National Disability Insurance Scheme News

The EFA Enquirer: 3 May 2021

Helping providers to help participants

In this edition:

  • Introducing Rachael Gratton, EFA Client Engagement Administration Manager
  • NDIS Key Compliance & Enforcement Priorities
  • Participate in the Survey on Assistance Animals


Rachael is EFA’s Heartbeat and Backbone 

Her commitment to the people EFA supports is legendary

The first point of call when you contact Engels Floyd & Associates quite often is Rachael Gratton, our Client Engagement Administration Manager. It’s true that Rach has her fingers on the pulse of all the logistical aspects of EFA. When an organisation is based across three states and various locations that is not an easy task in itself. Rach is adept at bringing several branches of EFA into a tapestry of connectedness, efficiency, and flow. 

Rachael and I chatted about her life in EFA. Her passion and drive for her work is so refreshing and gave me much deeper insight into the woman behind her work role. In fact, Rachael epitomises a quote of Rumi’s; “Do what you love and do it with love.”

What do you love about your work?

Rachael: I’m going to keep it simple!

Working with a great team of people. We all are here to make a difference and to do the very best we can, to get the job done. 

Jen and Sharon have been around a long time. They know their stuff! Almost every day they teach me something new. 

What I truly love about working with EFA – One day is never the same as the other. Every day is different. It pushes me to learn new things and I am constantly evolving and growing. 

(I don’t know about you but I actually find this incredibly motivating. I have no doubt we all dream of a work environment and team that is as inspiring and satisfying.) 

What are the highlights of your life to date?

Rachael: When I’m connecting with my passion and being creative. 

Finding things I’m truly passionate about that I can’t wait to wake up and get back into. 

Something people may not know about me; years ago I discovered my inner confidence as a fitness instructor and I also trained in the Army when I was 18. My latest highlight:- Teaching myself to play the guitar.  

(A lot of skills indeed! That’s why Rach excels in so many areas!)

What three words would you use to describe yourself?

Rachael: Conscientious, Loyal, and Introspective. 

(We can all attest to that!)

What is the best piece of advice you have received?

Rachael: Just be the best version of myself!

Don’t try to be like anyone else and don’t compare. 

(Ah! If we were all as wise, the world would be sweeter.)

What is the most courageous thing you have done?

Rachael: Allowing myself to be vulnerable. Putting myself in a position that required regular public speaking, in group fitness training. This takes bravery and courage as everyone’s eyes and ears were honed on me. 

(And as Brene Brown states in her very famous TED talk, ‘Vulnerability is the strongest emotion’. How many of us choose vulnerability when given the chance? It’s hard!) 

What accomplishment are you most proud of?

Rachael: The pleasure of working everyday with a small yet high achieving team. Not everyone loves their job and looks forward to going to work every day. I do!

I’m happy within my skin and the progress I have made from an extremely shy person to teaching group fitness classes. 

(All this from someone who says she wouldn’t say ‘Boo!’ to a soul. 

This is exactly the type of person I want to work alongside.) 


What could you not live without? 

Rachael: Coffee! Coffee is a necessity! 

I can’t function ‘Coffeeless’. 

Everything else – I could live without!

(LOL – I understand that!)

If you could sit over dinner with anyone who would it be and why?

Rachael:  Oprah. She’s so wise!

I love listening to her podcasts. I like how her podcasts are designed to light you up, guide you through life’s big questions and help bring you one step closer to your best self.

What song do you HAVE to sing along with when you hear it?

Rachael: My partner would say; “Everything!”

My singing voice is terrible but I can’t help myself. Sometimes even in public. If I don’t remember the lyrics I make up my own. 

It’s just so cathartic. 


What is Rachael’s actual role with Engels Floyd & Associates

Often Rachael will be the first person you will speak with at EFA and her warm welcoming nature and down to earth approach will inspire confidence. Rach has an extensive background in stakeholder engagement and administration with national accreditation bodies including the Australian Pharmacy Council and Joint Accreditation System of Australia and New Zealand. 

To build rapport, put her best foot forward, and go above and beyond expectations is her aim. When you deal with Rachael, you know that you will receive the highest levels of professionalism possible.

The EFA Enquirer: 3 May 2021 1


NDIS Commission’s Key Compliance & Enforcement Priorities

Working in the NDIS space that we all do is a constantly evolving dynamic. The ‘NDIS Commission Compliance and Enforcement priorities 2020–21’ lists the key quality and safeguarding issues the NDIS Commission will focus on in their compliance and enforcement activities during 2020 to 2021.

What this also means in reality, is that the Commission is visiting some providers unannounced and you may receive such a visit in the future. Compliance checks are actually a completely separate process to external auditing. From these checks a number of compliance notices have been issued to some providers.  

One of EFA specialities involves helping providers in those technical areas, particularly around conducting independent reviews, and training. The training has included restrictive practices and behaviour support, internal audits, and quality management. 

Get the Fact Sheet here which identifies the top six priorities for the NDIS Commission this year. If you require assistance with those areas to see if your organisation has everything it requires to adequately comply with those priorities we can support you. That’s what we do remarkably well!

Participate in the Survey on Assistance Animals

The Commonwealth, State and Territory Governments are seeking the views on, and feedback from organisations and individuals involved with assistance animals. They aim to improve certainty for people with disabilities who use 

assistance animals through the development of a combined, nationally consistent approach to the regulation and accreditation of assistance animals. 

The Department of Social Services (DSS) asks for feedback from:

  • Assistance animal training organisations
  • Assistance animal trainers
  • Disability peak bodies
  • Service providers
  • People living with disability
  • Carers, family members or friends of pole with disability
  • Advocates for people with disability
  • People who work for a disability organisation
  • Any other interested parties

An online survey can be found on the DSS website but please be quick. This survey closes at midnight on 7th May.

If you have feedback on our newsletter, would like to see information on a particular topic in an upcoming newsletter, or want to find out more about the seriously good work we do to support you – Please contact us here.

While all care has been taken in the preparation of this material, no responsibility is accepted by Engels Floyd & Associates for any errors, omissions or inaccuracies. The material provided in this resource has been prepared to provide general information only. It is not intended to be relied upon or be a substitute for legal or other appropriate professional advice. Engels Floyd & Associates accept no responsibility for any known or unknown consequences that may result from reliance on any information provided in this newsletter, or any external websites referred to.