NDIS introduces new pathway to improve participant experience

DATE: 18 October 2017

NDIS introduces new pathway to improve participant experience

On 18 October, the National Disability Insurance Agency (NDIA) released details of a new ‘pathway’ designed to improve the experience people and organisations have with the NDIS.

On 18 October, the National Disability Insurance Agency (NDIA) released details of a new ‘pathway’ designed to improve the experience people and organisations have with the NDIS.

This is about the experience that participants and providers have from their first interaction to their ongoing engagement with the NDIS.

Through workshops – that Yooralla participated in – the NDIA identified issues where the NDIS needed to improve. The new pathways included feedback from Yooralla, participants and other providers and will include:

  • a consistent point of contact for participants, who will play a key role in empowering participants to achieve outcomes
  • planning being undertaken with a skilled Local Area Coordinator or NDIA planner who will spend time understanding the unique needs of each participant
  • a stronger focus on the broader system of supports for people with disability, including other government services such as health, education and transport, to promote greater inclusion and a sense of community for people with disability
  • communication which emphasises the objectives of the NDIS, with a clear focus on outcomes and goals during planning discussions
  • information that is clear and consistent and available in accessible formats such as plain English and braille, and
    ·an improved NDIS portal and tools, combined with more straightforward processes that will reduce the administrative cost for providers.

So what does this mean?

  • Face to face meetings: All planning meetings can be held face to face, instead of over the phone.
  • Information that is simple and accessible: More information will be published in Braille and plain English.
  • More information and tools for planners: Planners will have access to more information and tools to help people develop their plans and will have a better understanding of different types of disability.
  • Connecting to other government services: ​The NDIA will help connect participants with other government services, such as health, education and transport.
  • The NDIS portal will be easier to use: The portal will be changed to make it more straightforward and easy to use.  
  • A consistent point of contact: So participants can get their queries answered more efficiently, and service providers will have a key contact into the NDIA.

The NDIS has not announced when and where the changes will be piloted.

You can more about this announcement on the NDIS website.

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