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.
How can a neurodivergent workforce transform from simply surviving at the office to thriving in a fulfilling career?
Embracing the strengths of neurodivergent people isn’t just good for individual employees, but there’s a strong business case for it too – with satisfied staff who feel supported to give their all at work likely to stay put for longer in an organisation they can see themselves reflected in.
We’ve got the information to get you started, and insights from people with lived experience. Whether you’re a jobseeker empowered to find a supportive employer or a business looking to build on the strengths of neurodivergent staff, it’s all here.
South Australia is leading the nation in exploring how better support for people who are neurodivergent can also deliver wins for businesses.
The South Australian Government’s Office for Autism has Autism Works, a program for organisations and individuals to tap into the autistic strengths of employees and find out what accommodations can help support employees to not only perform at work but thrive in their professional environment.
Dr Emma Goodall, Director of Strategic Translational Research in South Australia’s Department of Premier and Cabinet – and founding director of the Office for Autism – says all employers must comply with Federal and state/territory-based legislation relating to employment and disability discrimination laws.
“Employees need to be able to do the work they are hired to do. They can ask for reasonable accommodations to make this easier and their output more effective, as long as the accommodations are possible within the context – for example, a surgeon cannot work from home whilst performing surgery,” says Emma.
However, accommodations can potentially support the entire workforce, she adds.
“The Office for Autism provides a template for an employee and employer to look at and agree on reasonable accommodations together,” she says. “This can be used for other reasons and not just for neurodivergent employees.”
Examples of accommodations could include:
Here are the resources the Office for Autism offers.
Having said all that, it doesn’t mean the path to acceptance and inclusion isn’t without twists and turns.
While disability discrimination is illegal, there’s always the risk that people who disclose their diagnosis or ask for accommodations may be subject to unconscious bias. However, Emma (who is autistic herself) says it’s vital that employers and senior staff understand the whole picture.
“It is illegal to discriminate based on disability or a range of other factors. An issue for individuals who perform better with accommodations is that their potential can sometimes be overlooked, and this can come across as discrimination,” she says.
“It is useful to ensure that managers know how the accommodations are working and the positive impact that they can have.”
Being wildly supportive of neurodivergent employees has paid dividends for Cherie Clonan of The Digital Picnic.
Cherie received an autism diagnosis as an adult and her Melbourne-based digital marketing training and management agency is welcoming of neurodivergent employees.
“I think that being a workplace designed with neurodivergence at the forefront benefits all,” she says. “Our neurotypical employees thrive in a neurodivergent workplace – it’s not harming anyone, rather, it’s radically benefitting all.”
“Our business genuinely benefits from neurodivergent strengths. For example, our content design specialists think in content and video production, I watch them and think, I could never! Our staff usually specialise in an area which is a special interest to their autistic or ADHD brain, they hyperfocus and bring intense passion… other workplaces could only dream of having someone so dedicated.
“Our clients constantly give us compliments, and when I read the bullet points from clients, every point is a neurodivergent strength.”
And Cherie’s leadership in business was also recognised at the 2024 B&T Women in Media Awards, where she won the Glass Ceiling Award and was recognised as Woman of the Year.
Cherie says The Digital Picnic’s structure of inclusion has translated into better staff retention and consistency for the business. That makes dollars and sense.
“For other businesses who want to emulate what we do, the upsides are that I have double the retention rate with every single person on my team. The industry average is two years, our minimum retention is usually four years, and our average is actually six to seven years with our business,” says Cherie.
“Think about how expensive it is to re-hire, it’s about $33,000 per person and that’s something I’ve been able to avoid when my staff are in a psychologically safe, truly inclusive setting that makes them feel good about the work they do.”
Emma agrees, saying inclusive workplaces allow people to feel safe and “bring their best selves” to the office or job site.
“When we support people to work effectively and authentically, people can bring their best selves to work. This always benefits the employer through more productive and effective staff. It can also support people’s wellbeing and promote worker retention,” says Emma.
While it’s widely understood that protections against disability discrimination exist, that doesn’t mean every employer is utopian for people who are neurodivergent.
Cherie says you don’t need to disclose your diagnosis to an employer if you don’t feel like it’s the right move for you.
“I think honour that fear. I know that what I’m describing for The Digital Picnic is not normal (for most workplaces) – it’s radical, inclusive and accepting, and that what happens when you have lived experience at the helm of a business,” says Cherie.
“It’s not the norm, there are a lot of workplaces that are genuinely unsafe to come out as neurodivergent. If you have a feeling of fear, I would honour that gut instinct. I know that neurodivergent people can clock pretty well when it’s not safe and our pattern recognition is usually spot on.
“You’re okay to not disclose, not come out if you don’t feel safe to be able to do so. It’s realistic to know that in 2024, we are not quite there at that spot where it is completely safe to come out as neurodivergent in every workspace.”
The Autism Works program has information for businesses at every step of the process, from recruitment and interviews to inductions and making reasonable workplace adjustments.
Most adjustments are simple to implement – this guide can help employers and employees to work together to find the right adjustments.
For more costly changes, financial assistance may be available. Find out more here.
And remember, just as accessibility for people with physical disability extends to helping the entire community (think about how a ramp allows wheelchair users and people with walking frames to go up the kerb, but also helps caregivers with prams, delivery people with sack trucks and travellers with rolling suitcases), adjustments designed for people who are neurodivergent can benefit a neurotypical employee as well.
Cherie says businesses looking to replicate The Digital Picnic’s success as an inclusive employer need to be committed.
“I think about workplaces that want to benefit from neurodivergent strengths, so they go all in on neuroinclusive hiring, but then the safety stops, and the workplace isn’t safe for the neurodivergent person,” says Cherie.
That’s why she says ongoing education and training for all staff is key.
“I’ve learned in my life the best way to facilitate change that you want, especially in the workplace, is through education,” says Cherie.
“What does the learning and development budget look like at a company level? Can you bring someone with lived experience in to educate in that space and teach at a leadership level how to be more neuroinclusive?
“When there is that buy-in, there is a ripple effect, and I’ve been hearing from neurodivergent folks saying that then about six to 12 months later, their workplaces have become significantly safer. Following the advice of someone with lived experience means employers know better and do better. Education is key.”
While many people recognise neurodivergent traits in themselves without ever pursuing a formal diagnosis, a formal diagnosis can be helpful. But it’s expensive – ADHD and autism diagnoses can cost thousands of dollars and wait lists are long.
That’s why The Digital Picnic funds staff to pursue an assessment if they choose.
“All I ever want to do is create the most neuroinclusive place I possibly can. This is about knowing more so you can do more, and part of that is deeply understanding who we have on our team,” says Cherie.
“For our team, they benefit from knowing what accommodation they need at work in order to thrive. A lot of our folk are exactly like me – a couple of kids have gone before them for diagnosis and that’s $4500 per child, so by the time they get to themselves they can’t afford or justify paying for an assessment, but at the same time it couldn’t be more important for them.
“Some of them have gone down that path, funded by us, and incredible things have come through that – professional and personal gains, even some being able to access NDIS funding, which has transformed their lives out of work. I’m so happy that a piece of paper has helped them get even more support outside of work.”
But for those who don’t want a formal diagnosis, Cherie says self-identified accommodations are accepted and just as valid.
“I genuinely believe there is so much privilege attached to a piece of paper, but the folks who are self-identifying are just as valid as if they had the piece of paper,” she says.
“You’re never ‘just’ someone who self-identified. We know that most people don’t wake up one day to spend hours, weeks, months, years researching if they are neurodivergent unless they have a deep feeling that it applies to them.”
Emma believes inclusion is about more than just paid work – true inclusion has wide-reaching benefits for the entire community and reframes perceptions and expectations of people with disability.
“I would like to see the positives of autism – high levels of knowledge in areas of interest, loyalty, ability to hyperfocus, autistic joy, autistic communication – as a standard for clear communication… and to do this, I think it is about sharing more stories about the good lives that many of us live as adults,” says Emma.
“However, this needs to be done sensitively and balanced with the stories about how supports help us to live those good lives. Being a volunteer is as meaningful as being in employment.
"What a good life looks like is different for everyone."
30 September 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
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
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
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.”
With all the talk about PACE – the National Disability Insurance Agency’s (NDIA) new and improved computer system – you may have heard rumblings about ‘recording’ or ‘endorsing’ providers. But what exactly does that mean? Do you really need to do it? And if you do, how do you go about it?
Let’s break it down.
In the new world of PACE, endorsing a provider means a National Disability Insurance Scheme (NDIS) participant – or their plan nominee, child representative or Public Guardian – records the providers they regularly work with as part of their NDIS plan.
Once endorsed, those providers are known as ‘my providers.’ They get paid more swiftly than those that aren’t endorsed, and they can view parts of your NDIS plan, if you give them your consent.
You’ll hear both terms – ‘endorse’ and record’ – used. Don’t worry, for this purpose they mean the same thing!
If you’ve got a PACE NDIS plan and you access any of the following supports, you’ll need to record the providers that deliver them as ‘my providers’:
Importantly, plan managers (like us!) need to be recorded as ‘my providers’ to be paid by the NDIA – but you don’t need to endorse your plan managed supports if you don’t want to.
If your plan hasn’t yet been added to the PACE computer system, you won’t be able to record ‘my providers’, but once it has, you will.
And, if you choose to self manage your supports, the NDIA says you won’t need to record your providers at all.
We’ve included some more information about the NDIA’s rules around recording providers below.
Recording ‘my providers’ is simple to do. Just follow these steps:
If you’d like to endorse My Plan Manager as your plan manager, we’ve made it easy to do just that! Simply fill in this form and give it to your ‘my NDIS’ contact.
Once you’ve recorded your ‘my providers’, they’ll remain recorded on your plan – unless or until you decide to make a change. If you’d ever like to add or remove a ‘my provider’, you can do so by talking to your ‘my NDIS’ contact or by calling the NDIS national contact centre and letting their staff know.
If you’ve ever had service bookings made for you under the NDIA’s ‘old’ computer system, you’re probably familiar with the practice of setting aside funding in your plan to cover the supports you and your providers agree they’ll deliver as part of the booking.
Things are a little different in the new world of PACE, but the changes are designed to make life simpler for participants.
Once your plan is added to the PACE computer system, the NDIA says endorsing or recording a provider replaces the need for service bookings. This means any providers associated with your current bookings (except those that deliver SDA, home and living supports, and behaviour supports) will automatically be recorded as a ‘my provider’ – making the processing of claims easier.
The NDIA has created resources to help participants record their ‘my providers’. The resources are accessible online and include:
It’s important to remember PACE is new and it’s evolving – which means there are plenty of changes happening! Make sure you keep up to date on what’s going on by visiting our regularly updated PACE FAQs web page.
If you’ve got a PACE question, we’re here to help. You can email us at [email protected] or call us on 1800 861 272 from 8am-6pm (SA time), Monday to Friday.
