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Your G8Way ... To Customer Focused Support

Seeing the NDIS participant as a customer is a new way of working in the disability services marketplace. As a customer the NDIS participant will expect to be treated with the same respect as any customer would.

In this section, you will learn about customer-focussed service, supporting the Participant to meet their NDIS plan outcomes, providing choice and control and ensuring value for money.

Customer Satisfaction

General Expectations

Expectations ebb and flow and each Participant will have different needs. To fulfil those needs you will need to know what they are and how the Participant expects you to meet them.

Common expectations of the Participant include a support worker who:

  • they can trust and will value and respect them
  • provides efficient and appropriate supports
  • delivers high-quality, person-centred supports that demonstrate value for money
  • responds promptly and appropriately to requests, whether online, by phone or in person
  • provides services in a timely manner to avoid delay and long waits
  • is appropriately trained and competent
  • maintains a healthy and safe environment.

When you ask Participants about their satisfaction with the services and supports you provide, you might find additional expectations arise. These may be addressed on an individual basis or as part of improving customer experience generally. A few additional things Participants may expect are:

  • to know their options before they make a decision
  • a sense of belonging and well-being
  • for things to be simple and made easy, and to avoid any additional burden
  • to share a sense of pride in their successes and accomplishments

Person-centred in practice

Think Local Act Personal shared the following tips on how to be person-centred

  • start with the assumption that people have capacity
  • empower people to do as much as possible for themselves and provide support when and for what they want or need it
  • provide easy-to-use and accessible planning tools
  • provide encouragement
  • provide information in a manner that is helpful and does no overload
  • be conscious of the individual's profile, culture and communication preferences
  • flexibility, choice and control may mean different things for individuals - ask them!

Participant perspective

People with disability who are Participants of the NDIS have the power to choose.

To stay relevant in this environment your organisation and your support worker role will need to be focussed on the customer and conscious of the support, services and experiences on offer.