Support Coordinators
Working with EPSS
When you refer a mutual participant to EPSS, you can be confident their invoices are being processed correctly and their providers are being paid promptly — once funds are released by the NDIS — so supports continue without disruption.
- If something requires attention, we will explain it clearly so you are not left chasing or managing the issue.
- With participant consent, you can access up-to-date funding information for mutual participants at any time — no need to follow up.
- You do not need to chase invoices or payment status.
- Our role stays well defined and our communication consistent — so you can focus on coordinating supports, not chasing payment status.
Roles & responsibilities
Support Coordinators coordinate supports and assist participants to implement their plans. We do not decide what can be funded or claimed — that is determined by the NDIS. This distinction means everyone can focus on their part in supporting the participant.
Communication & contact
Where a participant has a formally appointed NDIS plan nominee or, for participants under 18, a child representative, EPSS follows the SC’s lead on whether and how they are included in correspondence. This varies depending on the participant’s situation and the nominee’s or child representative’s preferences — for example, some prefer not to be included in correspondence at all, while others want to be across everything.
If you are unsure how communication should be managed for a specific participant, get in touch and we will work through it with you.
We keep communication focused on what is relevant — so you are not fielding updates you do not need.
How we work together
Providers send invoices to EPSS
Invoices are submitted directly to us — participants and Support Coordinators do not need to manage this step.
We review and submit
Each invoice is reviewed against the participant’s NDIS plan and NDIS requirements before being submitted to the NDIS.
Providers get paid
Once funds are released by the NDIS, payments are made within 1–2 business days. Providers contact EPSS directly for invoice and payment queries — not you.
You stay informed
Funding information is available through the dashboard and monthly statements at any time, with participant consent.
A consistent approach — so you always know where things stand.
Access to funding information
If you need to check invoice or payment status, you can access this information through:
Plan management dashboard
With participant consent, you can access the dashboard at any time to view submitted invoices and current funding balances. This is the fastest way to check funding and invoice status without contacting us.
Monthly statements
Monthly statements include a summary of invoices processed, remaining funding balances, and key funding information for the participant’s plan-managed funding.
When a new plan is issued following a review
When a new plan is issued following a review for a mutual participant, please send EPSS a copy as soon as possible so invoice processing can continue without disruption.
EPSS processes invoices in line with the plan we have on file. If a new plan has been issued and we have not received it, invoices may be delayed or unable to be processed.
The NDIS sends the new plan to the participant directly and should also send a copy to the SC — though this does not always happen.
Whoever receives the new plan first should send a copy to EPSS promptly. If a mutual participant’s plan is suspended or they exit the NDIS, please let EPSS know as soon as possible.
If an invoice has not been processed
If an invoice has not been processed, something needs to be addressed before it can be submitted. This may relate to:
- Missing or incorrect information on the invoice
- Alignment with the participant’s NDIS plan and NDIS requirements
- The participant’s approval preference (if applicable)
- Available funding
- NDIS processing timeframes
Where something needs attention, the provider is advised of what is required. If you need clarification on a specific invoice, contact us and we will explain where things are up to, what needs to happen next and who is responsible for the next step.
Key information
Good plan management works best when everyone understands their role. The information below explains how EPSS works alongside participants, Support Coordinators and providers to keep invoices moving, funding information clear, and everyone working from the same information.
Budget allocation and funding management
EPSS does not allocate funding between providers or hold funding against specific services.
Provider
invoices
Providers remain responsible for preparing and amending their invoices, while EPSS focuses on reviewing and processing them. We do not prepare invoices or provide instructions on how to create them.
Participants with plan management can use both registered and unregistered providers, provided the supports meet NDIS requirements and the provider has a valid ABN.
Funding periods
(S33 plans)
Where a plan includes funding periods (S33), the dashboard shows current funding balances so participants and Support Coordinators can see what is available and plan accordingly.
EPSS does not allocate or quarantine funding across funding periods. This means the dashboard continues to reflect the participant’s available funding as it changes.
Moving from another plan manager
If you are supporting a participant who wants to move their plan management to EPSS, the steps depend on the type of plan they have.
You or the participant will need to notify the outgoing plan manager directly. EPSS recommends giving reasonable notice and asking about the outgoing plan manager’s file-closure process to help the transition run smoothly.
If the participant has an older style plan (pre-PACE): The outgoing plan manager will need to close their service bookings before EPSS can access funding. Until service bookings are closed, EPSS cannot process invoices. If there is a delay in the outgoing plan manager closing their service bookings, contact us and we will advise on next steps. In either case, there may be a short period when invoices cannot be processed while the required steps are completed. Starting the EPSS setup early helps minimise any gap.
To refer a mutual participant who is switching plan managers, use the referral process below.
PACE Plans
For a mutual participant with a PACE plan, EPSS must be endorsed before we can access funding, submit claims or make payments. Until this is completed, invoices cannot be processed.
The participant (or their plan nominee or child representative) will need to nominate EPSS as both My Provider and My Plan Manager with the following details:
- Business Name: Essential Plan Support Services
- ABN: 94 638 628 574
- Provider Number: 4050064635
- Postal Address: PO Box 85, Cannington WA 6987
The participant, their nominee or child representative can complete this by contacting the NDIS on 1800 800 110 or through NDIS webchat. You are welcome to assist them where needed.
Referring a mutual participant
When plan management is running smoothly, you can focus on coordinating the supports the participant needs.
To get started, complete a referral for your first mutual participant using the forms below. To refer a mutual participant, you will need to provide:
- A completed Referral Form
- A completed Consent to Share Form — required to access the plan management dashboard and funding information
- A copy of the participant’s NDIS plan
Providing these documents allows plan management to be set up promptly and funding access to be arranged where required. Once we receive the referral, we will contact the nominated person to confirm the next steps and get things moving.
Contact
If you have a question about a mutual participant’s invoices, funding or plan management setup, get in touch — we will explain where things are up to and what happens next.
Feedback & complaints
If something is not working as it should, we want to know. EPSS welcomes feedback and works to resolve concerns in a timely and fair way. If you have a concern about plan management for a mutual participant, get in touch and we will look into it promptly.
If the concern relates to a participant’s rights under the NDIS, they or their plan nominee or child representative can also contact the NDIS Quality and Safeguards Commission on 1800 035 544 or at www.ndiscommission.gov.au.