HELPING HAND PROJECT – Client Rights and Responsibilities
Helping Hand Project – St George Youth Services affirms and abides by standards of service that
promote and protect the rights of the clients we support.
Client Rights
 Clients should be given the opportunity and encouraged to participate in any decisions affecting
their lives.
 Clients are entitled to the support of staff advocating on their behalf for their needs.
 Clients have the right to a safe, clean and healthy service environment.
 Clients have the right to be free from discrimination, physical, emotional, psychological and
sexual abuse, neglect and exploitation.
 Clients have the right to be given clear and up-to-date information on the range of services and
resources relevant to their situation.
 Clients should have opportunities to give feedback into the services they received from the
Project.
 Clients have the right to personal privacy, privacy in communications and confidentiality of
records and files pertaining to them.
 Clients have the right to make a complaint without recrimination and to seek assistance in
achieving a fair resolution (refer to Helping Hand Project – St George Youth Services Complaints &
Appeals Procedure).
Helping Hand Project – St George Youth Services supports clients to understand and fulfil their
responsibilities.
Client Responsibilities

Be respectful of Helping Hand Project staff.

Be respectful of Helping Hand Project’s property.

Be an active participant in the service you receive, including taking part in goal setting and case
planning and fulfilling your commitments under your case plan to ensure your agreed goals are
achieved.

Actively and positively contribute to resolving your own homelessness or risk of homelessness.

Actively communicating with Helping Hand Project staff on changes to your needs and
preferences, concerns or complaints you have and feedback on the quality of the service you
receive.

Participate in the service in a fit state (not under the influence of drugs or alcohol).

Maintain confidentiality regarding information about other clients or participants in groups or
programs.

Provide accurate information about yourself in order to receive the best service.