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FAQ's

Here are some answers to our most asked questions, if you have any queries, please don't hesitate to get in touch via our contact form at the bottom of the page.

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FAQ's

Service Agreements & Pricing

We cannot commence any service until we receive your signed service agreement & risk assessment is complete. Pricing is based on current NDIS pricing for the category and line item in your region (national or remote).

 

We provide services under the following line items-

(Access Community Social and Rec Activities)-04_104_0125_6_1

(Mentoring Peer-Support And Indiv Skill Develop)-09_009_0117_6_3

(House Cleaning & Other Household Activities)-01_020_0120_1_1

(Innovative Community Participation) -09_008_0116_6_3

(Transport to community) -02_051_0108_1_1

2

Areas of Service

We support people to live independently & create calm homes in & around Alice Springs and Darwin. We are excited to be expanding our neuroaffirming domestic care, peer & community services into Northern Adelaide & beyond in 2024!

3

Cancellation Policy

We have minimum of 2 days cancellation terms, far less than the 7 allowable days under the NDIS, because we understand that life happens and changes are sometimes unavoidable. We require 2 clear business days notice to cancel services without penalty. Cancellations inside 2 business days will incur a 100% service fee.

4

Scheduling

We understand that many people do not have the spoons for longer support shifts. We have a minimum of 2 hour sessions, and will work with you to accommodate your preferred regular weekly service days & times wherever possible.

5

Pets

We love getting to know your fur kids however all animals can be unpredictable so we request that they are secured during service for our team safety. (all the petting is one of our favourite parts of the service!)

6

Minimum Service Hours

We have a minimum of 2 hours per session, this is the minimum that must be paid by law for staff under the disability workers award. We do NOT contract because we believe in investing in our team and paying a liveable wage with career development, especially for people living with disabilities.

7

Smokers

We request that you please refrain from smoking inside during service, and air your home out for at least an hour before service if you smoke inside.

8

Incidents

We request that you report all serious incidents to your care coordinator or the form on our website within 24 hours. We will follow up asap & must report serious incidents to the NDIA.

9

Feedback & Complaints

We are a values driven service and we value your feedback so that we can improve our service. If you have any issues or complaints about your service please let your care coordinator know as soon as possible so we can try to sort small issues out immediately, if you need to make a formal complaint, you can do this either online via our website, in writing to hello@mindfullivingsupports.org or by phone to our Director on 04000075958 we'll get back to you within 5 days if you would like feedback.

10

Travel & transport costs

Our service operates as a social enterprise so we try to minimise add on fees wherever possible. You may incur travel charges, this includes travel getting to you. The current rate for activity based transport (with a support worker) is currently $1 per km for metro areas. Travel includes time you are with the support worker & incurred running your errands.

Transport for independent community access requires a quote depending on support time required, wait times and distance, please contact us for more information about your individual circumstances. We try to allow for flexibility for ad hoc appointments however our ongoing bookings will take priority. Contact us today to arrange your regular transport booking with a support driver you can get to know and trust ~ currently Alice Springs and Northern Adelaide suburbs.

11

Insurance

Our team are fully insured and covered for public liability & personal indemnity and workers compensation insurance in SA + NT.

12

Team Vetting & Compliance

Our lived experience team is hand selected selected via a rigorous vetting process and all staff require NDIS and Police screening checks, NDIS orientation training, Infection control, First Aid & NDS Zero Tolerance of abuse training to commence. 

We are committed to continued professional development for neuro affirming and mental health best practice service delivery. We are also dedicated to empowering our lived experience MH/ND team through upskilling & improved career opportunities.

We have high standards, because you deserve the best.

13

Staff Safety 

We ask that you ensure our staff will be safe and notify us of any known faults or hazards. If staff feel unsafe at your home or surrounds at anytime they will leave promptly and report to their team leader, this will be charged as a late cancellation. Please note services will be cancelled if client is under the influence of alcohol or illicit drugs.

14

Risk Management

Risk management is the process of identifying, monitoring and managing hazards in order to minimize potential safety risks. We request that you report all serious incidents to your care coordinator or the form on our website within 24 hours. We will follow up asap & must report serious incidents to the NDIA.

Please note Mindful Living Supports is required to follow mandatory reporting guidelines and to report concerns of safety, as necessary.

15

Equipment Use & liability 

For infection control we do not share cleaning equipment across homes. We request to use your equipment (vacuum, mop, broom) and we will provide cleaning clothes, paper towels & our environmentally friendly, low allergenic, non toxic detergent for general cleaning and floors.

 

Our team will exercise reasonable care and caution with your items and when using the supplied equipment but cannot guarantee against breakages or damages that may occur due to the nature or quality of the supplied items. MLS will not be held liable for breakages or damages to the property caused by the use of client-supplied products.

16

General Domestic Care Service Exclusions

Chandeliers, Light Bulbs, Bio-hazards (Mould etc.), Hoarding*, Animal Waste, Pest infestations, High Reach Areas (More than 2 step ladder), Squalor Cleaning, Exterior Windows (more than 2 step ladder or obstructed).

We do not provide food or cover costs for food while on outings or for meal prep. Activities during community access are usually the clients responsibility unless arranged prior.

Decluttering and Home Organising support for people who have hoarding disorders can be arranged with specialist support workers who are trained in this area.* We do not assist with BIO hazard cleaning.

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