Annual Report 2022-2023

WELCOME

At Communication eXtra, we take pride in being a specialised and independent provider of NDIS Support Coordination for over 300 families across Australia. Our primary objective is to empower individuals to live independently and participate actively in their community by equipping them with the necessary knowledge and self-confidence.

We work to equip people with the knowledge and confidence to live independently, and be part of the community. In addition, we provide tailored Support Coordination services which promote our participants' diversity, independence, and self-sufficiency.

Our Deaf Ecosystem approach supports those with unique communication needs, improving communication and service access. We prioritise our participants' preferred language and communication style to impact their NDIS plans positively.

Communication eXtra would like to acknowledge the Traditional Owners of the land on which we live, work, serve and play. We acknowledge that the oldest living culture in the world has been kept alive by a rich and continuing history of storytelling, music, dance, art, and language – especially sign language.

We pay our respects to Elders past and present, who maintain an enduring spiritual and cultural connection to the land.

COMMUNICATION EXTRA COMMUNITY NEWS THE HIGHLIGHTS

11 WOMEN SUPPORTED TO END VIOLENCE AGAINST THEM IN THEIR FAMILY HOME

122 NEW PARTICIPANTS & FAMILIES TO SPECIALISED SUPPORT COORDINATION THAT THEY NOW UNDERSTAND

263 MENTORING SESSIONS UPSKILLING STAFF TO PROGRESS THEIR CARREER

7046 HOURS OF SUPPORT COORDINATION ACROSS EVERY STATE & TERRITORY ACROSS AUSTRALIA

13

OUR PEOPLE ENGAGED IN EDUCATION TO ACKNOWLEDGE THE DEAF & HARD OF HEARING FIRST NATION PEOPLES WHO PRACTICE SOME OF THE OLDEST SIGN LANGUAGES IN THE WORLD

55 FAMILIES SUPPORTED BY OUR GIVING TRUST

Communication eXtra is a leading Support Coordination Provider working alongside Deaf & Hard-of-hearing people across Australia.

We provide support to people with communication disability including those who are Deaf, Hard-of-Hearing, autism, have an intellectual disability, are deafblind, or have another disability affecting communication.

Our Services

Support Coordination

Connection to providers, community, mainstream and other services to build your confidence and skills to use and coordinate your plan.

Interpreting & Translation

We provide Auslan interpreting, notetaking, captioning, & translation services.

Business Advice & Coaching

Assisting participants to work for themselves, as a self-employed worker

OUR SUPPORT IS GUIDED BY OUR VALUES

2 SENIOR SUPPORT COORDINATORS

4 NEW ROLES

NATIONAL TRAINING MANAGER APPOINTED INTERNSHIPS COMMENCED

GOAL PROGRESSION

BUSINESS PRIORITIES

We exceeded our initial goal of 5 new participants per month and engaged 122 participants in 12 months. Positive feedback and accomplishments contributed to our growth. 19 participants decided to become selfsufficient with occasional support and 6 decided to go to a different provider, leading us to reflect on the importance of proactive team members and regular billing audits. We implemented clearer outcome measuring tools in our CRM with easy-to-read dashboards.

Our workforce has quadrupled in size to accommodate our growing numbers. We are proud to employ 13 individuals with disabilities or who care for someone with a disability across Australia. This has contributed significantly to the growth of our Deaf Ecosystem. We understand the importance of cultural considerations when linking supports, and we prioritise giving our clients more choice and control than we did in the previous year.

ADDED PRIORITIES

We are looking to identify a more convenient method to access our paperwork in the coming year. Signing Service Agreements and consent paperwork for multiple stakeholders has been challenging, and we are exploring and implementing long-term solutions. We are also revamping our Welcome pack by adding a video option. Our Operations Manager secured a grant from the Digital Boost Program for the 23/24 year to support this.

EMPLOYEE OPPORTUNITIES

During the first year of our strategic plan, our leadership team recognized the need for additional roles to achieve success. We noticed an increase in administrative tasks due to the growing number of clients and overwhelming intake numbers. To address this, we hired a casual administration officer for our Head Office and created two positions in Victoria to focus on continuous improvement and connections to assist with intake.

We also promoted two senior staff members to the leadership team. Their role is to support other staff members and help alleviate the increasing pressure on management. Their main responsibility is to provide support and guidance to their colleagues, easing some of the burdensome pressures on management.

HIGHLIGHTS FROM OUR YEAR

Our business strives to shape policies that benefit people with communication barriers, and we continue to work with others in the Deaf and Hard-of-Hearing community to achieve this goal. Recently, we celebrated the holiday season with a Christmas Picnic in South Australia, where significant contributors to the community came together to collaborate, share ideas, and learn from each other. This event occurred shortly after the National Week of Deaf People, which we promoted on social media to reach as many niche groups as possible.

Our leadership team also visited Deaf Children Australia to learn more about the history of the Deaf community in Victoria. This team-building event allowed new and old staff members to connect and collaborate on ways to serve our community best.

Our director, Paul Bartlett, is committed to building smart connections and ensuring an ever-growing Deaf Ecosystem where all providers can benefit. To do this, Paul conducts provider training sessions nationwide and thirteen mentor sessions each week to educate staff and providers on accessibility for all. He is also dedicated to preserving the Deaf community's rich heritage, culture, and language - Auslan. Paul mentors leaders in the Deaf Community to support them continue their legacy and heritage.

A W A R D W I N N I N G

It brings our leadership team great pleasure to share that Communication eXtra is a highly reputable provider of Support Coordination services. In recognition of our exceptional performance during the past fiscal year, we are honoured to have been presented with three significant awards. These accolades testify to our unwavering dedication to excellence and customer satisfaction.

We are incredibly proud to have been awarded the Best Customer Service distinction at the Community Achievement Awards 2022. This accolade reflects our unwavering commitment to prioritising the needs of our clients and providing them with the utmost care and professionalism. Moreover, we were also recognised earlier this year at the Disability Leadership Awards for our cutting-edge approach and expertise in disability practice. Our team's forward-thinking philosophy and commitment to innovative services allow us to provide top-tier support to our clients.

More recently, we were humbled to receive the highly coveted Best Disability Support Service award at the Australian Small Business Championships, the Logies of small businesses. This prestigious honour recognises our earnest desire to make a positive impact in the lives of individuals with disabilities.

These awards have played an instrumental role in bolstering our reputation and business growth, positioning Communication eXtra as a leader within the industry. We remain steadfast in our commitment to maintaining the highest standards of excellence, fostering innovative solutions, and continuously enhancing our services. With a proven track record of success and the trust of our clients and partners, we are poised for continued growth and impact in the disability sector.

Narelle Akers

Melissa Connor

Paul Bartlett

Sally Milner

Michelle Godfrey

Cheryl Foxwell

Laura Sampson

Jo Michael

Damon Lahtinen

Melissa Ballarino

Victor Belousov Mei Li