The National Disability Insurance Scheme (NDIS) often appears in public discourse as a system mired in cost controversies and bureaucratic challenges, but on the ground in Sydney, a different reality is unfolding. Michael Jones, who leads disability support provider Ability to Achieve, entered the sector with no background in clinical terminology, therapy protocols, or behavior support plans after two decades in telecommunications and IT. This outsider perspective, initially seeming like a disadvantage, has become central to his organization's approach to making support accessible and effective.
"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 shaped Ability to Achieve's operations, where clinical expertise operates behind the scenes while the organization focuses on achieving real outcomes rather than merely completing paperwork.
While public discussions about the NDIS frequently center on financial aspects, Jones observes daily transformations occurring through consistent support work. Community support workers at Ability to Achieve 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 outcomes documented by the organization counter negative perceptions of the NDIS. Participants have transitioned from year-round hospitalization to independent living, from severe addiction to sustained recovery, and from complete social isolation to active community engagement. Several participants have moved from requiring one-on-one care to shared supported living, with one individual successfully transitioning completely off the NDIS after three years of consistent progress. "These are not isolated incidents—this is what occurs when support is consistent, compassionate, and focused on genuine outcomes," Jones remarks.
Jones believes the public perception of the NDIS remains divided, with those lacking lived experience viewing it as a financial burden while families who depend on it witness its transformative potential. "The NDIS is functioning. Lives are being transformed every day across this nation," he emphasizes. He notes that 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 acknowledging the system requires ongoing adjustments, Jones points to the evident outcomes when providers prioritize real transformation over bureaucratic compliance.
What distinguishes Jones's leadership approach 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 belief that scale and genuine care can coexist.
As Australia continues to refine the NDIS, Jones's experience illustrates how fresh perspectives can foster meaningful innovation in support delivery. His transition from corporate leadership to disability care advocacy has become profoundly personal, transforming what began as a business challenge 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." For more information about their approach, visit https://abilitytoachieve.com.au/.
