Nov 213 min read

Annual Report 2023 - 2024: Transformation and Organisational Efficiency

Download the full CPSN 2023 - 2024 Annual Report here

Our decisions will be informed by the best available information and a philosophy of continuous improvement.

Reimagine our Image

In early 2024 we undertook a comprehensive organisational review of our structure as it was not meeting our needs, we need to better adapt to environmental and client needs, better serve our members and clients and ensure financial sustainability. As a result, there were a number of redundancies and re-deployments and we reduced our executive level of management, created a flatter structure which allows people who need to work together and are responsible for actions being completed regularly meeting and being held more accountable to each other. We also outsourced oversight of our Marketing and Communications to Harvey who have become an important close business partner.

Marketing Review

In late 2023 we conducted a review of our marketing and communication activities which involved listening and consulting with our key stakeholders who told us that many were not aware of all that CPSN provided services, and that our key messaging was confusing and hard to navigate and find what people needed.

As a result we simplified and reduced our focus and messaging and developed a position statement that best describes who we are.

CPSN is a boutique NDIS service provider for people with complex needs with Cerebral Palsy and like disabilities. Our curated individualised support plans offer genuine choice and control (across NDIS funded and additional free support services) with a promise of world class client service that’ll never let you down so that clients get the most of their NDIS plan 100% tailored to their needs.

We make this possible by our history and deep understanding of the sector with over 25% of staff with CP,values based support worker recruitment and training standards, a focus on quality service delivery over quantity (less than 100 clients) and the fact that we are a non-profit giving back to further empowering the cerebral palsy community not shareholders.

NDIS Quality and Safeguards re certification

After a lot of hard work by many staff we achieved our NDIS Recertification after two separate audits looking at a raft of documented evidence and interviews with clients and staff. The audit report highlights the complexity and breadth of the work we do and the tremendous achievements we’ve made over the past 12 months with significant improvements across all areas of the organisation. The audit team commented on our ability to navigate the evolving and often challenging NDIS environment while consistently delivering high-quality services.

This success of this audit is not just a reflection of our team’s dedication, but also a testament to the commitment of our clients, who continue to work closely with us in adapting to the ever-changing NDIS landscape, which is not easy. Their partnership and trust have been essential in helping us deliver impactful, person-centered support.

We will continue to strive for improvement and look forward to building on this success, further strengthening the collaboration with our clients and other stakeholders as we move forward.

A few quotes from our auditors:

"Your clients and staff are just so happy with you and feel supported"

"Your systems and processes are in proportion to the service you offer"

"Clients feel engaged and have complete confidence in their SWs"

"CPSN is amazing”