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For families and Guardians
For families and guardians

You care deeply.
So do we.

If you’re here, you’re probably navigating something that feels big and maybe overwhelming. You’re trying to do right by someone you love, and you’re not sure what comes next. This page is for you.
Start here I have a specific concern
Start here Your role NDIS & your family Common concerns Staying involved Planning ahead Wellbeing

First, we want you to know something.

Caring for someone you love, navigating the NDIS, thinking about their future, worrying about whether you’re making the right decisions, is one of the hardest things a person can do. The weight of that responsibility is real, and it doesn’t get enough acknowledgement.

If you’re looking at supported living for the first time, you might be feeling grief alongside hope. If you’re switching providers after a bad experience, you might feel like you failed. If you’re just starting the NDIS journey, you might feel completely lost.

All of that is normal. You are not alone in feeling it. And you are not starting from zero, you know your person better than anyone, and that matters enormously.

WHAT FAMILIES TELL US WHEN THEY FIRST REACH OUT
I don’t know where to start with the NDIS. There’s so much information and none of it makes sense to me.
Parent of a young adult with autism
I’m terrified of letting go. What if they don’t get the care they deserve? What if I’m not there to catch things?
Mother of a SIL participant
I’ve been doing this alone for years. I didn’t realise how much support was actually available, for him and for me.
Sibling carer, Albury

You remain central to your loved one’s life, not sidelined by their supports

You will always have a direct contact person at Mercy Connect you can call

You are welcome to visit any time. Their home is their home

Your knowledge of your person is something no provider can replace

Understanding your role

Families and guardians play different roles in the NDIS depending on your relationship with the participant and whether you have a formal appointment. Understanding where you sit helps you know your rights and how best to advocate.

For full information on guardians and nominees under the NDIS, visit the NDIA website.
Read more

How the NDIS can help your family

The NDIS funds your loved one’s supports, but many of those supports also directly benefit you as a carer. Here’s what can be included in a participant’s plan that eases the load on families.

Daily personal care

Funding for personal care at home or in the community means you don’t carry that responsibility alone every single day.

Community participation

Supports to help your loved one connect with their community independently, reducing reliance on family for social connection.

Respite Short Term Accommodation

Up to 28 days per year of STA (respite). Time for your loved one to experience independence, and time for you to rest.

Carer training

The NDIS can fund training for family members on topics like behaviour support, communication strategies, and physical assistance techniques.

Support Coordination

A Support Coordinator can take on the administrative load of managing providers, resolving issues, and preparing for plan reviews, giving you a break from that role.

Carers have their own support system too
Separate from the NDIS, there are dedicated support services for carers, including Carers NSW, the Carer Gateway, and carer support groups. These exist because your wellbeing matters independently of your caring role.

Carer gateway

Free services and support for all carers

Carers NSW

Free services and support for all carers

Tip for the planning meeting – Be specific about the informal support you currently provide. The NDIA needs to understand the full picture, including what you do every day, to fund supports appropriately. Underselling your caring role often leads to underfunding.

Your concerns, addressed honestly

These are the worries we hear most often from families. We’ve tried to answer them as directly as we can, because you deserve real answers, not reassuring language that says nothing.

How do you know the care will actually be good?

This is the most important question to ask any provider, and we’re glad you’re asking it. At Mercy Connect, quality care isn’t a policy document, it’s the culture we work hard to build every day.

We invest heavily in training, supervision, and team culture. We conduct regular participant satisfaction surveys and actively seek feedback from families. We’re also independently audited against the NDIS Practice Standards.

The best way to judge quality is to see it. We encourage every family to visit, meet the team, and ask the hard questions before committing to anything.

Staying involved in your loved one’s life

Choosing a provider doesn’t mean stepping back from your person’s life. It means sharing the caring role with people who are there to help, not replace you.

Visits are always welcome
Mercy Connect homes are participants’ homes. You can visit whenever you like. We’ll never make you feel like a guest in your own family member’s home.
Care planning input
We actively seek your input when developing and reviewing support plans. You know your person’s history, preferences, and triggers better than anyone.
Regular communication
We’ll agree on a communication rhythm with you from the start. For anything significant, we contact families promptly, not after the fact.
Family meetings
We hold formal family meetings at key points, when your loved one starts with us, at plan reviews, and any time there’s a significant change.
An open door for concerns
If something doesn’t feel right, we want to hear it. You can raise concerns with the team leader, our management team, or through our formal feedback process.
Questions to ask any provider about family involvement
Can we visit at any time, or are there restrictions?
Who is our named contact person and how do we reach them?
How quickly will you contact us if something happens?
How do you involve families in care planning?
What’s your process for raising a concern?

Planning ahead for the future

One of the most loving and most difficult things a family can do is plan for what happens when you’re no longer able to provide care. Future planning isn’t giving up. It’s giving your loved one security.

Below are some of the most common questions families have about future planning. Click to expand each one.

Don’t wait for a crisis
Future planning works best when it’s done before it’s urgent. If your health, age, or circumstances are changing, now is the right time, even if it feels too early.

Your wellbeing matters too.

Carers give so much of themselves, often at the expense of their own health, relationships, and sense of self. This isn’t a small thing. Carer burnout is real, and it affects everyone, including the person you care for.

Taking time for yourself is not selfish. It is what allows you to keep showing up for the people you love.

Carer Gateway

Free services for unpaid carers including counselling, peer support, emergency respite, and practical help. Call 1800 422 737 or visit carergateway.gov.au.

Carers NSW

State-based support including advice, support groups, and information on your rights as a carer in New South Wales.

Emergency respite

If you have an emergency and cannot provide care, the Carer Gateway can arrange short-notice respite. Don’t wait until crisis point to ask.

Peer support groups

Connecting with other carers who truly understand your experience can be profoundly helpful. Ask your local community health or Carers NSW about groups near Albury-Wodonga.
Signs you might need more support
Feeling exhausted even after rest
Withdrawing from friends, family, or activities you enjoy
Feeling resentful, hopeless, or trapped
Feeling like no one understands what you’re going through
If any of these feel familiar, please reach out to the Carer Gateway on 1800 422 737. You deserve support too.

Resources for families and guardians

Helpful documents, guides, and links, all in one place.

Mercy Connect resources

    External resources

    • External Link
      myplace participant portal
      Log in to view your NDIS plan, check your budget, manage providers, and track your spending.

      Visit link
    • External Link
      NDIS website — For Participants
      The official NDIS participant hub — eligibility information, plan guidance, and your rights under the scheme.

      Visit link
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