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Community Based Individual Services – Service Disclosure Statement

These are the Terms and Conditions for the service Individual Services (Community Based). This Service includes individual support in your home, in the community and in your workplace.

You need to read these with the My Service Agreement Terms and Conditions.

Northcott Individual Services include:

Goals may relate to:

  • Independence and Life Skills
  • Work or Study
  • Whilst volunteering or at work placement
  • Social and Leisure

Where I might receive support:

  • At home
  • At work
  • In the community

Northcott Individual Services is where you will receive individual support to achieve your goals and outcomes.

Goals and Outcomes

You tell us what you want to achieve whilst at Northcott. We will assist you in working out what your goals are and the steps you can take to achieve them, we will then assist you in working towards those outcomes.

Types of Work

The things Northcott staff complete with you, and for you. Examples of these types of work include:

Things we do with you

You may also know this as Face-to-Face time.


  • Planning and developing your schedule and strategies
  • Setting and reviewing your goals and outcomes
  • Working with you in achieving your goals

Things we do for you: 

You may also know this as Non-Face-to-Face time.

  • Developing resources and lesson plans
  • Planning and setting up activities
  • Report writing (e.g. End of Plan etc.)
  • Documentation, meetings and training related to your specific support needs
  1. What if I need to schedule, reschedule, or did not attend my service?
    1. We are available between 8am – 8pm on Monday to Friday, and 8am – 4pm on weekends and public holidays to assist you with scheduling or rescheduling your services.
    2. To schedule or reschedule your service, email [email protected] or call 1800 818 286
    3. You will need to give 48 hours notice to cancel, reschedule, or change a scheduled Otherwise you will be charged 100% of the agreed service cost to your NDIS plan.
    4. If you leave during, or end your scheduled service early, you will still be charged for 100% of the scheduled time.
    5. We can only deliver support in line with the services you have agreed to in your Northcott My Service Agreement. See section 6 ‘What if you need to change your Agreement with us?’ in the Terms and Conditions if you would like to add another service to your Agreement.
  2. Individual Service Charges
    1. Individual Service costs is based on a 1:1 rate.
    2. Non-Face-to-Face time- is the time spent doing things for you when you are not physically on site. They include setting up and planning activities, developing resources and lesson plans, documenting your strategies, and setting and reviewing your goals and It may also include connecting you to work placements, engagement with placement providers, and risk assessments of site and duties.
    3. Individual Services Transport is charged at a per kilometre You may also be charged for tolls and parking costs if required.
    4. If you have complex support needs requiring 1:1 support, and we need to introduce a new worker to you, we may charge you for a shadow/buddy shift. This is where your experienced worker will demonstrate to your new worker, how best to support you during your Service. There is a maximum charge of 6 weekday hours a year for this type of support.
    5. If you live alone and are receiving Individual Supports from only 1 Northcott worker, we need to work with you to identify and reduce any We will give you a copy of our Risk Assessment. This is a NDIS Quality and Safeguards Commission requirement.

Risks can be reduced by

  • Rostering at least 2 different support workers to provide support in your home, with your alternate support worker working a minimum of 1 shift in a 4-week period.
  • If it is not possible for you to have 2 different workers, then we will take extra steps to ensure your safety such as monitoring the support you are receiving, and checking in with you that you are happy with the level of support you are receiving.

Add On Costs are other charges that may be required. These may be purchased on top of your Base Individual Services Costs. You may request these, or we may discuss these with you if we feel they are required. Add On Costs include:

  • Additional Non-Face-to-Face Time is where staff complete specific tasks for you, outside of your direct support needs, and on top of the standard Non-Face-to-Face time.
  • This may include attending meetings with your Support Coordinator, Behaviour Support Practitioner, Allied Health Professional or other stakeholder Writing individualised progress reports, conducting additional individualised training related to your support needs, or developing additional resources specific to your individual support needs are also examples of Additional Non-Face-to Face time.
  • Personal Care or Mealtime Assistance will be charged as a separate cost if you require an extra worker to assist you and will be charged as per your individual support needs.
  • Shadow Shifts are where we need to introduce a new worker to you due to the complexity of your support This is where your experienced worker will demonstrate to your new worker, how to best support you during your Service. There is a maximum charge of 6 weekday hours a year for this type of support.
  • Travel training is where we support you to learn how to catch public transport to increase your independence.
  • Additional staff members may be required to ensure your safety in certain situations, such as if you have epilepsy and are going swimming, or if you have healthcare needs or behaviours of concern that require support from two staff.
  • These charges will be based on your individual needs.

We will not charge you for our normal operating costs such as ongoing NDIS plan monitoring, developing Service Agreements, or quoting.

  1. What is not included in the price of this service?

You will need to pay out of pocket expenses for:

  • Activity and entry fees for yourself
  • Activity and entry fees for your worker if you do not have a Companion Card
  • Public transport fares for yourself
  • Public transport fares for your worker if you do not have a Companion Card
  • Food and drinks
  • Specialised equipment that you require
  • Personal care products that you require
  • Your transport to and from your service
  1. What the NDIA says is reasonable and necessary

In order to be considered reasonable and necessary, a support must:

  • Be related to the participant’s
  • Not include day-to-day living costs that are not related to a participant’s disability support needs
  • Represent value for
  • Be likely to be effective and beneficial to the participant and take into account informal supports given to participants by families, carers, networks, and the community

Note. Version 6.0

Montrose is now part of Northcott!

Welcome to our new website.

If you have any questions, please speak to your Service Manager, Service Coordinator or call us on 1800 818 286.