December 6, 2023 PACE and the NDIS, What does it mean for me as a provider?

Exciting changes are on the horizon as the NDIS gears up to unveil a new provider and participant portal, commonly known as PACE. In this guide, we’ll break down the essentials of PACE and explore what this transition means for us as dedicated NDIS service providers.

Main takeouts:  

• The Rollout of PACE is expected to take place over 18 months, from its beginning in late October 2023. The NDIS approximates that 9% of participants will be on PACE by February 2024. 
• PACE will not fundamentally change the way the NDIS operates, but it will change some of the back-end operations of providers. 
• Payments and invoicing will continue to be made through PRODA, while PACE will allow providers to see plans and participant information.
• New participants to the NDIS will start on the PACE system. 
• Specialist Disability Accommodation now has its own category under capital support types, and participants will need to register their SDA provider in the portal.  
• The MyPlace portal will continue to be active until the rollout is finished. 

Why is the NDIS transitioning to a new system?  

The NDIS has decided it’s time for a change – a shift to a new system that can better handle the demands of delivering swift and reliable coverage. The current portal, initially set up by Services Australia, fell short in keeping up with the evolving needs of the NDIS. Enter PACE, a system designed with precision for its specific purpose and crafted for the ease of both providers and participants. Developed by Salesforce, a global leader in Customer Relationship Management tools, PACE brings a user-friendly interface to the table, allowing providers to focus more on participant care.

Advantages of PACE include:

With PACE, the NDIS gains enhanced capabilities for pulling reports and checking data, a game-changer to keep participants comfortably within budget constraints. What’s more, PACE holds the promise of continuous updates, adapting to become the optimal solution for the ever-evolving tasks it’s set out to accomplish. The future looks bright as PACE evolves into a powerhouse for meeting the diverse needs of the NDIS.

Navigating the Transition Phase:

Buckle up for a transitional ride! The NDIS foresees an 18-month transition period, during which providers will become acrobats, gracefully manoeuvring through both systems. Here’s a breakdown of what to expect:

• Early Birds Welcome: Participants eager to embrace the PACE experience ahead of schedule can make the leap by dialling up the NDIS at 1800 800 110.
• Participants New to the NDIS: Starting now, participants embarking on their NDIS journey for the first time will have their plans crafted within the PACE realm.
• Change is in the PACE Air: Existing NDIS participants in need of a change in circumstances will now find their reassessments done on PACE.
• Rolling with the PRODA Fam: Participants whose plans are set to expire but don’t require any change of circumstances will continue using PRODA for the time being.

How will I know when my participants change to the new system?  

Curious about when your participants are making the leap to the new PACE system? Here’s the lowdown for providers:

1. Existing Participants on the Move: Keep an eye out for existing NDIS participants shifting to PACE when they require changes in their supports. If their plan gets rolled over, no PACE transition occurs at the moment.
2. Fresh Faces on PACE: Newcomers to the NDIS are automatic PACE initiates. As participants make the move, PACE conveniently compiles a list of those who’ve tagged you as their trusted “MyProvider” under “MyParticipants.”
3. Error Messages as Signals: Providers, when submitting pay requests or service bookings for the ongoing plan period, watch for error messages on the myplace provider portal nudging you towards PACE. This friendly alert signals your participant’s migration to the new system.
4. Check the Report Function: For a comprehensive view, utilize myplace’s provider portal report function to pinpoint when your participants are slated to transition to the PACE system.
5. Just Ask the Participant: When in doubt, don’t hesitate to have a chat with your participant. A simple inquiry can often provide the most straightforward answer.

Evolution in Service Bookings: What’s Changing?

Get ready for a shift – We’re saying farewell to service bookings.

1. Automatic Endorsement on PACE: Participants transitioning to PACE with existing service bookings will find their providers seamlessly endorsed in the new system as “endorsed” MyProviders. It’s up to the participant or their nominee’s to alter this information.  This smooth transition applies to all supports, except Home & Living, SDA, and Behaviour Supports.
2. Swift Payments for Endorsed MyProviders: Good news for endorsed MyProviders – payments will be processed within a speedy 1-2 days, ensuring swift financial transactions.
3. Querying Unendorsed Providers: If a provider seeking funds isn’t endorsed in the participant’s portal, participants have the opportunity to raise a query (though not outright reject) regarding the provider’s claim to NDIS funding. Participants will receive a text, giving them 6 days to address any concerns.
4. Addressing Disputes: In the event of a participant disputing a claim, providers have the chance to present evidence of the supports provided.

Will we be able to see how much funding is left in a participant’s plan? 

Need to know about tracking the funding status in a participant’s plan? The upcoming PACE system brings a solution to this common challenge. Providers will now have the ability to gain visibility into a participant’s remaining funds, offering a clear view of the financial status associated with their plan.

To access this valuable feature, providers need the participant’s consent and must ensure they are listed as a MyProvider in the participant’s plan. This simple process ensures providers can stay informed about the financial details they need, promoting transparency and efficiency in managing participant plans.