genU champions a more human future for the NDIS

As the disability sector navigates one of the most significant periods of reform in the history of the National Disability Insurance Scheme (NDIS), genU's Claire Moody, National Manager Client Experience & Practice, delivered a powerful presentation at the NDIS Providers Summit 2026 in Sydney, challenging providers to keep people at the centre of every decision they make. 

Bringing together sector leaders, policymakers and practitioners from across Australia, the summit focused on helping providers adapt to major reforms, changing funding structures and increasing expectations around quality, accountability and participant outcomes. 

In her presentation, ‘People Before Process’, Moody delivered a timely reminder that while systems, regulations and funding models may evolve, the purpose of the disability sector remains unchanged. 

"We risk becoming so focused on the system and the processes we build to sustain it that we lose sight of why it exists," Moody said.

Drawing on genU's 70-plus year history, Moody reflected on the organisation's humble local beginnings in Geelong, when a group of determined parents refused to accept limited opportunities for their children with disability. That belief in possibility, choice and inclusion continues to shape genU's approach today. 

Throughout the presentation, Moody highlighted the stories of people supported by genU, including Simon, Tyler and Linda, demonstrating how successful support is measured not by services delivered, but by outcomes achieved.

"The goal was not housing, the goal was home, contribution, rhythm, choice and life." Moody explained 

That distinction underpins genU's response to sector reform. Rather than viewing participants through funding categories or service types, the organisation has focused on creating a nationally consistent, person-centred approach that follows the individual, regardless of where they live or which supports they access. 

Moody outlined genU's evolving practice model, designed to ensure every person experiences the same commitment to quality, advocacy, rights and meaningful outcomes. Initiatives including My genU, My Way, My Support Plan, My Voice and strengthened practice leadership frameworks have been developed to create greater consistency while preserving individuality. 

Importantly, she argued that compliance and quality standards should be viewed as the foundation of service delivery, not the end goal. 

"Compliance matters. Quality matters. Performance matters, but compliance is the foundation, not the destination." Moody said.

A key theme throughout the presentation was leadership. Moody challenged providers to resist the many distractions facing the sector, including workforce shortages, compliance pressures, funding constraints and policy uncertainty, and instead remain disciplined in their focus on the outcomes people want from their lives. 

She also emphasised the importance of listening to participants in ways that go beyond consultation. 

"The measure of client voice is not whether it is heard. It is whether it changes anything."

As the NDIS continues its transition from growth to sustainability and outcomes-based accountability, Moody said trust will become one of the sector's most valuable assets. 

In her closing remarks, she left delegates with a simple but powerful challenge: "Can we build organisations that are sustainable without becoming less human?" 

For genU, the answer lies in continuing to invest in person-centred practice, strong leadership and genuine advocacy, ensuring that regardless of how the system changes, people remain at the heart of every decision. 

Because, as Moody reminded the audience, person-centred support is not a program. It is a way of seeing people.

As the NDIS continues its transition from growth to sustainability and outcomes-based accountability, Moody said trust will become one of the sector's most valuable assets. 

In her closing remarks, she left delegates with a simple but powerful challenge: 

"Can we build organisations that are sustainable without becoming less human?" 

For genU, the answer lies in continuing to invest in person-centred practice, strong leadership and genuine advocacy, ensuring that regardless of how the system changes, people remain at the heart of every decision. 

Because, as Moody reminded the audience, person-centred support is not a program. It is a way of seeing people.