Menu
At Inclusion Tree, we believe that true support begins with understanding; our participants’ needs, the systems designed to protect them, and how we can continuously improve our services to foster independence and dignity. Recently, we had the privilege of hosting representatives from the NDIS Quality and Safeguards Commission (NDIS Commission) for an open discussion about our practices, policies, and the unique We-Flow principles that guide our work.
This meeting wasn’t an audit or investigation but rather a voluntary exchange that allowed us to showcase our commitment to transparency while gaining valuable insights into how we can further strengthen safeguards for the people we support. Below, we’ll explore:
The NDIS Commission is an independent body overseeing the safety and quality of services provided under the National Disability Insurance Scheme. Its core functions include:
Why Safeguards Matter
Safeguards exist to protect NDIS participants from harm, whether through neglect, exploitation, or poor service quality. These protections are embedded in both NDIS policies and broader Australian Consumer Law, which guarantees:
However, safeguards go beyond legal frameworks; they’re about cultivating an environment where participants feel empowered to speak up if something isn’t right. This could mean raising concerns with a provider, seeking support from an advocate, or contacting the NDIS Commission directly.
At Inclusion Tree, we see safeguards not just as compliance requirements but as foundational to trust. Our participants deserve to know that their well-being is prioritised at every step, from selecting support workers to managing their plans.
The NDIS Commission’s visit focused on three core areas:
1. Conflict of Interest: Staying Accountable
One of the Commission’s key interests was how we identify, record, and manage conflicts of interest, whether financial, relational, or organisational. At Inclusion Tree, we maintain an active Conflict of Interest Register, where staff declare any potential biases.
However, the discussion revealed an opportunity for improvement: better documentation of how we present choices to participants. For example, suppose a participant prefers a support worker who is also a family friend. In that case, we must clearly show that alternative options were offered and that the decision was fully informed.
For us at Inclusion Tree, avoiding conflicts is not enough; we need to demonstrate that participants are making empowered choices.
2. Delivering High-Quality Support Coordination
Support coordination is more than just connecting participants with services; it’s about building capacity, fostering independence, and ensuring seamless plan implementation. Some of our processes, include:
A standout feature was our integration of We-Flow principles, a methodology that prioritises human connection, agile decision-making, and collective intelligence. Unlike rigid, bureaucratic approaches, We-Flow allows us to adapt quickly to participant needs while maintaining rigorous compliance.
3. Championing Participant Choice
Perhaps the most meaningful part of our discussion centred on upholding participant autonomy. We want to ensure that proper choice isn’t just about offering options; it’s about ensuring participants understand those options and feel confident in their decisions.
We gather feedback through surveys, welcome packs, and “dignity of risk” conversations, but we recognise a need to document these interactions better. Moving forward, we’re exploring tools that will help make our participant’s choices more visible in our records.
The Commission appreciated our willingness to ‘overshare’ because real compliance isn’t about hiding flaws but about addressing them openly.
Many disability providers focus solely on compliance, but we blend best-practice standards with human-centred innovation at Inclusion Tree. This is where We-Flow comes in, a framework built on three transformative principles:
1. Intentional Culture: Where Values Drive Action
Traditional workplaces often have unwritten rules about how people “should” behave. We-Flow flips this by codifying our culture into actionable practices. For example:
This creates an environment where both staff and participants thrive.
2. Intentional Flow: Agility in Support
Disability support shouldn’t be slowed down by red tape. We-Flow helps us respond dynamically to participant needs, whether adjusting a support plan after feedback or quickly resolving a scheduling conflict.
3. Human Support Systems: Beyond Transactions
Support isn’t just about tasks; it’s about relationships. Our trauma-informed approach ensures that every interaction, from counselling to behaviour support, honours the participant’s dignity.
“We-Flow isn’t a buzzword; it’s why we can balance compliance with genuine care.”
The NDIS Commission visit reinforced that growth never stops. While we commend our own transparency, we’re already acting on insights we gained by:
Safeguards aren’t just rules; they’re the foundation of trust. At Inclusion Tree, we’re happy to be transparent with the NDIS Commission not because we’re perfect but because we’re committed to improving daily.
By merging rigorous safeguards with We-Flow’s human-centred agility, we’re redefining disability support as a system where participants don’t just receive services but are on their journey.
We acknowledge the connections of First Nations People of Australia to the land, sea and community on which we live and work. As custodians of this sacred land we respect and acknowledge Elders, past, present and emerging.