How can we help?

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.

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.

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.

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.

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.

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.

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.

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.

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. Our guide on the difference between SIL and SDA explains it in full.

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.

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.

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

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 — our guide on how to prepare for your plan review walks through what to bring.

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.

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.

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

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.

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.

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

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.

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.

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

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.

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.

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.

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.

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.

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.

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.