COVID-19 Update: The Latest Frequently Asked Questions

As always, and now more than ever, our clients’ wellbeing and safety are at the very centre of our practice.

With the COVID-19 situation changing daily, we understand that many of our clients and their families have questions about the services they receive and how they will be impacted.

On this page, you will find answers to the frequent questions we are being asked. This page will be updated regularly, so we encourage you to keep checking in for the latest updates.

CPA sites will be closed from Monday 21 December until Monday 18 January 2021. For any concerns or queries, our Client Service Consultants will be available from 4 January 2021 on 1800 378 888 or

If you have any concerns or would like to discuss your options in terms of accessing additional remote services, please call us on 1300 888 378, email, or contact your Client Support Coordinator (CSC).

COVID-19 and CPA Services Frequently Asked Questions

Please find below common questions being asked by CPA clients. These answers are based on the situation as at Friday 18 December 2020.

Where can I find the latest information on COVID-19 vaccinations?

While the COVID Vaccination has been approved for use in Australia, there is currently limited information about how the vaccination roll out will be completed. We do know that vaccines will be offered in order of priority based on Government directions. We also know that you will need a total of two doses to be fully protected. We recommend you take some time to read the Department of Health’s website for more information on the roll out plan for Australia. We will update this information as we learn more about the vaccine and how it will be rolled out.

For any concerns or queries, our Client Service Consultants are available on 1800 378 888 or

What is the latest Information on CPA programs and services?

All services delivered into group and private homes are currently running as normal. These are considered an essential service, and all CPA Support Practitioners will continue to follow the advice provided by NSW Health.

Planned holiday programs and services from 4 January 2021 onwards currently remain unaffected. If you are registered in one of these programs or services you will be contacted directly if anything changes.

For any concerns or queries, our Client Service Consultants are available on 1800 378 888 or

What is CPA doing to keep its Group Home residents safe at this time?

  • We have established a 24/7 hotline for Managers to access direct contact with one of our Senior Clinical Nurse Consultants. Should staff become concerned about the health of a client at any time, they can use this hotline and receive immediate support and assistance
  • All House Managers and Lifestyle Managers continue to follow our strict standard infection control and environmental cleaning procedures. We have held briefing sessions with all our managers to ensure they have the information they need to support clients and staff at this time
  • In preparation for an expected increase in workforce absences over this period, and as we move in to the flu season, all CPA Senior Managers are meeting daily to ensure business continuity and workforce management plans are in place for critical services such as our group homes
  • We are working closely with our purchasing teams to ensure all managers have ample access to essential supplies, including personal protective equipment, pantry and cleaning supplies.
  • We have provided all staff with Infection Prevention refresher training.
  • Our CEO, Rob White, is in regular contact with the Australian Government to get the most up to date advice for disability service providers. We are then implementing this advice accordingly.
  • We are restricting all non-essential visitors who have come from areas in NSW that are subject to increased testing to our Group homes, and have implemented additional screening requirements for all other visitors before they are permitted to enter
  • Based on the government’s advice, we are limiting large group gatherings of residents in the community. However, if a client is taken into the community, staff have been instructed to practice social distancing – which means avoiding crowds and small gatherings in enclosed spaces, and keep a distance of 1.5 metres between the client and others when out in public. This also means large shopping centres, cinemas, busy restaurants or public places.
  • Our staff have been asked to consult with clients, families and House Managers before carrying out any planned outings. We have also asked our staff to find ways to support activity in the home if required.
  • Any staff travelling with clients in a car or van, have been instructed to regularly wipe down high touch point areas including steering wheels, seat belts, and door handles with hot water and detergent, or anti-bacterial wipes.

What is CPA Telepractice?

We deliver CPA Telepractice

services by linking clinicians and clients via a web based digital video platform. You can connect for appointments from a range of locations including school, work and home.

CPA Telepractice enables you to access services wherever you can connect with a digital device, including mobile phones, tablets and laptops.

You can also invite other family members, service providers, and specialists to join you from their locations, all in the one appointment.

Learn more here.

What COVID-19 Safety precautions are CPA taking?

  • All CPA clients are screened and temperature checked on site at entry
  • Changes have been made to each of our sites to ensure that physical distancing can be safely followed, including the rearranging of furniture and appointment rooms
  • A maximum number of CPA clients are permitted on site at any one time to ensure that physical distancing can be safely followed
  • All clients enter and exit via a single entry point at every site, centre or home
  • We have implemented new sign in procedures for all visitors and staff
  • We have implemented extra personal hygiene and cleaning responsibilities for all visitors and staff to follow

Additional measures are in place for clients in our group homes including:

  • Strict standard infection control and environmental cleaning procedures
  • Ample access to essential supplies, including personal protective equipment, pantry and cleaning supplies
  • Infection Prevention refresher training for all staff

Restricting all non-essential visitors to our Group homes, and additional screening requirements for all other visitors before they are permitted to enter

Can I still access CPA Telepractice now that all sites and community centres are open?

Yes, many families have reported back how much they have come to appreciate the option of Telepractice, citing significant time and cost savings due to reduced travel times, and greater flexibility to manage sessions more easily within their broader family schedules. For these clients and families, Telepractice will still be an option

Is the CPA Dental Clinic running as normal?

Yes, the CPA Dental Clinic is running as normal however there may be longer than normal wait times for appointments.

Please remember that the CPA Dental Clinic is not an emergency dental service and only operates 2-3 days per week. In a dental emergency, please contact your doctor or 000.

Are CPA staff wearing face masks around clients?

Yes. In line with updated advice from the NSW Government, all frontline workers providing services directly to clients will wear face masks when delivering services.

Has CPA’s cancellation and no-show guidelines changes in light of COVID-19?

CPA’s current cancellation and no-show guidelines remain in place:

However, if you need to change or cancel an appointment due to concerns around COVID-19, please contact us to discuss cancellation arrangements.

To reschedule or cancel an appointment, please notify your service directly via your usual site contact phone number or email.

I’m a person living with a disability. Where can I go to access information and support?

The Department of Social Services has set up a Disability Information Helpline that provides information and referrals for people with disability who need help because of coronavirus (COVID-19). The Helpline can also help families, carers and support workers.

Learn more by clicking here, or contact the Helpline by phone on 1800 643 787.

Are there easy English or translated COVID-19 resources available?

Yes, there are a number of resources available as well as a range of community support services to support you with understanding what is happening at this time.