PRS Support

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Leading with Heart: The Inspiring Journey of Nicole Dowsett and PRS Support

After over a decade in the support services sector, Nicole Dowsett and PRS Support have been nominated for the prestigious 2024 Australian Disability Service Awards; Nicole in the category of Most Outstanding CEO/Director, and PRS Support in the Most Outstanding Allied Health Organisation category, celebrating the organisation’s recognised excellence in the disability services sector, and Nicole’s consistently outstanding work as a director in this space.

To understand what makes PRS Support stand out, I sat down with Nicole Dowsett, founder and director of PRS Support, and a driving force behind the successful company culture that enables their select team of dedicated, caring, and experienced professionals to thrive in their often demanding roles. I wanted to learn about the origins of PRS Support and what forms and drives its remarkable culture. It’s after all a culture that has led to PRS Support becoming one of the most recognised and well-regarded names in excellence and quality of care in the NDIS Support Services industry. Given the consistent impact they’ve made on the lives of so many participants and support professionals, it was certainly worthy of further exploration.

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The Humble Beginnings, Foundation, and Growth of PRS Support - A Supportive Journey Towards Better Days

Nicole Dowsett’s journey in the disability services sector began during her university placement at the Spastic Centre in Liverpool. Working at The Spastic Centre opened her eyes to a beautiful reality of the special and precious people that needed support and how immensely fulfilling it was to connect with and support them. It was here that she discovered a deep-rooted passion for supporting individuals with disabilities. “The joy and resilience of the people we support and the wonderful people I work with have always been my inspiration,” Nicole recalls. “Their strength and spirit are truly remarkable and keep me motivated every day.”

After completing her studies, Nicole worked in various roles, including insurance, but she noted the absence of meaning, fulfilment, and caring in these roles. This realisation brought her back to the support industry, where her heart truly lay. In 2013, now a mother of two, with the encouragement and support of her husband David, Nicole founded the beginnings of PRS Support. Initially focusing on workers’ compensation and operating as Pro Rehab Solutions, Nicole was still missing the deeper satisfaction that she had discovered working with and supporting the disabled.

The introduction of the National Disability Insurance Scheme (NDIS) marked a significant shift in her focus towards disability services. Despite the challenges of entering a new sector, Nicole’s commitment to providing quality care and her passion for making a difference together with her husband’s positive support guided the organisation’s successful transition. Nicole recalls how everything led up to a pivotal moment, “David was the one who said, ‘Why don’t you just give it a go? You’re good at what you do and you care about people.’ That was the push I needed!” It was a special time. “I had two little ones at the time. I remember filling out the business registration form balancing my 2 year old on my knee.” There was a lot going on, especially with the obvious demands of motherhood, but her calling and passion to support others as well as the support of David carried her through.

Starting with just Nicole and a close friend conducting the support work and David providing business and administration support in the background, PRS Support has grown steadily and significantly over the years. Now headquartered in Sylvania, Sydney, NSW, the organisation serves a wide region from Gosford and the NSW Central Coast throughout Greater Sydney and the NSW South Coast down to Wollongong and beyond. This growth is a testament to the dedication and hard work of the team, which has now expanded to over 60 staff members.

Leadership and Core Values

Nicole’s leadership approach is grounded, supportive, and focused on others. She considers herself one of the team and leads by example, not wanting to think of herself as a “director” or “boss”. It’s about the people they support, not about themselves. Her caring nature, humility, and focus on fostering a positive and supportive work environment are infectious, and central to PRS Support’s culture of excellence in quality of care and support.

A core aspect of Nicole’s management style is the emphasis on treating staff with the same level of care and respect as participants. This creates a healthy and happy team that can consistently provide a superior standard of support and care. “We want people to say, ‘Look, I’m trying this, and it’s not working. What else can we be doing?’ So it’s just that constant peer support where they can raise an issue if needed,” Nicole explains. “Anybody can call me at any time, and there are no silly questions and we can talk about whatever it is.” This approach to accessibility has cultivated a strong sense of community and mutual support within the team. PRS Support are a team that themselves feel supported. There’s a saying “Hurt people hurt people”, but at PRS Support “Supported people support people”. 

Nicole also emphasises, “People don’t care about how much you know until they know how much you care.” “It’s really just about truly caring.” This approach encapsulates Nicole’s leadership philosophy and the values that drive PRS Support.

Earlier this year, David and Nicole delved into a business value workshop and over several weeks worked to define and codify PRS Support’s official values. It’s worth going over those here:

  • Integrity: Long-lasting honest ethical change.
  • Kindness: Compassion for yourself and others.
  • Influence: Lead and challenge lives to be better.
  • Balance: Be supportive, be supported.
  • Hard working: Self-determination and accountability.

Innovation and Participant-Centred Care

PRS Support’s commitment to a person-centred approach ensures that services are tailored to meet the unique needs of each participant. Nicole’s philosophy emphasises understanding individuals beyond their disability and ensuring personalised interventions. “We take the time to really understand what their needs are,” she says. “And then we’re innovative when it comes to what we do with them, our intervention, because we take the time to understand the stakeholders that are involved.”

Continuous improvement is something Nicole has instilled as a hallmark of PRS Support’s approach and culture. Regular professional development, quality checks, monthly in-services, and peer support systems are in place to ensure the highest level of service. “We quality check everything. Any written communication (excluding emails) is always checked by a team leader before it leaves,” Nicole points out. “Many organisations might do that at the start, but we maintain this practice consistently even with experienced team members. We’re human, that’s the point. We all make mistakes. Quality checking is part of what we do to provide participants with the best support.” This rigorous approach to maintaining standards reflects Nicole’s and PRS Support’s genuinely unwavering commitment to quality over quantity.

Nicole emphasises her deep commitment to doing what’s right, “I’ve always been clear about our priorities. If it ever came down to choosing quantity over quality, I would close our doors. We are here for the participants first, and I stand by that commitment.”

The Importance of Shared Values

At PRS Support, shared values are crucial to the success of the team. People who do not align with the organisation’s values and commitment to supporting others simply do not fit in. “We had to do some hard work at the beginning of the year to sort of clear out some people that didn’t share the same values,” Nicole admits. This process, while challenging, has resulted in a healthy and supportive team dedicated to providing the best possible care to participants.

This culture of support and shared values has been maintained and nurtured over many years, making PRS Support a working model of a supportive culture. “Get Supported – Be Supported” is more than just a tagline; it’s a guiding principle that shapes the way the organisation operates. The goal is also that the success of this model will serve as an example to the industry of how things can be done right when driven by genuine care and a commitment to doing the right thing.

Meaningful Achievements and Future Goals

Nicole takes immense joy in the achievements of PRS Support and its dedicated team. The positive work environment and culture of support and continuous improvement have been key to their success. She is grateful for the leadership team, and for what they stand for. The organisation’s growth and impact in the disability services sector are a testament to their hard work and dedication.

Looking ahead, Nicole is excited about the future of PRS Support. The organisation’s commitment to putting participants’ needs first and fostering a supportive team environment positions them for continued success and growth. “We just keep going from strength to strength,” Nicole says with confidence.

Celebrating Exceptional Leadership in NDIS Support: Testimonials on the Impact of Nicole Dowsett and PRS Support’s Influence and Leadership.

The remarkable work of PRS Support and Nicole Dowsett’s leadership is beautifully captured in the words of Valencia Salcedo Correa, a Team Leader and Registered Psychologist at PRS Support:

“Nicole Dowsett, the founder of PRS Support Services, has led the company through over 10 years of excellence in the industry. She established the company after firsthand experience working directly with participants, driven by a desire to provide further support and expand her services into the NDIS sector. I have had the pleasure of being part of the journey for the last 3 years, starting as a Provisional Psychologist to now being a Registered Psychologist and Team Leader within the company. Throughout my time at PRS, I have worked closely with Nicole and noted her warm and supportive nature. She provides flexibility within the work role, promoting a healthy work-life balance, and supports individual professional development. Completing my provisional internship while working full-time would have been much harder without her understanding and support.

Nicole’s dedication to providing the best level of care to our participants is evident in her continuous efforts to review policies, service provision, and report templates to ensure a person-centred approach. I will never forget Nicole’s words during my initial interview, which she continues to repeat in meetings: ‘I always want quality over quantity within employees, as our participants come first.’ This demonstrated the core values of PRS Support and why it is a company I wanted to be a part of. Nicole is the driving force ensuring that we provide high-quality services based on NDIS policies. Her caring nature has also led to training in vicarious trauma, ensuring her team engages in self-care to be the best practitioners for our participants. This level of dedication and hard work is the reason I’m providing this testimonial for Nicole.”

Shannon Mahoni, a colleague at PRS Support, highlights Nicole’s remarkable ability to foster a culture of respect and empathy within the organisation:

“Nicole encourages open communication, values input from all team members, and ensures that everyone feels heard and appreciated. Her inclusive and collaborative leadership style brings out the best in those she works with. Nicole provides flexibility within the work role, promoting a healthy work-life balance, and supports individual professional development. Her caring nature and commitment to quality over quantity ensure we are providing the best level of care to our participants.”

Nicole’s deep understanding of the challenges faced by individuals with disabilities creates a supportive workplace environment where clinicians can thrive and collaborate with participants to achieve positive outcomes. Her exceptional leadership and genuine kindness make her a true role model for all who have the privilege of working alongside her.

Change Lives The Supported Way

Get Supported - Be Supported

The nominations of PRS Support for the Most Outstanding Allied Health Organisation and Nicole Dowsett for the Most Outstanding CEO/Director in the 2024 Australian Disability Service Awards are well-deserved recognitions of their excellence in service delivery and leadership. Nicole Dowsett’s inspiring journey and her team’s dedication are pivotal to the success of PRS Support. Their commitment to putting participants’ needs first and creating a supportive and caring work environment sets them apart in the industry. They hope that their successful approach will inspire and motivate others in the industry to follow suit, raising standards and improving outcomes for everyone involved.

For more information about PRS Support, our services or career opportunities visit the PRS Support website and sign up to our newsletters. Follow PRS Support on social media for updates and insights into our ongoing work and achievements.

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