1. ON-GOING PROJECT! Work in Progress: Accessing the National Disability Insurance Scheme (NDIS): views and experiences of Culturally and Linguistically Diverse (CALD) communities.
Hello Everyone my name is Ayah. I am here today with my colleague Thushara and Dr Charlotte. We would like to acknowledge the traditional owners of the land, past present and future. I personally would also like to pay my respect to Prophet Muhammed and his family as this is a special month of mourning in the Islamic calendar. So today I will be speaking to you about our research project called acessi…this is a work in progress. A little ice breaker question please put up your hand if you come from a culturally or linguistically diverse background!
Ayah Wehbe (Presenter) Advance Diversity Services  & Social Policy Research Centre, UNSW
Thushara Senaratna (Presenter), Advance Diversity Services
Dr. Charlotte Smedley, School of Social Sciences, UNSW 

2. Cultural Diversity in Australia ?
In 2016, there were over 300 separately identified languages spoken in Australian homes.
More than one-fifth (21 per cent) of Australians spoke a language other than English at home.
After English, the next most common languages spoken at home were Mandarin, Arabic, Cantonese, and Vietnamese.
2016 Census: Multicultural

3. Partner Organisations:
Research Team
Advance Diversity Services (ADS)
Ayah Wehebe
Thushara Senaratna
Rishi Archarya (Assisted with Nepalese FDG)
The University of New South Wales
Dr Charlotte Smedley
Kate Vartuli
Snow Li
Connie Chan
Partner Organisations:
Multicultural Disability Advocacy Association of NSW (MDAA)
Settlement Services International (SSI) Ability Links program

4. Background of the Study
People from Culturally and Linguistically backgrounds have a similar level of disability as Australian- born people with disability (Zhou, 2015). However, they are significantly underrepresented in the disability services (Zhou, 2015) and the NDIS (NDIA, 2016).
The Joint Standing Committee on the National Disability Insurance Scheme reported that data is not available to “report on the number of participants that are culturally and linguistically diverse” (Commonwealth Government 2017, p.16).
This study is a small pilot project funded by Advanced Diversity Services (ADS) with the aims to explore the views and experiences of CALD communities about accessing the NDIS.
St George and Sutherland Shire
(before the NDIS roll out in July 2017)
What are their experiences of preparing for and accessing the NDIS?
Bankstown- Canterbury
(after the roll out of the NDIS)
What are their experiences of registering and accessing the NDIS?
Today, we will focus on what we have done so far and initial findings.

5. Methodology 49 participants were involved in this study.
7 focus groups discussions
6 in different languages
1 with front-line staff
8 interviews
4 people with disability
4 carers
1 participant who was both a person with disability and a carer

6. Methodology So far, we have only transcribed and analysed:
3 Focus groups and
4 interviews

7. Recruitment Recruitment and community collaboration important.
MDAA and SSI have assisted with recruiting participants:
They shared flyers in different languages
Obtaining consent forms (also in different languages including plain English and easy-read)
All interviews and focus groups ensured participants were fully involved in the project and had their voices heard:
Shared a video in Auslan Sign Language in ADS and Silent Signs Facebook pages
Bilingual researchers and UNSW interns facilitated the interviews and focus groups
Interpreters were used for each community focus group

8. Recruitment Challenges
Challenges did arise in organising interviews and focus groups:
Participants from some communities were reluctant to participate in the focus group.
Bilingual workers suggested that fear/shame and negative attitudes prevented their participation.
Participation by members of the Chinese community was high that may be due to their attendance of other workshops about NDIS and good contact with frontline staff.

9. Initial Findings Using Nvivo to code and analyse transcriptions.
Our initial analysis and findings include:
Access to Support Services (St George)
Awareness of the NDIS (St George)
Access to the NDIS (St George + Bankstown)
Experiences of using the NDIS (Bankstown)
Carer’s Concerns (St George + Bankstown)

10. Awareness of the NDIS (St George)
Many participants were aware of the NDIS, its roll out date and contact details.
However, many people reported they still do not understand:
‘how to access the NDIS’
‘what services can be accessed through the NDIS’, and
‘how their current services arrangements will be changed’.
There appeared to be multiple barriers in learning more about NDIS:
“Lack of exposure” to Australian disability support services
Limited language skills
Limited technical skills to navigate information online, including NDIS resources in appropriate languages.
High demanding carer’s role

11. Accessing the NDIS (St George + Bankstown)
“I got a paper with the NDIS logo on it through the mail I asked my sister what it was for and she said not to lose the paper, save it for later” (Interview participant).
Accessing the NDIS (St George + Bankstown)
Contacting the NDIA
Many participants indicated a lack of confidence to contact the NDIA by phone
They also expressed anxiety about successfully articulating their needs
Some participants had received letters from the NDIA however, they did not understand the content and what to do next.
Frontline staff suggested:
there is stigma and sense of shame towards disability
cultural resistance to seek for help
and because the NDIS is a new system, there is fear and concern amongst clients
“Some people receive access forms from the NDIS and they throw it away, they throw it away in the bin” (front-line worker)

12. Experience with NDIS: Support Plan
Findings from FGD Discussion: Mandarin Session
Participants were confused about the steps to take to access NDIS and the information needed to prepare the planning meeting.
The miscommunication between Local Area Coordinator and the planner resulted two participants had false information stated in their first plan. They are waiting for reviews.
One of them said that she had lost most of the services in her NDIS plan compared to what she used to receive through ADHC, and other said her previous plans contain a lot of false information.
Participants stated that communication channel with NDIA was unclear and complicated. The miscommunication within NDIA between the LAC and planner have resulted the initial plans had to be reviewed multiple times.
They, stated that many translators could not translate their needs clearly as the translators themselves were unfamiliar with the disability terms and services . In addition, the translated material about NDIS was reported to be too generic and insufficient.

13. Participants’ Preferred Approach to lean about the NDIS
Significant interest on peer to peer to experience and information sharing were observed as a preferred approach to learn about the NDIS.
Group information sessions was mentioned as an opportunity for social participation, including integrate in Australian society.
Participants responded positively about information sessions provided in their ethnic languages.
Strong need for one to one information supports were expressed among most of them.

14. References
Commonwealth of Australia, 2017, Joint Standing Committee on the National Disability Insurance Scheme, ‘General issues around the implementation and performance of the NDIS - progress report’, Available at: 
National Disability Insurance Agency (JUNE 2016). Quarterly Report to COAG Disability Reform Council 30 June 2016.
Zhou, Q. (2016) ‘Accessing disability services by people from culturally and linguistically diverse backgrounds in Australia’ Disability and Rehabilitation 38(9):