Supporting independence through personalised NDIS services

Start with your day, not a list of services

Service names can be confusing. It is often easier to start with an ordinary day and week. Walk through it from morning to night, and note where things go well and where you need help. It can help to do this with a family member, friend or advocate. Think about:

• Mornings: getting up, showering, dressing, breakfast and medication.
• Home: cooking, cleaning, laundry, shopping and the garden.
• Out and about: appointments, work, study, worship, sport or seeing people.
• People: who helps you now, and whether that is working for them and for you.
• Wishes: something you would like to do that you can't do right now.

Match parts of your day to types of support

Once you know where help is needed, you can look at which supports fit:

• Showering, dressing, eating or other self-care: personal care.
• Cleaning, laundry and other household jobs: domestic assistance.
• Getting to activities, appointments or work: transport.
• Hobbies, groups and time with friends: community participation.
• Finding providers and getting your plan working, if it is in your plan: support coordination. Heart for Care also provides other NDIS supports. You can choose any provider for those, and that choice won't affect your support coordination. Options outside Heart for Care are always offered, and any interest is disclosed.
• Where you live and who supports you there: our guide to the difference between SIL, STA and SDA.

What personalised support means in practice

Personalised support means the details fit you: the times, the tasks, the type of worker and how they communicate with you. Ask about suitability, funding and availability before choosing.

How your NDIS plan is set up

Your plan can have up to 4 support budgets. Each is made up of support categories that describe the kinds of supports in your plan.

• Core supports help with everyday tasks and getting involved in your community. Core funding is flexible across your core categories.
• Capacity Building supports build your skills and independence. This funding is stated, so it can only buy the supports described in each category.
• Capital supports pay for things like high-cost assistive technology and home or vehicle modifications.
• Recurring supports are for transport funding, if you can't travel or use public transport independently.

What your funding can be used for

You can only use your funding for NDIS supports that relate to your disability and are in line with your plan. Your plan can be self-managed, plan-managed, NDIA-managed or a mix. You choose your providers and supports, even if someone else pays your invoices. Learn more on our NDIS information page.

How to use your NDIS plan, step by step

These steps help you get your plan working and keep it on track:

• Go to your plan implementation meeting. The NDIA offers one with every new plan.
• Check your budgets in the my NDIS app or portal.
• Choose your providers. The choice is yours, and you can change at any time. See how to change your NDIS provider.
• Make a service agreement with each provider, so you both know what has been agreed.
• Keep an eye on spending. The NDIA says this is your responsibility, even if someone else pays your invoices.
• Keep your records. The government's reform timeline says participants and plan managers now need to keep records about NDIS claims for 3 years. If you self-manage, the NDIA's self-management guide says to keep records for at least 5 years.

Unspent funds from February 2027

One more change is planned. From 1 February 2027, when a plan reaches its scheduled reassessment date, a renewed plan will be created. Unspent funds from the old plan will not carry over.

Writing NDIS goals that sound like you

Goals are the things you want to work towards. The NDIS says the goals you set are up to you. You must have at least one, and they should be simple and clear.

Common goal areas include building your skills, working or studying, social and recreation activities, and friendships or family. Write goals in your own words. For example:

• I want to get ready in the morning with less help, so I can leave home on time.
• I want a clean, calm home that I can keep up with each week.
• I want to get to my sport every Saturday.

Goals, funding and changes

Setting more or bigger goals doesn't mean more funding. The NDIA funds supports that are reasonable and necessary, and your goals are one part of that decision.

If your goals change, the NDIA can update them through a plan variation, without a new plan. Call the NDIA on 1800 800 110 or talk to your my NDIS contact.

Keep your choices involved

You can ask questions before you agree to anything, and ask someone you trust to read the service agreement with you. Useful questions for any provider include:

• What would support look like on a typical day for me?
• How do you match workers?
• What does it cost, and what happens if I need to cancel?
• How do I change times, tasks or workers?
• How do I give feedback or make a complaint?

Talking with Heart for Care

Before support starts, you complete an intake form and sign a written service agreement. We complete a risk assessment and a support plan with you, and match workers to your needs and preferences. Supports and plans are reviewed regularly and when your needs change. You can give feedback or complain to us, and you can contact the NDIS Quality and Safeguards Commission.