Question 1

What happens if my support worker moves on?

Accepted Answer

Support workers don’t move on often. If it does happen, you’re not starting over. Your worker is part of your team, not the whole thing. You choose who comes next. We don’t send whoever’s available. Once you’ve chosen, we brief them on how your support works, what matters to you, and what doesn’t, so you’re not re-explaining everything. Matt, Grace, and Antaylia already know your situation, and that knowledge stays with us, whether your worker changes or not.

Question 2

How do I know your support workers are safe?

Accepted Answer

Every support worker meets with Grace before they start, completing NDIS screening, Blue Card checks, past employment reference checks, and our internal training. Once support begins, your team leader reads every shift note the same day and stays across what’s happening, so any issues are picked up early.

Question 3

What if the support worker isn’t the right fit?

Accepted Answer

If at any point something doesn’t feel right, just let us know. We’ll have a conversation about what’s not working and see if it can be resolved in a way you’re comfortable with. If not, we’ll introduce someone new for you to meet. We’ll keep working with you until you feel confident and comfortable with your support worker. Support is personal, and we take that seriously. Your comfort comes first.

Question 4

Why is your service different from other providers?

Accepted Answer

We’ve listened closely to the NDIS community and the challenges people have faced. That’s why we’ve built our system around clear communication, consistent service, and accountability at every level. You’ll be able to contact your team leader directly, which makes difficult conversations easier and removes the stress of having to manage things yourself. It means you can focus more on your life, not the coordination and how your support is performing. Behind the scenes, we have systems in place to make sure everything runs as it should. Records are kept in Astalty, a purpose-built NDIS platform, which helps reduce human error and ensures accurate, consistent record keeping.

Question 5

Why do I have a team leader?

Accepted Answer

In most workplaces, there’s a manager on-site who can see how things are going day to day and step in early if something feels off. Support work is different. Your worker is in your home, and their employer isn’t there to observe each shift. If you’re working with an independent support worker, there’s no built-in oversight. That means concerns rely on you to notice, raise, and manage. Your team leader provides that extra layer of support. They review shift notes daily, check in regularly with your worker, and stay in contact with you. If something starts to change, like notes not aligning with your goals or a worker’s attendance slipping, they can step in early. You can contact your team leader anytime. They’ll also check in with you every 60 days to make sure things are working well and address any concerns.

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