High Stakes Compliance
Inclusion First operates five Supported Independent Living (SIL) homes across Brisbane, supporting 28 residents with complex support needs. As a provider of high-intensity daily activities, they are subject to certification audits — the most rigorous level of NDIS quality review, involving on-site visits, interviews with participants and staff, and a comprehensive review of documentation systems.
“Certification audits are genuinely stressful,” says compliance manager Marcus N. “An auditor can ask for anything — six months of incident reports, the rostering history for a specific resident, training records for every support worker. If you can’t produce it quickly, it looks like you don’t have it.”
Building the Documentation System
Inclusion First implemented Maxpilot 14 months before their audit date, specifically to address documentation readiness. Over the following year, they migrated all participant records, care plans, incident reports, and staff compliance documents into the platform.
Every shift generated a shift log, and support workers were required to complete a brief structured note for each interaction. Incidents were reported through the platform within 24 hours, with automatic escalation for serious incidents requiring NDIS Commission notification.
When the auditor asked for 12 months of progress notes for one of our residents, I pulled them up in about 30 seconds. She commented on it. Said most providers take 20 minutes to find the same thing.
The Audit Result
Inclusion First passed their certification audit with zero findings — meaning no areas of non-compliance or improvement requirements were identified. The auditor noted the quality and completeness of documentation as a particular strength.
Ongoing Compliance
Since the audit, Inclusion First has embedded Maxpilot into their continuous compliance rhythm: monthly documentation audits, quarterly policy reviews, and annual staff training records all managed through the platform. “We’re not doing anything special to prepare for the next audit,” Marcus says. “We just run the organisation the way we always do now. Audit readiness is just how we work.”