Volunteer Training
About our services
We are a not-for-profit incorporated entity. We receive funds to operate our service in the Sutherland Shire from the Department of Health and Ageing under the Commonwealth Home Support Program. We also provide services to customers under the Support at Home Program. All services are delivered in accordance with the Aged Care Act 2024.
This training material is designed to provide information about Sutherland Food Services and how we operate as an organisation. Training is mandatory for all volunteering positions. This Induction Program is provided in English, but if you require a translated version, or need assistance to understand any part of the training, please let our staff know.
Our service must be delivered in accordance with the terms of our Federal Government funding and relevant legislation, which means there are some mandatory requirements, including:
- A current NSW Police Check
- A current NSW Banning Order Check
- Attending and complying with all training requirements
- Adhering to any relevant Public Health Orders
The logistics of our meal delivery service
We deliver meals to customers who live in the Sutherland Shire and meet the Commonwealth Home Support Program criteria, or, where applicable, the Support at Home program.
Our service operates Monday to Friday from 8:30am until 3:00pm with two daily delivery runs as follows:
- 9:30am – 11:00am (frozen)
- 11:00am – 1:00pm (frozen and hot lunch)
We are required by legislation to maintain current insurance in relation to personal injury and limited motor vehicle insurance. For volunteers’ vehicles, we provide cover for loss or damage based on market value up to $15,000 for up to 15 vehicles at any time. We also provide limited out-of-pocket expenses such as rental cars, but at-fault accidents are the responsibility of the volunteer. We reimburse petrol costs with a $10 petrol card per delivery run.
What does it mean to be a Sutherland Food Services Volunteer?
Volunteers are an invaluable part of our programs and the wider community. At Sutherland Food Services, volunteers can provide support as:
- A member of our Management Committee
- Delivering meals
- Picking and packing meals in our kitchen
- Performing administrative tasks in the office
Being a volunteer is an opportunity to develop new attitudes and values, as well as new skills. When you join our volunteer network, you become one of about 1.5 million volunteers across New South Wales.
Sutherland Food Services is committed to the full involvement of volunteers in its operation. We believe that our services, and the wider community, directly benefit from the unique knowledge and skills volunteers bring to our service. Volunteers are an integral part of the Sutherland Food Services community and will always be treated fairly and valued for their input either by way of suggestion or feedback.
Rights and Responsibilities
| Every volunteer has the right to: | Every volunteer has the responsibility to: |
|---|---|
| Volunteer in a healthy, safe, and inclusive environment that promotes dignity, respect, and wellbeing in line with the Aged Care Act 2024. | Be dependable, honour agreed hours and provide sufficient notice of any changes to availability. |
| Be adequately covered by insurance for all approved volunteering activities. | Be willing to learn, attend training, and understand the scope of your role. |
| Receive accurate, timely, and truthful information about the organisation, its services, and policies. | Be patient and respectful when working with older people or clients with special needs, promoting their independence and choice. |
| Be reimbursed fairly for out-of-pocket expenses, including a petrol card for undertaking delivery runs. | Keep all client and organisational information confidential, in line with privacy and aged care requirements. |
| Receive a comprehensive Volunteer Information Pack, including a clear position description and agreed volunteering hours. | Work collaboratively as part of a team, following all Sutherland Food Services policies and procedures. |
| Not be required to fill a position previously held by a paid worker or perform tasks during industrial disputes. | Adopt a wellness approach in service delivery: “doing with” rather than “doing for” clients, promoting their autonomy. |
| Receive orientation and induction, including training to support safe and effective volunteering. | Contribute to a safe, inclusive, and respectful environment for clients, staff, and fellow volunteers. |
| Have access to Sutherland Food Services’ policies and procedures, including grievance and complaints processes. | |
| Have personal and confidential information handled in accordance with the Privacy Act 1988 and the confidentiality obligations under the Aged Care Act 2024. | |
| Be supported in adopting a wellness and “doing with” approach when assisting clients, promoting independence and dignity. |
Documentation
To volunteer with Sutherland Food Services, you will need to read, understand, provide, and sign the following:
– The Sutherland Food Services application form
– The Sutherland Food Services volunteer agreement
– An application for a Police Check and provide 100 points of identification
– Consent to have your name checked on the NSW Banning Order Register
– Comply with any relevant Public Health orders
– The Sutherland Food Services information pack
Additionally, you must wear the Sutherland Food Services branded polo shirt and volunteer lanyard which should be worn at all times whilst you are volunteering.
You will receive all of the relevant documents at the completion of this training.
Sutherland Food Services Policies
Safe Operating Procedure WHS
Sutherland Food Services is committed to providing a safe and positive working environment in line with the New South Wales WHS Act 2011. This means that we must use reasonable care and follow policies regarding delivery of all aspects of Sutherland Food Services. ‘ Reasonable’ means what a ‘reasonable’ person would do in the circumstances having regard to the person’s knowledge, the person’s role, the person’s skills and the information and resources available to them. Volunteers must take reasonable care for their own health and safety and also ensure they don’t affect the health and safety of others and comply with instructions and policies of Sutherland Food Services provided to you.
Volunteers must use all trolleys provided and accept assistance, where appropriate, from the staff of Sutherland Food Services to transport meals from the office to their motor vehicles adhering to all WHS legislation. When using a trolley please consider:
- Sustained force
- Awkward postures
- Slip / Trip / Falls
- Crush and Bump injuries
- Sprains and strains
- Frequency and duration of task
ALWAYS
- Plan your move to reduce stress on the body and minimise handling
- Ensure all items are fully contained on the trolley
- Assess the route you will be using and ensure it is clear of obstruction
NEVER
- Overload a trolley
- Use excessive force to move a trolley
- Never attempt to move a trolley up or down stairs unless it is specifically designed as a stair climber
FOLLOW ALL SAFE OPERATING PROCEDURES
- Plan your move. Consider how you will negotiate doorways, corners and changes in floor level.
- Take care as heavy objects are difficult to control and require considerable force to overcome inertia.
- Turn sideways with your feet rather than twist your spine.
- Ensure all items are fully contained on the trolley.
- Assess the route you will take the trolley over. Identify and manage any hazards such as uneven floors and surfaces.
Accidents and Incidents
Serious Incident Reporting under the Aged Care Act 2024
In December 2022, the Federal Government updated its process for recording and responding to incidents in aged care, following recommendations from the Royal Commission. This system is now governed under the Serious Incident Response Scheme (SIRS), which is maintained under the Aged Care Act 2024.
A serious incident is defined as any act, omission, event, or circumstance that occurs in connection with the delivery of care and services to a consumer. All aged care providers are required to report incidents according to their severity and potential impact on the consumer.
Reporting Categories
Priority One – Report within 24 hours
Incidents requiring immediate attention include:
- Physical or psychological injury or discomfort that requires treatment by a nurse, doctor, or allied health professional.
- Unlawful sexual contact or inappropriate sexual conduct.
- Unexpected death of a consumer.
- Unexplained absence from care.
- Uncertainty about the impact of the incident on the consumer.
- Reasonable grounds to notify the Police.
Priority Two – Report within 30 days
Incidents that do not meet Priority One criteria but are still reportable include:
- Temporary distress, agitation, or upset of a consumer.
- Temporary redness or minor marks that do not bruise.
- Situations where medical or psychological treatment by a nurse, doctor, or allied health professional is not required.
Reporting Process for Meal Delivery Incidents
Any incident, accident, or event occurring during meal delivery must be reported to staff immediately if urgent, or upon returning to the office after your delivery run, depending on the severity of the incident. Timely reporting ensures that all incidents are managed in line with legal requirements under the Aged Care Act 2024 and SIRS guidelines.
Emergency Evacuation Procedure
In the event of an emergency please follow the evacuation procedure as identified on the Evacuation Plan located in the volunteer area.
Aged Care Quality Standards
Under the Aged Care Act 2024, all aged care providers are required to deliver safe, high-quality care that meets the needs and preferences of consumers. The Aged Care Quality Standards focus on outcomes that matter to consumers, ensuring their health, wellbeing, independence, and dignity are central to every service.
These standards make it easier for consumers, their families, carers, and representatives to understand what they can expect from a service. They also streamline regulation for providers delivering services across multiple settings and promote innovation, excellence, and continuous improvement.
At Sutherland Food Services, we have integrated the Aged Care Quality Standards into our service model, ensuring our meals, volunteer support, and care practices meet the highest standards of safety, quality, and consumer-focused care.
Workplace Bullying, Harassment & Discrimination
Sutherland Food Services recognises its duty under the WHS Act not only to ensure the physical health of workers, volunteers, clients and other persons in the workplace but also their psychological health and wellbeing.
Accordingly:
- Bullying, harassment (including sexual and gender-based harassment), and discrimination are recognised as serious psychosocial hazards under WHS laws, because they pose a risk of psychological and physical harm.
- As a person conducting a business or undertaking (“PCBU”), Sutherland Food Services must proactively identify and manage these risks so far as is reasonably practicable – including through safe work systems, policies, training, supervision, reporting mechanisms and supportive workplace culture.
- This duty applies to all workers engaged by the organisation – including employees, contractors, and volunteers.
- Volunteers likewise have a responsibility under WHS to take reasonable care for their own health and safety, and to avoid actions that could endanger the health and safety of others. In addition – because Sutherland Food Services operates in the aged-care context – the organisation and its staff (including volunteers) must comply with the Aged Care Code of Conduct. Among other things, the Code requires providers and aged-care workers to:
- act with dignity and respect and value diversity;
- provide services free from all forms of violence, discrimination, exploitation, neglect, abuse, or sexual misconduct;
- take reasonable steps to prevent and respond to any such behaviour.
Boundaries
Staying Professional in Your Role
As a volunteer, it’s important to remember that your role is professional, not personal. This helps keep customers safe, respected, and supported, and keeps you within your role.
Why boundaries matter
- They protect customers and volunteers.
- They make sure care is fair and respectful.
- They help you do your job properly, even if you don’t personally like someone.
Warning signs you might be crossing a boundary
- Spending a lot more time with one customer than others.
- Talking about personal matters that aren’t related to your work.
- Getting calls, messages, or visits from a customer at home.
- Accepting gifts from a customer.
- Doing things for a customer that they can do themselves.
What to do
- Keep interactions focused on the care you provide.
- Ask your supervisor if you’re unsure about a situation.
- Always act in the customer’s best interests, respecting their rights.
Remember: Following professional boundaries means providing safe, respectful, and fair care — exactly what the Aged Care Act 2024 expects.
Privacy & Confidentiality
Under the Aged Care Act 2024, all personal and health information of customers must be managed with the highest standards of privacy and confidentiality. Sutherland Food Services is committed to protecting this information and expects all volunteers to do the same.
While volunteering, you may have access to sensitive personal information about customers, staff, and other volunteers. You are required to keep this information strictly confidential and must not share it with anyone outside the organisation. Breaches of confidentiality may constitute a legal offence under privacy legislation.
However, if you have concerns about a situation that may affect a customer’s health, safety, or wellbeing, you are required to report it immediately to a staff member. Acting responsibly in such situations is part of your duty of care and does not breach confidentiality.
All handling of information must follow:
- The Aged Care Act 2024 requirements
- The Privacy Act 1988 (Cth) and relevant amendments
- Sutherland Food Services’ internal policies and procedures
Consumer Choice
At Sutherland Food Services, we see our customers as partners in their care. Your role is to respect their choices, goals, and preferences.
What this means:
- Customers decide the care they want and what matters to them.
- Customers work with us to plan and manage their services.
- Customers choose how involved they want to be in their care.
- Your role is to support their choices, not make decisions for them.
Remember: Consumer Directed Care is all about choice, control, and partnership.
Wellness And Reablement
Current government reforms are based on a wellness and reablement model in line with active ageing.
Reablement
Reablement involves time-limited interventions that are targeted towards a person’s specific goal or desired outcome to adapt to some functional loss or regain confidence and capacity to resume activities.
If a customer is suitable and agrees that short-term reablement support is appropriate, some solutions will include:
- Promote their independence
- Assist them to maintain and/or strengthen their capacity to undertake daily activities
- Maintain social and community connections.
Supports could include training in a new skill, modification to a client’s home environment or having access to equipment or assistive technology.
The My Aged Care Assessor determines this type of service.
Wellness
Wellness is the active pursuit of activities, choices and lifestyles that lead to a state of holistic health.
Diversity in Aged Care
At Sutherland Food Services, we provide aged care that respects and values everyone’s differences. This means we treat every older person as an individual, with care that suits their needs, preferences, and life experience.
We must not discriminate based on:
- Gender or gender identity
- Race, culture, or language
- Disability
- Age
- Sexuality or relationship status
- Religion or beliefs
- Social or economic background
What this means in practice:
- Support people to communicate in their preferred language.
- Respect cultural traditions, dietary needs, and personal routines.
- Ensure people in same-sex relationships feel safe to express their love and identity.
- Listen to each person’s choices and involve them in decisions about their care.
Entering aged care can be stressful. By recognising diversity and providing individualised care, we make the experience safer, more comfortable, and welcoming for everyone.
Remember: Every person has the right to care that respects who they are.
Ageism
Ageism is when someone is treated unfairly or judged just because of their age. It can make older people feel excluded, overlooked, or undervalued.
Under the Aged Care Act 2024, all older Australians have the right to safe, high-quality, and respectful care, without discrimination. This means:
- Treating everyone with respect and dignity, no matter their age.
- Ensuring older people can participate fully in their community.
- Providing care that supports independence and values their choices.
- Avoiding stereotypes or assumptions about what older people can or cannot do.
Everyone – staff, volunteers, and the community – plays a role in challenging ageism and making sure older Australians are included, supported, and respected.
Some examples of ageism:
- 'Anti-aging' products and services.
- Praising older people by comparing them to younger ones: 'You look good for your age', 'You’re young at heart' or 'Inside, I feel 30 years younger.”
- 'You’re still dancing, driving, going to the gym, wearing a particular style' or 'You’re too old to do those things.'
- Describing minor forgetfulness as a 'senior moment.'
- Doctors, waiters and others directing comments about an older person at a younger companion or child of the older person.
- Health care and social-service providers who patronize older people, or who undertreat, overtreat or overmedicate them.
- Patronising language ('sweetie', 'dear', 'honey', 'he’s so sweet', 'isn’t she cute?'). Thinking older people doing things associated with younger people (mild cursing, having or referring to sex) is adorable or surprising.
- Name-calling ('geezer', 'gramps', 'old fart', 'dirty old man', 'little old lady', 'old bag', 'biddy', 'old fogey').
- Lying about your age for fear of negative perceptions, or staying '39' year after year.
- Assuming that young people are computer geniuses and older people are technologically inept.
- Discussions of the 'silver tsunami' that blame older people for economic and social challenges.
Elder Abuse
The Act – and the companion rules – set out a number of interlocking obligations for aged-care providers, workers, and “responsible persons.” Some of the most important:
- Respect the dignity, autonomy, rights, and individuality of the people receiving care. The Act embeds a Statement of Rights for older people. Providers must ensure all services respect those rights — including privacy, informed choice, quality care, access to advocacy, fairness, and safe, person-centred support.
- Quality & safety of care – abide by strengthened quality standards. Providers must comply with updated Quality Standards (and related clinical governance obligations) when delivering funded care.
- Good governance, accountability and risk management. The law requires providers to maintain robust governance, ensure suitable personnel deliver care, manage risks and incidents, have proper information management, and ensure associated providers / subcontractors also comply.
- Workforce capability & obligations. Workers must comply with the Aged Care Code of Conduct. Providers are responsible for training, credentialing, and oversight so staff are competent and able to deliver safe, respectful, culturally and individually appropriate care.
- Transparency, feedback, complaints & advocacy mechanisms. The system must support accessible complaints mechanisms; individuals must be free to raise issues (without fear of reprisal), access advocacy and have choice and control over their care. Whistleblower protections apply.
- Registration and regulatory compliance. Providers (and associated providers) must register under the Act to deliver funded aged-care services. They must comply with registration conditions, submit to audits/assessments against the standards, and maintain accurate records. The regulator may suspend, revoke or impose conditions if obligations are not met.
What “Aligning” Looks Like in Practice
- Embed person-centred care – design care plans that respect each individual’s background, culture, identity, preferences; offer choice and agency about how services are delivered.
- Train staff and maintain credentials – ensure staff understand the Code of Conduct, are appropriately qualified, culturally competent, and receive ongoing training/CPD in areas like safety, respect, privacy, clinical care, cultural awareness.
- Establish strong governance & oversight – have clear organisational structures, defined “responsible persons,” clear accountability for decisions, risk-management frameworks, regularly review safety and quality, manage incidents properly, and keep robust documentation.
- Data, records & information management – maintain accurate and secure records of clients, care delivered, staff credentials, complaints, incident reports, feedback – ready for audits and to meet rules on information/data protection.
- Set up transparent feedback and complaints/advocacy systems – provide accessible, safe channels for clients (or families) to raise concerns, make whistleblowing possible, respond to complaints promptly, learn from feedback, and improve services.
- Audit readiness & registration compliance – ensure your organisation is properly registered, continuously meets conditions of registration, prepares for audits or assessments, and addresses any regulatory notices or conditions.
- Oversee subcontractors/associated providers – if you subcontract services, ensure those organisations comply with the same obligations under the Act (quality, safety, Code of Conduct, rights-based care).
The Act is built on a framework that emphasises:
- Older people’s rights, dignity and individuality;
- Person-centred, culturally safe and flexible care, responsive to diverse needs, backgrounds, preferences.
- Transparency, accountability and continuous improvement – not just meeting minimum standards, but actively working to improve quality and safety, being open to feedback, and ensuring regulatory oversight.
- Equity and fairness – equitable access regardless of background, location or circumstances; and ensuring funding and delivery structures support sustainability while protecting rights.
Risk Areas What to Watch Out For
Because the Act imposes statutory duties on providers and “responsible persons,” failure to comply can lead to civil or criminal penalties, including potential loss of registration, fines, or liability if serious harm occurs.
Also: if you subcontract care to associated providers, responsibility remains – so having weak oversight or poor management of subcontractors is a compliance risk.
Summary: What “Aligned with Aged Care Act 2024” Means
To be aligned with the Act means your service is:
- Rights-based, person-centred and respects individuality, dignity, culture and choice.
- Clinically safe, high quality, with skilled staff and good oversight.
- Governed with transparency, accountability, risk management, continuous improvement.
- Equipped for feedback, complaints, advocacy, and open to scrutiny.
- Properly registered and compliant with the law, including documentation, audits, subcontractor oversight, workforce standards.
Consumer Rights
At Sutherland Food Services, we respect the rights of every consumer and want them to feel comfortable speaking openly with us.
What we do:
- Display the Charter of Aged Care Rights at our facility.
- Make sure each consumer knows about the Charter, can discuss it, and receives a copy.
Consumers have the right to:
- Safe, high-quality care and services.
- Be treated with dignity, respect, and understanding.
- Have their culture, identity, and diversity recognised.
- Live free from abuse, neglect, or exploitation.
- Receive information about their care in a way they understand.
- Access their personal information, including details about their rights and services.
- Make choices about their care, daily life, and personal affairs.
- Keep their independence and control over their life.
- Be heard and supported by someone of their choice, including an aged care advocate.
- Make complaints without fear, and have them handled fairly and promptly.
- Have their privacy protected.
- Exercise their rights without it affecting how they are treated.
Our approach:
- We take time to understand each consumer’s individual needs, values, beliefs, and circumstances.
- We recognise that some groups may face additional challenges and we make extra effort to support:
- Aboriginal and Torres Strait Islander peoples
- People from culturally and linguistically diverse backgrounds
- People in rural or remote areas
- People who are socially or financially disadvantaged
- Veterans and their families
- People who are homeless or at risk of homelessness
- Gender or sexually diverse individuals
- Care Leavers (e.g., Forgotten Australians, Former Child Migrants, Stolen Generations)
- Parents separated from children by forced adoption or removal
- People with disability, dementia, cognitive impairment, or mental illness
Remember: Every consumer is unique. Treat them with respect, listen carefully, and follow their choices whenever possible.
Code of Behaviour
All staff, volunteers, and committee members must follow this Code of Conduct. It ensures safe, respectful, and high-quality care for our consumers and a professional, supportive workplace.
Key Principles:
- Professional Behaviour
- Act with honesty, integrity, and respect at all times.
- Maintain clear professional boundaries with consumers.
- Consumer Relationships
- Treat all consumers with dignity and respect.
- Avoid conflicts of interest and act in the consumer’s best interest.
- Gifts & Benefits
- Do not accept gifts or benefits that could influence your decisions.
- External Work & Activities
- Ensure outside employment or business activities do not conflict with your duties.
- Public Statements & Political Activity
- Speak publicly only in line with organisational policy and never compromise consumer confidentiality.
- Use of Resources & Technology
- Use organisational resources, internet, and email responsibly and only for their intended purpose.
- Recommending Services
- Only recommend services that meet the consumer’s needs.
- Complaints & Feedback
- Inform consumers of their right to provide feedback or make complaints.
- Respectful Workplace
- Do not engage in discrimination, bullying, harassment, or corrupt conduct.
- Health & Safety
- Ensure the safety and wellbeing of yourself, colleagues, and consumers.
- Accountability
- Breaches of this Code may result in disciplinary action, including termination, in line with the Aged Care Act 2024.
Code of Conduct
With the introduction of the Aged Care Act 2024, all staff, board members, sub-contractors, and volunteers working in aged care are required to follow a Code of Conduct that aligns with this legislation. This Code of Conduct is designed to ensure safe, respectful, and consumer-directed care.
The Code contains 8 key elements. While many are common-sense practices, it is our responsibility to communicate these clearly to everyone engaged with Sutherland Food Services. To help understanding, the elements are summarised with examples from both the volunteer and organisation perspective.
It is important to note: notes on run sheets reflect information provided by the customer, their representatives, or My Aged Care assessors. Even if customers appear fully cognitive, it is essential to follow these instructions carefully. The 2024 reforms emphasise that the consumer is at the centre of decision-making, rather than service providers making unilateral decisions.
Element 1 – Respect people’s rights to freedom of expression, self-determination, and decision-making
- Example (aligned): Mrs Smith chooses the same item on her menu every day. A volunteer politely checks that this is her preferred choice.
- Example (not aligned): Telling Mrs Smith she should choose a different meal because her choice is “unhealthy”.
Element 2 – Treat people with dignity and respect, valuing diversity
- Example (aligned): Mr Brown lives with his male partner. The volunteer acknowledges and shows respect for the relationship.
- Example (not aligned): A volunteer makes inappropriate comments about Mr Brown’s relationship while speaking with other volunteers.
Element 3 – Respect privacy
- Example (aligned): Kerrie volunteers for the meal service and encounters a customer in another community group. She does not disclose personal details.
- Example (not aligned): Kerrie reveals that she delivers meals to this customer and discusses their personal information with the group.
Element 4 – Provide care, supports, and services safely and competently
- Example (aligned): Scott, a volunteer driver, completes training, follows policies, and checks updates regularly.
- Example (not aligned): Scott assumes he remembers customer orders and does not take the run folder, risking errors.
Element 5 – Act with integrity, honesty, and transparency
- Example (aligned): Gary politely declines a cash gift offered by George and reports the incident to the office.
- Example (not aligned): Gary accepts the cash and does not report it.
Element 6 – Raise concerns about matters affecting quality and safety
- Example (aligned): Stephen notices a customer struggling with household tasks and promptly informs staff so support can be arranged.
- Example (not aligned): Frank observes issues but does nothing, intending to follow up later, which risks neglect.
Element 7 – Provide services free from violence, discrimination, exploitation, neglect, abuse, and sexual misconduct
- Example (aligned): A customer from a culturally and linguistically diverse background is matched with a volunteer who speaks her language, ensuring respectful service.
- Example (not aligned): A volunteer shouts at a customer due to language barriers and makes discriminatory gestures; staff dismiss the incident.
Element 8 – Take reasonable steps to prevent and respond to all forms of harm
- Example (aligned): Staff and volunteers complete ongoing training on responding to violence, discrimination, neglect, and abuse, and report concerns promptly.
- Example (not aligned): A male volunteer makes sexually suggestive comments towards another volunteer, and staff fail to intervene appropriately.
Key Points for Volunteers and Staff:
- Follow all instructions and notes on run sheets, even if customers appear cognitively sound.
- Always act in a consumer-directed way, respecting individual choices.
- Complete training and stay informed on policy updates to ensure safe, competent service delivery.
- Report any concerns immediately – safety, privacy, dignity, and respect are paramount.
Food Safety
Sutherland Food Services carries a current New South Wales Food Safety Licence. As we deliver to a vulnerable group food safety legislation is paramount in our service.
Food handlers have a legal responsibility to handle food in a safe manner at all times. This includes all representatives of the service such as staff and volunteers. Our customers are vulnerable by nature which makes them more prone to infection and diseases.
If you are delivering a hot meal and plating that meal you must adhere to all Sutherland Food Services policies such as wearing gloves and any relevant COVID protocols.
It is the responsibility of the Manager to develop a Food Safety Plan which addresses all legal requirements. A risk assessment is completed to ensure all possible risks are addressed in the plan and adequate training is available.
Hygiene
People working with food must not work when they are sick, as diseases can be spread to the clients via the handling of meals. Any signs of illness must be reported and recorded as some diseases are contagious even before any symptoms become obvious.
Personal Hygiene
It is essential for food handlers to wash their hands before touching any meals. Hands also needs to be washed after using the toilet, smoking, coughing, sneezing, touching hair or any other part of the body or any surfaces not sanitised for food handling. It is also very important after eating and drinking, as cross contamination may occur. The rest of your appearance also has to be neat and clean, not only for food safety reasons, but also to make a positive impression and instil trust with clients when you represent the service.
Equipment and facility hygiene
Surfaces must be clean and sanitised before working with food. The kitchen volunteers are responsible for cleaning the work surfaces before distributing the packed eskies. Volunteers are to ensure nothing is spilled onto the surface of the bench before checking the meals. All equipment used in delivering the meals must be cleaned before and after use. This is the responsibility of the kitchen volunteer, however volunteers delivering meals must report any stains, spills or other possible forms of contamination. Only chemicals that are officially approved by Food Authority may be used on or around surfaces where food is being handled.
Correct procedure for washing hands
- Heat the water to bearably hot and rinse hands under running hot water.
- Apply anti-bacterial liquid soap and massage into your hands for about 20 second, paying attention to also washing your fingernails.
- Rinse well and use a paper towel to close the tap to avoid re-infecting your hands.
- Dry hands thoroughly with a paper towel.
Delivery Procedures
Part of our duty of care is to ensure that customers know how to store, reheat and consume our meals safely and to report any concerns.
The My Aged Care Assessor determines that the customer has the capabilities to reheat meals. Our staff ensure that the customer has the facilities to store and confirm that they can reheat meals safely.
Half-eaten meals are breeding grounds for food poisoning bacteria and should be disposed of immediately, if the customer will allow it. Any concerns should be reported to staff after your run.
A customer or carer must be at home to take delivery of the meals. Under no circumstances may meals be left in eskies or other containers that cannot guarantee to maintain the appropriate temperature. Undelivered meals must be returned to the office immediately after the run.
When meals are delivered volunteers should encourage, where possible, assist the client to place meals into the freezer immediately.
Volunteers should report any build-up of frozen meals in a client’s fridge or any other relevant issue.
Hot Meal Service
Sutherland Food Services follows the recommended '2 HR/4 HR' rule for safe delivery of our hot meal service. The rule is an acceptable Food Safety Authority protocol and looks like this:
Frozen Meal Service
Sutherland Food Services follows the “hard frozen” protocol.
Hard frozen refers to the state of the meal. All meals are delivered and tested 'hard frozen' and must remain 'hard frozen' by touch, that is using your thumb and finger to check the hardness of the meal and the meal has no visible signs of ice crystals.
Dignity of Risk
- Dignity of Risk refers to the principle that people — including older adults receiving aged care — have the right to make their own choices about how to live, even if those choices involve some risk.
- More specifically: it’s about acknowledging that excessive protection and risk-avoidance can sometimes undermine a person’s dignity, autonomy, self-esteem and quality of life.
- In an aged care context this might include letting a person: choose how to spend their day, engage in activities they enjoy (even if not completely “safe”), have autonomy over food choices or mobility, or make decisions about care – rather than imposing overly restrictive “safe-only” rules. In short: dignity of risk is recognising the right of older people to self-determination, full respect for their choices, and supporting them to live meaningful lives – not just protecting them from all possible harms.
How Dignity of Risk is Embedded in the Aged Care Act 2024
- The Aged Care Act 2024 brings in a new Statement of Rights and Principles, and strengthens quality standards and a Code of Conduct – placing emphasis on autonomy, choice and independent decision-making for aged-care recipients.
- Under the strengthened Aged Care Quality and Safety Commission (ACQSC) standards, dignity of risk is explicitly part of the expectations for providers: older people should be supported to “live the best life they can,” which includes allowing “positive risk-taking” under certain circumstances.
- The provider’s duty is not simply to eliminate all risk, but to assess, understand and manage risk – while respecting the older person’s choices and consent.
- Thus dignity of risk is not optional or a “nice to have”; it’s part of quality, person-centred care under the Act and Standards.
Why It Matters – Ethical & Practical Considerations
- Historically, many care settings adopted a paternalistic model: maximising safety by minimising all risks. But research argues this over-protection can itself be harmful: limiting autonomy, reducing quality of life, self-worth and dignity.
- Enabling dignity of risk often leads to greater well-being: independence, self-esteem, social interaction, and preserving a sense of identity and personal agency.
- For providers: it means balancing duty of care (to protect safety) with duty to respect autonomy. That involves careful risk assessment, open communication, informed consent, and personalised care plans – rather than blanket “safety-first” rules.
What It Looks Like in Practice
Examples of dignity-of-risk–informed care might include:
- Allowing a resident to walk outside or garden (even if there’s a fall risk), with supports rather than absolute prohibition.
- Respecting a resident’s preference for certain foods or drinks, even if there’s some health risk – after discussing with them & supporting informed decision-making.
- Supporting choices about daily living routines, social activities, hobbies – not only focusing on clinical/safety needs, but also what gives meaning, joy or dignity.
Challenges and What’s Needed to Make It Work
- In practice, there can be tension between respecting a resident’s choice and the provider’s duty of care – especially when cognitive impairment, physical frailty or other vulnerabilities exist.
- Providers need clear frameworks, risk-management policies, communication and consent processes, and an organisational culture that values autonomy and dignity, not just safety.
- There is also a need for shared decision-making involving the older person (where capable), their family/advocates, and the care team – especially where risks are significant or complex.
What This Means for Residents, Families, and Providers
- For someone receiving aged care (or their family): dignity of risk means you have a right to make meaningful choices about daily life, not just have “safety first” imposed on you.
- For providers: you must recognise and facilitate those choices – while responsibly managing risks. You cannot default to over-protection under the guise of “duty of care.”
- For the system: embedding dignity of risk reflects a shift to rights-based, person-centred aged care – consistent with the reforms under Aged Care Act 2024.