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Legal, Privacy, & Social Media Policy

Privacy Statement

PAC has the utmost respect for the privacy rights of all our residents and clients. We ensure that all information deemed to be of a private and confidential nature is handled in accordance with the law. For more information on how we achieve this, you can download our privacy statement.

Presbyterian Aged Care’s activities are conducted in compliance with the relevant requirements of The Presbyterian Church (New South Wales) Property Trust Act 1936 and the Australian Capital Territory’s Presbyterian Church Property Trust Act 1971 and their regulations acting as agents of the Property Trust.

Quality Assured

Regular independent assessments and a continuous process of self-examination mean that you can rest assured we not only deliver a high level of service, but also that Presbyterian Aged Care is constantly raising the bar.

The Department of Social Services has developed and implemented a quality framework that uses a range of approaches to ensure older people receive safe and quality aged care services. Key elements of the framework are regulation, standards, quality, support and monitoring. The goals of the framework are to:

  • Promote quality of care and quality of life for care recipients,
  • Improve and protect the safety and wellbeing of care recipients,
  • Promote open and transparent systems in aged care,
  • Promote continuous improvement in aged care.

Australian law states that government accreditation is essential to our ongoing funding. As such, all of PAC’s aged care services and programs are put to the test every three years, with external audits, inspections, as well as other review and monitoring systems, taking place within that time period, which are designed to ensure the maintenance of appropriate service delivery.

You can view the current accreditation status of PAC’s residential care facilities by visiting www.aacqa.gov.au

Both the quality and safety of our residential care buildings have also been checked by the Government, courtesy of an independent certification completed on behalf of the Australian Department of Social Services. All PAC facilities meet the current requirements and are upgraded as needed.

Even with all those stringent independent checks in place, however, we are always committed to go above and beyond what we need to do. At PAC, we are constantly reviewing our practices, comparing them to other organisations and talking to our clients about any changes they might desire. The result is that we are continually improving. If you have any questions or feedback, please contact us.

Social media house rules (for all):

PAC encourages open and respectful discussion on our social media platforms. Therefore we will take down arguably defamatory, misleading, deceptive, abusive, harassing, threatening, offensive comments, or those that contain hate speech (or approaching hate speech) or breach copyrights.  We will also remove comments/content of an advertising or promotional nature from other parties that appear on our social media property. We reserve the right to block users who engage in the above activities on our social media property. Posting on PAC social media property is agreeing to take responsibility for your content.

Social media policy for employees:

This policy outlines PAC expectations from employees when making announcements and or publishing information or content about PAC, its services, its people, its competitors and related individuals or other organisations. PAC’s 4 Rs of Social Media engagement, which act as guardrails, designed to protect the interests of residents, clients, employees, contractors and PAC are:

  • That all PAC employees acknowledge the reach of this policy for the use of their personal and PAC’s Social Media platforms.
  • That all PAC employees are clear about who they are representing.
  • That all PAC employees take responsibility for ensuring that the information being share, including any references to PAC, is factually correct and accurate and does not breach confidentiality requirements.
  • That all PAC employees show respect for the individuals and communities they interact with

Reach of Social Media Policy – This policy applies to all PAC employees posting, announcing or creating any content related to PAC, such as, staff, clients and services. It applies to employees, when making use of their own computers or devices in their own home, on in their own time, and their own social media account. It applies to employees posting or commenting on PAC’s social media channels, from their personal accounts. All PAC employees are responsible for familiarizing themselves with the breadth of laws that apply to their personal social media accounts use, as part of the employee’s responsibility to their employer.

PAC’s Professional Boundaries Policy states, “Staff must never overstep professional boundaries and confusing befriending with friendship.”  The policy outlines the difference and the requirement to not cross that boundary and become friends with a resident or client. PAC employees must not approach or accept approaches to become “friends” or connect with residents and clients on any social media platform.

Representing PAC on Social Media – An Employee can only officially represent PAC on any external social media platforms if authorized to do so. For PAC social media accounts, the CEO has authorized the Marketing department and particularly the Marketing Coordinator to manage these accounts.  The authorization includes posting PAC’s stories and information and moderating these accounts. Operational sites and services are encouraged to send suitable posts to the Marketing Coordinator for posting. Any posts that would fall under the duties of a “spokesperson” revert to the CEO.

Representation. An employee must:

  1. If not authorised by PAC to represent PAC, must state this by using the following disclaimer: ‘the views expressed are my own and don’t necessarily represent the views of PAC’
  2. When commenting on a PAC post or related issue, it must be disclose that you are a PAC employee or contractor and be clear about which service stream the employee is representing, their role and accountabilities.
  3. Disclose only publicly available information. An employee must not comment on or disclose confidential PAC information, such as, financial information, future business performance, business plans, imminent departure of key executives, and resident/client personal information.

Responsibility on social media platforms – Responsibility on social media platforms applies to:

  1. Any person approved by the CEO to represent PAC on PAC social media platforms
  2. Any PAC employees who comment on any Social Media platform on PAC related issues

Being responsible on social media includes:

  1. Ensure that content you publish is factually accurate and complies with all relevant company policies, particularly those relating to resident / client situations, confidentiality and disclosure
  2. Ensure you are not the first to make a PAC announcement, unless you have received the appropriate internal clearances and approvals, in accordance with PAC’s policy for releasing information in the public domain (Policy 61), Public Relations Policy and this Social Media Policy
  3. Ensure you publish content in accordance with the PAC Social Media Plan
  4. Only offer advice, support or comment on topics that fall within your area of responsibility at PAC. For other matters, alert the topic expert who is approved for social media engagement and, if the situation requires a real time response, let the other party know that the request has reached PAC for response
  5. Not post material that is obscene, defamatory, threatening, harassing, discriminatory or hateful to any person or entity
  6. Not disclose other people’s personal information in social media venues, and comply with the Privacy Policy and the Residential Care and Home Care Standards.

 Respecting people on social media – To respect people and organisations on social media an employee must:

  1. Be respectful of all individuals and communities when interacting online.
  2. Be polite and respectful of other opinions, even during heated discussion and debate.
  3. Adhere to the Terms of Use of the social media platform being used, and seek to conform to the cultural and behavioural norms.
  4. Respect copyright, privacy, financial disclosure and other applicable laws when publishing on social media platforms.
  5. Not “troll” or “bait” people into an argumentative, combative or suchlike response.
  6. Verify with Human Resources of Marketing if unsure about what can be reproduce or disclose.

Breach of Policy – PAC actively monitors PAC’s Social Media platforms and mentions on Social Media.  This is to respond to any comments requiring a response and to identify employee breaches of this policy. If the employee doesn’t comply with this policy, a disciplinary action will apply. It may involve verbal or written warnings or, in serious cases, termination of employment with PAC. If the employee breaks the law, the employee will be personally directly and indirectly responsible.

Social Media Guidelines

Summary Guide for Social Media use relating to PAC:

  1. Can I comment without breaching any PAC Policies (Reach)?
  2. Am I authorized to comment on this (Representing)?
  3. Is this an issue within my area of responsibility at PAC (Representing)?
  4. Am I certain I have all the facts (Responsibility)?
  5. Can I comment while maintaining privacy, consent etc (Responsibility and Respect)?
  6. Can I comment without hurting or damaging the reputation of PAC, PAC staff or PAC residents/clients (Respect)?

Employees can view the full PAC Social Media Policy and their responsibilities in document no. GP2017/01 on the internal “PAConnect”.