Protecting Our Customers and Community

Page last updated: 12 August 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. Multicap have no known cases of COVID-19, but we remain cautious and careful to protect our customers and staff, particularly in light of recent cases in Brisbane and in line with Queensland Government directions (July/August 2020). 
Multicap has enacted the following health and safety measures: 

  1. Identifying staff who work across multiple disability or aged care service providers.
  2. Communicating to our workforce to regularly check the contact tracing information on the QLD Health website.
  3. Ensuring any necessary cross-border travel is performed within state government regulations, and sufficient resourcing and contingencies in place for customer support continuity.

Some precautionary measures put in place on 29 July 2020 have since been withdrawn, as of 12 August 2020. These measures were:

  • All accommodation services within the Brisbane Metro South Health Region reverting back to only allowing family members to visit, with each customer allowed two family members at any one time. 
  • Community access activities from our Hubs and Services within the Brisbane Metro South Health Region restricted to essential activities until we better understand the situation and can ensure the health and safety of staff and customers.

Multicap continues to monitor the situation on a daily basis and is ready to respond accordingly.


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).
CORONAVIRUS (COVID-19): CLICK HERE FOR THE LATEST NEWS AND RESOURCES

Sign up to our e-newsletter