Question 1

How do I get started?

Accepted Answer

Getting started is easy! Simply click the 'Contact Us' button below or contact us here.Just provide your name and contact details—feel free to leave the funding and timeframe fields blank if you aren't sure. Please note: I work with NDIS participants (self-managed or plan-managed), privately funded disability support clients, and aged care recipients who pay privately. I'm unable to access NDIA-managed NDIS plans or government-funded aged care packages due to registration requirements, but I can still work with you if you're willing to pay privately.I will reach out within 24 hours (often sooner) to arrange a time to meet. We'll discuss your goals, confirm your funding eligibility, review your NDIS plan with your permission (if applicable), and finalize a service agreement.After that, we are ready to book your first session!

Question 2

Do you offer quotes upfront?

Accepted Answer

Yes! I'm happy to give you an upfront quote based on your specific needs. Just contact me with details about the type and frequency of support you're looking for, and I'll give you a clear, transparent quote with no hidden costs.

Question 3

What information do you need when I first contact you?

Accepted Answer

When you first reach out, it's helpful if you can share your name, contact details, your location (so I can confirm you're in my service area), what type of support you're interested in (personal care, community access, domestic assistance, or a mix), your preferred days and times, and your funding type—whether you're NDIS self-managed, NDIS plan-managed, or privately funded (I work with disability support clients only, not government-funded aged care). But don't worry if you don't have all this yet—we can discuss everything when we talk, and I'll guide you through the process and help you understand if my services are the right fit for your funding situation.

Question 4

Why do I need to complete all the paperwork even if my needs are simple?

Accepted Answer

Great question! Even if you only need light support like housework or companionship, I still need to complete full documentation with you—including the service agreement, medical history, emergency contacts, and consent forms. This isn't me being overly formal! My insurance requires comprehensive documentation for every client regardless of support level, and it's also an NDIS Practice Standards requirement. More importantly, it's about your safety. If something unexpected happens during our session—a medical emergency, a fall, or even just needing to contact someone on your behalf—I need to have the right information immediately. It also protects both of us by making sure we're both clear on expectations, boundaries, and responsibilities. I know paperwork isn't fun, but I promise to make it as quick and painless as possible, and it means you're getting professional, properly insured support that meets all the legal requirements.

Question 5

What services do you provide?

Accepted Answer

I offer three main types of support:Personal Care & Support: Help with showering, bathing, dressing, grooming, getting around, medication assistance (I hold HLTHPS006 and can help with oral meds, topicals, inhalers, Webster packs, and more with a written plan), toileting, eating and drinking, personal hygiene, emotional support and companionship.Community Access & Social Support: Going to appointments together, social outings and activities, transport, building your confidence in the community, companionship, help with scheduling, getting online (email, apps, video calls), and joining telehealth appointments.Domestic Assistance: Cleaning, shopping, meal prep and planning, yard work, laundry, organizing your home, and help with phones, tablets, computers, and Wi-Fi. You can read more detail on my services page.

Question 6

What services can you NOT provide?

Accepted Answer

I can't provide clinical nursing tasks that require RN supervision or delegation. This includes:• Injections (including insulin)• IV medications or cannulation• PEG/enteral feeding or medication• Schedule 8 restricted medications• Mixing, measuring, or calculating doses• Complex bowel care, stoma care, tracheostomy care• Catheter management• Complex wound care• Any PRN medications requiring clinical judgementFor these, you'll need a registered provider with nursing staff. However, I can assist with oral medications, topicals, inhalers, nebulisers, and Webster packs if you have a written medication plan. See my services page for full details.

Question 7

Can you help with my medications?

Accepted Answer

Yes! I hold HLTHPS006 - Assist Clients with Medication, which means I can legally provide medication assistance independently for NDIS participants (self-managed or plan-managed) and private paying clients.What I CAN help with:• Oral medications• Pre-packed medications (Webster packs/blister packs)• Topical medications (creams, ointments, patches)• Inhalers and nebulisers• Simple eye/ear drops (if in your medication plan)• PRN medications with clear instructions (e.g., 'Give Panadol 1g if pain score > 6')• Reading labels, documenting, and monitoring for adverse effectsWhat I CANNOT do:• Injections (including insulin)• IV medications• PEG/enteral medication• Schedule 8 medications (unless very clearly packaged and planned)• Mixing, measuring, or calculating doses• PRN medications requiring clinical judgementFor me to assist with your medications, you'll need a written medication plan from your prescriber or pharmacist. This is standard practice across VIC, NSW, QLD, and the NDIS.Note: I cannot access government-funded aged care packages (Home Care Packages, Support at Home) - but I can help aged care recipients who pay privately.

Question 8

Will I always get the same support worker?

Accepted Answer

Yes—you'll always get me! That's one of the best things about working with an independent provider. We'll build a real relationship, I'll get to know your preferences and routines, and there's no rotating roster of different people. Consistency matters, and you'll have it.

Question 9

Where do you provide services?

Accepted Answer

I work with clients south of the Yarra River (or M1 Freeway) in Melbourne, from Port Melbourne all the way east to Hampton. That's my core service area where travel to and from your place is included in my hourly rate—no extra charge!

Question 10

Can you help with meal preparation and cooking?

Accepted Answer

Yes! Meal prep is part of my domestic assistance services. I can help with planning meals based on your dietary needs and preferences, shopping for ingredients, preparing and cooking meals, cleaning up, and organizing safe food storage. Whether you need help with one meal or want to prep multiple meals for the week ahead, I'm here to help you maintain good nutrition and enjoy the foods you love.

Question 11

Can you help me with technology and digital stuff?

Accepted Answer

Yes! I provide tech support as part of both community access and domestic assistance. This includes helping you with email, apps, and online services, building your digital confidence, getting you set up for telehealth appointments and video calls, and troubleshooting Wi-Fi and home networking. It's all about helping you stay connected with family and friends, access services online, and participate more fully in the digital world.

Question 12

Do I need to provide cleaning equipment and supplies?

Accepted Answer

For domestic tasks, you'll need to provide the major equipment—vacuum cleaner, mop, broom, washing machine, dryer, and laundry detergent. I bring the consumables—garbage bags, gloves, sponges, cloths, and basic cleaning supplies (spray bottles, general cleaners, disinfectant). If I arrive and your equipment is unavailable, broken, or unsafe, I'll let you know right away and we'll figure out what to do.

Question 13

Do you work in homes with pets?

Accepted Answer

Yes, I'm happy to work in homes with pets! Just let me know in advance about any animals—especially dogs (which should be secured or supervised when I arrive/leave), animals that might be anxious around new people, or any with specific handling needs.

Question 14

Who can use your services?

Accepted Answer

I work with NDIS participants who are self-managed or plan-managed, and private paying clients.✅ I CAN work with you if:• Your NDIS plan is self-managed or plan-managed• You're paying privately (disability or aged care needs)❌ I CANNOT access:• NDIA-managed NDIS funding (requires registered provider)• Government-funded aged care packagesNot sure? Contact me to discuss your situation.

Question 15

I'm over 65 - can you still help me?

Accepted Answer

Absolutely! Age doesn't matter—what matters is how you're paying for support. If you're over 65 and have an NDIS plan that you self-manage or plan-manage, yes I can work with you. If you're paying privately for support (not using government funding), yes I can help—regardless of whether you have aged care needs or disability support needs. However, if you want to use government-funded aged care packages (Support at Home, Home Care Package, Commonwealth Home Support Programme) to pay for services, I'm unable to access those funds due to aged care registration requirements under the Aged Care Act. But you're absolutely welcome to engage me privately if you're an aged care recipient who wants additional support beyond what your package provides, or if you simply prefer the consistency and personal relationship that comes with working with an independent support worker. If you're unsure about your funding or payment options, I'm happy to chat and help you figure it out!

Question 16

Can you support aged care clients?

Accepted Answer

Yes! I can work with aged care recipients, but only if you're willing to pay privately from your own funds (not from a government-funded aged care package). The Aged Care Act requires provider registration for accessing government aged care funding streams, so I cannot use your Support at Home or Home Care Package funds. However, if you're happy to pay privately for the support you need, I'm here to help! Many aged care recipients choose to pay privately for additional support beyond what their package provides, or for specific workers they trust and want consistency with. If you're not sure whether private payment is right for you, let's chat and I can help you understand your options.

Question 17

What's the difference between NDIS and aged care funding?

Accepted Answer

This is a common question! NDIS funding is for people under 65 with permanent and significant disability. Self-managed and plan-managed NDIS participants can choose to work with independent unregistered support workers like me. Aged care funding (Support at Home, Home Care Packages) is for older Australians who need support due to aging, and since November 2025, all government-funded aged care providers must be registered with the Aged Care Quality and Safety Commission. This means if you want to use government-funded aged care packages to pay for services, you need to use registered providers—I can't access those funding streams. However, I can absolutely work with aged care recipients who are willing to pay privately. If you're over 65 but have NDIS funding (some people do!), or if you're paying privately for disability or aged care support, I can help. The key difference is the funding source, not your age or care needs.

Question 18

How does NDIS funding work with your service?

Accepted Answer

It's pretty straightforward! If you're plan-managed, I'll invoice your plan manager directly with all the NDIS details they need—your participant number and the right support codes. They'll handle claiming from your budget. If you're self-managed, I'll give you detailed NDIS-compliant invoices that you can submit through the myplace portal to claim from your Core Supports budget. My rates are 30% below NDIS maximums, so you're getting great value.

Question 19

Which NDIS support budget do your services come from?

Accepted Answer

All my services come from your Core Supports budget. Here's how they're coded on invoices:Personal Care: Assistance with Self-Care Activities (01_011_0107_1_1)Community Access: Assistance with Social, Economic and Community Participation (04_104_0125_6_1)Domestic Assistance: Assistance with Household Tasks (01_012_0120_1_1)Transport: Provider Travel - Non-Labour Costs (01_799_0104_1_1)Every invoice includes the right codes and your participant number to make claiming easy.

Question 20

What are your rates?

Accepted Answer

My rates are transparent and competitive—30% below NDIS price guide maximums. You can find the full breakdown on my services page. I review rates every six months (June and December) and always give you 30 days' written notice before any changes, so there are never any surprises.

Question 21

What payment methods do you accept?

Accepted Answer

I accept payment via credit card (Visa or Mastercard) or debit card (Visa or Mastercard) through a secure payment link in each invoice. Payment is due within 7 days of the invoice date. I'm not registered for GST, so all my rates are GST-free.

Question 22

How do travel costs work?

Accepted Answer

My travel to you: Included in my hourly rate if you're in my core service area (south of M1, Port Melbourne to Hampton).Transport during sessions: If I drive you to appointments or activities, it's billed at $0.99 per kilometre (NDIS standard rate).Example - Doctor's Appointment (Weekday Morning):• 2-hour weekday session (10am-12pm) at $49.16/hour = $98.32• I drive you 15km to the doctor and back home (30km total)• Transport: 30km × $0.99 = $29.70• Total: $128.02See full pricing on my services page.

Question 23

How will I receive invoices?

Accepted Answer

I'll send invoices within 24 hours of one-off shifts, or weekly if we have regular ongoing support. Each invoice includes all the NDIS info you need—your participant number, the right support codes, detailed descriptions of what we did, dates and times, hourly rates, any transport charges, and the total amount. If you're plan-managed, I send invoices straight to your plan manager. If you're self-managed, I send them to you to submit through myplace for reimbursement.

Question 24

What's the minimum booking time?

Accepted Answer

There's a 2-hour minimum per session. This lets me provide quality, meaningful support during each visit and makes the best use of your NDIS funding.

Question 25

Can I reschedule my sessions?

Accepted Answer

Absolutely! You can contact me to reschedule anytime—just give me as much notice as you can. If you reschedule with less than 24 hours' notice, it might be treated as a cancellation (see above). But I'll always work with you to find times that suit your needs.

Question 26

What's your cancellation policy?

Accepted Answer

Cancel with more than 24 hours' notice—no fee at all. Cancel with less than 24 hours' notice—there's a 2-hour cancellation fee at the rate of when your shift was scheduled to start. This aligns with the NDIS cancellation rules. But life happens! If you have a genuine emergency (medical crisis, hospitalization, family emergency), just talk to me. I may waive the fee—we'll work it out together.

Question 27

What are your qualifications?

Accepted Answer

I have a Certificate III in Individual Support from RMIT, HLTHPS006 - Assist Clients with Medication (allowing me to provide medication assistance independently with a written plan), and HLTWHS005 - Conduct Manual Tasks Safely for safe transfers and mobility support. I keep my First Aid & CPR certificate current and hold a valid NDIS Worker Screening Clearance (happy to show you the details anytime). I'm committed to ongoing professional development and staying up-to-date with best practices in disability support.

Question 28

What insurance do you have?

Accepted Answer

I'm fully covered with:• $10 million public liability insurance• $10 million professional indemnity insurance• Comprehensive Vehicle insurance for transport servicesI can provide insurance certificates anytime you'd like to see them.

Question 29

How do you keep me safe during sessions?

Accepted Answer

Your safety is always my top priority. I follow the NDIS Code of Conduct in everything I do—respecting your rights, providing safe and competent support, preventing and responding to any abuse or neglect, managing risks carefully, and acting with integrity and transparency. I follow safe practices that meet disability support industry standards and maintain professional boundaries at all times.

Question 30

What is the NDIS Code of Conduct and how does it protect me?

Accepted Answer

The NDIS Code of Conduct is a set of standards that all NDIS workers must follow to keep you safe and ensure quality care. I commit to respecting your rights, providing safe and competent support, treating you with dignity and respecting your privacy, promoting your independence and community participation, preventing and responding to abuse and neglect, maintaining professional boundaries, managing risks, and acting with integrity and transparency. It's designed to protect you and make sure you get the highest quality support. If you ever have concerns about my conduct, you have the right to make a complaint to the NDIS Quality and Safeguards Commission.

Question 31

How is my personal information protected?

Accepted Answer

I take your privacy seriously. Your information is kept strictly private and secure, stored on encrypted, password-protected platforms with two-factor authentication. I use enterprise-grade systems—ShiftCare (built specifically for healthcare and disability services) and HubSpot (with bank-level security). All data is encrypted both in transit and at rest. I'll only share your information with third parties if you give me explicit written consent, and everything is maintained according to NDIS requirements and Australian Privacy Principles.

Question 32

What records do you keep?

Accepted Answer

Following NDIS Practice Standards, I keep service agreements and consent forms, detailed session notes and progress records, incident reports (if needed), and communication logs relevant to your support. Everything is stored securely on encrypted platforms.

Question 33

Will you share information about me on social media?

Accepted Answer

Absolutely not! I respect your privacy completely. I won't take photos or videos during sessions without your explicit written consent, won't share anything about you or our sessions on social media, and won't check in at your location on social media. If I ever want to share a testimonial or review you've given, I'll ask for your written permission first.

Question 34

What are my privacy rights?

Accepted Answer

You have the right to see all information I hold about you, request corrections to anything that's inaccurate, understand how I'm using your information, withdraw consent for information sharing anytime, and lodge a complaint if you think your privacy has been breached. Your rights are protected under Australian Privacy Principles and NDIS requirements. You can also contact the NDIS Quality and Safeguards Commission directly.



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