We are a family run business with over 40 years experience in Community Services. Our team are experienced Community Sector Workers, some with degrees, diplomas, certificates and or lived experiences, they all have a good heart, and are selected by referral and recommendations, they must have the same focus as the rest of the team, to walk side by side with our participants to reach their goals and become independent.
Thus the word NAFWAM, we are Nice And Friendly Warm And Mellow, and we are genuinely Person Centred.
Nafwam Care offers support coordination services to individuals with disabilities or mental health conditions. Our support coordinators work closely with clients to assess their needs, develop personalized care plans, and connect them with the resources and services they need to thrive. We prioritize client-centered care and empower individuals to make informed decisions about their own […]
Our Recovery Coaches have over 30 years experience in the Community Services Sector including 10 years in Mental Health. The Recovery Coach promotes recovery and removes barriers and obstacles to recovery, serving as a personal guide and mentor for people seeking or already in recovery from an addiction to alcohol and or other drugs. What […]
At Nafwam Care we have support workers trained to work with vision impaired participants. Community Access, assistance at home, we provide all our clients with the support they need. Assistance to attend appointments or even going on a Short Term Accommodtaion Respite. Our Support Coordinators also have experience with obtaining the necessary support you may […]
With companionship, guidance and supervision from one of our highly trained Support Workers, you will be safe at home, with assistance to manage your daily needs. We provide extra support and help for anyone who may be at risk of falling, and neighbourly check-in social visits to ensure you are safe and not alone at […]
Our Mission :
Equality and Opportunity for All.
Our Vision :
NAFWAM’s vision is simple: we want everyone to have access to a good life. A good life for people with disabilities is not very different from a good life for anyone else: friends and family who love them, a place of one’s own, financial security, participating in decision making, and the ability to make a contribution to society.
Our Values :
In all of its work, NAFWAM CARE is guided and inspired by four basic principles:
‘We believe that caring relationships are the key to safety, security and a good life. Cultivating loving networks for individuals with disabilities and their families, is at the heart of NAFWAMs work.
Over thirty years of working with people with disabilities, it has become clear to me that dignity, self determination and a caring support network is what matters. – Stephen, NAFWAM CARE, founder
At NAFWAM CARE, we believe that participation is the key to a fuller life. Participation contribution equals citizenship. People with disabilities have important contributions to make to our communities, and NAFWAM CARE works to ensure the people it serves are recognised for their contributions.
If you can’t find the answer you are looking for below, don’t hesitate to get in touch. You can also head over to our blog for the latest interesting articles, handy guides, and community stories.
See below to learn more about working at My Plan Manager. .
At My Plan Manager, our mission is to create an inclusive Australia where everyone has the opportunity to reach their full potential.
We do this by offering individualised financial management, delivered in a meaningful and transparent way, so the initial complexities and ongoing responsibilities of being a participant in the National Disability Insurance Scheme (NDIS) don’t get in the way of people with disability living their best lives.
My Plan Manager embraces equal opportunity and promotes diversity by recognising the worth that every individual brings to our workplace and to society in general. We encourage people with disability, Aboriginal and Torres Strait Islander peoples, and people of all backgrounds, ages, gender, and sexual orientation to apply.
We have a special interest in creating more employment opportunities for people with disability. Please contact us for information.
Please note both a Working with Children Check and an NDIS Worker Check will be required for successful candidates.
Getting you the support you need without the stress. It’s what we live for.
Life is expensive enough. Getting the services you need doesn’t have to be. Using My Plan Manager to maximise your NDIS plan doesn’t cost you anything out of pocket. The monthly fees are all covered by the NDIS in addition to your support budget.
We pay invoices promptly, ensuring your budgets are up to date and your service providers are paid.
With My Plan Manager, you can choose the support you want from any service provider – not just NDIS-registered providers.
Confused about budgets and line items? Not sure what you can claim under your plan? We know the NDIS inside-out. We’ll help you navigate the rules and unlock your plan’s potential.
Your budget balances are automatically updated once invoices are paid, so you will always know how much you have spent and how much is left in your budget. You can view your budget at any time using our secure portal, app, or by getting in touch with us.
With My Plan Manager, you are not limited by geography. We operate in all states right across Australia and have the team and tools you need to get the most out of your NDIS plan.
Our team keeps an eye on your wellbeing and your budget, making sure your private information is always secure. We check for unusual spending out of your plan and reach out if we have not heard from you recently.
We will never stop working on making our service better. By listening to what our clients and their service providers say we remain the Plan Manager of choice for more Australians.
My Plan Manager is one of Australia’s first plan management services. We are also Australia’s largest plan manager, which means our team of experts have the experience and know how to help you get the most out of your NDIS Plan.
If you are not 100 per cent satisfied with your plan manager’s services, you have every right to change. The great news is, you can do this any time at zero out-of-pocket cost.
Time for a change? There’s an easier way – just switch to My Plan Manager today!
Call our ‘Welcome’ Team on 1800 934 170 or click to join online.
Notify your plan manager of the change using the content on this form.
92% of people who switch to My Plan Manager stay with My Plan Manager
My Plan Manager takes the stress out of the NDIS by:
Best of all, My Plan Manager is free. Our fees are paid by the NDIS, so they don’t come out of your support budget.
If you have any questions, call us on 1800 958 018 between 8:00am – 6:00pm Mon – Fri (ACDT), or send us an email.
Alternatively, complete your details below and we’ll reach out
A better way to stay on top of your plan budget
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Our client portal gives you real-time information about your NDIS plan budget and invoice payments.
The portal is accessible and has the latest security features so your privacy and information are secure.
You can choose who else you would like to give portal access to, for example a family member or support coordinator.
See all support categories and support areas, right down to the support items. You can even add support items.
As soon as an invoice is approved for payment, your budget is updated in the portal.
See the details of all current and past claims, including copies of invoices. Run reports about your spending.
You can submit invoices via the client portal for us to process.
At My Plan Manager, it is our mission to provide you with market-leading support to manage your NDIS plan and process your invoices.
That’s why we’re requesting electronic access to your NDIS plan – which you can provide to us safely and securely through myGov.
A PDF copy of your NDIS plan doesn’t allow us to see changes or updates as they happen, but with electronic access to your plan, we can better support you.
We review every invoice that’s submitted against your current plan budget to ensure it’s being claimed under the right area. With electronic access to your NDIS plan, we can do this check faster to process your invoices in a timely manner (and keep your service providers happy).
We’ll be able to see your upcoming plan reviews and extensions, changes to your goals and updates to your budget – as they happen. This means we’ll be able to support you to access to the right supports and services, and let you know if you’re underspending – or overspending – to avoid a budget blowout.
help you build supports and services around your current NDIS budget and goals, and we will be able to do this faster, because we won’t have to request updates from you.
Log in to your myGov account.
Under ‘Your services’, select ‘National Disability Insurance Scheme’ – this will take you to ‘myplace’
Select ‘My Plan‘
Select ‘View My Plan’
Click ‘Review or change who can see the plan’ – this sits under the plan start/review dates in the centre at the top of the page
Select ‘Share My Plan’ under ‘My Contact Details’ – tick the section titled ‘Share plan with Plan Manager’ and follow the prompts
In response to the question ‘Why are you updating or changing who can see the plan?’, you can simply respond: ‘So that My Plan Manager has online access to my NDIS plan’.
Select ‘Submit’ – and that’s it!
It is our promise to keep your plan 100 per cent secure and confidential.
If you would like phone support to step you through giving My Plan Manager electronic access to your NDIS plan, fill out the form below.
Alternatively, you can contact us or call us on 1800 958 018 from 8am–6pm (ACDT) Monday to Friday.
Please complete your details below if you would like phone support to step you through giving My Plan Manager electronic access to your NDIS plan. Once you complete your details and click ‘Submit’, we will contact you.
The NDIS releases new NDIS Pricing Arrangements and Price Limits every financial year (1 July-30 June) to reflect the new market cost of services.
These prices are an upper limit, so if you are able to negotiate a cheaper price with your provider, that means you will be able to get more out of your allocated funding.
The NDIS Pricing Arrangements and Price Limits (previously known as the ‘Price Guide’) contains lots of useful information about what you may be able to claim through your NDIS funding and under what category you can claim it.
The good news is, there are a few steps that you can take to avoid price shock or a budget blow out:
If you haven’t heard from your providers already, you can contact and tell them you expect to be informed of any price changes, and asked to approve any new charges. To help you out, we’ve prepared this conversation flow to use as a guide.
If you have questions about the price changes, you can ask a coach inside Kinora, our free online community.
If you’re unsure how to do this, jump onto Kinora.
You can access the My Plan Manager client portal via this link.
Of course, we are always here to help you too, so reach out to us here if you have any questions.
Name on NDIS portal – “Daily Activities”. This budget will cover all your expenses related to assisting you to undertake daily tasks. This could include:
Funding to cover transport expenses related to the impact of your disability, such as:
Funding to pay for everyday items and low risk/low cost products, like:
Name on NDIS portal – “Social, community and civic participation”. Covers cost to access and participate in the community, such as:
The capital supports budget pays for products to reduce the impact of your disability. These budgets are not very flexible and usually cover specific items which were discussed in your planning meeting and have been approved in your plan by the National Disability Insurance Agency.
Specialised technology or equipment, like a smart device, wheelchair, or app.
Funding for modifications to be made to your home to make it easier for to live your everyday life where your disability creates barriers. This may include modifications to your kitchen or bathroom equipment.
The capacity building supports budget is funding specifically allocated to assist you to build your skills and achieve your goals.
A support coordinator can be claimed from this budget. Support coordinators help you put your plan in action and organise your supports. They can assist you to build connections with the community and broader systems of support; develop and design support options to help you work towards your goals; and work with you to prepare for review and report on what you’ve achieved.
Name on NDIS portal – “CB Home Living”. This funding is for help for you to find suitable accommodation to live more independently, and could cover someone to assist you with inspecting properties or negotiating your contract. Supports may including assistance with applying for a rental property, meeting tenancy obligations and ensuring the home is appropriate for your needs.
Name on NDIS portal – “CB Social Community and Civic Participation”. This is to pay for support to help you build your skills in accessing the community. This may include funding a mentor or therapist to assist with learning skills for independence in the community.
This category of funding can be used to pay for tuition fees, art classes, sports coaching and similar activities that build skills and independence. You can use this category to pay for camps, classes and vacation activities that have capacity-building components. Activity based transport is also included.
Name on NDIS portal – “CB Employment”. Funding to support you to find a job and have assistance in your work. This budget can pay for a support worker to assist you at your job or helping you to find a job that’s right for you, including:
Name on NDIS portal – “CB Relationships”. Supports to help build your skills to connect and build relationships in your community. This could include funding to pay for someone to help you build your social skills or behavioural therapy services.
Name on NDIS portal – “CB Health and Wellbeing”. Services that improve your health and wellbeing, like a personal trainer, exercise physiologist or dietitian to improve your skills in maintain your own health and wellbeing.
Name on NDIS portal – “CB Lifelong Learning”. Access to services that will help you to transition from school to further education. This budget could fund a support worker to help you to go to university or TAFE.
Name on NDIS portal – “CB Choice and Control”. This budget pays for your plan manager.
Name on NDIS portal – “CB Daily Activity”. Funding to cover your therapies and other programs to build your capacity to reduce the impact of your disability. This could be a physiotherapist, speech pathology, OT or any other therapy that assists you to become more independent with your daily living tasks.
Let us explain the NDIS application process so that you can apply in a few simple steps. Here is how it works:
Before you apply for the NDIS, it’s important to first check if you are eligible.
The NDIS has an Eligibility Checklist to help you do this.
It will ask you questions like:
If you find that you may be eligible to apply, the next step is to make an NDIS access request for the National Disability Insurance Agency (NDIA) to review.
You can either fill out an Access Request Form and send it to the NDIA via email, post or lodge in person at one of their offices…
OR…
You can make a Verbal Access Request by calling the NDIA on 1800 800 110.
As part of the Access Request, you will be asked to:
Confirm your identity and/or the identity of a person who has authority to act on your behalf
Complete the eligibility questions above to see if you meet the NDIS access requirements
Complete questions about providing consent to enter the NDIS as a participant AND seeking information from third parties i.e. consent for your provider to provide information about the supports you currently access to the NDIS
You may need to provide evidence of your disability along with your Access Request. This includes information on what your disability is and how it impacts your life.
Here’s more information on providing evidence.
Applying can be overwhelming and there is help available. Check out our article on who can help with applying for the NDIS.
Once you have made an Access Request, the NDIA will let you know if you have been accepted into the NDIS or not. They may ask for more information first.
The time it takes for the NDIA to make this decision can vary, but you should get an answer within 21 business days (about a month).
If your NDIS application is accepted, the NDIA will get in touch to set up a planning meeting to discuss your needs. It’s a good idea to get organised before you have this meeting.
The National Disability Insurance Scheme (NDIS) can be really confusing, especially for people who haven’t had an NDIS plan yet. Once you break through the NDIS jargon and technical terms you will start to understand your plan, how to use your allocated budget and can unlock the potential of your plan to achieve your goals. Of course, your plan manager can also help you with this.
PACE is the NDIA’s new computer system. It will eventually replace the Agency’s existing Customer Relationship Management (CRM) system.
The NDIA is introducing PACE to improve how it delivers the NDIS, so participants and providers are better supported every step of the way.
The NDIA commenced a staggered rollout of PACE across Australia at the end of October 2023. At this stage, the Agency expects the rollout to occur across an 18-month period. New participants are likely to be rolled onto PACE first, with existing participants in the Scheme migrating onto the PACE system as they start a new NDIS plan.
Existing participants won’t be rolled onto PACE until they have a new plan and they’ll find that out during their plan reassessment. New participants will be notified that they’re on PACE during their planning meeting.
Providers will know because: error messages will be displayed when they submit a single payment claim request against the current plan period. The error message will indicate the participant has transitioned to the new system and provide advice on how to resolve the issue. existing service bookings will automatically be end dated for the previous plan. Providers will be able to see this in the ‘myplace’ provider portal report function. they won’t be able to create a service booking for the participant in the ‘myplace’ provider portal.
PACE has several new features designed to improve the participant and provider experience. Key changes arising from PACE are listed below:
For further information about each of these changes, see the other FAQs on this page.
The introduction of PACE isn’t going to change:
In PACE, the Core, Capital, and Capacity Building support types will be joined by a new one called Recurring. Six new support categories (in bold below) will be added, and some existing support category names will be changed (in italics below).
The table below shows the PACE support types and categories.
Funding in PACE plans will be built at the support category level and there will be no line items.
Participants will still have stated and flexible supports, but these will be at the support category level, so participants will have more flexibility over how they use their funding.
PACE does not change the NDIS Pricing Arrangements and Price Limits.
Participant-endorsed providers – also known as ‘my providers’ – are the providers a participant regularly works with and records as part of their NDIS plan.
By recording a ‘my provider’, participants let the NDIA know that a provider can receive payments for claims in their NDIS plan.
Participants with a plan on PACE (or their nominees) need to record their ‘my providers’ when they have:
A plan manager needs to be recorded as a ‘my provider’ to be paid, but participants don’t need to record providers for their plan managed supports if they don’t want to.
Self -managed participants don’t need to record ‘my providers’ for their plan.
The NDIA will release funds in instalments. As an example, this could mean NDIS participants with a three-year plan have their funds released in tranches every 12 months, while others may have funding released each quarter.
The NDIA has built a new participant portal (‘my NDIS’) and updated its app to work with PACE.
The ‘my NDIS’ participant portal is for participants with NDIS plans developed in PACE.
Participants who don’t have a plan in PACE will continue to use the current NDIS ‘myplace’ portal.
Participants will be able to register for the ‘my NDIS’ participant portal when their NDIS plan is approved in PACE. The portal is a more accessible and user-friendly way for participants to:
Participants with a plan built in PACE can access the ‘my NDIS’ participant portal through myGov.
If a participant already has a myGov account for other government services – such as Medicare, the Australian Taxation Office or Centrelink – they can use it for the ‘my NDIS’ participant portal. If they don’t have an existing myGov account, they’ll need to create one to access the ‘my NDIS’ participant portal.
Service bookings are used to set aside funding for an NDIS registered provider to pay for a support or service they’ll deliver.
For participants who’ve transitioned to PACE, there will no longer be a requirement to create service bookings, because the NDIA will know which providers participants have chosen to work with (participant-endorsed providers).
Providers linked with existing service bookings will automatically become participant-endorsed providers once PACE is rolled out.
Service agreements are still recommended for all supports.
As participants and their plans move onto PACE, providers won’t be able to use the single line item claim function in the ‘myplace’ provider portal.
Claims for PACE participants will need to occur through a bulk upload, which is aimed at reducing transactional requirements for providers. A single line can be submitted in a bulk upload.
All claims will need to be made using the Bulk Payment Request template and submitted in the ‘myplace’ portal – with the same service and support details that are currently used.
Providers should consider adjusting their business practices to submit all single claims via the bulk upload process.
If providers use the Bulk Payment Request template, they don’t need to know if a participant has an NDIS plan in PACE, because all claims will be made through the ‘myplace’ provider portal.
PACE will make it easier for providers to access a participant’s plan if they have the appropriate consent. Under PACE:
The ‘my NDIS’ provider portal is the NDIA’s new business system for providers. It is separate from the ‘myplace’ provider portal.
All providers who access the ‘myplace’ provider portal will also be able to access the ‘my NDIS’ provider portal, but only those working with participants with a PACE plan will need to use it.
Support coordinators and psychosocial recovery coaches who aren’t registered with the NDIS Quality and Safeguards Commission 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.
Before providers can see participant information in the ‘my NDIS’ provider portal, participants will be asked for their consent.
With participant consent, providers will be able to access reports with:
When a participant has an NDIS plan developed in PACE, plan managers, support coordinators and psychosocial recovery coaches with participant consent will be able to see the participant’s historical goals and budgets.
If a participant has support coordination and/or psychosocial recovery coaching services in their plan, the NDIA will be able to help them by checking with the providers they choose to see if they’re available. This’ll be called a request for service.
If a participant is choosing a support coordinator or psychosocial recovery coach for the first time – or if they want to change the provider they have, or keep working with the same provider – they’ll be able to tell the NDIA at their planning meeting, plan implementation meeting or plan check in, or by calling the NDIS on 1800 800 110.
The NDIA will use PACE to send a request for service to the providers the participant chooses. They’ll send the request even if the participant wants to keep working with the same provider on a new plan.
Providers will have four days to accept a request for service or let the NDIA know they aren’t available. After four days, the request for service will be sent to the next provider the participant has nominated.
Support coordinators and psychosocial recovery coaches will be required to accept a request for service in order to be paid.
Unregistered support coordinators and psychosocial recovery coaches will need to use the new ‘my NDIS’ provider portal to receive requests for service when the participants they work with have plans developed in the PACE computer system.
Once a provider accepts a request for service, they’ll be known as a participant-endorsed provider
The NDIA is introducing new reporting templates for support coordinators and psychosocial recovery coaches to help standardise provider reports and capture consistent information. This is intended to help NDIA planners and NDIS partners to prepare for check ins and plan reassessments with participants.
The new reporting templates are expected to take about the same amount of time to complete as reporting currently does.
There are two sets of reporting templates, one for support coordinators, and one for psychosocial recovery coaches. The new reporting templates will make it easier for providers to:
The templates will require information about:
Providers should complete the reporting template through discussion with the participant and the people who support them, making sure participants are aware of the detail included.
Support coordinators and psychosocial 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 psychosocial recovery coaches should regularly log in to their ‘my NDIS’ provider portal to track due dates for reports, which can be submitted as attachments in the portal.
Under PACE, general providers, support coordinators, psychosocial recovery coaches, and plan managers recorded as ‘my providers’ will automatically see a participant’s contact details and the details of their nominee/s (if they have them).
Plan managers recorded as ‘my providers’ will be able to see if a participant has any self managed or Agency managed supports, and if funds are available.
New notifications from the ‘my NDIS’ provider portal will let providers know when they have a task to complete or when participant budget information has been updated.
Depending on the types of service and the consents in place, providers will be notified when:
The new ‘my NDIS’ provider portal will also provide clearer error messages.
If a provider submits a claim and it’s below the price guide limits, they’ll receive an error message. Similarly, they’ll receive an error message if they submit a claim above the limits.
Currently, if a participant changes their plan manager mid-plan, the existing plan manager and new plan manager have a 30-day overlapping period during which both can make claims.
Under PACE, the NDIA has removed the 30-day period for claiming overlap and claims can only be submitted by the participant’s current plan manager.
Under PACE, fund management types for Specialist Disability Accommodation (SDA) and Behaviour Support have been expanded to include self managed and plan managed options. To take advantage of this change, the service provider’s ABN must be included in claims for self managed and plan managed SDA and Behaviour Support.
With PACE, there will be changes to plan meetings, the introduction of optional implementation meetings, and participant check ins.
Once a participant’s plan has been developed, they’ll be invited to a plan meeting with the NDIA planner who approved their plan. The meeting will discuss the plan and budget that has been developed, based on information such as the participant’s previous plan and the information and evidence they have provided.
Once a plan is approved, the participant’s NDIS partner will contact them to offer an implementation meeting to help them get started. Under PACE, some participants’ plans may be longer – up to three years.
If a participant’s plan is longer than a year, each year of their plan will have the same budget, and funding will be released in instalments. The NDIA will schedule a check in with participants each year to find out how they’re going with their plan.
This NDIA resource explains each step of the journey existing participants will experience when their NDIS plan moves to PACE.
The view inside My Plan Manager’s client portal and mobile app will be different for clients who’ve migrated to PACE (and their support coordinators).
Support coordinators with more than one mutual client of My Plan Manager may see different views (current and PACE), depending on whether the client whose budget they’re viewing has been rolled onto the PACE system.
Plan managed participants who are rolled onto PACE won’t need to endorse their plan manager.
However, participants who want to start working with a plan manager after migrating to PACE will need to endorse their chosen plan manager, so their choice is recorded on their plan.
To do that, during their planning meeting or as part of their plan reassessment, they’ll need to tell their NDIA planner, ECP or LAC which plan manager they wish to use.
Plan managers must be recorded on plan managed participants’ plans. Once a plan manager is recorded, the PACE system will automatically recognise them as a participant-endorsed provider.
Participants who elect to change from one plan manager to another will need to call 1800 800 110 to notify the NDIA of their decision.
Once a new plan manager is recorded on a participant’s plan, they’ll be able to start claiming.
Outgoing plan managers will have 30 days to finalise claims.
Participants can learn more about PACE and what it means for them on the NDIS website. The PACE page of the website includes a range of tools and resources.
Valuable PACE information is also available in this webinar recording – ‘Navigating NDIS plan changes and PACE: everything you need to know’ – hosted by Kinora, an online community created by My Plan Manager.
Providers can find PACE tools and resources from the NDIA here. They’re arranged alphabetically and updated regularly.
The Agency is encouraging providers to attend an information session to learn more about PACE and the new ‘my NDIS’ provider portal. Find and register to attend a PACE information session here.
The NDIA has also released a provider learning environment to support providers to understand how to use the new ‘my NDIS’ provider portal. The learning environment includes walk-through tutorials with easy-to-follow steps to help providers learn new and changed processes.
Valuable PACE information is also available in this webinar recording – ‘Future-proof your NDIS business and PACE update’ – hosted by Kinora, an online community created by My Plan Manager.
Being plan managed means that a NDIS-registered plan management provider (such as My Plan Manager) takes care of the admin of your NDIS funding. We pay your invoices and store your receipts for you, so you don’t need to worry about claiming payments through the NDIS MyPlace Portal or archiving receipts. Having a plan manager also means you can use service providers who are either registered or not registered with the NDIS.
No. Being plan managed means no out of pocket expense to you.
When you request to be Plan managed in your planning meeting the NDIA Planner or LAC will include an Improved Life Choices budget in your plan, in addition to your other budgets.. This includes the initial one-off cost (per plan) of getting you set up in our system and on the NDIS portal and supporting you as you transition to plan management, as well as our flat rate monthly fees.
To be plan managed, you must have ‘Improved Life Choices’ included in your NDIS plan.
If you have an upcoming planning meeting or review, be sure to request Improved Life Choices is included in your plan. This covers all plan management fees so there is no expense to you. If you have a current plan that does not have Improved Life Choices included, but you do wish to be plan managed, you can request a review of your NDIS plan to have plan management included. Be aware, reviews can take some time.
You can access our Guide to Plan Management that explains more about Improved Life Choices here.
The NDIS will fund claims for ‘reasonable and necessary’ supports. These are goods or services directly relevant to achieving the specific goals and objectives detailed in your NDIS plan.
The NDIS is unlikely to approve claims that are not directly related to a participant’s disability, such as; items everyone has to pay for like day to day living costs, entertainment, food, support items already delivered under other government funding schemes (such as education or Medicare), items that do not represent value for money, and items that may pose a risk of harm to the participant or others.
If you already have service providers that you want to work with, that’s great. Our process is simple and we are able to work with almost any provider, as long as they have an ABN and the good or service meets NDIA’s definition of “reasonable and necessary”.
If you are looking for providers to engage, we can help point you in the right direction. Getting started with providers is straight-forward too. We can send you a ‘New Provider Letter’ with all the information they will need to forward us invoices, and you can leave the rest to us.
If you’re not happy with your services, you can just find a new provider and give them a New Provider Letter. Our Relationships Team will contact you periodically to make sure your spending and services are on track.
All plan managers need to be NDIS registered and provide you with financial administration services. Your providers send their invoices to us and we pay them on your behalf and our budget coaches help you manage your budget and discuss what you might like to purchase. If you request plan management, your NDIS planner will make your budgets plan managed which will allow us to claim for services on your behalf and pay your service providers directly.
Plan management is added to your plan separately under the Improved Life Choices budget so it won’t cost you anything. The Improved Life Choices budget is added into your plan if you choose to plan manage your plan.
If you wish to change to plan-managed you should contact your NDIA planner or LAC to see if they can do a soft touch review to change your plan from agency to plan managed. Unfortunately, My Plan Manager can’t do this for you, but we can help you with what you need to ask for. There is more information about changing to plan management in our blog.
Check out our handy guide to who’s who (and what they do).
If your budgets are plan managed, you simply need to find service providers which you would like to use and ask them to invoice My Plan Manager for the services you receive. Our budget coaches will talk to you about your plan and discuss with you what you might like to purchase to be able to achieve your goals.
My Plan Manager works with thousands of providers Australia-wide. As we are completely independent, we do not recommend any services. My Plan Manager wants all clients to have choice and control over the services they purchase. We understand what works for one person may not work for another. The best way for you to find services is to use online search platforms to find the best providers for you.
Check out our handy guide to NDIS plan categories.
To be plan managed, you must have ‘Improved Life Choices’ included in your NDIS plan.
Signing up with us is simple. Head to our Register page, then follow the prompts. The process is just a few steps long.
We will need some basic information from you such as email, participant NDIS number, date of birth and address.
Alternatively, please email us with your details including your full name, NDIS number, and plan dates, both start and end. It is helpful if you can include a copy of your plan.
A member of the My Plan Manager team will contact you by phone or email within 2 business days to forward you a service agreement and complete your sign up.
Yes! You are able to change plan manager any time. If you want to transfer over to us from another plan manager during your current plan, you first need to contact the NDIA on 1800 800 110 to let them know you are changing plan managers. You will also need to ask your previous plan manager to cancel their service booking and reduce their available funds to zero in order for us to be able to make our service booking.
Yes! We’ve made it easier than ever to manage multiple participants’ plans.
As long as each plan has ‘Improved life choices’ included, you can use one email address and one login to manage all the plans you have responsibility for. Each participant with a plan is a My Plan Manager client, able to be assigned to you, a nominee. Switching between is simple, in our app and online portal.
Logging in to view your budgets, invoices and more is easier than ever with My Plan Manager. Once you have a login set up, you will be able to access the client portal and mobile app on iOS and Android.
You will use the email address that is associated with your account to log in via an SMS code or email link. Our logins are passwordless and secure.
Logging in to view your budgets, invoices and more is easier than ever with My Plan Manager. Once you have a login set up, you will be able to access the client portal and mobile app on iOS and Android.
You will use the email address that is associated with your account to log in via an SMS code or email link. Our logins are passwordless and secure.
If you are a current My Plan Manager client with a recently updated NDIS plan, please contact our team via email with a copy of your new plan attached. You will not need a new log-in or password to continue accessing our portal or app.
We love working with support coordinators to help clients receive the best possible support through their NDIS plans. However, only recognised guardians / authorised nominees may complete our sign up process on behalf of a participant. We encourage support coordinators to go through the sign up process with their clients. My Plan Manager’s team is available to help, or answer questions. Please check our contact page for details.
My Plan Manager takes fraud detection and prevention very seriously. We have a number of controls in place to minimise the risk to our clients. One example of these controls is that every time we receive an invoice from a provider, we will text you to notify that a provider has submitted an invoice on your behalf. You then have the option to call us to put that payment on hold until we have investigated it for you, if you believe it is incorrect or fraudulent.
If you ever have concerns or are suspicious of a potential fraud there are several things you can do:
Naturally, if you are a My Plan Manager client you can call or email us for further advice.
Usually the NDIA would prefer to talk directly to you. For us to talk to the NDIA on your behalf you will need to give us consent and it will depend on your personal circumstances.
My Plan Manager will raise an initial one-off cost (per plan) on the day you sign up, and then monthly fees on the first day of every month. The NDIA will cover all of these fees as long as you’ve requested request Improved Life Choices be included in your plan.
We pay invoices promptly, ensuring your budgets are up to date and your service providers are paid.
My Plan Manager clients who use iOS on their iPhone or iPad are able to download the My Plan Manager app, by searching ‘My Plan Manager’ in the App Store.
Your login credential is the e-mail address that you used to set up your My Plan Manager account.
To login, simply open the app, enter your email address, press ‘Send me the code’ and add the code that’s sent in a text.
If you already have the app, it should automatically update by default, but if there’s an issue, you can update the app manually. To do this:
2. Tap the profile icon at the top of the screen
3. Tap ‘Manage apps & device’
4. Tap ‘Update’ next to the My Plan Manager app.
My Plan Manager clients who use Android on their smart phone are able to download the My Plan Manager app by searching ‘My Plan Manager’ in the Google Play Store.
Your login credential is the e-mail address that you used to set up your My Plan Manager account.
To login, simply open the app, enter your email address, press ‘Send me the code’ and add the 5-digit code that’s sent in a text.
For Android, unless you have the ‘Auto-update apps’ setting switched on under ‘Settings > Network Preferences’, you will need to update the My Plan Manager app manually. To do this:
2. Tap the profile icon at the top of the screen
3. Tap ‘Manage apps & device’
4. Tap ‘Update’ next to the My Plan Manager app
If you’re experiencing issues with the app, please check that you are running the most recent version and there are no updates available.
Re-booting your phone after installing the most updated version of the app solves most problems but for an issue you are unable to solve, please contact our team with your email address, your operating system (iOS or Android) and a detailed description of where / when the issue is occurring. We endeavour to solve all problems as soon as possible.
Yes. Once signed up you will gain access to our mobile app and online portal where you can submit invoices for reimbursement or to be paid directly to your provider.
Visit our client portal.
Enter the email address on your user account for SMS or email login and you will receive an SMS code or email with a link. Just enter the SMS code or follow the email link and you will be logged in.
The great thing about our client portal is that it works on all devices, including mobile.
Did you know that 81% of hacks are related to password breaches? By removing passwords we have increased the security on our client portal.
This is a risk with traditional password-based login as well – as password resets are used by hackers to gain access to accounts. Most email providers provide an option for multi-factor authentication, which adds extra security to your email account. We recommend you turn this on in your email account – it will not only protect your My Plan Manager information but anything else that is stored on your email. Here’s some information about how to turn on multi-factor authentication for common email providers: Gmail, Yahoo Mail, Hotmail
You can still use passwordless login and if you are concerned you can log out of the portal on the shared device. You can request a magic link to log in again as often as you like.
Just get in touch with us and we’ll help you. If you’re in the portal, you can also use the new Contact Us feature from within the portal to get in touch with us directly. Easy!
Yes, you can. Get in touch with us and we’ll let you know what you need to do to allow someone else, such as a family member or your support coordinator, to have access to your information on the client portal. Anyone who already had access on the old portal will automatically have access on the new portal.
At My Plan Manager, we take your privacy seriously. Only you and relevant My Plan Manager team members have access to your information and we will not release personal or budget details to providers, family members or other parties without your explicit written consent. Please contact our friendly Enquiries Team for Consent to Share forms.
View our privacy policy PDF here: PRIVACY POLICY
Helpful resources, guides and checklists so you can make the most of your NDIS plan.
A checklist to help you communicate your needs
A letter you can give to your local area coordinator or NDIA planner asking them to include plan management in your NDIS plan.
How to get plan management included in your plan.
What are NDIS plan goals for and how do I write them?
Tips on how to set NDIS goals and examples of goals.
Tips on how to set NDIS goals and examples of goals.
NDIS provider directories to help you find the right providers for you.
Breakdown of NDIS support categories.
Breakdown of NDIS jargon and technical terms.
What to expect with NDIS plan management.
What are the roles of NDIA planners, local area coordinators, support coordinators and plan managers, and what do they do?
A full service agreement between you and My Plan Manager when you sign up with us.
An Easy Read version of the agreement between you and My Plan Manager when you sign up with us.
My Plan Manager Client Feedback & Complaints Statement
Did you know that people with disability can access a translator for free, and with minimal hassle, to support them when speaking with us?
My Plan Manager uses the Australian Government’s Translating and Interpreting Service (TIS National), which has translators in 160 different languages.
To access a translator, just call the TIS on 131 450 and request to speak to a translator/interpreter in your preferred language. You can then advise the TIS that you would like to call My Plan Manager on 1800 274 233. Our opening hours are 8am-6pm, Monday to Friday (ACDT).
The TIS will then call My Plan Manager with all parties conferenced on the call, and begin translation and interpreting of the discussion.
For more information on the TIS, click here: www.tisnational.gov.au/
Kinora provides pathways to better NDIS outcomes and supports people with disability to live their best lives. It connects them and their supporters to a community of peers and providers.
Always there to support you when you need it. Ready to chat, share stories and help you find answers in a safe, respectful and moderated space.
Specialist NDIS knowledge at your fingertips. Access skilled professionals and NDIS experts who are there to champion your success. Attend free online events and unlock a bank of insights and resources.
Harness the wisdom of the community to receive honest recommendations and advice – then connect with providers to find the solutions you need.
Share your services and solutions and grow your NDIS business in a community worth being a part of.
Profile your NDIS business, showcase your disability expertise and connect with others in the community. As an added bonus, list your services on the Kinora marketplace.
When a member of the community has a question or needs support, be there to provide the solution. Whether it’s an online discussion, a marketplace listing, or a direct response to a request for help, we know the providers who interact the most reap the greatest rewards.
Answer questions. Receive booking requests, phone calls and emails. Take community referrals. Be featured in Kinora’s content, social media posts and online events. Connection is everything.
Whether it’s a question about the NDIS, a problem you’re trying to work through, people you’re trying to connect with, or a service you’re wanting to locate or market, Kinora – a community of solutions – will be right by your side.
Kinora gives NDIS participants who are really good at navigating and knowing where to get the information that’s relevant to them a place they can share that information with others.
Peter Wilson (Managing Director, Determined2)
The NDIS releases new NDIS Pricing Arrangements and Price Limits every financial year (1 July-30 June) to reflect the new market cost of services.
You’ve got the passion. You’ve got the experience. And you’ve got the vision. So how do you take it all to start or expand your NDIS business?
In the NDIS, letters of recommendation and provider reports are vital tools that can have a powerful impact on the lives of people with disability.
A better way to send and manage your invoices
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My Plan Manager’s provider portal gives you real-time information about your invoice payments.
Just log in to see all your invoices and track them through the payment process.
You can also submit your invoices directly through the portal, either by uploading the file, or generating your invoice in the platform by typing the details into our e-invoice feature.
The portal lets you submit and track invoice payments, whether you’re at work or on the go. You can:
Use our new e-invoice feature to generate your invoice just by typing in the details.
See the details of all current and past invoices.
Upload and submit invoices directly into the portal for us to process.
Securely log in to submit invoices and track payments.
“Very well laid out and easy to read through… I’m a sole provider and it’s really straightforward and simple to view.” – Jenny
“Really easy to use… You can see invoices that have gone through, you can see if it’s been processed and also if it’s been paid.” – Chris
“I really like the invoice table because you can see all the invoices submitted. It says if it’s paid, which is really handy especially at tax time.” – Jenny
Making the lives of our clients and providers easier through accessible technology is important to us. That’s why we were second place in the Deloitte Technology Fast 50 for 2020, as well as the Technology Female Leadership Award for the highest-ranked company on the list with a female founder or CEO: My Plan Manager has both
Checklists and templates to help you support your clients.
We can help with a smooth transition for your clients, if you’re a plan manager looking to exit plan management or need help with your existing clients.
If you are finding plan management services take you away from your core business, My Plan Manager is the perfect partner for you.
By partnering with My Plan Manager, you can ensure your clients will have a streamlined transfer and uninterrupted plan management.
Participant choice and control are as important to us as they are to you, and the decision about their plan management absolutely rests with the clients.
My Plan Manager provides support coordinators with immediate access to a nationwide team of NDIS plan management experts. We’re dedicated to helping support coordinators unravel the complexities surrounding NDIS funding and supporting tens of thousands of Australians with disability to get more from their NDIS plans and their budgets
My Plan Manager was the first NDIS provider to offer plan management services. Today, we stand as the largest and most experienced plan manager in the country.
Support coordinators play a vital role in the lives of NDIS participants, assisting them to implement their plans and exercise choice and control over the supports and services they receive. That’s why we partner with you and your peers – to make sure our mutual clients have the best in the business in their corner.
Welcome to My Plan Manager’s support coordinator hub, your one-stop-shop for plan management insights and information that streamlines the delivery of NDIS support coordination to everyday Australians.
NDIS support coordination is your strength and plan management is ours – and we know that together we can support our mutual clients to live their best lives.
When you partner with My Plan Manager, we bring more than a decade of NDIS experience to the table. We offer:
We know that the NDIS is ever-changing and, even for those with experience, that means it can be challenging to navigate. That’s why we partnered with DSC – Australia’s leading training, conference and consulting group specialising in the NDIS – to explore support coordination basics.
Together, our NDIS experts have packaged their advice into three informative videos for support coordinators. Whether you’re new NDIS support coordination or experienced in the sector and looking for a refresher, there’s something here for everyone.
Check out the videos below.
We dive into the role of NDIS support coordination so you can master the basic principles of working with participants.
We explore capacity building: what it is, why it’s needed, and the role support coordinators play in facilitating it.
We break down the NDIS funding criteria so you know what a participant’s plan can cover – and what it can’t.
We know swift payment of invoices is vital for clients and their providers. To streamline the process and help providers get paid faster, we encourage our clients to send their providers this letter, which lets them know where to submit their invoices (and what information to include).
Keeping our clients’ information safe and secure is vital. If they want other people – like you or their family members – to be able to access information and discuss their plan with us, they’ll need to complete a Client Consent to Obtain and Release Information form, so we know who to provide that access to.
They can fill the form out on a computer or print it and complete it in writing. Once they’ve filled it out, all they need to do is email it to enquiries@myplanmanager.com.au or mail it to us c/o My Plan Manager at Level 9, 400 King William Street, Adelaide SA 5000.
Knowing what funding they have, how much they’ve spent, what they’ve spent it on, and how much is left in their budget – these are important parts of life for every NDIS participant.
That’s why we created our client portal and mobile app. For our clients, and their support coordinators, it’s like having My Plan Manager’s team of experts right there with you – 24 hours a day, seven days a week.
Getting paid quickly and knowing where you stand financially is vitally important for every provider. That’s why we developed our provider portal – a simple-to-use tool to help you keep on top of business. Whether you’re at work or on the go, My Plan Manager’s provider portal ensures you’re only ever a few clicks away from creating and submitting invoices, tracking payments and viewing your invoice history.
Every time we receive an invoice from a provider, our client (or their primary contact) receives an SMS notification to let them know who’s claiming from their plan and how much they’re claiming.
That means they have peace of mind knowing they can contact us to query any invoices that don’t look quite right. They can switch SMS notifications on by calling us on 1800 507 050 from 8am-6pm (SA time), Monday to Friday.
And, for an added layer of protection, our clients can also elect to block automatic payment of invoices from certain providers or set up automatic approvals for payments greater than $20,000 – they just need to give us a call.
You’ve got the passion. You’ve got the experience. And you’ve got the vision. So how do you take it all to start or expand your NDIS business?
In the NDIS, letters of recommendation and provider reports are vital tools that can have a powerful impact on the lives of people with disability.
Getting your goals right can make a big difference when seeking more NDIS funding or asking for additional budgets and categories to be added to your plan. Here’s how to set better goals.
