Supporting Customers Archives - Northcott Annual Report 2021-22

A house to call home

By teamSupporting Customers

A house to call home

We supported four residents with varied and complex needs to move into our new Oran Park home where they are enjoying an improved quality of life.

Our resident Vicky

Before Vicky moved into a Northcott disability home, she was living in an aged care facility for a long time following a stroke. Although she was looked after, Vicky had limited supports for her complex needs and rarely would get out in the community. Thanks to the opportunity to move into supported disability housing with Northcott, Vicky is now supported to do things she loves, like shopping, while also having control over other aspects of her life.

The home

Northcott’s Oran Park home was built by Specialist Disability Accommodation (SDA) provider, DPN Casa Capace and opened in 2020. The home is specifically designed for people with severe functional impairment or highly complex support needs, with automated doors, blinds and benches. Using Supported Independent Living (SIL) funding, residents of Oran Park have 24/7 support from Northcott to assist them in all aspects of their lives, from daily living tasks to administering medication, travelling to appointments or getting out in the community.

“We help our residents to have some type of independence and control in what happens in their lives,” says Alana, Northcott Service Coordinator at Oran Park.

Resident Vicky with Northcott Support Worker, Sneha

Supporting the move

Vicky and her housemates were all living in different circumstances before joining Northcott. Some had been living in nursing homes, while another had experienced long term hospitalisation due to the lack of suitable accommodation.

Moving the residents into Northcott’s Oran Park home was an enormous task involving many Northcott teams, external organisations, the residents’ families and the NDIS, explains Northcott Service Manager, Ravi Bhati.

“Northcott went above and beyond to support the customers. Our Vacancy Management and Housing teams worked together to achieve the best outcomes.

“Funding was an important part of the transition and the residents’ applications were declined a few times as we were unable to obtain the required documents from the hospital or aged care providers involved. Finally, we submitted the documentation to the NDIS and were able to secure the SDA and SIL funding which made it possible for these residents to move into Oran Park,” Ravi says.

Once the funding was in place, Northcott prepared the house for each resident.

“We made sure the right supports were available and equipment arrived on time so that when the residents came, they would have a positive experience.”

Support staff were also trained in the specific support requirements of the residents, who have a range of disabilities and complex support needs.

“It was challenging and a lot of work…but we are so happy to have them here now,” Ravi says.

Positive outcomes for all

“Our residents seem to be very happy. They are receiving support as per their choice. They are in control and making choices. They are controlling how they want to live in this house.

“They feel that this is their home. They have an attachment to this house and are very comfortable living here,” explains Ravi.

Service Coordinator, Alana is particularly proud to have supported the residents to have more opportunities for community access. One resident, who hadn’t left her bedroom in the nursing home, was very anxious when she first moved into Oran Park. With support and encouragement to sit outside, then go for walks around the local streets, she slowly built up her confidence to regularly get out in the community. Another resident was also very reluctant to leave the house. With support and prompting from Northcott staff, this resident is now happy to go shopping and regularly attend mass at a local church.

“To see the residents able to do something for themselves is wonderful. My drive for coming to work each day is to help our customers reach their goals. I’m passionate about helping them maintain a quality of life,” Alana says.

Northcott Service Coordinator, Alana with Service Manager, Ravi

Northcott Service Coordinator, Alana with Northcott Service Manager, Ravi

20 October 2022

A man in a black puffer jacket, a woman in a black dress and cardigan and a man in a grey shirt are smiling and standing behind a woman sitting in a motorised wheelchair with a red joystick.

Improving Kyle’s quality of life

By teamSupporting Customers

Improving Kyle’s quality of life

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After years of collisions in her wheelchair and frustrating repair waiting periods, Kyle is enjoying greater independence thanks to a custom-designed wheelchair joystick.

Kyle’s frustrating situation

Northcott resident, Kyle loves her independence, but for several years she has had difficulties getting around in her wheelchair. Due to her disability, Kyle has uncontrollable tremors that cause her to break the joystick on her chair. Her tremors also cause her to drive uncontrollably, often colliding with furniture and people in her path, injuring herself and others, as well as damaging her chair. Her customised wheelchair is constantly in need of repair, meaning she has to use alternative aids, including manual wheelchairs or power chairs not suitable for her needs.

“For Kyle to be out of her chair causes her to be upset. She can get frustrated, and it limits her access to the community,” explains Aaron, the Service Coordinator in the Northcott home where Kyle has lived for several years.

“I’d rather be able to do things but if they take [my chair] away I’m stuck,” says Kyle, adding that she finds her current joystick “hard to control”.

Having reached the end of the road in terms of the solutions his team and Kyle’s therapists could offer, Aaron turned to Northcott Innovation (NI), a subsidiary of Northcott that uses human-centred design to find solutions for the challenges faced by people with disability.

“Our priority was to aim for a higher quality of life [for Kyle] by enabling her to drive her chair more independently,” explains Samantha Frain, Executive Director of NI.

Aaron, Sam, Michael and Kyle

The solution

NI identified that Kyle needed a different way to control her wheelchair. The team reached out to UTS Rapido, who were able to bring their engineering and design-thinking skills to the project.

With NI coordinating involvement from Kyle, the support staff in her home, and her therapists, the Rapido team was able to observe Kyle and understand the issue. This gave them the information they needed to start developing some concepts, before settling on a low-tech magnetic toggle solution. With magnets as the central feature of the joystick, the team from Rapido measured the power of Kyle’s tremors and matched it to various magnetic variations, testing prototypes internally along the way.

“We’ve developed a joystick, which intentionally comes apart when it’s overloaded,” explains Dr Michael Behrens, Principal Delivery Manager at the UTS Rapido.

“When you push the joystick harder than you’re supposed to, it breaks away and then the chair comes to rest. When everything’s settled down, you can just clip it back on again.”

After hours of testing and countless prototypes, (not to mention many months of COVID-19 lockdowns), Michael was ready to deliver a 3D printed solution to Kyle in June.

The NI team and Kyle’s support staff were on hand to see Kyle’s reaction after Michael fitted the new joystick. Despite a few false starts, Kyle quickly worked out how to control the joystick, realising it intentionally would come apart, but is easily reattached. She was soon zipping around her home independently. It was special moment for everyone involved.

What the team thought

“I’ve known Kyle a long, long time and through ups and downs. I know this issue with the wheelchair constantly gets her frustrated and quite upset. To see something new that will give her the opportunity to go out and spend more time outside and do the things that she wants to do almost brought me to tears.” – Aaron Morgan.

“It was amazing. I’m super pleased that the solution worked for Kyle. Kyle seemed really excited, Aaron and the house team seemed excited, the NI team’s excited, Michael was excited!

“I think that we’ve got a solution that will mean Kyle can be more independent in the weeks, months, years ahead, which would be great. She can get back out in the community, get to the club, which is one of her favourite things and places to go, and live a great life.” – Samantha Frain.

“It’s always great when we see a solution come together, but in particular, this time I got a great sense of satisfaction because of the vast benefit that it can have for Kyle and her quality of life.” – Dr Michael Behrens.

This project was made possible thanks to a Social Impact Grant from the UTS Centre for Social Justice and Inclusion, an in-kind contribution from Northcott Innovation and donations from Northcott donors.

20 October 2022

Learning more than words

By teamSupporting Customers

Sapana and her son Aahan

Learning more than words

Participating in the More Than Words speech therapy program gave Sapana new strategies for communicating with her son, Aahan.

Sapana’s 7-year-old son Aahan was diagnosed with level 3 autism when he was almost 3 years old. Although he has a good level of understanding, Aahan doesn’t use speech to communicate. He has accessed one-on-one speech pathology services with Northcott for around 12 months using NDIS funding.

Sapana was keen to participate in More Than Words, a training program for parents of children with autism, as a way to gain new skills for Aahan.

“I thought it might help me to use new strategies with Aahan and improve how I communicate with him in daily life.”

The experience, she says, was nothing but positive.

“Before, I felt like I was walking on the road without direction. Now I know the direction towards our goals. The course helped me to have more patience and know how to deal with my kids in so many ways.”

What is More Than Words

More Than Words is an evidence-based speech pathology program developed by The Hanen Centre. It is delivered by Northcott speech pathologists who have received specialised training and certification from The Hanen Centre.

The training focuses on developing the skills of parents of children with autism or social communication difficulties, teaching them communication and interaction strategies that can be used in the home and everyday routines and activities with their child.

The program includes small group sessions and individual consultations. Via video recordings, participants are also observed interacting with their child.

Aahan

Positive outcomes for all

Sapana has noticed some big changes in Aahan, as a result of using strategies she learnt during the program.

“The most important thing I learnt was waiting and how to be patient. Because of that, I think Aahan is now able to go to the toilet. I waited and I didn’t force him. This is a very big thing. We are really proud of him,” she says.

“We are also interacting more with him. Nowadays Aahan doesn’t stay alone in his room; he comes to be with us and tries to play with his younger brother. When our relatives come to the home, he likes to be involved with them and play with them. He is more social now.”

Sapana also says she benefitted from hearing from the other parents.

“I liked being with the other parents. We learnt so many things from each other through the online classes. I found it very effective.”

Thank you to the Profield Foundation

Northcott was able to offer the More Than Words program to Sapana and other parents at no cost, thanks to funding from the Profield Foundation. This meant parents didn’t have to pay out-of-pocket for the training – or use a portion of their child’s NDIS therapy funding.

“Families with limited NDIS funding could participate without it impacting on access to other therapies, such as one-on-one occupational therapy or speech pathology sessions or other speech pathology goals such as communication device trials,” explains Sarah Ruming, a Hanen accredited Northcott Speech Pathologist and one of the facilitators.

“We find families are more willing to try an intensive program like More Than Words if it doesn’t impact their other therapy funding. For some, there is a perceived ‘risk’ in committing to a short program that takes a large portion of their funding, at the expense of other therapies, or that they are not sure will ‘work’ for them and their child.”

Families accessing Northcott Speech Pathology services were able to participate via a telepractice format, which allowed our Hanen-accredited therapists to reach more families.

Northcott is grateful to the Profield Foundation for their ongoing support. Their funding ensures more families are benefitting from vital therapy programs, such as More Than Words, which complement tailored one-on-one therapy.

20 October 2022

Building a future full of potential

By teamSupporting Customers

Building a future full of potential

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“I’m different now. I feel a little bit more confident.”

When Sean joined Northcott Taree’s School Leavers Employment Service (SLES) in January 2020, his mother was worried about him. Sean was becoming more defiant, spending hours isolated at home, and rarely socialising with his peers.

Northcott Support Worker, Chad remembers that Sean would object to almost every task he was asked to do, keep to himself in group activities and disagree with his peers.

Two and a half years later, with Northcott’s support, Sean is more confident and has developed skills and a work ethic that is preparing him for the workforce.

Sean

What Northcott did

After Sean started accessing Northcott’s Vocational Skills service, our support workers noticed activities like resume writing and job seeking skills weren’t resonating with him. Using a person-centred approach, the team adapted Sean’s program, providing one-on-one vocational skills support in his home and matching him with support workers, like Chad, who he could build rapport with.

“I started to make horse reins with Sean. He was able to earn money by selling them. That gave him a feeling of self-worth, but also value to the work we were doing with him. He realised we were trying to help him,” Chad explains.

“We started to do a lot more work in his home. We would mow the lawn, clean up the house and build that work ethic in Sean.”

Chad discovered Sean responded well to camaraderie, preferring the support workers to work alongside him rather than tell him what or how to do things.

Slowly Sean gained trust and confidence. He started to form healthy relationships with both his peers and Northcott staff. He began to play a more active role in activities, showing initiative and doing tasks without being prompted.

Sean’s work experience

After noticing Sean had an interest in repairing things, Chad approached a local Taree mechanic about work experience opportunities. Ben, owner of Protec Mechanical Repairs, was more than happy to give Sean a go. Since the end of 2021, Sean has been spending one day a week in his workshop.

“I clean different parts of cars, empty the bins and sweep. I enjoy learning about how to do new things,” Sean says.

“Ben and his team are busy but they are nice and helpful. My favourite thing is cleaning the parts.”

Ben says he has seen a lot of growth in Sean over his time in the workshop.

“When he first turned up, he was very shy and wouldn’t interact with most of our staff. Over the last couple of months, he’s grown heaps and is getting more confident. He knows all the tasks he needs to do and can do them without instruction.

“I think Sean can be proud of his self-confidence and the additional skills that he’s picked up.”

Sean’s growth

Chad is also proud of Sean’s transformation.

“Sean has gained so much confidence. He is much better at talking to people, and much more caring towards other people. You don’t have to prompt him on how to do things once he’s been taught.

“I feel that Sean is really ready to join the workforce now. He has brought a lot of self-satisfaction into my job.”

Sean also recognises changes in himself: “I’m different now. I feel a little bit more confident. I enjoy not being stuck at home all day. I’m proud to leave the house more often, even when it’s not a day I go to Northcott.”

20 October 2022

An amazing journey of progress

By teamSupporting Customers

An amazing journey of progress

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With consistent, multidisciplinary therapeutic support from Northcott, Gracie’s communication and motor skills have improved, giving her more independence than ever before.

Gracie is a happy 21-year-old who accesses Therapy services and participates in Everyday Life Skills at Northcott Seven Hills. She has Down Syndrome, intellectual disability and uses limited speech to communicate.

When Gracie came to Northcott, she wouldn’t do many things by herself. She tended to follow others and wait for things to be done for her. Her communication skills were limited and she needed assistance with self-care, including personal care, dressing and grooming. Her fine and gross motor skills were limited and she struggled to walk and balance safely.

Fast track to 2022. With a dedicated team of support workers and therapists working together to develop her skills and strength, Gracie is doing more and more things for herself.

“Gracie is such a great example of progress. She has shown us that her potential was so much higher than anyone would have dreamed for her,” say Kat, her Northcott Speech Pathologist.

Northcott Speech Pathologist, Kat and Gracie

Northcott’s support

Gracie has accessed occupational therapy and speech pathology services from Northcott for several years, working on her communication and how she expresses herself, self-care tasks and mobility skills. Her funding has also allowed her to see an allied health assistant who continues her therapy plan supervised by her therapists. Gracie’s support workers also continue therapy activities with her during the Everyday Life Skills service.

This consistent and frequent support is a key reason Gracie’s skills have developed so rapidly, say her therapy team. Additionally, Gracie has a real drive to improve and be rewarded.

“When she has success, that’s a driver for Gracie. The more she does, the better she gets, and the more she wants to do. A small taste of independence is enough to make her want to strive for more,” explains Donna, her Occupational Therapist.

During the COVID lockdown in 2021, Gracie continued to attend our Seven Hills centre-based Life Skills service, where she was able to access one-on-one support. With her support worker, Gracie practiced her therapy activities, re-enforcing her skills and making progress.

Gracie’s progress

Gracie’s skills in all areas have grown significantly. Her team is immensely proud of how far she has come.

“Gracie has achieved lot. The one-on-one support definitely made a difference. She has improved in her communication, in her personal care, her social skills, and in her learning. There are so many improvements that she can be proud of,” says Kristen, Northcott Support Worker.

“Initially, Gracie wasn’t able to do certain fine motor activities that required some dexterity such as twisting and turning knobs, nuts and bolts. Now we’ve reached a stage where she’s able to hold a writing tool really well and do fine motor activities such as zipping up and closing a resealable bag,” says Renee, a Northcott Allied Health Assistant.

Gracie’s communication has also flourished, explains Kat, who, as her speech pathologist, introduced a signing environment for Gracie and her support network.

“When I first started working with her, Gracie’s communication wasn’t particularly present. She wasn’t really intentional with her communication. The support workers had to do a lot of interpretation with her and they weren’t always sure what she meant.

“Now, after Key Word Sign has been taught to all the support workers around her and she has realised that not only do they understand what she is saying, she understands what they are saying, it has been a huge change,” Kat says.

Donna, Gracie’s Northcott Occupational Therapist, has led improvements in Gracie’s mobility, giving her the ability to now walk wherever she wants to go.

“Gracie’s trajectory has just been up and up. One of the goals Gracie’s mum has is to see Gracie living independently in supported accommodation. When I first saw that goal, I didn’t think it would be possible. Now, I can see that happening in a couple of years because Gracie is improving in all of her skills. I can see that it’s now an achievable goal,” says Donna.

Northcott Therapists work with customers in their homes, in the community, in schools and at Northcott offices and other services.

20 October 2022

Funding is helping Harper to thrive

By teamSupporting Customers

Harper

Funding is helping Harper to thrive

“Harper has been with the NDIS for several years now. Over this time, she has improved with leaps and bounds.”
– Georgia, Harper’s mother

When her parents were referred to Northcott’s NDIS early childhood team, Harper was behind in many key developmental milestones for a child her age.

She was unable to walk, sit, stand, eat or drink. She would also display severe emotional reactions, making it difficult for her family to take her to medical appointments, therapy sessions and out in the community. Her parents also struggled to find a daycare centre able to support her needs.

Nadine, one of Northcott’s early childhood coordinators in northern NSW, assessed Harper and determined she may be eligible for NDIS funded supports due to her developmental delay.

Working with her parents, Nadine developed two NDIS Plans for Harper, the first of which was approved in 2020. Nadine also linked Harper’s parents to a multidisciplinary team of therapists who have worked with Harper to develop her strength and mobility, as well as social and emotional skills. Nadine is currently supporting the family through a third plan for Harper.

Harper and her brother

Harper’s positive outcomes

“Harper has been with the NDIS for several years now. Over this time, she has improved with leaps and bounds,” says her mum Georgia.

“When Harper started with the NDIS she couldn’t sit up unassisted. She had no core strength. With our amazing team of occupational therapist, physiotherapist, speech therapist, behaviourist, assistant therapist, and Nadine, our early childhood coordinator, Harper is now up and running around with limited supports. This is something we did not think would happen in such a short time.”

Georgia says being able to have Harper’s therapists visit their home as well as her daycare centre has been so important in keeping everyone on the same page with her development. The family has seen many improvements in Harper, from her starting daycare to now being able to go out in the community and enjoy small social interactions.

“Harper loves daycare and is starting to make some good friends,” Georgia says.

“With the help of her behaviourist, we can now go to appointments without Harper feeling like someone is going to hurt her. Having the therapist help and teach me and my husband how to support Harper and what to do when she has an episode has helped so much with her emotional development,” Georgia says.

Accessing the right support

Nadine from Northcott is proud to have been able to assist Harper and her family get the support they need.

“Since the NDIS has afforded the family the chance to have therapy assistance and a multidisciplinary team, Harper has thrived. It is truly amazing how well she has developed,” says Nadine.

“Harper has a long road to go but with the help of the NDIS, I’m sure she will continue to develop and grow,” says Harper’s mum.

“Thanks, Nadine, for always helping and listening to everything that Harper needs.”

In 2021-22, Northcott’s NDIS early childhood team supported families with 3,352 first NDIS Plan approvals and 8,470 NDIS Plan reviews. Our contract as a Partner in the Community has been extended for 2 more years.

19 October 2022