Frequently Asked Questions

During our first consultation or interview, we take note of your parent/family member’s preferences, likes and interests as well as the type of support they need. We then review our staff pool to find a person with a matching personality and skills. We will do our best to make a suitable match, but we also relay on your feedback to ensure that we get it right.

No, please do not pay our staff directly or offer them payment. The designated family member will receive an invoice every other week and payment should be made to the business bank account.

We ask our staff to have a Certificate III from TAFE or RTO that prepares them for their role. At times we employ higher education students who have completed similar courses and training as part of their degree. But we do vet them with care.

If you or your family member is uncomfortable with one of our staff, please don’t hesitate in letting us know. You (and we) won’t hurt their feelings. It is just the wrong match! The most important thing is that you or your relative is comfortable with your worker. If you would like a change, please call our office and we will assist.

If your regular staff member is unable to assist you on a scheduled day, we will call and discuss this with you and offer a replacement staff member. If you are uncomfortable with having an unknown person, that is OK. There will be no charge.

The usual routine is for our staff to remind the client to take their medication according to the schedule that is provided in the home. However, some of our staff have advanced training and understand how to assist the client in taking their medications safely. Please discuss this with the Client Services Coordinator.

Some of our owners have approval to manage Home Care Packages. These days, a Home Care Package is assigned to a person rather than a company. If you are unfamiliar with the changes, please call us to discuss the process for applying for a Home Care Package. Your local owner will be able to advise you if they have Approval to manage Home Care Packages.

it’s those daily chores that we usually do to keep a home clean and tidy, such as doing the dishes, laundry, cleaning the bathroom, vacuuming and mopping. It does not include washing windows or spring cleaning.

Our standard service agreement outlines the services that you are asking of us and the frequency of services. This protects both you and us. There is no duration to the contract and you can cancel services with 24 hour’s notice.

Admission to hospital is not always planned. If there is a planned admission, services can either be put on hold (without charge) or we can arrange for the staff member to support your parent while they are in hospital. If it is an unexpected admission, please let us know as soon as possible and services can be suspended without charge until your parent returns home.

If your parent has a Home Care Package, you should speak with the Case Manager who can explain the process.

Changes, either single service/s or permanent changes can be made by contacting your local office. Please try to give us at least 2 hour’s notice. We will be able to tell you if your regular staff member is available for the new time or if we need a substitute.

Please feel free to call your local office and speak with the Owner or Client Services Manager. We are happy to provide answers to your questions (or seek out an answer for you). We would also like to assist with any problems you may have encountered with our services or staff.