At Northcott, we are committed to improving our services and supports through hearing the voices and lived experiences of customers and their families and carers.

This financial year, a Customer Voice Framework was developed to strengthen how we listen to and act on the voices of customers. The Framework outlines clear pathways and activities for meaningful engagement at both local and organisational levels.

Through our Local Customer Voice Committees, we engage directly with customers about projects, services and matters that directly impact them. These committees give customers opportunities to provide feedback, raise concerns and contribute ideas to improve our services.

They are also a great opportunity for customers to build their confidence and learn new skills to grow their independence and advocate for themselves.

Customer Survey

Every year we survey our customers to better understand what matters most to them. We use their feedback to make improvements so we can deliver the highest quality services and supports to meet their needs.

Our latest survey was available in multiple accessible formats and languages to ensure all customers had the opportunity to participate and share their feedback. This resulted in 16% more customers being able to complete it independently.

More than 600 customers, family members and carers answered the survey, which asked for feedback on our services, relationships with staff and experiences in the community.

The Love Rights project

Our Sexuality and Relationships Education team completed the Love Rights project. This project focused on reducing sexual violence against people with disability. As part of the project, Northcott collaborated with and listened to people with disability to develop training and educational materials tailored to their needs.

The project delivered practical, early intervention tools for Northcott staff, people with disability and the broader community. This included face-to-face training and an induction e-learning module for Northcott, as well as publicly available educational resources and two short films. The resources aim to empower people with disability in decision-making and raise awareness about sexual violence against people with disability.

Resources created in the Love Rights project, including the short films, are available from Northcott’s website.

Northcott is committed to continuing to work with the sector to reduce sexual violence against people with disability.

This project was funded by NSW Government.

Intellectual Disability Health My Way

This national collaborative project is led by the Department of Developmental Disability Neuropsychiatry (3DN) at the University of New South Wales. It brings together leading disability service providers, health organisations, academic institutions and peak bodies to tackle long-standing health inequities faced by people with intellectual disability.

Funded by the National Health and Medical Research Council (NHMRC), the project is supported by $5.6 million in combined cash and in-kind contributions.

Feel the Vibe Expo

Feel the Vibe is a key advocacy initiative for Northcott. It provides a safe platform for people with disability to speak up about their right to intimacy and relationships.

A one-day conference style event, it plays an important role in challenging stigma and breaking down barriers to sexual fulfilment for people with disability.

Mardi Gras

The 2025 Mardi Gras parade was an opportunity to remind the public of Northcott’s commitment to inclusivity and celebrating diversity, while also amplifying our message of equality for all. Our staff supported customers to enjoy all the fun of marching in the parade.

Northcott strives to foster a workplace culture that is supportive and inclusive.

Our actions are guided by our Diversity, Equity and Inclusion (DEI) Strategy and our Stretch Reconciliation Action Plan.

Northcott’s DEI Specialist drives initiatives to make Northcott more accessible and inclusive. We also work with the Australian Network on Disability to advance initiatives and evolve our disability access and inclusion maturity.

This financial year, a new DEI Strategy was developed and approved, and a DEI Working Group and Steering Committee were established.

Our next Stretch RAP also received conditional approval from Reconciliation Australia.

Employee Networks

To support staff from diverse communities to feel welcomed and supported at work, we facilitate four employee networks. These groups enable like-minded people and their allies to come together to share experiences, form friendships and be involved in initiatives to improve equity at Northcott.

Wellbeing for staff

Our Wellbeing Program continues to support staff who are dealing with mental health issues or who may be involved in confronting, stressful or upsetting incidences.

Mental Health First Aid Champions make wellbeing calls to staff facing difficult situations. These compassionate staff members have all participated in Mental Health First Aid training. Additionally, they have completed a two-day training session with Northcott Wellbeing Leads and Safeguarding Leaders.

Inclusion Fest 2025

In June, a record number of staff participated in our week-long Inclusion Fest.

Staff came together in person and online to learn about diversity and inclusion. Events were also a chance to reflect on how we can all contribute to a more inclusive workplace and community. In each event participants heard directly from people with different lived experiences of diversity.

We thank the following guests and staff members for their contributions.

Uncle Raymond, who shared powerful First Nations storytelling and reflections on truth-telling, cultural strength and ongoing connection to Country.

Northcott Sexuality and Relationships Education (SRE) counsellor Pat Hukins, who ran a webinar on LGBTQIA+ pride in the workplace. Pat challenged staff to explore ways (other than flying the rainbow flag and using hashtags) to contribute to safe, more affirming spaces for LGBTQIA+ colleagues and customers.

The Northcott Logan office team, who helped to run our Cultural Fusion Virtual Gameshow, which celebrated the rich cultural diversity of Northcott. Participants enjoyed learning fun facts about the many and varied cultures at Northcott.

Comedian and disability advocate, Rose Callaghan, who presented a hilarious and thought-provoking webinar session on ADHD in the workplace.