Supporting people with disability to dream big and fully embrace life

Hayley Dean the CEO of Melba Support Services. She is a dynamic and innovative leader with over 30 years of experience in the disability, aged care and community sectors. Hayley has been with Melba since 2017 and played a key role during the transition to the NDIS and the successful transfer of government services.

Hayley currently serves on the Lilydale Revitalisation Board, is the Victorian State Chair and national Board member of National Disability Services (Disability peak body) and is a member of the Australian Institute of Company Directors.

Describe your career trajectory and how you got to your current position? 

My journey in disability support services initially began as a support worker whilst at Uni, on graduation there was a pivotal moment – the introduction of the first federal Disability Services Act. Throughout my career, I’ve focused on innovative service design, working directly alongside people with disability to develop and implement creative support solutions. This path has led me through various roles, each building upon my commitment to human rights-based approaches in support services.

I often describe myself as the “accidental CEO” because it wasn’t a calculated career goal. Rather, it emerged organically from my passion for human rights frameworks. Somebody very wise once said to me: “Never apologise for opportunities that arise from genuine passion.” This perspective helped me embrace my leadership role as a natural evolution of my commitment to the field.

Take us through a typical day of work for you. 

While no two days are identical in this role, there’s a general rhythm to my schedule. I start early, usually between 7-7.30am, beginning with strategic catch-up meetings or reviewing emails. The bulk of my day involves a mix of strategic planning and/or review and service delivery oversight meetings.

What makes this role unique is its unpredictable nature – we provide 24/7 support services at Melba, and the people we support always come first. So when issues affecting the people we support arise, they become immediate priorities. I’m also regularly involved in sector advocacy and lobbying efforts through our peak body.

My day typically finishes around 6pm, but my night-time reading is dedicated to staying up to date with sector developments, policy changes and emerging best practices. 

What is the biggest challenge you’ve encountered in your career, and how did you overcome it? 

The most significant challenge has been navigating the gap between the NDIS’s promising vision and its practical implementation challenges. This was further complicated by COVID. The pandemic was overcome through being able to see things more creatively and laterally. It was literally throwing the rule book out and utilising the collective intelligence of our fabulous teams to be able to, in real time, brainstorm and come up with solutions – and then to later analyse the learnings. 

If you could go back in time, what piece of advice would you give yourself as you first embarked on your career? 

Two fundamental principles have proven invaluable: First, trust your instincts. Every time I’ve delayed decisions by second-guessing myself, it’s led to complications. Second, embrace your authentic self. Don’t let imposter syndrome hold you back – your unique perspective and experience have value, and you deserve to occupy your professional space with confidence.

How do you unwind after work? 

I either go for a walk, listen to a podcast, read the papers, or binge Netflix (I love a good spy show). Anything that’s not work-related. I also have an incredible partner who was a global CEO who I can debrief to. Oh, and one more thing: I have no notifications on my phone!