A new “culturally respectful” phone line has been established for disabled aboriginal people who are seeking support through the National Disability Insurance Scheme.
The First Nations Connect service will operate via the NDIS National Contact Centre, and will offer aboriginal and Torres Strait Islanders a more “tailored experience”, the National Disability Insurance Agency (NDIA) said.
The agency said the hotline was created after consultation with indigenous communities, who said “they would like to talk to call centre staff who understand identity and community life, respect cultural values, and explain the NDIS clearly”.
Staff working on the phone line have undergone specialised training, and “some identify with being aboriginal and/or Torres Strait Islander”, the NDIA said.
NDIS Minister Senator Jenny McAllister said the service was designed to improve outcomes for aboriginal participants in the scheme, which is costs taxpayers almost $60 billion a year and is plagued by fraud.
“We are listening to First Nations (sic) participants and communities, to ensure they get the help they need,” Ms McAllister said.
“First Nations Connect is an ongoing commitment to improve service delivery for First Nations (sic) people when they call the NDIS. It’s about building trust, connection and better outcomes for First Nations (sic) people with disability.”
The NDIA said the new service formed part of its broader commitment to supporting national priorities, including Closing the Gap and the recommendations of the Disability Royal Commission.
NDIA Board Member Dr Richard Fejo, who is from the Larrakia and Warramungu tribes, said tailored services were necessary to improve equity for disabled indigenous people.
“First Nations Connect is a big step forward towards advancing equity for First Nations (sic) people with disabilities,” Mr Fejo.
“Having access to services tailored to First Nations (sic) people is essential, ensuring these services are relevant and respectable is a must.
“Working for mob with mob has always been the solution but we can all work together to build a better tomorrow.”
The launch of First Nations Connect comes amid wider reforms to the NDIS, with the Labor Government seeking to slash spending whilst strengthening oversight of providers and plan management to address rampant fraud.
Health Minister Mark Butler said the reforms were needed to protect the scheme from rising costs and alleged misuse, describing the NDIS as having become a “soft target for shonks and rorters” and organised crime.
