Do You Need Drop-in Support?

We’re contactable all night, every night of the year – and our unobtrusive service is designed for maximum independence. A team member drops in at any time to help with exactly what you need, and then says goodbye.

Your disability doesn’t take holidays or disappear at the end of the business day, so nor do we.

We assist people that:

• have a physical disability
• are aged 18+ years old (at the time of joining the service)
• live within our Ipswich, North or South Brisbane catchment areas
• have the ability to instruct our staff
• be in receipt of funding to pay for support e.g. NDIS, NIISQ, Third Party, or have capacity to pay the fees for our services.

• A coordinator to organise your services;
• Qualified and trained staff;
• Consistent staff;
• Reliable – all our staff must sign on when they start their shift and this is monitored by the coordination team;
• Flexible assistance – if you need a change to your assistance time you can contact the office during office hours and they will adjust your time, if it is during the night then you can contact your shift and they will accommodate your request;
• Responsive – a number to contact anytime of night for call-in assistance; a regular assistance time on a usual shift; the phone number of your shift provided to you;
• Staff member showing up on time – 90% of the time our staff arrive within 5 minutes of your scheduled assistance time *arrival times reviewed daily by coordination team;
• If staff are going to more than 10 minutes late they will call you with an ETA;
• Staff member that you know – staff who work your shift will have 3 buddy shifts with senior staff so that they become familiar with your routine before going out on their own.
• Task focused drop-in support – your assistance will include all the things that you need and nothing you don’t

• Your regular assistance will need to fit in with the flow of our shifts and therefore may not be the exact time you are looking for;
• when we receive call-ins this can make us late for your regular assistance;
• when another service user is away we may need to alter your assistance time to ensure the efficiency of our shift;
• when a service user wants to change their assistance time for a once off we may contact you to ask you to change your assistance time to accommodate the other person’s request;
• when you have a change to your usual assistance or a call-in you may be assisted by someone that you have not met before.

Customers are charged for the actual time they are assisted.   Our minimum shift is 15 minutes.  30 minutes of travel time is also charged with each drop-in assistance provided.  This is charged at the same rate as the hourly rate of the assistance provided.

E.g. if you have a 15-minute assist you will be charged 45 minutes in total.

If a phone call is not made to the office to advise of the cancellation 2 clear business days before the scheduled service. In this instance, MACS will charge for 100% of the price for the cancelled shift.

If the customer is not home for their assistance and does not inform the office that they will not be home, they will be charged for the assistance plus travel time as if they were assisted.

Cancellations made ‘on the doorstep’ (without notice) at a scheduled assistance time will be charged to the customers plan as if they were assisted.  Scheduled assistance plus travel.