our commitment to ...

• Our clients often need assistance when making decisions. While clients may need assistance, The Public Trustee is conscious that the decision, and more importantly the consequences, belongs to the client.

• We are there to support client to make financial decisions that will maximise their independence and quality of life.

• Involving the client, their family, their carers and other key people will help us develop a better understanding of the client’s needs, hopes and expectations.

To plan decisions affecting our clients’ lifestyle, The Public Trustee seeks their input and the input of their carers, their families, advocates and friends. By bringing service providers together we will provide a more informed outcome for our client.

A Public Trustee staff member will arrange a meeting involving all of the key people in the client’s life. The client’s needs, hopes and expectations can be identified, as well as the role that each party will have in assisting the client. A formal plan will be developed to outline what approach to take, and who will be responsible for which services. This plan will serve as a working guide to assist in making the most appropriate decision with the client. The plan will be reviewed regularly in a consultative process, which keeps it relevant to the changing needs of the client.

Clients and other key people will be encouraged to participate in decision making and planning. The Public Trustee will work together with clients, service providers and community groups to contribute to an integrated service for the client.

Once relationships are established, Public Trustee staff will keep the various parties informed as agreed in the plan. Further meetings and regular contact will ensure the client’s needs and goals are kept in focus. Maintaining this relationship will ensure clients, their families and carers have an opportunity to provide input and feedback.

our commitment to ...

• Every person is an individual. No two lives are the same, so no two approaches can be the same. What might be a small amount of assistance for one client may seem too restrictive for another. Depending on the level and type of support needed or desired by the client, each plan is tailor made.

• By making a unique financial decision for each unique circumstance, we can assist our clients to make financial decisions that are appropriate and relevant for them.

We recognise our client’s desire to reach their optimum potential. Staff members will ensure flexibility in the delivery of services to suit each person, according to their individual needs. Clients will be encouraged to participate in community life, wherever possible.

Once relationships are established, Public Trustee staff will keep the various parties informed as agreed in the plan. Further meetings and regular contact will ensure the client’s needs and goals are kept in focus. Maintaining this relationship will ensure clients, their families and carers have an opportunity to provide input and feedback.

The Public Trustee staff is committed to respecting clients' right to confidentiality and privacy, as set out in the relevant legislation and office policy. Staff ensure they communicate with and release information only to nominated people by identifying in the early stages the appropriate key people to participate in decision making and planning.

our commitment to ...

• Different cultural and lifestyle values creates very different priorities for our clients.
• We strive to understand these priorities and the impact they have on our clients' lifestyles.

• By developing and fostering relationships in the wider community, we can better respond to our clients' needs.

Our staff strive to understand disabilities and the effect this has on the individual. Keeping Public Trustee staff up to date with current issues and service options enables them to refer the client to appropriate support services. Advice and assistance can be further sought from The Public Trustee’s Disability Support Unit, which has specialist knowledge and experience in the disability field.

The Public Trustee acknowledges that different cultural or lifestyle values create different priorities and needs for clients. Clients will benefit from the relationships between The Public Trustee and culturally diverse support groups.

With Public Trust Offices throughout Queensland, clients have access to an extensive network of regional offices, agents and support services. Relevant services can be identified by Public Trustee staff and referred to the client. As another measure, The Public Trustee reviews and enhances the use of technology, particularly for communication with those in remote or rural communities.

our commitment to ...

• When depending on others, independence becomes vital.

• Keeping clients and their support network informed will enable them to participate fully in decisions that shape their lives. They will be encouraged to participate to the fullest extent possible.
  
• With greater independence, clients can more fully participate in the community, in making informed decisions, and in achieving greater self-reliance.

The client is encouraged to develop and maintain self-reliance. At the initial meeting, Public Trustee staff can establish what level of service may be required, which will allow our staff to provide services in the least restrictive way.

Decisions need to reflect not only the client’s needs, but also their hopes and expectations. If a request is not possible, alternative options will be explored. Keeping clients and their carers informed will enable appropriate choices to be made.

The client’s own life and their community will be enriched by their participation. Through our strong community networks and awareness of various support programs and groups, our staff can identify community-based services that may benefit the client.

"Accountability in our practices and procedures"