We aim to support participants and providers to better understand how they can effectively communicate about their needs and concerns and better understand shared support. 

The purpose of this “Knowledge builder” document is to provide common examples/scenarios that NDIS participants face in their NDIS-funded accommodation. The examples of how someone might approach each scenario are not in an order of priority and there is no correct answer - there are different options that reflect people’s different living circumstances. 

While it is not possible to cover every scenario that may occur, it is hoped the learnings from the scenarios below can be applied to people’s own experiences. These suggestions are also just a starting point for building culture, and there may be other ways to deal with different issues.

This “Knowledge builder” aims to provide best practice scenarios so that all participants, providers and supporters can understand what they can and can’t ask for in relation to support. The scenarios below show what providers should be doing to make sure participants understand how shared support works, and how it’s different to 1:1 support. 

The following scenarios relating to shared support are subject to wait times. These wait times can be up to 60 minutes. Each on-site shared support provider will have their own way of triaging and prioritising calls. 

If your disability means that you cannot wait 60 minutes for support, due to specific health reasons, you are still able to live in these shared properties. You would need to ask the NDIS for 24/7 1:1 support. If you are given this support in your NDIS plan, you are able to opt out of using and paying for onsite shared support.

1:1 support vs shared support

Sarah is a wheelchair user and lives in a High Physical Support SDA apartment. Sarah is supported by Emma for 4 hours in the morning. Emma works for a different company to the onsite support provider. Sarah can access help from the onsite shared support provider when Emma isn't there. Sarah is confused about what she can ask the shared support provider for help with.

Who can help Sarah and for what tasks?

Select from the options below to learn more.

Ad hoc supports

Barry lives in an Improved Liveability apartment and has a lot of little tasks that he needs done throughout the day. Barry only has his 1:1 support worker, Jack, for 6 hours a day. That’s enough for Barry’s personal care, but there’s a few little things that Barry needs help with throughout the day.

Can onsite shared support be Barry’s second pair of hands?

Select from the options below to learn more.

Emergency support

Jules lives in an Improved Liveability villa with another housemate who is not at home. He is a bit unsteady on his feet and has slipped in the bathroom. He’s not hurt but he can’t get back up. Luckily, Jules has his emergency fob with him so he can call onsite shared support for help.

Is onsite shared support allowed to help Jules in an emergency?

Select from the options below to learn more.

Gaps in support

Penny has just received SDA in her plan and is going to move into a new apartment building. She spoke to the onsite shared support provider about what would happen if there are vacancies in the SDA apartments when she moves in.

What did Penny find out about what happens when there’s gaps in support?

Select from the options below to learn more.

Overnight support

Tara lives in a High Physical Support apartment by herself and needs support overnight. She cannot roll on her side without help. She also needs to be checked at night to make sure she hasn’t slipped over to her stomach, which would restrict her breathing.

Can Tara use onsite shared support for help overnight?

Select from the options below to learn more.

Support with a family

Susie is a wheelchair user and lives in a 2 bedroom townhouse with her husband, George. Sometimes their grandson, Oliver, stays with them. There are 3 other townhouses on the property and they have an onsite shared support. Susie isn’t sure how much the onsite shared support can help with her family.

Can onsite shared support help George or Oliver when they are assisting Susie?

Select from the options below to learn more.

Support outside the home

Carl has been living in his Fully Accessible SDA apartment for a month. He wants to do some things around the apartment building and at the shops down the street. 

Can onsite shared support help Carl outside of his home?

Select from the options below to learn more.

Staffing frustrations

Jennifer is the manager of a provider that oversees the shared support team at an SDA apartment building. She is finding that support workers will do 2 or 3 shifts and then leave, which results in a lot of TBC shifts on the roster. Tenants are getting annoyed at the lack of consistency with the roster.

What can Jennifer do to ease everyone’s frustrations?

Select from the options below to learn more.