MAMBOURIN ENTERPRISES LTD
NDIS and Participant This year marked a turning point for Mambourin’s NDIS and Participant Pathways team as we refreshed our approach to first impressions, ensuring every contact was purposeful and person- centred. From the first enquiry to the first visit, the team supported participants and families with guided tours, clear communication and warm handovers that built trust from day one.
participants, ensuring respectful, culturally grounded intake practice into the future. We also invested in our people. Training in high complexity referrals and NDIA procedural updates helped the team confidently navigate Mambourin’s newly established position as a provider of high- quality complex supports. Investing in staff development has led to stronger collaboration with support coordinators and planners, a strong partnership from enquiry to service. The launch
of a dedicated intake phone line and date tracking process, although small changes, aimed to remove all barriers to engagement. This year, the Intake and NDIS team responded to 290 new participant enquiries and supported a 16.7% conversion rate from enquiry to service, reflecting steady intake outcomes and consistent engagement across the year. The team continues its commitment to clarity, cultural respect and community connection.
The team also feel more integrated into the whole Mambourin experience with involvement in programming strategies, where we can better communicate our approach. We repositioned Intake as more than just a process, becoming sector connectors and advocates through more than 40 schools and local expos. A key milestone was our response to an influx of referrals from a transitioning local provider, where we developed responsive onboarding and customised navigation strategies to support new participants and their families. Engagement remained at the heart of our work. We introduced active listening into every intake conversation, with a strong focus on inclusive language, transparency and dignity. A highlight was our team’s participation in a First Nations cultural awareness workshop, which has shaped how we support Aboriginal and Torres Strait Islander
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