Everything you need to know about PACE - Living My Way (2024)

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• September 20, 2023

1 November 2023

Latest updates for NDIS participants and LMW Members:

• The NDIA will delay the full rollout of PACE until February 2024.
• From 31 October, participants getting an NDIS plan for the first time will have their plan built in PACE.
• From 31 October, any existing NDIS participant who has an identified change of circ*mstance or support needs will have their plan reassessment completed in PACE.
• Between November 2023 and late February 2024, any participant who has a plan that expires will be contacted by NDIA, and either:
  • If no change is required, their plan will be ‘rolled over’ in SAP and then be transitioned to a PACE plan at the expiry of the rollover period (or sooner, if a change of circ*mstances arises).
  • If changes are required to their plan, a new plan will be built in PACE.
• From the end of February 2024, all expiring plans will progressively transition into a plan built in PACE.

For further information about PACE, please visit PACE: What you need to know Hub.

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20 September 2023

Like other NDIS service providers, Living My Way is in the process of preparing for the transition to PACE. The rollout of PACE is set to commence gradually across Australia, with a tentative start date of 30 October 2023.

But what exactly is PACE, and why is the NDIS embarking on this change?

PACE represents the NDIS’s “Participant, Platform, and Process initiative” to streamline and enhance the participant experience within the scheme. Essentially, it serves as an upgraded version of the current customer relationship management (CRM) system, which no longer meets the operational demands for quick and reliable service delivery. PACE promises a simpler and more efficient way for both participants and providers, such as Living My Way, to interact with the NDIS.

Let’s look at the benefits PACE is expected to deliver.

This transition will provide several benefits for both participants and service providers:

• Efficiency: PACE introduces automation and integration that is expected to significantly reduce manual tasks and paperwork. This, in turn, will free up valuable time for service providers to focus on delivering exceptional care to their participants.
• Transparency: With PACE, there’s a greater emphasis on transparency in interactions. Participants and providers will have access to up-to-date information, promoting trust and open communication.
• Streamlined Processes: PACE facilitates real-time information sharing and centralises portals, making invoicing and claims more straightforward. This also means service providers will no longer need to create service bookings.
• Enhanced Engagement: The PACE system authorises participants to have more control over their plans and services. It enables them to make informed choices and actively engage in their NDIS journey.
• Adaptability: PACE’s agility allows providers to swiftly adapt to changes, whether that involves modifying services, adjusting plans, or promptly responding to participants’ needs.
• User-Friendly Payment System: PACE offers a more user-friendly payment inquiry system for providers, making the payment process smoother and more accessible.
• Faster Payments: Providers offering services to agency-managed participants should ensure they are ‘endorsed’ within the participant portal for expedited payments. Non-endorsed providers may require participant approval within seven days before automatic approval.

Now, let’s explore what PACE means for our Members:

• Direct Relationship: Thanks to the participant-endorsed provider function, you can establish direct relationships with us, ensuring clear understanding of your needs and goals.
• Streamlined Service Access: We will have improved access to your plan information, simplifying the delivery process aligned with your NDIS plan.
• Consent for Plan Access: To benefit from increased plan access, it is recommended that Members provide consent to our Plan Managers and Support Coordinators.
• Minimal Impact on Responsibilities: While PACE introduces changes, your fundamental responsibilities as an NDIS participant remain unchanged. You’ll still have control over your plans and service choices.
• Renewed Budget Plan: Members will receive a notification from NDIS when their budget plan is up for renewal. Keep an eye on email or letter communication from the NDIA. You can reach out to us at any time. Our team is here to assist you through this process

Where to find more information:

We encourage all Members to familiarise themselves with the new system early on. This proactive approach will help you stay updated on any changes and maximize the benefits of the enhanced features. We aim for a seamless transition.

• The NDIS is holding some online sessions (45 minutes).Click here to register to attend an Information for Participants about improvements being made to NDIA processes that are suitable for you.
• Should you have any inquiries or want more information about PACE, please do not hesitate to call us at 02 8525 4000 or via email at operations@lmwl.org.au.
• Additionally, you can visit the NDIS information page for further insights.
• We recommend attending the NDIS online information session to ensure you get a good understanding of the upcoming changes, as well as watching the PACE informational YouTube video.