#46 - True Inclusion Starts When People Feel Seen And Heard

Real support is not just a service delivered. It’s the moment someone feels safe enough to smile, speak, try, and belong. I’m joined by Lisa Mossman, CEO and founder of Lady Bumblebee Disability Services, to unpack what genuine empowerment looks like in disability support and why the small, human details matter more than most people realise. 

We talk about the values behind “be confident, be creative, be you”, and how creativity, art, and experiences like pet therapy can unlock confidence and emotional expression in ways rigid programs often miss. Lisa also explains why environment matters so much, from sensory rooms designed for calm and regulation to the simple truth that everyone’s “sensory space” looks different. Along the way, we explore what true inclusion means beyond just being present in the community, and how supported social activities can move people from isolation into real connection. 

We also get practical about the NDIS. Lisa shares what families and carers are up against, why the system can feel overwhelming, and how clear guidance and advocacy can stop people from putting support in the too hard basket. We finish with leadership, ethics, and Lisa’s vision for the future, including sensory gardens, expanded spaces, and new ideas like smart home technology that can improve safety and independence. If you care about disability services, trauma-informed support, community participation, and building stronger communities, subscribe, share this conversation, and leave a review so more people can find it.

Transcript

Welcome And Outdoor Setting

Leon Goltsman 0:00

Hello and welcome back to Engaging Conversations. I'm your host, Leon Goltsman, and today's episode is one of those conversations that matters, not just because of what's being delivered, but why it's been delivered. My special guest today is Lisa Mossman, CEO and founder of Lady Bumblebee Disability Services. A values-driven organisation built around connection, creativity, and empowering people to be confident, be creative, and most of all, be themselves. Now, this episode is a little different in that we recorded this conversation outdoors in a natural environment. You may hear the wind, the movement around us, and the space we're in. That's intentional. It reflects the way this conversation unfolded. Open, unfiltered, and grounded in real moments. Because, at its core, what Lisa is doing isn't just ticking boxes or delivering services. It's about creating opportunities for people to feel seen, heard, and genuinely connected. Something that came through clearly as we spoke about her journey, her philosophy, and the impact on both participants and their families. In this episode, we explore the difference between care and true empowerment. How creativity can unlock confidence and expression. Why environment and community matter more than we often realise. And what we can all learn about connection, resilience, and showing up for others. A special thank you to Napean Advanced Rehab, an Allied Health Centre, for supporting conversations like this. And Niaz Cannoth for his continued support of the program. So whether you're a business owner, a community leader, or simply someone who values people, purpose, and stronger communities, settle in. This is a real conversation in a real setting about real impact. So without further ado, let's get into it.

Lisa Mossman 1:56

Good morning. My name is Lisa Mossman from Lady Bumblebee Disability Services. I'm the CEO and founder of the company. We are an NDIS registered provider, and we are located in Toothley Region, and we provide NDIS services to the community across Central Coast and Lake Mac region.

Leon Goltsman 2:17

Well, Lisa, it's wonderful to have you here today. There's a lot of meaning, and uh and we know that meaning is born from personal conviction or lived experience rather than just the business opportunity. What was the catalyst behind creating Lady Bumblebee and what deeper philosophy sits behind the name and brand?

Lisa Mossman 2:34

Okay, so creating Lady Bumblebee is all about family and connection. Um, and it it is about people together and helping people in the community. I myself have been part of an industry of caring for every 15 years, ranging from disability, mental health, residential care, family services. So it's really, really rewarding work. And the catchphrase be confident, be creative, be you also comes from family. My late daughter had a horse who was a crazy Arab horse and its name was Kudir. And whilst this was a fantastic name and a good representation for the business, it was a little bit complex. So when I looked up the meaning, it meant be creative and confident. And then I added the other piece about being you. Now, in NDIS sector, disability and all the work that we do in the community, it is all about that. It's about creating opportunities, it's about being creative and being individualized, and that's where the you part comes in. So we we we like to empower our participants and the people who we we look after to be all of those things.

Leon Goltsman 3:50

So there's a huge significant difference between simply providing care and genuinely empowering someone to live confidently and independently, isn't it?

Care Versus True Empowerment

Creativity That Unlocks Confidence

Lisa Mossman 3:58

Yeah, absolutely. Absolutely. I I feel like we do it because we we're collaborative, we are person-centered, we are trauma-informed, and we do this to ensure that every individual who we work with has an opportunity to have a voice and has good choice and control over the services that we offer them. And we also continue to communicate with them to make sure that we are meeting the needs for their services that we want that we're providing to them.

Leon Goltsman 4:28

Well, you mentioned confidence, right? And uh and creativity is a big part of that. We've seen it. We've seen the capacity to unlock confidence and emotional expression in ways structured programs don't achieve. Now, why is creativity and art such an important part of what you offer and what transformations have you witnessed?

Lisa Mossman 4:48

So the creativity and transformation is very unique and individualized. We empower individuals and we work alongside them to enhance their own abilities. So, for example, we have a I have a participant who, when I first met them, would never talk, never smiled, never looked at me. Um, not that it's all about me, however, with our doggy dates pet therapy that we had recently last year as part of our program, this young person now, leaping with joy, plays tip and tag with another participant, smiling, you know, engages, looks forward to coming to our office space and doing some art. We've done making play-doh and being creative at their home, one of which got I got flower bombed, literally flower all over me. I do have evidence of that. Um, and it's just so enriching. And the inspiration and the that just those warm feelings that even come from the family to acknowledge that having support means more than just being uh a number.

Leon Goltsman 5:56

Yeah, but it's also it's also the physical environment. You know, the physical environment can either heighten anxiety or create calm and safety. Absolutely. Yeah, so um just seeing that, can you explain the thinking behind your sensory space and why environment matters so much for participants?

Lisa Mossman 6:14

Look, the sensory space is a very unique um space. Um, it's a paradigm of wonder, I guess you would say. It's an opportunity for somebody to allow themselves to just be in the moment. You know, opportunity to slow down, to realign their thinking, to take a break. You know, we all know lives can be so busy and there's so much, so many moving parts for everybody in everyday space. So the sensory room really allows that opportunity just to regain oneself. Even you don't have to be there all day. I mean, you could, I guess. I mean, you know, obviously. But um, I think it's just important to have a space where people can do that. It's not just for our participants, it's for staff, it's for families, it's for lots of people. Even someone like you, Leon, could really do with it with some time to just be in a space that's calm and focused. Yeah, all of those things.

Leon Goltsman 7:15

Well, interesting you said that, Lisa, because I, for me, my sensory space is a public park or some well being in my gardens.

Lisa Mossman 7:25

Everybody's calm is different. I mean, and I too have a garden at home, and that's my sensory space. That's my calm. You know, I have a Japanese-inspired garden, I've got lots of beautiful bamboo and lots of beautiful plants. I made my own begoda, like I've got lots of different things that are all about creativity and what that means for me.

Leon Goltsman 7:44

Yeah, so true inclusion isn't just about being present in a community we've found over time.

Lisa Mossman 7:48

Definitely.

Leon Goltsman 7:49

It's about feeling valued and connected with it. Don't you agree?

From Isolation To Community Belonging

Lisa Mossman 7:52

Oh, absolutely. Yes.

Leon Goltsman 7:54

Oh, well, see, you do quite a lot of this with your disability services. How does Lady Bumblebee help participants move from isolation to genuine community participation?

Families, Respite And Real Support

Lisa Mossman 8:04

Well, Leon, just every participant needs to be the centre of the care that that is offered, and we need to make sure that they are involved every step of the way. So recently we have we do have a social night that we do now as well, it's once a month, and one participant we went bowling, and they just had the biggest smile on their face, you know, from side to side, and it's just something that they never really experienced before. So, you know, they're able to make connections, they're able to feel really good about being out in the community, and even being given the opportunity, you know.

Leon Goltsman 8:37

Well, when you give opportunity to the participants, you're also supporting families and carers as well. Absolutely. And so behind every participant, there are often family or carers carrying unseen emotions and practical weight. They don't always tell us about it or you don't always see it, but it's there. Yeah. What impact does your service have on families and carers?

Navigating NDIS With Advocacy

Lisa Mossman 8:59

So families have this sense of an opportunity just to seek a bit of respite. Uh, that knowing that they're their person who we are supporting is going to be cared for and that they're safe, and that we have their best interest at heart, and that we are going to provide a genuine opportunity for them to be able to experience something that they may haven't before.

Leon Goltsman 9:28

And not only that, but navigating the NDIS landscape is a very complex pathway to navigate and can be very overwhelming.

Lisa Mossman 9:36

Yes, you are right. NDIS can be a very complicated process to simplify the journey. When when people come to us and they're they're lost in a space of the NDIS world, there's so many moving parts of that that they have a lack of understanding. Um, and we're a guide and we advocate offering clarity and compassion to how some of those processes work.

Leon Goltsman 9:59

And that's really important because it's almost like the system's designed so people have to jump through hoops to get anything.

Lisa Mossman 10:07

Absolutely.

Leon Goltsman 10:08

And then it goes in the too-hard basket and they think, oh, you know what, this is just too hard. And they give up. And they give up. They do. And it's almost like the system's designed for that. Yeah. I'm not saying deliberately, but it kind of feels that way, doesn't it?

Lisa Mossman 10:19

Definitely, yeah. Look, there are a lot of um families out there who unfortunately don't understand how the NDIS system works, um, and they do get a bit lost in all of that.

Leon Goltsman 10:30

Um and then we see on the other hand, there are people who really do understand how it works, and sometimes you get to see people claiming things that maybe let's just say there's other people more worthy. Do you agree with that as well?

Lisa Mossman 10:45

Look, yeah, definitely. I mean, look, there are a lot of um stories out there with from families where you know they it's pretty obvious that they need some extra supports, but it it's possibly not recognized by um a system that is so complicated for a lot of people, and it can be quite, yeah, it's quite a tricky space for sure.

Ethical Leadership And Standards

Leon Goltsman 11:07

It is. That's why we always need good leadership and responsibility, and that's why we're here. So leading a disability service does carry enormous ethical and emotional responsibility, as we've just covered just now. What does responsible leadership look like in the sector?

Lisa Mossman 11:24

Responsible leadership is about good stuff, culture, safeguarding and maintaining high standards. As a registered NVIS provider, we do follow those guidelines and standards. And it's quite interesting out there because there are some participants who don't really understand how a lot of that operates. Um, so you know, I pride our business in sharing that we do cover all of those things that we are mandated by those legislative standards as well. Yeah.

Leon Goltsman 11:57

Yeah, and it's important to uphold them, and um, and as we've seen, not everyone does, but I I I'm very fortunate that I get to meet a lot of people, uh, yourself included, of course. And it's not always what people say about themselves that matters, it's what other people say and how they respond to what we do. And that's the best feedback. If they keep coming back and referring others, and you feel good about that, you know you're doing something right.

Trusting Staff As You Grow

Lisa Mossman 12:29

And that's why we say, uh Leon, with everything that we do, be confident, be creative, be you. I am. Ladybumblebee.com.au You know, it's interesting. As a business owner, there are moments where I think to myself, do I just need to clone myself so I can do the business the way that I need to do it? However, there's part of you in at different phases of a business journey where you have to learn to let go and that you have to trust in your staff. And knowing that you've chosen those staff to do to do high ethical standards and good practice, and that I can step away knowing and focus on other parts of the business that are really important as well, knowing that they're gonna do a great job. And I do have some amazing staff.

Leon Goltsman 13:15

Well, we just come back from a networking event, and one of the things that I noticed in every company, every business, whether it's a small business or whether it's a massive corporation, there's three components in there that make it work. One is you need a department. I'm gonna say a department or a person, but somebody who sells the product, who does the PR, who gets the sales into the door, right? That's absolutely crucial. The second part is somebody to provide those services that people pay for, whether it's a service or a product, whatever it is. And the third, and that's just as important as the other two, and that is managing the money, running the business, doing the admin. Now, in startups, usually one person does all three. But as you grow, you find out which component you're good at or you want to do.

Lisa Mossman 14:10

Yes.

What Resilience Teaches Mainstream Australia

Leon Goltsman 14:10

And you've got to trust that the other people there will do the other two. Definitely. And in some places you can get away with two, but don't do one. But no, for a business or an organization to succeed, you need to be able to do all three. And so when you mentioned staff, you know, that's what came to mind. Yeah. Because I mean, our programs isn't just about showcasing amazing people who are doing great things in the community, but it's also to give somebody a key takeaway and apply it somewhere else. And I think we're very successful in doing that because the feedback that we've been getting has been very welcoming. Now, if we were to talk about a broader social message, the disability service reflects how society values dignity and human potential. What can mainstream Australia learn from the disability community about resilience and connection?

Lisa Mossman 15:04

The mainstream Australia can learn a lot from the disability community. I think it's really important to, you know, have connection. Without connection, I feel like a lot of people can get lost in the system, right? So take the opportunity when I met you, Leon. You know, we're at a community event, you had your firefighting team there, we spoke, we we worked out that we knew others, and you know, that channel just continues, doesn't it? And one person said to me one time, I saw you on social media, and you're here, and I mean, yes, I am. And then I saw them again at another few events, and they said, You're everywhere, and I said, Yes, I am. And so it continued to evolve, and I think that's the key, right? Continue to show up, continue to be part of something. It's not just about having a product to give or have for somebody, it's about showing up, it's about connection, conversations, it's about opportunities where you can help people in in more ways than beyond people can really dream of.

Leon Goltsman 16:13

Well, I I always look at it like we're a tiny little cog in a in a big wheel, so to speak. So we we all play a part, a tiny little part, but if we all play a little part, then we create something great together, do we not? Absolutely. And this has always been, I think, the strength of good communities is when people turn up, show up, and um speak out when they have to. But the point is to just be involved, yeah, give it a go. Yeah, definitely.

Vision For Growth And Sensory Gardens

Lisa Mossman 16:46

You know that saying, uh, it takes a village to raise a family, right? So it takes a village to raise the community, takes a village to connect the community, I suppose you could say. And there's a lot of moving parts that happen with that, right? So um, you know, when we talk about all these community events and things that are available, it is about lots of people in the community space. Yeah. I mean, I went to an event last year, and I didn't even know there were that many people that lived in the community. It was like, wow, where do they all come from? There was like thousands of people. And you never would ordinarily see them.

Leon Goltsman 17:21

Yeah, well, that's good. They've come out, they've come out to play. Talking about a vision ahead, you're making sustainable impact. And sustainable impact requires vision beyond day-to-day delivery in order for that to happen. Where do you see Lady Bumblebee disability services evolving in the coming years?

Smart Homes, Safety And Prevention

Lisa Mossman 17:42

So it's interesting, Leon, because initially, when we first started, you know, very small, and then we came into a little office, and now we're into a bigger space again, and then the next level: a vision to have a space where we can have our own sensory garden and have several sensory rooms and spaces, and be that be that space where people come to where they belong, an opportunity for them to connect with others and create more meaningful connections for themselves. And they need not walk alone, they can do it together with others. Um, just this morning I met an amazing person who does automated smart homes. Um, he's a new visionary into a space that can change and evolve the way that people live in their homes. And for someone with a disability as well, or someone who just needed a little bit of extra help, this type of service could be uplifting for the people who have this in their space. So, you know, that was really refreshing to meet some someone young who just has a new vision of something that has never been thought of to date. So yeah.

How To Contact Lisa

Leon Goltsman 18:53

Well, it's interesting because when you turn up, as we mentioned just a few minutes ago, turning up means that you're exposed to new ideas, new people, new flavours, new ingredients. Like a breath of fresh air to see things that have been done before but in a different way. So, Luke, the gentleman that you met earlier, is actually um a very inspiring young man. He does a lot of great things, but his vision isn't just to make homes smarter, but also to give people the peace of mind. I mean, I work with Luke, we're both firefighters. So Luke understands how to take precautions and how to prevent fires. But not only that, we've been in buildings together and put fires out. So we know the consequences of what could happen. Yeah. And let me tell you, it's much better to stop the fires from occurring in the first place than it is to have to put them out. But to be able to apply that experience to people with disabilities, and could be senior members of our community, or it could be even baby monitoring, monitoring somebody's infants. I mean, if there are certain ways of preventing things that could end up being tragic, then you know, this is what it's about to be able to keep people safe, safer, longer, and healthier. And you're doing that with your good work, and I think that's very commendable. Now, Lisa, if people wanted to get in contact with you and they wanted to learn more about what you do, but also find out more information on how they can get involved, what's the best way for them to contact you?

Lisa Mossman 20:37

Thank you, Leon. Yes, so the best way to contact us is by phone 0486-050-323 or via our website www.ladybumblebee.com.au.

Leon Goltsman 20:51

Beautiful. Well, I'm gonna have all those details in the show notes. Beautiful. I know.

Lisa Mossman 20:58

Thank you so much for the opportunity today. I'm so I'm so internally grateful.

Leon Goltsman 21:04

And thank you so much for buzzing into my little space here and getting out a really good program. I hope. I'm sure people will appreciate.

Lisa Mossman 21:12

And you know, one thing that people say to me, I meet them, it's it's like this amazing awe. They see bees everywhere. So you too will see bees, won't you? I hope so.

Leon Goltsman 21:22

I hope so. I've I've got a garden at the moment, and let me tell you, right, I've got some cucumbers growing. I know what's it got to do with disability. Hey, it's all connected somehow, right? Absolutely. So here's the thing, right? I still got natural pollinators, but instead of getting, I don't know, 50 cucumbers, which is great because I like to harvest them and give them to neighbours, but the honey bees are the best pollinators for gardens. And so without seeing as many of them this season, I've gone from you know harvesting, say, 50 to maybe four.

Lisa Mossman 21:56

But that's it's not just about the bees in the garden they lean on, it's like There's bee crafting, there's bee key like people see a bee in many, many forms everywhere they go. Whereas before they met me, there was wasn't really on the radar, right? So now, yeah.

Leon Goltsman 22:14

So if I don't see a bee in the next 24 hours, I'm I'm gonna complain. Lisa, thank you so much. I really enjoyed this conversation. Now you can go buy me a coffee. Sounds amazing. You don't have to already have three.

Lisa Mossman 22:27

Yeah, you probably don't need anymore.

Leon Goltsman 22:31

Now that was a conversation I genuinely valued, and I hope you did too. Spending time with Lisa is a reminder that real impact comes from connection, creativity, and simply showing up for the people in a way that truly sees them. My sincere thanks to Lisa for sharing her story and for the tremendous work she continues to do while supporting individuals, families and the broader community. Now before we wrap up, a quick note. There are some exciting changes happening with engaging conversations. We are seeing growing interest from new sponsors and supporters, and over the coming weeks you'll notice additions, improvements, and more value being brought into the program. The next phase is only possible because of the people around us, our community, our supporters and collaborators, and most importantly, you, our listeners and our guests. Every person has a story and we're committed to finding those stories and creating a platform where they can be shared to inform, inspire, and create real impact because some stories simply need to be heard. Now we've got many other great conversations coming up, so stay tuned. And if you have a story worth sharing or know someone else who does, I'd love to hear from you. I'm Leon Goltsman. Until next time, stay connected, stay curious, and let's keep building stronger communities together.