Skip to main content

Frequently Asked Questions

We’ve collated the answers to a range of questions about our company, industry and services. If you have any further questions, our friendly team will be happy to assist.

General FAQs

What can I expect when I make contact with Carer's Network?

You will speak with our dedicated in-house Client Services Team who will assist you to determine what funding arrangements and services you may be entitled to. The Client Services Team will be with you every step of the way to ensure you are supported to live the life that you want to lead.

What are your hours for providing services? Can you provide overnight support?

Carer’s Network services are available 24 hours a day, 7 days a week. No matter when you need support, Carer’s Network is able to assist. Our services are available from as little as 2 hours to permanent, round-the-clock support.

Do you charge an exit amount if I were to cancel my service arrangement with you?

Carer’s Network does not charge an exit amount if you, or your loved one, were to cancel your service arrangement. However it is an expectation that payment will be received for all services rendered prior to the exit date.

Do I need to sign up for a minimum period of time?

Carer’s Network does not have lock-in contracts. You are free to cancel your services with us any time, however, we do expect payment for services rendered prior to the exit date.

How will you help me achieve my goals?

Together with a personalised Client Relations Manager you will be supported to achieve your goals through our tailored support services and assisted along every step of the way by our professional support workers.

Can I combine funding packages and private services?

Yes, Carer’s Network can tailor a package to your needs to ensure that you are enabled to achieve your goals and live the life that you wish to lead.

Can I get services while I wait for government funding?

Yes you can! As Carer’s Network is a private service provider approved with a range of government funding options as well as offering private funding, Carer’s Network can assist to put in place services to support you whilst you wait for government funding.

Can I contact Carer's Network at any time?

Yes, Carer’s Network are available to contact at any time, 24 hours a day, 7 days a week, 365 days a year.

What is a Client Services Manager?

You will be matched with a dedicated Client Services Manager, no matter how much or how little support you need. They will become your key contact person at Carer’s Network, which allows us to provide you with personalised service by someone who knows you and the support your require.

Aged Care

What is My Aged Care?

My Aged Care is your starting point for accessing Australian Government-funded aged care services.

My Aged Care provides:

  • information on the different types of aged care services available
  • an assessment of needs to identify eligibility and the right type of care
  • referrals and support to find service providers that can meet your needs
  • information on what you might need to pay towards the cost of your care.

Am I eligible?

My Aged Care conducts assessments to determine whether you can receive government subsidised care, and which level of care you are eligible for.

To see whether you are eligible, you can answer a few simple questions on the My Aged Care website. If you meet the requirements, you can apply for assessment straight away.

Which services do you provide for aged care?

Carer’s Network provides a range of services tailored to your needs. Services include Personal Care, Domestic Assistance, Community/Social Support and Respite Care.

How much will I need to pay?

The funds in your Home Care Package budget are determined by the level of package you’ve been assigned by the Australian Government. This is the same no matter which provider you choose. The fees you contribute towards your package budget can include a basic daily fee and an income-tested care fee.

The amount that the government subsidised changes every year. My Aged Care provides a simple calculator to calculate what these fees may be.

What is the difference between CHSP and HCP?

The Commonwealth Home Support Programme (CHSP) is a government-funded entry level home support program that helps older people live independently in their home and communities.

Home Care Packages (HCP) offer higher levels of assistance than the CHSP and are for people who need greater of more complex care. You can read more about the difference in our blog.

Disability Support

Which services do you provide for disability support?

Carer’s Network provides a range of services tailored to your needs. Services include Support Coordination, Personal Care, Domestic Assistance and Respite Care.

How do I know if I’m eligible to access the NDIS?

The best way to determine your eligibility is to take this simple quiz via the NDIS website. Here, you’ll be asked to provide a range of details including information about your (or a family members’) disability and how it impacts on day-to-day life. Carer’s Network will be able to help you customise the care you require.

How much does care cost?

The price of disability support is set by the NDIS Pricing Arrangements and Price Limits. These can be accessed by this PDF download. Our fully trained staff can help you navigate the costs of services we provide.

Do you provide support coordination?

Yes, we provide NDIS support coordination to help participants with a range of different things, depending on participant’s goals, needs and circumstances.

Can you provide Level 3 support coordination?

Yes, Carer’s Network can provide specialist support coordination. This is a higher level of support for participants whose situations are more complex and who need specialist support.

What is the difference between Plan Management and Support Coordination?

Plan management helps with the financial administration of your NDIS plan, which is available to all participants. Support coordination focuses on supports and providers, which is only available to those who meet the reasonable and necessary criteria determined by the NDIS. You can read more about the difference via our blog.

About Our Carers

Do you have your own care staff or do you use sub-contractors?

All our support workers are handpicked by our team of internal recruitment consultants to ensure that they are best suited to assisting you, or your family members.

Can you guarantee that I will have the same care worker?

Our internal rostering team works closely with our Carers in supporting you the way you wish, including matching you with your care team.

Can you provide staff who speak a particular language?

Where possible, Carer’s Network will attempt to accommodate any and all cultural and linguistic diversity requirements of our clients and seek out support staff who speak our client’s language or are familiar with their cultural mores.

Carer’s Network celebrates and takes pride in the diversity of our support staff. We value the different and varied perspectives of our support staff who hail from a variety of culturally and linguistically different backgrounds. Carer’s Network is an equal opportunity employer and we celebrate diversity. We are committed to creating an inclusive environment for all our employees and clients.

Can you guarantee qualified, experienced and caring staff?

Carer’s Network guarantees that our Carers are fully qualified and abide by all statutory regulations governing the aged and disability sector. Our carer’s hold a minimum of a Certificate III in Individual Support or equivalent, with many holding a Certificate IV, Diploma, or even degrees in Nursing.

All our care staff are fully screened for prior criminal history nationally and internationally, against the Victorian Disability Worker Exclusion Scheme, and if required hold Working with Children Checks.

Our carer’s hold their full Driver’s License, and are certified in CPR and First Aid; which are maintained in compliance with statutory regulations. Finally, our dedicated in-house recruitment team seeks out excellent support staff dedicated to what they do best, caring. Our staff are highly experienced in the provision of care and support services.

Carer’s Network supports and enables our carers to do this by facilitating ongoing training and professional development opportunities.

How do you check for quality of delivery by your staff?

Carer’s Network conduct regular performance evaluation and appraisals of all our Carers. Whilst additionally providing for open, ongoing, honest, direct communication channels for our Clients to discuss any issues, queries, or concerns without prejudice. Our Carer’s are regularly given opportunities for performance development and training in all relevant areas.

What process do you have in place if I want to request a change of care worker?

Feedback relating to staff allocated to support and care for you can be provided at any time without prejudice, and another Carer will be allocated to your care immediately. There are no notice periods or cost implications if this were to occur.

Carer’s Network is dedicated to maintaining a culture of open communication, transparency, and accountability. Our clients are at the heart of everything we do, and Carer’s Network is dedicated to caring for our clients in the way they wish to be cared for.

About Carer’s Network

What is unique, or better, about your home care service?

Carer’s Network is big enough to help you, small enough to care.

Carer’s Network is set apart from other care providers through its small but dedicated team of professional staff and care workers. Thanks to our size, Carer’s Network is perfectly placed to support our clients in a caring, compassionate, and respectful fashion. Carer’s Network responds directly and personally to our Client’s needs through provision of tailored care services, caring for our clients in the way that they wish to be treated.

We are large enough to support and care for our clients, with a tight-knit and dedicated team of professional staff. Our network remains small enough so that you are dealt with directly, known personally, and Carer’s Network is accountable at all times to our clients.

How long has the organisation been providing home care services?

Although Carer’s Network has been operating since 2017, our key staff have over 20 years industry experience each. Carer’s Network has steadily grown our support service and funding offerings maintaining an unparalleled focus on provision of service excellence to our clients. With a focus on sustainable organisational growth, Carer’s Network has consistently sought to learn and mature over the last three years.

Feedback and Complaints

How do you obtain and use feedback from your clients?

Our commitment to service excellence continues with the Client Relations manager available for contact at any time to discuss positive or negative feedback. Carer’s Network believes it is our Client’s right to expect a high standard of work from our staff and feel comfortable to express any kind of feedback at any time. As such, our Clients are provided with feedback forms as part of their information pack.

What do I do if I have a complaint about the quality of the service I am receiving?

Carer’s Network is committed to providing our clients with a high-quality service and recognises that it is in everybody’s interest to resolve any issue quickly, discreetly, and confidentially. We are committed to ensuring any complaints regarding the services provided are managed in accordance with the requirements of the Disability Act 2006, the National Standards for Disability Services, and in accordance with the guidelines for Complaints Management under the Office of the Disability Services Commissioner.

At Carer’s Network, we believe that every voice matters. That’s why we’ve created “Your Voice,” our dedicated platform for complaints, compliments, and feedback. You can also leave anonymous feedback.

Carer’s Network encourages a culture of open communication which is both responsive and accountable in relation to any grievance or complaint. It is our Client’s right to expect a high standard of work from our staff and to feel comfortable with them in their own home.

An information pack will be provided to clients and will include documentation detailing the policy, process and procedure for making a complaint. This is intended to promote a culture in which it is ok to complain’ and express any concerns around the care and services received.

Do you have further questions or need assistance?