Mardi Finlay Consultancy and Support Services

12/01/2026

This support is available now or whenever the time is right.
We are thinking of anyone impacted by these fires already as well as those who are in their path today.
If the smell of smoke and hot winds have brought up painful memories or anxiety from past bushfires for you, talking it through can help.
Simply take this flyer to your GP and ask for a mental health treatment plan and referral to Rural Health Connect
https://ruralhealthconnect.com.au/assets/RHC-client-flyer-V06.pdf

08/01/2026

What are you proud of but don’t say out loud?

What do you carry quietly?

What makes you feel most like yourself when no one’s watching?

27/11/2025

Quality Case Notes: The Backbone of Effective Support

As we continue exploring the foundations of a strong document management system, it becomes clear that case notes deserve a focused conversation of their own. They are one of the most frequently used documentation tools in disability and community services, yet often the most vulnerable to inconsistency. When case notes are clear, factual, and purposeful, they form a reliable record that strengthens safety, coordination, and accountability. When they aren’t, important details can be lost, misinterpreted, or overlooked.

Both the NDIS Practice Standards and the AASW Ethical Guideline – Case Note Recording highlight the importance of accurate, timely, objective documentation. These are not merely suggestions—they are industry expectations designed to uphold quality and protect the people we support.

Quality case notes are not about writing more—they’re about writing well.

Below are the core elements I consider essential for case notes that genuinely strengthen a service.

1. Objective, Accurate, and Relevant Information

The AASW Ethical Guideline is very clear: case notes must be objective, factual, and free from subjective or emotional language. They should distinguish clearly between observation and opinion, and any professional interpretation must be linked to evidence, theory, or context—not assumptions.

Similarly, the NDIS Practice Standards – Provision of Supports require providers to maintain accurate and complete records that reflect what actually occurred. This includes describing actions taken, the participant’s responses, and any immediate risks or concerns.

Objective writing supports transparency and provides a defensible record during incident reviews, audits, and future planning.

2. Timeliness and Consistency

NDIS record-keeping requirements emphasise that notes should be completed as soon as possible after an event. Timeliness reduces memory gaps, ensures accuracy, and supports continuity across staff and shifts.

The NDIS Practice Standards – Information Management also require that documentation be kept up to date and consistently maintained. A consistent approach—across workers, locations, and shifts—creates a coherent narrative that helps the whole team understand the participant’s current needs, progress, and risks.

Timeliness and consistency aren’t just administrative habits—they are quality and safety indicators.

3. Clear Purpose and Structured Formatting

The AASW guidelines recommend that case notes clearly reflect the purpose of the service and the relevance of the information recorded.

Each entry should make it obvious why the note exists and how it relates to the participant’s goals, support plan, or safety.

The NDIS further supports this through its “documentation by support type” guidance, which encourages structured recording and clear links to support delivery. Using structured prompts—such as What happened? What action was taken? What follow-up is required?—helps maintain clarity and reduces variability between workers.

Structured formatting helps teams interpret information quickly and reduces the risk of miscommunication.

4. Integrated Follow-Up and Review Processes

Case notes do not exist in isolation. The NDIS Incident Management and Reportable Incidents guidelines require providers to maintain detailed records of follow-up actions, reviews, and outcomes, ensuring concerns are not only recorded but acted on.

The AASW guidelines similarly highlight the importance of linking case notes to ongoing planning, assessment, and professional accountability.

Quality documentation systems should include:

*Routine review of case notes,

*Processes for identifying patterns or concerns,

*Escalation pathways for risk,

*Integration with care plans, safety planning, or supervision.

When follow-up is built into the system, documentation becomes a tool for action—not merely a record.

Strong case notes support safer, more coordinated care, but they also respect the person at the centre of the documentation. They demonstrate that we are paying attention, monitoring changes, and responding with intention—aligned with the ethical and regulatory expectations of our sector.

If your organisation would benefit from improving case note practices or embedding stronger review and audit processes, I’m available to support through training, system development, or documentation review

26/11/2025

Building a Quality Document Management System: The Essential Elements

Following on from my earlier reflections about the quiet power of documentation in disability support, it’s worth looking more closely at what actually makes a document management system effective. Good intentions alone aren’t enough—systems need structure, clarity, and ongoing attention if they’re going to truly support safe and consistent practice.

Over the years, I’ve seen that the services with the strongest documentation outcomes tend to have a few essential elements firmly in place.

1. Clear Structure and Standardisation

A quality system begins with predictable, consistent structure. This includes standardised templates, logical file pathways, naming conventions, and clear expectations around where information goes and how it should look. When documentation is organised in the same way across the service, workers spend less time searching and more time supporting.

2. Accurate, Timely, and Relevant Information

No system is effective if the information inside it is outdated or incomplete. Records need to be updated as support needs change, incidents occur, or plans evolve. Timely documentation ensures decisions are informed by what is currently happening in a person’s life, not what was happening weeks or months ago. This accuracy strengthens safeguarding, planning, and team communication.

3. Secure Access and Controlled Sharing

Confidentiality and privacy are core responsibilities in disability and community services. A strong document management system clearly defines who can access what, why, and when. Secure storage—digital or physical—protects sensitive information while still enabling authorised staff to retrieve what they need without unnecessary barriers.

4. Ongoing Monitoring and Review

Perhaps the most overlooked element is continuous oversight. Even the best-designed systems can drift without regular review. Monitoring helps identify gaps, outdated documents, inconsistent practices, or areas of risk. Periodic audits, staff feedback, and system checks ensure that documentation remains accurate, compliant, and aligned with the evolving needs of the organisation and the people it supports.

When these elements come together, documentation becomes more than a compliance task—it becomes an active, living system that supports quality, safety, and clarity across the service.

If you’d like guidance in building or reviewing your own document management processes, I’m always happy to assist.

24/11/2025

The Quiet Power of Quality Document Management in community services.

In disability support and community services, so much of our work is built on human connection—listening, noticing, supporting, and advocating. Yet behind every meaningful interaction sits something far less glamorous but absolutely essential: good document management. Over the years, I’ve learned that the way we organise information isn’t just an administrative task; it’s a foundation for trust, safety, and dignity.

Here are the three reasons in my opinion are most essential:

1. Consistency of Care.

Clear, accurate documentation ensures that everyone involved in a person’s support understands their needs, preferences, and goals. When information is easy to access and reliably updated, support becomes smoother, more consistent, and more person-centred. People feel seen because their story is there for the team to understand.

2. Protecting Rights and Safeguarding Wellbeing.

Thorough records help safeguard both the people we support and the workers providing that support. They provide transparency, accountability, and a trail of important decisions. Quality documentation means concerns are followed up, incidents are properly reviewed, and risks are managed with care—not guesswork.

3. Reducing Stress and Increasing Confidence for Everyone.

There’s a quiet relief that comes from knowing where information is, how to find it, and that it’s accurate. Good document management reduces frustration, prevents errors, and supports teams to do their best work. It frees up emotional and mental energy so we can focus more deeply on the people in front of us.

In many ways, document management may feel like the “backstage” of disability support—but it’s often where the true stability of a service is built.

If you’d like support improving your own systems or strengthening your organisation’s document practices, you’re welcome to reach out to me at any time. I’m here to help.

22/11/2025

19/11/2025

✨ Nothing beats the joy of seeing growth in action! I recently supported a provider with a file audit to help strengthen their service quality—and the improvements their team has made are incredible. Watching their commitment to excellence shine through is exactly why I love what I do 💙

Send a message to learn more

20/10/2025

Whilst I've been busy with other projects recently I realise I've not been as present here in this space and communities so please allow me to reintroduce myself.

Flexible Consultancy Support for Community & Disability Services

Hi 👋

I am Mardi and I am the owner and operator of Mardi Finlay Consultancy and Support Services.

Following 35 years working as a Community Service Leader(primarily leading Disability and Youth & Family support programs) I became an independent consultant in 2023.

Since then I have been able to walk beside many workers and businesses providing short-term and flexible support to organisations in the community services and disability sector.

I completely understand how busy quality service provision can get, so my focus is on making life easier for providers by offering:

• Short-term consultancy – help when you need it, with no lock-in contracts.
• Flexible fees – tailored to the skills and support required.
• Recruitment assistance – from attracting to onboarding the right people.
• Policy and procedure support – proofreading, refining, or developing clear and compliant documents.
• Staff Supervision and Development. Giving your team the support, guidance and tools they need to grow in their roles amd deliver their best work.

Think of it as having an extra set of hands (and decades of experience) you can call on when things get busy, without the overhead of a long-term hire.

I’d love to hear a bit about your organisation and see if there’s a way I can support yourself and your team.

Thanks for reading this far and i hope that your business continues to grow and support others to make dreams come true,

Warm regards,
Mardi Finlay
Mardi Finlay Consultancy Services

30/09/2025

Coffee, lunch, ocean views and long conversations to wake up the heart and soul.
Such a beautiful day.

How was your day?

28/09/2025

Happy Sunday Friends.

This past month has been filled with inspiring conversations and meaningful connections. ✨

I’m grateful for the opportunity to meet, learn from, and share ideas with so many passionate and driven people. These moments remind me of the real value in building connections — they spark fresh thinking, open new possibilities, and strengthen the communities we’re part of.

Thank you to everyone who made this month so damn engaging and energising — I’m looking forward to what these connections grow into. 🌱

Thank you

17/09/2025

I love robust and reflective conversations with services about what ethical practice in real life looks like and how we keep our most vulnerable safe.

16/09/2025

💸 The Cost of Poor Recruitment – Why Tailored Recruitment Matters in Disability & Community Services

In our sector, the right people aren’t just filling roles or bums on seats—they are the people that have the potential to shape lives. A poor hiring decision can impact your participants goals, your organisation’s culture, service quality, and financial stability.

3 key reasons tailored recruitment is essential:
1️⃣ Quality of Care – The right match ensures clients receive consistent, person-centred support.
2️⃣ Team Cohesion – A good fit reduces conflict, builds trust, and strengthens workplace culture.
3️⃣ Reduced Turnover Costs – Recruiting the right person first time saves time, money, and training resources.
At Mardi Finlay Consultancy, we can assist with:
✔ Tailored recruitment processes that reflect your organisation’s values.
✔ Support in refining role descriptions, interviews, and induction frameworks.

✅ Let me help you build a team that’s skilled, committed, and aligned with your mission.
📩 mardifinlaycoordination@gmail.com | 📞 0438 547 790


Pic taken during a recent trip....it's true right? Let's always reach for great. A new motto to work by.