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Appendix 3: Engagement activities, major events and resources

This appendix details engagement activities, including major events, online and social media presence, and resources. In addition, state managers in NSW/ACT, NT, VIC, QLD, SA and TAS routinely engaged with stakeholders throughout 2019–20. Engagement focused on consolidating education and information about the NDIS Commission and its functions, including registration and reportable incidents, complaints, restrictive practice, and behaviour support.

Major Events

Date

Item

Location

11 November 2019

Conformity Assessment Body Forum: NDIS Approved Quality Auditor Scheme – hosted by JAS-ANZ and NDIS Commission

NSW

7 November 2019

Webinar: Tips on using the NDIS Commission Portal

NSW

19 November 2019

NDIS Commission Disability Sector Consultative Committee

VIC

26 November 2019

NDIS Commission Industry Consultative Committee

VIC

10 March 2020

NDIS Commission Disability Sector Consultative Committee

VIC

11 March 2020

NDIS Commission Industry Consultative Committee

VIC

25 March 2020

NDIS Commission WA Transition Webinar

The five in-person roadshows that were scheduled in WA were cancelled, due to COVID-19, and replaced with this livestreamed webinar.

NSW/ live webinar stream

30 June 2020

NDIS Commission Disability Sector Consultative Committee This event was held virtually due to COVID-19.

Virtually via Webex

FY 2019–20

The NDIS Commission's national office presented at 56 engagement activities. Approximately 10,000 stakeholders attended.

Activities between April – June included teleconferences and virtual meetings

State Engagement

Date

Activity and attendance

Date

NSW and ACT state office

The NDIS Commission's NSW and ACT state office presented at 84 engagement activities. Approximately 2,800 stakeholders attended.

Activities between April – June included teleconferences and virtual meetings

QLD state office

The NDIS Commission's QLD state office presented at 148 engagement activities. Approximately 4,050 stakeholders attended.

Activities between April – June included teleconferences and virtual meetings

VIC state office

The NDIS Commission's VIC state office presented at 40 engagement activities. Approximately 2,600 stakeholders attended.

Activities between April – June included teleconferences and virtual meetings

SA state office

The NDIS Commission's SA state office presented at 47 engagement activities. Approximately 1,500 stakeholders attended.

Activities between April – June included teleconferences and virtual meetings

TAS state office

The NDIS Commission's TAS state office presented at 46 engagement activities. Approximately 4,900 stakeholders attended.

Activities between April – June included teleconferences and virtual meetings

NT state office

The NDIS Commission's NT state office presented at 35 engagement activities. Approximately 800 stakeholders attended.

Activities between April – June included teleconferences and virtual meetings

Website and social media presence

Site

Views and visits

NDIS Commission Website

In 2019–20, there were 894,600 visits to the NDIS Commission webpage.

Culturally and linguistically diverse (CALD) webpages

In 2019–20, there were 1,653 page views (891 unique views) of the CALD resources available on the NDIS Commission website. These pages consist of participant resources translated into 11 community languages. We currently translate some of our participant resources into. These translated resources are available on the NDIS Commission website.

  • Arabic: 369 page views (189 unique)
  • Chinese traditional: 255 page views (132 unique)
  • Chinese simplified: 218 page views (135 unique)
  • Vietnamese: 184 page views (102 unique)
  • Hindi: 151 page views (79 unique)
  • Italian: 115 page views (66 unique)
  • French: 85 page views (47 unique)
  • Greek: 76 page views (38 unique)
  • Filipino: 68 page views (38 unique)
  • Macedonian: 66 page views (31 unique)
  • Samoan: 66 page views (34 unique).

Facebook

The NDIS Commission's Facebook page had 2,003 followers as at 30 June 2020

LinkedIn

The NDIS Commission's LinkedIn page had 12,005 followers as at 30 June 2020

Provider Newsletters and Provider Alerts

Provider Newsletters

Date

Newsletter

July 2019

Provider Newsletter

September 2019

Provider Newsletter

October 2019

Behaviour Support Provider Newsletter

December 2019

Provider Newsletter

December 2019

Behaviour Support Provider Newsletter

February 2020

Provider Newsletter

April 2020

Provider Newsletter (focussing on COVID-19)

June 2020

Provider Newsletter

Provider Alerts - General

Date

Alert

December 2019

NDIS provider information for the Disability Royal Commission (12 December 2019)

December 2019

Providing a safe environment for NDIS Participants (18 December 2019)

February 2020

Providing a safe environment for NDIS Participants – update (10 February 2020)

Provider Alerts - COVID-19 specific

Date

Alert

February 2020

Information about the novel coronavirus outbreak (7 February 2020)

March 2020

Provider obligations and COVID-19 health information (9 March 2020)

March 2020

Online training module for support workers (17 March 2020)

March 2020

Business continuity planning (19 March 2020)

March 2020

Information for support workers and access to PPE (24 March 2020)

March 2020

Assistance for organisations (26 March 2020)

March 2020

Supporting providers to respond (31 March 2020)

April 2020

Practice Alert: Influenza (flu) vaccine from mid-April 2020 (2 April 2020)

April 2020

Adjusting supports and reducing infection risk (3 April 2020)

April 2020

Further assistance for organisations, people and households (9 April 2020)

April 2020

Management and Operational Plan for People with Disability (20 April 2020)

April 2020

FAQs for all stakeholders and information for NDIS participants (28 April 2020)

April 2020

Changes to student visa work conditions for workers of registered NDIS providers (30 April 2020)

May 2020

Advice for people with disability (7 May 2020)

May 2020

Guidance on preventing, preparing for, and dealing with a COVID-19 outbreak (13 May 2020)

May 2020

Guidance from the Australian Government Department of Health (27 May 2020)

Resources - General

Date

Resource

July 2019

Provider Information Sessions 2019

We uploaded resources created for, and as a result of, the NDIS provider sessions held by the NDIS Commission between March and June 2019. The sessions were for the states and territories that transitioned from 1 July (ACT, NT, QLD, TAS and VIC), and resources comprised presentation slides, a link to the webinar and a compendium containing the sessions’ most common questions and answers.

July 2019

Speak Up campaign resources

A series of resources developed to empower people with disability to ‘speak up’ if they need to about the quality and safety of their NDIS funded supports and services:

  • ‘Speak Up’ videos and posters
  • ‘Talk Up’ flyer – version for Aboriginal and Torres Strait Islander people
  • ‘Speak Up’ bookmark
  • ‘If you need to speak up, speak to us’ Easy Read poster
  • ‘If you need to speak up, speak to us’ Easy Read brochure
  • ‘How to make a complaint’ fact sheet

Resources were also available in Auslan, Braille, and CALD formats.

July 2019

Behaviour Support videos

We developed two videos – one for behaviour support practitioners, and one for NDIS providers – about behaviour support in the NDIS Commission.

July 2019

NDIS Commission Participant letter

An introductory letter from the NDIS Commissioner Designate outlining key information about the new NDIS Commission and what it will do for people with disability who receive NDIS funded services in the ACT, NT, QLD, TAS and VIC.

Also available in Auslan, Easy Read, and CALD formats.

July 2019

NDIS Commission Code of Conduct poster

This poster can be printed in A3 or A4 size and is a useful resource to pin up in work areas.

July 2019

Reportable Incidents resources

Quick reference guide – five-day notification form

Quick reference guide – immediate notification form

Quick reference guide – Managing my reportable incidents form

My reportable incidents – FAQs

August 2019

Incident Management and reportable incidents fact sheets

Incident management and reporting for registered NDIS providers

When to notify the NDIS Commission about a reportable incident

Information requirements for reportable incident notification

What happens when a provider reports an incident? (Fact sheet for participants)

August 2019

Young people in residential aged care – information for NDIS participants

This fact sheet explains the role and responsibility of the NDIS Commission, the rights of NDIS participants, and the requirements and obligations of providers.

August 2019

Young people in residential aged care – information for NDIS providers

Residential aged care providers have the same responsibilities towards NDIS participants as they do to other residents who receive services and supports under the Aged Care Act 1997. This fact sheet explains the role and responsibility of the NDIS Commission, the rights of NDIS participants, and the requirements and obligations of providers.

August 2019

NDIS Commission Corporate Plan 2019–20

September 2019

Provider Information Sessions 2019: Behaviour Support Q&A Compendium

In June 2019, the NDIS Commission held a series of information sessions for NDIS providers in the five states and territories that transitioned from 1 July – the ACT, NT, QLD, TAS and VIC. This document is a compendium containing the most common questions and answers from these sessions, in relation to behaviour support.

September 2019

Complaints Management and Resolution Guidance

Information about how the NDIS Commission manages and resolves complaints we receive about the provision of NDIS supports and services.

September 2019

Easy Read format of Effective Complaint Handling Guidelines for NDIS Providers

This guidance provides more information about effective complaint handling for NDIS providers.

October 2019

NDIS Quality and Safeguards Commission Annual Report 2018–19

Also available in standard format and in Easy Read format.

November 2019

NDIS Commission: 12-month activity report (July 2018–June 2019)

November 2019

Behaviour Support webinars

  1. Tips on using the NDIS Commission Portal: Tips for ensuring successful lodgement of behaviour support plans using the NDIS Commission Portal
  2. Reporting on Restrictive Practices in the NDIS Commission Portal: Covers topics to help implementing providers navigate the reporting process successfully.

January 2020

Provider fact sheets:

  • NDIS Commission – What does this mean for providers?

The NDIS Commission works with providers to improve the quality and safety of NDIS services and supports. This fact sheet summarises what it means for providers.

  • Our powers to investigate

This fact sheet explains the types of matters we investigate, how we gather information to assist with investigations, as well as how and why we can compel the provision of information.

February 2020

Commission Collateral Videos

Developed three videos to help providers, participants and other stakeholders understand what the NDIS Commission does.

The videos, which are aimed at providers and participants, focus on three key themes:

Listening: Making it better

Educating: Confidence in choice

Regulating: Feeling safe

The social media campaign launched on Facebook on Monday 10 February 2020 and on LinkedIn on Wednesday 12 February 2020. Due to COVID-19, the campaign was temporarily suspended so that our messaging could focus on important COVID-19-related messages to NDIS providers and participants. The social media campaign recommenced in June 2020.

Videos also available in Auslan and an audio described version.

February 2020

NDIS Commission 6-month activity report: July - December 2019

A report on the NDIS Commission’s activities during the period 1 July 2019 to 31 December 2019 in all states and territories except Western Australia. (The NDIS Commission will commence in WA from 1 December 2020.)

February 2020

Research on the causes and contributors to deaths of people with disability in Australia

A report on an Australia-wide perspective on the prevalence of, and factors contributing to, the deaths of people with disability.

Available in standard format and in Easy Read format.

April 2020

About the Positive Behaviour Support Capability Framework

This resource explains what positive behaviour support is, what the framework does, and who can provide behaviour support.

Available in Plain English and in Easy Read format.

May 2020

CALD resources:

Developed in 11 languages – Arabic, Chinese – Simplified, Chinese – Traditional, Filipino, French, Greek, Hindi, Italian, Macedonian, Samoan, & Vietnamese:

  • About the NDIS Quality and Safeguards Commission
  • The NDIS Code of Conduct
  • How to make a complaint brochure
  • How to make a complaint poster

May 2020

Provider fact sheet: Then and now for providers in WA

This fact sheet summarises several changes for WA providers, after the NDIS Commission will commence operating in WA on 1 December 2020.

June 2020

Provider fact sheet: NDIS Hearing equipment and services

This fact sheet explains the changes to the way hearing services will be made available to NDIS participants from 1 July 2020.

Also available in Auslan.

June 2020

Worker Orientation Module - Screen reader compatible version

Screen reader compatible version of Worker Orientation Module ‘Quality, Safety and You’ – an interactive online course that explain the obligations of workers under the NDIS Code of Conduct, from the perspective of NDIS participants.

As at the end of June 2020, 245,813 people have completed the module – including 2,213 completions of the Auslan version.

March 2020

COVID-19 information webpage for providers

Provides latest COVID-19 information and updates for providers from the NDIS Commission.

- 65,565 page views as at 30 June 2020

March 2020

COVID-19 information webpage for people with disability

This page contains links to COVID-19 updates and resources for NDIS participants.

- 7,338 page views as at 30 June 2020

March 2020

COVID-19 Provider letters and fact sheets:

  • Letter to registered providers

The NDIS Quality and Safeguards Commissioner wrote to providers on 10 March 2020 drawing providers’ attention to the COVID-19 Provider Alert and pointing out that it is essential that providers remain subscribed to all NDIS Commission communications.

  • Notification of changes letter to providers

We wrote to registered providers on 24 March about the new form they must use to notify us of any change or event specified in section 13 or 13A of the NDIS (Provider Registration and Practice Standards) Rules 2018 that relate to the impact of COVID-19

  • Fact sheet – What the NDIS Commission is doing

This fact sheet provides information to registered NDIS providers to support them in understanding 1) their obligations to safely and competently provide supports and services to people with disability during the COVID-19 pandemic 2) how to reduce exposure and transmission of COVID-19.

  • How to maintain NDIS supports and services

Fact sheet – Behaviour support and restrictive practices

This fact sheet provides information to assist NDIS providers to better understand behaviour support and restrictive practices due to COVID-19.

Fact sheet – Information on the use of Personal Protective Equipment (PPE)

This fact sheet explains when PPE should be used, how requests for PPE are prioritised, and provides an update on the current availability of PPE in Australia.

March 2020

COVID-19 Participant fact sheets:

NDIS participant information

This factsheet explains what participants can expect from NDIS providers; their rights, how to make a complaint about a provider; what resources are available from the NDIA and where to find more information and resources about COVID-19.

What NDIS participants can expect from their providers and support workers

This factsheet includes some changes providers might see in the way they deliver supports and services during this pandemic.

Available in Auslan, Braille, and CALD formats.

April 2020

Webpage: Training for NDIS workers during COVID-19

Provides information about training available to new and existing NDIS workers.

- 9,423 page views as at 30 June 2020

April 2020

COVID-19 Provider information:

Fact sheet – Relaxation of student visa work

This letter to NDIS providers from the Department of Home Affairs explains the temporary changes to student visa work conditions during the COVID-19 pandemic.

May 2020

COVID-19 Provider fact sheet:

COVID-19 outbreak preparedness, prevention, and management

This fact sheet supports registered NDIS providers to prepare for, respond to, and manage an outbreak of COVID-19.

June 2020

COVID-19 Provider information:

Fact sheet – Case studies of the NDIS Commission’s compliance approach

This fact sheet uses case studies to explain some key considerations to bear in mind during the COVID-19 pandemic.

June 2020

COVID-19 information pack for NDIS providers and workers

This pack consolidates the guidance and advice we issued during the COVID-19 pandemic to inform, educate, and remind NDIS providers of the support available to help you meet your obligations to NDIS participants.

June 2020

COVID-19 Information pack for NDIS participants

This information pack brings together the guidance issued to help inform and support people with disability during the COVID-19 pandemic.

Available in Auslan, Braille, and CALD formats.

Resource Distributions

Provider Information Pack

In 2019–20, the NDIS Commission printed and distributed 9,029 Provider Information Packs.

Participant Welcome Pack

In 2019–20, the NDIS Commission printed and distributed 33,985 Participant Welcome Packs. (16,454 in standard format; 15,382 in Easy Read format; 2,149 in Braille).

Code of Conduct postcard

In 2019–20, the NDIS Commission printed and distributed 15,882 Code of Conduct postcards.