Why most NDIS support fails

It's not the hours. It's the rotation.

Plan reviews go nowhere. Goals stall. Families burn out. Not because the NDIS isn't funding enough — but because every new face restarts the relationship from zero. Here's the difference.

Most NDIS providers

Thin staff bench: 6–8 workers, 30+ participants, "next available" rostering
4–8 different support workers rotating through your home each month
You re-explain the routine, the medications, the triggers — every shift
Hours get "delivered" but goals in the plan don't actually progress
Plan-review week, you're scrambling to assemble evidence yourself
Office contact is a roster app or a 24-hour callback queue
"Consistency" is promised, never measured

Tender Mercy Care

120+ worker pool across VIC, SA & WA · the match exists, we just find them
The smallest team your tier allows — and you meet every one of them before they start
The worker reads your participant profile before the first shift
Quarterly progress notes mapped to your NDIS plan goals (you keep them)
Plan-review pack delivered 3 weeks before your meeting — automatically
Direct line to your support coordinator — answered Mon–Fri 9–5
If the match isn't working in 14 days, we re-match free of charge

How we onboard

Matched in 72 hours. Started in 14 days or less.

Two clocks, on purpose — and both of them guaranteed. Finding the right person is fast because we have the staff pool. Onboarding them into your home, your routine, your rhythm takes the rest of the fortnight, never longer. Anyone who rushes the second part is exactly how rotation starts.

Care-Fit Call

A 20-minute phone or video call with a TMC support coordinator (not a sales rep). We listen, ask the right questions, and tell you honestly whether we're the right fit.

Day 1 · Free · Same-day callback

Profile & Match

We build a participant profile — communication style, sensory preferences, routines, goals — and match you to a worker we've personally hand-picked from our pool of 120+ trained support workers. No "next available" rostering. Match named within 72 hours of your Care-Fit call.

Day 1–3 · 72hr commitment

Meet & Begin

Your matched worker visits for a no-obligation meet-and-greet. If it clicks, services start. If it doesn't, we re-match — at no cost to you or your plan.

Day 4–14 · First shift · Guaranteed

Meet your team

Know who's coming to your door — before they knock.

No phone-tree. No nameless contractors. The team below is who picks up when you call, runs the matching, signs off on care plans, and shows up for shifts. Participants told us they wanted to see the faces, know the names, and meet the people accountable for the support that turns up at the door. Hover or tap any card to read more.

Wilson and Ravisha founded TMC after years of watching NDIS and aged-care providers treat participants as line items rather than people. They lead the organisation together — Wilson over external partnerships, growth and complex matches; Ravisha over internal operations, culture and service quality. They work alongside the rest of the team in a flat structure where every role matters and everyone is reachable.

Co-Founders

Wilson & Ravisha Kinyanjui

Co-Founders · Directors

Support coordination · Operations · Strategy · Culture

Princy is our clinical lead. Every TMC support worker completes her induction before stepping foot in a participant's home, every behaviour-support plan crosses her desk for sign-off, and our NDIS Quality & Safeguards compliance sits with her. The clinical bar at TMC is whatever Princy says it is.

Princy Mathew

Clinical Lead

Clinical governance · Worker induction · Quality & Safeguards

Andrea owns talent acquisition. The reason TMC can promise a real match — not a roster slot — starts with her hiring standard. If a candidate doesn't pass her bar, they don't reach a participant's home. The 120+ active workers in our pool are there because Andrea built that bench, deliberately, over two years.

Andrea Perrin

Talent Acquisition Manager

Hiring · Match-fit screening · Worker quality

Andres runs sales and matching. He's the first voice most new participants hear — the Care-Fit call, the matching call, the meet-and-greet introductions. He doesn't move a match through until the fit is right, even if it costs us the booking.

Andres Jimenez

Sales & Matching Specialist

Care-Fit calls · Participant matching · Onboarding

Sandeep is our head support coordinator. She leads a team of client managers and coordinators who walk alongside participants through every plan, plan review and provider negotiation. She's where complex cases land — and where families end up when they've been let down by other coordinators.

Sandeep Kaur

Lead Support Coordinator

Support coordination · Plan reviews · Complex cases

Bradley owns executive administration — HR, finance, rostering, service agreements. If you have a question and you're not sure who to call, the answer is usually Bradley. He gets back to people the same business day.

Bradley Chumba

Executive Administration

HR · Finance · Service agreements · Onboarding

Adrienne builds and maintains TMC's relationships with referring plan managers, support coordinators and LACs. When a participant joins us through a referrer, Adrienne is the bridge — making sure that referrer stays informed, looped in, and trusted with our work.

Adrienne Howlett

Client Partnerships Specialist

Referrer relationships · Plan managers · LAC liaison

Melissa is the first call-back you usually get. She manages the day-to-day participant and family experience — checking in on shifts, flagging issues to coordinators early, and making sure nothing falls between the cracks. Quiet, fast, and unfailingly thorough.

Melissa Perrin

Junior Client Experience Officer

Family check-ins · Issue triage · Day-to-day experience

Drew makes sure every TMC support worker is current — police checks, NDIS Worker Screening, Working with Children, first aid, mandatory training. The stuff that nobody sees until something goes wrong. Drew's work is why nothing goes wrong.

Drew Sapkota

HR Compliance Officer

Worker screening · NDIS compliance · Training records

Your support worker

Photo + bio added at match

Hand-picked for your profile · Sent to you before the first shift

What this team means for you

Every name and every face above is a real person on the TMC team. There is no "head office somewhere else" — these are the people who pick up the phone, run the match, sign off on care plans, and answer at 2am if something goes wrong. Behind them sits a wider team of client managers and support coordinators who hold the day-to-day load. Before any new support worker steps into your home, you also receive their photo, their first name, and a 50-word bio they wrote themselves. If you don't recognise them at the door, they don't come in. That's the rule, and it's not negotiable — it came from your feedback.

Evidence of practice

Why we can promise 72-hour matching.

The number-one reason most NDIS providers rotate staff isn't bad intent — it's a thin bench. They have 8 workers and 30 participants, so when the right match isn't available, you get the next available person instead. That's how rotation starts.

We solved that upstream. Andrea (our Talent Acquisition Manager) and her team have spent two years building a deliberate pool of trained support workers across Victoria, South Australia and Western Australia — a pool deep enough that the right match almost always exists, and we just have to find them. Three days is enough time.

The 72-hour match commitment isn't a marketing claim — it's a downstream consequence of investing in the bench. The site doesn't promise it because we hope; it promises it because Andrea hires for it.

Across every tier, the relationship layer never changes. Whether you have one worker or a small named team of six, your support coordinator (Sandeep) and your clinical lead (Princy) stay the same — for the life of the plan. The continuity isn't just in the roster. It's in the people who hold the relationship.

120+

Trained support workers in our active pool

States covered · Victoria, South Australia, Western Australia

72hr

From Care-Fit call to named, photo'd match

≤14day

From Care-Fit call to first shift · guaranteed

What's actually different

Six commitments we'll put in writing.

The smallest team your tier allows.

Day support: one primary worker, one trained backup who already knows you. Overnight: two named workers — day and night. 24/7 SIL: a stable team of 4–6 you've personally met. Whatever your tier, you never get a stranger at the door.

Plan-Review Pack — Done For You

Every quarter we deliver a PDF mapped to your NDIS goals: hours, outcomes, evidence, photos (where appropriate), worker observations. You walk into reviews prepared.

A Real Number, Answered

1300 453 787 reaches a real human Mon–Fri 9–5, with on-call support 24/7 for participants. Not a roster app. Not a chatbot.

14-Day Match Guarantee

If the worker isn't the right fit within the first fortnight, we re-match free. The original hours stay in your plan. The risk sits with us, where it belongs.

Triune Whole-Person Care, 24/7

Body, soul and spirit — supported as one person. Whether you need a few hours a week or full 24-hour SIL, the same whole-person principle applies. We don't shrink the care; we scale the team behind it.

Audit-Ready Documentation

Every shift logged. Every goal tracked. Every restrictive practice (where applicable) documented to NDIS Quality and Safeguards Commission standards — without you lifting a finger.

Wherever you are on the spectrum

From a few hours a week to full 24/7 care.

TMC supports participants across the entire intensity spectrum — from light-touch community access through to complex 24-hour SIL. The "one consistent worker" principle holds at every tier; what changes is the size of the named team behind the participant.

Tier 01 · Foundation

Drop-in & community access

A few hours a week to a few hours a day · scheduled visits

One named primary worker, one named backup
Personal care, community access, social and recreation supports
Quarterly progress notes mapped to plan goals
Direct line to your support coordinator Mon–Fri 9–5

Best fit: Independent or family-supported participants who want consistency without rotation

Tier 02 · Extended

Overnight & sleepover support

Daytime + overnight active or sleepover shifts · 7 days

Two named workers — your day worker, and your overnight worker. Same two humans. Every shift.
You meet both at a meet-and-greet before either starts
Active-night or sleepover, depending on participant need
Full handover protocol between shifts — written + verbal
On-call coordinator reachable 24/7 for participants & families
Medication assistance & clinical-overseen routines

Best fit: Participants needing reliable overnight presence — epilepsy, diabetes, sleep apnoea, behaviours of concern, falls risk

Tier 03 · Complex 24/7

SIL & full complex care

24 hours a day, 7 days a week · in-home or SIL house

The same 4–6 named workers — not 4–6 new strangers each month. One small team, stable for 6+ months minimum.
You meet every team member at a structured meet-and-greet before any of them start
Princy (Clinical Lead) personally signs off the support plan
Behaviour support oversight + restrictive practice documentation
Registered nursing partnerships for clinical tasks
Daily progress reporting + monthly clinical review
NDIS Quality & Safeguards Commission audit-ready

Best fit: High-needs participants in SIL, with complex disability, medical complexity, or 1:1 / 2:1 staffing ratios written into their plan

Not sure which tier fits the participant you're advocating for? That's exactly what the Care-Fit call is for. Sandeep (our Lead Support Coordinator) and Andres (our Sales & Matching Specialist) review the plan together with you and recommend the tier honestly — even if it means saying "you don't need this much support yet."

Book my Care-Fit call

In their own words

Real families. Real footage. No actors.

Four families agreed to share their TMC story on camera. Three are from Ballarat — our home town — and one from greater Melbourne. Two of these stories include participants who have since passed away — shared with their families' blessing, in their memory. Each video is captioned and hosted with privacy controls, and the families asked us not to make the videos publicly browsable. To watch any of the four, request access below — we'll email the private link within one business hour.

Lisa Tester

Mother of four · Ballarat

"Lisa raises four children, all living with disability. She talks about what changed when consistency stopped being something she had to fight for."

Filmed with consent · Release on file

Eric Venema

In memory of Kathryn · Ballarat

"Eric and his late wife Kathryn were both TMC participants. After Kathryn passed, our team also walked Eric through getting his own NDIS plan. He talks about what continuity meant through the hardest year of his life."

Filmed with consent · Release on file

Maria Van Ravenstein

In memory · told by her brother Michael · Ballarat

"Maria has since passed. Her brother Michael — her plan nominee and primary carer — speaks in this video about what it meant to have the same TMC faces with Maria right to the end. Recorded with Michael's blessing, in Maria's memory."

Filmed with consent · Release on file

Daryl & Denise Brown

Brother & sister · Melbourne region

"Daryl is a TMC participant. His sister Denise speaks about the difference it makes — for Daryl, for her — to know exactly who is supporting him on any given day."

Filmed with consent · Release on file

Why we don't make these videos publicly browsable

Each family signed a media release before filming, but they trusted us with their stories — they didn't sign up to have their faces appear in a Google image search or a stranger's social feed. We only share the videos with people who specifically request them: prospective participants, families, support coordinators, plan managers, and clinicians. We email the private link within one business hour during weekdays. Your details stay with TMC — never sold, never marketed-to, never shared.

Beyond the NDIS

Where the surplus goes.

A portion of TMC's surplus each year goes to Word & Deed Lanka — a charity directed by Timothy Daniel that feeds and educates children in Sri Lanka who would not otherwise eat a daily meal or learn to read.

We tell you this not as marketing, but because it shapes the way TMC operates. The work we do in Australia funds the work Timothy does in Sri Lanka. Every shift, every match, every plan review feeds back into a wider commitment to dignity — for the participant in Ballarat and the child in Colombo.

"When the strong stop helping the weak, the strong are not really strong." — a sentence Timothy says often, and one we try to organise the company around.

Request Timothy's video

10+

Years of partnership with Word & Deed Lanka

100s

Children fed and educated each year

100%

Of contributions reach the ground — no admin take

"Tender Mercy Care doesn't just give. They show up. They ask what we need, then they make sure it gets done. Their participants in Australia are quietly part of this work whether they know it or not."

Timothy Daniel Director, Word & Deed Lanka

Common questions

Honest answers, no fine print.

Yes. We are a fully registered NDIS provider, audited against the NDIS Practice Standards. We can supply our registration number and audit certificate on request — and you should ask any provider for theirs.

They do — we're not promising magic. We promise three things instead: (1) we hire deliberately and pay above award, so retention is strong; (2) every participant has one named primary worker AND one named backup who already knows them, so a sick day isn't a stranger; (3) if a worker leaves, we don't roster — we re-match, with the same care taken as the original onboarding.

Tell us within 14 days of the first shift and we re-match at no cost. The original hours stay in your plan. We'd rather re-match early than have you stuck with a poor fit for months — that's the whole problem we're trying to solve.

Yes — we're NDIS-registered, which is what NDIA-managed plans require. Plan-managed and self-managed participants are equally welcome.

Yes. TMC is approved to deliver services under Home Care Packages (Levels 1–4). If you're transitioning between NDIS and aged care, we can support continuity of worker — same face across both funding streams where possible.

Two timelines, deliberately separate. Matching: within 72 hours of your Care-Fit call. Because we have a pool of 120+ trained support workers across Victoria, South Australia and Western Australia, we can almost always identify and name the right person within three business days — and we'll send you their photo and bio before you confirm. First shift: 14 days or less, guaranteed. Even with the match made, we don't rush the participant profile build, the meet-and-greet, the worker briefing or the home visit — because that's the part of onboarding that, when rushed, becomes the rotation problem we're trying to solve. So: fast match, careful start. Both at once.

No. Our values shape how we deliver care, not who we deliver it to. We support participants of every faith, none, and everything in between. If you'd prefer a worker who shares your specific cultural or faith background (Christian, Muslim, Hindu, Buddhist, Sikh, secular, LGBTIQ+-affirming), tell us during the Care-Fit call and we'll match accordingly.

Yes. We support participants across the full intensity spectrum — from a few hours a week of community access, through to overnight active or sleepover shifts, through to full 24/7 SIL with rotating clinical teams. Princy (our Clinical Lead) personally signs off on every complex-care plan, and our behaviour-support and restrictive-practice documentation meets NDIS Quality & Safeguards Commission standards. See the three-tier spectrum for what each level looks like.

We charge at the NDIS Pricing Arrangements rate — meaning we charge what the NDIS itself sets for each support category. No mark-ups. No "premium tiers." If you're plan-managed or NDIA-managed, this means $0 out of pocket for in-scope supports.

Yes — we accept referrals from plan managers, support coordinators, LACs, allied health professionals and self-referrals. Email admin@tendermercycare.com.au or call 1300 453 787.

It's not the hours. It's the rotation.

Most NDIS providers

Tender Mercy Care

Matched in 72 hours. Started in 14 days or less.

Care-Fit Call

Profile & Match

Meet & Begin

Know who's coming to your door — before they knock.

Wilson & Ravisha Kinyanjui

Princy Mathew

Andrea Perrin

Andres Jimenez

Sandeep Kaur

Bradley Chumba

Adrienne Howlett

Melissa Perrin

Drew Sapkota

Your support worker

What this team means for you

Why we can promise 72-hour matching.

The 14-Day Match Guarantee

Six commitments we'll put in writing.

The smallest team your tier allows.

Plan-Review Pack — Done For You

A Real Number, Answered

14-Day Match Guarantee

Triune Whole-Person Care, 24/7

Audit-Ready Documentation

From a few hours a week to full 24/7 care.

Drop-in & community access

Overnight & sleepover support

SIL & full complex care

"Will my plan cover this?" Almost certainly, yes.

Real families. Real footage. No actors.

Lisa Tester

Eric Venema

Maria Van Ravenstein

Daryl & Denise Brown

Where the surplus goes.

Five regions. One standard.

Ballarat

Bendigo

Melbourne

Adelaide

Perth

Why we do this work the way we do.

Honest answers, no fine print.

Reach a real person, every time.

Speak with our team

Or skip the back-and-forth.

Ready to stop briefing strangers?Let's have a 20-minute call.

Acknowledgement of Country

Ready to stop briefing strangers?
Let's have a 20-minute call.