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Under the National Disability Insurance Scheme (NDIS), participants can access supports that foster independence, social inclusion, and improved quality of life (NDIS Act 2013). However, some individuals become disengaged from their plans—resulting in underutilised funding, fragmented support, and stalled progress toward personal goals. Re-engaging these participants is crucial not only for optimising their funded supports, but also for promoting well-being and capacity-building (AIHW 2022). This article explores the factors underlying disengagement and outlines evidence-based strategies to encourage meaningful re-engagement.

Keywords: NDIS engagement, Disengaged participants, Person-centred approach, Capacity-building supports, Psychosocial disabilities, Support coordination, Trust-building strategies, Motivational interviewing, Evidence-based interventions, Telehealth and accessibility

Disengagement occurs when participants are no longer actively utilising NDIS supports, attending scheduled services, or communicating with their support coordinators (NDIA 2022). It may manifest as cancelled appointments, missed plan reviews, or a complete lapse in service usage.

• Complex Needs: Individuals with multiple or complex disabilities can become overwhelmed by service coordination requirements or face additional health barriers (APS 2023).
• Psychosocial Factors: Anxiety, depression, or low motivation may dampen willingness to engage with services (AIHW 2022).
• Systemic Barriers: Participants may experience difficulties navigating the system, language barriers, or a lack of culturally appropriate services (Department of Social Services 2021).
• Trust and Relationship Issues: Past negative experiences with healthcare or support services can lead to scepticism and withdrawal (Australian Psychological Society [APS] 2023).

When participants remain disengaged, they risk losing out on essential therapies, assistive technology, or skill-building programs. Underused funding not only reduces immediate benefits but can also impact future plan allocations (NDIA 2022).

Research suggests that consistent participation in disability-related supports correlates with improved physical and mental health, social integration, and overall well-being (AIHW 2022). Re-engagement ensures that participants receive ongoing, person-centred care aligned with their evolving needs.

NDIS frameworks prioritise autonomy and choice (NDIS Act 2013). Encouraging disengaged participants to re-engage fosters a sense of control and self-determination—essential elements for resilience and personal growth (APS 2023).

1. Tailored Goal-Setting: Collaborate with the participant to revisit their NDIS goals, ensuring they reflect current aspirations and personal motivations (Department of Social Services 2021).
2. Strengths Focus: Emphasise the participant’s existing skills, celebrating small milestones to build confidence and momentum (APS 2023).
3. Regular Check-Ins: Short, supportive conversations—via phone, text, or Telehealth—can maintain contact and signal genuine interest in the participant’s well-being (NDIA 2022).

1. Consistent Staffing: Minimising turnover of support coordinators, therapists, or caseworkers can create continuity, fostering a safe environment for disclosure and engagement (DSS 2021).
2. Empathetic Communication: Acknowledge participants’ concerns, frustrations, and past negative experiences. Active listening and transparent discussions can break down barriers (APS 2023).
3. Peer Support Networks: Encouraging peer-led programs or group sessions can help participants share experiences, validate each other’s journeys, and develop trust in the system (AIHW 2022).

1. Flexible Delivery: Offering in-person, at-home, or Telehealth sessions accommodates diverse mobility and lifestyle needs (APS 2023).
2. Culturally Safe Practices: For participants from culturally and linguistically diverse (CALD) backgrounds, integrating interpreters, bilingual staff, or culturally tailored programs can reduce communication gaps and enhance comfort (Department of Social Services 2021).
3. Co-Location and Drop-In Centres: Providing multiple services (e.g., occupational therapy, psychology, social work) in one accessible location or at community hubs simplifies the process of re-engagement (NDIA 2022).

1. Collaborative Goal-Setting: Use open-ended questions to explore the participant’s values and aspirations (Miller & Rollnick 2013).
2. Reflective Listening: Validate feelings of ambivalence or frustration, helping participants articulate their internal motivations for re-engagement (APS 2023).
3. Eliciting Change Talk: Gently prompt participants to discuss the benefits of re-engagement and the potential downsides of continued disengagement (Miller & Rollnick 2013).

Support coordinators and Local Area Coordinators (LACs) play critical roles in reviewing and adjusting participant plans. Proactive outreach—such as timely reminders or personal check-ins—can encourage participants to attend scheduled reviews (NDIA 2022). Adjustments may be necessary if the participant’s needs have shifted or if certain supports are no longer relevant.

When participants have complex needs, a multidisciplinary approach can streamline communication across different service providers. Coordinated care teams—comprising psychologists, occupational therapists, community nurses, and more—help reduce duplication and confusion for participants (AIHW 2022).

Families, friends, and carers often provide informal support crucial for engagement. Inviting them to participate in goal-setting discussions or plan reviews (with participant consent) can deepen motivation and accountability, particularly for individuals with psychosocial disabilities (APS 2023).

Measuring engagement over time—such as tracking appointment attendance, satisfaction surveys, or participant-reported outcomes—reveals whether strategies are working. This data-driven approach allows for continual refinement (NDIA 2022).

A strengths-based philosophy emphasises celebrating small gains, reinforcing motivation to stay involved. Whether it is completing a therapy program or improving a life skill, recognition boosts self-efficacy and fosters deeper commitment (APS 2023).

Disengagement can recur if participants’ circumstances change. Providers and coordinators must remain alert to new barriers—such as housing instability, mental health crises, or family upheavals—and respond with tailored interventions (Department of Social Services 2021).

Encouraging disengaged NDIS participants to re-engage is multifaceted, requiring empathy, flexibility, and evidence-based approaches. By focusing on person-centred care, trust-building, accessibility, and collaboration, stakeholders can help participants rediscover the value of NDIS supports and continue their journey toward greater independence and well-being. Through consistent reflection and adaptation, service providers can uphold the scheme’s core mission: empowering every individual to achieve their unique goals and live a fulfilling life.

• AIHW (Australian Institute of Health and Welfare) 2022, People with Disability in Australia, AIHW, viewed 30 January 2025, https://www.aihw.gov.au/.
• APS (Australian Psychological Society) 2023, NDIS and Psychology Services, APS, viewed 30 January 2025, https://psychology.org.au/.
• Department of Social Services 2021, National Disability Strategy 2021–2031, Australian Government, viewed 30 January 2025, https://www.dss.gov.au/.
• Miller, W.R. & Rollnick, S. 2013, Motivational Interviewing: Helping People Change, 3rd edn, Guilford Press, New York.
• NDIA (National Disability Insurance Agency) 2022, Understanding Your Plan, NDIA, viewed 30 January 2025, https://www.ndis.gov.au/.
• NDIS Act 2013 (Cth).

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