What is a service for one?
The term Service for One was came about in 2020 when Inclusion Australia partnered with VALID, the NDIS Quality and Safety Commission (NDIS Commission) and families of people with complex support needs to develop resources for people and families who were directly engaging support staff.
A Service for One is not a business for profit. It is a legal and governance structure set up to employ support workers and manage services for one individual only. The entire focus is on enabling that person to live a good, ordinary life in their community.
What drives families to set up services for one
Providers aren’t listening or following through
- Support feels impersonal, inconsistent, or unsafe
- The person’s voice is being lost in rigid systems
- There’s constant staff turnover, no continuity
- Services are missing what really matters
A Vision for Something Better:
- Support tailored to the person’s real life — not a service template
- Staff who stick around and genuinely care
- Flexibility to organise support your way
- A team culture built on trust, respect, and shared purpose
- Real inclusion in community — not just participation in programs
- A support structure that reflects your family’s values
Practical Benefits:
- More value from NDIS funding — stretch the dollar further with smart, targeted decisions
- Transparent use of funds — you can see exactly where money goes
- Long-term sustainability through succession planning — building a support model that lasts beyond you
How services for one work
There are many variations, however commonly, the Service for One is set up as a legal structure such as a company or association with a board (often family members and trusted allies).
The board governs and provides oversight – ensuring compliance, safeguarding funds, and monitoring quality of life.
Support workers are directly employed to provide daily support and to help the person reach their goals.
Directors are unpaid volunteers – they do not receive salaries or dividends.
Transparency & Accountability
Services for One operate with strong governance safeguards, including:
- A Conflict of Interest Register where directors declare any personal interest.
- Clear separation between governance (board) and operations (support team).
- Use of systems like Xero and external payroll providers to maintain a transparent audit trail.
- Annual audits by accountants to ensure compliance with laws and policies.
How NDIS funds are claimed
There are many different ways, however commonly, like any other support organisation, a Service for One claims funds by multiplying:
Hours of support × NDIS Price Guide rate.
Families are transparent about the hours of support provided and can show evidence that these hours were delivered though payroll systems and shift reports.
Efficiency Savings
Because Services for One are small, flexible, and person-centred, they can achieve efficiency savings.
Efficiency savings are generated through reduced overheads compared to large providers, smart rostering, streamlined administration, and avoiding duplication of services.
These savings are NOT profit. Directors are NOT paid using these efficiency savings. All savings are reinvested in line with organisational policies, the purposes of the organisation as outlined in their constitution, ATO and ASIC Laws.
Examples of reinvestment include:
- Paying staff on-costs like leave and superannuation.
- Paying for costs to employ – book keeping, insurance, accounting software etc
- Providing staff training and professional development.
- Purchasing equipment or resources that support the person’s goals.
- Building reserves for continuity of support and long-term stability.
All of this is overseen by the board, linked back to the participant’s goals, and audited annually.
Download a guide that explains services for one
Common challenges and how we help
Feeling overwhelmed
It can feel like a lot to set something up yourself — especially if you’ve been carrying a lot already.
How we help: We break it down into small, doable steps. You get clear guidance, templates, and encouragement so you don’t have to figure it all out on your own.
Not sure what roles everyone should play
When you bring together family, friends, and paid staff, it can be tricky to know who does what.
How we help: We show you how to clearly define roles and responsibilities so expectations are clear and the load is shared in healthy ways.
Worrying about legal or admin stuff
Things like tax, payroll, insurance, or NDIS rules can feel confusing or intimidating.
How we help: We walk you through what’s essential and give you plain-language guidance and tools. You don’t need to become an expert — just get the right support and systems in place.
Finding the right people to support your loved one
Recruiting great team members who really get your family member can feel hard — especially at the start.
How we help: We help you clarify what you’re looking for, write strong job ads, ask the right interview questions, and build a team culture that people want to stay in.
Feeling isolated or unsure if you’re doing it “right”
It can be lonely doing something different from what everyone else is doing.
How we help: You’ll connect with other families on the same path, hear their stories, and realise you’re not alone. We create a space where you can ask questions, get support, and build confidence.
Wondering what happens if you can’t keep doing it forever
Many families worry: “What if I get sick, or I’m not here one day?”
How we help: We support you to plan ahead. You’ll learn how to document systems, involve others, and build something that can carry on beyond you.
Team issues or decision-making becoming messy
Without good communication, things can get unclear or tense.
How we help: We teach you how to set up clear decision-making processes, resolve conflict early, and create a team culture based on trust and shared purpose.
Feeling unsure about NDIS rules or funding
NDIS language and systems can feel like a maze.
How we help: We show you how to understand the parts that matter, keep simple records, and make confident funding decisions that align with your goals.
Inconsistent support quality
When staff aren’t on the same page, things can feel inconsistent.
How we help: We help you build a strong, values-aligned team with good handover processes, shared routines, and reflective practice — so your loved one’s support stays steady.