Plan Managers deal with all the tricky accounting paperwork and accounting administrative tasks related to your plan – like keeping track of your spending, maintaining accurate financial records, handling claims with the NDIA and making sure your providers get paid, tracking your spending and holding all of your service agreements in a secure location. This means you can focus on the more important stuff, like realising the goals in your plan.

Each customer and supplier that uses ISM services is given a dedicated Relationship Manager (RM). Each RM will work with you directly to ensure that your experience at ISM is handled professionally and as efficiently as possible. As your single point of contact, your RM is committed to the following:

Participants and Nominee

• Take any questions or queries you have and own the solution – non-urgent enquiries should be directed to your RM’s email address; urgent enquiries should be directed to 1800 954 559.
• Touch base with you at least every 3 months via email or if necessary by phone to see how we can strengthen our relationship and enhance our service.
• Contact you from time to time discuss:
  • ideas and services that may be beneficial for you as a customer.
  • changes to the scheme or our procedures.

Suppliers

• Take any questions or queries you have and own the solution – non-urgent enquiries should be directed to your RM’s email address; urgent enquiries should be directed to 1800 954 559.
• Giving you a progress report within 24 hours if it can’t be resolved in that time.
• Touch base with you at least every 3 months via email or if necessary by phone to see how we can strengthen our relationship and enhance our service.
• Contact you from time to time discuss:
  • ideas and services that may be beneficial for you as a business partner.
  • changes to the scheme or our procedures.
• Your RM is there to deliver:
  • a personalised service and address any problems or issues you may have.
  • to ensure you get the very best from ISM as a valued business partner.

The biggest misconception is that Plan Managers assist participants in locating appropriate services and link participants into services. How to best utilise your funding and locating the best supports for you is typically the role of your NDIS/LAC planner, or Support Coordinator. Your plan manager is primarily responsible for ensuring the supports you choose are paid from your NDIS budget.

If your NDIS/LAC planner has included plan management, you will locate this budget in your NDIS plan in a Support Area: Improved Life Choices (this is Plan Management).

If you do not have this Support Area, you can make a request to your NDIS/LAC planner directly to have your plan, or part of your plan, to be managed by a Plan Management agency.

The NDIS covers the cost of supports across a wide range of areas. From education, employment and community participation, through to your living arrangements, independence, health and wellbeing. What’s covered in your plan will really depend on your individual situation and life goals. The NDIS uses the “reasonable and necessary” framework to determine what support you can be funded for. The NDIS can also fund Plan Management, which gives you more choice and control over what you can purchase. If you want to know more about how the NDIS funds specific costs, contact our team today.

If you want to make changes to your plan down the track, you can always ask for a review of your plan or submit a change of circumstances form. You will need to discuss this directly with your NDIS planner or LAC. Make sure you explain as clearly as possible how and why you need to make adjustments. For example, if your personal circumstances have changed.