Frequently Asked Questions
How do I get started with your services?
Once we receive a referral by phone or email, you are allocated to a dedicated coordinator, ensuring you always have a consistent point of contact at our office for personalised support.
Your coordinator will visit you to meet in person and work with you to develop a support plan that outlines your individual needs and the supports to be provided by your support workers. They will also identify any specialised skills your support workers may require, as well as any additional training needed to ensure your team is prepared to support you safely and effectively.
Once your roster has been developed, your coordinator, in conjunction with the rostering team, will source suitable staff who can commit to supporting you on an ongoing basis, helping to provide certainty and consistency.
Your coordinator will work collaboratively with others involved in your care, including support coordinators and allied health professionals, to ensure everyone is working together to support your goals and wellbeing.
What training do your staff have?
All staff hold a minimum Certificate III in Individual Support, or a qualification in a related care domain. Staff are also required to hold current first aid and hand hygiene certificates.
Depending on each participants individual needs, staff may receive additional training in areas such as manual handling, medication management, mealtime management, catheter care, PEG feeding, diabetes support, positive behaviour support, dementia care, epilepsy awareness, mental health awareness, and any other relevant training required to safely and appropriately support individual needs . As a high level needs specialty provider, we take ongoing training seriously to ensure that all participants receive the most qualified care.
Do I have to be an NDIS participant to engage with you?
No, we provide support to many clients who are not under the NDIS. We work with other funders such as WorkCover, Motor accident Commission, DSOA and as an associate provider under several registered Aged Care providers for clients who have an aged care package. We also provide services to private paying clients.
What does it mean to be a registered NDIS provider?
Being registered means we meet all NDIS standards for safety, quality and professionalism. We consistently achieve a ‘best practice’ outcome for High intensity supports including Risk management, Quality management systems, Continuous improvement, Incident management, Development of support plans, Medication management and Mealtime management.
Registration ensures participants receive reliable, accountable support delivered ethically and consistently. We believe being registered is important for providers providing high level NDIS services so that there is oversight on their capacity to manage the risk and safety of all participants.
Can I choose my support worker?
We do our very best to match participants with suitable workers based on needs, availability, personality, and preference. Participants can request specific workers, creating trusting, consistent relationships. With over 320 trained and screened field staff, we ensure support is delivered safely, respectfully and in a way that empowers participants every day.
How do I know what supports I’m eligible for?
Your NDIS plan outlines available supports but understanding it, can feel overwhelming. Balance helps participants and their families across Adelaide and South Australia interpret their plan, explain funding and identify services that match goals, needs and routines. We work closely with Support Coordinators to ensure practical, effective care.
Can I change my support schedule if needed?
Yes. Life changes, and so can your support needs. Balance offers flexible scheduling to accommodate evolving circumstances, ensuring participants can access the right support at the right time. We work with you to adapt services without disrupting progress toward independence, confidence and daily routines. Your services are completely tailored to your needs.
Can I move to Balance from another NDIS provider in Adelaide?
Yes! Transitioning is straightforward. We guide you through the move, communicating and coordinating with your current provider to ensure uninterrupted support.
How does Balance help with plan management in South Australia?
Balance is a registered NDIS Plan Manager supporting participants across South Australia and Australia-wide. We simplify funding management by processing invoices, tracking budgets, submitting claims promptly, and providing monthly reports and app access.
Unlike some plan managers, Balance can quarantine funds for specific providers or supports, helping participants manage their budgets more effectively. You can also choose to approve invoices before they are paid, giving you greater control and transparency.
Through our app and reporting, you can track payments, view funding by support category, and receive funding summaries by provider where funds have been quarantined.
Most importantly, Balance provides personalised support. You are not just a number in the system — our team works with you to help ensure your NDIS plan is used efficiently to support your goals.
Can I mix and match my services?
Absolutely. As our plan management service operates in a separate department, on a completely different database, we can ensure that there is no conflict of interest between providing direct services in the home, and our plan management services. We have participants who use us for either service, and some who choose to use us for both. We ensure all services align with participant goals, lifestyle and funding. Our team, including dedicated office and field staff, provides responsive, flexible support for participants with varying levels of need.
Does Balance provide support for behavioural needs?
Yes. We are certified to implement positive behaviour support plans. Our experienced staff use evidence-based strategies to manage challenging behaviours safely, including regulated restrictive practices. We collaborate closely with participants, families and professionals to ensure strategies are applied consistently while respecting the participant’s choices and abilities.
What happens if my regular worker is unavailable?
If a regular worker is unavailable, we will first check within your team to see whether a known worker is available. We will then notify you as soon as possible and check whether you would prefer the replacement worker or to reschedule the service.
How much notice do I need to give to book a service?
Depending on the situation, as much notice as possible is preferred, but urgent requests can be facilitated when needed. We have often pulled together complex rosters within 24 hours to facilitate hospital discharges.
What if I need to cancel or change a booking?
We have a very clear and flexible cancellation policy which is provided to you as part of the intake process and can be requested at any time.