The switch to Provider and Participant Digital Access to Core Supports (PACE) software means that NDIS providers will have to use a new portal for accessing participants’ plans, uploading claims and more.

With PACE software still in the testing stage, it’s no surprise that many providers have questions about how to use it. Our guide will break down what you need to know, from exactly what PACE software will do to how your business can prepare for the transition.

Understanding PACE Software

PACE is the NDIA’s new customer relationship management system. The NDIA is launching PACE software to ensure payments are made quickly, reduce providers’ administrative workload, create opportunities for business growth, and facilitate more meaningful connections between providers and participants.

The key features and benefits of the new PACE software include:

New Portals for Providers and Participants

• The NDIS Provider Portal will replace PRODA

• These new portals facilitate improved communication, e.g. participants can nominate providers as “My Provider”, allowing for streamlined information-sharing

• Providers will have access to greater information about participants’ plans, such as their budget

Updates to the Support Catalogue

• A new support type, Recurring, has been introduced

• Five support categories have been renamed for greater clarity, e.g. Support Coordination has become Support Coordination and Psychosocial Recovery Coaches

• Five additional support categories have been introduced: Home and Living, Recurring  Transport, Behaviour Supports, Specialised Disability Accommodation (SDA) and Assistive Technology Repairs and Rental

Simplified Claiming and Payments

• It’s a faster billing system, with validated claims typically processed and paid within two to three days 

• Providers can only claim in bulk for improved efficiency

Compliance and Processes

• Support bookings are no longer required

• Longer plan durations will become the norm; PACE has functionality for perpetual plans, although this feature is currently not enabled

• There’s a greater focus on plan implementation and monitoring, including NDIA scheduled and unscheduled check-ins with participants

The new NDIS Provider Portal is designed to simplify processes, improve accessibility and enhance communication and coordination. The NDIA stresses that there are no fundamental changes to the way the NDIS operates. As such, PACE should integrate with many of your existing systems and processes.

Exploring the Transition to PACE

PACE software is currently in use in Tasmania, and the NDIA is expected to roll it out across Australia in late 2023 at the earliest. The exact timeline hasn’t yet been announced, but preparations are ramping up.

The NDIA is running live information sessions throughout the spring and summer of 2023. Signing up is free and highly recommended, as these sessions will contain the most up-to-date information about PACE software. You can also download the PACE technical documentation for providers at the bottom of this page. 

While the NDIS has also published video tutorials, most of these were filmed in 2022 ahead of the Tasmania trial. Some of them are no longer accurate, so be sure to attend an info session for current updates. 

As PACE is still in the testing stage, many details are either unknown or liable to change. For example, a participant’s “My Provider” was originally called a participant-endorsed provider. So, keep an eye out for further updates via the NDIA newsletter and other official channels. 

PACE: All You Need to Know as an NDIS Provider

We can expect more information on how to use PACE in the coming months, ahead of its nationwide launch. 

In the meantime, NDIS providers can take steps to prepare for the switchover. PACE software has the potential to dramatically improve service delivery efficiency. However, to maximise its impact, you’ll want to take the following steps:

Understand the New Support Item Groupings

Although we’re getting a new support type and five additional support categories, there are no new support items. Instead, existing support services have been regrouped. This means your existing clients’ support services may need recategorising. 

As of July 2023, the NDIS website has not been updated to reflect the new groupings. However, you can find out more from 2:42 onwards in this tutorial video.

Prepare for the New Systems

Ahead of the transition, you should also confirm that your NDIS software enables bulk claims and will be updated with the new support types and categories. This will help you avoid invoicing errors, such as assigning the wrong category for a specific support item.

Support Your Participants

Be prepared to support your participants in using PACE to manage their services. This will help you access the information you need about their plan and be paid faster. 

For example, until a participant nominates you as their provider, your payment claims will need to be manually validated. This means the NDIA will send an SMS to the participant requesting a phone call before they will process your claim.

Validation can be time-consuming and frustrating for participants and providers alike. However, once you’re nominated as a participant’s provider, validation won’t be required and you’ll receive prompt payment for your services.

Preparing for a Hiccup-Free Transition to PACE 

The transition to PACE software should help NDIS providers streamline their service delivery, spend less time on administrative tasks and improve their cash flow. 

While there are still plenty of unknowns, providers can prepare for the switchover by attending free information sessions and ensuring that their care management software integrates with the NDIS support catalogue. 

ShiftCare’s NDIS software helps you stay up to date with the latest NDIS requirements, from pricing limits to support codes and audit preparation. Discover how NDIS-ready software can enable you to stay compliant and operate more efficiently with a ShiftCare free trial.