Understanding PACE: The NDIA's New Electronic System

The National Disability Insurance Agency (NDIA) is introducing a new electronic system called PACE, which aims to revolutionize the NDIS experience for both participants and providers. This blog post will delve into the details of PACE, its rollout timeline, and what it means for NDIS participants and providers.

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What is PACE?

PACE is an upgrade from the NDIA's previous customer management system.Its primary objective is to enhance the NDIS experience by delivering superior support to participants, their families, and carers, ensuring a more efficient and effective service delivery.

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Rollout Timeline

The NDIA has planned the rollout of PACE over an 18-month period,commencing from the end of October 2023. Starting from October 30th, existing participants who request or require changes to their plans will transition to the new PACE system. Participants with current plans undergoing scheduled reassessments who do not need any modifications will not shift to PACE until their next planned reassessment, unless they require a plan change earlier. New participants entering the scheme with their first NDIS plan will start using the PACE system from October 31st on wards.

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What does PACE mean for participants?

For participants using PACE, the NDIA is introducing a new support type: Behaviour Support (previously known as Improved Relationships). This change in terminology aims to better reflect the nature of the support provided.

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Endorsing a Behaviour Support Provider in PACE

Contact the NDIA National Call Centre on 1800 800 110 and advise that you would like to endorse your Behaviour Support provider at a category level.

Log into your PRODA portal and endorse your Behaviour Support provider at a category level.

Contact your Local Area Coordinator to advise that you would like to endorse your Behaviour Support Provider at a category level.

When speaking to your Local Area Coordinator or the NDIA, you may need to provide your provider's details, such as their business name, ABN, and provider number.

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Benefits of PACE

The introduction of PACE is expected to bring several benefits to the NDIS ecosystem:

1. Improved user experience: PACE will offer a more user-friendly interface, making it easier for participants and providers to navigate and manage their NDIS journey.
2. Enhanced efficiency: The new system will streamline processes, reducing administrative burden and allowing for faster response times.
3. Better data management: PACE will enable more accurate and secure data management, ensuring participant information is handled with the utmost care and privacy.
4. Increased transparency: The system will provide greater visibility into the status of plans, requests, and payments, fostering trust and transparency between participants, providers, and the NDIA.

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Sea Change is fully prepared for the PACE transition and is committed to ensuring a smooth transition for all participants and providing the highest quality of support throughout the NDIS journey.

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For more information about PACE or to discuss how Sea Change can support you, please contact your local Sea Change office.

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