Service design - our research

These include evaluations of key services or pilots, including Independent Assessments, Community Connectors and our COVID-19 response. We explore what works well, and what we can do better, to improve services.

Exploring participant experiences: a survey on the impact of COVID-19 pandemic on NDIS, allied healthcare services and consumer experiences transitioning to telehealth

We are exploring the impact of the changes we have made in response to COVID-19 on participants, families and carers. As well as sharing our learnings here, insights will be used to inform our future services and response.

The survey is now closed and results will be available in 2021.

What are we exploring?

We are working with the University of Melbourne to:

  • Give participants, their families and carers a chance to share their experience of interacting with the NDIA and the scheme during the COVID-19 pandemic. 
  • Help us understand participant experiences in using telehealth to access allied health services.

Evaluation of the second Independent Assessment pilot

The second independent assessment pilot is being evaluated to help inform the rollout of independent assessments in 2021. Our findings will also be used to ensure independent assessments results are used in valid ways to support accurate decision-making.

What are we evaluating? 

The pilot offers free independent assessments to a representative sample of NDIS participants to assess: 

  • The validity and reliability of assessment results, in particular the validity of the functional domain structure.
  • The experiences of participants and assessors with the assessment process and each of the proposed assessment tools.

Our evaluation will use psychometric and statistical analyses of independent assessment results, expert case reviews and participant engagement via an online survey and interviews.  

Evidence review: Support coordination and LAC models to inform how participants can be best supported to implement plans

Support Coordination and Local Area Coordination (LAC) models can support plan implementation for people with disability. The evidence also suggests that LAC interventions can be effective tools in reducing social isolation, enhance individual wellbeing and acting as a social glue for communities. 

Read the Support Coordination and LAC models report (DOCX 1MB).

What did we review? 

This project critically summarised international literature on services that are equivalent to NDIS’s Support Coordination and LAC models.

Using a comprehensive search and analysis of the best quality published evidence, we found: 

  • Evidence that Support Coordination interventions are seen by disability planners, consumers and their families as important facilitators of successful plan implementation.
  • Indications that LAC interventions are likely to deliver positive outcomes in relation to social isolation and sense of agency and control over health and wellbeing for its target cohorts, including supporting their vision of a ‘good life.’ They also act as a social glue for the communities they work with. 
  • No published data regarding costs or cost-effectiveness of Support Coordination interventions.
This page current as of
11 March 2021
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