As a user of the National Disability Insurance Scheme (NDIS), have you ever wondered what it takes for approved NDIS providers to remain financially viable? How do they keep up with rapidly changing government regulations and increasing costs to provide the care you need? It can be a struggle, but many organizations thrive despite all their challenges. In this blog post, we'll explore some factors that contribute to success in an increasingly tough climate - beginning with ensuring that your NDIS provider stays solvent while still giving you the best possible service. The Disability Support Network is a leading registered NDIS provider in Perth, providing high-quality services and supports to individuals with disability.
Why is the NDIS not sustainable for most providers?
Especially for non-profits, it can be awkward for leaders in the disability support industry to discuss money and the NDIS.
In a perfect world, NDIS service providers wouldn't have to worry about money because the plan would all cover it.
The reality is that sustainability is a major issue for NDIS service providers. The NDIS's current mode of operation is characterized by the following challenges, with attention directed towards finding ways to persevere despite them.
- The workforce is overworked; therefore, response times to customers are slow — In the year 2021, 77% of providers reported receiving requests for services they could not provide.
- Helping professionals have an unfair burden of paperwork and regulations to fulfil on top of their regular duties.
- It takes the NDIS at least two to four weeks to complete an invoice, and providers frequently don't get paid because of mysterious billing discrepancies.
- Not having the proper field data to correlate with customers' authorized plans results in many unfunded work hours.
- Profitable NDIS service providers anticipated a loss in 2022 only 57% of the time.
Before the NDIS, direct support professionals' responsibilities were limited to providing care and services. Simple documentation of the service provided and results achieved by customers would suffice. They must now keep track of a vast amount of new information that will ultimately determine how much and whether or not businesses are compensated for their services.
For NDIS service providers, this has caused significant disruption and is untenable. Poor service is inevitable unless NDIS billing can be expanded to accommodate the increased demand.
A new approach to NDIS support delivery
The good news is that leaders are questioning the status quo and finding innovative ways to maintain long-term viability without sacrificing service quality. CEO of Kirinari Community Services, Diane Lynch, fits this description. In our most recent book, The NDIS Leadership Playbook, Diane lent us her knowledge and passionate viewpoint.
Diane and Kirinari recognize that to thrive on the NDIS, they must not reject NDIS-funded services but embrace change and be unafraid to abandon inefficient practices.
Diane says, "People are not perfect; they do not conform to rigid rules or neat little boxes." Customers are turned off by excessive paperwork and procedures, so we must make their interactions with us as quick and painless as possible. She explains that "our approach has been to take responsibility for the problem, organize the systems, and assist individuals in navigating the system."
Motivated to reach more people in more parts of the region, Kirinari has questioned conventional wisdom and adopted automated processes to usher in a more promising and secure future for service provision.
However, the NDIS does not provide providers with adequate resources to implement these procedures. Diane insists, "We have to flip that on its head."
How to operate sustainably on the NDIS
Operating sustainably on the NDIS involves understanding and adhering to the National Disability Insurance Scheme (NDIS) Code of Conduct. This code outlines provider behaviour expectations and a commitment to quality, safety and service delivery. It covers areas such as maintaining client privacy, providing accurate information about services, upholding a supportive working environment for staff, and delivering effective outcomes.
To comply with the NDIS Code of Conduct, providers should ensure that their operations are transparent, accountable and ethical. They should also strive for continuous improvement in practice and be regularly reviewed for performance standards. To do this effectively requires a clear plan of action that includes the following:
- Developing an operational strategy which sets out the goals and objectives of service delivery
- Implementing systems that monitor performance and ensure quality outcomes for clients
- Analyzing data to identify areas of improvement
- Engaging stakeholders to build trust, respect and cooperation
- Using NDIS resources such as disability experts, training materials and support networks.
These measures will help providers operate sustainably on the NDIS by maintaining a high standard of practice. Ultimately, providers must prioritize client welfare in all their operations to ensure quality services are delivered. Doing so can demonstrate their commitment to upholding the NDIS Code of Conduct.
The NDIS Practice Standards Explained Simple Terms
1. Quality of Service: The NDIS Practice Standards mandate that providers deliver high-quality and safe services. This includes ensuring the service is tailored to individual needs, delivered on time, and by regulatory requirements.
2. Communication: Service providers must communicate clearly and effectively with all stakeholders, including participants, families/carers, other service providers, government officials and anyone else who may be involved in a person's NDIS plan or service delivery.
3. Risk Management: Service Providers must assess risks associated with their practice operations, implement strategies for managing risk appropriately, and regularly review and improve systems.
4. Rights & Responsibilities: Everyone has the right access to information about their rights, responsibilities and entitlements when engaging with a service provider. Service providers must ensure that all stakeholders know these rights and responsibilities.
5. Privacy & Confidentiality: Service Providers must adhere to privacy laws and maintain the confidentiality of all personal information collected, stored or used about service delivery.
6. Documentation: Service Providers must keep accurate records of services provided; this includes plans, reports, assessments, fees and invoices, and any other relevant data or information.
