Dear Mainstream or Sometime NDIS Service Provider

We hope this message finds you well, because quite frankly, we’re a little bit sick and tired.

We are writing to you because we are tired of dealing with service delivery companies that have no idea how the NDIS works and aren’t interested in figuring it out. We’re also fed up with the expectaion that as Support Coordinators, our clients’ support coordination funding is there to be gobbled up troubleshooting the issues of providers who don’t know what they are doing, and aren’t willing to learn.

The Role of a Support Coordinator

For your general information, a Support Coordinator’s primary job is to link NDIS participants with the right services so they can live their lives. We understand the participant’s needs, find suitable providers, and make those connections happen. But here’s the kicker: just because we made the introduction doesn’t mean we’re footing the bill.

Financial Responsibility and Invoicing

Let’s break this down so there’s no confusion:

1. Client Responsibility: The NDIS participant is ultimately responsible for paying for services. They are the ones with the financial obligation.
2. Registered Providers: If you’re an NDIS registered provider, lucky you—you can claim directly for your services through the NDIS portal.
3. Unregistered Providers: For those not registered with the NDIS, you should send your invoices directly to the participant. Participants might be self-managed and will pay the invoice themselves, or they might have a Plan Manager who handles the payments. Feel free to copy their Support Coordinator in on the invoice for reference, but let’s be crystal clear: the Support Cordinator is not paying your invoice.
4. Provider Responsibility: If the participant is plan-managed, it’s on you, dear provider, to ensure that your invoice has all the necessary details for the Plan Manager to process it, including the participant’s NDIS number, a clear description of services provided, the line item number, the dates of service, and a cost breakdown. Sure, a Support Coordinator can give you some pointers, but the accuracy and completeness of the invoice are your responsibility. Don’t come crying to us if your invoice isn’t paid because you missed a detail, or didn’t follow a very clear process.

Ensuring Efficient Payment

Want to get paid on time? Follow these best practices:

• Comprehensive Invoices: Include all required information on your invoices. Missing or incorrect details can and will delay payment.
• Clear Communication: Keep the lines open with the participant and their Plan Manager. Address any questions or issues promptly.
• Understanding Roles: Recognise the distinct roles within the NDIS framework. The Support Coordinator is here to facilitate and advise, not to act as your financial guarantor.
• Payment Process Inquiry: If you’re providing a service to an NDIS client, it’s your job to ask how the invoice will be paid. If it’s through a Plan Manager, ensure you have the correct contact details for the Plan Management organisation. It’s called due diligence—look it up.

Commitment to Quality Support

If you’re still confused or unwilling to learn, maybe it’s time to reconsider whether you belong in the NDIS space. Providing support to NDIS participants means committing to understanding and adhering to these standards. Failing to do so disrupts service delivery and erodes the trust participants and their families place in you…and in us.

We will be making changes in the way we engage with providers. Those who don’t understand the basics of NDIS funding, no matter how good their service is, will be overlooked for a provider who is willing to go the hard yards to do the work and not expect an SC to do the work for them.

We hope this clears things up. Let’s work together to ensure NDIS participants receive the best possible support and services without unnecessary financial drama.

Best regards,

CoAbility