Sunshine Coast and Noosa regions, QLD
Office Hours: Tuesday-Saturday
NDIS funding may be available
Creating Confidence & Capability
Frequently Asked Questions
Here you'll find a variety of frequently asked questions relating to our services and team.
Q:
What qualifications do your Support Workers have?
Our Support work team are not always hired based on formal qualifications and may not have formal disability qualifications when they come on board. While we value lived experience and personal skills, we believe in a balance of formal training and practical experience for providing safe and effective support.
Here's how we ensure high-quality care, even without requiring specific formal certifications:
-Rigorous recruitment process: We go beyond resumes and references. We conduct in-depth interviews and practical assessments to gauge a candidate's attitude, values, interpersonal skills, and understanding of NDIS principles.
-Comprehensive onboarding and training: We provide extensive training on disability awareness, communication strategies, safety protocols, and NDIS regulations. This ensures all our Support Workers are equipped to handle diverse client needs.
-Ongoing mentorship and support: Our exceptional team provides continuous guidance and support to each Support Worker, helping them hone their skills and adapt to individual client needs.
-Commitment to quality: We have comprehensive systems and processes in place to monitor service delivery, address concerns promptly, and ensure consistent high standards.
-Open and regular communication: We believe in regular and transparent communication with our team, clients, parents and professionals. We keep clients/parents informed about their own/their child's progress and welcome feedback.
-NDIS compliance: Though not registered providers ourselves, we ensure strict adherence to NDIS documentation and procedures, ensuring every client receives services according to their plan and goals.
While formal qualifications can be valuable, we believe in a holistic approach that emphasises personal suitability, practical skills, ongoing training, and unwavering commitment to quality care. This ensures our Support Workers provide the personalised, reliable, and effective support every client deserves.
If a team member is keen to upskill and undertake formal disability services training we support them to do so. However we do prefer candidates who are studying or have completed a Certificate in Individual Support.
Q:
Are you an NDIS registered provider?
No. We considered this but realised upon thorough assessment that we will be too limited in the services and experiences we can provide to families if we opt to become registered through NDIS. The cost to register and to organise regular audits is extremely high which would result in a much higher cost to operate and having to pass some or all of that into clients, we are already complying with many, if not all, NDIS regulations, we have comprehensive systems and processes in place in all areas of the business, all team must have a Blue Card, Australian Police Checks and current First Aid and CPR certificates and we only allow exceptional people to join our team and be trusted with clients. We wouldn't be able to offer the unique and special services we currently do if we registered officially.
Q:
Can I use my NDIS funding with you?
Absolutely! We can assist those with self and plan managed plans.
Support Work comes under particular categories and codes depending on the day of the week, time of day and travel required, while Fishing Coaching, Private Kids and Adults Coaching categories and codes can vary depending on the client's plan because essentially it encompasses various types of supports/therapies in the one service.
This can be discussed in more detail during the phone chat appointment with Clint.
Q:
Where are you located?
On the Sunshine Coast for events, Fishing Coaching, Private Kids / Adults Coaching and Support Work, and Noosa and Gympie for Support Work (QLD, Australia). With plans to expand Support Work and Fishing Coaching into other regions in 2024.
Q:
Why do you ask potential new clients make a phone chat booking instead of you just calling us?
Clint conducts the phone chat appointments and has limited availability for these throughout his work week around client sessions, other work and meetings so his definite availability for phone chats is provided in the booking calendar.
This process also includes an automatic email with an online form required to be completed by the potential client specifically for the type of service phone call booked in. The data you enter into the forms are essential for Clint to have prior to him calling so the conversation can be as thorough and as helpful for all parties as possible.
This system has been developed from years of experience running these types of services and has been found to be the most effective for providing the best customer service and new client enquiry process.
Q:
I care or advocate for someone with special needs who may benefit from your services, can we meet to discuss?
The best way to organise an in-person get-together is to first book a phone chat appointment for the relevant service you/your client may be interested in.
After that a Trial Session or Initial Meet & Greet session may be organised, depending on the service and whether we can assist with your/your clients needs.
Q:
What availability do different team members have throughout the week?
Clint: works Tuesday, Wednesday and Friday all day and Saturday mornings. His session availability ranges from 7am - 11/11:30am depending on the day, and weekday afternoons 1:30-5pm. His office/admin hours are in between sessions on weekdays, 8am-5pm Thursdays, and phone chat appointments are available some days at 5:30pm.
Aimee: customer service via email and website is generally available Tuesday-Friday 8am-3:30pm and Saturday 8am-11:30am.
Support Workers are available at various days and times ranging from 7am - 8pm 7 days a week.
Q:
Is there a fee for the Initial Meet & Greet appointment for Support Work?
Yes, the initial 2-hour appointment comes with the standard Support Work rate for the duration as we are an employer of Casual team members who need to be paid for a minimum of 2-hours each shift. The 2-hour period is sufficient time for a child and Support Worker to spend quality time together to hopefully connect and bond before potentially having regular sessions together (weekly or fortnightly).
We understand many independent Support Workers (and agency provided Support Workers who are still classed as 'self-employed using an ABN) do not charge a fee for an initial meeting and often offer shorter initial meetings.
We are governed by and adhere to Fair Work legislation and various codes of conduct and other policies, and implement other comprehensive systems and processes to ensure we deliver a high quality service and experience to families and our team members.
NDIS plans allowing funding for regular Support Work sessions also allow for funding for the Initial Meet & Greet session as it's classed as a Support Work session.