PACE NATIONAL EXPANSION FROM 30 OCT 2023
DIA understands that the NDIA will in the coming days announce their intention to commence the PACE NATIONAL EXPANSION FROM 30 OCT 2023.
The NDIA have been developing a new CRM system based on Salesforce that they call “PACE”. The intention is that PACE will replace the current SAP based CRM system which we know has been far from ideal.
Whilst DIA supports the introduction of a new NDIA system, let’s be honest the current system is horrendous and does not befit a scheme of the scale or complexity as the NDIS, there are risks and DIA like many in the sector are very nervous given the risks.
DIA understands that all
– New participants to the Scheme in across Australia will receive their first plan in the PACE system from 30 October 2023.
– Existing NDIS participants across Australia will be migrated to the PACE system at the point of their natural / currently timed plan reassessment (plan review) from 30 October 2023.
Whilst the NDIA have pushed back the national rollout by a month, many providers remained significantly concerned about the risks of expanding PACE with limited time for providers to adequately be prepared for this significant system change.
DIA has previously discussed the rollout of PACE in Tasmania here.
DIA understands that one element which is not changing during the “Test / Pilot” is that payment claims will remain through the myplace portal.
DIA also understands the current line-item codes will remain in place and will be “mapped” to the new Categories used in PACE in the background. On the one hand this is welcome as it reduces the need for providers to alter business systems to calibrate to new codes but also a leap of faith that the “mapping” will work seamlessly and flow correctly back to participants budgets.
One disappointing element of the “Test / Pilot” is the removal of the single claim functionality for transitioned and new participants in the myplace portal. During discussions between DIA and the NDIA, the Agency acknowledged the use and functionality of single claims but indicated that it is not the intention to reinstate this functionality in the new environment. As such all claims will need to be made via the Bulk Upload process.
Plan Manager and Participant Connection and Switching
In PACE Service Bookings are no longer and have been replaced by a “Participant Endorsed Provider” process. Essentially this process requires the Participant to notify the NDIA of their endorsed providers who will then be able to claim for the supports they deliver.
Changes to endorsed providers will be handled via the NCC (more on this later). Current providers with Service Bookings will be automatically rolled over to be endorsed providers, except for Plan Mangers! The participant will need to specify, via the NDIA, their plan management provider so they can act as the participants plan manager i.e. see budget details, claim as the plan manager on behalf of the participant and claim the (one-off) establishment fee and ongoing monthly fee.
Although there had been rumours swirling that Plan Managers and participants would be connected via an RFS process, this has been ruled out by the NDIA and is not in their plans for future releases.
This means that participants can endorse a plan manager at the planning stage or at any time during the course of their plan by calling the NDIA NCC.
The NDIA were less than committal on any guideline or documentation updates available to planners to facilitate the endorsement of a participant’s plan manger in the PACE environment.
The NDIA have outlined that participants can change / update their endorsed providers at anytime via the National Call Centre and this would take effect real-time. Endorsed providers would only be able to claim up to the date at which they were endorsed by the participant to deliver the support.
What isn’t clear is when a participant changes plan management providers where the former plan manger ceases and the new plan manager starts in relation to the responsibility of making claims on behalf of the participant.
The NDIA couldn’t provide DIA with a definitive answer as to whether this would occur on the date the participant makes the change, the invoice date or the support delivery date. This uncertainty raised the question of liability and compliance which the NDIA could obviously not answer.
Also, although unclear of where responsibility actually lies, the NDIA have stated that the previous plan manager would be able to claim against the participant plan for a period of 30 days after the participant has notified the NDIA of the change. There is a very real possibility that a participant could have two plan managers claiming against their budget with the “new” plan manager effectively blind for 30 days on any potential legacy claims, a difficult position to be in considering the compliance requirements placed on plan managers.
DIA has sort clarification from the NDIA on this important detail and will work with the NDIA to close this policy gap and requested that any compliance activities stemming from such a changeover situation to be paused whilst this policy issue is rectified.
Non-Registered Support Coordinators
Tasmanian Non-Registered Support Coordinators will need to create a PRODA account so that a participant can nominate them in the new Request for Service (RFS) process, which will now include non-registered support coordinators.
The NDIA have outlined a process of SMS notification to participants and or nominees which will be “gradually” implemented during the Test / Pilot in Tasmania.
Unregistered Support Coordinators will need to have a PRODA account so that participants can identify them through the RFS process. The NDIA have indicated that Support Coordinators without a PRODA account that a participant wished to nominated through the RFS process will be flagged and followed-up for setup.
This remains to be seen in practice, and DIA recommends all our Non-Registered members to be proactive and set up a PRODA account now. As a member if you require support to do this please contact DIA and we will support you to connect with the NDIA to set up a PRODA account.
What happens if it all goes wrong (see the NDIA’s 2016 CRM launch)
The NDIA have indicated that they have a range of contingencies from micro individual interactions to a full pause / wind back of the Test / Pilot.
Again, we don’t have any visual confirmation (Guide, FAQ’s etc) of these contingencies so we will see the effectiveness of the Agency’s preparedness when issues arise.
Issues are to be reported as they are now, via the NCC or Payments with the NDIA saying that these areas have been sufficiently “trained up” on the release of PACE.
This will be closely monitored by DIA and we will work with the NDIA to resolve issues quickly.
Two systems running at the same time
A downside to a slower release structure is that two systems will be “live” at the same time – PACE and current SAP System.
As PACE rolls out providers will be forced to engage with two different systems, an issue and inefficiency for organisations with national or multiple state reach. Employees of providers will need to be proficient at dual systems with limited learning and development opportunities before going live on the 30 October 2023.
NDIA force sector to absorb development and implementation costs
Considering the price freezes, for the forth financial year in a row for Plan Managers and Support Coordinators, along with the requirement for Plan Managers and Support Coordinators to opperate peak efficiency to be viable, how the NDIA expects transition costs to be absorb by providers remains unanswered by the NDIA.
Many DIA members have reported that they feel like the implementation of PACE is being rushed which will result in the front-line intermediary support providers, once again, bearing the brunt of such change.
Resources and Information
The NDIA has develope a new website containing everything PACE. It can be accessed here: We’re introducing a new computer system and improving the way we work | NDIS Improvements
This site homes all of the content appropriate for participants and providers. All content within the site is appropriate for use nationally.
On page content
The site homes 20 different landing pages as follows:
Each landing page has a number of subpages within it.
The following pages are subpages can be accessed from the landing pages above:
|Claims and payments||Microsite subpage|
|Provider tools and resources||Microsite subpage|
|Checking your identity||Microsite subpage|
|Children younger than 9||Microsite subpage|
|Consent for providers to see your plan||Microsite subpage|
|Frequently asked questions for participants||Microsite subpage|
|How we develop your plan||Microsite subpage|
|How we make decisions||Microsite subpage|
|Manage your plan||Microsite subpage|
|New system improvements||Microsite subpage|
|Participant consent viewing plans||Microsite subpage|
|Participant-endorsed providers||Microsite subpage|
|Participant-endorsed providers||Microsite subpage|
|Paying for your supports||Microsite subpage|
|People with disability aged over 9||Microsite subpage|
|Plan managers||Microsite subpage|
|Support catalogue||Microsite subpage|
|Support coordinators and psychosocial recovery coaches||Microsite subpage|
Within landing and subpages there are a number of resources, documents or guidance material.
This guidance material takes different forms- guidance information, resource materials, information packs, videos, and journey maps.
Some of this material has been newly developed for the purpose of the 3P roll out. Some of it is updated from previously developed content.
At the NDIA supporting documents are often created in both PDF and word documents. For the purpose of this document we have only included links for PDF versions of each document.
Please note, even though there are changes to the material that support process changes- there are no changes to how decisions are being made.
Newly developed material
The material listed below is previously existing content that has been updated to reflect any changes to systems and processes as a result of 3P national roll out :
The material listed below is previously developed material located on the microsite but has no changes as a result of PACE.
|Supporting document||Type||Page you can find it|
|Bulk Payment Request template (CSV 1KB)||Template||> Claims and payments|
|Bulk Payment Request self-help guide (DOCX 2.2MB).||Guide||> Claims and payments|
|How to make a bulk payment request||Video||> Claims and payments|
|Product catalogue settings PDF||Resource||Support catalog|
NDIA Face to Face PACE Sessions
You can book for these sessions directly from the below links. Alternatively, we expect these to be available shortly on the NDIS website at: Latest events | NDIS
All DIA members will be supported and should you run into any issues during the introduction of the PACE System please reach out to us (firstname.lastname@example.org) for support.
DIA is a members-based organisation. We are only able to do the work that we do because of the ongoing support of our members. Thank you to all DIA members that continue to support the work we do. If your a provider delivering Support Coordination or Plan Management are not yet a member, you should consider joining.