For Tish, motivation comes from creating meaningful connections and ensuring that every interaction, whether celebrating successes or supporting challenges - is grounded in empathy and care.
“I see people’s triumphs and get to see people develop and achieve new and different things, but I am also there to see when people are struggling, experiencing challenges (personal or work).”
How do you see your role at CPSN, & what impact do you strive to have?
Every day in P&C is different, but it always involves serving and Supporting people; checking in, problem-solving, and helping them stay connected. My role is to ensure everyone at CPSN feels engaged, motivated, and supported in their work. My focus is on fostering an environment where people thrive - whether by guiding staff, helping families find the right support, or strengthening team connections.
“I work hard to give a great service to everyone I engage with.” Our goal is simple: [creating] the best outcomes for Clients, Staff, and the Organisation and we strive to create a workplace where everyone feels they belong.
Tell us about your background and what brought you to CPSN?
I joined CPSN in May 2020, right in the middle of peak COVID - moving from Adelaide to Melbourne, [is something] which I wouldn’t recommend! Before CPSN, I worked for a Disability service in South Australia called Community Living Options (CLO). CLO specialises in the delivery of high and complex psychosocial and forensic Disability services. I was the Assistant Manager Human Resources and led a team of sixteen staff across HR & Rostering.
I am also on the Board of the South Australian Council on Intellectual Disability (SACID) and have served on the Board since 2018. I am now the Chair of SACID.
I found CPSN when I was looking for a change and to move to Melbourne. I was particularly drawn to CPSN because of CPSN’s history and connection with families.
Helping to empower people forward to positive outcomes, Tish Custance-Thurston, General Manager, CPSN’s Shared Services.
“Working with an organisation that is trusted and created from a place of genuine need is important to me, and as CPSN was started by families, that really resonated with me."
It was a little coincidental, but CLO was also founded by families who felt there weren’t enough opportunities for their children to live in the community, so at the time it felt like a nice connection between the two organisations and their values.
What achievements are you most proud of since joining the CPSN team?
I’m incredibly proud of how much we’ve modernised our people systems and processes. Like many in the sector, we relied on manual, paper-based systems, which have now evolved into digital people centred solutions such as an intranet automated time and attendance system, regular Staff engagement surveys, online training, and in-person connection days.
These changes have transformed how we work, making organisational processes more efficient, and improving overall communication. I love hearing employee feedback and seeing their insights drive continuous improvement.
Giving extra Support and guidance to Support Workers was a key priority to my role as well. Many didn’t know who or what to turn to for help.
“It’s incredible to think how far we have come and it’s exciting to think about what else we can do to improve our employee’s experience.”
What Motivates you in the work you do?
People. Creating positive experiences for everyone involved, whether it’s our clients, staff, or stakeholders: by ensuring they feel heard, valued, and Supported. CPSN is an inclusive, genuine and fun Employer, and it is a great place to work.
In my role, I see both triumphs and challenges. I witness people grow and achieve incredible things, but I also see the struggles, personal and professional. Often, I’m the go-to person when the organisation is navigating change. Keeping a human focus in all situations keeps me grounded and motivated, even through tough times.
What makes CPSN different with their approach to supporting both Clients & Staff?
“We stand out because we genuinely involve people in everything we do. This sometimes means taking longer to complete tasks or projects or finding those creative “work-around” solutions, but it ensures that everyone feels seen and heard.”
The Disability sector, unfortunately, is prone to staff burnout. Budget constraints often lead to overworked teams, and because our sector is full of wonderful, compassionate people, who go above and beyond for our clients, this can often be to their own detriment. Despite these challenges, we prioritise and value our staff differently.
“We are all human, and from the top-down, we recognise and celebrate this.”
%20(3).avif)
From your experiences at CPSN, what are your top three tips you can share with everyone about your role?
- Remember that people are usually doing their best.
- An uncomfortable conversation is more respectful (and better in the long run) than avoiding a situation.
- Everyone’s problem is important to them—treat every enquiry with respect and communicate clearly.
What do you enjoy doing away from work? What are your hobbies and interests?
I Iove staying active. I’m involved in a “Run Club” in Adelaide, called RunAsOne. The premise is that it’s inclusive for anyone who wants to run, regardless of speed or aspiration. There are about 200+ people each session (Tues & Fri) ranging from elite and state level runners to people who mostly walk, but are happy to be out and about. They are tailored sessions are tailored so anyone can do it. They have a smaller semi-remote group in Melbourne who often meet at Princes Park.
Sid and Nancy are my two Italian Greyhounds. Nancy is all of 5kg and Sid is 6kg (both fully grown at 5 & 6 years old as well). They have the lazy temperament of “real” greyhounds, but in tiny form. They are the ultimate lap dog / hot water bottle and if you don’t want to get up early for a walk in winter, neither do they (in fact, they will probably refuse to go regardless of the lovely coats, jackets & PJs they have on!! Their wardrobes are very impressive, they used to model / be brand ambassadors for specialist sighthound dog wear, Hund Apparel while we were living in Melbourne).
I spent most of 2024 on parental leave, and time away from work is incredibly precious with a young family.
At CPSN, people are not just a part of our work—they are our work. With dedicated, caring leaders like Tish driving a culture of care and Connection, this is why CPSN continues to stand out above others in the disability sector. We’re here to help. Get in touch with us: cpsn@cpsn.org.au.
