Insights from Bay Warburton, Executive Director of Community Services at Wesley Mission
If you're trying to navigate NDIS disability services for a loved one or client right now, you're not alone - and you're right to feel overwhelmed. The sector is changing rapidly, the number of providers is growing fast, and at the same time the NDIS is evolving.
That's why Michael McLaren of 2GB Radio recently sat down with Bay Warburton, Executive Director of Community Services at Wesley Mission, to cut through the noise and talk about what families should be looking for when choosing a disability support provider.
Here's what Bay had to say - and why it matters.
The NDIS landscape right now: A lot of competing voices
Disability care is front and centre in the national conversation. With NDIS reforms underway and significant changes on the horizon, families are increasingly asking the same question: who can I trust?
"Trust is always important with care, especially with disability care - but right now, with all the changes going on in the NDIS, people are really asking: who can I trust?"
— Bay Warburton, Executive Director of Community Services, Wesley Mission
Bay acknowledges that even experienced providers don't have all the answers yet when it comes to what specific changes will look like in practice. But he's clear on what families should focus on regardless: going back to basics. Finding a provider you can trust. One that's committed for the long term.
Relationships are at the heart of good NDIS Disability Services
When asked what Wesley Mission does differently, Bay's answer was immediate: relationships. Not processes. Not paperwork. Relationships.
"Support workers build trusted relationships. They become a consistent, familiar presence in someone's life - which is absolutely crucial. It's not just the function you perform, but the relationship you form with people that makes a world of difference."
— Bay Warburton
Families consistently tell Wesley Mission the same thing: stability and consistency of care are what matter most. That means the same support workers, the same routines, the same familiar faces - day after day. For people living with a disability, particularly those with complex needs, sudden changes to their environment or their care team can be deeply distressing.
This isn't just a philosophical position for Wesley Mission. It's something they actively measure and manage.
15 Years: The number that tells the Story
One of the most striking statistics Bay shared speaks directly to this commitment to stability:
"Our accommodation managers stay on average with us for 15 years. That enables us to do incredible things with our clients."
— Bay Warburton
In an industry often characterised by high staff turnover, that number stands out. And it has real-world consequences for the people Wesley Mission supports.
Bay shared the story of four men with disability who have been supported by Wesley Mission since their school years - over 20 years ago. They've lived in the same house, built relationships with the same long-term support workers, and formed their own close-knit family unit.
"They have formed their own little family group because they regard each other as their families - but they've also built relationships with the long-term support workers who've been there for much of that time. They create this new family unit where they feel supported, and most importantly, they thrive."
— Bay Warburton
That kind of outcome isn't accidental. It's the product of deliberate, sustained investment in relationships - and it's only possible when staff retention is a priority.
Complex Needs: Not every provider can do this well
Wesley Mission specialises in supporting people with complex needs - and Bay is candid about the fact that this is genuinely difficult work that requires experience, training and the right systems.
"Not every provider can do that well. It takes experience and the right training and the right systems. Local health districts and hospitals often refer to us because they know we can handle it."
— Bay Warburton
This is a critical point for families who are looking at providers: not all NDIS registered providers are equal. Ask specifically about experience with complex needs, what happens when a regular worker is unavailable, and how the provider handles challenging situations.
What Wesley Mission's NDIS Disability Services include:
Wesley Mission offers integrated support across a person's full NDIS journey, which means families don't have to stitch together multiple providers with competing approaches. Services include:
- Supported Independent Living (SIL) and Supported Disability Accommodation (SDA)- safe, stable homes with consistent staff across Southwest and Western Sydney
- Life Skills Day Programs - structured programs that build practical independence: shopping, cooking, communication and everyday problem-solving
- In-Home Support Services - Helping people with disability remain in their own homes with the right level of assistance
- Disability Employment Support - Wesley’s own in-house employment service offering employment through the David Morgan Centre
- Support Coordination - Navigating NDIS plans and funding, connecting services and advocating for participants' rights and goals
Having all these services under one trusted provider reduces duplication, prevents gaps and means everyone supporting a person is working from the same plan - in the same direction.
The questions families should be asking
Bay's message throughout the interview was consistent: go back to basics. Before signing with any NDIS disability services provider, ask:
- How long do your support workers typically stay?
- What happens if my regular worker is unavailable?
- Do you have experience with complex needs?
- How do you match workers to participants?
- How do you ensure safety, governance and safeguarding?
- Are you focused on long-term outcomes or just filling shifts?
A trustworthy provider will welcome these questions. One that deflects them is telling you something important.
How to get in touch with Wesley Mission
If you're looking for NDIS disability services you can trust - or just want to talk through your options - Wesley Mission's specialist intake team is there to help you work through the complexities and find the right support for your loved one or client.
🌐 Website: wesleymission.org.au
📞 Phone: 1300 086 906
Wesley Mission is a longstanding NDIS registered provider offering disability services across Southwest and Western Sydney, including Supported Independent Living, Supported Disability Accommodation, Life Skills Day Programs, Disability Employment Support and Support Coordination. Wesley Mission is part of the Uniting Church in Australia.
