Goal 3: Community support

The NDIS has ‘overwhelming support’ from various stakeholders as stated by the Productivity Commission in June 2017.43

Under Goal 3, the NDIA also reports on the performance criteria under Program 1.2 – Community Inclusion and Community Development Grants of the .44

Strategy 3.1

The Agency aims to ‘respect and actively seek the views of people with disability, their families, carers and other significant persons in the design and evaluation of supports and services to participants.’45

Over the year, the Agency focussed on building the capacity to deliver the following activities as identified in the Corporate Plan:

  • involving people with disability, their families, carers and other significant persons in the design and evaluation of supports and services to participants;
  • supporting a culture of service that is open, accountable and welcomes feedback;
  • building confidence in the Scheme and its administration by working constructively with the disability sector; and
  • being the employer of choice for people with disability.

Figure 4: Participant satisfaction quarter 3 2014-15 to quarter 4 2016-17

Figure 4: Participant satisfaction quarter 3 2014-15 to quarter 4 2016-17

Key performance measures for Strategy 3.1

  • Participant satisfaction continued to be above 84 per cent across the year – as outlined in Figure 4 above. This was lower than the satisfaction levels during the trial period and reflects the pressures created by the speed of the rollout this year.
  • The NDIA established a new consultative team and held three workshops to seek the views of people with disability in 2016-17. In addition, the consultative team actively sought the views of people with disability, their families, carers and other significant persons in the design and evaluation of supports and services to participants through:
    • fifteen individual peak body meetings and forums; and
    • five major representations at external key stakeholder or government forums.
  • The NDIA has surveyed 98 per cent of participants entering the Scheme in 2016-17, to establish baseline data relating to participant goals using the NDIS Outcomes Framework.
  • The Administrative Appeals Tribunal () can, in response to applications, review decisions made by the Agency under the NDIS Act, including decisions about whether a person meets the access criteria to become a participant in the Scheme, the supports provided under the Scheme and the registration of providers of support. Total applications for the for the year equated to 0.21 per cent per cent of active participants.
  • The NDIA received 4,968 complaints in 2016-17, with 75 per cent of the complaints closed at 30 June 2017.

Strategy 3.2

Strategy 3.2 is for the Agency to ‘work constructively with governments, peak disability organisations and Agency partners.’46

Over the year, the Agency focussed on building the capacity to deliver the following activities as identified in the Corporate Plan:

  • faithfully representing the interests of people with disability in contributing to the development of policy, service delivery and physical and social infrastructure;
  • acknowledging the role of participating governments as reputational and fiscal shareholders in the Scheme;
  • being transparent through the timely provision of information and data to governments in relation to the performance, expenditure and activities of the Scheme; and
  • working with local governments to build on their local connections and knowledge to build opportunities.

Key performance measures for Strategy 3.2

  • The Scheme’s performance is transparent to the community,47 including through the release of 71 public documents in 2016-17. These include the 2015-16 Annual Report and four NDIA Quarterly Reports to  Disability Reform Council ().
  • The NDIA has worked directly and extensively with participants and providers to identify solutions to improve the participant and provider experience from initial access, planning and the ongoing plan review process.
  • The NDIA has continued to expand its presence across the country to meet ongoing operational requirements, including engaging face-to-face with participants. In 2016-17, six standalone service delivery sites and 39 co-located service delivery sites have been established, bringing the total number of sites across Australia to 79. All service delivery sites planned for 2016-17, to support the bilateral estimates, were in operation at 30 June 2017.48
  • The Agency is building its capacity to influence policy development and social infrastructure. The NDIA has attended the following quarterly intergovernmental meetings in 2016-17: Secretaries NDIS Committee, Senior Officials Working Group and  Disability Reform Council meetings.
  • The Agency participates in tripartite meetings with the Commonwealth and individual states and territories on a fortnightly or monthly basis.
  • The Agency has held six CEO forums with CEOs from across the disability sector.
  • The NDIA funded 21 Partners in the Community to deliver  and  services via $116 million of grants and contracts in 2016-17.
  • The Agency is in the early stages of engaging with local government to leverage local connections and knowledge.

Strategy 3.3

Strategy 3.3 is to ‘raise community awareness and knowledge of how to support people with disability’.49

Over the year, the Agency focussed on building the capacity to deliver the following activities as identified in the Corporate Plan through:

  • building awareness in the community of the value of including people with disability in all social, education and economic activities;
  • providing accessible, accurate, timely, authoritative and multi-media information to the community;
  • demonstrating the capacities and employability of people with disability and those with lived experience of disability by being a leading employer; and
  • being a leader in diversity through exemplary employment and communication practices.

Key performance measures for Strategy 3.3

  • The NDIA has utilised $33,736,808 of  funding committed in 2016-17. There were also 73 Community Inclusion and Capability Development grants awarded, totalling $34,055,105, in 2016-17 to help build capacity for social inclusion and participation for people with disability within their local community.
  • The NDIA aims to ensure that people with disability are welcomed in the community and can readily access support from mainstream services:50
    • thirty-six per cent of participants over 25 years of age with a first plan approved from 1 July 2016 said they had been involved in a community, cultural or religious group in the last 12 months; and
    • eighty-two per cent of participants with a first plan approved from 1 July 2016 access mainstream services.
  • The Agency continued to use social media as a strategic communications tool to engage with its diverse audience in a relevant and timely way.
  • Engagement levels increased across the NDIA’s key channels – YouTube and Facebook. Video played a lead role, with the number of videos released on NDIS TV (the Agency’s YouTube channel) and Facebook increasing by 113 per cent to 66 videos during the period.
  • In May 2017, the NDIA was presented with an award from the Australian Not-For-Profit Technology Awards in the best government agency category. The award acknowledged the quality of the NDIA’s website content and outstanding use of animation and participant story telling through video.
  • Over 14 per cent of the Agency’s workforce identified as having a disability, as at 30 June 2017.

Commentary:
Despite slightly lower participant satisfaction levels this year, compared to the trial period, commitment to the NDIS and the principles of choice and control from the broader community remain strong.

The NDIA has met with over 300 participants, carers, families, and providers to identify solutions to improve the participant and provider experience from initial access, planning and the ongoing plan review process. On a broader level, the Agency placed a greater focus on consultation and community engagement in 2016-17.

43. NDIA Corporate Plan 2016-21, page 18. Back to footnote

44. 2016-17 1.2 (Community inclusion and Community Development Grants), page 152. Back to footnote

45. This is one of the indicators of success under Goal 3, NDIA Corporate Plan 2016-21, page 19. Back to footnote

46. NDIA Corporate Plan, 2016-21, page 19. Back to footnote

47. This is one of the indicators of success under Goal 3 outlined in the NDIA Corporate Plan 2016-21, page 19. Back to footnote

48. This is one performance target set against 2016-17 Program 1.3 (Agency costs): ’90 per cent of services centres are opened as per the bilateral estimates’. It should be noted that no target was set in the Bilateral Agreements for service centres, but the NDIA has operationalised services centres to support the bilateral estimates of participant space between numbers, page 152.
Back to footnote

49. NDIA Corporate Plan 2016-21, page 19. Back to footnote

50. This is one of the indicators of success under Goal 3 in the NDIA Corporate Plan 2016-21, page 19. Back to footnote

Wheelchair athlete and model, Robyn Lambaird.

Wheelchair athlete and model, Robyn Lambaird.