Disability community shows strong support for NDIS navigators, but co-design crucial

• An extensive round of consultation with the disability community shows strong support for the introduction of disability ‘navigators’

• NDIS participants say they must be involved in design and implementation

• Current supports are complex, confusing and result in delays

• Participants expressed a high level of fear over fraud, data security, misspending

• Navigators should be supported by improved digital platforms for better access to services and supports, as well as information on pricing and quality

A national consultation of people with disability, their families and carers by InsightLED Research and commissioned by nib Thrive, has shown high levels of support across the community for the introduction of specialised ‘navigators’ recommended by the review of the National Disability Insurance Scheme (NDIS). 

The consultation found that of those surveyed, 77% of people with disability, and 83% of people with an individual NDIS plan support the appointment of navigators to replace the current system. Despite this support, it also found significant fear that the details of the navigator model and its implementation won’t be co-designed by those who will use the services. 

The broad community consultation surveyed more than 500 people with disability, their families and carers nationally, and conducted in-depth interviews with NDIS participants and their support networks.  

Key recommendations from the research include:

• the navigator must be an advocate for the participant

• independent from the NDIS, and

• provide specialised guidance but refrain from decision-making.

nib Chief Executive and Managing Director, Mark Fitzgibbon, said nib Thrive commissioned the independent consultation to gain insight into what NDIS participants want from a navigator.  “This report was commissioned to inform our own thinking, and contribute to the broader policy development process, so we can ensure the navigators are designed in the best interests of participants. What’s clear is that participants and carers are open to the single navigator concept and see it as an opportunity to improve their NDIS experience,” Mr Fitzgibbon said. “To get it right, co-design will be essential, and this report helps support that.” 

While the consultation found strong support for a ‘person-centred navigator’, concerns were raised about whether navigators could become overburdened, resulting in reduced time for participants and lower quality services unless adequately resourced. 

Participants told InsightLED, they want a navigator who:

• is a single point of contact; continuity is critical to reduce confusion and stress

• understands their disability, specific circumstances and needs, to ensure a personalised service

• has appropriate qualifications or accreditation to ensure safety and quality

• has access to high quality information on services, including up to date information on prices

Participants said information must be available in a way that is accessible to people from culturally and linguistically diverse communities. Participants said they frequently feel overwhelmed and stressed navigating the scheme alone. A high number -- about 62% -- rated a navigator with experience in their disability as highly important.

A large number of participants also want better digital platforms they can trust. About 77% said they place a high value on an all-in-one, user-friendly digital website or app that combines payments with the ability to search, compare and book services in a single place to save time and effort. And 64% said the most important feature is a platform that includes cyber security and fraud detection. They also want to be able to check support workers’ qualifications and experience.

Lainie McMinn, InsightLED Director, said it was shocking that most people with disability are relying on unregulated social networking websites like Facebook, Google or Gumtree to find services in their local community. “We must do better,” Ms McMinn said. “Taxpayer money is spent on services when there is no way to gauge their quality. People with disability deserve access to up to date information through quality digital platforms so they can have confidence they will get a quality service, at a good price. Better information means better decisions. This must be done properly, ensuring a new improved NDIS digital platform is safe and secure with advanced cyber security features and fraud detection systems is of high importance to reduce the risk of scammers and fraud.”

Participants are also afraid of running out of money because they can’t access services at a decent price, or their support service recommends spending that fails to meet their needs and budget. nib has detected and blocked more than 15,000 non-compliant invoices, worth more than $23 million, and a further $59 million in incorrectly charged invoices¹.

Impact Economics and Policy paper

nib Thrive also commissioned a second major piece of research to support policy development in the NDIS. Impact Economics and Policy modelled the significant improvements to the lives of people with disability – and large savings to government if navigators are introduced effectively.  

Report author, Dr Angela Jackson, put forward four design options for a new navigator for further consultation. Replacing intermediaries in the National Disability Insurance Scheme with navigators could save taxpayers up to $5 billion a year, the equivalent of about 9 per cent of explosive growth in the program. The report was handed to government in August. The Impact Economics and Policy paper can be accessed here, opens in a new tab. 

Background – NDIS review

The federal Government appointed Professor Bruce Bonyhady and Lisa Paul co-chairs of the NDIS Review, which handed down its findings in December 2023. The Review’s recommendations aimed to restore trust, ensure the NDIS is sustainable, and deliver better outcomes for all Australians living with disability. Navigators would help people with disability find and access services available to them across mainstream services, community supports, foundational supports and the NDIS. The current NDIS design includes Plan Managers, Support Coordinators and Local Area Coordinators each with separate yet highly symbiotic roles.