Starting NDIS supports for the first time is a big step. The plan has been approved, the provider’s been chosen — and now what? Here’s what we walk through with every new family in their first week with Helping Haven, in plain language.

Day 1-2: The intake conversation

We start with a message-based conversation. Nothing formal. We want to know who you are, what your week looks like, what’s working, what isn’t, and what you’d like more of. We’ll ask about preferences — gender of worker, cultural background, languages, hobbies, anything that matters.

We’ll also walk through the bits we have to talk about — service agreement, NDIS Code of Conduct, your rights, our complaints process — but we keep it short and human.

Day 3-4: Worker matching

This is the bit that makes or breaks the next twelve months. We don’t auto-match. Our service manager looks at availability, geography, language, gender and personality, and picks one or two workers we think will fit. We tell you who they are before they arrive.

If the match doesn’t feel right after the first shift — say so. We’ll change it. No drama, no questions.

Day 5-7: First shift, then second shift

The first shift is usually low-pressure: a meet-and-greet at home, a walk to the local cafe, or whatever feels natural. The second shift, two or three days later, gets into the actual support — daily living tasks, the appointment, the community access activity.

By the end of week one you should know:

• Who your support worker is.
• When their shifts are.
• What you’re working on together.
• How to raise something if it isn’t working.

What you can ask for at any time

• A different support worker.
• A different shift time, length or activity.
• An interpreter if it would help your conversation.
• A copy of the service agreement, in your language or in Easy Read.
• A meeting with the service manager.

The 14-day check-in

About two weeks in, we contact every new family for a check-in. We ask: is the worker right? Is the roster right? Is the support helping you toward the goals in your plan? Anything we should change?

Most families have small adjustments by then — a different start time, more focus on cooking, a swap to a different community activity. That’s exactly what the check-in is for.

Want to talk to us about starting?

If you’re in Melbourne’s west or north and ready for a first chat, send us a message. We respond within one business day, and the first conversation is always free.