Creating an Inclusive Team Through Training

Will, EnableUs Community

Hey everyone, welcome back to Upskilling. I’m Will, and I’m here with Winter. Today we’re diving into something that, honestly, should be at the heart of every NDIS provider’s work—building an inclusive team through training. Winter, I reckon this is one of those topics that’s easy to talk about, but a lot harder to actually do well.

Winter, EnableUs Community

Absolutely, Will. I mean, when we talk about inclusion, it’s not just a buzzword, right? For NDIS providers, it’s a real necessity. Our participants come from all sorts of backgrounds—different cultures, languages, beliefs, and identities. If we’re not actively working on cultural competency, we’re missing the mark, and honestly, we’re not meeting the standards we’re supposed to.

Will, EnableUs Community

Yeah, and it’s not just about ticking a box for compliance. If you don’t have cultural safety, you end up with miscommunication, trust issues, and sometimes even complaints. I remember this one time, we had a participant from a CALD background—Culturally and Linguistically Diverse, for anyone who’s new to the acronym. We made a few small changes, like slowing down our language, checking in more often, and just being a bit more mindful about how we communicated. And you know what? He actually told us he felt genuinely respected for the first time. It was such a simple shift, but it made a massive difference for him.

Winter, EnableUs Community

That’s such a good example. And it’s not just CALD participants, either. We’re talking First Nations communities, LGBTQIA+ folks, people with different faiths—everyone deserves to feel seen and heard. If we don’t get this right, we risk losing trust, and that can lead to disengagement or even formal complaints. Plus, it’s just the right thing to do, you know?

Will, EnableUs Community

Yeah, and I think sometimes people underestimate how much of an impact those little things can have. Like, it’s not about being perfect, but about being willing to learn and adjust. That’s what cultural competency is all about—ongoing practice, not just a one-off training session.

Winter, EnableUs Community

So, let’s talk about what actually goes into good cultural competency training. It’s not just a PowerPoint and a quiz at the end, right? The best training I’ve seen covers things like inclusive language, understanding your own biases, and really practical stuff—like how to use correct pronouns or adapt your communication style for different people. And First Nations cultural safety is a big one, too. It’s about understanding the impacts of colonisation, respecting protocols, and just being aware of the history and trauma that’s still present for a lot of people.

Will, EnableUs Community

Yeah, and I think sometimes people get a bit nervous about saying the wrong thing, so they just avoid the topic altogether. But that’s not really helping anyone. Training should give people the confidence to have those conversations, make mistakes, and learn from them. And it’s not just about the training itself, either. You’ve gotta back it up with policies, leadership, and actually celebrating the diversity in your team. Like, if you’re only talking about inclusion once a year on Harmony Day, you’re missing the point.

Winter, EnableUs Community

Exactly. I remember this induction session we ran a while back—there was this peer reflection moment where everyone shared a story about a time they felt included or excluded. It was honestly a bit awkward at first, but it sparked something. People started checking in with each other more, and it just became part of how we worked together. It wasn’t the training itself, but the conversations that came out of it that made the real difference.

Will, EnableUs Community

That’s so true. And I think leadership plays a massive role. If your managers aren’t on board, or if they’re not modelling inclusive behaviour, it just doesn’t stick. You need those champions—people who are willing to call things out and keep the momentum going. And, like you said, it’s about embedding it into daily practice, not just relying on a policy document that sits on a shelf somewhere.

Winter, EnableUs Community

Yeah, and celebrating milestones together—like NAIDOC Week or IDAHOBIT—can be a really positive way to bring people together and show that inclusion is actually valued, not just talked about. It’s those little things that add up over time.

Will, EnableUs Community

Alright, so let’s get into the nitty gritty—how do you actually keep this going? Training’s great, but if you do it once and never revisit it, people forget. I’ve seen teams use online modules, which are handy because you can do them at your own pace. But honestly, nothing beats a good in-person workshop where you can ask questions, do some role play, and just get a bit uncomfortable in a safe way. And then there’s ongoing stuff—like annual refreshers or regular team discussions. It’s gotta be continuous, not just a tick-box at induction.

Winter, EnableUs Community

Yeah, and I think regular reviews are key. Like, actually looking at your policies and practices through a cultural lens every so often. Are you still doing what you said you’d do? Are there gaps? And leadership buy-in—can’t say it enough. If the people at the top aren’t invested, it just fizzles out. I read about this NDIS provider—can’t remember the name, but they made inclusion a core part of their operations. They set up a diversity working group, did regular training, and actually listened to staff feedback. The result? Better outcomes for participants and way less staff turnover. It’s not magic, it’s just commitment and follow-through.

Will, EnableUs Community

Yeah, and it’s not about being perfect, like we said earlier. It’s about being willing to learn, review, and adapt. If you can do that, you’re already ahead of the game. And honestly, when your team feels valued and included, they stick around. Participants notice, too—they feel safer, more respected, and that’s what it’s all about.

Winter, EnableUs Community

Couldn’t agree more. So, if you’re listening and thinking, “Where do I even start?”—just start small. Have a conversation, look at your policies, try a new training module. It all adds up. And remember, inclusion isn’t a destination, it’s an ongoing journey.

Will, EnableUs Community

That’s a good note to end on, I reckon. Thanks for joining us on Upskilling. We’ll be back soon with more ways to build confident, participant-centred teams. Winter, always a pleasure chatting with you.

Winter, EnableUs Community

You too, Will. Thanks everyone for tuning in—take care, and keep upskilling!