Frequently Asked Questions

To be eligible for NDIS services, you must:

• Be under 65 when you first access the scheme
• Live in Australia and be an Australian citizen, permanent resident, or hold a Protected Special Category Visa
• Have a permanent and significant disability that affects your ability to take part in everyday activities
• Need support from other people or equipment to do things because of your disability

We can point you in the right direction for you to assess your eligibility if you're not yet an NDIS participant.

Learn more: Visit the official NDIS website for detailed information on applying and accessing the NDIS.

For your first appointment, please bring:

• Your current NDIS plan (if you have one)
• Any medical reports, assessments, or specialist reports
• Information about any current support services you're using

Don't worry if you don't have all these items - we can still help you get started and work together to gather any missing information.

We respond to all enquiries Within 2 business day. The timeline for starting services depends on several factors:

• Support Coordination: Usually within 1-2 weeks after initial consultation
• Supported Independent Living(SIL): Can depend on appropriate transition planning, risk assessing and suitability, we aim to start services within 4-6 weeks
• Community Access: Within 2-3 weeks once matched with suitable support workers
• Respite Services: Depends on availability - we'll work with you to find suitable dates
• Positive Behaviour Support: Initial assessment within 1-2 weeks, an interim support plan may take 4 weeks
• Speech Pathology: Usually within 1-2 weeks after initial consultation

We aim to meet urgent needs as quick as possible but we also want to ensure support provided is not rushed and you feel confident in PC&S.

Level 2 Support Coordination helps you:

• Understand and implement your NDIS plan
• Connect with mainstream and community services
• Build your capacity to maintain relationships with providers
• Monitor your plan and service delivery

Level 3 Specialist Support Coordination is for people with more complex needs who require:

• Intensive support to resolve crisis situations
• Specialized expertise to address complex barriers
• Coordination between multiple systems (health, justice, child protection)
• High-level advocacy and system navigation

Your NDIS planner will determine which level is appropriate based on your specific circumstances and needs.

Yes, we provide Supported Independent Living (SIL) for participants who:

• Have SIL funding in their NDIS plan
• Need help with daily tasks and personal care
• Want to develop independent living skills
• Require 24/7 support including overnight assistance

Our SIL services include support with personal care, household tasks, meal preparation, medication management, and skill development. We work with you to create a support routine that promotes your independence while ensuring your safety and wellbeing.

We provide community access support across New South Wales and Victoria. Our support includes:

• Transport: Using your vehicle, our vehicles, or public transport
• Shopping: Groceries, clothing, household items
• Recreation: Movies, parks, sports activities, hobbies
• Social activities: Visiting friends, community events, cultural activities
• Essential services: Medical appointments, banking, government services
• Education and training: Courses, workshops, skill development

We tailor all activities to your interests, goals, and comfort level, always focusing on building your confidence and independence.

Our Positive Behaviour Support assessment is a comprehensive process that includes:

• Initial consultation: Understanding your goals and concerns
• Functional assessment: Observing and analyzing behavior patterns
• Environmental review: Examining physical and social environments
• Stakeholder interviews: Speaking with family, support workers, and other professionals
• Data collection: Gathering information about triggers, patterns, and impacts
• Plan development: Creating evidence-based strategies and interventions

The assessment typically takes 2-4 weeks, and we involve you and your support network throughout the entire process. The resulting plan will be practical, person-centered, and designed to improve your quality of life.

All our services are funded through your NDIS plan at standard NDIA rates set by the National Disability Insurance Agency. There are no additional fees or hidden costs.

Service costs vary depending on:

• Your specific support needs and goals
• Location of service delivery
• Time of day/week (standard hours vs. after-hours)
• Level of support required
• Type of service (coordination, direct support, therapy, etc.)

For current NDIS pricing information, please refer to the official NDIA pricing guide:

We'll explain all applicable costs upfront during your consultation and help you understand how your NDIS budget works with our services.

Yes, we work with all types of NDIS plan management:

• Self-managed: You manage your own funding and choose providers. We provide invoices and documentation to support your record-keeping.
• Plan-managed: Your plan manager handles payments while you maintain choice and control. We work directly with your plan manager for seamless service delivery.
• NDIA-managed: The NDIA manages your funding. As a registered provider, we can receive payments directly from the NDIA for approved services.

If you're unsure which management option is best for you, our Support Coordinators can help you understand the differences and make an informed choice.

If your current plan doesn't have enough funding for the services you need, we can help in several ways:

• Plan review: We can support you to request a plan review with the NDIA
• Evidence gathering: Help collect reports and evidence to support increased funding
• Alternative solutions: Find creative ways to meet your goals within your current budget
• Interim support: Connect you with other funding sources or community resources while waiting for plan changes

Remember, your plan should reflect your actual needs. We'll work with you to ensure you have access to reasonable and necessary supports.

All our staff are carefully selected and highly qualified:

• Leadership: Ray Stacey (Director) holds a B.Sc in Psychology and P.Gr. Certificate in Positive Behaviour Intervention
• Support Coordinators: Minimum Certificate IV in Disability or equivalent experience
• Support Workers: Individual Support or relevant qualifications, and ongoing training
• Behavior Support Practitioners: Relevant tertiary qualifications in psychology, social work, or related experience
• Speech Pathologists: University-qualified speech pathologists with AHPRA registration

All staff have current NDIS worker screening clearances, first aid certificates, and receive ongoing professional development to stay current with best practices.

Your satisfaction and wellbeing are our top priorities. If you have concerns:

• Talk to us first: Contact our office on 0493 102 754 to discuss any issues
• Formal complaint process: We have a clear complaints process that ensures all concerns are investigated thoroughly and fairly
• Alternative staff: We can arrange different support workers if personality or working style doesn't match
• Service adjustments: We'll modify our approach to better meet your needs
• External complaints: You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544

We view feedback as an opportunity to improve and are committed to resolving any issues quickly and effectively.

Absolutely! Family involvement is welcome and often beneficial. We can include family members in:

• Goal setting: Helping to identify what's most important to you
• Service planning: Contributing to how support is delivered
• Training: Learning strategies they can use to support you at home
• Regular meetings: Updates on progress and any needed adjustments
• Plan reviews: NDIS planning meetings and goal reviews

However, whilst family members can contribute to your support, in line with NDIS standards family members can not be paid to support you.

Yes, we understand that support needs don't follow a 9-5 schedule:

• SIL services: Available 24/7 including overnight support
• Community access: Evenings and weekends available
• Respite care: Overnight and weekend stays at our Heidelberg facility
• Emergency support: Crisis response available for existing participants
• Flexible scheduling: Most services can be scheduled to suit your routine

PC&S has an After-hours On-call service available to staff and participants and can escalate issues if required. Please note in emergencies do contact the emergency services via 000 if required.

We take all complaints seriously and have a formal process to ensure they're handled fairly and promptly. Please see our Complaints Policy for detailed information on:

• How to make a complaint
• Our resolution process and timeframes
• Your rights when making a complaint
• External complaint options if needed

You can also contact us directly at 0493 102 754 or email hello@positivecareandsupports.com.