Lisa’s Story
How the right support helped one woman go from feeling overlooked to living life on her own terms
Lisa is 56, and she’s been with St Jude’s since 2019. But before that, things looked very different.
For a long time, she was receiving support from another provider, and on paper, it was all in place. But the reality didn’t match. Communication was unclear, services were delayed, and the support she received often felt inconsistent. Staff weren’t always confident with manual handling, and Lisa, who requires a standing hoist for transfers, didn’t always feel safe.
“My individual needs and preferences were not fully understood or prioritised,” she says. “It impacted the quality of support I received.”
It’s the kind of experience that erodes trust slowly. Not one dramatic failure, but a steady build-up of small ones: missed cues, changing faces, a growing sense that the system was running on its own schedule rather than hers.
A different kind of support
When Lisa transitioned to St Jude’s, the first thing that changed was the structure around her.
She moved from 1:1 support to 2:1, with staff who were properly trained in manual handling. That shift alone made an enormous difference to her safety and comfort. Transfers became something she could rely on, not something she had to worry about.
But it wasn’t just the staffing ratio. It was the consistency. The same people, showing up in the same way, understanding how she likes things done. That kind of continuity might sound simple, but for someone who’d spent years without it, it changed everything.
“I feel more supported,” Lisa says. “My needs are being met in a more reliable and person-centred way.”
Getting out and about
Lisa receives support with activities of daily living and community participation, and both have opened up her world in ways that go well beyond the practical.
She’s started going out for lunch and dinner with friends more regularly. She enjoys people-watching, playing games, grabbing a snack while she’s out, and going for small walks. They’re the kind of everyday things that most people take for granted, but for Lisa, each one represents a choice she gets to make. And that matters.
Through those outings, she’s built real friendships and connections in her community. “These opportunities have increased my confidence in social situations,” she says, “and supported me in developing meaningful relationships over time.”
Growing independence
One of the most significant shifts since Lisa started with St Jude’s has been her growing confidence in managing her own life.
She’s become more independent with personal care and her daily routine. She’s better at communicating her needs and making decisions about how her day looks. And she’s developed a skill she’s genuinely proud of: planning. Lisa describes herself as “a good planner,” and says she’s getting better at it day by day.
That might not sound dramatic, but it is. Being able to look ahead, organise your time, and feel in control of your own schedule? That’s independence in its truest form. It’s not about doing everything alone. It’s about having the confidence to direct your own life, with the right people alongside you.
What Lisa is proud of
When asked what she’s most proud of, Lisa doesn’t point to one big moment. She talks about the whole picture: becoming more independent, building her confidence, maintaining her routine, and engaging in activities that are meaningful to her.
That kind of quiet, steady progress is often the most powerful. It’s not a dramatic before-and-after. It’s someone waking up each day feeling more capable, more connected, and more in control than the day before.
If you’re looking for support that puts you first
If Lisa’s experience sounds familiar — if you’ve felt unheard, unsupported, or unsure whether your current provider is the right fit — you’re not alone. And you don’t have to stay in an arrangement that isn’t working.
At St Jude’s, we’ve been supporting people with disability across Western Australia and Queensland for over 40 years. We provide in-home support, community participation, allied health therapies, support coordination, and a full range of NDIS services, all built around you and what you want from your life. We don’t provide NDIS funding (that comes from the NDIA), but we help you make the most of the funding you have.
Whether you’re thinking about switching providers or exploring NDIS supports for the first time, we’re here when you’re ready. Get in touch or call us on (08) 9279 4343 (WA) or (07) 2800 6050 (QLD).
You don’t need to have everything figured out before you reach out.
ADL supports help with the everyday tasks that keep life running, including personal care, meal preparation, household routines, and getting ready for the day. The goal isn’t to do everything for you, but to provide the right level of help so you can maintain your routine safely and with dignity.
Community participation support helps you get out and engage with the world around you. That might mean attending social events, joining a group activity, going shopping, or simply spending time in your local community. It’s about building connections, confidence, and a sense of belonging outside your home.
Yes. You have the right to choose your providers, and you can change at any time. If your current support isn’t meeting your needs, your Support Coordinator can help you explore other options and manage the transition to a new provider.
2:1 support means two support workers are present for one participant. This is common when someone has higher physical support needs — for example, requiring assistance with transfers using a hoist. It’s designed to keep both the participant and the support workers safe during tasks that need more than one person.
If you feel safe, heard, and supported in a way that reflects your goals, that’s a good sign. If something doesn’t feel right — whether it’s staffing, communication, consistency, or the way your needs are being met — it’s worth raising it with your Support Coordinator or contacting your provider directly. You deserve support that works for you, not the other way around.
