Frequently Asked Questions

NDIS FAQ

  • See your current plan and previous plans.
  • Check your contact details.
  • See messages from the NDIS.
  • Create and view payment requests.
  • Create and manage service bookings.
  • Upload documents, including assessments or service agreements.
  • Share your plan, or parts of your plan, with your service providers.
  • Find service providers.
  • You will need a myGov account to sign in to myplace. Visit myGov to find out how to create your myGov account.
  • If you already have a myGov account for other government services, such as Medicare, the Australian Taxation Office or Centrelink. you can use the same myGov account for the NDIS.
  • You will be given an activation code to use the first time you access the myplace portal. It is important that you access myplace as soon as possible after you receive your activation code, as the code will expire within 10 days.
  • If you need an activation code, or your activation code has expired, you can get another one by calling the NDIA on 1800 800 110 or contacting your ECEI Coordinator or LAC.

If self-managed participants need support using the portal there are resources available below or you can call 1800 800 110

Microsoft Edge, Chrome, Safari, and Firefox are the most compatible with the myplace portal. Download one of these browsers so you can use all the functionality of myplace.

A Service Agreement is an agreement between a participant and a provider (usually written), it sets out the expectations for what types of services will be delivered. They do not appear in the myplace portal.

Service Bookings are like a request for a service. Service Bookings are used to reserve a plan budget for products or services to be delivered by a provider and are required so a provider can request payment in the myplace portal. 

Participants should check their plan and Service Booking information and contact their local NDIS office if the information looks incorrect. The NDIA will then update the information on your behalf.

Support coordination is included in a plan if it is reasonable and necessary for the individual. Some people may have Support Coordination funded in their NDIS plan. A Support Coordinator is generally funded to strengthen a participant’s ability to connect to and coordinate with a range of more complex informal, mainstream and funded supports. They coordinate services from a range of suppliers or providers, address service delivery issues and develop the capacity and resilience of their support network. Support Coordination is usually funded for people with high needs or increased complexities. However, some Participants may also get Support Coordination funded in their plan if there is no LAC or ECIS available in the local area (for example a remote or very remote region in Australia). A Local Area Coordinator works for the NDIA and undertakes planning functions, connects people with disability to the NDIS and to the community.

Support Coordination FAQ

The NDIS describes Support Connection as providing assistance for participants to implement their plan by strengthening the ability to connect with the broader systems of supports and understand the purpose of the funded supports and participant in the community. Support Connection will assist a participant to understand the aspects of the plan, assisting in ongoing management of supports, and answer questions as they arise. Support Connection will increase a participant’s capacity to maintain support relationships, resolve service delivery issues, and to participate independently in NDIA processes.

This support will assist you to build the skills you need to understand, implement and use your plan. A support coordinator will work with you to ensure a mix of supports are used to increase your capacity to maintain relationships, manage service delivery tasks, live more independently and be included in your community.

This is a higher level of support coordination. It is for people whose situations are more complex and who need specialist support. A specialist Support Coordinator will assist you to manage challenges in your support environment and ensuring consistent delivery of service.

Once you have locked in Support Coordination, you need to know what you can expect from your Support Coordinator. They should:

  • be registered providers
  • contact you as soon as possible after the handover with the planner, ideally within two days and meet with you within the next five days
  • understand the role of the mainstream service system
  • understand the NDIS legislation and rules
  • understand the NDIS Price Guide and flexibility within budgets
  • manage any perceived or real conflict of interest (for example, if they are coordinating your supports, they usually will not also be providing you all your supports, they should help you to get supports from other providers if they are available. There are some exceptions when there are not sufficient other providers available or where the Participant’s support needs are very specialised).)
  • Work with you and develop reports on your progress towards goals, which they need to provide to the NDIA.

Support coordinators, like the LACs, are busy people! With this mind, there are some things Support Coordinators do not do. Support Coordinators do not:

  • make judgements about the adequacy of the plan
  • make requests to NDIA for unscheduled plan reviews
  • provide transport for participants
  • undertake plan administration or plan management
  • organise support rostering
  • undertake advocacy
  • provide disability supports (except under special circumstances)

There are rules about how Support Coordination is supposed to work, which are part of the legislation for the NDIS.

First you need to ask your Local Area Coordinator or NDIA Planner for Support Coordination to be included in your plan.

Not everyone will receive Support Coordination. Your initial access request and the answers you provide in the discussion with the LAC will also inform whether you receive Support Coordination. Your level of functioning and whether there are complex issues involved are also taken into account. 

Once your NDIS plan is approved, and if it includes Support Coordination, then the NDIA planner makes a request to your preferred Support Coordinator organisations. These organisations will also receive details of your plan and what supports they will need to assist with and coordinate. They do not have to agree to provide Support Coordination to you, but if they accept, then a plan handover is arranged between the planner and support coordinator.

Recovery Coaching FAQ

Forward Focused operates within a strength based, psychosocial, rehabilitation framework, with a focus on supports that are recovery focused, strengths based and that are culturally appropriate.

We support our clients to achieve SMART goals in areas of their life that meet your needs. To provide a basis that supports individual recovery planning Forward Focused uses the Outcomes Star (the Star) as one of its main tools to develop an Individual Recovery Plan.

The Star is an evidence based tool that supports to prompt discussion to  identify your strengths, what areas would make most difference to you, develop SMART goals that identify how you can achieve these. It allows you and your Mental Health Recovery Worker to measure distance travelled towards the goals you have set, rather than just whether or not the goal has been achieved.

  • Specific – How, with who, when and where
  • Measurable – evidence of goals being achieved
  • Achievable – resources, skills, time
  • Realistic – resources, sustainable, barriers
  • Time-bound – due or end date, review dates Types of disorders.

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Founder Vida with NDIS participant discussing NDIS plan