Overview
UnitingCare QLD is funded by the QLD government to deliver low intensity supports to assist you to live independently and decrease isolation through the Queensland Community Support Scheme (QCSS). The QCSS may be of assistance to you if you are affected by circumstances that impact your ability to live independently at home or engage with your local community.
The intended outcome for people being supported through the QCSS is to:
- improved capacity to self-manage and live as independently and safely as possible in their homes
- reduce social isolation through increased opportunities for active and independent participation in their community
- supported engagement with formal and informal supports and/or services in their local community to meet long term and emergent needs
Full details of the Scheme are available from the QLD Government website.
Types of Support
The QCSS can help you get out and about in your community, including:
- shopping, banks or post office
- recreational activities such as local social groups or the library
- finding and linking to other supports, services or activities in the community to increase your independence and connection to your community.
It can also help you at home with things like:
- planning and preparing meals
- household chores
- personal care, such as showering and dressing
- essential yard maintenance to ensure safety in access and mobility around the external environment of the home
Eligibility and Referral
QCSS supports are available to people who:
- are aged 0 – 64 years, or an Aboriginal and Torres Strait Islander person aged 0 – 49 years
- do not meet NDIS eligibility criteria
- need assistance with retaining their independence without support, and are not eligible to access similar supports through other means
- live in the community (not in or leaving institutional care facilities)
All new applicants must contact the QCSS Access Point to be assessed for eligibility before a referral can be made.
You can contact them via:
Phone: 1800 600 300 or (07) 3028 9360
Online: www.serviceavailabilityregister.com.au
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How much support will I receive, and how often?
To ensure the most benefit can be delivered to the most people, the amount of support you will receive will depend on your individual circumstances. Most participants are receiving between 1 and 3 hours per week, for a variety of supports, delivered over 1 or 2 engagements. Maximum allocations are 5 hours per week, or 65 hours per quarter.
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How long will you support me for?
The QCSS is intended to be a time-limited support that helps participants regain or maintain their independence and reduce isolation. Support is generally delivered over an initial six-month engagement period after which there will be a support plan review to determine what progress has been made towards independence and related goals. If necessary, support can be extended for subsequent engagements of up to six-months.
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What time can I expect to receive service?
We deliver support during standard business hours (8am – 5pm) Monday through Friday. We do not provide support on public holidays or weekends.
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Will I have the same support worker each engagement?
While the program will always aim to keep your support consistent and to connect you with a primary support worker, it is occasionally necessary to utilise other workers and subcontractors to deliver service.
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Do all participants get the same level of support?
As a QCSS service provider we are limited in the number of hours we can deliver within the regions we are funded for and are required to allocate support based on factors such as need, risk, and resourcing. As such, every person we support will receive service types and hours based on their individual circumstances. Support can only be provided to the eligible QCSS client, it cannot be used to provide assistance to family members or other residents of the home.
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Who can I contact with feedback or concerns?
Every participant will have access to a Team Leader who will be able to handle complaints, feedback, or concerns about the service being delivered. You should receive their contact information during the onboarding process. You can also contact our general inquiry phone number on 1300 774 594, or email us at QCSS@uccommunity.org.au
You can also contact us via our website.
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What happens when I need to cancel or change the time of my support?
Contact your relevant Team Leader or the office on 1300 774 594 to inform of the change. Rescheduling support times is possible under some circumstances if staff availability allows for it. We require notification of cancellations come with at least 24 hours' notice.
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Who do I speak to if I feel like I need more, less, or different service?
All clients can request to have their support plan reviewed at any time, and this can be done by contacting your Team Leader or the office.
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What does “domestic assistance” consist of?
As the intention of the QCSS is to encourage and support independence, the expectation is that support workers will assist you to complete household chores rather than doing them on your behalf whenever possible. The scope of domestic support is limited to only light-touch tidying of the primary living spaces.
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Why do I have a support worker from a company different than UnitingCare?
UnitingCare QLD Ltd have partnered with several agencies to assist in delivering our QCSS service. They are held to the same obligations, standards, and expectations as internal staff. If you have any concerns about the service you are receiving from a sub-contractor please contact your Team Leader.
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Can I bank up my support hours for later use?
No, hours are allocated to the community rather than individuals. If you miss a service or put it on pause, those hours will be delivered to another community member to ensure the greatest number of people get the most benefit.
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Why has the number of hours of support I receive been reduced?
The QCSS is intended to be a time-limited support progressing towards greater independence or in pursuit of specific and relevant goals. This can mean that as your circumstances change, the level of service you receive can change to match. We are also responsible for ensuring service is delivered to those most critically in need, which occasionally requires reprioritising the support being delivered within a community.
Fees
QCSS Service Providers can charge a contribution fee to clients of the service to support high quality service delivery. To ensure all members of our community are able to access the services they need, we have endeavoured to keep this fee as low as possible, with a lower rate for those receiving a government pension.
Inability to pay will not disqualify you from receiving support, with a financial hardship option available to those who meet certain criteria (see Fee FAQ for more details).
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UnitingCare’s fee levels for QCSS as at November 2024 are as follows: |
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Pension |
$12.20 per week (charged as $24.40 each fortnight) |
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Waged |
$21.20 per week (charged as $42.40 each fortnight)v |
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Financial Hardship |
Temporary fee waiver. For more information see here |
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How do I pay the fee?
A member of our team will assist you to set up direct debit payments though EzDebit.
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How often will I be charged?
Your fee will be automatically charged to your listed payment method every two weeks, generally on a Wednesday.
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Who can I speak to if I have concerns or need support?
You can start by asking your Team Leader or calling the office on 1300 774 594. Depending on the nature of the concerns or issue they should be able to connect you with those best suited to get a resolution.
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Will I be charged more if I get more support?
No, the same flat rate fee is charged to all service users regardless of the type of support and number of hours.
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Will I be charged if my support is cancelled?
You may still be charged the fee if cancellations are made with inadequate notice.
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How do I apply for a waiver due to financial hardship?
The first step is to speak with your Team Leader about what options are available to you. From there they can assist in completing the needed documentation and guide you through the waiver application process.
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If I am unable to pay to fee, will I still be able to get service?
No one will miss out on support due to an inability to pay. If you are worried the fee will have an outsized impact, you can apply for a waiver due to financial hardship. Your Team Leader can help you make the application.
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I am not being charged a fee, why not?
Service users who have been with us since BlueCare was delivering the service may remember a fee being charged at the time. This was put on hold while the program was transferred to its current home in our Family and Disability Services stream, from late 2023. The fee is currently being reintroduced from December 2024 {by geographic region / at each regular six-monthly support plan review}. If your Team Leader has not yet discussed the fee with you, there is no need to worry or make any payment until they do.