Communication strategies for times of change

In the Support Coordination space, we know ‘the only constant is change’. We also know that change can cause stress and anxiety for some NDIS participants and their families.

Never before have there been so many actual and potential changes in the NDIS landscape. Here are a few of the main players:

• The recommendations of the NDIS 10-year Review
• The recommendations of the Disability Royal Commission and the government’s response
• Getting the NDIS Back on Track Bill
• The NDIS Provider and Worker Registration Taskforce Recommendations

An environment of transition and unpredictability can lead to misinformation and confusion, making it more important than ever to have open lines of communication.

The NDIA says one of the roles of a Support Coordinator is building a participant’s capacity to prepare for unexpected situations. In this article we will discuss some communication strategies that Support Coordinators can use to work alongside participants through this uncertainty.

Communication: clear is kind

Maintaining open lines of communication can create opportunities for support, debriefs, and to correct misinformation before it gets out of hand.

Let’s dive into three communication strategies that could help to reduce feelings of uncertainty.

1.        Focus on (and share) the facts.

If changes to the NDIS are raised by the participant, it is important that we are honest about whether something is a recommendation, a rumour, or when a true change has indeed occurred in the sector. The government has not yet formally responded to all the recommendations of the NDIS Review or the registration taskforce recommendations- so at this stage some of the recommendations are recommendations only.

We also need to make sure that we do not pretend to have clarity when we don’t. This will only erode trust over time. And even though we might want to provide reassurance, it is important to not to fall into the trap of making generalised statements such as ‘it will all be OK in the end…’ or ‘they won’t change service-X, I’m sure of it’.

It can be helpful to know where to source information that can be trusted, and then share this information with participants. Here is a list that you might like to reference and share:

• NDIS website news page
• News and information about Department of Social Services (DSS) responsibilities
• Press releases from NDIS Minister Bill Shorten MP
• Press releases from Minister for Social Services Amanda Rishworth MP
• NDIS Newsletter
• DSC Newsletter
• DSC Mission Critical Newsletter
• NDIS Quality and Safeguards Commission

2.        Develop a communication plan

Does your organisation have a communication plan? Does it include strategies to regularly provide clear and consistent information to participants when there are updates?

Having a communication plan and strategy can go a long way towards ensuring that participants are informed and reducing the worry that comes from uncertainty.

Consider whether the following strategies could work in your organisation:

• Newsletters that collate current information and links to learn more. It could also list key staff members to contact if a participant has additional questions or would like to clarify anything.
• Video updates from staff members who can translate the complexities and provide updates.
• Easy Read: is there someone in the team who has done Easy English training? If so, providing documents in this format could be a helpful and accessible edition to your communication strategy.

3.        Supporting people through anxiety and distress

It is important to be mindful that changes could be leading to anxiety and distress for some participants. Making time and space for difficult conversations can be an opportunity to actively listen, validate people's feelings, and answer questions when possible. You should also look to provide reassurance where you can and support the person to maintain stability and routine.

Some people may need support beyond what you can provide. For people in a lot of distress, be prepared to discuss some options, such as:

• An appointment with their GP, who may recommend a Mental Health Care Plan.
• The person’s informal and community supports. This may include creating a ‘buddy system’, where a participant can identify people in their support networks who they can debrief with and provide reciprocal support.
• Helplines such as Lifeline (13 11 14), Beyond Blue (1300 22 4636) and Suicide Call Back Service (1300 659 467).

Despite uncertainty, it is important for us to acknowledge the current challenges, support each other, and share trusted information.

And please be assured that if any recommendations are transitioned to facts, a Team DSC member will share the information as quickly as we can via our newsletter!