Sandy Liddell | The CEO Magazine

At its core, healthcare is about support. Quality, personalized support makes a tangible difference in people’s lives – and this is especially true in the disability sector.

This principle was the seed that began growing in a small home office in 2010, when industry veteran Sandy Liddell founded Total Support Services. What began as a service with just three clients has become a major National Disability Insurance Scheme (NDIS) provider across Australia with more than 1,200 participants.

It’s this growth, as well as the quality of care Total Support Services provides, that have contributed to Liddell earning a finalist spot in the Healthcare category at The CEO Magazine’s 2026 Executive of the Year Awards – Australia.

“It means a great deal to me, partly because I’ve never thought of my work as particularly extraordinary,” she says. “I’ve seen it as using the opportunities available to me to assist people and build a business that can make a difference.”

Founded on passion

It’s an outcome that would qualify as extraordinary to most people, but Liddell’s modesty is indicative of the passion she has for the work done by the Total Support Services team.

“Although the nomination carries my name, it reflects the effort of our leadership team and our employees, as well as the trust our clients and families have placed in us,” she says.

“So much valuable work happens quietly, through everyday support, persistence and care.”

Quiet though the work may be, its impact is seismic, both for the families that receive it and the industry at large.

“The pace of change in the disability sector requires providers to think carefully about how they deliver quality support while remaining sustainable,” Liddell says.

“For us, the central challenges are responding to reform, developing our workforce and ensuring our systems can support an increasingly complex organization.”

This is done amid a culture that’s supportive, consultative and collaborative.

“At Total Support Services there’s a strong sense of being a team, sharing challenges and working together to find solutions,” she reveals.

“As leader, I’ve made a conscious effort to support people’s development and growth, giving employees opportunities to step up, take responsibility and contribute more broadly. That also means providing guidance, being clear about expectations and helping people build the confidence to make decisions.”

Giving back

That kind of support extends to clients and their families. As a major player in the industry, Liddell understands how difficult it can be for people to navigate systems that have a significant impact on their lives.

“Understanding processes, knowing what questions to ask and making your voice heard can be overwhelming, particularly when you’re already facing difficult circumstances,” she explains.

“We established the Hendell Foundation to give back to the community through independent advocacy. It helps people navigate systems such as the NDIS, My Aged Care and Centrelink. Its focus is on helping individuals understand their options, build their ability to advocate for themselves and receive advocacy alongside them when they need assistance.”

For Liddell, giving back means putting her considerable experience to practical use in the wider community.

“I want people to feel listened to, to understand the choices available to them and have support to take their next step,” she says.

That’s why her nomination as Healthcare Executive of the Year at this year’s awards has an added resonance.

“It’s meaningful to see leadership in the disability sector recognized,” she points out. “I’m grateful for the opportunity to bring attention to our work and the people behind it.”

Looking ahead

And there’s still much to be done. Liddell says she hopes to double the size of Total Support Services over the next five years, enter the aged care market and further diversify its services.

“Doing so will require investment in our people and infrastructure, but I want to retain the entrepreneurial spirit that’s helped us grow, recognizing opportunities, being willing to take considered risks and finding ways to respond to people’s needs,” she says.

“That includes expanding existing services and exploring acquisitions and partnerships where there’s a strong fit with our values and capabilities.”

The ink is still drying on one such acquisition, Tasmanian NDIS provider OnTrack.

“OnTrack was a major milestone for us, expanding our presence in Tasmania and our capacity to support more people,” she says.

According to Liddell, any growth Total Support Services enjoys must translate into meaningful benefits for clients and employees.

“Reaching more people matters, but so does ensuring each person continues to receive dependable, individualized support and that our teams have the resources and guidance to deliver it,” she says.

“Through it all, our tagline, ‘There when you need us’, reflects the culture I want us to uphold.”