This video is by Eating Disorders Victoria. It talks about how we work together if you use our services.

Links mentioned in the video:

• Contact Eating Disorders Victoria on the Hub.
• Salesforces privacy policy.

The following information outlines our process for working with our service users. It’s about what you need to know to give consent to start working with us.

We work in collaboration

At EDV, we work in collaboration with you to help you to meet your goals. We believe that while you are the lead of your journey, our work together is a mutual partnership with active participation from both sides. We also value collaboration within and across our services to enhance your support.  

Our teams may engage in supervision and multidisciplinary team meetings to discuss cases to enhance our services. If others are involved in your care outside of our organisation, we believe it is best practice that we engage with them where appropriate. This might be your support people or professional team such as a therapist, GP, dietitian etc. We will ask for your consent prior to any external collaboration and talk through what you’re comfortable to share prior to any communication with them. 

All engagement with EDV is voluntary

Reaching out to EDV, in any capacity, can involve you stepping out of your comfort zone and it can be challenging and/or confronting. We are here to support you, and we expect that you will respect us, just like we will respect you.

For your wellbeing and privacy, we request that you find a private and calm space. We understand that sometimes things come up and you are unable to make your appointment, we ask that you please give us 24 hours’ notice if you can’t attend a session. 

You may withdraw your participation at any time by emailing us or talking to an EDV staff member. We value transparency and trust, and we aim to be open in our engagement with you to enhance the support we give you. If, for whatever reason, we believe that our programs or services are not the most appropriate to meet your needs, we will discuss this with you and what might be a better fit. 

For people under the age of 16

EDV need to know that you have a trusted adult on your side, ideally a parent/guardian or a trusted adult like teacher or mental health worker. We’ll ask them to sign this document to show their awareness and then work with you to work out the best way to involve them in helping to support you. 

We commit to safety

We have a duty of care to ensure the (physical and psychological) safety of people who engage with our services and our staff. If there is a situation in which you, or someone else’s safety, is at risk, we are required to respond appropriately. We will aim to work with you to agree to next steps and only share information that is relevant to keep you safe.    

If there is a serious risk of harm to yourself/others (either in person or online), we may engage emergency or specialised services for support and intervention to ensure your safety. Again, where possible we will work with you during this time however will act to ensure that appropriate care is received in an appropriate timeframe.

We have a zero-tolerance policy towards violence, aggression and/or violent threats. We have an obligation to provide a safe and healthy workplace where people are not subjected to aggression and/or violence. This policy is in place for both our staff and people who use our services. Breaching this policy can lead to the termination of contact with EDV.  

We value feedback

We value your feedback and strive to continuously improve our services and programs. To gain feedback, we provide evaluation forms for you to complete following sessions or at the end of your engagement. If you would like to provide any feedback, please speak to an EDV staff member or email [email protected].

To make a complaint, visit our complaints page.

We take privacy seriously

If you engage in our services via telehealth, please ensure you have a private and comfortable space to join from to protect your privacy and the privacy of others you might engage with (e.g., facilitator or other group members).

EDV is committed to managing and protecting the privacy of personal information we collect, hold and administer in accordance with the Privacy Act 1988 (Cth), the Health Privacy Act 2001, the Information Privacy Act 2014, and Victorian Privacy Laws as well as other laws and legislation, which impose specific obligations when it comes to handling information.  

We commit to the security, integrity and privacy of your personal information, and we seek to protect your personal information from misuse, interference, loss, unauthorized access, modification or disclosure. We will only disclose your personal information to others with your consent, unless we are otherwise required or permitted to do so by law. How we use your personal information will depend on your reason for interacting with us, including whether you are seeking information, support or other services from EDV, are a health professional, or are looking to work with us. All data collected shapes EDV services and contributes to advocacy to improve the wider service sector.   

The following information outlines how personal information is collected, used and stored within EDV: 

This section outlines your rights and responsibilities at EDV. It’s about how we work together and treat each other during your time with us.

EDV is committed to the safety and wellbeing of all engaging with our services. Every person involved with EDV has a responsibility to understand the role they individually and collectively play to ensure our services are inclusive to all. That we offer a safe environment for those who visit either virtually or in person with opportunities for all voices to be heard.

We will do this by ensuring that clients have the right to:

• Access services of the highest standard, that are free from any form of discrimination or marginalization, regardless of social status, age, race, gender, culture, language, sexuality, spirituality or political belief.
• Access adequate information to make an informed choice about participation in services or programs.
• Access appropriate and comprehensive information about eating disorders, treatments and services.
• Choose what information is disclosed about themselves.
• Involve a support person or advocate at any time.
• Contribute to decisions regarding care and support.
• Know the first name and role of the staff providing support and expect that staff will comply with EDV’s policies and procedures, core values, guiding principles and code of conduct.
• Expect that personal information will be handled in accordance with EDV privacy policy.
• Access an accredited interpreter at any time, which EDV will arrange through the Department of Health & Human Services’ language services credit line.
• Receive support without other people being involved (provided there is no imminent risk of harm to the client or another person).
• Access information contained in their client record, in line with relevant laws and EDV client records policy.
• Voice their concerns or make a formal complaint about an EDV service they are receiving.

In return, EDV asks that all clients engaging in EDV Services are responsible for:

• Being respectful and courteous of others, including EDV staff, volunteers, and other clients.
• Respecting the rights, opinions and needs of others involved in EDV services and programs.
• Taking responsibility for and accept the consequences of their own informed decisions.
• Ensuring they are in an appropriate quiet and confidential space when accessing EDV services online or via telephone.
• Involving a support person (family, friend, carer), when appropriate and / or required, in their treatment and informing EDV regarding what information to share with them.
• Providing accurate information about themselves in order to receive the best and most appropriate care.
• Maintaining confidentiality regarding information about other EDV clients.
• Being respectful of EDV’s property.
• Understanding that EDV is required to disclose information when there is a serious and imminent risk to a person’s life.
• Attending the service in a fit state (not under the influence of illicit drugs or alcohol).
• Adhering to EDV Terms of Use regarding participation on the Recovery Forum, at Support Groups and other services provided.
• Keeping to scheduled appointment time. If there is a need to cancel or reschedule, we ask that you provide at least 48 hours’ notice.