🎯 Purpose

This Standard Operating Procedure (SOP) is a comprehensive guide for NDIS providers working with Assist Providers. It ensures you're fully prepared to handle new leads and scale participant growth before ad campaigns begin.

The document combines multiple SOPs into a master resource that:

• Explains each key phase in provider success

• Includes realistic case studies comparing good vs poor outcomes

• Provides ready-to-use templates and scripts

• Offers clear checklists and action items

• Emphasises compliance, responsiveness, and long-term growth

📘 Table Of Contents

🪜 Section 1: Value Ladder Strategy – Growing Participant Numbers Long-Term

🔍 What Is a Value Ladder?

A value ladder is a strategic service delivery model that focuses on bringing participants into your business through low-barrier offers or services — then gradually increasing their involvement and plan utilisation as trust grows. This mirrors commercial 'upsell' ladders, but is used ethically to increase support quality, participant outcomes, and long-term revenue.

In the NDIS context, this means:

• Accepting participants with low hours or funding levels

• Providing an exceptional onboarding and support experience

• Helping them increase plan utilisation where appropriate

• Becoming their long-term trusted provider for a range of supports

The philosophy is simple: Start small, deliver big, and grow together.

📈 Why It Works:

1. Builds trust from the first interaction – Many participants or carers are hesitant or unsure. A small commitment builds confidence.

2. Lowers intake resistance – Especially with under-utilised plans or newly funded participants.

3. Increases long-term retention – Happy participants rarely switch providers.

4. Leads to organic referrals – Participants and carers often recommend providers who helped them from the start.

5. Sets up future upsell potential – When the plan renews or needs expand, you’re first in line.

🧠 Strategic Steps to Apply:

Step 1: Accept Participants at Any Funding Level

Treat every participant — regardless of plan size — like they’re the most important client. Your future revenue depends on it.

Mindset:

“This is a long-term relationship, not a short-term transaction.”

Step 2: Deliver Exceptional Onboarding

• Use onboarding checklists

• Assign consistent support workers

• Offer a warm welcome call and follow-up message

• Set clear expectations and timelines

Step 3: Educate Participants on Plan Use

Most participants don’t know the full scope of their funding. You or their Support Coordinator can explain:

• What categories they have access to

• What types of support they may not be using yet

• How to optimise usage without waste

Soft script:

"Just so you know, we also support with [Skill Building / Transport / Plan Review Help]. If that ever becomes relevant to you, we’re here to help."

Step 4: Help with Plan Reviews

• Provide reports and written feedback

• Offer to liaise with support coordinators

• Suggest reasonable requests for increased hours where needs have changed

Step 5: Upsell With Purpose

If their needs grow, introduce services that truly add value — not just revenue.

Example:

“You mentioned feeling isolated — we could look into community access support next plan review if that’s something you’d like.”

🧪 Case Study Comparison

✅ Provider A: Follows the Value Ladder

• Accepts a participant with only 4 support hours per week

• Delivers outstanding service consistently for 3 months

• Participant refers a friend with a more complex plan

• Their own plan increases at review, and they begin using two additional services

• Outcome: revenue from this relationship grows 5x in under 6 months

❌ Provider B: Rejects Low-Hour Participants

• Turns away anyone with fewer than 10 hours

• Builds a reputation for being unapproachable or 'money-first'

• Gets fewer referrals, poor online reviews

• Consults decrease due to narrow filtering and poor trust

📌 Action Items:

• Create onboarding workflows for all funding levels

• Develop education prompts around service expansion

• Prepare plan review support packs (reports, letters)

🧩 Section 2: Expanding Services & Handling Out-of-Scope Leads

🛠️ Ideal Growth Progression

🔹 Step 1: Hire Internally for Core Services

This is the gold standard.

• Hiring in-house staff gives you maximum control over the participant experience.

• You retain revenue and ensure brand consistency.

• Prioritise hiring for your most requested services (e.g. personal care, community access).

✅ Outcome: A full-service offering that delivers high retention, more internal referrals, and stronger participant outcomes.

🔹 Step 2: Subcontract Trusted Providers

When hiring isn’t immediately possible:

• Form subcontracting partnerships with registered providers.

• Maintain control of the client relationship while outsourcing delivery.

• Ensure all partners are compliant and vetted.

✅ Outcome: Broader service coverage and higher lead conversion without hiring pressure.

🔹 Step 3: Refer to Other Providers with Commission Agreements

If you receive low-volume or specialised enquiries:

• Partner with external providers under formalised referral agreements.

• Agree on commission: flat fee (e.g. $200) or percentage of billables.

✅ Outcome: You monetise every lead and support ethical participant outcomes.

💬 Example Agreement Script:

“We aren’t the best fit for this type of support at the moment — but we work closely with another trusted provider. If it works for you, we can introduce you and receive a small referral commission from their end — it won’t cost you anything extra.”

🧪 Case Study: Aspire Allied Services

Starting Point: Aspire began with only one part-time community access worker.

Challenges: They consistently received leads for support coordination, therapy, and personal care, but didn’t offer those services yet.

What They Did:

• Phase 1: Hired a full-time worker to expand into personal care.

• Phase 2: Subcontracted two therapists and a support coordinator to broaden their scope.

• Phase 3: Created two referral partnerships with providers who paid $200 per converted lead.

Results:

• Consults increased by 60% within 3 months

• Participant count grew from 12 to 42 in 9 months

• Developed a reputation as a flexible and helpful “go-to” provider in their region

"We don’t say no anymore. If we can’t support directly, we make sure the participant still gets help — and that’s made all the difference."

⚖️ Offering Support Coordination + Direct Supports

Yes — you can offer both, but only if managed ethically.

Under NDIS rules, this represents a potential conflict of interest. It’s not prohibited, but it must be declared and managed transparently.

✅ Why It’s Worth Doing

• Participants prefer one-stop support

• You retain them longer across multiple services

• It streamlines communication and improves outcomes

• Internal referrals increase billables without external marketing

📋 How to Stay Compliant:

Step 1: Declare the Conflict

Participants must be informed in writing that:

• You provide both services

• They are free to choose another provider

• They can switch or raise concerns at any time

Use the NDIS Conflict of Interest Declaration Form available here

Step 2: Separate Roles Internally

• Coordinators must be different from direct support staff

• File notes and service delivery documents must show clear distinctions

Step 3: Obtain Signed Acknowledgement

• Use a signed consent form

• Store records securely and link to the participant’s file

Step 4: Review Regularly

• Reconfirm consent every 12 months or when services change

• Include review of this policy in internal audits

Remember: transparency protects both your business and the participant.

📌 Action Items:

• Draft internal conflict of interest policy

• Create consent forms and COI declaration templates

• Create referral agreement templates

💵 Section 3: NDIS Pricing – Why You Should Charge the Max

NDIS pricing is designed to ensure sustainability for providers while protecting participants from overcharging. Charging the maximum rate allowed by the NDIA is not just acceptable — it's encouraged, and in many cases, essential to maintain service quality.

✅ Why You Should Charge the Maximum Rate

1. It’s Fair and Fully Approved

The NDIA’s Pricing Arrangements and Price Limits (formerly the Price Guide) outlines what providers can charge. These rates are updated annually and reflect:

• Fair market value

• Reasonable operating costs

• Standards for service delivery

Charging the maximum rate isn’t price gouging — it’s following the system that was built to keep your business viable.

2. It Protects Your Margins

NDIS services often include travel, admin time, report writing, and supervision. If you undercharge, you eat into the margin needed to:

• Pay your staff fairly

• Provide backup workers

• Offer timely customer support

• Cover insurance and compliance costs

Undercharging can lead to burnout, reduced service quality, and difficulty growing your business.

3. It Helps You Deliver Higher-Quality Support

When you price correctly, you can:

• Hire better-qualified staff

• Offer regular training

• Maintain systems for scheduling, notes, invoicing

• Create backup systems for worker absence

📘 Where to Find the Official Guide

The NDIA publishes the full list of rates for each support item and day/time category. You can download the current version here:

👉 NDIS Pricing Arrangements and Price Limits

We recommend:

• Bookmarking this page

• Downloading the PDF each time it’s updated

• Searching by support category for your services

🧪 Real Example:

• Support Type: Community Access (Weekday Daytime)

• Max Rate: $62.17/hr

• Wrong Approach: Charging $50/hr to "stay competitive"

• Result: Business struggles to break even, hires lower quality staff, participant satisfaction drops

“We thought undercutting would attract more clients — but it led to lower quality and higher turnover.” – Real provider feedback

💬 Addressing Pricing Concerns from Participants

If a participant questions why you charge the maximum:

Response Script:

“We follow the NDIS Pricing Arrangements, which are reviewed and approved by the NDIA. Charging the full rate allows us to provide reliable, consistent care and pay our team fairly. You’ll never be charged beyond your plan funding.”

⚠️ Important: No Hidden Fees

• Never charge above the allowed rate

• Do not include hidden add-ons, admin charges, or travel without participant agreement and plan inclusion

• Always explain fees clearly in the service agreement

Transparency protects your relationship and your compliance record.

📌 Action Items:

• Bookmark NDIS Pricing Guide

• Update internal rate sheets and service agreements

• Train staff to explain pricing confidently

🚦 Section 4: What To Do With Non-Funded Leads

When a lead expresses interest but doesn’t yet have NDIS funding, it is a powerful opportunity to build trust, offer support, and potentially sign them up as a long-term client.

Instead of seeing this as a “cold” lead, you should treat it as the start of a relationship — guiding them through the process of accessing NDIS funding and positioning yourself as their future provider.

🧠 Key Mindset:

“If I help them access the NDIS, I become the obvious choice to deliver their supports.”

🪜 Step-by-Step: What to Do After the First Consult

1. Confirm They’re Not Funded Yet

• Ask gently during the consult: “Have you already received your NDIS plan, or are you still in the application process?”

• If unsure, clarify that not all participants know how to check — offer help in confirming.

2. Explain the NDIS Application Process Simply

• Direct them to apply via:

  • NDIS Hotline – 1800 800 110

  • Website – www.ndis.gov.au

• Offer a short verbal script:

"You can ask to make an Access Request. They’ll help guide you through the next steps."

3. Offer a Written Summary or Info Pack

Send an email after the consult with:

• A summary of what was discussed

• A link to apply for NDIS funding

• A PDF or explainer on eligibility and the Access Request process

Template Email:

Subject: Your First Step Towards NDIS Support

Hi [Name],

Thanks again for speaking with us today! As discussed, you may be eligible for NDIS support. You can get started by calling 1800 800 110 or visiting www.ndis.gov.au.

We’ve attached a short guide to help you with the process. If you’d like, we can check in in a few weeks to see how you’re going.

Looking forward to supporting you soon!

[Your Name]

4. Offer to Connect Them with a Support Coordinator or LAC

• If they feel overwhelmed, offer to introduce them to a Support Coordinator or Local Area Coordinator (LAC) who can assist with documentation and the planning meeting

• Keep a trusted list of contacts ready to share

5. Set a Reminder to Follow Up

Use your CRM or manual tracker to:

• Schedule a 3-week follow-up call or message

• Check progress and ask if they need additional help

• Offer encouragement — most applicants drop off from overwhelm, not ineligibility

Follow-Up Script:

“Hi [Name], just checking in — how are you going with your NDIS application? Let us know if you need anything. We're excited to support you once your plan is approved!”

6. Log It Internally and Notify Assist Providers

• Tag the lead in your CRM as “Not Funded Yet – Warm Lead”

• Notify Assist Providers so we can re-target them with educational ads or outreach content

🧪 Case Study: Provider E – Proactive NDIS Help

Background: A carer reached out on behalf of their 17-year-old son who wasn’t yet funded. Most providers told her to come back after approval.

What Provider E Did:

• Spent 15 minutes on the phone explaining the NDIS access process

• Sent a follow-up email with helpful links and a downloadable eligibility guide

• Connected the carer to a local LAC

• Checked in 3 weeks later — the Access Request had been submitted

• 7 weeks later, the participant was approved

• Provider E signed a full plan agreement 2 days after approval

Outcome:

• $12,000 annual plan signed

• Two participant referrals from the same carer within 3 months

• Ongoing long-term relationship built from a helpful, ethical approach

“I wouldn’t have made it through the process without them. I’ll never use another provider.” – Carer testimonial

📌 Action Items:

• Create a pre-NDIS info pack PDF

• Maintain a short script for Access Requests

• Build a follow-up reminder workflow in your CRM

• Track conversion rates from “unfunded” to “approved + signed” leads

• Share these stories with your team to reinforce long-term thinking

📬 Section 5: Responding to Enquiries – First Impressions Matter

Every inbound enquiry is an opportunity to build trust and secure a future participant. This SOP outlines how to handle enquiries via phone, SMS, email, or CRM message in a way that increases your conversion rates and strengthens your reputation.

These enquiries often come from:

• Participants or carers requesting more information

• Support Coordinators referring participants

• People responding to ads or filling out website forms

🪜 Step-by-Step: How to Respond Effectively

1. Respond Within 1–2 Business Hours

Speed = trust. Aim to reply within 2 hours during business hours. Even a short acknowledgment keeps them warm.

Initial SMS or Email Template:

Hi [Name], thanks for reaching out to [Your Business Name]! We’d love to learn more about your needs and see how we can support you. Would a quick call today or tomorrow suit you?

2. Offer a Clear Next Step: Call or Info Pack

If they’re open to a call, suggest 2–3 time options. If they prefer written info, send a detailed service brochure or flyer.

Script (on call or message):

“We can either have a quick 15-minute chat to learn more about you, or I can send you an info pack with all our services. What would you prefer?”

3. Personalise the Conversation

Whether it’s a call or message:

• Ask who the enquiry is for (if it’s a carer or coordinator)

• Ask what supports they’re interested in

• Take clear notes — this context is essential for follow-up

Discovery Questions to Use:

• What services are you looking for right now?

• Are you self-managed, plan-managed, or NDIA-managed?

• Do you already have support in place, or are you looking to switch?

• Are you the participant, or enquiring on behalf of someone?

4. Confirm a Time for a Consult or Assessment

Once they’ve shown interest, send a link to book directly or lock in the time over the phone.

Follow-Up SMS After Booking:

Just confirming your booking for [Date/Time]. We’re excited to learn more about how we can support you!

5. Send a Confirmation Email + Next Steps

Include what will be covered in the consult, how long it will take, and what to bring.

Email Template:

Subject: Your Upcoming NDIS Support Consult

Hi [Name],

Thanks for booking a consult with us. We’re looking forward to learning more about your goals and how we can support you.

On the call, we’ll cover:

• What services you’re looking for

• How your current NDIS plan works

• How we can personalise support to your needs

If you have any reports or documents you’d like us to see, feel free to send them through.

Talk soon!

[Your Name]

[Business Name]

6. Follow Up If No Response (1–2 Days Later)

If they don’t respond to your first reply, send a gentle follow-up:

Follow-Up Message:

Hi [Name], just checking in to see if you got our last message about your enquiry. Happy to help if you have questions — we’d love to support you!

7. Tag and Track in CRM

Use your CRM (e.g. SDLeads) to:

• Mark them as “Contacted – Awaiting Response” or similar

• Add notes on who the enquiry is for, what service they need, and how they prefer to be contacted

• Set a reminder to follow up again in 5–7 days if still no response

🧪 Case Study – Provider F: Tripled Consult Conversion

Background: Before using this SOP, Provider F was only converting 1 in 5 enquiries to consults.

What Changed:

• Implemented same-day responses

• Sent personalised SMS and used structured call scripts

• Offered easy self-booking links and info packs

Results:

• Consults tripled in 30 days

• 2 new long-term participants signed in the first week

“We didn’t change our ads — just how we replied. That made all the difference.”

📌 Action Items:

• Save SMS and email templates in your CRM

• Set up daily inbox checks for all enquiry channels

• Train staff on phone discovery questions and tone

• Track all enquiries in one location (e.g. Notion, SDLeads, Google Sheet)

• Review enquiry-to-consult conversion rate weekly

💬 Section 6: Managing Leads in SDLeads CRM

SDLeads is your command centre for lead management. This section outlines how to properly check, respond to, tag, and follow up on all inbound messages. This is where most opportunities are lost or won.

Every person who fills out a form or replies to automation emails appears here — they are often:

• Responding to our lead magnet or offer

• Interested in a consult but unsure of next steps

• Wanting to reschedule or clarify their needs

🪜 Step-by-Step: Managing Conversations in SDLeads

Step 1: Check the Inbox Twice Daily

• Morning and afternoon check-ins are critical

• Set a calendar reminder or assign this as a daily responsibility

Step 2: Read Messages Carefully Before Replying

Look for intent:

• Are they asking about services?

• Are they rescheduling?

• Did they miss a call?

Step 3: Respond Using the Correct Template

Use the approved replies based on their message type — always edit for tone and personalisation.

Missed Consult Template:

Hi [First Name],

I noticed we missed our scheduled call earlier — I completely understand that things come up. If you’re still interested, I’d love to reschedule with you!

Here’s my updated availability: [Insert Booking Link]

Let me know what works best for you. Looking forward to connecting!

Kind regards,

[Your Name]

Services Overview Template:

Hi [First Name],

Thanks for getting in touch! We’re a fully registered NDIS provider and we support participants with tailored services across:

• Daily Living Support – At home or in shared living settings

• Accommodation & Tenancy – Finding and maintaining suitable housing

• Community Participation – Building confidence and social connection

• Transport – Reliable travel to appointments and programs

• Household Tasks – Cleaning, cooking and home maintenance

• Life Skills – Confidence in budgeting, hygiene, and independence

• Group & Centre-Based Activities – Learn and grow in a social setting

If you’d like, we can book a quick call to walk through how we can support you or someone you care for.

Here’s a link to find a time that works for you: [Insert Booking Link]

Looking forward to helping however we can!

Kind regards,

[Your Name]

[Your Website]

Step 4: Tag the Contact

Use internal tags such as:

• “No-show – Rebooking Sent”

• “Replied – Awaiting Follow-up”

• “Ready to Book – Info Sent”

These help your team track progress and follow up efficiently.

Step 5: Update the Pipeline

Move the lead to the appropriate pipeline stage based on the message:

Be consistent — pipeline hygiene improves visibility and accountability.

Step 6: Set Follow-Up Reminders

If the lead hasn’t responded:

• Set a 48-hour follow-up task

• Use CRM reminders or task lists

Follow-Up Message Template:

Hi [Name], just wanted to check in to see if you had any questions about our services or needed help booking in. We’d love to support you!

🧠 Why This Matters

Failing to manage SDLeads properly causes:

• Lost consult opportunities

• Lower show rates

• Negative brand impressions

Every message is a warm lead. Treat them like a face-to-face consult.

📌 Action Items:

• Train all staff on SDLeads inbox etiquette

• Use and personalise message templates

• Review tagged leads weekly to ensure no one is forgotten

• Keep pipeline updated — if it's not in the CRM, it didn’t happen

📊 Section 7: The 10 Metrics That Matter

Tracking the right numbers tells you where your business is working — and where it’s falling behind. Without metrics, you’re guessing. With them, you’re leading.

This section outlines the most important metrics to track across your marketing, sales, and operations, complete with examples, formulas, and how to use them to grow smarter.

🔹 Marketing Metrics – Measure Your Lead Generation

1. Cost Per Lead (CPL)

Formula: Total Ad Spend ÷ Leads Generated

Example: $500 ad spend ÷ 25 leads = $20 per lead

Why It Matters: Tells you if your ad spend is efficient. If it’s too high, you may need to tweak creatives, targeting, or offers.

2. Click-Through Rate (CTR)

Formula: Clicks ÷ Impressions × 100

Example: 100 clicks ÷ 5,000 impressions = 2% CTR

Why It Matters: Measures how attractive your ads are. Low CTR = your ads aren’t resonating.

3. Landing Page Conversion Rate

Formula: Leads ÷ Page Visitors × 100

Example: 25 leads ÷ 300 page visits = 8.3% conversion rate

Why It Matters: Even great ads won’t convert if your page is unclear or confusing.

🔹 Sales Metrics – Measure Your Ability to Close

4. Show Rate

Formula: Consults Attended ÷ Bookings × 100

Example: 8 shows ÷ 10 bookings = 80% show rate

Why It Matters: Shows whether your confirmations, reminders, and nurturing are effective.

5. Close Rate

Formula: Clients Signed ÷ Shows × 100

Example: 4 sign-ups ÷ 8 consults = 50%

Why It Matters: Directly reflects your consultation script, clarity, and offer quality.

6. Cost Per Acquisition (CPA)

Formula: Ad Spend ÷ Signed Clients

Example: $1,000 ÷ 5 clients = $200 CPA

Why It Matters: This is your most important profitability metric. If your CPA is too high, you may need to improve nurturing or reduce CPL.

🔹 Operational Metrics – Measure Delivery & Retention

7. Time to Onboard

Formula: Avg. Days From Contract Signed to First Service Delivered

Track it monthly to identify friction points

Why It Matters: Delays kill momentum. Fast onboarding = greater trust and better word of mouth.

8. Client Retention Rate

Formula: (Clients at End – New Clients) ÷ Starting Clients × 100

Example: Start: 30 clients, End: 40, Gained: 15 → (40 - 15) ÷ 30 = 83.3% retention

Why It Matters: High retention = strong participant satisfaction and operational consistency.

9. No-Show Rate

Formula: No-Shows ÷ Bookings × 100

Example: 2 missed consults ÷ 10 booked = 20%

Why It Matters: No-shows waste time and slow your pipeline. If it’s over 25%, your nurturing needs work.

10. Staff Utilisation Rate

Formula: Billable Hours ÷ Total Available Hours × 100

Example: 25 hours of support delivered ÷ 40-hour week = 62.5%

Why It Matters: Low utilisation = under-used staff. High utilisation = better margin and efficiency.

🧪 Case Study: Provider D

• Before: No metric tracking. CPL was $90. Close rate: 25%.

• After: Weekly review meetings + simple Google Sheet. CPL dropped to $27. Close rate rose to 55%.

“We didn’t change the ads — just how we used the data.”

📌 Action Items

• Set up a basic Google Sheet or Notion dashboard for weekly tracking

• Assign ownership of each metric (e.g. one team member responsible for onboarding time, another for CPL)

• Hold a 30-min metric review every Friday

• Use data to identify bottlenecks and improve one thing per week

What gets measured gets managed. And what gets managed — grows.

🗓️ Section 8: Blocking Availabilities

✅ Google Calendar (Manual Adjustment)

Step-by-Step Instructions

1. Go to https://calendar.google.com

2. Click on the day and time you want to block out

3. Title the event something like "Unavailable – Internal"

4. Set the status to Busy

5. Adjust the start and end time

6. Toggle "Does not repeat" or set up recurring blocks (e.g. every Friday 1pm–5pm)

7. Hit Save

✅ This method will sync with most booking tools if integrated properly (e.g. Calendly, GHL)

✅ Apple iCloud Calendar (macOS/iOS)

Step-by-Step (Mac)

1. Open Calendar app on Mac

2. Click the "+" icon to create a new event

3. Name it "Unavailable" or similar

4. Set time range

5. Ensure the calendar selected is the one synced with your booking tool (e.g. "Work")

6. Set availability to Busy

7. Click Add

Step-by-Step (iPhone)

1. Open Calendar app

2. Tap "+" in the top-right corner

3. Name the event and adjust time

4. Set to Busy

5. Choose the correct calendar

6. Tap Add to save

⚠️ Ensure you’re using the same Apple ID linked to your business tools if syncing.

✅ Microsoft Outlook Calendar

Step-by-Step (Web/Desktop)

1. Go to https://outlook.office.com/calendar

2. Click New Event

3. Add title (e.g. "Admin Time – No Bookings")

4. Adjust date and time range

5. Set status to Busy or Out of Office

6. Choose whether to make it recurring

7. Save event

✅ If you're integrated with Microsoft Bookings or synced to a CRM, this blocks your availability

Calendar management is critical to maintaining a smooth consult and onboarding process. Setting accurate availability avoids no-shows, booking conflicts, and reputation damage.

Need help syncing your booking tool with your calendar? Let your account manager know and we’ll assist.

🧐 Section 9: How to Understand an NDIS Plan as a Provider (A-Z Guide)

Part 1: Initial Plan Review – Understanding the Basics

Step 1: Request the NDIS Plan and Obtain Consent

• Get written consent from the participant (or their nominee) to access their plan.

• Ask if they have:

  • The full detailed version (with line items and dollar figures)

  • A copy of their previous plan (for continuity or reviews)

• Save the plan securely in your CRM or document hub.

Step 2: Identify the Plan Format

NDIS plans come in 2 formats:

• Participant-friendly summary: Broad categories with no dollar amounts.

• Detailed support budget: Line items, categories, and exact funds.

⚠️ If only the high-level version is available, request the detailed version via:

• The participant

• Their support coordinator

• Their plan manager

Part 2: Understanding the Three Support Budgets

1. Core Supports

Everyday supports for day-to-day life.

Includes:

• Assistance with Daily Living (e.g. personal care, domestic help)

• Transport

• Consumables (e.g. continence aids)

• Social & Community Participation

Flexible? Yes, funding is generally interchangeable (except transport).

2. Capacity Building

Long-term skill building and independence.

Includes:

• Support Coordination

• Improved Daily Living (e.g. OT, psychology)

• Increased Social Participation (e.g. mentoring)

• Life Transition Planning

Flexible? No. Each sub-category has specific allocations.

3. Capital Supports

One-off, high-cost supports.

Includes:

• Assistive Technology

• Home Modifications

• Specialist Disability Accommodation (SDA)

Flexible? No. Usually requires quotes or approvals.

Part 3: Reading the Detailed NDIS Plan (Line-by-Line Breakdown)

Step 1: Understand the Structure

A detailed plan will list:

• Support Category (e.g. Core)

• Line Item Number (e.g. 01\_011\_0107\_1\_1)

• Description (e.g. Assistance with self-care)

• Quantity (e.g. 25 hours)

• Unit Cost (e.g. \$193.99/hr)

• Total Budget (e.g. \$4,849.75)

• Dates of support

• Management type (e.g. NDIA, Plan Managed, Self Managed)

Step 2: Decode the Line Item Number

Example: 01_011_0107_1_1

• 01 = Core Supports

• 011 = Group ID

• 0107 = Support type (e.g. personal care)

• 1 = Outcome domain

• 1 = Registration group

Use this code to match services to the NDIS Pricing Arrangements.

Step 3: Estimate Service Hours

If only a total dollar amount is shown:

• Use the pricing guide to estimate the number of support hours available

• E.g. \$4,849.75 / \$193.99 = approx. 25 OT hours

Step 4: Confirm Plan Management Per Item

Each line item may be:

• NDIA-managed → You claim through the portal

• Plan-managed → You invoice a plan manager

• Self-managed → You invoice the participant directly

Make sure you bill according to the management method.

Step 5: Check for Quotes or Blocked Items

Some items will say:

• "Subject to quote"

• "Pre-booked"

• "Service already in place"

These are either:

• Already claimed by another provider

• Need a quote approval before you can bill

Part 4: Mapping Your Services to the Plan

Step 1: Create a Funding Snapshot

Make a breakdown like:

Core Supports: $18,000- Assistance with Daily Living: $12,000- Social Participation: $5,000- Consumables: $1,000Capacity Building: $11,500- OT (Improved Daily Living): $4,000- Support Coordination: $5,000- Life Skills: $2,500

Step 2: Match Your Services to Line Items

• Use line items from the Pricing Guide

• Confirm the hourly rate fits within the cap

• Prepare a Service Agreement listing:

  • Service

  • Line Item

  • Frequency and Duration

  • Price

Part 5: Real Sample Plan Walkthrough

Participant: John Smith Plan Duration: 12 months (1 July 2024 – 30 June 2025)

Support Category: Core – Assistance with Daily Life

• Line Item: 01\_011\_0107\_1\_1

• Description: Assistance with Self-Care Activities

• Quantity: 300 hours

• Unit Price: \$70.87

• Budget: \$21,261

• Management: Plan-managed

What this means:

• Provider can offer support workers for daily living tasks

• Invoice the Plan Manager at \$70.87/hour, up to 300 hours

Support Category: Capacity Building – Improved Daily Living

• Line Item: 15\_055\_0118\_1\_3

• Description: Occupational Therapy

• Quantity: 25 hours

• Unit Price: \$193.99

• Budget: \$4,849.75

• Management: NDIA-managed

What this means:

• OT services allowed

• Must be registered to claim through the NDIS portal

Support Category: Capacity Building – Support Coordination

• Line Item: 07\_002\_0106\_8\_3

• Description: Level 2 Coordination of Supports

• Quantity: 40 hours

• Unit Price: \$100.14

• Budget: \$4,005.60

• Management: Self-managed

What this means:

• The participant pays directly and claims reimbursement

• Need to invoice the participant, not NDIA

🎁 Section 10: Using Welcome Packs to Build Trust and Relationships with NDIS Participants

Why Welcome Packs Matter

Welcome Packs create a positive first impression. They’re a key opportunity to:

• Show your organisation’s values (professionalism, care, transparency)

• Educate participants about services

• Build emotional connection and trust

• Reinforce your brand

• Create consistency across the onboarding journey

A well-executed Welcome Pack can help reduce confusion, improve engagement, and foster long-term loyalty.

NDIS Compliance Considerations

To remain compliant:

• Welcome Packs must not be contingent on service take-up (no coercion).

• Avoid cash or equivalent incentives (e.g., gift cards).

• Keep any promotional material informational, not misleading or overly persuasive.

• Include participant rights and responsibilities (per NDIS Code of Conduct).

• Ensure accessibility (e.g. plain English, Easy Read versions, translated material where needed).

• Never include promises that fall outside your organisation’s registration status or scope of practice.

When to Provide Welcome Packs

• Stage Action Post-Discovery Call / Initial Meeting Introduce the Welcome Pack as part of the participant’s onboarding journey.

• First Home Visit or In-Person Meeting Hand-deliver if possible (adds personal touch).

• Online Participants Mail it with tracking or deliver via support workers.

What to Include in a Welcome Pack

1. Personalised Welcome Letter

• Address the participant by name.

• Introduce your organisation, values, and why you’re excited to support them.

• Keep it friendly, warm, and sincere.

2. Participant Handbook

• Easy-to-read guide explaining:

  • What supports you offer

  • What’s included/not included

  • How services are delivered

  • How to provide feedback or make a complaint

  • Emergency contact numbers

  • Rights and responsibilities

Compliance Tip: Include NDIS Code of Conduct summary, your complaints policy, and privacy policy.

3. Contact Sheet / Key Worker Info

• Name, photo, and direct contact for their main worker/support coordinator.

• Backup contacts if unavailable.

4. Participant Profile Sheet

• Space for the participant (or carer) to share their preferences, goals, communication needs, etc.

• Helps staff deliver person-centred support.

5. Promotional Material

• Branded brochure

• Testimonials or success stories

• Branded calendar or fridge magnet

Compliance Tip: Ensure any marketing material is factual, not misleading, and does not imply outcomes that can’t be guaranteed.

6. Small, Practical Gifts (Optional)

• Branded pen, notepad, or stress ball

• Sensory tools (if relevant)

• Reusable shopping bag or water bottle

• Box of chocolates

Compliance Tip: Keep the value modest and gifts functional—not excessive or incentivising.

7. Consent Forms (if not already signed)

• Media consent

• Information sharing consent

• Service agreement summary (if applicable)

How to Deliver the Welcome Pack

• In-person Present during initial visit. Go through the contents with the participant and/or carer. Allow time for questions.

• Via post Send with a friendly note. Follow up with a phone call to explain the pack.

• Digitally (if needed) Create a digital version with clickable links. Ideal for remote participants.

Recordkeeping & Follow-Up

• Record date of delivery in the CRM or Participant Record.

• Note how the participant responded and any follow-up needed (e.g. “requested Easy Read version” or “wants more info on daily activities”).

• If delivered physically, take a photo (with consent) as confirmation.

• Keep digital copies of consent forms and onboarding materials.

Staff Training & Consistency

All team members involved in onboarding should be trained on:

• The purpose of Welcome Packs

• How to present the material professionally

• What not to say (to avoid breaching NDIS guidelines)

• How to tailor the pack based on participant needs (e.g. CALD background, low literacy)

Measuring Success

Track:

• Participant satisfaction ratings

• Repeat service usage

• Complaints and compliments

• Staff feedback on delivery process

Use this data to refine pack content and process every quarter.

Branding Considerations

• Use consistent colours, fonts, and tone across all materials.

• Include your logo and contact details on every item.

• Aim for friendly, human, non-corporate language.

This builds emotional connection and positions your brand as approachable and trustworthy.

Template Materials to Prepare

✅ Welcome Letter Template

✅ Participant Handbook (Plain English & Easy Read)

✅ Consent Form Pack

✅ Contact Sheet Template

✅ Participant Profile Template

✅ Feedback Form

✅ Promotional Flyers

✅ Supplier Order List for Branded Items

Final Checklist

Before issuing a Welcome Pack:

✅ All contents reviewed for accuracy and compliance

✅ Materials tailored to participant’s needs (language, format, etc.)

✅ Participant details confirmed (name spelling, preferred contact method)

✅ Consent forms ready (if not yet completed)

✅ CRM updated post-delivery

🧠 Final Thoughts

Success doesn’t come from ads alone. It comes from:

• Systems that nurture participants at all funding levels

• Ethical and scalable service delivery

• Prompt, human communication

• Compliance-driven growth strategies

• Relentless follow-up and metric tracking

“Treat every enquiry like it’s your biggest opportunity — because it might be.”

Implement this SOP thoroughly and your ads will not only bring leads — they’ll build a reputation that fills your pipeline long-term.