Excellence is an Attitude, not an outcome.

How Banksia Support Services Demonstrates this as a NDIS Sole Trader Business

by Amy Hall | Behaviour Support Practitioner | Clinical Supervisor | Banksia Support Services

Aristotle famously said, "We are what we repeatedly do. Excellence, then, is not an act but a habit." At Banksia Support Services, this view informs everything we do. As a sole trader, I have made it my mission to ensure that excellence is the driving force behind my service delivery, client care, and business leadership.

Recently, Banksia Support Services completed its three-year recertification audit, a significant milestone that reaffirms our commitment to excellence. But how do I embody this ideal in practice? Here are several specific examples of how I put excellence into action every day:

1. Person-Centered Behavioral Support Plans:

One of the ways Behaviour Practitioners demonstrate excellence is through the development of individualised behavior support plans. At Banksia, these plans go beyond compliance with NDIS standards—they reflect a deep understanding and insight into each client’s unique needs, goals, and strengths. For example, we worked closely with a young client, James, whose complex needs required innovative, less-restrictive strategies that have systematically taught to multiple care team members (accommodating their own learning needs and styles, as many of them also have disabilities). By developing a phased plan that focuses on teaching alternative skills, we were able to reduce the need for restrictive practices while supporting his long-term emotional a skill development. This has changed his life, his families lives and ultimately, altered the trajectory for him. The excellence here lies in our dedication to creating sustainable, compassionate solutions that prioritise the dignity and autonomy of our clients, but also meets the needs of their carers.

2. Using Technology to Enhance Client Outcomes.

At Banksia, excellence also means staying ahead of the curve by integrating technology into our practice. I am not a huge techie by any means, but I have learned to lean into the discomfort and where I don't know something, I go looking for answers and seek out great teachers to help me understand.

Through this mentorship with amazing people, I've digitized key processes like behaviour support skills building programs, making them more accessible for clients and their families. By introducing QR code reporting systems and using tools that simplify the analysis of this data for support workers to log shifts and incidents, we’ve improved the accuracy and efficiency of data collection, leading to better-informed decision-making and faster interventions when needed. These innovations are not just about keeping up with trends—they are about ensuring that every client receives the highest quality of care.

3. Continuous Professional Development

Although I operate as a sole trader, I invest in the professional growth of every practitioner I mentor and supervise. I have three key supervisors; all leading experts in their fields of practice and dedicate at least four hours a week to targeted professional development and research. Banksia’s national training program for early-career NDIS behavior practitioners is an example of flowing this information forward. The program focuses on real-world application, mentoring practitioners to understand complex cases, and equipping them with evidence-based strategies. Excellence here is about ensuring that every practitioner under my supervision is equipped to deliver the highest standard of care, empowering them to grow alongside our clients.

It has been vetted by industry and international experts as a program that is "current, relevant and a clear example of best practice. "I am so excited about what is in store for this program in 2025. Watch this space! Training — Amy Hall

4. Listening and Adapting Through Feedback Loops

Feedback is integral to our pursuit of excellence. At Banksia, I ensure continuous feedback loops with clients, their families, and support workers to gather insights that inform service improvements. For instance, after receiving feedback about communication challenges within a client's support team, we implemented weekly debrief sessions to address concerns, provide training, and realign strategies. These regular check-ins have led to measurable improvements in client outcomes, including a reduction in incidents of distress and better team cohesion. Excellence here is about being responsive, adaptable, and proactive in refining my services based on real-time feedback.

5. Leadership in Disability Sector Advocacy

Excellence goes beyond service delivery—it extends to leadership and advocacy. Recently, I have focused on contributing to broader conversations in the disability sector, particularly around ethical behaviour support. By writing articles and leading training on complex topics such as restrictive practices and trauma-informed care, I am demonstrating my commitment to help shape the future of disability services. My commitment to advocating for the rights of people with disabilities, especially those in rural and regional communities, has earned Banksia a growing reputation for leadership in the field.

Excellence is about influencing positive change and raising the standard for everyone in the sector.

6. Upholding High Standards in Audits and Compliance

Our recent recertification audit at the three-year mark is yet another testament to our excellence. As a sole trader, managing all aspects of a growing business, from governance to clinical supervision, requires a high level of organisation and dedication. The audit process confirmed that I not only meet but often exceed NDIS requirements. More importantly, it demonstrated that excellence is a habit—one that I practice consistently through transparent reporting, strong governance frameworks, and a relentless focus on quality improvement.

Why am I writing a lined in article about this?

Because I am proud. It has been a bloody hard slog to get to this point but to me, excellence is not just something we aim for—it’s the attitude we bring to everything we do. This mindset is what has propelled me forward as a sole trader business, and it’s what will continue to drive me as we navigate the future of disability services.

Because, as Aristotle said, “Excellence, then, is not an act but a habit,” and at Banksia, I have made that habit our everyday reality.

How do you demonstrate excellence in your work?

Meet Amy — Amy Hall

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