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Policy, Procedure and Process

Having processes and policies in place at your WISE supports business operations, as well as staff and individual wellbeing. Policies that provide guidance, and accessible, modifiable, and flexible ways of working help to create an inclusive organizational culture. Clear processes provide guidance for troubleshooting and can save valuable time.

Guidance for Staff

Employing individuals with skills in social and business operations, who communicate effectively and can empathise with others (i.e., have “emotional intelligence”) can help to support the goals and mission of your organisation. The hybrid (social + business) nature of the WISE means that staff often bring industry skills, for example in hospitality, to the WISE and develop other skills on the job. 

Peer Support and Guidebooks

Just as individuals require guidance in their roles, so too do staff members. Existing staff members can encourage new staff to be supportive, patient, understanding, responsive, and aware. Background reading can help inform your workplace culture (for example, genU has a booklet called Understanding our Mental Health and Disabilities).

Formal Communication Channels

Having a time and space for regular Staff meetings is vital for information sharing. Informal Staff chats are just as important and allow Staff to share knowledge, strategise, develop new ideas and build relationships

Staff from different teams stay in contact via face-to-face discussions on-site, email, and phone to ensure individuals feel supported and that their concerns are addressed in a timely manner. Using mechanisms to check in, update, or get feedback from supported employees is important. For example, one WISE uses a team “huddle” each morning.

Engaging Stakeholders

A ‘with not for’ approach to working with people with a disability helps to build an inclusive organisational culture.

There needs to be effective communication structures that provide clear information about the work individuals are doing. This information should be communicated to family and other networks to allow challenges to be addressed in supportive ways.

Policies That Support Disability Focused WISE

An intake policy of diversity and group coherence supports productivity. This means including people who will be able to get along and learn new skills together. Intake is accompanied by clear induction and orientation processes.

Setting boundaries creates clarity for new individuals. For instance, employees developed their own handbook—10 policies and procedures around effective workplace behaviors to support teamwork.

Risk management strategies create a safe learning environment and workspace. A safe and healthy work environment means individuals have access to essential WHS training via different forms of communication (visual, audio); food and water facilities, especially in warm environments; protective clothing where appropriate; Covid-safe equipment such as PPE; and a hygiene station. Different work environments will have different levels of risk that need to be managed and communicated to individuals.

Tailored Business Systems

Disability Enterprises have bespoke business systems tailored to individual skill sets and disabilities. These systems are particularly important in Disability Enterprises where work practices have been modified to incorporate tactile forms of communication and task tracking. Having a defined set of principles, practices, and procedures that are applied to specific activities (i.e., food preparation) can help to achieve business goals. Tailored business systems suit the diverse skills of individuals and enable staff and individuals to maintain a relaxed and productive atmosphere.

For instance, in the commercial kitchen, a whiteboard system is used to manage tasks and allocate staff resources. The whiteboard has different magnets and tags used to indicate tasks and task status. It is tactile and visual. When a new person starts work, they can be shown the whiteboard and refer to it as needed. This system is accompanied by a job instruction sheet that includes more detailed information on each task (e.g., specific instructions for how to peel, top, and tail a carrot).

Structure Routine and Support

It is important to have a reliable structure and routine for individuals. This may include the same arrival time, work team, equipment, and location to ensure consistency and productivity (see also: Structure – Variety and Preparation).

Staff plan the work schedule of individuals in advance and then reassess work plans each day to ensure appropriate resourcing of jobs. Changes in tasks or work type are discussed with individuals ahead of time to enable appropriate time for adjustments and to minimise any change-related stress.

It is important that individuals know who they can approach for support, mentoring, and checking in (i.e., a go-to person or the Support Team), or to report incidents (Supervisors and Managers). While the roles of these team members overlap at times, individuals are clear that they have a designated number of staff they can approach if needed.