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NDIS Intake Process: How to Onboard New Participants Efficiently

Complete guide to NDIS intake process for allied health providers. Learn how to onboard new participants efficiently, verify funding, create service agreements, and set up successful service delivery.

Sarah Chen Sarah Chen
NDISIntakeOnboardingOperationsAllied HealthService Delivery

New NDIS participant calls? Here’s what happens: they need services, you need to verify funding, create service agreements, set up billing, and get them started—all while making sure you’re compliant. It’s a lot, and most providers are doing it inefficiently.

The reality: A messy intake process means delays, missed information, compliance risks, and frustrated participants. A good intake process? Participants get started quickly, you have everything you need, and compliance is covered.

This guide shows you exactly how to run an efficient NDIS intake process that gets participants started fast while keeping you compliant.

Why Intake Process Matters

It’s your first impression

The intake process is often the first real interaction participants have with your practice. Make it smooth, and they’ll trust you. Make it messy, and they’ll go elsewhere.

The problem: Most providers treat intake as admin work. They rush through it, miss information, and create problems later.

The fix: Treat intake as a critical process. Do it right the first time.

It determines everything else

Intake sets up:

  • Service agreements
  • Billing processes
  • Service delivery
  • Compliance documentation

The problem: Get intake wrong, and everything else is harder. Missing plan manager details? Invoicing problems. Wrong funding check? Service delivery problems.

The fix: Get intake right. Everything else flows from there.

It’s required for compliance

NDIS Practice Standards require:

  • Service agreements before services start
  • Proper participant verification
  • Funding verification
  • Documentation

The problem: Skip intake steps, and you’re non-compliant. That’s audit trouble.

The fix: Follow proper intake process. It’s not optional.

The NDIS Intake Process: Step by Step

Step 1: Initial Contact and Verification (5 minutes)

What to do:

  1. Answer the call (or respond to enquiry)
  2. Verify participant identity
  3. Get basic information
  4. Explain your services

Information to collect:

  • Participant name
  • NDIS number (critical—verify this)
  • Contact details (phone, email)
  • How they heard about you
  • What services they’re looking for

Why it matters: Verify identity early. Wrong participant = big problems later.

Action step: Always verify NDIS number. Don’t assume. Check it matches participant name.

Step 2: Plan Management Type Identification (2 minutes)

What to do:

  1. Ask: “How is your NDIS plan managed?”
  2. Identify type: self-managed, plan-managed, or NDIA-managed
  3. Capture relevant details

For plan-managed participants:

  • Plan manager name
  • Plan manager email
  • Plan manager phone
  • Plan manager organization

Why it matters: Determines your entire workflow—booking, invoicing, everything. (Learn more about plan management types.)

Action step: Always identify plan management type during intake. Don’t skip this step.

Step 3: Funding Verification (5-10 minutes)

What to do:

  1. Check participant has NDIS funding
  2. Verify funding is available
  3. Check support categories match your services
  4. Confirm funding amounts (if possible)

How to verify:

  • Ask participant about their plan
  • Check with plan manager (if plan-managed)
  • Check with support coordinator (if applicable)
  • Use NDIS provider portal (if NDIA-managed and you’re registered)

What to check:

  • Do they have funding for your services?
  • Which support category? (Therapeutic Supports, Capacity Building, etc.)
  • How much funding is available?
  • When does their plan expire?

Why it matters: No funding = can’t provide services. Wrong category = can’t claim. Check funding before proceeding.

Common issues:

  • Participant doesn’t know their plan details
  • Funding already used up
  • Wrong support category
  • Plan expired

The fix: Always verify funding. Don’t assume. If unsure, check with plan manager or support coordinator.

Action step: Verify funding during intake. Don’t start services without confirming funding is available.

Step 4: Service Discussion and Goal Setting (10-15 minutes)

What to do:

  1. Discuss what services participant needs
  2. Explain your services
  3. Set goals or expected outcomes
  4. Determine service frequency and duration

What to discuss:

  • What services participant needs
  • What you can provide
  • Expected outcomes or goals
  • Service frequency (weekly, fortnightly, etc.)
  • Service duration (45 minutes, 60 minutes, etc.)
  • Location (clinic, home, telehealth)

Why it matters: Sets expectations. Participant knows what they’ll get. You know what to provide.

Action step: Have a clear discussion about services and goals. Don’t rush this. It’s important for service agreements.

Step 5: Service Agreement Creation (10-15 minutes)

What to do:

  1. Create service agreement based on discussion
  2. Include specific services and outcomes
  3. Set pricing (matching NDIS Price Guide)
  4. Include cancellation policies
  5. Get participant agreement

What to include:

  • Specific services to be provided
  • Expected outcomes or goals
  • Service frequency and duration
  • Pricing (NDIS rates)
  • Payment terms
  • Cancellation policies
  • Rights and responsibilities

Why it matters: Required by NDIS Practice Standards. Can’t start services without it. (Learn more about service agreements.)

Action step: Create service agreement during intake. Get participant agreement (signature or electronic) before services start.

Step 6: Billing Setup (5 minutes)

What to do:

  1. Set up invoicing process based on plan management type
  2. Capture billing details
  3. Explain payment process

For self-managed:

  • Participant payment details
  • Payment terms
  • How to pay

For plan-managed:

  • Plan manager details (already captured)
  • Explain plan manager will handle payment
  • CC participant on invoices

For NDIA-managed:

  • Explain NDIA payment process
  • Set up provider portal (if not already done)

Why it matters: Ensures correct invoicing. Prevents payment problems. (Learn more about NDIS billing and invoicing.)

Action step: Set up billing during intake. Don’t wait until after first service.

Step 7: First Appointment Scheduling (5 minutes)

What to do:

  1. Find available appointment time
  2. Book first appointment
  3. Send confirmation
  4. Set up reminders

What to include in confirmation:

  • Date and time
  • Practitioner name
  • Location (or telehealth link)
  • What to bring
  • Cancellation policy

Why it matters: Gets participant started. Sets up service delivery.

Action step: Book first appointment during intake. Don’t make them call back later.

Step 8: Documentation and Follow-Up (5 minutes)

What to do:

  1. Document all intake information
  2. Store service agreement securely
  3. Set up participant file
  4. Send welcome email or information pack

What to document:

  • All information collected
  • Service agreement
  • Funding verification
  • Plan management type
  • First appointment details

Why it matters: Required for compliance. Needed for audits. Helps with service delivery.

Action step: Document everything. Store securely. Don’t lose information.

Common Intake Mistakes

Mistake 1: Not verifying NDIS number

The problem: Assuming participant has correct NDIS number or not checking it.

Why it’s wrong: Wrong NDIS number = can’t verify funding = can’t provide services = invoicing problems.

The fix: Always verify NDIS number. Check it matches participant name.

Mistake 2: Not identifying plan management type

The problem: Not asking how plan is managed, assuming everyone is the same.

Why it’s wrong: Determines your entire workflow. Wrong assumption = wrong processes = problems.

The fix: Always identify plan management type. Ask directly: “How is your NDIS plan managed?”

Mistake 3: Not verifying funding

The problem: Assuming participant has funding without checking.

Why it’s wrong: No funding = can’t provide services. Wrong category = can’t claim. Plan expired = can’t provide services.

The fix: Always verify funding. Don’t assume. Check with participant, plan manager, or support coordinator.

Mistake 4: Not creating service agreement

The problem: Starting services without service agreement.

Why it’s wrong: Required by NDIS Practice Standards. Compliance failure. Risk to practice.

The fix: Always create service agreement during intake. Get participant agreement before services start.

Mistake 5: Not capturing plan manager details

The problem: Plan-managed participant, but you don’t capture plan manager details.

Why it’s wrong: Can’t invoice properly. Payment delays. Frustrated plan managers.

The fix: Always capture plan manager details for plan-managed participants. Don’t skip this.

Mistake 6: Rushing through intake

The problem: Trying to do intake in 5 minutes, missing information.

Why it’s wrong: Missing information = problems later. Rushed intake = mistakes.

The fix: Take time to do intake properly. 30-45 minutes is reasonable. Do it right the first time.

Intake Process Templates and Tools

Intake checklist

Use this checklist for every intake:

Initial contact:

  • Participant name verified
  • NDIS number verified
  • Contact details collected
  • Services discussed

Plan management:

  • Plan management type identified
  • Plan manager details captured (if plan-managed)
  • Support coordinator details captured (if applicable)

Funding verification:

  • Funding verified
  • Support category confirmed
  • Funding amount checked (if possible)
  • Plan expiry date noted

Service agreement:

  • Services discussed
  • Goals/outcomes set
  • Service agreement created
  • Participant agreement obtained

Billing setup:

  • Billing process set up
  • Payment details captured
  • Payment terms explained

First appointment:

  • First appointment booked
  • Confirmation sent
  • Reminders set up

Documentation:

  • All information documented
  • Service agreement stored
  • Participant file created
  • Welcome information sent

Intake script template

Opening: “Hi, thanks for calling [Practice Name]. I’m [Name]. I understand you’re interested in [services]. Can I start by getting your name and NDIS number?”

Plan management: “How is your NDIS plan managed? Is it self-managed, plan-managed, or NDIA-managed?”

Funding verification: “Do you have funding available for [services]? Which support category is that under?”

Service discussion: “Tell me about what you’re hoping to achieve with [services]. What are your goals?”

Service agreement: “Based on our discussion, I’ll create a service agreement that outlines [services], [frequency], and [outcomes]. Does that sound right?”

Billing: “For billing, [explain process based on plan management type]. Does that work for you?”

First appointment: “Great! Let’s get you booked in. When would work best for your first appointment?”

Action step: Create your own intake checklist and script. Use them consistently. Don’t skip steps.

Intake Process Timing

How long should intake take?

Phone intake: 20-30 minutes

  • Initial contact: 5 minutes
  • Plan management identification: 2 minutes
  • Funding verification: 5-10 minutes
  • Service discussion: 10-15 minutes
  • Service agreement: 10-15 minutes
  • Billing setup: 5 minutes
  • First appointment: 5 minutes
  • Documentation: 5 minutes

In-person intake: 45-60 minutes

  • Same steps, but more detailed discussion
  • Can review documents together
  • Can answer questions in person

The reality: Intake takes time. Don’t rush it. Better to take 30 minutes and do it right than rush and create problems.

When can services start?

Ideal: Services can start immediately after intake if:

  • Funding verified
  • Service agreement created and agreed to
  • First appointment booked
  • Everything documented

Reality: Sometimes intake takes longer:

  • Plan manager needs to verify service agreement: 24-48 hours
  • Funding needs checking: 24-48 hours
  • Participant needs time to review service agreement: 24-48 hours

Action step: Aim to complete intake in one call or appointment. If you need to follow up, do it quickly. Don’t leave participants waiting.

Intake Process and AI Receptionists

AI receptionists can handle much of the intake process:

What AI can do:

  • Answer initial enquiry
  • Verify participant identity
  • Identify plan management type
  • Capture plan manager details
  • Discuss services
  • Create service agreements
  • Book first appointments
  • Set up billing

What AI can’t do (yet):

  • Verify funding directly (needs human check)
  • Handle complex situations
  • Make clinical decisions

Benefits:

  • Consistent intake process
  • Available 24/7
  • Captures all information
  • Less manual work

Action step: If using AI receptionist, ensure it’s trained on intake process. Use AI for standard intakes, escalate complex situations to humans.

Intake Process Best Practices

1. Be prepared

Have everything ready:

  • Intake checklist
  • Service agreement templates
  • Pricing information
  • Availability calendar

Why: Being prepared makes intake faster and smoother.

2. Ask the right questions

Don’t assume. Ask:

  • “How is your plan managed?”
  • “Do you have funding available?”
  • “What are your goals?”
  • “Who should we contact about billing?”

Why: Right questions = right information = fewer problems.

3. Verify everything

Don’t assume. Verify:

  • NDIS number
  • Plan management type
  • Funding availability
  • Participant identity

Why: Verification prevents problems later.

4. Document everything

Don’t rely on memory. Document:

  • All information collected
  • Service agreement
  • Funding verification
  • Decisions made

Why: Documentation required for compliance. Needed for audits.

5. Follow up quickly

If you need to follow up:

  • Do it within 24 hours
  • Don’t leave participants waiting
  • Communicate clearly

Why: Fast follow-up = better participant experience = faster service start.

6. Train your staff

Make sure all staff understand intake process:

  • What information to collect
  • What questions to ask
  • What to verify
  • What to document

Why: Consistent intake = fewer mistakes = better compliance.

Intake Process and Service Agreements

Service agreements are created during intake:

When to create

During intake: Create service agreement during intake call or appointment.

Why: Required before services start. Easier to create when information is fresh.

What to include

Based on intake discussion:

  • Services discussed
  • Goals set
  • Frequency and duration agreed
  • Pricing confirmed

Why: Service agreement should reflect actual services being provided.

How to get agreement

Options:

  • Electronic signature (email link)
  • In-person signature
  • Verbal agreement with written confirmation

Why: Need participant agreement. Can’t start services without it.

Action step: Create service agreement during intake. Get participant agreement before services start.

Intake Process and First Appointments

First appointments are booked during intake:

When to book

During intake: Book first appointment during intake call or appointment.

Why: Gets participant started quickly. Reduces delays.

What to include

In first appointment confirmation:

  • Date and time
  • Practitioner name
  • Location (or telehealth link)
  • What to bring
  • Cancellation policy
  • Reminder schedule

Why: Clear information = better attendance = better outcomes.

Action step: Book first appointment during intake. Send confirmation immediately. Set up reminders.

Conclusion: Intake Sets Up Everything

The NDIS intake process isn’t just admin work—it sets up everything else. Do it right, and participants get started quickly, you have everything you need, and compliance is covered. Do it wrong, and you’ll have problems everywhere.

The key steps:

  1. Verify participant identity and NDIS number
  2. Identify plan management type
  3. Verify funding availability
  4. Discuss services and set goals
  5. Create service agreement
  6. Set up billing
  7. Book first appointment
  8. Document everything

Common mistakes:

  • Not verifying NDIS number
  • Not identifying plan management type
  • Not verifying funding
  • Not creating service agreement
  • Not capturing plan manager details
  • Rushing through intake

Best practices:

  • Be prepared
  • Ask the right questions
  • Verify everything
  • Document everything
  • Follow up quickly
  • Train your staff

Timing:

  • Phone intake: 20-30 minutes
  • In-person intake: 45-60 minutes
  • Services can start immediately after intake (if everything verified)

Next step: Review your intake process. Are you doing all the steps? Are you verifying everything? Are you creating service agreements? If not, fix your process. Good intake = good service delivery = successful practice.

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Sarah Chen

Sarah Chen

NDIS operations specialist with 8 years helping allied health practices streamline workflows. Former practice manager turned efficiency expert.

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