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MSWA Bulletin Magazine Spring 2019

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THE NDIS TEAM NDIS

THE NDIS TEAM NDIS SUPPORT COORDINATION The introduction of the NDIS provided the opportunity for those living with a permanent disability to play an active role in the selection and funding of service delivery. For the first time individuals can manage their own support services and find the right provider for their needs. However, while empowering, this navigation can be a complicated and challenging proposition and although some people may embrace this task, the NDIS does provide a funded service to help you connect with services and get the best from your plan. This service is called Support Coordination and it is here to help you. WHAT IS SUPPORT COORDINATION? Support Coordination is a funded service within your NDIS plan. The role of Support Coordination is a service that seeks to support customers and improve their understanding of the NDIS. This is a capacity building service that assists with the implementation of a participant’s plan, including connection to informal, mainstream, community and funded supports and interaction with the NDIA. Not all customers receive Support Coordination funding in their plans with the determination of this being based on the customers capacity to utilise their NDIS plan. At MSWA, our Social Welfare Officers are experienced Support Coordinators who can help you to maximise your NDIS plan by connecting you to external providers and ensuring that: / You have genuine choice and control of your NDIS plan; / Provide information on services and supports that are best suited to you; / Assist you in resolving points of crisis and any issues you may have with service delivery; / Assist you to understand the funding set out in your plan and to plan your budget around this funding; / Support you to work towards your goals as outlined in your NDIS plan; / Assist you to request additional funding through NDIA should you experience any significant changes in your circumstances; / Provide support when your plan is due for review. WHAT DO YOU NEED TO DO TO ACCESS SUPPORT COORDINATION? As mentioned not everyone gets Support Coordination in their NDIS plan so it’s important to be proactive in accessing this service. Before your planning meeting or plan renewal meeting, it’s worth noting the reasons why you feel like it would be important for you to have Support Coordination in you NDIS plan. Remember to tie your request back to the idea of capacity building and be clear about how it will help you to achieve your goals. The NDIS offers people with a disability the ability to be the driver of their own services. However, if you feel that a little bit of GPS support may help you get the most out of your NDIS journey, then a Support Coordinator is for you. If you would like to find out more, then contact the NDIS team and discuss whether you are eligible and if its right for you. 14

THE NDIS TEAM NDIS FEEDBACK THE KEY TO DRIVING CHANGE Microsoft boss Bill Gates once said “We all need people who will give us feedback. That’s how we improve.” And he should know, as his company once invented Clippy, the most hated virtual assistant known. However, whether dealing with an animated paperclip or navigating the emerging world of the NDIS, the need to receive feedback and the importance of acting on it remains critical to the long-term success of businesses. Paradigm shifts are nothing new to the disability sector. In fact, one of the main objectives of the NDIS was to stop the constant changes and install a more consistent approach to Disability Services. However, the person-centredness approach embraced by the NDIS is a gamechanger and has meant more changes for organisations than anything previously experienced. So how do we get it right? Person-centredness presents two types of challenges for service providers. The first is conceptual and requires new and innovative ways of thinking about service provision. The second is practical, in terms of staffing and processes. In order to get the ‘conceptual’ challenge right, it is vital that service providers remain alert to the needs of their customers, understand the changing dynamics, and utilise customer feedback to help improve and shape the organisation. This feedback is vital for our ability to design services that will meet the needs of current and potential customers. There is great potential for future growth, however, in order to do so there requires a shared commitment to improving on the present. This is where the ‘practical’ component comes into the picture as it’s not just about collecting the feedback, it’s also about utilising it to improve customer service. Thankfully MSWA has embraced this challenge and is collecting feedback to help improve service delivery. Our hope is that over time our services under the NDIS can become even more responsive and tailored to our Customers. This is, in itself, a difficult proposition as participants’ expectations and experiences can be strongly influenced by their own circumstances, but it is something on which we are very focused. Service delivery under the NDIS is an ongoing relationship between MSWA and its Customers. Both parties need to be getting the best from the experience for it to be successful. As relationship guru Dr Phil always stresses, “Communication is the concrete slab on which all relationships are built.” MSWA is keen to continue to hear from you, about what we are doing well and what we can work on to help build a strong NDIS relationship. If you would like to provide feedback, please contact us at ndisenquiries@mswa.org.au or on 1300 097 989. GEOFF HUTCHINSON MANAGER NDIS BUSINESS DEVELOPMENT 15