Provider Experience in the National Disability Insurance Scheme. Service Transformation: Provider Experience in the National Disability Insurance Scheme. Lorna Sullivan

Development of NDIS: Principles Respect for the plans and aspirations of the person with disability, Enhancing the person’s equity, independence, engagement social and economic inclusion Innovate and continuously improve towards meeting the changing needs Recognise, respect and work constructively with family & friends Safeguard the person Ensure people have more choice and control Providing the certainty

IMPLEMENTATION CHALLENGES CURRENT PRACTICE REQUIRED PRACTICE Care and Custody To Lifestyle development Power Over Power with Standardised service responses Individually designed supports Rigid policies, standards, practices Flexible, responsive systems Habitual behaviour and responses Mindful, personalised responses Prescribed services and systems Negotiated services and systems Weak vision Imagining Better Rigid hierarchy Delegated responsibilities and participatory leadership Segregated services Community Weak social inclusion Strongly supported social inclusion Weak initiative & leadership Strong initiative & leadership

Action Taken: Putting senior expertise as close to the ground as possible Breaking down the service into networks of a manageable size Working towards family governance around individual services, Introducing Personal Outcome Measures Training staff in a wide range of planning tools Designing a service model based on: Community development Competency enhancement Shared decision making Reduction of dependency on paid relationships. Re-training of all current staff in a re-defined service model Establishment and training of “Peer Leaders”. Re-development of all Position Descriptions - Performance indicators relating to outcome for people

Embracing Ethical Partnerships: A Deep and abiding respect for the person being served A vision for a full, meaningful and inclusive life for everyone being supported Demonstration of trustworthy conduct in all of its actions, interactions and commitments to people. Consistently open and honest communication Service priorities and agendas that are shared and agreed with the people being served and their families A conscious sharing of power and influence with the people being served and their families.

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