How to “Future-proof” your NDIS business amid industry change
A young man with black rimmed glasses, plays a colourful board game with the support of his female support worker who is guiding his hands.
Business trends come and go, and there will always be a consultant trying to sell you the ‘best’, ‘latest’ or ‘most efficient’ way of running your business. So, what’s worth the investment of time, education and, ultimately, money to ensure your business can stand the test of time?
Few industries have sparked such a massive wave of sole traders, contractors or casual employees as the NDIS in the past decade; so ways of doing business better, while keeping participants front-of-mind, is always a great topic to stay on top of.
With discussions about registration, levels of expected service and methods of feedback and recourse being at the centre of the future of Service Providers within the NDIS space, there are several things that current service providers can fortify in their business practices that will ensure that, come any changes to how the NDIS is administered, the impact to their day-to-day operations is minimal.
This is not an exhaustive list, but think of it as your ‘business capsule’ of core business priorities that will help you steer through any storm of change.
Make plans, for good business and bad times
Like any other business in any other industry, having a solid business plan, outlining your expectations and opportunities is fundamental to success. Part of a good business plan is a Marketing strategy - one of the biggest questions we get in the Kinora Service Provider community is “How do I get new clients?” We’re putting together a series of resources in this area, but we urge you to consider this before you even open your doors to trade. Another fundamental part of operating within the NDIS space is preparing for change or crisis; make sure you have plans and procedures to follow that you’ve set out well before things get tough, so that if or when they happen, you’re prepared and have a roadmap to follow.
Do you have a business plan? Do you have a crisis contingency plan/s?
Record-keeping never gets old
It’s fundamental for NDIS providers to understand and follow the specific record-keeping requirements outlined by the NDIS Commission as part of their day-to-day business operations. It’s common knowledge that there is a huge investment of time involved with the paperwork requirements of operating as a service provider and this could and should impact your case/client load expectations. Regularly updating and maintaining accurate records not only ensures compliance but also contributes to delivering exceptional and transparent services.
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Detailed and secure Client Records, including relevant plan details, service agreement and communications.
Financial Records, including invoices, receipts and financial statements.
Employee Records (if applicable), including employee details, training records/qualifications and communications.
Service Delivery Records, including service logs (date, times and description), progress notes and any other reporting requirements.
Incident and Complaint Records, including incident reports, actions taken, recommendations and a complaints register with outcomes.
Policies and Procedures, including operations manual, quality and safety requirements, staff handbooks and anything else that explains how the business runs.
Quality and Safeguarding Records, including a Quality Improvement Plan with relevant strategies, audit reports and actions taken for areas identified as needing improvement.
Consent Forms and Agreements, including relevant, signed participant consent forms for receipt of services as well as any third party agreements with subcontractors or partners, such as Support Coordinators or Plan Managers.
Are you confident that your current record-keeping is thorough, secure and adaptable?
Technology is your friend, with some conditions
Embrace technology solutions that can streamline business operations and help you adapt to changing regulations. One thing to keep in mind, if you utilise cloud-based technology solutions that, to be compliant, your data must be housed in Australia.
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Client Management Systems for electronic client records, including service agreements and plans, progress notes and can help you stay ahead of reporting requirements.
Scheduling and Calendar Tools such as appointment scheduling apps for clients, staff rosters and service delivery timelines.
Telehealth Solutions, where appropriate, can ensure access and consistent service delivery for some services.
Mobile Apps can equip staff to access client information, update service delivery records, and communicate with colleagues while in the field.
Electronic Invoicing and Billing Systems as well as financial record management and payroll services.
Training Management Systems that incorporate online training platforms, store certifications and manage professional development for staff.
Electronic and cloud-based document management for business documents, policies and procedures to ensure access, security and maintaining accuracy and compliance.
Quality Assurance and Reporting tools and software can assist in monitoring service quality and the implementation of reporting to ensure continuous improvement and compliance
Feedback and survey apps are an easily implemented tool to gather client feedback on a consistent basis.
Have you enlisted technology to ease the strain of some of your business tasks?
Learning never stops, make it a priority
Invest in ongoing professional development to stay ahead of industry best practices, emerging trends, and any new regulations. This will position you and your business as a leader in the industry as well as a knowledgeable and adaptable professional.
Do you invest in your own learning as a priority?
Tell your clients how they can tell you what they really think
Encourage open communication with clients and seek feedback on services on a regular basis, not just when things go right (or wrong). Understanding client needs and expectations can help in adjusting services proactively and maintaining client satisfaction. By building an expected and ongoing feedback process - and having solid, transparent business processes to follow when feedback is given - you’ll be able to stay ahead of and mitigate more service interruptions.
Are you comfortable dealing with feedback from your clients? If not, why not?
Advocate for your clients
Advocate for the needs of clients within the industry and in all of your business dealings. This proactive approach can contribute to shaping policy discussions and ensuring that regulatory changes consider the best interests of service providers and clients. Having a person-centred approach to business is a conscious and deliberate choice that requires continuous improvement, vulnerability and commitment. Because at the end of the day, if you’re not in the NDIS industry to help improve people’s lives, there are plenty of other opportunities out there.
Are you working with your client’s needs at the forefront of your mind?
