Lost in Translation: Helping CALD Communities Navigate the NDIS

The NDIS Insider covers the latest industry developments, exploring how policy changes, emerging trends, and systemic challenges shape the everyday lives of participants, families, and providers. We’ll ask the difficult questions, advocate for change, and ensure your voice is heard.

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Navigating the National Disability Insurance Scheme (NDIS) can feel like travelling through a foreign land without a map. For those who find their way, the NDIS provides essential support, leading to empowerment and greater independence. But what about those who don’t?

For culturally and linguistically diverse (CALD) communities, the NDIS journey can be especially difficult. Language barriers, cultural misunderstandings, and a lack of accessible information leave many feeling lost and unsure of how to access the support they need.  

Without clear guidance and culturally sensitive resources, people from CALD backgrounds may miss out on the benefits the NDIS has to offer. It’s not just about the NDIS getting lost in translation—it’s about losing the opportunity for a better life.  

Let’s explore why language barriers, cultural stigmas, and systemic challenges all need to be addressed head-on, and how we can collectively create a more inclusive NDIS that’s accessible to everyone who needs it.

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The Language Divide: Bridging Gaps in Access

Believe it or not, over 300 languages and dialects are spoken every day in Australia. In the NDIS space, language is more than words—it’s the key to understanding and accessing vital services. Unfortunately, for many people from CALD backgrounds, the NDIS can seem like a locked door.  

Although the NDIS provides some key information in different languages, most resources, particularly online, are only available in English. This presents a significant obstacle for people with limited English proficiency (LEP). Without access to clear, culturally relevant information, many people may not even know the full scope of support they’re entitled to, let alone how to apply for it.

While the NDIS has a social media presence, nearly all of its content is in English, further limiting its reach in CALD communities. Expanding its online resources and adjusting its social media communication to include diverse languages would go a long way in making the NDIS truly accessible to all Australians.

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Cultural Sensitivity: More Than Just Translation

Language isn’t the only challenge. In many cultures, disabilities are seen through a lens of stigma, shame, or fear. For families from collectivist societies, seeking external support may be seen as unnecessary or even shameful, as there’s a strong belief that care should remain within the family.

Take the example of a Vietnamese family, where filial piety—a deep respect for elders—plays a significant role. The idea of seeking outside help through the NDIS might be met with reluctance or mistrust, unless family members are actively involved in the support plan. Understanding these cultural nuances is essential in ensuring that participants feel respected, valued, and comfortable engaging with services.

Cultural competence isn’t just an add-on—it’s a necessity. NDIS service providers, like support coordinators, must recognise and respect these crucial differences. When care is delivered with sensitivity to cultural norms and values, it builds trust and encourages more people to seek the support they need.

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Steps the NDIS is Taking—But Is It Enough?

To its credit, the NDIS has acknowledged the barriers faced by CALD participants and has implemented several initiatives to improve access. Free interpreter services through Translating and Interpreting Services (TIS) are available, and cultural competency training for NDIS staff aims to enhance understanding of diverse cultural needs and preferences.

Additionally, the NDIS’s Cultural and Linguistic Diversity Strategy is designed to make information more accessible in multiple languages and formats. The strategy lays out a plan to encourage the growth of a marketplace for culturally sensitive service providers, which is another positive sign that the NDIS in moving in the right direction.

However, the strategy is still a work in progress, and there’s room for improvement.

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Where the NDIS Could Do More

One key gap is that while the NDIS funds interpreters during the initial stages of securing support, translation services are not funded beyond that point. Once a participant has found service providers, they’re expected to navigate their NDIS plan without ongoing language assistance—creating a situation where many participants struggle to fully understand or utilise the services available to them.

To truly create an inclusive NDIS, the following changes could be game-changers:

• More Translated Resources: Ensuring that all key NDIS materials—both online and in print—are available in a broader range of languages.

• Multilingual Support Lines: Establishing helplines where participants can speak with support staff in their native language, providing real-time assistance.

• Community Partnerships: Collaborating with CALD community organisations to host workshops and outreach programs, helping to demystify the NDIS for participants and their families.

• Ongoing Translation Support: Expanding funding for interpreter services beyond the initial stages to ensure that CALD participants can manage their NDIS plans with confidence.

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United for Care: Championing Inclusivity

At United for Care, we believe in more than just ticking boxes when it comes to accessibility and providing disability support. We’re passionate about creating environments where every participant, no matter their background, feels seen, heard, and valued.

We recognise that for people from CALD communities, accessing the NDIS isn’t just about paperwork—it’s about overcoming deep-seated cultural challenges. That’s why our approach includes working closely with participants and their families to create support plans that align with their cultural values, ensuring care feels personal and respectful.

We’ve seen firsthand how cultural sensitivity can transform lives. Whether it’s helping a participant navigate the NDIS in their native language or tailoring support services to accommodate cultural traditions, we’re committed to making the NDIS experience smooth, accessible, and life-enhancing for everyone.

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Let’s Make the NDIS Work for Everyone

Achieving true inclusivity in the NDIS is not a one-off task—it’s a continual effort that requires collaboration between everyone involved. The NDIS, community organisations, service providers, and participants all play a role in shaping a system that reflects Australia’s wonderful tapestry of cultures.

At United for Care, we’re proud to be part of this change. For CALD communities needing access to the NDIS, we're here to ensure all doors are open and never closed. Let’s work together to make sure the NDIS is not just accessible in theory, but truly inclusive in practice.

Contact us today to find out how we can support you, your loved one, or somebody you're supporting through their NDIS journey:

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