Alan's an Aussie larrikin who likes woodwork, trucks and Slim Dusty – and he’s living his life to the full.
Alan joined the National Disability Insurance Scheme (NDIS) six months after it launched in Queensland, and he says it’s been ‘a complete game changer that lets me do so much’.
He gives a lot of credit to his team of ‘awesome’ support workers, who support him to enjoy woodwork twice a week and attend NRL games, rockabilly concerts and drag racing.
His NDIS funding has helped him to access respite services and, with his support worker, he’s explored Roma, Dubbo and Cunnamulla – where he went on truck routes with triple road trains, visited a cattle yard, and saw the Cunnamulla Fella, a tribute to the Aussie stockman Slim Dusty made famous.
At his regular community music classes, Alan plays the Octopad, riffing with his experienced mentors while having a coffee and a yarn. One of his mentors has even worked with Australia country music star, Kasey Chambers, which Alan is quietly impressed about.
“My support workers assist me with domestic odds and ends too, like mowing my lawn and meal preparation. The support worker who does that is a former chef who used to run a kitchen,” says Alan.
Lucky him!
Alan’s NDIS funding has also provided him with a Seeing Eye Dog from Vision Australia – and Xenon and Alan are frequent visitors to My Plan Manager expo stands and events in Queensland.
Initially he used a digital platform to find his support workers, and Alan says he ‘fell into luck’ from there.
In his view, having common interests is vital to the relationship between Alan and those who support him, and with people who like to travel, make music, cook, chat and drink in life, it seems he’s really struck gold.
“None of this would exist without the NDIS,” says Alan. “It takes a load off the family and my partner, and it’s so much better for me. I couldn’t have done half of this stuff without being on the Scheme – I wouldn’t be doing much at all.”
One day, Alan hopes to be in a band and play music in clubs. We’re here for it, that’s for sure!
Finished reading? Check out Linda's story here.
Invoicing and record keeping. They may not be the most exciting parts of life as a National Disability Insurance Scheme (NDIS) provider, but they’re vital.
Whether you’re a fan of hard copy documentation or you opt to keep evidence of your service delivery and claims in electronic form, one thing is clear – maintaining full and accurate records is a must.
We spoke to Angela Harvey, Managing Director of boutique NDIS consulting agency, Supporting Potential, to find out why.
Here’s what she had to say.
By Angela Harvey – Managing Director, Supporting Potential
In the dynamic field of disability services, the importance placed on defensible documentation is greater now than ever before.
While some may view it as a bureaucratic pain, documentation is a fundamental aspect of practice for providers of NDIS supports – one that safeguards participants and protects providers from consequences that can potentially become legal.
Defensible documentation comprises records that are clear, accurate, and comprehensive.
Currently, in the NDIS, the rules around record keeping vary depending on whether a provider is registered with the NDIS Quality and Safeguards Commission or not.
However, the introduction of uniform standards is expected, and that means every provider should take the opportunity now to focus on getting their house in order.
The National Disability Insurance Agency (NDIA) requires providers to maintain complete, truthful, and accurate records to support their claims, including:
Service agreements are contentious, because the NDIS Practice Standards only require participants to have a clear understanding of the supports they’ve chosen and how they’ll be provided.
So, while it isn’t stated that service agreements need to be documented in writing (except for those related to Specialist Disability Accommodation), the NDIA ‘recommends having a written service agreement so participants and providers are clear about what each party has agreed to.'
Separately, the Commission mandates that registered providers maintain records across a raft of areas, such as:
Recent legal cases highlight the importance of robust documentation, with courts and regulatory bodies examining NDIS provider records closely to ensure compliance with standards and the protection of participant rights.
Inadequate documentation can lead to severe consequences for providers, including fines and service suspensions. In several cases around the country, providers have faced significant penalties – not only for the absence of support documentation, but also for failing to document essential details that a reasonable person would expect to be recorded.
There’s been an uptick in the number of requests for support our team has received from providers who thought they had appropriate systems and documentation in place, but later found themselves needing to take remedial action following compliance investigations undertaken by the Commission. Examples include providers that:
While requirements around record-keeping can sometimes feel overwhelming, it’s important to remember that defensible documentation not only serves legal and compliance requirements, but also offers significant operational benefits to providers. Value delivered includes:
To ensure documentation is defensible, providers should provide regular staff training on the importance of documentation and the techniques to be applied to it, use technology to streamline data collection and management, and conduct regular audits to identify improvements and ensure compliance with the NDIS Practice Standards.
Reliable documentation supports an organisation's sustainability and effectiveness and ultimately aids in protecting the wellbeing of participants.
In an industry focused on supporting vulnerable people, the value of dependable and defensible documentation can’t be overstated.
For more information about invoicing and record keeping, click here.
It’s true, clients want providers with the skills and expertise to do a great job. But when it comes to delivering a great service, other factors come into play – with attributes like clear communication, honesty and consistency deeply impacting the overall client experience.
As providers, we strive to understand our clients so we can shape our service and meet them where they and their needs are at.
To help us and you make informed decisions, we spoke with National Disability Insurance Scheme (NDIS) participants and their families, inviting them to lift the veil on their experiences and tell us what clients really want from providers.
Alan lives in Brisbane. He joined the NDIS six months after it launched in Queensland and says becoming a participant in the Scheme has revolutionised his life.
“The NDIS in general has been a game changer in my life,” says Alan. “I’m now doing a lot more than I ever thought I’d do.”
“It’s just fantastic being on the NDIS. I don’t have to rely on family members or friends to take me places and do stuff with me. Instead, I employ professionals who support me to achieve what I want.
“I don’t have to feel guilty about it. I’m not putting people out to help me, I’m doing things with support workers that I would probably be doing on my own if I didn’t have my vision impairment.
“Life feels huge, unbelievable. I never thought I’d be doing half the stuff I’m doing now – everyday things that ‘normal’ people take for granted.”
Alan sources his support workers via a website where you can search for local providers, and he’s also found them through recommendations from people he knows.
He says he’s a good judge of character, and in his view, the most important things when it comes to staff are honesty and integrity.
“I look for honesty. If someone says they will do something, then they should do it,” says Alan. “Integrity is the same as honesty – just say, ‘I can’t do this’ or ‘I can look into doing that’. Just be honest. I don’t want people to pretend to be something they’re not.”
Alan can speak up if he thinks something isn’t right and he says he’s fortunate he has the ability to do so.
“For some people, employing their own staff is daunting, and for people that find it difficult to speak up for themselves, sometimes support workers do take advantage of them,” he says.
For more than 18 years, Scott’s been receiving support from a boutique New South Wales-based non-profit provider, and his parents, John and Rita, say the consistency of working with one provider has served their son best.
“When Scott was completing his final year of high school in 2006, we sat down with his school counsellor and teachers to plan for his future as an adult,” says John. “They suggested we look at post school options and gave us the names of a few service providers.”
“Remember, the NDIS didn’t exist in 2006. Post school options were funded by the New South Wales Government’s Department of Ageing, Disability and Home Care, and funding wasn’t guaranteed – you had to apply every year.”
The family visited open days held at provider facilities and attended some expos, before visiting Sunnyhaven Disability Services three times, and finding it was the best fit for Scott.
“Scott is active, with challenging behaviours, so we were looking for a facility and service provider that had room and space for Scott to move around, was willing to give him a chance, had supportive, caring and trained staff who could manage Scott and his behaviours, could keep him safe, had programs – including community access – that would help develop Scott’s social and life skills, and provided transport to and from the program,” says John.
“We believe, and still believe, that we made the right choice. Scott is very happy.”
Eventually, Scott moved into supported independent living (SIL) accommodation. Sunnyhaven provided support coordination for Scott and organised transport so he could stay with John and Rita in the family home at weekends.
“Using a provider with integrated services has made communication and support coordination much easier and less stressful for Scott and us,” says John.
He says having continuity of care for their son gives him and Rita peace of mind, knowing Scott will be well supported into the future, no matter what.
“Our son is safe, well cared for, and has programs that are tailored to his needs,” says John. “When the time comes and we are no longer here to look after Scott (or we become incapacitated), it is comforting to know that Scott is happy, has a safe place to live, and will be well looked after.”
Sally’s a permanent wheelchair user and has an intellectual disability. She lives in SIL accommodation and relies on family members to advocate for her.
Sally’s sister Kate shares Alan’s conviction that honesty and integrity are non-negotiables for providers in the disability sector.
“Clear communication, honesty, and transparency – they’re all a must, because they demonstrate a genuine commitment to doing the right thing,” says Kate.
“Transparency and authenticity go a long way. Providers, and certainly their staff, are human, and everyone understands that mistakes get made. But when those mistakes aren’t once-offs, and when they have significant impacts on a person who the provider is being paid to support, the provider can’t just hide and duck and weave – they need to get real.”
Kate says NDIS participants are ‘everyday people wanting to live ordinary lives’, and it’s vital providers get to know and understand what that looks like for each client.
She believes providers have a responsibility to come to work as ‘their best selves’, and to remember that good customer service is every bit as important within the NDIS as outside of it.
“If you go to work in a non-NDIS environment and bring your bad day with you, your clients and colleagues aren’t going to accept that, so why should a person with disability accept it? At the end of the day, providers should always remember that participants have a choice, and if you don't show up as the best provider, they’ll exercise their choice and find a better one,” says Kate.
“What makes a good provider is a real understanding of the client-provider relationship and what makes a terrible provider is one that positions themselves as the authority on another person’s life.
“The lines shouldn’t be blurred when it comes to who’s in the position of power. It’s the customer – the participant – who always comes first.
Sally has several providers in her world, including support workers, allied health professionals, and staff in a day options program, and Kate says it’s clear when Sally’s satisfied with their services.
“She might not be hugely verbal, but when things are going well, Sally’s mood lifts,” says Kate. “It’s evident when she’s happy. If she knows she’s going to see a provider she really likes, she just lights up, and she’s visibly happy anticipating their time together.”
“Sally’s recall isn’t great, but when she likes someone, she remembers their name or gives them a nickname, and she asks to see them, so we can tell she’s comfortable with them.
“We notice when she’s settled – she needs or wants less of us because she has more in her life. If we go to see her and there’s a provider there who she really enjoys spending time with, she’ll tell us it’s time for us to go – even if it’s only five minutes since we arrived!”
Kate adds that it’s equally clear when support is lacking, or when Sally isn’t feeling at ease. “When things aren’t going well, her mood is flat, she gets teary, and her behaviours escalate,” says Kate. “We know then that it’s time to look more closely at Sally’s environment and the people in it.”
While it seems relatively simple for clients to tell their providers what they want, getting clear on what they don’t want is a little more nuanced.
For Alan, providers that invest heavily in advertising leave him wondering whether they’re spending their money in the right places, and that makes him look even more closely at the rates they charge him for their services.
“There are big businesses that advertise on TV that charge top dollar for everything, because they can,” says Alan.
“I don't think a provider should charge top dollar just because they can. If you give a top service, then charge top dollar. Again, it's all about honesty.
“None of my support workers work for the maximum NDIS rate, they work for below it and that’s what they choose to do.”
Kate says that while everyone understands providers in the disability sector are businesses, and businesses need to make money, treating participants as a means to an end and failing to see them as ‘whole people’ raises a red flag.
“What grinds my gears is a provider that sees their clients as cash cows – regardless of the industry they’re in,” says Kate. “That’s even more of a concern for me in a sector dealing with vulnerable people.”
“People with disability are human beings – and at the flick of a switch, any one of us could become a person with disability. All it takes is a car crash, a medical incident, or a workplace accident.
“The line between ‘us’ and ‘them’ is a fine one and keeping it in sight is a powerful reminder to everyone to treat others as we’d like ourselves to be treated.”
John and Rita are also clear about the behaviours they won’t accept from Scott’s providers.
“Thankfully, nothing like this has ever happened, so this is hypothetical,” says John. “We wouldn’t want providers who have an unprofessional manner, who are unreliable, who don’t communicate, who don’t get back to you, or who don’t listen.”
“We wouldn’t like it if the images or services in the brochures didn’t match reality, or if the service feels unsafe, with untrained, unfriendly or aggressive staff or management.
“We wouldn’t like it if there were poor systems and procedures or poorly maintained facilities – and we wouldn’t like it if a provider wasn’t flexible, or was giving us the ‘take it or leave it’ attitude, cancelling last minute or not honouring the service agreement.”
Finally, for Rita and John, they want all providers to ensure they’re listening to all participants – especially people like Scott, who don’t use words to communicate.
“The current world is set up to listen to people who can advocate for themselves – and even then, it can be a long and exhausting battle of advocacy for people with disability,” says John.
“The most important thing we want all providers to understand is the dreams and goals and needs of people who don't use words to speak are just as important as everyone else's.”
Kate says her family’s experiences with supporting Sally have helped them to identify what makes a great provider.
Here are their tips for providers looking to set themselves up for success.
Wow! It’s been quite a year, hasn’t it?
With the National Disability Insurance Scheme (NDIS) Review, the NDIS Amendment Bill (which is now law), and a multitude of taskforces on the Disability Royal Commission, fraud, pricing, and provider and worker registration, 2024 has been a rollercoaster ride!
And amid all the uncertainty, the disability community has also been getting to grips with the changes arising from the rollout of the National Disability Insurance Agency’s (NDIA) PACE computer system and the Australian Government’s rules about the supports people can and can’t spend their NDIS funding on.
Lots of participants now have new-look plans and some have unfamiliar categories of funding and stated supports where flexibility previously existed. In most cases, it’ll just take time to learn how everything works, but for some people, a change of plan – or adjustments to the one they already have – will be needed.
So, how do you go about it? If you’re seeking a change, here’s a guide to help you understand the options available to you.
Usually initiated by the Agency a few months before your plan reassessment is due, a participant check-in provides an opportunity for you or your nominee to speak with the NDIA about your plan, your funding, your supports, and your experience as a participant in the NDIS.
The Agency uses check-ins to start the ball rolling for plan reassessments, so it’s important to be prepared. The things you discuss during a check-in might mean:
If you joined the Scheme to access supports you no longer need, this might be discussed during the check-in too.
Take a look at our article about check-ins and click on this page on the NDIS website to find out more.
To help you prepare for a check-in, you can also download NDIS booklets and fact sheets here.
Whether you initiate it, or the Agency does, your plan reassessment meeting is a milestone in the lifecycle of your NDIS plan.
Conducted face-to-face, over the phone, or even via a video call, plan reassessments involve you (and your nominee or support people, if you have them) and a representative of the NDIA talking about you, your plan, your funding, and how you use it.
You’ll be asked about things like what’s worked, what hasn’t, whether your circumstances have changed, the supports you use (or want to use), and the progress you’ve made – and the Agency will then decide whether any changes need to be made.
It’s important to prepare for your plan reassessment meeting, and that means making sure you’re on top of things like having your providers prepare assessments or progress reports, thinking about your supports and any changes you’d like the NDIA to make, and writing down any questions you want to ask during the meeting.
If you need changes made to your plan before your scheduled reassessment date, you can contact the NDIA at any time to ask whether adjustments are possible.
If you lodge a request for a plan reassessment without clear evidence, it may be declined, so be sure to have everything ready to present to the Agency. If you ask the NDIA to reassess your plan, you’ll get a response within 21 days to let you know if it will be varied or replaced, or if it will stay the same.
You can find out more about plan reassessments here.
Sometimes a change can be made to your plan without a plan reassessment. If that happens, it’s called a plan variation.
Variations are usually quite small changes – like correcting minor errors, changing details related to an existing stated support, or setting a new reassessment date – but the NDIS Act also allows plans to be varied in crisis or emergency situations, or if new information is provided in response to a request from the Agency.
Things change – that’s just part of life – but if those changes affect the NDIS supports you receive, you should let the NDIA know.
The Agency needs to know about changes to things such as:
Think a change in circumstances might apply to you? This page on the NDIS website has the information you need.
If you’re not happy with a decision the NDIA makes, you can ask the Agency to reconsider it by requesting an internal review of a decision.
There are some decisions the NDIA can review, and some it can’t – but if it agrees to an internal review, the Agency will check to see that the right decision was made under the law by looking at the facts and circumstances at the time of the internal review.
If more information is needed, you’ll be contacted, but you can also provide additional information when you ask for a review.
If you want to request an internal review of a decision, you have three months to do it from the date you received the original decision from the NDIA in writing. Find out more about internal reviews here. You can submit a request here.
These Guidelines will tell you more about the process and what to do if you don’t get the outcome you’re after.
If you’ve been through the internal review process and you’re still not satisfied, there are other options available to you – including asking the Administrative Review Tribunal (ART) to look at the NDIA’s decision. This is known as an external review.
The ART, which has replaced the Administrative Appeals Tribunal, can consider most internal review decisions. It’s completely separate from the NDIA and the NDIS Quality and Safeguards Commission, and it exists to make sure the decisions that both those make are legally correct and fair.
The ART can look at matters including:
You can find out more about external reviews here.
Want to apply? You have 28 days from the time the NDIA makes its internal review decision to do so. Click here to get started or contact the ART for more information.
If you’re feeling overwhelmed at the thought of an external review or you just need a bit of extra support, you don’t have to go it alone. The NDIS Appeals Program was set up by the Department of Social Services to help people with disability and others affected by reviewable decisions of the NDIA.
To access support, you just need an outcome from an internal review of a decision, and then you’re on your way.
There are two types of supports available via the program:
For more information about the NDIS Appeals Program, click here.
Ten per cent of participants in the National Disability Insurance Scheme (NDIS) have psychosocial disability as their primary diagnosis. This makes them the fourth largest group in the Scheme.
But the term ‘psychosocial disability’ can be misunderstood or confusing to those who’ve never heard of it. So, what does it mean?
An internationally recognised term under the United Nations Convention on the Rights of Persons with Disabilities, psychosocial disability refers to the disabling impact of poor mental health and the barriers it may present in relation to a person’s ability to function, think clearly, stay physically healthy, and handle the social and emotional aspects of life.
As with many other hidden disabilities, the fact psychosocial disability can’t be seen means those with it often face challenges when it comes to getting supports and removing barriers to everyday life.
We spoke with Danni Bament, Managing Director of Aspire Recovery Connection, to learn more about psychosocial disability and the positive impact the NDIS has on those with it.
According to Danni, people can be described as having a psychosocial disability when they have a mental health diagnosis and experience barriers to participation in society.
“It’s the experiences that people have in and around their mental health diagnosis – not the diagnosis itself – that lead to the label of psychosocial disability,” says Danni.
According to NSW Health, psychosocial disability may restrict a person’s ability to:
The organisation says a psychosocial disability arises when someone with a mental health condition interacts with a social environment that presents barriers to their equality with others.
In this article, authored by Frank Quinlan, former Chief Executive Officer of the Mental Health Council of Australia, in the early days of the NDIS, he wrote of psychosocial disability in the context of the ‘social consequences of disability’, or the effect of mental ill-health on a person’s ability to participate fully in life.
“Those affected are prevented from engaging in opportunities such as education, training, cultural activities, and achieving their goals and aspirations,” he wrote.
“Not everyone with a mental illness will have a level of impairment that will result in a psychosocial disability.
“It’s also important to remember that there is a strong focus on a recovery orientation in mental health, as different levels of mental ill-health are variable and not permanent.”
Danni says being recognised as having psychosocial disability is important for obtaining access to a number of services and supports in Australia – including the NDIS, which she says has made a significant difference in the area of mental health.
“Prior to the NDIS, many people with psychosocial disability were getting little or no support,” says Danni. “The NDIS has significantly improved that, in addition to giving people more autonomy over which services they access.”
The NDIS can provide access to recovery coaches and other supports that can assist participants to:
A recovery coach is an NDIS-funded worker with mental health knowledge who’ll spend time with participants, get to know them and understand their needs, and help them to better understand the NDIS and find different services and supports. A recovery coach may have their own lived experience of mental health and recovery and use this experience to inform their work.
Find out more about recovery coaches in this article.
Danni says most people with psychosocial disability benefit from access to a recovery coach with lived experience, someone who can offer connection and support to help people navigate their recovery.
“Drawing on our own experiences means we can more deeply understand and hold space for others,” says Danni. “We can share learnings from our own healing and equally learn from those we support, offering hope for a better future and role modelling the path to recovery that we’re journeying along.”
We asked Danni how a person with a mental health diagnosis can gain access to the NDIS, and whether there’s a roadmap.
“You’ll need evidence that it’s had substantial impact on the quality of your life and that it limits your ability to participate in society in a way that’s meaningful to you,” says Danni.
“This evidence can be hard to get, especially if a person doesn’t have a regular psychiatrist or psychologist. If you do, asking them to write a report to support your NDIS application is essential.
“Functional capacity assessments from an occupational therapist definitely help, but these can be expensive for people without NDIS funding.”
Danni says the best place to start is contacting a Local Area Coordinator to commence an NDIS application.
She says she’d like to see more progress towards understanding psychosocial disability in the context of a social model that says disability is caused by the way society is organised, not by a person's impairment or difference.
“When we better align this model with an understanding of psychosocial disability, we’ll understand that unusual thoughts, feelings and experiences that many people living with a psychosocial disability may have, are part of a normal human experience,” says Danni.
“We’d no longer fear or discriminate against people with such experiences and instead afford them the same opportunities in all aspects of society as everyone else.
“I’m positive that we’re moving towards this as a society and hopeful of a brighter future.”
31 October 2024
After a brief period of public consultation, the Australian Government has introduced new rules designed to clarify the supports participants can (and can’t) spend their National Disability Insurance Scheme (NDIS) funding on.
The rules, which came into effect on 3 October 2024, mean participants can only use their funding to purchase ‘approved supports’.
To help everyone better understand what’s approved – and what isn’t – support lists have been released, and the rules around how decisions are made have been explained.
The concept of a ‘replacement support’ has also been introduced, allowing the National Disability Insurance Agency (NDIA) to substitute existing NDIS supports or supports in a participant’s plan with a different service, item, or piece of equipment. Only some supports can be replaced and only if the NDIA approves the purchase in writing.
Participants can also continue to access the stated supports in their plans, as well as supports found to be reasonable and necessary by the Administrative Appeals Tribunal – even if those are now excluded.
This page on the NDIS website contains all the information you need.
The new support lists present a big change in the NDIS and come after the National Disability Insurance Scheme Amendment (Getting the NDIS Back on Track No 1) Bill 2024 passed through the Parliament of Australia and became law.
“We now have a central place, set in law, where NDIS participants, their families, carers and providers can go to see what they can use their NDIS funds for,” said Bill Shorten MP, Minister for the NDIS.
“While there have been administrative guidelines previously, we have made it much easier for participants and providers to understand what funding can and can’t be spent on.”
There’ll be a ‘transition period’ for the first year of the new NDIS support lists to give participants and providers time and space to learn and understand them. During this time, the NDIA says it’ll work with participants and take an ‘educative approach’.
If you’re unsure what you can spend your NDIS funding on, you can speak to your NDIA planner, Local Area Coordinator, Early Childhood Partner, or support coordinator. Alternatively, you can call the NDIA on 1800 800 110.
And of course, we’re here to help. If you have any questions, you can email us at [email protected] or call us on 1800 861 272 from 8am-6pm, Monday to Friday.
31 October 2024
For people with disability, it can often feel as though your life is an open book – with everyone from family members and friends through to service providers and government agencies reading the pages and forming opinions on your story.
And although it’s sometimes necessary for people to access information to assist them in supporting you, when your life’s laid bare for others, it can feel more than a little intrusive.
That’s where your rights come in.
If you’re a participant in the National Disability Insurance Scheme (NDIS), before anyone can see information about you, your plan, or your funding – or make decisions on your behalf – they need your consent. And if you’re 18 years or older, it’s up to you whether or not you grant it.
As the independent statutory agency responsible for implementing the NDIS, the National Disability Insurance Agency (NDIA) exists to support the delivery of better outcomes for Australians with permanent and significant disability.
That means the NDIA is focused on participants – and on safeguarding you and your rights – so the Agency’s staff won’t share any of your information, unless you approve it.
There are several reasons why you might decide to let the NDIA share your information, for example:
Some people need a little extra support when it comes to navigating the NDIS – so, if you agree, the NDIA can talk to someone you trust and help them to do things on your behalf.
That doesn’t mean someone else will be making choices about your life, but with your consent they can support you to make decisions or do things like:
If having someone on hand to help you make decisions sounds like something you’d like, or if you want to let the NDIA share your information with others so they can better support you, all you need to do is say ‘yes’!
Well, it’s a little more than that – but not much.
A good place to start is by looking at the NDIS website. You can find the information about consents here. There’s lots of fact sheets, Easy Read documents and resources in braille.
Once you’ve found the information you need – and if you decide to go ahead – providing consent is a quick and simple process, and there’s a few options for getting everything in place. You can:
You can also manage your consents in the ‘my NDIS’ portal. To find out more, click here.
And, if you ever need to remind yourself who you’ve given consent to, just contact the NDIA. The Agency keeps a record of everyone you’ve given consent to, along with details of the consent you’ve given them, and when it starts and ends.
It’s important to know that giving consent is different to appointing a nominee or a child representative. You can find out more about nominees here and child representatives here – or you might like to read our article about nominees.
Don’t forget, if you’ve provided consent for the NDIA to share your information or for a third party to act on your behalf, you can change your mind at any time.
To do that, just choose one of the same options you selected from when you gave your permission in the first place.
Oh… and if you’re a client of ours and you want us to share your information or discuss your plan with someone else (like a family member or support coordinator), we’ll need your consent too. Just give us a call on 1800 861 272 from 8am-6pm (SA time), Monday to Friday, and we’ll help you out.
31 October 2024
In early 2024, the National Disability Insurance Agency (NDIA) announced it would take extra time to check some claims submitted by participants and providers before they’d be paid – resulting in payment delays.
The payment delays are here to stay, but there are things you can do to help your claims get through the queue.
It’s true – as a National Disability Insurance Scheme (NDIS) plan manager, My Plan Manager plays a part in processing the claims of our clients and their providers, but the Agency plays a part too.
Here’s a quick summary of how it works:
Some claims are scrutinised by the NDIA’s pre-payments team. When this happens, the Agency may contact us to say a claim isn’t compliant, or it needs to be amended, or more information is required.
If a claim isn’t compliant, the NDIA will reject it. This will be communicated to us, and we’ll let you know.
If the NDIA requests more information about a claim, we’ll let you know that too. If the information it needs isn’t provided, the NDIA will keep the claim on hold – but once the right information is submitted and the claim is validated, it’ll be added to the Agency’s next payment run. The NDIA will notify us when to expect the funds, and we’ll be sure to let you know.
The simplest way to get your claim through the queue quickly (and money into your account faster) is to make sure the invoices you submit are structured correctly. They need to have:
If you’re a client submitting an invoice on a provider’s behalf, or a request for reimbursement, we recommend doing that through our purpose-built client portal.
And if you’re a provider, we suggest you use our provider portal – it makes creating, uploading and submitting invoices a breeze. Plus, you can track payment status in real time.
If the NDIA has indicated its decision to cancel a claim, or part of a claim, that’s not reviewable – meaning you can’t seek to change it.
If you want to provide the Agency with feedback about its decision or any other information relevant to a claim, you can do that here.
If the NDIA is holding a claim for a significant period of time, like weeks or months (even once information its requested is provided), you can contact the Agency directly through an enquiry or complaint. However, be sure to speak with us first – we may be able to assist you.
If you have a roadblock with getting paid, we’re here to guide you. You can email us at [email protected] or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.
30 September 2024
Is your child about to turn 18? This milestone birthday brings lots of changes, especially for National Disability Insurance Scheme (NDIS) participants.
Legally able to vote, register as an organ donor, and – if you choose – have a cheeky drink in a pub or club, turning 18 is a milestone birthday and one to remember.
And if you’re the parent of a teenager about to legally become an adult in the eyes of the law, well, congratulations! What a journey!
However, the road to adulthood and independence may have a few more twists and turns on it when you have a child with disability, especially if they’re an NDIS participant. And there are some steps you’ll need to take well before your child celebrates their coming of age, to ensure they can continue to receive the best support possible – from the NDIS and from you.
The timing can be important and it’s best to be prepared.
In most cases, one or both parents are child representatives for NDIS participants aged under 18. However, your role as a child representative automatically ends when your child turns 18.
The National Disability Insurance Agency says it will contact you and your child about three months before their 18th birthday to talk about support and how to plan for this big change. If your child chooses, they can nominate you to be one or both of the below:
If your child doesn’t want you to be a nominee, but they find it very difficult to make their own decisions or they’re unable to do so – even with support – the NDIA may appoint a nominee on their behalf.
Find out more about NDIS nominees here.
The lead up to a milestone birthday is the perfect time for your child to take a look at their NDIS goals, have a chat to you (or other support people in their world), and decide what changes, if any, need to be made.
Turning 18 isn’t a magical overnight transformation into adulthood for anyone, but it can signify the end of school, so it’s worth starting the discussion about what your child might want to pursue after school’s out forever.
Work, further education, vocational training, volunteering, travelling, moving out of the family home… the opportunities that await them are endless. That’s why it’s important to help your child make sure their NDIS plan includes everything it needs to in order to reflect the goals of a brand new adult.
Here’s some great advice about setting NDIS goals.
Speaking of work, is your child thinking about taking the next steps in their career?
The DREAM Employment Network, run by Children and Young People with Disability Australia, offers free online workshops to help get job-ready, build confidence, and expand horizons. It also offers online networking with potential employers.
As your child enters adulthood, they can be assisted to make their own decisions with supported decision making. This process brings trusted adults and supporters together alongside the person with disability so they can be empowered to make choices about their own life, big and small.
Supported decision making isn’t just a ‘nice thing to do’, it’s integral to Australia’s obligations under the United Nations Convention on the Rights of Persons with Disabilities.
You can find out more about supported decision making in our article here, and access free online resources from Inclusion Australia here.
When your child turns 18, there’s lots of administration work to get done. It’s not always fun, but it’s definitely necessary. We’ve listed below some of the key things to consider and start actioning before the big day.
You might like to start by helping them to look at some of the most popular free email providers in Australia – including Gmail, Outlook (formerly Hotmail) and Yahoo.
Does your child have their own email account? They’ll need an email address to set up some other accounts, including myGov, so it’s definitely worth investigating.
Your child will need their own myGov account before they turn 18, and they’ll need an email account (see above) to set this up.
Here’s how to go about setting up a myGov account.
Having their own myGov account will help if they want to apply for a Medicare card (which can be done from the age of 15). Find out more about how to do that here. If you both agree you need to act on your child’s behalf when it comes to Medicare, you’ll need to fill out this form.
Again, if you both agree it’s needed, your child can add you as a nominee to their Centrelink account as well. Find out more here.
If your child doesn’t have a learner’s permit (a precursor to their driver’s licence) or passport, it’s a good idea that they apply for a Proof of Age card to use as identification. Search online for ‘proof of age card Australia’ to find the relevant information for your state or territory.
While they’re at it, your child might like to consider applying for a Companion Card, if they don’t yet have one (there’s no minimum or maximum age). A Companion Card ensures people with disability who require support can attend sporting and entertainment venues and activities without having to pay for a second ticket for their carer or support worker.
In Australia, anyone aged 18 and older must enrol to vote and vote in state and federal elections. People aged 16 and 17 can enrol so they’re ready to vote as soon as they turn 18.
To enrol, your child will need to provide a driver’s licence, passport, Medicare card or Australian citizenship number, or have someone who’s already enrolled to vote confirm their identity. Proof of Age cards aren’t accepted when enrolling to vote.
Find out more about enrolling to vote here.
Information about accessible voting, including Easy Read guides and details about postal voting, can be found here.
Now, is it time to get this party started? Let’s light the 18 candles and celebrate!
30 September 2024
