Exploring Offshore Rostering Coordination within the NDIS

In today’s globalized business landscape, the concept of offshoring certain operational tasks has gained attention across various industries. Within the National Disability Insurance Scheme (NDIS), the question arises: Can rostering coordination, a crucial aspect of NDIS service provision, be effectively managed offshore? In this blog post, we delve into the topic, discussing the potential advantages, challenges, and important considerations for NDIS providers contemplating offshore rostering coordination.

The Advantages of Offshore Rostering Coordination

Cost Efficiency

Offshoring rostering coordination can offer huge cost advantages of up to 70% for NDIS providers. Labour costs in certain offshore locations may be lower compared to Australia, allowing providers to allocate resources more effectively and maximize operational budgets.

Time Zone Coverage

By engaging offshore teams, providers can extend their rostering coordination coverage across different time zones. This can allow for 24/7 support, ensuring timely responses to rostering needs, last-minute changes, and emergencies. After all, there is nothing worse than getting a phone call at midnight when someone calls in sick for the 6am shift!

Scalability and Flexibility

Offshore teams can provide NDIS providers with the ability to scale their rostering coordination operations more efficiently. Providers can expand their offshore team as per their requirements, offering greater flexibility in managing workforce fluctuations.

Challenges and Considerations

Communication and Language

Effective communication is essential for rostering coordination, as it involves close collaboration and understanding between team members. I generally suggest that the rostering function is focused on internal liaison within your own support worker pool, plus management. There are ample IT solutions for your offshore resource to make phone calls, text WhatsApp groups, and use your rostering software directly to send direct messages to employees. As management, this will give you visibility and complete objectivity to work activities, the same as any other employee. If you have a dynamic resource, who is a strong administrator, I honestly don’t see the difference between an offshore team member and an Australian-based employee.

Regulatory Compliance

Offshoring rostering coordination may introduce complexities related to compliance, data security, and privacy. Providers need to ensure that their offshore partners or service providers meet the necessary compliance standards. For example, the NDIA, as a government entity, will contract IT solutions with Australian-based data centres, but that is always the way that government IT tenders work. To the best of my knowledge, individual providers do not have this restriction.

Training and Knowledge Transfer

Rostering coordination requires a deep understanding of NDIS policies, participant needs, and provider operations. Offshore teams will need comprehensive training and ongoing support to ensure they have the required expertise. Providers should invest in knowledge transfer programs to bridge any knowledge gaps effectively. There are great companies such as PayCat that help providers to interpret the SCHADS Award, so that providers can pay the necessary allowances and penalty rates. Otherwise, I recommend having a Learning Management System (LMS) such as eTrainu or TUTIS_CARE that can be leveraged to train both onshore and offshore staff.

Service Quality and Cultural Alignment

Offshore rostering coordination teams must align with the service quality standards and cultural values of NDIS providers. Providers should establish robust performance monitoring mechanisms and ensure that the offshore teams are committed to upholding the same level of service excellence and participant-centric focus. To make it practical, ensure that you make your offshore teammates feel as equally valued as your onshore team. Give them a company email address and, if your company has a t-shirt, get them a company t-shirt too!

Conclusion

The decision to offshore rostering coordination within the NDIS is a complex one that requires careful evaluation of the potential advantages and challenges. While cost efficiency, extended time zone coverage, and scalability may be appealing, providers must also consider IT solutions, regulatory compliance, training needs, and maintaining service quality. Each provider’s circumstances and requirements are unique, so a thorough analysis and assessment are necessary to determine whether offshore rostering coordination aligns with the provider’s goals and the expectations of the participants they serve.

It is recommended that providers engage in a comprehensive evaluation process, including conducting pilot programs or trials, to determine the viability and effectiveness of offshoring rostering coordination within their specific organizational context. By combining thoughtful analysis, diligent planning, and ongoing evaluation, NDIS providers can make informed decisions to optimize their rostering coordination operations while ensuring the highest quality of support for participants.

About the Author

Chris Hall is an NDIS Business Coach and experienced NDIS executive. Chris helps providers scale through Sales and Marketing at his business, Peak Provider. Find out about his Masterclass events and 8 Week Growth Program at this website: https://peakprovider.com.au/