Outsider Perspective Drives Transformative Disability Support in Sydney

Michael Jones brought nearly two decades of telecommunications and IT experience from New Zealand to Australia, expecting a corporate turnaround challenge when he took over operations at Ability to Achieve. What he discovered instead was a profound personal transformation and the realization that his lack of disability sector knowledge would become his greatest asset in serving families navigating the National Disability Insurance Scheme.

Entering disability services without background knowledge of clinical terminology, therapy protocols, or behavior support plans initially seemed like a significant hurdle. However, Jones quickly recognized this outsider perspective allowed him to connect with families struggling to understand the same complex systems. "Numerous families struggle to comprehend the system as well—the therapy jargon, behavior support plans, OT language," Jones explains. "Coming from outside the field, I can relate to them from that same viewpoint. I can simplify complex processes into terms that everyday families can grasp."

This approach has fundamentally shaped Ability to Achieve's operational philosophy. While clinical expertise remains crucial behind the scenes, the organization prioritizes making support accessible, comprehensible, and effective in enhancing participants' daily lives. Jones emphasizes that their primary focus is achieving real outcomes for individuals rather than merely completing paperwork.

While public discourse about the NDIS often centers on costs and controversies, Jones observes daily transformations through consistent, patient support work. Ability to Achieve's community support workers engage in what Jones describes as "building blocks"—helping participants apply for university, obtain identification documents, practice using public transport independently, or gain confidence in social situations. "Support workers are thinking four to five steps ahead every shift," Jones states. "They're not just managing the present moment—they're working towards long-term independence."

The organization has facilitated remarkable transformations that counter negative perceptions of the NDIS. Participants who previously spent 365 days annually in hospitals now live independently. Individuals struggling with severe addiction have maintained sobriety for months. People who hadn't left their homes for extended periods now confidently engage with their communities, exploring https://abilitytoachieve.com.au/ and participating in social activities. Several participants have transitioned from requiring one-on-one care to shared supported living, with one individual successfully exiting the NDIS after three years of consistent progress.

Jones believes the public perception of the NDIS remains divided, with those lacking lived experience viewing it as a financial burden while dependent families witness its life-changing potential. "The NDIS is functioning. Lives are being transformed every day across this nation," he emphasizes. "Certainly, the system requires ongoing adjustments—that's true for any large-scale program. But the outcomes are evident when providers are dedicated to real transformation rather than merely ticking boxes."

Australia's structured disability support system helps prevent issues seen in other countries, such as homelessness crises observed in parts of the United States. While New Zealand maintains stronger cultural perceptions of disability support, Australia's NDIS framework—though relatively new—functions as a well-structured insurance scheme that continues to improve.

What distinguishes Jones's leadership is his commitment to remaining hands-on despite his CEO title. He actively engages with participants and operational realities, ensuring Ability to Achieve's culture reflects its values in practice rather than just policy documents. "Our aim is to continue growing while avoiding over-corporatization or losing sight of what truly matters," Jones states. "We will remain participant-centered, grounded, and driven by heart."

This dedication to maintaining a personal, non-corporate culture while serving over 200 participants demonstrates Jones's conviction that scale and genuine care can coexist. As Australia continues refining the NDIS, voices like Jones's provide essential perspective: when executed with dedication and compassion, the system produces outcomes that dramatically change lives. His transition from corporate leader to disability advocate illustrates how fresh perspectives unencumbered by traditional approaches can foster meaningful innovation in support delivery.

For Jones, this work has become profoundly personal. The initial business challenge has transformed into a mission to ensure participants access the same choices, dignity, and opportunities most Australians take for granted. "Every individual deserves the opportunity to create the life they desire," Jones reflects. "Support workers play a crucial role in making that possible—one shift, one conversation, one small victory at a time."