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Leaders in Complex Care, Backed by Experience
Trusted by support coordinators, hospitals, and allied health professionals across Victoria to deliver high-quality, person-centred complex care.
Leaders in Complex Care, Backed by Experience
Trusted by support coordinators, hospitals, and allied health professionals across Victoria to deliver high-quality, person-centred complex care.
Proven in Complex Care
Since 2017, we’ve supported over 150 participants with complex needs and employed more than 600 support workers spanning 20+ cultural backgrounds.
Our team brings deep knowledge, real-world experience, and unwavering commitment to getting it right every time.
The Hikma Standard
How We Are Built To Deliver Stability
Two foundations. Seven commitments. One outcome.
Built for complexity
The Structure
How we are built to manage complexity consistently
1
Coordinated Oversight
Every participant has a dedicated Housing Coordinator — one central person overseeing supports, aligning the team and stakeholders, and acting as the reliable point of contact for the Support Coordinator throughout.
2
Structured Support and Escalation
Housing Coordinators cover business hours. An after-hours line operates outside those hours. Night Supervisors are present across our homes overnight, so there is always experienced oversight in place.
3
Governance and Accountability
Supports are documented through ShiftCare. Weekly data reports go to Care Teams covering behaviour trends, incidents, and support delivery. Incident reporting follows a structured process with leadership review where required.
4
Intake Discipline and Suitability
Every referral goes through a proper assessment before a decision is made. We gather full context, assess compatibility, and say no when the fit is not right. That discipline protects participants, families, and staff.
The right people, consistently
The People
Who delivers the support and why it matters
5
Skilled and Consistent Staffing
Every participant has a dedicated roster of the same staff consistently. Workers are matched based on skillset, experience, and suitability. Familiarity builds trust, and trust is what allows support to work.
6
Training and Continuous Improvement
Staff complete training before they begin and receive ongoing development tailored to the participants they work with. This may include areas such as autism, trauma, mental health, and acquired brain injury, depending on individual need.
7
Cultural Safety and Fit
With over 20 cultural backgrounds across our team, cultural and personal fit is considered as part of how we match staff to participants. For many families, this has a direct impact on engagement and long-term stability.
What that produces
Long-term stability
The result is a stable home environment, consistent routines, and a better quality of life for every participant we support.
How We Deliver Outstanding Complex Care
Here’s how our dedicated structure delivers consistent, high-quality outcomes.
Housing Coordinator
Assigned to every participant to lead and coordinate all care, working directly with families and allied health.
Team Leader
Manage day-to-day operations and ensure responsive support delivery.
Expert Staff, Available 24/7
Staff are carefully vetted and trained in high intensity supports, available around-the-clock.
Night Supervisor
Provide expert oversight and immediate response to ensure consistent, personalised care during all hours.
Monthly Staff Meetings
Regular check-ins with input from allied health for wrap-around support.
Medication Management
Clear oversight systems and safe medication protocols.
Comprehensive Weekly Updates
We provide detailed weekly reporting to keep everything transparent and compliant (including service notes, incident reports, ABC charts, sleep logs and more).
Specialist Training
Behavioural support, restrictive practices, trauma-informed care, and more.
Who We Support
We’ve worked alongside people living with a wide range of medical, psychological, and behavioural complexities. Here are just some of the needs we support.
- Schizoaffective disorder
- Acquired brain injury (ABI)
- Dual diagnosis
- Autism Spectrum Disorder
- Schizophrenia
- Intellectual disability
- Post-Traumatic Stress Disorder (PTSD)
- Diabetes support
- Hoarding
- Self-injury and suicidal ideation
- Biploar Disorder
- High-intensity medical needs
- Down Syndrome
- Parkinsons Disease
- Cerebral Palsy
- Fragile X Syndrome
- Huntington’s Disease
- Complex and rare genetic disorders
- Dementia
Who We Work With
Connected With the Right People to Deliver Better Outcomes. Providing exceptional care requires strong partnerships. We collaborate closely with:
Government & Regulatory Bodies
- Department of Families, Fairness and Housing (DFFH)
- Child Protection (Victoria)
- Office of the Public Advocate (OPA)
- Victorian Civil and Administrative Tribunal (VCAT)
- Corrections Victoria
- Mental Health Tribunal Victoria
Hospitals & Public Health Services
- Royal Melbourne Hospital
- Monash Health
- Austin Health
- St Vincent’s Hospital Melbourne
- Northern Health
- Mercy Health
Forensic & Complex Needs Services
- Forensic care (Thomas Embling Hospital)
- MACNI (Multiple and Complex Needs Initiative)
- Glaser Clinic
Community Mental Health & Housing
- Mind Australia
- Neami National
- Cohealth
Allied Health
- Behaviour Support Practitioner (BSP)
- Occupational Therapist (OT)
- Speech Therapist
- Physiotherapist
- Dietician
- Exercise physiologist
Our Impact
Every story is proof of what’s possible when the right support is in place. See why families, professionals, and participants trust Hikma House.
Adrian’s Story
*Adrian came to Hikma House after experiencing an acquired brain injury that affected his behaviour and daily functioning. Before this, Adrian lived with his family but was struggling with frequent anxiety, aggression, and difficulty managing daily tasks. Previous supports did not fully address his goals for independence and community involvement.
We took time to understand Adrian’s needs and aspirations by collaborating closely with his family, allied health team, and support coordinators. Adrian shared that he wanted more control over his routine and to be involved in activities outside the home.
We carefully matched Adrian with support workers experienced in managing behavioural challenges and trauma-informed care. Our team received specialised training tailored to Adrian’s unique needs, ensuring consistent and compassionate support. Together, we developed a personalised care plan focusing on medication management, daily living skills, and community participation.
Since joining Hikma House, Adrian has made significant progress. He now experiences fewer behavioural episodes, with a reduction in hospital visits. Adrian confidently participates in weekly community outings, including local sports and social groups, and enjoys a structured daily routine that supports his wellbeing.
* Adrian is not the participant’s real name. Our participant has been de-identified to protect their privacy.
Let’s Talk About Your Complex Care Needs
At Hikma House, we understand that every complex care situation is unique and deserves thoughtful, ethical, and culturally respectful support. Whether you’re a support coordinator, allied health professional, family member, or advocate, we’re ready to listen and partner with you.
We focus on building care plans that truly fit each person and provide the support they need every step of the way.
Get in touch with us today, we’re here to help.