Search this site

At First2Care, we aim to have your invoices processed and paid within two business days of receiving them. However, we do sometimes require a little assistance in this by your invoices being presented in a clear and concise manner. When submitting your invoices, we have several tips and tricks for being able to ensure that they are processed as quickly and efficiently as possible. We prefer that invoices are sent in a PDF format. This allows our system to automatically pick up much of the required details, skipping most of the manual data entry phase and speeding up the process. In addition to the format, the details that are presented on the invoice can make for a much quicker process. Firstly, it is important to note who the invoice is for and who is being paid. To achieve this, the following information should be included on every invoice: Client Name and/or NDIS Number, Business Name, ABN, and Bank Details. Please note – to ensure that our automated system does not pick up the wrong details, do not include First2Care’s ABN anywhere on your invoice. Secondly, you should include the information unique to this invoice. This should be the Invoice Issue Date and the Invoice Number. Ideally, the combination of participant, provider, and invoice number should be unique. Unless the invoice is an amendment, every invoice for any given participant should be different. Next comes the information about the supports provided. While all aspects of the invoice are important, the support description being incorrect or unclear is the cause of many payment delays. Therefore, by ensuring this is correct the first time around, payment processes should run smoother and faster. The Description of Service and the Support Item Code allow us to most accurately identify the support provided and which budget the invoice should be processed under. The description does not need to be detailed. It only needs to provide enough information to identify the supports, if a line code is not included. The line code should match the description and can be taken directly from the NDIS Pricing Arrangements and Price Limits document. The quantity of hours worked is a crucial piece of information for the majority of supports. In almost all circumstances, this should be provided as a quantity of 1 per hour of support given per worker. The hours of supports should be broken down further as a per day total, which each day presented as a new line. Finally, there should be the unit price (most commonly the hourly rate) and the line totals. These line totals should then all be added together to produce the invoice total. You may check out the example invoice and the template to ensure that you are including all the correct information. It is always best to double and/or triple check your invoices before submitting them. However, some areas may need more attention that others. Common areas where we have seen mistakes include: Invoice number isn’t unique – make sure you are correctly moving onto the next invoice number after submitting your most recent one. Repeated invoice numbers may result in invoices being deleted as a duplicate. Participant name spelled wrong/NDIS number incorrect – we may not immediately recognise this invoice as belonging to one of our participants. Incorrect item code – make sure the code reflects the support given. Errors may come from using a weekend code on a weekday, for example. No hour quantity provided/incorrect – if we don’t know how many hours of support were provided, we can’t be sure it fits under the NDIS capped rates. This will likely only be funded for a quantity of 1 hour of supports. Incorrect date – if an invoice is future dated, we can’t process it. Likewise, if you have incorrectly put the date down as a weekday and claimed for a weekend support line code. Charged over the maximum rates – the majority of NDIS supports have a capped rate that we are unable to fund over. Please ensure you are keeping within these capped rates. Incorrect line totals and subtotal – please double check your calculations to ensure the provided line totals and subtotals all match the quoted hourly rates and quantity of hours worked. Having the correct details on your invoices initially will result in fast and easy payment within our target of two business days. Any errors can cause delays as we will need to reach out to clients, representatives, or to yourselves to clarify and confirm the invoice details. If you follow these guidelines, we’re happy because there is less data entry and investigation work needed. You’re happy because you get paid in a regular and consistent manner. The NDIS is happy because the invoices are all compliant with their requirements. And, most importantly, our clients are happy because they have peace of mind that their providers are getting paid. Everyone wins!

The NDIS will fund several different forms of therapy through your plan. These are established forms of therapy that have a weight of evidence behind them to support their efficacy. Included in these established therapies include (but is not exclusive to) Speech Pathology, Psychology, Art/Music Therapy, and Dietitians. Other supports that fall outside of this wheelhouse of established therapies are often called Alternative Therapies. While it would be impossible to provide a comprehensive list of what is considered alternative therapies, common ones include: Acupuncture Naturopathy Chiropractic Osteopathy Homeopathy Yoga and Pilates Massage Typically, the NDIS do not fund these alternative therapies. However, there is rarely a definitive ‘no’ when it comes to NDIS funding, and alternative therapies are no different. Just as every participant’s disability is different, so too are the supports and therapies that may work best for them. This means that, in certain circumstances, almost any kind of alternative therapy could be eligible for NDIS funding. The easiest way to be sure that desired alternative therapies are approved is to have these identified and listed in your NDIS Plan document. You will need to discuss these therapies with your Planner or other NDIS contact to have these supports approved. A letter of support from your Occupational Therapist may be suitable for ensuring that this support is funded and may also be used as evidence to have the desired support formally added to your plan at the next plan reassessment meeting. This will allow us to feel confident that you have considered all the necessary criteria and that this is suitable for funding. The NDIS, and by extension, plan managers, recognise several key obligations under the UN’s Convention on the Rights of Persons with Disabilities. These include: Providing Reasonable & Necessary supports for participants, Enabling people with disability to exercise choice and control in the pursuit of their goals and the planning and delivery of their supports, and Supporting the independence and social and economic participation of people with a disability. Because of this commitment, we recognise your choice and control in understanding what supports work best for you, and what your lived experience with your disability has allowed you to recognise as being most beneficial. We may, however, highly recommend acquiring the evidence required by the NDIA to ensure that the proposed supports are suitable. It is important to also note that, while you may get a wide range of benefits from these alternative therapies, the NDIA will only consider funding these supports if there is a clear link to your disability. With these important distinctions in mind, it will allow you to be in a better position to judge whether a potential support is appropriate for your NDIS funding.

Following your Planning meeting, Short Term Accommodation (STA) may be allocated as a claimable support under the NDIS for when you need to be away from your place of residence for a short amount of time. STA funding can be used for respite to support you and your carers, which can also give your carers a short break from supporting you. More information on what STA is and what it can contain can be found in our previous post here: STA or Holiday? (first2care.com.au) Instead, this post is intended to go into how an STA can be accessed and planned, and what your options may be on increased flexibility. Typically, STA is arranged and managed by a dedicated provider who is able to plan, book, and bill the entire support. This provider is generally a third-party agency who specialises in this type of support, designing programs which include all necessary supports within the discussed 24 hour period. These STA agencies are located throughout the country and can offer a wide range of different services and supports to their guests. They are also able to invoice in a compliant manner for NDIS guidelines with STA supports. This means that you will not be required to pay out of pocket for these supports, as the STA agency will arrange the invoicing between the providers and your plan manager. STA is different to standard supports and services, as it is invoiced against a 24 hour period inclusive of all supports, activities and accommodation costs (including food). The NDIA have calculated this to consider the appropriate hourly rate of the support workers services being delivered. As a result of this, it is best practice for only a single invoice to be received that covers all expenses in the STA on any given day. However, you have choice and control to access supports suitable to your individual needs and what the NDIA has recognized as reasonable and necessary. Through plan management, you have the flexibility to not necessarily be restricted to utilising STA through one of these agencies. It is possible to construct a “build-your-own STA”, where you get to arrange the accommodation, activities, and other eligible expenses associated with the stay. While this can potentially give you some more freedom and flexibility in the itinerary for your STA, you and your providers are still required to comply with the rules and regulations of the NDIS guidelines. If you choose that this is more suitable to your needs, it should be recognized that many of the individual STA components may need to be paid as upfront costs and reimbursed after the STA as reimbursements. Given the NDIS requirement for STA to be billed as a single invoice per day, our advice is to follow the following process: Your support worker accompanying you on this STA purchases the daily expenses out of pocket. Your support worker then compiles these individual receipts into a single invoice which can be billed to us. So long as the supports meet the NDIS Reasonable & Necessary guidelines, and the total cost is not more than the maximum capped daily limit for STA, we will then be able to process these invoices and ensure that the supports are fully compliant. Effectively, this means that your support worker would be acting as an unofficial STA agency. To avoid any unwelcome and nasty surprises, it is always worth checking the NDIS Pricing Arrangements and Price Limits before organising any STA to ensure that your planned supports will not exceed the maximum rates. You can find this guide here: NDIS Pricing Arrangements and Price Limits | NDIS Should you be intending on organising your own STA and aren’t sure about anything, it’s always best to confirm first. We are always happy to answer any queries you may have.

Through telehealth services, NDIS participants can receive support and services from the comfort of their own homes, eliminating the need for travel or face-to-face appointments. However, some participants may not have access to the appropriate technology needed to for telehealth services. Does this mean participants can claim smart devices for telehealth supports? Understanding Telehealth Before jumping into claiming smart devices, it’s important to understand what telehealth is and how it can help. In the post-pandemic setting, online appointments have remained as a convenient and effective option for delivering capacity building therapy. Telehealth can be used to deliver direct supports to participants. Although, it’s important to note that there are conditions that need to be met for providers to claim for telehealth services. As stated in the Pricing Arrangements and Price Limits 2023-24, these conditions include: The delivery of the support by telehealth is appropriate The proposed charges for the activities comply with the NDIS Pricing Arrangements and Price Limits and with the Service Agreement with the participant The activities are part of delivering a specific disability support item to that participant (rather than a general activity such as enrolment, administration, or staff rostering) The provider explains the activities to the participant, including why they represent the best use of the participant’s funds (that is, the provider explains the value of these activities to the participant) The provider has the agreement of the participant in advance (that is, the service agreement between the participant and provider specifies that Telehealth services can be claimed) Providers have a duty of care to their participants to ensure they are providing the same standard of care through video technology as they would in a clinical setting. What are the reasons the NDIS would say no to smart devices? It’s also important to note that the NDIA typically don’t cover the cost of: • Replacements for loss or damage outside of the existing NDIS AT replacement policy • Internet connection and data costs • Applications or software, unless specified and approved in the plan • Additional accessories like screen protectors, back up chargers, and selfie sticks Claiming smart devices for telehealth During the global pandemic, the NDIA created a support item for Low-Cost AT to support Capacity Building due to the increase in need for online appointments (i.e., web telehealth or application-based approaches). Although supports and services have returned to normal for most people since the pandemic, the support item has remained in the latest Pricing Arrangements and Price Limits 2023-24 and it can be used to purchase low-cost smart devices. Now, before going out and buying a smart device it’s vital to ensure that you meet the NDIS regulations regarding claiming smart devices under this support. Want to make sure a smart device is right for you? This check list can help. Is the device required to maintain NDIS funded supports? Do you have written evidence from your provider for the supports? Is it value for money? Do you have the device (or something similar) already? Has the device been funded by another service system (such as education)? The Pricing Arrangements also states that participants should not spend more than $750 on electronic devices needed to maintain existing services as advice from AT specialists is that most NDIS participants will not need more than a standard tablet, which typically costs no more than $600. If you meet the claiming rules, and the device is reasonable and necessary then you may be able to claim a smart device. It is still important to discuss this with your therapist to determine that telehealth is a suitable option for you. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

Have you paid for a NDIS support out-of-pocket? Then you might be able to claim a reimbursement. Claiming a reimbursement might seem like a lot of work but with these top tips, you’ll be able to easily make a claim and have that claim actioned in no time. What is a reimbursement? A reimbursement occurs when a participant has opted to pay for a service out-of-pocket rather than having an invoice actioned. If this service is considered reasonable and necessary within your NDIS plan, you can request a reimbursement for the out-of-pocket expense. Some examples of instances you may need to request a reimbursement include: Buying off-the-shelf items such as continence items that need to be purchased by yourself at the checkout If you work with smaller service providers like cleaners, gardeners, or maintenance workers, they may request payment up front rather than through a formal NDIS invoicing process Tip #1: Information is key Information and the NDIS are basically bff’s. The more information you can provide to the NDIS, the easier things tend to be. When submitting a claim, the NDIS require specific information from you to be able to process your reimbursement claim. Information needed includes: Receipts for the service When the service was delivered What item was purchased Your providers Australian Business Number (ABN) The amount paid or an outstanding balance Tip #2: Understand what you can claim (and what you can’t) If you have the funding available and the NDIS considers the support or service you would like to be reimbursed for to be reasonable and necessary, you can make a reimbursement claim. However, there are some cases where a reimbursement cannot be made (other than if you don’t have funding available or the NDIS don’t consider it to be reasonable and necessary). They are: If there is no evidence of a payment being made, or what supports, and items were purchased If the provider doesn’t have an ABN (this can occur in private sales and social media marketplaces) Tip #3: Speed up reimbursement processing We all want faster payments, especially when it comes to a reimbursement. So, to ensure your reimbursements are processed as quickly and as accurately as possible, make sure you: Include the word “reimbursement” in your email subject line Make it clear who is to be reimbursed Include your bank details (if you have not previously sent them) Attach a clear, readable receipt that shows the provider’s details and your payment How to submit a reimbursement request There are two main ways you can submit a reimbursement request with First2Care. You can: 1. Fill in our online reimbursement request form 2. Email our accounts team If you prefer to fill in our online reimbursement request form, the form will ask for specific information that we may need to process your claim. The online form gives you the opportunity to update your bank detail or any other details that may need to be updated. To fill in the form, click here. If you prefer to email, be sure to include all the details and information needed to process your request accurately and quickly. You can email accounts@first2care.com.au with your details. If it’s the first time you are making a claim, our accounts team will need to verify your details and may request that those details are verified with you over email or phone. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

A Letter of Support is, as the name suggests, a letter that provides the NDIA with supporting evidence that a purchase or additional support is required within a participant’s NDIS funding. Providers within certain fields, especially therapists, may frequently be asked to produce letters of support by their clients or their representatives. These letters provide a link between the qualified support providers and the administration teams of the NDIA and the plan managers. They differ from other written evidence some providers may need to document, such as AT Assessments or reports. There are times when letters of support are required by the NDIA, and other times when they are recommended. Items that require a letter of support include: Mid and High-Cost Assistive Technology. High Risk Assistive Technology, regardless of cost. A risk assessment may also be a requirement for these items. Tablets and computer-based assistive technology. Low-Cost Assistive Technology for support continuity (not just smart devices for telehealth). Times when letters of support are recommended or advised can include when a participant wishes to engage with a support that is not directly linked to their stated goals or allocated within their funding. These letters are not strictly for First2Care, or indeed any other Plan Manager, but they do allow us to process invoices with greater efficiency as we do not need to discuss the NDIS Reasonable and Necessary criteria with the participant. To provide an effective letter of support, these should be written by a relevant allied health professional based on their observations and understandings of the participant from consultations or other methods of engagement with the participant. Some supports or purchases may have stricter requirements on who can provide the necessary documentation. High-cost Assistive Technology (over $15,000) requires a written assessment from an AT Assessor as well as a quote. The information provided on a letter of support is important, as insufficient information may result in the letter not providing the intended evidence and may result in the participant having to repeat consultations to get new letters. To avoid any unwanted repetition and wasted time, it is recommended that the following information is included in a letter of support: The participant’s name and NDIS number. The relationship between the participant and the provider writing the letter of support. The observations made by the provider about the participant’s disability and the circumstances that require the additional support/purchase. Why the purchase/additional support will benefit the participant when relating to their disability. Any specific recommendations or quotes for a purchase/additional support that would most benefit the participant. These letters are not intended to cast doubt on the judgement or recommendations passed on by qualified professionals. As a Plan Manager, we are usually not in a position to know more about a participant and their needs, nor about the diagnosis and treatment recommended by their service providers. These letters are instead intended as justification and evidence for these decisions in a manner that is easily understandable for those without the qualifications and detailed knowledge held by the service providers. They are also used to link a recommended service/purchase clearly and simply with a participant’s disability. As Plan Managers, it is beneficial for us to have copies of these documents so that we can quickly and efficiently process invoices as they are received. We can also retain these documents to pass on to the NDIA should they be required. Written by Jacob Coates

There are times where we may ask you to provide a letter of support before processing some invoices. This has caused some confusion in the past, as there is sometimes conflicting information about what these are, who they are for, and why they are needed. Here are some key pointers that we hope will clear away this confusion. What are they? A letter of support is, as the name may suggest, a supporting letter that documents a relevant allied health professional’s opinion that a certain support or purchase is a requirement based on a participant’s disability. Who are they for? While First2Care may request a letter of support to have on file, these are not a requirement for us to process invoices. Instead, they are for the NDIA. Why are they needed? The NDIA will use these letters of support to make their judgement on whether supports meet the reasonable and necessary criteria, and are therefore eligible for NDIS funding. Supports that may not be immediately apparent as being eligible may be questioned by the NDIA at plan reassessment meetings. Letters of support are a crucial piece of evidence in justifying why certain supports or items were claimed. When are they needed? Not every support or item needs a letter of support. A few items require a letter of support, while we recommend obtaining one for others. Items that require a letter of support include: Mid and High-Cost Assistive Technology. High Risk Assistive Technology, regardless of cost. A risk assessment may also be a requirement for these items. Tablets and computer-based assistive technology. Low-Cost Assistive Technology for support continuity (not just smart devices for telehealth). Support continuity refers to Assistive Technology that facilitates Capacity Building supports in instances where physical or in-person services are not possible or are not practical. In addition to these, we may recommend letters of support to provide justification for supports/purchases where the reasonable and necessary criteria may need to be addressed. This is not for First2Care’s benefit, though it does allow us to feel confident that a participant has considered these criteria. If a support or purchase is not mentioned in your Funding Allocations or Goals on your NDIS Plan, we may recommend obtaining a letter of support. To summarise: A letter of support is required if the item is a smart device or computer, if the item is High Risk, if the item is required for Continuity of Support, or if the item is Mid/High-Cost AT. In all other cases, a letter of support is not required. However, we may recommend obtaining one if the item/support is not mentioned or directly related to your plan and/or stated goals. Written by Jacob Coates

The NDIA’s national rollout of their new computer system for interacting with providers and participants is due for release at the end of the month, almost a year after the pilot began in Tasmania from November 2022. There’s been no shortage of unease; after all, changing IT systems is rarely a straightforward endeavour and the Tasmania pilot has hardly been error-free. Nonetheless, it’s also true that PACE is likely to bring some much-needed administrative relief to providers through the removal of service bookings. Claims without Service Bookings Registered providers will no longer be required to establish a service booking to draw down on Agency managed funding. Instead, the relationship with the participant is established using the “My Providers” function. Providers who are endorsed in this way will have payments fast-tracked, and claims made by non-endorsed providers will be manually verified with the participant for up to 10 days before payment is released. Participants can endorse providers in advance through their NDIS contact or the National Contact Centre, or by responding to the NDIA when a claim is made by a non-endorsed provider. In dealings with the Agency, we have heard that functionality is planned to allow providers to nominate a participant through their own portal, which will be a welcome update. Please note this is not yet released, and subject to change. We would encourage providers to take the time and opportunity to explore the new PACE system which can be found here: My providers | NDIS Improvements I’m not a registered provider, does this change anything for me? The short answer is, no. Plan managers are the endorsed provider in the claim process, so the NDIA does not need individual providers to be approved on the participant’s file. During the ongoing pilot, we have seen some slight changes to the way the PACE platform responds to payment requests we submit. While we strive for fast payments, it is possible that the new system will create delays or discrepancies outside of our control. Should this happen, we will maintain contact with any affected providers and participants. Category Changes Some support categories have been refreshed or renamed, others have been split, and others are brand new. To minimise disruption, you will still: Use the same support item codes and descriptions; and Abide by the same rules stipulated by the Pricing Arrangements such as maximum capped rates. The key changes relate to new requirements for categories where providers must be endorsed. These are: Home and Living including; Supported Independent Living (SIL) Medium Term Accommodation (MTA) Independent Living Options (ILO) Specialist Disability Accommodation (SDA) Behaviour Support Therapies Younger people in residential aged care (YPIRAC) The NDIA have indicated that there may be changes in endorsed requirements of these categories. If you are supporting a participant in any of these categories and are not registered, we recommend contacting the NDIS for advice before the national rollout and discussing support options with the participant as early as possible. There are other new categories which you can review further information about to ensure that the services your business provides do not run into any obstacles or surprises. Check out the NDIA’s dedicated page here: Support catalogue | NDIS Improvements Written by Josh Sigley & Nicole Sedgwick

Allied Health Practitioner (AHP) students, provisional psychologists, and Allied Health Assistants (AHA) (we’ll refer to them as ‘therapy assistants’ throughout the article) can play a major role in assisting a person with disability to access and benefit from supports. However, like with anything related to the NDIS, there are some rules and regulations laid out by the NDIA that therapy assistants need to adhere to. Are there specific qualifications therapy assistants need? To be qualified to assist NDIS participants, therapy assistants must meet specific criteria established by the NDIA. These requirements may include: Qualifications: Therapy assistants need to be working under the delegation and supervision of a suitably qualified health professional. Ongoing Professional Development: Therapy assistants must commit to continuing professional development to enhance their skills and knowledge, ensuring they stay up-to-date with the latest practices and advancements in disability support What services can therapy assistants provide? Therapy assistants on clinical placement can provide supports and services to NDIS participants under the supervision of a qualified Allied Health Practitioner (AHP). The AHP should ensure the NDIS participant consents to a therapy assistant delivering specific aspects of the support prior to delivery. Therapy assistants must be covered by the professional indemnity insurance of the supervising allied health professional or their employing provider. As well as direct service provision, therapy assistants can claim for: Non-Face-to-Face Support Provision Provider Travel Short Notice Cancellations NDIA Requested Reports Even though it may be effective and beneficial to have a therapy assistant provide supports, the additional cost can add up and may result in overspend if the NDIS did not originally budget for it in the plan. Which is why it’s so important for providers who plan to bill for a therapy assistant to discuss this with the participant and outline the arrangement in a service agreement. Payments and Claiming The Pricing Arrangements and NDIS website have provisions that allow for student therapists to claim for their supports which fall under two levels. Level 1: Therapy Assistants can only deliver support under the direct supervision of a therapist. Level 2: Therapy Assistants can deliver supports under indirect supervision but may require specific training in the needs of the participant from the therapist before they take responsibility for the delivery of the therapy. Examples of claimable supports for Therapy Assistants (level 1 & 2) from the Pricing Arrangements and Price Limits 2023-2024*: 15_007_0118_1_3 - Early Childhood Supports - Therapy Assistant - Level 1 - $56.16/hour 15_008_0118_1_3 - Early Childhood Supports - Therapy Assistant - Level 2 - $86.79/hour 15_052_0128_1_3 - Therapy Assistant - Level 1 - $56.16/hour 15_053_0128_1_3 - Therapy Assistant - Level 2 - $86.79/hour The supervisor can claim the relevant professional rate from the NDIS to create and supervise an appropriate program to be delivered by the student, with the participant’s consent. However, if a student is on placement, they should not claim in addition to the supervising professional. As a paid unsupervised practitioner, a provisional psychologist can charge at the rate applicable to an Allied Health Assistant Level 2 or as a counsellor If you’re unsure about claiming for therapy assistants, you can reach out to our friendly team or find out more on the NDIS website. *Price Limits are subject to change. If you have a participant who is plan managed with First2Care, you can register your details with our First2Care team for quick and easy payment processing. Read more about First2Care Plan Management here.

The NDIS has recently introduced a new system called PACE with the aim of improving and enhancing the participant experience. The NDIA have been trialling this system in Tasmania since November 2022, and expect to roll out it out to the rest of Australia in November 2023. Stay tuned to our newsletter for updates between now and then! So, what exactly is the NDIS PACE system? PACE is a new computer system aimed at improving connections between participants and the NDIS and bring efficiency within the NDIA to allow their staff and partners to have more time supporting people with disability to access supports. Planning The planning aspect of PACE ensures that participants have greater input and involvement in the development of their NDIS plans. The NDIA will be moving toward having longer plans of up to three years, with a year-by-year annual budget. Each year, the NDIS will conduct a check in to discuss your plan funding, goals, and ask if any changes to your plan are needed. While the national rollout is planned for the start of November, it will only apply to new plans or plan that are scheduled for reassessment. If your plan is not scheduled to end soon, it could be up to 12 or 18 months before you transition to the new system. Pricing Under the new system, there will be no changes to how supports are funded or the maximum rates that can be claimed. However, the NDIS will be adding six new support categories. New plans will be built with the categories in mind, not “line-by-line”, which will bring more flexibility to how the total budget can be used. Next month we will focus in on these categories to explore what it means for new plans. What are the benefits of the PACE system for participants and plan managers? For plan managers and participants, the PACE system is intended to bring about positive change. The removal of service bookings means far less administration is required to onboard and manage funding, which should result in a smoother experience when engaging with or changing a plan manager. Will there be a change to how participants request plan management? If you’re new to the NDIS, during your planning meeting your LAC, NDIA representative or Early Childhood Partner may ask if you already know which Plan Management provider you would like to work with. If you would like to join First2Care, you can share the below details: Name: First2Care ABN: 24 601 046 155 If you’re already an NDIS participant, when the transition to the PACE system occurs, you’ll need to confirm that you wish to continue with First2Care. We will become an approved provider moving forward without any interruption to the way we normally work with you. While the new PACE system is intended to have minimal impact on day-to-day supports and services, there are definitely a few changes that will take some getting used to, for participants and providers alike. First2Care will continue to share our knowledge of the new system between now and the rollout, so watch this space! Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

Fraud has been a hot topic over the past few years. With such a significant amount of funding involved in the NDIS, it is crucial to have measures in place to protect both NDIS participants and providers against fraud. Providers, particularly plan managers, are often able to identify suspicious behaviour to safeguard NDIS transactions. Enhanced Safeguards Against Fraud: Initiatives by The NDIA & Australian Government “Australians relying on the NDIS are some of our most vulnerable, and any organisation taking advantage of their safety net must be stopped.” Minister for the NDIS Bill Shorten In a concerted effort to protect both participants and providers from fraudulent activities, the NDIA, alongside the Australian government, has introduced several new measures, namely the establishment of the Fraud Fusion Taskforce. This initiative aims to consolidate resources and facilitate information sharing among various governmental bodies including the NDIS Commission, Federal Police, and the NDIA itself. Furthermore, the integration of technological advancements and data analytics tools has been crucial in uncovering and countering fraudulent transactions, thus enabling proactive risk identification. Our Resolute Stand on Fraud Prevention As a registered Plan Manager, First2Care is entrusted with the responsibility of disbursing payments directly to providers, positioning us at the vanguard of detecting unusual or suspicious claiming patterns. Here’s an overview of our fraud mitigation strategies: Enhanced Monitoring: Diligent scrutiny of claims to identify any unusual activities. Bank Detail Security: Bank detail alterations are executed only after thorough verification, minimising the risks associated with email scams, particularly spoofed or phishing emails. Adaptive Payment Authorisation: Providing options to either auto-pay trusted providers or require client-specific approvals. First2Care proudly holds the ISO 27001-2022 certification. Our robust systems, meticulous processes, and prudent management practices are geared towards creating a fraud-resistant environment while managing NDIS funds on behalf of our participants. Embracing ISO 27001-2022 ISO 27001-2022 is a renowned global standard for Information Security Management Systems (ISMS), offering a systematic approach for organisations to safeguard and manage their information assets, including the sensitive data of NDIS participants. Adherence to ISO 27001-2022 enables us to establish a robust framework for identifying, assessing, and addressing information security risks, pertinent to our role as your NDIS plan manager. This standard encompasses various security protocols like secure data storage, access management, encryption, regular security assessments, and swift incident response mechanisms. It ensures we stay updated with the latest security protocols, thereby bolstering the trust and professionalism inherent in our certified Plan Management services amidst a backdrop of rising cyber threats. We believe it is the benchmark that all participants should expect of their Plan Managers. Should you have concerns regarding fraudulent activities, do not hesitate to contact the NDIS fraud reporting and scams helpline at 1800 650 717, or via email fraudreporting@ndis.gov.au Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.

Last month we touched on the new NDIS PACE system which has been designed to improve connections between participants and the NDIS (if you haven’t read that article, check it out here!). This month we are taking a deep dive into what’s changing and what isn’t, as well as the key PACE category changes. Brief overview of PACE PACE is a new computer system which will soon replace the NDIA’s existing Customer Relationship Management (CRM) system. Tasmania has been the first to experience the roll out during a trial process. The rollout for the rest of Australia will begin in a staggered fashion (most likely across an 18-month period) starting from the end of October 2023. New participants can expect to be introduced to the PACE system first, with existing participants migrating to the PACE system as they start new NDIS plans. The intention is for the system to improve how the NDIA delivers the NDIS, so participants and providers are better supported. What are the key changes and what will stay the same? There are several new features being incorporated into the new PACE system, including: Changes to NDIS support types and categories Participant-endorsed providers (My Providers) Release of funding at intervals Rollover of funding New ‘my NDIS’ participant portal and app Participant check-ins Removal of service bookings Bulk payment claims (single claim removal) Viewing participant plans New ‘my NDIS’ provider portal Requests for service New reporting templates Although that may seem like a lot of change, there are still some fundamental elements of the NDIS that will stay the same, including: The base structure of NDIS plans Support item numbers (or line items) The NDIS Act Provider registration process NDIS Commission PRODA login to access the current NDIS Portal What are the changes to support types and categories? The NDIA has shared that there will be new categories and new names for support types. To make things easier, we’ve created a table showing the continuing supports, name changes and new supports*. *Name changes are in blue and new supports are in green. How these changes might affect you While PACE is not intended to have major day-to-day impacts, there are some important changes: Assistive Technology rental and repair now has its own category. If you rent assistive technology, it is important to alert the NDIS of this during plan reassessments to ensure that this new category is allocated. SIL and Medium-Term Accommodation are no longer under Assistance with Daily Life, instead they are now within the new Home and Living category. This category is a stated budget type, requiring approved providers before payments can be made. Behaviour Support is a new category for specialist behaviour intervention, which formerly was part of Category 11 – Improved Relationships. This is also a stated budget type. As this is a new system that will roll out progressively, there are bound to be plenty of questions and updates throughout the process. If you have questions, don’t hesitate to reach out to our support team. We will continue to update participants and providers as more information becomes available about PACE. Read more about the benefits of working with an independent, professional Plan Manager. Alternatively, contact our friendly team on 1300 322 273 or support@first2care.com.au.