- Continue to deliver on our sole purpose
- Keep our customers as safe as possible
- Keep as many people employed as possible
Frequently Asked Questions
Because of the current COVID-19 pandemic, Multicap is adjusting services and operations to keep customers, team members and the community as safe as possible.
How are you keeping Multicap customers safe?
We’ve put in place a range of actions to reduce the risk to our customers, while continuing to deliver our services in line with Government requirements and restrictions.
What happens if a customer shows symptoms of COVID-19?
If we have a customer who shows symptoms, we will refer the customer to a medical professional and follow the direction provided by them, and will escort that customer to a medical service or COVID-19 testing site if required.
What happens if a team member shows symptoms of COVID-19?
Multicap team members have been instructed to not attend work if they are feeling unwell, and to self-isolate and get tested or seek medical advice if they are showing any symptoms related to COVID-19. They are required to provide a medical certificate and abide by all government regulations before returning to work if they are suspected of having COVID-19.
Is Multicap closing down or stopping services?
No. As a disability support provider, Multicap is considered by the government to be an Essential Service, and we have hundreds of people who rely on us for vital support every day. We are continuing to operate as normally as possible.
To make sure we keep people safe and to abide by government regulations, we will pause or amend the delivery of a few of our non-essential support services as required. Visit the Latest News and Updates section for more information.
What services are affected?
A few of our group-based activities and social support, and other services may be amended in line with current government advice and restrictions. You can find the latest information on changes to services on the Latest News and Updates page.
I’m a Multicap volunteer, should I turn up for my shift?
Unless otherwise directed, Multicap volunteers can attend our services but must abide by any health checks and measures in place as instructed by Multicap. Volunteers should contact their supervisor for more information.
My family member/friend lives in a Supported Independent Living (SIL) home, can I visit them?
There may be restrictions and requirements applicable to our accommodation services, including a restriction on permitted visitors, depending on the current state of community transmission and government directions. Please find more information on our Accommodation News and Updates page. As the situation can change rapidly, we advise anyone who wishes to visit a Multicap accommodation service to please call ahead and to follow directions of staff.
We are making individual arrangements with each person's family or decision maker as needed. We are also encouraging our residents and their support networks to stay in touch via phone and video calls.
Is this going to affect my NDIS plan, my plan budget and the services I receive?
For any questions regarding your NDIS plan, budget, or if you need to arrange a plan review, please contact your Support Coordinator if you have one. You can also call the NDIS on 1800 800 110, or find and call your nearest office. Please note that due to social (physical) distancing measures, the NDIS have reduced face-to-face meetings.
How can I explain what’s happening to my family member/friend?
This is a confusing and stressful time for everyone, and may be particularly distressing for some people living with disability. We’ve developed some great resources for customers which explains what’s happening and why it’s important to follow the government regulations: click here to visit our Support Resources page.
Got a question? Contact Multicap: [email protected]
Where can I get more information?
The following are links to external websites and resources:
- Queensland Health website
- New South Wales Heath website
- Department of Communities, Disability Services and Seniors: (Queensland Government) Information for people with disability and their support networks regarding the easing of restrictions in Queensland (Stage 1), including factsheets and FAQs.
- Department of Health advice for people with disability: (Australian Government) Information and resources to assist people with disability and their support networks, including fact sheets and videos in Auslan.
- NDIS Coronavirus information portal: Information on the latest updates and advice, accessible FAQs and guides, including any impacts and changes to funding, plans, services and supports.
- Department of Social Services portal: (Australian Government) Information and referrals including Easy Read guides and other resources for people with disability and their supporters
- NDIS Quality and Safeguards Commission: Information and resources for NDIS participants and providers to assist participants to get the support they need. Fact sheet: Coronavirus (COVID-19) - What NDIS participants can expect from their providers and support workers
- Disability Gateway: Australian Government service with information and services to help people with disability, their family, friends and carers, to find the support they need.
If you have health concerns, you can speak to someone directly by calling:
- Coronavirus hotline on 1800 020 080 (for interpreting services, please call 131 450)
- Queensland Health’s assistance line 13 HEALTH (13 43 25 84)
- Disability Information Helpline on 1800 643 787
- If it is an emergency - call 000.