The NDIS in Practice is a collection of resources for disability service providers. Each category contains a series of topics that you can access at your own pace and at any time.

Customer and Market Focus

In a customer-centric NDIS environment, understanding your customers and promoting your services to meet their needs will be key to your organisation’s success. Learn how your organisation can differentiate itself to retain and attract customers in an increasingly competitive market.

Introduction to Human-Centred Design

Human Centred Design offers a creative process to help you engage your customer during every interaction with your organisation. In this webinar, Amy Whelan from Mesh provides the fundamentals of delivering a great customer experience by understanding what your customer wants and how to use their insights to develop your business model.

This webinar has been designed to help you look holistically at the journey of your customer. It covers branding and communications, service design and delivery, staff engagement and implementing new technology and processes.

Duration: 50 minutes

Table of contents

• What is Customer Experience?
• Customer Experience in the context of NDIS
• What is Human Centred Design
• The Human Centred Design model

Marketing in the NDIS

Marketing in the NDIS, presented by Think HQ is designed to support providers operating in an NDIS environment to understand marketing theory and how to apply it to their organisation. Each webinar is approximately 1 hour.

Part 1: How to get marketing on the agenda of your organisation
Examines how to change the internal resistance to marketing and provides practical tips on how to begin the marketing strategy development process.

Duration: 1 hour 3 minutes

Table of contents

• Why is marketing your organisation important?
• Building a case for change
• Common objections to marketing
• Countering objections
• Knowing your market
• Staff and volunteers as marketing advocates
• Training staff

Part 2: How to develop a marketing strategy

Focuses on understanding your organisation’s vision and mission and how to prepare a strategy document that will outline all external marketing tactics.

Duration: 50 minutes

Table of contents

• The purpose of a marketing strategy
• The benefits of marketing
• What good marketing looks like
• Understanding you organisations vision and mission
• Understanding your stakeholders and competitors
• Linking business and marketing strategy
• Risk mitigation and analysis
• Creating a marketing strategy - the structure

Part 3: Tactics for your marketing plan
Highlights what makes a successful marketing campaign and explores how and why you would implement different tactics.

Duration: 56:15 minutes

Table of contents

• What makes a successful marketing campaign?
• Tactics for your marketing plan - their purpose and benefit
• Resources required to implement your marketing plan
• Producing content

Part 4: Aligning your marketing tactics with your business objectives

Supports organisations to choose tactics that align with their business objectives.

Duration: 59:30 minutes

Table of contents

• Developing a marketing strategy - why do you need one?
• Implementing a marketing plan - why?
• Recapping tactics
• Aligning business objectives with tactics

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Finance

Part One: Cashflow and Working Capital

Explores cash flow and working capital in the context of NDIS transition, and for many other projects and purposes.

Duration: 23:04 minutes

Table of contents

• What is "cash"?
• How much do we have?
• How much may we need for our NDIS transition?
• How do our actions change possible outcomes?
• What do I need to remember?

Part Two: Corporate overheads

Explores corporate overheads, including how much is spent, what is important and what you should get for your spending.

Duration: 17:05 minutes

Table of contents

• What is corporate overhead?
• What should we get for our spending?
• How much do we spend?
• How much may we need to spend?
• Why is it important?
• How do our actions change possible outcomes?
• What do we need to remember?

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What Every Board Member Should Know About Your Finances

This webinar series, presented by Our Community, will equip Board members of disability service providers with the knowledge and confidence to ask the ‘right’ financial questions. For further detail on what Board members need to know about finances, download Our Community’s ‘Damn Good Advice for Board members’ booklet.

Part One: Introduction

Explores what financial systems should be in place for your organisation, the legal obligations of board members, and what financial information you should be looking at.

Duration: 44:42 minutes

Table of contents

• What do we mean by a financial system?
• What should we have in place?
• What are my legal obligations?
• What a good budget should tell us and how it links to cash flow
• What at a minimum you should be seeing as a board member
• They questions you should ask (and understand)
• Does anything ever go wrong

Part Two: Financial reports and statements

Provides a thorough but easy-to-follow explanation of how to interpret financial reports, how they interact and what you should be looking for.

Duration: 51:06 minutes

Table of contents

• What should my finance report tell me?
• I feel overwhelmed by the finance report - how can it be made easier to understand?
• What are Profit and Loss Statements, Balance Sheets and Cash Flow Statements?
• How Profit and Loss Statements and Balance Sheets interact
• What do we mean by trading insolvent and what are the signs?

Part Three: Case study

Further unpacks what every board member should know about finances, using a case study to explore implications.

Duration: 49:36 minutes

Table of contents

• Reminder of legal duties and obligations
• Background to the Centro Case
• Findings
• Implications

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NDIS Operations

Lean Thinking

Part 1: Introduction to Lean Thinking
This video is designed for people with little experience in Lean Thinking. It covers where the approach came from, what it involves and how it can help your organisation.

Duration: 24:26 minutes

Part 2: Lean Mindset, Practices and Tools This video explores the Lean Thinking mindset, tools and practices in more depth. It features real life examples of how these have been implemented in health, technology and local government sectors.

Duration: 16 minutes

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Strategy and Leadership

Navigating Your Organisation Through the Eye of the Perfect Change Storm

The Our Community Group talk about the non-negotiable factors for managing change and practical tips from senior leaders who have navigated their organisation’s change strategy successfully.

Duration: 43:42 minutes

Table of contents

• The board's role
• What is reasonable to expect from the board
• Structural implementation
• Gaining management/staff buy in
• Evaluating/reviewing change effectiveness
• Practical tips from an organisation CEO who has recently undertaken an organisational transformation

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