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In Australia, assistance dogs and their handlers have a legal right to access any event, business, public space, public transport and rideshare vehicles at all times. This means it’s considered discriminatory and unlawful for anyone to attempt to deny those legal rights simply because you are accompanied by an assistance dog. So why is this still an issue? Assistance animals & the law Assistance animals are trained to provide support to people with disability. There are three types of assistance animals: Service dogs – trained to assist people who have various disabilities to manage personal and other tasks Guide dogs – trained to help people who are blind or vision impaired to safely and independently get around Hearing dogs – trained to assist people who are deaf or have a hearing impairment by alerting them to sounds No matter what type of assistance animal you have, legally you can: Travel on any form of public transport, including taxis and rideshares Enter any public space Enter healthcare or medical suites Shop in any store, including a grocery store Eat at any restaurant etc. The only exceptions to this may be spaces where a persons disability is being addressed by other means or if there are strict requirements for health reasons. This includes: Specific clinical settings Surgically sterilised areas Industrial food preparation areas (i.e. kitchens) Quarantined areas Access to public transport Although the Commonwealth Disability Discrimination Act 1992 makes it unlawful to discriminate against a person with disability who is using an assistance dog, some Australian states and territories do have additional regulations within the Disability Discrimination Act when it comes to public transport. Victoria Guide dogs and hearing dogs do not need an Assistance animal pass to use public transport. However, service dogs will need an Assistance Animal Pass issued by Public Transport Victoria to travel on public transport. Western Australia Assistance animals are automatically granted public access rights under the Dog Act 1976 if they were trained by the following: Assistance Dogs Australia Guide Dogs WA Lions Hearing Dogs Seeing Eye Dogs Australia Royal Guide Dogs Association of Australia and affiliated bodies If they were not trained by the above organisations, they will need to complete a public access rights assessment. Queensland A Handler’s ID card allows assistance animals to travel on public transport and Translink can issue an Animal Pass provided the assistance animal meets certain behavioural standards. South Australia Accredited assistance animals can accompany a person with disability on all forms of public transport. New South Wales Accredited assistance animals are allowed on all forms of public transport. The accreditation allows your assistance animal to ride, free of charge on all NSW metro, train. Bus, ferry, light rail, taxi, private bus, private ferry etc. services. ACT Anyone who has an accredited assistance animal has public access rights under Commonwealth law. Northern Territory & Tasmania No specific passes are issued. Uber, Rideshares & Assistance Animals Just a few years ago, Vision Australia shared the news the Uber, in a world-first initiative, would allow passengers who travel with assistance animals to use their services without discrimination. The Service Assistance Program by Uber focused on three major pillars: A dedicated phone support program for participants that will connect them with specially trained agents, ensuring any potential issues are solved quickly and appropriately. A notification sent to drivers after accepting a job with someone travelling with an assistance animal, reminding them of their legal obligations. Should the driver refuse the trip after receiving this notification, a review will take place. Participants who are signed up to the Service Assistance Program can more easily have their cancelled trips reviewed to make sure no breaches of the law have taken place. Although this all seems very positive, there are still countless reports of people with disability having their Uber ride cancelled or refused due to their assistance animal. In February of this year, Henry Macphillamy was refused a ride at a busy shopping centre following a medical appointment. As a lawyer and a person who uses an assistance animal, Mr Macphillamy is well aware of his rights. However, this didn’t stop the Uber driver from refusing the ride and driving away. Another woman, Ellen Fraser-Barbour, was refused an Uber even after explaining she was with an assistance dog. Uber responded to her complaint by temporarily suspending the driver from the platform while they received further education. Olivia Muscat was not only refused once, but twice in a row when trying to get to a work event. By the time she was begrudgingly accepted by the third driver she was running late and on edge (understandably!). Henry, Ellen and Olivia are just three examples of rideshare discrimination – unfortunately they are not alone. What can be done? Uber’s Assistance Animal Policy states that in line with the Disability Discrimination Act 1992 and the Human Rights Act 1993, service providers cannot deny transport services to riders with assistance animals because of the assistance animals. The consequences for refusal are as follows: “If Uber receives a plausible complaint that a driver-partner refused to transport a rider with an assistance animal because of the assistance animal, following a review of the complaint(s), the driver-partner can be permanently prevented from using the Driver App. Uber shall make this determination in its sole discretion following a review of the incident. Driver-partners may also be subject to fines under applicable legislation if they refuse to accept a rider with an assistance animal. The maximum fine applicable will depend upon the State, Territory, or country the driver-partner is located. For example, as at the date of this Policy, a driver-partner may be subject to a fine of up to $8,000, $1,650 and $3,000 for failing to accept a rider with an assistance animal in the ACT, NSW and New Zealand respectively.” If you need to make a complaint regarding a trip refusal, visit the Uber website, select ‘I want to report a service animal issue’ and report your complaint. 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 ever thought “Oh, that could be a great business idea” or “I’d love to make money from my hobby?”, but not know where to start? Putting a business idea into practice can be a daunting task. However, having the right resources and support can be the difference between a good idea and a successful business. This is where a platform like Enabled.vip can help. What is Enabled.vip? Enabled.vip encourages disability entrepreneurships by giving Australians with disability, their families, carers, and others within the disability community, a platform where they can monetise a hobby or craft, establish a gig-based micro business or even establish a small business. Over the past few years, disability employment has been an increasingly more common topic of discussion. In fact, it’s not just within the disability community who have been pushing for equal employment opportunity for a very long time, but more recently within the Australian Government. The idea for the platform actually came while Col Chandler and Dr. Gary Allen were attending a Queensland Government Disability Employment event in 2019. During the event, they asked about disability entrepreneurship and what was being done in that area. The response (or lack of!) inspired the creation of Enabled.vip. “The level of disability workforce engagement has remained stubbornly low compared to the workforce participation by the non-disabled. Over the last thirty years a succession of Australian governments have spent around one billion dollars and have only achieved an eight percent improvement. It is time for a disruptive change.” Dr. Gary Allen How does it work? Like most online platforms, you need to sign up to access the available resources and online content. Enabled.vip members have access to several resources to help them grow their hobby or small business, including: One-to-one business advisory support (by an Australian business person with disability) An internal peer support discussion board Resource library Monthly webinars and online events Capacity Building Workshops developed by Griffith University Monthly blog and quarterly newsletter An online marketplace linked to Fiverr.com Sounds good… but at what cost? Depending on what your needs are, you can opt for a free or a paid membership with Enabled.vip. If you’re unsure about joining or still in the research and learning phase, starting with the free option gives you access to 80% of the online resources. Although the platform isn’t limited to NDIS participants, if you are a participant then you may be able to use your plan funding to cover the cost of the paid membership ($10 per month). This cost falls under Community Engagement or Employment budgets. Why is a platform like this so important? For some people with disability, capacity to work may need to be evaluated on a day-to-day basis. As a result, this can make it more challenging to work a part-time or casual role in a more “traditional” work environment. Through disability entrepreneurship and a platform like Enabled.vip, people with disability can use their marketable skills, experience, and networks to engage within the community and develop their skills in a working environment. The platform also aims to assist members in pursuing financial independence, as well as improve social engagement and mental health. 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.

One of the founding features of the NDIS is ensuring more ‘choice and control’ for NDIS participants when it comes to their lives, funding, and support services. This means that participants are likely to seek out providers that act in their best interests. So… how can provider support choice and control throughout their clients’ NDIS journey? Tip #1 Get to know your client One of the best ways you can support your clients is by getting to know them personally. Get to know what their support needs are, their goals and any other information that they are comfortable sharing with you. The knowledge you can gain from your clients can be crucial in providing better services for them and building a strong, trustworthy relationship. Tip #2 Always be transparent Being transparent with your clients means you can provide them with the information they need to make more informed decisions about their plan, funding, and support needs. A great way to help ensure transparency as a provider is through a service agreement. Service agreements can make a huge difference to the way you are your client work together. It can be beneficial for both providers and participants. Tip #3 Personalise your care Everyone is different, and every client will have different support needs and wants. By working closely with your clients to better understand their goals, you can create more personalised support. This may include things like: Communication preferences Service agreements How services are delivered What expectations or goals your client has Take the time to discuss all aspects of the support you can provide and work together with your client to create a personalised support plan. Tip #4 Share information As the saying goes, ‘knowledge is power’. You can share your knowledge with your clients and other participants (when relevant) to help them better understand their plan or the services you can provide. Some examples of how this could be done include: Example #1: Provide resources Appointments can only go for so long, which is why it can be beneficial to have a data base of resources, blogs, or even activities or exercises that you can share with your clients to help them in between appointments. This also provides an opportunity to build capacity. Example #2: Disability Facebook groups If you see a post in a disability group and you have the knowledge base to answer the question or provide some insights, this is an opportunity to showcase your knowledge without expecting anything in return. This not only helps provide key information that can help participants with choice and control, but it can also build trust and rapport with clients and potential clients. Example #3: Create short form content As a provider, you may be able to provide clients and other participants access to short form content. This can showcase your knowledge base while also offering information that could make a huge difference to a client or NDIS participant. This is something more and more specialists are doing on platforms like TikTok and Instagram. 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.

Although unpaid invoices are not a common occurrence, sometimes they can happen. And we know this can be frustrating. So, we wanted to breakdown what to do if an invoice hasn’t been paid, and some of the reasons why this might occur. What to do if an invoice hasn’t been paid As plan managers, we always discuss how our plan managed participants would like invoices paid. Some participants want to review every invoice before it is paid, while others are comfortable with them being processed without waiting for approval. In both cases, we will send a copy of the invoice to our participants. If an invoice hasn’t been paid, you can reach out to one of our team members to check the status of the invoice. There may be a minor delay while we are waiting for approval from the participant, they may have requested the invoice be put on hold, or the invoice doesn’t meet the NDIS standards. Waiting for approval Participants who wish to approve every invoice are encouraged to do this at their earliest convenience. This helps to prevent processing delays on our end. However, sometimes delays are inevitable. If an invoice approval has been delayed, rest assured we are in contact with our plan managed participants to have this completed in a timely manner. On hold If an invoice has been put on hold at the request of the participant, we advise them to to reach out to providers to discuss concerns they have with the invoice. It’s important to check with the participant to understand what the core issue is with the invoice in order to resolve it. Some reasons a participant may put an invoice on hold include: Services provided don’t match what is listed in the invoice Transport fees for participant or provider Cancellation costs Non-face-to-face time Best practice is to discuss the issue with the participant to try to resolve it as quickly and seamlessly as possible. Remember, most of these reasons can be avoided or mitigated by having a clear service agreement in place with the participant. Plan managers have no authority to pay an invoice that the participant has instructed not to be paid. Invoicing incorrectly The NDIA and the ATO have set regulations for invoicing correctly. If we receive invoices that don’t have the right ABN, line item, participant name or number etc. this can cause delays in processing the invoice while we make contact to clarify. It’s always a good idea to double check your invoices before sending them through to our team to prevent delays. We have a downloadable invoicing checklist for providers available on our website. When a participant can’t pay vs won’t pay In the rare circumstance that a participant can’t pay an invoice, this may be because of a technical issue or limited funding. If a participant is out of funding this is where our plan management team or the participant’s support coordinator (if they have one) can help come up with creative ways to use their plan funding to process the invoice. It may be as simple as moving money from transport funding into consumables or a participant may need to apply for a change of circumstances with the NDIA to resolve the lack of available funding. If a participant won’t pay despite having funding available, try to understand what the underlying issue is, refer to the service agreement, and work together to come up with a solution for this and any future invoices. We cannot process an invoice if a participant has directly asked us not to. We always encourage participants and providers to discuss any issues with each other. 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.

If the NDIS were to have a catch phrase, it would probably be “as long as it’s reasonable and necessary”. It’s a well-known fact that every funding category, piece of AT, or support claimed under the NDIS must be considered reasonable and necessary… or is it? What is R&N? Reasonable and necessary is the term the NDIA use to categorise whether a support can be funded by the NDIS. In order to be considered reasonable and necessary, a support or service: Must be related to a participant’s disability Must not include day-to-day living costs not related to disability support needs Should be considered value for money Must be effective and work for the participant Should consider support provided by other government services, family, carers, networks and the community How does the NDIA determine reasonable and necessary? The NDIA need to base their decision making on the reasonable and necessary criteria and the information provided by the participant that showcases they fit the reasonable and necessary criteria. This is why sharing as much supporting evidence with the NDIA can work in your favour – it gives the NDIA a better understanding of your disability and support needs. Are there any exceptions? Yes… and no. The NDIA base every decision on reasonable and necessary when it comes to your plan funding. Although the NDIA states that funding for plan management is “separate to the reasonable and necessary funding of a participant’s NDIS disability supports”, this is because plan management can be considered reasonable and necessary by default. Plan management does not technically fall under reasonable and necessary for one simple reason - if a participant requests plan management they do not need to provide any supporting evidence to justify why they need this support. For all other support funding, participants must provide supporting evidence to show why a support is reasonable and necessary. In other words, there is actually only one type of support that is ALWAYS reasonable and necessary – plan management. That’s not to say there aren’t rare circumstances where plan management may be denied. This action only occurs if the NDIA believe there would be an “unreasonable risk of harm” by a participant being plan managed. What are the benefits of plan management? There are plenty of benefits when it comes to plan management, here are our top four: Reduce stress and save time by having a professional manage the processing and paying of invoices on your behalf More choice and control over your providers with access to both NDIS registered and non-registered providers Having all your invoices, payments and monthly statements managed in one place It’s free!* *When a participant is plan managed, the plan manager receives an establishment fee and a monthly processing fee. It comes at no extra cost to NDIS participants, and it doesn’t take any funding from your other funding supports. Although plan management is included in a participant’s plan, funding for this is claimed directly from the NDIA. Plan management, self-management & combination plans Whether plan management, self-management or a combination is best for you depends on your preferences. Plan management offers flexibility to choose from registered and non-registered providers while also providing support with administrative tasks and invoice processing, claiming, and paying. There are no out of pocket expenses for plan management and capped pricing mean that some supports might be cheaper under plan management than they would be under self-management. Self-management also provides greater flexibility, choice, and control, however there are more responsibilities. Typically, a separate bank account is needed to manage funding, budgets, invoice claims and payments will need to be managed by yourself. Pricing is not capped which means that you could end up paying more for supports than the amount outlined in the NDIS Pricing Arrangements. Both options give you the benefit of accessing support from NDIS registered and non-registered providers. The real determining factor is – how active do you want to be when it comes to managing your funding and keeping detailed records. 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.

Although the NDIS offers participants choice and control over their supports, sometimes it can be beneficial to have a little extra support to ensure you’re making informed decisions. Having a support coordinator as part of your support team can make a huge difference to your NDIS journey. Tip #1 Understanding the role of your Support Coordinator Support coordination is a capacity building service that can help you to better manage your NDIS supports. If you are approved for support coordination, the NDIA will assign one of the following three levels depending on your circumstances: Level 1: Support Connection Level 2: Coordination of Supports Level 3: Specialist Support Coordination The level of support included in your plan may change some of the roles and responsibilities of your support coordinator. However, some typical roles include: Help understanding your NDIS plan Planning and coordinating supports Connecting you with supports and services Establishing and maintaining your supports Coaching your capacity building for independence Reporting to the NDIA Preparing for unexpected events and crisis situations Acting in your best interests It’s important to note that while a support coordinator can help with all of the above, it is not their role to make decisions for you. They can present you with information and help you make informed decisions. Tip #2 Use their knowledge to pursue your goals Working with support coordinators gives you the benefit of their knowledge and experience. They can help you to better understand the ins and outs of your plan, find the best providers to suit your needs and goals and help you make more informed decisions. Having someone who knows how the NDIS works and who understands your specific support needs and goals can make a huge difference in your NDIS journey. Tip #3 Knowing when to refer to your SC or someone else Although support coordinators do a lot to help NDIS participants manage their plan, there are other support people that may be better suited to assist depending on the situation. One common example is support coordinators vs. plan managers. If you have a support coordinator and a plan manager as part of your NDIS plan, you’re probably aware that both can help you with the management and implementation of your NDIS plan. However, sometimes there can be confusion around the difference in the roles that a support coordinator and plan manager plays in your NDIS journey. While both work closely with participants to ensure they receive the support they need and to help manage NDIS plans, a plan manager focuses on the financial and administrative aspects of a plan, whereas a support coordinator focuses more on helping participants access their supports. Tip #4 Learn or improve your capacity building skills Support coordinators can be a great tool to help you build your confidence and skills to better manage and implement your plan yourself. They can show you how to: Use NDIS systems and processes Set up your supports and negotiate with providers Evaluate your current supports Change the way your supports are delivered Track your plan and goals Exercise your choice and control Communicate your needs Create opportunities within the community Get the most out of your NDIS plan Your support coordinator should always provide information to you in your preferred language and method of communication to help you make decisions about your supports. 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.

Providers play a vital role in the lives of NDIS participant through their provision of necessary supports and services. While providers can set their own prices for these necessary supports, there are some regulations the NDIS has in place that need to be followed and understood when it comes to making pricing decisions. By taking the time to understand the ins and outs of the NDIS Pricing Arrangements and Price Limits, providers can make more informed pricing decisions to better assist themselves and their participants. Understanding the Pricing Arrangements & Price Limits The NDIS Pricing Arrangements and Price Limits (formerly known as the NDIS Price Guide) helps to outline price controls for supports and services with the NDIS, the current pricing regulations, and a list of available supports with the corresponding item numbers which can be used to claim delivered supports. The Pricing Arrangements also provides information on: Current and previous price limits for each support item Claim types including travel and non-face-to-face supports Price limits for different times of day How often is Pricing Arrangements and Price Limits updated? The Pricing Arrangements and Price Limits is updated as needed throughout the year with minor updates. However, a full review is completed annually in line with the end of financial year. Typically, this review is released at the end of each June and officially commences on the 1st of July each year. The NDIA uses a combination of market data research, public consultation, and industry engagement to inform the necessary adjustments to be made to the Pricing Arrangements and Price Limits. As providers, it is important to ensure that you keep up to date with the latest changes, as this may impact your invoices. Setting your Provider Pricing The NDIS Pricing Arrangements and Price Limits shows the maximum price that registered providers can charge NDIS participants. It does not show a set price. This means that supports can be negotiated at a lower rate than what is set in the Pricing Arrangements and Price Limits, but not a higher rate. While NDIS registered providers must adhere to the Pricing Arrangements and Price Limits, unregistered providers are not locked into the same agreement. However, it is recommended that unregistered providers follow the same pricing guidelines as registered providers to ensure that NDIS participants can receive the supports they need at a fair price. Whether you are registered with the NDIS or unregistered, discussing the price of your supports and services is an important first step in not only outlining the expected cost but also establishing a service agreement and clear communication with your NDIS participants. Here are some considerations to think about when setting prices for your supports and services: What is the maximum amount listed in the Pricing Arrangements and Price Limits for each service you provide? What price would be considered fair and provide value for money for each service provided? Have you discussed pricing with the NDIS participant you are supporting? Does there need to be an adjustment in the pricing that has been set? Is there a pricing difference based on whether the support is in person or not in person? Help the participant understand your pricing Communication is key in any relationship, especially between a participant and a service provider. You should discuss your pricing reasoning with each participant to ensure they understand all prices they may be charged. This discussion should include: An understanding of the prices in the Pricing Arrangements and Price Limits What pricing has been set by you in line with the Pricing Arrangements and Price Limits regulations Whether there is any additional pricing like travel on top of the provider service costs What your protocol is if the NDIS makes an update to the Pricing Arrangements and Price Limits (i.e., how will you let the participant know if there are pricing adjustments) It is important for participants to be confident they are receiving value for money when it comes to their plan budget. 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.

Although the increase in NDIS participants might give the impression that your provider business should be booming, that may not be the case. This is because you need to find participants, or better yet, participants need to be able to find you. With that in mind, we’ve come up with 10 easy solutions to help your business grow while ensuring you stand out from other providers in your field. #1 Create a website When it comes to searching for a provider, one of the first places a participant will go is the internet. So, it makes sense to have a website that showcases your business and services. First impressions can be make or break so it’s important to ensure your website is simple, professional, and ideally aesthetic in its design. Thankfully you don’t need to hire expert website developers or be an expert yourself, as most hosting platforms will provide you with templates, user friendly options and easy customisation options. No matter how you choose to design your website, be sure to include things like an ‘about’ section, ‘services’, and a ‘contact page. As a provider working with NDIS participants, it’s also a good idea to consider the accessibility of your website. This may mean including simple and large copy, image descriptions, defined links, appropriate colour choices, and the overall layout of the website. #2 Working with NDIS participants? Use the NDIS logo If you are a registered NDIS provider, you can use the NDIS logo on your website and other marketing materials to let potential clients know that you work within the scheme. This can ensure your credibility for participants. #3 Set up a Google My Business Account The Google My Business Account allows you to better connect with potential clients across Google Search and Google Maps. This account is free and easy to set up. You can include photos, contact details, and website links in your account, and clients can easily leave reviews (which could lead to more clients and a higher Google ranking). #4 Set up social media business pages Social media is another free way you can reach more potential clients. By setting up a business page on Facebook and Instagram, NDIS participants who use these platforms to search for providers will be able to find and connect with you. It’s important to note that social pages shouldn’t necessarily be used to push sales, but rather as a place you can connect with people, share information, snippets of success or ay-to-day life, answer questions and so much more. #5 Get involved in the community (online and in person) Connecting with your community, whether it be online or in person, can be a great way to showcase who you are. If you’re in an online community space, just like with your personal social media pages, it’s not about pushing your business but more about sharing your passion, insights, and ultimately building a relationship. If you want to connect with people in person, visiting events or trade shows can be a great option as it gives participants the chance to find you and get to know you personally. Remember, when it comes to building strong relationships – the more you give, the more you get. #6 Connect with NDIS Support Coordinators and Plan Managers Support Coordinators and Plan Managers are often asked for recommendations of trustworthy providers by NDIS participants. So, whether you’re a new business or one that has been around for a while, it’s always a good idea to build a strong, authentic relationship with support coordinators and plan managers. Let them know who you are and what services you offer. #7 Join provider finder lists Another option to get the word out there is to be on a provider finder list (or search engine). Some of these include: NDIS Provider Finder Search Engines: NDIS Provider Finder Clickability Disability Support Guide Karista MyCareSpace Care Seekers HireUp Mable #8 Testimonials Testimonials can be a powerful tool. It showcases the experiences others have had when engaging your services. If you’re a new business, getting testimonials may seem a little daunting and maybe even impossible to start with. Even if you only have one client, that presents an opportunity for gaining a testimonial, which could lead to another client who can provide another testimonial and so on. #9 Offer virtual meetings and interviews Virtual meetings and interviews are on the rise. They can be more convenient, easy to set up and even save money and time. Virtual meeting also broadens your community. Rather than being limited to the people in your immediate area, you might be in Brisbane and able to provide necessary assistance to someone in Perth. Websites like Zoom, Teams, Google Meet (among others), all offer free options for virtual meetings. #10 Improve your online search rankings Good search rankings can make a world of difference. The two key options for improving your rankings are through organic search (Search-Engine Optimisation or SEO) and paid search. It’s a good idea to look at ways to boost your SEO ranking so you can reach more people, and depending on your business and finances, you may way to include paid search as well. 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.

You’ve found a provider you’d like to work with… what next? It’s important to make sure that you and your provider are on the same page when it comes to the supports they will be delivering, and other aspects of working together. Which is why having a service agreement in place can be a great way to clearly outline expectations for both you and your provider. What is a service agreement? A service agreement is written contract between a participant and their provider that details all the important information about the supports and services being provided, roles and responsibilities, and any other terms and conditions that should be adhered to. Service agreements typically include: Any supports provided under the Service Agreement How much those support cost, including additional costs like travel How, when and where those supports will be provided How long the supports will be provided When and how the service agreement will be reviewed What to do if there are any issues that arise Participant and provider responsibilities under the service agreement What to do if changes need to be made to the service agreement It is important to remember that you have choice and control over how your supports are delivered. Although many providers may have a prewritten service agreement, the process of developing a service agreement should be a collaborative process which means you have the right to request reasonable changes to the agreement if necessary. Why they are important? A service agreement isn’t just a piece of paper. It can help you make the most of your NDIS funding, assist in clear communication between you and your provider(s), and protect you if things go wrong or your circumstances change. Although it may not be mandatory* for your provider to set up a service agreement, it’s definitely recommended. Here are the top three reasons you should always have a service agreement in place: Service agreements can help you to manage and maximise your NDIS funding as they will show the full amount (including any additional costs) that you would be charged if you use their services. This means you know exactly what funding will be spent and can have a better awareness of what funding you have remaining that can be used on other supports. With a service agreement, you know exactly what is expected from you and what you can expect from your service provider. It helps to ensure that communication is clear and can provide key information about any terms and conditions, how to make changes or even how to cancel services If there is ever a situation where you are having a dispute with your service provider, your service agreement is a written record of exactly how many hours of support were agreed upon, the price and how they would be delivered. Ultimately, a service agreement can protect you. *NDIS registered providers must have a service agreement in place to provide NDIS participants with supports and services. However, providers who are unregistered technically do not have to set up a service agreement to provide supports. If you have an unregistered provider, you can request a service agreement be put into place. Who can help you manage your service agreements? Service agreements are managed by participants and the provider the agreement is with. However, if you have support coordination as part of your NDIS funded supports, then part of your support coordinators’ role is to manage your service agreements. Although as plan managers we often recommend that participants share their service agreements with us, there is no obligation to share these agreements if you prefer not to. If you do make the choice to share them, all service agreements are kept strictly confidential, and they are only used to better help us keep track of your budgets. Top questions to ask about service agreements Here are some of the top questions you should consider asking your service providers when it comes to service agreements: Do you have a service agreement? If not, can we set up a service agreement? What is the start and end date of the service agreement? How long after supports have been delivered will you send an invoice to my plan manager? Are there any extra costs I should be aware? What is the minimum and maximum amount of time each of your sessions are? What happens if there are last minute changes to availability or the service being provided? What is your cancellation policy? Do I have to sign the agreement? Can we make changes to the service agreement if circumstances change, or something is not working? Remember, if you don’t understand the contents of the service agreement, you can speak with your support coordinator, LAC, or a trusted person to help explain the details. Alternatively, you can request that the service agreement be written in a simple and easy to understand format. 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.

Over the past 8 years, the number of participants benefiting from NDIS supports has grown exponentially. However, the rise of NDIS participants is not necessarily mirrored when it comes to service providers. Which means sometimes there are not enough service providers to go around. This can lead to participants being put on waitlists and not being able to access the supports they need when they need them. So, what can you do? Finding the right provider for your needs Before getting into provider waitlists, it’s important to know how to find the right provider to suit your needs. After all, you don’t want to be put on a waitlist only to discover that the provider isn’t right for you. When it comes to finding a provider, you should consider what your goals are, and what types of supports and services can help you achieve those goals with your allocated NDIS funding. There are three main steps for finding the right provider: Step #1: Research This is such an important step because it helps you to have a greater understanding of the types of providers available and the services they can offer. If researching providers is something you need assistance with, your support coordinator, local area coordinator (LAC), plan manager disability advocate, carer or family and friends may be able to assist you. There are provider data bases and Facebook groups you can also use to help find providers in your area. Step #2: Narrow it down Once you have a list of providers who may be able to help you, try to narrow down the list to your top three (or another number of your preference). This should be based on whether the services they provide are in line with your needs and your funding, as well as proximity to you. For example: are you able to drive, take the bus or use another form of transport easily to appointments, or do they offer home visits? Step #3: Reach out to providers Once you’ve decided on your top provider options, it’s time to reach out to them. Typically, you can contact providers online, via email or by phone to organise an appointment. What can I do if they put me on a waitlist? If one or all your provider options put you on a waitlist, that can be disheartening. If only some of your options put you on a waitlist and some don’t then it may be worth considering going with one of the provider options that is available when you need them. If a provider puts you on a waitlist, you should ask: How long will it be before I can get an appointment? How long will the wait time be in-between appointments? Can I remove you name from the waitlist later if need be? Can I work with other providers while I wait? Do I need to contact the provider about any changes with my position on the waitlist or will the reach out to me? How much notice will I be given if an appointment becomes available? Are there any therapy assistants* available that could provide some supports? *Therapy assistants are in training however they do need to work under the supervision of a skilled therapist so this could be an option that could get you an appointment sooner if need be. If you are put on a waitlist, it’s important to let your plan manager (that’s us!) know so we can keep track of your funding. What to do when you’ve secured an appointment Once you have secured your initial appointment, there are some key questions you should ask yourself in preparation: How frequent do you need their support, and will your NDIS funding cover your needs? Which day(s) of the week you would like support and what time(s) of day work best (i.e., morning, middle of the day, afternoon etc.)? You should check if your provider can offer the support you need and when those supports can commence before making a final decision as to whether this provider is the right provider for your needs. 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.

When it comes to providing supports and services to NDIS participants, one of the most common questions we hear is whether it’s better for a provider to be NDIS registered or to remain unregistered. Get to know the ins and outs of the registration process, the pros and cons and how to decide what the best option is for you. Difference between a registered and unregistered provider The main difference between being registered and unregistered (other than the obvious of course!) is the different legal status they have when it comes to the NDIA and the supports and services they provide to NDIS participants. Providers who are registered with the NDIA must follow specific NDIS rules and regulations. Although providers who are unregistered are not held to the same legal status as registered providers, it is recommended that they adhere to the rules and regulations that help to ensure participants have choice and control over their NDIS plan and supports. However, all registered and unregistered NDIS providers and their workers must comply with the NDIS Code of Conduct which promotes the health, safety and wellbeing of persons with disability, by setting out acceptable, appropriate and ethical conduct for NDIS providers and workers delivering supports or services in the NDIS sector. Pros and Cons Before deciding whether registering or not registering with the NDIS is the right move for you and your business, you should consider some of the pros and cons of both. If you choose to register… If you decide that registering for the NDIS is the way to go, then you will need to go through the registration process. There are five steps required to become a NDIS registered provider: Step #1: Fill in an application form through the NDIS Application Portal Step #2: Select an approved quality auditor Step #3: Undergo an audit Step #4: Application assessment by the NDIS Commission Step #5: Receive your application and outcome Successful applicants receive a certificate of registration outlining the services or supports you are registered to provide, the duration of registration and any conditions you must follow to keep your registration. Unsuccessful applicants can contact the NDIS Commission to request a review within three months of the decision, which can be followed up with a review from the Administrative Appeals Tribunal is the request is still unsuccessful. If you choose to not to register… If you decide that registering with the NDIS is not the right move for you and your business, you should still consider the best practices you can follow as an unregistered provider. Some best practices include: Getting an Australian Business Number (ABN) to ensure that your business is registered with the government and your ABN can be used to process your invoices smoothly and accurately Review the NDIS Code of Conduct in depth as this still applies to you even as an unregistered provider Unregistered doesn’t mean unregulated which means that you should still ensure you are providing fair and reasonable prices for the services offered Ensure you have business insurance to help protect your business from unexpected liabilities Have a system in place for receiving and handling complaints and feedback in a timely manner Making a final decision Making the final decision about whether to become a registered provider or remain unregistered comes down to what works best for you and your business, whether the application process and cost is worth it in the long-term, and whether the benefits outweigh the drawbacks. 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.

Finding and maintaining an ongoing relationship with NDIS participants are two very different things. To find participants, especially as a new business, it's important to get the word out there so participants know they can come to you for support. However, marketing alone isn't always enough to encourage participants to seek out (and return) for your services. If you want participants to come back, you need to create a safe and trusting environment with their best interests at the heart of your business. Step 1: Find Participants The initial success of any business relies on how you market your business. With marketing shifting more and more into the online platform - website content and social media being at the forefront of this - service providers need to develop a strong marketing plan to ensure that they are reaching the participants who may need their support and services. There are many NDIS participants on Facebook and Instagram who use these social platforms as a resource for finding information, supports and services that they need. You can use social platforms to share information while showcasing your knowledge of the industry or the services that you provide. However, it is important to understand the line between information sharing and pushing your services through intense promotion. Avoid “the hard sell” on social platforms, and instead be a source of information from a genuine place of wanting to share your expertise and knowledge with the community. Step 2: Service Agreements If you are a NDIS registered service provider, then you should already be using service agreements as this is something the NDIS requires for registered providers. However, if you are an unregistered provider, you may or may not be using service agreements. Service agreements can ensure that communication is clear and that both the provider and the NDIS participant are on the same page regarding the services being provided, the cost of those services, and any expectations on the part of the provider or participant. It’s much easier to be able to refer back to an agreed understanding that has been signed off by both parties if any challenges in the relationship or communication arise. It is a good idea to have a general service agreement template on hand that can be adapted to sit in line with the participant’s support needs. For more information on why service agreements are worth it, check out our provider specific blog on this topic post here. Step 3: Build Strong Relationships When a participant is searching for a service provider, they are likely to consider: What experience and skills do you have? Will you be a good addition to their current support team (and communicate with their other support providers/family where necessary)? Are you personable, do you listen to their needs, and tailor your supports if necessary? What reviews do you have? Or do they know someone who has used your service? If a participant seeks out your services it is important to listen to their needs, tailor your service approach if needed and to clearly outline the supports you can provide for them. The most important aspect of any relationship is communication. So, if you and the participant decide to work together ensure that you are communicating openly with them, and that they feel comfortable to communicate openly with you too. And it’s not just participants who you should consider building a strong relationship with – Plan Managers and Support Coordinators can be a great resource. If they know that you provide quality services and put the needs of your participants first, then they are more likely to refer you if a participant asks for guidance on choosing a particular provider. Step 4: Reputation and word of mouth While marketing can bring participants to your door, building a strong relationship with participants, Plan Managers, and Support Coordinators based on genuine care, communication and mutual trust will see that participants continue to use your services in an ongoing capacity and recommend you to others within the community. After all, word of mouth really is the best way to showcase your supports and services. 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.