Supporting a participant whose NDIS plan is managed on PACE, the NDIA’s new computer system, requires awareness of specific protocols and steps. Service providers need to adapt to new procedures to ensure seamless service delivery and prompt payment processing.

When a participant's plan moves to PACE, the first step is to determine how their plan is managed. The management type—plan managed, agency managed, or self-managed—dictates the necessary steps for service endorsement and ongoing engagement. Plan managers, if endorsed, simplify the process, whereas agency-managed plans require all providers to be endorsed to avoid payment delays. Self-managed plans give participants the flexibility to choose whether to endorse providers.

Understanding the endorsement process is crucial for service providers. Participants or their nominees can endorse a provider by contacting the NDIA National Call Centre or their designated "My NDIS contact" such as a Local Area Coordinator or Planner. This endorsement must occur before service providers can continue offering their services under PACE.

Understanding How the Participant’s Plan is Managed

When dealing with a participant whose NDIS plan is managed through PACE, it’s crucial to understand how their plan is managed. Determining the management type will dictate your next steps and ensure seamless service delivery. There are three types of plan management: plan managed, agency managed, and self-managed.

For plan managed participants, if the plan manager is already endorsed, there's no need for additional endorsements for service providers. This can streamline the process, as once the manager is endorsed, they handle payments on behalf of the participant.

Agency managed plans require all service providers to be endorsed. Without this endorsement, providers will face delays in payment processing. To avoid these delays, make sure your service is endorsed before commencing work.

For self-managed plans, endorsing service providers is not a requirement. Instead, it’s up to the participant’s discretion whether they want to endorse a provider. Unregistered providers will primarily work with self-managed and plan-managed participants without needing endorsement.

Note: If you are an unregistered provider, focusing on self-managed and plan-managed participants will be your main area, and endorsement does not apply to you. You can continue providing services as usual to these participants.

The Endorsement Process: How It Works

If you find that endorsement is needed, knowing the process will help you proceed smoothly. Participants or their nominated representatives have two primary ways to endorse a service provider. This process ensures that service providers are officially recognised and can receive payments without unnecessary delays.

1. Contact the NDIA National Call Centre: Participants or their nominees can call the NDIA National Call Centre on 1800 800 110. By speaking with a representative, they can request to endorse a specific service provider as ‘my provider.’

2. Contact “My NDIS Contact”: Participants also have the option to reach out to their Local Area Coordinator or Planner. These individuals can assist in endorsing a service provider, ensuring all formalities are handled properly.

Once the endorsement is completed, either through the call centre or through their My NDIS Contact, you can proceed with providing services to the participant. Confirming endorsement is essential for smooth operations, especially under the new PACE system.

Understanding and following this endorsement process ensures that you remain compliant and can offer uninterrupted services to NDIS participants. Being proactive in securing endorsements will save time and reduce potential disruptions in service delivery.

Providing Services Under PACE: What You Need to Know

Once you have established the management type and secured any necessary endorsements, providing services under PACE follows a familiar routine with a few new considerations. For plan-managed and self-managed participants, if the required endorsements are in place, you can continue providing services as usual.

For agency-managed participants, it is crucial to ensure that you are endorsed before delivering services. Failure to do so could result in payment delays and service disruptions. If you encounter any issues or receive an error message while submitting a claim, this might indicate that the participant's plan has transitioned to PACE. In such cases, contact your My NDIS Contact for clarification and the necessary steps for correction.

The new PACE system introduces the 'my NDIS' provider portal, which you will use instead of the 'myplace' portal when working with participants whose plans are on PACE. Familiarising yourself with this new portal will be beneficial in managing service bookings, endorsements, and claim submissions efficiently.

Frequently Asked Questions About PACE and Endorsement

1. What is PACE?

PACE is the NDIA’s new computer system, designed to handle all new and renewed NDIS plans from February 2024 onwards. It aims to streamline admin and improve service management for participants and providers.

2. What is endorsing?

Endorsing is the process whereby participants, their nominee, or guardian authorises a service provider to deliver services under their NDIS plan. This endorsement ensures that providers are recognised and approved for payment.

3. When do participants need to endorse a provider?

Participants need to endorse a provider when they sign up for the first time, start a new plan, change providers, or renew their existing plan. Without this, services and payments might be delayed.

4. How does PACE affect participant engagement and payments?

For plan-managed participants, as long as the plan manager is endorsed, payments will proceed as usual. Agency-managed participants must ensure all providers are endorsed to avoid payment issues. Self-managed participants have the flexibility of not needing endorsements.

5. How will providers know if a participant is on PACE?

You will receive an error message when submitting a claim payment request if the plan is on PACE. Additionally, existing service bookings will be end-dated, and new bookings cannot be created in the 'myplace' portal for PACE plans.

6. What’s the difference between ‘my NDIS’ provider portal and ‘myplace’ provider portal?

The 'my NDIS' provider portal is used exclusively for participants with plans managed under PACE, while the 'myplace' portal caters to those with previous system plans.

Conclusion

Navigating the PACE system to support NDIS participants requires understanding the management types, the endorsement process, and service provision protocols. By following the outlined steps for endorsement and leveraging the new 'my NDIS' provider portal, service providers can ensure smooth operations and effective support. Familiarising yourself with frequently asked questions will also help troubleshoot common issues and ensure compliance with PACE procedures.

Service providers play a crucial role in supporting the health and well-being of NDIS participants. By staying informed and following best practices, you will enhance the quality of service delivery under the new PACE system.

For more guidance on supporting NDIS participants and navigating the PACE system, contact Kismet. Let our support coordinator help you provide the best possible care for your clients.