Question 1

How quickly will I hear back?

Accepted Answer

We acknowledge every referral within two business days (Mon to Fri, 9am to 5pm), and a fit outcome as soon as we have talked it through. Anything needed within 7 days is flagged as urgent and our intake team calls you first.

Question 2

Do I need documents to make a referral?

Accepted Answer

No. Three things are enough to start: who the person is, what is changing for them, and how to reach you. Plans, reports and assessments can follow later, or you can attach them if you already have them handy.

Question 3

Where do you deliver services?

Accepted Answer

Villages and shared homes across New South Wales and South Australia, disability in home care and 1 on 1 community participation in Sydney and Adelaide, aged care Support at Home in Sydney, and the Rise Up group program on Wednesdays in Petersham.

Question 4

Who are you set up to support well, and what funding do you work with?

Accepted Answer

Adults living with intellectual disability, psychosocial disability, physical disability, acquired brain injury and complex daily support needs, including people leaving hospital or a placement that is ending. We also take aged care referrals for older people receiving in home care. The funding we work with is NDIS Supported Independent Living, Specialist Disability Accommodation, core supports and capacity building, and aged care Support at Home, which is assessed and funded through My Aged Care separately from the NDIS. Support is always delivered to each member's own plan and Roster of Care.

Question 5

What if we are not the right service?

Accepted Answer

You get a plain answer quickly, with the reason, so you can keep moving. Fit is owned by Member Success, never by occupancy.

Question 6

How is support scheduled?

Accepted Answer

Support is delivered to each member's own NDIS plan and Roster of Care. We do not offer building wide, on call or 24/7 cover, so clinical plans should be written against the rostered hours that actually exist.

Question 7

Can a clinician visit before a referral?

Accepted Answer

Yes. Clinicians and coordinators are welcome to walk a village and meet the team before recommending it to a client. Call 1300 405 260 to arrange a time.

Question 8

What clinical information will you ask for, and when?

Accepted Answer

None of it is needed to make a referral. At the fit conversation we ask for whatever you already have, in whatever format it is in: current assessments and clinical reports relevant to daily support, the behaviour support plan including any regulated restrictive practice and its authorisation, mealtime management and dysphagia plans with the level of supervision required, epilepsy and seizure management plans including rescue medication instructions, medication charts and administration requirements, manual handling requirements with equipment and any home modifications, known risks, triggers and the controls already working, and who to contact clinically and what to escalate to whom.

Question 9

Who holds the clinical decision?

Accepted Answer

The treating clinician does. Kintera Care implements clinical recommendations, reports what is actually happening in the home, and raises concerns through the clinician rather than working around them.

Question 10

Who makes the clinical calls once someone moves in?

Accepted Answer

The clinician does, and we do not override a clinical or safeguarding determination with an operational one. Support workers are trained to the plan as written, and where something is not workable in practice the clinician hears about it and a change is agreed rather than quietly drifting. Observations, incidents and progress go back to the clinician, including the weeks that did not go well, and a change in presentation or risk is raised early. A registered provider obligation is never traded off against an occupancy target.

Question 11

How are restrictive practices handled?

Accepted Answer

Any regulated restrictive practice must be authorised and set out in a behaviour support plan before it is used. We report as required by the NDIS Commission and work towards reducing and eliminating restrictive practices with the behaviour support practitioner.

Refer someone to Kintera Care

What you can refer, all in one place

Places to live

A home in a Vertical Village

A shared home

Short and medium stays

Short term respite (STR)

Medium term accommodation (MTA)

Support services

Disability in home care (NDIS)

Aged care, Support at Home

1 on 1 community participation (NDIS)

Rise Up group program (NDIS)

What happens after you send a referral

You send three things

We come back to you

We work out the fit

We start, or we say no plainly

Make a referral

Rather talk it through?

Sending support documents?

Person not funded yet?

About you

About the person

What they need

Questions people ask us