Frequently Asked Questions

How can you help me with my child's daily needs?
Our support workers assist with activities like encouraging physical activity, helping with social events, boosting confidence, and engaging with your child’s interests. We aim to reduce stress for families while providing high-quality care and mentorship.

​

Do you have experience working with people like me/my child?
Yes, our experienced support workers specialise in working with children who have neurodevelopmental challenges. We focus on a personalised approach that respects each child’s unique needs and strengths.

​

How do you make sure your team members are are well-trained?
Our support workers are carefully selected for their experience and passion for working with neurodivergent children. We ensure they are well-trained in neuro-affirming practices and provide ongoing education to maintain the highest quality of care.

​

How will you match me with the right support worker?
We take into account your child’s specific needs, interests, and goals when matching you with a support worker. Our aim is to ensure compatibility and comfort. An Initial Meet & Greet appointment is organised to determine connection, build rapport and to help everyone decide if it's a good fit for continual sessions.

​

What happens if we don’t feel comfortable with a support worker?
If you’re not comfortable, we’ll work with you to find a better match. Your satisfaction and your child’s well-being are our top priorities. It's very uncommon, because of our thorough processes, but occasionally a child doesn't click with the support worker we have provided. 

​

How do you make sure we feel safe and respected?
Our team is committed to creating a safe, respectful, and supportive environment. We prioritise building trust, respecting routine, and maintaining open communication with families.

​

How often will we see our support worker?
Sessions can be scheduled based on your needs—before school from 6 am, during school hours, after school until 8 pm, weekends, and school holidays. You tell us early on what your needs are and we let you know if we can accommodate before any commitment is made.

​

How do you handle emergencies?
We have clear protocols in place to handle emergencies. Our support workers are trained to act calmly and effectively, ensuring your child’s safety at all times. They can also contact Clint and the parent/guardian/ICE if needed as they have contact details available at all times.

​

Can I change my support plan if I need to?
Yes, talk to your support worker and/or Clint if you need to make any changes. We provide you with clarity around how/when to do this when you start with us.

​

How do you keep my information private and safe?
We adhere to strict confidentiality and data protection policies to ensure your information remains secure.

​

What do I do if I have a problem or complaint?
You can follow our confidential complaints process here

​

How do you make sure I have a say in my support?
Your input is integral to our process. We work collaboratively with families to ensure our services align with your goals and values. We often ask for feedback in various forms and update our processes and systems to reflect nay essential changes.

​

Can you help my child with their hobbies and activities?
Yes, we encourage and support children in exploring hobbies and participating in activities that interest them as well as encouraging them to try new things and to step outside of their comfort zone.

​

How do you make sure your services fit my culture and beliefs?
We respect and celebrate cultural diversity, tailoring our services to align with your family’s values and beliefs. Our support workers are taught to work within the scope of their role at all times.

​

Do you offer help with transport to appointments or activities?
Yes, transportation support can be included in your plan, depending on availability and location. Picking children up from school, taking them to school, appointments, activities etc is a main element of this service.

​

How will you communicate with me and my family?
We maintain open communication through regular updates, email phone chats, and meetings to keep you informed and engaged.

​

What is the cost of your services, and are there any extra fees?
Our services are often NDIS-funded for self-managed and plan-managed participants. Additional costs may apply for specific requests, and we’ll always be transparent about fees. We ensure the current fees are displayed clearly in the service agreements before you sign them.

​

How do you make sure I am happy with the support I receive?
Your satisfaction is our priority. We conduct regular check-ins to ensure we’re meeting your expectations and continuously improving our services.