Helping You Navigate Difficult Conversations: Free Resources for Support Coordinators and PRCs
At Mind Grown, we understand the challenges of navigating tricky conversations with both participants and providers in the NDIS space. To make your role a little easier, we’ve created two professionally crafted email templates that you can use for these situations:
We’re giving these templates away for free to everyone, because we have been there, and we know how hard this role is. These resources are designed to save you time, reduce stress, and maintain clear, professional communication with the people you work with.
We hope they make a positive difference in your day-to-day work!
PARTICIPANT EMAIL:
Date:
Subject: Your recent request regarding NDIS supports.
Good morning/afternoon [Participant's Name],
I hope you’re well. I’m writing in response to your recent inquiry for the funding of [insert specific support here] through your NDIS plan. After reviewing the updated NDIS legislation and guidelines, I have identified that this support is currently on the "Not a NDIS Support" list, meaning it cannot be funded under your NDIS plan.
These changes are part of the recent updates to NDIS legislation and transitional rules. You can read more about the updated guidelines and supports that are not eligible for NDIS funding by visiting this link: NDIS Supports List.
I know this is a stressful and frustrating time for many participants and I understand that this may not be the response you were hoping for.
What Are Your Options?
If you still wish to pursue this support, some of your options would be:
· If the support is stated in your current plan, you may be able to continue to use this support for a limited time, depending on your personal circumstances. Stated means that your plan must mention the support within the wording of the plan.
· You can self-fund the support independently of your NDIS plan.
· You can submit a request for a replacement support for things like Smart Watches and household appliances. You can read more about that here: https://ourguidelines.ndis.gov.au/wouldwefundit/whatdoesndisfund#whatisareplacementsupport
· If your situation has changed significantly, and you feel like your plan does not meet your needs any longer, you can submit a change of circumstances if you have good evidence to support the change. Please be aware that support that is outlined in the “Not an NDIS support”, and is not on the replacement list, will not be able to be requested. https://www.ndis.gov.au/participants/usingyourplan/changingyourplan/changecircumstances
Currently, the NDIS has not provided 100% clear guidelines around all the changes and some guidelines are still being finalised. This can make it difficult to understand why you cannot purchase some supports anymore. You may have heard other people, or providers, state that the support you are requesting, can still be purchased with your NDIS funding. Some people may even state that there may be a loophole to allow you to purchase the support. Support Coordinators cannot assist you in choosing to spend your funding on supports that are on the “Not an NDIS support” list. Support Coordinators are also obliged to report providers that encourage you to use your funding incorrectly or charge you for support they are not allowed to.
What happens if I still use my funding to purchase a support that is not a NDIS support, even when I know I should not??
· The NDIS may raise a debt against you. If the debt is under $1500, they will give you two warnings. If it is over $1500, they can ask you to pay the money back to them without warning.
· The NDIS may change the way your plan funding is managed, and this could impact on your current supports. For example, if you currently use unregistered providers, and the NDIS changes your plan to agency managed, your current supports will no longer be able to get paid. (Section 44)
· I don’t agree with this, what can I do?
You can make a complaint to the NDIS at the following links:
· Online: Feedback form or Email: enquiries@ndis.gov.au or by ringing 1800 800 110
I understand that navigating these changes can be challenging and upsetting for people. I am aware that there is a lot of confusion about the new rules and some misinformation has already been spread around, this can make it very hard for you to know what to do.
My role as your Support Coordinator is to be aware of all the rules and changes that happen within the NDIS. Some providers may be informed about the rule changes, and that means they can sometimes tell you that you can use a support you may not be able to.
I’m here to assist you in exploring other support options that may be eligible for funding through the NDIS, or other areas such as mainstream providers, Medicare, or the health department.
The NDIS will be updating the guidelines regularly during this time and things are changing regularly. I apologise that things are not 100% clear at this stage and will do my best to ensure you are kept aware of any further changes.
Please don’t hesitate to contact me if you have any questions or would like help in finding alternative supports.
Warm regards,
[Your Name]
Support Coordinator
[Your Contact Information]
PROVIDER EMAIL:
Subject: Request for Information Regarding [Support Name]
Dear [Provider's Name/Organisation],
I hope this email finds you well. My name is [Your Name], and I am the Support Coordinator for (Participant)
(Participant) has requested that I review the support they have discussed with you to ensure it can be funded under their plan. They have indicated that you will be providing the
following support:
(Line Item and support description here)
To help me support [Participant Name] in managing their plan and ensuring compliance with the updated NDIS rules and legislation, could you kindly provide the following details:
As you may know, the NDIS recently introduced changes that require both participants and providers to adhere strictly to updated guidelines. My role is to ensure that (Participant) is well-informed about their funding and to provide advice on how to use it effectively.
Support Coordinators cannot assist participants in using their funding for supports listed as “not NDIS supports”. We are also required to support participants to use their funding as outlined in their plans, and the NDIS legislation.
Misuse of funds may lead to serious consequences for participants, including debts or changes to their plan’s funding management.
We value our collaboration with providers and appreciate your assistance in ensuring that [Participant name] is not put at any unnecessary risk, or misuse of funding by engaging with your support. If you can let me know the above as soon as possible, [Participant name] will be able to make an informed decision on engaging with you. If you have any questions or need clarification, feel free to reach out.
Thank you for your time and cooperation. I look forward to your response.
Warm regards,
[Your Full Name]
Support Coordinator
[Your Contact Information]
You can tweak these how you need! We hope they are of some help to you.