What to do when you’re supporting a participant on PACE - A Guide for Support Coordinators
If a participant’s NDIS plan is on PACE (the NDIA’s new computer system) then there’s a few things that support coordinators need to be aware of. We thought we’d put together some key steps to follow so you know how to keep up with PACE!
STEP 1: Setup PRODA - Unregistered support coordinators only
Unregistered support coordinators and psychosocial recovery coaches will need to create a Provider Digital Access (PRODA) account and register their details with the Agency to gain access to the ‘my NDIS’ provider portal. Visit ndis.gov.au/providers to find out more.
STEP 2: Find out how the participant’s plan is managed
- Plan managed: If the plan manager is endorsed, there is no need for the participant to endorse any other service providers (another great reason to recommend Plan Partners!).
- Agency managed: All service providers need to be endorsed, if not they could experience delays with payment.
- Self-managed: There is no requirement for providers to be endorsed, this will be at the participant’s discretion.
Note: If you are an unregistered support coordinator, you will only be working with self-managed and plan managed participants, so endorsing doesn’t apply to you. Continue as normal.
STEP 3: If endorsement is required, how does this work?
There are two ways a participant/nominee can endorse a provider as a ‘my provider’.
- Option 1: Contact the NDIA National Call Centre on 1800 800 110.
- Option 2: Contact their “My NDIS contact” - like their Local Area Coordinator or Planner.
STEP 4: Request for service process
You must connect with your participants by having them submit a request for service (RFS) through the NDIA, which must be completed for ALL participants. Support coordinators do not need to be endorsed, just linked with the RFS.
STEP 5: Reporting templates
The NDIA have introduced new reporting templates for support coordinators and psychosocial recovery coaches. These are required to be submitted via the Myplace portal, find out more information here.
PACE frequently asked questions
What is PACE?
PACE is the NDIA’s new computer system. All new plans and plan renewals from February 2024 will be moving onto the PACE and providers will see several changes with the rollout of the new computer system.
What is endorsing?
Endorsing is how service providers connect with participants, and can only be done by the participant, their nominee, or their guardian. ‘My providers’ are service providers who have been endorsed by the participant.
When do participants need to endorse?
When a participant signs up to a provider for the first time, like at the start of a new plan or when they are changing providers.
When a participant renews their plan, they may need to endorse you again.
Do support coordinators need to be endorsed?
No, registered support coordinators still connect with their customers using a Request for Service (RFS).
Unregistered support coordinators
Unregistered support coordinators and psychosocial recovery coaches will need to create a Provider Digital Access (PRODA) account and register their details with the Agency to gain access to the ‘my NDIS’ provider portal.
What’s the new ‘my NDIS’ provider portal?
The new ‘my NDIS’ provider portal is different to the ‘myplace’ provider portal.
Providers will only need to use the ‘my NDIS’ provider portal if they’re working with a participant who has an NDIS plan on PACE.
What happens when a participant transitions from one plan manager to another?
A participant may contact the NDIA directly to advise they want to change plan managers and they will have the choice and control to commence their new service immediately without a notice period.