Frequently Asked Questions

We support participants across all of Adelaide (metro and outer metro), with surrounding regions available by arrangement depending on travel time, support needs, and staffing. If you’re in areas like the Barossa, Adelaide Hills, or outer suburbs, contact us and we’ll confirm what we can provide for your schedule and goals.

Yes. You can request preferences such as male or female workers, cultural match, language match, and support style, and we’ll do our best to provide a consistent team so you feel safe, understood, and supported. While availability can vary, we prioritise stable staffing and continuity wherever possible.

We provide 24/7 support for rostered support work such as in-home personal care, community access, and accommodation supports like SIL, STA, and MTA, subject to staffing and risk assessment. Therapy, assistive products, and home modifications are generally delivered during business hours, and nursing is available seven days a week with some after-hours on-call depending on clinical need and availability.

You can call us on 0413 131 734 or email [email protected], and we’ll respond to all enquiries within 1 business day. We’ll start with a brief conversation about your goals and support needs, then organise an intake or meet-and-greet so we can match you with the right supports and the right people.

We support children, young people, and adults across age groups, including 0–6, 7–17, and 18–64, and we can also support people aged 65+ if they already have an existing NDIS plan. Our focus is always on your individual goals, daily life needs, and the right support fit.

Yes. We support a wide range of disability needs, including high and complex support requirements when it is clinically safe and appropriately governed. We work collaboratively with families, allied health professionals, and healthcare teams, and we use care plans, training, and risk processes to keep support safe, consistent, and respectful.

We currently support participants in English, Hindi, and Punjabi, depending on staff availability. If you prefer another language, we can help arrange interpreters on request where available and funded, including AUSLAN and other community languages.

We support people with physical disability, intellectual disability, autism (ASD), psychosocial disability and mental health needs, neurological conditions such as Parkinson’s, MS, and MND, acquired brain injury (ABI/TBI), sensory disability (hearing and vision), chronic health-related disability, and rare, genetic, degenerative, and developmental conditions. If you’re unsure whether your needs fit, contact us and we’ll talk through your situation with care and honesty.

We begin by listening to what matters to you, what’s working, and what’s not, then we build supports around your goals, routines, culture, preferences, and family context. We collaborate with your nominated decision-makers and relevant clinicians where needed, and we review supports regularly so your plan stays aligned with your life as it changes.

We keep onboarding clear and supportive: you contact us, we have a brief call to understand your needs and confirm service fit, then we organise a meet-and-greet or intake (in person or via video). From there we complete a risk assessment and support plan, match the right staff, finalise service agreements and consents, and introduce your team so supports can begin with confidence.

Yes, we can provide emergency or short-notice respite through STA when vacancies and suitability allow, including situations like carer burnout, crisis support, or hospital discharge. Because safety matters, we’ll confirm support needs, risks, and staffing availability before we commit, and we’ll be transparent about timelines and options.

STA typically includes furnished accommodation, utilities, Wi-Fi, meals or meal preparation support, 24/7 staff support, help with daily living, and community-based activities based on your goals, with NDIS-allowable transport support where appropriate. Personal spending, toiletries and clothing, tickets or entry fees, pharmacy and medication costs, and non-NDIS personal expenses are generally your responsibility, and we explain this clearly before the stay begins.

Yes. We provide MTA for participants who need a safe place to live while awaiting long-term housing, SDA, or home modifications, and we can support you for the approved MTA period with the level of staffing you require. We also help with planning, coordination, and transitions so the move to longer-term housing is smoother.

Vacancies can change quickly, so we manage them by enquiry rather than publishing addresses or live vacancy lists. Contact us with your support needs and preferred location in Adelaide, and we’ll tell you what is currently available and whether the match is suitable.

Our accommodation focus is primarily across Northern and Western Adelaide, and we support people across Adelaide more broadly depending on the home and the support fit. We keep property details private for safety and dignity, and we discuss suitable options directly with you during the referral and assessment process.

Yes. We provide in-home personal support and daily living assistance across Adelaide, from small weekly support hours through to daily or higher-volume supports, depending on your plan and needs. We can support routines like personal care, meals, appointments, household tasks, community access, and capacity-building goals in a way that respects your home, privacy, and choices.

Complex personal care (High-Intensity Daily Personal Activities) is support for people who need higher-level assistance with personal care and health-related routines, delivered under clear plans and safe procedures. We support personal care tasks such as showering, toileting and continence routines, dressing, transfers and hoist support, and two-person assists where required, and we work with nursing oversight and training for higher-intensity needs.

We can support catheter care with nursing oversight and a care plan, and enteral feeding supports may be possible after assessment and appropriate training under a nursing care plan. Where clinical tasks are required, we follow safe governance, scope, and delegation rules so supports are delivered responsibly and in line with your plan.

Yes. We provide Community Nursing Care, including clinical wound care and pressure injury management, diabetes support (including insulin where appropriate), medication support, continence-related clinical care, discharge support, monitoring, and clinical reporting. Nursing is available seven days a week, and after-hours support may be available depending on clinical need and rostering.

Yes. We can support hospital discharge planning and short-notice supports where safe and staff are available, including in-home support, nursing input, and short-term accommodation pathways if needed. We coordinate with your hospital team, family, and allied health professionals to help reduce stress and improve continuity of care.

Yes. We offer allied health supports such as Occupational Therapy, Physiotherapy, Exercise Physiology, and other therapy services depending on clinician availability, delivered through home visits, community settings, telehealth, and other suitable locations. We also support assessments such as Functional Capacity Assessments and home modification or assistive technology assessments where required.

Yes. We can support Positive Behaviour Support through qualified practitioners as required, including assessment and Behaviour Support Plans, and we work collaboratively with families and clinical teams. If behaviours of concern are part of your situation, we focus on safety, dignity, trauma-informed practice, and practical strategies that work in real daily life.

Yes. We support psychosocial disability and complex mental health needs when there is a clear plan and the right multidisciplinary involvement, such as clinical supports and crisis planning where required. Our aim is respectful, consistent support that builds routine, safety, and independence without judgement.

Absolutely. We are committed to culturally mindful support and welcome participants from migrant, refugee, and multicultural communities, as well as faith-based communities and Aboriginal and Torres Strait Islander peoples. We aim to match workers to your language and cultural preferences where possible, and we always prioritise respectful communication and individual choice.

Yes, we can arrange interpreters on request where available and funded, including AUSLAN and community language interpreting. We encourage you to tell us your communication preferences early so we can plan supports properly and reduce misunderstandings.

Yes. We support transport and community access using a support worker’s car, your own vehicle, taxi or rideshare, and public transport, and we can help arrange wheelchair-accessible transport when required. Charges are applied according to NDIS pricing rules for transport and travel, and we explain the approach upfront so there are no surprises.

We can help with everyday domestic assistance such as cleaning, laundry, meal preparation, dishes, shopping support, rubbish and bins, and light home organisation, delivered safely and respectfully. We do not take on unsafe or specialist cleaning tasks, and we keep boundaries clear to protect everyone’s safety and ensure supports remain appropriate and NDIS-aligned.

Yes. Our Accommodation and Tenancy Assistance supports your housing journey, including goal setting, housing search support, inspections, applications, liaison with Housing SA and real estate or community housing providers, and tenancy sustainment strategies. We can support private rentals, public and community housing, and pathways related to SDA, and we are not limited to Empowera-managed accommodation.

At this stage, we are primarily a support provider delivering supports within SDA that is owned by external SDA providers, rather than the SDA landlord or owner. If you are exploring SDA, contact us and we can discuss suitable pathways, current options through partner properties, and how supports might work in your chosen setting.

Yes. We support minor and complex home modifications across Adelaide, and for larger or more complex projects we may travel across South Australia depending on scope and builder availability. We can coordinate the process end-to-end, working with OTs, builders, and relevant specialists so the outcome is safe, compliant, and aligned with your daily living needs.

Yes. We can support selection and supply of assistive products for personal care and safety through trusted suppliers, including recommendations, quotes, and trials where appropriate. We keep product choices focused on your needs and clinical advice rather than promoting particular brands, and we can coordinate installation and training where required.

We offer community participation supports, and a dedicated hub or centre is in progress, with details to be confirmed as plans are finalised. In the meantime, we can support 1:1 and small-group activities in community settings based on your goals, and we’ll keep you updated about centre-based programs as information becomes available.

In most cases, NDIS funding covers the support worker time and allowable travel for community participation, while participants pay for their own entry fees, tickets, meals, personal purchases, and other everyday expenses. We discuss likely costs upfront so you can make informed choices and feel comfortable about what’s included.

Yes, support work can be provided on weekends and public holidays as rostered, and pricing follows NDIS weekend and public holiday rates in line with the NDIS Price Guide. If you need specific times, we’ll confirm availability and costs clearly during planning.

We charge NDIS-funded supports in line with current NDIS Pricing Arrangements and Price Limits, and we explain rates, travel rules, and cancellation terms in your service agreement. If you are paying privately or using non-NDIS services, we provide upfront pricing based on the scope so you understand the cost before anything begins.

We do not apply a strict minimum shift length, because supports should fit your life rather than forcing a one-size-fits-all model. We plan sessions based on your needs, safety, and rostering practicality, and we’ll recommend a structure that supports good outcomes without unnecessary hours.

We explain cancellation rules clearly in the service agreement so you know what applies before supports begin. If something changes, we encourage early notice where possible so we can adjust rosters and minimise costs, and we handle changes with fairness and transparency.

Yes. We take safety seriously and use thorough screening, onboarding, and ongoing training expectations, with role-appropriate competencies for the supports being delivered. Where supports involve higher-intensity needs, we ensure there are relevant care plans, training, and clinical oversight so participants and staff are protected.

We use risk assessments, support planning, clear boundaries, incident processes, and regular check-ins to keep supports safe and consistent. We work in a trauma-informed way, focus on dignity and respect, and collaborate with families and clinicians so risks are identified early and managed responsibly.

If we cannot support you safely or within our current scope, we will tell you honestly and respectfully, and we’ll help you understand why. Where appropriate, we can discuss safer alternatives, such as supports that involve specialist clinical coverage, additional behaviour support planning, or different accommodation pathways.

We may be able to support behaviours of concern when there is an up-to-date Behaviour Support Plan, clear risk strategies, and appropriate multidisciplinary involvement so everyone’s safety is protected. If there are unmanaged risks such as ongoing severe aggression, serious fire-setting risk without a specialist plan, or severe unmanaged substance misuse, we may not be able to proceed until safety can be maintained.

Our general enquiry line is answered in business hours, and we respond to all enquiries within 1 business day. After-hours on-call contact is reserved for existing SIL, STA, or MTA participants for urgent roster or support issues, rather than new referrals, so new enquiries should come through phone or email during business hours.

Yes. Your needs and goals can change, and we build supports to be flexible and responsive. We check in regularly, review what’s working, and adjust rosters, activities, or support strategies to keep your plan aligned with your life.

When you contact us, we’ll ask a few questions about your goals, funding type, preferred times, and any clinical or safety considerations, then we’ll propose a support approach and confirm pricing in line with NDIS rules. We aim to be transparent from the first conversation so you can make a confident decision.

Yes, we currently offer Support Coordination to self-managed and plan-managed participants while our registration progresses. We do not offer NDIA-managed Support Coordination at this stage, and we will always be transparent about what we can provide and how it will be funded.

We focus on choice and control with compassionate, culturally mindful, trauma-informed support that respects who you are and what matters to you. We aim to be reliable and responsive, match the right people to your needs, communicate clearly, and collaborate with families and clinicians so supports feel safe, consistent, and genuinely helpful.

You can call 0413 131 734 or email [email protected], and we’ll respond within 1 business day. We are based in Adelaide, Australia, and we support people across Adelaide and surrounding regions by arrangement.