Customer Stories

Chloe’s role at Roar Agency focuses on operational excellence. Her goal is to establish robust processes and policies that empower support workers and the service delivery team. 

From Dropbox to CentroQMS

Roar Agency recognised the importance of having robust policies and procedures but lacked the time and resources to develop them fully. Their existing processes and documents were housed in Dropbox, where support workers struggled to find the right path. Chloe shares, “We just had all our folders in Dropbox; basic things like risk assessments. But the gap was reviewing them and aligning them with the NDIS standards – you really must have higher-level thinking.” 

Towards the end of 2022, during a reflective business review with their business coach, Roar Agency faced a pivotal question: How could they bridge the compliance gap effectively? Chloe shared how they needed a solution that would empower their support workers, making compliance a natural part of their daily routines. 

Roar Agency bypassed other options and reached out directly to Centro. This decision came after searching for quality management systems and reading reviews of Centro on various discussion forums to gauge others’ experiences. They met with the Centro team for a CentroQMS demo and soon decided that the product aligned with Roar Agency’s needs. 

Implementation: A Staged Approach 

Roar Agency rolled out Centro thoughtfully. Chloe explains, “We really involved support workers in its rollout. We’ve got a lot of head office staff who have been in the industry for a long time, and we all want to be compliant.” Roar Agency’s support workers delved into specific sections of CentroQMS, consuming policies and procedures, using tests to ensure comprehension. They actively sought feedback throughout implementation; if something seemed unclear, they encouraged their staff to reach out, making CentroQMS a collaborative effort. Roar Agency did their homework, wanting policies and processes to truly reflect their business and its practices.