The National Disability Insurance Agency (NDIA) has introduced PACE, a new computer system, aimed at improving the experience for NDIS participants, service providers, and support coordinators. Launched at the end of 2023, PACE has brought significant changes, including new support types, updated payment processing, and a new provider portal. These updates are designed to streamline operations and enhance service delivery, but they have also led to some confusion among providers and participants.

As we transition into 2024, understanding PACE is essential for NDIS providers and coordinators. This article aims to answer common questions about PACE, helping you navigate the changes smoothly. We'll cover what PACE is, the key modifications to support types and categories, changes in payment processes, and how to use the new ‘My NDIS’ provider portal effectively.

By getting familiar with PACE, you can ensure that you continue providing the best support and services to NDIS participants. Let's dive into the specifics of this new system to better understand its impact and how to adjust to these updates seamlessly.

What is PACE and How Does It Impact NDIS Providers?

PACE is the NDIA’s latest computer system, introduced to replace the older version. Think of it as upgrading to a faster, more efficient computer. PACE is designed to streamline processes for both participants and providers, ensuring faster transactions and better management of NDIS plans.

For NDIS providers, PACE means several operational changes. First, all new plans and plan renewals from February 2024 will be on this system. This brings in new support types and categories, ensuring that the offerings are more tailored to participants’ needs. Additionally, service bookings will be removed, making the coordination process simpler.

PACE also introduces the 'My NDIS' provider portal—a new, more user-friendly interface for providers. This portal allows providers to access participant information more easily, but only with the participant's consent. Another key feature of PACE is its impact on payment processes, transitioning from individual claims to bulk uploads for more efficient transaction management.

Key Changes with PACE: New Support Types and Categories

PACE brings several key updates to NDIS support types and categories, aiming to make services more specific and beneficial for participants. Here are some of the major changes:

1. New Support Type: Recurring Transport

- This new type joins the existing Core, Capacity, and Capital supports. It is a self-managed category tailored for regular transport payments, making it easier for participants to manage their transport needs.

2. Five New Categories Introduced

- Core Supports:

- Home and Living.

- Young People in Residential Aged Care (YPIRAC), which is an NDIA-managed category.

- Capital Supports:

- Assistive Technology, Maintenance, Repair, and Replacement.

- Specialised Disability Accommodation (SDA).

- Capacity Building:

- Behaviour Supports.

3. Updated Category Names Under Capacity Building

- Support Coordination is now Support Coordination and Psychosocial Recovery Coach.

- Improved Relationships is now simply Relationships.

- Improved Health and Wellbeing has been shortened to Health and Wellbeing.

- Improved Learning is now Lifelong Learning.

- Improved Life Choices is now called Choice and Control.

There are also new annual participant check-ins, and optional meetings to help participants implement and optimise their plans. These changes, while significant, aim to offer a more streamlined and user-friendly experience for both participants and providers.

Payment Processes and Endorsement Requirements in PACE

With PACE in place, the payment processes for providers have changed. For plan-managed participants, payments will continue as long as the preferred plan manager is endorsed. This ensures a smooth transaction without delays. For agency-managed participants, endorsement is crucial. Providers must be listed and endorsed to avoid any payment delays. If a provider is not listed, the NDIA will attempt to confirm with the participant via SMS, which can cause delays if the participant doesn't respond.

Changes to Payment Claims:

1. Bulk Uploads:

- Individual claims are being replaced by bulk uploads. This transition aims to reduce the transactional load for providers.

- All claims should be made using the Bulk Payment Request template, which needs to be submitted through the 'myplace' portal.

2. Endorsement Process:

- Participants must endorse their providers for payments. This is done when a participant signs up with a provider or starts a new plan.

The endorsement requirement varies with the type of participant management:

- Agency-Managed: Every provider needs endorsement.

- Plan-Managed: Only the plan manager needs endorsement.

- Self-Managed: Endorsement is generally not required, except for specific services like specialist disability accommodation or behaviour support.

Understanding the New ‘My NDIS’ Provider Portal

The new ‘My NDIS’ provider portal replaces the old "myplace" portal for participants on PACE. This portal improves user experience and data access for providers while ensuring participant confidentiality.

Features of ‘My NDIS’ Provider Portal:

1. Enhanced Access:

- Providers can view participant information, including goals and nominee details, with participant consent.

- Plan managers have access to the parts of a plan they are managing.

2. Participant Consent:

- Before accessing any participant information, providers need participant consent, ensuring a secure and transparent process.

3. Error Notifications:

- Providers will receive error messages when submitting single claims for participants on PACE, prompting them to use the bulk upload method instead.

Steps to Identify PACE Participants:

- Providers will see an error message when submitting single claim payment requests if the participant is on PACE.

- Existing service bookings will be end-dated in the 'myplace' portal, indicating a transition to PACE.

- New service bookings will not be possible under 'myplace' for these participants.

Conclusion

The new PACE system marks a significant shift for NDIS providers, aiming to streamline processes and improve service delivery. Understanding the changes in support types, payment processes, and the new 'My NDIS' provider portal is essential for seamless operations. PACE brings more specific support categories, simplifying the claiming process through bulk uploads, and enhancing user experience with a better portal system.

For NDIS providers, staying compliant with endorsement requirements is crucial for smooth payment transactions. The workshops, resources, and support offered by the NDIA will become invaluable as we navigate these changes.

At Kismet, we are here to guide you through these updates. If you need help understanding PACE or have questions about endorsement and payment processes, reach out to Kismet today. We are committed to helping you provide the best for NDIS participants and ensuring your operations run smoothly.