NDIS information, made clearer
Frequently Asked Questions
Find straightforward answers about getting started, SIL and accommodation, service agreements, participant rights and working with HelpAlong.
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Answers to common questions about HelpAlong services, referrals and NDIS support.
4 questions
Getting started and referrals
What to prepare, how referrals work and what happens after you contact us.
How do I refer a participant?
Use the online referral form or contact our intake team. Provide the participant’s goals, preferred support, location, expected start date and communication or accessibility requirements.
What areas does HelpAlong service?
HelpAlong supports participants across South-East Queensland and selected regional areas, including Brisbane, Moreton Bay, Logan, Ipswich, Gympie, the Sunshine Coast, Toowoomba and the Gold Coast. Capacity varies, so contact intake to confirm your suburb.
What happens after I contact HelpAlong?
Our intake team clarifies the support, goals, location, timing, communication and accessibility needs. With consent, we gather only the information needed to assess registration scope, suitability, risk, workforce and capacity. If HelpAlong can proceed, we explain the proposed service, pricing, agreement and transition steps before you decide.
What information should I have ready for intake?
It helps to have the participant’s NDIS plan or relevant goals, location, preferred days and times, communication needs, risks, accessibility requirements and intended start date.
5 questions
SIL and home and living
Vacancies, housemate choice, ordinary living costs and the difference between SIL and SDA.
Can I change my support provider without moving house?
It depends on the housing, tenancy and support arrangements. Current SIL standards emphasise participant choice, conflict management and housing stability. Ask for both agreements, clarify who controls the home and support, and consider independent advocacy or tenancy advice before making a change.
Can I choose who I live with in SIL?
Your preferences about housemates, household routines and compatibility should be actively sought and respected. A provider should explain its compatibility process, let you ask questions and provide meaningful opportunities to meet and consider the household before deciding.
Can I enquire about a SIL vacancy without committing?
Yes. An initial enquiry helps our team understand preferences, compatibility, support needs and funding. A tour or further discussion does not create an obligation to proceed.
Does SIL funding pay rent, groceries and utilities?
SIL funding generally relates to support, not ordinary living costs such as rent, groceries, utilities or personal expenses. Ask for a written breakdown of support charges, housing costs and household contributions before agreeing.
What is the difference between SIL and SDA?
SIL generally funds support with daily tasks in the home. SDA is eligible specialist housing and relates to the dwelling, not the daily support. A person may have one, both or neither. Funding and eligibility are individual NDIS decisions.
2 questions
Agreements, pricing and service choices
Clear information about prices, service agreements and making changes to your support.
How are NDIS support prices agreed?
The service agreement should state the price and any applicable travel, cancellation or other claimable costs. Prices must follow current NDIS rules where price limits apply. Proposed changes to an existing agreement should be discussed and agreed in line with the agreement and current rules.
What if I need to change my service agreement?
Contact HelpAlong to discuss the change. We will consider goals, safety, funding, timing and workforce capacity and document any agreed variation. You can ask questions, suggest different terms and seek support before agreeing.
6 questions
Rights, safety and practical help
Advocacy, accessible information, complaints, safety, after-hours help and careers.
Can an advocate or interpreter join my meetings?
Yes. You can ask to involve an advocate, interpreter, family member, nominee or trusted person. Tell HelpAlong what communication support you need when arranging the meeting.
Can I make a complaint anonymously?
Yes. You may provide anonymous feedback or a complaint. You can also ask an advocate, family member or support person to assist you.
Can you provide information in another format?
Yes. Contact us to request Easy Read information, interpreter support or another accessible communication format.
Do you provide after-hours support?
HelpAlong has an after-hours contact number for current service arrangements. In an immediate emergency, call 000.
How do I apply for a job?
Review current opportunities and submit an application through the careers section. You must have the right to work in Australia and meet role-specific screening and qualification requirements.
What should I do if someone is in immediate danger?
Call 000 for urgent police, fire or ambulance help. Once immediate safety is addressed, tell HelpAlong about any incident involving its supports and consider contacting the NDIS Quality and Safeguards Commission.
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Still have a question?
Speak with HelpAlong for clear information about services, referrals, accommodation or current capacity. An enquiry does not commit you to using a service.