Navigating disability support can feel complicated. Let’s simplify it.
Quick answers to common questions about the NDIS, our services, accommodation, referrals, and more. Can’t find what you’re looking for? We’re happy to help.
NDIS Basics
The National Disability Insurance Scheme (NDIS) is an Australian Government program that funds supports and services for people with permanent and significant disability. It gives participants choice and control over who provides their supports and how those supports are delivered. The NDIS is administered by the National Disability Insurance Agency (NDIA).
To be eligible for the NDIS, you generally need to: be under 65 years of age when you first apply; be an Australian citizen, permanent resident, or Protected Special Category visa holder; have a permanent and significant disability that affects your ability to take part in everyday activities; and live in an area where the NDIS is available (which now covers all of Australia). Early Intervention criteria also exist for younger children with developmental delay.
An NDIS plan is a personalised document that outlines your goals, the supports you need, and the funding allocated to achieve those goals. Plans are divided into three budget categories: Bold Core Supports, Capital Supports and Capacity Building. Your plan is reviewed at least once a year.
With agency-managed (NDIA-managed) funding, the NDIA pays providers directly and you can only use registered providers. With plan-managed funding, a registered plan manager handles payments and bookkeeping on your behalf, and you can use both registered and unregistered providers. With self-managed funding, you handle all payments yourself and have maximum flexibility to choose any provider, but you are responsible for record-keeping.
The NDIS Price Guide (now called the NDIS Support Catalogue) sets the maximum prices that registered NDIS providers can charge for supports. It is updated annually, usually from 1 July each year, and outlines approved line items, support categories, and hourly rate caps. You can download the current Price Guide from the NDIS website or from our Downloads & Policies page.
Our Services
Mercy Connect offers a broad range of NDIS-funded disability support services across regional NSW and Victoria, including: Supported Independent Living (SIL), Short Term Accommodation (STA) and respite care, Children’s Respite, Day Programs and Community Activities, Behaviour Support Services, Support Coordination, and Daily Living Skills. We are an NDIS registered provider and and a ministry of Mercy Ministry Companions.
Our primary service regions include the Albury-Wodonga area and the Central West of NSW (including Orange and Cowra). We operate from two offices: our Corporate Office at 30 Bottlebrush St, Thurgoona NSW 2640, and our Central West Office at Level 1 Suite 2, 196 Lords Place, Orange NSW 2800. Please contact us to confirm availability in your specific area.
Yes. Mercy Connect is a registered NDIS provider. Our NDIA Provider number is 4050 003 084. This means we meet the quality and safeguard standards set by the NDIS Quality and Safeguards Commission, and participants with agency-managed or plan-managed funding can access our services.
Yes. Self-managed participants can engage any provider they choose, including Mercy Connect. We are happy to work with participants under all three funding management types: agency-managed, plan-managed, and self-managed.
The easiest way is to book a free consultation through our website or call us on 02 6043 3500. Our team will have a conversation with you about your needs, your current plan, and the supports you’re looking for. There’s no paperwork required upfront, and no commitment to proceed. If we’re not the right fit, we’ll let you know honestly and help you find a provider who is.
Accommodation and SIL
Supported Independent Living (SIL) is an NDIS support that provides help with daily tasks in a shared or individual living setting. It’s designed for people who need significant assistance with daily activities, such as personal care, meal preparation, and household tasks, but who want to live as independently as possible. SIL funding is included in your NDIS plan and is usually the largest single item in a participant’s budget.
We offer a range of Supported Independent Living (SIL) and Short Term Accommodation (STA) homes across our service regions. Availability changes regularly, so we recommend visiting our Accommodation Vacancies page for the latest options.
We don’t just match people to vacancies, we match people to the right environment and the right housemates. Our team will learn about your interests, routines, communication style, and support needs. We’ll then identify homes and housemates where you’re genuinely likely to thrive. We’ll arrange viewings so you can see the home and meet current residents before making any decisions.
Short Term Accommodation, often called respite, provides a temporary stay away from your usual home. It gives participants the chance to try supported living, explore their independence, and take part in new activities, and gives family carers a break. STA is funded separately from SIL in an NDIS plan and can be used for up to 28 days per year (per NDIS rules).
Absolutely. Our SIL homes are participants’ homes, they have full rights to have family and friends visit. We encourage strong family involvement and work with families to make visits easy and comfortable. Any arrangements are guided by the participant’s own wishes and their NDIS plan.
Behaviour Support
Behaviour Support is an NDIS-funded service delivered by a Behaviour Support Practitioner (BSP). The goal is to understand the reasons behind behaviours of concern and put in place supports that improve quality of life, not just reduce behaviours. Mercy Connect’s practitioners develop individualised Behaviour Support Plans (BSPs) in collaboration with participants, families, and other support team members.
A Behaviour Support Plan is a written document developed with the participant that describes: what behaviours of concern look like and when they’re most likely to occur; the underlying reasons or functions of those behaviours; proactive strategies to reduce them; and reactive strategies when they do occur. Plans must be authorised by the NDIS Commission if they include any restrictive practices.
Restrictive practices are any strategies that limit a person’s rights or freedom of movement, such as physical restraint, environmental restrictions, or chemical restraint. They must be a last resort, used only when necessary to prevent harm, and must be included in an approved Behaviour Support Plan. Mercy Connect follows strict NDIS Commission guidelines and works toward reducing and eliminating restrictive practices over time.
Not necessarily. Behaviour Support can also be used proactively to build skills, improve communication, develop coping strategies, or reduce the risk of future behaviours of concern. If you’re unsure whether Behaviour Support is right for you or your family member, speak with our team, we’re happy to have that conversation.
Support Coordination
Support Coordination is an NDIS-funded support that helps participants understand and implement their NDIS plan. A Support Coordinator works with you to find and connect with providers, coordinate multiple supports, resolve issues, and build your capacity to manage your own plan over time. There is also a higher level called Specialist Support Coordination for participants with more complex needs.
Support Coordination helps you find, connect, and coordinate your supports. It’s about navigating your plan and the service system. Plan Management is a financial service. Your plan manager handles invoices, payments, and financial reporting on your behalf. They are different supports with different funding lines in your NDIS plan, and you can have both at the same time.
Yes. If Support Coordination is included in your plan, you can choose any registered Support Coordinator. If you are plan-managed or self-managed, you have even more flexibility. Mercy Connect offers Support Coordination services, contact us to learn whether we’re the right fit for your situation.
The number of hours in your plan depends on your individual circumstances and goals. The NDIA determines the allocation during your planning meeting. If you feel your Support Coordination hours are insufficient, you can raise this at your plan review. Your Support Coordinator can help you prepare for that conversation.
Professional Referrals
Use the ‘Make a referral’ button in our navigation or contact us directly on 02 6043 3500. Our team responds to referrals promptly. You can also email our referrals team if you have a complex situation you’d like to discuss before formally referring. We work regularly with Support Coordinators, Allied Health professionals, LACs, and GPs across our service regions.
Helpful information includes: the participant’s name and contact details (or their guardian’s); a brief overview of their disability and primary support needs; their NDIS plan status (whether they have a current plan and how it’s managed); any urgency factors; and any relevant reports or assessments you’re able to share with consent. We don’t require everything upfront, our team can gather additional information during the intake process.
We aim to acknowledge all referrals within one business day and complete initial intake contact within three business days. Timeframes for commencing supports depend on the type of service and current capacity. We’ll always be transparent with you about realistic wait times.
Yes, though we can only commence funded supports once a plan is in place. If your client is in the process of applying for the NDIS, we’re happy to have an early conversation so we’re ready to move quickly once funding is confirmed. We can also provide general information to help families understand the process.
Feedback and Safety
We take all feedback seriously and want to hear from you if something isn’t right. You can: speak directly with your support worker or team leader; contact our office on 02 6043 3500; submit feedback via our website; or write to us at 30 Bottlebrush St, Thurgoona NSW 2640. Our Feedback and Complaints Policy (available on our Downloads & Policies page) outlines the full process, including how we investigate complaints and the timeframes you can expect.
Yes. You always have the right to raise a complaint with the NDIS Quality and Safeguards Commission on 1800 035 544 or via the NDIS Commission website. You can also contact the relevant state ombudsman or advocacy services. Mercy Connect will never discourage you from contacting external bodies, this is your right.
Participant safety is our highest priority. We have a comprehensive Safeguarding Policy, a Child Safety and Protection Policy, and mandatory training for all staff. We conduct thorough pre-employment screening including NDIS Worker Screening Checks. All reportable incidents are notified to the NDIS Commission in accordance with our obligations. You can find our policies on our Downloads & Policies page.
The NDIS Worker Screening Check is a background check required for all workers in risk-assessed roles within the NDIS. It checks for criminal history and other information that might indicate a risk to participants. All Mercy Connect staff and contractors in direct support roles hold a current NDIS Worker Screening clearance.
Mercy Connect has a strong commitment to the safety and wellbeing of all children and young people. We have a Child Safety and Protection Policy and a Statement of Commitment, both available on our Downloads & Policies page. All staff receive child safety training, and we have clear reporting obligations for any concerns about child safety.
General
Our offices are open Monday to Friday, 9:00am to 5:00pm AEST. For urgent matters outside of business hours, please call our main number (02 6043 3500) and follow the prompts.
Yes. Through TIS National (Translating and Interpreting Service), NDIS participants can access free interpreting services for NDIS-related conversations. You can request an interpreter when booking your appointment with us, or call TIS National directly on 131 450. See our FAQ, NDIA Funded Interpreting via TIS National document on our Downloads & Policies page for more detail.
The Mercy Connect Participant Handbook is available as an interactive flipbook on our Downloads & Policies page. It covers your rights and responsibilities, how to access services, what to expect from your support team, and key contacts. A printed copy can also be requested from your support coordinator or our office.
Yes! Volunteers play a meaningful role at Mercy Connect. Opportunities vary across our programs and locations. If you’re interested in volunteering, visit our Volunteer with Us page or call our office to find out about current opportunities and what’s involved.
You can support Mercy Connect through our Creating Safer Spaces initiative, helping us enhance safe, accessible environments for participants. Donations can be made online via our Creating Safer Spaces fundraising page. Mercy Connect is a registered ACNC charity.
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