Reimagining Disability Services with Heart and Accountability: The Novella Support Journey

NATIONWIDE - OCTOBER 2025 - (USAnews.com) — At Novella Support, every person’s story matters. This belief is at the core of why the organization exists and what sets it apart in a sector that is often defined by compliance, not compassion. Novella was founded with a vision to bridge the gap between the fragmented support system and the real human need for dignity, safety, and growth.

Scott Archer, the director of Novella Support, saw firsthand the issues that were being ignored in the disability sector. “Too often, participants felt like numbers in a system,” he explains. “Support was driven by spreadsheets, not by the genuine connections we believe every person deserves.” The system was broken. People weren’t receiving the empathetic care they needed, and the workers who were trying to help were feeling unsupported, too.

In response to this, Novella Support was born. The idea wasn’t just to provide another disability service provider, but to offer something different, something that prioritized culture, communication, and accountability. It wasn’t about just doing things differently; it was about doing them better.

When the team at Novella started out, they didn’t begin with a traditional business plan. They began with a vision: a place where culture comes first, where every decision, from top to bottom, is made with dignity, safety, and growth at the forefront. For them, accountability isn’t just a buzzword, it’s an essential part of care.

“Accountability is about care,” says Archer. “It’s about making sure everyone involved is invested in the outcomes, whether it’s the support worker, the families, or the participants themselves. When we all take ownership of our part in the journey, the results speak for themselves.”

Novella Support does things differently. They place a strong emphasis on consistent, person-centred support, with no shortcuts and no last-minute changes. Honest communication isn’t just a policy, it’s a daily practice. Whether it’s between families, coordinators, or participants, Novella ensures everyone is on the same page.

But what truly sets Novella apart is the culture that underpins everything they do. Novella Support understands that a thriving workplace results in a thriving support system. Their team is not just supported in their work but empowered to grow personally and professionally. The organization invests in its team’s well-being with confidence-building activities and leadership sessions, because they know that an empowered team creates empowered participants.

“Empowerment isn’t just about the support we give,  it’s about the environment we create for both staff and participants,” Archer explains. “When we foster a culture of trust, the benefits extend far beyond the immediate needs of the people we support.”

This commitment to the team’s well-being has created a workplace where staff genuinely enjoy coming to work, and that joy flows directly into their work with participants. The relationships that develop from this joyful atmosphere are based on trust, transparency, and, ultimately, real growth, both for the support workers and the people they care for.

Accountability with heart is the hallmark of Novella’s approach. This means being transparent with both participants and with themselves. It’s about following through, taking responsibility, and using feedback not as a means of blame but as a tool for improvement. Their processes are designed to be clear and consistent, and the results speak volumes.

“We embrace technology, quality assurance, and continuous improvement,” says Archer. “But we always remember that behind the systems, the policies, and the data, there’s a human story. That’s what matters most to us.”

This approach has allowed Novella Support to stand out in the disability sector. By consistently going above and beyond, they have earned the trust of families and participants, becoming a leading provider for individuals with high complex behavioral needs in New South Wales. Their focus on individualized care and person-centered services has made a tangible impact, enabling participants to achieve growth and opportunities they never had before.

Looking forward, Novella Support is not just about providing a service, it’s about creating a movement within the disability care sector. They are reimagining what care can look like by making it ethical, empowering, and human. Archer and the team are on a mission to rebuild trust, both within the industry and with the individuals they support.

“It’s about more than just care,” says Archer. “It’s about doing the right thing, even when no one is watching. We’ve built a team that believes in what we do and is dedicated to improving the lives of the people we support. We’re committed to building something that lasts, a community, a culture, and a future that’s built on care and accountability.”

At Novella, every participant's story is valued, and every support worker’s efforts are recognized. They continue to provide life-changing opportunities for individuals who might have been turned away by other providers. Their team is committed to seeing people not as their diagnosis but as individuals with hopes, dreams, and the potential to grow.

If you are looking for a disability support provider who genuinely cares about people, you need look no further than Novella Support. To learn more about how they are making a difference in the lives of individuals with complex needs, visit their website. You can also follow their work on Facebook and Instagram for updates and insights into their ongoing mission.

Scott Archer
Director

Because at Novella, every person deserves not just support, but a story worth telling.