Customer Money Handling

As a support person, it is important to understand professional boundaries. Far too often, people have the best intentions but don't realise the consequences of certain acts of kindness. Helping a customer/ member manage their money can be one of those intentions.


Scenario: 
Regina is a 25-year-old with intellectual disability. She operates a small online business and has a person from Home Care Heroes named Joey who helps her with small administrative tasks. One day, Regina asks Joey for a $300 loan for her business that she promises to pay back. In good faith, Joey says yes, and transfers the funds. 
Weeks pass and Regina is unable to recover the $300 that Joey lent her. Feeling uncomfortable about this situation, Regina decides she will terminate her work relationship with Joey. 
Unfortunately, Joey is now unable to recover her money. 

In this scenario, it could also happen there is a dispute or conflict between the member and Hero which prevents the Hero from being paid. 

In addition to the above, avoid giving, asking for or accepting inducements or gifts that may influence decision-making and service provision. People with disability, their family, carers or advocates should not be required or expected to give any sort of inducement to a worker in order to influence decision-making or service delivery. This includes, but is not limited to: additional fees, money, goods, food, favours or services of any kind. 

Workers may give or accept gifts of minor value, such as a card or a box of chocolates as a ‘thank you’ or for special events, such as birthdays. However, in these instances, workers should be mindful of their NDIS provider’s policies and guidance on giving and accepting gifts. Where workers are unsure, they are encouraged to consult their manager or NDIS provider.59.Workers should also avoid giving, asking for, or accepting any inducements or gifts from other service providers or organisations in exchange for referrals, favourable decisions or any other market benefits, particularly where it might impact on the integrity of the information provided to support participant choice.

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