Transformation at Afford

Transformation and change at Afford

Afford acknowledges the serious failures identified through Disability Royal Commission and court proceedings. Today Afford is in a much stronger position following the introduction of important changes:

The organisation renewed leadership and governance.
New safeguarding, quality and human rights frameworks were introduced.
Workforce capability, client advocacy and feedback systems were strengthened.

These changes were designed to improve client safety, dignity, choice and accountability.

1. Leadership

Afford’s leadership team supports people with disability with experienced and ethical leadership

Afford’s new leadership team has taken deliberate action to rebuild its culture around our values, ethical practice and a clear social purpose. Leadership capability has been strengthened at all levels, with a focus on accountability, transparency and expertise to navigate complex challenges. We have openly acknowledged past failures and committed to doing better through strong governance, including a clear Code of Conduct and supporting policies. Ongoing investment in leadership development, employee engagement and continuous improvement has supported this transformation. Alongside structural and system changes, Afford is moving forward with a renewed strategic focus, building a stronger and more sustainable future for our clients, families and community.

2. Best practice support

How Afford uses best practice to support people with disability

Afford has focused on strengthening governance, frameworks and practice to ensure safe, rights-based and high-quality services. Over the past few years, we have developed Clinical Governance and Safeguarding Frameworks, alongside an Assessment, Planning and Provision of Support Policy to guide how services are delivered. These foundations protect human rights by embedding respect, safety, dignity, choice and inclusion into everyday practice. The frameworks provide clear expectations, accountability and support for teams, reinforced through leadership oversight, training and continuous improvement. Together, they ensure services are personalised, transparent and centred on client voice, wellbeing and meaningful outcomes.

3. Client advocacy

How Afford has strengthened client advocacy and independent support

Afford has embedded client advocacy as a core part of its human rights–based approach, guided by the principle of “nothing about us, without us.” We are on creating a culture where clients feel safe to speak up, make informed choices and be actively involved in decisions that affect their lives. This includes shifting from others advocating on behalf of clients to supporting clients to advocate for themselves. Practical actions include accessible communication, supported decision-making, assistive technologies and inclusive forums. Together, these measures ensure client voice, dignity, choice and respect are central to everyday practice across the organisation.

4. Listening to clients

How Afford listens to client feedback and improves disability support

Afford has strengthened its commitment to listening to clients by embedding consumer experience at the centre of quality, safeguarding and decision-making. This includes implementing a Voice of Consumer program and shifting from passive feedback to proactive engagement through consultation, co-design and co-production. Client insights are gathered through multiple inclusive channels, analysed using evidence-based measures and translated into local action. Strong governance oversight and accessible engagement tools ensure client voice directly informs service quality, safety and continuous improvement, making consumer experience a core element of how Afford operates.

5. Hiring qualified people

Qualified and skilled staff: how Afford recruits and trains disability support workers

Afford has strengthened its workforce capability by setting high standards for qualifications, skills and experience across all roles, from Board and executive leadership to client-facing and corporate teams. A rigorous skills and experience matrix guides recruitment and succession planning, supported by ongoing investment in leadership development and continuous learning. All client-facing employees are required to hold, or be working towards, a Certificate III qualification, alongside mandatory compliance and screening requirements. Learning and development are embedded into performance management, ensuring staff are supported to grow, maintain capability and deliver high-quality, person-centred services now and into the future.

6. Continuous improvement

Continuous improvement at Afford: how we strengthen disability support services

Afford has focused on building strong foundations for quality, safeguarding and practice through robust governance, standards and continuous improvement. We have established a Quality Management and Continuous Improvement Policy supported by clear systems, internal audits and a strong compliance culture. A structured self-assessment and internal audit program provides ongoing assurance beyond external audits, identifying strengths and opportunities for improvement. Continuous improvement is embedded as a strategic priority, supported by dedicated quality, risk and practice roles, ensuring learning, accountability and service excellence are driven from board level through to frontline teams.

7. Properties and partnerships

Safe housing and trusted partnerships: how Afford supports people with disability

Afford has undertaken significant action to improve the quality, safety and suitability of the properties it provides to our clients. Following a comprehensive review of our accommodation portfolio, we have upgraded, relocated or removed properties that did not meet our standards. A clear vision now guides future development, focused on well-designed, accessible homes that support independence, community connection and client choice. Investment in professional property management, digital connectivity and contemporary housing design underpins this change. With a long-term plan and strategic partnerships, Afford is working toward a refreshed portfolio that delivers high-quality living environments and better outcomes for clients.

8. Human rights

Afford’s rights-based approach to supporting people with disability

Afford operates as a rights-based organisation, embedding human rights into governance, culture, policies and everyday practice. We align our approach with the Universal Declaration of Human Rights and the United Nations Convention on the Rights of Persons with Disabilities, ensuring respect, inclusion, choice, safety and equality are actively upheld. We publicly state our human rights commitments and through learning, performance expectations and zero tolerance for violence, abuse, neglect, exploitation and discrimination. The establishment of a Human Rights Advocate Group, involving clients and employees, strengthens awareness, accountability and action. Together, these measures ensure safeguarding and human rights are central to how Afford operates.

9. Learning and development

Training and development at Afford: building a skilled disability support workforce

Afford has made significant progress in building a strong, strategic learning and development foundation to support high-quality practice and a future-focused workforce. Our core initiatives include establishing consistent practice standards, delivering inclusive digital and in-person learning, and embedding learning into everyday work. The approach recognises diverse learning needs and promotes continuous growth through multiple learning pathways. By fostering a growth mindset and evaluating impact through engagement, retention and quality indicators, Afford is positioning itself as a learning organisation that continuously improves outcomes for clients and employees.

10. Quality, safety and practice

Quality and safety in disability support: how Afford protects and supports clients

Afford has made quality, safeguarding and practice a strategic priority, embedding them at the core of how services are designed and delivered. The organisation has strengthened its foundations through a comprehensive overhaul of policies, procedures and learning, supported by robust quality management, self-assessment and audit frameworks. Safeguarding is approached broadly, grounded in human rights and best practice, and reinforced through improved incident management and transparent feedback and complaints processes. Together, these changes ensure services are safe, person-centred, rights-based and continuously improving, providing reassurance to clients, families and the wider community.

11. Our response to the Disability Royal Commission

Royal Commission findings prompt Afford to make significant positive changes to better safeguard our clients and uphold their rights and choices

Afford undertook significant organisational reform following the findings of the Royal Commission into Violence, Abuse, Neglect and Exploitation of People with Disability and subsequent Federal Court proceedings. The death of a client, Merna Aprem, in 2019 exposed serious failures in systems, governance and practice, resulting in regulatory action and a financial penalty. In response, Afford renewed its Board and executive leadership and initiated a comprehensive transformation across governance, policies and frontline services. These changes were designed to strengthen safeguarding, embed human rights and ensure accountability. We have committed to upholding client safety, dignity, rights and choice as core standards in everyday practice.