Navigating NDIS Changes: A Conversation with Lorraine from MyIntegra

The NDIS landscape is shifting, and with so many updates coming through, it’s understandable that participants, providers, and plan managers are feeling a mix of optimism and concern. We recently caught up with Lorraine from MyIntegra to hear her take on these changes, what they mean for the NDIS community, and her thoughts on what makes a great plan manager.

Positive Changes on the Horizon

One of the most talked-about updates to the NDIS is the introduction of support lists, and Lorraine sees this as a step in the right direction.

“The introduction of NDIS support lists is a step in the right direction, as it helps clarify what is and isn’t funded under the scheme. This added specificity will help reduce confusion for both participants and providers,” she explains.

However, Lorraine acknowledges that while these lists provide much-needed guidance, there’s still work to be done. “There are still some grey areas that need to be addressed to ensure greater clarity and consistency across the board.”

Addressing Ongoing Challenges

While there are positive strides being made, Lorraine points out some challenges that remain for plan managers like herself. One of the biggest hurdles? Communication with Local Area Coordinators (LACs) and Planners.

“It remains difficult for us to speak with LACs and Planners, to understand certain decision-making in some plans, so that we can best support participants,” she says. “There’s a lot of responsibility on plan managers. The fact that we don’t always get a full copy of a participant’s plan adds to the challenge.”

This lack of access can make it harder for plan managers to provide the best possible support, highlighting the need for better coordination within the system.

What’s Keeping Participants Up at Night?

Unsurprisingly, many participants and their nominees are feeling uneasy about how the changes will impact their existing supports.

“Participants and nominees seem to be worried on whether the supports they currently have in place will still be able to keep going with the new legislation in place,” Lorraine shares. She adds that there’s still a lot of confusion among participants about how NDIS funding can be used. “Some participants and nominees do not fully understand what the funding can be used for or how the NDIS really works.”

For many, these uncertainties underline the importance of having clear communication and guidance from plan managers and providers.

Leveraging Technology for Seamless Service

MyIntegra has been using technology to make the experience smoother for participants and providers alike - particularly when it comes to payment processing and fraud detection.

“We have invested heavily in technology specifically designed to identify transactions or actions that may be an indicator of fraud. This includes sophisticated data-matching capabilities,” Lorraine explains. “We also leverage IT robotics to validate all claims. We’ll continue to invest in technology that helps us deliver a first-class customer experience.”

What Makes a Great Plan Manager?

MyIntegra has been recognised as a finalist for Most Outstanding Plan Manager at the Australian Disability Service Award. So, what does Lorraine believe sets a great plan manager apart? She highlights four key attributes:

Good Communication

“Consistently picking up the phone and responding to emails in a timely manner ensures that participants, providers, and support coordinators are always on the same page, helping to resolve issues quickly and efficiently,” Lorraine explains.

Efficient Invoice Processing

“Timely and accurate processing of invoices is essential to ensure that service providers are paid promptly, and NDIS funding is managed effectively, minimising any disruptions to services.”

Transparency

“We are proud of the portal we've developed, which offers participants, nominees, support coordinators, and providers real-time access to key information, ensuring complete visibility into the status of services, budgets, and invoices.”

Reliability

“A good NDIS plan manager is dependable, providing consistent information and guidance, which helps participants and their support networks overcome challenges and achieve their goals.”

As the NDIS continues to evolve, Lorraine remains optimistic that these changes—while sometimes challenging—will ultimately lead to a better experience for participants.

“These updates provide an opportunity to refine the system and make it more effective for everyone,” she says. “At MyIntegra, we’re committed to supporting participants through these changes and ensuring they feel confident every step of the way.”

To learn more about MyIntegra please click here.

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