Contacting a new NDIS provider can feel like a big step. You may have spent hours researching your options and still be wondering: what happens next, what will it be like, and will they understand me?
At Lanara, we know it can take courage to make that first call or send that first email. You are not just looking for a service. You are looking for people you can trust. So we have kept our process simple, open and centred on you.
Lanara is a family-owned provider in Sydney. Every one of our support workers holds a university degree in psychology or a related discipline and has completed mental health and trauma-informed training. This guide walks you through what happens when you start with us, from the first conversation to ongoing support.
Step 1: The Initial Conversation – A No-Pressure Introduction
Getting in touch should never feel like a sales call. When you contact Lanara by phone, email or our website, we aim to respond within one business day. The first conversation is relaxed and there is no obligation. It is a chance for us to get to know each other.
Mostly, we listen. What are you looking for in a provider? What are your goals and challenges? What has worked for you before, and what hasn’t? Share as much or as little as you like. We will also answer your questions about us, how we work, and the NDIS in general.
We will be honest about whether we are the right fit. If another provider would suit your goals better, we will tell you.
By the end of the conversation, you should know who we are, how we work and what happens next, with no pressure to commit.
Step 2: Understanding Your Needs – A Comprehensive Discovery Process
If you decide Lanara is right for you, the next step is getting to know your needs, preferences and goals in more detail, so we can plan your support together.
We usually arrange a meeting for this, at your home, another place you choose, or by video call. You are welcome to invite people from your support network, such as a family member, a friend or your support coordinator. We talk through the goals in your NDIS plan and how we can help you work towards them.
We will ask about your strengths and what you enjoy, where you most want support, and how you like things done. For example, if your goal is to “increase your community participation”, we will ask what interests you. A pottery class? A walking group? Volunteering at an animal shelter? Then we work out the practical steps and how much support you might need.
We also cover the practical side: how much support your plan includes, which days and times suit you, and which tasks you want help with. We will be open about how your NDIS funding can be used for our support and work with you on a schedule that fits your plan and your goals.
We then brief your support worker on your needs, preferences, routines and goals, so they arrive on the first day knowing how you like things done and what matters to you.
Step 3: Finding Your Perfect Match – How We Pair You with a Support Worker
The relationship between you and your support worker matters a great deal. A good match builds trust and makes support something you look forward to. A poor match can add stress. So we take care over matching, rather than just sending whoever is available.
We use what we learned in steps 1 and 2. As well as your practical needs, we consider your personality, interests, communication style and goals, and look for a support worker who suits you as a person.
For example, if you are quiet and working on social confidence, we would look for someone calm and patient. If you want to get more active in the community, we would look for someone energetic and encouraging. All our support workers have completed trauma-informed training, and if you are working through the effects of past trauma, we take that into account in the match.
You have a say in who supports you. Once your intake form and service agreement are done, we brief a support worker who suits you and send you, or your support coordinator, their profile. Finding the right match usually takes between three days and two weeks. When you are happy to go ahead, we arrange a meet-and-greet. This is your first session, at least two hours long and paid like any other, and you choose how to spend it: some people use it to get to know their worker, others get straight into an activity.
If it feels right, regular sessions start from there. If it doesn’t, that is fine. Tell us why, and we will use that to look for a better match. We would rather take a little longer to get it right than rush into a relationship that doesn’t suit you.
Step 4: The First 30 Days – Building a Strong Foundation
The first month is when trust and routines are built, and when we find out whether the arrangements work in real life. Our focus is on making the start as smooth and comfortable as possible.
In the first few sessions, your support worker’s priority is getting to know you and your routines. They will already have been briefed, and they will adapt to how you are on the day. You will both be learning: they will pick up how you like your coffee, which way you like to walk to the shops, and when you have the most energy, and you will get used to having them around.
Please tell your support worker if you would like something done differently. They will listen and adjust, and they will check in with you about how things are going.
After your first session, our management team calls both you and your support worker to check it went well, so small issues can be sorted out before they grow.
We call again at 30 days for a more formal check-in. Is the schedule working? Is the support helping with your goals? Is there anything we could do better? Your needs may change, and your support should be able to change with them.
Step 5: Ongoing Partnership – Communication, Feedback, and Reviews
We see our relationship with you as long term, with support that changes as your life and goals change. It rests on three things: communication, feedback and regular reviews.
Communication: You can contact our team with questions, concerns or feedback, and we keep in touch with you and your support worker to make sure things are going well.
Feedback: We ask for feedback, not just accept it. We want to know what is working and what we could do better, and we want participants and support workers to feel comfortable telling us.
Reviews: Your support arrangements are not set in stone. We review them with you regularly to look at progress towards your goals, celebrate what you have achieved, and change what needs changing. When your NDIS plan reassessment is coming up, we can, with your consent, give you and your support coordinator a summary of the support we have provided.
We are a family-owned team, and we care about how things go for you over the long term, not just about filling shifts.
Frequently Asked Questions (FAQ)
Q: Do I need an NDIS plan to use Lanara’s services?
A: No. Many of our clients are NDIS participants, but we also offer privately funded support for people who don’t have a plan or prefer to pay privately. If you are an NDIS participant, we can only support you if your plan is self-managed or plan-managed. We cannot accept NDIA-managed (agency-managed) funding.
Q: What happens if my regular support worker is sick or goes on holiday?
A: We aim for you to have a regular support worker, but people do get sick and take holidays. When that happens, another member of our team can step in, and all of them hold a degree in psychology or a related discipline. We let you know in advance about planned leave, and we work with you to find a replacement you are comfortable with. Wherever we can, we will tell you before someone new comes to your door.
Q: How do you handle disagreements or complaints?
A: We take all feedback, including complaints, seriously. Contact our team and we will listen to your concerns and work with you to resolve them fairly. We acknowledge every complaint within two business days, and most are resolved within 30 days. Our Feedback and Complaints page explains the full process. You can also raise a concern at any time with the NDIS Quality and Safeguards Commission, which receives and responds to issues about NDIS providers and workers.
Q: How much involvement do I have in the day-to-day activities?
A: As much as you want. We work in a person-centred way, which means you lead. Your support worker works with you, not for you, and you are involved in everything from planning your week to deciding how to approach a task. Building your independence starts with you having choice and control over your own support.