We're always happy to answer your questions
But before you get in touch to ask them, you may want to save take a look at these Frequently Asked Questions.
What qualifications do your staff members have?
All of our Support Mentors are experienced in the field of support work and have NDIS Workers Screening Clearance, First Aid and CPR training, a drivers licence, and a Working With Children Check when relevant. Furthermore, our in-house training process prepares them for our style of hand-on-hand care and keeps them supported with up-to-date training.
Can you provide examples of the types of goals you have helped NDIS participants achieve?
While we cannot go into specifics without giving away confidential information, we have been approached by customers with short-term goals such as “being able to access my community safely”, and have aided them by guiding and monitoring them in public places and empowering them to try new things outside of their original scope. We also provide support for long-term goals. For example, we have assisted some of our customers find employment through work placements, and empowered some to start small businesses as part of our microenterprise program.
How do you ensure the safety and wellbeing of participants?
We ask relevant questions to create risk-assessment lists during our customer onboarding process, and refer to those lists whenever we propose an activity or form of support. Furthermore, all of our Support Mentors are trained in First Aid and CPR so they can respond quickly and appropriately in a health-threatening situation.
How do you handle feedback and complaints from participants and their families?
Your feedback is important to us, and we are always ready to make corrections when something does not meet our standards of care. We keep open lines of communication for customers to contact both their Support Mentors and Support Managers. If you are at all dissatisfied with your support, you can contact either of these parties to lodge and informal complaint, and we have an official process for working through feedback resolution if you wish to escalate.
What is your process for creating individualised care plans for customers?
It begins with customer onboarding when we meet with customers and their families personally. During this time we survey a customer’s strengths, weaknesses, interests and goals to create a comprehensive care plan for what support they will need going forward. We are goals-oriented, so we narrow in on what a customer hopes to achieve, not only in the near future, but in the greater scope of their lives, and focus on the steps we can take to achieve those goals.
How do you track and document the progress of participants' goals?
Our staff record notes relevant to their experiences, which they connect to customer goals through a company-endorsed app. Our Support Managers also perform quarterly reviews of our services to asses how customers have progressed in their goals relative to their projected outcomes.
What is your approach to promoting independence and self-advocacy for participants?
Choice and control are essential to our philosophy. We believe the purpose of support mentorship is to give customers the ability to work and live with greater independence so they can freely pursue their goals and hobbies on their own as well as with their supporters.
How do you involve families and carers in the support process?
The participation of families and carers is dependent on the customer’s preferences. If the customer wants their families and carers to be involved, they can play a role in coordinating their supports. It is generally against our policy for family and carers to participate in time spent with Support Mentors.
How much do your services cost?
We work within your allocated budget within your NDIS plan and work under the NDIS pricing limits. We will clearly explain how much services cost within your service agreement, so you can make an informed decision about what you would like us to provide.
What is a service agreement?
A service agreement is a contract between a customer and an NDIS provider. It covers details such as what supports will be provided, the cost of the supports, the responsibilities both of yourself and the provider, and how long the agreement will last for.