Navigating unexpected calls from the NDIA can feel stressful. Whether it’s a planner, delegate or another representative from the NDIA reaching out, it’s easy to feel caught off guard.
You’re not alone. Our NDIS Pathfinder team has put together this guide to help you navigate those conversations with confidence.
With these tips, you’ll be better equipped to handle NDIA conversations like a pro. Here’s what you need to know.
But first, who is our NDIS Pathfinder team?
Our NDIS Pathfinder team offers a short-term, free support service to help people with disability and their loved ones understand and utilise their NDIS plan effectively.
Whether you're preparing for a planning meeting or exploring the types of support available with your funding, they can help answer any questions you might have.
Now, let’s tuck into their tips for navigating NDIS phone calls.
Tip 1: Understand your rights
The NDIA can get in touch with you for many reasons, such as exploring your eligibility, arranging a planning meeting, checking in on your plan, or discussing feedback or complaints.
When they do, it’s good to be prepared and to know your rights.
Firstly, it’s important to remember that you have the right to control how and when you communicate about your NDIS plan. If you ever feel overwhelmed or unprepared, don’t hesitate to ask for clarification, request extra time, or reschedule the call to a later date.
It’s OK to ask the person doing your planning meeting to stop, repeat, or explain things.
Hot tip: NDIS calls will usually be from a private number, and you may get a text message first advising you are going to receive a call.
Tip 2: Ask questions and get clarity on conversations
If the NDIA contacts you and the purpose of the meeting is unclear, don't hesitate to ask for more information. It's perfectly OK to seek additional information and make sure you fully understand the purpose of their call.
You might ask things like, "What exactly are you calling about?" or "How does this relate to my NDIS plan?".
You could also be more specific and ask directly if this is your plan reassessment meeting or a routine plan check-in. Remember, it's your right to understand what's going on with your NDIS plan and support.
- If the call is about a plan reassessment or a decision about your plan, and you weren't expecting it, you can ask them to reschedule to a time that suits you better.
And if you’d like someone to be with you at the meeting, ask to have a support person join the call. Having your support coordinator or support person present can help you advocate for your needs and ensure that your rights are respected.
- If it's not a plan reassessment or plan check-in, ask: What is the outcome or purpose of this meeting? Understanding the reason allows you to prepare adequately and gather relevant information.
Tip 3: Rescheduling an NDIS call
If you receive a call from the NDIS, but the time doesn’t work for you, you can request to have the call rescheduled. You might prefer to have the call at a later date when your support coordinator or support person can be with you, or simply when you feel more prepared.
Some people find it helpful to have a response ready, such as:
- "Thanks for calling! I’m not available to talk right now. Could you please email me the reason for your call and some alternative times that might work? Also, could you include [Insert: support coordinator or support person's email address] in the email, as I’d like them to be part of the conversation too?"
Tip 4: Get clarification on unfamiliar terms or acronyms
Navigating the NDIS can sometimes feel like learning a new language without a dictionary. So when speaking with an NDIS representative, don't hesitate to ask them to clarify anything you don't fully understand. If they use unfamiliar terms or acronyms, feel free to ask them to:
- Explain what it means: Ask them to define any acronyms or technical terms.
- To give an example: Ask them to describe any complex concepts with real-world examples.
- Share more information: Ask if they can offer additional information or resources that could help you better understand the topic.
We also recommend checking out the NDIS Glossary to help you fully understand the NDIS lingo.
Using this guide, we hope you’ll feel more at ease handling conversations with the NDIS. To learn more about how our NDIS Pathfinder service can help you, check out our NDIS Pathfinder page.
