The Challenge

An NDIS-registered disability services provider employing 250 staff across Sydney and regional NSW was struggling to meet demand. The introduction of new NDIS compliance standards had placed extra scrutiny on providers, and this organisation faced significant workforce challenges:

  • Chronic shortages of disability support workers, with 40 unfilled roles leaving clients without consistent care.
  • Turnover exceeding 45 percent, particularly among casual staff, due to burnout and low engagement.
  • Compliance pressures, including mandatory worker checks, training, and ongoing record-keeping, which slowed down the hiring process.
  • Reputation risk, as clients reported inconsistent support and frequent staff changes, impacting the provider’s NDIS star rating.
  • Lack of recruitment expertise, with internal HR stretched thin and relying on expensive job boards that yielded few qualified applicants.

The provider realised that without intervention, they risked failing client obligations and losing NDIS funding.


The Solution: Partnering with Ingenious People

The provider engaged Ingenious People to address immediate workforce gaps while creating a sustainable pipeline of skilled disability support workers.

1. Sector-Specific Recruitment Campaigns

  • Designed targeted recruitment campaigns that spoke directly to people passionate about disability support.
  • Promoted benefits such as flexible shifts, career progression into allied health or case management, and specialised training.
  • Used community networks, TAFEs, and disability job expos to tap into overlooked candidate pools.

2. Compliance-First Recruitment

  • Built a structured pre-screening framework aligned with NDIS Quality and Safeguards Commission requirements.
  • Ensured all new hires had the necessary Working with Children Checks, NDIS Worker Screening, and first aid certifications.
  • Reduced compliance delays by introducing automated reminders and centralised documentation.

3. Workforce Planning and Pipeline Development

  • Developed a talent pool of pre-qualified disability support workers available to fill urgent shifts.
  • Established a “return to care” program targeting qualified but inactive professionals looking to re-enter the workforce.
  • Partnered with RTOs to create a training-to-employment pipeline, ensuring graduates were job-ready.

4. Retention and Engagement Initiatives

  • Introduced a structured buddy program pairing new support workers with experienced staff to reduce early turnover.
  • Built a career pathway framework that mapped how casual workers could progress into permanent team leader or coordinator roles.
  • Implemented staff recognition initiatives, including monthly awards and wellness programs tailored to the demands of care work.

The Results

Within 12 months of partnering with Ingenious People, the provider transformed its workforce outcomes:

  • Vacancy rate reduced by 90 percent, with nearly all frontline support roles consistently filled.
  • Turnover fell from 45 percent to 28 percent, stabilising the workforce and improving continuity of care.
  • Time-to-hire decreased by 50 percent, with most support workers cleared and onboarded in under three weeks.
  • Compliance rating improved significantly, with the provider achieving a full pass in its most recent NDIS Quality and Safeguards audit.
  • Client satisfaction scores rose by 30 percent, directly tied to consistent staffing and higher-quality support delivery.

Client Feedback

The CEO of the provider shared:

“The NDIS workforce market is one of the toughest in Australia, and we were losing staff faster than we could hire them. Ingenious People not only filled our urgent vacancies but also gave us a workforce strategy that works. Our compliance, client satisfaction, and staff morale have all improved dramatically. They are now a long-term partner in our growth.”


The Ingenious People Advantage

This case demonstrates why Ingenious People is becoming the go-to partner for NDIS workforce solutions in Australia:

  • Compliance expertise: Every recruitment process is built around NDIS standards, reducing audit risk.
  • Workforce resilience: Talent pipelines and community outreach ensure sustainable staffing beyond job board advertising.
  • Retention focus: Practical engagement programs reduce burnout and turnover in a high-demand sector.

For NDIS providers, Ingenious People offers more than recruitment. It delivers a full workforce partnership that strengthens service quality, compliance, and client trust.

Ingenious People continues to support the provider with recruitment campaigns, workforce planning, and retention programs as the NDIS landscape evolves.