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Customer Focus

LiveBetter is creating a Customer Reference Group (CRG) and is looking for current customers and carers to join. The CRG will assist LiveBetter improve services, policies and processes. If you are interested in participating in improving LiveBetter, email admin@cw.org.au or call 1800 580 580 and ask for Marc Bonney.

It is essential to LiveBetter that our customers are understood, appreciated, supported and empowered and that they enjoy superior quality services. We offer a range of specialised services that are flexible and responsive to meet the diversity of customers’ changing needs and goals.

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Quality and Accreditation

We recognise that our customers want quality services tailored to their particular needs and wants. Our certifications and accreditations are evidence that we meet or exceed the required quality standards for the range of services offered by LiveBetter. In fact, for the latest Department of Education audit, our Play Learn LiveBetter Preschool in Orange achieved an outstanding result where we were found to exceed the requirements of the Australian Quality Framework for Preschools. In addition to this, our Broken Hill Aged Care Services was also commended for best practice in its customer support planning process by the Australian Aged Care Quality Agency.

Our organisation has a rolling schedule of audits and reviews which take place throughout the year. Meeting all standards required by our funding bodies and statutory authorities is an assurance to our customers of our compliance with all necessary legislation and regulations. It demonstrates that we have put in place the systems and processes to ensure consistent delivery of quality services. Click on ‘Care Governance’ below to view our current accreditations.

Beyond compliance is our commitment to quality improvement. Through its various feedback mechanisms, LiveBetter seeks to harness the views and ideas of its customers, carers and families to inform our practice and improve our service.

LiveBetter also seeks to implement evidence based best practice in the provision of its services, and to review and evaluate service outcomes for our customers, through the work of our Research and Evaluation Department.

Safeguarding

The safety and wellbeing of our clients is a primary concern and goal for all of us at LiveBetter. To this end, we take a multi-pronged approach which starts with the recruitment and induction of new staff. Through our rigorous screening processes we aim to ensure that we select professional staff who share our values and will keep our clients safe and free from harm.

Through our induction and training procedures we aim to ensure that our staff fully understand our clients’ rights and advocate for them at all times. Also that our clients themselves understand their rights and know how to assert them. Through our reporting procedures, we aim to ensure that any concerns that clients, carers or staff may have are immediately reported. LiveBetter works closely with community partners including police, the NSW Ombudsman and other agencies to establish safety networks for all who receive our services.

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Advocacy and Interpreter Services

All clients have the right to use an advocate to assist them in communicating with LiveBetter. An advocate is a person who, with the client’s agreement, represents the client’s interests. You may use the advocate of your choice - they can be a carer, family member, friend, advocacy service, professional person or any other person you choose.

Interpreting help is available from the Translating and Interpreting Service National (TIS National) on 131 450 (local call cost from anywhere in Australia). TIS National provides an interpreting service 24 hours a day, seven days a week.

Research and Innovation

In March 2015 LiveBetter established the Research and Innovation Unit. Headed up by Dr Gregory Dresser, the Unit is responsible for developing strategic research priorities, leading research activities (including the interventions associated with research projects), and managing research systems and reporting requirements.

The Unit also supports the activities of Executive and Senior Management staff by providing internal consultation services on a broad range of issues, including corporate governance, project and program evaluation, tender writing, staff and sector-wide training and development, and business planning and reporting.

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Partnerships & Alliances

LiveBetter actively pursues partnerships and alliances with organisations that are focused on providing community services. Our aim is to forge positive mergers, partnerships and alliances with other groups interested in providing services tailored to the distinct needs of local communities and individuals in regional, rural and remote Australia.

During this period of significant sector reform it is critical that we do not lose the skills, knowledge, staff and assets built up over time within local communities. Rather we need to capture, preserve and strengthen them for the improved servicing and support of regional communities. The survival of local not-for-profit organisations is essential for rural economies, employment and the sustainability of regional essential services. Click here to download a copy of our Prospectus.

Risk Management

LiveBetter's Risk Management Policy and Risk Management Strategy specify the commitment, processes and assignment of responsibilities, for designing, implementing, monitoring, reviewing and continually improving risk management throughout the organisation. Our effective risk management helps protect stakeholders and assets from adverse events and support the pursuit of opportunity.

Benefits include:

  • assistance in achieving service and corporate objectives;
  • improved identification of opportunities and threats;
  • pro-active decision-making, planning and management;
  • more effective allocation and use of resources;
  • improved stakeholder confidence and trust;
  • improved compliance; and
  • better corporate governance and internal controls.