How Multicap is Responding

Page last updated: 19 October 2020

At Multicap, we are committed to putting the health and safety of our customers and staff first and we will take all necessary precautionary measures to achieve this. As this is an ongoing situation, we remain cautious and careful to protect our customers and staff in line with directions from the Queensland, New South Wales and Australian governments. We urge all customers, their support networks, and Multicap staff to stay informed by regularly checking the Queensland Government website, or via the resources available on our Information on Coronavirus page.

As of 22 August 2020, Multicap actioned a number of additional measures to help safeguard our customers and staff:

  • Identifying staff who work across multiple disability or aged care service providers.
  • Communicating to our workforce and visitors to regularly check the contact tracing information on the Queensland Health website and to advise their leader if they have attended any of the identified locations at the times indicated.
  • Ensuring any necessary cross-border travel is performed within state government regulations, and sufficient resourcing and contingencies are in place for continuity of customer support.
  • Multicap directly contacting any customers currently impacted by government restrictions, to ensure they are safe.

Advice specific to Multicap accommodation services

As this is a constantly changing situation, we advise anyone wishing to visit a Multicap accommodation service to call ahead of time to be informed of any measures specific to that location. 
Anyone attending a Multicap accommodation service must follow the directions of staff, abide by Multicap policies and any other advice relating to the Disability Accommodation Service Direction from the Queensland Government

As of 25 September 2020, under the advice of the Queensland Chief Health Officer, there are no Local Government Areas listed as Queensland COVID-19 restricted areas.
This means that for Multicap accommodation services there are currently:

  • No restrictions required for visitors at an accommodation service - relating to the number of visitors and the purpose of their visit/relationship to residents
  • No requirements to wear face masks.

This website is being updated on a regular basis as new information which impacts our services and operations comes to hand.

The Executive Leadership Team at Multicap has been meeting on a regular basis to plan a response to Coronavirus, forming the Emergency Response Team (ERT) in February. This team has created extensive plans to ensure that regardless of the situation, we are able to continue to deliver essential services, support as many customers as possible, and keep as many staff employed as possible – safely and sustainably. We’ve been guided by our existing emergency response/natural disaster procedures, adapting them to suit the Coronavirus pandemic, in order to manage the business and minimise impact to customers, particularly with regards to isolation of people and disrupted supply of items. We’ve also sought advice and input from government agencies and disability services organisations, to ensure our plans are best-practice.

Delivering support services to people with disability is an Essential Service. Our priority is to ensure that our customers’ essential needs are safely met at all times, regardless of the pressures and changes brought about by this pandemic. To do this, while keeping everyone safe and making sure we are following the rules set by the state and federal governments, we’ve had to change the way we deliver some of our services, and how we run the organisation day-to-day. 

Multicap continues to deliver services to customers in line with the protective restrictions imposed by state and federal governments, and the Emergency Response Team continues to meet and respond to the changing situation with the pandemic. The easing of restrictions in Queensland to Stage 3 from 3 July 2020 has seen Multicap return many of its services to 'business as usual' operations, with measures and contingencies in place to meet social distancing, restrictions and hygiene requirements to keep our customers, their families and our staff safe. 

Some of the measures we have implemented, in addition to the standard government-mandated measures, include:

  • Mandatory temperature checks and travel/health screening questions at all Multicap locations for all staff, visitors and new staff, including staff attending Multicap sites other than their usual workplace. This is also in place for customers who visit our non-residential locations. Screening locations include personal protective equipment and instructions, and customers are being offered training to self-screen if they wish.
  • Cancelling, postponing or amending our events and group activities for our Avegates Social Experience Network program, external community-based Hub activities, and some individual social outings to public spaces, in line with social (physical) distancing rules. In place, we adapted our Avegates program for online delivery, to provide customers with continued access while self-isolating. We also launched an Avegates participants group on Facebook, so customers can stay in contact with each-other while they’re self-isolating at home. Avegates returned to amended face-to-face delivery in July, in line with current restrictions.
  • Scaling back some non-essential services to reduce the risk of infection between customers and staff.
  • Developing resources for staff to use with customers to explain the situation and the regulations/measures put in place, and assist with managing change. You can find these resources on the Keeping Busy While Staying Safe page.
  • Using online ordering and designated shopping hours for grocery shopping for our residents in accommodation services, to reduce the risk of contact in the community.
  • Reducing the risk of infection among our staff by drastically reducing in-person meetings by using videoconference facilities, abiding by physical distancing measures in workplaces, and implementing remote working measures to allow staff to work from home or offsite on a rotational basis in line with the current government restrictions and advice.
  • Increasing the frequency of communications as required, and we’re using new ways to quickly inform our customers and stakeholders about changes, particularly during the height of the pandemic.
  • Temporarily pausing our Short Term Accommodation (STA) service for regular bookings, to keep it available for customers and people with disability who may need it in a relocation emergency or for post-hospital care. Regular STA services resumed in early July 2020.

While many of our social support activities and events were required to be amended, postponed or cancelled, our staff innovated other ways to engage our customers and ensure they do not miss out on social interaction and leisure activities that are important to them. Our Customer Innovation and Specialised Behaviour Support teams developed resources and plans to support customers during this time, particularly when regular activities and services are unavailable. 


Sign up to our e-newsletter