Claire sets up new Service Agreements with her existing clients, as well as three new clients who found her through local advertising. Claire’s really excited about the new opportunities, but as it takes her a little while to get used to making bookings using the myplace Provider Portal and she finds she is getting behind with paperwork.
Claire decides to employ a uni student, Dave, who is after some part time work. Once Dave gets the hang of things, he is able to check out the online Provider Toolkit for any problems he comes across. The ‘Hot Topics’ and 'Frequently Asked Questions' sections often come in handy. Claire really notices the benefits of having additional support with her NDIS work and feels that employing Dave is money well spent.
Clive gets a call from Mohammed, an NDIS participant who would like to have his apartment cleaned. Clive is excited to hear that Mohammed found him through his online ad.
Clive realises that the process will be different to what he’s used to. Normally an office manager will call or email to lock in a regular time cleaning time. He doesn’t usually have direct contact with clients as he typically cleans after hours.
Clive meets Mohammed at his home, and they work together to make a Service Agreement that outlines when and how regularly he will clean, as well as how much he will get paid. Clive finds it useful to meet with Mohammed and he likes meeting his client in person.
Mohammed sets up their first Service Booking on the myplace Provider Portal, and Clive accepts it online before commencing the cleaning work.
Maraya finds a copy of the Model Service Agreement in the Provider Toolkit and downloads it as a template for the organisation to use when signing up NDIS participants.
She also sets up a time with her finance and administrative teams to go through some of the Step by Step Guides on the Provider Toolkit to make sure everyone is familiar with the myplace Provider Portal. She knows that this is where they will need to make (and amend) Service Bookings, as well as lodge their payment requests.
This section covers:
Completion time: 15 minutes
The key steps to working with NDIS participants are:
- Create a Service Agreement – Once a participant has connected with you, together you’ll create a Service Agreement.
- Create a Service Booking – Either the provider or participant can set up a Service Booking using their myplace Portal – this is also where changes to bookings can be made.
- Provide supports or product – The provider carries out the service or delivers the product as outlined in the Service Booking and in line with the Service Agreement.
- Track outcomes – The provider checks the participant’s progress by referring back to their plan and documenting how their services contribute to reaching the plan’s goals.
- Close Service Booking – Once the service or product has been delivered, close the Service Booking.
- Submit payment request – For self-managing participants, once the service or product has been provided, the provider will invoice the participant directly. For participants on other plan types, once the agreed-upon service or product has been delivered, the provider can make a payment request through the myplace Provider Portal (refer to the next section, ‘How do I get paid?’ for more information about payments)
Once you’re working within the NDIS, each new partnership with a NDIS participant will start by developing a Service Agreement together with the participant and sometimes a trusted person (such as a family member or friend) and you’ll use the myplace Provider Portal to manage bookings.
Developing a Service Agreement
A Service Agreement is a simple document that ensures everyone is on the same page before the service or product is delivered. To guide you and your participants through the process, you can use the easy-English Guide to Service Agreements and a Sample Service Agreement in the Provider Toolkit.
It should clearly outline the type of support, how and when it will be delivered (in line with the participant’s approved NDIS plan and their objectives) as well as the costs, how long the participant will need your services and how to troubleshoot any issues that might arise.
When you’re developing a Service Agreement, make sure you keep in mind the overall aims of the NDIS:
- supporting the independence and social/economic participation of people with a disability
- enabling people with a disability to exercise choice and control in the pursuit of their goals - as well as the planning and delivery of their supports.
It’s important to understand that a participant can change the details in their Service Agreement (or even change providers) whenever they like - as long as they give the 'reasonable notice' outlined in the Service Agreement.
Setting up a Service Booking
Once the Service Agreement has been agreed and signed, you can set up a Service Booking using your myplace Provider Portal account. Just as you would organise any other appointment, the Service Booking will outline the basic details of what is being provided as well as the cost. Service Bookings can be made using the Portal, either by a provider or by the participant.
Sometimes providers run into problems when setting up a Service Booking - make sure you look at the step by step guide on Using the myplace Provider Portal if you run into any issues. There may also be some answers to your particular issue in the ‘Help and Support’ section of the Provider Toolkit. If you can’t resolve these yourself contact the NDIS on 1800 800 110.
The myplace Provider Portal
The myplace Provider Portal is what you will use to manage your NDIS services including bookings, payments and communicating with participants. The portal features a handy dashboard that lets you shortcut directly to what you need to do - such as viewing your message inbox, creating and managing Service Bookings/payments and updating your details. The more comfortable you are with the portal, the easier it will be to work with participants. It’s a good idea to get into the habit of logging into the Provider Portal each work day.
If you need help using the portal, simply select the question mark tile for an explanation of all the different functions or go to the ‘Using the myplace provider portal step by step guide’ in the Provider Toolkit.
The NDIS is continually improving the myplace Provider Portal to make sure it suits your needs. You can stay up to date with changes by checking the notifications banner at the top of the Provider Toolkit and your messages tile in the myplace Provider Portal.