NDIS Support Provision Market Stewardship Benchmarking Survey

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* 1. What is your organisation's registration status with the NDIS?

Registered

Not Registered - with no intention of registering

Not Registered - But intending to be registered in the next 12 months

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* 2. In what year was your organisation established?

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* 3. In which states does your organisation provide services? (Select all that apply)

New South Wales

Victoria

Queensland

South Australia

Western Australia

Tasmania

Northern Territory

Australian Capital Territory

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* 4. What supports and services does your organisation provide?

SIL

Community Participation

Supports with Daily Living

Community Participation within a location - eg day program

Behaviour Support Provider

Allied Health (OT)

Allied Health (Speech)

Support Coordination

Plan Management

Other (please specify)

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* 5. Does your organisation have a speciality? (a specific area of focus or expertise within the services provided by an organisation (e.g., individuals with psychosocial disabilities, children, or participants with high-intensity physical support needs).

Yes

Not sure

If yes, who is your speciality cohort

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* 6. What type of business entity is your organisation?

Non-Profit

For-Profit

Social Enterprise

Sole Trader or Partnership

Other

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* 7. How many years of experience do you have working with people with disability?

less than 3

4 - 7

8 - 12

13+

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* 8. How many years of experience do you have leading business

Less than 3

4 - 7

8 - 12

13+

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* 9. Roughly how many NDIS Participants do you support?

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* 10. What is your participant retention rate

Not sure

Less than 50%

51 - 70%

71 - 80%

81 - 90%

91 - 100%

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* 11. What do you consider the biggest barrier to achieving positive participant outcomes?

Limited funding or resources.

Difficulty in meeting complex needs.

Ineffective communication between providers, participants and stakeholders.

Lack of staff expertise or capacity.

Other (please specify)

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* 12. Does at least 90% of your organisational revenue come from the NDIS?

Yes

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* 13. What was your organisation's annual NDIS revenue in FY 23/24?

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* 14. What was your organisation's annual profit in FY 23/24

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* 15. How often does your organisation review budgets and cash flow

Once a week

Once a month

Once a quarter

Annually

Only as needed

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* 16. What are the main financial challenges your organisation faces?

Delays in payment processing by the NDIA.

Insufficient funding for high-intensity supports.

Rising operational costs (e.g., wages, resources).

Difficulty maintaining a positive cash flow.

Inability to form required participant ratio's - eg SIL funding at 1:3 but only 2 people currently receive services

Complexity of the SCHADs award

Other (please specify)

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* 17. What system(s) does your organisation use for managing NDIS support provision? (your main system for rostering, billing and participant information)

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* 18. Does this system meet your business needs

Yes

not sure / maybe / partially

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* 19. Are you confident that you are using your system to its fullest capability?

Yes

not sure / maybe

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* 20. What do you see at the biggest operational challenge in delivering quality NDIS Services?

Managing participant expectations.

Balancing workload and available resources.

Ensuring consistent quality across all services.

Adapting to participant-specific needs.

Having enough staff

Working with other department entities such as health or justice

Other (please specify)

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* 21. How many executives are in your organisation?
(Position title doesn't matter. This is aiming to identify senior leadership positions, who are responsible for its strategic direction, governance, and overall performance.)

comments

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* 22. What is the average salary expenditure for executives in your organisation per annum?

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* 23. How many frontline leaders does your organisation have? (primary purpose to support and guide direct participant facing staff. May still have a level of direct service provision)

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* 24. How many participant facing, direct service people do you have in your organisation?

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* 25. What was your organisations average staff turnover rate for the last 12 months

We don't track this data

less than 10%

10 - 20%

21 - 30%

31 - 40%

41% +

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* 26. How confident are you in your understanding of the legislation and regulations that direct how NDIS Service Providers operate?

Extremely confident

Very confident

Somewhat confident

Not so confident

Not at all confident

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* 27. Do you believe the current NDIS Auditing Process supports the industry to achieve best practice?

Yes

Partially

Not sure

Tell us why you think that

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* 28. What is your biggest compliance challenge?

Keeping up with changes to NDIS legislation, regulation and guidelines

Managing incident reporting and risk registers.

Completing audits and maintaining documentation.

Training staff on compliance requirements.

Other (please specify)

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* 29. In the last 6 months, what training is required to be completed by staff

Face to face induction

Virtual induction

Buddy shifts

Online Learning through a Learning Management System

Face to face internal training on skills relevant to our organisation (i.e your organisation has designed and delivered)

Competency Assessments

Training provided by a participant's support network on implementing a plan (eg behaviour support or OT Etc)

Face to face external training on skills relevant to our organisation (i.e your organisation has paid a third party to design and deliver)

Provided funding and supports for nationally accredited training (this does not include having a certification as a minimum recruitment requirement)

None of the above

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* 30. What data do you collect and review at least quarterly for indicators of organisational performance

Profit and Loss

Vacancies

Staff retention

Staff formal performance issues

Incidents

Complaints

Completed Staff Supervisions

Completion of mandatory participant documentation

Participant goal achievement

Other (please specify)

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* 31. In the last 6 months, how many times has your organisation edited your organisational risk management register / strategy (actually made a change, not simply reviewed)

2-4

5-7

8-10

11+

We don't have an organisational risk register / strategy

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* 32. How does your organisation utilise internal auditing processes to guide and improve your NDIS business operations

We do not currently use internal auditing in our business processes.

To ensure compliance with NDIS Practice Standards and regulations.

To identify areas for quality improvement in service delivery.

To assess the effectiveness of policies and procedures.

To monitor financial performance and resource allocation.

To evaluate workforce training and competency levels.

To manage and mitigate operational risks.

To gather feedback and insights

Other (please specify)

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* 33. How do you define 'quality' in your organisation?

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* 34. What is the duration of your current strategic plan

We don't have a strategic plan

We use a quarterly rolling strategic planning process

1 year

2 or 3 years

4+ Years

Our current strategic plan is out of date

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* 35. What is the single most important strategic priority for your business in the next 12 months?

Enhancing compliance with NDIS Practice Standards and regulatory requirements

Improving financial sustainability and cash flow management.

Growth of participants supported or entering new markets.

Improving staff recruitment, training, and retention.

Strengthening internal systems and operational efficiencies.

Increasing participant satisfaction and outcomes.

Developing innovative support models to better meet participant needs.

Focusing on risk management and mitigation strategies.

Building stronger stakeholder and community relationships.

Designing and embedding our own internal definition of quality support

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* 36. If you could make one change to improve the National Disability Insurance Scheme (NDIS) as a whole, what would it be?

Simplify and streamline the planning and review process for participants.

Increase funding for participants to better meet their support needs.

Reduce administrative burdens for service providers.

Improve communication and transparency between the NDIA and stakeholders.

Enhance the training and qualifications required for NDIS workers.

Introduce stronger measures to address fraud and ensure funding integrity.

Improve access to services in rural and remote areas.

Develop better support for participants with complex needs.

Other (please specify)

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* 37. In the last 12 months, has your organisation considered ceasing NDIS Supports (either by choice or necessity)

Yes

NDIS Support Provision Market Stewardship Benchmarking Survey

Question Title

* 1. What is your organisation's registration status with the NDIS?

Question Title

* 2. In what year was your organisation established?

Question Title

* 3. In which states does your organisation provide services? (Select all that apply)

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* 4. What supports and services does your organisation provide?

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* 5. Does your organisation have a speciality? (a specific area of focus or expertise within the services provided by an organisation (e.g., individuals with psychosocial disabilities, children, or participants with high-intensity physical support needs).

Question Title

* 6. What type of business entity is your organisation?

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* 7. How many years of experience do you have working with people with disability?

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* 8. How many years of experience do you have leading business

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* 9. Roughly how many NDIS Participants do you support?

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* 10. What is your participant retention rate

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* 11. What do you consider the biggest barrier to achieving positive participant outcomes?

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* 12. Does at least 90% of your organisational revenue come from the NDIS?

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* 13. What was your organisation's annual NDIS revenue in FY 23/24?

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* 14. What was your organisation's annual profit in FY 23/24

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* 15. How often does your organisation review budgets and cash flow

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* 16. What are the main financial challenges your organisation faces?

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* 17. What system(s) does your organisation use for managing NDIS support provision? (your main system for rostering, billing and participant information)

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* 18. Does this system meet your business needs

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* 19. Are you confident that you are using your system to its fullest capability?

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* 20. What do you see at the biggest operational challenge in delivering quality NDIS Services?

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* 21. How many executives are in your organisation? (Position title doesn't matter. This is aiming to identify senior leadership positions, who are responsible for its strategic direction, governance, and overall performance.)

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* 22. What is the average salary expenditure for executives in your organisation per annum?

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* 23. How many frontline leaders does your organisation have? (primary purpose to support and guide direct participant facing staff. May still have a level of direct service provision)

Question Title

* 24. How many participant facing, direct service people do you have in your organisation?

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* 25. What was your organisations average staff turnover rate for the last 12 months

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* 26. How confident are you in your understanding of the legislation and regulations that direct how NDIS Service Providers operate?

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* 27. Do you believe the current NDIS Auditing Process supports the industry to achieve best practice?

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* 28. What is your biggest compliance challenge?

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* 29. In the last 6 months, what training is required to be completed by staff

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* 30. What data do you collect and review at least quarterly for indicators of organisational performance

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* 31. In the last 6 months, how many times has your organisation edited your organisational risk management register / strategy (actually made a change, not simply reviewed)

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* 32. How does your organisation utilise internal auditing processes to guide and improve your NDIS business operations

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* 33. How do you define 'quality' in your organisation?

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* 34. What is the duration of your current strategic plan

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* 35. What is the single most important strategic priority for your business in the next 12 months?

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* 36. If you could make one change to improve the National Disability Insurance Scheme (NDIS) as a whole, what would it be?

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* 37. In the last 12 months, has your organisation considered ceasing NDIS Supports (either by choice or necessity)

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* 38. Would you like to leave any further comments?

* 21. How many executives are in your organisation?
(Position title doesn't matter. This is aiming to identify senior leadership positions, who are responsible for its strategic direction, governance, and overall performance.)