Support coordinators play a vital role in the National Disability Insurance Scheme (NDIS), supporting participants to implement their plans and exercise choice and control over the supports and services they use.
They can have a transformative effect on people’s lives, connecting participants with the right supports, untangling complex circumstances, and assisting their clients to gain much-needed funding – spinning magic to get that done through lateral thinking and by leveraging relationships inside and outside of the NDIS.
But the NDIS can be complex to work through and some participants don’t have the knowledge or experience to utilise this funded support to its full potential.
To help you understand what support coordinators do and how they can work with you, we turned to four trusted and experienced support coordinators. These experts helped us uncover the answers you need:
Tayla Whelan – Intake Coordinator and Specialist Support Coordinator at Including You
Mandy McPherson – Managing Director/Specialist Support Coordinator at AAA Supports
Kelly Butler – Senior Manager of Support Coordination at Focal Community Services
Selwyn Child – Support Coordinator at Around the Well
Here’s what they told us.
One notable career highlight from a specialist support coordinator showcases the powerful impact of a participant-centred relationship.
By building trust and ensuring the participant's voice was always at the forefront, this coordinator was able to navigate complex systems and deliver life changing outcomes.
Their nomination for the Australian Disability Services Award, driven by participants themselves, reflects the profound difference that can be made when support is guided by human rights, dignity, and individualised care. This recognition highlights the coordinator's commitment to empowering participants and advocating for their needs with unwavering dedication.
One of my clients recently succeeded in gaining support to attend the Myriad Art Exhibition and had a piece of their artwork displayed.
Another client gained assistance and support to put her quilting piece in the Royal Adelaide Show and came home with three awards!
I’m very, very proud of what they have achieved and together with good, valuable and positive supports, they were able to achieve a personal goal of theirs.
I’ve been a support coordinator for five years and have had many highlights. One was supporting a client to move from an aged care facility in Victoria to a Supported Independent Living (SIL) home on the Gold Coast in Queensland so she could be closer to her sister and meet her niece for the very first time.
We were met with multiple challenges, including the aged care facility going into lockdown from a COVID outbreak days before the flight to Queensland was meant to happen. But with help from an amazing staff member from Flight Centre, we were able to book flights that could be used flexibly, so when the lockdown was over, my participant’s family could fly down to meet her and fly back with her.
Without the support of the Public Trustee, the SIL provider, the NDIA planners, and the family, this would not have been a smooth transition for my participant and could have taken a lot longer to implement.
Seeing the photos of my participant meeting her niece for the first time was priceless. It is moments like this that make the stressful role of a support coordinator well worth it.
Support coordination has profoundly shaped my professional and personal growth, deepening my understanding of human-centered and human rights approaches, respect, and breaking down stigma barriers.
I’m passionate about educating peers on the positive impacts of the NDIS, various models of disability, and what an ordinary life should look like for everyone, all while striving to achieve the best outcomes.
A personal milestone came in 2023 when I was honoured to be voted by my peers as a finalist for Australia's Most Outstanding Support Coordinator (One Community), making it to the final four. This recognition was a testament to the dedication and passion I bring to my role, and it reinforced my commitment to making a meaningful difference in the lives of those I support.
How amazing are support coordinators! We hope what they’ve shared with you helps you to find, choose and work with a support coordinator who’s right for you. They truly are a valuable NDIS resource.
30 September 2024
Fees. Annoying? Yes. Essential? Sometimes!
In the National Disability Insurance Scheme (NDIS), fees are extra charges providers can pass on to participants when providing supports and services.
While very few people will enjoy chunks of their funding being eaten by fees, they're often essential for providers to charge so they can maintain business operations and service the disability community.
Amongst all those numbers and codes on your invoices, how can you tell which fees are legitimate and which aren't?
As a starting point, check this list of the top five ‘extra’ fees that can be charged by operators in the Scheme.
An establishment fee is a once-off cost providers can charge you if they’re going to deliver more than 20 hours of personal care or community participation support to you each month – and if they’re going to support you for three or more consecutive months.
They can only claim the fee once, so keep that in mind.
Providers can charge you for the things they do when you’re not around – things that make sure you can participate in group or centre-based supports.
Examples of the ‘non-face-to-face’ tasks that can attract a fee in the NDIS include:
NDIS providers are responsible for the costs associated with their own administration (e.g. invoicing), and for training, upskilling and supervising their staff. That means you can’t be invoiced for these activities.
A capital centre fee helps providers meet the costs of running and maintaining their physical premises.
The fee can be charged at a per participant/per hour rate if high intensity daily personal activities, specialised supported employment, or group and centre-based activities are funded through your Assistance with Social, Economic and Community Participation budget – and if those supports are delivered to you at the provider’s premises.
If supports are delivered onsite as well as in the community – but the premises are always available during the period of support delivery – providers can still claim the full centre capital fee from your funding.
Your NDIS budget can be charged for the cost of travel when a provider spends time accompanying you out in the community, travels to you, or has to pay travel costs such as parking fees or tolls.
The National Disability Insurance Agency (NDIA) doesn’t determine how much providers can charge for travel – and that means that if your provider makes you aware of their fees and you consent to them, they can charge you any amount (once agreed).
The NDIS Pricing Arrangements and Price Limits separates the labour and non-labour costs associated with provider travel – with labour costs covering the time spent travelling to/with a participant, and non-labour costs addressing expenses like road tolls, parking fees, and the costs of running a vehicle.
If a provider travels to you (e.g. for at-home therapy) and charges the maximum hourly rate allowed, adding travel to the price of your session means costs can quickly add up. That’s why it’s good to consider local providers try negotiating a reduction or elimination of travel charges.
Always request a quote before committing to services and be sure to ask about travel costs.
Cancellation fees are common in the NDIS, and there are specific rules about what participants can and can’t be charged. Before you engage a provider, check their terms and conditions for information about how they handle cancellations.
Providers of disability support worker-related supports can charge 100 per cent of the service fee for cancellations if they’re not made at least seven clear days prior to the scheduled start time of the agreed support.
For supports that are not disability support worker-related (like therapy), participants need to provide two clear business days’ notice of a cancellation.
Importantly, providers can only apply a cancellation fee if they can’t fill your appointment with another client, or if they can’t divert their staff member to another job. You also can’t be invoiced for costs that weren’t incurred, like travel costs.
Good communication between you and your provider is key.
Check out our participant’s guide to cancellations for more information.
Fees are intended to recover financial costs to a provider, and they need to meet the requirements of the NDIA.
If you’re ever unsure of what a charge is for, always check with your provider in the first instance – and if you believe you’ve been incorrectly charged, just let them know.
Below are some activities and costs the NDIA says providers can’t charge you for:
You also can’t be charged an exit fee when you leave a provider’s service – but if you end a service agreement early, you may be charged a cancellation fee (depending on the terms set out in the agreement).
For more information about NDIS fees and charges, give us a call on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.
3 September 2024
Support workers can play a huge role in the life of a National Disability Insurance Scheme (NDIS) participant – supporting them to get vital tasks done and enjoy the things they like and are good at.
Just ask Alan, an Aussie larrikin from Brisbane, who joined the Scheme six months after it launched in Queensland, and says it’s been ‘a complete game changer’ that’s helped him achieve a lot and clock up some incredible experiences along the way.
Alan, who receives in-home support and assistance to participate in twice-weekly woodworking sessions, acknowledges the positive impact his team of ‘awesome’ support workers has on his daily life.
With them by his side he’s been able to deal with the domestic load at home and get out and about in the community – attending NRL games, rockabilly concerts and drag racing, and exploring regional and remote areas of the country.
“It takes a load off the family and my partner, and it’s so much better for me,” says Alan. “I couldn’t have done half of this stuff without being in the NDIS – I wouldn’t be doing much at all.”
In Alan’s view, finding the right fit is vital to the participant/provider relationship, and for him, building a team of people who like sport, music, racing and outback adventures has created a synergy that’s delivered great results.
We turned to Alan and AFA Support Coordination’s Elizabeth Hickey to find out more about how participants and their support workers can build positive working relationships underscored by common values and shared respect.
Elizabeth says there are a wide array of options when it comes to seeking supports – including agencies, online platforms and word of mouth referrals – and the key is to look for people you get on with, feel safe with, and who have the skills and experience to deliver the level of support you need.
"When it’s working, you should look forward to the assistance and not feel like you have more work on your plate,” says Elizabeth. “For many people, the best place to start is by talking to their community – like the current supports they have (be that medical, school or otherwise) or their peer community. There are so many social media groups, and other groups too, that can provide recommendations.”
For a participant who's new to the Scheme and isn’t sure where to begin, Alan recommends starting with a website or app where you can search local support workers. He says the trick is to be specific about exactly who and what you’re looking for.
“I’d communicate that I need a support worker to take me to and from woodwork. I’d say I need transport in the morning at a specific time to and from a venue,” says Alan. “Be as specific as you can with the frequency, times and locations.”
You can also try Kinora, an online community created by My Plan Manager to help people with disability and their supporters connect with peers, NDIS experts and service providers.
Kinora has a ‘Referral Request’ channel where you can put up a request for a support worker (and other providers) and it’ll tag those who fit the bill so they can get in touch.
Everyone has different values and a different picture of what they want from the people in their lives. Alan says the attributes he looks for include honesty, consistency, promptness, friendliness, and whether the person does what they say they’ll do.
“It’s hard to know up front, but you have to find someone who matches your own personality,” says Alan.
Elizabeth’s tips include:
Alan says he likes to organise a meet and greet before hiring a support worker to get a gauge of what they’re really like.
When you’re ready to make a decision, Elizabeth recommends adding more than one support worker to your team
“If you have a support worker and they get sick or can’t make it, then you lose all supports and that’s never a good thing,” she says. “Even if you receive support once a week, having more than one worker who alternate can help.”
Once you’ve found a match and discussed your needs, the next step is usually signing a service agreement that sets out the details of the supports you’ll receive, as well as the frequency of those supports, and the provider’s terms and conditions.
After that – you’re good to go.
Elizabeth’s top tip for implementing supports is to create a to-do list.
“This can be an ongoing list – e.g. ‘clean the bathroom and kitchen and mop the floors’ – or it can change every shift depending on what’s needed,” she says. “If the support worker’s changing, it can be easier to have a list for that day – and a list of other tasks that regularly need to happen.”
Alan works with four support workers and says managing the team has been a case of trial and error.
“The support worker I use regularly does my mowing and takes me to woodwork and helps me out in the workshop,” says Alan. “One worker I use regularly comes in and does my domestics and meal prep, and one takes me to events. And there’s a worker I see two to three times a year who takes me to drag racing.”
Whatever route you take to implementing your supports, good communication is key and having those upfront conversations and a service agreement in place is a great start!
Not every support worker will be the right match, and Elizabeth says there are clear signs when this is the case.
“Don’t be afraid to let a provider know you don’t like a particular worker or that something’s just not going well – they can’t change it if they don’t know, says Elizabeth.
“For me, the biggest dealbreaker is when you’re not listened to, or you feel uncomfortable. Remember, you’re the boss, and the support should be helping you, not creating more work!”
According to Alan, he fell into luck with his current team of support workers, but it hasn’t always been that way.
“You can tell a support worker not to come back and you don’t have to give an excuse,” he says. “You don’t have to say why.”
“I’ve told a lot of them not to come back and I’m fortunate to be able to do that. Some clients don’t have that in them, and they find it difficult to confront people.”
Alan says if a relationship with a support worker isn’t working and you can’t voice it, you could try telling a family member or someone else who can speak up for you.
Elizabeth agrees.
“Providers are there to provide the supports, but you’re the person receiving them and therefore you have choice and control,” says Elizabeth.
“The thing I love to hear from clients is ‘I love this worker – they were really helpful, and it was easy’.
“Trust your gut – if it works, it works!”
3 September 2024
Cast your mind to headline news, and chances are you've been exposed to coverage of confronting cases of abuse or neglect of people with disability.
Taking action when risks are identified or serious incidents occur is a fundamental responsibility we all have as humans, and in the National Disability Insurance Scheme (NDIS) it’s also a condition of provider registration.
Registered providers have a wide array of responsibilities towards participants in the Scheme, including telling authorities about reportable incidents – events or allegations that need to be swiftly recognised and acted upon – and there are consequences when those obligations aren’t met.
But not every provider knows what a reportable incident is, what to do if they become aware of one, or what the extent of their responsibility to participants and others is. That’s why we went to Belinda Toohey, Director of disability service provider, Including You, to unpack this topic.
Belinda works with NDIS participants and has a wealth of knowledge in the area of reportable incidents. Here’s what she told us.
A. Reportable incidents in the NDIS context are serious events or allegations involving NDIS participants that require notification to the NDIS Quality and Safeguards Commission (known as the NDIS Commission). They can include:
There may be incidents that don’t sit clearly in these areas. If in doubt about whether an incident is reportable, I suggest making a phone call to the NDIS Commission to discuss the situation.
A. When a reportable incident is reported, it lets the NDIS Commission investigate, provide support, and take action to prevent future occurrences.
You cannot only rely on the NDIS Commission to investigate or take action – it’s responsible for participants and the Scheme itself. Providers also have to investigate and provide reports to the NDIS Commission and, depending on the type of incident, the Commission will call the provider back and work with them.
When a reportable incident isn’t reported, it risks the safety of participants and can also result in regulatory consequences for providers. It shows a lack of accountability.
When a provider tries to hide something or doesn’t act, it usually comes out somewhere else too, and we know there are serious consequences when providers don’t report.
We’ve seen an increase in banning orders and also an upturn in the number of providers being shut down due to lack of reporting, which places participants at risk. In extreme circumstances, this risk has resulted in the death of a participant.
A. Providers are obligated to promptly report incidents to the NDIS Commission to prioritise participant safety, adhere to regulations, and uphold trust. This commitment fosters transparency, ensures accountability, and enhances service quality.
Given the vulnerability of our cohort, who are at higher risk of abuse and mistreatment, regulatory oversight is crucial. The NDIS Commission offers comprehensive reporting guidelines and resources on its website, serving as a valuable reference for providers when reporting incidents. This ensures reporting is accurate, timely, and in line with regulatory requirements, ultimately supporting a safer and more accountable environment for NDIS participants.
It’s every provider’s role to build a culture that encourages reporting and ensures zero tolerance for anyone breaching the NDIS Code of Conduct.
A. Providers are required to report incidents to the NDIS Commission within 24 hours of becoming aware of them. Additionally, they must submit a follow-up report five days later to provide further details and updates on the incident, as outlined in the reporting guidelines.
Reporting is done through the NDIS Commission's website, with designated roles within the organisation for notifying and approving incidents submitted to the Commission.
The obligations of reporting include ensuring the accuracy of information, cooperating fully with investigations, and implementing corrective measures as necessary. In cases of uncertainty, providers are encouraged to contact the NDIS Commission for guidance and clarification. The NDIS Commission will then determine the appropriate actions to take based on the information provided.
When reporting, it's essential to include:
If you’re a provider who’s reporting an incident to the police, be sure to ask the responder for their badge number and the police station they’re working from. The NDIS Commission will ask you for this information so it can follow up with the correct person.
This structured reporting process ensures compliance with regulations, supports effective incident management, and contributes to maintaining a safe environment for NDIS participants.
It’s important that every provider understands the process for reportable incidents, and also that the NDIS Commission’s reportable incident process isn’t that easy to use and the response time varies from one or two days to six months (depending on the type of incident and those involved).
A. Handling uncertain incidents within the NDIS framework requires a careful and proactive approach to ensure participant safety and regulatory compliance.
When faced with incidents where there’s uncertainty or suspicion, providers are encouraged to adhere to the following guidelines:
1. Prompt reporting – Despite uncertainties, if there’s any suspicion that an incident may compromise participant safety or wellbeing, it should be reported promptly to the NDIS Commission. Early reporting allows for timely intervention and investigation.
2. Thorough documentation – Document all relevant details and observations related to the incident. This includes dates, times, individuals involved, and any other pertinent information that could aid in understanding the situation.
3. Seek guidance – If unsure about whether an incident should be reported, providers should reach out to the NDIS Commission for clarification and guidance. The Commission can provide specific advice based on the nature of the incident and help with navigating reporting requirements.
4. Internal review – Conduct an internal review or assessment of the incident. This may involve gathering additional information, consulting with relevant staff, and assessing potential risks or implications.
5. Participant support – Ensure affected participants receive appropriate support and assistance. This may involve coordinating with other service providers, healthcare professionals, or advocacy services as necessary.
6. Compliance with policies – Follow internal policies and procedures regarding incident management and reporting. This helps maintain consistency and ensures all incidents are handled in accordance with regulatory standards.
7. Continuous improvement – Use incidents as learning opportunities to improve practices and policies. This may involve reviewing existing protocols, providing additional training to staff, or implementing preventive measures to minimise future incidents.
By following these guidelines, providers can effectively manage uncertain incidents within the NDIS framework, prioritise participant safety, and uphold the integrity of disability support services. This approach not only ensures compliance with reporting requirements but also promotes a proactive stance towards safeguarding the wellbeing of NDIS participants.
A. Exemptions or variations can be considered in specific circumstances. These might include situations where a provider’s governed by other regulatory bodies that have similar requirements, or where the NDIS Commission determines that certain conditions warrant an exemption or variation.
If you have a specific situation in mind, it's best to contact the NDIS Commission directly or seek advice from a legal or compliance expert familiar with NDIS regulations.
The NDIS does offer anonymity and protection when reporting events and it’s best to call the NDIS Commission to talk this through. There are privacy laws in place, but there may be instances where the notifier’s identity may need to be known, depending on the reporting of the situation. In these instances, the NDIS Commission with let you know and support you through the process.
A. Providers should educate staff on reporting protocols, maintain detailed records, and seek guidance from the NDIS Commission resources or even from legal counsel when needed. They can also engage participant advocates for support.
Effective incident reporting in the NDIS is essential for safeguarding participants, ensuring accountability, and improving service quality.
Providers must adhere to reporting guidelines, prioritise participant safety, and seek support when uncertain about reporting obligations or incidents. They also need to follow the NDIS Code of Conduct and their own internal policies and procedures before reporting a reportable incident to the NDIS Commission.
Making sure providers and their teams understand what human rights are and how they apply them when carrying out their jobs is also a good guide to measure what’s acceptable and what isn’t.
When you have a community, it can change everything – just ask Belinda Willoughby.
Before joining FIDA (aka the Football Integration Development Association), it was a challenge for Belinda to get out and talk to other people. But once she donned her footy boots and got on the field, her courage grew.
“I loved it,” Belinda says.
FIDA is a place of belonging for Belinda and more than 800 other football players with intellectual disability, plus their supporters.
Founded in 1991 and operating across 28 clubs throughout Victoria, FIDA is the leading organisation for inclusive football – and it hits the mark off the field as well as on it.
“Football’s a vehicle to provide people with intellectual impairment with access to all sorts of supports that you get in a football environment, so things like health and wellbeing, access to employment, and a community,” says FIDA president, Logan Whitaker.
Raldy McCoullough, proud parent of FIDA footy player, Caleb, agrees.
“FIDA has shown Caleb that there is something out there for people with disability,” he says.
“Just in his normal life, Caleb’s stepping up. FIDA leadership has come along, and he hasn’t stepped back.”
FIDA is all about fitness, fun, friendship, and a real sense of belonging – and above all, it fosters a culture of respect. That’s why My Plan Manager is proudly partnering with the organisation to bring footy to people across Victoria.
Being part of a sporting movement that's committed to creating opportunities for everyone to lace up their boots, get outdoors, and join their mates (old and new) in a bit of friendly fun – who wouldn't want to throw their support behind that?
Thanks for having us FIDA!
To learn more about FIDA and how you can get involved, click here.
Vegemite and Jatz, snags and Bunnings, and Hamish and Andy – some Aussie icons are even better when they’re paired together.
And that’s true for My Plan Manager and Special Olympics Australia. The organisations recently launched their first-ever partnership, which aims to develop Special Olympics Australia’s suite of sports programs for people with intellectual disability, developmental delay and autism.
Importantly, the collaboration will also support athletes and their families to navigate the complexities of National Disability Insurance Scheme (NDIS) funding.
At the partnership launch event, My Plan Manager Chief Executive Officer, Jane Kittel, spoke of the connection between the two organisations.
“My Plan Manager’s purpose is creating a fair and inclusive Australia where everyone has the right to achieve their potential, and that’s perfectly aligned with Special Olympics Australia who place inclusivity front and centre of everything they do,” said Jane.
“We want to back organisations that really make a difference and give back to the communities where we have a presence.”
Making a difference is synonymous with the work of Special Olympics Australia.
With clubs and programs in every state and territory across the nation, the organisation provides a place of belonging and a sense of community for thousands of people with disability and their families – plus coaches, officials and volunteers.
“Special Olympics runs training and competitions for people with intellectual disabilities at every level in every state, with major events throughout the year,” said Special Olympics Australia Chief Executive Officer, Pierre Comis.
“We put our athletes on the world stage every four years in the World Games. But more importantly, we give them opportunities every single week to come together and train, and to compete at a local level through everything from weekly club competitions to our state, national, Asia Pacific and World Games in both summer and winter sports.”
One of these athletes is Madi, who – along with her teammates – helped launch the partnership between My Plan Manager and Special Olympics Australia at an event in My Plan Manager’s corporate headquarters.
At the age of nine, Madi was hit by a car when she was leaving a playground. She was lucky to survive.
Reflecting on the accident, she said:
“Since then, I have had to learn how to do everything again – walk, talk, swallow, read, live.
Before my accident, I was a mad athlete. Any sport was great, but basketball was my real love.
I’ve been lucky to find basketball again with Special Olympics Australia, but my physical and intellectual challenges make it so much harder for me to achieve my best.
In 2022, I went to Tasmania to play basketball for South Australia at the Special Olympics Australia National Games. I was so proud to compete and represent my state.”
Following the National Games in Tasmania, Madi competed at the 2023 Special Olympics World Games in Berlin. She and her teammates secured a bronze medal in the last seconds of a nail-biting, overtime match against Kazakhstan.
More importantly than bringing home a medal, Madi brought home joy.
She said playing basketball with Special Olympics Australia “makes me feel better about myself”.
According to Pierre, Special Olympics Australia is an organisation that has grown into a movement and a strong and powerful way for participating athletes to demonstrate their capabilities to everyone in the country, and indeed the world.
“We use sport as the vehicle, but we have so many different programs that allow us to achieve our goals,” said Pierre.
Special Olympics Australia’s programs include Young Athletes for children with and without disability aged two to eight, Inclusive Sport in Schools for educators, and an Inclusive Sport Academy for budding coaches.
As for My Plan Manager, athletes (and their supporters!) can expect to see our team members cheering from the side lines and providing NDIS plan management education at one of the many ‘Healthy Community Hubs’ that are open at state and national games.
Together, My Plan Manager and Special Olympics Australia are partners in inclusion.
The presents are wrapped, the cake’s been baked, and there are candles at the ready. Turning 18 is a milestone in everyone’s life – a day that marks the end of childhood and opens the door to the adult years.
But for some, turning 18 brings with it an added layer of complexity, and that means they need a little extra support.
That’s why the National Disability Insurance Agency (NDIA) created the role of a nominee.
If you’re a participant in the National Disability Insurance Scheme (NDIS), and you’re aged 18 or older, you’re in control of your life and you can choose how (and if) you want to engage with the Agency.
From applying to join or remaining in the Scheme, through to the information you provide to the NDIA and the supports you use, those decisions are yours to make.
But if you find it difficult to make decisions – even with support – that’s where nominees come into play.
A nominee is a representative appointed to make decisions or do things on behalf of an NDIS participant. They can be appointed at the request of the participant themselves, or in very rare circumstances, the NDIA can appoint them too.
For under-18s there are child representatives (usually a parent or guardian).
There are two types of nominees in the NDIS – plan nominees and correspondence nominees – and participants can have one or both.
They can also have more than one person acting on their behalf to do different things or to make decisions in different areas.
A plan nominee can act and make decisions on your behalf if it’s not possible for you to do something, or if there’s something you can do, but would prefer not to.
For example, a plan nominee can make decisions about preparing and changing your NDIS plan and managing your funding.
Your plan nominee must listen to your wishes and take actions that support your personal and social wellbeing.
A correspondence nominee can make decisions for you about your business with the NDIA, but they can’t prepare or change your plan, or manage your funding like a plan nominee can.
For example, a correspondence nominee can receive letters and notices from the Agency about you or for you, and they can also communicate with the NDIA on your behalf.
Nominees can be people who you trust, like family or friends. Have someone in mind? Ask yourself if that person:
If you’d like a nominee to support you with the NDIS, there are two ways to nominate or ask for one (or as many as you’d like). You can:
Make sure you have your proposed nominee’s name and contact details handy to share. If you’d like to appoint an organisation or company as your nominee, it’ll need to provide the name of the person who’ll be acting on your behalf.
Situations change, so if you’d like to remove or add a nominee, you can contact the NDIA and let their staff know.
Do you have a question about nominees that we haven’t answered here, or would you like to do some more research? Find out more about having someone represent you by visiting the NDIS website.
Whether you’re seeing an Occupational Therapist (OT) for daily life solutions, a speechie for help with communication, a physio for your movement, or a dietician to make the most of your nutrition, allied health appointments can truly add value to your everyday life.
But how can you make the most of your appointments, stretch your funding to extract all the value, and really understand where you are and what you can achieve?
It’s time to think strategically about therapy and take control of your appointments.
We spoke with Catherine Daly, an OT and mental health adviser from Occupational Therapy Australia who also works in private practice at What About Play Occupational Therapy and Child and Family Psychotherapy, as well as Clare Batkin, an experienced OT and owner of clinical education business, Your OT Tutor, about how to prepare for success with therapy, keep up the momentum, and know when to take a break or finish up. Clare has also engaged in allied health sessions as a client, accessing therapy for her own children, which gives an extra layer of insight to her feedback!
Perhaps you’ve been recommended a specific therapist, or you’ve been matched with one who’s part of a wider organisation. Realistically, it’s going to take time to get to know each other and how you both like to work to make the most of each session.
Be prepared to fill out a fair bit of paperwork ahead of your initial session – this will help your therapist understand as much as possible about you before you meet – and set aside some time to read through all the information they’ve provided to you, as this can help you be ready and prepared for your session.
Clare says therapists should have lots of systems in place to make appointments run as smoothly as possible.
“Hopefully, you will have a clear understanding of why you are attending the appointment (i.e. what skills the clinician might work on, what help they can/can’t provide), so prepare a list of questions, goals or what you are expecting to achieve, so you don’t have to rely on your memory if you are put on the spot,” says Clare.
“Having said all that, sometimes the first appointment, especially for children, may just be about observing and building a connection with the child (rather than bombarding you with questions straight away). Discussing ‘what to expect’ during the first appointment with the specific clinic you are attending will help you understand what may be covered and how to prepare.”
Catherine says you should also go easy on yourself if any feelings come up – getting ready to start therapy or work with a new allied health professional can be nerve-wracking.
“It can be challenging to consider engaging in therapy. You may therefore feel nervous, uneasy, and overwhelmed about what to expect,” says Catherine. “Know that these feelings are normal, and your therapist will understand the challenges you may be facing in making and attending the appointment. You can also bring a support person (family member, carer, friend) with you if you wish.”
Catherine says there’s a lot to cover as you get to know your therapist and they get to know you. They may offer you choices about where your appointment can take place – in their clinic, or your home or another safe space for you (remember that most therapists will charge travel time if they’re coming to you).
“In the first session, they will discuss how they manage your privacy and confidentiality, including the limits to this around safety and risk. Therapy service agreements and expectations will also be made clear,” says Catherine.
“Your therapist may then ask you about what brought you to therapy, and what your main concern is. Part of this may involve telling your story and history to them. They may also engage your support person in this conversation to help make sure they have all the relevant information about your particular circumstances.”
When accessing therapy, you should expect to:
If you’re a National Disability Insurance Scheme (NDIS) participant then of course, you’re all over goals! You might even have heard of the goal-setting acronym SMART – which stands for setting goals that are:
However, when it comes to allied health therapy, sometimes it’s helpful to be more flexible with your goals. Clare says some therapists will go with SMART goals, while others use more generic goal setting, which can be ‘just as effective’.
“There should be an outcome that you are working towards, that has been named, and with some sort of timeframe in mind, but if it is not in the ‘SMART’ format it doesn’t necessarily mean that it’s not good enough,” says Clare.
“Often, the most effective approach combines both short term and long term goals. The long term goal might be something worked on over a term or year, while short term can be the smaller stepping stones that happen in each session, or over a few sessions.
“The short term goals can help you see the progress you are making (even if the long term goal seems overwhelming).
“Most therapists will have a goal-driven approach and will work collaboratively with you to set goals. If they don’t have goals, there’s a risk you’ll just continue therapy forever, with no end point in mind, so they are essential to include.”
Catherine agrees that while SMART goals can be helpful, staying on track with goals that are relevant and useful to you is the most important factor.
“It may be more useful for you and the therapist to work together to define your goals and explore ways to track this,” says Catherine.
“Sometimes, psychosocial or emotional goals are hard to contextualise into a SMART goal format without clarity. This process should be part of your initial assessment, and then in ongoing reviews and assessments.”
Allied health therapy isn’t like getting a yes/no answer or a diagnosis or popping a pill. It can be like going on a journey where there are many twists and turns on the way to your destination. And, sometimes, there is no destination – the whole point is the journey!
So how do you know when therapy is working for you? Catherine says it’s important to look at the big picture.
“Therapy is not just about reaching arbitrary outcomes, but about developing capacity, maintaining health and wellbeing, understanding your limitations or constraints, finding meaning, and/or feeling connected,” she says.
“Individuals may have different markers for the success of therapy, and this should be discussed with your therapist regularly as part of a review/feedback process.”
Clare says you should be able to tell by the way you feel, both in attending the sessions and how you’re communicating with your clinician.
“You’ll know if it is working if you are seeing progress towards your/your child’s goals, and it’s not something you’re dreading each week,” says Clare. “You should feel like you can have open communication with the therapist, and that you have confidence in the recommendations they are making.”
“You’ll feel like there is progress, that your therapist is really listening to you and collaborating with you in the overall therapy plan, and you’ll feel you can trust them and their expertise.”
Perhaps you’re co-parenting with someone who doesn’t believe your child needs allied health therapy. Or your close friend is quite negative about your sessions, and you’d really like their support. According to Catherine, there are ways to help bring others along on the journey.
“This is tricky, and it is something to consider as part of the therapy process. Individuals are always at different seasons and points in their understanding or acceptance of a concern,” says Catherine.
“Your therapist should have a clear discussion about how you as a team can approach this, what level of information/approach feels comfortable to different family members, and how to have a consensus for therapy.
“Part of this is also acknowledging the grief/loss and adjustment that some individuals may feel when there is an unexpected or challenging health concern. This needs to be considered within the process of therapy.
“In addition, following a thorough initial assessment period, your therapist should provide feedback to the individual, the family and supporters about their understanding of the ‘problem’, how it is being perpetuated, how to navigate it and make sense of it, and what this means for the person/family in terms of their occupation and their function, as an example.”
You might have thought homework’s only role was for academic study, but continuing to work on yourself outside of therapy appointments is vital. It’s unlikely you’ll be able to achieve all you want just in sessions, so practising new skills outside of appointments will be key.
Clare says it’s all about translating your skills to your everyday.
“Therapy will always work better if you can apply the strategies you are learning in your sessions in your real life,” says Clare.
“Therapists should be setting the expectation from the start that they can’t ‘fix’ everything if you are coming to clinic sessions only and not applying the strategies outside sessions.
“For children – and many adult clients – therapists may use some sort of coaching approach (at some point) to help clients or families build skills to carry on what they are learning outside of sessions, and to eventually build the skills to problem-solve their own solutions in the future (i.e. a ‘self-management’ approach).
“You should work with the therapist to work out the perfect amount of ‘homework’, so that you aren’t feeling overwhelmed with too many things to get through, or ‘underwhelmed’ because it isn’t challenging enough or not adding in anything new.”
And remember, you’re in control of the homework too – it’s up to you and your supporters to let your therapist know if it’s working for you or if you need a change.
“This is where the collaborative approach is important, and that you can feel welcome to speak up if things aren’t working,” says Clare. “Remember that therapists can’t change something if they don’t know it isn’t working for you – they will probably go with something that works for the majority, but they will rely on your feedback to tailor it, so it is perfect for what you need.”
Of course, it’s natural to think our success will look like a single, unbroken straight line, angling up, up and up to a better life! But that’s not always reality.
“Sometimes, you may feel as if therapy is not working,” says Catherine. “This is part of the process and should be explored with your therapist.”
Clare agrees the journey won’t always be easy.
“It is normal to have bad days or sessions,” she says. “When these happen, take some time to reflect on why. Is this just a one-off day, because there were lots of other things happening at the time, or is it a pattern that is starting to emerge?”
“A pattern/series of bad days could indicate that the therapeutic relationship is getting off track – this could be addressed through being open about your concerns and seeing how the therapist responds to adapt their approach. Or it could be that you are experiencing a bit of therapy burnout, and taking a break is needed to reset.”
Clare says this is why goals are so important – because they help map out your therapy journey.
“If you don’t have any clear goals for each session (or series of sessions), this can also contribute to you feeling like you aren’t making progress – even if you are,” says Clare. “It’s just that the steps are small and slow towards a big, long term goal.”
“Reflecting back on the progress you have made can be helpful for maintaining your motivation, even when you think you’re not improving or you’re going backwards.”
Ever had a bad haircut and decided to find a new hairdresser for your next one? Allied health therapy can be the same. If you’ve tried allied health in the past and hated it, it’s not a sign to give up on therapy all together – it can be a sign you need to find a therapist who better gels with you.
Catherine says the qualifications and specialties of your therapist matter, and it’s also important to remember that while therapy should feel safe and engaging, at times it can be tough too.
“While it is important to feel comfortable, heard, and validated in therapy, it is also important to know that therapy can create a bit of unease as you work through the conflicts/concerns you have,” says Catherine.
“A good therapist can contain the fears you may have and discuss this with you, as you ‘stretch’ yourself to navigating difficulties.
“Therapists have a broad range of skills, interests, and specialisations. Sometimes, your therapist may suggest that your needs are better suited to a particular therapy approach. Know that your therapist will discuss this openly with you and support you to access this.”
Clare says if you have misgivings, it’s important you discuss them with your therapist, even if it’s tempting to just give up or to find someone new, because there can be lots of little things that might be holding you both back.
“Don’t leave without bringing it up first – sometimes, it could just be that the therapist didn’t realise a different approach was needed, or that they weren’t explaining their justifications clearly enough, or that it just wasn’t working for you,” says Clare.
“Sometimes, that feedback is enough for them to change their approach and sessions start working, but sometimes it will just be that you are not a good fit for each other.”
She stresses that it doesn’t mean everything is lost! It just means you might work better with someone new.
“Use this experience as a learning experience to help you when choosing the next clinician,” says Clare.
“Depending on where you live, there may not be too much choice, with many clinics having long waiting lists. But if you need to move on, write a list of what didn’t work, and what you are looking for in your next clinician.
“Is it the timing of their appointments, their expectations about how much ‘homework’ you do, or how included you feel in the decision-making process? Write a list of your preferences and keep these in mind when searching for your next therapist.”
This is one for the parents or caregivers who can’t attend every appointment. Some appointments might take place while your child’s in school, or your therapist might recommend no audience so your loved one can focus.
But when you’re not in the room, how can you stay across everything that’s happening in therapy?
Catherine suggests scheduling regular feedback sessions or shared communication – which benefits both the participant and the therapist, and Clare says your therapist will likely have a good solution for keeping everyone up to date.
“It could be that all parents/supporters are CCd into emails that provide regular updates of therapy plans and progress, or having a regular meeting where all stakeholders are invited may be beneficial,” says Clare.
“Ensuring that any strategies that are recommended for outside sessions are accessible to all is also important – e.g. the therapist could provide handouts, or short video summaries of what to do.
“Just remember that any communications or resource prep that happens outside of face-to-face sessions generally needs to be charged for (unless it is already factored into the hourly rate of the session), so chat to your therapist to ensure everyone’s expectations are aligned.”
Everyone is trying to make the most of their NDIS funding and get value for money from their plan. Fortunately, good communication with your therapist can help you both find a solution to squeeze every last drop from your therapy budget – after all, this translates into potentially life-changing skills for you.
Clare says you could consider reducing the frequency of your sessions – for example, seeing your therapist fortnightly instead of weekly, but with the understanding you’ll be your own therapist and continue with homework outside of those sessions, so you keep progressing.
Otherwise, consider working with a student who’s an allied health assistant working under supervision, as their hourly rate in the NDIS is significantly less than that of a therapist.
Or look at where sessions are happening.
“If sessions are happening at home, consider if there is an option to do some appointments at a clinic – you’ll need to make your own travel arrangements, but it could save on travel costs the therapist would otherwise need to charge,” says Clare. “Or, for some clients, telehealth appointments could be possible rather than a therapist charging to physically come out to your home.”
“Not all options will be appropriate for each client, but you could speak with your therapist to see what may be appropriate for you if you are needing to stretch your funding further.”
Catherine agrees that talking to your therapist, including asking whether you could access small group sessions with shared cost, or brief review sessions, are ways to extend your budget. And she suggests harnessing the power of a therapy break to not only save money, but also support your development.
“It’s normal to have breaks and pauses in therapy to enable you to consolidate any approaches or interventions,” says Catherine. “You and your therapist should plan and make use of this as part of your therapy journey.”
“There are seasons in individuals’ lives, and the timing of therapy should be considered as part of the therapy process.”
You’re in the National Disability Insurance Scheme (NDIS). You have your funding and you’re ready to spend it, with a burning desire to hit your goals. You’ve locked in a plan manager (us!) and you’re ready to focus on what truly matters – you!
What's next?
At this point, you’re ready to choose your providers and (ideally) start locking in service agreements that will kick start your spending in the Scheme. A signed service agreement should lay out the supports you’ve engaged a provider to deliver, and the terms of your agreement – including the price, delivery dates and conditions.
This is where My Plan Manager’s client portal (web and app) comes into the picture.
Our client portal is a powerful tool that puts you in the driver’s seat of your NDIS journey, by letting you track your plan budget in real time and helping you to see what you’ve spent, right down to the last cent.
It’s like using a banking app that lets you see every transaction and all your available funds – except it’s been custom built for NDIS participants and their budgets. This means you’re never spending in the dark, there’s transparency of every facet of your funding, and you have control and the ability to increase spending or pull it back to make the best use of your NDIS dollars.
We’ve made our client portal as simple and powerful as we can, so you can breeze through the platform and make the most of your funding. And, if you’d like to use it on the go, you can access it via our mobile app too!
Here’s a look at what our client portal can do (with a virtual walk through at the end!).
Our client portal lets you track your NDIS budget in real time to see where your spending is up to. You can view support categories, support areas and monthly reports. You can generate your own reports to track spending too.
You can also see how much funding’s been allocated to different providers, based on what you’ve agreed upon in your service agreements. Allocating funding in this way (by talking to us) means that funding’s set aside – or locked away – for the supports you’ve agreed to, giving you assurance your providers can be paid quickly and simply, when the time comes. Of course, you can unlock funding whenever you want to – just get in touch with us and we’ll assist you.
You can submit claims for reimbursement through our client portal. Alternatively, you can email claims to [email protected].
If you’ve made a purchase out of pocket using a ‘buy now, pay later‘ option like Afterpay and you’re seeking reimbursement, the National Disability Insurance Agency (NDIA) has specific requirements, which we explain here.
Having visibility of past and current claims and the ability to look over invoices provides a complete record of where you’ve spent your funding and what supports you’ve received. These are securely stored and available for you to see at the click of a button.
With My Plan Manager, you can choose to approve every invoice – or invoices from specific providers – before we process them, offering you an extra layer of control over your funding. If you choose to do this, you can approve them inside our client portal – we’ll notify you once they’re ready to review.
If you’d like your support coordinator or another person in your life to access your information in our client portal, we can easily arrange this with your consent. You and they will need to complete this Client consent to obtain and release information form or alternatively, you can contact us to arrange it.
Our client portal has the latest security features, so your privacy and information are safe and protected. Best of all, there’s no password required! Multifactor identification means you can log in via SMS or email.
If you’re ready to take the next step, we recommend taking our virtual client portal tour to familiarise yourself with the different areas and features of the platform.
If your NDIS plan hasn’t yet transitioned to the NDIA’s new PACE computer system, select the first option below. Otherwise, if you know you have a PACE plan, click option 2.
Once you’re ready to access the My Plan Manager client portal, click this link and log in via SMS or email.
To download and start using our mobile app, click here.
Registration for our client portal is automatic when you join My Plan Manager, which means there’s no need to sign up, but if you need some help, just get in touch.
Read up to this point? You’re clearly serious about taking control of your NDIS funding! Here are a few tips to help ensure a seamless experience with our client portal (web and app).
To address any issues with the client portal, just refresh your browser (that usually works!). You can also try logging out and logging back in, or even clearing your cache.
If you experience any issues with accessing the mobile app, the steps below should help:
If you have any questions about our client portal, our friendly team is here to assist. You can call us on 1800 861 272 from 8am–6pm (SA time), Monday to Friday or email us at [email protected].
