Hayley has seen the sector evolve from resume-writing and basic job placement to a system increasingly focused on inclusion, employer partnerships, mental health, technology and long-term career pathways. Now, alongside GM Karen, she’s helping implement Inclusive Employment Australia and navigate the biggest employment reform in years.
From DES to Inclusive Employment Australia: An outlook for the future of employment support
Twenty years ago, Hayley walked into her first day at Ability Options with a simple challenge: turn a handwritten scrap of paper into a professional résumé. She couldn’t have known that small task would be the beginning of a career helping countless people take their next step toward employment, independence and confidence.
Over this time, she has witnessed dramatic shifts in the employment landscape. Technology has transformed the way people search for work, conversations around mental health have become more open, employers are increasingly recognising the value of diverse workforces, and more people with disability are accessing mainstream employment opportunities than ever before.
But while the systems, programs and policies have changed, one thing has remained constant.
“The goal has always been about people,” says Hayley, “It’s about helping someone see what’s possible and supporting them to reach it”.
A sector in transition
Employment services in Australia have entered a new era with the implementation of Inclusive Employment Australia, a program designed to deliver tailored support to people with disabilities, injuries, or health conditions to prepare for, find and maintain meaningful work.
“Inclusive Employment Australia gives us the opportunity to focus on people, not processes. That’s exciting because it means we can create more meaningful employment pathways and lasting outcomes for every participant,” says Hayley.
“One of the biggest misconceptions about employment support is that it’s simply about finding someone a job. In reality, it’s about building confidence, identifying strengths, overcoming barriers and creating sustainable careers. The employment outcome is important, but the journey to get there is often where the biggest transformation happens.
“People often think employment support starts and ends with a placement. What many don’t see is the coaching, encouragement, advocacy and relationship-building that happens behind the scenes to help someone believe in themselves and succeed long term.”
Reforms underway in the employment sector are marking significant change, driving providers to shift away “one-size-fits-all” models in order to connect people to the right support pathways at the right time, and improve avenues to individual goals.
For Ability Options, the reform represents more than a new program. It is an opportunity to build on decades of experience while responding to the changing needs of job seekers and employers.
According to Karen, General Manager – Employment and Specialist Services, the shift reflects a broader movement towards more personalised and inclusive employment support.
“People want more than a job. They want sustainable careers, meaningful opportunities and workplaces where they feel they belong. That’s where we see the future of employment services heading,” she says.
What employers are telling us
One of the biggest changes Hayley has observed is the shift in employer attitudes.
“There was a time when conversations centred around limitations,” she says. “Today, more employers are looking at strengths, capability and the value a diverse workforce brings.”
Across Sydney and the Macarthur region, Ability Options is working with businesses that recognise inclusive hiring as both a social and business opportunity.
Karen says employers are increasingly seeking guidance on how to create accessible workplaces, support employee wellbeing and build cultures where people can thrive.
“The employers who do this well understand that inclusion isn’t a program or a policy,” she says.
“It’s part of how they operate.”
Success looks different today
For many people, employment is about much more than a pay cheque.
Hayley recalls meeting a new participant who became emotional within minutes of their first conversation. The trust she placed in her highlighted something employment professionals see every day: work is deeply connected to confidence, identity and hope.
Success can be securing a new role. It can be completing training, earning a qualification or attending appointments consistently after months of isolation. It can simply be believing in yourself again.
“Every person defines success differently,” says Hayley. “Our role is to walk alongside them and help turn those goals into reality.”
Looking towards 2030
As Ability Options expands its employment services across new regions and continues building its Inclusive Employment Australia team, both Hayley and Karen are optimistic about the future.
Technology, flexible working arrangements and growing awareness around workplace inclusion are creating new opportunities for people who may have previously faced barriers to employment. At the same time, strong partnerships between providers, employers and communities will remain essential.
For Hayley, the future is ultimately about creating more pathways, more opportunities and more success stories.
After more than 20 years in the sector, the reason she gets out of bed each morning remains unchanged.
“It’s still about that moment when someone realises they’re capable of more than they thought. You never get tired of seeing that.”
Hayley Cremona
