Improvements to Support Coordination requests for service

11/09/2019

There are improvements to the way Support Coordination requests for services (RFS) are managed for registered providers.

RFS for registered providers will now be distributed and managed via the myplace provider portal.

This change will allow planners, Local Area Coordinators and registered providers to manage requests and deliver services to participants more efficiently.

A notification email will be sent to the business email address of registered providers when an RFS has been sent, advising them to login to the myplace provider portal to action new requests. Online RFS forms can be found through a new tile in the myplace provider portal called ‘Request for Service Forms’.

Once an RFS is received, providers have four business days to accept or decline it.

If a provider is unable to accept the RFS, they will be prompted to provide a reason. Responses help improve the planning process for NDIS participants.

This change will provide a central location for registered providers to view and manage received RFS. It will also provide greater visibility of the status of any RFS for NDIA planners, allowing them to connect participants and providers more effectively.

The myplace provider portal step-by-step guide has been updated with information on the RFS.

Unregistered providers will continue to receive any RFS from planners using the current email process.

If you have any feedback or questions about the RFS enhancement please email the NDIA (provider.support [at] ndis.gov.au) or phone the National Contact Centre on 1800 800 110.

Removing gaps in-between participant plans

02/08/2019

The NDIA is making changes to the NDIS myplace portal to improve the process where there may be a gap between new and old participant plans.

The aim is to ensure participants will be able to receive services regardless of if there is a delay in the scheduled plan review process. It also means providers will continue to be able to claim for services while the participant prepares for a plan review.

The changes started in early August and the second stage of system changes are rolling out from Wednesday 4 September.

Budget:
• If there is additional funding included in a participant plan it will be added at the Core and Capacity Building support category level, providers will need to edit their service booking to increase the value of the service booking to claim.
• Any additional funding relates to existing supports included in the participant plan. Participants need to make sure they do not purchase supports which are inconsistent with their plan. Providers need to make sure what they claim is up to date as over expenditure will not be covered or paid for by the Agency.
• Providers should continue to provide services in line with the participant’s plan.

Existing expired plans:
• Plans that have a review date that is greater than 28 days prior to the roll out of this initiative will not be captured by these changes.

Service bookings
• Where a service booking end date is the same as the plan review date it will be extended by 28 days. Providers will need to edit the funding amount in these service bookings to add the newly available funding into the existing service booking. In these circumstances, providers will receive an alert about the change to the plan dates.
• If the service booking finishes before the plan end date, providers will need to create a new service booking as discussed and agreed with the participant. There will not be alerts for providers in these circumstances.
• Providers will receive an alert in the service booking screen to notify when a service booking has received an extension. Providers can also use the service booking download report to identify the service bookings that have been extended. This can be done by comparing the service booking end date from previous download reports with the current download report.
• Any additional budget will be for existing supports in the participant’s plan. Providers need to make sure what they claim is up to date as over expenditure will not be covered or paid for by the Agency. Providers should continue to provide services in line with the participant’s plan.

The myplace provider portal step-by-step guides have been updated accordingly on the Provider Toolkit.

More information:
NDIS Contact Centre phone 1800 800 110 or email provider.support [at] ndis.gov.au

Read the news item on the NDIS website.

Service Bookings from 1 July 2019

25/06/2019

With the release of the updated NDIS Price Guide and Support Catalogue 2019-20, effective 1 July 2019, and the price limit increases – providers and participants will need to discuss and agree on any proposed changes to charges for services and supports.

Once agreed, providers are then required to update service bookings to reflect the agreed changes. The NDIA will not be automatically adjusting existing service bookings.

Providers can only start claiming a new price level, agreed to by the participant, from the start date of the revised or newly created service agreement and service booking (unless the provider has pre-arranged agreements with the participant written into the service agreement as follows):
• In some instances, providers may have service agreements that allow the provider to automatically claim annual indexed price limits without the need to update the existing service agreement.

To update service bookings to reflect any agreed changes, providers will need to end and create new service bookings OR update the ‘Allocated Dollar’ amount in the service booking, via the myplace provider portal. This can be done any time from 1 July 2019.

Category level

• Where the service booking is created at the category level, no immediate action is required.
• However, to apply new price limits, providers will need to update value of the ‘Allocated Dollar’ amount in the service booking, via the myplace provider portal.
• Instructions are in the ‘Edit support details service booking’ page on the Provider Toolkit.

Support line item level
• To apply the new price limits for service bookings created at the support line item level, including service bookings generated by the NDIA, providers can change the end date of existing service bookings and then create a new service booking.
• It is recommended that providers first ensure all payment claims associated with that service booking are up-to-date. This will eliminate the need to calculate an accrual amount for any claims not yet made.
• If claims are not up to date, calculate the correct accrual amount before updating the end date of the service booking. Once the service booking end date has changed, it cannot be further amended.

Example One
• Where a provider has a service booking in place that goes from 1 January 2019 to 31 December 2019, service bookings can be amended to apply the new price limits from 1 July 2019. To do this:
 - end the service booking before 30 June 2019
 - create a new service booking with the new price limits and support line item, starting 1 July 2019 until 31 December 2019.
• This may now mean providers have two service bookings for the equivalent service for the same participant: one from 1 January to 30 June and the next from 1 July to 31 December.

Example Two
• Service bookings cannot be backdated. Change the end date to the date before you want the new price limits to apply. For example:
 - Provider edits the original service booking on 1 August 2019, which means the end date cannot be before 1 August 2019
 - Provider makes sure there is an accrual of funds in the original service booking, then closes the booking
 - Provider creates a new service booking with the new support line item, which can only start from 2 August 2019
 - The provider then claims against the original service booking and all future claims will be against the new service booking.

Myplace portal improvements

29/05/2019

Enhancements to provide quote updates and improve budget displays in the myplace portal are now live.

Quote system update:

The myplace provider portal now gives providers greater visibility on the progress of quotes, which will better support participants. Improvements include:
• live notifications when your quote progresses
• new search options including search by:
o participant name
o all quotes submitted
o current status of quote in the process (sent to provider, response received, expired, accepted or rejected).

Participant budget display improvements:

NDIS participant budgets displays have also been improved to help participants manage their plan funding through the portal.

The new changes aim to give participants a clearer understanding of their support category funding, including how much funding is available, spent and allocated. For each support category, participants will be able to see whether their support is ‘Self-Managed’, ‘Plan-Managed’ or ‘Agency-Managed’.

Participants will also be able to see their plan start and scheduled review dates.

These enhancements are also expected to improve the payment claiming and administrative processes for providers, given participants will have greater visibility of the funds available to deliver required services.

The myplace provider portal step-by-step guides and System Messages and Error Codes self-help guide have been updated to reflect these changes and latest versions are available on the Provider Toolkit.

Upcoming holiday hours and payment information

16/04/2019

The NDIA, National Contact Centre and Partners in the Community (PITC) offices will be closed for Easter public holidays from Friday 19 April through to Monday 22 April and on Anzac Day Thursday 25 April.

There will be no payment runs on those dates. Payment requests will be processed on Tuesday 23 April, Wednesday 24 April and then as normal from Friday 26 April.

Details are on the NDIS website.

SDA Reference Group members announced

22/03/2019

The NDIS Specialist Disability Accommodation (SDA) Reference Group members have been announced by the federal government.

The SDA Reference Group has been established to support the development of the SDA market, increase choice and control for participants, and ensure the long-term viability of SDA investments under the NDIS.

The SDA Reference Group includes participants and government representatives including representatives from People with Disability Australia and key senior personnel from the Department of Social Services, the NDIS Quality and Safeguards Commission and the NDIA. Other members include representatives from:
• Ability First Australia
• Achieve Australia
• Guardian Living
• InHousing
• Lighthouse Infrastructure
• Macquarie Group
• National Disability Services
• Power Housing
• SDA Alliance
• Spinal Cord Injuries Australia
• Summer Housing
• Supported Independent Living Co-op
• The Summer Foundation
• Youngcare

Members were selected based on their ability to most effectively represent the views of their stakeholders.

The SDA Reference Group will meet regularly, with the first meeting held on 19 March 2019. The SDA Reference Group will consult with other key stakeholders where appropriate, including state and territory governments.

For updates on the SDA Reference Group, or to view a copy of the Terms of Reference, visit the NDIS website.

Important deadlines for providers operating in Queensland and the Northern Territory

26/02/2019

The NDIS Commission will be responsible for provider registration in Victoria, Queensland, Tasmania, the Australian Capital Territory (ACT) and the Northern Territory (NT) from 1 July 2019. The NDIA is working with the NDIS Commission to ensure a smooth transition for providers currently registered with the NDIA.

The NDIA will continue to receive all new registration group applications for providers in Victoria, Queensland, Tasmania, the ACT and the NT until 30 June 2019 through the NDIS myplace provider portal. However, providers need to be aware that the registration groups listed below also require approval by state/territory governments, in accordance with their respective quality and safeguard standards, before the NDIA is able to finalise the registration request.

From 1 April 2019, the NT Government has advised they will no longer assess the following registration groups against their quality and safeguard standards (categorised as full assessment groups):

• Daily personal activities
• Daily tasks / shared living
• Development-life skills
• Group and Centre Based Activities
• High Intensity Daily Personal Activities
• Participate Community

The NT Government has also advised they will not be able to progress any new registration requests from 1 May 2019 for the following registration groups (categorised as streamlined assessment groups):
• Assistive Equipment for Recreation
• Assistive Products for Personal Care and Safety
• Assistive Products for Household Tasks
• Assist-Life Stage, Transition
• Assistance with Travel/Transport arrangements
• Behaviour Support
• Community Nursing Care
• Customised Prosthetics
• Early Intervention Supports for Early Childhood
• Exercise Physiology and Personal Training
• Home Modification
• Household Tasks
• Personal Mobility Equipment
• Plan Management
• Support co-ordination
• Therapeutic support

From 1 April 2019, the Queensland Government has advised they will no longer assess the following registration groups against their quality and safeguard standards:
o Assist Personal Activities
o Assist-Life Stage, Transition
o Behaviour Support
o Daily tasks / shared living
o Development-life skills
o Early Childhood supports
o Group and Centre Based Activities
o Interpret / translate
o Participate Community
o Personal activities High
o Plan Management
o Support co-ordination
o Therapeutic support

Providers planning to apply for these registration groups in Qld and the NT must begin the process with their relevant state or territory government before the state or territory cut-off date. Further information about how to contact your state or territory government is available on the NDIS website.

If providers in Qld or the NT apply after the deadline to begin the first step to gain state/territory approval, the Qld and NT governments have advised the NDIA that they will be unable to provide approval. Without this approval, the NDIA will be unable to progress the application further.

Important 1 March 2019 deadline for providers operating in Victoria, Tasmania and the Australian Capital Territory

11/02/2019

The NDIS Commission will be responsible for provider registration in Victoria, Queensland, Tasmania, the Australian Capital Territory (ACT) and the Northern Territory (NT) from 1 July 2019. The NDIA is working with the NDIS Commission to ensure a smooth transition for providers currently registered with the NDIA.

The NDIA will continue to receive all new registration group applications for providers in Victoria, Queensland, Tasmania, the ACT and the NT until 30 June 2019 through the NDIS myplace provider portal. However, providers need to be aware that the registration groups listed below also require approval by state governments, in accordance with their respective quality and safeguard standards, before the NDIA is able to finalise the registration request.

From 1 March 2019, the Victorian, Tasmanian and ACT governments have advised they will no longer assess the following registration groups against their quality and safeguard standards:
• Assist-Life Stage, Transition
• Assist Personal Activities
• Personal Activities High
• Behaviour Support
• Daily Tasks/Shared Living
• Development-Life Skills
• Group/Centre Activities
• Participate Community
• Plan Management
• Support Co-ordination
• Early Childhood Supports
• Therapeutic Supports (Tasmania and ACT providers only)
• Accommodation / Tenancy (ACT providers only)
• Assist Access/Maintain Employment (ACT providers only)
• Specialised Supported Employment (ACT providers only)

Providers planning to apply for these registration groups in Vic, Tas and the ACT must begin the process with their relevant state or territory government before 1 March 2019. Further information about how to contact your state or territory government is available on the NDIS website.

If providers in Victoria, Tasmania and the ACT apply after 1 March 2019 to begin the first step to gain state approval, the Victorian, Tasmanian and ACT state governments have advised the NDIA that they will be unable to provide state approval. Without this approval, the NDIA will be unable to progress the application further.

Portal improvements making it easier to understand error messages

07/02/2019

Improvements have been made to the myplace provider portal, to include a number of system messages that explain errors.

Should there be an error when providers are entering information into the portal, a system message or error code will appear providing a clear description about the error, how to solve it or where to access more help.

By making this information more readily available, the NDIA is continuing to improve the experience for providers.

A number of system messages and error codes have been improved, with more to come over the coming months.

Further information about all the system messages and error codes, along with step by step guides for using the portal, is available in the Provider Toolkit.

Service booking step by step guide now easier to access

19/12/2018

The NDIA is making it easier for providers to access information about how to use online services for NDIS activities – with a new section on the Provider Toolkit dedicated to the service booking process. Until now, service booking information has been part of the extensive myplace provider portal step-by-step guide online PDF.

A new section dedicated to the service booking process is now available on the Provider Toolkit and includes:
• Setting up a service booking
• Creating, editing, finding, sorting, reporting and deleting service bookings
• Setting up preferences for the frequency of communication on service booking changes.

Over coming months, the NDIA will progressively improve access to the Provider Toolkit step by step guide information to make it easier for providers to use NDIS online services. If you would like to provide feedback about this improvement, please email provider.support [at] ndis.gov.au.

Annual Price Review updates to the FAQ page

24/07/2018

Minor updates have been made to the 'Adjustment of plan values to Annual Price Review - July 2018' section of the provider toolkit FAQs in line with 2018/19 Price Guide updates and recommendations from the Independent Pricing Review.

Updates include information regarding:

  • changes to service bookings
  • indexation considerations
  • service agreement negotiations

Updated resources in the ‘Step by Step Guides’ section

24/07/2018

There have been several changes made to the downloadable provider portal step by step guide, provider portal system messages and error codes, and bulk payment request instructions documents.

These documents have been updated in line with:

Change of Australian Business Number

28/03/2018

If your ABN is changing, the NDIA can now work with you to determine if this can be updated on your provider record. You will need to provide information about your new organisation including ABN, organisation structure, legal and trading names, and the date of effect of the new ABN. To find out more you can review the updated information in Section 3.4.2 of the Provider Toolkit.

"View Plan" portal update

21/12/2017

On December 2nd, the Agency introduced a system update which allowed participants to choose to share parts of their plan with providers, plan managers and support co-ordinators. As part of this system update, the Agency sent a letter to providers to advise if they did or did not have consent to view parts of participant’s plan.

What is different about the new Toolkit?

10/11/2017

The new Provider Toolkit is an accessible online resource. It also contains interactive eLearning activities to help providers, and potential providers, test their understanding of key concepts and assess whether they are ready to register and work with the NDIS. Click on the link above to learn more about the key changes in the new Toolkit.