FAQ

Hallmark Integrated Health is a dedicated provider of NDIS services. Our services include:

  • Occupational Therapy
  • Social Work
  • Counselling
  • Development Education
  • Music and Art Therapy
  • Therapy Dogs
  • Positive Behaviour Support
  • Allied Health Assistance
  • Employment-related Assessment and Counselling
  • School Leaver Employment Support
  • Functional Capacity Assessments

Depending on your own needs, our services can help you with everyday living, independence, supported independence, development, mental health, behaviour, mobility and access. We can show how exercise can benefit your overall health and wellbeing, and function. We can help determine what technology, equipment or aids might be appropriate or how to modify your home. We can also support you to establish your best pathway to employment and set you up for job success.

All of the services that we provide to you are delivered by highly qualified practitioners who are focused on great service and the best possible outcomes to reach your goals.

It is easy to request a service from us. You can:

No matter how you choose to get in touch with us, we will review your request and get back to you within 24 hours on the next working day to get underway.

We offer Telehealth online across Australia and in Victoria we are mostly a mobile service, with a large team of practitioners attending people’s homes in Gippsland and South - East Melbourne to deliver occupational therapy, social work, nutrition - dietetics, life skills coaching, psychological counselling, Positive Behaviour Support and vocational-related services with NDIS participants. We also have clinics in Victoria. This means that you can choose whether to attend one of our local clinics, or have our team member come to your home.

Our clinics are located in:

  • Bairnsdale
  • Lakes Entrance
  • Online - Telehealth
  • Traralgon
  • Hallam.

Depending on current demand, there can be a waiting period in some locations for some services.

Every week, we review practitioner availability to provide our participants and other key partners with the most up to date information. If you would like to check the availability of a service or program in your specific location, please contact our administration custodians on 0417418 782.

Behaviour Support Practitioners are trained in behaviour support strategies. They start with a functional behaviour assessment of your needs and use that to prepare a behaviour support plan, in consultation with you and your family or formal support people.

The plan is aimed at making difficult behaviour unnecessary by removing the things that trigger, encourage or reward that behaviour. It will also teach you alternative and more appropriate behaviour to replace the difficult behaviour.

Ultimately, the plan helps you to achieve your goals, whether that’s improved communication and social skills, safe methods of response to unsafe behaviours, or stress and anger management.

A Functional Capacity Assessment - FCA (sometimes referred to as a Functional Capacity Evaluation) is a comprehensive assessment of your function, capacity and needs. Its purpose is to make sure you have the right level of support, the most appropriate environments, suitable Assistive Technology, and funding to achieve your goals and needs.

Hallmark Integrated Health practitioners are trained to conduct objective assessments, using standardised measures where required. We take into account your function, support and daily living, vocational and community abilities, and goals and aspirations.

Functional Capacity Assessments (FCA) include:

  • interviews, 
  • formal assessment questionnaires, 
  • three to four observation sessions, 
  • review of past reports
  • liaison with treating doctors or specialists
  • combined face-to-face and telehealth components, 
  • communication with involved parties (to ensure consent) and
  • a detailed FCA report that is provided to both you the participant, and the NDIA. 

The process assists with decision making for the type and level of funding and supports under an NDIS plan.

We know that it is often easier to talk to someone to explain your needs or ask questions. That’s what our custodians are all about. Our administration custodians are a team of friendly customer service officers who are here to help you get the support you need from HIH.

They can help you make a request for our service. They can let you know about local practitioners and services in your area. They can answer your questions about costs, waiting times or what to expect. The team is available from 9am to 5pm Monday to Friday. You can call the team on 0417 418 782  or request a call back at a time that is convenient to you or send them an email at Contact.

Yes. We understand that making the right match between you and your allied health team is vital, and we take great care to ensure your practitioner is able to support you.

Our onboarding team is also available to help you get to know our practitioners and make a good match. There are lots of things that our assistants will take into consideration on your behalf: location and availability, experience, skills and areas of specialty. They will also explore other factors that will help to make a great match: What about your favourite sports? Common interests and hobbies? Community connections? Please contact our head office on 0417 418 782 to learn more.

Most of our team have experience working with children and teenagers, their families and support workers, across their home, school and community environments. We align our approach to the OT Australia Guide to good practice - Working with Children. For more information on our approach to working with younger children and our services, refer to the NDIS Early support information.

We charge our services at the NDIS gazetted rate. We will ensure all costs associated with Hallmark Integrated Health services are discussed with you and any other support parties, with a formal agreement collaboratively developed and signed. You will be provided our “Fees and Funding” brochure for further information.

If we are required to travel to provide services to you, then travel is charged as per NDIS guidelines.

There are 3 zones:

  • Zone 1-3: maximum of 60 minutes return
  • Zone 4-5: maximum of 120 minutes return
  • Zone 6-7: Pre-approved amount

You are able to check which zone you are in and get a better understanding of travel costs prior to proceeding and we will ensure that you are aware of any travel costs before undertaking the service.

To minimise travel costs and provide easy and fast access to services, we can also provide services via Telehealth or video conferencing if appropriate and preferred.

We are predominantly a mobile service, with a team of allied health professionals attending people’s homes to deliver services. We also have clinics in Melbourne and Gippsland regional areas. This means that you can choose whether to attend one of our local clinics, or have our team member come to your home.

If you choose to attend one of our clinics, there will be no travel cost charged to you. If our practitioner is coming to your home, you will be charged the actual travel cost. This means we will:

  •  Match you to a local allied health team member, with appropriate skills and experience for your condition / needs, who will charge for travel in line with the MMM zone you are based in
  •  Discuss the travel charges with you at any time and outline them in your Service Delivery Agreement
  •  Split travel costs where we can, by providing therapy to other people who live in the same area as you either before or after your therapy session
  •  Talk to you about how you can save on travel costs and 
  •  Answer any other questions you may have.

The aim of these steps is to provide you with greater choice and control in how, when, and where you receive your services.

Yes. Our team is mobile and can provide the service you need, face to face, either at your home, in the community, or at our local office.

If we are visiting your home, we may ask some questions before arrival. For instance, we may check parking and access, or whether there are pets in the home (which we may ask to be restrained for our arrival). This is so that we can access your home safely and get underway with providing the service that you need.

Yes. To ensure that you get the service you need, when you need it, there may be instances when it is appropriate and preferable to receive your services via telehealth or video conference.

We use Google Meet as our primary video technology platforms as they are easy to use and accessible. Our clinician will simply send a link to your email account for the agreed meeting time and then conduct our meeting over video.

We are there to support you if you need help in getting set up, and we can complement telehealth or video conferencing with face to face services to customise your program to your individual needs.

We want to know whether our services have supported you to achieve your goals, or whether there are improvements that we could make.

We encourage your feedback, compliments and complaints. There are a number of ways that you can get in touch with us to provide this feedback or make a complaint:

  • You can call our team leader on 0458 772 257

  • You can send us an email via Contact Us

If you have contacted us to make a complaint or to offer a better way for us to support you, we will listen to you. We will take action to remedy the situation to your satisfaction and work towards making our services better for all those who we support.

If you have any issues with Ability Action Australia and feel like your problem is not being fixed or would like to speak to an independent third party, please contact the NDIS Quality and Safeguards Commission (NDIS Commission) on 1800 035 544 or visit www.ndiscommission.gov.au/about/contact

The National Disability Insurance Scheme (NDIS) is a system designed to give security and dignity to people with permanent and significant disability. Its intention is to support people with disabilities to have greater control and more fulfilling lives.

The NDIS provides funding to an estimated 500,000 Australians who have a permanent and significant disability so they can receive the disability support they need. The NDIS can also provide information and connections to support services in your local area (doctors and health professionals, support and social groups, and community services, for instance) as well as information about support provided by state and territory governments.

Learn more about the NDIS here.

The NDIS is available for people with disability between the ages of 7 and 65 who live in Australia and are either Australian citizens or have a Permanent or Special Category Visa. If you require special equipment or support because of disability (now or in the future), you may be eligible for the NDIS.

Children aged under 7 years who have a developmental delay or disability may also be eligible for support through the NDIS Early Childhood Early Intervention (ECEI) approach. The ECEI approach supports families to help children develop the skills they need to take part in daily activities and achieve the best possible outcomes throughout their life.

The best way to assess your eligibility for the scheme is to review these NDIS eligibility questions.

You can also talk to our admin team to find out more. 

If you meet the eligibility criteria, you can then complete an Access Request Form to request to become an NDIS participant.

An NDIS plan is unique to you. It outlines your goals (both now and longer term) and helps to identify the reasonable and necessary supports that will help you reach those goals. There is lots of information available online for how the planning process works.

There is also help available to create your plan. Depending on your needs, you may need the help of an Early Childhood Early Intervention (ECEI) Coordinator, a Local Area Coordinator (LAC) or a Support Coordinator.
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