SupportAbility COVID-19 Pandemic Response Action Plan - effective 17th of March, 2020

On March the 11th, 2020 the World Health Organisation declared COVID-19 a pandemic. The Australian Department of Health is currently managing the outbreak of COVID-19 as a health emergency (March 19th, 2020).

We appreciate the gravity of the challenges that COVID-19 presents disability providers, as they work to steward their organisation through these unprecedented times. The purpose of this article is to communicate the measures that SupportAbility is taking in response to the COVID-19 virus pandemic.

SupportAbility is a mission-critical service that providers rely upon for business continuity in order to:

  • deliver essential supports to participants in our communities, and
  • process the cash-flow associated with these supports.

With this in mind, on Tuesday, March 17, 2020, SupportAbility actioned a COVID-19 Pandemic Response Action Plan designed to ensure that the SupportAbility service, as well as the staff-based services that support it, Customer Success and Engineering, remain uninterrupted during this period. 

Furthermore, this action plan has been implemented in an effort to protect the health & safety of our staff, their families, our providers, their clients and the wider Australian community as a whole.

This action plan will remain in place, in accordance with advice from both state and federal governments, until further notice.

Audience: All


The following list summarises the content within this article. Click on the links below to take you to the relevant sections:

SupportAbility COVID-19 Pandemic Response Action Plan

The SupportAbility COVID-19 Pandemic Response Action Plan includes the following measures:

All SupportAbility staff are now working from home

The Australian Government has recommended that employers implement a work-from-home policy where possible, given that isolation strategies play a key role in reducing the spread of coronavirus. 

In response to this, all SupportAbility staff are now working from home until further notice. Working from home periodically is not uncommon for our staff and thus we have well-established technologies and processes in place to ensure our service quality and availability remain unaffected.

Travel, conferences and meetings

All confirmed face-to-face meetings with providers, suppliers, and any other parties have been cancelled and no new face-to-face meetings will be scheduled until further notice. 

Further to this, SupportAbility staff will not be required to travel, or participate in any in-person conferences and industry-related events of any kind until further notice.

While no cases of COVID-19 have been diagnosed in our staff, we are taking these actions as a precaution, in consideration of the developing situation.

Preventative measures

We have disseminated official Department of Health guidance to staff to inform them about preventative measures such as regular hand washing, social distancing wherever possible and to seek urgent medical advice if they have concerns that they have been exposed to the virus.

In such an event, staff are also required to notify the SupportAbility management team regarding this promptly to allow for contingency plans to be made as early as possible.

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How long will these changes be in effect?

This action plan will remain in effect until September 18th, 2020 and will be reviewed in due course to determine if this period needs to be extended.

Any changes to this action plan will be updated in this article and will be communicated via email to the SupportAbility Announcements mailing list.

How can SupportAbility be used to support your organisation at this time?

SupportAbility is a cloud-based service, with remote access facilities that can support providers with their own isolation policies, pandemic action plans and business continuity plans.

Provided adequate internet & hardware are available, and remote access to SupportAbility has been granted:

  • Frontline support workers may have a reduced need to attend your organisation’s Sites or offices as regularly, if at all.
  • Office and administration staff can potentially work from home if they also have the other tools and information required to perform their roles.

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Response to the Ministers for the Department of Social Services announcement (21st of March, 2020)

On Saturday, March 21st, 2020 the Hon Stuart Robert MP, Minister for the National Disability Insurance Scheme (NDIS), announced a series of measures to support NDIS providers through COVID-19. These initiatives represent crucial support for providers in these unprecedented times, however, more concrete guidance is required for providers to be able to access and implement these critical support measures. 

Please see the following Knowledge Base article for more information regarding this: COVID-19 Government announced measures to support NDIS providers

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Additional support

If your organisation has any questions or concerns about this action plan, please do not hesitate to contact us.

Similarly, if there is anything that we can do to support your organisation at this time, or to assist with your organisation’s response to these issues, please feel free to contact our Customer Success team by sending an email to

We are here to support your organisation and work through these challenges together. 

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