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💚 For Participants, Families & Carers

Support for Participants
and the people who care for them

If you are looking for the right support for someone you love — or trying to work out your options under the NDIS for the first time — this page is for you.

We know this process can feel overwhelming. There is a lot of information, a lot of decisions, and a lot at stake. You do not have to figure it all out before calling us. We are happy to have an honest conversation about what your family member needs and whether we are the right fit.

📞 Call Us — No Obligation Submit a Referral
What You Can Expect From Us
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A real conversation, not a sales call
When you call, you speak to someone who will listen to your situation and give you an honest answer — even if that answer is that we are not the right fit.
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We respond the same day
Every enquiry from a family or carer receives a same-day or next-morning response. You are not left waiting.
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Your information stays private
Any information you share with us — about your family member or your situation — is handled with full confidentiality.
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You don't need everything ready
You don't need a completed NDIS plan, a referral form, or clinical documentation to start a conversation with us. Just call.
Starting the Conversation

How to Get Started

You don't need to have everything figured out before reaching out. Here is what the process looks like from your first contact with us.

We Make It as Simple as We Can

The NDIS process can feel complicated — especially if you are also dealing with a family member's care needs at the same time. We try to make our part of it as straightforward as possible.

You can call us, email us, or fill in our referral form. Whichever you choose, you will hear back the same day or the next morning. The first conversation is just that — a conversation. We will ask some questions about your family member's situation and tell you honestly what we can offer.

There is no pressure and no commitment. We would rather have an honest conversation about whether we are the right fit than say yes to every enquiry and not deliver what we promised.

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Phone
1300 413 663
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Monday–Sunday · 8am–8pm ACST

1
You reach out
Call, email, or submit the referral form. Tell us what you need — or simply what is happening right now. There is no wrong way to start.
2
We listen
Our intake team will call you back the same day. We will ask about your family member's situation, their support needs, and what matters most to your family.
3
We tell you honestly what we can offer
If we can help, we will explain exactly what that looks like — the service, the cost, the workers, the schedule. If we are not the right fit, we will tell you that too and help you think through other options.
4
We plan together
If you decide to proceed, we build a support plan together — with you, your family member, and their support coordinator if they have one.
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Support begins
You meet the support worker before the first session. We check in regularly. You always know who to call.
What to Expect

What Daily Life Looks Like

Families tell us that what matters most is not the written policies — it is what the day actually looks like for their family member. Here is what we can tell you.

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A Home, Not a Facility
For participants in our SIL homes — this is their home. Not a clinical setting, not a ward. A house with their own room, their own routines, and people around them who know them. We work with each person to build a daily structure that fits who they are — not a generic schedule.
✓ Person-led daily routine
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Qualified Care, Always Available
A Registered Nurse is available at any hour — not just during business hours. Your family member's support workers are trained for their specific needs and competency-assessed before they start. You do not have to hope that whoever is on shift tonight knows what they are doing.
✓ 24/7 Registered Nurse on call
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Workers Who Know Your Family Member
We allocate the same support workers to each participant wherever possible. The same familiar faces. Workers who know your family member's preferences, their routines, the things that matter to them. We match workers to participants by personality and cultural background — not just availability.
✓ Consistent worker allocation
From Families & Coordinators

What People Say

★★★★★

"I just wanted to say a big thank you to Prince and the entire house care team for all the wonderful care and genuine kindness they provide for Ian 24/7. Since Ian moved into supported care at the end of last year, I can't help but feel forever grateful. It's not just the high standard of care that stands out, but also the genuinely respectful way every carer looks after him. I trust the team completely."

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Ian's Family Member
SIL Participant's Family · Adelaide, SA

"Their carers show genuine compassion and go above and beyond to understand each participant's individual needs. This personalised approach has led to noticeable positive changes and a meaningful improvement in quality of life."

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Support Coordinator
South Australia

"Their team maintains clear and consistent communication, works collaboratively, prioritises staff training, and is thorough in data collection and attention to detail. I would highly recommend NAA as a SIL and care provider."

⭐
Behaviour Support Practitioner
South Australia
Understanding Your Options

Common Questions About the NDIS

The NDIS can feel confusing at first. Here are some of the questions families ask us most — answered in plain language.

Supported Independent Living is an NDIS funding category that pays for the support staff in a shared or individual living arrangement. It is designed for people who need support throughout the day and night — not just occasional help, but regular, structured assistance with daily living.

SIL is typically for participants who cannot live fully independently but want to live in a home environment rather than a hospital or residential facility. The participant (or their family) chooses the provider — the NDIS funds the staffing costs. You pay for your own accommodation separately, just as anyone living in a rental would.

If you are unsure whether SIL is the right option for your family member, call us and we will talk it through with you honestly.
The NDIS funds the support your family member needs — the staff, the clinical services, the therapy. It does not typically fund the accommodation itself (rent, utilities) — those are separate.

Your family member's NDIS plan will have a budget divided into three categories: Core Supports (daily support, community participation), Capacity Building (therapy, skill development), and Capital Supports (equipment, home modifications, Specialist Disability Accommodation).

For SIL, the funding comes under Core Supports. The amount depends on the level of support your family member needs — assessed through the NDIS planning process. A Support Coordinator can help you understand what a plan covers and how to get the right level of funding.

If your family member doesn't have an NDIS plan yet, the first step is contacting the NDIS to start an access request. We can point you in the right direction.
A Support Coordinator is an NDIS-funded professional who helps participants and families implement their NDIS plan — finding the right providers, coordinating services, and making sure everything is working together.

You do not always need a Support Coordinator to work with Nurse Aid — some families manage their own plans. But for participants with complex support needs, a Support Coordinator is often invaluable. They know the system, they know the providers, and they can advocate for the right level of funding at plan review time.

If your family member has a Support Coordinator, we work closely with them. If they don't, we can help you understand whether one would be useful and how to access that funding in their NDIS plan.
Nurse Aid specialises in participants with high-intensity clinical needs. Our team includes Registered Nurses, a Behaviour Support Practitioner, and support workers with specific clinical competency training — not general induction training.

If your family member requires clinical procedures as part of their daily care — ventilator support, tracheostomy management, complex medication administration, seizure management — our clinical team is equipped for that. If you are unsure whether our capability matches your family member's needs, the best thing to do is call us. We will have an honest conversation about what is involved and whether we are the right fit.
Support needs change — sometimes gradually, sometimes suddenly. Our approach is to treat every participant's support plan as a living document, not a fixed contract.

Our Registered Nurse conducts regular clinical reviews. If your family member's needs change, we initiate a plan update rather than waiting for the next scheduled NDIS review. We also communicate any significant change to you and to the treating clinical team before it becomes a problem — not after.

For participants with progressive conditions, we increase the review frequency as the condition progresses. You will not be left managing a situation that has moved beyond the original plan.

Still have questions?

Call us directly — we are happy to talk through your specific situation without any pressure or commitment.

📞 1300 413 663 Submit a Referral
Our Commitment to Families

How We Keep You Informed

Families tell us the most important thing is knowing their family member is safe and settled — and that they will hear from us before anything becomes a problem.

You Will Not Have to Chase Us for Updates

Our communication model is structured and proactive. You will know what is happening with your family member from the moment they join Nurse Aid — through the first weeks, which are often the most anxious, and on an ongoing basis after that.

For participants in our SIL homes, you are always welcome to visit. We will introduce you to the team, show you the home, and make sure you feel confident about where your family member is living. Families who visit regularly tell us it makes the biggest difference to their peace of mind.

One commitment that matters most
If something significant changes with your family member — their health, their behaviour, their medication — you will hear it from us directly, before you hear it from anyone else. That is non-negotiable for us.
Weeks 1–4
Weekly
A written update every week during the settling-in period — the most important time. We let you know how your family member is adjusting, what is going well, and what we are working on.
Weeks 5–12
Fortnightly
Fortnightly updates once things are more settled — progress toward their goals, any care plan adjustments, and how they are engaging with the people and environment around them.
Month 3
Formal review
A formal review of the support plan at three months — we sit down with you, your family member, and their coordinator to assess how things are going and adjust the plan if needed.
Monthly
Ongoing
Monthly written updates. Standing invitation to attend Nurse Aid's clinical review meetings for your family member — or a written summary if you cannot make it.
Any time
Immediate
Any significant change to your family member's health, behaviour, or care plan — we contact you directly, the same day it occurs. You hear it from us first.
Frequently Asked

More Questions From Families

Yes — absolutely. This is your family member's home and you are always welcome to visit. We do ask that you let us know in advance so we can make sure there is a good time for everyone. We will introduce you to the support team, show you the home, and make sure you feel comfortable with where your family member is living.
Talk to us directly — and do it early, not after things have built up. Our intake coordinator is your named point of contact and they are there to hear concerns as well as positive feedback. If there is a problem with a support worker or with how the plan is being delivered, we want to know about it and fix it. We also have a formal complaints process in line with NDIS requirements — details are provided when your family member starts with Nurse Aid.
Yes — and this is central to how we work. Your family member's support plan is built around their goals, their preferences, and their right to make decisions about their own life. We follow the NDIS principle of participant choice and control. If your family member wants to sleep in on weekends, eat particular foods, see certain people, or structure their day in a particular way — that is part of the plan. We do not impose routines.
We have a multilingual, culturally diverse team. When we match a participant with a support worker, cultural background and language are part of the matching criteria — not an afterthought. Tell us your family member's cultural background and preferred language when you first contact us and we will do our best to match accordingly. If you need a specific language and we cannot match it from our current team, we will be honest about that.
Yes. You do not need an active NDIS plan to have a conversation with us. If your family member is in the process of applying, or if you are trying to understand whether the NDIS is the right pathway, call us. We can explain the process, help you understand what level of support might be fundable given your family member's situation, and point you in the right direction for the NDIS access request process.

Ready to talk? We are here.

Call us, email us, or fill in the form. You will speak to someone who will listen to your family's situation and give you an honest answer. No pressure, no obligation.

📞 1300 413 663 Submit a Referral
Monday–Sunday · 8am–8pm ACST