Our Coronavirus Response

Our Response 

As the Coronavirus (COVID-19) situation continues to unfold, our number one priority is to safeguard our vulnerable clients and their support staff. This means we are having to make some changes to the way we deliver services.

LiveBetter will continue to base any decisions regarding delivery of services on the latest advice from the relevant health authorities with your health and wellbeing front of mind.

Please keep an eye on this page for the latest updates. If you have any concerns or questions call 1800 580 580.

What we're doing

Our number one priority is to safeguard our clients and their support staff, whether they are an older person, living with a disability or a resident in one of our Supported Independent Living group homes.

We've activated a number of additional controls including:

  • All frontline staff in NSW now must wear masks while working indoors
  • All staff complete a temperature check before commencing a shift
  • We continue to follow hand hygiene practices and social distancing
  • We are following infection control procedures when handling food and ensuring proper cleaning of equipment and surfaces
  • We are ensuring all visitors have their temperatures checked and visitor declaration forms are completed at all our locations
  • We will no longer permit any visitors that have visited a hot spot location listed on the NSW Health website

We will continue to base our decisions on the latest advice from the relevant health authorities with your health and wellbeing front of mind.

Disability Customer Update 30/12/20

Visiting our Disability Accommodation facilities

Due to the evolving situation in Greater Sydney, NSW Health has provided new advice regarding visitors in Disability Accommodation settings. From 30 Dec 2020:

  • Visitors from Greater Sydney are not permitted in any of our accommodation settings, unless they are providing essential caring functions. This replaces the previous advice permitting 2 visitors per day.
  • There are no restrictions on visitors from regional locations visiting our accommodation settings.

We are requiring all our staff to wear disposable surgical masks in indoor settings, and any of our staff that have been in any of the locations listed on the NSW Health website will be excluded.

Visiting Sydney
NSW Health has issued very strong advice discouraging anyone from a disability accommodation setting to visit Greater Sydney, unless the visit is essential (such as a medical appointment). Below is a quote from NSW Health:

If a resident makes a decision to leave the facility to attend a family gathering or excursion, it is appropriate from a risk perspective for the facility to advise a resident that they may be required to go into 14-day self-isolation upon return

Please advise us if you have plans to visit Sydney with the person we support, and be aware that they may not be able to return directly to our services without undergoing a COVID-19 test and completing the required period of self-isolation.

Please visit health.nsw.gov.au for the latest COVID-19 case locations to ensure you are aware of the ever-changing list of impacted venues and local government areas.

What to do if you suspect you are unwell

If you are concerned that you or your loved one may be infected:

• The national 24/7 hotline triages people with respiratory symptoms and those who are concerned about contact with a possible Coronavirus case. If you think you may be infected you can call the triage hotline on 1800 020 080.

• Suspected Coronavirus patients can present in person to a GP clinic, a dedicated respiratory clinic or to a hospital ED if they call ahead.

• Please notify us ASAP by calling 1800 580 580.

We will continue to remain in touch with you as any advice changes, however please contact our dedicated customer service hub on 1800 580 580 over the holiday season should you have any concerns

What can you do to assist?

We will continue to provide services to you, but request your assistance to help keep everyone safe. Here are a few ways you can assist us:

  • We ask for your patience – so we can all get back to 'normal' as soon as we can.
  • It’s understandable that you may need to cancel your service if you become ill or for another reason. We ask that you give us as much notice as possible. The NDIS services cancellation policy was updated on 25 March 2020. Current information can be found at ndis.gov.au. LiveBetter’s aged care service cancellation policy differs between services so please speak with your coordinator directly.
  • Please adhere to good hygiene practices and take care when interacting with people – this is your best defence against COVID-19. We take social distancing seriously as our staff often provide care for multiple individuals and families - we ask that you do the same.
  • Respect our staff – many of our support staff are managing their own challenging personal situations and are implementing difficult changes. If you have concerns, please raise them with your local coordinator, by calling 1800 580 580, or by using the contact form on our website.
  • Update your contact details – communicating changes with you is more important than ever and we want to ensure we can get in touch. Call us on 1800 580 580 and let us know your current address, mobile phone and email address.

Links & Resources

What can people do to protect themselves and others from getting COVID-19?


(released 5th February 2020) 1.33 min video

How to wash your hands

(released 20th October 2015)

Links & Resources

Important information/links you should know:

Given the substantial interest in the media about COVID-19 and the amount of information circulating, we suggest sticking to these reputable information sources:

What can people do to protect themselves and others from getting COVID-19?


(released 5th February 2020) 1.33 min video

How to wash your hands

(released 20th October 2015)