A complex-care provider that answers the phone, tells you the truth about capacity, and writes the reports you need.
Three things coordinators tell us they can't get elsewhere.
A real capacity answer within the hour
Yes, no, or yes-from-a-date, from someone who has looked at the roster. We do not say yes and work out staffing later. Any time of day, any day.
One named contact, and an escalation number
You get an intake nurse’s name and direct line on the first call. If a shift ever falls over, you hear it from us first, with the fix, not from the family.
Reports written for plan reviews
A monthly summary and a formal plan-reassessment report in reasonable-and-necessary language, itemised by support, so you are not defending funding with progress notes.
What happens, and when.
- Within 1 hour — capacity callOur intake nurse calls you back with a straight answer and, if it’s a yes, tells you what we need to start. Hospital discharges are treated as urgent from this call.
- Within 1 business day — intake startedYou and the participant or family receive the intake form link, or we take the details by phone. Nothing is asked twice.
- Within 48 hours — intake visitA nurse meets the participant at home or on the ward, reviews clinical needs, medications, transfers and the home environment, and confirms the risk assessments already in place so nothing is redone.
- Before day one — agreement, quote and rosterService agreement and an itemised quote against the current Pricing Arrangements, then the roster confirmed with named workers. The first shift is never the first time anyone has met the participant.
- Every month — summary to youHours delivered, incidents, changes in need, and anything that affects the plan. At review time, a formal report you can attach to the request.
Can we take this participant?
How we quote, so your invoices reconcile.
Line by line against the current NDIS Pricing Arrangements and Price Limits. Every quote shows the support item, the rate, the time of day and the day type, so you can check it against the plan in minutes rather than an afternoon.
High-intensity rates only where the skill descriptor applies. We claim the high-intensity item for a shift only when the participant needs a worker with those competencies on that shift. Standard shifts are quoted at the standard item, even on the same participant.
Active overnight versus sleepover, priced as delivered. If the participant’s needs mean the worker is up and working, it is active overnight and we say so in the quote and in the plan-review report. If it is a sleepover, it is quoted as a sleepover.
2:1 supports only when the risk assessment supports them. We document why two workers are needed and for which tasks, and we quote 1:1 for the rest of the shift. If the need changes, the roster and the invoice change with it.
Weekends, public holidays, cancellations and travel follow the Pricing Arrangements and are shown separately on every invoice. Short-notice cancellations are charged only where the rules allow, and never for a hospital admission.
Plan running short? We tell you at the monthly summary, not after the funds run out, with the numbers you need for a change-of-circumstances request.
Want a sample quote for a specific scenario before you refer? Ask for one in the capacity form’s notes field and we’ll send it with the call-back.
Evidence you can attach, not notes you have to translate.
The NDIA funds what is reasonable and necessary, and it decides that on the evidence in front of it. Most of that evidence comes from providers, and most providers hand over progress notes that were never written with a planner in mind.
Ours are. For every participant we provide a monthly summary (hours by support type, clinical events, incidents, changes in need) and, ahead of any reassessment, a plan-review report that sets out each support, why it is needed, what happens without it, the evidence from the period, and the hours requested, in the NDIA’s own language. Behaviour support and restrictive-practice reporting is included where a plan is in place.
You are welcome to send us the review date the moment you have it. We would rather write the report early than have you chase it.
Everything you'd otherwise have to email us for.
- Participant intake formOnline, secure, can be completed by you, the family or the participant. Uploads the NDIS plan and care documents.
- Hospital discharge guide and referralHow a ward-to-home transition works with us, and the one-hour referral form.
- Privacy policyPrivacy Act, NDIS Practice Standards, WA Surveillance Devices Act (our phone line is answered by an AI receptionist and recorded).
- Services and registration groups0104, 0114 and 0107, with what each covers in practice.
- Capability statement (PDF, 1 page)Registration groups, clinical capability, how a referral works, governance. Forward it to families and managers.
- Sample plan-review report (PDF, 4 pages)A fictional participant, so you can see the structure and the level of evidence before you refer.
- Service agreement templateAvailable on request while the online version is finalised.
- Incident, complaints and restrictive-practice policy summaries (PDF, 2 pages)What we do and when, the reportable-incident timeframes, and what you will hear from us.
Request any of these by emailing info@complexcarecontinuum.com.au with “Documents” in the subject line.
Short, practical, written by our clinical lead.
- The ten-day hospital discharge checklist for Perth support coordinatorsHLO notification, the NDIA’s four-day and 30-day clocks, capacity, equipment, roster, and the first 72 hours at home.
- What a provider’s plan-review report should containSeven sections mapped to the section 34 test, and what to ask any provider for six weeks before a reassessment.
- Active overnight versus sleepover: the two-hour ruleWhen a sleepover is enough, when a sleeping worker is not safe, and the four-week overnight log that settles the funding question.
- When every provider says the participant is too complexThe five things a no usually means, how to reframe the referral so a nurse can answer it within the hour, and when the problem is the plan.
Questions coordinators ask first.
Do you pay referral fees or offer anything to coordinators?
No, and we never will. The NDIS Code of Conduct prohibits inducements, and a coordinator who is paid to refer cannot act in the participant’s interest. What we offer instead is a provider who makes your job easier.
Which areas do you cover?
The Perth metropolitan area and Peel, from Mandurah to Yanchep, with local pages for Joondalup, Osborne Park and Stirling, Nedlands, Perth city, Midland, Bentley, Murdoch, Fremantle, Armadale, Rockingham and Mandurah. If a suburb is not listed, ask; the list is where we already have workers, not a boundary.
Can you take someone before their plan is sorted?
Often, yes. Tell us where the plan is up to in the capacity form. We will be honest about what can start now, what has to wait for funding, and what evidence would help the review.
What can’t you do?
We do not provide specialist behaviour support (we implement plans, we do not write them), allied health, or supported disability accommodation. We work alongside the providers who do and will tell you if a referral belongs with someone else.
Who do I call if something goes wrong on a shift?
Your named intake nurse on their direct line, or (08) 9515 8000 at any hour, which reaches the on-call lead. You will hear from us about a problem before you hear from the family.
How is your workforce screened and supervised?
Every worker holds a current NDIS Worker Screening Check, is inducted to the participant’s plan before their first shift, and is clinically supervised by our nurses for high-intensity supports. Training records are available on request.