How We Keep Your Support Stable
One regular mentor, a team who knows your goals, and clear communication. Small by choice, steady by design
Good Company keeps support stable by matching you with one regular mentor, backing every mentor with a team that already knows your goals, recording every session so nothing is lost, and keeping communication clear when things change. Being a smaller provider is a deliberate choice. It means you’re known by name, your mentor is supervised by people who know your story, and you can always reach a real person.
We know that for many people, especially those who find change hard, reliable support matters as much as good support. Here’s exactly how we keep things steady.
1. One regular mentor
We match you with a mentor based on your goals, interests, location and personality, and introduce you in person before sessions start. After that, you see the same mentor at regular times. Sessions are at least two hours, so there’s time to do meaningful work without rushing.
2. A team who already knows you
You’re never relying on just one person. Your mentor works within a team that shares updates and knowledge. Every participant has a profile that captures their goals, strengths, interests and communication preferences, so if your mentor is sick or on leave, a team member can get up to speed quickly and step in without starting from scratch.
3. Every session recorded
Your mentor writes a case note after every session, recording what you worked on and how it went. This means progress isn’t held in one person’s head. It also gives you a clear record of how you’re tracking towards your goals, which is useful for your plan reassessment.
4. Clear communication
- If your mentor can’t make a session, we’ll let you know as early as possible and offer another team member or a new time.
- Our office is open 9:00am to 5:30pm on weekdays, and you can always speak to a real person. We reply to calls and emails within one business day.
- We ask for 7 days’ notice for cancellations and changes, and we give you the same courtesy. Notice lets us keep your regular mentor’s roster steady, which is what keeps you with the same person week to week. You’re never charged when we cancel. See our terms of service.
- With your consent, we keep your support coordinator, family or other providers in the loop.
5. Supervised, trained mentors
Every mentor is personally recruited by us, holds a current NDIS Worker Screening Check before working with any participant, and follows the NDIS Code of Conduct. Our mentors receive ongoing training and structured supervision, and we review performance regularly using participant feedback and internal checks. Because we’re a smaller team, the people supervising your mentor know who you are.
How we train and support our mentors
Good mentoring doesn’t happen by accident. Every mentor is personally recruited by us and trained to the same standard, including supervised placement students.
- Careful recruitment. We look for people with the right values, patience and communication style, not just experience. Every mentor holds a current NDIS Worker Screening Check before working with any participant.
- Induction training. New mentors complete our induction on our online learning platform, covering the NDIS Code of Conduct, safeguarding, privacy, incident management and how we work.
- Getting to know you first. Before your first session, your mentor reads your profile, so they understand your goals, strengths and how you like to communicate.
- Ongoing learning. We run monthly online training and Q&A sessions, and mentors keep building their skills through courses on our learning platform.
- Supervision and feedback. Mentors are supported through structured supervision and regular performance reviews, and participant feedback shapes how we improve.
- Quality checks. A case note after every session lets us see that support is happening and moving towards your goals. We also run internal audits against our policies.
- Recognising great practice. Each month we recognise a mentor whose conduct and care stood out.
Why small can be steadier
Large providers have scale. We have something different: a team small enough to know every participant, with clear systems that don’t depend on any one person. We keep each mentor’s workload at a level that lets them prepare properly for every session, rather than rushing from one shift to the next. Traffic and the unexpected can still happen, and if a session is affected, we’ll let you know as soon as we can.
We also stay within what we do well. We focus on mentoring and capacity building and don’t take on personal care, clinical therapy or 24/7 support. That focus is part of what keeps our support reliable. See who we support.
What we're not
We’re not an emergency or crisis service, and we don’t provide 24/7 support. If you are in danger, call 000. For crisis support any time, call Lifeline on 13 11 14. If you have a crisis plan, we’re happy to know about it and work alongside it.
For support coordinators and families
Feel free to share this page. If you’d like to talk about a referral, call Perth on (08) 9334 6995, Melbourne on (03) 9069 7866, or use our referral form.
Stable Support FAQ
Will I have the same mentor every week?
That’s our aim. We match you with one regular mentor at regular times. If your mentor is away, a team member who knows your goals can step in.
What happens if my mentor leaves Good Company?
We’ll let you know as early as we can, talk with you about what you’d like in a new mentor, and introduce you in person before sessions continue. Your profile and session notes mean your new mentor won’t be starting from scratch.
Is Good Company available after hours?
Yes, for sessions. Mentoring sessions run on weekdays, evenings and weekends. Our office is open 9:00am to 5:30pm on weekdays. We’re not a 24/7 or crisis service.
How do I give feedback or raise a concern?
Speak to any of our team, email hello@goodcompanyds.com.au or see our feedback and complaints page. You can stay anonymous or use an advocate.