How it works
From first call to everyday support
We combine experience with genuine care, so support feels safe, structured and human. In practice that is five steps, the same for every participant.
How every service starts
The same clear process, whatever you need
Every support follows the same five steps, so you always know what happens next.
- 01
Initial support discussion
We discuss your support needs, daily routine, goals and expectations to work out how our services can assist you.
- Your needs, routines and goals
- Your NDIS plan and how it is managed
- The support you are looking for
- 02
Support planning and onboarding
If we are a good fit, we prepare your Service Agreement, provide the Participant Handbook and develop a structured support plan aligned with your NDIS funding and goals.
- Service Agreement
- Participant Handbook
- A support plan aligned with your funding
- 03
Meet and greet, then start
We organise introductions with your support workers. Once you are comfortable with the team, we set your support schedule and commence services with regular coordination check-ins.
- Introductions before anything starts
- A schedule that suits you
- Coordination check-ins from day one
- 04
Ongoing monitoring
We maintain regular contact with participants and support workers to make sure services remain consistent and responsive to your needs.
- Regular contact with you
- Regular contact with your workers
- Quick adjustments when something changes
- 05
Review and continuous improvement
We review your supports periodically to make sure services continue to align with your goals, and adjust supports where required.
- Periodic reviews
- Supports adjusted to your goals
- A plan that grows with you
In every shift
What you can expect in every shift
Five values of excellent support. They follow the participant rights set out in the NDIS Practice Standards, so living them is also how we meet our obligations.
Person-centred support
Support built around your goals and your way of doing things.
Follow the support plan, ask rather than assume, and raise changes with you first.
Dignity and privacy
To be treated with respect, and to have your body, home and information kept private.
Knock, ask permission, cover and close doors during personal care, and share information only with consent.
Independence and choice
To make your own decisions, including ones others may not agree with.
Support you to do things for yourself, offer options and respect the answer.
Respect for culture, values and beliefs
Your culture, language, faith and identity to be understood and respected.
Learn what matters to you and adapt food, routines, communication and timing to suit.
Safety
To feel safe and to be free from violence, abuse, neglect and exploitation.
Follow risk and medication plans, report every incident and concern, and speak up without delay.
Funding
How supports are funded
Supports are delivered under your NDIS plan and charged in line with the NDIS Pricing Arrangements and Price Limits. We agree supports and costs with you before anything starts.
Self-managed
You manage your NDIS funding and pay invoices yourself. We send our invoices to you.
Plan-managed
A plan manager pays providers on your behalf. We send our invoices to your plan manager.
NDIA-managed
The NDIA pays registered providers directly. As a Registered NDIS Provider, we claim through the NDIS.
FAQs
Before you start
If yours is not here, call us on 0422 400 373 or send an enquiry.
Yes. Our supports are for NDIS participants with a current plan. If you are not yet a participant, the NDIA handles access requests on 1800 800 110 or at ndis.gov.au. You are welcome to call us before your plan is approved to talk through what support could look like.
Your suburb, the support you are looking for, the days and times that suit you, and how your plan is managed. It helps to have the goals and funded supports from your NDIS plan handy. You choose how much of your plan you share with us.
Supports are charged at or below the NDIS price limits and claimed from your plan funding, either from you, your plan manager or the NDIA depending on how your plan is managed. Rates are written into your Service Agreement before support starts. Everyday costs the NDIS does not fund, such as groceries, meals out and event tickets, stay with you.
A written agreement between you and Serenity Supportcare. It sets out the supports you will receive, when and where, what they cost, each party’s responsibilities, and how to change or end the agreement. You get a copy, along with our Participant Handbook, and you can have a family member or advocate with you when you go through it.
No. Serenity Supportcare is a Registered NDIS Provider, so we can support participants who are self-managed, plan-managed or NDIA-managed. NDIA-managed participants can only use registered providers.
No. You can contact us directly. If you do have a support coordinator or plan manager, they are welcome to make a referral or join the first conversation.
It depends on worker availability and the support you need. After the first conversation we review your plan, prepare your Service Agreement and arrange a meet and greet. Services start as soon as those steps are complete.
Yes. We match you with suitable workers and arrange a meet and greet before services begin. If the match is not right, tell us and we will change it.
Let us know as early as you can by phone, text or email. Under our Service Agreement, a cancellation made after 3 pm on the day before the service is a short notice cancellation and may be charged at up to 100% of the agreed price, as the NDIS Pricing Arrangements allow.
Yes. Your days, times, supports and workers can change as your needs and goals change. Tell us what you need and we will update your support schedule and, where required, your Service Agreement.
Yes, at any time. Give the notice set out in your Service Agreement and we will finalise any outstanding shifts and invoices.
Ready to take your first step?
Start the first step
The first conversation is about listening. Share a few details and we will text you back.