Question 1

How do I get started?

Accepted Answer

Getting started is easy! First, check your eligibility to see which funding type applies to you—NDIS, Support at Home, or private. Then contact me with your name and contact details.I work with:• NDIS participants (self-managed or plan-managed)• Support At Home recipients through third-party worker arrangements• Private paying clientsI'm unable to directly bill NDIA-managed NDIS plans 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. I'll discuss your goals, confirm your funding eligibility, review your plan (if applicable), and finalize a service agreement. After that, we're 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 or plan-managed, Support At Home, or privately funded. 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. If you're unsure which funding applies, try the eligibility guide.

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.See detailed services for NDIS, Support at Home, or private clients.

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 pages 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), Support At Home recipients (via third-party worker arrangements), 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, the NDIS, and Support at Home.

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 hold a Safe Food Handling Certificate, so I'm formally trained in safe food handling, storage, and preparation. I can help with planning meals based on your dietary needs and preferences, shopping for ingredients, preparing and cooking meals safely, cleaning up, and organizing proper 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—with proper food safety practices every step of the way.

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, Support at Home recipients through third-party worker arrangements, and private paying clients.✅ I CAN work with you if:• Your NDIS plan is self-managed or plan-managed• You have a Support At Home package and your provider engages me as a third-party worker• You're paying privately (disability or Support at Home needs)❌ I CANNOT directly bill:• NDIA-managed NDIS funding (requires registered provider)Not sure? Try the eligibility guide or contact me to discuss.

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.Yes, I can help if:• You have an NDIS plan (self-managed or plan-managed)—yes, some people over 65 have NDIS• You're paying privately from your own funds• You have a Support At Home package and your provider agrees to engage me as a third-party workerHow the third-party worker option works:You (or a family member managing your care) ask your registered Support At Home provider: "Can you engage a support worker we've found?" If they agree, they verify my credentials—NDIS Worker Screening, Certificate III, insurance, ABN—then formally engage me to deliver your services. Your provider handles the funding; I provide the support. The provider may charge up to 10% overhead on my rate.Not all providers accept third-party workers, but many do. If yours doesn't, you could switch to a provider that does (like HomeMade, Five Good Friends, or Trilogy Care), or engage me privately.See the eligibility guide or contact me to discuss your options!

Question 16

Can you support Support at Home clients?

Accepted Answer

Yes! I can work with Support at Home recipients in two ways:Option 1: Through Your Support At Home Provider (Third-Party Worker)If you have a Support At Home package, your registered provider may be able to engage me as a third-party worker. This means your provider formally engages me after verifying my credentials (NDIS Worker Screening, Certificate III, insurance, ABN), and I deliver services to you while they handle the funding. You or your family would ask your provider: "Can you engage a third-party worker we've found to deliver our services?" Not all providers accept third-party workers, but many do—especially those that support self-management.Option 2: Private PaymentIf your provider doesn't accept third-party workers, or you simply prefer a direct arrangement, I can provide private support if you're willing to pay from your own funds. Many Support at Home recipients choose this for additional support beyond their package, or for the consistency of working with one trusted worker.Either way, you'll get the same quality support. See Support at Home pricing or contact me to discuss.

Question 17

What's the difference between NDIS and Support at Home 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 directly.Support at Home funding is for older Australians who need support due to aging. Since November 2025, providers must be registered with the Aged Care Quality and Safety Commission.How I can work with Support at Home clients:• Third-party worker arrangement: Your registered provider can engage me as a third-party worker to deliver your services. They verify my credentials, I deliver support, and they handle the funding from your package.• Private payment: You pay from your own funds for support beyond or instead of your package.If you're over 65 but have NDIS funding (some people do!), I can work with you directly as with any self-managed or plan-managed participant. See the eligibility guide to find your funding type.

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 25% 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 vary by funding type:NDIS Pricing - 25% below NDIS price guide maximums. Same rate for self-managed and plan-managed.Support at Home Pricing - My rates are the base; you pay your contribution (5-80% depending on service type and means testing). Your provider handles the rest.Private Pricing - Simple hourly rates with no funding paperwork.I review rates every six months (June and December) and always give 30 days' written notice before changes.

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 $52.67/hour = $105.34• I drive you 15km to the doctor and back home (30km total)• Transport: 30km × $0.99 = $29.70• Total: $135.04See full pricing details for your funding type.

Question 23

How will I receive invoices?

Accepted Answer

It depends on your funding type:NDIS (plan-managed): I invoice your plan manager directly with your participant number and NDIS support codes.NDIS (self-managed): I send you detailed invoices to submit through myplace.Support at Home: I invoice your registered provider, not you. You pay your contribution to your provider separately.Private: I invoice you directly with a secure payment link.All invoices are sent within 24 hours of one-off shifts, or weekly for regular ongoing support.

Question 24

How do Support at Home contributions work?

Accepted Answer

Under Support At Home, you pay a contribution towards your care based on your means testing and the type of service. The government pays the rest.Independence Category (personal care, clinical): 5% to 50% contributionEveryday Living Category (domestic, social): 17.5% to 80% contributionFor example, if my rate is $62/hour and your Independence contribution is 5%, you pay $3.10/hour and the government covers $58.90. Use the Support at Home pricing calculator to see exactly what you'd pay based on your rates.Your contribution is paid to your registered provider, not to me. I invoice the provider for my full rate.

Question 25

Why are your NDIS rates 25% below the price guide?

Accepted Answer

As an independent sole trader, I have much lower overheads than large registered providers. I don't have managers, admin staff, offices, or corporate costs to cover. This means I can pass the savings directly to you—helping your NDIS funding go further while still providing quality, personalised support.You get more support hours from the same budget. See the exact rates and NDIS comparison on my NDIS pricing page.

Question 26

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 27

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 28

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 29

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), HLTWHS005 - Conduct Manual Tasks Safely for safe transfers and mobility support, CHCMHS013 - Implement Trauma Informed Care for sensitive, trauma-aware support, and a Safe Food Handling Certificate for safe meal preparation. 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 30

What is trauma informed care and why does it matter?

Accepted Answer

Trauma informed care is an approach to support that recognises many people have experienced trauma—whether from past abuse, medical procedures, accidents, grief, or other difficult life events. I hold CHCMHS013 - Implement Trauma Informed Care, which means I'm trained to:• Recognise signs of trauma without needing you to disclose details• Create a safe, predictable environment where you feel in control• Avoid re-traumatisation by being mindful of triggers and boundaries• Empower your choices and respect your autonomy in every interaction• Build trust gradually through consistent, reliable supportThis matters because traditional support approaches can unintentionally cause distress for trauma survivors. With trauma informed care, I adapt my approach to meet you where you are—whether that's giving extra time to build trust, being transparent about what will happen during support, or simply being patient and non-judgmental. You don't need to explain your history; I'll provide support that's sensitive to your needs regardless.

Question 31

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 32

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 33

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 34

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 35

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 36

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 37

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.

Question 38

Are you LGBTQIA+ friendly?

Accepted Answer

Absolutely! I'm a proud LGBTQIA+ ally and provide affirming, respectful support to all clients regardless of sexual orientation, gender identity, or expression. I understand the unique challenges LGBTQIA+ people with disabilities can face—including navigating healthcare systems, finding affirming services, and dealing with intersecting forms of discrimination. You can expect me to use your correct name and pronouns, respect your identity without question, and create a safe, judgement-free space. I'm committed to ongoing learning about LGBTQIA+ experiences and providing support that celebrates who you are.

Question 39

Do you follow the Aged Care Code of Conduct?

Accepted Answer

Yes! When working with Support At Home clients, I comply with the Aged Care Code of Conduct which requires me to:• Act with respect for your dignity, rights, and autonomy• Provide safe, high-quality care• Be honest and transparent• Report concerns about safety, abuse, or neglect• Maintain appropriate professional boundariesThis code protects you and ensures consistent standards across all aged care services. Your provider remains responsible for your overall care under the Aged Care Act 2024.If you have concerns about your care, you can contact the Aged Care Quality and Safety Commission.

Question 40

How does Support At Home work with a third-party worker?

Accepted Answer

Under the Support At Home program (which replaced Home Care Packages in November 2025), your registered provider can engage me as a third-party worker to deliver your services. Here's how it works:1. You find me - You decide you'd like me as your support worker2. Ask your provider - You (or a family member) ask your provider if they accept third-party workers3. Provider verifies credentials - Your provider checks my qualifications, screening, and insurance4. Provider engages me - Once approved, your provider formally engages me5. I deliver support - I provide your services and invoice your provider (not you)Your provider may add up to 10% overhead to my rate for administrative costs. You'll pay your participant contribution (5-80% depending on service type and your means testing) to your provider, not to me. See the Support at Home pricing calculator to understand your costs.Your provider remains responsible for your overall care under the Aged Care Act 2024. I comply with the Aged Care Code of Conduct and maintain my own session notes.

Question 41

What if I don't have any funding?

Accepted Answer

No funding? No problem! I work with private paying clients who pay from their own funds. This option is popular for:• People who don't qualify for NDIS or Support at Home funding• Those waiting for funding assessments• People who want additional support beyond their funded hours• Anyone who prefers a direct, simple arrangement without funding paperworkPrivate rates are straightforward hourly fees—see the private pricing page for details. Payment is via card or bank transfer, due within 7 days of invoicing.

Question 42

Can I switch between funding types?

Accepted Answer

Yes! Your life circumstances can change, and so can your funding. Common scenarios:• Private → NDIS: If you receive an NDIS plan, I can transition you to NDIS rates (25% lower!) and invoice your plan manager or you directly for self-managed plans.• NDIS → Support at Home: If you're over 65 and your NDIS plan ends, you may transition to Support At Home through a third-party worker arrangement.• Any → Private: You can always add private hours for support beyond your funded allocation.Just let me know if your funding situation changes and we'll adjust the service agreement accordingly.