Building supportive relationships with your NDIS Providers
[Image description: A young man wearing a blue top sits in a wheelchair, smiling and looking back at a woman in a grey top holding a bowl and spoon.]
How to tell if they're on your side
It’s a vulnerable feeling, inviting strangers into our homes and lives. How do you know if you can trust them, and will they actually help you? Taking the time to properly interview a new service provider can not only help alleviate some of that anxiety but can stack the odds in your favour for better NDIS outcomes.
When figuring out what a good provider looks like there’s two different elements to consider - are they good on paper and are they good in person.
Good on paper
There are certain things that you always want to check before starting a relationship with a provider; the verifiable stuff like compliance, quality checks and experience. Next-door-neighbour Bob might be willing to take on your vacant support worker role but is he actually up to NDIS standards and has he ever done this kind of thing before?
What to look for will vary depending on the type of service you’re seeking, but here’s some basic things to check in a prospective provider:
Qualifications - have they completed the necessary training/degree/certificate for their role? Particularly crucial for any type of therapist. A great provider will have no problem showing you or telling you about their qualifications; they put in a lot of work to achieve them!
Experience - do they work with other clients with disabilities and are they achieving good outcomes for them? How long have they worked in this field? Or how long have they worked with NDIS participants?
Compliance - do they have a current police check, working with children check and NDIS worker screening check? Are they familiar with the NDIS code of conduct? If they are NDIS registered you can rest assured they are adhering to the NDIS standards and regulations. Don’t discount non-registered providers though, being registered means they are a compliant provider but it doesn’t necessarily mean they are the best one for you.
Service Offered - do they offer the service you need at value for money? Do they have expertise in exactly what you need?
Capacity - what’s the current wait time for their service and how often will they be able to fit you in now, and on an ongoing basis? Do their working hours fit your schedule?
Good in person
This is all the ‘human’ stuff, the so-called ‘soft skills’ or what a doctor might call bedside manner. A service provider could have a wall filled with fancy certificates but if you can’t connect with them, person-to-person, they are not the provider for you.
This can be a bit tougher to evaluate but you can contact them for a chat or send them an email and don’t be afraid to ask questions.
Reputation - were they recommended to you by anyone; what are their thoughts? What do online reviews say on Google and Facebook? You can also ask the NDIS for information on the quality of the service provider.
Communication - are they easy to communicate with, including listening to any concerns? Make sure they are willing to communicate in whatever format is best for you - if you let them know email is best and they constantly phone you, that’s a red flag.
Responsiveness - do they respond to you in a timely manner and act on feedback? A good NDIS service provider should be responsive to your needs and be available to provide support when and how you need it.
Personality - are they polite, do they treat you with respect and do you feel good in their presence? You don’t need providers to be your friend but it certainly works better when you get along with them.
Flexibility - are they flexible and adaptable? A provider needs to be willing to work with you to find solutions that meet your specific needs and circumstances.
Kinora service provider checklist
We’ve created a checklist to help you evaluate and compare potential providers using the points above. Fill it out for each provider you’re considering so you can clearly see how they stack up against each other to narrow down your decision.
If you can’t find any of the answers on their website or social media pages, give them a call or send an email, how quickly and thoroughly they respond will also let you know how responsive they are.
Download your FREE Provider Checklist here
When it doesn’t work out
It doesn’t always work out like a fairy tale and that’s ok. You’re not going to get along great with everybody, and you may start off with a great provider but realise down the track they’re not the one for you. Don’t be scared to start seeking out other providers or to put your name on waitlists.
It can be scary to start over and lose a relationship you’ve put a lot of time and energy into but try and think long term. Ask yourself whether you’re getting the support and outcomes you need now and how will that compound over time. Sometimes the best thing to do for yourself is to move on - but if you’re making great progress toward your goals with the provider despite not getting along like a house on fire, then you may decide to stick with them.
If your concerns with a provider are greater than a clash of personality and you feel they’ve acted unethically or unlawfully or if they’ve treated you badly or something has gone wrong, be aware that you can (and should) report them to the NDIS Quality And Safeguards Commision:
NDIS Commission | Make a complaint about a provider
Better support for better outcomes
The more you are open to cultivating a good relationship with your provider, the better your outcomes will be.
You’ll receive better support and receive it in a way that works for you.
You’ll make better progress towards your goals as you collaborate together.
You’ll widen your circle of support to include another person who genuinely cares for your wellbeing.
You’ll have improved progress reports for the NDIS as your provider will better understand your wants and needs - and this could lead to improved funding for the next plan.
Your provider won't ever be able to walk in your shoes, however, the more we help providers understand our own journey and bring them along with us, the easier the journey will be.
Our Kinora community is filled with passionate, knowledgeable providers who care about making the NDIS better for everyone. Come chat with them today or search for one in our marketplace.
