This resource provides support for both NDIS Participants and Support Coordinators.
Choosing Service Providers can be overwhelming. Some types of supports allow for choice like choosing a Support Worker company.
Others allow for very little choice and you have to grab it when you can get it, like therapies.
So, how do you go about choosing the right provider when you have more than one choice?
Tips when interviewing providers
- Do it at a time that suits you. You are the customer. Make sure you are relaxed and ready to meet them. Reschedule if something comes up.
- Write down the questions you are going to ask them. Have a checklist. [Print out our Checklist Template]
- You don't need to decide whether to hire them on the spot - don't feel pressured. You can let them know later or tomorrow.
- Do not ask YES and NO questions. Ask questions that require a more detailed answer so their answers are more detailed (see item 6 below).
- Bring someone with you. Even if its just for moral support.
Your Checklist When Choosing Providers
1. Are you NDIS registered?
This is important because if you are Agency Managed, you can only use NDIS Registered providers.
NDIS registered providers are answerable the NDIS Commission. They must follow the NDIS requirements of conduct, complaints, incident reporting, worker screening etc.
This means they are more likely to be aware of their responsibilities when supporting you.
2. Tell me about your company and how you came about?
Find out whether they have lived experience or what motivated them to support people with disability. This will give you some feel for their moral compass.
Not being able to answer this with a reason should be a red flag.
3. Can you provide support TODAY in my area
It's most important they have support available RIGHT NOW in your local area. Even if they have already said they do before the interview. Ask again.
If they don't have someone TODAY, find out when they will be available.
4. What are your hourly rates?
Yes, there is an NDIS Price List but this should be for guidance only. They don't have to charge the full rates.
5. What is your Cancellation Policy?
Although the NDIS has guidelines, they can make it whatever they want it to be in your service agreement.
How many days notice do I need to give? Do they charge 100% of fees?
6. When do you charge for Travel?
Find out if they always charge for travel or only after a certain distance.
7. Do you charge a minimum amount of hours
Most Providers will have a minimum of 3 hours, which makes sense as their Support Workers will need to travel to and from your place. You will need to know if it is more than 3 hours.
8. Tell me about your Support Workers that can ....
Fill in your specific needs here. For example:
- Speak Arabic
- Have experience with Autism
- Are transgender
They should be able to name their staff that can provide this support.
Don't ask them for a YES or NO answer. For example: Do you have staff that support autistic people? It will be too tempting to just answer 'Yes" (no one wants to say "No").
9. Finally check they have someone that can meet YOUR specific needs
Make a Checklist from most important to least important. [Print out our Checklist Template]
In other words, number 1 is an absolute 'deal breaker' and number 10 would be 'nice to have'.
We have created a Checklist template to help you.
10. What do you think is most important in the NDIS Code of Conduct?
This is a trick question. They get bonus points if they can answer.
Provider Checklist Template
Use our Provider Checklist template when you are choosing your next provider.
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