FREQUENTLY ASKED QUESTION’S

Here are the questions we are often asked, but if there is something we have missed, please contact us on 03 8752 4255.

What is the NDIS?

The National Disability Insurance Scheme (NDIS) has been developed to improve choice and create better outcomes for people with a disability. You will receive a plan from the NDIA which is based upon goals you’ll set for yourself. Funding is provided, and you are free to choose from any registered NDIS provider. Any goal which is considered reasonable, and fair will be funded by the government. This can include support services to go about your daily life, as well as for goals such as learning to drive, learning to cook or creating independence in the community. You can learn more about the NDIS on the official federal government NDIS website.

What NDIS Services do you provide?

The Complete Carers Co team provide a variety of services for a wide range of clients. All our support services are personalised for your individual needs and provided by our experienced care team.
Our services include:

·    SOCIAL SUPPORT

·     COMPANIONSHIP

·     ASSISTANCE WITH DAILY LIVING

·     COMMUNITY ACCESS

·     TRANSPORT

·     DOMESTIC ASSISTANCE

·     PERSONAL TRAINING

·     SPORT INCLUSION

·     PERSONAL CARE

·     TUTORING

·     SUPPORTED INDEPENDENT LIVING (SIL)

·     RESPITE CARE

Where is Complete Carers Co operating?

Our head office is based in Braeside and Complete Carers Co provide local support workers in Melbourne Bayside, South East Melbourne, Mornington Peninsula and the Eastern suburbs. Our

Suburbs we service include: St Kilda, Carnegie, Bentleigh East, Parkdale, Mentone, Cheltenham, Chelsea, Aspendale, Aspendale Gardens, Bonbeach, Carrum, Patterson Lakes, Chelsea Heights, Lyndhurst, Lysterfield, Dandenong, Cranbourne, Clyde, Frankston, Rosebud, Hastings, Dromana, Devon Meadows, Officer, Mornington, Bunyip, Pakenham, Black Rock, Mordialloc, Croydon, Lilydale, Keysborough, Noble Park, Clayton, Chadstone, Glen Waverly, Bayswater and all surrounding suburbs.

Should you reside outside of these areas please contact our team to discuss on 03 8752 4255

What sets Complete Carers Co apart from other service providers?

Complete Carers Co is invested in making a real difference in the lives of our clients. For us it is about real-life connections. We have a big focus in the health and fitness industry, including the option of working with qualified personal trainers. In addition, our team can provide a wide range of supports that are tailored to each individual clients’ goals. At Complete Carers Co, we care.

How to contact the team?

Our friendly and helpful team are available to assist you providing support workers 24 hours a day, 7 days a week. Please call the office at any time on 03 8752 4255, contact us via email at info@completecarersco.com.au or fill out our form here.

What is the free consultation that Complete Carers Co provide?

Complete Carers Co offer an initial free consultation with our management team. This face-to- face meeting will take place within one week of your enquiry. During this time, our knowledgeable and experienced team will get to know you, your needs, goals, and aspirations. This free of charge service allows the participant to gain a better insight into the service they can expect from the Complete Carers Co team.

What is the next step once we choose Complete Carers Co as our service provider?

Once you have chosen Complete Carers Co as your service provider, it is time to sign a service agreement. This agreement will outline the terms and conditions of your supports and summarise the expectations for both you and Complete Carers Co. It describes how and when the support will be provided, as well as the costs and the fees you need to pay. Once you sign your service agreements, you can start receiving your NDIS supports.

∗ Please note this is not a lock in contract and you are welcome to discuss any changes with the Complete Carers Co team at any stage.

How much do services cost?

We work with you to plan services that suit you and your situation. If you have government funding it will cover the cost of specified services. If you would like to purchase additional services or you do not have funding, we will clearly explain how much services cost, so you can make an informed decision about what you would like us to provide.

Can I change what I need under the NDIS?

Yes, if your circumstances change. If something happens that affects the supports you need, just let the NDIS or your support provider know and they’ll work with you to review your plan. Your NDIS plan is also reviewed approximately every 12 months. This allows you to assess the progress you’ve made towards achieving your goals and helps you to set new goals for the year ahead – which could also lead to a change in your support requirements.

How does the NDIS acknowledge the efforts of parents of people with disability?

The NDIS fully recognises the important role you, as parents, play in supporting the lives of your children. The NDIA consider your views and experience to be crucial to the planning process. Parents are actively encouraged to work in partnership with the NDIA and be vocal about your children’s needs.

Can you assist children and adults with a disability?

Yes. We have experience providing services to people of all ages.

Can you assist family carers?

We can assist family and other care givers to take a break. They may want to return to work or study, enjoy some leisure time or catch up with friends. Many family members appreciate a chance to enjoy time with the person they care for, while we take over some of the chores.

How long does it take for services to start?

If you need help in a hurry we will endeavour to organise services to start the next day, however most services start within one week to make sure we can find the right staff members for you. The team at your initial consultation will be able to provide more information based on your particular situation and requirements.

Can I choose my own staff?

Yes. We encourage you to participate actively in the selection of your team. We try to match your preferences in relation to your staff. We know some people prefer male or female staff, people with particular language abilities or other skills. We recommend you choose a small team rather than one worker, so you have more than one person who knows you and understands your preferences.

What if I have support staff employed by another agency that I want to keep using?

If you have existing support staff that you would like to keep using, they can join our care team . Essentially, if you are happy with them and they satisfy the usual reference and police checks, we are able to take them on board so they can continue providing your services.

Do all your staff have police checks?

Yes. All staff have Police checks and a Working with Children check.

What level of training do your staff have?

All staff providing hands on care have a certificate 3 or 4 in a relevant field as a minimum qualification. All nurses have current registration. Every member of our team completes annual compulsory training and our Learning Manager provides education sessions on relevant topics across the year.

If you have complex or technical support needs, our team will complete training specifically related to your care.

What happens if there is a medical emergency?

Our in-home care team members are trained in first aid and basic life support to assist you until an ambulance arrives. We have an after-hours service that can respond to any situation that may occur overnight or on weekends.

Can you help me on the weekend or after hours?

Yes. We visit in the evenings, can arrange overnight or 24 hour care, and provide services 7 days a week, 365 days a year.

Can you help with holidays and day trips?

Yes. Just let us know what you are planning and we will work with you to make it happen. Each situation is different so we are flexible and will consider the welfare of you and our staff.

Can you help me get to appointments or other places?

Yes. Our team can provide transport to medical appointments, other appointments such as the hairdresser, social functions, community events and just about anywhere else you would like to go.

Can you assist people living in shared supported accommodation?

Yes. Sometimes some extra hours of dedicated care can be helpful, for short periods of time or on a more ongoing basis.

How do I become a Support Worker with Complete Carers Co?

We are always looking for new quality Support Workers to join our team. Please contact us on 03 8752 4255 or email info@completecarersco.com.au for further information.

How do I make a complaint?

Contact us by whatever means makes you feel most comfortable. Call 03 8752 4255 or email info@completecarersco.com.au
We value your opinion and that’s why we have a dedicated team to respond to any concerns or issues you may have within 24 hours. We respect your privacy and assure your confidentiality.

Complete Carers Co Coordinators and Management staff are always available to discuss your concerns. If you are not satisfied with the management of your complaint, or do not wish to discuss your complaint directly with Complete Carers Co you can contact one of the following:
NDIS Quality and Safeguards Commission 1800 035 544 or http://www.ndiscommission.gov.au

ACT Disability and Community Services Commissioner: 02 6205 2222 or human.rights@act.gov.au
WA: The Health and Disability Services Complaints Office (HaDSCO) (08) 6551 7600 or mail@hadsco.wa.gov.au
VIC Disability Commissioner: 1800 677 343 or complaints@odsc.vic.gov.au
QLD: Queensland Ombudsman 1800 068 908
NSW Ageing and Disability Commission 1800628 221 or nswadc@adc.nsw.gov.au The Australian Human Rights Commission: 1300 656 419

Do you have a question that we have not answered above?

Please call us on 03 8752 4255