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Pre-planning - the Key to NDIS Success

Strong pre-planning is essential for getting the best possible outcomes from the NDIS. Faye Lawrence explores how offering pre-planning services can benefit both you and your customers.


Updated 15 Apr 202422 Aug 2017

Pre-planning can be a game-changer in the NDIS world. So is your organisation investing in it? If not, what is holding you back? We’ll take a look at some the benefits this service can offer to you and your customers.

Good pre-planning is crucial to getting the best possible outcome in the NDIS. The Scheme requires participants and their families think about disability supports in a whole new way. Without appropriate support, they can easily become overwhelmed and confused. It is often the case that people don’t know what they don’t know.

When done well, pre-planning equips participants to navigate the NDIS. They are left better prepared for their planning meeting and know how to best represent their interests. 

We cannot assume planners will ask the right questions. The NDIS is a moveable beast.  Many planners and LACs still learning in an environment saturated with rumours and misinformation. In this climate, it is not uncommon to see participants left worse off than they were before because of lack of adequate pre-planning.

Building trust and loyalty with your existing customers goes a long way to retaining them in this new, competitive marketplace. This is about showing them that you have their backs; that you understand them and you are prepared to invest the time and energy to support them through this period of change. Holistic pre-planning that covers all their supports can be the perfect way to convey this message.

You can use this as an opportunity to think of new ways to impart pre-planning information to your customers. Produce content that speaks to their interests through channels that they use. You could develop pre-planning workbooks, blogs, newsletters or social media posts that help them better understand the NDIS and the planning process. Some topics we thought of were: ‘familiarising yourself with NDIS language’, ‘what to ask in your planning meeting’, ‘things to consider in the pre-planning process’ and ‘what to expect when you are expecting (the NDIS)’. Again, this is an opportunity to build trust and loyalty with your customer, it is not the time to ‘hard sell’ your services.

Offering pre-planning can be an effective way to create awareness of your organisation and your services. In many states, 40-50% of people will be new entrants to the NDIS. Many new entrants will find themselves overwhelmed by the choices and unsure of which provider to go with. Pre-planning can be a way to set yourself apart from your competitors.

There is a lot to consider about how pre-planning services are delivered. Who in your organisation is best placed to deliver it? What are the costs involved? How will it be delivered?

However, the bottom line is this: the customer is now king. If you do not give them what they want, your competitors will.


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