home and community based supports to recommence with social distancing in place.

6. Our Community Hubs services have recommenced. This includes Garden House, Sutherland Community Hub and the Multi Purpose Centre, Sutherland.

7. Loftus Community Respite has ceased operating until further notice.

8. Caringbah Craft Centre services have recommenced.


VISITORS


Q. What is the protocol relating to visitors to all Sylvanvale sites?

A. In keeping with NSW Health advice, the following protocols are now in place:

1. Our robust screening of all staff and visitors will continue, with social distancing to be practiced by all.

2. All staff and permitted visitors are to continue to wear a surgical face mask at all times while on site.

3. All staff or visitors will be excluded if:

• They present with a fever 37.5°C or higher, or respiratory symptoms, even mild, isolation at home will be required and they must seek a COVID-19 testing clearance. Symptoms include: fever, cough, sore/scratchy throat, shortness of breath, runny nose, loss of taste or smell, fatigue, headache, diarrhoea.

• They have visited any of the venues or areas at the same time as a COVID-19 case listed on the NSW Government website

• They have been in close contact with a confirmed case of COVID-19 in the last 14 days.

4. Non-Essential Visitors are to be excluded, where they have been in the following areas in the last 14 days.

• A location of interest in New Zealand listed HERE.

• A contact tracing location in South Australia listed HERE.

5. For our sites located in the above listed areas (Townview, Bonniefield & Cawdor Farms), only essential visitors will be permitted entry at this time.

6.For those families wanting to visit a permitted SIL site we continue to request that this is scheduled in advance with your site manager.

7. No more than two visitors per customer can attend the site at any one time. We must keep within the total number of visitors permissible by NSW Health, This is currently no more than 20 at a residence at any one time.

8. Ensure children are closely supervised at all times.

9. Visits will occur in a designated room or outdoor area, where the customer and their visitors can keep apart from other customers. The visitor must go directly to and from the room. Visitors are to remain within the designated room or area for the duration of the visit.

10. All visitors are to undertake hand hygiene on entering the premises and before and after entering the designated room or outdoor area.

11. External community support providers will be permitted to provide supports on site only if a Memorandum of Understanding (MOU) agreement is in place between Sylvanvale and the external provider. MOU agreement template can be located here.


Essential V’s Non-Essential Visitors

The list below provides an overview of what is considered an Essential V’s Non-Essential visit.


Essential Visitors

The following are considered essential visitors:

• GP or after hours doctor for health assessments or tests

• Pharmacy, Nursing or pathology visits

• Emergency Services

• Allied Health Professionals and Behaviour Support Clinicians, with appointments being managed by Sylvanvale management. Essential Visitors, staff and customers of any household will continue to undergo temperature testing and answering screening questions before entering or re-entering the household.


Non-Essential Visitors

The following are considered non-essential visitors:

• Family, friends and legal guardians.

• Massage therapists

• Naturopaths

• Music Therapists

• Hydro Therapists

• Exercise Physiologists

• External providers of disability support or planning services


COMMUNITY ACCESS FOR SUPPORTED INDEPENDENT LIVING CUSTOMERS


Community Access for SIL customers can continue as normal. However, customers should not visit the local government areas listed above and should avoid meeting with people who have visited those areas in the previous 14 days.

SCREENING AT SITE ENTRANCES


BEFORE entering site, you will be asked if you have any symptoms of COVID-19, or if you have been in direct contact with a confirmed case of COVID-19. If either of these apply, entry will be refused.


You will continue to be screened upon entry. This means that EVERYONE entering this site will have their temperature screened BEFORE entry is allowed. If you refuse to have your temperature taken, staff will refuse you entry to the site.


• The temperature check will be conducted by a member of the site team, using a standard thermometer with a disposable cap and relevant PPE.

• If you have a temperature of 37.5 degrees or above, you will be asked to leave the site immediately.


FACE MASKS


In keeping with NSW Health advice, we are taking the unprecedented step of introducing a day to day face mask protocol for all staff who provide face to face support for people with a disability and visitors (where they are still permitted).


The decision to introduce face masks is based on the World Health Organisation acknowledgement that COVID-19 can be spread by a person who has been infected by the virus, but has yet to develop symptoms; such as fever, coughing and tiredness. The decision follows recent direction from Dr Kerry Chant PSM, Chief Health Officer for NSW Health, specifically for disability services.


All staff who are working in Sylvanvale services must wear a surgical face mask for the duration of their shift, regardless of whether they are indoors, outdoors or travelling in vehicles.


This direction is extended until further notice. We will continue to assess the level of risk and advise of any changes.


Face masks do not replace the need to practice social distancing or hand hygiene. Personal hygiene and social distancing protocols still apply.


The introduction of face masks will be a new experience for many of the people we support. As such, we will be providing a social story to assist customers to understand why we are using face masks. We also understand that for some customers, it may be difficult or not feasible to wear a face mask. As such, customers will not be required to wear a face mask if they choose not to wear one.


Sylvanvale has maintained a stock of surgical masks, which is a suitable mask for preventing the spread of COVID-19 before symptoms appear. Stocks will continue to be replenished as needed.

TRAVEL / ILLNESS


Q. What should I do if I have travelled overseas in the last two weeks, am currently travelling or plan to travel?

A. Customers and their families/carers who have travelled overseas in the last two weeks, are currently travelling or plan to travel, must not attend any of our services until 14 days have elapsed since their date of arrival back into Australia and must be illness free.


Q. What should I do if I have been in contact with someone diagnosed with COVID-19?

A. Customers and their families/carers who have been in contact with someone who has been diagnosed with COVID-19 must not attend any of our services until 14 days has elapsed since their last contact with that person and must be illness free.


Q. What should I do if someone I reside with has recently travelled overseas, is travelling overseas, or is planning to travel overseas, and I am in physical contact with them while they are quarantined?


A. Customers and their families / carers who have been in contact with someone who is quarantined, are not required to self-isolate unless they have travelled overseas themselves or have been in close contact with a confirmed case of COVID-19. If customers / families / carers develop symptoms and are suspected to have COVID-19, they will be classified as close contacts and will need to be isolated.

COMMUNICATIONS


Q. How can I keep in touch with my person at a Supported Independent Living (SIL) site?

A. The following three methods are available to help you keep in contact with your person:

• Zoom video conferencing. To view our User Guide please CLICK HERE.

• Storypark. Please scroll down for further information about Storypark.

• Telephone calls with SIL sites.


Q. What is Happening with Storypark?


A. Storypark has now rolled out to all our sites. If your person lives at a site where Storypark launched on Monday 27 April 2020, you will have received the following email on Wednesday 8 April 2020, which advises you how to sign up to Storypark – Email to Families & Guardians re Storypark on 8 April 2020.


If your person lives at a site where Storypark launched in September 2019 but you don’t know how to access it, please contact your Site Manager. A copy of the Storypark User Guide is available HERE.


A list of the site rollout dates is available HERE.


Q. I’m not receiving any communications from Sylvanvale. What should I do?

A. We are keeping the people we support, their families and carers updated through regular communication. If you are not receiving these communications, please call our Customer Experience Team on 1300 244 577 or email customers@sylvanvale.com.au


Q. What communications have recently been sent to Sylvanvale families and carers?

A. Please click on the links below:


Site Entrance and Visitor Protocol – Published 15 October 2020

Introduction of Face Masks for Staff and Visitors at All Sylvanvale Sites and Services – Published 12 August 2020

Changes to Visitor Restrictions (Adding Oratava) – Published 10 August 2020

Changes to Visitor Restrictions (Adding Renfrew) – Published 10 August 2020

Easing Visitor Restrictions (Removing Belle Angela) – Published 10 August 2020

Changes to Visitor Restrictions in NSW Health Identified Areas (adding Cooper, Dudley and Ely) – Published 31 July 2020

Introduction of Face Masks for ADDITIONAL LGAs (adding Cooper, Dudley and Ely) – Published 31 July 2020

Communication to Clinical Services Families regarding Face Masks – Published 31 July 2020

Communication to Mikarie Child Care Centre families regarding Face Masks – Published 31 July 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) – Introduction of Face Masks for South West Region – Additional LGA – Published 23 July 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) Changes to Visitor Restrictions in South West Region – Additional Sites – Published 23 July 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) Introduction of Face Masks for South West Region – Published 17 July 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) Changes to Visitor Restrictions in South West Region – Published 17 July 2020 (sent to families and carers of SIL customers at Townview, Hurricane, Bonniefield, Cawdor Farms, Belle Angela)

The Sylvanvale COVID-19 Road to Recovery – UPDATE – Published 19 June 2020

The Sylvanvale COVID-19 Road to Recovery - UPDATE – Published 19 June 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) Information Update – Supported Independent Living (SIL) Information Update – Published 28 May 2020

The Sylvanvale COVID Road to Recover – Published 26 May 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) Information Update – Published 13 May 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) Information Update – Published 6 May 2020

Working Together to Manage Risk and the Coronavirus (COVID-19) Information Update - Published 29 April 2020

Staying Connected – Device & Communications Update - Published 27 April 2020

Communications User Guide for Families (Zoom/ Storypark) – 8 April 2020

Changes to Visitor Protocols and Community Access In Supported Independent Living (SIL) Services due to COVID-19 – Thursday 2 April 2020

Coronavirus (COVID-19) Non-Essential Service Closures Effective from 3pm, 27th March 2020 – Tuesday 24 March 2020


Q. What other communications have been sent to Mikarie families?

A. Please click on the link below:

Child Care Absences and Child Care Subsidy (CCS)


Q. What resources are available for people with disability?

A. Council for Intellectual Disability has produced some excellent Easy Read documents on staying safe and healthy. You can view the documents by clicking on the links below:

Staying Safe from Coronavirus

Viruses and Staying Healthy


Q. Who should I contact if I have any questions?

A. For further information, please call our Customer Experience Team on 1300 244 577.

NATIONAL DISABILITY INSURANCE SCHEME (NDIS)


Q. What new measures have been put into place to support NDIS participants?

A. To find out the new measures, please click here.

GOVERNMENT ADVICE


Q. Who is Sylvanvale taking guidance from in relation to the COVID-19 pandemic?

A. Sylvanvale is taking guidance from the Australian and NSW Government with regard to the current COVID-19 pandemic.

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