Individualised disability support and care for people with disability in New Zealand, introduction to One2One website.

Welcome to One2One Aotearoa

Waihō mā tō ahurei hei arahi te mahi.

(Let your uniqueness guide our work)

One2One Aotearoa is a newly established provider of individualised and flexible supports to people with disability (tāngata whaikaha) and their family/whānau in MidCentral DHB region. The MidCentral region covers the city of Palmerston North, the districts of Horowhenua, Manawatu and Tararua, and the Otaki ward of the Kapiti Coast District. One2One will support people with all types of disability to remain living in their family/whānau home, live with a host family or move into their own home in the community. One2One does not provide any group home, day centre or other congregate care services.

One2One is committed to work in partnership with each person with disability to plan and receive supports that meet their individual needs and preferences from people that they choose and trust.

People with disability who are allocated personal budget funding through the Disability Transformation System or other sources have a wide range of options as to how they use their funds and how their supports are provided to them.

The individualised arrangements that are most commonly used by people who have control over their own personal budgets are described in the website to help people determine what arrangement might best work for them. What connects all of these arrangements is that the person is always in control of:

  • the supports they receive,
  • when, where and how they receive those supports, and
  • who provides those supports.

    • Naturally, people are free to choose any mix of arrangements that better suits them at any time they wish – and are free to change their minds at any time.

    Individualised disability support and care for people with disability in New Zealand. Main body content information for the Provider Managed Service at One2One.

    We can do it together...

    Me mahi tahi tātou mo te ōranga o te katoa

    (Working together for the health and wellbeing of all)

    You may prefer an arrangement where you employ or contract your own support people, but have One2One assist you with planning and implementing your supports - as well as managing and administering your funds. Planning and support from One2One will include, among other things:

    • assisting you to understand and navigate the planning and funding system;
    • providing you with practical support and advice during the planning process;
    • attending any planning meetings with you, if you wish;
    • advising you on recruiting the right support people;
    • providing you with tested advertising and selection resources;
    • providing you with sample employment contracts to engage your support people;
    • supplying you with the basic policies you need to have in place as an employer;
    • offering you access to a pool of pre-screened and available support people when gaps arise in your support arrangements;
    • helping you to become a good employer and build a good support team;
    • assisting you through the planning and review processes;
    • providing advice about building stable support arrangements;
    • remaining available whenever crises and emergencies arise.

    Management and administration from One2One will include:

    • assisting you to meet your legal obligations as an employer;
    • paying your support people;
    • arranging and paying workers' compensation;
    • calculating PAYE tax and Kiwisaver and submitting it to Inland Revenue Department;
    • calculating and paying the ACC levy;
    • preparing and submitting all necessary documentation to IRD;
    • paying your contractors and suppliers;
    • arranging and paying public and product liability insurances;
    • holding and administering your funding;
    • acquitting the funds back to the funding body.

    One2One offers you several ways of engaging your own support people under this arrangement. One way is for One2One to organise for you to be registered with IRD under its own umbrella registration so that you can employ and pay your own support people.

    Another way is for you to engage an independent contractor to provide your supports. The advantages of using independent contractors is that you have fewer legal responsibilities and, while you might not have as much control over who the actual support person will be each time, you retain the flexibility to adjust your support arrangements to suit your changing needs and interests.

    Some people do not want all the hassle of managing their own support people, but they still wish to be the employer. If you would like someone to help you recruit, train and supervise your support people, One2One can advise you on engaging a private co-ordinator to undertake those tasks on your behalf and under your supervision.

    Tiare is a client with a disability

    Tiare

    Tiare lives with a family friend in a three-bedroom house in a suburb of Palmerston North. Tiare joined One2One Aotearoa in 2019 after having been supported for several years by two other service providers. Tiare said, ‘My previous providers of 26 years were very detached and analytical. There was distance between what they were doing and “me”. They were outside of my perspective, looking in. They needed to see it from me, from the inside. They were dismissive and unsupportive of my needs.’

    Since she has been with One2One Aotearoa, Tiare says that her supports now arrive consistently and reliably. She does not have to worry whether they will turn up or not. One2One has enabled Tiare to have more choice and control over her supports – who provides those supports, when they are provided and how they are provided. In Tiare’s own words, ‘Yes, I took a chance with One2One. I trust them. They understood where I was coming from. I felt liberated. Now, I can breathe a little bit of fresh air. An environment, that encourages innovation, greater alignment to consumer needs [my needs] and more open.’

    Tiare has recently joined the local Tennis Club and assists as a volunteer in administration and preparing morning/afternoon teas on Sundays. Tiare is also pursuing a microbusiness (dressing up dolls). She hopes her project will flourish and is exploring whether she will enrol for a fashion design course at the local design school.

    Individualised disability support and care for people with a disability in New Zealand. Main body content information for the support arrangement service offered by to One2One.

    We can do it for you (but not without you)...

    Ko tāu rourou, ko tāku rourou

    (Your basket of knowledge, my basket of knowledge)

    You may prefer a support arrangement that leaves you with the least administrative hassle or legal responsibility. If you prefer this type of arrangement, you can ask One2One to co-ordinate your services and employ support people on your behalf. In other words, One2One:

    • assists you to understand and navigate the planning and funding system;
    • provides you with practical support and advise during the planning process;
    • attends any planning interviews with you, if you wish;
    • designs the support arrangement with and for you;
    • recruits and employs your support people, with you having the final choice;
    • undertakes police checks and reference checks;
    • trains, rosters, supervises and monitors your support people;
    • pays and insures your support people;
    • retains and submits tax and superannuation;
    • submits all necessary documentation to IRD;
    • arranges and pays public and product liability insurances;
    • holds and administers your funding in accordance with your funding plan;
    • acquits the funds back to the funding body;
    • assists you through planning and review processes.

    Each person who chooses this type of arrangement is allocated a One2One co-ordinator (kaiwhakahaere). Each co-ordinator works with an average of 10-12 people, ensuring that they get to know you well and can remain in close contact. One2One will charge you an additional fee to cover the cost of your co-ordinator.

    There are a number of specific support arrangements from which you can choose, and from which you can also ‘mix and match’. Popular support arrangements that are offered by One2One are described below.

    Homesharer (Kainga Tupu)

    The Homesharer arrangement appeals to those who feel that the best living arrangement is to move in with a person, couple or family who can provide needed supports. The homesharer is carefully matched to you and your needs and preferences – and their ability to provide a safe, secure, comfortable and welcoming home. Homesharers can be younger parents with one or two of their own children living at home, middle-aged parents whose children have left home, older couples or single people who may be of any age. You may move into the homesharer's home or the homesharer may move into your home.

    Identification and matching of homesharers is a very careful and thorough process, with you at the centre of decision-making at all times: before and after any arrangement has commenced. One2One provides training to homesharers to further ensure they are competent and suitable to have you living with them. Homesharers are visited regularly by the One2One co-ordinator to ensure that the arrangement is running smoothly for everybody involved.

    Mentor (Te Poipoia)

    The Mentor arrangement, as the name suggests, is less about direct support provided at agreed times by a One2One personal assistant. It is more about a One2One mentor (te poipoia) being there at the right times, and on-call at other times, to help you make better decisions and take the right actions by understanding the consequences of not doing so: such as being unable to remain living in your home. One2One mentors also connect you into your local community, assisting you to develop useful skills and to fulfil valued roles in society.

    Flexible Supports (Tautoko Ngāwari)

    The Flexible Supports arrangement involves a One2One personal assistant or kaiāwhina (personal assistant our name for support workers because it underlines that fact that you are in control) providing agreed support when, where and how you decide. This support could be in your home, in the community, at college or university, in a regular workplace, at a recreation centre, in a gym, at the pool or on holidays.

    Craig is a client with a disability assisted by One2One

    Craig

    Craig had been with a traditional service provider for many years, but the family chose to switch to an Individualised Funding host. Craig’s mother managed the funding and dealt with the IF host (employing a cleaner and a mentor for Craig). She said, ‘Although I had greater flexibility in managing the support workers for my son, I was struggling with the host system. There were challenges in working the portal in their portal system and challenges in ringing for assistance to put it right.’

    Craig’s parents recently retired and they wanted to have some greater freedom for themselves. In early 2019, they decided to switch Craig’s funding to One2One Aotearoa. Craig has two One2One Personal Assistants who assist him with independent living, meal selection, food shopping and exercise. Craig attends Studio Rubix to help maintain body balance, muscle toning and strength. He is also enrolled at designer school, where he recently passed his Level 3 with flying colours.

    Craig says he is looking forward to his continuing involvement with the designer school through his art, photography and computer graphics pursuits. Craig’s parents report that they feel more ‘stress-free and are getting the best out of One2One for our son’s support.’

    Sylvia is a client with a disability assisted by One2One

    Sylvia

    Sylvia uses a wheelchair and recently moved her support funding to one2one to, in her own words, ‘have greater choice over my staff selection to assist me with household tasks.’ Sylvia’s personal assistants, who are employed by one2one but are chosen by Sylvia, organise her weekly transport, help her to move around her neighborhood, catch up with people she knows or visit the local pool. They also help Sylvia to look after her dog, Lexi, and to take her for a walk every day. Sylvia’s personal assistants accompany her to medical appointments, if she requests.

    With her new-found freedom and support, Sylvia is looking forward to attending the World Wearable Art show in Wellington later this year. In Sylvia’s words her personal assistants are ‘kind, polite and respectful. It is definitely a change for the better in my life. I would recommend this change to anyone who would like more choices and control over their lives.’

    Individualised disability support and care for people with disability in New Zealand. Main body content information for the about us page to One2One website. Describing their values and commitment to service.

    About One2One

    Ngā Tikanga

    Our Shared Values

    what you and One2One jointly believe and commit to achieve...

    • Autonomy - Promotion of independent thought and action through exploring, choosing and creating.
    • Individuality - Acknowledging and respecting our unique needs and desires.
    • Equality - Promotion and protection of equal rights and opportunities for all.
    • Accomplishment - Personal success, growth and fulfilment.
    • Security - Stability of desired lifestyle and confidence about the future.
    • Humanity - Commitment to the well-being of all.

    Our Service Charter (Te Tūtohinga Ratonga)

    (how we will work with you)

    • Communicate and act in an open, transparent and honest manner;
    • Ensure that you are involved in decisions that may affect the services provided;
    • Treat you with respect and consideration;
    • Be responsible for our actions in relation to decisions that are made together about the supports that will be provided;
    • Provide you with information that will assist you to make the best decisions about your supports;
    • Seek your permission before providing information about you to other people;
    • Keep your personal information secure and confidential; and
    • Follow the proper process should you have a complaint or grievance.

    Individualised disability support and care for people with disability in New Zealand, information on the directors of One2One website.

    Board of Directors

    Ngā Kaitiaki

    Dr Greg Lewis

    Dr Greg Lewis

    B.Psych., M.App.Psych., Ph.D.

    CHAIRMAN

    Dr Greg Lewis

    B.Psych., M.App.Psych., Ph.D.

    CHAIRMAN

    Greg is a clinical and educational psychologist who has supported people with disability in their own homes, their own jobs and the wider community for 40 years. In 1984, as a result of his Master’s research he established Australia’s first open employment service for people with disability and contributed to the establishment of a further 100 such agencies around Australia and across the region. In 1987 he was appointed Director of Country Services with the Western Australian Disability Services Commission of Western Australia. During this time he established Local Area Co-ordination and expanded it across Western Australia over the ensuing seven years. Local area co-ordination, and its variants, now also operates across Australia and in several other countries,. In 1987, Greg was the joint winner of the inaugural National Disability Research prize for his pioneering work in open employment for people with intellectual disability and, in 2010, was an inaugural inductee into the Disability Employment Australia Hall of Fame. Greg was formerly National President of the Australasian Society for Intellectual Disability (1995 - 1997) and of National Disability Services (2003 - 2005). He is currently Chairman of My Place WA: an individualised disability support provider that he co-founded in Western Australia in 1996 and which now supports more than 400 people with disability to live in their own homes with the individualised support they need and want.

    Mr Lawrence Chok

    Mr Lawrence Chok

    B.Sc. Hons, Industrial Economics, MBA

    MANAGING DIRECTOR

    Mr Lawrence Chok

    .Sc. Hons, Industrial Economics, MBA

    MANAGING DIRECTOR

    Lawrence worked in Borneo for 30 years in the corporate sector before moving his family to Palmerston North in 1999 to seek a better life for his family, in particular his eldest son who has Down Syndrome. Since coming to New Zealand, Lawrence has had a focus on advocating for his son and promoting the role of families within support relationships.
    In 2008, Lawrence initiated a family governance group (FAST) with four families. FAST has guided family members with disabilities to lead meaningful, independent and sustainable lives in their communities.
    In 2010, Inclusion Aotearoa, of which Lawrence was a co-founder, was awarded the original Local Area Coordination demonstration contract. The LAC program now operates across three locations in New Zealand under new operators. Lawrence has also worked part-time with three other service providers with a disability and mental health focus. An important part of these roles for Lawrence was the opportunity to advocate for families in ‘service provider’ conversations. Lawrence represented families in the co-design of the Disability Transformation System group. This work encouraged Lawrence to think about how New Zealand families could have more ‘choice and control’. From this, Lawrence has developed One2One Aotearoa.

    Mr Peter Dunn

    Mr Peter Dunn

    Dip.Ed., B.Ed., Grad.Dip.Special Ed.

    DIRECTOR

    Mr Peter Dunn

    Dip.Ed., B.Ed., Grad.Dip.Special Ed.

    DIRECTOR

    Born and educated in Christchurch, Peter arrived in WA in 1978 after teaching in country locations around New Zealand. Peter’s interest in disability was stirred after he commenced as a teacher in a large special education school in Perth. From within the school system, he supported students to have greater opportunities in the local and wider community. In 1985, was promoted to the position of principal at a regional special education school. A key focus of his tenure was to provide support to teachers of students with disability in regular primary and secondary schools to progressively integrate the students with disability attending the special school into their local primary and secondary schools. In 1988, Peter was appointed inaugural Local Area Co-ordinator with the Disability Services Commission to support people with disability and their families living in the Lower Great Southern region of Western Australia. In this newly created position, the forerunner to more than 200 such positions around WA, he pioneered the development and delivery of supports that were individualised and reflective of what people with disability and their families wanted. In 1994, Peter moved back to Perth to manage the expansion of Local Area Co-ordination in the metropolitan area. Two years later, he was appointed inaugural Managing Director of the newly established My Place in Western Australia - a position he held for 13 years. He continues as a Director of My Place and consults to like-minded organisation in Australia and New Zealand.

    Dr Sue Chok

    Dr Sue Chok

    B.Eng. Hons., Ph.D.

    DIRECTOR

    Dr Sue Chok

    B.Eng. Hons., Ph.D.

    DIRECTOR

    Growing up with a brother who has a disability, Sue understands the challenges of navigating the disability system in New Zealand. The issues faced by her family in creating a better life for her brother motivates her to help others in the community. She believes that individuals with disability should be empowered to live a life of choice and is excited to support this through one2one Aotearoa.
    Born in Malaysia, Sue immigrated to Palmerston North when she was nine years old. She has an undergraduate degree in environmental engineering with honours and also completed a Doctor of Philosophy in Agricultural Engineering at Massey University. In her free time, she enjoys baking and is a certified fitness instructor.

    Individualised disability support and care for people with disability in New Zealand, information for employment opportunities at One2One

    Working at One2One

    Ehara taku toa i te toa takitahi, ēngari he toa takitini.

    (My strength is not that of an individual, but that of the collective)

    What do I want from work?

    • Do an interesting, responsible & fulfilling job;
    • Be appreciated and rewarded for doing my job well;
    • Be able to balance my work with my family;
    • Be able to balance my work with my lifestyle or my studies;
    • Work with others who are kind, caring and helpful;
    • Get to know someone with a disability and help them to live a richer life;
    • Work for an organisation that really cares about its customers; and
    • Receive a fair wage for the work I do.

    If this works for you, you may want to work for us ...

    We are looking for people who would like to move in with a person with a disability in a comfortable, well-located and well-equipped house organised through One2One.

    We are looking for people who would like to have a person with a disability live with them. One2One can meet the cost of any needed modifications, equipment or furniture.

    We are looking for people who would like to spend several hours for one or more days each week, including week-ends, being a companion to a person with a disability as they pursue their own interests in the community.

    We are looking for people who would like to become a mentor to a person with disability to help them make better decisions and take the right actions by understanding the consequences of not doing so. You will also help connect them to their local community, assisting them to develop useful skills and to fulfil valued roles in society.

    What will I be asked to do?

    Your duties as a personal assistant (kaiāwhina) with One2One will vary greatly, depending on the person you are supporting. Some of the more common duties include:

    LIFESTYLE SUPPORT (TAUTOKO TE ĀHUA NOHO)
    • Provide support to enable the person to live their chosen lifestyle.
    • Facilitate contact with family, friends and associates.
    • Provide support to assist the person in making informed decisions.
    • Advocate for and with the customer, where appropriate.
    DAILY LIVING SUPPORT (TAUTOKO TE ORA IA RĀ)
    • Assist with self-care, general hygiene and personal presentation.
    • Assist with cooking, washing, ironing, and house cleaning.
    • Assist with shopping for food, clothing and personal items.
    • Encourage independence in daily living activities, where appropriate.
    COMMUNITY ACCESS SUPPORT (TAUTOKO TE URU KI TE HĀPORI)
    • Encourage neighbours to get to know and become friends with the person.
    • Assist the person to become an active member of their local community.
    • Assist with transport and accompany the person on outings and activities.
    HEALTH CARE SUPPORT (TAUTOKO TE HAUORA)
    • Arrange medical appointments and collect prescriptions.
    • Transport the person to and from appointments and attend as required.
    • Monitor the person's general health and well-being.
    FINANCIAL MANAGEMENT SUPPORT (TAUTOKO WHAKAHAERE PŪTEA)
    • Assist the person to prepare and develop a weekly budget.
    • Assist the person with banking, paying bills and keeping receipts.

    Your job opportunities

    (Ngā Wāhanga Mahi)

    Expression of interest

    If you feel the outlined requirements and duties at One2One are suited to you and would like to express your interest in a future position, please select either OPTION 1 or 2 or call us on 06 355 1323.

    • OPTION 1

      Our PDF Acrobat expression of interest form is available for download to apply for a position as a personal assistant with One2One.

      PDF Form Download

    • OPTION 2

      To apply online for a position as a personal assistant with One2One. Please use our electronic expression of interest application form.

      Electronic Application Form

    Individualised disability support and care for people with disability in New Zealand, contact information for One2One.

    Contact Us

    Address

    • 74 The Square, Palmerston North, 4410

    Phone/Email

    Business Hours

    • Monday - Friday: 9am to 5pm

    Individualised disability support and care for people with disability in New Zealand, information for the Accessibility Features on the One2One website.

    Accessibility Mapping

    Keystroke combinations

    Users with compatible browsers have the advantage of navigating the website with the applied access keys incorporated throughout this website. This allows you to navigate around the One2One website without using your mouse.

    Different browsers use different keystrokes to activate accesskey shortcuts, as shown below:

    • Alt + [the accesskey]
      • Internet Explorer for Windows
      • Chrome for Windows (not that Shift is required in some circumstances
      • Safari for Windows
    • Shift + Alt + [the accesskey]
      • Firefox for Windows
    • Ctrl + Option + [the accesskey]
      • Safari for Mac
      • Chrome for Mac
      • Firefox for Mac

    Key Mapping

    Access Key Function
    access key = a Welcome to One2One
    access key = c We can do it together...
    access key = d We can do it for you (but not without you)...
    access key = e About One2One
    access key = g Board of Directors
    access key = h Working at One2One
    access key = i Contact Us
    access key = j Accessibility Mapping
    access key = k Privacy Policy
    access key = l Terms and Conditions

    Individualised disability support and care for people with disability in New Zealand, information for the Terms and Conditions on the One2One website.

    Terms and Conditions

    Access to and use of www.one2one.nz is provided on these terms and conditions by One2One. By accessing and using the site you agree to abide by these terms and conditions. You may contact us at:

    One2One
    Address: 74 The Square, Palmerston North, 4410, New Zealand
    Telephone: 06 355 1323
    e-mail: [email protected]

    Permitted Use

    You must not:

    • use www.one2one.nz for any activities or post or transmit to or via the site any information or materials which breach any regulations, infringe a third party's rights, or are contrary to any relevant standard or codes;
    • use www.one2one.nz in a way or post to or transmit to or via the site any material which interferes with other users or defames, threatens, menaces, offends or restricts any person or which inhibits any other user from using or enjoying www.one2one.nz;
    • use www.one2one.nz to post, upload, email or otherwise transmit any unsolicited or unauthorised advertising, promotional materials, "junk mail," "spam," "chain letters," "pyramid schemes," or any other form of solicitation or commercial exploitation;
    • use www.one2one.nz to make any fraudulent or speculative enquiries, bookings, reservations or requests;
    • use another's name, username or password without permission;
    • post, or transmit via www.one2one.nz any obscene, indecent, inflammatory or pornographic material or material that could give rise to civil or criminal proceedings;
    • tamper with, hinder the operation of or make unauthorised modifications to www.one2one.nz and
    • knowingly transmit any virus or other disabling feature to www.one2one.nz

    Copyright, Trademark and Intellectual Property Protection

    The material and content provided on the site is for your personal, non-commercial use only, save where expressly provided, and you agree not for yourself or through or by way of assistance to any third party distribute or commercially exploit such material or content. Except as otherwise indicated, all materials on this site, including, but not limited to, photographs, results, other images, illustrations, text, video clips and written and other materials contained in this site are protected by copyrights, trademarks and/or other intellectual property rights owned, or used with permission of their owners by One2One.

    You may make a copy of this content for your personal, non-commercial use only provided that you keep all copyright and other proprietary notices intact, and you agree not to modify, copy, reproduce, republish, upload, post, transmit or distribute by any means or in any manner, any material or information on or downloaded from the site including but not limited to text, graphics, video, messages, code and/or software without our prior written consent. No right, title or interest in any material or software is transferred to you as a result of your use of the site or any such permitted downloading or copying.

    Privacy Protection

    One2One will only use any personal data collected during your use of www.one2one.nz in accordance with the National Privacy Principles established under the Privacy Act 1993 and our own Privacy Policy (available from One2One).

    Disclaimer and Limitation of Liability

    To the extent permitted by law, neither we nor any of our officers, employees, agents or related bodies corporate will be liable in any way (including for negligence) for any loss, damages, costs or expenses suffered by you or claims made against you through use of www.one2one.nz or any failure to provide www.one2one.nz or in connection with any products, services or information supplied, offered to be supplied or advertised via the site.

    One2One cannot guarantee that your use of the site will be free from error and/or uninterrupted. One2One, its officers, employees and representatives exclude, in so far as it is legally possible, all liability and responsibility for any damages including, but not limited to, indirect or consequential damages, damages for loss of opportunity or chance, or any damages whatsoever arising from use or loss of use, data, or profits, whether in an action of contract, negligence or other tortious action, arising out of, or in connection with, any information on the site or the use of the site or any other external website which is linked to www.one2one.nz

    Termination

    If, in One2One's reasonable opinion, you breach any of these terms and conditions, we may suspend, terminate or limit your access to www.one2one.nz effective immediately.

    Jurisdiction

    These terms and conditions are governed by the laws of New Zealand and disputes arising from matters relating to the site shall be exclusively subject to the jurisdiction of the courts of New Zealand.

    General

    If any of these terms and conditions are invalid or unenforceable, they will be struck out and the remaining terms will remain in force. If we do not act in relation to a breach by you of these terms and conditions, this does not waive our right to act with respect to subsequent or similar breaches. In these terms and conditions a reference to 'we/us' means a reference to One2One and a reference to "you" means any person at any time using or accessing the site at www.one2one.nz and includes their successors in title.

    Individualised disability support and care for people with disability in New Zealand, information for the Privacy Policy on the One2One website.

    Privacy Policy

    Appropriate levels of privacy and confidentiality are maintained in the collection, disclosure and storage of customers’ personal information.

    Policy Statement

    Appropriate levels of privacy and confidentiality are maintained in the collection, disclosure and storage of customers’ personal information.

    Procedures

    One2One will:

    1. Only collect and store information about the customer that is directly relevant to effective service delivery and One2One's duty of care responsibilities.
    2. Advise the customer and their family that One2One needs to record and store information appropriate to the support that One2One provides.
    3. Advise the customer and their family of their right to access the information that One2One keeps regarding the customer.
    4. Direct all requests to access information from customers and/or families to the Managing Director.
    5. Ensure that, when disclosing any personal information to another approved party, only relevant information is disclosed.
    6. Seek the written consent of the customer or family prior to obtaining information from or releasing information or images to any other source.
    7. Ensure that personal information is stored securely.
    8. Ensure that only those One2One employees who have a legitimate need to access the above information will be granted access.
    9. Ensure that One2One holds a customer’s personal information only as long as it is relevant to the delivery of effective services and One2One's duty of care obligations.
    10. Promptly investigate, remedy and document any customer grievance regarding privacy, dignity or confidentiality in accordance with One2One's Policy on Complaints and Disputes.
    11. Ensure that customers’ names or other identifying information is not displayed on whiteboards or notice boards that may be open to view by other customers or the general public.
    12. Periodically review customer files to ensure that personal information contained in them is still relevant.
    13. Ensure that customers and their families or advocates have been provided with an appropriate summary of One2One's Policy on Privacy, Dignity and Confidentiality and are informed that a full copy is available on request.