Inside a NDIS High-Intensity Support Group Home

Inside a NDIS High-Intensity Support Group Home

High-Intensity Support under Australia’s National Disability Insurance Scheme (NDIS) is among the most complex and demanding forms of care. Participants requiring this level of support often have highly complex needs and are at greater risk of serious health complications. Providing this level of support calls for skilled and experienced support workers, equipped with specialised knowledge, practical clinical experience, and advanced skills, and strict adherence to safety protocols in order to deliver high-quality care.

One of our Group Homes has consistently met government requirements for providing NDIS High-Intensity Support over many years. During a recent visit, I spoke with Nana, who works in our Disability Services unit, to learn more about the expertise and dedication behind specialised care and the difference it can make in people’s lives.

“There are currently five residents in this home who require High-Intensity Support,” Nana explained. “One resident experienced a stroke that left her with severe muscle stiffness. She relies on a feeding tube for all nutrition and even faces the risk of aspiration when swallowing saliva. To keep her safe and well, our team works closely with doctors, nurses, and allied health professionals to develop a comprehensive care plan. Every support worker receives specialised training and must pass practical competency assessments before they are authorised to provide care.”

During my visit, I observed first-hand the patience and thoughtful approach that staff bring to supporting a female resident. 

“Each aspect of care follows clearly defined procedures,” Nana said. “For example, we reposition her every two hours, regularly flush the feeding tube. Medications are administered with precision three to five times a day, and blood glucose levels are monitored routinely. We also use professional monitoring system to track and keep detailed records of her sleep, bowel movements, sleep patterns, and vital signs so that any changes can be picked up quickly.”

Under the guidance of a speech pathologist, they prepared one of the residents’ favourite foods, the steaming potatoes. The potatoes were blended into a smooth puree and gently applied to her lips and mouth using the tip of a chopstick, allowing her to experience a familiar and comforting taste. As she was unable to swallow safely, they then carefully removed the puree with a cotton swab after she had tasted it.

“The entire process is carried out in accordance with professional clinical guidance,” Nana added. “While safety always comes first, we also strive to support each person’s preferences and quality of life. Through ongoing health monitoring, rehabilitation support, and daily companionship, her condition has gradually improved. Her muscle stiffness has eased significantly, and she has gained greater mobility.”

Speaking about another resident, Nana recalled, “When she first moved into the Group Home, the changes to her physical abilities had a major impact on her confidence. Having lost much of her independence, she became withdrawn. She rarely spoke, was underweight, and her voice was so faint that it could barely be heard.”

Overtime, however, things began to change. “Our team believes in treating residents like family,” Nana continued. “We focus not only on their physical wellbeing but also on providing emotional support and encouragement. Slowly, she has regained her confidence and overcome many of the challenges she faced. Today, her weight has returned to a healthy level, her voice is strong and clear, and she enjoys singing and chatting with staff. The smile that had long been absent has returned to her face.”

What I witnessed at the Group Home was more than a system of professional and highly structured care, but also genuine dedication from the staff providing it. Behind every High-Intensity Support care plan and daily routine is a team working to help residents live with greater dignity, independent, and quality of life.

#015 Supporting the increasing demand for community services

#015 Supporting the increasing demand for community services

A ray of sunshine shone on CASS in 1986. The Board was focused on the development of child care services. With funding support from the Federal government, Campsie Child Care Centre had a total facelift and regulatory requirements were met.

On the evening of 29 March 1987, Campsie Child Care Centre was filled with drumrolls and laughter. An official opening ceremony was held to mark the significant milestone.

The occasion was attended by members of the Board, Society members, parents and staff of the Child Care Centre, neighbours, federal and state politicians as well as councilors. Over 200 people participated in the celebrations.

The Opening Ceremony was conducted by the Hon. Tom Uren, Federal Minister for Territories and Local Government at the time, representing the Minister for Children and Families.

Lion dance was performed by 2 big and 2 small lions from the Chinese Youth League. They leapt and danced to the joyous rhythm of the drums. This was a scene never witnessed before by the local community, especially the neighbours.

This was the first grand celebration event organized by the Society. The solemn yet joyous spectacle created huge excitement in the community.

 

On the financial side, the interest rate for the mortgage of $40,000 for the purchase of No. 48 property was 21%! The Treasurer at the time, Dr. Leng Tan, was very concerned about the cash flow of the Society. However, she found that there was often unused cash in the bank account, so she used it to pay more off the loan. After only 2 years, in late 1987, the mortgage had been paid off totally. It was later discovered that parents using the child care service had to provide a 4-week holding deposit in advance as bond, enabling the Society to have a healthy cashflow.

With the purchase of the Campsie Child Care Centre, the Family Day Care office was moved to the Centre’s upstairs. The Service was well acknowledged by the federal department. The original three-year funding for 1983 to 1985 was extended.

The efforts of the Board of Directors and volunteers, their exceptional work performance, together with their genuine connections with the grassroots, had earned them approval from the government and the community. As their reputation grew, many community groups sought help from the Society with settlement and other daily issues.

There was a large influx of immigrants from Hong Kong and students from China at the time. They were not familiar with the local way of life – finding schools, seeking medical treatments, understanding the health system and seeking employment, etc. They needed assistance from the community for addressing their settlement needs.

With the founding aim of the Society at heart, Henry and the directors wanted to help all those in need. They provided assistance voluntarily in their spare time to all those who came to seek help.

The Society explored if the government would provide funding for settlement services. Unfortunately, funding for such services had already been allocated to other Chinese organizations. The Society’s funding applications in the subsequent years had not been successful.

During a chat with friends from the community, Henry realized there was another increasing need of the Chinese community – welfare service for the elderly.

🤔How would the Society expand the scope of services apart from child care services? Stay tuned for the next article!

#014 Renovation at Campsie Child Care Centre

#014 Renovation at Campsie Child Care Centre

Childcare is an important service widely needed by families. The founding aim of our Society was to provide such service to the community. When there is a will, there is a way! The fete held on 7 December 1985 at Campsie Child Care Centre was a huge success. It managed to raise enough funds for the 10% deposit and legal fees for the purchase of the No 48 property.

There was another exciting news at the same time: The then Treasurer, Dr Leng Tan, managed to find a bank who was willing to provide a loan. However, using the excuse that our Society ‘lacked experience in child care business” and ‘unstable business’ the bank raised the interest rate to 21%, which was 4% above the market rate!

The enrolment at the Centre improved strongly and became stable. The purchase of the property was also complete. The Board of Directors of our Society could finally settle down and focus on the development of the child Care Centre.

When the kindergarten was handed over by the private owner, the facilities were worn out and did not meet regulatory requirements. After receiving government funding in late 1985, the Board used half a year to renovate the Centre while it was still in operation. The ceilings of the classrooms were thickened; the normal glass window panels in the rooms were replaced by safety glass; new children’s toilets were installed; the administration office was refurbished; new floorings were installed; worn out car tyres in the children’s playground were cleared and the sandpit was fixed.

Many volunteers came to help after work. They helped to move the furniture around and took up the painting work. Their involvement helped to lower the cost of the renovation.

Realizing the high demand for child care services, the Society considered expanding its services to include care for children from birth to 2 years. In mid-1986, the Centre received government funding to build an additional room to provide care for children under 2.

To implement multiculturalism, the Centre added Chinese and Korean in its teaching activities. They celebrated cultural festivals and taught children traditional craft such as lantern making and dragon dance during cultural celebrations. Excursions were also organized for children to visit community facilities such as fire stations.

There was also a high demand for Before and After School care. Around 40 school aged children from the two nearby schools, Campsie Public School and Harcourt Public School, used the service. Schools at that time seldom provided the service. As the Centre did not have the financial resources to purchase a bus, the children and their educators had to walk together to and from school, rain or shine. It was certainly trying for all, but the service was in high demand.

In the early morning when most of the Centre’s children had not come, the students and the young children could share the playground. However, in the afternoon, when both the afterschool care children and child care children were around, they could not share the playground. Activities for the afterschool care children were held in two rooms upstairs.

With the joint effort of the Directors and volunteers, renovations were carried out at a minimum cost. They gradually transformed the worn-out facility into a child Care Centre trusted by families in the community.

🤔There was finally a glimmer of hope for our Society! What would be the next development? Stay tuned for the next article!

#013 Holding a fete to raise funds

#013 Holding a fete to raise funds

With the abolition of the White Australia Policy in the early 1970s, Australia began to implement the Multiculturalism Policy. The founding of CASS was made possible by a group of passionate people contributing their efforts to meet the social needs of the community. They raised concerns about issues affecting the rights and benefits of the community. As such, they had close ties and constant communication with the community.

Multiculturalism was often met with resistance. In March 1984, a famous Australian historian Professor Geoffrey Blainey had repeatedly expressed his opposition to multicultural policy at important meetings, voicing his concerns that it would damage the country and affect the benefits of majority Australians. John Howard, who was a federal member of parliament at the time and later became Prime Minister, openly supported the views of Professor Blainey and fortified anti-Asian remarks.

Facing political development that would affect the rights and equity of the Asian communities, the Board of our Society believed there was a need to raise awareness and concerns in the community and respond. In March 1985, the Board held a seminar at the Campsie Child Care Centre to discuss the viewpoints of Professor Blainey and Mr. Howard and explore the reasons of their concerns and impacts. Over 20 community members attended the seminar, and a record of the discussion was submitted to relevant government departments.

On the other hand, things began to settle down after the Union visit in August 1985. The Board of our Society began its work to solve the financial target of raising $40,000 for the purchase of No. 48 property.

There was suggestion to hold a fete to raise funds. Board members leapt into action. They started promoting the activity in earnest: printing flyers, placing advertisements in newspapers, promoting them on 2EA radio, and volunteers distributing flyers in the streets.

The community responded well in donating goods for garage sale. After learning that the fete was to raise funds for the child care centre, community members and members of the Society showed their interest in the future of the next generation. They were enthusiastic about donating toys, clothes and reusable household items. Some even donated whole boxes of goods. Many others joined as volunteers to help in the work of organising the fete.

On Saturday 7 December, the fete was held at the child care centre. Life was simple and frugal at the time. When people heard there were goods to be sold cheaply, residents from the neighborhood came to have a look.

The day was filled with crowds and multiculturalism was showcased. People crowded in front of the stores selling secondhand clothes, sundries and toys. The food stalls were the most popular. From homemade Asian delicacies to Australian barbeque sausages and ice-cream, people were lining in queues. Families also enjoyed children’s crafts, games and lucky draw.

Witnessing the joyous atmosphere and the success of the fete, people in the neighborhood were impressed by the capability of the Society and its connection with the community.

The sale of secondhand clothing, sundries, toys, food and raffles delivered good results. After a hard day’s work, the organizers realized that over $4,000 was raised. It managed to raise enough funds to pay for the 10% deposit and the legal fees connected with the purchase of the No. 48 property. It was one of the most successful fundraising activities in the history of CASS.

🤔Was this a turning point in the development of the Society? There’s more to share in the next article.

#012 The Union’s visit

#012 The Union’s visit

The Union plays an important role in the relationship between employer and employee. An organization employing staff needs to understand various relevant legislations, or else it will land itself in trouble. During the initial period of its operation, Campsie Child Care Centre experienced trouble after a visit by a Union official.

In the middle of 1985 when the Society thought everything was settling down at Campsie Child Care Centre, the Centre Director received a phone call unexpectedly from an official of the Union one day, saying they would be paying a visit to the Centre two days later.

The Centre Director immediately informed Board Members. Knowing that the Union was not easy to handle, the Board naively turned down the request of the Union to avoid contact with them. The reason they gave was ‘it was not convenient to receive them during office hours.’

Two days later, a Union official presented herself at the Centre at the scheduled time. She talked with some staff members and requested to inspect the daily staff attendance records.

The visit was a consequence of complaints lodged by two staff members who were Union members. They complained to the Union that the Society was breaching regulations as they were not paid correctly.

After checking the staff’s sign-in attendance sheets, the Union official said, “In the last 7 to 8 months, these 2 staff members started their work at 6:15am. This proves that they have been asked to start work early. According to the industry Award, work before 6:30am is considered shift work. The staff members should be paid penalty rates.”

Board members were shocked. It was the staff members who requested to come early as the Centre opened at 6:30am, they said they would start work 15 minutes earlier to prepare the place, and they would leave earlier. Board members thought the 2 staff members very thoughtful and responsible, never realizing it was a ploy!

Based on the calculation, back paying the 6 months with penalty rate would amount to $10,000 per worker. This would be an additional burden on the newly operating Centre with limited financial resources.

The Union’s attitude was very firm. The inexperienced directors immediately sought assistance from volunteer solicitor, Vivienne Abraham. After listening to the situation, she pointed out that the Society had made a huge mistake. According to the Australian labour legislation, the Union has the right to inspect a workplace and talk to employees after giving notice. Following the receipt of notice, the employer cannot turn down their request, and neither can they fight against the Union.

Vivienne helped to negotiate with the Union. In the end, the Society had to pay about $4,000 to each staff member. She also advised the Board of Directors that they could not penalize the 2 staff members afterwards.

The 2 staff members resigned soon after the episode. The Society had learnt a big lesson from the episode.

First, one cannot ignore the power of the Union. In Australia, many workers in the child care, nursing and teaching industries join the Union. The Union has legal supervising power. After the episode, the Society would cooperate and meet with the Union’s request whenever they receive notice of visits.

Secondly, each industry has its own Award. Employers must follow the Award in terms of working hours, breaks and pay.

After the “Union incident”, the Society has learnt how to sail forward smoothly in line with employment legislation.

🤔Did the Society face further difficulties? Stay tuned for the next article!