Changes in a client’s life may require adjustments to their current plan. This process involves completing a change of details or change of circumstances form, either by the client/nominee or an authorised representative like a support coordinator.
In the NDIS space, one of the major concerns continually raised by Support Coordinators and participants, is the length of time the NDIS is taking to rectify or even acknowledge reported changes.
We hear throughout the sector that waiting periods of 4, 6, 8 months or even longer for outcomes. This delay raises concerns for your customers, especially when participants are left without funding.
Apart from ringing the NDIS daily, trudging to your local LAC office or camping outside Bill Shortens office (who is retiring as Minister in the coming months), your patience will be tested.
Key points to understand:
The NDIS has placed greater responsibility on support coordinators and providers to assist participants in managing their funding. While it's part of the role to build participants’ capacity to manage their budgets, circumstances like behavioural escalations and physical decline happen without warning.
In the last twelve months there has seen a greater amount of criticism from the NDIS regarding overspending.
One of the most significant shifts coming to the NDIS is the introduction of fixed yearly budgets.
The NDIS already has an internal Budget Management Support Team overseeing spending to ensure participants do not exceed or significantly underspend their budgets. These oversight measures are expected to become more stringent with the new legislation.
Dealing with the current climate: What You Can Do?
Escalation Strategies: When approaching the NDIS for an escalation, it’s vital to highlight the risk to the participant. Stressing the negative outcomes that could arise from delays may increase the likelihood of furthering your customers changes.
Formal Complaint: Making a formal complaint can have its advantages: the NDIS must respond to complaints within a specified time frame, so you may hear from a representative investigating the complaint sooner rather than later. It’s a last resort tactic, but it can push results, especially if the matter is critical for your customer.
Visiting an office: Spending forty minutes of your customers budget on a call that ends up being unsatisfactory is not worth it. Many coordinators will tell you of their frustrations on the wait times for picking up the call to the customer service representative not having a great knowledge base. If you can get into an office, it is time better spent.
Apart from funds not meeting the needs of your customers, there may be several other reasons you would lodge a change in situation form:
Contact details: If the client’s phone number, email, or other contact details change.
Disability Diagnosis: If the client receives a new or updated disability diagnosis.
Informal Supports: Changes to the informal support network around the client, such as family or friends who assist them.
Living Situation: Moving house, transitioning to different care arrangements, or other living condition changes.
Employment: Starting a new job, or changes in the type or level of support required at work.
Overseas Travel: Moving overseas or extended travel abroad.
Compensation: Receiving compensation related to an accident or illness connected to the client’s disability.
All the above may impact your customer and the NDIS should be notified, how this pans out and what level depends on the complexity or simplicity of your customers situational change.
Accessing the Change of Circumstance Form
Clients or their representatives can find the change of circumstances form on the NDIS website here NDIS Change in Circumstance Guidance and Form
So, what kind of changes does your customer need?
Plan Variation vs. Plan Reassessment
When submitting a change of circumstance form, the client has the option to request either a plan variation or a plan reassessment:
Plan Variation: Modifies the existing NDIS plan to accommodate the client’s updated needs without a complete overhaul of the plan.
Plan Reassessment: A thorough review of the client’s situation, resulting in the creation of an entirely new NDIS plan.
Some tips on completing the Change in Situation Form:
Provide the Right Evidence
The evidence provided is essential to the success of the request. Insufficient or outdated information can lead to delays or the NDIS closing the file on the changes. (this really does happen) When submitting evidence, ensure that it:
Is current and reflects the client’s present situation.
Is provided by a qualified health professional who is currently working with your customer.
Affirms the client’s disability, specifying how it affects various aspects of their life.
Outlines past barriers that your customer has encountered.
Align the Request with the Client’s Goals
NDIS plans are heavily focused on the client’s goals, which are central to the scheme’s philosophy. These goals help the NDIS determine what supports are needed to assist the client in achieving their aims. When submitting a change of circumstance request, it is helpful to frame the request around these goals. This ensures that the NDIA understands how the updated plan will support the client in achieving their goals.
Be Clear and Objective
While emotions can be persuasive, showing frustration in your writing doesn’t help your cause. Focus on the facts of your customers changed circumstances and their support needs. Using clear and simple language will help convey the message effectively.
Accentuate What is Reasonable and Necessary
The NDIA evaluates most decisions against the standard of what is "reasonable and necessary" for participants. When completing the form, ensure that the changes being requested are framed in this context. This is where you can shine and highlight the NDIS flops, use the NDIS legislation to your advantage, quote it back to them.
Just remember that funds mismanagement, wherever it comes from – your customer, a provider or your own oversight, the NDIS is less likely to help your customer out. Your changes MUST be valid and justified.
This is why monitoring and communication between all stakeholders is vital in keeping your customers safe and thriving.
But when it is extremely necessary be prepared to put on that suit of armour, take up the sword, dig in and fight for what your customer needs
We wish you well, as always
The Lama Care Team
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