Individualised Living Options (ILO)
Our Expertise
ILO Market Overview
It’s no secret the National Disability Insurance Agency (NDIA) is seeking to balance the scheme, and one method will be a Supported Independent Living (SIL) to Individualised Living Options (ILO) transition.
So, we know ILO is coming and as an industry we should be thrilled about it. ILO will facilitate a more personalised, natural, and goal-oriented support for people with disability.
Fortunately, the NDIA has taken the position that SIL providers can, and often should, participate in the ILO market. While this differs from the typical service independence principle, it is a clear signal that the NDIA expects SIL customers to convert to ILO over time.
With foresight and planning, your organisation can initiate conversations with customers to assist them in their journey to living independently.
Customers Accessing Exploration and Design
Average Annualised ILO Supports
National Market Percentage of Western Australia Maturity
Our Expertise
Consulting For ILO Market Entrants
Your Challenge
As a new entrant to the ILO market, you may be wondering how you are going to effectively provide services for Stage 1 and Stage 2 of the ILO rollout. You may also be concerned that you need to establish key registration and product requirements before you get started in this imminently emerging market.
We understand that you don’t want to go in blind, and you would rather focus your energy on acquiring new customers for this service providing them with the ultimate solution in community-based independent living.
We’re here to help.
- Enter the ILO market with confidence
- Develop your service model for Stage 1 and Stage 2 ILO
- Enhance your information systems to capture critical information
- Prepare a competitive ILO service proposal
Our Solutions
Our Expertise
State Of ILO Market Report
Unsure if ILO is a suitable investment for your organisation? Our state of the market report will equip you with the information you need to assess whether ILO entry is viable, profitable and aligned with your organisation’s current and future capability.
Your tailored report will include the following items:
- Overview Of Current and Forecasted ILO Market
- Provider Capability Requirements
- Provider Suitability Audit
- Product Strategy For Attracting Hosts and Customers
- Viable Operating Models
- Proposed Management Structure
Client Results
Empathia Group was engaged by a rapidly growing Queensland based SIL and Community Participation provider to assess the viability of the ILO market. While the provider had enjoyed rapid success in SIL, the decline of the SIL market caused the provider to look for new opportunities for growth. The provider did not have the internal capability or resources to hire an ILO expert to enable their business to assess, plan, and implement an ILO strategy.
Our client first purchased our State of ILO Market Report to develop in-depth knowledge about the ILO market and determine that they were in a position to develop and offer ILO products. After a brief implementation period, the organisation acquired ILO customers and is currently developing a reputation for excellent service. Importantly, working with us eliminated any trepidation about market entry, and the provider was abreast of the skills needed to differentiate and expand into the ILO market. As a result, this provider now brings its own unique brand to ILO and has a deliberate path to market that will see them grow into the future.
Our Expertise
Consulting For Growing ILO Providers
Your Challenge
If you have already been providing ILO services, you would have discovered the fundamentally different marketing equations that this market presents. These questions require you to think differently about how to position your product correctly and engage with audiences that drive growth.
Another common challenge among providers is the difficulty in attracting hosts and co-residents. Understanding exactly how much they should be remunerated can be far from straight-forward. Further to this, understanding the implications of Fringe Benefits Tax (FBT) can make providing advice to host families less complicated.
You may also be having trouble understanding the costs associated with ILO as the NDIA has not provided a cost model or breakdown of how hours should be spent for ILO services. Additionally, the activities required to deliver ILO successfully can vary considerably between Stage 1 and Stage 2, with further variations within the stages.
We’re here to help.
Our Host and Co-resident Strategy equips you with the knowledge and collateral required to find and convert hosts and co-residents. We also provide your organisation with the tools and information required to pitch the ILO arrangement including pricing and product details that eliminate doubt about support, respite, and obligations.
- Develop a winning ILO product with a unique difference
- Gain knowledge to convert hosts and co-residents
- Develop a comprehensively priced cost model
- Create a validated assessment process
Client Results
Empathia Group was engaged to assist a provider in increasing the traction of their NDIS offering. We utilised market research and undertook a complete customer relationship management (CRM) audit to identify where their product fell short of customer expectations.
Leveraging the organisation’s core capabilities, we assisted them to develop a credible brand to pitch their product to new and existing markets. As a result, our client soon had several new leads filling up their pipeline. Our work on this organisation’s CRM ensured that each lead was followed up correctly, providing the best chance for conversion.
This organisation began building its own customer data set to tailor its products better. Best of all, their core values have shone through in new markets, allowing word of mouth referral to accelerate their business growth.
Our Blog
Latest ILO Insights
ILO works, customers want it, so why aren’t we offering it?
Many in the NDIS have considered Individualised Living Options (ILO) as the source of community integration that the scheme...
The state of ILO and where it is going
ILO can seem like a brilliant but distant concept for people outside of WA. There is a good reason...
ILO Lift-off – A provider perspective and a warning
We know the agency is seeking to balance the scheme and there is a strong chance this balance will...
