Let’s talk about money

I have been talking for years about the importance of what I call ‘the money conversation.’ These are frank, practical discussions about money that providers need to have with participants at the start of every NDIS plan and then revisit throughout the relationship. These conversations might cover how far the funding is likely to stretch, how to schedule supports so it lasts the full plan, and how funding periods affect when and how services can be delivered. For support coordinators, this has long been front and centre, as there has always been more work to do than money in the plan to fund it. Increasingly, though, providers across the board find themselves in the same bind.

The reality is that the NDIA will not add extra funds to a plan simply because a person has run out of money or budgeted incorrectly. Legislative changes and the ongoing push for Scheme sustainability have only tightened this stance. In practice, participants must spend within their allocated budgets and providers must deliver supports that do not exceed those funds.

In the past, some providers chose to overservice, knowing they would not be fully paid. That is no longer tenable in a sector where price caps are not keeping up with rising costs and provider viability is already under strain. Nor is it necessarily good practice to deliver support for free. The disability support sector has moved beyond a charity model, recognising and supporting the agency of people with disability to make their own decisions about support funding.

All of this points in one direction: the need to talk about money openly, early and often.

Before we get into the practicalities of structuring the money conversation, it is worth naming the elephant in the room. Most of us did not come into disability support because we enjoy talking about money. For many, it feels awkward, uncomfortable, even a little out of step with the values that brought us to this work. That discomfort probably explains why the topic is so often avoided, glossed over, buried in pages of impenetrable service agreements or reduced to a box ticking exercise during intake and then forgotten.

But the truth is that avoiding these conversations does not protect anyone. When money gets brushed aside, it often creates bigger problems down the track. Not talking about funding can lead to overspending, providers left unpaid, participants going unsupported and trust breaking down. The money conversation might never feel natural, but it has become essential.

The four steps of the money conversation

So what does the money conversation actually look like in practice? It can be broken down into four clear steps.

Step 1: Explore what funding is available

The first step is to explore how much funding is in the participant’s plan and whether it is enough to pay for the supports they are considering purchasing. You now also need to look at the funding periods, as the NDIA is only releasing a portion of the funds at a time- usually every 3 months. This means the amount of support delivered in each funding period cannot exceed the funds available in that period. Some participants will be happy to share their funding information directly, while others may prefer not to (and you need to respect that decision). You may also need to support people to access this information through the PDF version of their plan, the participant app or portal or with the help of their support coordinator or plan manager.

Step 2: Explain what you will bill for

You cannot bill for something unless you have explicit approval from the participant and/or their supporters. But, more importantly, being transparent about what you charge for and why builds trust, the foundation of any good support relationship. Be clear about which aspects of your work are billable. That includes direct face-to-face support, any non-face-to-face, provider travel, participant transport and other items like short notice cancellations. Present this information in a way the participant and their supporters can understand.

Step 3: Co-design a schedule of supports

Work together with the participant and their support network to map out a schedule of supports that aligns with their budget and funding periods, and takes into consideration all the non-face-to-face and indirect support costs. The benefit of this shared process is that the person and their supporters have ownership over the decisions about how funds are spent. It also helps them to clearly see and understand any trade-offs that need to be made where budgets are limited.

Step 4: Monitor the budget together

The money conversation should not be treated as a single discussion at the start of the plan. It needs to be revisited regularly, especially when the participant wants to change the supports they receive, has concerns about the cost being charged or if there are unexpected pressures on the budget. Coming back to the conversation ensures that both providers and participants can adjust early, avoid misunderstandings, and keep the plan on track.

Making the conversation accessible

For the money conversation to work, the information must be accessible. That does not only apply to people with complex communication support needs. Many people, including family members, might not have strong financial literacy skills or an understanding how NDIS funds can be spent. Talking about funding in plain language, using visual aids or examples where helpful and checking for understanding are all part of making sure the conversation lands.

What about the administrative burden?

One of the most common pushbacks I hear from providers is that having the money conversation is an administrative burden they simply cannot afford. And yes, it does take time. But what I see again and again is that there is a tipping point where the cost of not having the money conversation outweighs the cost of having it.

When the conversation is not prioritised, providers often find themselves dealing with the fallout. Bad debt builds up because plans did not have adequate funding to cover the supports delivered. Unexpected tip-offs by disgruntled clients to the NDIA about the cost of supports can trigger payment integrity audits that are time-consuming, stressful and costly. These audits often uncover systemic payment compliance issues that open a can of worms for providers, leading to payment halts, cash flow problems and even more bad debt.

By comparison, the time invested up front in having clear, respectful money conversations with participants is a safeguard.

The money conversation is not about making disability support transactional or adding red tape. It keeps participants informed and engaged, gives providers clarity and certainty, and makes the relationship more sustainable. Talking about money may never feel comfortable, but it remains one of the most practical and powerful ways providers can stand beside participants as true partners in navigating the NDIS.

Lastly, we all know these conversations aren’t always easy. So we’ve created a webinar that shows you how to discuss funding periods and spending, in ways that build trust and keep budgets on track. Learn more: Funding Periods & Plan Budgets: Communicating with Participants