Frequently Asked Questions

Respite may be funded through Core Supports or Short Term Accommodation (STA). Core Supports can often be used flexibly, but STA must be specifically included in your NDIS plan during planning meetings. We can guide you through the best option for your situation.

Our short term accommodation includes all personal care, meal support, medication assistance, activities, and 24/7 supervision in appropriate settings.

Where possible, yes. We prioritise using workers who already know the participant. If new workers are needed, we arrange introductions first.

Absolutely. In-home respite is our most popular option, keeping participants comfortable in familiar surroundings with established routines and meal support.

Respite should be arranged with as much notice as possible, ideally four weeks, so we can organise accommodation, plan activities with the participant, and ensure the right staff are available to support during this time. For emergency respite, we respond as quickly as possible, often within hours for existing participants.

While not primary services, our workers can assist with basic pet care like feeding as part of maintaining your household routine.

Absolutely. Many participants prefer the same familiar workers providing various supports. This improves continuity and comfort.

Yes, domestic assistance includes broader household support like meal preparation, laundry, and home organisation, not just cleaning. It’s comprehensive household support.

For specific dietary needs prescribed by allied health professionals, we follow their guidance to ensure meals are prepared safely and appropriately.

Our domestic assistance covers cleaning, laundry, meal support, home organisation, shopping, and light maintenance. We adapt support to your specific household needs and preferences.

Your choice entirely. Some participants prefer family presence for comfort, others prefer privacy. We’ll accommodate whatever makes you most comfortable.

Yes, all workers complete comprehensive personal care training covering dignity, privacy, communication, safe practices, and infection control. Training is regularly updated.

Your comfort is essential. If you’re not comfortable with a support worker for any reason, tell us immediately. We’ll arrange alternatives without requiring detailed explanations.

Yes. We do our best to match you with your preferred workers or characteristics (like gender). If someone isn’t available due to illness or leave, we’ll provide a backup worker you’ve already met.

Privacy is paramount. We use appropriate covering during care, close doors/curtains, limit observers to necessary people only, and maintain confidentiality about all personal matters. Your boundaries are always respected.

Our local knowledge helps identify accessible venues. We can call ahead, arrange accessibility requirements, and help navigate challenges on the day.

Yes, we understand social life doesn’t stop at 5pm. We provide flexible support for evening events, weekend activities, and special occasions.

Absolutely! We can provide individual or shared support for group activities, making social participation more affordable whilst maintaining appropriate assistance.

Life happens. We understand plans change due to health or circumstances. We ask for notice where possible but won’t penalise genuine cancellations.

Yes, our workers can provide transport in their insured, maintained vehicles. NDIS kilometres are charged according to guidelines, making this cost-effective for participants.

Our workers can assist with prescribed exercise programmes from your physiotherapist or occupational therapist. We don’t create programmes but support you to maintain progress between therapy sessions.

Dignity is paramount. We follow your lead, maintain privacy, communicate throughout care activities, and respect your preferences. Our workers are trained in respectful personal care practices.

Yes, we can provide round-the-clock support for participants who need it. We’ll work with you to create a sustainable roster of familiar support workers who understand your routines.

Absolutely. We have extensive experience with complex physical support including PEG feeding, catheter care, and ventilator management (with appropriate training). We work closely with healthcare teams to ensure safe, comprehensive support.

Yes, all our support workers are specifically trained in using hoists, transfer aids, wheelchairs, and other mobility equipment. We ensure competency through regular training updates and practical assessments.

We support participants with various physical disabilities including spinal injuries, stroke recovery, muscular dystrophy, multiple sclerosis, cerebral palsy, and mobility limitations from injury or illness. Our workers adapt their approach to each person’s unique needs.

We manage our growth carefully to maintain quality. Whilst we don’t typically have waiting lists, we’ll always be upfront about availability. If we can’t help immediately, we’ll stay in touch until we can.

Your comfort is paramount. If a support worker isn’t the right fit, we’ll arrange a new match promptly. We want you to look forward to your support visits, not endure them.

We pride ourselves on rapid response. We’ll contact you within 24 hours of your enquiry and typically conduct face-to-face assessments within a week. Most participants begin receiving support within two to three weeks of their initial contact.

Whilst we support participants with various disabilities, we have particular expertise in physical disability support. Our workers are trained in using hoists and mobility equipment. We also excel at supporting participants as they transition from hospital to home. Every participant is unique, and we adjust our approach to meet each person’s requirements.

Where others see numbers, we see neighbours. Our 60% participant retention rate since 2020 speaks volumes, participants stay because they experience genuine care from consistent support workers who become trusted faces in their lives. We’re family-owned, not corporate-run, and it shows in everything we do.

We provide support throughout Western Sydney, with a focus on Penrith, St Marys, Mount Druitt, Rooty Hill, and surrounding suburbs. If you’re unsure whether we service your area, just ask, we’ll always try to help.

Simply give us a call or fill out our enquiry form. We’ll guide you through using your NDIS funding for our services, handle the service agreements, and make the process straightforward. If you’re not yet on the NDIS, we can point you in the right direction.