The National Disability Insurance Scheme (NDIS) is a significant initiative aimed to assist the Australian population experiencing disabilities through the provision of support and services. As the NDIS grows in scope and reach, more individuals and organizations are entering the disability services field to assist participants and develop a meaningful business opportunity. However, developing and running an NDIS-related business is not simply fueled by the empathy of running a service or the operational efficiency of running a good business. It requires a deep knowledge of the legal and practical obligations as well as the ethical obligations to deliver care in a way that meets administrative precision. Operating in this sector requires embracing responsibility, and it requires consistently augmenting practice to meet not just the needs of client expectations, but also legal obligations. In this blog we explore the basics of running an NDIS business, including service delivery, team building, risk and sustainability. Whether you are new to the sector or increasing your business portfolio, understanding these areas will be useful in being a quality provider of care to participants while maintaining the benefit of existing as a trusted provider in the sector.
Getting Started: Service Delivery with Purpose
Before you start to think about structures and compliance, it is important to understand the ‘why’ of your NDIS business. A business should be more than simply service-based, it should aim to be participant-centered, but what does that mean?
- Customized Support Plans: Each NDIS participant has specific goals and support needs. Your organization needs to establish service plans based on their NDIS goals and priorities.
- Outcome Measurement: Have systems in place to measure the outcome/impact of your service delivery. Utilize feedback loops, goal-tracking tools, or scheduled participant reviews.
- Inclusive Communications: Use empowering language for participants. Foster inclusivity by upskilling staff in cultural competence and accessible communication.
This participant-first approach will create the foundation of every successful NDIS business.
Operational Excellence: Building Internal Clarity
Like any prosperous business, an NDIS service operator will need to establish internal clarity and structure. This involves:
1. Clear Org Roles
Create a visual organizational chart that sets out the responsibility lines from your support workers and case managers, to your administrative staff. Ensure you have appointed leaders who manage quality, compliance, and staff development.
2. Systems for Organisation
Build secure systems to keep track of and document:
- Participant files
- Incident Reports
- Staff credentials and training records
- Policies and procedures
Cloud-based software systems such as SupportAbility, Brevity, or Lumary can improve accessibility and efficiency, and reduce administrative errors.
3. Financial Transparency
- Sustainable financial management is essential. The NDIS Price Guide regulates pricing, but it’s essential to control operational expenses, payroll, and cash flow. Financial software, regular audits, and an accredited bookkeeper or accountant can help ensure the financial integrity of your NDIS business.
Staffing: Build and Retain Capacity
Your workforce is the lifeblood of your NDIS business. Excellent staff will impact service delivery and internet presence.
Recruitment
- Background Checks: All staff must pass the NDIS Worker Screening Check before commencing service.
- Experience Counts: Look for people with prior disability support or community experience.
- Diversity: A diverse workforce will ensure better overall understanding of participant needs.
Onboarding and Training
- A structured induction program is critical, including induction based on the NDIS Code of Conduct, and your organisational values.
- Ensure that all staff complete mandatory training, such as manual handling, infection control training, basic first aid.
- Ensure training is provided in trauma-informed care, positive behaviour support, mental health awareness is ongoing.
Retention
- Develop a positive culture and keep connected by checking in regularly, mentorship and peer support programs.
- Make time to celebrate your wins, and support and encourage career development through formal education or career advancing from within your organisation.
Client Experience: Building Trust and Transparency
How your participants experience your services and supports directly relates to your business outcomes. To create a great experience, be trustworthy, responsive, and respectful.
Communication
- Be regular and open in your communication with participants and families.
- Use documentation that is easy for all participants to understand, including service agreements, support plans, and progress reports.
Feedback Mechanisms
- Make it as easy as possible for participants to provide complaints or feedback anonymously.
- Regularly use participant satisfaction surveys.
- Act on feedback regularly, and communicate your changes back to your participants to close the loop.
How to Maintain Quality: Risk and Safeguarding
To provide safe, consistent, and respectful support and care, you need to identify risk and have proactive systems in place.
Risk Assessment
- Conduct risk assessments on every new service, environment, or circumstance.
- Monitor and review current risk assessments routinely and any time something changes.
Incident Management
- Develop clear reporting structures for incidents, detailing the steps for documenting, responding and escalating incidents.
- Ensure all workers and volunteers are trained in how to identify and report abuse, neglect, or harm.
Safeguards
- Undertake internal audit regularly.
- Conduct unannounced site inspections.
- Review your Code of Conduct.
- Educate all participants in Protective behaviours.
The Governance and Continuous Improvement Matrix
Governance provides a strategic framework that ensures all of your actions align with your vision, NDIS compliance obligations and growth intent.
Governance Framework
Establish governance policies for:
- Conflict of interest
- Delegations of authority
- Board or leadership meeting processes
Make sure that your board or leadership group meets often and consistently reviews compliance reports, participant results and financial performance.
Continuous Improvement
- Create a Continuous Improvement Plan (CIP) that delineates:
- Opportunities for improvement to services or processes
- Action steps, who is responsible and due dates
- Review methods to confirm progress
Knowing the Regulatory Environment
While the heart and soul of every NDIS business is rooted in the passion to provide high quality services, the regulatory frameworks help to keep the office doors open.
One of the key responsibilities of providers is to comply with the NDIS Practice Standards and NDIS Quality and Safeguarding Framework. These documents describe good service delivery and determine all subsequent audits and registration.
Compliance means putting in place systems, documentation and behaviours to support and preserve safe, quality services for the long haul. This begins with understanding participant rights; to risk management; incident reporting; and finally managing complaints. Providers are audited against the requirements in the documented frameworks and the audits will determine whether they met their roles and responsibilities, and delivered quality service to participants.
For new entrants or currently expanding providers, it’s important to know what you’ll need to do to achieve NDIS registration. Registration is the first stage towards being assured that a provider can provide NDIS-related services. This involves submitting a detailed application and preparing for an auditor to come and check if your organisation is operational ready and in compliance with the NDIS Practice Standards and Quality Indicators. After registration, organisations may have to renew their status, and re-registration requires keeping all your processes and documentation current for a submission that will undergo a further assessment by the auditor.
Concluding Thoughts: The Purpose to Practice
The NDIS sector is an ever-increasing and changing sector, much like the NDIS participants it serves. To be in business requires more. More than minimum standards, and more than just running human-centred services, but providing human-centred services that supports the lives of humans.
From good governance and a well-trained workforce to systems that support best practice everything about your operations contributes to reputation, sustainability, and most importantly, the lives of the participants it supports.