The Project
Community Focus, an innovative not-for-profit National Disability Insurance Scheme (NDIS) provider on the Sunshine Coast, partnered with CROFTI to address its operational hurdles and improve its service delivery. This case study shows how a bespoke tech solution lifted the organisation’s efficiency and service outcomes, and set it up for long-term sustainability.
Community Focus is unique among NDIS providers: it employs lived experience workers to provide invaluable support within the community, helping others live fulfilling lives. This approach came with a challenge, though — many of the workforce weren’t confident with technology, and the software the organisation relied on was designed for medical practitioners. It lacked the essential features their fieldwork actually required.
The Problem
Community Focus grappled with mobile note entry, shift work time entries, and dynamic work hour management. The software in use wasn’t user-friendly for staff who were less confident with technology, which impacted efficiency and the quality of community engagement. Staff needed more time for high-quality interactions with NDIS participants — not wrestling with technology.
The Solution
CROFTI took a bespoke approach. After a comprehensive review of Community Focus’s existing processes and desired outcomes, the team identified that a custom-built solution was necessary. CROFTI developed several applications on the Microsoft Power Platform, giving Community Focus full control and customisation matched to its specific needs. See screenshot samples here.
Implementation
The project ran over nine months: the first three months reviewing processes and testing existing products, followed by six months of custom application development. Pilot staff tested the applications in real time throughout implementation, and their feedback shaped the final solution for efficiency and effectiveness.
Results
The bespoke tech solutions exceeded Community Focus’s expectations. They significantly simplified staff roster management, note-taking, payroll and billing processes, and mandatory government reporting. That reporting improvement led to Community Focus passing its official audits on the first review — a first for the organisation. Staff efficiency lifted immediately, freeing up more time for quality engagement with NDIS participants.
Conclusion and Recommendations
This case study shows what bespoke tech solutions can do for not-for-profit organisations and NDIS providers. By addressing unique challenges with user-friendly tools, organisations like Community Focus can improve their efficiency, their service quality, and — most importantly — their community impact.