MHCC Organisation Builder (MOB)

The Policy Resource Glossary

Click on each glossary entry below for an expanded definition.

  • Consumer

    The term "consumer" is used respectfully throughout this Resource to refer toa person with lived experience of mental illness/recovery who accesses treatment, care and/or support. We prefer "person-first" language, and where possible we use it. However, to assist with ease of reading, the term "consumer" is used.

    Different labels may used to describe any person according to particular situations; for example, student, job-seeker, parent, member, participant, employee, individual, young person, older person; CMOs may use this type of (or other) terminology where we use "consumer".

    What is most important is that we recognise and express that we are all people - sometimes being helped by, and at other times helping, other people; it is not "them and us" - it is "all of us".

    Note: we are not prescribing particular terminology; it is up to the CMO to consult with people who access its services and then determine what terminology will be used.

  • Decision Making, Rights & Feedback items

    Relates to supported decisions, dignity of risk, feedback, personal records, privacy, abuse, injury and neglect.

  • Family, Community & Diversity items

    Relates to broader context and natural support networks.

  • Guidelines

    Recommended directions which require critical evaluation, and shaping to unique circumstances, before being accepted or used.

  • Policies

    Rules about what should happen and why.

  • Policy Resource Categories

    Were developed by the Policy Resource Reference Group after potential policy items were mapped against the National Mental Health Standards, ROSSAT and the NSW Disability Services Standards

  • Policy Resource Items

    Template-style samples, information brochures, checklists, links, diagrams, and flowcharts. Click here to see Policy Resource item categories.

  • Procedures

    How people do things in a consistent way to put the policies into practice. Procedures may be part of a policy, or may be written in a separate document.

  • Promotion & Prevention Items

    Relate to individual support, integration, medication, health and participation.

  • Recovery

    We use "Recovery" to refer to Personal Recovery, which includes: a meaningful and dignified life; journey; relapse; healing; hope for the future; choice in support and treatment; safety; wellbeing; employment; stable accommodation; physical health; meaningful social of activities and management of symptoms. Personal Recovery is much broader than Clinical Recovery, which focuses on reduction of symptoms. For more information on recovery read the NSWCAG/MHCC Recovery Project - Literature Review.

  • Recovery Guide

    (or "Recovery Partner" or "Recovery Coach" or "Key Worker" or similar)is an employee who supports a person with lived experience of mental illness to:

    • identify their values, strengths and goals
    • work out what needs to be done to realise goals
    • take goal related actions
    • keep on track and maintain hope for the recovery journey
    • build on personal strengths and networks

        Note: we are not prescribing this terminology; it is up to the CMO to  

        determine what terms will be used to describe positions and roles.

  • Recovery-Oriented Services

    Acknowledge that the person with lived experience of mental illness is the expert in their unique recovery journey.

    What do Recovery-Oriented Services look like?

    Recovery-Oriented Services express the following features:

    • Are person-centred
    • Promote self-determination and individual responsibility
    • Treat people as equals
    • Are culturally respectful
    • Emphasise strength and wellness
    • Foster hope & empowerment; use empowering language
    • Retain staff who work within a recovery framework and have a positive attitude that reflects that recovery is possible
    • Strike a healthy balance between personal risk and growth
    • Support community integration & social inclusion
    • Provide a variety of support options, and understand that medication is one component in a person's recovery journey
    • Recognise that the lived experience is essential in informing service delivery
    • Challenge stigma and discrimination
    • Facilitate consumer participation
    • Protect human rights
    • Encourage family & peer support, and acknowledge the benefits


  • Research and Development Items

    Relate to research, evidence-based practice, and development.


    The Recovery Oriented Service Self-Assessment Toolkit is designed to assist organisations and staff to:

    • Assess their level of recovery oriented service provision;
    • Reflect on both individual and organisational practice in relation to recovery oriented service provision; and,
    • Identify areas requiring improved practice in delivering recovery oriented services.
  • Service Access Items

    Relate to service coordination, as well as service entry, exit and re-entry.

  • Service Management Items

    Relate to:

    • principles, responsibilities, and procedures across the organisation
    • direction and guidance in day-to-day operations 
  • Templates

    Files which are already formatted. Sample policies in the Policy Resource are presented as templates for CMOs to review and adapt.