Choosing an NDIS plan manager is a personal decision. The plan management provider that suits you best will depend on factors like how much support you want, how you like to communicate and what matters most to you.
If you need a plan manager and are wondering “which plan manager should I use?” you’re in the right place. This guide walks you through what questions to ask when you’re looking for a good plan manager.
The first step is to understand the role plan managers can play in the lives of people who access the NDIS. To learn more about what a plan manager does you can read ‘What is NDIS plan management?’.
Finding a plan manager that’s right for you.
Whether you’re new to the NDIS or you need a new plan manager, it helps to know what kind of support you’re after before you start comparing plan managers. What support do you need the most?
- Light touch: You want your invoices paid and budget tracked with minimal contact
- Admin support: You’re comfortable managing your supports but want help with the paperwork
- Invoice payments: Your priority is a reliable, fast payment service
- NDIS expertise: You want guidance on what you can and can’t claim and help making sense of your plan.
Some people might say all of the above! Once you know what you need, it’s easier to ask the right questions and find an NDIS plan manager that ticks all your boxes.
What should I look for in a good plan manager?
Finding a plan manager can feel a bit confusing at first, because on paper they all do the same core job. However, not all plan managers are the same. While all plan managers take care of the basics, like paying invoices and managing claims, how they operate and how much support they provide varies across providers.
Here are some factors to consider.
Invoicing and payment speed.
Ask about the turnaround time for invoicing and payments. Consider how fast you want invoices paid. Fast payment of invoices keeps your providers happy and your supports running smoothly. You may also want to check whether the plan manager allows you to approve invoices before they are submitted to the NDIS, or whether invoices can be submitted without your approval.
Communication.
Many people prefer to talk to a person when they need help. Consider if you want a dedicated contact person or a team of people so there is always someone to talk to when you need help. Check whether the plan manager can work with your communication needs, whether that’s phone, email or online chat. Do they offer a translation service?
Seamless onboarding.
Signing up for or switching plan managers should be seamless and straightforward to avoid any service disruptions. Find out:
- How long it takes to sign up
- What you need to do
- What you need from your old plan manager.
Budget tracking.
The right plan manager will have tools that can make tracking your budget easier. For example, Leap in! Members can access a user-friendly app so you can see your real-time budget balances and receive alerts if you’re at risk of over- or under-spending.
Service expectations.
Find out how quickly phone calls are answered and ask about response times for emails. What are the options for contacting your plan manager if you have questions? Is online chat available? Some plan managers may also offer online resources that you can access 24/7.
Good to know. The Leap in! Knowledge Centre is free for anyone to use!
NDIS knowledge.
A good plan manager will have extensive NDIS knowledge and understand the latest changes to help you stay up-to-date. They should also be able to explain complicated rules in a way that you can understand.
Find out:
- Can they explain whether an expense is likely to meet NDIS rules?
- How can they help you understand your budget and the NDIS rules about spending?
This expertise can help you understand your budget and avoid costly mistakes.
Questions to ask when searching for a plan manager.
This checklist covers some of the questions you can ask when you’re comparing differences between plan managers. Just fill in the details for other plan managers on your shortlist.
| Questions | Leap in! | Plan Manager name |
|---|---|---|
| How quickly do you usually pay invoices? | 95% of compliant invoices are processed within one business day. | |
| How do I check my remaining budget? | The Leap in! app gives you 24/7 access to your real-time budget balance. | |
| Do you offer phone support? | Yes! Office hours are Monday - Friday 9am to 5pm AEST. | |
| Do your plan managers know what it’s like to be on the NDIS? | More than 65% of the Leap in! team has lived experience of disability. | |
| Do you have an app for tracking if I’m underspending or overspending and approving invoices? | Our Members love our award winning app where you can find out if your spending is on track for each budget category, approve invoices and more. | |
| What is the process for changing from my current plan manager? | Leap in! makes it easy and can walk you through the process - step by step. We handle the transition and unpaid invoices so there are no disruption to your services | |
| What happens if I need help understanding whether something can be claimed? | Check our Knowledge Centre 24/7 or speak to your Leap in! plan manager for personalised advice. |
If you’re still unsure, check out our tips for choosing the best NDIS plan manager.
Does size matter when I’m looking for a plan manager?
Focus on the quality of the service itself and finding a plan manager that meets your needs rather than the size of the organisation. Excellent communication, efficient systems and knowledgeable staff can be found across providers of all sizes.
Where to find NDIS plan manager recommendations.
Recommendations from people you trust are a good starting point but remember everyone has unique preferences and needs.
- Support coordinators
- Local Area Coordinators
- Disability support providers
- Friends and family
- Online reviews
- Disability community groups and forums.
It’s worth calling the plan managers you have on your short list to talk through your needs before deciding, no matter which provider you choose.
Why Leap in! is Australia’s leading plan manager.
Leap in! is a purpose-driven plan manager that puts people first, combining expert support with smart tools to make managing your NDIS plan easier. With super-fast invoice payments, a friendly Crew you can actually talk to and a free app that lets you track your budget balances in real time, 24/7, Leap in! offers much more than a typical plan manager. Better still, more than 65% of our team has lived experience of disability.
Sign up to Leap in! online or contact Leap in! by phone, email or chat on our website if you want to find out if Leap in! is the right fit for you.
