All Disability Plan Management is a financial intermediary service dedicated to helping participants and their representatives manage their disability funding from the NDIS.
The NDIS is a complex system. Every participant has an individual NDIS plan that outlines the funding that is available to them in several different categories. The participant is then able to purchase services and products that fit into their plan.
As part of the NDIS process, participants have choice and control over support providers, how they coordinate their funding and spending, and how their funding is managed. Establishing if a service or product is claimable under the scheme can be a challenge within itself. All Disability helps people with disabilities and their families by providing them with an independent, specialised financial service.
All Disability noticed a trend emerging where Plan Management companies were operating like call centres. Participants and their support networks would need to speak to someone different every time they had an enquiry, having to repeat their stories time and time again.
To differentiate themselves and provide a better service, All Disability decided to do the complete opposite; committing to ensuring their plan managers’ focus was to be personally available to each member, providing direct lines and email addresses and developing real relationships. The initiative taken was all about taking a connected approach to help people with a disability. The objective was to provide the highest level of plan management services possible, whilst maintaining a financially sustainable business, providing meaningful roles in an environment promoting work-life balance.
All Disability embarked on a Customer Experience journey that successfully provided highly personalised member services and has sped up the time to respond to customer enquiries. They decided to treat clients as members instead of numbers. Every new member was to be contacted via their preferred method of communication by their Plan Manager and a Plan implementation meeting held introducing the plan manager. Members are proactively contacted to review their plans.
They partnered with a software company to design and implement new technology and created an industry leading platform. Case loads for plan managers were introduced. The perceived value increased due to the personalised member approach and is one of most well received points of difference that they offer. Members having a direct line and email address to their own plan manager is like gold.
The Plan Managers now pride themselves on their dedication to the one on one attention and care they are providing the members. Placing second in Australia in the Star Workplace survey is an indication of the increased job satisfaction the All Disability team experience since the implementation of Taking a connected approach to help people with a disability.