Frequently asked questions

No. Plenty of people ring us while they are still waiting on a plan, or preparing for a planning meeting. We can talk through what supports might suit and what to ask for. If you are not eligible for the NDIS, we will tell you and point you toward other options.

Most participants start within two to three weeks of the first conversation. That covers the home visit, matching you with workers and setting up a service agreement. If something is urgent, say so when you call — we keep some capacity for short-notice starts.

We come to you, usually with a coordinator and sometimes a team leader. We ask what a good week looks like, what is difficult at the moment, and what you want to be doing more of. It takes about an hour and you are welcome to have family, a friend or your coordinator there.

No. The initial phone call, the home visit and preparing a draft support plan are all free and carry no obligation. You only start being charged once support actually begins under a signed service agreement.

Yes, and most participants do. A typical week might combine daily living support in the morning, a community participation shift on a Thursday and in-home support fortnightly. We build one roster across all of it.

Yes. We shortlist workers we think suit you based on interests, communication style, language and the practical support you need. You meet them before support begins, and if the match is not right you can ask for a change.

We arrange cover from within your regional team, so it is usually someone you have met. If we genuinely cannot cover a shift we will ring you as early as we can rather than leaving you waiting.

We support participants with high physical support needs, complex communication needs and behaviours of concern. Complex supports run under a plan written with the relevant health professionals and reviewed regularly.

Parramatta, Blacktown, Penrith, Liverpool, Bankstown, the Hills District, the Inner West and broader Western Sydney. Coverage varies a little by service — transport and SIL have tighter boundaries than in-home support.

Through your NDIS plan. We work with self-managed, plan-managed and NDIA-managed participants. We will explain which budget each support is drawn from before you sign anything.

Yes. We charge within the NDIS Pricing Arrangements and Price Limits, and your service agreement sets out the rate for each support item before you sign. There are no administration fees on top of the published rates.

We monitor your budget alongside you and will flag it well before it becomes a problem. If funding is running short we can help you apply for a plan review, or adjust the roster so what remains lasts the plan period.

Short-notice cancellations may be charged in line with the NDIS Pricing Arrangements, which currently allow a charge when less than seven days' notice is given. We apply this sparingly and never for illness, hospital admission or circumstances outside your control.

SIL funds the support workers who help you in the home. SDA funds the building itself, where housing is specially designed for high support needs. Many participants have SIL only; some have both.

Yes. We arrange meet-ups before anyone commits — usually a coffee first, then a visit to the house, then often an overnight stay. Nobody moves in on the strength of a profile on paper.

Yes. SIL pays for support, not housing. You pay a reasonable rent contribution from your own income, along with a share of household costs. We provide a written breakdown before anything is signed.

We work through it with you, your family and your coordinator. Sometimes it is a roster change or a house agreement conversation. If a move is genuinely the right answer, we help you find something better.

Support coordinators, plan managers, health professionals, family members, guardians — or participants themselves. We need the participant's consent, or their legally appointed decision maker's, before we can act on it.

We acknowledge every referral within one business day and confirm capacity, suitability and an indicative start date within two. If we cannot take a referral we will say so quickly rather than leaving it sitting.

Participant name and contact details, NDIS number if the plan is approved, the supports being sought, how the plan is managed, and consent. Supporting documents such as assessments or a behaviour support plan help but are not essential upfront.

Not to apply. A Certificate III in Individual Support helps, but plenty of our best workers came from hospitality, retail or aged care with no formal qualification. You do need a driver's licence, the right to work in Australia and the willingness to complete our paid induction.

An NDIS Worker Screening Check and a Working with Children Check before your first shift. We cover the cost of both. You will also need First Aid and CPR, which we will fund if you do not already have it.

Yes. Travel time between consecutive shifts is paid and kilometres are reimbursed at the ATO rate.