Services during the current COVID-19 pandemic

To all members of the Multicap Tasmania family

Firstly, I would like to reassure all of our clients, their families, and our support networks that we recognise the challenging times we are all in; meeting the challenge of COVID-19, and the expectation you have on us to keep you informed on what is happening and how we are keeping everyone safe. I take this opportunity to thank all of you, clients, families and staff for your support as we have implemented significant changes.

Our number one priority is the health and safety of our clients and employees. We also appreciate the need to be looking after everyone emotionally at this stressful time. Please make sure you are taking care of yourself and others around you. We have included contact details for Lifeline and Beyond Blue at the end of this letter

My obligation is to inform clients and family members of any COVID-19 cases that may have any impact of their health and wellbeing.  We take those obligations seriously.

This communication is intended to provide key information to you along with contact information within our organisation, should you need to reach out to us during this time.

As a response to the crisis we have taken the step to close our offices in Launceston, Burnie and Devonport for face to face contact. We are still available by telephone (03) 6431 3211 or via our email [email protected]. Additional contact information is provided elsewhere in this letter.

What are we doing to keep everyone safe?

  • We have formed an Incident Management Group who meet daily to review strategies in light of changing information, and are liaising with government and health authorities on our response
  • We are communicating with our employees on a regular basis to ensure they are all informed
  • We have increased cleaning of our sites and implemented and promoted enhanced hygiene practices to our staff and clients
  • We are currently sourcing additional supplies of Personal Protective Equipment (PPE) to manage this evolving situation
  • Our employees are practicing social distancing (1.5 metres between each person)
  • We have implemented compulsory training for all staff on the Coronavirus and Infection Control
  • We have modified our rosters to reduce the number of staff who work across multiple sites
  • We require employees to stay at home when not well (i.e. they do not attend work)
  • We have restricted staff travel and face to face meetings, and have rapidly increased our usage of online communication tools including videoconferencing

What services are we offering during COVID-19

  • We have made the decision to close our group based Community Supports – our Community Access hubs (Launceston, Devonport, Burnie, Wynyard) and group based recreational and social programs. This is due to difficulty in adequately maintaining social distancing and in light of government messaging to “stay home unless you need to be out”. That said however, rest assured the Multicap Tasmania team are working hard to create and develop new activities for our clients to continue to empower their capability and give them opportunities to stay social and ensure positive, engaging experiences.
  • All other services remain open, including our supported accommodation services, in home support services, 1:1 supports and Support Co-ordination services
  • Community access clients are able to request 1:1 support services during this time

Can I request new or additional services?

  • Yes, you may request new services and we will work with you as required to commence these services when you would like, subject to availability of funding within an NDIS package
  • To request services, please contact the relevant Client Services Coordinator:

Can I visit family members in a residential property (supported accommodation)?

  • We recognise that connectedness to family, friends and community during the COVID-19 crisis is absolutely vital. Our residential Team Leaders will be asked to reach out to family members of residents to discuss arrangements around visiting.
  • Arrangements may include limited visits (restricted times and numbers) as currently in place in some aged care residential properties.
  • If face to face visits occur, we would ask that appropriate social distancing occurs, and family members are not sick or have any potential exposure to COVID-19 as a condition of entry.
  • We would like to encourage the use of online tools such as Facetime or other video tools to stay in visual contact with your loved one during this time. This is the safest and preferred approach as it eliminates any potential risks caused by face to face contact.
  • If you are not sure how to use these technologies, we can help you. Please reach out via your Team Leader and they can point you in the right direction. All you need is a smartphone or a computer/tablet and an internet connection.

I am supported at home by Multicap Tasmania, what should I do if I am feeling sick?

  • If we support you in your own home, and you are feeling sick we ask that you let us know prior to our staff arriving, so that we are able to take all required precautions. We ask that you contact our Burnie office (03) 6431 3211 during business hours (8:30 am – 5:00 pm), or our on-call number 0400 146 990 outside of business hours.

What are Multicap Tasmania staff able to do when supporting clients?

  • Our key priority is to ensure we maintain hygiene and social distancing to safeguard our clients from COVID-19. We can go for a walk, and to engage in things that we are all able to do under the current Public Health Directives.  Our preferences would be not to undertake activities such as shopping with clients unless we absolutely need to, as shops do present some additional risk factors at this time.  Our supports can be used flexibly, which could involve shopping and other similar tasks.

How can I stay up to date with what Multicap Tasmania is doing?

  • The easiest way to stay up to date what is happening is via our Facebook site
  • Our website will also kept up to date with key information

I have some queries or concerns about services being provided?

  • Please feel free to reach out to us at this time. We respect that many people are seeking re-assurance and we are here for you.
  • Please direct queries or concerns to the relevant Regional Manager, or myself via the following:

Thank you for your support and understanding as we work to get us through COVID-19, safe and well, together.

Nigel Hill
Chief Executive Officer

Useful resources

Understanding COVID-19

There is easy to understand and factual information on COVID-19 available here:

  • The State Government Department of Health website: 

Department of Health

if you require telephone assistance please ring 1,3,0,0,1,3,5,5,1,3,,once again,,thats, 1300 135 513

  • The Federal Government’s Department of Health website:

Australian Government Department of Health

Information for the general public and the health and aged care workforce about the Australian Government's health policies, programs and regulations


Beyond Blue




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1300 22 4636
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Text (SMS)
0477 13 11 14
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Get a response in 24 hours


Online forums
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Lifeline Australia - 13 11 14 - Crisis Support and Suicide Prevention

Lifeline is a national charity providing all Australians experiencing a personal crisis with access to 24 hour crisis support and suicide prevention services. We're committed to empowering Australians to be suicide-safe through connection, compassion and hope. Our vision is for an Australia free of suicide.

Beyond Blue

Beyond Blue provides information and support to help everyone in Australia achieve their best possible mental health.

Published on 01 Apr 2020