Welcome to Melba Support Services   Click to listen highlighted text! Welcome to Melba Support Services

A Warm Welcome

Melba welcomes Participants, Families and Staff from Government Disability Services

Photo of Alex and Lily, supported at Melba, together at Melba Ave

We are delighted that new participants, families and staff will be joining the Melba team, following the State Government’s transfer of disability services to non-government providers as part of the transition to the NDIS.

From the second half of 2019, Melba will begin employing about 500 Government staff and providing accommodation and respite services to up to 650 participants at more than 80 service sites in southern Melbourne, Inner and Outer Gippsland, the Wimmera and Central Highlands regions. The Government’s decision to select Melba as a preferred provider follows a comprehensive tender process.

We support the Government’s desire to have a smooth transfer of services, so that all participants, families and staff feel supported and are absolutely committed to making the transfer an overwhelming success for everyone.

We will be working during the transfer readiness phase to ensure all questions are answered and that we hear what everyone expects and needs from us. This includes people we currently support as well as those we will be supporting in the future, along with our current and future staff.

For new participants, families and staff, the first step will be to talk about what they want from this change – and introduce how we currently work.

We know it is going to be a learning curve for all of us, but we want to learn about the good things our new friends do – or want to do – just as we hope they are interested in how we can support them.

In the end we have the same goals: empowering people to live the life of their choosing, and supporting each person’s likes, dislikes, hopes, dreams and aspirations.

This commitment will be achieved through providing a safe and secure environment so that people – staff and participants – can flourish.

Throughout the transfer, we will devote part of our website to answering questions and keeping everyone up to date. Please keep checking in – and join us on Facebook to keep up with all our news.

We look forward to meeting personally individuals, their families, staff and their union representatives in the coming weeks.

If you have any questions, contact us on 1300MYMELBA or email us on

In the end we have the same goals: empowering people to live the life of their choosing, and supporting each person’s likes, dislikes, hopes, dreams and aspirations.

Melba’s Mission and Vision

Frequently Asked Questions (FAQ)

Melba is honoured to have been selected as a future provider of transferring Government shared supported accommodation (SIL) and respite (STAA) services.

We are committed to working closely with Government and making the transfer an overwhelming success for everyone.

We understand that many of you will have questions. We want to hear your questions and your ideas.

We have created this FAQ document to provide you with information in addition to the factsheets we prepared. It is part of an ongoing conversation. We will continue to update this document in the coming weeks to respond to your questions.

If you would like to talk to us, please call on 1300MYMELBA or email

Where will Melba be delivering transferring services?

Melba will deliver transferring accommodation and respite services in parts of southern Melbourne including the Mornington Peninsula, inner and outer Gippsland, Central Highlands and parts of the Wimmera ( List-of-Locations-of-Transferring-Services.pdf).

When will Melba commence delivering transferring services?

We will commence delivering services in August 2019 in the Central Highlands and
Wimmera, and in all other areas in September 2019.

Will transferring services be provided by the same staff?

Yes. There will be no change in staffing arrangements as a result of the transfer. Melba values the skills, knowledge and experience of existing DHHS staff who will be seconded to Melba.

Will I get the chance to meet senior managers from Melba before the transfer?

Yes. We are looking forward to meeting as many people as possible at the ‘Roadshow’ meetings in September being arranged by DHHS.

We have also planned other opportunities to meet with individuals, their families and staff prior to the transfer. Building strong relationships is a vital part of ‘The Melba Way’.

Will I receive more information about Melba before the transfer?

Yes, we believe good communication is critical. We will keep you informed every step of the way through a wide variety of approaches including meetings, letters, email, visits to group homes and respite facilities, newsletters and updates on our website. We will ask you how you prefer to receive information.

Why did Melba want to part of this process?

We believe that accessing excellent accommodation and respite services is a fundamental right for Victorians with disabilities. We believe these services are critically important to individuals’ quality of life and provide essential support for families. We want to continue our proud history providing these services.

Is Melba committed to high quality services and safety?

Yes, absolutely. We are a ‘Zero Tolerance’ organisation with an outstanding track record in making sure people are safe from abuse or neglect. We are passionately committed to upholding people’s human rights and have been recognised internationally for delivering person-centred excellence at the ‘distinction’ level.

We are equally committed to the safety of our staff.

How does Melba deliver services?

Our approach is guided by ‘The Melba Way’ a human-rights, values-based framework driven
by the people we support. Every person has a set of unique skills, abilities and
characteristics. Honouring the uniqueness of each individual is at the core of Melba. The
person comes first!

Our service delivery model focuses on one person at a time, minute by minute, hour by hour, day by day. We work with the person to hand craft their supports through listening, being creative, and being responsive.

We continuously test our approach by checking whether the person’s needs have been met at any given moment, and whether our response is relevant, effective and positive so that everyone can live the life of their choosing.

What is Melba’s approach to DHHS staff?

We will continue to employ and support former DHHS staff and will nurture their jobs and careers under existing DSEA terms and conditions.

We understand that staff are the key to excellent service provision and are committed to supporting them in their work and continuing careers.

We believe that the key to achieving superior quality of life for individuals is to empower staff to support people to achieve their goals and lead great lives.

Will transferring staff still get training?

Yes. We strongly believe in continual and regular professional training and creating
development opportunities for our staff.

Will existing services at Melba change?

No, there will be no change to our existing services. We are committed to maintaining the .excellent services we currently provide. Our rights-based culture and ‘The Melba Way’ will continue to be the basis of all services we deliver.

How can I contact Melba if I have more questions?

You can contact us by calling 1300MYMELBA or emailing

We look forward to hearing from individuals, their families and transferring staff.

Feel free to download the above FAQs and Location information by clicking on the buttons below.

Jenny and David’s Story

We have a number of stories of how we work closely with the individuals we support to live fabulous lives and help them to achieve their dreams and goals.

One such story comes from Jenny McCallister, who has taken the time to speak about her own experience in relation to the high quality of support provided to her son, David, who lives in one of Melba’s existing residential services.

What’s really stood out for Jenny is Melba’s passion for providing a personalised level of support that goes above and beyond for her son David.

Hayley Dean on the State Government’s transfer of disability services to Melba

Hayley Dean, Chief Outcomes Officer, shares her story about her recent experiences meeting with the individuals we will support, their families, as well as the Department of Health & Human Services (DHHS) employees who are transferring to Melba. Hayley shares what she’s personally taken away from these recent visits.

Contact us

If you would like to talk to us, please call on 1300MYMELBA or email

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