Disability support FAQs

Find the answers to frequently asked questions around disability support, different ways we can help you enjoy living independently, and more.

Frequently asked questions

What is Person Centred Care and Active Support?

Person Centred Care and Active Support is the framework for the approach to all disability services. ‘Person Centred’ means you are at the centre of decisions about the care you want to receive based on what matters to you.

‘Active Support’ is aimed at helping you live the life you want, taking up opportunities you want to pursue, connecting with your community, family and friends.

Can you help me manage my Disability Support funding?

Yes. We are very skilled at helping people with Individual Support Plan (ISP) or National Disability Insurance Scheme (NDIS) funding. We know the system well and have a lot of experience managing the rules and regulations, the invoicing, and all the other associated tasks. We can help you understand the system so you can make decisions on how to spend your funds in the most effective way.

How much do services cost?

We work with you to plan services that suit you and your situation. If you have government funding it will cover the cost of specified services. If you would like to purchase additional services or you don’t have funding, we will clearly explain how much services cost, so you can make an informed decision about what you would like us to provide.

Can you assist children and adults with a disability?

Yes. We have experience providing services to people of all ages. We are an approved NDIS provider.

Can you assist family carers?

We can assist family and other care givers to take a break. They may want to return to work or study, enjoy some leisure time or catch up with friends. Many family members appreciate a chance to enjoy time with the person they care for, while we take over some of the chores.

Learn more about how we can care for your carers

Do I need a doctor’s referral?

No. We can help anyone, anytime. Just contact us.

How long does it take for services to start?

If you need help in a hurry we can organise services to start the next day, however most services start within two to five days to make sure we can find the right staff members for you. The team at your local service centre will be able to provide more information based on your particular situation and requirements.

Can I choose my own staff?

Yes. We encourage you to participate actively in the selection of your team. We try to match your preferences in relation to your staff. We know some people prefer male or female staff, people with particular language abilities or other skills. We recommend you choose a small team rather than one worker, so you have more than one person who knows you and understands your preferences.

What if I have support staff employed by another agency that I want to keep using?

If you have existing support staff that you would like to keep using, they can join our care team . Essentially, if you are happy with them and they satisfy the usual reference and police checks, we are able to take them on board so they can continue providing your services.

Do all your staff have police checks?

Yes. All staff have police checks. Staff working with people under 18 years have a Working with Children Check. Our ACT staff meet the requirements of the Working with Vulnerable People Check.

Learn more about our people

What level of training do your staff have?

All staff providing hands on care have a certificate 3 or 4 in a relevant field as a minimum qualification. All nurses have current registration. Every member of our team completes annual compulsory training and our Learning Manager provides education sessions on relevant topics across the year.

If you have complex or technical support needs, our team will complete training specifically related to your care.

What happens if there is a medical emergency?

Our in-home care team members are trained in first aid and basic life support to assist you until an ambulance arrives. We have an after hours service that can respond to any situation that may occur overnight or on weekends.

Can you help me on the weekend or after hours?

Yes. We visit in the evenings, can arrange overnight or 24 hour care, and provide services 7 days a week, 365 days a year.

Can you help with holidays and day trips?

Yes. Just let us know what you are planning and we will work with you to make it happen. Each situation is different so we are flexible and will consider the welfare of you and our staff.

Can you help me get to appointments or other places?

Yes. Our team can provide transport to medical appointments, other appointments such as the hairdresser, social functions, community events and just about anywhere else you would like to go.

Can you help me with my pets?

Yes. We know your pets are important to you. Our focus is on assisting you with what you need to do in your day, and that may include what you do for, or with, your pet. We can help you walk, feed or play with your dog, cat, fish or birds, or any other pets that are part of your family.

Do I have to be Catholic to choose Mercy Health as my provider?

No. Mercy Health is a Catholic, not-for-profit organisation that provides services to people of all faiths and no faith. We welcome everyone, regardless of race, gender or religion. This applies to our recruitment of team members as well. The Mercy Health values of compassion, hospitality, respect, innovation, stewardship and teamwork are key to who we are and what we do.

Can you assist people living in shared supported accommodation?

Yes. Sometimes some extra hours of dedicated care can be helpful, for short periods of time or on a more ongoing basis.

Can your staff assist me with my hydrotherapy program?

Yes. We will work with you through the risk assessment process to make sure the environment and the support you need is safe for you and the Mercy Health staff.

Do you have a question that we have not answered above? Please call us on 1300 478 776

Last reviewed March 29, 2019.

Understanding support options

Our disability support makes your life easier. Reach your goals, build on your strengths and capabilities, develop life skills and enhance your independence.

Understanding support options

Understanding funding options

Learn about your potential funding options for disability support, including available funding programs, eligibility requirements, and how to get your support plan started.

Understanding funding options


Get to know the National Disability Insurance Scheme. Learn what the NDIS is, including what it offers and how it may be able to help you access disability support services.


Check if we operate in your area.

Yes, we can provide services in your home.

Your local care team can offer more information to keep you safe and independent at home.

Contact your care team