Submission to Parliamentary Joint Standing Committee on the NDIS
How to reduce the negative impact of fragmentation and lack of accountability in the NDIS?
Return to original model - Unify all NDIS services call centre, LAC and NDA functions.
Recognising this is a BIG leap, | feel are some changes that are achievable in the short to mid term that will address some of the most
challenging issues. These changes include:
transferring all “Planner” functions from LAC to within NDIA
creating drop-in and appointment based face-to-face and phone Navigation services located within all LAC, Centrelink and NDIA offices. This service would provide but not be limited to, practical assistance with understanding NDIS, completing forms, getting supporting evidence and pre-planning
defined, reasonable and accountable targets for completion of requests for review
compulsory check-ins to ensure plans are being implemented and practical assistance with resolving any issues establishing an “expert information team“ within the NDIA to whom call centre staff can transfer non-basic inquiries establish a single “point of contact” from access request through to pre-planning meeting
establish a single “point of contact” from pre-planning meeting onwards
minute and distribute all phone conversations and meetings
create an issue tracking and escalation system. The system should be accessible to participants/nominee and an NDIA staff member assigned and available to be contacted by participant/nominee
karen clifford
New Model for managing NDIS Plans
LAC FUNCTIONS
e Building Community Capacity/ILC
e Navigation Services
Provide expert phone assistance
Information
Practical assistance with access request Preparation for planning meeting Understanding and implementing plans Sourcing and securing alternative support services for those ineligible for
NDI ESS
e Review, Feedback and assist policy development
LAC DELIVERY MECHANISMS:
Shop front Offices
Drop-in service co-located with Centrelink/NDIA office Outreach to homes/cafes etc
Workshops/presentations/resourcing
support groups and service providers who
are supporting participants/carers with | he
disabilities karen clifford L————_———
Proposed improvement to NDIS participant communication, accountability and quality
Preparing for Planning meeting:
Completing access request
Request for access
~ ayteae Lodging Request Providing any -document goals
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Phone woth, “ re extra information [mmm “ccess Met mama -carer statements
-
appointments ae - supporting evidence
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On-line
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Reports
-
Post & evidence
Single point of contact within LAC
t
Single point of contact within NDIA
Submission to Parliamentary Joint Standing Committee on the NDIS
How to reduce the negative impact of “market driven model” - casualisation of workforce, skill and experience shortage of workforce, “cherry picking” easier clients and restricted or no access to services for remote participants?
Increasing the hourly rate has not worked and won’t work!
° Provide a block funded component to selected services linked to provision of supports to challenging/complex/remote/specialised participants.
e Introduce to NDIS Registration processes the reporting and monitoring of data regarding type and level of disability (including challenging behaviours)
e Address the issues with casualisation of workforce— no security of tenure, staff able to choose who they support, no training, inadequate professional training programs, no premium salary for specialised support.
karen clifford