Beyond Hours of Support: Why Community Connection Matters More Than Ever 

The disability sector is navigating one of the most significant periods of change since the introduction of the NDIS. 

Across the country, people with disability, families, providers and communities are working to understand what recent reforms and funding changes will mean in practice. Much of the discussion has been understandably focused on funding, service models and sustainability. 

These conversations are important. But alongside them, there is another question we should be asking. 

How do we ensure people continue to build meaningful, connected and fulfilling lives, regardless of how the system changes around them? 

At Avivo, we believe this question has never been more important than now. 

A good life happens beyond paid support 

Support Workers play a vital role in people’s lives. They provide practical assistance, build trusted relationships and help people navigate everyday challenges. 

But the most important outcomes are often the ones that exist beyond paid support.  

Friendships. Neighbours. Community groups. Local clubs. Shared interests. Opportunities to contribute. A sense of belonging. 

These are the things that help people build resilience, independence and connection. 
 
Take this example of an Avivo customer who lives with a host family and is supported to volunteer at her local second-hand shop and attend a weekly craft group.  

These activities are far more than “just” social outings. They provide opportunities to contribute to her community, develop relationships, build confidence and pursue goals that are important to her.  

Her volunteer role gives her a sense of purpose and connection, while the craft group provides meaningful social connection.  

This highlights why person-led support cannot be measured solely in hours delivered. When support is focused on what matters to the individual, each hour becomes an investment in participation, contribution and quality of life rather than simply time spent receiving care. 

As a sector, we have long recognised that genuine inclusion is about more than access to services. It’s about having opportunities to participate in community life and to develop relationships that are not dependent on a funded support system. 

The current reform environment provides an opportunity to move this conversation from aspiration to action. 

Making every hour count 

At Avivo, we have been exploring how we can better support community connection through what we call The Good Life Initiative. 

The idea is simple – Every hour of support should be used intentionally to help people move closer to the life they want to live. 

Sometimes that means providing direct support. Sometimes it means helping someone reconnect with an interest, meet people with shared passions, become involved in local activities or strengthen existing relationships. 
 
For the past 18 years, one of our customers has been living with a host family while maintaining strong connections with her mother, siblings, nieces and nephews.  

Her support is carefully coordinated across her host family, employment team, support workers and relatives, ensuring she can continue working four days a week, participate in family life, attend community activities and pursue her personal interests.  

What makes this arrangement successful is not the number of support hours involved, but how those hours are used to strengthen relationships, maintain meaningful roles as a daughter, sister and aunt, and support her ongoing participation in work and community life.  

Every interaction contributes to greater inclusion, independence and belonging. 

Impact like this requires us to think differently about the role of support. 

Rather than being the destination, support becomes a bridge. A way to help people build the connections, confidence and opportunities that lead to greater independence and belonging over time. 

Investing in our workforce differently 

If we want different outcomes, we need to equip Support Workers differently. 

Traditionally, workforce development has focused on compliance, safety, policies and service delivery. These remain essential. 

But Support Workers also need the skills and confidence to identify community opportunities, facilitate connections, build natural supports and recognise the strengths, interests and aspirations of the people they support. 

This is why Avivo is investing in building colleague capability in community connection, relationship-building and asset-based community development approaches. 

The goal is not to replace formal supports. It is to ensure supports are creating more opportunities for people to participate, contribute and belong. 

Community connection should not be left to chance 

One of the challenges facing the sector is that community connection is often discussed as an outcome, but not always supported with practical tools and resources. 

If we genuinely want people to have more opportunities to connect with their communities, providers need to make this easier for both customers and frontline teams. 

At Avivo, we are developing practical resources and exploring new ways to help people identify opportunities that align with their interests, goals and local communities. We are also considering how accessible information and customer resources can help people make informed decisions and connect with opportunities beyond traditional service models.  

This work is still evolving, but the principle is clear: community participation should not depend on luck, confidence or knowing the right person. We need to create systems that actively support connection. 
 
From Service Hours to Life Outcomes 

For many years, disability support has often been measured in hours delivered, activities completed or services provided. 

While these measures remain important, they don’t tell the full story. 

What matters most is what happens because of those supports. 

• Did someone make a new friend? 

• Did they reconnect with a long-held interest? 

• Did they become more involved in their local community? 

• Did they gain confidence, independence or a stronger sense of belonging? 

As our sector responds to reform, we have an opportunity to focus more deliberately on these outcomes. Every funded hour has the potential to strengthen not only a person’s support arrangements, but also their relationships, networks and connection to community. 

An opportunity for the sector 

Every provider is currently thinking about sustainability, workforce pressures and reform. 

Alongside these challenges sits a significant opportunity. 

• What if we invested as much energy into building community connection as we do into delivering services? 

• What if support workers were recognised not only for the support they provide, but also for their role in helping people discover opportunities, build relationships and strengthen their place in community? 

• What if we shared resources, ideas and approaches across the sector to make community inclusion more achievable for everyone? 

These are not new ideas. But they may be some of the most important ideas for the future of our sector. Because while funding models, policies and programs will continue to evolve, the things that matter most remain the same. 

People want relationships. They want purpose. They want opportunities to contribute. They want to belong. 

Our collective challenge is to ensure that every hour of support helps make those things possible.