Company: Pathways Support Services, Sheldon, QLD, Australia
Company Description: Pathways Support Services is an NDIS-approved service providing Supported Independent Living to increase our clients’ independence and help them achieve their goals.
Nomination Category: Company / Organization Categories
Nomination Sub Category: Company of the Year - Business or Professional Services - Small
 Nomination Title: Pathways Support Services
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the achievements of the nominated organization since 1 January 2022, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 197 words used.
Allison Rahman began her career in the legal industry, transitioning to the disability industry after her stepfather's unethical business dealings. Navigating liquidation of a business, taxing new responsibilities and the vulnerability of not being in control of her pathway - Allison reached breaking point, attempting suicide.
"It's interesting how surviving suicide emphasises your most important values." - Allison.
Abundantly business-savvy, Allison created a highly ethical, transparent client-focussed service that advocates for those with vulnerabilities, registering Pathways Support Services with the NDIS in 2019.
Through the mess and stress of this experience, she took it from a struggling business into a multimillion-dollar enterprise led by an all-female executive team.
Amanda - Head Coordinator, Lauren - Accounts Manager, and Allison - Director, are on a mission to champion principles of fairness, and inclusivity within the industry.
All staff undergo detailed clearances by the NDIS Quality and Safeguards Framework to guarantee client safety and quality of care.
Across five SIL houses, they ensure support/care is consistent and familiar, with a dedicated team of support staff, and qualified nurses.
They've grown YoY for five years - an impressive achievement, testament to their personalised approach and focus on building sustainable communities.
- If you are providing written answers for your submission, you must provide an answer to this second question: Outline the organization's achievements since the beginning of 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Turnover substantially increased by 50% from $1,429,954 in 2021 to $2,148,779 in 2023. Despite encountering setbacks in 2022, our resilient approach enabled us to retain a net profit of $229,333 in 2023.
Beyond financial success, client achievements are the true measure of success:
From Jacinta's remarkable journey of transitioning from non-verbal to confident communicator to Billy's newfound independence and Gillian's liberation from chemical restraint, each narrative exemplifies our commitment to empowering individuals, enhancing their quality of life, and promoting inclusion and dignity for all.
We have exceptional Staff Retention in an industry that churns people. Team retention of 84% in 2022 and 85% in 2023 is indicative of a workplace culture that fosters satisfaction, engagement, and loyalty among our team.
We've developed client-specific training programs in-line with NDIS policies and practices, partnering with a registered nurse to develop comprehensive medication training, now available industry-wide.
Our updated leverage cutting-edge technology to streamline processes, improve data accuracy, create KPI tracking tools to ensure compliance with staff and client requirements, and enhance collaboration among team members.
Community Recognition:
- Volunteer coordinator of Redland Disability Support Network, supporting 300+ industry professionals annually.
- Co-authored Amazon bestseller, "Women Leading The Way". Winning GOLD - Literary Titan Book Awards 2023.
- Finalist out of 250 entries, 'Health and Disability' in Heart of Women's Awards 2023 and finalist for Best NDIS provider, Australian Small Business Champions 2024.
- Partnering to create comprehensive registration and consultancy support to NDIS and HSQF organisations, to navigate complex regulatory frameworks.
- If you are providing written answers for your submission, you must provide an answer to this third question: Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 247 words used.
Unique to the industry, we prioritise clients' best interests, over the business' bottom line.
Clients are matched with support workers and housemates (where applicable) that complement their personalities and interests to foster genuine connections, that best support their goals:
- Jacinta was matched with an Indigenous support worker who understands the culture. The consistent partnership played a pivotal role in supporting her life-changing transition.
- Gillian's liberation from chemical restraint exemplifies our commitment to empowering individuals, enhancing their quality of life, and promoting inclusion and dignity for all.
If we can't match a prospective client with a support worker who can positively influence their development, we refer them to other industry professionals. Or recruit based on their needs. Allison's involvement in Redland Disability Network has generated a strong referral network.
After restructuring Pathways in 2019, staying true to our strong values, ethical practices, and transparent mission is supported by our partnership with MGLA.
Pathways Support Services innovative Supported Independent Living is a proven approach to excelling client development, standing out from other providers. We have sustained five years of growth through referrals and word-of-mouth.
Tailored care means supporting client's personal needs, emotional well-being, and business operations, particularly in cases where clients are struggling financially. For example our support for Emma to complete her childcare qualifications, and start her business positively impacts the economy and provides her with an independent income.
This is an inspiring example of the tangible outcomes that can be achieved through dedication, perseverance, and unwavering support.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 172 words used.
The attached support document outlines the key achievements including:
- Authentic Leadership: Led by Allison, who brings decades of experience in law, small business, and the NDIS.
- Innovative Solutions: We don't settle for the status quo. We seek new and innovative ways to support our clients, leveraging technology and creative thinking to improve outcomes, especially for our clients who aren't tech savvy. Case studies are included in the support docuemnt.
- Advocacy and Action: We actively advocate for change. From participating in initiatives to redesigning the NDIS registration system, respond to Royal Commission findings and invite other providers to the Redland Disability Network.
- Community Engagement: We give back to the communities through volunteering, partnerships, and advocacy work.
- Sustainable Growth: Our long-term sustainability plans ensure we adapt to changes in the NDIS landscape and do not become so big that we forget why we are in business - to SERVE.
- Compliance and Auditing: With Allison's background in compliance/auditing, we are positioned to always operate ethically and responsibly, and adapt quickly to any changes to NDIS.
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