Yooralla Customers

We are committed to ensuring the safety of our customers, their families and carers who use our services and are located at our sites.

The safety of our customers is paramount. We have introduced a range of measures that follow the advice of the World Health Organisation, Australian Federal Government, the Victoria Department of Health and Human Services and our own stringent quality safeguards.

The key measures we have taken include:

Minimising person-to-person contact

In providing support to customers, there is often a need for support which involves person-to-person contact, for example; support with meals and drinks or getting dressed. To help keep customers safe our staff have been trained to:

  • Wash their hands / use hand sanitiser before supporting customers.
  • Guide and encourage customers as much as possible to minimise touching other people during this period.

If customers are feeling sick

Yooralla must be informed if a customer becomes unwell with symptoms such as a fever, cough, sore throat or is tired. This is especially important if they have received support services during the 14-day period before becoming unwell.

  • If a customer feels sick they should isolate themselves immediately and urgently seek medical attention. They should not attend or access Yooralla services.
  • If a customer feels sick at a Yooralla service staff must be told immediately and they will support the customer to seek medical attention, obtain information from the Coronavirus hotline, and return home safely.
  • Additionally, people who think they or their family may have been in close contact with a confirmed case of coronavirus should also monitor their health and seek urgent medical attention.

If a customer / staff member has Coronavirus (COVID-19)

Customers, families and carers will be notified as soon as possible if Yooralla becomes aware that a customer or staff member has been confirmed as having COVID-19. Details about individuals will be kept private if this occurs.

Yooralla Supported Independent Living (Residential Services)

  • If a customer contracts COVID-19 they will need to self-isolate either in their bedroom at the group home or with family members.
  • If a customer becomes too unwell from COVID-19 to be cared for at the group home, they will be transferred to hospital.

Other Yooralla Services

If a customer in other Yooralla service’s contracts COVID-19:

  • A service closure may be triggered
  • The customer will not be able to return to receiving Yooralla services until they have a medical clearance.

Staying connected

If Yooralla does not have your current and up-to-date mobile phone number and email address, please provide this information to the service manager or key worker of the service you are accessing.

Contacts

If you have a specific question or need to speak to Yooralla directly, please contact us.

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