What Happens After You Sign Up With a Plan Manager?
For many participants, choosing a plan manager is the easy part. What happens next is the part that feels unclear.
After choosing a plan manager, the next steps are to make a service agreement, confirm access to your plan information and record your plan manager with the NDIA. You then agree on how invoices, approvals and budget updates will work.
Knowing what to expect can help you prepare. This guide explains what happens after you sign up with a plan manager, step by step, so you know what to expect from the moment you decide to go ahead.
Your First Conversation
Your first step conversation is an opportunity to ask questions and discuss how you would like your plan management to work.
Talk about your support budgets, current providers and the help you would like with invoices and payments. You should also discuss fees, budget reports, consent to access your plan and any conflicts of interest the plan manager may have.
Before getting started, check that the relevant support budgets are plan-managed and that your plan includes the separate funding for a registered plan manager.
If you need to request these arrangements, refer to First2Cares guide to adding plan management to your NDIS plan.
What is a service agreement, and what does it cover?
Your service agreement explains the arrangement between you and your plan manager. It sets out the services they will provide, how they will provide them, how long the agreement lasts and the fees.
Before agreeing, discuss:
how invoices and payments will be handled
how you will receive budget updates
what consent is needed to access your plan
who to contact with questions or concerns
the notice and cancellations terms if you change plan managers
Read the agreement and ask about anything you would like explained. You can also ask which signing options available. At First2Care, we always do this first. For plan management, service agreements are short and straightforward.
How your plan manager connected to your NDIS plan?
Once your service agreement is signed, First2Care needs to be formally connected to your plan. This has to happen before we can see your funding or process claims for you.
In the NDIS computer system, this is done by recording First2Care as one of your my-providers. My-providers are the providers you have told the NDIA you work with regularly. Plan managers have to be recorded this way in order to be paid.
There are three ways to do this:
through the my-NDIS participant portal
by accepting a relationship request from First2Care in the portal
by calling the NDIA on 1800 800 110, or telling your my-NDIS contact
The NDIA usually processes this within a few business days. Once First2Care is recorded, your consent for us to see your plan and budget information is applied automatically.
Your First2Care specialist can then see your support categories, funding amounts and plan dates. This is what lets us match every invoice to the correct budget.
You do not need to manage this process yourself. Your specialist will help you with it and tell you when it is done.
What happens after you sign up with a plan manager
Once your plan manager is recorded, your First2Care specialist sets up your account fully. Here is what that looks like in practice.
Your funding arrangement are checked. Check which support budgets are plan-managed and the separate funding allocated to plan management. Ask your plan manager to explain the funding amounts, dates and arrangements in your plan.
Your invoice arrangements are discussed. Agree on where providers should send invoices and how you will review and authorise claims. Confirm who to contact if you have a question about an invoice or payment.
Your budget updates are explained. Confirm how you will receive your monthly report and how to ask questions about it. Your plan manager should provide a monthly report showing how your funding has been used, how much remains and how your spending is tracking.
How your providers send invoices
Your providers send their invoices directly to First2Care at accounts@first2care.com.au in PDF format. This includes support workers, therapists, allied health professionals, and anyone else delivering services in your plan.
Let your providers know who your plan manager is and where to send invoices. Confirm the invoice submission details with your plan manager before sharing them. If you start using another provider later, give them the same information.
How you review and authorise invoices
Agree on your invoice approval arrangements before invoices start being processed. Ask how you will receive notifications, authorise claims and request an invoice review.
When checking an invoice, compare it with the support you received. Check the provider, service date, description and amount.
If you would like a detail checked, contact your plan manager using the instructions provided. Confirm any response timeframe and how to pause an invoice for review.
Ask your plan manager to explain how invoice notifications and claim authorisation work, including any ongoing approval arrangements you agree to.
What if you are switching from another plan manager?
You can change plan managers during your plan. Tell your current plan manager before making the change.
Check your current service agreement
Read the notice and cancellation terms. Confirm the date your current arrangement will end. Our switching guide includes a template you can use: How to Switch Plan Managers, Step by Step.
Make your new service agreement
Discuss the intended start date with your new plan manager and complete the agreement.
Update your provider connection
Confirm how your new plan manager will be recorded as your my provider and what action you need to take.
Discuss outstanding invoices
Tell both plan managers about invoices awaiting payment. Agree on who will check them and where providers should send new invoices. Outstanding invoices need to be checked against the applicable plan, available funding and claiming requirements.
What you need to have ready
Ask your plan manager what information they need. Useful details include:
your NDIS number
a copy of your current plan, if available
your providers’ contact details
any outstanding invoices
your current service agreement if you are switching
questions about invoices, approvals or budget updates
Use the submission method your plan manager confirms when sharing personal information.
How long does plan management setup take?
The setup timeframe depends on the steps needed for your circumstances. These may include confirming your information and consent, recording your plan manager and arranging a handover from a previous provider.
Ask which steps are complete, what information is needed and when invoice processing can begin.
Frequently Asked Questions
Do I need plan management included before invoices can be processed?
Check that the relevant support budgets are plan-managed and that your plan includes the separate funding for a registered plan manager. Your my NDIS contact can help confirm these arrangements.
Can I keep my current providers?
You continue choosing your support providers. Let them know who your plan manager is and confirm where they should send invoices.
Do I need to approve every invoice?
Discuss how claims will be authorised when you join. Ask your plan manager to explain any ongoing approval arrangements, invoice notifications and steps for requesting a review.
What if I have already paid for a support myself?
Contact your plan manager with the invoice and receipt. They can check whether reimbursement can be claimed under your plan and the applicable requirements.
Can I ask for help understanding my budget?
Yes. Ask your plan manager to explain your report, spending and remaining funding. Check your reports regularly so you understand how your funding is being used.
How First2Care can help
First2Care can talk with you about plan management and what to check before getting started. Our team can explain the service agreement and discuss provider recording, invoice arrangements and budget updates.
Final thoughts
Getting started is a time to agree on how your plan management will work. Read your service agreement, discuss consent and invoice approvals, and give your providers the correct invoice details.
If you would like to discuss plan management with First2Care, call 1300 322 273 or email support@first2care.com.au
First2Care is a registered NDIS plan management provider (ABN: 24 601 046 155), registered with the NDIS Quality and Safeguards Commission. This article is for general information and educational purposes. NDIS funding rules can change, and individual plans vary. For advice specific to your plan, please speak with your NDIA planner, Local Area Coordinator, or the First2Care team directly.
