Austin Care Group
About Austin Care Group
Austin Care Group is an NDIS provider based in Point Cook, Victoria, serving participants across Greater Melbourne and surrounding areas (100 km service radius). The team focuses on Support Coordination — including Specialist Support Coordination — and Complex Care for participants with high-intensity medical, physical or behavioural needs, including urgent placements and hospital discharges.
Their work covers helping participants understand their plans and funding, finding providers aligned with goals, tracking progress and reporting against plan outcomes, implementing supports and preparing for NDIA planning meetings, working alongside plan managers, and capacity-building so participants can make their own choices over time. Bilingual coordination is available, and the team works across rural and remote areas.
Austin Care Group has immediate availability for new referrals and emphasises fast onboarding, clear communication, and consistent service delivery. Telehealth is available for selected services. Director of coordination Abdisalam Hashi is the primary contact for new referrals.
How Austin Care Group supports participants
Breaking down your plan, funding categories and options without the jargon, so you understand what you can use and how.
Connecting you with providers that fit your goals and values — therapies, services, community activities and housing options.
Monitoring progress against plan goals and preparing the evidence you'll need at your next NDIA review meeting.
Making sure your plan is actioned properly — coordinating service agreements with providers and sequencing supports as your plan rolls out.
Working alongside your plan manager (or helping you find one) so funding is used effectively across your plan period.
Capacity-building work to grow your independence, with the goal of you running more of your own plan over time.
Compassionate, culturally-aware and local
Austin Care Group's coordinators communicate in the way that works best for each participant. Bilingual coordination is available, and the team works across diverse cultural backgrounds with cultural sensitivity built into how supports are delivered.
Services Austin Care Group provides
- Support coordination (Level 2)
- Specialist support coordination (Level 3)
- Complex care
- Urgent placements & hospital-discharge coordination
- Bilingual coordination
- Telehealth (some services)
Understanding support coordination under the NDIS
A support coordinator helps NDIS participants implement their plans by connecting them with the right services and supports. Their day-to-day work involves researching providers, coordinating appointments, helping resolve service issues, and building the participant's capacity to manage their own supports over time.
Under the NDIS, support coordination comes in three levels. Level 1 (Support Connection, $80.06/hr) helps participants connect with informal, community-based, and funded supports. Level 2 (Coordination of Supports, $100.14/hr) involves more hands-on plan coordination including crisis resolution and working with multiple providers. Level 3 (Specialist Support Coordination, $132.83/hr) is for participants with complex situations — this includes managing risks, addressing barriers to service delivery, and navigating the interface between NDIS and mainstream services like health and justice. Austin Care Group works across Levels 2 and 3, including hospital-discharge coordination.
Most support coordinators meet with participants at least monthly, though this varies based on the complexity of the plan and the participant's needs. Some participants need weekly contact during transition periods, while others with stable arrangements might only need quarterly check-ins.
When choosing a support coordinator, look for someone with strong local knowledge of providers in your area, a clear communication style, and a willingness to advocate on your behalf. A good coordinator should be responsive — if you can't reach them within a business day, that's a red flag. They should also be proactive about upcoming plan reviews and help you prepare evidence of how your supports are working.
Support coordination is funded under Capacity Building (CB Choice and Control) in your NDIS plan. The funding is finite and time-limited, so it's worth discussing with your coordinator how they'll use the allocated hours across your plan period.
What to ask before choosing an NDIS provider
Before signing a service agreement with any NDIS provider, including Austin Care Group, it’s worth having a conversation about a few key things. What are the hourly rates, including loadings for evenings, weekends and public holidays? What cancellation fees apply, and what notice period do they require? Who will your regular support worker or practitioner be, and what happens if they’re sick or on leave? How does the provider handle complaints? These questions are standard — any reputable provider will have clear answers.
Austin Care Group is registered with the NDIS Quality and Safeguards Commission (view official Commission listing), with 14 approved registration groups: Therapeutic Supports, Support Coordination, Community Nursing Care, Home Modification, Innovative Community Participation, Group/Centre Activities, Household Tasks, Daily Tasks/Shared Living, Development-Life Skills, Participate Community, Assist Access/Maintain Employment, Assist-Travel/Transport, Assist-Life Stage Transition, and Assist-Personal Activities. Their period of registration is in force until 28 July 2028. Being Commission-registered means they're bound by the NDIS Code of Conduct, must meet service standards audited by approved quality auditors, and can serve Agency-managed, plan-managed, and self-managed participants alike — Agency-managed participants are restricted to registered providers, so this matters most for that cohort.
It’s also worth understanding your service agreement before you sign it. The agreement should clearly state the supports being delivered, the price per hour or unit, any cancellation policy, how travel charges are handled, and how either party can end the agreement. Under the NDIS, you can usually change providers, subject to the notice and cancellation terms in your service agreement. If a provider’s service agreement doesn’t include a reasonable exit clause, that’s worth questioning.
If you’re unsure about any aspect of choosing a provider, your support coordinator or local area coordinator (LAC) can help. They can explain what to look for, accompany you to initial meetings, and assist with setting up service agreements that protect your interests. Keeping records of your interactions with providers — save invoices, note key conversations, and track whether the services delivered match what was agreed — will make plan reviews smoother and provide evidence if you ever need to raise a complaint.
NDIS supports in Western Melbourne
The Western Melbourne service district covers 62+ suburbs and hosts 802+ registered NDIS providers. Participants in this area typically access services in their local community, though many providers including Austin Care Group travel to clients at home. Travel charges under the NDIS are capped and must be agreed in your service agreement before work begins.
Most participants in Western Melbourne access a mix of services — commonly support worker, transport and community nursing. Whether you’re looking for ongoing support or need a specific assessment, comparing providers in your area is the best way to find the right fit for your goals and circumstances.
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