Working with a client to get approved for complex home modifications through the National Disability Insurance Scheme (NDIS) was a lengthy process that spanned over two years in this case. However, keeping focused on the end goal of improving my client's independence and quality of life helped us persevere through each barrier and delay that arose.

Demonstrating the Need

The first major step was completing a functional capacity assessment to identify the client's need for environmental modifications. We also had to rule out and demonstrate that low-cost alternatives could not address these barriers. Our initial goal was to prove to the NDIS that complex home modifications (CHM) were required, which meant securing funding for a project manager to work alongside the CHM occupational therapist and provide independent building expertise, as per the process in Western Australia.

Waiting and Following Up

Unfortunately, getting the project manager funding approved by the NDIS was a long waiting game that required persistent follow-up. When safety incidents occurred, we gathered that information as further evidence to escalate the approval of the project manager, which was finally approved after many delays. However, the COVID-19 pandemic then postponed face-to-face visits until we got the all-clear to proceed.

Design and Approvals

The required modifications involved both the bathroom and kitchen areas. Another challenge arose during this process when the client received a new NDIS plan that did not include the project manager funding (despite still being required), so we had to follow up again to rectify that. After much back-and-forth, we had a final design that met the client's functional needs, along with all the required paperwork, costings, scope of work, drawings, and the completed CHM application report.

Once submitted to the NDIS, we entered another waiting period, having to follow up and escalate the urgency. The CHMs were eventually approved, but without the necessary funding for alternative accommodation during the renovations. The client's home would be unlivable, with no informal support options, so we could not proceed without solving that hurdle first.

Eventually... we got there!

Despite all the process barriers along the way, we persisted, and the client was able to secure temporary accommodation elsewhere while their home underwent the approved modifications. Once the works were completed and signed off, the client could finally return to their modified home with improved independence and safety for basic daily living activities.

The home modifications have made a tremendous positive impact on the client's quality of life. However, the journey also highlighted some key lessons:

Maintaining Perspective and Motivation

The bureaucratic delays and barriers can make it difficult to avoid losing hope or becoming disheartened and frustrated. Remembering what is within our scope and locus of control helps identify where our energy is best placed. It's important to manage ourselves through these lengthy processes so we can remain motivated and optimistic about achieving the necessary outcomes for our clients.

By keeping the client's best interests as the driving force, we can persist through the challenges. While the NDIS processes were arduous, the improved independence, safety, and quality of life the client gained made overcoming all the challenges worthwhile.

Achieving outcomes through the NDIS at times requires incredible persistence and resilience. But when the goal is finally realised, it serves as a powerful reminder of why we cannot give up when faced with systemic barriers - our clients' wellbeing is simply too important.

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