WINTER/16
Winter 2016
Newsletter
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From the Chief Executive
NDIS & CASP
Our Culture
Support Workers Area
Our People
Our Community
From the
Chief Executive
Winter is well and truly here and I hope
you’re all keeping warm and safe.
As you turn the page, you’ll see that this issue is packed with
information on the many things happening in our community
as well as within DUO.
The disability services sector has entered an unprecedented
era of change and renewal. Things are changing so rapidly
that not only are we focusing on keeping pace with the all
the challenges and opportunities presented to us but even
more importantly, that we are able to communicate this with
our customers and meet their ongoing and changing needs.
25 Blaxland Cres GRIFFITH ACT 2603
PO Box 3510 MANUKA ACT 2603
T 6287 2870 | F 6287 2680
ABN: 20 151 804 321
duo.org.au
FROM THE CE
Fortunately, the excellent
outcomes being achieved by
current NDIS participants are
helping everyone keep these
challenges in perspective.
At DUO, we remain
committed to the NDIS and
to seeing it rolled out in full
as efficiently and effectively
as possible.
While on the subject
of great steps forward,
we’ve been working on a
number of other strategic
and operational priorities
including:
• Building on the Strategic
Plan 2015 - 18 to highlight
new opportunities and
challenges in our second
year;
• Transforming the
organisational structure
to reflect the operational
requirements in the new
services landscape; and
• Growing our service
footprint in the NDIS and
aged care marketplaces
with a view to expanding in
the future into NSW.
(CONTINUED)
displayed by our staff in
the past few months while
we work towards becoming
a thriving social business
well adept and successful
within the changing world of
the disability and aged care
sectors.
CHERYL POLLARD
Chief Executive
We’re very proud of the
hard work and commitment
What is the Community Assistance
Support Program?
CASP is for people with a condition affecting their ability to carry out activities
of daily living and are aged under 65 years (under 50 years for Aboriginal and
Torres Strait Islander people) who are not eligible for the NDIS. It provides a
range of basic, low intensity services.
Through CASP, DUO can provide services such as personal care, domestic
assistance, transport for medical appointments and one on one support to
assist with shopping, along with other activities.
CATHERINE BICKMORE | Senior Officer - CASP
02
NATIONAL DISABILITY INSURANCE
SCHEME UPDATES
The NDIS is the new myplace
• The NDIS Participant
way of delivering
supports and services Portal is being upgraded to
a new and improved system,
to people under
myplace, that will better
cater to the growing number
the age of 65 years
of participants expected
with permanent or
to join the NDIS over the
significant disability.
next few years. Existing
From 1 July this year, the
NDIS will move from trial to a
national scheme. To support
the national roll out, new
systems and new processes
are being introduced and
we’re here to provide some
of the key information to help
you transition as smoothly as
possible.
participants will find all of
their information on the new
portal from 1 July.
Service Bookings
• NDIA will introduce a
requirement for a service
booking to be made in the
portal between customers
and service providers.
Existing customers will
be automatically migrated
to the new portal, and
service bookings will not
be required. For all new
customers, we’ll need to
develop both a service
agreement and a service
booking.
New Price Guide
• The NDIA updates prices
on an annual basis, effective
1 July each year, taking
account of market trends,
changes in costs and wage
rates. The new pricing guide
and service codes have just
been made available on the
NDIS website.
DUO is focused on streamlining all NDIS activities,
and assisting customers through the process.
Our NDIS Transition team is assisting all customers to establish their eligibility
to participate in the NDIS and have an approved NDIS Plan in place by the end
of September this year. Over the next few months, services which are currently
funded by the ACT Government will cease.
It’s vital that all existing customers determine eligibility status as if you’re not
eligible, we can then assist you to access the CASP program (see previous page).
A few customers without computers have requested help accessing the NDIS
portal so we’ve set up a space here in the office everyone can use. Call our
NDIS Transition Team to make a time and we can assist you.
SOPHIE MONTGOMERY | MICHAEL PEARSON | SALLY BURKE
OUR CULTURE
We’re making changes to the way we do things so that you get a
more consistent and professional experience each and every time
you contact us, and we’ve redesigned our organisational structure
to better reflect our person-centred approach.
What does this mean?
The Service Delivery area is
currently split into three sections –
Children & Young People, Personal
& Community, and Home & Garden.
Whilst this has worked well in
the past, with more and more
customers receiving a range of
services from us, it’s meant that
there were sometimes gaps in how
we coordinate service delivery; with
lack of communication causing
confusion between different areas.
How are we changing things?
From Friday 1 July, the Services area will be re-formed into two teams – one team to focus on
Customers and the other to focus on Support Workers.
The newly created Customer Relations team will be better resourced and focused on improving
the way you receive your support and services.
Instead of just one coordinator who looks after you or your family, there’ll be a much bigger team
always on hand to make sure your needs are met – whether it’s a change in session, enquiring
about a new service or even if just you need to talk to someone about your support worker or
your sessions. Real time, real information, real action.
Your current coordinator may no longer be in the same
role from Friday 1 July so we ask that you send all
future emails to [email protected]
04
2016 Customer
Survey
Calling to
speak to us?
From Monday 4 July, our new
automated phone system will direct
you more efficiently to the people
you need to talk to; whether it’s to
enquire about your service needs,
pay a bill or make changes to your
support.
Simply listen to the prompts, and
you’ll soon be speaking to the right
team member.
Please also be aware that since our
recent switch to Telstra, our
6287 2870 phone number no longer
displays when we make outward calls.
What shows up instead is the word
Private.
Thank you for participating in our
recent survey.
Your feedback is the most important
way we can track the quality of our
services, and how well we’ve been
listening to you in the last twelve
months.
We’ll be collecting and analysing
all information received to identify
and implement the necessary
opportunities for improvements.
These results will then be
communicated with you in the next
bulletin.
At DUO, we’re committed to
developing and maintaining quality
flexible services now and in the
future.
We’ve been advised that this may
occur for some time to come until
Telstra can fix the issue.
WELCOME TO NEW FACES
CATHERINE BICKMORE | Senior Officer - CASP
SALLY BURKE | Project Officer - NDIS Transition
STUART HAYTER | Senior Scheduler
SOPHIE MONTGOMERY | Senior Officer - NDIS Transition
MICHAEL PEARSON | Project Officer - NDIS Transition
KEIRAN STROH | Senior Scheduler
05
SUPPORT
WORKERS
AREA
NDP Membership
Renewal now extended
till June 2017
All DUO employees receive free
membership to the National
Disability Practioners network.
On offer are plenty of discounts,
resources and information to help
you in your work.
We’re especially looking forward
to the NDP crew spending time
in Canberra next month to film
interviews and stories around the
NDIS with DUO support workers and
customers. This is to provide other
organisations with peer experiences
of the scheme and how it’s working
so far.
Staff Engagement
Survey 2016
Thank you for participating in the recent
survey.
Best Practice Australia (the consultant
overseeing the project) is in the midst of
collecting and analysing the data and will
provide us with the results by the end of
July.
DUO is committed to developing
and maintaining a positive workplace
culture, and we’re looking forward
to finding out your thoughts on the
opportunities and challenges around our
strategic direction, culture, training and
professional development.
Need to contact us about your roster, timesheets,
leave applications or pay?
Get in touch directly using: [email protected] or 6173 7575
06
OUR PEOPLE
Ceris Bentley
In this, and future editions of our Newsletter, an
exceptional team member will tell you their story.
Ceris has been a Support Worker with DUO
for almost two years. This is her story in her
own words.
“I commenced working with DUO seeking to
return to the workforce and undertake a new
career path. Previously my career had been
administrative, and I sought a role where I felt
I could really make a difference and one that
complemented my studies toward working
with children. I required a role that offered
flexibility and that could accommodate the
needs of my own family.
I’m a happy, positive person who finds joy in
the smallest of things; I have young children
who light up my life and teach me often to
see the world in a fresh way, children are
joyful and astute and I cherish both of them
and the person they make me.
As a support worker, I found a role that is
both immensely rewarding and enjoyable. I
value the relationships I’m able to build with
my customers and their families and enjoy the
opportunities that a support role provides, the
little things can mean so much.
Living with disability is living one step at a
time and celebrating every success along
the way, so being able to assist in paving that
path is a privilege and a pleasure, always.
Being a support worker is
sharing the journey and
appreciating that journey
for the experience it is.
I’ve met fabulous families who allow me to
assist them and I enjoy doing so, it’s a close
relationship and so much more rewarding
than I ever expected. I’m currently working
with a young man with Autism and he has a
wonderful alternative way of seeing the world.
I feel very fortunate when I’m working, to
associate with the families I support, whether
attending in a customer’s home or being out
in the community, I truly enjoy my role, and I
believe if you love what you do it shows.
07
IN OUR COMMUNITY
08
Congratulations
to our Cruise Ship
Holiday winner
DUO held a staff morning tea to
raise funds for the Cancer Council
at the end of May, and it was a great
opportunity to draw the winner of our
cruise ship raffle.
We’re excited to announce that Beryl
Goodwin (pictured below left) will
soon be sailing off on a 12 day cruise
through the South Pacific Islands.
Beryl has been receiving Domestic
Assistance for the last few years and
couldn’t quite believe it when we
called to tell her she had won.
It seems like it couldn’t have come
at a better time too. Beryl has
been caring for her husband since
he suffered a stroke six years ago,
and he’s recently been moved
into residential care. It’s been an
understandably emotional period for
their family so this holiday will give
Beryl a chance to rest and recuperate.
Beryl will be accompanied on the trip
by her long time friend Pamela. This
won’t be the first time the two have
travelled together, “causing a little
mischief” Pamela has said. We wish
them a great trip and can’t wait to see
their photos and hear some stories!
We’d also like to thank Cathy and
Renee (pictured below right) for
coming into the DUO office especially
to draw the winning ticket.
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