The supports other
providers say no to.
Tracheostomy and PEG care, epilepsy management, behaviours of concern, forensic and hospital-discharge pathways — properly staffed, carefully trained, reviewed every week.
Complex support delivered the same way on every shift
Complex support fails for predictable reasons: agency staff who have never met the participant, plans that live in a folder, and no one accountable when something changes. We built our complex care service to remove each of those failure points.
Small matched teams. Participant-specific procedures written with the treating practitioners who know them. Competency signed off before a worker takes a shift alone. Documented processes, transparent reporting and reviews that actually change the roster. We are an NDIS registered provider and our systems are built against the NDIS Practice Standards, including the High Intensity Daily Personal Activities module.
Person-centred
The plan starts with the person’s routine, communication and preferences — then the roster is built to fit it.
Trauma-informed
Predictable staff, predictable routines, no surprises. We assume history matters, because it does.
Evidence-based
We implement practitioner-authored plans as written, and change them with data, not opinion.
Consistent staffing
A small named team per participant. Familiar faces are the single biggest safety control we have.
Three pathways we specialise in
High-intensity supports, delivered at home
Participant-specific plans, with staff trained and signed off against them before a single shift is worked.
Behaviour support that lives in the house
Plans are coached weekly with the team on shift, with a clear focus on reducing restrictive practices over time.
Discharge and forensic pathways, moved quickly
We mobilise staffing, housing and approvals fast, so beds are not blocked and court timelines are met.
Conditions and supports we manage
Every support below is delivered against a participant-specific procedure, with staff assessed as competent before they deliver it unsupervised.
Complex health supports
Delivered under participant-specific procedures written with the treating health practitioners, with competency assessed before unsupervised delivery.
Behaviours of concern
We implement the behaviour support plan exactly as written, coach it weekly on shift, and work deliberately toward reducing restrictive practices.
Everyday life, still the point
High-intensity support is not the goal — a life is. Capacity building sits inside every roster, not in a separate program.
How we deliver it — and why it works
Five commitments that decide how every roster, plan and conversation is handled.
Match, then roster
Staff are matched on skill, personality and cultural fit before availability — and the same small team holds the roster.
Competency before shift
Workers are trained against the participant’s own procedures and signed off as competent before working unsupervised.
Trauma-informed practice
Predictability, consent and choice in every interaction, with de-escalation preferred over restriction, always.
Data, not anecdote
Progress notes, incident and behaviour data are reviewed weekly and taken to the practitioners who authored the plan.
Say it early
If a placement is not working, or a plan is not safe, we raise it immediately — with the participant, family and coordinator.
Complex needs, an ordinary life
High-intensity support is only worth having if the day still belongs to the participant. Hover a card to see what that looks like on shift.
Sleep, meals, showers, music, footy, quiet time — the day is shaped around how the participant already lives, and clinical tasks fit into it rather than replacing it.
Support includes getting out: appointments, study or work, family and friends, faith, sport and the interests that make the week worth having.
Cooking, communication, money, travel and self-care are practised inside everyday support, at the participant’s pace and led by their goals.
Rigour that shows up on shift, not just in the plan
Purpose-written care plans
Every complex participant has a plan written for them specifically, not adapted from a template.
Staff trained per participant
Workers are trained and signed off against that specific plan before their first shift — not generically inducted.
Double-signed medication records
Digital records, double signatures where required, and any variance reviewed straight away.
Weekly data to your care team
Progress notes, incident data and behavioural trends shared weekly with coordinators and allied health.
Monthly multidisciplinary review
Support workers, team leader, allied health and family in the same meeting, monthly.
The systems behind the support
Complex care is only as safe as the systems around it. Ours are documented, audited and available to you on request.
Every complex participant has a documented care plan and participant-specific procedures, written with their treating health practitioners and behaviour support practitioner. Plans are version-controlled, reviewed on a set schedule and after any significant change, and no procedure is delivered by a worker who has not been signed off against it.
A structured risk assessment is completed before we accept a referral and again before transition — covering health, behaviour, environment, staffing, transport and safeguarding. Each identified risk has a named control, an owner and a review date, and the risk register travels with the participant into the roster and the handover.
Incidents are recorded the same shift, triaged immediately, and reportable incidents are notified to the NDIS Commission within required timeframes. Every incident gets a cause analysis, a documented action, and a debrief with the staff involved — and incident trends are reviewed monthly, not filed away.
We only implement regulated restrictive practices where they are authorised and set out in a behaviour support plan. Use is recorded and reported every time, reviewed with the behaviour support practitioner, and reduction targets are written into the plan. Unauthorised use is treated as a reportable incident.
Scheduled internal audits of documentation, medication records, incident handling and plan adherence, plus participant and family feedback that is logged and actioned. Complaints, feedback and audit findings all feed one continuous improvement register that leadership reviews monthly.
NDIS Worker Screening, police and Working with Children checks, First Aid and CPR as a baseline, then participant-specific training and sign-off. Competency is re-assessed at least annually and after any related incident, with practical supervision on shift — not just an online module.
Every household has an emergency plan covering health deterioration, seizures, choking, behavioural crisis, fire, heat and power failure. Staff rehearse it, emergency contacts and participant-specific procedures are kept where staff can find them, and the plan is reviewed after any incident.
From referral to a stable roster
Referral and intake
Send whatever you have — discharge summary, behaviour support plan, risk profile, funding. We read it properly and come back within one business day.
Assessment and planning
Risk assessment, meet the participant and family, confirm ratios and funding, and draft participant-specific procedures with the treating practitioners.
Matching and sign-off
A small named team is matched, trained against the plan and assessed as competent. Shadow shifts and a documented handover before anyone works alone.
Transition
Staggered introduction, senior presence on shift, daily review of what is and is not working, and same-day adjustment of the roster or the plan.
Review and beyond
Formal reviews with the participant, family, coordinator and practitioners — then a standing monthly review while high-intensity supports remain in place.
We are one part of the team around the participant
Behaviour support practitioners, speech pathologists, occupational therapists, GPs and specialists, guardians, coordinators and families. We implement their plans faithfully, feed real data back, and say so early when something is not working.
Complex care,
explained
Supports the NDIS classifies as high intensity — PEG feeding, tracheostomy care, ventilation, dysphagia and mealtime management, complex bowel care, seizure management, subcutaneous injections, diabetes management and severe behaviours of concern. Each requires participant-specific training, sign-off and supervision, which we build into the plan before support starts.
They are written with the participant’s treating health practitioners and, where behaviour is involved, their behaviour support practitioner — then documented as step-by-step procedures our staff are trained and signed off against. We implement plans; we do not rewrite clinical advice.
Only where authorised and set out in a behaviour support plan. Every use is recorded and reported, reviewed monthly with the practitioner, and the plan carries explicit reduction targets. Any unauthorised use is treated as a reportable incident and investigated.
Recorded the same shift, triaged immediately, and reportable incidents notified to the NDIS Commission within the required timeframes. You are told before anyone else. Every incident gets a cause analysis, a documented action and a staff debrief, and trends are reviewed monthly.
You can reach our team on 0492 972 044, and the after-hours contact arrangements for each complex placement are agreed in writing with the participant, family and coordinator when support starts — and the person answering knows the participant.
Often within days once funding and a suitable placement are confirmed. Send the discharge summary and risk profile and we will give you a realistic date, not an optimistic one.
Yes. We implement speech pathology mealtime management plans, including texture-modified diets and thickened fluids, with staff trained against the plan and choking risk covered in the household emergency procedures.
A small named team per participant, rosters published in advance, and shadow shifts before anyone works alone. Continuity is treated as a safety control, so we would rather decline a shift than fill it with someone the participant has never met.
Ratios, staffing and supervision are adjusted as needs change — we would rather raise it early than defend a plan that has stopped working. If we cannot deliver safely, we say so and help plan the alternative.
Yes, and our systems are built against the NDIS Practice Standards, including the High Intensity Daily Personal Activities module. Policies, audit records and evidence of worker screening are available to coordinators and funders on request.
Send us the hard referral
Care summary, risk profile, funding — whatever you have. Our team reviews it and you get a straight answer on capacity and timing, not a maybe.
