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Have you heard of PACE? PACE is an upgrade to the NDIA’s computer system, and all new NDIS plans, from 1 March 2024 will use the PACE system. There are a few changes that come with having a plan on PACE and one of them is how participants connect with service providers.
We’ve put together a guide to this new process, so you have the information you need as a Support Coordinator when your participant is endorsing a provider.
Important information for support coordinators
Endorsement can only be done by the participant, their nominee, or their guardian. As a support coordinator, you cannot endorse providers on your participant’s behalf.
If your participant would like to have their plan managed by a provider such as Plan Tracker, they must now endorse them, which just means that they need to tell the NDIA that they are choosing us manage their plan.
Some tips for your participant
Whichever endorsing option your participant chooses, make sure they follow these tips:
- They must endorse Plan Tracker as their plan manager (not plan provider).
- They should use the start date of their current plan as the start date of the endorsement (this will allow us to process any invoices from within their plan).
- Try and confirm that the endorsement is complete while they’re on the phone, or in person. (the process should be instant).
- Ending an endorsement can occur at any time and must be completed via the NDIA options below or via Plan Tracker directly.
How to endorse a plan manager
There are two ways participants can endorse Plan Tracker.
Option 1 – via the NDIA
Contact the NDIA National Call Centre on 1800 800 110 and let them know that they would like to endorse Plan Tracker as their plan manager.
Option 2 – via their “My NDIS contact” – this could be a Local Area Coordinator or Planner
Contact their Local Area Coordinator to advise that they would like to endorse Plan Tracker as their plan manager.
It’s handy to endorse Plan Tracker as their ongoing plan manager, then our relationship will continue from one plan to the next – no need to endorse when there’s a new plan!
What participants can say when endorsing Plan Tracker
We’ve got a short script below to give you an idea of how a participant can approach the conversation.
Hello,
I am calling to endorse a plan manager for my current plan.
I’m a [participant/plan nominee] and my NDIS number is [your NDIS number].
I believe my NDIS plan is on the PACE system, and I would like to endorse Plan Tracker as my plan manager. The Plan Tracker registration number is 4050012016.
Please endorse Plan Tracker from [plan start date], which is the start date of my current plan.
Can you please that the endorsement is complete?
Once the endorsement is confirmed we are good to go!
Just have your participant let us know by either calling 1800 549 670 or emailing us at [email protected] – subject heading ENDORSEMENT and give us their details and that they have endorsed Plan Tracker. That’s all they need to do.
What if my participant is already with Plan Tracker and they’re just starting a new plan? Will they need to endorse again?
The NDIS contact will call the participant before the plan’s end date to discuss their situation and yes, they will need to tell them that they would like to endorse Plan Tracker as their plan manager.
If they can, it’s handy to endorse Plan Tracker as their ongoing plan manager, then our relationship will just continue from one plan to the next.
Need some help with endorsing? We’re with you every step of the way
If you have any questions about endorsing Plan Tracker as your participant’s plan manager, give us call on 1800 549 670 (#3 for the Support Coordinator Care Team) or email us at [email protected].
You can read more about the new PACE computer system here.