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Take a look at the Chief Executive Officers (CEOs) in almost all Australian industries, and you’ll notice just 22 per cent of them are women. Examine that 22 per cent more closely, and you’ll find Jane Kittel.

Jane is the CEO of the MPM Group – Australia’s largest group of National Disability Insurance Scheme (NDIS) plan management providers, supporting more than 60,000 NDIS participants across the nation.

Her career began in financial services in 1986. From that point, she climbed the ranks of the Westpac Group to become the first woman in more than a century to lead its Pacific banking operations, and later BankSA in South Australia.

Commencing with My Plan Manager in January 2020, Jane led a significant transformation of the company as it invested substantially in its people, processes and technology to provide the highest level of service and innovation.

In 2022, she led the MPM Group’s acquisition of National Disability Support Partners (NDSP).

A former Director and Chair of multiple boards, a current Member of the Australian Institute of Company Directors, and an alumna of Harvard Business School, Jane is a female leader and changemaker at a time when women are under-represented in all key decision-making roles in the Australian workforce.

In honour of International Women’s Day, we spoke with Jane about what drives her, why she entered the disability sector, and how she leads the way for women at MPM Group.

Here’s what Jane told us.

Q. Women are under-represented in all key decision-making roles across the majority of industries in Australia. What drives you to succeed in leadership?

A. I love the sense of achievement that comes with leading a business and the satisfaction of being able to make a difference.

I am passionate about working with people and helping clients, and I have always loved learning and challenging myself and others to do better. These are the things that motivate me to succeed in leadership.

Q. What inspired you to become a disability sector CEO?

A. I had reached a point in my life and career where I wanted to find a role that enabled me to contribute more and make a positive difference to the community.

I felt that the depth and breadth of my business experience, combined with a real commitment to – and love of – helping people, could add real value to the growth and transformation occurring in the NDIS and the broader disability sector.

Q. What initiatives do you prioritise within the MPM Group to promote gender equality?

A. A couple of the key initiatives we have prioritised in the area of gender equality include:

1. Creating conditions where everyone can succeed – underpinning this has been our focus on creating an inclusive company culture, supporting a safe and respectful workplace, implementing a flexible work policy and family violence leave, committing to gender pay equity and measuring it annually, and supporting progression and leadership opportunities for women.

2. Leading by example by ensuring we have gender balance in our Executive and management roles.

Q. What strategies have you seen succeed in supporting women to earn, learn and lead?

A. Throughout my career I have been fortunate to work within – and lead – some truly innovative organisations, and I have also had the opportunity to learn from staff and peers in those businesses and others.

Some of the most effective strategies I have seen for supporting women to excel in their chosen careers have been:

1. Creating workplace flexibility with demonstrated leadership from both men and women at the top of the organisation.

2. Enabling young women to see themselves in a leader (make sure there are female role models in leadership positions).

3. Setting organisational targets for gender equity in management positions and regularly reporting on progress.

4. Encouraging mentoring and sponsorship of women to provide general guidance, advice and support.

5. Measuring and monitoring gender pay equity.

Q. As a leader, how do you ensure diverse voices and perspectives are heard and valued?

A. Being open to the perspectives of others, and to the opportunity they present for your own learning and development, is a vital trait for leaders. That means I always seek to create an environment where the voices of staff and leadership are heard and respected.

Important to this approach is:

1. Listening actively and empathetically – seek to understand the perspectives, experiences and emotions, and be open minded, curious, and respectful.

2. Creating a safe and trusting space for employees to share their thoughts and feedback – recognise and reward people who speak up and ask the tough questions.

3. Encouraging participation, collaboration, and teamwork.

4. Recognising and rewarding diversity – acknowledge and celebrate achievements and contributions of people right across the company.

5. Role modelling and mentoring diversity – demonstrate and bring to life the values, principles and expectations of diversity and inclusion in our actions and interactions.

Q. What is a ‘female leadership’ moment where you felt proud?

A. In 2006, I was leading Pacific Banking for the Westpac Group across seven countries. My first visit was to the Solomon Islands business, and I was surprised when having met with one of our team leaders there, a woman with more than 25 years’ experience asked to shake my hand and congratulate me.

Her genuine warmth was fantastic. I wasn’t sure why she wanted to congratulate me. It turned out that her offer of congratulations was because I was the first woman to lead the Pacific Bank in more than a century.

Prior to that conversation I hadn’t focused on the significance of that milestone, but she certainly was. She was pleased and proud, and viewed my appointment as an achievement for her and other women in what is a very patriarchal culture and, of course, it was! It really brought home to me the importance of role models and being able to see people like you in leadership positions that you can aspire to.

Q. Do you have words or a motto you live by?

A. I don’t really have a motto as such, but I’ve always operated on the basis that I never walk away from an opportunity, and I always seek to learn new things!

Q. Is there a woman who’s inspired you in your life – and if so, how?

A. My Mum! She ensured me and my siblings received a good education and encouraged us to aim high so we could have a better life.

It’s this focus on learning that has really stood me in good stead right throughout my life.

Q. What advice would you give to women aspiring to leadership?

A. Find your passion in life and work and enjoy it!

Be positive and confident. Trust your instincts and seek out opportunities – and grab them with both hands!

Remember to always remain true to yourself and let your personality shine through.

Q. What traits do you admire in women in business?

A. In my experience, successful women in business that I’ve admired share the following traits:

Q. What does this year’s IWD theme – ‘Count Her In: Invest in Women. Accelerate Progress.’ – mean to you?

A. Some years ago, I had the privilege of working in developing countries in the Pacific region for four and a half years, and I saw quite clearly the difference you make by investing in women, who often are the backbone of families and communities.

Women tend to invest more of their earned income back into their families, driving better outcomes and creating a multiplier effect from that investment.

Added to that, women account for much of the labour market growth and are the primary source of untapped talent right across the world.

So, when you invest in women and provide opportunities for women, it has the potential to yield long term returns through higher economic growth in developed – and particularly in emerging – economies.

Learn more about International Women’s Day here.

The world is a magical place, and your local community is rich with ideas, supports and potential connections for you to explore. That’s why the National Disability Insurance Agency (NDIA) has developed its Community Connections service – and you don’t have to be a National Disability Insurance Scheme (NDIS) participant to benefit!

Delivered by Local Area Coordinators (LACs), Community Connections can link people with disability aged nine and older with mainstream and community supports. Remember, for children aged up to eight, there’s the NDIS Early Childhood Approach – and part of that is Early Connections, so Community Connections is for those who are aged from nine to 64 years.

If you’re at the start of your disability support journey, the service may be all the help you want and need from the NDIA right now, or you may also decide to ask your LAC for support with applying to join the Scheme.

For those who already have an NDIS plan, you can also access the Community Connections service by asking your LAC for more information about community and mainstream supports.

Community Connections draws on the wealth of local knowledge and experience that LACs have, and can link you with initiatives to help with:

Mainstream and community supports – what’s the difference?

Mainstream supports are generally available to everyone, and they’re usually funded by governments. They can include services for health, mental health, and education, as well as links to housing, transport or specialist support, like family violence services.

Health services may include things like doctors and general practices, community nurses, hospitals, vision, and hearing services. They can also include mental health services, counselling and dietetics.

Mainstream education can include schools, TAFE, university and community learning environments.

Community supports are available from local community organisations like local government authorities (councils), churches or religious groups, as well as hyper-local community groups. They can be great for boosting social connections and making friends through participation in everything from sports clubs and performing arts groups, through to collectives that come together to care for local nature areas.

Your LAC may also be able to connect you with peers who’ve experienced similar things to you, known as peer-to-peer support. Your peers not only understand what you’ve gone through, but they can also share their lived experiences and tips and tricks. It’s a great way to build up your confidence, knowledge and potentially ‘find your tribe’, whether in person or online. You could then choose to return the favour and share what you’ve learned with a new person linked to you as a peer via your LAC and Community Connections.

How does Community Connections work?

The first step is reaching out to your LAC – give them a call or visit their local office. You can find your closest LAC or office here – all you need to do is enter your post code.

Some rural and remote locations may not have a LAC. If that’s the case, contact the NDIA and ask to be put in touch with a Remote Community Connector.

Then, if you’d like to go on with Community Connections, you can arrange a time for an in-person, phone or video meeting. Your LAC will listen to you, your story, your needs and what you’d like to do. They’ll recommend supports available in the community that might be of interest to you and how these could help you with your goals.

Your LAC will ask you some general information about you and your life, your current needs and your future goals. Your goals are ideas, big and small, for how you see your life in the future. You can have one goal or many goals – there’s no right or wrong answer.

This information can be formalised in a written Community Connections plan, or it could be more of a casual conversation.

NOTE – To help, you might have someone who’s enquiring about Community Connections on your behalf. If this happens, the LAC will seek your consent before talking with them or providing them with any information about you.

Getting with the plan

If you choose, your LAC will then put together a Community Connections plan. This isn’t an NDIS plan, with its associated funding – however, it might include the same parts as an NDIS plan, like goals and a list of mainstream and community supports.

If you’d like to get a Community Connections plan, you’ll need to be comfortable providing your LAC with personal information about yourself, including your name and date of birth, and you’ll need to meet with the LAC as well. The plan will be useful if you like to map out your goals and receive information in writing, rather than one or two short phone calls.

There’s no obligation to do all or any of the things suggested in the plan and you don’t need to report back to your LAC.

If you don’t feel comfortable sharing personal information, the LAC won’t be able to create a Community Connections plan, but they will still share more general information with you.

What’s next?

The way you use Community Connections is very personal and it’s completely up to you.

You could get basic ideas about what’s available in your community without sharing many personal details about yourself, or you could meet with a LAC to formulate a more detailed Community Connections plan.

If you’re not yet an NDIS participant, but you’re thinking about applying, you could use your Community Connections plan as a springboard to applying to join the Scheme. Remember, to join the NDIS there are age and residency requirements, as well as eligibility about the way your disability impacts on your life. You can find out more here.

Ready for connection?

One of the places you’re always welcome to connect to is the Kinora community – My Plan Manager’s free, online community of like-minded people, including people with disability and professionals who work in the disability sector. Find answers to your questions and make connections anywhere, any time.

The right expertise can achieve better outcomes. That’s why, at tax time, you may see an accountant to gain a better tax return. And if you’re selling your house, you’ll probably think about engaging a real estate agent to help you fetch a higher price.

So when you’re looking for work, why wouldn’t you get an expert involved?

A good Disability Employment Service (DES) provider will understand how to get a higher return from a competitive job market. They support people with disability to prepare for employment, find a job and work towards succeeding in their chosen path.

The most recent National Disability Insurance Scheme (NDIS) quarterly report to disability ministers reported an upswing in the number of NDIS participants, their families and carers gaining paid employment.

Twenty-two per cent of participants aged 15 to 24 years were reportedly involved in work – a figure that more than doubled from the prior quarter – and for the broader age group of 15 to 64 years, the percentage of participants in work grew from 19 to 21 per cent.

These outcomes are heartening – especially against the backdrop of 2022 research conducted by disability employment organisation, Jigsaw, which found that approximately half of Australian managers and HR professionals had never hired or knowingly worked with a person with disability.

Almost half of those surveyed said their organisations had diversity and inclusion policies in place, but 91 per cent of those who’d hired a person with disability through a DES provider had experienced challenges with recruitment and retention.

It’s evident there’s still work to be done to make the job market accessible to all – and that’s why sharing experience and expertise in the field of disability employment is vital.

We spoke with Michelle Peach, Senior Leader – Performance and Projects at DES provider, Community Solutions Group, and Terry, a client of Michelle’s business. They shared their learnings – and a few key tips for securing the job you’re after.

Here’s what Michelle told us.

Q. Who’s DES for?

A. DES is for community members who have a verified disability, mental health condition, treated illness or injury, and who are looking for employment.

Many of our clients are long term unemployed and they find the level of ongoing support provided under DES to be crucial – not just with finding a new job that suits their abilities and needs, but also in keeping that job in the long term.

Q. What’s the advantage of working with a DES provider instead of trying to find work yourself?

A. People are often amazed by the amount of support they can receive under DES. At Community Solutions, we will put a plan together to help you find employment by building your confidence, helping you apply for jobs and prepare for interviews, and helping you understand the local labour market.

We’ll help you get training, certificates, background checks, NDIS worker cards, uniforms or the personal protective equipment needed to do your new job. We’ll also help you connect with potential employers, and we will stay by your side for your first 12 months of employment, to ensure you are able to maintain your new role.

Q. What should a participant or their supporters look for when searching for the right DES provider?

A. You should look for a provider that truly listens to you.

A good provider will take the time to understand your disability and unique needs, and will chat to you about your interests, skills, and experiences to find out how best to support you to get into work.

Q. How does the pathway work – from finding a DES provider to working with the provider and finding employment?

A. From your initial appointment, your DES provider will develop an action plan with you to map out your journey to finding employment.

At Community Solutions, we understand everybody is different, and the employment pathway isn’t the same for everyone. We’ll help you get the skills and training that will equip you to do your chosen job and we’ll make sure your employer understands how they can support you in the role too.

Then, we’ll provide at least 12 months of ongoing support to help work out any issues that arise during your employment. This can be by helping with further training or helping work out any communication issues between the employer and employee, so that issues can be addressed early.

Q. How do you get DES funded in your NDIS plan? What about if you’re not an NDIS participant – can you self-fund?

A. No funding is required in your NDIS plan for DES. In fact, DES operates under a different government program.

If you have a verified disability, mental health condition, treated illness or injury, and are looking for employment, then you could qualify for DES, regardless of whether or not you’re also an NDIS participant.

Q. What are your tips and tricks for participants to form good working relationships?

A. We recognise that for some people, particularly those who are neurodiverse, forming good working relationships is not only one of the most important parts of holding down a job, but can also be the most challenging.

We will work in partnership with you and tailor our assistance to meet your individual needs. If you need to work on forming working relationships, we’ll develop a plan to support you with that.

Above all, the most important thing is communication. If you’re having trouble communicating with your employer – or if your employer is not communicating well with you – let your DES provider know sooner rather than later. We can step in and ensure issues are resolved early.

Q. What would you say to someone with disability who has been disheartened by their job search so far?

A. We recognise that it can be very disheartening to be repeatedly rejected while applying for jobs. Building confidence and self esteem after a knock-back is something that Community Solutions works closely with our clients on.

Our goal is to help people who face barriers to employment break down those barriers and get into sustainable employment.

Terry’s story

But don’t just take Michelle’s word for it. Terry is a Community Solutions client in Rockhampton in Central Queensland. He’s generously shared his DES experience.

Here’s what Terry told us.

Q. What’s the most rewarding thing about your career?

A. My job is driving and delivering parcels for a company called PacPlus, based in Rockhampton. I really enjoy my job – it gives me freedom and security. My workmates are awesome and it’s great to be part of a team.

Q. How did you find the DES experience?

A. I was keen to get back into work, but I had a few obstacles which made it difficult to get started. I went into Community Solutions in Rockhampton and spoke to Sonja, a recruitment partner for DES. We got on straight away and she really listened.

Q. Do you have any advice for other job seekers?

A. When I went to see Community Solutions, I didn’t know what to expect. I was determined to find work though, and knew I needed some advice and support.

Having the backing of Sonja and the Rockhampton team made it so easy.

Set up for success

So there you have it! Whether you’re about to embark on a hunt for your first job, or you’re feeling the need for a change in direction, a DES provider could be the expert on your team to set you up for success.

Most people know the National Disability Insurance Scheme (NDIS) funds services like support work and allied health therapies, but did you know it can also cover the cost of assistive technologies and other products that make life just that little bit simpler?

Known as ‘consumables’, these items help people to manage their disability-related needs – and they can include anything from specialised clothing and equipment for eating and drinking, to non-slip bathmats, sensory products, and writing aids.

‘Consumables’ is also the name of a category of NDIS funding that a large number of participants have included in their plans. It sits under the Core Supports budget, has a good degree of flexibility, and includes thousands of products. Among the most commonly claimed items are:

With a huge range of products available to support people with disability to lead more independent lives, we’re lifting the lid on consumables to help you put your NDIS funding to best use. And better still, we’re giving you the inside scoop on how to ensure trouble-free processing of payments for every item you order.

How can I get the products I need?

Your Core Supports budget is flexible, meaning that even if you don’t have consumables funding specifically included in your plan, you’ll usually be able to claim for low risk items under $1500 without allied health reports or other documentation – if the products are related to your disability and not funded by a different government service.

Low risk means there’s little chance of harm when the product is used in everyday life, it isn’t something you need professional advice in order to use safely, it doesn’t need customisation or modification, and it’s available for sale to the general public.

If you’re not sure if you have consumables funding – or if you’re still not clear about whether you can claim for a purchase under $1500 – answering yes to the questions below is usually a good indicator that your invoice will covered by the NDIS.

  1. Will it help me pursue the goals in my NDIS plan?
  2. Is it reasonably priced and is it the best value for money compared to other supports?
  3. Can I afford it within my approved NDIS budget? Remember, your funding needs to last the entire period of your plan.
  4. Will it help me find or keep a job, help with my education, improve how I connect to my local community, or improve the relationship I have with family and friends?
  5. Is it safe?

If you answered ‘yes’ to all of the above, it’s likely the product you’re wanting to buy will be approved.

But before you make a purchase or place an order, you also need to find out if the support is one that should be funded by another government service (e.g., dental, health or hospital services, education, housing and public transport).

The NDIS will fund some supports, such as disability-related health services, where they relate directly to the participant’s disability and where that disability impacts their daily life. But before you commit to buying, it’s always best to check whether a payment will be processed, so give us a call or get in touch with the National Disability Insurance Agency (NDIA).

If the consumables or assistive technology you want to buy aren’t under $1500 – or if the item you want isn’t considered to be low risk – there are several other NDIA rules and requirements you’ll need to address, and you may need a letter of recommendation from an allied health provider as well.

Allied health providers include occupational therapists, speech pathologists, physiotherapists and podiatrists – professionals who provide services like diagnosis, treatment, support, and rehabilitation.

It’s best to speak with your plan manager, support coordinator or NDIA partner to find out whether you have the funding you need – and to better understand the Agency’s requirements – before you make any purchases.

The best course of action

We know – sometimes a letter of recommendation can cost more than the item you want to purchase, and that can leave you scratching your head in wonder at why it’s even necessary. But on the other side of that debate are the rejected claims and invoices from participants who didn’t take the advice of the professionals who support them.

Your NDIS funding is precious, and you need to make every dollar count. That’s why many of our clients see allied health professionals for assessments and recommendations before engaging supports, commencing therapies, and purchasing products they think will help them to work towards their NDIS plan goals.

Your allied health professionals are part of your support network, and their advice is invaluable when it comes to deciding how best to build your capacity and grow your independence.

If there are consumables and assistive technology they suggest you use, ask them to explain how the products will help you to manage your disability, and ask for a letter of recommendation that explains what the support is, why you need it, and how it aligns with your goals.

This approach means that whatever you spend your funding on will truly add value to your life, and in addition to putting forward a professional recommendation to evidence the reasons for the purchase, your allied health professionals will also develop strategies and plans to help you use it.

As an example, if an NDIS participant has difficulty with sensory stimulation on public transport, their occupational therapist may recommend strategies to manage the challenges they face – such as planning trips in advance and purchasing noise cancelling headphones to wear when travelling. Then, the therapist will include the details of the strategy and the required tools to implement it in their letter of recommendation to the NDIA in support of the purchase of the headphones.

If you’re unsure if the NDIS will fund a particular item you want to claim, it’s best to have a conversation with us. We can advise you if the NDIA is likely to accept the claim or ask for more information.

Sometimes it’s difficult to understand the NDIA’s decisions about funding – decisions the Agency makes based on a wide range of factors, such as a person’s disability support needs, their living arrangements, and the availability of informal supports.

This website offers guidance about how the NDIA makes decisions about reasonable and necessary supports.

We explain more about the NDIA’s reasonable and necessary criteria here.

We’re here to help

If you have any questions about consumables or using your NDIS funding, we’re here to help. You can email us at [email protected] or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.

A good support coordinator is worth their weight in gold for National Disability Insurance Scheme (NDIS) participants and their loved ones.

Knowledgeable, well connected and informed, support coordinators are go-to sources of information, especially when it comes to finding providers, supports and services.

And although support coordinators can’t recommend specific providers to their clients, they can and do provide participants with lists of providers they like, trust and know to be working well with others in the Scheme.

So how do you get on that all-important list?

We went straight to the source, speaking with Elizabeth Hickey from AFA Support Coordination, Megan Ellis from Marli and Moe, and My Plan Manager’s own Kristie Findlater – founder of the Western Sydney Support Coordinator Network.

Their advice won’t just help to get you on the support coordinator’s unofficial good list – it will ensure your customer service is exceptional, and that’s great for your business too. Better for participants and better for you? That’s a win-win situation.

Communication is key

It might seem obvious, but clear communication about what you offer, your rates, and your policies helps support coordinators to understand your business.

You’ll need to communicate effectively, not only with support coordinators, but potential clients too – and you’ll need to do it in the way that suits them best, using the channels they prefer.

Elizabeth says she speaks with her clients to find out exactly what they’re looking for before searching out providers to best meet their needs.

“One of the first questions I ask is ‘What do you specialise in?’,” she says. “By asking this question, I’m aiming to find out who they work well with, what sort of services they offer, and how they work to provide the best service.”

Elizabeth is adept at finding that special ‘something’ that makes a provider a potential match for a participant.

“A provider who understands the National Disability Insurance Agency’s (NDIA) requirements and who’s able to clearly define the support they can offer is ideal, as is a willingness to listen to, and interact with, the client,” she says.

“A great provider is typically one who asks questions about who services are to be delivered to, when and where they are to be delivered, and who is responsible for making decisions. Great providers also confirm the required consents are in place for all parties involved.”

Easy to do business with

For Elizabeth, transparency is a non-negotiable – it helps participants, providers and support coordinators to understand what’s on offer. In fact, a lack of detail is a red flag.

“Having a service agreement or other clearly communicated service delivery information in writing is the best way to ensure everyone is on the same page,” says Elizabeth. “A provider who’s unwilling to provide information about their cancellation policy, the cost of services (including travel), and what it is they’ll do is less likely to provide a good longer-term service.”

For more information about cancellations, click here to find a provider’s guide.

Megan agrees, saying a good provider should have ‘easy to navigate online systems’. She says she highly rates the providers that adopt a resolution-focused approach and those that are committed to assisting clients and their support coordinators with concerns.

Demonstrate your NDIS know-how

Kristie says that when she worked as a support coordinator, she looked for providers who were on top of their NDIS knowledge and knew what could and couldn’t be claimed.

That means it’s vital to stay up to date with the latest NDIS news and on top of key sector developments – such as the NDIS Review.

“The NDIS is a complex beast that’s continually changing, and keeping across its systems and processes to help maximise funding and create better outcomes for clients is vital,” says Kristie.

“For example, certain services – like rehabilitation and support after a recent medical or surgical event – sit under Medicare, and a good provider will know if a support is covered under a mainstream service.

“This can save a client’s funding to invest into therapies to achieve their plan goals faster… so knowing the ins and outs of the NDIS and using them to the client’s advantage is key!”

Show integrity and reliability

Elizabeth says she wants to know exactly what providers offer and how they’re going to make it work for her clients.

“I might ask if they’re able to provide services when the client wants them, if they’ll do less than a two-hour shift, how they’ll communicate with the client, what other charges there are, and if there’s anything else they can assist with outside of their typical role,” she says.

Kristie says good providers are only as good as their staff, and it’s important to know the providers your clients choose have a workforce that can provide them with consistent support.

“A reliable support worker who’s committed to coming to a client’s house at 6am will be there, and they’re the type of providers everyone’s looking for,” says Kristie.

“And it has to be said – honesty and transparency truly win the race!

“That means being the type of provider who builds a schedule of supports that meets the participant’s needs, not one who makes a grab for their available funding, regardless of what level of support is actually required, or one who charges more than what’s fair, just because they know a client’s in the NDIS.”

Make it personal

Person-centredness isn’t just lip service – it should be an intrinsic part of your business, according to Megan.

“This includes service that’s personalised to the client’s needs and situation, going above and beyond in assisting them with any concerns in a timely manner, and keeping everyone involved and up to date in the process,” says Megan.

“It is important participants have access to an allocated staff member, where appropriate, for person-centred approaches, and that there’s attention to detail and consistency with support.”

Elizabeth recommends providers offer meet and greets for participants and their loved ones – saying it’s just one of several ways providers can show they’re willing to go the extra mile to help participants feel comfortable.

Demonstrate your track record

Kristie says support coordinators look for allied health providers that have a combination of knowledge, experience and availability – as well as a solid track record in completing assessments and writing quality reports that are essential in securing appropriate plan funding.

“Allied health providers provide evidence through assessments and reports that inform access and planning decisions made by NDIA partners,” says Kristie. “They can also provide ongoing regular therapy supports to NDIS participants, but they can choose not to.”

“I always preferred to recommend providers who were willing to, and had the capacity to, get to know a participant and provide the supports they needed – either in clinic or via home drop ins, or online where appropriate.

“I looked to providers who would not only conduct assessments and write reports, but roll their sleeves up to work hands-on with their clients.”

This is where client testimonials, case studies and feedback come into play. Make sure they’re easy to find on your website or in the collateral or information you send to support coordinators and prospective clients.

Reporting with impact

Kristie says assessments and reports impact a participant’s NDIS plan funding and that means providers need a sound knowledge of writing effective reports to communicate a participant’s needs, goals and outcomes to assist them with securing the funding they need.

“It’s crucial to know the different terminology and information required for different reports. For example, there is a different structure used in a functional capacity assessment report versus a housing assessment report, each of which speak to different criteria and are differently worded,” says Kristie.

“The quality of the information in the report can mean the difference between securing funding to cover 24/7 care in supported independent living, and a support worker dropping in for a couple of hours a week.”

Megan agrees, saying the ability to secure plan funding through strategic report writing is essential.

“When writing reports, it’s important to use outcome-based strategies with breakdowns and be able to keep track of important information like due dates,” she says.

Reputation is everything

Your reputation is your best way of coming to the attention of a support coordinator, and your capacity to bring on new clients will be vital too. Do you have a cancellation list or offer telehealth appointments for clients who are in urgent need? If you do, make sure the support coordinators you work with know about them.

“This is a catch 22, because often the best allied health professionals will have a waitlist, but as a support coordinator it’s a top priority to get clients the supports they need fast. That is why, if I found a provider who had availability, I would reach out to my network to see if they had positive experiences with them, before I discussed them with my participant,” says Kristie.

“If there’s a waitlist for face-to-face support, a participant may get seen faster via a telehealth appointment. In those cases, if both the participant and the provider were open to it, I would work with the allied health provider to create a plan where telehealth was used initially until there was availability to provide in-person therapies.”

Elizabeth agrees that reputation can be make or break for providers when it comes to support coordinator recommendations.

“These days, everyone is more than willing to share information about their experiences with each other,” she says. “A bad reputation is usually cause for consideration and further questions.”

Ultimately, the best way to know support coordinators are telling participants about your business is to be operating at your best.

Cancellations are common in the National Disability Insurance Scheme (NDIS), so having a robust policy in place – one that sets out in writing what a client can expect if they or you cancel a service – is vital.

Documenting your business’ approach means everyone is on the same page about what happens if appointments or bookings are cancelled or rescheduled, and it encourages clients and providers to respect each other’s time too.

With cashflow top of mind for every business, policies that protect you financially are essential, but the importance factor is even higher in the world of the NDIS, and there are strict rules every provider needs to know and adhere to.

In this article, we unpack what the National Disability Insurance Agency (NDIA) says about cancellations, when you can and can’t charge a fee for them, and why service agreements are key.

We also look at the ‘unfair advantage’ you have as a provider and how to ethically leverage that to build brand awareness and reputation, and grow trust.

Agency rules around cancellations

When it comes to cancellations, the NDIA’s rules (legislative instruments made under the NDIS Act, which sets out how the Scheme operates) are clear, and everyone providing supports and services to participants must stick to them. These rules, outlined in the NDIS Pricing Arrangements and Price Limits, include that:

At My Plan Manager, we advise our clients that the easiest way to avoid paying cancellation fees is to show up to appointments at the scheduled time, and at the agreed meeting place. But sometimes that’s easier said than done when unexpected events occur – like illness – or when the disability support worker taking them to their appointment cancels their shift at the last minute and there’s no one available to take them.

So, if you want to be known for providing a trusted service – one that has a strong reputation that spills into positive word of mouth referrals and five-star reviews – think about the circumstances surrounding the cancellation, and whether there’s a way to avoid charging your client for it. Every dollar spent on a cancelled appointment is a dollar lost for precious supports, and this is something that weighs heavily on the minds of NDIS participants.

Remember, participants know that providers can cancel at any time, without penalty, even at the last minute – and that leaves many feeling they’re at a disadvantage. Client care is just one of the many reasons why it’s good to have a respectful cancellation policy in place – plus, no one needs those negative online reviews from dissatisfied customers!

Why a service agreement is vital when it comes to cancellations

According to the NDIA, if a disability support worker cancels on the day of their shift, even an hour before they’re due to start, no penalty can be applied to the provider.

But if, as a result of the worker cancelling, their client has no one to take them to a long-awaited appointment with their occupational therapist and they have to cancel that appointment, the participant still has to pay the occupational therapist.

When you think about it from a client perspective, it’s easy to see why participants feel uneasy about the perceived imbalance of power in the area of cancellations. That’s why agreeing the terms of your relationship and setting realistic expectations from the outset is important.

It’s also why we recommend providers have a conversation with their clients about the business’ approach to cancellations before the service agreement is signed and services and supports are delivered.

And remember, once you have a signed agreement in place, you can’t change the terms of it – including your cancellation policy – without getting your client’s approval first. Either that, or you cancel the original service agreement and issue a new one.

In short: you can’t charge extra fees without your client’s approval.

Where service agreements do and don’t apply

If your client consents to a service agreement that doesn’t comply with the NDIS Pricing Arrangements and Limits, the agreement is invalid.

To explain, below are two alternative scenarios:

Scenario 1

Harry consents to a service agreement that says his physiotherapist can charge a cancellation fee if he provides less than two days’ notice.

The agreement is acceptable because Harry has negotiated cancellation terms that are better than the terms set out in the NDIS Pricing Arrangements and Price Limits.

Scenario 2

A service agreement Hilary has consented to says her disability support worker can charge a cancellation fee if Hilary provides less than 10 days’ notice.

The terms of the agreement exceed the NDIA’s maximum notice period of seven days for cancellation. Regardless of what the agreement states, Hilary can’t be charged for a short notice cancellation if she provides seven clear days’ notice.

So, having a clear, fair and legally sound service agreement in place with every client is smart business practice and key to running cancellations well. Equally vital is a clear philosophy about cancellations.

A cancellation policy is intended to recover financial loss incurred from cancelled appointments, not present an opportunity to charge unnecessary fees to clients.

If your cancellation fees aren’t recovering a financial loss – i.e. if you were able to fill the appointment or shift with another client or divert your staff member to another job – you may want to ask why you’re charging them and consider carefully what you do next.

What we advise our clients

If one of our clients believes they’ve been charged incorrectly, we encourage them to speak with their provider or an NDIA representative, and we can cancel the invoice while the matter is being investigated.

We also encourage our clients to sign up to receive SMS notifications from My Plan Manager. These alert clients to who’s claiming from their NDIS funding and how much, so they can contact us straight away to query invoices as they’re received and put a hold on payments.

If a client can’t resolve a billing dispute with their provider, we encourage them to contact the NDIS Quality and Safeguards Commission. But hopefully, with clear and open communication and a well-structured service agreement in place, these disputes can be kept to a minimum.

Here’s what to consider when putting together a service agreement.

From the beginning of time, we’ve depended upon communities to provide us with connection and deliver the wellbeing benefits that come from it.

You’ve probably experienced it yourself – a time when an off-the-cuff conversation or a simple piece of advice changed the course you were on, fixed a problem you had, or maybe even saved your life.

The good news is, today we can connect to more people than ever before and build communities in the online world that expand our horizons almost limitlessly.

From Facebook Groups – used by more than 1.8 billion people every month – to topic-specific chat rooms and the virtual worlds created through online gaming, communities of people who may never meet in real life are springing up worldwide. And that means an enormous array of insights, advice and support is on offer and available at the click of a button.

But, just as there are risks to opening the door to your home to anyone and everyone, so too are there challenges posed by accessing the virtual world.

Enter with caution

Many online communities slowly turn into places to criticise and vent – and because of that, they’re often not inclusive. What that means is that although the virtual space offers more and more conversations for web users to tap into, there are only a limited number where people can truly expect to be heard and supported.

That’s where Kinora comes in!

Unlocking access to peers and providers

A free-to-access community that’s close-knit, solutions-focused, and there to lift its members up is great for everyone – but especially for vulnerable groups or those requiring a little extra support.

Connection to others became vital in the context of the COVID-19 pandemic, when people around the world were more isolated than ever before, and those with disability often found themselves alone for extended periods and unable to tap into their usual support networks.

Against that backdrop, My Plan Manager launched Kinora, an award-winning online community built for people with disability, their supporters and providers.

In Kinora, you can find like-minded people with similar interests, experiences and challenges – and connect with providers and subject matter experts with the experience to help you get the most out of life. You may not know them, but inside the moderated community you can swap advice and experiences and know you’re not alone.

The Kinora community creates possibilities, offers answers, and provides pathways to achieving better outcomes. It utilises the power of the collective to help remove roadblocks.

And best of all, it’s a positive space, because it was built for one purpose only – to give and receive support – and that purpose has been honoured and carried into the Kinora culture from day one.

Here are three ways to get value out of Kinora:

#1. Search topics to see what people have said

Inside Kinora, you can tap into hundreds of conversations to pull out insights and information as you need it. If you’re having trouble in a particular area, you can search that topic in Kinora to see what people have said. Simply type your topic into the search bar and the relevant conversation threads will come up.

#2. Get your questions answered

If you have a burning question about disability or the National Disability Insurance Scheme (NDIS), you can post it and ask the Kinora community to respond. In a community that currently includes more than 10,000 people, there’s a lot of expertise to access and an abundance of opportunities to remove a sticking point fast.

#3. Get referrals

In a deep sea of providers, it can be difficult to find the right one for you. If you want a referral or a recommendation, simply start a new conversation and ask the community for help. Or take a look at the Kinora marketplace, where you can search hundreds of providers by category or keyword.

And don’t forget, joining the Kinora community won’t cost you a cent. It’s completely free!

Leverage the power of community today at www.kinora.com.au.

When you’re a person with disability, it’s more than likely you have a whole host of professionals in your life. Allied health staff, disability support workers, support coordinators… and plan managers, like us!

Together, there should be strong working relationships. But the reality is that pretty much every relationship – personal and professional – will have a bump or two in the road along the way.

While you’re working with professionals, we’re all human, everyone makes mistakes, and sometimes we can miss the mark. At times like these, you may need to speak up.

It’s rare to find someone who enjoys confrontation. But there are ways of being assertive and empowered that can make sure you get the care and support needed – and which you’re paying for. It might take a difficult conversation or two, but it can be done!

NOTE: Difficult conversations don’t relate to concerns of abuse or neglect by a provider or professional. If you’re concerned about the immediate safety of yourself or a loved one, dial 000 for assistance.

To report abuse, neglect or exploitation to the NDIS Quality and Safeguards Commission, phone 1800 035 544 or visit the NDIS Quality and Safeguards Commission website.

To report abuse or neglect of a child (with or without disability), contact the child abuse report line or child protection department in your state or territory.

More general information about safeguarding National Disability Insurance Scheme (NDIS) is available here.

Communication is key

Did you know that communication is the most common underlying cause of complaints in the healthcare system, according to the Australian Commission on Safety and Quality in Health Care?

That statistic doesn’t include the NDIS, but we can conclude that this cause of complaints shows up in the Scheme too. If you’re finding communication is a stressor, take heart in knowing it’s a common problem – and there are steps you can take to fix it.

Check your service agreement

Service agreements may seem complicated, but their purpose is simple: to set out in writing what you can expect from a provider, and what they can expect from you. It’s key to creating better outcomes and a positive experience, and it’s exactly why a service agreement is recommended.

Check your service agreement to understand what your provider has committed to, and what you can expect from them, before you enter into a difficult conversation. If a provider isn’t fulfilling their end of the agreement, this creates a quick case to fix it.

Know your rights

When you’re having a difficult conversation with a provider, it’s key to know your rights. A lot of people avoid confrontation because they don’t want to seem ‘difficult’, but that doesn’t serve them. Knowing your rights as a participant can change that mindset, and help you to create a more convincing case, advocate for yourself, ask better questions, and hold providers more accountable.

The NDIS Code of Conduct sets out expectations of how providers and workers will conduct themselves when delivering services and it’s a good place to start if you want to brush up on what your rights are. It’s created to protect the health, safety and wellbeing of people with disability by setting out acceptable, appropriate and ethical conduct for NDIS providers and workers.

The requirements in the NDIS Code of Conduct are fundamental to the rights of people with disability, as set out in the United Nations Convention on the Rights of Persons with Disabilities.

You may also want to refer to the NDIS Practice Standards, which outline the legally binding quality standards that registered providers must adhere to. Together with the NDIS Code of Conduct, the NDIS Practice Standards can help you know what you can expect from registered providers.

You may choose to have an independent disability advocate speak, act or write on your behalf. It’s their responsibility to assist you to exercise choice and control and to have your voice heard in discussions about matters that affect you. You may also choose to use an independent disability advocate when you make a complaint.

For more information about how to find an advocate, click here.

If you have a support coordinator, they can speak, write and act on your behalf too.

Have clear objectives

It’s hard to get the outcome you want without knowing what it is. That’s why it’s good to head into a conversation with clear objectives.

Write down the outcomes you want to achieve, then work backwards and write down the questions you want to ask. This can make the conversation more structured and strategic, and geared towards serving you better.

In stressful situations it can be hard relying on your memory. It could also be good to prepare notes that you can refer to and even share after the conversation.

You might want to make notes about:

Don’t underestimate the importance of writing things down as they happen or as soon as you remember. It can help you and your providers identify any patterns, and it could be the key to finding solutions or resolving matters faster.

Alternatively, you could use voice notes or ask a friend or family member to take notes for you.

Consider advocacy

People with disability can experience barriers to having their voices heard, which is where advocacy is vital. In this case, it’s recommended to contact the NDIS Quality and Safeguards Commission and let them know.

The Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability recognised these barriers and made specific recommendations around enabling autonomy and access for Australians with a communication disability.

The Disability Royal Commission delivered its final report – its vision for an inclusive Australia – in late 2023. You can find the easy read version here.

Have a team mindset

Most professionals want to do a good job. And they want to be able to fix things if they’re going wrong. If possible, bring an open mindset to your conversation and tell everyone you want to work things out as a team.

You could say:

Consider tone of voice and body language

Did you know that up to 90 per cent of communication is conveyed by our tone of voice and body language?

If you’re having a stressful conversation, it’s very common for your tone of voice to convey how stressed you are. And that’s okay. 

Sometimes even just acknowledging that our tone of voice sounds harsh can be a way of dispelling stress around the conversation.

If disability impacts your tone, behaviour or body language, it doesn’t hurt to reiterate that, even for providers who’ve worked with you for a while.

For example, try saying something like: “I find it really stressful having conversations like this. I already don’t like making eye contact, so thank you for understanding that I definitely don’t want eye contact in this conversation. It’s not personal. It’s just me.”

Take the conversation at your own pace

Don’t be afraid to ask everyone in the conversation to slow down, repeat information, or even stop and take a break. It’s important you have time to collect your thoughts, understand what’s being said, and make your voice heard.

You could use break time to regroup, reassess your thoughts, go over any notes, or chat to your support person or loved one.

Follow up with an email

This could be a good way to keep the ball rolling and also make use of any notes you prepared or took during the meeting. You can reiterate your points, make requests, and play an active part in setting a plan for the future.

And remember, don’t delay a conversation. The earlier you can communicate an issue with your provider, the better – and also the earlier they can work to fix it.

Are you run ragged on the appointment treadmill and exhausted from juggling your diary to fit in with your child’s seemingly endless schedule of therapy sessions? Do ever feel like you just want to jump off and rest?

If you’re managing a schedule of supports for your child, you probably already know how swiftly those appointments can take over your days – and leave little time for everything else!

It’s easy to think you need to pack the week with sessions designed to support your child’s development – and spend their hard-fought-for National Disability Insurance Scheme (NDIS) funding before they lose it.

But for all of us, and particularly for kids, unstructured time is key to recharging our batteries and exploring the world of fun and socialisation. After all, no human is built to work 24/7, and having time to play is vital to all of us!

So, how do you establish and maintain a schedule of supports that’s more balanced with life outside of disability? We’ve got some tips to help you on your way.

#1. Create a weekly or monthly view of appointments

Sit down with a calendar (or a large piece of paper) and note all upcoming therapy appointments and other commitments – like social events. When you do this, it creates a visual picture of the week or month ahead.

If the appointments, in combination with other activities, make it look like you’ve got too much going on, you probably have! Consider rescheduling one or two appointments or commitments to make your schedule more manageable. Alternatively, you might see space to make an extra appointment – and if so, that’s brilliant.

Creating a weekly or monthly view of what’s going on also has benefits for children. If placed on a fridge or wall at your child’s eye level, a calendar can act as a visual prompt, so they know exactly what’s coming up for them.

You’ll be able to chat to your child about their therapy program, providers and sessions – and in turn, this will help you to gauge how they’re feeling about themselves, their therapists and their progress.

Think about asking them (and yourself) whether they’re happy with the program, if they feel it’s benefitting them, whether they like their therapist, and what progress they’re seeing.

In amongst the planning and discussion, don’t forget to schedule in breaks and activities that allow your child and you to relax and have fun too. While kids often tell us they enjoy their therapy sessions, seeing play time and outings on the planner can also help with motivating them.

#2. Schedule appointments at the same time and on the same day

When you set appointments at the same time and on the same day – whether they’re weekly, fortnightly or monthly – it creates a schedule that’s more predictable and easier to manage, because you and your child know what’s coming next.

When kids know they’ll be seeing their physiotherapist at 9am each Wednesday, and their occupational therapist on alternate Monday afternoons, they soon learn the routine, and they become familiar with the days that remain available for free time (me time) too!

#3. Space out appointments

You might want to think about spacing out your child’s schedule to create frequent breaks for them to down tools and relax – and this will help to conserve their NDIS dollars as well.

Many allied health professionals work in cycles of three months on and three months off, or thereabouts, a strategy that allows the clients they work with to put what they’ve learnt into practice before launching into the next stage of therapy.

In a discussion with My Plan Manager, Dino Mennillo – an occupational therapist and the Director of OTFC Group – stressed the importance of therapy breaks.

“We might see a young person for 10 to 12 weeks and then we take a three to six-month break. Then they might come back for another block,” said Dino.

“Instead of having ongoing occupational therapy for 52 weeks of the year, it’s 20 to 24 weeks – but half the time doesn’t mean half the progress. I’ve found that non-therapy time is really important for progress as well.

“We’re hopeful that not only has that child been able to improve their own skills and take on things at home at their own pace, but they can push their own boundaries a bit and become their own ‘therapist’.

“Parents are also better equipped to understand how to support their children – knowing when their child is most open to play, and how to use items they might already have at home to learn through play.”

We’ve also heard from parents who choose to schedule intensive blocks of therapy during school holidays, when their kids can attend several appointments in a shorter timeframe. The premise is that they learn by repetition – but at a time when the child isn’t also faced with school-based demands.

#4. See what can be done in your child’s learning environment

If your child sees an allied health professional, ask what can be done outside of the therapy space to support continued development.

There are strategies that can be implemented by day care programs, early learning centres, kindergartens and schools, so be sure to talk to the educators in your child’s life to find out how they can get involved.

Educational environments are naturally conducive to learning and the therapists supporting your child can work with their educators to put in place strategies designed to progress their development.

#5. Consider mobile clinicians to cut down travel time

If your child’s NDIS budget allows for it, you can also look for mobile clinicians who provide therapeutic support at home – cutting down the time you spend in the car.

The key benefit of in-home therapy is that it’s delivered in your child’s natural environment, which is likely to put them at ease and allow them to see how the activities they undertake can be part of everyday life – but there’s a lot to be said for an allied health professional who’s willing and able to save you from travelling too!

Typically, they’ll charge travel time, so make sure there’s enough funding available (and the right kind of funding) to allow for it. You can find out more here and you can also give us a call to discuss how to get the most from your child’s NDIS funding.

As an alternative, some clinicians offer telehealth appointments, which you and your child can attend remotely to save time on commuting.

While it might not be an ‘every appointment’ option, if there’s a week where your child is at capacity or simply exhausted, you could ask their therapist to conduct the session online – or instead to deliver it as a parent appointment by phone or online to talk about goals, progress and strategies.

Recognising when your child has hit their limit and acting on it by giving them time to rest and re-set can help to avoid burnout.

#6. Break tasks down and add variety

A reasonable attention span for a child is two to three minutes per year of their age. But if they perceive a task to be too difficult, they can zone out even quicker. That’s why it’s good to break tasks into bite-sized steps and shorter time blocks – and add variety to spice them up.

Ask the clinicians supporting your child what sort of variety they can build into their therapy programs and find out what approach they take to creating breaks from physical and/or cognitive activities to mix things up.

#7. Consider seeing clinicians from the same practice

Seeing providers who work at a multidisciplinary practice with a team of clinicians under one roof can save time and money, because they can collaborate and develop strategies to ensure your child receives complementary supports.

Case management helps to set up therapies in a time and cost efficient manner by identifying at the outset everything a client requires, and then developing a holistic program of supports.

Having a one-stop-shop of providers under one roof – like speech pathologists, occupational therapists and positive behavioural support practitioners – also allows them to share information about your child, meaning you don’t have to keep repeating your family’s story, and the providers involved all have access to the same insights.

It also helps to lessen the pressure on your child’s schedule.

#8. Work with the right providers

It’s important to find the right expertise to get the outcomes you want. The right provider can make a huge difference to your child’s NDIS journey.

Finding a provider who gets your child, their needs and abilities means they’ll be better able to schedule sessions that deliver the outcomes your child is striving for and that align with the needs of your child and your family from a diary perspective.

We created this checklist to help you engage the right providers and save time, stress and distraction from your child’s NDIS goals.

#9. Understand what providers can and can’t charge

NDIS providers can charge a raft of different costs, like weekend and public holiday rates, and fees for things such as travel, assessments and report writing.

It’s good to be aware of extra fees and charges so you can better manage your budget, minimise unwanted costs, and save time and work contacting providers to understand why they charged you extra.

To understand these costs up front, we recommend putting in place a service agreement with every provider and asking them to highlight what extras they charge. You can find out more about service agreements here.

Once you know what your budget covers and how many sessions it allows your child to attend with their therapist, you can take a look at your weekly or monthly calendar and block out the time needed for regular consultations.

Another cost to be aware of is cancellation fees. At My Plan Manager, we look at thousands of invoices every week and we see how common cancellation fees are. Here’s a few tips to help you keep them to a minimum.

#10. Upskill formal and informal supports

An often-missing piece of the therapy puzzle for a lot of participants relates to upskilling their support workers and families so they can help to put activities from therapy programs in place as part of daily life.

Doing this for your child can help them to develop new skills and cement those they’ve worked on – and grow their capacity and independence. It can also help to free up time in their schedule by swapping some of their therapy appointments for down time.

Don’t forget to ask your child’s allied health professionals for ‘homework’ for you, your child, and the whole family.

11. Leverage your existing network

Supportive groups of likeminded people can be an incredible source of knowledge and power – places where you can swap information with people who’ve had similar experiences to you.

That’s the power of community – tapping into collective knowledge – and it’s what Kinora is built upon.

Why not ask others in Kinora’s online community how they manage their child’s support schedules? You just might learn a thing or two – or help another frazzled parent out!

Find out more about Kinora here.

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My Plan Manager acknowledges the objectives of the United Nations Convention on the Rights of Persons with Disabilities.

My Plan Manager acknowledges the Traditional Owners of Country throughout Australia, and their continuing connection to land, sea and community. We pay our respects to them and their cultures, and to Elders both past and present.
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