Welcome Pack
Welcome To NDC!
We support Australians with a disability to Take control and live a life they love.
NDC is dedicated to supporting every aspect of a person’s care to help support their quality of life – from the big things like accommodation, to the smaller things like cleaning.
Quality Of Life And Peace Of Mind
Built on innovative concepts and with a broad network of resources to draw on, National Disability Council aim to grow to be a leading provider within the disability community.
With a local focus, but national service areas, NDC empower our staff to build a strong and reliable team so that you can access the support you need, when you need it.
We are an NDIS provider that is here to make a difference – both to the quality of life for the people we work with, and to make the lives of their carers easier. We believe in clear communication, reliability and full transparency!
Thankyou for choosing NDC. Our team can’t wait to support you to work towards your goals and live an empowered life.
Our Vision
To remove the barriers that stand between the NDIS and the disability community and to support people to live an empowered life.
Our Mission
To work collaboratively with NDIS participants to provide exceptional services to achieve their goals.
Values
NDC focus on person centred support, individual goal achievement and to assist our clients to reach their full potential. We provide support through experienced, caring and trained staff and encourage a workplace culture based on our values:
Collaboration
Trust
Community
Respect
What We Do As A Support Provider
Listen
Our Care Coordinators will listen to your needs and ensure that your voice is heard. We take a team approach to support services and always ensure that your supports are based around your needs and requests.
Goal orientated supports
As a support provider, we work with other stakeholders involved in your care to ensure that we are working collaboratively in your best interests. We always ensure that the work we do is supporting you to work towards your goals.
Available when you need us
National Disability Council have an on-call service for last minute shift cancellations and requests for additional support.
Our on-call service is not a crisis service
Our local Care Coordinators are always available during business hours to discuss your needs and concerns.
Supporting Documents
If you have received services from us, our team can provide supporting documents for your plan reviews or change in circumstances. In collaboration with shift notes, stakeholder engagement and conversation with you, we are able to provide reports on request.
What we are not
We are not a Crisis Service
We can help you plan how to manage conflict and crisis in your life, however our protocol in crisis means that we would refer you to other services that can support your immediate needs.
We are not Advocates
We can put you in touch with an advocacy service if you need one. Advice or information that NDC staff give is general information only, based on a generalised understanding of your situation.
We do not manage your plan’s funds
We do not manage your money, process your invoices or make decisions about your funding, but we can work with your allocated budget to ensure the supports provided by us fit within the budget. We will also work with your plan manager where required for queries regarding funds.
We Are Human Too!
While we do have an on-call service, non-urgent queries will be responded to as soon as practicable during business hours.
Your Privacy
How we respect your privacy
We understand that privacy is important to you, therefore it is important to us. The following information will explain how we handle your personal confidential information, in particular how your information is stored.
National Disability Council uses a cloud based software and storage system. We take the storage of confidential information very seriously. All data is securely stored and accessed only via 2 factor authentication.
As part of our intake process, we will provide you with a consent form. This form seeks permission to discuss your support needs with your other stakeholders – like your support coordinator, OT or psychologist. Giving us the opportunity to collect information from other providers will help us understand how best to support you safely. The more we understand about you, the better we can support you and work collaboratively with your team.
We will not share any information that you give us or that we collect from other service providers without getting your permission first. Our team members will, of course, have access to your information as well as any relevant authorities, but only if we (or they) are concerned with your immediate health and wellbeing. If your health and wellbeing become a concern, we may also share your information with your legal guardian or caregiver, but only if requested. If you have any further questions about how your personal information is handled, please ask us.
Your Rights And Responsibilities
As an individual using our services, you have rights that you should be aware of. We recognise your rights and are here to support and assist you in exercising these rights in achieving your goals. NDC adopts a policy of non-discrimination regarding eligibility and entry to services, and in the provision of our support services to individuals.
You Have The Right To...
Have access to supports that promote, uphold and respect your legal and human rights. Exercise informed choice and control. Freedom of expression, self-determination and decision-making.
Be provided with access to supports that respect your culture, diversity, values and beliefs.
NDC has strong operational management and all supports are overseen by qualified and experienced Care Coordinators who have expertise in providing person-centre supports. Our management team have a process in place to manage risks and incidents to continually improve our services.
NDC provides a service that respects your right to privacy and dignity. We support you to make informed choices which will maximise independence. We will provide you with access to supports that are free from violence, abuse, neglect, exploitation or discrimination.
We Ask That You...
Respect the rights of team members, ensuring their workplace is safe and healthy and free from harassment.
Provide us with information that will help us better meet your needs. Provide us with a minimum of 24 hours’ notice when you will not be available for your service or support.
Communicate with us as much as practicable when your needs change.
Understand that we are bound by our Code of Practice and the NDIS Code of Practice, and as such may be limitations to the supports we can provide.
Our Responsibilities To You
NDC are committed to listening to and understand your needs.
We strive to always meet your needs to the best of our ability.
NDC Will...
- Provide the supports that meet your needs at the preferred times.
- Regularly review the provision of supports with you.
- Communicate openly, honestly and promptly.
- Treat you with courtesy and respect.
- Talk with you on decisions about how supports are provided.
- Listen to you for feedback and any problems which may arise.
- Give you 24 hours’ notice if there is to be a change in a scheduled appointment to provide support if possible.
- Keep your personal information private.
- Keep you safe and ensure the safety of others.
How We Manage Incidents
What Is An Incident?
An ’incident’ is any event or circumstance that resulted, or could have resulted, in unintended and / or unnecessary harm to a person, or loss or damage to property.
An incident may also be a near miss which did not cause harm, but had the potential to do so, a medication error, anything illegal (eg assault, sexual misconduct or fraud), any event which deviates from standard policy or procedure.
NDC aims to protect and prevent harm to our NDIS participants, so we have systems to manage all incidents that might relate to people receiving our support and using our services. NDC implements a continuous improvement for service provision model, which means that we are committed to investigating every incident to identify ways that we can improve our service provision.
How Do We Manage Incidents?
NDC staff are required to report any incident that occurs while providing support services to NDIS participants.
Incidents are usually documented straight away, but always within 24 hours of the incident occurring. Some incidents are required to be reported to the NDIS Quality and Safeguards Commission.
Staff are required to complete an ‘Incident Report Form’ which is logged with management staff straight away. Our Care Coordinators then initiate our incident management procedure and investigation.
NDC staff will arrange for the necessary support and assistance to anyone affected by the incident, including debrief for staff and affected persons.
Every incident is thoroughly investigated by our incident investigation team and Operations Manager, with a focus on continuous improvement, safety and resolution. Our investigations drive the process of continuous improvement in the services that we provide to you. Anyone affected by the incident will be included in the handling and resolution of the incident. This includes ensuring that your voice is heard and your feedback of the management of the incident is taken on board.
During the incident investigation process, NDC strives to implement strategies to avoid the recurrence of incidents occurring. All documents relating to an incident are stored securely for 7 years from the day the report is made.
Incidents documented
‘Incident Report Form’ logged
Incident investigation
All documents stored for 7yrs
Complaint Management
NDC implements a continuous improvement for service provision model, which means that we are committed to receiving and taking on board your feedback, including any complaints you may have.
Please tell us if you are not happy with the support or services that you have received and let us know what we can do to improve your experience with us.
Generally, we will provide you with opportunities to provide feedback throughout the course of your engagement with us.
NDC are committed to offering the most appropriate communication method for your needs. Whether this be interpreters, special communication aides, in person or via email or other technology assisted methods.
Ways To Make A Complaint
- Tell your Support Worker or someone you trust
- Call or email our Operations Manager or your Care Coordinator
- Complete our complaints form below
NDC will take time to listen to your concerns and will always take them seriously. Our staff will document what we talk about so that we can take next steps in addressing your concerns.
We will always deal with complaints fairly and quickly and find resolutions for your concerns.
What Happens Next
We will give you the time to explain your concerns and listen to your suggestions about how we can address them. Sometimes it might take longer than one discussion to resolve an issue. We will assist you to complete a complaint form so that we have an accurate understanding of what your concerns are. With your written complaint to guide us, we can work with you to navigate all the issues, investigate your concerns completely and work out a fair and reasonable solution to the problem. We will keep you informed every step of the way!
If you feel that your complaint has not been resolved in a way that you had expected, then you can make a complaint to the NDIS Commission. The NDIS Commission is independent and is there only to protect the interests of people who use the support and services of any NDIS Service Provider. Complaints can be made verbally or in writing. Complaints can also be anonymous.
You can Contact NDIS Quality and Safeguards Commission anytime on 1800 035 544 or www.ndiscommission.gov.au
NDC Complaint Form
