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Ignite Healthcare aim to enrich the lives of Australians through accessible healthcare solutions. The passion for the work they do, respect for the people they assist, and professional services and supports they provide everyday means Ignite Healthcare is a provider you may wish to consider having on your provider team. Who are Ignite Healthcare? The Ignite Healthcare story began in 2018 with Melbourne physiotherapists David Dinca and David Robin. What started out as a goal to enrich the lives of people within their community quickly turned into a reality. Although the Davids had different reasons for being drawn to healthcare and starting Ignite, they both shared the same values – passion for healthcare, integrity, respect, and providing accessible healthcare solutions for people with disability. “My niece, Alice, was born with severe cerebral palsy. She is the biggest influence in my life, and I like to think her influence extends throughout the Ignite team. In her own special way, she is caring for the many we care for in the community.” David Dinca Co-founder and Director David Dinca has always envisioned Ignite Healthcare having a national presence, not only in Australia’s major cities but also in smaller, more rural areas. This dream has started to become a reality with the launching of the Ignite Healthcare Brisbane office in 2021. With Ignite now in two major locations – Melbourne and Brisbane – more NDIS participants can access the important supports and services that Ignite can offer. How Ignite can support you Ignite Healthcare offers supports to Early Childhood (formerly Early Childhood Early Intervention or ECEI), paediatrics, teens, and adults. Ignite strive to provide inclusive care and supports for NDIS participants, which is reflected in the growing list of supports they offer. In 2020, Ignite introduced Occupational Therapy as a coupling service to the physiotherapy already on offer. The following year in 2021, Speech Pathology was added to their supports along with approved ECEI registration. Ignite services and supports: Physiotherapy Occupational Therapy Speech Pathology Positive Behavioural Support Allied Health Assistance Psychology How Ignite works with the NDIS Ignite Healthcare is an NDIS registered provider who can provide vital supports to NDIS participants who have funding in their NDIS plan to support their disability related needs and goals. NDIS funding is broken into three main categories – Core, Capacity Building and Capital Supports. Core Supports – includes functional support needs for daily living, participation, access to community supports and activities. Capacity Building Supports – includes supports for skill building, training, learning, capacity building, accessing employment, improving health and wellbeing and support coordination. Capital Supports – includes the purchase of one-off items such as equipment, technology, or modifications. It also includes funding for Specialist Disability Accommodation. It’s important to note that each of the three main NDIS support categories have subcategories to further refine the support needs and funding. Some of these subcategories are flexible, like with Core Support funding, whereas others are not, like with Capital Support funding. As an NDIS participant, funding for supports provided by Ignite Healthcare are likely to fall into the following categories and subcategories: Core Supports – Assistance with Daily Life and Assistance with Social and Community Participation. Capacity Building Supports – Increased Social and Community Participation and Improved Health and Wellbeing Capital Supports – Assistive Technology* *The Ignite Healthcare team may be able to recommend Assistive Technology (AT) that can help to support an NDIS participant. However, it is also important to review the NDIS AT rules and regulations to ensure that the AT can be funded under the NDIS. Accessing Ignite Since beginning their journey in 2018, the Ignite team have dedicated themselves to providing NDIS participants with the very best service through their passion for providing accessible healthcare solutions for people with disability. This includes accessing the Ignite Healthcare services which is an incredibly easy process. There are two main ways you can access their services: 1. Online form Their website has a section dedicated to NDIS participants, where you can request and appointment at the click of a button. All you need to do is fill in some key details in the online request an appointment form and they can book an appointment with a member of their team who best suits your needs. 2. By phone You can contact the Ignite team on 1800 446 448 to discuss booking an appointment or for more information. They may still ask you to fill in a form with additional details necessary to provide you with the support you need. For more information about Ignite Healthcare, you can visit their website by clicking here. 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.

As an independent boutique national Plan Manager our goal has always been to provide you (our participants) with choice and control. This includes how and when you wish to communicate with us and the steps you wish us to follow in processing invoices on your behalf. We tailor our supports and services to best suit your needs. Your Invoicing Options We have four standard options available to you when it comes to the First2Care team’s approach to processing your invoices (although we can tailor additional alternative options if none of the following processes are suitable): Default option Review everything Review a selection of providers Nominate an authorised person It’s important to remember that no matter which option you prefer, you can always ask our team not to pay an invoice if there is an issue. Default Option The default option is one that works well for most of our participants because it combines choice and control without having to spend too much time reviewing every invoice. Our accounts team will send an invoice notification every time we begin to process an invoice claim from a provider. Typically, the team will send an email with the invoice attached. If our team do not receive a response within 24 hours specifically requesting that we hold back processing the invoice, then the invoice will be processed and paid. This option is great for participants who may wish to review invoices as they come through but don’t need a specific review process in place. You can turn this on and off as your availability dictates (e.g. when you are planning to be away on holidays). This default option may not work for every participant, all of the time, which is why we ensure flexibility in our processing. Review Everything The Participant elects to review all invoices before they are processed and paid. This means that when we send an email with the invoice pending review attached, our team will not process this invoice until we have a response from the participant confirming the invoice can be processed. This option is great for participants who want total control over all of their invoice claims, but it does require you to be constantly engaged to ensure that invoices can be processed and paid in a timely manner. This process relies on you constantly monitoring your inbox to ensure there aren’t delays in payments to your providers. Our team will of course reach out to you in the event that invoices remain unpaid and awaiting participant approval. It is important to ensure the relationship with your provider is not undermined by unnecessarily slow payment. Like all businesses, receiving payment on a timely basis is important and likewise negating the need for follow ups for invoice payments. Review a Selection of Providers If reviewing all invoices is too much, there is the option to review just a select number of your providers invoices. This means you can request that invoices from certain providers are only paid once they have been approved by you. This option is good for participants who are looking for flexibility over which providers they wish to take a little more time to review and the providers they are happy to be paid without a detailed review. It is also great for new providers whom you are wanting to review more closely their invoices to ensure they match your expectation. Nominate an Authorised Person If you don’t want to review invoices yourself or you would like another person to assist you in the approval of your invoices, but you do want all or some of your invoices reviewed before they are processed and paid, you can nominate an authorised person who can approve or hold invoices on your behalf. This option is good for participants who don’t want to be involved personally with the invoice approval process or wish to have someone else help in the review and monitoring process. What to do if you notice an error If you notice an error on an invoice from your provider, like the hours are incorrect; the service date is incorrect; the fee amount is not what was agreed or there are additional fees levied that were not discussed, there are three steps that you need to follow: Step 1: Reply to the invoice approval email from our accounts team and request the invoice be put on hold. Step 2: Contact your provider or if you have a Support Coordinator have them contact the provider to discuss the issues you have with the invoice, request the changes that need to be made and have your provider reissue a corrected invoice. Step 3: Follow up with your friendly First2Care accounts team directly or through your Support Provider to advise us the outcome of the discussion with your provider (i.e., if your provider will reissue a new invoice). Resources that can help One of the best ways to better understand your invoices and what they should contain is to check out our resource Provider Invoicing Checklist. Although this checklist is designed to help providers better understand how to invoice in line with the NDIS invoicing rules and regulations, it can also benefit participants, so they know what to look for when reviewing an invoice. We also wrote a blog titled, Top Tips from First2Care which shares some key tips around invoicing that can help you maintain choice and control. 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.

Many NDIS participants require some form of assistive technology (AT) to support their disability. However, finding the correct information of what you can and can’t claim under your plan or needing to engage in lengthy discussions about requiring an invoice can be frustrating and sometimes leads to NDIS participants not accessing the AT supports they may need. This is where Assistive Tech comes in. They make AT purchases easy. Who is Assistive Tech? Assistive Tech is a family-owned business focused on providing exceptional service as specialist resellers of Low-Cost Assistive Technology and Augmented and Assistive (AAC) Devices. The Assistive Tech story begun with Allan Dall and his son. Back when the NDIS was first put into place, Allan spent weeks with his son preparing visiting specialists and getting a range of reports and evidence the NDIS required to identify the appropriate supports needed to help build his son’s capacity to communicate. During this process he worked closely with a range of professionals including speech pathologists and occupational therapists and as someone with a technology background he started to develop an interest in how technology could be integrated in to the supports his son needed. Allan was advised by a NDIA planner that although the technology his son required may be funded by the NDIS, the market was still new and finding a provider could prove difficult. “I finished the meeting did the research and soon found that there was only one provider that could deliver what I needed to buy, and they didn’t answer their phone or reply to my email. It was then that I realised there was a market that was not being serviced. Assistive Tech was born.” Allan Dall Today, Assistive Tech is a registered NDIS provider with an ever-expanding range of augmented communication apps, technology hardware and accessories aimed at helping NDIS participant to access the support they need with ease. How it works Assistive Tech can assist all NDIS participants, no matter how your plan is managed. However, the steps may be a little different for a participant who is plan managed vs. agency managed. Plan Managed When placing your order, there will be an option that allows you to select ‘NDIS – Plan Managed’ as the payment method during the checkout process. When selecting this the Assistive Tech team will submit an invoice to your plan manager. After your plan manager receives and processes the invoice, Assistive Tech can dispatch your items. Most plan managers process invoices within 7-10 days, however at First2Care we aim to process invoices in 2-3 days which helps to ensure you receive your items faster. Self-Managed Participants who are self-managed can opt to pay for their items upfront and submit a tax invoice to the NDIA for reimbursement or they can select ‘Self-Managed’ at checkout and Assistive Tech can provide you with an invoice to submit to the NDIA for payment processing. Agency Managed Select ‘Agency Managed’ at checkout and the Assistive Tech team will contact the NDIA to arrange a service agreement so that can process your claim directly through the NDIA. It’s important to note that no matter how you are managed, Assistive Tech does require a letter of support from an allied health professional that states in the health professional’s opinion that assistive technology would benefit you. The letter does not need to specify the item, model, or value. There’s a lot of conflicting information out there about what participants can and can’t purchase and often the information provided is incorrect. Assistive Tech’s expert team (or the team at First2Care) can help to provide guidance on AT purchases. You can also find some fact sheets in the FAQ section on the Assistive Tech website. What are the benefits? The biggest benefit of Assistive Tech is that unlike ‘big box’ stores, they know the NDIS rules and regulations, and the claiming and invoicing requirements necessary to help you to feel confident in your purchase. They are not a mass market retailer which means you don’t need to explain that you need an invoice when you make a purchase. This cuts out potentially lengthy discussions of having to explain the reason an invoice is needed, and jumping through hoops to get the necessary information the NDIA needs to process the payment. Assistive Tech goes above and beyond to help make the process smooth and simple when it comes to purchasing AT items. They can even set up iPads in advance and preinstall any necessary apps to ensure that when a participant receives their item, it is ready to use with minimal setup required. Assistive Tech is focused on making sure that participants can access the technology they need and will collaborate with allied health professionals to help ensure this happens. They are constantly investing to expand their range of products and services to support NDIS participants in achieving their goals. Assistive Tech can ship Australia wide, and you can order online 24/7 by visiting their website assistivetech.com.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.

Is your home a safe and accessible environment for you based on your disability needs? If not, you may be eligible for minor or complex home modifications to be made to your residence. Find out the difference between minor and complex home modifications, which providers can help and whether the NDIS can fund your home modifications. Man with disability checking timer of electric oven while cooking food for himself in the kitchen What are Home Modifications? Home modifications are changes to the structure, layout, or fittings of a participant’s home to ensure they live in a safe, accessible, and mobility friendly home environment. These changes can range from something simple like a widening a doorway to more complex like significant structural changes to the home. You may need home modifications if you: Have safety concerns or difficulty moving around your home Have trouble with personal care, like using your shower Can’t use the rooms you need to use in your home Have difficulty pursuing your goals in your home because of your disability Need changes to your home so your carers can support you safely Home modification funding, if approved, is included in your Capital Supports Budget under Home Modifications. This budget is not flexible which means the funding provided can only be used for its intended purpose. The NDIS has two categories for home modifications depending on the cost and risk level - Minor Home Modifications and Complex Home Modifications. Minor Home Modifications Minor home modifications are typically non-structural, low-risk, low-cost changes to your home. The NDIS has two minor home modification categories: Category A minor home modifications cost under $10,000 Category B minor home modifications cost between $10,000 and $20,000, or they involve minor modifications to a bathroom floor To get minor home modifications included in your plan, the NDIS require evidence showing that the modifications meet the reasonable and necessary criteria, and that you have the relevant approvals for your home modifications. For Category A, an occupational therapist can do your assessment. For Category B, a home modifications assessor is needed to complete your assessment (more on home modification assessors below). Complex Home Modifications Complex home modifications are usually structural, custom-built changes to your home that typically are higher risk and/or higher cost than minor home modifications. Complex home modifications usually need building approvals or permissions, and certification of work such as plumbing and electrical works. Complex home modifications often mean that you will need to live elsewhere for several weeks while the modifications are being completed. Examples of complex home modifications include: Permanent ramps that cost over $10,000 and need building permit approval Structural modifications to a bathroom, including changing the floor to create a stepless shower Extensive electrical or plumbing works Removing or changing load-bearing walls Elevators or lifts that cost over $10,000 and need building permit approval Any works that need building consultancies such as engineering, architecture, quantity surveying, building surveying or building certification The NDIS may also consider home modifications to be complex when: A large part of your home needs to be modified It will take a long time (months) to complete the work, which affects your ability to live at home The modifications are non-structural but are extensive or cost over $20,000 (based on MMM1 location costs in the minor home modifications set NDIS budget). Whether a change is considered structural or non-structural can depend on which state or territory you live in All complex home modifications need a home modifications assessor to review your situation. Will the NDIS Fund my Home Modification? The NDIS has funding criteria called ‘Reasonable and Necessary’. To have home modification funding included in your NDIS plan, you will need to meet those criteria. When you have your plan reassessment, your Local Area Coordinator (LAC) or NDIA planner will ask questions to better understand your home modification needs. They may ask things like: Does the home modification relate to your disability? Will the home modification help you pursue your goals? Will the home modification help you take part in social and work life? Are the home modifications effective and beneficial to you? Is the home modification legal and safe? Should the home modification be funded or provided by another service? Is the home modification value for money? Top tip: Consider these questions prior to your plan reassessment and bring any relevant documentation to the meeting as evidence to support your home modification needs. What Home Modifications won’t the NDIS fund? The NDIS typically won’t fund the following features: Cosmetic finishes for fixtures, fittings, or materials (i.e., tiles or tapware) Swimming pools and spas, including hydrotherapy Modifications that make your house bigger (i.e., adding another storey) Repairs to pre-existing damage to your home outside the immediate area where you need home modifications Insurance premiums to insure your home after it has been modified Standard living costs or routine repairs and maintenance that landlords or homeowners are usually responsible for Fixing home modifications that don’t comply with the National Construction Code or relevant Australian standards Top tip: All funding, including any home modification funding, must be reasonable and necessary to be approved. To better understand what is considered reasonable and necessary, check out our downloadable reasonable and necessary checklist here. How Providers can help & their roles You will need different provider throughout different stages of your home modification process, including: An occupational therapist or home modification assessor for your assessment A building construction practitioner and/or building works project manager for your building consultation (depending on the type of modification) A builder to provide you with quotes and to complete the home modification Top Tip: While the NDIS recommends sourcing a provider who will provide quotes free of charge, your Core funding can be used to cover the cost of obtaining quotes Home modification assessors are occupational therapists who are qualified to recommend home modification supports. They can review your home modification needs and explain how they relate to your disability and goals and identify if you’ll need any additional supports while your home modifications are being completed. When your home modification is complete, they may review they outcome or for complex home modifications they may complete another assessment. Top Tip: Make sure your home modification assessor is independent from your builder to avoid conflict of interest. Building Construction Practitioners are professionals who have building knowledge and expertise to provide you with advice on the design and cost of the modifications, outline the work required, and provide drawings for the builder to better understand the project and provide more accurate quotes. Building Works Project Managers are typically required for more complex home modifications because the work is considered higher risk. They can help you to understand your building contract and to communicate with your builder. Top Tip: Make sure your Building Works Project Manager is independent from your builder. Builders are the people who construct your home modifications. They are responsible for meeting all legal and administrative requirements and making sure the building site is safe when home modifications are in progress. Any errors must be repaired by them. If you need help finding providers to assist you and provide the necessary information for the NDIS, you can reach out to your support coordinator (if relevant), your LAC or your plan manager. Top Tip: Make sure to set your expectations and your provider’s responsibilities in a written agreement to ensure you are both on the same page. 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 most common questions our First2Care support team get asked is – “is short term accommodation a holiday?”. Although at first they might seem like the same thing, short term accommodation and holidays are actually very different… and the NDIS can only fund one of them. What is Short Term Accommodation Short Term Accommodation (STA) is 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 their caring role. Typically, the NDIS can fund up to 28 days of STA per year. This funding can be used flexibly to suit you and your carers needs. That may be one weekend a month, one week every 3 months or even the whole 28 days. STA can include: Personal care Accommodation Food Activities STA can provide you with the chance to try new things or develop new skills, it can be a place to make new friends, or even help to maintain your current living situation by giving your informal supports a break. *Whenever you want to use your NDIS funding to cover a support, it’s important to consider if the support meets the NDIS reasonable and necessary criteria. If you’re unsure, you can click here to access our downloadable NDIS Reasonable and Necessary Checklist. Alternatively, you can contact your support coordinator or our First2Care support team. STA vs. Holiday You might be thinking “STA definitely sounds like a holiday”, and you’re not alone. Many NDIS participants have expressed confusion around the difference between STA and holidays. To make it easy for you here is a breakdown… STA FAQs Do I have funding for STA? The NDIS funds STA under the Core Support category ‘Assistance with Daily Living’ (Category 1). Which means, if you have been funded for ‘Assistance with Daily Living’ you can use that funding for STA or respite. However, it is vital that you ensure that you have enough funding for your day-to-day supports before using that funding on STA or respite. The best way to be sure of this is to ask for a quote or draft service agreement from your STA provider. Does STA need to be stated in my plan? No, it doesn’t. If STA or respite isn’t stated in your plan and you have available funding in your Core budget, you can use that funding for a range of supports including STA where it meets the NDIA’s reasonable and necessary criteria. Can my carer or current supports come with me? Unfortunately, there is no simple yes or no answer to this question. In most cases, the intention behind providing STA or respite is to give both you and your carer the opportunity to spend some time apart. STA and respite can be useful in preventing carer burn out and provides a chance for the participant to live more independently. Can STA be used in a crisis? STA is not for housing crisis situations. STA can only be funded where the need relates directly to your disability. In situations where a crisis can occur, such as your carers suddenly can’t care for you, or you’re at risk of harm in your current home, the NDIA can help you work out the best option to meet your support needs. Okay, but what if I actually want a holiday? That’s fine! Everyone wants and needs a holiday every now and then. However, the NDIS cannot fund a holiday. What they could do is support you to plan a holiday. When you have your plan reassessment, you can let your planner know that one of your goals is to plan a holiday. You may receive funding in your capacity building budget which could help you to reach your holiday goal. 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.

As with everything NDIS, there are rules and regulations for claiming supports based on the day the support is delivered and even the time the support is delivered. It’s important to know how to claim for the correct day and time the support is delivered, to understand what the exceptions are, and how this can impact the speed of your payments. How to know what pricing limit can be claimed To determine which pricing limit is relevant to a support there are two simple steps (and a sub-step here or there… it is the NDIS after all!) Step 1: Establish the day of the week the support is being provided Step 2: Establish the time of day the support is being provided It’s important to establish the day of the week before the time of day as the pricing limits can vary depending on the day and the time of day. Once the day and the time of day the support is being provided has been established, next you’ll need to consider if there are any other factors that may contribute to or impact the pricing limit to be claimed. Get to Know Day-Evening-Night Support Times Public Holiday Support Times Public Holiday Supports: Starts on or after midnight the night prior to a public holiday and finishes before or on midnight of that public holiday (exceptions include Night-time Sleepover Support). Weekend Support Times (Saturday & Sunday) Saturday Supports: Starts on or after midnight on the night prior to a Saturday and finishes on or before midnight of that Saturday (exceptions include public holidays or Night-time Sleepover Support). Sunday Supports: Starts on or after midnight on the night prior to a Sunday and ends on or before midnight of that Sunday (exceptions include public holidays or Night-time Sleepover Supports). Weekday Support Times (Monday to Friday) Disability Support Workers: Day Supports: Starts on or after 6.00am and finishes on or before 8.00pm on the same day (exceptions include public holidays or Night-time Sleepover Support). Evening Supports: Starts on or after 8.00pm and finishes on or before midnight on the same day (exceptions include public holidays or Night-time Sleepover Support). Night Supports: Starts on or at or before midnight on a weekday and finishes after midnight on that weekday OR starts before 6.00am on a weekday and finishes on that weekday (exceptions include public holiday, Saturday, Sunday, or Night-time Sleepover Support). What is a 'Shift Boundary'? When a particular support crosses over a shift boundary and the same worker delivers the entire support, the higher of the relevant price limits applies to the entire support. When a provider makes a claim, they should be making a claim against the relevant support item – in this case it would be at the higher relevant price limit for the support item. For example, if the same support worker works from 6pm-midnight, it may be permissible to invoice the entire period as weekday evening support. Providers are required to discuss all billing arrangements with the participant they are delivering a support to.This makes it critical to establish a service agreement with a participant. Note that this scenario is quite rare and it is much more common to invoice for two separate supports. Night-time Sleepover Supports vs. Night-time Supports A Night-time Sleepover Support is a support delivered to a NDIS participant on a weekday, weekend or public holiday that commences before midnight on one day and finishes after midnight on the next day. This support provides assistance with, or supervision of personal daily life tasks where overnight support is needed. This support runs for a continuous period of eight hours or more with up to two hours of active supports provided to the participant throughout the duration of the sleepover support. Providers can claim for a third or additional hour at Saturday rates on weekdays, or at applicable rates on other days (Saturday, Sunday, or Public Holidays). Providers giving Night-time Sleepover Support are allowed to sleep when they are not providing support. This is different for providers giving Night-time Supports as they are not allowed to sleep. The below table helps to further break down the differences between Night-time Sleepover Supports and Night-time supports. If you have any questions, you can contact the First2Care team on 1300 322 273 or email support@first2care.com.au. 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.

Want a support worker that suits your needs? Check out Australia’s largest online network of support workers in Australia – Hireup. Finding, hiring, and managing supports has never been easier! How it all began Hireup began with Shane. Shane was born with Cerabal Palsy which meant support workers were part of his daily life, and part of the lives of Jordan and Laura O’Reilly, Shane’s brother and sister. While studying at university, Jordan became a disability support worker and soon realised that the system was as broken and disconnected for people with disability as it was for support workers. His experience as a family member of a person with disability and as a support worker gave him a unique perspective of the challenges in the current system as well as a way to change the system for the better. Jordan teamed up with his sister Laura and together they created Hireup, Australia’s first online disability support network that puts its users in control. What is Hireup? Hireup is a registered NDIS provider with the largest online network of support workers in Australia. They provide necessary support and assistance to all age groups in every state and territory in the country. The supports they can provide include: Personal care Help around the home In home care Transport Therapy support Out and about – community access Specialist (high needs) Employment and education support How Hireup works People with disability and support workers can create a personal Hireup profile that outlines who you are, what supports you need (for people with disability) and what supports you provide (for support workers). These profiles enable people to engage with each other based on shared interests. There are two ways to find a support worker using Hireup: Use the search feature which can be refined by age, gender, location, and support types Post an ad on the job board outlining the type of worker and support needed Support workers can be booked directly through the platform. Behind the scenes, Hireup take care of everything including a support workers’ pay, tax, super and insurance. How NDIS funding works with Hireup Hireup keep pricing low to ensure that you can make the most of your support and is available to all NDIS participants whether they are self-managed, plan managed or agency managed. NDIS participants can use a disability support package or their own personal income to pay for supports. Hireup, QPFA & Community Support Hireup became involved with Queensland Powerchair Football Association (QPFA) in early 2022. Throughout the year, they’ve teamed up with First2Care and other disability providers to sponsor two QPFA teams to travel to Sydney to represent Queensland at the Powerchair Football Australian Club Championships. Being part of the sponsorship process was an easy choice for Hireup, especially given there were Hireup clients set to play in the competition. Hireup’s head of community engagement, Steph Lorenzo, said “representing your state in a sport is a great achievement, so when the opportunity came to be part of a local network to support the two Brisbane powerchair football teams to attend the national games in Sydney, we were excited to be part of it.” Their involvement in the sport doesn’t stop with the sponsorship, Hireup have also hosted several ‘Come and Try’ days so people with disability can experience the sport. “Through Hireup we hear about so many incredible goals that clients are working towards. To be able to compete at a national level against other powerchair football teams across Australia is unique and incredible! We were also really happy to learn about this opportunity from two clients of Hireup who play in this league, so it really was a win win.” The ongoing support for their clients, dedication, and focus on providing the best support options for everyone make Hireup a provider you want on your team. 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.

Each month we share top tips on a specific topic to help participants better understand the ins and outs of the NDIS, their plan and how to use their plan funding as intended. This month, to do something a little different, we asked members of our First2Care team if they had any top tips to share with our participants. Covering invoicing, events and managing your plan, the team have certainly dished up some gems. Check out the top tips from First2Care below. Top Tips on Invoices and Accounts 1. Request that your providers send invoices to First2Care Participants can send invoices to our accounts team if that is their preference. However, this can make the process longer as the provider would need to send the invoice to the participant who would then need to send it to our accounts team at First2Care. By having your provider send any invoices directly to our accounts team, the invoice can be processed faster. Rest assured that if your provider sends invoices directly to our accounts team, you still have the capacity to review invoices the day before they are processed. 2. Check your invoices Whether you send your invoices to our accounts team, or your provider does, it’s always a good idea to check the invoices to prevent delays in processing and to ensure there are no errors. If your provider sends invoices directly to our accounts team, prior to the invoice being processed and paid, an email will be sent to you for final approval 24 hours before the invoice is paid. When you receive the final approval email, you should check that your NDIS number, your personal details, the date, service, and hours are all correct. 3. Prevent invoice errors If you notice an error on an invoice from your provider, like the hours are incorrect or the charge amount, there are three steps that you need to follow. Step 1: Reply to the invoice approval email from our accounts team and request the invoice is put on hold. Step 2: Contact your provider to discuss the issues with the invoice, request and changes that need to be made and have your provider send the correct invoice through Step 3: Follow up with the accounts team to advise them the outcome of your discussion with your provider (i.e., if your provider will send a new invoice). Tips provided by Jared Bond, First2Care Bills Processing Manager Top Tips on Events 1. Scout out local events One of the best ways to find local events is to enter your location and the type of event you’d like to attend into the search section of major ticketing platforms like Eventbrite, Moshtix or Humanitix. Another great resource for finding local events is Facebook. You can easily pop onto the events section of the app or website and search for events there. State websites also typically list upcoming events. 2. Always be prepared Depending on the type of event you are attending, you may need to consider the following: Do I need to wear anything in particular? Do I need sun safety gear like water, sunscreen, sunglasses or a hat? Will food be provided, is there an option to purchase food or do I need to bring my own? It’s a good idea to bring your own mini hand sanitiser and a face mask, and of course always remember your ticket. 3. Check out the event program When you attend events, typically there are event programs letting you know what is happening during the event and where. These are always handy to have and can usually be found on the event website, in your emails or at the event entrance or information stand. 4. Enjoy the event experience Events can be a fantastic way to engage with the community, but we all know that sometimes events can be overwhelming so here are some helpful tips to make the experience more enjoyable: If you have a disability, consider what challenges you may experience and tools you can use to avoid them, that way you can be prepared for any situation If you don’t want to go alone to an event, why not ask some friends or family to join you and make a day of it Always pack snacks. Even when food is on offer, it’s always good to have a little back up stock of snacks just in case Wear comfortable shoes if you’ll be walking (nobody like blisters) or if you have a wheelchair, make sure your settings are just right Tips provided by Celeste Withey, Event Manager Top Tips on Managing your Plan 1. Understand what kind of changes you can make to your plan Making changes to your plan has typically been a challenging and lengthy process but following the introduction and process clarification of plan variations and plan reassessments it is now easier to make changes to your plan. By knowing what kind of changes can be made, it can help to ensure your plan suits your needs. 2. Purchase smart devices through Assistive Tech (or other similar companies) Smart devices can be incredibly helpful tools for those who may need this type of device because of their disability. Companies like Assistive Tech as a great option when it comes to purchasing smart devices because they are a NDIS registered provider and they know all the ins and outs of how to claim without needing mainstream retailers who are typically unfamiliar with the NDIS. 3. Share your NDIS plan with your plan manager There is a lot of information contained in your NDIS plan that can help our First2Care team to better understand your needs. By sharing your NDIS plan with your plan manager, they can ensure they are working towards your best interests and provide the support throughout your NDIS journey. 4. Get to know Reasonable and Necessary This is probably one of the most common phrases you’ll come across during your NDIS journey as this guides the NDIS funding you receive and how it can be used. Learning the reasonable and necessary criteria will help you to better determine if a support, service, or item can be funded through your plan. 5. Break down your NDIS funding into hours Rather than viewing your funding in dollars, to help you better manage your funding and to ensure you don’t overspend or underspend, your plan manager can help you break down your budgets into hours of support. Tips provided by Josh, QA & Systems Improvement Manager and Tiffane, Client & Provider Services Manager 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 you receive your NDIS plan, the funding provided is based on what the NDIS consider to be reasonable and necessary for your needs. However, there are circumstances where your NDIS funding may be exhausted prior to your reassessment date leaving outstanding invoices and an inability to pay for future supports. Even if you have the best intentions, this situation could occur which is why understanding what payment enquiries are, how to avoid needing one, and what to do if you are in a difficult situation can make a difference. What is a payment enquiry? A payment enquiry is the process of requesting additional funding to cover supports that have already been provided when there is no funding available to cover the cost of the supports. If you are in a situation where you need to make a payment enquiry, this must be submitted manually via the Complaints and Enquiries area of the PRODA portal. Why payment enquiries should be avoided Payment enquiries can be a stressful and lengthy process, which in most cases are unlikely to be approved by the NDIS unless a change of circumstances has been submitted and approved prior to the enquiry. Having choice and control under the NDIS also means that participants are responsible for how their funding is spent. Which means that if the NDIA rejects a payment enquiry, the participant is responsible for paying the invoice out-of-pocket. Providers can choose to pursue or not to pursue the debt. If the circumstance occurs where a provider decides to pursue the debt, this is between them and the participant. Plan Managers are not responsible for making or pursuing the payment on behalf of a provider. What happens if the NDIA rejects a payment enquiry? Following a rejection, First2Care cannot make another payment enquiry unless new information or evidence is provided. If the NDIA does reject a payment enquiry, the financial arrangements moving forward are between the participant and the provider. What to do if overspending is unavoidable? The best course of action when it comes to payment enquiries is to put tools and supports in place to prevent the need in the first place. If overspending is unavoidable, you should: Contact the NDIS as soon as possible if your needs have changed, that way you may be able to request a plan reassessment or plan variation before overspending occurs Talk with our team about budgeting strategies and guidance on how to reduce your spending while also ensuring you meet your needs and goals Regularly review your monthly statements or log on to your personal online portal whenever you want to view your budget status in real-time 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.

Assistive Technology (AT) can make a HUGE impact for people with disability. However, it can sometimes be a little confusing or overwhelming when it comes to purchasing the AT you need. By understanding how AT works under the NDIS and getting to know our top tips, you'll be able to purchase the AT you need and access the support you need. AT & the NDIS Before we dive into the top tips, it’s important to understand what assistive technology (AT) is and how it works with the NDIS. AT is equipment or devices that help you do things you can’t do or find challenging to do because of your disability. It can help you do things more easily and safely. The NDIS categorises AT into different categories from risk to cost. When it comes to risk, the NDIS has outlined two categories – low risk and high risk Low risk items are: unlikely to cause harm in your day-to-day life available for a trial or can be purchased from retail stores easy to set up and use safely without needing professional advice High risk items are: more complex to set up or use known to have caused harm used for a restrictive practice in need of professional advice, setup, or training for safe use Then we have cost. The NDIS outlines three categories of cost – low, mid, and high cost. Low cost are items under $1,500 per item Mid cost are items between $1,500 and $15,000 per item High cost are items over $15,000 per item Tip #1: Determine if the NDIS will fund it You probably already know that the NDIS is a big fan of reasonable and necessary, especially when it comes to AT. For the NDIA to fund your AT you need to consider whether it: relates to your disability needs helps your individual goals and aspirates helps you with social and economic participation is value for money is effective and beneficial for you helps to maintain your informal supports is the responsibility of the NDIS to fund The NDIS won’t fund anything that could cause harm to you or others, is not related to your disability, has the same benefit as another support already funded, or if it relates to day-to-day living costs such as rent or groceries which the NDIS do not fund. Tip #2: Consider your product choices It’s important to ask the right questions when deciding what AT is suitable for your needs. Whether you consider your needs yourself or discuss them with a professional, you should ask the following questions: What are the features and benefits of the item you are considering? Where and how will you be using it and are there any potential obstacles? What is the cost and is it value for money? Will there be future costs associated i.e., repairs? If you need repairs, are they easily accessible? Do you need someone to help you set it up or provide training? It’s worth noting that the NDIA expect to fund only the minimum specifications of the item to ensure it is value for money. For the purchase of any smart devices, it is recommended to a letter of support. Even with a letter of support, you will still need to fit the very specific NDIS criteria for them to fund a smart device. Asking yourself or a professional these questions, and any more you can think of, can help you with your AT decision making. Tip #3: Compare prices It’s always a good idea to shop around to ensure you’re not only getting the best product for your needs but also the best price. AT prices can vary for the same or similar item and it can be all too easy to just pick the first option you come across. Take your time to do the research and ask for assistance if you need it. If you do need help, be sure to talk with someone you trust whether that’s a family member, friend, an advocate, or another support person. Tip #4: Find a provider that knows the NDIS When purchasing AT, it can be beneficial to purchase with a provider that knows the NDIS. They may have information or insights that can help you with your purchase. There are plenty of companies out there that specialise in this area. One of those companies is Assistive Tech who are a specialist reseller or low-cost AT and augmented and assistive (AAC) devices. They are an online AT company registered with the NDIS. It’s easy to search for your AT needs on their website and make a purchase (if you have funding within your NDIS plan for AT). One of the questions we get asked a lot is if we can purchase apps or iTunes gift cards for our participants. As plan managers, we are not able to make these purchases for you. However, Assistive Tech, and other companies like it, can make app (and other) purchases for you and send First2Care the invoice. Making purchasing your AT needs simple. It’s important to know that gift cards are not specific to a disability, so the purchase of them does not fit the NDIS rules and regulations. Tip #5: Know the differences between self, plan, and agency managed claiming There are three options when it comes to managing your NDIS plan – self management, agency management and plan management. Each of these options have slightly different regulations for purchasing AT. Self-management If you are self-managed, you can purchase low cost/low risk AT yourself and engage directly with a supplier to make your AT purchase. You can access any AT provider and are not limited to those registered with the NDIS. After making your AT choice, you will need to pay the invoice and submit your claim to the NDIS yourself. Agency management The NDIA can purchase low cost/low risk AT on your behalf however they are limited to AT providers who are registered with the NDIA. Plan management Much like self-management, you have access to any AT provider. However, the key difference is you have your own personal plan manager working with you. We can take care of the low cost/low risk purchasing process for you. This means you won’t have to worry about paying or claiming the invoice, all you need to focus on is you and your new AT. 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.

Want a minor change made to your NDIS plan but don’t want to go through a full review of your plan? You’re in luck! The NDIA have made an all too important change to the way it processes minor changes to your plan. This will give you more flexibility, choice, and control over your plan. Say hello to plan variations. What is a plan variation? ‘Light touch plan review’, ‘plan extension’, ‘rollover’ ‘continuation’, ‘new plan with similar supports’ or ‘new plan with minor changes’ are all terms that were previously used to describe the similar things. To make things a little simpler, the NDIA have now brought all those terms under one name – plan variation. A plan variation is when a plan is varied slightly. There are several reasons that a plan variation may occur, including: Correct a minor technical error Change a reassessment date Change to the statement of supports Add a different provider or type of support to a stated support If your needs have changed significantly and you require crisis or emergency funding New information is available relating to a previous NDIS request for information Minor variations related to increased support funding What all this means is that when a participant requests a slight change to their plan, a plan variation can be requested instead of needing to wait for a full plan reassessment to occur. Plan variation can be requested at any time and the NDIA have 21 days to review your request. If the NDIA decide to vary your plan, you will receive a new copy of your varied plan within seven days of the review response. If the NDIA decide not to give you a plan variation or they give you one that you don’t like, you can request an internal review of the decision. What are the benefits of a plan variation Plan variations are definitely a welcome change within the disability community. Over time they are likely to be better refined. However, there are several benefits plan variations can provide, including: Easier path to access necessary supports If you want to change the way your NDIS plan is managed (i.e., if you are agency managed but want to be plan managed) Ensures your plan more accurately reflects your needs Set timeframe for NDIA response Can be requested at any time More flexibility, choice, and control Additional funding for urgently needed AT or AT repairs Crisis funding if an informal carer, such as a parent, is temporarily unable to care In short, if there is a minor change needed to a plan, the NDIA can review the change itself rather than reviewing the whole plan. Of course, as always with the NDIS, you need to ensure when requesting a plan variation that you meet the NDIS reasonable and necessary criteria. Plan reassessment vs. plan variation ‘Plan reassessment’, like plan variation, is also a new term used by the NDIA. It replaces the former term ‘plan review’. Plan reassessments occur at the end of a plan period or when significant change has happened resulting in the need for a whole new plan. Whereas a plan variation can occur at any time when there are minor changes to be made. Unlike with plan reassessments, if a plan variation does occur, the result will not be a whole new plan but simply a modification to the current plan. It’s important to note, if you do request a plan variation and that variation is approved, you will receive a new start date on your plan and a new reassessment date. This may change in time as a plan variation is technically not a new plan. However, the process on the NDIA’s end at this stage is to provide a new start and reassessment date with the variation. How to request a plan variation There are a few ways you can contact the NDIA to request a plan variation. Filling in an online form is the recommended option by the NDIA as the form outlines all the information that you need to provide for your plan variation request. As a result, it can make the processing a little faster and easier However, filling in an online form may not suit every participant. Here are some other options to request a plan variation: Over the phone 1800 800 110 Via email at enquiries@ndis.gov.au Visiting a NDIS office Sending a letter to: Chief Executive Officer National Disability Insurance Agency GPO Box 700 Canberra ACT 2601 Remember to include evidence to support a plan variation with whatever method you opt for when making your request. 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.

Service agreements can be a fantastic tool to help you and an NDIS participants that you support to be on the same page when it comes to the services that are being provided. For some providers (e.g., those who are NDIS registered) a service agreement is already standard practice. But what about unregistered providers? What are the benefits of having a service agreement in place? What is a service agreement? A service agreement is a document that outlines the services you intend to deliver, what is expected of you as a provider, and what is expected of the NDIS participant engaging your services. While NDIS registered providers already use service agreements, unregistered providers are not mandated to. However, it is strongly recommended by the NDIA that they have a service agreement in place. This is to ensure that communication is clear and that both the provider and the NDIS participant know what the agreement entails. 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. What to include in a service agreement? Each NDIS participant is different, so having a standard service agreement that can be tailored to suit individual needs can be really helpful. Things to consider when creating a service agreement are: Outline the general nature of the services to be provided Include a list of defined terms as an explanation any industry specific jargon you may use What type of support you provide, the Support Category number and a description of the support The cost of each support line item What the NDIS participant’s responsibilities and what your responsibilities are Your NDIS number The start and end date for this service agreement Your ABN number and GST registration status The best contact details for both parties Describe how a change to this service agreement can occur (e.g., must be in writing, mutually agreed by both parties and be signed off and annexed to the current agreement) Describe how the service agreement can be cancelled and what notice period may be required from either party) Describe the conflict resolution processes Advise to whom this service agreement can be shared with We know it sounds like a lot to include in a service agreement. To make things easier, you can check out our First2Care Service Agreement that our plan managed participants sign when they engage our services to give you an idea of how to set up your own service agreement. As always, it’s important to ensure that NDIS participants who are engaging your services understand what they are agreeing to in the service agreement. Adjustments to the language or way of communicating the content of the service agreement so that it is fully understood may be needed and should be assessed on a case-by-case basis. Who signs a service agreement? Service agreements are for the provider and the participant to sign. However, a service agreement can be signed by an approved nominee, guardian or representative of an NDIS participant on their behalf. It should be noted that if a person other than the participant is signing on their behalf, they need formal authorisation. A friend, family member or support worker without formal authorisation cannot sign a service agreement, but they can help the participant to better understand the terms of the service agreement. Worth it? Yes. A service agreement is definitely worth it. Although they can sometimes be confusing to navigate, they work as a fantastic resource for both you and an NDIS participant to help avoid any unnecessary confusion. The terms of your service agreement should always be fair and easy to understand. A service agreement also provides NDIS participants with choice and control over their supports, and how your services can help them to reach their goals and fulfil their support needs. It’s important to share a signed copy of the service agreement so that you and the NDIS participant can both use it as a reference if there is ever a need. 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.