M a x   J a c k s o n   a n d  M a r g a r e t   R y a n  

A submission to the Victorian Parliamentary Inquiry into Abuse in Disability Services 

18 September 15

“Quotable Quotes” 

QuotableQuotesASubmissiontotheParliamentaryInquiryintoAbuseinDisabilityServices

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Quotablequotes1. Thissubmissionpresentswhataredescribedasquotablequotes.Thesequotesare

used to illustrate what some are saying is wrong with the disability sector inVictoria and why abuse, neglect, exploitation and violence have been allowed tofesterandspreadacrossthesectorlikeadisease.

2. In some instances the quotes have been extracted from other submissions. In

otherstheyhavearisenasresultof ‘focusgroups’undertakenbythewriters. Thewritersusetheterm‘focusgroups’todescribetheprocessundertakenbythemincollectingthequotes. Essentially, thisprocesscomprisedtelephoneconversationswith families, meeting with groups of families and discussing concerns withindividualfamiliesandotherwithasignificantinterestinthesector.

3. Other than quotes attributed to the writers, where their names are listed, the

anonymityofotherswhohavebeenquotedhasbeenpreserved.4. Essentiallythequotesdepictanger,frustrationanddistrustoftheprocessesandthe

powerplayers involved in thedisability sector. Thequotes are an indictmentonhow those inpositionsof responsibility,powerandauthorityhaveallowedabuseandneglecttobecomewhatthePublicAdvocatehasdescribedas“systemic.”

5. Theyarealso illustrativeofhow,despite thecatchcrypromotedby theDisability

Services Commissioner that “It’s OK to complain” ‐ In reality “It is not OK tocomplain”. Therealityisthatmanypeoplecontactedbythewritersexpressedtheviews captured by the quotation that, “The process for dealingwith complaints isunnecessarily elongated, investigations are not invoked and no one is called toaccount.”

6. Many of the quotable quotes are also reflective of how the rights of peoplewith

disabilitiesand their familieshavebeenpushedaside. Manyof thequotes reflectthe view as expressed by one respondent that, “There isagreater focusby thosewiththepowerprotectingtheirclubbyrelationshipandpreservingtheirownpatchatallcosts.”

7. The following quotable quotes are but a smattering of those conveyed to the

writers.Manymorecouldhavebeenincludedinthispaper.However,thewriterssubmit that those that follow are representative of the anger and frustrationprevailingamongfamiliesandthoseinvolvedinthefieldwhohaveadesiretoseethenecessarychanges,buthaveneitherthepositionnorthepowertoactivatesuchchange.

8. Thequotablequoteshavebeengroupedunderparticularheadingsasrepresented

bywell‐knownquotesthatdepictthethemeoftheindividualgrouping.9. Thewritershaveprovidedacriticalcommentundereachgrouping,wherebysuch

comments emphasise the significance of the quotations in the context ofCommittee’stask.

10. Thewritersemphasise that theCommitteemustbealert tonotbeing seducedby

the myriad of self‐interests and protectionism that pervade many of thesubmissions.Instead,itisabsolutelyessentialthattheCommitteeremainfocussedon putting people with disabilities and their families first. Addressing abuse,neglect, exploitationandviolence ismore thanabout fixingupcracksandgaps inthesystemandfillingholes,itisaboutholdingpeopletoaccount.

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Maintainingthefocus11. ThePeterPrinciple ‐"Managersrise to the levelof their incompetence."

LaurenceJ.Peter

“The problem is that many of those people who hold positions ofresponsibility for oversighting lack the ability tomeet the obligations oftheirpositions.”

“The level of incompetence displayed by some people in high places isfrightening.”

ACommentAs a somewhat insular service system, the disability sector places greatrelianceonplayersinkeypositionsmovingfromoneentitytoanother.Inthecontext of the safeguarding system and the link betweenwatchdog entitiesandseniormanagementofserviceentities, thispresentsasamajorconcern.It creates a high potential for some of these individuals failing to maintainobjectivity because they have difficulty in holding former colleagues toaccount. Of equal concern however, is the potential that because of thepositions held, there is lack of, or in some instance an absence of, publicaccountability and scrutiny – despite the level of competence orincompetence.

10. Secrecy–“Thesmallmansaidtotheother:“Wheredoesawisemanhideapebble?Andthetallmanansweredinalowvoice“Onthebeach.”G.K.Chesterton

“Whenever I have sought information from the DSC or a representative of

DHHSeveryconceivabletacticisusedtoavoidgivingmeananswer.Itwouldbeeasiertofindtheproverbialneedleinthehaystack.”

“HowconvenientareprivacyandFreedomofInformationinthatthesearethe

excusewheneverIseek informationaboutwhyparticularactionshaveeitherbeentakenornotbeentaken,andasconcerningmyson’sservice.”

“DespitethetitleasVictoria’sPublicAdvocate,itseemsasthoughfamilieslike

minewhohaveafamilymemberwithadisabilityarenotconsideredasbeingmembersofVictoria’spublic. ThePublicAdvocate ismore concernedaboutprotectingherCommunityVisitors rather thanprovidingme,asmotherandguardian, reasonable access to speakwith Community Visitors onmy son’sbehalf.”

AcommentThe negative experiences of many families are compelling and indisputable.Rather than deal with presenting issues in a timely and transparent mannerwhere progressing complaints and issues are facilitated, those in positions ofpowerandtowhomsuchmattersarereportedinsteadseektohidebehindself‐protectiveactions.

11.PowerandPolitics–“Powercorruptsandabsolutepowercorruptsabsolutely.”Lord

Acton.“Inpoliticsthemiddlewayisnoneatall.”JohnAdams

“Ihavenoconfidenceintheinquiry.Itissimplyapoliticalexercise.Ifanychangeis to occur then the only real impact will be for a Royal Commission to beestablished.”

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“Amajorproblemindisabilityisthepowerimbalancebetweenthosewhoareonthe insideandholdkeypositionsand thosewhoareon theoutsideandare therecipients of the self‐serving decisions of those on the inside. Unless thisimbalanceisredressedpowerandpoliticswillalwaysdominateandcontrol.”

“It is important to recognise that corruption is not only about or restricted tofraudulent or dishonest behavior. The failure of individuals to meet theirlegislative obligations, the failure of people to report abuse, the failure ofconsequencesbeingapplied,thefailureofstafftomeettheirdutyofcareandthefailureofmanagerstorequirestafftodotheir jobsareallformsof ‘corruption’.Justascorruptionhasmany forms sodoespolitics. Thedisability sector isnowsimply a political plaything where spin has taken over from honesty andtransparency.”

ACommentThedemiseoftheconceptof‘frankandfearlessadvice’beingreplacedbyspinandthe‘neverexplainandneverapologise’modusoperandiisnowendemicinthedisabilitysector.Indeed,thepoliticalimperativeofrepresentingthy‐selfasbeyond reproach, despite evidence to the contrary, now pervades the powerblock that controls the disability sector – the Pubic Advocate, the DisabilityServicesCommissioner,theSecretaryofDHHS,advocacyagenciesandthepeakemployer body as in the National Disability Services, along with Boards andChiefExecutiveOfficersoffundedentities.Thepoweroftheseentitieshasbeenallowedtotranslateintothepoliticsofinfluenceandcontrol.Amajorproblemwith power and politics is that self‐promotion and self‐preservation takeprecedenceoverwhatisbestforothersandonwhosebehalfthepowerbrokersshouldbeacting.

Justice–“Justiceistruthinaction.”BenjaminDisraeli

“Given theDSC has refused to investigatemy complaints about abuse andneglectanda failureofstaff tomeet theirdutyofcaretomydaughter, theCommissionerhasdeniedmeandmydaughterjustice.”

“There isno justice for families. Staffandmanagercanbullythemandyetthoseresponsibleforserviceprovisiongetawaywithit.Nooneisbroughttoaccount.Itisasickjoke.”

“Icanrelateactual instanceswherecomplaintshavebeen ignored, ‘painted

over’and simplydeniedand thenbeenallowed to continue. Youaremorelikelytoreceiveunwarrantedscrutinyifyouareaknowncomplainer,thanifyouareaknownabuser.”

“The brick‐walling of families who have loved ones with disability,

particularlythosewhodonoteffectivelycommunicate,hasinmyexperiencebecomeparforthecoursedespitetheprinciplesoftheDisabilityAct2006.”

“There appears to be a culture of hostility towhistleblowers thatmust be

addressed. Ourmembers advise that some levels ofmanagement are notacting on allegations of abuse and this view is supported by the recentYoorallacases.”

ACommentLike many areas, while a great deal has made of the rhetoric of rights andjustice,thedisabilitysectorisnodifferent.Allthisofcoursecountsfornoughtunless truth and justice are translated into action. Despite it being over a

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quarterofacenturysincelegislativefocuswasbroughttobearondisabilityasthroughthe1986IntellectuallyDisabledPersons’ServicesAct,truthandjusticearestillfarfrombeingactivatedintoreality.

13. Trust, Treachery and Accountability – “Who is to guard the guardsthemselves?”Juvenal

“IhavelostcompletetrustintheInquiry.UnlesstheCommitteeispreparedto

name those inkeypositionsanddetail their failurestomeet theirstatutoryobligation,thentheinquirywillachievenothing.”

“Whereistheaccountability? Whoholdsthosewhoareemployedtoprotectanddeliverservicestoaccount?Peopleinhighplacestalkaboutthefailuresof the system,yet theyarenotbrought toaccount for their failures. It isadisgrace.”

Asamothernowwell intomy seventiesandwithmy sonwitha disability

livingathome,Ihavelostalltrustinthoseresponsibleforthesystem.Ihavebeenwaitingsince1986formysontogetanaccommodationplace,yetnonehasbeenoffered.AmInotbeingabused?”

“InVictoria,ifyouloveyourchildandcareabouttheirsafety,well‐beingand

quality of life, you may be, as I have been, ignored, patronised andthreatened.”

“My personal experiences over recent years have led me to believe the

disabilitysectorhasacultureofcover‐upandvictimisingdirectcareworkersandfamilymemberswhomakenotificationsonbehalfofpeoplewholackthecapacitytonotifyabuseandneglectthemselves.”

“ThepublicadvocatetoldmethatCommunityVisitors"observe".Iaskedthe

public advocate if theywere "observing"while Yooralla clientswere beingraped?Thepublicadvocatedidnotanswermyquestion.”

“Iwanttoputmyviewsforwardasaclientofdisabilityservices.Ihavegone

toover7different serviceprovidersover the last2years,allattempting tofind onewhowill provide staffwho did not insult and ridiculeme orwhowouldactuallybewillingtodotheir job.Over40workers,I’vegivenupandacceptedthatifIamtoeatandwalkoutmyfrontdoorthenIhavetoacceptbeingabusedandswornat.”

“Abuse in the industry is rampant and the norm and every single service

providerconsideritthejoboftheirstafftoabuseandridiculepeople.Whileitistruethattheyconsiderrapeandmurdertobebad,theydonotconsiderthelowlevelstufftheydoeachandeverydayaswrong.Youonlyhavetospendtimeinmostoftheseagencieslisteningtohowtheytalkaboutclientstoknowthelevelofdisrespecttheyhaveforthem.”

“In2014 theprevious secretarywas found inbreachofdutyof careby the

courts.ThethenministerMaryWooldridgegavehersupporttothesecretaryGill Callister and her position was maintained until the new governmentarrived.Ifthesecretaryisfoundguiltyofbreachingherdutyofcaredismissalshouldbe immediateandtheappropriatesentencegiven–Beingallowedtocontinue to hold this position – is a disgrace and shows an acceptance ofaccommodatingabusewithinserviceprovision.”

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“The failure in investigation and related disciplinary action by services inresponse to abusive incidents perpetrated by staff is a crucial issue. The(DHHS) Residential services practice manual 3rd edition does not specifywhat action must be taken during an investigation of staff to residentviolence. Notwithstanding, the analysis suggests thatmany cases fall wellshort of normative procedural expectations, with staff failing to be stoodasideallowingcontinuedcontactwiththecomplainant.”

“…. asks the Parliamentary Committee to advocate for the inclusion of a

CommunityVisitorsprogramwithinthenewNDISqualityandsafeguardingframework, and for the strengths of the Victoria model to inform theVictorianGovernment’s position on appropriate quality and safeguards fortheNDIS.”

“The Committee must be  forthright and uncompromising.   Where appropriate 

and necessary, the Committee must be prepared to identify those people in the system who have failed to meet their statutory obligations and responsibilities.  This must be so, whether the failure relates to an entity watchdog, an individual role,  a  Departmental  Secretary,  a  Board  of  governance  or  a  Chief  Executive Officer.”  JacksonRyan

ACommentTrust is not enough; it can only be rewarded with the presence ofaccountability. Thetreacheryoftheabuseoftrust,unlessbroughttoaccount,willalwaysblossom.

14. Words–“Wordswithoutactionsaretheassassinsofidealism.”HerbertHoover

“Theideologues,theacademicsandtheseniorbureaucratsarehighonmoralplatitudesbuttheyareneverchallengedtoput forwardpracticalsolutions.Ideologyistheeasypart.”

“The ultimate test for the Committee in terms of its overall findings andrecommendations is todemonstrate the leadershipnecessary togobeyondsimplyprovidingcommentaryontheproblems.TheCommitteemustinsteadbebold instatingwhat isneeded to fixthem. TheCommitteemustdo thiseven though itwould involverecommending significantchanges tocurrentoversighting and governance entities and their personnel. The Committeecannot ignore the reality thatmoral choicesareat the coreofall casesofabuse, neglect, exploitation and violence. The moral choice for theCommittee therefore is to either call to account the people elements ofVictoria’scurrentoversightingand safeguarding systemor togodown theimmoralpathofdivertingtoandblamingthesystem.”JacksonRyan

“I am sick to death of hearing about aspirations and how all peoplewith

disabilitycan,withtherightlevelofsupport,contributetodecisionsaffectingthem. HowstupidisitofCommunityVisitorstosuggesttheycandeterminewhataperson’sneedssimplyby‘observing’.Let’sseethosewhopromotetheunattainabledemonstratetheirmagicianskills.”

ACommentThe pages of modern history of disability in Victoria are littered with high‐soundingrhetoric. However,manyofthosewhoconsiderthemselvesasbeingthe leaders of progressive thinking, while at the same time operating as thethoughtpolice, often expose ahugegapbetween thewell crafted languageof

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their ideology andadearthof explanationofhow their ideology translates inthepracticalsolutionsnecessarytoaddressthesystemandpeoplefailures.

15. PrideandArrogance–“Pridegoethbeforedestruction,andanhaughtyspiritbeforeafall.”TheBibleHewaslikeacockwhothoughtthesunhadrisentohearhimcrow.”GeorgeEliot

“Regardlessofviewsabouttheimplementationofsafeguardingmeasures,a

resoundingmessage from theevidence theCommitteereceivedwas that inmovingtoanationalsafeguarding framework,Victoriashouldnot loseanyofitsexistingsafeguards.”InterimReportp.60

“Victoriacurrentlyhasawell‐developeddisabilityQualityandSafeguardingFramework.Thisincludes(butisnotlimitedto)thelegislativeframeworkoftheDisabilityAct 2006, theOffice of theDisability Services Commissioner,OfficeofProfessionalPractice,OfficeofthePublicAdvocateandcommunityvisitor program, reporting of incidents to the Department of Health andHumanServices (DHHS),QualityStandardsand independentaccreditation,and the recently introduced DisabilityWorker Exclusion Scheme (DWES).This framework includes somevaluableelements thathavehelpedpositionVictoriaasbeinganationalleaderintermsofsafeguarding.

The modern legislative framework of the Disability Act 2006, whichemphasises the rights of people with disability and clearly sets out theresponsibilitiesofdisability serviceprovidershasbeenagoodguide to thesector. The active role of the Office of Disability Services Commissioner(ODSC)inencouragingpeoplewithdisabilitytospeakup,withthe‘It’sOKtoComplain’campaign,coupledwiththeon linecomplaintsrecordingsystem,has widespread recognition amongst disability service providers and hashelped improve the cultureandpracticeofdisability serviceorganisations.TheindependenceoftheCommissionerfromtheDHHS,anditsappliedfocuson disability, unlike other statutory offices around Australia, have beenstrengthsofthesystem.”

“To suggest there is some process or practice yet to be discovered that will stop abuse occurring is rejected as nonsense.  ‘Best practice’ in terms of identifying early  indications  of  abuse,  strategies  to  prevent  abuse  occurring  and  the specific needs of particular  cohorts  is  located  in  the  concept of duty of  care.  Best practice  is about always acting to ensure that duty of care  is carried out as the best practice.”  JacksonRyan

“Essentially, Recommendation 1 in the Committee’s Interim Report has largely 

ignored the fact that Victoria’s system and those responsible for it have failed.  Yet, even  in  the  face of  this  failure  the Committee has still been prepared  to suggest that the quality and safeguarding system “should not be diminished.”  This  is quite  ludicrous and suggests that the Committee has been more intent on  protecting  the  interests  of  the  key  players  in  the  system  rather  than acknowledging that many of the key players have failed in their duty of care to people with disabilities.”  JacksonRyan

“FrustratedwiththewaymycomplaintwastreatedbytheDisabilityServicesCommissioner I checked the written submissions to see what theCommissionerhadtosayaboutwhyhemanagescomplaintsthewayhedoes.Hisfourparagraphsubmissiontoldmenothing.”

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ACommentAnunholyarroganceseemstohavegrippedVictoriaoverrecentyears.Entitiesranging from successive State governments, educational establishments,businessentitiestosportingcodesarenotshyintellingus‘we’,ormoreoftenthatnot‘they’arethebest.WearetoldthatthisthatandtheotheristhebestinAustralia or constitutesworld’s best practice. And so it iswith the disabilitysector. Many submissions including watchdog entities never seem to tire oftellingushowgoodVictoria’ssafeguardingsystemis. Theyneverseemtotirein promoting the suggestion that Victoria’s system is leading theway and ineffect should become the framework onwhich theNDIS safeguarding systemshouldbebased.Yet,howcomethesesameself‐promotersseemtoconvenientlywanttoignorethefacts?Howcometheyignorethefactthatdespitemanyoftheelementsofoursystemhavingbeeninexistenceforoveraquarterofacenturyandmanyofthe key individuals havingbeen in their position for several years, the PublicAdvocate spoke of abuse and neglect being “systemic”? How come theOmbudsmaninitiatedherinvestigation?And,Howcomethisinquiryhasbeenestablished?We cannot beproudor arrogant about the systemsandprocesses inVictoriaand thoseresponsible for them. Norcanwebecomplacent. Theonlyway tocombat the gaps in the system and the failure of watchdogs to watch andprotect,andserviceproviderstoprovideservicesfreeofabuseandneglect,andtheDHHSSecretarytomonitorandtoactfearlessly,istofirstlybefullyawareof the deficits. However, of even greater import is to fully acknowledge thatalleging tobe the ‘best’ carriesnoweightgiven theSenate inquiry. Being thebestofapoorlotisnoadvertisement.Therealissueistobehonestaboutwhatneedstobefixedandwhoneedstoberemovedfromhisorherposition.A ‘paperingover’exercisewillnotaddresstheabuse,neglect,exploitationandviolence occurring in Victoria’s disability sector. The Parliamentary Inquirymustnotbeallowedtoturnintoa‘feelgood’exercise.Noonewinsfromsuchaweakapproach.

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