The NDIS has launched First Nations Connect, a new phone service for Aboriginal and Torres Strait Islander people seeking NDIS information and support.
You can call First Nations Connect on 1800 411 640.
What is First Nations Connect?
The NDIS created First Nations Connect after Aboriginal and Torres Strait Islander communities asked for a more culturally respectful and helpful experience.
The phone line is open to First Nations people with disability, their families, carers and representatives. Health workers and community organisations can also use it.
Staff have completed specialised cultural training, and some identify as Aboriginal or Torres Strait Islander. They will listen, explain NDIS information clearly and try to resolve your request during the first call.
Calling First Nations Connect will not change your eligibility, funding or NDIS plan. It will not give you faster service or replace other ways to contact the NDIS. Instead, it offers another way to get help—one designed to feel safer, more respectful and easier to use.
What support does the First Nations Connect phone line provide?
First Nations Connect focuses on:
- Listening and responding respectfully
- Providing clear, easy-to-understand NDIS information
- Creating culturally safe conversations
- Resolving requests during the first call where possible
- Building trust and confidence when contacting the NDIS
Using First Nations Connect will not change a person’s NDIS eligibility, funding or plan. It does not provide faster access to decisions or services, and it does not replace the other ways people can contact the NDIS.
How Lifely provides culturally respectful support for First Nations people
Lifely is pleased to see the NDIS listening to First Nations people and families. The new phone line is a positive step towards making NDIS services safer and more respectful.
Lifely supports people across regional Victoria, Melbourne’s outer west and communities near the New South Wales and South Australian borders. We work on the lands of many Traditional Owner groups. Each group is unique. Each has its own culture, history, knowledge and connection to country.
We know that every First Nations person is different. People may have different cultures, languages, family connections and life experiences. We will not make assumptions about you or the support you need.
What does culturally safe support mean for First Nations communities?
Culturally safe support means you feel respected, understood and safe. You can be yourself and talk about your culture without fear of racism, judgement or unfair treatment.
You decide if a service feels culturally safe.
Some Aboriginal and Torres Strait Islander people may not use the word “disability” to describe themselves. We will ask you how you describe your needs and experiences. We will listen and follow your lead.
When we support you, we will:
- Listen to what you want and need
- Respect your culture, identity and language
- Respect your connection to family, community and country
- Ask who you want involved in meetings and decisions
- Give you clear information
- Support you to make your own choices
- Respect your right to choose your services and providers
- Treat your culture and community connections as strengths
- Speak up against racism and unfair treatment
- Take the time to build trust
- Work with First Nations organisations if you want us to
We know that some Aboriginal and Torres Strait Islander people may not trust disability services or government organisations. There are good historical and cultural reasons for this.
First Nations people have experienced dispossession, racism, the removal of children and unfair government policies. These experiences still affect people, families and communities today.
We understand that trust takes time. We aim to build trust by listening, being honest and doing what we say we will do.
How Lifely can support you
Lifely includes equity and equality, choice and control in all our services. This means we give you the support you need to have a fair chance. You stay in control of your life and make your own choices.
Our services include:
- Plan Management: We can explain your NDIS budget, pay your providers and help you understand where your funding is going.
- Support Coordination: We can help you understand your plan and find services that feel culturally safe. We can also help you contact the NDIS First Nations Connect phone line.
- Carer and Family Support: We provide information, activities, respite and practical help. We respect the important role of family, kinship and community.
- All-Abilities Sport: Our friendly and inclusive sports programs help people get active, meet others and have fun.
- Everyday Disability Support: We can help with daily tasks, personal care, appointments and community activities. We support the goals and routines that matter to you.
- Supported Independent Living: We can support you to live more independently. We will also help you stay connected to the family, culture and community relationships that matter to you.
First Nations Connect is a positive step towards making the NDIS safer and easier to use. First Nations Connect is one way to get culturally focused help from the NDIS. It is great to see more culturally safe support for Aboriginal and Torres Strait Islander NDIS participants and their families.
Lifely can help you call the First Nations Connect service, understand the information you receive and find disability supports that meet your needs.
If you are looking for culturally safe disability support, talk to Lifely. Our friendly team can help you understand your options and find support that respects your culture, family, community and choices.
Contact us today to start a conversation.
Working Together for Culturally Safe Support
First Nations Connect is a positive step towards making the NDIS safer and easier to use. Lifely hopes the NDIA will keep listening and improving the service as more people use it.
We also know that one phone line cannot solve every problem. Closing the gap in access, trust and outcomes will take ongoing work from the NDIA, disability service providers and the wider community.
We must listen to First Nations people, build trust, challenge racism and provide support that feels culturally safe.
By working together, we can better support Aboriginal and Torres Strait Islander people with disability and their families. We can also work towards greater fairness, equality, choice and control across the NDIS.
