Navigating the complexities of the NDIS can be overwhelming for many providers, particularly when it comes to meeting compliance requirements and preparing for audits. Jullie Johnson, our experienced NDIS consultant, has dedicated the later part of her career to helping both new and existing providers overcome these challenges and thrive in the sector. With her depth of knowledge and practical approach, Jullie has become a trusted guide for organisations seeking to provide exceptional service while remaining audit ready.
We recently sat down with Jullie to get her insights on the audit process and her advice for providers to prepare for audit.
Preparation for your NDIS Audit is key
Jullie has learned from experience that one of the biggest challenges is that organisations underestimate the amount of work required to prepare for an audit. Many leave it too late—sometimes only giving themselves a month to get everything in order.
“Ideally, audit prep work should start immediately after the previous audit. Everything that happens day in and day out, across every part of the organisation, should be in accordance with the NDIS standards and any other rules and regulations that apply to managing and operating an organisation and providing supports to people with disability.”
For organisations that maintain strong internal audit schedules and consistently review their operations, the audit process becomes less daunting and shifts towards fostering continuous improvement.
“Organisations that have robust internal audit schedules that are implemented on an ongoing basis are always gathering information about how the organisation is travelling. If the outcomes, findings, and learnings are linked to continuous improvement, there should be no need for a last minute rush to get things ready for an audit as the prep work is ongoing and part of everyday business.”
Jullie recommends for new organisations undergoing their first audit to allow about six months to prepare, allowing time for a comprehensive review of operations, drafting quality documents, and ensuring all systems, records, and practices meet necessary requirements.
“Organisations having their first audit need approximately six months to prepare; this timeframe allows for a thorough review of operations and practices if the organisation is up and running, giving enough time to review and / or draft quality documents, ensuring systems are robust and collect and report on important issues and trends, key personnel, employee, and participant records are current and meet all requirements, etc.”
(image: Jullie Johnson has been a NDIS consultant since 2017)
Jullie has some firm advice for people wishing to start their NDIS provider journey and stresses the importance of getting involved for the right reasons.
“Some people contact me because they want to start a NDIS business – some of these people have a background in supporting people with disability and others are business people looking for a new business opportunity. For these people I say, do your homework and research what it means to be a competent and successful provider of supports to NDIS participants. Being a NDIS provider is not something that is just a business opportunity, you will be working with some of the most vulnerable people in our community; they deserve more than someone who just wants to make a buck.”
Being NDIS Audit-Ready
A key component of staying audit-ready, according to Jullie, is keeping up with changes and new information from the NDIS. The NDIS website and newsletters are a terrific resource for providers.
“Providers can keep up to date with changes and new information coming out from the NDIS by signing up for their Practice Alerts. This keeps their knowledge fresh and helps them with reviewing and updating their quality documents so they remain compliant.
Get Started – NDIS Sign up to Practice Alerts – Start Here
Additionally, Jullie recommends taking advantage of the training resources available on the NDIS website.
“The training resources that are on the NDIS website are also useful tools and I highly recommend that workers and providers alike jump in every now and then and do a refresher on the training videos. They are informative and useful resources, and they are narrated and presented by people who know what they are talking about.”
Get Started – NDIS Practice Resources- Start Here
Jullie also touches on the common mistake of relying on “off-the-shelf” policies and procedures without adapting them to the specific needs of the organisation.
“…some organisations purchase their policies and procedures ‘off the shelf’ which is fine, but it is not the end-game. These policies and procedures will have basic information, generic policy statements, and procedures that are often not attributed to a role or position within the organisation.” She advises, “if organisations purchase ‘off the shelf’, I highly recommend that they read them through and amend them to suit how they operate. They need to include specifics about the who and what in the procedures – who does that thing you are talking about and how they do it. Just don’t say ‘ABC disability service will ask participants for consent’ – be specific so the readers know exactly who is responsible for that action and it is not left to people to guess who does it.”
Understanding NDIS Auditors and Key Focus Areas
For many NDIS providers, the uncertainty surrounding what auditors will focus on can be daunting. Audits are a comprehensive review of an organisation’s compliance with NDIS standards, and with so many areas to cover, it can be difficult to predict what might come under the microscope. Jullie, however, encourages providers to view audits not as a hurdle but as a valuable learning opportunity.
“While audits are similar, no two audits are the same,” she explains. “Auditors come from a variety of backgrounds and experiences, and I find that they bring those ‘leanings’ with them when they audit. Auditors who have a nursing background have a particular interest in the quality documents and processes around health care, preventative health, management of medication, high intensity daily personal activities – and rightly so – because that is where their expertise lay. A different auditor might have a background in risk management, or disaster management or disaster welfare recovery, so they have an additional focus on all things risk or emergency management.”
This variety can be an advantage for providers, as each audit can reveal new areas for improvement or highlight best practices that might otherwise go unnoticed. These specialised areas of interest, she notes, are reflective of the auditor’s expertise but don’t overshadow the broader scope of the audit.
Jullie embraces the differences that come with each audit, welcoming the fresh perspectives auditors bring.
“I have helped organisations through quite a few audits and always welcome the audit activity with enthusiasm for the opportunity to learn something new. At every audit I find a little gem of something that has never been asked for previously, and I take that into future planning for audits with organisations. I add it to my list of ‘must haves’ and share that with organisations getting ready for an audit.”
This proactive approach not only helps Jullie stay ahead of industry trends but also ensures her clients are better prepared for whatever the audit may bring.
Putting Participants first as best practice for meeting the NDIS Code of Conduct
Ultimately, Jullie believes that putting participants at the centre of everything is the key to success.
“By putting the people they support at the centre of everything they do, every decision they make, every policy they write, every strategy and thought and action – then they will succeed. Because by putting people front and centre means that their needs and desires and goals are put first, it is all about them, not about us.
At the end of the day, every person in every role within the organisation, contributes in some way to improving the life of a person with disability by supporting them to achieve their goals.
She encourages providers to ask themselves, “Who am I here to serve?” and “How will what I’m about to do improve a participant’s life?”
For Jullie, the answer to these questions shapes everything a provider should strive for.
“Every decision a provider makes should be focused on improving the lives of the people they support. Whether it’s a policy, a strategy, or an action—if the goal is to enhance the well-being and independence of participants, then success will follow.”
In a rapidly evolving sector like the NDIS, Jullie’s experience and insights have become invaluable to seasoned and emerging providers. Providing guidance that not only helps providers stay compliant but also encourages the strong focus on participant outcomes. Jullie’s hands-on approach ensures providers don’t just meet regulatory standards but also embrace the core mission of the NDIS: empowering people with disabilities to lead fulfilling, independent lives.
Learn more from Jullie and navigating NDIS consultancy
If you’re interested in engaging our NDIS consultancy services you can get started by visiting our NDIS Consultancy page below