Using a customer-first approach to improve disability support operations
In an environment where customer expectations and service delivery are becoming increasingly complex, our existing operational processes can struggle to keep up. This complexity risks the development of double handling, confusion for staff and customers, late responses to enquiries, and staff burnout.
GingerCloud Foundation is a Queensland charity that seeks to improve health, well-being and inclusion for young people with a disability. Their flagship program is the Modified Rugby Program (MRP), a sports program co-located with local Rugby Union Clubs. MRP aims to remove barriers experienced by young people with Autism or learning and perceptual disabilities to live their best life, both on and off the field.
After a period of significant expansion, GingerCloud Foundation approached Projects for Purpose to assist them in better understanding and documenting the operations of MRP. GingerCloud was also assessing its potential to become a registered NDIS Provider.
The work with GingerCloud Foundation aimed to:
Provide clear and concise instructions on MRP operations for front-line staff
Provide a basis for the development of management tools to oversee MRP effectively
Decrease the likelihood of complaints or avoidable incidents
Provide a platform for scalable growth of MRP
Improve Intellectual Property protections for MRP and GingerCloud
Ensure GingerCloud aligned its practices with NDIS Quality and Safeguards audit requirements.
To achieve these aims, Projects for Purpose:
Undertook extensive research into disability support, coaching and mentoring best practices
Conducted extensive consultation with both management and front line staff of GingerCloud Foundation
Developed a comprehensive “customer journey” for the four major MRP stakeholders
Identified actions critical to success, as well as potential pain points
Identified gaps and duplication in existing procedures and provided remedies
Ensured that the new procedures aligned with existing GingerCloud policies and their Quality Management Systems
Please get in touch if you want to know more about how Projects for Purpose can improve your social services operations and help you prepare for your next NDIS Quality & Safeguards or QLD Human Services Quality Framework audit.