Protecting Our Customers and Community

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 is 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.


In line with our sole purpose - the quality of life of people with disabilities and their families is enhanced by our support - the health, safety and wellbeing of our customers is our first priority in everything we do. 

The Coronavirus (COVID-19) pandemic and the protective measures in place present unique challenges for everyone, particularly for people living with disability and who require ongoing essential support. 

Multicap continues to deliver services to customers in line with the protective restrictions imposed by state and federal governments. 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 and hygiene requirements to keep our customers, their families and our staff safe. 

Multicap's Emergency Response Team constantly monitors the changing situation and adjusts our response and operations accordingly. Our response to this changing situation has been comprehensive and has always been focussed on our customers, staff and the continuity of our operations. You can read more about what Multicap has in place in response to this crisis here.

In addition to following the advice and direction of state and federal governments, a range of measures are in place across Multicap to protect the health, safety and wellbeing of our customers, including:

  • Ensuring Multicap’s operations and the actions of our team members are in line with the current advice and direction of the Australian Government, Queensland Government and New South Wales Government, for social (physical) distancing; cleaning, hygiene and hand washing; travel restrictions, quarantine and self-isolation measures; and testing and screening protocols. 
  • Ensuring all Multicap staff, including supported employees, follow all regulation requirements. This includes increased cleaning and hygiene practices, limiting people within buildings to 1 person for every 4 square metres, and ensuring social (physical) distancing measures are followed by our supported employees in their workplaces. Supported Employees and Multicap team members have been requested to increase their hand hygiene practices and to not come to work if they are unwell.
  • Implementing 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.
  • Limiting the number of customers in Hub locations in accordance with social (physical) distancing rules.
  • Amending, postponing or cancelling group events and activities in line with social (physical) distancing and isolation regulations, and where possible, offering alternative activities.
  • Limiting customer contact with non-essential people to reduce the risk of infection, and ensuring all customer support staff are following the correct hygiene protocols.
  • Introducing a new skills development activity for customers at our Community Hubs, Short Term Accommodation and In-Home Support services, focussing on the importance of correct safe hand washing practices.
  • Adapting service at the Monte Lupo Cafe in line with government restrictions - implementing take-away services (as required), requiring dine-in patrons to submit their details for contact tracing purposes, and limiting customers in the cafe to 1 person per 4 square metres.
  • Providing resources and implementing measures to minimise disruption and distress for customers experiencing changes to their routine, under direction of our Clinical teams.
  • 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 temporary 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.
  • Providing regular updates and communication to customers and their support networks on the changing situation and impacts to Multicap services, and providing prevention and support resources where relevant.
  • Identifying essential services and undertaking risk assessments to ensure minimal disruption to these services and minimal risk to customers. 
  • Suspending Short Term Accommodation (STA) services in order to support Queensland and New South Wales health services responses, and also create emergency accommodation options for customers requiring relocation or post-hospital care. (STA services reinstated from early July 2020).
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