Resources for participants and support coordinators

Support coordination and plan management are services that help individuals put their NDIS plan into action - but do so in different ways.

A support coordinator helps you understand your plan and connects you with the right people and services to achieve your goals.

A plan manager handles the financial aspects of your plan, such as organising payments, processing invoices and managing your budget.

As they are completely different services, if you select nib Thrive for both support coordination and plan management, we will manage these services separately.

Here is how it works:

1. We submit claims to the NDIS for payment, usually within three days if:
   - The support and funds are available in the plan
   - The service falls under a plan-managed area
   - The claim is authorised.
   

2. The NDIS reviews the claim, usually within three days
   

3. When the NDIS approves the claim and we receive the funds, we aim to pay the provider the following business day.

A service agreement is a written agreement between an NDIS participant and their provider. It outlines what supports will be delivered, how often, how much they will cost and how the services will be provided.

Creating and signing a service agreement before support begins helps make sure everyone is clear on their responsibilities. It can also help prevent or resolve any issues that may come up during the service.

You can find more information about service agreements on the NDIS website.

The NDIS funds services, equipment and items related to your disability if they are considered reasonable and necessary and appear on the list of approved supports. Some things, like everyday living expenses, are not covered. To learn more about what can and can’t be funded and what makes a support reasonable and necessary, use our help guide.

Yes, you can request changes to your NDIS plan if your circumstances, goals or support needs have changed. This process is called a plan reassessment (previously known as a plan review). You can also ask for a plan variation for smaller changes without needing a full reassessment. Changes may include adjustments to funding, supports or goals. nib Thrive are unable to facilitate these changes on your behalf. For more details or to request changes, visit the official NDIS website.

We are committed to protecting your personal information in line with relevant privacy laws. We have a clear privacy policy outlining how your data is collected, used and securely stored. If you want to access your personal information, to correct it or to make a complaint about privacy, email us at privacyofficer@nib.com.au or call us on 1800 999 333.

If you want to refer someone you know to nib Thrive, you can complete our online referral form.

Support coordinators, providers and participants use the nib Thrive Portal to:

• Submit and track invoices

• Manage participant budgets

• Process claims

• Pay invoices for supports.

If you have not used the portal before, you can access our help and support topics.   

No, participants can only have one plan manager at a time, as that plan manager is responsible for managing and paying all invoices from your NDIS funding.  

Support coordinators can work with participants who use different plan managers, as their role is focused on connecting you to services, not managing funds.