About Hearts In Action · Registered NDIS Provider · Est. 2024
Not a marketplace. Not a roster service. A managed team of disability support workers across South East Queensland — held together by structure, accountability, and people who refuse to cut corners.
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The NDIS was supposed to change everything for people with disabilities. And in many ways it has. But somewhere along the way, the provider side of the equation broke. Too many companies discovered they could place a support worker, send an invoice, and move on — and nobody would hold them accountable for what happened in between.
We saw it firsthand. Families managing their own support because their provider wouldn't. Workers left unsupported, burning out, and leaving. Participants cycling through strangers because nobody was tracking whether the match was right. And the whole time, the providers kept using the same words — care, independence, empowerment — without building a single system to deliver on any of them.
Hearts In Action started in 2024 because Matt and Grace decided that cycle had to stop. Not with better marketing. Not with more promises. With better systems. A team leader who reads every shift note daily. Formal 60-day check-ins with every participant. Workers matched on personality and goals, not just availability. Backup plans so support doesn't collapse when someone's sick. That's not a philosophy — it's how we actually operate, every single day, across South East Queensland.
Mable and HireUp connect you with a worker they've never met, have no idea if they're any good, and take a commission for the introduction. That's where their involvement ends. There's no team leader, no shift note reviews, no quality control, and nobody to call when something goes wrong. If your worker cancels, you're on your own. The platform doesn't manage anything — it just facilitates the transaction.
Independent support workers found through Facebook groups or word of mouth can be great people — but most are unregistered, which means no external audits, no practice standards, and no one holding them accountable. No backup when they're sick. No documentation system. No audit trail. When it works, it works. When it doesn't, there's nothing holding it together — and no standard they're required to meet.
Hearts In Action operates as a professionally managed team. Every support worker is matched carefully, overseen by a dedicated team leader, and backed by daily shift note reviews, 60-day participant check-ins, documented continuity plans, and a registered provider framework. We're not a middleman. We're the people responsible for your support — and we've built the systems to prove it.
We don't assign workers based on who's available in the roster. We match on personality, communication style, shared interests, and goals. Before any support begins, we review the participant's plan, speak with the family or coordinator, and identify who on our team is genuinely the right fit. That groundwork is what makes the relationship sustainable.
We use Astalty as our support management platform. Every support worker completes shift notes after each visit. Our team leader reviews those notes daily — not weekly, not occasionally. If something looks off, we act on it that day. This is how problems get caught early instead of becoming crises.
Every participant receives a formal 60-day check-in — a structured conversation where we review what's working, what's changed, and whether the support is still aligned with their goals. This isn't a quick phone call. It's documented, actionable, and feeds directly into how we plan the next period of support.
Every participant has a backup plan built in from day one. If a worker is sick, on leave, or unavailable — there's already someone who knows the participant, knows their routines, and can step in without disruption. We don't scramble to find cover when something goes wrong. We've already planned for it.
NDIS registration isn't a badge you put on a website. It means we've been assessed against the NDIS Practice Standards, and we have to maintain that standard through regular independent audits. We can't just claim to be good — we have to prove it on a schedule.
ISO 9001 certification goes one step further: it means our quality management processes have been audited against an internationally recognised standard. Every system we use — from shift documentation to incident response — exists within a framework that's been independently reviewed. That's not common among NDIS providers. We think it should be.
Every provider says they care. We decided the only way to prove it was to build systems that make quality the default outcome — not something that depends on remembering. Daily note reviews, structured check-ins, documented backup plans. These aren't nice-to-haves. They're how we operate.
We are deliberately small. Not because we can't grow, but because we've seen what happens when NDIS providers scale faster than their systems can support. We'd rather serve fewer families exceptionally well than many families inconsistently. That's a business decision with a values basis.
If we're not the right provider for someone, we say so — early and clearly. If something goes wrong, we tell the family before they have to ask. If our worker wasn't right for a participant, we own it and fix it. Honest conversations build better support relationships than managed impressions ever could.
This applies to participants and to workers. Our support workers are part of a team — not contractors left to figure things out alone. They're trained, supported, debriefed, and valued. Because workers who feel supported give better support. That's not a feel-good statement. It's a feedback loop we've built deliberately.
No obligation. No sales pressure. Just an honest conversation about your situation and what support could look like. Most families tell us the call felt different from the start.
Now you know who we are and how we work. The next step is simple — a free call to discuss your situation. No obligation. No pressure. Just an honest conversation about what support with Hearts In Action could look like.
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Straight answers about Hearts In Action as a provider.
2024. Matt and Grace started the company after seeing too many NDIS participants let down by providers who promised quality but didn't build the systems to deliver it. Hearts In Action was designed from the ground up with structure, oversight, and accountability at its core — not added after the fact.
We're a registered NDIS disability support worker provider. We deliver matched support workers for personal care, community access, capacity building, daily living, social skills development, meal preparation, and domestic assistance across South East Queensland. We operate as a managed team — not a marketplace, not a directory, not a platform.
It means we've been independently assessed against the NDIS Practice Standards and are audited every 18 months by an external body. We're also ISO 9001 certified. Registration is the only way to prove that an external party has verified your quality and safety systems. NDIA-managed participants are required to use registered providers — but even for self-managed and plan-managed participants, it's the strongest quality signal available.
Fundamentally different model. Mable and HireUp are marketplace platforms — they connect you with independent workers and take a commission. There's no team leader, no shift reviews, no quality oversight, and no backup when someone cancels. Hearts In Action is a managed provider. We employ a structured team with active leadership, daily accountability, and documented continuity plans. The support doesn't depend on one person — it depends on a system.
Currently around 18 participants across South East Queensland. We keep this number deliberately manageable. Every participant gets a dedicated team leader, daily shift note reviews, and formal 60-day check-ins. We'd rather turn away new participants than stretch the standard thin. When we grow, we grow at a pace that maintains quality.
We provide NDIS disability support workers across Gold Coast, Logan, Ipswich, and Brisbane — covering South East Queensland. Each area has a dedicated page with more detail: Gold Coast, Logan, Ipswich, Brisbane.
Astalty — a professional NDIS record-keeping and invoicing platform. Every shift is documented, every note is reviewed by the team leader daily, and all records are accurate, auditable, and accessible. This isn't a paper trail — it's a real-time accountability system that keeps everyone informed.
We're a service-area business — our support workers come to participants' homes across South East Queensland. We don't operate from a public office. All initial conversations happen by phone or video call, and your team leader is always reachable directly when you need them.
Whether you want to know more about how we work, check if we cover your area, or discuss a specific support need — reach out. We'll give you a straight answer.
Still deciding whether Hearts In Action is the right provider for your situation? We're happy to answer any question honestly — even if the answer is that someone else might be a better fit.
Our Gold Coast team delivers structured NDIS support with dedicated oversight — not just a worker placed and forgotten.
We support participants across Logan with a team model built around consistency, communication, and real follow-through.
Ipswich participants receive the same level of matching, team leadership, and accountability we bring to every placement.
Brisbane families trust us because our support is personal, well-managed, and built around what actually matters to each participant.
Want to check if we service your area? Ask us — we'll confirm straight away.
Dedicated Location Pages