YSL - NDIS Intake Call Form

YSL - NDIS Intake Call Cheat Sheet

Purpose: Understand the enquiry, establish whether YSL may be a suitable provider, and capture what is needed for follow-up.

You do not need to know every NDIS rule on the call.

THE RULE TO REMEMBER

If you are unsure, say: "I don't want to give you the wrong information on that. Let me confirm it and come back to you."

1. OPEN THE CALL

Start: "Hi, it's Dan from Your Supported Living. Thanks for getting in touch. I just want to learn a little about what support you're looking for and see how we may be able to help."

Find out: Who am I speaking with? Are they the participant, parent/family member, nominee, Support Coordinator, Recovery Coach or another representative?

2. CORE INTAKE QUESTIONS

Participant name / preferred name / age:

Suburb / area:

Best contact details:

What support are you looking for?

What days/times/frequency of support are you looking for?

What are the participant's main goals?

Do you currently have an NDIS plan?

How is the relevant funding managed?

Do you have a Support Coordinator or Recovery Coach? If yes, who?

Are you currently receiving this support from another provider?

Are there worker preferences or matching requirements we should know about?

Are there communication, mobility, behavioural, medical, cultural or safety considerations we need to understand before providing support?

When are you hoping support can start?

How did you hear about YSL?

3. Quick NDIS Terms Reference

Term	Meaning
NDIA-managed	The NDIA manages payment of funded supports. Registered-provider requirements can apply depending on the support/funding.
Plan-managed	A plan manager handles invoices and payments on the participant's behalf.
Self-managed	The participant or their representative manages the relevant funding and provider payments.
Core Supports	A broad funding category commonly used for everyday supports, subject to the participant's plan and current NDIS rules.
Capacity Building	Supports intended to build skills, independence and capacity. Categories are generally more specific.
Service Agreement	An agreement setting out the supports, responsibilities, prices and other service arrangements between participant and provider.

4. Common Questions — Safe Responses

Can you provide this support?

"It sounds like something we may be able to assist with. I'll confirm the exact requirements and our capacity before I promise anything."

Will the NDIS pay for this?

"That depends on the participant's plan, funding and the current NDIS funding rules. I don't want to tell you it's covered without checking the details."

How much do you charge?

"I can confirm the applicable rate for the support you need and send that through. We work within the relevant service and pricing arrangements."

Can you start immediately?

"Let me check our staffing and availability first. What start date and times are you hoping for?"

Do I need a Support Coordinator?

"Not everyone has one. It depends on the participant's plan and circumstances. If you have one, we're happy to work with them."

Can you guarantee a particular worker?

"We can absolutely discuss matching and preferences, but I don't want to guarantee a particular worker until availability has been confirmed."

⚠️ Do NOT Guess — Verify Before Answering:

Whether a support is NDIS-funded • exact funding-category rules • claiming • current NDIS price limits • cancellation charges • travel/non-labour travel • provider eligibility • restrictive practices • high-intensity supports • plan budgets • interpreting a participant's plan • whether the NDIA will approve something

6. BEFORE ENDING THE CALL

Repeat back what they are looking for so you know you understood correctly.

Confirm preferred days/times and desired start date.

Confirm who should receive the follow-up.

Record anything you promised to check.

Do not promise staffing, funding approval or a start date until confirmed.

"Thanks, that gives me a much clearer picture. I'll take this information back, confirm anything I need to check, and we'll come back to you regarding the next steps."

FOLLOW-UP / QUESTIONS TO CHECK: