FAQs - Community Services

1. How can I start benefiting from Community Services?

The first point of contact is the Social Work team of Aġenzija Sapport. A person with disability requiring a Community Service will first be assessed by a Social Worker and once service is approved, a plan of service is drawn up to meet the requirements of the service user.

2. How can I contact the Community Team?

The Community Team may be contacted on 2256 8000 during the Agency’s opening hours (Monday to Friday between 08:00 and 16:30). The Team also has on-call system for service users once service commences, even for emergencies outside of office hours.

3. Who provides the service?

A team of qualified professionals will be involved from the service commencement to the overall provision and review of service. The team consists of a Service Manager, Service Leader, Support Executives, Administrators, Occupational Therapist and Support Workers.

4. When is service provided?

Community Service can be provided from Monday to Friday from 07:00-20:00 and on Saturdays from 07.00-16.00 excluding Public and National Holidays, according to the needs of the service user and according availability of resources. Emergency or special requests such as family weddings are to be made to the social workers and are considered on individual basis and can be granted service outside these hours.

5. What is Occupational Therapy and how is it involved in Community Services?

Occupational Therapy services include, but are not limited to, the assessment, education of, or consultation with, the individual, family or other persons; and interventions directed towards improving participation in daily activities. The Community Services involve Occupational Therapy to create Individual Support Programmes, which are comprehensive and include purposeful activity and intervention.

6. Do I have to pay for Occupational Therapy?

Once service commences, you will have access to the services of an Occupational Therapist on a needs basis. The service is free of charge and can be provided on request or by referral of the social worker or community personnel. 

7. What if the Support Workers cannot provide services when I need it?

The Agency also administers schemes that can be used as an alternative. These are the Direct Payment, Independent Community Living schemes and Personal Assistance Fund. Using this type of service means you will be able to work with a carer or Support Worker of your choice should our staff be unavailable. You will be able to coordinate the service as you require and will be subsidised by Aġenzija Sapport.

8. What if I don’t like the person providing my service?

The Community Services team does its utmost to match staff with service users in the best way possible. Sometimes the matching may not be the best possible due to limitations of service delivery and or different characteristics of personalities. When this occurs the matter is discussed to ensure that there is no conflict in relation to optimal service delivery. Should no solution to the issue be found, possibility of changing the staff or exploring alternative methods of service provision will be considered.

9. Are all workers Maltese?

Aġenzjia Sapport supports equal opportunities and adopts an all-inclusive philosophy. All persons employed by the Agency are qualified and trained according to national standards. We do strive to avoid challenging situation related to language barriers.

10. Can Support Workers give me my medication?

Support Workers employed by Aġenzija Sapport are permitted to give medications as instructed and prepared by the service user’s guardian or medical professional.

11. Are staff trained and qualified?

A recognised qualification at MQF Level 3 or higher (minimum of 60 ECTS/ECVET) in the health and social sector (eg. MCAST Diploma in Care); A recognised qualification or award at MQF Level 3 in the health and social care sector or a related and relevant field, together with a minimum of two (2) years formal and relevant work experience as a Support/Care Worker; Three (3) years relevant work experience as a Support/Care Worker in the fields of disability, mental health or a relevant social sector; one (1) year (equivalent to full-time) of which may be in the voluntary sector. This needs to be supported by a formal letter from the entity, and needs to be related to the disability and/or mental health sector.
12. Is the service free?

Yes, the service is free of charge. Direct Payment, Independent Community Living and Personal Assistance Fund provide a subsidy for service provision which is bought from a number of outside agencies by the service user him/herself.
13. Are there any expenses requiring payment on behalf of the service user during Community Services?

If service is provided by in-house Support Workers transport and fuel costs are covered by the Agency. The service user has to cover expenses related to parking / entrance fees. If the service user is unable to cover these expenses, alternatives are explored so as to reduce the expenses whilst providing a comprehensive service. 

14. Can I use Community Services for transport?

Community Services provides the opportunity to the service users to go from one place to another by transport. This is intended to empower the service users to ameliorate their daily living activities and needs in everyday life. However, Community Services cannot be used as a means of transport.
15. Can I use the service as “baby sitting”?

The service is not intended for “baby sitting”. The service is provided with a purpose to improve the quality of life of the preson with disability through skill enhancement and socialisation.
16. I have a number of medical appointments that I need to attend but no one to accompany me. Can you help me?

Yes, we can provide a service tailor-made to your request depending on the number of medical appointments you need to attend.

17. I am responsible for a person with challenging behaviour. Will you still be able to provide services?

Staff is trained to handle persons with challenging behaviour. The Community Services team will create an appropriate programme for the person together with several other professionals to involve that person in everyday activities whilst minimising the risk of injury for both the service user and staff. Should the service be unable to cater for the needs of the person, Agency professionals will help the person explore other alternatives which are more suitable. 

18. I am not always available at the same time or on the same days. Can I still utilise Community Services?

Service regularity is dependent on the service user’s needs and based on the availabilities of the human resources available. The Community Support Workers will provide service based on a monthly schedule of assigned shift times. If you require a more flexible form of Community Service, it is recommended that you opt for Direct Payment or Independent Community Living for more control over service provision and times. 

19. I am not yet accessing Aġenzija Sapport services but I am now unable to care for myself or the person with disability I am responsible for. I need urgent help. What can I do?

Community Services does provide service on an emergency basis according to availability of resources and following an in-depth assessment conducted by the Social Work team. Please contact the Social Work team on 22568000 for more information.

20. My family member is able to provide the service through Direct Payment/Independent Community Living. Is this allowed?

There are policies in place for each service provided. Community Services try to reduce service provision by first family members due to necessary respite required by the family. There is also the carer’s pension provided by the Government of Malta. More information can be requested through the Social Work service on 2256 8000.
21.  I already receive another service from Aġenzija Sapport. Can I also access Community Services?

Depending on the service required, Community Services can be accessed in conjunction with:
    1. Social Work Service
    2. People Assistance Scheme
    3. Day Services
    4. Sign Language Interpretation
    5. Sharing Lives

If a person resides in one of the Agency’s residences, Community Services cannot be accessed.​​