Coronavirus (COVID-19): How Northcott is managing its services – 18 March

By Victoria Civils-Wood, 18 March 2020 , Comments

Our main concern during this Coronavirus (COVID-19) crisis is ensuring the safety and health of our customers and staff. We have therefore made some changes to the way that we operate our services. These changes are all guided by the latest information and advice from NSW Health.

Please check our website regularly for further updates as we will add information as health advice is updated.   

Northcott is providing its usual services

All Northcott services are currently running as usual in your area, but we are taking added measures to keep our customers and staff safe. Our services include:

  • Services and programs that we run in our centres (such as Life Skills, Vocational Skills)
  • In Home and Community Supports
  • Therapy services
  • Early Childhood Early Intervention (ECEI)
  • Housing / Supported Independent Living (we will update families and customers with more detailed information around these services soon).

New measures to ensure that you and our staff are safe

We have introduced some additional measures to ensure that you and our staff are safe. We are minimising the number of people that come into our accommodation services, offices and centres to those that are needed to provide services or carry out essential work. 

We are also reviewing how some services – such as going out into the community and group activities – are provided following the NSW Health guidelines around social distancing, avoiding large gatherings and crowds, and ensuring that people are not sharing food and drink.

We will continue to provide these services, but they may be modified in some ways. If you have any concerns, you can discuss this with our staff.

We will also be increasing cleaning in our offices and centres, ensuring that there is frequent hand-washing and other hygiene measures.

Please give as much notice as you can to cancel a service

 We understand that you may need to cancel your service due to illness or other reasons, but we ask you give us as much notice as possible so that we can reschedule it at a time to suit you.

As Northcott is continuing with regular services, the usual cancellation rules still apply as per your service agreement. This is because we still have to roster and pay staff for those services unless we have 48 hours’ notice.

Your Support Worker or Coordinator may be able to organise telehealth or telephone sessions as an alternative to face-to-face services if that is a better option. Speak to your Northcott contact person to discuss this option.

Contacting Northcott

If you have any questions about your Northcott services or NDIS plan at this time, contact your Coordinator, Individual Plan Advisor or Customer Liaison Consultant.

Please ensure that your contact details – such as your phone number, mobile number and address – are up to date so we can reach you if needed.

Staying healthy

 We know that people with disability are often more vulnerable to illness than the general community. Good hygiene practices will help you to remain healthy during this crisis:

  • Wash your hands with soap and water before and after an activity, including your service with Northcott. Wash for at least 20 seconds (if you sing ‘Happy Birthday’ to yourself twice, this is 20 seconds). If soap and water is not available, use an alcohol-based hand rub (sanitiser).
  • Avoid close contact with anyone who has a cold or flu-like symptoms.
  • Avoid handshakes, kissing and other physical contact wherever possible.
  • Cover your mouth when coughing or sneezing. Use a clean tissue and dispose of it afterwards, or cough or sneeze into your elbow.
  • Stay home if you are sick and make an appointment with your doctor if needed. You can also call the Health Direct Line on 1800 020 080.
  • Limit the number of visitors to your home.
  • Avoid large crowds of people.
  • Practise social distancing.
  • Have your annual flu vaccination (unless your doctor advises against this).

If you suspect you have Coronavirus

Symptoms of Coronavirus range from mild flu-like symptoms (such as fever, headache, coughing, sore throat, fatigue and shortness of breath) to pneumonia.

Some people will recover easily, while others may get very sick, very quickly. If you are sick and think you have symptoms of COVID-19, seek medical attention.

Contact your doctor or the Coronavirus Health Information Line 24 hours a day, 7 days a week on 1800 020 080.

More information



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