S1. Communication Standards

Respectful, clear, and professional communication
“The single biggest problem in communication is the illusion that it has taken place.” — George Bernard Shaw

Policy Purpose

This policy sets expectations for professional, values-based communication across Trust Children and ReadyStepGrow. It ensures that communication is clear, respectful, accountable, and consistent with our values. It also outlines how tasks and responsibilities are delegated within the team.

Policy Statement

All staff, contractors, and therapy assistants must communicate in ways that reflect our organisational values of trust, kindness, courage, integrity, and excellence. Communication must support collaboration, uphold accountability, and maintain confidentiality, ensuring that children, families, and colleagues are treated with respect.

Policy Details

Communication Channels

Cliniko – Clinical Notes

• Used for all therapy documentation, assessments, reviews, and progress notes.
• Notes must be linked to therapy plan goals.

Cliniko – Service File Notes

• Used for all non-clinical information relating to administration, funding, scheduling, or family circumstances that impact service delivery (e.g., NDIS plan details, family communication issues, legal correspondence, or account queries).
• Service notes ensure operational issues are recorded without appearing in clinical documentation.

Email

• Primary channel for routine communication with families and team members.
• Staff are expected to check email during work hours; responses outside work hours are not expected.
• If staff choose to draft a reply outside work hours, they must use the schedule send function so that the email is received during working hours. This helps maintain healthy boundaries and models respectful communication practices for families and colleagues.
• Emails are not responded to on weekends, except in the event of an absolute staff wellbeing emergency.
• Automatic email responders must be kept up to date and include clear information for families about what to do in an emergency (e.g., “If you are concerned about your child’s immediate safety or wellbeing, please contact 000, attend your nearest hospital, or call Lifeline on 13 11 14”).

Phone/Text

• Used for urgent communication only (e.g., same-day cancellations or emergencies).
• Text is preferred over voicemail.
• Phone and text communication are not expected on weekends, except in an absolute staff wellbeing emergency.

Supervision & Meetings

• The appropriate space for reflective, detailed, and professional discussions.

After-Hours & Weekend Boundaries

• Staff are not expected to check or respond to communication on weekends.
• Families experiencing urgent medical or safety concerns must be directed to appropriate emergency services (e.g., hospital, GP, Lifeline, 000).
• The only “absolute emergencies” where weekend contact may be appropriate are situations that directly impact a staff member’s own health, safety, or wellbeing (e.g., needing to alert the Clinical Director about an acute health event, workplace safety incident, or similar).

Scheduled Meetings & Supervision

Supervision

• All clinicians and therapy assistants participate in scheduled supervision.
• Supervision is the primary forum for reflective practice, case discussion, feedback, and support.
• Supervision notes are recorded to track actions, learning, and accountability.
• Supervision frequency and format are determined by the Clinical Director, in line with professional and organisational requirements.
• Supervision is both supportive and accountable — ensuring quality practice, safeguarding families, and protecting staff wellbeing.

Team Meetings

• Regular team meetings are used to share updates, coordinate care, and address service-wide matters.
• Meeting notes are circulated to ensure transparency and follow-up.

Virtual Lunch

• Held on the first Friday of each month.
• Informal and social, not a formal meeting.
• A space for connection, “watercooler” conversation, and building team togetherness.
• Attendance is encouraged to sustain relationships and service culture.

Delegation Principles

Clinicians

• May delegate specific therapy tasks to therapy assistants but remain accountable for all clinical decisions.
• Must not delegate clinical tasks to administrative staff.

Therapy Assistants

• Carry out delegated therapy tasks under supervision.
• Provide observations and feedback but must not make independent clinical decisions (e.g., setting goals, changing strategies, measuring progress).

Administrative Staff

• Manage scheduling, billing, documentation processing, and client communication as delegated.
• Must not carry out clinical tasks.

For detailed requirements on the safe and approved use of AI in communication and documentation, refer to the [Artificial Intelligence (AI) Use Policy] listed under Related Policies.

Accountability

• Each staff member is accountable for the quality, tone, and confidentiality of their communication.
• Clinicians remain accountable for all clinical tasks delegated to therapy assistants.
• Therapy assistants are accountable for carrying out delegated tasks accurately, within scope, and under supervision.
• Administrative staff are accountable for operational support tasks and maintaining confidentiality.
• Accountability is shared across the team — through supervision, reflection, and constructive situational feedback we support one another to uphold professional standards and provide family-centred care.
• Staff are also accountable for protecting their own wellbeing by managing communication boundaries appropriately (e.g., limiting notifications outside work hours, not using personal messaging apps for work).

How to Raise a Concern

If staff have concerns about communication (e.g., unclear, inconsistent, or inappropriate messages), they must:

1. Raise the concern directly with the staff member involved, where appropriate.
2. If unresolved, escalate to a supervisor or the Clinical Director.
3. Use supervision or team meetings as spaces to reflect on and resolve communication issues.
4. Where concerns affect child safety or family trust, escalate immediately under the Child Safety Policy.

Related Policies and How They Connect

• Child Safety Policy – outlines safe communication pathways for raising and responding to concerns.
• Clinical Documentation Policy – ensures consistency between clinical notes and service records.
• Confidentiality & Consent Policy – guides privacy, informed consent, and assent processes.
• Roles & Responsibilities Policy – clarifies communication and delegation expectations by role.
• Supervision & Performance Policy – provides reflective spaces for feedback and accountability.
• Governance & Quality Policy – outlines how this policy is monitored, reviewed, and continuously improved.
• Artificial Intelligence (AI) Use Policy – ensures AI is used safely and appropriately in communication and documentation.

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Document Control: v1.1 · Created: Aug 2025 · Updated: Sep 2025 (added AI cross-reference; clarified after-hours communication standards) · Review: Annual (Jan 2026) · Owner: △△D Pty Ltd

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