Article
After 40 years using services in the community, I had mastered being a customer and working with a variety of different businesses. Then, my disabilities skyrocketed, landing me in NDIS territory. I thought I was well-prepared to use disability support services, but it was like being transported to a different planet where my prior customer service experiences were excess baggage and service providers’ behaviour was alien.
On arrival at planet Disability Support Services, I explained I would be paying for services using NDIS funding. Not being a paying customer, I was issued a Tourist Visa. As a tourist, disability providers entertained my presence but did not always take me seriously. For example, the first large disability support agencies who I encountered were more interested in my “hobbies” than talking business.
When I requested assistance with housework, they mistranslated this into “our workers can sit on the couch with you watching movies”. It felt like we were speaking in different languages.
They became impatient for me to sign their service agreement. These could more accurately be called service demands. For example, one agreement required 3 hours of cleaning per week plus an additional 6 hours of deep cleaning every quarter. When I argued that my house and NDIS budget did not need this amount of cleaning, the provider told me that the service was fixed.
Like tourist taking a ride at a Fun Park, my choice was to take it or leave it. They considered the idea that I wanted input into the design of the ride ridiculous.
Avoiding large disability support agencies, I visited an allied healthcare clinic that catered for NDIS participants. As my session started, I felt a creeping unease. The physiotherapist was speaking too slowly, smiling too hard and agreeing with me too much – even when his words said otherwise. After the session, my scans of the planet detected high levels of ableism in the atmosphere. His alien behaviour made sense! Because I am disabled, he assumed that I was incompetent so was talking to me like a child. Great, my visa status had been downgraded to a Child Visa.
Next, I engaged a convoy of small agencies and sole traders. It was a cultural shock how poor the service quality often was. My top three wild encounters were:
- The support worker who nearly blew up our house by leaving gas hobs running unattended in our kitchen;
- The company who hired me a wheelchair without its seat cushion or working brakes; and
- The occupational therapist who promised they understood NDIS requirements then produced reports using the wrong templates that were unusable.
Complaining was often futile and met with punishment including being ignored, told off for being “unfair”, dobbed on to a supervisor or cut-off.
The vibe that I got from these providers was that because they thought they knew what was best for me, and I was not paying, I should be grateful for whatever they gave me.
After many skirmishes, I eventually discovered a different species of provider – Disability-Empowering Providers. They were keen to talk about their services and how they could help me. They spoke to me respectfully and honestly. Often, they had lived experience of disability or of being a carer. Their service agreements and billing were clear, fair and flexible.
Their services were consistent, professional, low stress, safe, attentive, competent, and responsive to my needs.
They welcomed feedback and supported me in speaking up to other providers. With them, it was like I had been granted a Diplomatic Visa – I was treated as a respected partner with negotiating power.
These Disability-Empowering Providers are a natural treasure. I want them protected and cloned. But I need help: I call on the rulers of planet Disability Support Services, governments and the NDIA to transform more providers into Disability-Empowering Providers using professional standards and training. I want them to recognise and reward service excellence so that it is easier for disabled people to find Disability-Empowering Providers. Finally, I want them to boost advocacy services, regulatory authorities, and disability organisations so that disabled people’s calls for help do not go unanswered. I want disability support services to be out of this world, in a good way.