Misadventures In NDIS Therapy Delivery

When we first ventured into therapy services, we had high hopes. We started with a small group of  therapists, each equipped with low KPIs, plenty of resources, and heaps of support. We provided them with phones, laptops, and even extra time off. The idea was simple: give therapists the tools and flexibility they need, and they’ll collaborate seamlessly with our support workers to deliver holistic care.

It didn’t quite turn out that way.

The Reality Check

What we learned quickly was that therapists, despite all the resources and freedom, can sometimes lean towards entitlement. More concerning was the noticeable gap in willingness, or perhaps ability to work as peers with  support workers.

We envisioned a dynamic, collaborative model where therapists and support workers would complement each other’s roles. Therapy sessions would inform support work, and vice versa, creating a true community feel. But that didn’t happen. Not because of any shortfall from our support workers, who were ready and willing, but because the system doesn’t incentivise collaboration.

Billing Drives Behaviour

The truth is, it’s easier for therapists to stick to what’s easy and billable—direct therapy sessions and sole tradership.  Collaborative work, which often falls outside the scope of straightforward billing, became the casualty. Rather than integrating with support workers, therapists gravitated toward solo sessions where they could rack up billable hours without the added effort of coordination.

Now, this is not the fault of any particular therapist, it is just too easy and too lucrative not to set up your own shop and deliver weekly/fortnightly therapy sessions until the end of time. 

This wasn’t the vision we had for Humdrum. We didn’t want to perpetuate a model where therapy felt siloed and disconnected from the day-to-day lives of participants.

Levelling the Playing Field

So, we made a bold decision: support workers and therapists would operate as equals. Same employment model, same benefits, same costing structure (although different hourly rates). Everyone would play by the same rules, and the days of therapists having special perks were over.

By doing this, we hope to dismantle the hierarchical mindset that often sees therapy as the “main event” and support work as a lesser function. In reality, support work is the main character in the NDIS story, and therapy should be the supporting role.

Support workers are there day in and day out, helping participants achieve their goals in real-world settings. Therapy, while important, is just one piece of the puzzle. It should complement and enhance the work that support workers do, not overshadow it.

Looking for a New Breed of Therapist

We’re under no illusion that this model will attract every therapist out there. We can’t compete with the financial draw of sole traders who pockets 90% of the hourly rate and  work half the amount of hours. But we’re not trying to.

Instead, we’re looking for therapists who’ve walked in the shoes of a support worker. People who understand the invaluable role support workers play and who are willing to collaborate as equals. Therapists who get that it’s not about clocking billable hours but about making a real difference in participants’ lives through teamwork and mutual respect. Therapists who have other jobs and works with us part time to fill a bucket of community, not of money. 

Luckily for us, we have a handful of these therapists onboard already. And holy duly are they lovely to work with! 

Building a Better System

Therapy, as it stands in many parts of the industry, can feel like a costly mess—an endless cycle of sessions with little integration into the participant’s broader life. But it doesn’t have to be that way. By aligning therapists and support workers under the same model, we’re hoping to create a system where collaboration is the norm, not the exception.

So, here’s to rethinking the status quo. To putting support work where it belongs: front and centre. And to find therapists who are ready to play a meaningful, collaborative role in a bigger picture.