Access for deaf people: perceptions of the NDIS client experience

In Australia, the National Disability Insurance Scheme (NDIS) seeks to ensure that people with a disability can access the supports they need to live well and flourish. In its most recent report, the NDIS acknowledged that it needs to improve the client experience; particularly for those clients who are members of culturally, and linguistically diverse groups (NDIA, 2018b). There is limited knowledge available regarding the NDIS client experience of signing deaf people—people who use Australian Sign Language as their primary language. This research explores signing deaf people’s experiences when accessing the NDIS to obtain a service package. Taking an ontological view, an Interpretative Phenomenological Analysis (IPA) approach was adopted where membersof the Sydney signing deaf community participated in a focus group and discussed their experiences in accessing the NDIS for a service package. The focus group’s discussions were interpreted from Auslan, and then transcribed into English, which was subjected to qualitative analysis using NVivo. While all participants indicated that the provision of information by NDIS of independent access, through Auslan was adequate—though lacking depth of detail; all also noted that the NDIS’s staff awareness and knowledge of signing deaf people’s life experience was an obvious area for development. This study can contribute to improving the quality of the service of the NDIS by identifying factors that can enhance the NDIS client experience for signing deaf clients.