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It's like Tripadvisor for people with disabilities

07 April 2017

Jenna Moffat L Aviva Beecher Kelk R 08 660X440

Jenna Moffat from Clickability has first-hand experience of becoming a champion in her field. Along with co-founder, Aviva Beecher Kelk (both pictured above), Jenna received an investment in her personal development and education through a Westpac Bicentennial Foundation Social Change Fellow back in 2016.

Clickability is an online service directory similar to Tripadvisor for people with disabilities.

What is Clickability?

Clickability is an Australian online disability service directory that features ratings and reviews from the people who actually use the services. Users can find service providers, share their experiences and connect with others about issues that matter to them.

Why does Clickability need to exist?

I tell people about a friend of ours who received a terrible service; he’s a wheelchair user and one night recently a new support worker was sent to help him into bed. This support worker didn’t have the training to support him properly and it just wasn’t safe for him to go to bed. So he didn’t. He stayed in his chair for 27 hours. This isn’t good enough, but it happens all the time. We’re supporting people to share their experiences. There are a lot of great services out there, and they need to be celebrated and heard about. Service providers need to start listening to customers and so we’re providing a place where these new conversations can happen.

You and Aviva are both social workers and have a long history of working with people with a disability. How have your values been embedded in Clickability?  

Every single member of our team believes deeply in our vision of equality in consumer choice and control of disability support services. Everything we do, we do with honesty and a genuine spirit. This comes out in our actions – we’re active in the community and contribute to things that matter to us – like our involvement in the Willing to Work Inquiry. We even coined a term, “relationshipping” – we believe that good relationshipping can change the world and so we put energy and time into all of the interactions we have. Every person who interacts with Clickability is making a difference and we want them to know that!

It sounds like you are building more than simply access to your services, you are building an emotional connection. How are you doing that?

We “walk the walk” and employ people with disability. We want everyone to know the people who sit behind Clickability and so we show pictures and videos of us whenever we can. We get to know our customers well, whether they are a reviewer or a service provider. We listen carefully, ask questions and clarify what they want and need.

We want people to feel ownership over the website. Our customers contribute reviews and content, so they are also responsible for how useful the website is. It becomes everyone’s responsibility to see it succeed and grow! With every interaction, people are investing in its success. And we keep the language throughout the website and in our communications clear, non-jargon, passionate and accessible.

How are you creating loyalty?

Clickability is young, fun and a bit cheeky but we’re also well informed and are getting stuff done. People continue to use our website because they trust us to provide good quality information. We respond to feedback – this includes admitting when we’re wrong, and doing better every time.

Although the NDIS is really exciting, it’s also really scary and daunting; we’re bringing a sense of lightness, energy and optimism which people are responding really well to.

(This is an edited piece, which originally appeared in Probono Australia)