The 27 Standards You Can Depend On
The 27 Standards are divided into four sections:
1. Resident Services and Lifestyle
2. Organisational Management
3. Human Resources
4. Physical Resource Environment
1. Resident Services and Lifestyle
Standard 1.1 – Resident Information
All prospective residents are informed of the conditions of residence before entering into any contractual commitment.
Standard 1.2 – New Resident Orientation
All new residents are provided with orientation to the village.
Standard 1.3 – Communication
A communication system between management and residents is in place
Standard 1.4 – Resident Dignity, Privacy and Confidentiality
Residents are treated equally in a courteous manner, honouring confidentiality and respecting privacy, dignity and individuality.
Standard 1.5 – Resident Services
Residents are informed of the availability, range and cost of services within the village.
Standard 1.6 – Catering Services
When meals are provided or contracted by the Village, food safety and practices meet relevant regulatory environments. The village must ensure any specified dietary requirements are met.
Standard 1.7 – Social Activities and Community Involvement
Information and support is provided to enable residents to access a range of activities.
Standard 1.8 – Transport Services
Where the Village Management provides or contracts transport for residents, the vehicle driver is approximately licensed and vehicles are maintained in a safe and proper manner at all times.
Standard 1.9 – Resident Satisfaction
There is a mechanism for residents to provide feedback to Village Management on the services provided and the day-to-day operations of the village.
Standard 1.10 – Dispute Resolution/Comments and Complaints Mechanism
There is a dispute resolution or comments and complaints mechanism in place.
Standard 1.11 – Residents’ involvement in Decision Making
If a Resident’s Committee is in place:
Management provides support to the Residents’ Committee, encourages and facilitates regular Committee meetings.
If no Residents’ Committee is in place:
Residents are consulted on activities and operations of the Village and management facilitates this process.
Standard 1.12 – Annual Meeting of Residents
Annual Meetings of residents are convened by Village Management in accordance with relevant regulatory requirements.
2. Organisational Management
Standard 2.1 – Residents’ Contractual and Financial Arrangements
The Village’s financial systems and contractual arrangements are documented and are in accordance with relevant regulatory requirements.
Standard 2.2 – Regulatory Compliance
A system is in place to ensure compliance with relevant regulatory requirements and regulations for the Village operations.
Standard 2.3 – Policies and Procedures
Operational policies and procedures are documented and reviewed.
Standard 2.4 – Continuous Improvement
The Village Management demonstrates a commitment to quality through continuous improvement.
Standard 2.5 – Occupational Health & Safety
There is a workplace health and safety program that complies with current relevant regulatory requirements.
Standard 2.6 – Insurance
There are appropriate insurances in place for foreseeable risks to the Village assets and operations, the residents, (other than those risks which are the responsibility of the residents), staff and visitors.
3. Human Resources
Standard 3.1 – Employment Practices
The Village Management has effective employment practices.
Standard 3.2 – New Staff Orientation
All new village staff are educated and informed about the philosophy and objectives of village management and the procedures of the Village.
Standard 3.3 – Performance Management
Village management and staff receive feedback on their performance on a consistent basis and have access to professional development.
Standard 3.4 – Training and Development
Village management and staff are provided with educational opportunities to meet identified needs to maintain the skills and knowledge to competently carry out their duties.
4. Physical Resource Environment
Standard 4.1 – Safety and Security
The Village environment is safe and ensures the comfort of residents, staff and visitors.
Standard 4.2 – Maintenance
All buildings, grounds, plant and equipment are maintained in good order. A documented maintenance program is consistently reviewed to ensure reliable performance.
Standard 4.3 – Signage
The Village displays clear signage.
Standard 4.4 – Emergency Call System
The Village has in place an emergency call system.
Standard 4.5 – Fire Safety and Disaster Planning
The Village has in place procedures that meet current regulatory requirements for fire safety and disaster planning.