Support coordinators and psychosocial recovery coaches

Participants will continue to choose their preferred support coordination and/or recovery coach provider. 

If a participant has support coordination and/or recovery coach funding in their plan, their NDIA planner will place a request for these services in the new my NDIS provider portal 

We call this process a ‘request for service’. 

Providers who receive a request for service have been identified by the participant or their nominee as the person or organisation they want to work with.  

Participants looking for these services are encouraged to use the provider finder and plan implementation directory to find the right provider for them. 

The request for service process will occur for all new and existing participants with support coordination and recovery coach funding in their plan, if a participant:  

• is using support coordination or recovery coach services for the first time 
• wants to change the provider they have 
• or, wants to keep working with the same provider and their plan has moved to our new computer system. 

We’ll send a request for service to the providers the participant has chosen. Support coordinators and psychosocial recovery coaches will be notified in the my NDIS provider portal when there is a new request for service. 

This means that providers who expect to continue working with a participant on their new plan will still receive a request for service. 

To protect the participant’s privacy, providers will not have visibility of a participants plan information until the request for service has been accepted by the provider. 

If a provider has already accepted a request for service but is not able to provide the supports required, the participant or their nominee can contact the National Contact Centre on 1800 800 110 to have a new request for service sent to a different provider. 

Providers can also call the National Contact Centre on 1800 800 110 and ask for the relationship to be end dated. 

Our new computer system captures the details registered support coordinators have provided to the NDIS Quality and Safeguards Commission, and the details unregistered support coordinators have provided directly to the NDIA. It’s important that these business details are up to date. 

We encourage support coordinators to view their organisation details in the my NDIS provider portal. If this record does not accurately reflect your business details:

• Registered support coordinators can contact the NDIS Commission to update their business information.
• Unregistered support coordinators can contact the NDIS on 1800 800 110 or email [email protected] to update their business information.

Once a request for service has been accepted, support coordinators and participants can use the email addresses and phone numbers visible in the portal to work together. Address details for support coordinators will not be visible.
 

Disclaimer: the journey map for support coordinators PDF document cannot be read by a screen reader.

Support coordinators are encouraged to check the my NDIS provider portal regularly because they will have 4 days to accept or reject a request for service in the portal. After 4 days, the request will be directed to another provider.

Support coordinators and psychosocial recovery coaches will be notified in the my NDIS provider portal when there is a new request for service.

Learn how to accept a request for service in our video:

When a provider accepts the request for service, their relationship with the participant will be active in our new computer system. Accepting the request means the provider: 

• Agrees to meet the NDIA reporting requirements for their service.
• Will be recorded on the participant’s plan as a 'my provider'.
• Will be able to submit payment claims in the my NDIS provider portal.

Where a participant consents, support coordinators and recovery coaches can use the my NDIS provider portal to:

• Review, accept and decline requests for service. 
• Understand when reports are due and submit them via the portal.
• View all sections of a participant’s plan and budget, after the participant has given consent.

Support coordinators and recovery coaches can claim for supports delivered, once they have accepted the request for service, up to 28 days prior to their role start date in our new computer system. 

Support coordinators and recovery coaches will see an error message in the myplace provider portal for claims submitted outside the 28 days. This error message indicates they are not the recorded the support coordinator or recovery coach for that period. 

Providers who receive this message are encouraged to lodge a payment enquiry ticket in the myplace portal.  

There are no changes to the current way of being paid for non-registered providers.

To access the my NDIS provider portal, unregistered support coordinators and recovery coaches need to create a PRODA account.

Support coordinators and recovery coaches who are not registered with the NDIS Quality and Safeguards Commission will need to use the new my NDIS provider portal for participants who have transitioned to the new computer system. 

The my NDIS provider portal will be used by unregistered support coordinators and recovery coaches to:

• View a participant's plan and budget when consent has been provided by the participant.
• Receive and accept or decline a participant request for service.
• Submit the new implementation and progress reporting templates when required.

We will only send requests for services via the my NDIS provider portal for participants who have a plan in the new computer system.

The my NDIS provider portal dashboard has been updated to include new notifications to help providers to have visibility of important information and actions.

Support coordinators and psychosocial recovery coaches will receive notifications dependant on their role and the consent given by their participant.

Support coordinators and psychosocial recovery coaches will be notified when:

• There is a new request for service. 

• They have a new relationship with a participant.

• The start date or end date of an existing relationship changes.

• Their participant’s plan reassessment date is changed.  

• Their participant has an existing self-managed support category budget changed (increased, decreased or removed). 

• Their participant has a new self-managed support category added.

Support coordinators and psychosocial recovery coaches with consent to view plan, or consent to view plan and full budget will be notified when the above occurs, as well as when:

• A new plan is approved.

To create a PRODA account, unregistered support coordinators and recovery coaches can refer to the PRODA step-by-step guide on our website.

Once they have created a PRODA account, unregistered providers will need to contact the NDIA by emailing [email protected] or calling 1800 800 110 to request an unregistered provider record be created for their organisation.

They will need to provide information about their business, including their:

• ABN
• Organisation legal name
• Organisation trading name
• Physical and postal address
• Contact details
• Evidence of business registration.

Evidence of business registration includes certificates and official documentation issued by a Government Agency when the business/ABN is registered, for example: 

• Providers can find their ABN confirmation details from the Australian Business Register (ABR) website by using the ABN look up. 
• Providers can find their business name registration certificate from the Australian Securities and Investments Commission (ASIC) website by searching their ABN. 

The NDIA will provide an activation code to enable access to both the existing myplace provider portal and the new my NDIS provider portal.

We are introducing new reporting templates for support coordinators and psychosocial recovery coaches. 

We developed the reporting templates to help standardise provider reports and capture consistent information to help NDIA planners and NDIS partners prepare for check-ins and plan reassessments with participants.

The reporting templates have been designed through feedback from users, and we expect them to take about the same amount of time as reporting does now.

There are two sets of reporting templates, one for support coordinators, and one for recovery coaches. The new reporting templates will make it easier for these providers to:

• Share relevant and consistent information with the NDIA.
• Meet the reporting requirements outlined in the request for service.

The templates ask providers for information about:

• The participant’s support needs and situation.
• The supports the participant is receiving.
• The participant’s progress in implementing their plan to pursue their goals.

Providers should complete the reporting template through discussions with the participant and the people who support them, making sure participants are aware of the detail included.

Support coordinators and recovery coaches will be asked to submit reports across the life of a participant’s plan, generally at a set period. The timing of progress reports may change, depending on the participant’s circumstances and when their next plan reassessment is due. 

Support coordinators and recovery coaches should regularly log-in to their my NDIS provider portal to track due dates for the reports. 

Support coordinators and recovery coaches can submit their reports as attachments in the my NDIS provider portal.