Question 1

How do I get started with Gencare?

Accepted Answer

Book a free, no-obligation Meet & Greet — by phone or online. We listen to what you need, explain your options in plain language, and only move forward when you are ready. Most people hear back from a real person within about two hours.

Question 2

Is Gencare a registered NDIS provider?

Accepted Answer

Yes. Gencare is a registered NDIS provider (Reg. 405 016 1543), independently audited and fully insured. We can support participants with NDIA-managed, plan-managed and self-managed funding.

Question 3

Which areas do you support?

Accepted Answer

We support participants right across Victoria — from our primary hub in Melbourne’s west out to Geelong, Ballarat, Bendigo and regional Victoria. Tell us where you are and we will confirm exactly what is available near you.

Question 4

Can I switch to Gencare from another provider?

Accepted Answer

Absolutely, and it is simpler than most people expect. We handle the handover, coordinate with your current supports, and make sure nothing falls through the gaps during the transition.

Question 5

Does a Meet & Greet cost anything?

Accepted Answer

No. The initial Meet & Greet is free and there is no obligation. It is simply a conversation so we can understand what you need and you can decide whether we are the right fit — no pressure either way.

Question 6

What services does Gencare provide?

Accepted Answer

Support Connection, Support Coordination (Levels 1–3), Psychosocial Recovery Coaching, Supported Independent Living (SIL), Specialist Disability Accommodation (SDA), Medium-Term and Short-Term Accommodation, daily living and personal care, community participation, nursing and more — all coordinated by one team.

Question 7

What if my needs are complex?

Accepted Answer

Complex is what we are built for. From high-support SIL to Specialist Support Coordination (Level 3), specialist disability accommodation and registered nursing, our teams are experienced with layered, clinical and changing needs.

Question 8

How do I know which service I need?

Accepted Answer

You do not have to work it out alone. A free Meet & Greet gives you an honest read on what fits — even if the honest answer is a lighter or different support than you expected.

Question 9

What is the difference between SIL and SDA?

Accepted Answer

SIL is the support (the people who help you live day to day). SDA is the home (a purpose-built, accessible dwelling). They often go together but are funded separately — we coordinate both so they work as one.

Question 10

Do you provide overnight or 24/7 support?

Accepted Answer

Yes. We provide overnight support (including active and sleepover shifts) and full 24/7 support where it is needed — commonly as part of Supported Independent Living or high-intensity personal care, built around a roster of care that suits you.

Question 11

What types of NDIS funding can you work with?

Accepted Answer

All three: NDIA-managed, plan-managed and self-managed. We will help you understand what your plan covers and make sure it is used well.

Question 12

Does using Support Coordination reduce my other funding?

Accepted Answer

No. Support Coordination is funded separately under Capacity Building — using it does not reduce your Core supports. They are separate lines in your plan.

Question 13

Will you help me prepare for my plan review?

Accepted Answer

Yes. Your coordinator helps gather evidence, report on progress against your goals, and make the case for the funding you need next. Good preparation is one of the most valuable things we do.

Question 14

What if I do not have a service funded in my plan yet?

Accepted Answer

We can help you build the case to include it at your next review or through a change-of-circumstances request. Start with a Meet & Greet and we will guide you.

Question 15

What happens if my NDIS funding runs low?

Accepted Answer

We keep an eye on how your budget is tracking and flag it early — never a nasty surprise. If funds are running short, we help you adjust supports and, where appropriate, request a plan review or change of circumstances so your needs stay covered.

Question 16

Will I have the same support workers each time?

Accepted Answer

Wherever possible, yes. We protect continuity of support fiercely — matched, screened workers who stay, so you see the same trusted faces week after week.

Question 17

Are your workers screened and qualified?

Accepted Answer

Every Gencare worker holds a cleared NDIS Worker Screening Check. We hire for warmth and empathy, then train for skill — and we are independently audited against the NDIS Practice Standards.

Question 18

Can I change my support worker if it is not the right fit?

Accepted Answer

Yes. Choice is the heart of good support. If a match is not right, tell us and we will find a better one — no awkwardness, no fuss.

Question 19

How quickly do you respond?

Accepted Answer

A real person responds to enquiries within about two hours during business hours, and referrals are acknowledged and triaged in the same window.

Question 20

Can I get support on weekends and public holidays?

Accepted Answer

Yes. Support does not stop on weekends or public holidays — we roster around when you actually need help, including evenings, weekends and holidays, so your routine stays reliable all week.

Question 21

Can family members see how care is going?

Accepted Answer

With the participant’s consent, families get a real-time view of visits, notes, goals and updates through Gencare OS, and can message the care team. It is transparency with dignity — never surveillance.

Question 22

Is respite available for carers?

Accepted Answer

Yes. Planned respite and Short-Term Accommodation give carers genuine time to rest, while your loved one enjoys a supported, positive experience.

Question 23

How do I give feedback or make a complaint?

Accepted Answer

Tell us any way that suits — phone, email, our contact form, or in person. We acknowledge complaints quickly and resolve most within 21 days. You can also contact the NDIS Quality and Safeguards Commission at any time. See our Feedback & Complaints page.

Question 24

How is my privacy protected?

Accepted Answer

We handle personal information in line with the Australian Privacy Principles and the NDIS Code of Conduct, with encryption, access controls and audit logging. See our Privacy Policy for the detail.

Question 25

Can I nominate who is allowed to speak on my behalf?

Accepted Answer

Yes. You choose who (if anyone) can be involved in your supports and act on your behalf — a family member, guardian or nominee. Nothing is shared without your consent, and you can change those permissions at any time.

Question 26

How are your support workers trained and qualified?

Accepted Answer

We hire for warmth and empathy, then train for skill. Workers hold the relevant qualifications and certifications for their role, complete ongoing paid training, and receive supervision and mentoring — with additional competency checks for high-intensity and clinical supports.

Question 27

How do you make sure care stays high quality?

Accepted Answer

We are independently audited against the NDIS Practice Standards, protect worker continuity, and use feedback, service notes and regular check-ins to catch issues early. Quality is monitored continuously, not just at audit time.

Question 28

Do you provide culturally safe support?

Accepted Answer

Yes. We serve one of Australia’s most diverse regions and take cultural safety seriously — matching workers to your language, culture and preferences wherever possible, and arranging interpreting when needed.

Question 29

Do I still get to take my own risks and make my own choices?

Accepted Answer

Absolutely. We respect your dignity of risk — your right to make your own decisions, including the choice to take reasonable risks and learn from them. Our job is to support your choices safely, not to make them for you.

How can we help?

Getting started

Services & eligibility

Funding & the NDIS

Your support & workers

Families & feedback

Safety & quality

Still have a question?

Care that starts with a conversation.