Who Should I Call?
Business hours 8am–4.30pm, Mon–Fri. After-hours on-call for urgent matters.
One number, any hour
Answered 24 hours a day, 7 days a week — by a real person, not a machine.
Everything comes through here. Tell us who you need — your coordinator, the nursing team, SIL, programs, aged care — and we’ll put you through.
If it’s outside business hours and it’s urgent, ring anyway. That’s what the number is for.
We publish one number and one address rather than a list, so our teams’ inboxes and phones stay clear for the people who need them. To reach a specific coordinator directly, use the form below — it goes straight to them.
Book a time with Brett
Not a receptionist, not a callback queue — Brett’s own calendar. Pick a time that suits you and you’ll only be shown slots he’s genuinely free. 30 minutes, in person or on the phone, confirmed straight away.
Brett is a Director here, and the parent of a daughter with complex needs. If you want to ask the awkward questions, ask him.
See available timesYou’ll be asked what you’d like to talk about, so he can come prepared. A sentence is plenty.
Don’t want to ring? Try Quick Answers
Questions about your rights, privacy, cancelling a shift, getting an advocate or raising a concern? Open Quick Answers in the bottom corner of any page — it searches our Client Handbook and answers straight away. No waiting, no form.
It’s a search tool, not a person, and it only knows what’s in the handbook. For anything urgent or specific to your plan, please call us.
Our three Gladstone sites
Boowan Court
2/2 Boowan Court
Callemondah QLD 4680
First floor: an open space for the people we support.
Second floor: our Operations Manager Kirstie, the Scheduling team and our Community Coordinators.
Mon–Fri, 8am–4.30pm.
Tank Street
20 Tank Street
Gladstone QLD 4680
Home to our Nursing Team, Compliance Team, Finance Team, SIL Team, Training and Aged Care.
Upstairs: a two-bedroom apartment kept for emergency accommodation and short-term stays.
Mon–Fri, 8am–4.30pm.
Herbert Street — Brave Minds
11 Herbert Street
Gladstone Central QLD 4680
Brave Minds Counselling, our counselling service. Separate room, separate front door, separate records.
Bookings direct on 0432 367 467, or through the Brave Minds page.
The first floor at Boowan Court — free to use
We gave the entire first floor over to an open space for the people we support. Pool table, craft, Lego, TV, speakers, board games, puzzles, ping pong — you name it, we've probably got it up there.
It’s free for Lionheart clients to use while they’re receiving supports. Come up with your support worker any time we’re open — no venue fee, no program fee, no booking. Your support time is funded the way it always is; the room, the gear and everything in it cost you nothing.
It isn't a program with a start time — just a room to use.
Two ways in — pick whichever suits you
You don’t have to tell us everything to start a conversation. Plenty of families want to see who we are before they hand over a diagnosis, a plan and a phone number, and that’s completely reasonable.
Either way, you can skip the form and ring (07) 4910 8777 instead.
Meet and greet
A conversation first. No plan details, no diagnosis, no commitment.
- Your name and how to reach you
- Where you’d like to meet, and when suits
- Roughly what you’re interested in — that’s enough
- No NDIS number, no plan details, no diagnosis
- Walk away afterwards if we’re not the right fit
Opens our booking form in a new tab.
Full referral
For when you know what you need and want supports underway.
- Participant and contact details
- NDIS number, plan dates and how the plan is managed
- The supports you’re after
- Anything clinical we need to know before we start
- Who else is involved — support coordinator, family, health team
Anyone can submit one — participants, families, support coordinators or other providers. You can save a part-finished form and come back to it with Save and Complete Later.
Open the referral formOpens our referral form in a new tab.
Message a coordinator
Pick your coordinator from the list, write your message, and it goes to them directly rather than into a general inbox.
We use a form rather than publishing our coordinators’ email addresses, so their inboxes stay clear for the people who actually need them. Every message also copies the office, so nothing sits unread if someone is away.
Opens our message form in a new tab.
Not sure who your coordinator is? Choose “Not sure — send it to the office” at the top of the list, or just ring. Either works.
Telling us when something isn’t working
We don’t always get it right. We work hard to, and we get closer every year — but with more than 200 staff supporting people around the clock, things will sometimes go wrong. What we can promise is that we’ll own it, look at why, and change what needs changing.
Feedback is what drives our continuous improvement — a lot of what we do best started as a suggestion from a family or a support worker.
Any of these are fine: tell your support worker, call the office on (07) 4910 8777, email office@lionheart.care, or use the form below. Anonymous is fine too, though it does make it harder for us to come back to you.
You can bring an advocate, a family member or a friend to any conversation about it.
Compliments are worth sending too — we pass them on to the person they’re about.
Every incident, complaint and compliment goes into DCIQ
In July 2024 we went live with DCIQ, the risk and incident management platform built by RLDatix — the same system used by hospitals and health services around the world. Every incident, every complaint and every compliment is logged, tracked, investigated and closed out in it, with the whole trail kept.
It means patterns show up early, rather than six months after somebody first mentioned something.
RLDatix announced the partnership publicly in September 2024. Read their announcement.
Our risk, incident and feedback management platform
Where your feedback goes
However you send it — a word to your support worker, a phone call, or the form below — it gets logged in DCIQ and tracked to a close.
Other resources
Looking for a sponsor?
We sponsor a number of local teams and community events across Gladstone each year — some sporting, some not. If you’re running a local team, event or fundraiser and think we’d be a good fit, get in touch.
Ring (07) 4910 8777 or email office@lionheart.care and mention sponsorship.
Still not sure who to ask?
Ring the office and say what's going on. Whoever answers will either help you or put you through to the person who can — any hour.