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Empowered Life Support Services FAQ
1. General Questions
Q: What services does Empowered Life Support Services provide?
A: We offer NDIS-approved support services, including indoor and outdoor leisure activities such as tennis, basketball, soccer, AFL, pickleball, arts and crafts, cooking, etc.
Q: Who can access your services?
A: Our services are available to anyone with NDIS funding in Melbourne. We support participants of all ages and abilities.
Q: Are you a registered NDIS provider?
A: We are a fully registered NDIS provider.
2. NDIS & Funding
Q: What is the NDIS?
A: The National Disability Insurance Scheme (NDIS) is an Australian government initiative that provides funding for people with disability to access supports and services tailored to their needs and goals.
Q: Can you help me understand my NDIS plan or funding?
A: Absolutely. We can help you navigate your NDIS plan, explain your funding categories, and show you how our services can fit within your plan.
Q: What are your rates?
A: We charge standard NDIS rates for all our services. We provide clear, upfront quotes and service agreements before you begin.
3. Service Delivery
Q: What areas do you service?
A: We are currently based in Caroline Springs but will look to expand Melbourne-wide as we grow. If you’re unsure if we cover your area, please contact us.
Q: What is your staff-to-client ratio?
A: For leisure activities, we maintain a 1:4 staff-to-client ratio.
Q: What happens if there is bad weather?
A: We offer a range of indoor activities—including art, cooking, and games—so support continues regardless of the weather.
4. Onboarding & Access
Q: How do I start receiving support from Empowered Life Support Services?
A: Simply contact us via our website or email. We’ll arrange a free consultation to discuss your needs and develop a personalised support plan.
Q: What is your onboarding process?
A: We work collaboratively with you (and your family or advocate, if you wish) to create a service agreement and support plan tailored to your goals and preferences. We explain all costs, responsibilities, and emergency plans upfront.
Q: Can I change or exit my services?
A: Yes. We have clear access and exit policies. You can change or end your services at any time with notice, and we’ll support you through any transitions.
5. Staff & Safety
Q: Who are your facilitators?
A: Our team is led by experienced professionals and all staff are fully qualified, NDIS-screened, and trained in person-centred care, behaviour support, and incident management.
Q: How do you ensure participant safety?
A: We have comprehensive safeguarding and risk management policies in place. Staff wear ID/uniforms, complete regular training, and follow strict reporting requirements for any incidents.
Q: What if my regular facilitator is unavailable?
A: We have a feedback process for arranging replacement staff, ensuring continuity of support and respect for your preferences.
6. Support Planning & Individual Needs
Q: How are support plans developed?
A: Support plans are created with your input and, if you wish, your family or advocate. We focus on your strengths, goals, and preferences, and regularly review plans to reflect any changes in your needs.
Q: Can you support people with complex needs or specific disabilities?
A: Yes. We tailor our support for each participant, including those with complex needs. Our staff are trained in positive behaviour support and restrictive practices where required.
7. Feedback & Complaints
Q: How can I provide feedback or make a complaint?
A: We welcome all feedback and take complaints seriously. You can provide feedback anonymously or directly to our team. Our complaints process is confidential, fair, and aligns with NDIS rules.
Q: How do you use feedback?
A: Feedback is used to improve our services and ensure high-quality, participant-centred care. We regularly review and update our policies based on participant input.
8. Emergency & Health Management
Q: What happens in an emergency?
A: Every participant has an individual emergency and disaster plan. Our staff are trained in emergency response protocols for both in-home and outdoor settings.
Q: Do you manage medication and mealtime support?
A: Yes. Our staff are trained and assessed as competent in safe medication administration and mealtime management, following strict policies and participant-specific plans.
9. COVID-19 and Infection Control
Q: What infection control measures do you follow?
A: All staff complete mandatory infection control training and follow strict hygiene protocols to keep participants safe.
10. Other
Q: Are your services available for children or only adults?
A: We support NDIS participants of all ages. Support plans are tailored to each individual’s needs and life stage.
Q: Do you offer group activities?
A: Yes. We provide both individual and small group activities, including sports and creative indoor programs.
Q: How can I contact Empowered Life Support Services?
A: You can reach us via our website contact form or by email. We respond promptly to all enquiries.