Nordoff-Robbins Music Therapy

Australia Limited

Staff Handbook

Nordoff-Robbins Music
Australia Limited

Therapy

Nordoff-Robbins Music Therapy Australia Ltd (NR) was founded in 1984

to promote the practice of creative music therapy, training and research.
NR is a non-profit company limited by guarantee, a registered charity and is
run by a Board of Directors drawn from business and the music industry.
NR is a member of the International Trust of Nordoff-Robbins centres
based in England, Scotland, USA, Germany, South Africa, Australia and New
Zealand.
NR runs the Golden Stave Music Therapy Centre which was built in 2001 on
the Penrith campus of the University of Western Sydney (UWS). The Centre
has four functions:
1.

Music therapy clinics:

Kingswood: Over 375 clients come to the Centre every week for
individual or group music therapy.
Glenbrook, Hills and Nth Clinic

2.

Training:

The Master of Creative Music Therapy is a two-year full-time course codelivered by UWS and NR. The Centre provides a teaching, study and
placement facilities for students.
3.Outreach:
The Centre provides outreach programs to a range of organisations.
4.Research and further education:
The Centre hosts research and continuing professional development
facilities for music therapists.
Mission
Statement
Nordoff Robbins is committed to providing music therapy for people in
need, training the future generations of Nordoff Robbins music therapists
and developing the effectiveness of music therapy through research.
Strategic goals
Guiding principles
o We will be famous
o We will lead Music Therapy in
Australia Strategic Objectives
Nordoff-Robbins Music Therapy Australia Staff Handbook and Code of Conduct (updated June 2015) page 2

o We will embrace Community Music

o Our Brand will reflect our aspirations
o We will have a National Footprint

Nordoff-Robbins Music Therapy Australia Staff Handbook and Code of Conduct (updated June 2015) page 3

o Music & Entertainment Industry will embrace us

o We will partner as appropriate to drive growth
o We will train high quality RMTs & Community Musicians
o We WILL be sustainable within 2 years
o We will be the preferred employer for Music Therapists
o We will have a best practice governance model & energetic Board
Working at the Golden Stave Music Therapy Centre
Opening hours
The Centre is open for business Monday Friday 8.30am 5.00pm.
Sessions sometimes take place outside business hours.
General security
To keep the Centre a secure and safe environment please note:

Students, Volunteers and visitors need to sign in and out in the

register at reception.
This book will be referred to in case of an emergency evacuation.
The front doors should only be left on automatic when someone is in
the administrators office

The kitchen door should not be left propped open

At the end of the day portable equipment e.g. laptops, cameras

should be put in the store room.

If staff or students are leaving the Centre after dark it is

recommended that staff/students bring their car up to the Centre car
park.

At weekends the front doors should be kept locked when working alone
or with others.

Emergencies
In the event of a fire or other emergency, the Practice Manager will follow this
procedure:
1.Call the Emergency Services: 000
2.Call Security on Ext: 2431 or car unit on 2300
3.The administrator needs to:

- Ensure that all doors and windows are closed but not locked
- Ensure that those persons being evacuated do so in an orderly manner
- Ensure that others being evacuated aid any person with a disability
- Establish that your area of responsibility has been cleared

4.Ensure all persons evacuate

the Centre via:
a) Exit/Front Doors
b) Exit/Back Door

A copy of the evacuation plan is located on the front door, in the staff
room and in the kitchen. Each staff member has a copy of this
evacuation plan.

5.The Administrator records the names of all persons and gets authority
from the emergency services or security before re-entering the Centre.
First
Aid
Should there be any accident, injury or loss it must be reported
immediately to the Practice Manager If possible, a statement from the
person concerned at the time should be obtained and the incident is reported
in the Incident Book by the member of staff concerned.
The CEO, Practice Manager and Head of Clinic Operations are trained in first
aid and there is a First Aid kit in the managers office.
Hygie
ne
In case of soiling, wetting or other spills in the therapy rooms there is an
emergency cleaning kit under the kitchen sink.
It is the responsibility of the therapist to clean up before
the next session.
Therapists are responsible for wiping and disinfecting piano keys, beater
heads etc with the antiseptic wipes provided. Horn mouthpieces should be
cleaned with a Milton solution.
Breaka
ge
All breakages or damage must be reported to the Practice Manager. Any
broken glass or sharp objects needing disposal must be carefully and
appropriately disposed of to avoid injury.
Office
equipment
The staff room computers and DVD copying equipment are for staff use.
Everyone is responsible for keeping the room tidy. Each computer desktop
has an MT folder which is a shared folder. Therapists have access to the
RMTs folder.

The Centres computers are linked with the UWS network system and
therefore all staff must comply with UWS policy on IT. If the IT department
at UWS believes that unethical or illegal activities have occurred,
procedures will be followed in accordance with UWS policy.
Any problems encountered on computers should immediately be referred to
the Practice Manager who may then approach the IT helpdesk.
Use of Screen Based
Equipment
Screen-based tasks should be organised so that breaks from concentrated
activity at the display screen are available throughout the day. Work should
be organised so that screen based tasks are interspersed with other work.

Instruments and rooms

All therapists are responsible for general tidiness of rooms and basic
maintenance. Instruments should be returned to their place in the
workrooms or storeroom at the end of the session - or the end of the day.
Dirty dishes should be placed in the dishwasher.
Libra
ry
Music and books in the library are for use by staff and students. Music can
be copied but not loaned out. Books can be borrowed and signed out in the
Loans Book
Photoco
pier
The photocopier is there for use by staff as part of their work. Private use
should be kept within reason and copies will be charged at 10c per single
copy. There is a log book for private copies.
Smoki
ng
Smoking is prohibited on
campus.
Parki
ng
Parking at the Centre is reserved during working hours for clients use. All
staff are responsible for their own parking on the campus in accordance with
UWS charges and rules.
Employment Policies and Procedures for
staff and contractors
It is the policy of NR to grant equal employment opportunity without
regard to race, age, marital status, religion, gender or national origins.
Personal
details
On joining the Centre staff will need to give personal information for their
Personal Data File (home address, phone number, a list of emergency
contacts, information relating to pay, superannuation etc.) Unless the
Centre is legally compelled to divulge it, this information will be kept
confidential.
Pay
Arrangement
s

Salaries or fees are paid by direct deposit to a nominated bank account.

Changes in banking arrangements should be directed to the Practice
Manager. Two weeks should be allowed for redirection. All staff must submit
fortnightly time-sheets on a Wednesday before 10am in order to be paid.
Contract therapists need to submit an invoice on a Wednesday before
10am in order to be paid.
Dres
s
All staff should dress to maintain a professional image
of the Centre.
Contract and Position
description
Each member of staff receives a contract and job description outlining their
terms and conditions of employment/engagement.
Probationary
period
New employees/contractors complete a probationary period outlined
in their contract.

Absences
In the event of absence through illness the Practice Manager or Head of
Clinic Operations should be notified as soon as possible.
a) Contractors
Absence from duties, forms are available in the RMT desktop folder.
b) Employees
All employment will comply with the Fair Work Act 2009. For details see:
http://www.fwa.gov.au
Annual
Leave
Members of staff are entitled to 4 weeks annual leave or pro-rata in
accordance with the National Employment Standards (NES). Leave is
approved by the CEO.
Personal/carers/compassiona
te Leave
The Centre may request evidence of illness or accident. A doctors
certificate may also be requested where there is a history of regular
absence. Entitlement to such leave is in accordance with the NES.
Long
Service
Leave
Long service is in accordance with the State Long Service Leave Act
1955 No 38 or subsequent amendments. Long service leave is
available after an unbroken employment period of 10 years.
Community Service
Leave
Applications for leave for should be discussed with the CEO. Members of
staff called for Jury Service should notify the, CEO and the Practice
Manager immediately.
Parental
Leave
See Fair Work Act 2009. http://www.fwa.gov.au
and the NES.
Leave Without Pay
Applications for leave without pay should be discussed with the CEO.
Study Leave or Leave to attend professional development

Applications for study leave or leave to attend professional

development will be at the discretion of the CEO.
Performance Review
All staff members and contractors receive a Performance Review annually
A copy of the review form is in the MT shared folder.

Insuran
ce
a) Professional indemnity
insurance
Professional indemnity insurance for music therapists is the responsibility
of each individual RMT as a condition of employment/engagement.
b) Workers
Compensation
All staff/contractors are covered by workers compensation benefits,
irrespective of salary in accordance with the Workers Compensation Act
applicable in New South Wales.
All accidents which occur during working hours or, where applicable
under State legislation, accidents on the journey to or from work, will
be considered for workers compensation. Therefore staff is required to
give notice of any work-related injury to the CEO or Practice Manager as
soon as practicable after an injury occurs, to be recorded. A report may be
sent to the insurer regardless of whether a workers compensation claim is
to be lodged. This protects staff members rights, as some minor injuries
may develop into more complicated injuries.
Any absence on workers compensation must be covered by a certificate
issued by a qualified medical practitioner and a certificate authorising a
return to work.
If staff have been unable to work for 12 weeks or more and have an
accepted workers compensation claim, a return to work plan will be
developed.
Insurers will usually accept certificates and accounts from a medical
practitioner or a public hospital but they reserve the right to refer cases to
their own medical practitioner or specialist medical practitioner.
Public
liability
insurance
Public liability insurance is principally to cover NR against claims by
members of the public against accidents involving injury or loss. Should a
client, carer or other visitor advise staff of any accident, injury or loss, it
must be reported immediately to the Practice Manager who will advise the
CEO. If possible, a statement from the person concerned at the time
should be obtained and the incident is reported. This statement can be
verbal but should be written down immediately in the Incident Book by the
member of staff concerned.

Therapy equipment
insurance
This policy insures the therapy equipment owned by NR for use both at
the Centre and for outreach projects, including travel to and from the Centre
for outreach.
Sometimes therapists use their personal instruments as part of their work.
Please note that the Centres insurance does not specifically cover
instruments other than those belonging to NR. It is recommended that RMTs
do not bring valuable instruments to the Centre as NR cannot be
responsible for their damage or loss.
Resignat
ion
Staff who wish to terminate their contract are required to do so in writing
with appropriate notice in accordance with their contract of employment or
engagement.
Conflict
Resolution
Many workplace disputes arise from unintentional miscommunication or
misunderstanding. NR encourages staff to attempt to reconcile differences
directly and informally.

Compla
ints
NR aims
to:
a. create a working and learning environment where all members of
staff are treated with dignity, courtesy and respect
b. provide an effective procedure for complaints based on the
principles of natural justice
c. treat all complaints seriously and in a sensitive, fair, timely and
confidential manner
d. take immediate action to resolve the complaint
e. guarantee protection from any victimisation or reprisals
f. promote appropriate standards of conduct at all times
Sexual
Harassment
NR is committed to ensuring that its work and learning environment is
free from sexual harassment, that sexual harassment will not be tolerated
under any circumstances that action will be taken against any staff member
or student who breaches this policy.
Sexual harassment is any unwanted, unwelcome or uninvited behaviour
of a sexual nature which makes a person feel humiliated, intimidated or
offended. Sexual harassment can take many different forms and may
include physical contact, verbal comments, jokes, propositions, the display
of offensive material or other behaviour which creates a sexually hostile
working or learning environment. Sexual harassment can occur between men
and women; women and other women; and men and other men.
Grievance
Procedure
It is NR policy to deal with a complaint quickly and fairly. A complaint of
any kind should be brought to the attention of the staff members
manager/supervisor or the CEO. The manager/supervisor will take steps to
resolve the complaint with the parties concerned. If this is not possible then
a mediation process will be offered.
To initiate the mediation process, a staff member should file a written
statement with the CEO. The statement should contain the following:

A description of the parties involved

A brief narrative of the condition giving rise to the dispute,

including facts alleged
A statement of the remedy sought

A statement of informal attempts at resolution

The CEO will either conduct a mediation session or, at the request of
those involved, will arrange for mediation by an impartial outside party, by
whose assistance those in dispute will seek a mutually acceptable
resolution in the interests of all parties and NR. If mediation does not
produce satisfactory resolution within thirty calendar days, the mediation
process will be deemed to have failed.
If mediation fails, the CEO will refer the matter to the Board of Directors and,
together with the Board, will decide upon a course of action.

Disciplinary Procedure
In the event of a disciplinary action relating to either standard of work
or professional behaviour, the following procedure will be followed:
1. One verbal warning by the manager/supervisor. The warning will
specifically indicate where a staff members performance/behaviour is
inadequate and possible remedies may be suggested. If there are
reasons preventing the staff member from improving their
performance, they will be discussed to allow appropriate action to be
taken.
2. After consultation, if the situation still persists, a formal warning will
be issued by the CEO. The warning will be issued in writing in a formal
meeting with the CEO and the relevant manager/supervisor. The
member of staff will be required to endorse receipt of the warning. The
warning will be placed on the confidential employment file and
retained.
3. A plan to assist the employee to address the issues relating to the
written warning will then be formulated and regularly reviewed.
4. A second written warning will be issued if the problem persists or
reoccurs following the same procedures as step 2. Again, the staff
member will be required to endorse receipt of the warning.
Each circumstance will be assessed individually. In some cases failure
to improve after the written warning may lead to dismissal. If the
Centre decides that a member of staff is to be dismissed they will be
given an opportunity to give an explanation defending themselves in
a meeting with both the immediate supervisor and the CEO. They
are entitled to have someone support them at this meeting.
Continuing Professional Development for therapists
The AMTA requires all RMTs to undertake Continuing Professional
Development (CPD) as part of ongoing registration. The following is based
on their CPD framework see www.austmta.org.au.
NR supports CPD through
Professional supervision
Workshops
Staff meetings

Opportunities for composing, writing, publishing and giving talks or

presentation on music therapy; writing about music therapy etc.

Continuing Professional Development for Administration staff

Apart from the annual performance review NR encourages staff to attend
seminars, workshops and training connected to their work.

Policy on dealing with

Behaviour at the Centre

Challenging

Challenging
behaviour
As part of the work of the Centre we may experience difficult challenging
behaviours. Clients come to us because of a need often this is a
disability but not always by any means. Challenging behaviours can
include:

Head banging

Self harm
Biting
Aggression

Threatening behaviour
Screaming and shouting
Sexually inappropriate behaviour
Hitting/throwing instruments

Causing or threatening damage

As part of our music therapy training in lectures and on placement we

all hopefully learn something about managing difficult behaviours and
what their causes are. As RMTs at the Centre we continue learn on the
job and can bring issues to supervision. The following policy has been
formulated as a policy for the Centre and its staff.
Behaviour
Management
In the event of an incident involving a clients aggression, or severe
challenging behaviour which poses a serious threat, the paramount
consideration is the safety of the client, other clients, Centre staff and any
others in the vicinity.
The following guidelines cover any event where an incident occurs within the
Centre building or immediate surrounds.
This document also applies to the management and/or removal of any
unwanted person on the premises.
Definition
of
Behavioural Risk
A client or visitor could be assessed as posing a risk if exhibiting one or
more of the following behaviour on the Centre premises:

Verbal abuse, verbal aggression, verbal threats directed at others

Nordoff-Robbins Music Therapy Australia Staff Handbook and Code of Conduct (updated June 2015) page 10

 Physical aggression or threats of physical aggression towards others,

or towards Centre property
Actual physical assault on another person or damage to property

Self-harming behaviour
Exhibitionist or other inappropriate behaviour
Evidence of intoxication by alcohol or under the influence of another
substance

Nordoff-Robbins Music Therapy Australia Staff Handbook and Code of Conduct (updated June 2015) page 11

Behaviour
management plans
Strategies to Minimise
Risk
1) Prior to the client attending the Centre, ensure that potentially
aggressive and
challenging clients are noted, screened at point of referral. Referrals
should disclose:
a. behavioural issues
b. possible risks to self or others
c. established strategies for behaviour management
2) Client information should be regularly updated (on a term-by-term
basis)
3) The referring organization/primary carer has duty to inform the
Centre of any
significant or recent events, including behavioural incidents,
changes in medication regime, routine, etc
4) Ensure that therapists and attending Centre staff are aware of
relevant
or
new
informati
on
Containing and Managing Immediate Threat
1)

Watch for signs of escalation in client mood or demeanour. Signs may

include:
Fidgeting
Restlessness
Agitation

Changes in expression, tone of voice

Any other signs of anxiety or tension
Be aware of any triggering events and take steps to avoid them or
prevent them escalating
Also be aware that a state of heightened mood and potential
aggression may occur rapidly and without obvious triggers. At this
point, keeping calm and providing reassurance may be adequate in
preventing further mood escalation. Speak clearly and concisely. The
client may respond positively to being removed from the room, or
building. This also minimizes risk to others.

2)

In the event of possible heightened mood leading to aggression, or

abusive behaviour, ensure that other personnel are moved calmly and
quickly away from the perpetrator. This may be to the tutorial room, or
outside the building.

3)

Attempt to contain any potential risk by closing doors to other rooms

and exits where possible, and preventing other personnel from entering
the immediate vicinity.

4)

The service provider or person responsible for the primary care of

client should be contacted in the event that the accompanying
carer/educator is unable to do so.

5)

Centre staff should not attempt to physically restrain the client, but in
the event of self- harm, the client should not be left alone. Campus
security may need to be alerted in instances where physical restraint
is necessary to prevent further harm.

6)

Should the threat of violence and physical harm to Centre personnel

be assessed as high, follow evacuation plans and leave the building

7)

In the case of a suspicious person entering or attempting to enter the

premises, UWS campus Security should be alerted immediately. No
staff member should be left alone with such a person. Note: Security
should be advised even if the person has voluntarily left the premises.
UWS Security Department phone no: 4736 0431 or ext no: 2431 car
unit no: 4736 0300 or ext no: 2300.

Post-Incident
Response
will include:
1) A debriefing for all affected staff
2) A critical Incident Record to be completed.
The original to
be held by WH&S
representative, and a copy to be placed on client file
3) The UWS Occupational Health and Safety Report also to be
completed and given to WH&S representative.
4) Referral for counselling will be made by Centre Management or OH&S
representative if necessary.
5) Continue to monitor staff member and any other personnel who may
be affected by the incident.
6) Centre management has the right to refuse the client further
services, or to suspend
services until satisfied that risk of further incident in no longer high.
7) Ensure that staff have access to information necessary to the risk
management process
(eg relevant client information, First Aid officer, WH&S policy and
representative, reporting process)
8) All incidents will be reviewed by Centre management, so that causes
and contributing
factors may be identified with a view to preventing further occurrences.
Working with
and volunteers

students

All members of staff who have contact with the Master of Creative Music
Therapy students at the Centre must behave ethically and professionally.
The ANR Code of Ethics details what is expected in the relationship
between lecturers, supervisors and students.
Working with volunteers should be conducted with professionalism and
sensitivity and awareness of the volunteers age, experience and reason for
volunteering. Those working with volunteers should maintain liaison with the
Practice Manager.
Work
Health
and Safety
The following is the Work Health and Safety Policy for the Centre. This
policy statement is elaborated by a detailed set of procedures which can
be found on the NR shared folder. The staff WHS representative is the
Practice Manager, Brenda Simmonds.
WHS
Policy
Statement

Nordoff-Robbins Music Therapy Australia Limited is committed to

protecting the health and safety of all our staff at the Centre and to
promoting the highest practicable standard of occupational health and
safety within the Centre and to ensure compliance with the legislation and
associated regulations, standards and codes of practice for occupational
health and safety, in order to provide the necessary direction and
support
to
ensure
the
Centre
meets
its responsibility
and
accountabilities under the requirements of the work health and safety
legislation and associated regulations and to provide clear guidelines for all
who make use of the Centre (Staff, Employees, Consultants, Clients and
their carers, students and all other visitors).

In conjunction with this policy, a series of procedures and programs on

specific safety and health matters will be prepared, issued and reviewed
on a regular basis or as legislative changes occur.
a. providing or maintaining equipment and systems of work that are
safe and without risks to health;
b. maintaining places or work under their control in a safe condition
and providing and maintaining safe entrances and exits;
c. making arrangements for ensuring the safe use, handling, storage
and transport of
equipment;
d. providing the information, instruction, training and supervision
necessary to ensure the health and safety at work of employees,
students, contractors and others;
Responsibil
ities
The CEO has overall responsibility for the safety of all activities within
the Centre and is responsible and accountable to the Board of Directors.
All staff and any consultants, have a duty to provide and maintain, so far
as is practicable, a working environment that is safe and without risks to
health.
Each staff member is responsible for observing all safety rules and
procedures. These will be issued as safety policies, procedure manuals and
programs as necessary.
Code of Conduct
Introduction
This Code of Conduct is based on the
principles that staff:

Work for Nordoff-Robbins Music Therapy Australia with professionalism,

objectivity and integrity and in the best interests of clients, colleagues
and students.

Maintain the confidentiality of information received in the course of

their duties except where required to disclose it by law.

Avoid real or perceived conflicts of interest.

This code of conduct establishes standards of behaviour expected from

members of staff and is a guide to resolving ethical issues. While a code of
conduct is not capable of providing answers to all ethical questions which
arise, nevertheless, it provides a framework for appropriate conduct in a
variety of contexts.

Music
therapists
All music therapists working at the Centre will be Registered Music
Therapists with the Australian Music Therapy Association and therefore be
bound by the Code of Ethics of the AMTA. New music therapy graduates
must have AMTA registration completed or pending.

Personal
and
professional behaviour
Professional behaviour between staff should be maintained at all times. All
staff must be fit to perform their duties unimpaired by the effects of alcohol
and drugs. Alcohol may not normally be consumed during work hours.
In relating to clients, members of staff must avoid forming personal
friendships which could prejudice impartiality or undermine the integrity of
NR. The soliciting of gifts or favours is prohibited. Appropriate gifts in the
normal course of events (e.g. Christmas or a client leaving) are permitted.
All members of staff who have contact with the Masters students at the
Centre must behave ethically and professionally. The ANR Code of Ethics
details what is expected in the relationship between lecturers, supervisors
and students.
In the performance of their duties all
staff should:

(iii)

(i)

Maintain and develop knowledge of their professional field.

(ii)

Be familiar with legislation relevant to their official responsibilities.

Maintain standards of professional behaviour with regard to

punctuality, appropriate dress etc. in day-to-day work.
(iv)

Switch off mobile phones where this may be disruptive to the work
environment

Public comment and the use

of information
While members of staff have the right to make public comment and to enter
into public debate on political and social issues, there may be circumstances
in which they should clearly indicate that their comments are being made
in a private capacity and should not be attributed as official comment of
NR or the Centre.
Confidential
Information
All client information must be treated confidentially
and with respect.
Information
Ownership

Information ownership covers a wide range of

areas, including:
computer software and hardware
documented internal procedures and policies
recordings of clinical work and associated notes
documentation connected with clinical work and projects
member/donor/sponsor listings
strategic planning documents
operational guidelines
training manuals
logos
financial data
contact lists
All such items developed during work time by staff is, and shall remain as
the sole and exclusive property of NR. No member of staff shall directly
or indirectly use, disseminate, dispose of, communicate, divulge, copy or
publish any confidential information or part thereof for their own benefit or
that of another without written approval from the CEO. Compositions and
improvisational material developed by therapists as part of their clinical
practice at the Centre will

remain the property of the therapist. In the event of publication,

acknowledgement of the role of the NR and the Centre should be made.
If a staff member is giving a presentation using work with a Centre client,
permission from the client and the Centre must be sought. This condition
remains in place even when a therapist no longer works for NR.
All rights of ownership and copyright remain with NR. In the case of
licensed software, use is limited exclusively to activities on behalf of NR and
such software remains the property of NR.
Conclus
ion
This Code may be altered from time to time to take account of changed
circumstances or new situations.
While this Code is intended to provide practical assistance for staff of the
Centre faced with ethical challenges, it is ultimately up to the individual
staff member to recognise the ethical dimension in their work and to give
proper attention to the values which should inform their actions or
decision. Where there are any concerns, discussion within the Centres
team will normally resolve the issue.
The above draws on the Codes of Conduct for the University of Western
Sydney (Hawkesbury) and the Departmental Code of Conduct and Ethics
(NSW Department of Community Services).