Empowering NDIS Providers: A Call for Excellence and Compliance

Rosie Disability Services was born due to a profound realisation: the disability support landscape lacked the necessary infrastructure to guide both participants and providers effectively. With uncertainty prevailing and many navigating blindfolded, we recognised the urgent need for dedicated support and guidance. Thus, our journey began, fueled by a commitment to excellence and a passion for empowering those we serve.

Our team comprises dedicated Support Coordinators, Specialist Support Coordinators, and Recovery Coaches who pride themselves on their comprehensive understanding of the NDIS. Through continuous professional development and a steadfast belief in the power of shared knowledge, we strive to empower our clients to achieve positive outcomes with their NDIS funding. Our mission is simple: to be the catalyst for a life of fulfillment and dignity for every participant we support.

Collaboration lies at the heart of our approach. We are privileged to work with a multitude of providers who share our ethos, values, and commitment to ethical business practices. These partnerships are not merely transactions but pillars of trust upon which we build a brighter future for participants. However, we also recognise the importance of expanding our network to offer participants a broader spectrum of choice and control over their support services.

Yet, our journey hasn't been without its challenges. We've witnessed providers come and go, some lacking the necessary understanding of NDIS legislation and guidelines. It's disheartening to see instances where the well-being of participants is compromised due to inadequate service delivery or a lack of compliance. As stewards of participant safety, we cannot stand idly by while such practices persist.

Support Coordinators play a vital role in safeguarding participants and correcting service delivery issues. However, it is becoming too often that Support Coordinator’s are requested to advise on how to run their businesses. The responsibility for compliance and ethical service delivery ultimately rests with providers themselves. As an example, let’s run you through a recent conversation with a provider:

Provider: "I can't charge for that support the way I've been doing?"

Support Coordinator: "Correct, it's not aligned with NDIS pricing."

Provider: "So, what should I charge?"

Support Coordinator: "You should refer to Line item XXXX in the pricing arrangements."

Provider: "Where can I find that?"

This interaction highlights a lack of familiarity with essential NDIS documents and unfortunately, we assume you are here for a slice of the pie with the “funding-focused” mentality we’re seeing more often. It raises questions about how and why providers entered the NDIS sector without ensuring they understand their obligations thoroughly. It's crucial for providers to reflect on their level of preparedness for safely and effectively delivering services within the NDIS framework.

Over the years, we’ve encountered too many instances of non-compliance, such as incorrect invoicing, questionable service claims, overcharging, support workers being on their phone during shifts, excessive invoicing for reading a single invoice… We can go on, forever. To improve, providers must educate themselves on NDIS legislation, seek mentorship from experienced peers, and consider professional assistance if needed.

Being unregistered doesn't exempt providers from responsibilities; adherence to standards ensures participant safety and service quality. Continuous improvement is vital in this sector, driven by a culture of learning and accountability.

It's time for providers to take ownership of their obligations under the NDIS. Education, transparency, and a willingness to learn are non-negotiables in this journey toward excellence. We understand that everyone starts somewhere, but ignorance is not an excuse when it comes to the well-being of participants.

Here at Rosie Disability Services, we are committed to fostering an environment of curiosity, learning, and accountability within the sector. We extend a hand of collaboration to providers, offering support and guidance to improve service delivery. However, it's imperative that providers take proactive steps to educate themselves, seek mentorship, and adhere to the highest standards of service delivery.

The path to excellence in the NDIS sector begins with a commitment to knowledge and compliance. Providers must equip themselves with the necessary tools and resources to navigate this complex landscape safely and ethically.

Together, let us strive for a future where every participant receives the quality support they deserve, empowering them to live life on their terms.