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Disabled Wintersport Australia Ross House, 247-251 Flinders Lane, Melbourne, VIC 3000 disabledwintersport.com.au
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Operations Report Winter 2018
Disabled Wintersport Australia Ross House, 247-251 Flinders Lane, Melbourne, VIC 3000 disabledwintersport.com.au
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Contents Membership ............................................................................................................................................ 2
Overall Membership ........................................................................................................................... 2
Disability Types ................................................................................................................................... 3
Gender ................................................................................................................................................ 4
Geographic Distribution ...................................................................................................................... 5
Managed Camps Program ....................................................................................................................... 6
Program categories ......................................................................................................................... 6
2018 Managed Camps Schedule ......................................................................................................... 7
Managed Camps Participation ............................................................................................................ 9
Summary ......................................................................................................................................... 9
Resort Services Program ....................................................................................................................... 10
Statistical Summary .......................................................................................................................... 10
Individual Alpine Resort Summary .................................................................................................... 11
Falls Creek ..................................................................................................................................... 11
Mt Buller ....................................................................................................................................... 11
Mt Hotham .................................................................................................................................... 11
Perisher ......................................................................................................................................... 12
Thredbo ......................................................................................................................................... 12
Resort Services Program Summary ............................................................................................... 13
Guide Requests ................................................................................................................................. 14
Equipment Requests ......................................................................................................................... 15
Surveys .................................................................................................................................................. 16
Guide Feedback................................................................................................................................. 16
Engagement with DWA ................................................................................................................. 16
Performance of DWA ........................................................................................................................ 17
Resort Services Program ................................................................................................................... 18
Managed Camps Program ............................................................................................................. 19
Member Feedback ............................................................................................................................ 22
Engagement with DWA ................................................................................................................. 22
Performance of DWA .................................................................................................................... 23
Resort Services Program ............................................................................................................... 24
Managed Camps Program ............................................................................................................. 26
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Membership
The 2018 season saw membership grow to 1,164 members, as recorded 12th October 2018. This
growth helped drive a successful season which saw record numbers of members on snow, which will
be outlined in the Managed Camps Program and Resort Services Program sections. The below
information will illustrate changes in membership patterns and provide a temporal understanding of
how changes have occurred in this growth.
Overall Membership
Year Membership Percentage of
previous season
2011 704 *
2012 742 105%
2013 762 103%
2014 912 120%
2015 957 105%
2016 939 98%
2017 1098 117%
2018 1164 106%
Total Life
member
Life Member
Associate
Honourary APSI
Associate member
Individual
member
Associate
member
% of total
membership
Age
0 - 9 114 0 0 0 109 2 9.9%
10 – 19 315 0 0 0 305 12 27.4%
20 – 29 193 0 0 3 145 48 16.8%
30 – 39 155 0 0 3 93 61 13.5%
40 – 49 149 0 1 1 79 68 12.9%
50 – 59 134 0 2 0 71 63 11.6%
60+ 75 2 11 2 29 43 6.5%
Gender Male 738 2 12 6 545 169 63.4%
Female 426 0 2 3 285 128 36.6%
State
ACT 46 0 1 1 28 16 4.0%
NSW 535 1 8 5 415 106 46.5%
NT 0 0 0 0 0 0 0.0%
QLD 62 0 0 0 50 12 5.4%
SA 24 0 1 1 17 5 2.1%
TAS 8 0 0 0 6 2 0.7%
VIC 458 1 4 2 296 155 39.8%
WA 17 0 0 0 17 0 1.5%
Other 1 0 0 0 1 0 0.1%
Total 1164 2 14 9 830 308 % of total
membership 0.2% 1.2% 0.8% 72.1% 25.7%
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Overall growth has been promising with movement towards more even geographic and gender
distribution becoming evident within the overall population. However, the DWA board should
consider the gender representation for recognised Life Members, relative to our overall membership
ratio.
Disability Types When individual members apply for membership they must provide details of the disabilities they
have. These disabilities have been broken down into five broad categories: physical, intellectual,
developmental, sensory, and diseases and disorders. Many members have multiple disabilities so are
included in multiple categories.
Disability types 2015 2016 2017 2018
Physical disability 295 265 311 312
Intellectual disability 158 148 151 142
Developmental disability 239 222 346 375
Sensory disability 117 132 141 163
Diseases and disorders 88 82 102 111
Other 341
600
700
800
900
1000
1100
1200
2011 2012 2013 2014 2015 2016 2017 2018
Membership
Membership category 2011 2012 2013 2014 2015 2016 2017 2018
Individual Member 561 579 572 650 684 703 818 830
Associate Member 143 163 190 227 238 203 263 308
Life Member NA NA NA 21 21 21 15 16
APSI Honourary Associate Member NA NA NA 14 14 10 2 9
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The 2018 season continues to show that the emerging market for DWA is individuals with
developmental disabilities. As this area grows, DWA and its stakeholders will have to ensure that
appropriate empathy training becomes a significant portion of the associated training for guides and
both internal and external staff.
Gender The 2018 season has shown a return to the trend of having a more even distribution of female and
male members within DWA. The gender distribution is now 36.6% female, the second highest ratio
after 2016, which is still shy 7% of the industry average.
To continue to promote women’s participation in DWA during the 2019 season, the Women’s Camp
will take one of the prime spots and will move from being 2 days to a 3-day camp. This will hopefully
improve overall participation and show DWA support for female athletes on snow.
Gender 2011 2012 2013 2014 2015 2016 2017 2018
Male 459 510 516 597 619 589 710 738
Female 245 232 246 315 338 350 388 426
0
50
100
150
200
250
300
350
400
Physical disability Intellectualdisability
Developmentaldisability
Sensory disability Diseases anddisorders
Other
Member Disability Identification
2015 2016 2017 2018
Male Female
2018 Gender Distribution
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Geographic Distribution
The table below shows how membership distribution is changing annually within Australia. Most
states have grown by a small amount, with relative stagnation in some areas. However, NSW and VIC
have changed trends for the first time. NSW has seen a small drop in numbers, which will be shown
to contrast drastically with the behaviour at the NSW hills. However, VIC has continued to grow
substantially, with over 10% growth on 2017
State 2011 2012 2013 2014 2015 2016 2017 2018
ACT 0 0 25 29 31 39 40 46
NSW 321 340 353 408 438 433 546 535
NT 1 1 0 0 0 0 0 0
QLD 50 46 43 44 50 54 55 62
TAS 4 4 5 5 6 7 24 24
SA 12 17 11 16 12 15 8 8
VIC 258 291 297 376 386 366 405 458
WA 9 8 9 16 9 12 16 17
Other 49 36 19 18 25 11 4 1
VIC NSW ACT QLD SA TAS WA
2018 Member Geographic Distribution
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Managed Camps Program The 2018 managed members and organisation camps program ran across four of the resorts within
which DWA operates, while all resorts engaged in the training and education program. The various
types of programs are outline below, all of which serve a separate purpose in furthering different
element of DWA’s goals.
One camp, the cross-country camp, was unfortunately cancelled during the 2018 season. This camp
will be reviewed for the 2019 season and we will look to target it at a specific group and make cross-
country skiing more readily available on a broader range of camps programs.
Program categories
Training and Education Program
A Training and Education Program provided to guides to improve assistance to members.
Organisation Program
A Managed Sport Program developed and organised for a specific stakeholder group, such as
disability organisations. Participants must also be members of DWA. DWA provides and organises
accommodation, lift passes, equipment, guides, program coordination and transport (Falls Creek
only).
Member Program
A Managed Sport Program open to individual members of DWA. Some programs target specific
demographics or disciplines, while others are open to all members. DWA provides and organises
accommodation, lift passes, equipment, guides, program coordination and transport (Falls Creek
only). DWA communicates directly with members about the program.
Competition (Pathway)
A Managed Sport Program that can form a pathway to participating in further competition
opportunities.
Competition (Social)
A Managed Sport Program for members to experience ski and snowboard race competitions and are
delivered with support from the Australian Defence Force.
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2018 Managed Camps Schedule
Start Date Finish Date Category Program Name Location
23-Jun-18 24-Jun-18 Training and
Education Program New Guide Training Perisher
23-jun-18 24-Jun-18 Training and
Education Program Existing Guide Training Perisher
30-Jun-18 01-Jul-18 Training and
Education Program New Guide Training Falls Creek
30-Jun-18 01-Jul-18 Training and
Education Program Existing Guide Training Falls Creek
30-Jun-18 01-Jul-18 Training and
Education Program New Guide Training Thredbo
30-Jun-18 01-Jul-18 Training and
Education Program Existing Guide Training Thredbo
02-Jul-18 06-Jul-18 Member Program Members - Julia's
group Thredbo
06-Jul-18 08-Jul-18 Organisation
Program DSR Falls Creek
09-Jul-18 13-Jul-18 Organisation
Program CPA Teen Thredbo
13-Jul-18 15-Jul-18 Training and
Education Program New Guide Training Mt Buller
13-Jul-18 15-Jul-18 Training and
Education Program Existing Guide Training Mt Buller
13-Jul-18 15-Jul-18 Organisation
Program Leisure Balance Falls Creek
16-Jul-18 20-Jul-18 Organisation
Program CPA Mentor Thredbo
20-Jul-18 22-Jul-18 Member Program Snowboard Falls Creek
23-Jul-18 27-Jul-18 Organisation
Program SOA Perisher
27-Jul-18 29-Jul-18 Organisation
Program Shelley Earl Consulting Falls Creek
30-Jul-18 03-Aug-18 Organisation
Program SOA Perisher
03-Aug-18 05-Aug-18 Organisation
Program SBFV Falls Creek
06-Aug-18 10-Aug-18 Member Program Members Thredbo
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10-Aug-18 12-Aug-18 Organisation
Program Royal Talbot Falls Creek
13-Aug-18 17-Aug-18 Competition (Social) Race Week Perisher
13-Aug-18 17-Aug-18 Organisation
Program SOA Perisher
17-Aug-18 19-Aug-18 Organisation
Program CPA Sport Falls Creek
20-Aug-18 22-Aug-18 Competition
(Pathway) Vic Interschools Mt Buller
20-Aug-18 22-Aug-18 Organisation
Program SOA Mt Buller
22-Aug-18 26-Aug-18 Organisation
Program SOA Thredbo
23-Aug-18 25-Aug-18 Competition
(Pathway) NSW Interschools Thredbo
24-Aug-18 26-Aug-18 Member Program Sit-ski Falls Creek
27-Aug-18 31-Aug-18 Organisation
Program The Disability Trust Perisher
CANCELLED CANCELLED Member Program XC Falls Creek
03-Sep-18 07-Sep-18 Member Program Members Thredbo
07-Sep-18 09-Sep-18 Member Program Women Falls Creek
10-Sep-18 14-Sep-18 Member Program Members Perisher
14-Sep-18 16-Sep-18 Member Program Members Falls Creek
No Fixed Dates Training and
Education Program New Guide Training Mt Hotham
No Fixed Dates Training and
Education Program Existing Guide Training Mt Hotham
Weekly – Thursday Afternoon
Training and Education Program
Refresher Guide Training
Mt Hotham
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Managed Camps Participation
Summary
Participation
categories
Members Camps Organisation
Camps
Training and
Education Camps Total
Participants
Days
on
snow
Participants
Days
on
snow
Participants
Days
on
snow
Participants
Days
on
snow
Camp
Participants 45 113 163 453 - - 208 566
Carers 37 - 115 - - - 152 -
Guides 68 170 179 481 102 204 257 771
Total 150 283 457 934 102 204 609 1321
Although the managed camps program had a lower overall delivery of days on snow this year, this can be largely attributed to an overall lower number of days per program. After consulting with participant groups during the 2017 season, it was decided that reducing the days per program would deliver a safer and more enjoyable experience for both participants and guides. There was also an overall reduction in number of participants engaged. This can be accounted as a result of lower engagement in member camps which did not hit capacity in both NSW and VIC camps programs. To address this, camps should be more aggressively marketed towards members, especially when they are low on participants. The main issue however is evident in the lower ratio of guides to participants. This means that the overall engagement of guides for DWA camps has reduced and the work-load had to be distributed less evenly between those who did attend. The long-term effect of this will be reduced safety for participants and quality of program delivery. The reason for reduced volunteer guides can be seen as a result of the lowered engagement in training camps and a lack of recognition for service from guides. This issue can be addressed by improving access for volunteer guides – through cheaper access to camps, better transport availability, and delivery of more training camps and as such recruitment of more guides. The first step towards improving this has been achieved in Victoria, with the concept of regular weekly guide training at Mt Hotham, and a number of new trainers being accredited this season.
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Resort Services Program The DWA resorts program aims to service the general membership population as they visit the snow.
By submitting a “Guide and Equipment Request”, members are able to access to the appropriate
equipment to accommodate their needs as well as any necessary guides to assist as needed.
The below statistical information will provide a summary of overall data per resort, as well as an
assessment of year-on-year growth trends. As such, it will allow an assessment of performance in the
most recent year before showing how these statistics reflect changes in membership engagement.
Statistical Summary
Falls
Creek
Mt
Buller
Mt
Hotham Perisher Thredbo Total
Guide
requests
Unique
requests 47 34 66 66 61 274
Days
requested 78 167 331 231 187 994
Days fulfilled 66 157 289 181 160 859
Equipment
requests
Unique
requests 28 14 31 61 33 118
Days
requested 69 26 153 172 113 524
Days fulfilled 68 26 153 171 113 522
Guide
participation
Unique
guides 6 27 43 35 32 140
Staff Member Guided Days 47 42 55 78 54 269
The above statistics show that there has been a significant growth in membership engagement with
the DWA Resort Services Program. Both guide and equipment requests are up as well as overall
number of unique guides engaging with DWA programs.
During the 2018 season, 87% of guide requests were fulfilled across the five resorts at which we run
this program – a 13% improvement on the previous year. Although more experienced and efficient,
the growth in guide days requested was only achieved because of RSP staff accounting for a significant
proportion of guided days.
Equipment requests were completed to nearly 100%, however there were a number of maintenance
issues, and in further seasons this could create issues if not properly addressed.
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Individual Alpine Resort Summary
Falls Creek
Year
Guide request days Equipment request days
Requests Percentage of
previous season
Percentage
Fulfillment Requests
Percentage of
previous season
2014 3 * - 6 *
2015 36 1200% - 41 683%
2016 50 139% - 61 149%
2017 79 242% 99% 69 113%
2018 78 99% 83% 69 100%
Mt Buller
Year
Guide request days Equipment request days
Requests Percentage of
previous season
Percentage
Fulfillment Requests
Percentage of
previous season
2014 12 * - 5 *
2015 20 167% - 42 840%
2016 13 65% - 17 40%
2017 74 569% 53% 38 224%
2018 167 226% 93% 26 68%
Mt Hotham
Year
Guide request days Equipment request days
Requests Percentage of
previous season
Percentage
Fulfillment Requests
Percentage of
previous season
2014 6 * - 2 *
2015 39 650% - 29 1450%
2016 63 162% - 44 152%
2017 154 244% 90% 71 161%
2018 331 215% 83% 153 215%
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Perisher
Year
Guide request days Equipment request days
Requests Percentage of
previous season
Percentage
Fulfillment Requests
Percentage of
previous season
2014 6 * - 22 *
2015 35 583% - 39 177%
2016 42 120% - 87 223%
2017 200 476% 74% 146 168%
2018 231 116% 78% 172 118%
Thredbo
Year
Guide request days Equipment request days
Requests Percentage of
previous season
Percentage
Fulfillment Requests
Percentage of
previous season
2014 5 * - 23 *
2015 26 520% - 46 200%
2016 12 46% - 52 113%
2017 86 716% 78 150%
2018 187 217% 114 146%
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Resort Services Program Summary
With almost universal growth of both guide and equipment requests over the 2017 season, this has been a promising year. The overall growth since recording began is significant, although 2017 was an extreme growth year for both metrics, there has still been significant year-on-year growth during the 2018 season. However, there is still concern about the ability to deliver these services as the demand continues to grow. At almost every resort, there has been a decline in the ability to deliver compared to overall requests. If this trend continues we will be rejecting progressively more members because of a lack of resources to allocate towards these services. Although Mt Buller and Perisher have had higher delivery percentage, this can be accounted for by isolated circumstances. Mt Buller had two DWA employed staff servicing the mountain and as such they were able to provide a significant number personally. Similarly, the Perisher RSC delivered 76 days on-snow out of the 112-day season, which is an unsustainable means of operational delivery. Overall, the Resort Services Program experiment has been a great success and has indicated that the membership base of DWA wants to engage in on-snow activity outside of camps programs. The uptick in requests, both guide and equipment, show the drive to access these services in an independent manner. This is representative of the broader disability community who are not looking for a handout but a hand-up. To continue engaging in society with as much freedom as possible while retaining a dignified experience.
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Guide Requests
0
50
100
150
200
250
300
350
Falls Creek Mt Buller Mt Hotham Perisher Thredbo
Day
s re
qu
este
d
Resort
Comparison of Guide Request Days per Resort
2014 2015 2016 2017 2018
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Falls Creek Mt Buller Mt Hotham Perisher Thredbo Total
Guide Request Fulfilment
Days requested Days Unfulfilled
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Equipment Requests
0
20
40
60
80
100
120
140
160
180
Falls Creek Mt Buller Mt Hotham Perisher Thredbo
Day
s re
qu
este
d
Resort
Comparison of Equipment Request Days per Resort
2014 2015 2016 2017 2018
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Falls Creek Mt Buller Mt Hotham Perisher Thredbo Total
Equipment Request Fulfilment
Days requested Days Unfulfilled
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Surveys
The guide and member feedback surveys have been broken down into three major areas: the
performance of and engagement with DWA, resort services program feedback, and managed camps
program feedback. In doing so we can breakdown how our members are interacting with us as a
broader entity and through our two operational units.
Guide Feedback
Engagement with DWA
The DWA volunteer guiding base seems to be centred around two main groups of individuals, both of
whom are at opposite ends of the spectrum of engagement. This is an interesting disparity and
indicates the varying interests in how our members engage with DWA – most are either an infrequent
guide, who wants to contribute a small amount of their annual snow visits, or a dedicated member
who want their snow time to DWA related.
This will dictate how we engage with our members and the language we use to market the guiding
opportunity. Making sure we engage these two contrasting groups of guides will ensure we continue
to grow both groups.
0-20% 21-40% 41-60% 61-80% 81-100%
How much of your on-
snow time was spent
with DWA?
31.6% 13.1% 10.5% 15.8% 29%
Guide interest in the Green Season Project is quite high, with a number of people interested in
engaging with summer guiding, as well as receiving an accredited guide training certificate. This is a
promising indication of interest in the project, before considering others who don’t participate in
wintersports.
0-20% 21-40% 41-60% 61-80% 81-100%
On-snow time spent with DWA
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Yes No
Would you be interested in guiding adaptive alpine
activities during the green season (summer)? 74% 26%
Would you be interested in receiving an accredited
guide training like a Cert IV in Alpine Adaptive? 86% 24%
Performance of DWA
Guide retention from the surveyed population indicates high repeat patronage, this contrasts with
historic data which indicates a higher turnover rate. It is unclear whether this is due to the nature of
those responding, or whether it is a change in guide engagement.
While volunteer guides believe the current cost of membership is of good value, it also appears that
an increase in cost would likely reduce the number of volunteers willing to participate. For those who
don’t believe the membership provides value for money, there indication that some form of benefits
would help alleviate issues – e.g. coffee discounts, gear discounts, subsidised accommodation.
Yes No
Do you think you will guide with DWA again in
the future? 95% 5%
Do you think your membership provides value
for money? 82% 18%
Would you be willing to pay more for a
membership? 42% 58%
No Yes No Yes
Interest in guiding during summer Interest in receiving Cert IV in Alpine Adaptive
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Resort Services Program
The reaction to the resort services program was all positive, especially that in relation to the on-snow
element of guiding. The main issue was communication, which although positive, was not as highly
commended – this issue has been identified by RSC’s and is being addressed through Rev Sport.
Disagree Somewhat
Disagree
Neutral Somewhat
Agree
Agree
Information was well
communicated prior to
guiding
0% 0% 5.9% 29.4% 64.7%
I felt supported by DWA
staff while guiding 0% 0% 5.9% 0% 94.1%
Does the membership provide value for money?
No Yes No Yes
Will you guide with DWA in the future?
No Yes
Are you willing to pay more for membership?
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Other Comments
• “It may be good to provide a way for the guide to easily provide feedback on their client.”
• “NSW guiding communications were a little "last minute" at times.”
• “DWA guiding web site was difficult to use and retrieve information.”
• “It may be tricky to program & update, but a phone app could notify guides of possible DWA
needs during each day.”
These comments follow the theme from above about the overall off-snow element of interaction
between volunteers and RSC’s. In developing a new rostering platform through Revolutionise Sport
this should streamline communication channels, make information more readily available, and allow
reduced complications resulting from repeated data entry.
Managed Camps Program The response to the managed camps program was largely positive. Most guides agreed that the
programs were well delivered and would be excited to participate in camps in the future. The only
concern was the preparation and organisation of the camps – this could stem from the appointment
of a new NPM and Camp Co-ordinator, causing a few issues in the organisation of the programs. This
should improve in 2019, assuming greater continuity of staff.
Disagree Somewhat
Disagree
Neutral Somewhat
Agree
Agree
I would recommend a
DWA camp program to
others
0% 0% 0% 4% 96%
The program was well
organised and prepared 4% 0% 0% 20% 76%
Staff paid attention to
safety 0% 0% 0% 16% 84%
Agree Somewhat Agree Neutral
Information was well communicated
Agree Neutral
Support from DWA staff
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Training
“More training opportunities” – this is a common theme for responses from guides this year, both in
the survey and through verbal communication. Some guides seem to be concerned about their ability
to deliver on-snow experiences safely, as well as the amount of training focused on techniques rather
than awareness.
Guide training could be improved through “more time spent on actual skills rather than experiencing what it is like
to ski on one ski [or] being visually impaired.”
These concerns will be addressed in three ways for the 2019 training program. Firstly, there will be
extra training sessions run at the beginning of the season to increase potential for guides to be trained
before the season commences. Secondly, there will be training sessions made available weekly at each
resort, where RSCs will be able to gradually accredit someone, or offer skills refreshment to guides.
Finally, the non-skills based components of training will be done off-snow, allowing for a greater focus
towards technical training on-snow.
Agree Somewhat Agree Agree Somewhat Agree Disagree
Agree Somewhat Agree
I would recommend DWA camps Camps were well organised and prepared
Staff paid attention to safety
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Yes No
Do you think you had enough time to practice
guiding skills in a teaching environment? 66.6% 33.3%
Weekday
Morning
Weekday
Afternoon
Weekend
Morning
Weekend
Afternoon
When would be best to
provide additional training? 11.1% 22.2% 33.3% 33.3%
No Yes Weekday Morning Weekday Afternoon
Weekend Morning Weekend AfternoonDid you practice skills enough in a teaching environment?
Best time for additional training
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Member Feedback
Engagement with DWA The DWA participant membership base compared with our guides has an overall lower participation
in on-snow activities with 30.4% and 60%+ participating in 10+ days of snow time respectively. This
still means that there are barriers to participation in snow activities relative to the able-bodies
population.
The most common complaint about barriers to participating in snow-sports was that “the cost was
too high” – 28% of participants. This means that the coordination between DWA and resorts should
bed focused on looking at how costs can be reduced. It must be considered that only 46.6% of persons
living with a disability are gainfully employed1. This means that the overall wealth disparity for disabled
persons is exacerbated by their ability to be employed, as well as their ability to progress into positions
of higher remuneration – 34% of employed persons.
1 - 3 3 - 6 6 – 9 10+
How many days did you spend on
snow in 2018? 30.3% 26.8% 12.5% 30.4%
How many days did you request a
guide for throughout the season? 50% 28.6% 7.2% 14.2%
As most of our members visit the snow with their family, this should be a focus of our marketing,
ensuring that we acknowledge the manner in which our participants enjoy engaging with the snow. In
doing so we will hopefully show a broader population the social benefits as well as the manner in
which participation can be facilitated.
Family Friends Partner A Carer Camp Solo
Who visited the snow
with you this year? 57.1% 15.5% 7.1% 9.5% 8.3% 2.4%
1 Australian Network on Disability. 2018. Disability Statistics. [ONLINE] Available at: https://www.and.org.au/pages/disability-statistics.html. [Accessed 29 October 2018].
1 - 3 4 - 6 7 - 9 10+ 1 - 3 4 - 6 7 - 9 10+
Number of days on snow Number of guide request days
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The overall interest in green season activities is promising and shows that there is a market for
engaging with the alpine environment already interested. With a fully developed program, we will be
able to show the potential opportunities for engagement through the different means of participation.
Yes No
Would you be interested in adaptive alpine
activities during the green season (summer)? 74% 26%
Performance of DWA The overall satisfaction with current interactions with DWA is promising, with low levels of
dissatisfaction and an overall interest in continued participation. However, there is an unwillingness
to pay more for the current services, contradicting the current impression of good value for money.
Yes No
Will you go skiing or snowboarding again in the
future? 98% 2%
Do you think your membership provides value
for money? 97% 3%
Would you be willing to pay more for a
membership? 47% 53%
Family Friends Partner A Carer Camp Solo
Who did you visit the snow with?
Yes No
Are you interested in green season activities?
Disabled Wintersport Australia Ross House, 247-251 Flinders Lane, Melbourne, VIC 3000 disabledwintersport.com.au
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Resort Services Program
Although our main two programs are what our members need the most help with, there are a
significant number of other requirements for help for our members – of which we are likely the only
source. This should be considered when completing a website review to ensure these other elements
are easily accessible.
To account for our members requiring help with lift-pass, lesson, transport and accommodation
advice. To ensure there are clear pathways for members to follow on the website, we will continue to
update the website’s information pertaining to these issues. However, as this is not a service we
provide, we will continue to direct people as necessary to the best source of information.
Volunteer
Guide
Adaptive
Equipment
Accommodation
Advice
Lift-pass
Advice
Lesson
advice
Transport
Advice
What did you need DWA to
assist you with at the resort? 31.7% 25.4% 4.8% 12.7% 19% 6.3%
Yes No Yes No
Yes No
Will you ski again? Does the membership provide value for money?
Are you willing to pay more for your membership?
Disabled Wintersport Australia Ross House, 247-251 Flinders Lane, Melbourne, VIC 3000 disabledwintersport.com.au
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Overall customer satisfaction was high, with performance of both DWA and the resorts meeting
customer needs. The only complaints were highlighted in comments which concerned accessibility to
facilities:
“The Perisher resort could recognise companion cards for the quad chair for walking visitors.”
“The lift was not working, as it never does, we cannot go to any coffee shops or cases because they are not
accessible.”
Access to main buildings at Hotham still difficult. Lift at Hotham Central regularly broken. Bus transport wheelchair
accessible but difficult.”
These elements of accessibility should be considered when considering new designs in alpine village
designs – ensuring equal access to all persons.
Yes No
Did DWA meet all your needs? 96.9% 3.1%
Did the resort meet all your needs? 90.3% 9.7%
Volunteer Guide Adaptive Equipment Accommodation Advice
Lift Pass Advice Lesson Advice Transport Advice
What did DWA assist with at the resort?
Yes No Yes No
Did DWA meet your needs? Did the resort meet your needs?
Disabled Wintersport Australia Ross House, 247-251 Flinders Lane, Melbourne, VIC 3000 disabledwintersport.com.au
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Managed Camps Program
Participants showed a similar response to the managed camps program, with almost all agreeing that
it was a program they would recommend, was run safely, and well organised. Again, there was lower
results in organisation and preparation – this will hopefully be addressed again through greater staff
continuity.
Disagree Somewhat
Disagree
Neutral Somewhat
Agree
Agree
I would recommend a
DWA camp program to
others 0% 0% 6.7% 6.7% 86.7%
The program was well
organised and prepared 0% 0% 14.3% 7.1% 78.6%
Staff paid attention to
safety 0% 0% 6.7% 13.3% 80%
The program increased my
ability to participate
independently with
family, friends and others
0% 0% 20% 6.7% 73.3%
Agree Somewhat Agree Neutral Agree Somewhat Agree Neutral
Agree Somewhat Agree Neutral Agree Somewhat Agree Neutral
I would recommend a DWA camp program The program was well organised and prepared
Staff paid attention to safety The program increased my independence
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