Frequently Asked Questions

CatholicCare provides a range of social and community services that support individuals, children and families through different stages of life. Our focus is on care, wellbeing, relationships and strengthening communities.

Our services are available to people of all backgrounds, beliefs and life circumstances. You don’t need to be Catholic or connected to the Church to access support.

Depending on your needs, we offer services such as counselling, family and relationship support, parenting programs, care services and community programs. Some services have their own eligibility criteria, which are explained on individual service pages.

CatholicCare provides services across the Catholic Diocese of Wollongong, spanning the Illawarra, Shoalhaven, Southern Highlands and Macarthur regions.

Yes. We work with people from all cultural, social and religious backgrounds and aim to provide respectful, inclusive and culturally safe services.

All CatholicCare services are delivered by appropriately qualified professionals. Staff hold relevant qualifications and experience for their roles and work in line with professional standards and regulatory requirements.

If you’re unsure where to start, you can contact our team and talk through your situation. We’ll help you understand what support is available and guide you to the most appropriate service.

We don’t provide direct financial payments, but we can help by offering counselling, support and referrals to services that specialise in financial assistance, budgeting and emergency relief. If you’re experiencing financial stress, we can help you work out your options and next steps.

Please visit our Resources page to view outside services, or contact us.

Yes, in many cases you can contact us to ask about support for your child, a family member or someone you care for. Depending on the service, we may need consent from the person receiving support, and we’ll explain that process clearly.

We want our services to be accessible as possible. If you need language support, help with communication, or have accessibility requirements, please let us know when you contact us and we’ll talk through available options.

If we’re not the right service for your situation, we’ll do our best to guide you to other organisations or support options that may be able to help. Our aim is to make sure you’re connected to the most appropriate support available.

You can contact CatholicCare by phone or through our website. Some services allow self-referral, while others may require a referral from another organisation. We’ll let you know what’s needed.

This depends on the service. Some programs accept self-referrals, while others require a referral from another organisation or professional. We’ll explain what’s required when you get in touch.

We aim to respond as soon as possible. Response times can vary depending on the service and the number of enquiries we’re receiving, but we’ll keep you informed about what to expect.

When you get in touch, we’ll listen to your situation, talk through your needs and help you understand the next step. this might include booking an appointment, explaining eligibility, or connecting you with a more suitable service if needed.

Wait times vary depending on the service and demand. When you contact us, we’ll talk with you about availability and expected timeframes and discuss suitable options.

Some services are offered in person, while others may be available online or by phone. Availability depends on the service and location, and we’ll talk through the options with you.

Some services are free, while others may involve a fee depending on the program and funding arrangements. Any costs will be explained clearly before you begin.

Your first appointment is a chance to talk about your situation, your needs and what you’re hoping to get from the service. We’ll explain how the service works and discuss next steps together.

Yes. We respect your privacy and handle personal information in line with our privacy and confidentiality policies.

Our services operate during business hours. If you need immediate or crisis support outside these times, we’ll help connect you with 24-hour services such as Lifeline (13 11 14), which provides confidential crisis and mental health support.

We welcome feedback, including compliments, concerns or complaints. This helps us improve our services. You can find details on how to provide feedback on our Contact Us page.