Flexi Queensland - NDIS Support Provider: Helping Individuals Achieve their Goals

1. Sue Collier Chief Executive Officer TDSA NDIS Symposium 24 March 2017

2. We are: • Based in the Burdekin LGA, located 100kms south of Townsville - population 18,200 over area of 5,500 square km, 50 km to north and south, 100 km inland, two major townships Ayr and Home Hill • NDIS registered provider since June 2016 – 19 support groups • 63 clients have transitioned to NDIS and Flexi staff have supported 48 participants in attending at their NDIS Plan meetings – I personally have sat on over half of those • well established as a boutique disability support provider (supported accommodation, in-home, community participation, respite units) - in the last six years expanded into mental health and aged care community supports • 99 clients – 93 direct supports, 9 fund managed across the state • 74 staff • Small to medium not-for-profit organisation with a revenue of $3.5 million prior to NDIS transition in October 2017 with a forecast revenue of $5 million under NDIS • Transport is embedded in Flexi Queensland’s service delivery model • Fleet of 2 wheelchair accessible minibus, 1 people mover, 4 sedans – support workers use their personal vehicles About Flexi Queensland

3. NDIS Timeline • 2014/15 – NDIS workshops, conferences etc. marketing, financial, workforce needs • January 2016 – Townsville early launch commenced • March 2016 – announced Burdekin to roll out 1 October 2016 • May 2016 – engaged CSA • June 2016 – family and staff information sessions held and commenced individual family preparedness meetings • 13 October 2016 – first family NDIS Plan meeting • 20 January 2017 – 60 clients transitioned to NDIS • 23 March 2017 – 63 clients under NDIS – 6 remaining under Community Care funding to determine eligibility

4. Strategic Focus for NDIS • Board of Directors and Management committed to supporting the transition to NDIS for existing clients before expanding business to new customers • Needs analysis of unmet needs for existing clients and service gaps in the Burdekin – alliance with local allied health services and other potential NDIS providers • Register for the NDIS support groups we believed we could deliver on including areas we had not previously been funded to deliver – household tasks (cleaning/yard maintenance)/speech therapy/personal training/travel training/assistance-accommodation and tenancy • Commitment to continue to grow financial stability and most importantly optimise available cash flow

5. Client NDIS Preparedness • Client and family confusion – from attending many different readiness workshops • Flexi family information session co-hosted with CSA – well received • Individual family meetings held – approximately 2-3 hours each • Resources used Carers Australia Carer Checklist – NDIS framework from NDIA Price Guide • For people to have an understanding of the role of the informal supports – family, friends etc. – “fragility of informal supports” • Transport implications • Coordination implications • Establishing their NDIS goals and individual unmet needs • Who is going to manage the NDIS funds

6. Organisation NDIS Preparedness • Establishment of cash flow from fee-for-service work - CRCC and other brokerage arrangements • Streamlining operational costs • Engaged CSA to assist with the adoption of NDIS Terms of Business • Early NDIS registration for support groups • Nurturing relationships with clientss and families reassuring them of support through the NDIS transition • Forming local alliance with other potential NDIS providers (allied health services, transport, AT providers etc)

7. The NDIS Plan Meeting - 1 • Eligibility has been met – Access Request Form completed and met - over the telephone information gathering conversation • 1 Community Care client did not pass the Access Request process • Disability Services clients – Access Request Form Defined Program • Plan meetings are held face-to-face (1-1.5 hours) or by telephone • Burdekin initially held in local community centre, very few conducted in people’s own home and remaining face-to-face at Townsville NDIA office • Flexi offered to attend with all of its families - 48 of the 63 accepted and those 48 participants came out with well funded Plans to purchase more supports to address their unmet needs to achieve their NDIS goals

8. The NDIS Plan Meeting - 2 NDIS Pricing Guide NDIS Price Guide QLD page 5

9. Example Plan Descriptors 1

11. Example Plan Descriptors 2

13. Example Plan Descriptors 3 NDIS Price Guide QLD page 9

14. Respite Care - NDIS NDIS Price Guide QLD page 21 & 22

15. Implementing the NDIS Plan • Meeting with families to talk through the Plan and what does it mean – what is the cost of previous supports and what additional supports they can purchase with the NDIS budget • Service Agreement and Schedule of Supports – transport implications • Setting up and accessing the MyPlace Portal • Coordination of other providers and their Service Agreements and Schedule of Supports

16. Organisational Implementation of NDIS Plans • Staffing 1:1 – recruitment of more staff • Client Management System – setting up line items and rostering • Service bookings • Evidence for claiming • Claiming process

17. Reflections  Cash flow • Operational costs minimised • Engaged CSA • Preparedness of clients/families  NDIS set up Client Management System  Claiming Processes  Time to set up Service Agreements

18. Take Away Points • Cashflow – generate as much as you can – it will bide the time to manage the internal teething problems with implementation of NDIS processes • Preparation of clients and families for Plan meeting – good Plans favourable funding significant increase in revenue – otherwise review process required • Getting the support needs across in the Plan meeting – face to face and providing support • Invest the time in assisting clients and families to understand and spend their budgets • Be prepared for increased workloads during transition - occurs in short space of time for state disability funded clients