Non-Face-To-Face Support Provision

This article reviews how Non-Face-To-Face Support Provision can be recorded and managed in Activities. 

Audience: Operations Management, Team Leaders, Support Staff  


The following list summarises the content within this article. Click on the links below to take you to the relevant sections:

Claim Type

When 'Non-Face-To-Face Support Provision' is required, the same Support Item must be added to the Client's NDIS Support Allocations window, with the 'Non-Face-To-Face' Claim Type selected:

Throughout the Price Guide it states ' As well as direct service provision, these support items can be used to claim for...' with the available Claim Types listed below e.g: 

  • Non-Face-to-Face Support Provision
  • Provider Travel
  • Short Notice Cancellations

The Agency has included which Claim Types are applicable for each Support Item in the December 1st, 2020 version of the Support Catalogue (available to download from this section of the NDIS website). The Claim Types that are available in SupportAbility reflect the rules outlined in the Support Catalogue.

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How can this be managed in SupportAbility?

It will be up to each provider to decide how this will best be managed for your organisation, and the most cost-effective way to do so, given this will require a significant amount of additional administration. Providers have the ability to Allocate and claim for Non-Face-To-Face Support Provision as required in the Activities the Client participates in by selecting the applicable Claim Type. 

The NDIA has advised that Non-Face-to-Face Support Provision can only be claimed if this is worked out separately for each participant specifically, therefore, adding this as an additional NDIS Support Allocation ensures this is recorded separately. It may also be prudent to add a separate Client Journal to the Activity for the purpose of supporting the Non-Face-to-Face Support Provision portion of the service delivery and how this is specific to the Client in relation to their support needs.

Including Non-Face-To-Face Support Provision in the primary Activity - recommended

In the Client's NDIS Support Allocations, add the same Support Item that you wish to charge for Non-Face-To-Face Support Provision for e.g. 04_102_0136_6_1_T

Again, by searching for this in the 'Add Support Item' search: 

Enter the relevant Quantity, select the 'Non-Face-To-Face' Claim Type, as well as the relevant portion that needs to be charged: 

As mentioned, a Client Journal could be added as supportive evidence regarding how the Non-Face-To-Face Support Provision is specific to the Client in relation to their support needs: 

A specific Journal Template could be created for 'Non-Face-To-Face Support Provision' or even a Tag for Staff Members to use when recording Client Journals of this nature. This would allow your organisation to be able to search for Client Journals of this nature in the Journal Search once in use: 

Please see the Configuring Journals and Configuring Tags articles linked below for more information regarding this.

Separate week-long Activity for Non-Face-To-Face Support Provision

If it was negotiated that 1 hour of Non-Face-To-Face Support Provision for the relevant Support is to be charged for each day the Client attends, and they attend 5 days per week, for example, an alternative to the above could be to create week-long Activities for the participant for this specifically:

Individual Client Journals could be added to reflect the break down of each instance of Non-Face-To-Face Support Provision:

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