Small Business NDIS Experience

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15 December 2017

Table Of Contents

Page

Introduction 3
Background 4
Key Findings 5
Profile Of Survey Respondents 9
Respondent Feedback 15

– Providers Not Yet In The Ndis 17

– nDis providers Since Full Roll-out July 2016 22

– providers Who Have Been In NdIs Since The Trial Period 30

sUmmary & conclusions 40
more information 41

introduction

In a recent report produced by the ABC (“NDIS needs changes, NDIA failed to meet standards and expectations, CEO says”, 6 Jun 2017) it was reported that the agency that runs the National Disability Insurance Scheme (NDIS) said it had failed in meeting standards and expectations and that the scheme needs to improve and adapt as quickly as possible. The then CEO of NDIA, Mr David Bowen reinforced this view by telling the ABC , “What we’ve heard over the last six to nine months is that we haven’t been delivering at a rate that’s acceptable to us, and quite frankly not acceptable to all of participants and providers”.

There have been widespread reports of participants have criticising the planning process, support plans and access to relevant and useful resources and information. Similarly, there appear to have been many frustrations on the Provider side. As a key part of our business is helping businesses be successful, a short survey was commissioned to extract insights from the Small Business sector.

The success of the NDIS reform relies on the development of a diverse and robust marketplace. Small business oﬀers the possibility for lean, agile and innovative service provision whilst also representing the largest segment of Providers engaged with the NDIS. Small businesses oﬀer business owners ﬂexibility with their own life and family circumstances as well as the opportunity to focus on their own passions and strengths. The disability workforce has long been a female dominant group and this reform oﬀers further opportunity for women to step into the private business space.

Many small businesses have raised issues with us suggesting that they are being hamstrung by the systems and processes of the NDIS. Issues such as sudden policy changes and excessive unpaid work were all considered factors impacting their business and their satisfaction with NDIS.

The danger for the sector will be that small business exits the market and sticks with more established and predictable landscape.

With an absence of small business engaged, the larger “for proﬁts” and NFP’s present the only options, potentially reducing choice, innovation and competition in the market. All factors that could negatively impact the potential value of NDIS to Participants and Providers.

background

Where is the support?

It has been discussed widely that at least 40% of new entrant Providers to the NDIS sector will be represented by sole traders or micro businesses. The successful growth of these small businesses will ensure increasing choice for people with disabilities and growing capacity within an already stretched sector.

It is reasonable to assume that small businesses, already familiar with a Fee For Service business model (unlike the NFP sector), would be better positioned to make the transition to the NDIS. However, it appears that some businesses are experiencing a heavy administrative burden and are challenged by frequent policy changes which then affect cash flow and prevent business planning based on prediction.

The research also indicated that many Providers are experiencing a high volume of unpaid work for Agency managed NDIS customers, compared to those who are accessing alternative funding streams (such as self – funding, Medicare, Veterans Affairs, private health funds and even other insurance work). This is causing some business owners to question the viability of continuing to offer services within the Scheme, or to prefer referrals for people who are self-‐managing their NDIS Plans.

Our study identified that there is an overwhelming perception of a lack of support for this sector compared to the Not for Profit (NFP) organisations in regards to the NDIS. This included reports of financial support afforded to NFP organisations for Third Party Verification audit completion, whilst the private sector were reportedly not offered comparative support.

**key findings

Voice of the Customer

This short survey issued without any promotion or incentive for Small Business operators to complete, was not expected to receive the level of response or the depth of feedback it yielded. Many respondents responded quickly and were open in sharing their thoughts and recommendations seeing this survey as means for being heard in a space where they can sometimes feel neglected and powerless.

The results identified clearly that Small Businesses are a primary source of Providers, however they appear to be inadequately supported by the NDIS. Respondents described a marketplace that is in need of easy access to service, support and information just as much for Providers as it is for Participants.

Key findings extracted from the report include:

Small businesses reported overwhelmingly of negative experiences with the NDIS.
Business are questioning the value of NDIS preferring to their organisation reduce their NDIS client load where possible or considering exiting the NDIS market altogether.
Businesses not yet entering the market already have a negative perception of the NDIS.
Businesses with the most experience in the NDIS have indicated a stronger likelihood of leaving the NDIS due to concerns over the long term viability of remaining in the Scheme.
Small businesses feel unsupported by the NDIS.

key findings

How do small businesses rate their experiences?

Responses to the survey were segmented into businesses in the following manner:

          q    Businesses who had been engaged with the NDIS since trial;

          q    Businesses who had been engaged since full roll out of NDIS; and

          q    Business that have not yet started with NDIS and are considering their participation.

This enabled the research to draw out whether perceptions and views of NDIS diﬀered based on levels of exposure and experience. Of considerable concern to the industry was that not one operational area of NDIS was rated as more positive than negative across any of these segments -‐ even for those who have not yet started with NDIS.

Has anything improved since the trial period?

The NDIS trial ran for a period of three (3) years with an expectation that lessons learned during the trial period could be resolved and catered for at full roll out. Businesses who have been involved with the NDIS since the trial period were asked to rate the diﬀerences in performance between trial and full roll out in their experience.

The general perception was that the trial period was a considerably more positive experience than the roll-‐out and that if anything, matters are becoming worse since the commencement of full roll out. Many business owners expressed a lack of conﬁdence in the ﬁnancial viability of remaining in the Scheme however were committed to supporting their clients.

key findings

How robust is the small business segment of the NDIS sector?

The report raises questions relating to the marketplace, with responses to the survey suggesting the marketplace is unstable, and that many small business owners are considering viability of the sector. It appears that the high volume of unpaid time that Providers are investing on NDIS administration tasks, combined with the operational and information constraints, are contributing to the concerns of small business owners.

This is supported by the finding that businesses are increasingly only accepting referrals for people who are self-managing their NDIS Plan as this removes the administrative burdens that are required of Agency-managed Plans.

Anecdotally, some businesses commented that they are considering de-registering with the NDIA which further removes the requirement to operate to the rules of the Agency.

We asked the businesses how confident they were that they would still be working with the NDIS in two years time which the longer in the involvement with the NDIS, the higher risk of leaving. Scores were recorded with 100 being the highest level of confidence and 0 being the lowest. NDIS Providers since full roll-out 73 0 100 50

                                 68
       25        75
                                                  Providers who have been in
                                          NDIS since the trial period
                                                                                                                       7                                                       ©2017 Directorati Pty Ltd. All Rights Reserved

profile or survey respondents

8

Access to the Survey

The survey was distributed into the community via Facebook and distribution was encouraged through sharing via email and social channels. Chantelle Robards (Director of Directorati) is an advocate for the small business segment of the NDS and actively engaged on reform matters. As an administrator for the Facebook group “Disability Community of Practice Australia”, which currently has 1,466 providers as members to the Disability Sector, she identified issues that needed further research. Through this network it was clear that the experiences for all Providers, but particularly small businesses through the NDIS were highly challenging. More and more business owners were posting their distress and using the Facebook community as a forum to share information, concerns and to learn from industry colleagues.

Recognising that the marketplace needed a voice to share its concerns, Directorati commissioned a short survey to draw out insights on how small businesses perceived their needs were being addressed under the NDIS.

The survey was posted on Facebook and shared into the “Disability Community of Practice Australia” page. From there it was widely shared.

Survey Respondents

A total of 161 small businesses from across Australia took the time to respond to the survey with the largest number in NSW. All service groups were represented.

Businesses who had been engaging with the NDIS since trial, those who joined at the time of full roll out and also those who had not yet started, were approached to provide their opinions and experiences.

What role do you have in the business?

Employee

Owner / Director / Partner

                                              0.00%   10.00%  20.00%  30.00%  40.00%  50.00%  60.00%  70.00%  80.00%  90.00%  100.00%
                                                                                                                              10                                                       ©2017 Directorati Pty Ltd. All Rights Reserved

Which NDI Services Does The Business Provide?

Improved Daily Living Skills
Improved Life Choices
Improved Learning
Improved Health And Well Being
Improved Relationships
Finding And Keeping A Job
Increased Social And Community Participation
Improved Living Arrangements
Support Coordination
Home Modifications And Specialised Disability
Assistive Technology
Assistance With Social And Community Participation
Consumables
Transport
Assistance With Daily Life

0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00% 70.00% 80.00%

geographical distribution of respondents

0.63%^

8.18%

4.40%

9.43%

61.64%

3.77%

9.43%

redacted

Powered by

2.52%

how many people work in the business?

More than 20

            10   -‐ 20                                                            The survey was heavily represented
                                                          by the Small Business sector with
                                                                  over 40% as sole providers.

            5   -‐ 10

          less than 5

    I am a sole provider

                    0.00%        5.00%       10.00%       15.00%       20.00%       25.00%      30.00%       35.00%      40.00%      45.00%
                                                                                                                                           13                                                       ©2017 Directorati Pty Ltd. All Rights Reserved

how long have you been providing NDS funded services in the private sector?

- > 3 Years

- 2 -‑ 3 Years

- 1 -‑ 2 Years (not including trial)

- < 1 Year

- Noy yet started

| | | | | | | | | — | — | — | — | — | — | — | — | 0.00% | 5.00% | 10.00% | 15.00% | 20.00% | 25.00% | 30.00% | 35.00% |

Respondent Feedback

15

respondent feedback

•  The survey is broken into three segments which are reported separately in this section of the report. Each of the segments is described below and ﬂagged by the corresponding coloured tab shown on the right of the following pages:

Business that have not yet started with NDIS and are considering their participation.

Businesses who had been engaged since full roll out of NDIS.

Businesses who had been engaged with the NDIS since trial.

Respondent Feedback

NDIS the in yet not Providers not yet Providers in the NDIS

based on what you have heard or read, please rate your expectations for your experience as an NDIS provider.

Responses to this questions were detailed and varied as shown on the table on the following page. The key ﬁndings were identified as:

53.8% of Respondents rated “Audit and Third Party Veriﬁcation requirements” as Very Negative or Mostly Negative.
76.9% of Respondents rated “Communicating with NDIA” as Mostly Negative of Mixed.
61.5% of Respondents rated “Quantity of unpaid work” as Very Negative or Mostly Negative
38.5% of Respondents rated “Stability of the market” as Mostly Positive or Very Positive

Providers

Page 19

based on what you have heard or read, please rate your expectations for your experience as an NDIS provider.

                                      No Answer      Very Negative    Mostly Negative      Mixed          Mostly       Very Positive
                                                                                                                        Positive

The NDIA registration process 0.00% 23.08% 30.77% 38.46% 7.69% 0.00%

Audit & Third Party Verification requirements 7.69% 46.15% 7.69% 23.08% 15.38% 0.00% Participant funding levels 0.00% 0.00% 7.69% 92.31% 0.00% 0.00% Accessing accurate info for working with the NDIS 0.00% 0.00% 23.08% 38.46% 38.46% 0.00% Communicating with the NDIA 0.00% 0.00% 38.46% 38.46% 23.08% 0.00% NDIS the NDIS policy and guidelines 8.33% 0.00% 8.33% 75.00% 8.33% 0.00% in Working with other agencies WITHIN the disability yet 0.00% 0.00% 15.38% 46.15% 30.77% 7.69%sector (other providers, LACs) not Working with other agencies EXTERNAL to the 0.00% 7.69% 7.69% 69.23% 7.69% 7.69%disability sector (eg Health, Education) ProvidersNDIA administration requirements 7.69% 30.77% 15.38% 46.15% 0.00% 0.00% Working with planners 15.38% 0.00% 15.38% 46.15% 23.08% 0.00% Working with Local Area Coordinators 7.69% 0.00% 7.69% 61.54% 23.08% 0.00%

Quantity of unpaid work 30.77% 23.08% 38.46% 7.69% 0.00% 0.00% Using the Portal 7.69% 15.38% 15.38% 61.54% 0.00% 0.00% Service bookings 38.46% 23.08% 15.38% 23.08% 0.00% 0.00% Payment from NDIA 38.46% 7.69% 0.00% 23.08% 30.77% 0.00% Fair and open marketplace 23.08% 7.69% 0.00% 53.85% 15.38% 0.00%

do you think the support for transition to NDIS was the same for **the

private** sector as oﬀered to the not-‐for profi t sector?

Yes 7.69% No NDS the in yet not Providers

comments from respondents

‘The Provider Toolkit has an overwhelming amount of information and is not a practical source of information for new Providers. For registration in Early Childhood Supports, the registration process does not take into consideration a therapists experience when moving between jobs eg could be an experienced therapist at an NGO but when moves into private work is considered a new Provider. The different requirements for registration for new and existing Providers is inequitable. The difference in procedures for registration under Therapeutic Supports compared to Early Childhood Supports is inequitable. I understand there needs to be safety and quality safeguarding, but the current state requirements in Vic are onerous for sole traders and small consortia. ‘

NDIS the in yet not ‘The process required to apply individually for separate categories of support such as living skills, social skills, etc is so time consuming that at the moment I am only down 2 categories when I could do nearly the whole bunch.’

Providers

‘Large organisations seem to have been favoured over small or sole business in the whole transition process’

‘The needs of small and solo providers are very different to the large organisations. In Eastern Melbourne I haven’t seen that provided for yet, and as such I am currently not planning to be a registered provider. As of my current clients are self or plan managing so as to be able to continue to hire me.’

respondent feedback

roll-out full since NDIS with NDIS Providers since engaged been full roll-out July 2016 had who Businesses

**based on what you have heard or read, please rate your expectations for your experience as an NDIS provider.

Responses to this questions were detailed and varied as shown on the table on the following page. The key ﬁndings were identified as:

roll-‐out full since ý 64.1% of Respondents rated “Accessing accurate info for working with the NDIS” as Very Negative or Mostly Negative NDIS the with ý 56.8% of Respondents rated “NDIA administration requirements” as Very Negative or Mostly Negative engaged been had þ 56.8% of Respondents rated “Payment from NDIA “ as Mostly Positive or Very Positive who Businesses**

based on what you have heard or read, please rate your

expectations for your experience as an NDIS provider.

                                       No Answer     Very Negative    Mostly Negative      Mixed          Mostly       Very Positive
                                                                                                                        Positive

The NDIA registration process 8.64% 9.88% 18.52% 23.46% 34.57% 4.94% roll-out Audit and Third Party Verification 7.50% 12.50% 13.75% 8.75% 0.00% requirements 57.50% full Participant funding levels 3.80% 11.39% 35.44% 39.24% 39.24% 1.27% since Accessing accurate info for working with NDIS 1.23% 32.10% 32.10% 29.63% 3.70% 1.23% NDIS Communicating with the NDIA 4.94% 24.69% 32.10% 22.22% 16.05% 0.00% the NDIS policy and guidelines 2.47% 13.58% 38.27% 33.33% 11.11% 1.23% with Working with other agencies WITHIN the disability 1.23% 4.94% 11.11% 43.21% 34.57% 4.94% sector (other providers, LACs) engaged Working with other agencies EXTERNAL to the 16.05% 4.94% 8.64% 32.10% 35.80% 2.47% disability sector (eg Health, Education) been NDIA administration requirements 6.17% 19.75% 37.04% 29.63% 7.41% 0.00% had Working with planners 20.99% 12.35% 20.99% 33.33% 11.11% 1.23% who Working with Local Area Coordinators 1.23% 4.94% 11.11% 43.21% 34.57% 4.94%

Quantity of unpaid work 3.75% 42.50% 36.25% 15.00% 2.50% 0.00% Businesses Using the Portal 11.11% 13.58% 19.75% 43.21% 12.35% 0.00%

Service bookings 12.35% 17.28% 23.46% 34.57% 12.35% 0.00%

Payment from NDIA 12.35% 1.23% 11.11% 18.52% 41.98% 14.81%

Fair and open marketplace 14.81% 14.81% 23.46% 30.86% 14.81% 1.23%

Stability of the market 12.35% 16.05% 23.46% 29.63% 17.28% 1.23%

Page 25

my business has the following customer profile

my business accepts referrals from NDS participants who are ….

roll-out full

Plan Managed

since NDIS with the been had who engaged Self Managed Businesses Agency Managed

88.00% 89.00% 90.00% 91.00% 92.00% 93.00% 94.00% 95.00% 96.00% 97.00% 98.00%

Do you think the support for transition to NDS was the same for the private sector as offered to the not-for profit sector?

comments from respondents

‘I look forward to seeing the national registration process and requirements due for implementation at full scheme (July 2019) at which point I will reevaluate my registration status. I am committed to providing service to clients who have roll-‐out communication diﬃculties who may be NDIS participants, but I can only do so as long as it is practically viable to remain in business. Currently, it is not viable to become and remain a registered provider so I can only accept self or plan managed full participants. My fear is that the barriers to registration and remaining as a registered provider will limit the choice and since control intended for participants of the NDIS scheme as only large providers will be able to aﬀord to stay in business.’

                                                                                                                                                                                                                                 NDIS
                                                                                                                                                                        the
                                                                                                                                                                                                                                 with

‘The NDIA needs to be clearer and more consistent in their guidelines, policies and provisions to ensure transparency going forward.’ engaged been had

                               ‘We are aiming at a 60/40 Private/NDIS ratio.’                                                          who
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                         Businesses

   ‘We specialise in high needs disability and have more experienced therapists than all local NGOs. We are a great ﬁt for
                          NDIA clients however LACs and NDIA refer to larger orgs.’

                                              28                                                       ©2017 Directorati Pty Ltd. All Rights Reserved

comments from respondents

‘I am tired. The NDIA keeps saying “we are taking your feedback on board” but nothing changes. The assistive technology process specifically is so flawed it’s ridiculous and I cannot summarise my concerns in this short box.’ full since NDIS the ‘I have been in business/s for over 30 years and I would not have entered this space if I had known what I know now and I can’t believe that now my business (support co-ordination and connection) will be handed over to the private conglomerate and cause my business to cease. The government encouraged small providers to enter the market for choice and control and soon that will be all gone (for a number of reasons)… The NDIS (government enterprise) is the most unprofessional marketplace that I have ever seen… ’ been had who

‘The length of time it takes to get a response from the NDIS is extremely stressful. I have waited up to 6 months for return calls or emails about outstanding payments of thousands of dollars. It is very difficult that there is most often no one available who can help me when I call, but an “urgent email” is sent and I still don’t get any response. I try to avoid calling wherever possible because I often get differing opinions from people who answer the phone but no certain answers. The amount of admin and paperwork required by the NDIS is very time consuming and prohibitive to growth.’

respondent feedback

please rate your business experiences as an NDIS provider against the following items.

Responses to this questions were detailed and varied as shown on the table on the following page. The key ﬁndings were identified as:

period 79.2% of Respondents rated “Accessing accurate info for working with the NDIS” as Very Negative or Mostly trial ¤± Negative, which is 15% higher than those who had only been engaged with the NDIS since full roll-–-out.

81.3% of Respondents rated “Communicating with NDIA” as Very Negative or Mostly Negative.

                                              in

                                                                      been

¤± 68.8% of Respondents rated “NDIA administration requirements” as Very Negative or Mostly Negative, which is 12% have higher than those who had only been engaged with the NDIS since full roll-–-out. who

¤±     87.5% of Respondents rated "Quantity of unpaid work" as Very Negative or Mostly Negative, which is 9% higher than              those who had only been engaged with the NDIS since full roll-–-out.
                                                                                                                                                    Providers

¤±     68.8% of Respondents rated "Service bookings" as Mostly Positive or Very Positive

                                                                       31                                                       ©2017 Directorati Pty Ltd. All Rights Reserved

please rate your business experiences as an NDIS provider

against the following items

No Answer	Very Negative	Mostly Negative	Mixed	Mostly Positive	Very Positive
The NDIA registration process	8.33%	14.58%	10.42%	29.17%	27.08%
Audit and Third Party Verification requirements	53.19%	8.51%	14.89%	12.77%	6.38%
Participant funding levels	4.17%	4.17%	27.08%	50.00%	12.50%
Accessing accurate info for working with NDIS	0.00%	41.67%	37.50%	14.58%	6.25%
Communicating with the NDIA	0.00%	47.92%	33.33%	12.50%	6.25%

are

NDIS policy and guidelines | 0.00% | 27.08% | 37.50%| 33.33% | 2.08% | 0.00% and Working with other agencies WITHIN the disability | 4.26% | 0.00% | 8.51% | 55.32% | 29.79% | 2.13% NDISsector (other providers, LACs) withWorking with other agencies EXTERNAL to the | 2.08% | 6.25% | 16.67%| 47.92% | 27.08% | 0.00% disability sector (eg Health, Education) startedNDIA administration requirements | 2.08% | 37.50% | 31.25%| 20.83% | 8.33% | 0.00% yet Working with planners | 6.25% | 14.58% | 33.33%| 39.58% | 4.17% | 2.08% not Working with Local Area Coordinators | 31.25% | 8.33% | 14.58%| 35.42% | 10.42% | 0.00% have Quantity of unpaid work | 2.08% | 64.58% | 22.92%| 6.25% | 4.17% | 0.00% that Using the Portal | 2.08% | 27.08% | 33.33%| 27.08% | 10.42% | 0.00% BusinessService bookings | 4.17% | 27.08% | 41.67%| 22.92% | 4.17% | 0.00% Payment from NDIA | 2.08% | 2.08% | 8.33% | 43.75% | 37.50% | 6.25% Fair and open marketplace | 4.17% | 12.50% | 27.08%| 37.50% | 16.67% | 2.08% Stability of the market | 10.42% | 18.75% | 16.67%| 33.33% | 18.75% | 2.08%

Page 33

my business has the following customer profile

period

6.25% I only serve NDIS participants trial

to the

NDIS

in

been have

Compared with Providers who have Providers who have been in NDIS since the trial period appear to be

more inclined to service a mix of 93.75% customers over only NDIS participants .

my business accepts referrals from NDS participants who are ….

participation their Plan Managed considering are and NDIS with Self Managed started yet not have that Agency Managed Business

91.00% 92.00% 93.00% 94.00% 95.00% 96.00% 97.00% 98.00% 99.00%

Your Overall Business Experiences With The Ndis During The Trial Period Compared To The Ndis Full Roll Out Period

your overall business experiences with the NDIS during the trial period compared to the NDIS full roll out period.

 60.00%
                                                                                                          Full roll-‐out

 50.00%                                                                                                                                                                                                                                                                                                                                                        period
                                                                                                             Trial period               trial
 40.00%                                                                                                                                                               the
                                                                                                                                                                                                                                                                                          since
 30.00%                                                                                                                                                                                                                   NDIS
                                                                                                               in
                                                                                                                                                                                                                                 been
 20.00%
                                                                                                                                                                                                                                 have
                                                                                                                                                                        who
  10.00%
                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                Providers
  0.00%
         Extremely Negative     Mostly Negative     Mixed Experience      Mostly Positive      Extremely Positive

           It appears that post roll-‐out has been perceived signiﬁcantly more negative than the
                         trial period, with no positive feedback provided by Providers.

do you think the support for transition to NDIS was the same for the private sector as oﬀered to the not-‐for profi t sector?

participation

Yes their

6.67%

No

considering are and NDIS with started yet not have that Business

comments from respondents

e‘As a small consortium we cannot aﬀord to pay TPV and as a result are not oﬀering a number of services for which we are registered because we simply will not make enough to justify the added expense. Decades of experience and expertise is being wasted while our clients languish on wait lists for services we aren’t expect from TPV for because NDIS policy has put this out of ﬁnancial reach for our business. Our administrative costs have skyrocketed and we are doing hours of unpaid work daily to stay aﬂoat. Our staﬀ are burnt out and not being paid on time for hundreds of dollars worth of service every week, leaving them in dire ﬁnancial stress as most are part time, down with disabled children of their own. This is NOT sustainable for small business. ’

’eI love being able to support NDIS participants and see them achieve their goals. However NDIS processes make it much harder & more complicated than it needs to be. NDIS really need to look at how Lifetime Care & other insurance models work as they are much more eﬃcient & eﬀective. It would be more eﬃcient for COS to write plans after meeting participants and getting to know their needs then send to an NDIS review team for approval. The planning process is ineﬃcient & the need to constantly request reviews because of the clunky portal & lack of funding wastes time & money. The time for equipment to be approved is ridiculous especially when NDIS will fund community supports for participation & access yet it takes 8 months for a wheelchair to be approved to enable the participant to leave their bed! One of my biggest issues is inexperienced staﬀ making major decisions about funding equipment ie power wheelchairs that they obviously have no experience with -‐ this is obvious by the reasons they decline requests or questions they ask. NDIS need to have experienced therapists making decisions like Lifetime Care do OR contact therapists to consult before declining equipment which then requires extra costs to appeal. What a waste of resources. Another issue is when NDIS request specialist assessments then ignore or discount the recommendations.’

comments from respondents

‘In SA the early intervention pathways have almost completely locked small practices out. I have had no referrals for children under 6 for the last 18 months. Business competition has been stopped. I also know that NDIS met and worked participation with bigger service providers for months before releasing information to the rest of us. I’m fairly sure this continues. It is not a fair or equal market place. ’ thier considering

‘The scheme is an excellent idea in principle however it seems that many people employed by the agency have very little understanding, skills or experience in disability management. I have found the whole experience to be professionally dissatisfying. My time is often wasted dealing with incompetent and conflicting advice provided by the agency. I am choosing to stay involved to some degree as I feel for the participants I am working with. I have no idea how participants with cognitive or intellectual impairment are navigating the system. One of my well educated young spinal cord injured participants summed it up for me “I wish I could afford not to have the NDIS”. From a service provider perspective, I would be unable to cope if my caseload was 100% NDIS. Fortunately, I have a supportive network of other OT’s around me (also in sole trader private practice) and have gained valuable support from them. Hopefully things get better. I know the OT association has attempted to have a voice at higher levels but it seems that the arrogance of the organisation is unwilling to listen. Good luck Chantelle -‐ I hope that you can collate some key themes to deliver to NDIS! ‘ not have that

‘I do not see NDIS as a long term business op.on due to many factors, including the lack or nil communica.on with providers, the unethical and unprofessional prac.ces and inconsistency of some of the NDIA planners I have worked with, the long-‐term viability of the scheme. ’

comments from respondents

‘ The administration load and paper work required to prove consent for service is beyond ridiculous. For a small business this has been very challenging. Applying for AAC is too restrictive and a waste of funds in writing reports to apply to only be denied at times. One family had to wait a year before their AAC system was approved. It feels that private practices are not considered equal in the “open market place” compared to NGO’s. The early intervention pathways in Newcastle are just one period example of this favouring to NGO’s as they are also service providers so they can have a monopoly of the market. Children aren’t receiving early intervention but just being put on a waitlists. And if we refer to EI pathways, we just lose business.

The communication between NDIS to providers is appalling. Rules change and if it weren’t for Facebook and the provider community sharing information no one would know a thing. The creation of the LACS in Newcastle has not ﬁlled a gap but only created more of a logistical nightmare. If LAC support isn’t in their plan then they have to appeal their plan and are left unsupported through this process. LACs in Newcastle are not accepting anyone without a budget for it. This is in direct contrast to what I have been informed on by called NDIS. If NDIS wasn’t so dominant in our market we would be deregistering. It has caused so much stress as a business owner-‐ to the point of my business partner having to take leave due to stress and anxiety as a result of the NDIS.’

Providers ‘The stress and fa.gue both providers and par.cipants have endured through NDIS roll out has resulted in considerable hardship emo.onal. We are all fa.gued and we now discuss “NDIS fa.gue”. A par.cipant told me the other day DSM needs to include diagnos.c criteria for NDIS related mental health issues due to the stress it has placed in people. The lack of transparency and consistency makes it diﬃcult for us as provider to advise, planners to provide accurate informa.on and par.cipants to know what to expect. We moved from a system that had clear boundaries to a system with no clear guidelines and goal posts that change daily.’

summary & conclusions

The results of this survey suggest that the Small Business segment within the NDIS reform is not able to realise the potential beneﬁts of the reform. Many of those interviewed have demonstrated high levels of motivation and commitment to NDIS, but are progressively becoming disillusioned and fatigued having found the systems and processes as arduous with complex obstacles imposed by the NDIA.

It appears that that the longer a business is engaged in the NDIS, the more negative their perception of the program and operations, which increases their propensity to exit the NDIS altogether.

Most Small Businesses are trying to maintain a sustainable and viable business by diversifying their customer base. This reduces their reliance on the NDIS for income. Some Providers have indicated that the diﬃculties associated with the NDIS has them considering deregistering and only accepting NDIS participants who are self-‐managing their plans.

The Small Business segment of the market is critical to the success of NDIS to ensure optimal choice for people with disabilities and a range of employment options for skilled and passionate workers within the industry. It is evident that all industry stakeholders are keen for NDIS to be successful. However, failure to support the Small Business segment in the marketplace could jeopardise the success of NDIS, and see many small businesses abandon the Scheme.

Directorati via it’s new platform, Buzza, looks forward to working with the NDIA to deliver solutions to both Providers and Participants. Supporting the small business community is a key focus of Buzza, as we believe it is critically important enhance and grow this community to achieve the goals of the NDIS.

Directorati creates online community and marketplace platforms that connects consumers and businesses. Comprised of industry, technology and digital marketing specialists, Directorati brings together the skills and capabilities required to address unique market needs.
We achieve this through our custom built platform that is configurable to meet the specific needs of the community or industry. Our platform is designed to meet the needs of all stakeholders and create a positive experience. Key benefits include: Simple and easy to use directory; Searchable Knowledge & Resource Centre; Marketing and Advertising tools and support
Marketplace to connect consumers and “best-fit” providers; Ratings and reviews; and Social engagement and sharing.
Directorati is launching a new platform in response to the requirements identified in this report. This new platform is called Buzza. An innovative new directory service designed meet the needs of consumers seeking access to providers, and a channel for providers to promote their services.
Buzza is built using a scalable model that provides a national service platform to cater for the large community of providers and all NDIS participants.
To find out more about this platform and additional information about this report email us at: info@buzza.com.au or visit us at: www.buzza.com.au

contact

Contact: Chantelle Robards Telephone: Email:

Disclaimer This Report was prepared by Directorati Pty Ltd (‘Directorati’). In preparing this Report we have only considered the requirements as relevant to Directorati and its partners. Our Report is not appropriate for use for any other persons or purpose, and we do not accept or assume responsibility to anyone other than these organisations in respect of our Report. The information, statements, statistics and commentary (together the ‘Information’) contained in the Report have been prepared Directorati from a survey published to small business community groups in October 2017, and from public sources. Directorati may at its absolute discretion, but without being under any obligation to do so, update, amend or supplement this document. The Information contained in this document has not been subjected to an audit or any form of independent verification. Directorati does not express an opinion as to the accuracy or completeness of the information provided. Directorati disclaims any and all liability arising from actions taken in response to this Report.

                               ©2017 Directorati Pty Ltd. All Rights Reserved                                         42                                                 ©2017 Directorati Pty Ltd. All Rights Reserved

Small Business NDIS Experience Report

Small Business NDIS Experience

introduction

Access to the Survey

Survey Respondents

Which NDI Services Does The Business Provide?

geographical distribution of respondents

Respondent Feedback

Respondent Feedback

Page 19

comments from respondents

based on what you have heard or read, please rate your

Page 25

please rate your business experiences as an NDIS provider

Page 33

Your Overall Business Experiences With The Ndis During The Trial Period Compared To The Ndis Full Roll Out Period

comments from respondents

comments from respondents

comments from respondents

summary & conclusions