The Client Experience with EverAbility

Welcome to EverAbility

We know that starting with a new service can feel exciting, overwhelming, and sometimes a little uncertain. Whether you are joining us for the first time or returning to access support again, we want you to know that you are welcome here.

For more than 100 years, we have supported people to live safely, independently, and confidently. Our team is here to listen, understand what matters most to you, and work alongside you to achieve your goals. We believe everyone deserves the opportunity to participate in their community, build meaningful connections, and live the life they choose.

About EverAbility

EverAbility Group brings together a family of trusted organisations that support people across Western Australia and Tasmania. Together, we provide support across every stage of life, with services tailored to each person’s diverse needs and goals.

VisAbility

VisAbility supports children, adults and older people living with low or no vision. There is a range of therapy and support services available for you and your vision specific needs. Supports are personalised, so we will talk with you about what matters most and help identify the services that best suit you. Services may include occupational therapy, speech pathology, orientation and mobility, low vision (orthoptics), exercise physiology, physiotherapy, social work, psychology and group and community programs. VisAbility also offers an accessible library, braille and audio transcription services and supplies a range of assistive technology and daily living aids through our Resource Centre.

Guide Dogs WA/ Tasmania

Guide Dogs WA/Tasmania provides life-changing assistance dog services that support independence, confidence and safety for people with disability. This includes Guide Dogs for people with vision impairment, Assistance Dogs, Companion Dogs and Facility Dogs. Some people also connect with Guide Dogs through volunteering and fundraising opportunities.

Kites Children’s Therapy

Kites Children’s Therapy provides early intervention and school-aged support for children living with disability or developmental challenges. Families may access services such as occupational therapy, speech pathology, physiotherapy, psychology, dietetics, social work, exercise physiology and dog-assisted therapy. The focus is on practical, family-centred support that helps children build skills, confidence and participation at home, in the community and in everyday routines.

You can find out more about each program on the EverAbility Group website.

Your Journey with Us

While every person’s experience is unique, most clients will follow a similar journey:

1. Getting to Know You

We take the time to understand you as a person, including your circumstances, strengths, goals, interests and support needs. We will also ask about any cultural practices, values or beliefs you might like us to be aware of, so we can provide support in a way that feels comfortable for you.

2. Planning Your Supports

As we get to know you and understand how your supports are being funded, we will work with you to establish a Service Agreement. This Agreement and accompanying service conditions will outline what you can expect about how your EverAbility services will be delivered, what EverAbility will expect from you, which services and how much support will be provided, and the cost of those supports.

3. Starting Services

When you first get started, we will work with you to create an Individual Service Plan. This is different from your Service Agreement. It is what guides your therapy and support team about where, when and how your services will happen and helps keep track of your goals and progress. We keep in touch regularly while your services are happening. We can also keep others informed of your progress if you wish.

4. Reviewing Progress

As your needs and goals change, we will regularly review your supports and adjust them together. You can let us know at any time if you want to make changes. Sometimes, we may need to update your Service Agreement or update your Service Plan. We will keep you informed and work with you to keep your services going.

Working Together

You are at the centre of your services – and we’re right here with you.

We are guided by EverAbility’s Code of Conduct which is underpinned by NDIS disability and Aged Care codes of conduct and other relevant quality standards. In practice, this means we will work with you in a way that is safe, respectful, inclusive, person-centred and focused on your goals so you can get the best out of your supports.

We ask that everyone involved help keep services safe and respectful by communicating openly, treating others with courtesy, and letting us know if something changes. We will protect your dignity and privacy, listen to your feedback, and support your right to make choices about your services. If at any time you have questions, feel unsure, need help understanding information, or need more time before making a decision, please let us know.

More detailed information about your individual rights, responsibilities, fees, and cancellations are included in your Service Agreement and service conditions.

Keeping your Information Safe

Your privacy is important to us.

We collect personal information only to support the delivery of safe and effective services. Information is stored securely and managed in accordance with privacy legislation and EverAbility policies. We will seek your consent before sharing information with new organisations or individuals unless required or where there is a safety concern. You have the right to access the information we keep about you. If you have questions about how your information is used, please ask us.

Your Safety and Wellbeing

Your safety is one of our highest priorities.

Our team members receive appropriate training and work within professional, clinical and organisational standards. We actively identify and manage risks, investigate incidents to help keep you safe and continuously improve our services. Where required, we will work with you to:

  • Identify risks.
  • Develop safety plans.
  • Plan for emergencies.
  • Respond appropriately if an incident occurs and keep you informed.

Please speak to us about any safety concerns. We may also speak with you if we are concerned about your safety, or that you may be at risk of harm. If a serious incident occurs, we may need to report it to external authorities where required by law or regulation.

Sharing Feedback or a Concern

Your feedback helps us improve.

We are committed to listening, responding respectfully and working towards fair outcomes. Whether you have a compliment, suggestion, concern or complaint, we encourage you to share it with us.

Feedback can be provided in a way that best suits your needs, including verbally, in writing, online, by email, in accessible formats, or anonymously. For more information or to share your feedback, some ways you can contact us are:

We also understand that sometimes you may want support from someone outside EverAbility. We can connect you with an independent advocate who can help you understand your rights, navigate complaints or concerns and make informed decisions. You can also find examples of independent advocates and external organisations that can help on our website, including how you can contact them.

Getting Information in a Way That Works for You

We are committed to making our services accessible to everyone and sharing information in a way that works best for you. We can support you with help from an interpreter, or to access information in another language. You can also ask about alternative and accessible formats including:

  • Large print
  • Audio
  • Braille

Staying Connected

You do not need to remember everything in this booklet.

The best place to start is the EverAbility Group website, where you can navigate to each services website where you will find more information about state-based programs and services, how to refer, news stories and upcoming events. You can also subscribe to each service eNewsletter for updates.

You are welcome to phone to speak to someone from our Client Experience Team.

  • Western Australia: (08) 9311 8202
  • Tasmania: (03) 6232 1222

You can also stay up to date by following our social media! Search for our socials as we have accounts on Instagram, Facebook, Youtube and Linkedin for each brand.

We’re Glad You’re Here

Thank you for choosing EverAbility.

We recognise that every person’s journey is different. Whatever your goals may be, we look forward to getting to know you, understanding what matters to you, and supporting you to live the life you choose.

Welcome to EverAbility. We are honoured to be part of your journey.

Common Questions

Where do I start?

Start by speaking with us. You can make an enquiry, ask about referrals or call our general number and we will help direct you to the right team. If you are a returning client, we can also talk through what has changed and what support may be useful now.

What service fits my needs?

You do not need to know exactly which service you need before contacting us. Our team can talk with you about your goals, daily routines, strengths and concerns, then help point you towards the services that may be most helpful.

Do I need to come to you for services?

Your services can happen at home, school, in the community, at one of our locations, in person or by telehealth. We will work with you to choose what works best for you. Some parts of your service may happen when you aren’t there, such as writing notes about your appointments, or preparing reports to help with equipment or funding applications.

Will I need to pay out-of-pocket?

This depends on your funding, eligibility and the services you choose. We provide supports through a range of funding arrangements. Private fee-for-service options may also be available. We will explain any fees before services begin and communicate changes to fees so there are no surprises.

Is there a waitlist for services?

Sometimes a service may not be available in your area straight away, or there may be a wait before services can begin. If this happens, we will keep you informed and, where possible, help connect you with other suitable supports.

Can I bring someone with me?

Yes. You are welcome to involve a family member, carer, advocate or support person in discussions about your services if you would like them to be involved.

What if my needs change?

That is completely okay. Needs, goals and circumstances can change over time. Please let us know if something changes so we can review your supports with you and adjust where appropriate.