Service-for-one - what they are, how to set one up, how they operate
In the realm of disability support, traditional group services can fall short for individuals with complex needs. Recognising this gap, families are pioneering a personalised approach known as a "service-for-one." This model empowers families to directly employ support staff for their loved one's requirements, ensuring a higher quality of life, continuity of care and autonomy.
Understanding the Service-for-One Model
A service-for-one is a bespoke support system where families or other important people in the participant’s life directly hire and manage staff using the participant's National Disability Insurance Scheme (NDIS) funding. This approach is particularly beneficial for individuals who have faced challenges or trauma within conventional disability services. By customising support, families can create a nurturing environment that adapts to the evolving needs of the person with a disability. The service is aimed at supporting one person, however, there can be occasions where more than one person is supported, say for example, when a family has multiple disabled family members.
If you employ staff through a service provider, this is not a service-for-one.
Navigating NDIS Registration Requirements
In 2018, the NDIS Quality and Safeguards Commission mandated that any NDIS-funded service implementing regulated restrictive practices must register with the Commission. This directive ensures that all services adhere to established standards, safeguarding the rights and well-being of participants. For families operating a service-for-one, this means undertaking the NDIS provider registration process, which can initially seem daunting.
Inclusion Australia's Initiative
To support families through this process, Inclusion Australia, in collaboration with VALID and the NDIS Commission, launched the "Service-for-One" project in 2020. This initiative offers plain language resources on the NDIS registration journey for service-for-one setups. The project's comprehensive website serves as a central hub, providing guidance on:
Determining the Need for Registration: Assisting families in understanding whether their service-for-one requires official NDIS provider registration.
Registration Procedures: Offering step-by-step instructions on how to register, including necessary documentation and compliance requirements.
Meeting NDIS Practice Standards: Providing insights into the standards and evidence required to demonstrate compliance during audits.
Guidance for Auditors: Equipping auditors with tailored information to assess service-for-one models effectively.
Key Resources Available
One of the standout offerings from the project is the service-for-one factsheet. This document explains the concept, benefits, and operational aspects of establishing a service-for-one. It emphasizes the importance of individualised support and offers practical advice for families considering this path. The factsheet is accessible for download, ensuring that vital information is readily available to those who need it here.
The Registration Process Simplified
Embarking on the NDIS provider registration involves several critical steps:
Self-Assessment: Families evaluate their current practices against the NDIS Practice Standards to identify areas requiring enhancement.
Application Submission: Compiling necessary documentation and submitting the application to the NDIS Commission.
Undergoing an Audit: An approved quality auditor reviews the service-for-one to ensure compliance with NDIS standards.
Continuous Improvement: Post-registration, maintaining ongoing adherence to standards and implementing recommended improvements.
The service-for-one project offers detailed guidance at each stage, ensuring families are well-prepared and confident throughout the process.
Empowering Families and Enhancing Lives
The essence of the service-for-one model lies in its commitment to person-centred support. By directly managing support services, families can:
Ensure Consistency: Handpick and train staff who align with the individual's preferences and needs.
Foster Trusting Relationships: Build a dedicated team focused solely on the well-being of their loved one.
Adapt Swiftly: Modify support strategies promptly in response to changing needs or circumstances.
This approach not only enhances the quality of support but also reinforces the individual's sense of autonomy and dignity.
How this applies in real life - How the Service-for-One Model Transformed Jake’s Life
Jake is a 27-year-old man with complex support needs, including autism and a significant intellectual disability. His family had struggled for years to find the right support system. Traditional group disability services left him feeling anxious, overwhelmed, and disengaged. Staff turnover and rigid schedules made it difficult for him to establish trust and routine which are two essential elements for his well-being.
After multiple negative experiences, Jake’s parents, Sarah and Mark, decided to explore an alternative approach: a service-for-one.
The Challenge
Managing Jake’s care within the standard NDIS-funded disability service system had been a challenge. Sarah and Mark found that large service providers often lacked the flexibility and understanding needed to cater to Jake’s specific needs.
Some of the issues they faced included:
❌ Inconsistent support workers who didn’t understand Jake’s communication style
❌ Lack of control over rostering and support schedules
❌ Environments that were too stimulating and led to meltdowns
❌ Limited activities tailored to Jake’s personal interests
Sarah and Mark knew that for Jake to thrive, he needed a stable, familiar, and personalised support system.
The Solution: Creating a Service-for-One
Using Jake’s NDIS self-managed funding, Sarah and Mark decided to set up their own service-for-one. They worked with Cloudhouse Consulting and used Inclusion Australia’s website to understand their registration requirements and ensure compliance with NDIS provider regulations.
They took the following steps:
✅ Hired and trained two dedicated support workers who could work closely with Jake
✅ Created a structured daily routine tailored to his needs and preferences
✅ Designed a quiet, sensory-friendly environment at home for therapy and social activities
✅ Implemented positive behaviour support strategies to reduce restrictive practices
With guidance from the Inclusion Australia resources, they registered as an NDIS provider to comply with NDIS Quality and Safeguards Commission requirements.
The Outcome
The transformation in Jake’s life has been remarkable:
✔ Consistency & Trust: With the same two support workers, Jake built strong, trusting relationships that improved his daily functioning.
✔ Less Anxiety & More Engagement: His structured routine and familiar environment significantly reduced his anxiety and increased his participation in activities.
✔ Greater Independence: Tailored support helped him develop new skills, such as cooking simple meals and navigating social situations.
✔ Family Peace of Mind: Sarah and Mark no longer had to constantly advocate for better support—they were now in full control.
A Model for Others
Jake’s story is just one example of how a service-for-one can provide a higher quality of life for individuals who need personalised care. Families facing similar challenges can take inspiration from Sarah and Mark’s journey and with the right support, creating a customised service is achievable.
How can I set up a service for one?
We have assisted several clients in their service-for-one journey. The steps include:
initial consult with client
connecting with the right professionals for their journey
company formation
the successor director solution; and
ABN, TFN, GST & PAYG registration
Cloudhouse also processes payroll and provides bookkeeping services for service for one entities and special disability trusts. We can connect you with our network of HR and legal practitioners for policies, employment contracts and legal documentation.
For more information on how Cloudhouse can help you & your family, click here.
Conclusion
For families navigating the complexities of disability support, the service-for-one model offers a viable and empowering alternative to traditional services. With the comprehensive resources provided by Inclusion Australia's service-for-one project, families are equipped to establish, register, and maintain personalised support systems that prioritise the unique needs of their loved ones. Embracing this model paves the way for more inclusive, responsive, and person-centred disability support across Australia.
For more detailed information and access to resources, visit the A Service for One project page.