Talking on phone

Prototyping an after hours NDIS service

The implementation of the National Disability Insurance Scheme (NDIS) requires disability service providers to become more responsive to the needs of the people they support and at the same time operate in cost effective ways.

An issue most disability service providers are familiar with, is coordinating responses to after-hours calls from clients accessing services and support workers seeking guidance. These duties usually fall to team leaders who assume responsibility as part of a rotating roster.

Our clients presented this as an ongoing issue and TACSI worked collaboratively to engineer and test a prototype to assist the providers with after-hours support. Working closely with our team a tool box of approaches and evaluation approaches was developed and is now being tested.

This project was a collaboration amongst several stakeholders including Innovative Workforce Fund, funded by the Department of Social Services and administered by National Disability Services. The project was a partnership between Community Living Australia, Lutheran Disability Services, Lighthouse Disability and TACSI over a 12 month period.

Want to know more? Read our case study and view our tools.