Well Life Code of Conduct Policy

Purpose & Scope

This code of conduct has at its heart the purpose to make a positive difference

• In the lives of the people we support.

• Our colleagues that we work with

• Those colleagues in the wider community
   

This policy outlines the general standards of conduct and behaviour expected of all employees by the Company.
 

Failure to fully comply with all standards as outlined may be viewed as serious misconduct which may result in disciplinary proceedings and may result in the termination of your employment without notice.

This code of conduct is underpinned by the NDIS Code of Conduct, NDIS Practice Standards, and relevant NDIS legislation and Rules.

Our Values

Transparency

• We choose authenticity over perfection, creating safe spaces for honest conversations
   

• We own our mistakes and learn from them openly, understanding that vulnerability builds connection
   

• We establish trust through steady presence and dependable actions, recognising that consistency becomes the foundation where healing can begin
   

• When we live with genuine transparency, we honour people's need to feel secure. Real openness isn't about sharing everything—it's about being trustworthy enough that others feel safe to be themselves.

‘He grants a treasure of common sense to the honest. He is a shield to those who walk with integrity’ PROVERBS 2:7
 

Respect

• We see every person as valuable, understanding that past experiences shape present responses
   

• We listen with patience and curiosity, knowing everyone's story deserves to be heard
   

• We meet people where they are without judgment, creating space for healing and growth

Real respect means remembering that we're all works in progress with invisible wounds and untold stories. When we approach others with gentle curiosity instead of quick judgment, we create room for transformation.

'Let us love one another, for love comes from God. Everyone who loves has been born of God and knows God’. 1 JOHN 4:7

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Inclusion

• We extend compassion to everyone, especially understanding that trauma doesn't discriminate
   

• We believe every person has potential, regardless of their starting point or past pain
   

• We consistently create environments where people feel they truly belong and can heal
   

True inclusion means ensuring everyone feels safe to show up authentically. It's about creating communities where people can find joy again, often for the first time in years.

‘But seek first his kingdom and his righteousness, and all these things will be given to you as well’ MATTHEW 6:33
 

Courage

• We bravely address systems that cause harm, advocating for trauma-informed approaches
   

• We step into difficult conversations with grace, knowing that safety must come before change
   

• We creatively solve problems while protecting the emotional well-being of those we serve.

Courage in trauma-informed work means being willing to slow down when others need us to and speeding up when justice demands action. It's about protecting the vulnerable while pursuing what's right.
 

‘I can do all things through him who gives me strength’ PHILIPPIANS 4:13
 

Celebration

• We look for reasons to celebrate people's courage, creativity, and small wins
   

• We cultivate environments where joy can coexist with healing and growth
   

• We help others recognise their own strength by celebrating what they've overcome
   

• True celebration means seeing people not just for who they are, but for who they're becoming.

When we highlight someone's progress, we're not just acknowledging the past—we're speaking life into their future.
 

“For I know the plans I have for you,” declares the Lord, “plans to prosper you and not to harm you, plans to give you hope and a future.” JEREMIAH 29:11
 

Expected Behaviours and Attributes

• Professional behaviour

• Person Centred Practice Approach

• Working, learning and supporting each other together

• Being transparent and accountable

• Being innovative and open

• Upholding Professional Boundaries

Decision making and professional conduct at Well Life Services will be consistent with the principles of equal employment opportunity legislation, enabling equity of access to employment and learning opportunities within the organisation.

Well Life Services is committed to an organisational culture of inclusivity and respect which is free from discrimination, harassment, and bullying.

Code of Conduct Aims

Well Life Services is represented by the actions and values of our employees, and the Code of Conduct provides a framework of agreed behaviours and boundaries to maintain the respect and confidence of our service within the community.

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The people we support:

• Are provided with necessary support to ensure their emotional wellbeing, personal security, and property;

• Are able to make choices and decisions for themselves as much as possible with assistance, as required;

• Maintain their health and well-being;

• Grow and develop relationships;

• Have the opportunity to participate in the community;

• Develop their talents, interest and abilities;

• Engage in socially valued activities, including work, education and leisure activities; and

• Maintain independence and control their own lives.
   

In our interaction with clients and the wider community, we:

• Respect individual differences and the rights of others to have an opinion that is different to ours;

• Act with courtesy, promptness, fairness, efficiency, and impartiality in line with company values;

• Assist clients to present themselves in the community as they choose and in such a way that they are accepted and integrated;

• Respect the rights and dignity of clients;

• Always be aware of client behaviour in public and be mindful of the impact it can have on the surroundings and the wider community;

• To the best of our ability, give full information and advice in a manner that is clear, simple, and most appropriate for the person it is intended;

• Only access confidential information for authorised work-related tasks and maintain confidentiality and privacy;

• Seek to be a problem solver;

• Present ourselves as a positive role model in the community through your speech, dress, attitude, and interactions; and

• Carry out our duties free from the influence of alcohol, drugs, or anything that might inhibit our performance.

In our interactions with colleagues, we:

• Treat all people with respect and positive self-regard, valuing their rights, aspirations, and individuality;

• Respect individual differences;

• Show consideration to our colleagues, including punctuality, doing our fair share, and being helpful to others;

• Actively contribute and maintain a safe, healthy, harmonious, and efficient working environment;

• Maintain the confidentiality of Well Life Services and its staff and clients at all times;

• Will refrain from using derogatory language and partaking in gossip;

• Work together as a team and treat each other with respect and dignity; and

• Use the 6.7 Personal Grievance Procedure in resolving grievances.

As a manager or supervisor, we:

• Provide fair and consistent leadership, information, resources, learning support, and the correct policies and procedures to support employees reaching the required level of performance;

• Ensure the code of conduct is communicated to employees, and that they are aware of its contents;

• Ensure that the employees know what their job involves (what is expected, how it is to be done, what they are accountable for, and how their performance will be managed);

• Supervise the employees in our teams, acknowledge good performance, and actively correct unsatisfactory performance;

• Support the ongoing development of employees; and

• Manage change as ongoing, continuous, and positive.

As an employee of Well Life Services, we:

• Support our Well Life Vision, Mission, Values, and Goals;

• Diligently carry out our duties and responsibilities in a professional, responsible, accountable, honest, and transparent manner to reflect the expectations and standards of the organisation.

• Apply the highest standard of personal conduct in dealings with clients, families, carers, advocates, and other agencies;

• Devote our whole time, attention, and ability to the clients and the organisation while engaging in paid duties;

• Uphold professional boundaries in client relationships as per our current company Professional Boundaries Guidelines.

• Fulfil our responsibility in accordance with our job description or duty statement with due care and diligence;

• Support the decisions of management and the team;

• Will refrain from using derogatory language and partaking in gossip;

• Always adhere to Well Life Services policies, procedures, and guidelines;

• Understand and comply with Well Life Services work practices and maintain records as required;

• Observe the privacy, dignity, confidentiality, and rights of employees, volunteers, clients, their families, carers, and advocates;

• Provide services to clients in ways that are supportive and encouraging, and which will foster interpersonal skills and the care, trust, and empathy inherent in positive human relationships;

• Encourage clients, families, carers, and advocates to raise issues or concerns and seek to resolve them in a non-threatening, non-defensive manner;

• Support clients, family members, and carers to make informed choices about the services and activities in which they are involved and the care they receive;

• Use all Well Life Services facilities, resources, and equipment efficiently, carefully, and honestly. These are not to be used for personal purposes unless prior approval has been granted in accordance with Well Life Services policy;

• Always strive to conserve natural resources and conduct our duties in the best interest of the environment;

• Respect and abide by all the laws, regulations, policies, standards, and procedures that direct how we do things at Well Life Services;

• Immediately advise our manager if we are faced with the possibility of prosecution for any activity, either while at Well Life Services or outside our usual work.

• Use “freedom of inquiry” as the right to examine, constructively criticise, and challenged the way we do things, in the spirit of a responsible and honest search to continuously improve the ways in which we develop and deliver services to our clients;

• Freedom of inquiry is also applicable to the processes and procedures that support client service delivery;

• Strive to make a positive contribution to Well Life Services, its clients and the community we serve;

• Consider the broader impact of our decisions on our colleagues, our clients and the community; and

• Strive to improve our skills, knowledge, and competencies.

Breaches of Code of Conduct

If conduct falls below the standards outlined in the Code, your manager or supervisor will provide counselling in accordance with the relevant policy. If your conduct is a significant departure from the Code of Conduct, this may amount to misconduct and disciplinary action may be appropriate according to the current policy.

Inappropriate behaviours include, but are not restricted to:

• Abusive, derogatory, or obscene language

• Discriminatory, threatening, harassing, or bullying behaviour

• Financial relationship with a client or colleague that benefits an employee

• Providing advice to a client on financial matters

• Taking clients back to your private residence

• Offering or providing services that create a conflict of interest

• Any relationship that has the potential for a conflict of interest

• Providing services which the employee does not have the appropriate skills, training, or authorisation

• Physical violence, including throwing objects

• Insensitive jokes and pranks

• Inappropriate behaviour of a sexual nature, including unwelcome advances, jokes, and comments on appearance. Refer to 6.51 Sexual Harassment Policy and Procedure

• Body contact or display of offensive material

• Inappropriate criticism or gossip of clients, colleagues, or the Well Life Services brand

• Dishonest behaviour

• Inappropriate arguments with clients, their families, carers, or other service providers

• Not following lawful instruction

• Inappropriate standard of dress or personal hygiene

Any displays of the above behaviours will be dealt with as outlined in Well Life Services’ current policy. This means that the employee or volunteer involved will have the opportunity to respond to the report of inappropriate behaviour. It will be the manager’s decision as to what, if any, further action is required.

Your Responsibilities

You are expected to properly perform your duties and treat all colleagues and clients with honesty, respect, and courtesy.

More specifically, the Company has the following specific requirements:

Attendance

You must arrive at work on time, be ready to start work at your nominated start time, and work up until your nominated finished time. In the event that you require time off work or are unable to attend work on a particular occasion, you are expected to fully comply with the appropriate leave policy.

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Professional conduct

You must exercise all proper skill and care in the performance of your duties, together with maintaining adequate levels of professional standards in the quality of your work. You must demonstrate the company’s values, and prioritise clients (both internal and external) in all aspects of your duties.

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Performance

You are expected to carry out the inherent duties and requirements of your role as outlined in your job description, as well as meeting any key performance indicators that are set for you. You must do so in an effective and efficient manner, maintaining appropriate standards of conduct at all times. Remember, compliance with duties is not enough, your performance is also assessed by reference to the ways in which you work and the values that you express in your work. For example, hitting targets shows that you might be capable of your role, but if it is done with a poor attitude or results in client complaints, your overall performance will not be viewed positively.
 

Flexibility

You are expected to be flexible to a reasonable extent in relation to your hours of work and the nature of your duties performed to meet the needs of the Company.
 

Confidentiality

You are expected to keep confidential, both during your employment and after its termination, any confidential information relating to the Company or any related entity, and any of its customers and clients other than that which is already in the public domain. This is consistent with your contractual confidentiality commitments detailed in your contract of employment.
 

Conflict of interest

You may not be involved, employed, or engaged in any activity which may or is likely to create a conflict of interest. In addition to this general obligation, you are expected to seek the Company’s express permission, which shall not be unreasonably refused, before undertaking any additional employment.
 

Personal and property searches

The Company may, from time to time in response to a legitimate concern or allegation received, request to search your person, belongings, baggage, locker, home office or vehicle in the presence of a witness. Failure to consent to this request will be viewed as misconduct and may result in the Company contacting the relevant authorities to conduct the search on its behalf.
 

Company Property

Company property shall not be used for personal use without the express prior permission of management. You are expected to use appropriate levels of skill and care when using company property and equipment. Any damage to, or loss of, Company property which is caused by your carelessness or negligence may be viewed as serious misconduct and could result in disciplinary proceedings, which may lead to termination of your employment without notice