March and April have been a period of strong operational progress at Link Community and Transport, with a continued focus on quality, compliance, and enhancing the overall client experience.
A key milestone during this period was the completion of our NDIS audit. This was a true team effort, and I would like to sincerely acknowledge and thank our staff for their collective commitment and preparation in supporting the audit process. The level of collaboration across teams reflects the strength of our organisational culture and our shared focus on delivering safe and compliant services.
We have also continued to strengthen our practice in complaints and feedback management, as well as incident management. Targeted training has been delivered to staff to build capability, improve consistency in reporting, and ensure a clear understanding of escalation and response processes. These improvements support a more structured and transparent approach to quality and risk management.
A key focus during this period has also been workforce capability and safety. Manual handling and infection control training has been rolled out to office-based staff, with plans underway to extend this to all field staff. This forms part of our ongoing commitment to workforce development, ensuring staff are equipped with the knowledge and skills required to deliver safe and high-quality services.
A number of staff training sessions on the Strengthened Aged Care Standards, Dignity of Risk, Supported Decision Making and Serious Incident Response Scheme reporting obligations were run by consultant Kathy Kirby. Kathy is a Clinical Consultant and Registered Nurse and the training received great feedback from participants.
Cross-training across operational functions has been another important initiative. Strengthening capability across intake, scheduling, and customer service has enabled greater flexibility within the team and improved responsiveness to client needs. This coordinated approach has contributed to a more consistent and enhanced client experience.
Our student program continues to add significant value to the organisation. Students have contributed across intake and assessment, care plan reviews, and operational support, including logistics and the coordination of outings. Their contribution supports service delivery while also reflecting LINK’s commitment to developing future professionals in the sector.
In parallel, we have maintained strong momentum in intake and assessment, improving access for new clients and supporting timely service delivery. This has been enabled through system improvements, workforce collaboration, and a continued focus on person-centred practice.
