About this resource
Clear expectations build trust. This explainer covers clients' rights, such as respect, safety, privacy, information, choice, support people and complaints, and responsibilities, such as letting the service know about changes and treating staff respectfully, ready for services to adapt.
Purpose
To help clients understand what to expect and how to speak up.
Who it is for
Primary profession: Social workers. Also relevant for community services and case workers, allied health and multidisciplinary teams.
Client or participant group: Clients of social work and community services.
Practice setting: Start of service.
Suggested uses
- Start of service
- Information packs
- Service agreements
- Reviewing expectations
Instructions for practitioners
- Adapt to your organisation's policies.
- Go through it with the client.
- Explain how to give feedback or complain.
- Offer accessible formats.
Instructions for clients or participants
- Read the explainer.
- Ask questions.
- Speak up if something is not right.
Accessibility considerations
Plain language. Offer translations and Easy Read.
Scope and limitations
General information. Adapt to your organisation's policies and obligations.
Research basis
Human rights frameworks and research on the dignity of risk support people's right to make their own choices, including choices that involve some risk.
- Ibrahim, J. E., & Davis, M. (2013). Impediments to applying the ‘dignity of risk’ principle in residential aged care services. Australasian Journal on Ageing, 32(3), 188–193. https://doi.org/10.1111/ajag.12014
- United Nations. (2006). Convention on the Rights of Persons with Disabilities. https://www.ohchr.org/en/instruments-mechanisms/instruments/convention-rights-persons-disabilities
What is included
A 2-page printable A4 PDF, including a practitioner notes page with the research basis (version 1.0).
Originality
Original Practitioner Plus content: wording, activity structure, layout and icons were created for this resource. No third-party worksheets, illustrations or text were reproduced.
