Often it is a son, daughter, partner or friend who first notices that someone needs more help. This guide explains how family members and carers can enquire about support for a loved one, what to share, and how to work out which program applies.
Can a family member enquire on someone’s behalf?
Yes. Most first enquiries we receive come from family members. The one rule is consent: the person who needs support should know you are enquiring and be happy for us to contact them or you. If they cannot give consent, tell us who has the authority to make decisions for them.
In the NDIS, some people have a nominee. A correspondence nominee can receive mail and make enquiries for a participant, and a child representative makes decisions for a child under 18. Include these details if they apply.
In aged care, an older person can have a registered supporter. A registered supporter helps them make and communicate their own decisions about aged care, in line with what the older person wants. If that is you, mention it when you enquire.
Which program applies: NDIS or Support at Home?
As a rough guide, the NDIS is for people who applied before turning 65 and met its disability or early intervention requirements. Older people who need help to stay at home usually go through My Aged Care and Support at Home. If you are not sure, describe the situation and ask. We will help work out the pathway.
- NDIS services: support for NDIS participants, such as personal care, transport and community participation
- Support at Home services: in-home aged care, such as domestic assistance, personal care and social support
What should you include in the enquiry?
- your name, and your relationship to the person
- the person’s name, suburb and preferred contact details
- the program, if known, and any NDIS number or My Aged Care reference
- what is happening now and what help is needed, in your own words
- who is allowed to make decisions, and whether the person has agreed to the enquiry
- the best times to call you and them
How does it work, step by step?
- Talk with your family member about getting support, and check they agree to an enquiry.
- Call us, send the contact form, or use the referral form if you already know the program.
- We call back to understand the situation and explain the options.
- If appropriate, we arrange to meet the person, with you there if they want.
- Anything agreed is written down before support starts.
How do you start an aged care assessment for a parent?
If your parent or relative is older and needs help at home, the first step for Support at Home is an aged care assessment through My Aged Care. You can apply online, or call 1800 200 422 (Monday to Friday 8am to 8pm, Saturday 10am to 2pm). With their agreement, you can help them apply and be there for the assessment.
After approval, they receive an assessment outcome letter and support plan. Keep a copy handy: it lists the services they are approved for, which is what providers need to know. Our guide to Support at Home arrangements explains the next steps.
What if you are worried about their safety?
What if your family member is reluctant?
Accepting help can be hard, especially with personal care. It can help to start small, such as a weekly trip to the shops or help with cleaning, and let trust build. The person always keeps the right to say no, and to choose who supports them.
How can carers look after themselves too?
Caring is demanding. The NDIS funds short term respite so participants can have time apart from their usual carers while those carers take a break, which helps them keep caring. Support at Home also includes respite. Read about NDIS respite options, or our respite care and general respite services.
If you would like to prepare for the first call, see preparing for an initial support discussion.