Queensland

Protocols for customers and families at our support service locations in Queensland.

Resources for customers and families

These documents have been prepared for customers and families to help explain Traffic Light Protocols and restrictions in Queensland.

Site protocols

QLD
When does this applyWhen does this apply
Visits to homesVisits to homes
Customers leaving their homesCustomers leaving their homes
Medical appointmentsMedical appointments
Flexible supportFlexible support
Mask RatingMask Rating
BLACK
When does this applyThere is a positive case of COVID-19 or a suspected case where a person has flu-like symptoms or has been in contact with a positive case.
Visits to homesNo visits permitted at the home to ensure that we stop the spread.
Customers leaving their homesCustomers will need to stay home until the rating is lowered and any self-isolation periods and re-tests (where required) have been completed.
Customers will not be able to stay overnight away from the home.
Medical appointmentsAll non-essential appointments will be done via telehealth.
Flexible supportGroup based flexible supports will need to stop.
Mask Rating4
RED
When does this applyThere may be a lot of people being tested for COVID-19 in an area. Government is calling these hot zones or hot spots.
Visits to homesIn following government guidelines there are restrictions on visits to the home. Only staff, people providing care and support to customers and emergency workers are allowed in the home.
Customers leaving their homesWe strongly encourage customers to stay at home unless it is for a reason that the Government says is allowed. Customers can stay overnight away from home, but we would prefer they stay at home for their own safety.
Medical appointmentsAll non-essential appointments are allowed. We still would like to make use of telehealth appointments where it makes sense.
Flexible supportWe will provide in-home flexible supports where staff will wear masks and gloves.
For group based flexible supports we will review whether services can stay open based on Government restrictions and advice. We will need to work with customers that have health conditions that may put them at risk. Numbers and activities may be restricted so please check with your local teams.
Mask Rating2-3
AMBER
When does this applyThere may be concern that COVID-19 could spread in an area. We may have some customers where we need to take extra steps to keep them safe.
Visits to homesFamily and other visitors are limited to 2 x 1-hour visits per day. These need to be booked in with staff ahead of time.
Only visits by those providing care and support are allowed into the home.
Customers leaving their homesCustomers can leave the home in line with Government advice; however, we encourage customers to stay home as much as possible to keep them safe. Customers can stay overnight away from home, but we would prefer they stay at home for their own safety.
Medical appointmentsAll non-essential appointments are allowed. We still would like to make use of telehealth appointments where it makes sense.
Flexible supportWe will provide in-home flexible supports where staff will wear masks and gloves.
For group based flexible supports we will review whether services can stay open based on Government restrictions and advice. We will need to work with customers that have health conditions that may put them at risk. Numbers and activities may be restricted so please check with your local teams.
Mask Rating2-3
GREEN
When does this applyThere are no positive cases of COVID-19 in an area.
Visits to homesMinimal restrictions on how many times family and others can visit the home, in line with Government directives.
Visits still need to be booked in advance.
Customers leaving their homesNo limits on customers leaving their home in line with Government restrictions and advice.
Medical appointmentsAll appointments are allowed. We still would like to make use of telehealth appointments where it makes sense.
Flexible supportThese can go ahead as individual or group-based activities in line with Government restrictions. Numbers may be restricted per session so please check with the local teams.
Mask Rating1-3
Masks
Wearing of masksWearing of masks
Mask Rating 4
Wearing of masksN95 masks must be worn at all times.
Customers are encouraged to wear masks, but it is not compulsory in their home.
Mask Rating 3
Wearing of masksSurgical masks must be worn at all times.
Customers are encouraged to wear masks, but it is not compulsory in their home.
Mask Rating 2
Wearing of masksSurgical masks must be worn inside a home or in the service but is optional when outdoors.
Customers are encouraged to wear masks, but it is not compulsory in their home.
Mask Rating 1
Wearing of masksStaff are encouraged to wear masks where they have close contact with customers. Wearing of masks for staff and customers inside and outside of the home is optional.
IMPORTANT NOTE: These protocols DO NOT override any state-based directives for Care Facilities. These need to be used in conjunction with the Queensland Government’s advice. If in doubt, its best to talk to the support staff at your service.