The Challenge
A mid-sized NDIS service provider with 320 employees, including support workers, case coordinators, and administration staff, faced mounting operational issues. The business supported more than 500 clients across community and residential settings in Queensland and New South Wales.
The key challenges included:
- Compliance complexity: The NDIS Quality and Safeguards Commission required strict record-keeping, training documentation, and policy adherence. The provider struggled to maintain clear, auditable records.
- Manual rostering chaos: Shifts were scheduled via spreadsheets and WhatsApp groups, leading to last-minute changes, no-shows, and staff burnout.
- Award interpretation: Navigating the Social, Community, Home Care and Disability Services (SCHADS) Award was difficult, particularly around sleepovers, broken shifts, and penalty rates.
- High turnover: Annual attrition exceeded 40 percent, with workers citing poor communication and lack of recognition as reasons for leaving.
- Inefficient onboarding: New staff often waited weeks for compliance checks, training, and induction to be completed before they could start work.
The executive team knew that without a modern NDIS-focused HRIS, the provider would continue to face regulatory risk, high staff churn, and compromised service quality.
The Solution: Implementing Frappe Employment OS
The provider selected Frappe Employment OS because of its flexibility, compliance features, and ability to integrate HR, workforce management, and learning into one platform.
1. Award and Compliance Automation
- The system automatically calculated SCHADS Award entitlements, including complex allowances and broken shifts.
- Digital compliance checklists ensured every worker had up-to-date police checks, NDIS Worker Screening, and mandatory training.
- Audit-ready reporting saved weeks of preparation time.
2. Intelligent Rostering
- Rosters were built with drag-and-drop functionality, factoring in staff qualifications, client preferences, and costings.
- Staff could accept or decline shifts via the mobile app, reducing no-shows.
- Overtime and fatigue limits were flagged automatically, protecting staff wellbeing.
3. Onboarding Made Simple
- All contracts, forms, and induction modules were digitised.
- New hires could complete everything before day one, reducing onboarding time from three weeks to three days.
- Mandatory training, such as infection control and manual handling, was assigned automatically.
4. Boosting Retention and Engagement
- A built-in feedback system allowed staff to raise concerns confidentially.
- Regular pulse surveys tracked employee satisfaction and wellbeing.
- Training and career development modules gave workers clear pathways into senior support roles or case coordination.
5. Client-Centric Focus
- Rostering was aligned with client care plans, ensuring consistency of support workers.
- Families received improved communication on who was attending shifts and when.
- Service delivery quality increased, with fewer complaints logged.
The Results
After one year of using Frappe Employment OS, the provider reported significant improvements:
- Compliance confidence restored: All staff records were audit-ready, with zero non-conformities during an NDIS Commission audit.
- Rostering efficiency improved by 55 percent, saving coordinators around 15 hours per week.
- Turnover reduced by 18 percent, attributed to better communication, transparency, and training opportunities.
- Payroll accuracy reached 98 percent, eliminating frequent disputes over entitlements.
- Onboarding time reduced by 85 percent, allowing the business to quickly scale its workforce in response to growing client demand.
Client Feedback
The Operations Manager shared:
“The NDIS space is one of the toughest for workforce management. With Frappe Employment OS, we went from scrambling to keep up with compliance to leading with confidence. Our staff feel supported, our clients see consistency, and audits no longer keep us awake at night.”
The Frappe Employment OS Advantage in NDIS
- Award automation: No more manual calculations or disputes under SCHADS.
- Mobile-first rostering: Perfect for a geographically spread workforce.
- Engagement and training tools: Improve retention and career development in a high-turnover sector.
- Audit-ready documentation: Builds confidence with regulators and stakeholders.
- Client care alignment: Ensures rosters are built around client needs, not just staff availability.
Final Word
NDIS providers face a unique balancing act: delivering high-quality client care while meeting stringent compliance and workforce requirements. Without the right systems, the risk of breaches, staff turnover, and operational inefficiency skyrockets.
By implementing Frappe Employment OS, this provider not only streamlined compliance and rostering but also improved staff retention and service delivery. In an industry where trust and quality are paramount, investing in the right HR software is the difference between struggling to survive and thriving with confidence.