In the disability support sector, the term “quality” comes to mind. Whether it be safe environments, better outcomes and empowerment for participants, or being organisationally transparent; quality is the foundation on which trust is built in our case management relationships. Quality does not just happen. Quality is developed through structured learning, continuous quality improvement, and by doing our best practice. For organisations that provide disability services to people with disabilities especially under the NDIS adequately training staff and establishing systems of compliance is a regulatory requirement as well as a moral responsibility.
In this blog, we will look at the importance of training and compliance in disability support and the impact these variables have on service delivery. We will also consider how organisations can have a view of training and compliance from the point of view of opportunity to improve rather than review it as a compliance requirement.
Training Is Not Just A Tick Box
Training in disability support is commonly misunderstood as an administrative task; something that gets done and is never thought about again. Training in disability support is the most important element of service delivery.
When staff engage in ongoing professional development they gain more than just knowledge, they gain confidence, empathy, and ability to be adaptable. All of which are precious when supporting individuals with differing needs, goals and circumstances. Training to build the application of knowledge should always be coupled with training to help build cultural awareness, inclusivity and person-centred approaches.
For example, frontline staff who are trained in positive behaviour support will be more prepared to consider approaches when dealing with behaviours that challenge without escalating the situation. Similarly, training in being culturally aware will prepare staff to construct an environment in which participants may feel as though they are respected and understood. Training in both scenarios empowers staff to provide competent and compassionate support.
The Ripple Effect of Quality Training
Training in this sector not only offers benefits to staff, but it also affects and impacts the participants and their families.
1. Increased Safety
Staff who have understanding of risk management, first aid, safeguarding practices and theory can not only mitigate the circumstances around issues occurring, but prevent and divert the behaviours from occurring, thereby keeping the individuals they serve safe.
2. Increased Confidence
Participants feel more relaxed and trusting of professionals when they exhibit the skills to support effectively and with understanding.
3. Decreased Staff Turnover
Providing training opportunities to staff communicates value in their position. Low staff turnover is vital to continuity of care, and make for the most seamless transition to participants when care needs to change.
4. Community Confidence
Families and support coordinators would much prefer to recommend providers that prioritize training and service delivery over any considered alternatives.
Comprehending Compliance in Disability Services
Many people perceive compliance as just paperwork, rules and audits. They are part of the picture, however, compliance in the disability support sector is more than just accountability.
There are regulatory frameworks to ensure that participants are receiving a safe, fair, effective service. Regulatory frameworks also ensure organisations run transparently and credibly. The ability to meet these standards evidences the provider has regard for the rights and wellbeing of participants.
Compliance should not be perceived as negative or a “burden” to your organisation. Compliance can be viewed as a “roadmap.” To ensure organisations meet minimum and/or base line expectations and provide information for potential areas for improvement within the organisation. Compliance in its fullest, should not be viewed as a hurdle, but a part of your organisation’s growth.
The Intersection Between Training and Compliance
Training and compliance are frequently intertwined. Without trained staff, the standards of compliance can not be met. In turn, the compliance standards certainly outline the training topics that organisations should prioritise consideration while training.
Take these as examples:
- Incident Reporting: Compliance requires reporting of incidents in a timely and accurate manner. Therefore, staff need to be trained in how to recognise, document and report those incidents.
- Medication Management: Compliance requires safe administration of medication. Training can provide staff with the ability to safely administer meds, as well as understanding potential side effects.
- Participants Rights and Advocacy: Compliance will include protections of rights of participants. Training will give staff the knowledge to enact those rights in practice.
These simple examples illustrate the interdependent nature of why you cannot simply have training or compliance, but can only have training, compliance and community and to support each other in safety to support your community partners.
The Challenges Organizations Face
Put another way, four to six hours to obtain training or NDIS compliance is nothing compared to the facilitation, use of time to plan, record attendance, change of schedules because people do not show up, etc. It is also not fair to assume that everyone thinks this way.
Even with good intentions, organizations face barriers to sending folks out for training and compliance.
- Time Constraints: Frontline staff often handle busy schedules so it may be hard to go for a longer training as the systems might require flexibility.
- Cost: Cost to invest in good to high quality systems could be a stress point for even smaller providers.
- Changing regulation: Regulations may change, compliance needs to change, may create uncertainty in what is in place and every few months it could be time of constant revision.
- Consistency of training across space: larger organizations employing staff across multiple sites may find it difficult to have the same planning and training in place for all locations.
Overcoming the barriers and challenges will take innovation, and planning and goodwill of the teams.
Contemporary Training and Compliance Options
Fortunately, new ideas can provide more accessible and effective options for training and compliance.
1. E-Learning Platforms
Online courses provide staff with the option to complete modules at their own convenience; therefore, reducing the potential for disruption to a staff member’s daily responsibilities.
2. Blended Learning
Blending the online module with practical workshops provides flow, while ensuring skills are being implemented in the moment.
3. Micro-Learning
Short modules offer short bursts of learning to staff and keep the information condensed so that staff do not become overwhelmed.
4. Automated Compliance Tracking
Digital systems can take accountability for the monitoring of staff certifications, provide reminders for refresher courses, and ensure compliance so that staff are not slipping through the cracks.
5. Scenario-Based Training
Strategies which use a real-world or case-study based approach allow staff to practice responses in a safe environment that builds confidence and improves decision-making.
These strategies allow organisations to keep workloads dynamic and comply with new or evolving compliance frameworks.
Why NDIS Providers Should Care
For those that operate within the National Disability Insurance Scheme framework, training and compliance become even more important, as the NDIS Code of Conduct, Practice Standards & Performance Indicators are realistic and detailed. Providers must adhere to these standards and expectations not only to achieve registration with the NDIS, but it is also essential so that the participants can trust one of the many many supports they endure during their lives.
Staff who have the benefit of compliance training, improve the staff’s ability to uphold a participant’s rights, risk manage, and ethically provide a service.
These aspects have a direct impact on how providers are viewed by participants, families, and the wider community. In an industry where trust is paramount, focusing on training and compliance is a solid way to develop trust as a way of building credibility.
A Change of Perspective: From Requirement to Opportunity
Perhaps the greatest action organisations can undertake is to change how they perceive training and compliance. Instead of viewing them as requirements enforced by a governing body, providers can perceive them as an opportunity to:
- Develop their workforce.
- Build trust with participants and families.
- Set themselves apart from competitors.
- Demonstrate leadership in the industry.
When viewed with this perspective, training and compliance are not expenditures but rather investments in sustainability and reputation!
Conclusion
Disability support involvement is serious work: everything a provider does, every decision they make, and every interaction they have with a participant plays a part in their lives. Training and compliance are at the core of this accountability.
By making investment in professional development, adhering to standards of regulatory practice, and reframing both as growth opportunities, organisations can create environments in which participants feel safe, respected, and in control of their lives. Training and compliance are more than a checkbox; they create stronger futures for staff, participants, and communities!