The Future of NDIS Services: Plan Management, Recovery Coaching & Support Coordination
The NDIS Review released its final report, and the suggested changes in the report could potentially lead to a significant transformation of intermediaries. It’s important to note that these recommendations are not yet set in stone, and their actual adoption is uncertain. We understand that this news may have surprised many of you. Therefore, we are here to discuss what we currently understand about these recommendations.
Plan Management
The NDIS Review has proposed a shift towards a “multi-channel digital payments approach,” enabling participants to make direct payments to all service providers. In contrast to the current system, which relies on a plan manager to process invoices or requires self-managing participants to handle funds, the recommended approach establishes a direct connection between providers and the NDIA.
The Review characterises this approach as gradually reducing the necessity for Plan Managers, ultimately eliminating their need to process invoices. Several reasons for this are outlined in the Review’s Supporting Analysis document – which you can read here:
- Many individuals have reported stress and confusion due to the lack of clarity between the roles of Plan Managers and Support Coordinators, resulting in gaps and duplications between these roles.
- The current system restricts intermediaries’ visibility into budgets, often making it too late to take corrective action if a plan is overspent.
- The NDIA currently has limited insight into transactions for self-managed and plan-managed participants, who constitute the majority.
- By removing funding rules tied to plan management types, all participants would have access to the same pool of providers, all of which would be registered or ‘enrolled’ under the new approach.
- Greater payment control would enable the NDIA to reduce instances of funds being spent against established rules or the person’s preferences.
The Review primarily focuses on the potential for improved quality outcomes and significant cost savings through this approach. Minister Shorten has also highlighted this as an end to the “ticket clipping” practice, targeting highly profitable plan management providers. Notably, the Review report does not address whether a digital payments platform would be more cost-effective than funding plan managers. This could be due to the inherent cost of payment processing, and it remains uncertain whether a custom-built system could handle payments more affordably than current Plan Managers.
Given the nature of government-developed technology, the development of this system is expected to be a gradual process. The Review suggests that the government should establish a clear transition plan for existing Plan Managers. This plan would involve defining the role of Plan Managers in “protecting scheme integrity” and adjusting it as the new system evolves. It is envisioned that the role of supporting individuals in monitoring and managing their funding would transition to Navigators.
Local Area Coordinators (LACs), Psychosocial Recovery (PRC), & Support Coordination
The Review has put forward a significant shift in how individuals receive support in navigating disability services, potentially ending the roles of LAC, PRC, and Support Coordination as we currently recognise them. Instead, they propose introducing a new role called “Navigators.” This recommendation stems from concerns raised during the review about the confusion caused by having multiple players involved in navigating the NDIS system. The Review believes that consolidating this role into one function will eliminate gaps and duplication. Moreover, they aim to enhance support for navigating not only the NDIS but the entire disability ecosystem.
The Navigator role closely resembles the current function of Support Coordinators, with a stronger emphasis on accessing support beyond the NDIS. Specialised Navigators, ideally with qualifications in allied health or social work, would replace the current Specialist Support Coordinators.
Navigation support would be accessible to all individuals with disabilities, whether or not they are NDIS participants. It remains uncertain whether individuals will have a say in choosing their Navigator. However, the Review highlights the importance of maintaining continuity of support during the transition, and they anticipate that many Support Coordinators and LAC workers may transition into the Navigator role. Similarly, the Review proposes the creation of Psychosocial Recovery Navigator roles, expected to be filled by the current PRC workforce.
Navigators would be commissioned and funded by the NDIA independently of participant plans. They would not be allowed to offer other NDIS services and would follow nationally consistent governance, branding, online services, information management, monitoring, and training standards.
There are several positive aspects to this recommendation. It returns to the original principles of local coordination envisioned in the Scheme’s design but is somewhat compromised with the addition of planning to the LAC role. The renewed focus on local knowledge, mainstream services, and people with disabilities outside the NDIS is overdue. The Review suggests that Navigators should have more time to spend with individuals than LACs and Support Coordinators currently do.
Understandably, many may be concerned about what these changes mean for their jobs or organisations. If these changes are indeed implemented, they won’t happen overnight. The Review recommends a careful process of design and testing in collaboration with people with disabilities and the sector. Continuity of support for participants and a smooth workforce transition are high priorities.
While significant change appears likely, there will be ample time for preparation and adaptation. There will always be opportunities in this sector for individuals dedicated to helping people live life on their own terms. DSC will offer support to ease the transition wherever possible.
For more information on intermediaries – please click here to read more.