NO NDIS PLAN? — YSL ENQUIRY PATHWAY

    Quick staff guide for enquiries from people who do not currently have an NDIS plan.

    KEY PRINCIPLE


    No NDIS plan does not automatically mean no support. Understand their situation, guide them to the right next step, record the lead and follow up appropriately.

    1. FIRST — ESTABLISH THEIR SITUATION

    Do you currently have an NDIS plan?

    Have you ever had an NDIS plan?

    Have you already applied for the NDIS?

    If yes, what stage is the application at?

    What type of support are you looking for?

    Do you need support immediately?

    2. CHOOSE THE RIGHT PATHWAY

    SITUATION

    WHAT YSL DOES

    Never applied

    Explain that YSL does not determine NDIS eligibility. Direct them to the NDIS / appropriate NDIS partner to start the access process. Offer to remain in contact.

    Application underway

    Find out what stage they are at and whether further information has been requested. Record their support needs and agree on a follow-up date.

    Approved - waiting for plan

    Priority lead. Discuss the supports they may want from YSL and prepare for intake once their plan/funding arrangements are confirmed.

    Application declined

    Do not advise whether the decision is right or wrong. Direct them to information about review options or independent advocacy where appropriate.

    Needs support now

    Check whether YSL can appropriately offer private/self-funded support. Confirm scope, pricing, intake requirements and a private service agreement before services begin.

    3. RECORD EVERY ENQUIRY

    Name and contact details

    Support required

    Current NDIS status / application stage

    Date of enquiry

    Agreed next action

    Follow-up date

    How they heard about YSL

    4. FOLLOW-UP GUIDE

    Situation

    Suggested follow-up

    Application not started

    Approx. 4 weeks

    Application underway

    Approx. 2-4 weeks

    Approved / waiting for plan

    Approx. 1-2 weeks

    Plan received

    Move to normal YSL intake promptly

    5. STAFF LANGUAGE

    SAY

    "We can help you understand the next steps and point you towards the appropriate people to speak to about accessing the NDIS."

    DO NOT SAY

    "We'll get you onto the NDIS." / "You should qualify." / "We'll get your application approved." / "The NDIS will reimburse you later."

    UNDERSTAND ➝ GUIDE ➝ RECORD ➝ FOLLOW UP ➝ INTAKE WHEN APPROPRIATE

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