Key Points:

  • PACE replaced the NDIA’s old CRM and changed how support coordinators interact with participant plans, submit reports, and manage check-ins
  • The myNDIS provider portal is your primary interface with PACE, and the layout, navigation, and data display differ significantly from the old system
  • Structured check-ins have replaced the old scheduled plan review cycle, meaning you need to adapt how you track participant progress
  • Budget visibility in the portal now works differently, with separate displays for flexible and stated supports

What Changed Under PACE

PACE (short for “Participant, Approach, Connected, Experience”) is the NDIA’s replacement for the old Siebel CRM system that had been in use since the NDIS began. The transition started in 2023 and has now rolled out to all participants nationally.

For support coordinators, the changes are not cosmetic. PACE fundamentally restructured how participant data is stored, how plans are built, and how you interact with the NDIA through the myNDIS portal. The old CRM had its problems, but most SCs had learned to work around them over the years. PACE introduced a new set of workflows that require relearning.

The biggest shifts that affect your day-to-day work:

  • Plan structure: Plans now use flexible and stated funding categories rather than the old Core, Capacity Building, and Capital breakdown (though those terms still appear). Budget line items display differently.
  • Check-ins: The scheduled plan review cycle has been replaced with a check-in model. Plans no longer have fixed end dates in the same way.
  • Report submission: The process for uploading reports and evidence moved to new workflows within the portal.
  • Participant records: The way participant information, goals, and support details are stored and displayed has changed.

If you were comfortable with the old system, expect a learning curve. The underlying logic is different, not just the interface.

The myNDIS Provider Portal

The myNDIS provider portal is where you do most of your PACE work. You access it at my.ndis.gov.au using your PRODA credentials.

What You See When You Log In

The portal landing page shows your active participant list. Each participant record contains their plan details, budget information, goals, and any outstanding actions. The layout is tile-based rather than the old table view.

To find a participant, use the search function at the top of the portal. You can search by name or NDIS number. Once you open a participant record, you will see tabs or sections for:

  • Plan overview: Current plan details, funding amounts, plan dates
  • Budget: Breakdown of funding by category, with amounts used and remaining
  • Goals: The participant’s stated goals as recorded in the plan
  • Documents: Uploaded reports, assessments, and correspondence
  • Actions: Any pending tasks or check-in requests

One common frustration: the portal can be slow to load participant records, particularly during business hours when traffic is high. Morning sessions (before 9am AEST) tend to be faster.

Access and Permissions

You can only see participants where you have an active service booking or where the NDIA has linked you as the support coordinator. If a participant does not appear in your list, check that the service booking is active and correctly assigned to your organisation. Expired bookings will remove your access.

Submitting Reports Through PACE

Report submission is one of the workflows that changed most under PACE. The old method of emailing reports to planners or uploading through the provider toolkit is gone. Everything now runs through the myNDIS portal.

Step-by-Step Process

  1. Log into the myNDIS provider portal at my.ndis.gov.au
  2. Search for the participant using their name or NDIS number
  3. Open their record and navigate to the Documents section
  4. Select “Upload Document” (the button location may vary slightly depending on portal updates)
  5. Choose the document type from the dropdown. Common types for SCs include:
    • Support Coordination Report
    • Progress Report
    • Plan Review Evidence
    • Participant Assessment
  6. Add a description in the notes field. Be specific. “SC progress report, January to March 2026” is better than “report.”
  7. Upload your file. Accepted formats are PDF, DOCX, and JPG. PDF is recommended. Maximum file size is 10MB.
  8. Submit. You will receive an on-screen confirmation and an email confirmation.

Tips for Report Submission

  • Name your files clearly before uploading. The portal does not rename files, so “SC_Report_JanMar2026_ParticipantName.pdf” is far more useful than “document1.pdf” when someone retrieves it later.
  • Submit reports well before any check-in date. The NDIA staff reviewing participant records need time to read what you have provided. Submitting the day before a check-in is too late.
  • Keep a local copy of everything you upload. The portal does not always display uploaded documents immediately, and having your own records prevents confusion.
  • If the upload fails, try a different browser. Chrome tends to work most reliably with the portal. Clear your cache if you get repeated errors.

Understanding PACE Check-ins

This is where the biggest adjustment is for most support coordinators. Under the old system, plans had a fixed end date (usually 12 months, sometimes 24 months). You knew when the plan review was coming and could prepare accordingly.

PACE replaced that model with check-ins. Plans can now run for longer and more flexible durations, and the NDIA initiates check-ins at various points rather than waiting for a fixed review date.

How Check-ins Work

A check-in is a contact point between the NDIA and the participant (and by extension, you as their SC). Check-ins can be:

  • Scheduled: The NDIA sets a date for a check-in based on the participant’s circumstances. You will see this in the portal under the Actions tab.
  • Triggered: Something changes, like the participant running low on funding, a change in circumstances, or a provider issue, and the NDIA initiates a check-in.
  • Requested: The participant or you as their SC can request a check-in if something needs attention.

What Happens During a Check-in

The NDIA contact (either a planner or a partner in the community) reviews the participant’s current situation. They look at:

  • Whether goals are being met
  • How funding is tracking
  • Whether supports are working
  • If any changes are needed

As the SC, your role is to have current information ready. This means your reports should be up to date in the portal, and you should have spoken with the participant recently enough to give an accurate picture.

Preparing for Check-ins

  • Keep a running log of participant progress, not just a summary written the week before
  • Upload reports and evidence to the portal regularly rather than in a batch before the check-in
  • Flag any issues early. If a participant’s circumstances have changed, request a check-in rather than waiting for one to be scheduled
  • Make sure your participant knows a check-in is coming. Some participants have reported being contacted by the NDIA without warning, which can be stressful

Budget Visibility and Plan Structure Changes

How budgets display in the portal has tripped up many SCs, particularly those who memorised the old category structure.

Flexible vs. Stated Supports

Under PACE, plan budgets are divided into:

  • Flexible supports: The participant can use this funding across a range of support types without strict line-item restrictions. This gives more freedom but also requires more careful tracking to avoid running out early.
  • Stated supports: These are locked to specific purposes. The participant cannot redirect this funding to other uses.

The portal shows these as separate sections within the budget tab. You will see the total flexible amount and how much has been claimed, plus individual stated items with their own balances.

Reading the Budget Display

The budget screen shows:

  • Total plan value: The full funding amount
  • Allocated: How much has been assigned to service bookings
  • Used: How much has actually been claimed by providers
  • Remaining: What is left

One thing to watch: the “remaining” figure can be misleading if there are service bookings in place that have not yet been claimed against. The actual available funding may be lower than what the portal shows as “remaining” because committed bookings are not always deducted in real time.

Monitoring Burn Rate

With flexible plans and less predictable review dates, monitoring how fast a participant’s budget is being used is more important than before. Build a simple tracking spreadsheet that pulls the numbers from the portal monthly. Compare the spend rate against the plan duration to spot problems early.

Common PACE Issues and Workarounds

These are problems SCs are actually hitting in practice, along with what has worked.

Portal Timeouts and Slow Loading

The myNDIS portal struggles under load. If the portal times out mid-upload, do not re-upload immediately. Check the Documents section first, as your upload may have gone through despite the error. Duplicate uploads create confusion.

Participant Not Appearing in Your List

If a participant you are supporting does not show in the portal, the most common cause is a service booking issue. Either the booking has expired, the booking was made under a different ABN, or the NDIA has not processed the booking yet. Contact the NDIA provider line on 1800 800 110 to check.

Budget Figures Not Matching Provider Claims

There can be a lag between when a provider submits a claim and when it appears in the budget display. This lag can be anywhere from a few days to a couple of weeks. If numbers do not match, wait a week and check again before raising a dispute.

Check-in Scheduled with No Notice

Some SCs have found that check-ins appear in the portal with very short lead times. Check the Actions tab regularly (at least weekly) so you are not caught off guard. Setting a calendar reminder to review the portal every Monday morning is a simple fix.

Document Upload Errors

If uploads repeatedly fail, check your file size (must be under 10MB) and format (PDF, DOCX, or JPG only). Large scanned documents are a frequent culprit. Compress PDFs before uploading. If the issue persists, try uploading from a different device or network.

Tips for Adapting Your Workflow

The shift to PACE is not optional, so the practical question is how to adjust your processes to work within it.

Build portal checks into your weekly routine. Set a fixed time each week to log in, review your participant list, check for new actions, and update any outstanding items. Reactive use of the portal, logging in only when something is urgent, leads to missed check-ins and outdated records.

Standardise your report templates. Since reports now go through a structured upload process, having a consistent template for each report type saves time and makes it easier for NDIA staff to find the information they need. Include the participant’s NDIS number, the reporting period, a summary of progress against goals, and any recommendations.

Communicate check-in timing to participants. Many participants are confused by the new check-in model. Explain that their plan will not simply “run out” on a set date and that check-ins will happen at various points. This reduces anxiety and helps them engage with the process.

Keep your own records. Do not rely solely on the portal for your records. The portal is a submission tool, not a case management system. Maintain your own files, notes, and tracking spreadsheets. If the portal loses a document or displays incorrect data, your local records are your evidence.

Connect with other SCs. The PACE transition is affecting every support coordinator in the country. Peer networks, whether formal through your organisation or informal through SC groups on social media, are a practical source of tips and workarounds. What works in one region may solve a problem you are having in another.

Finding a Support Coordinator

If you are a participant or family member looking for an experienced support coordinator who is across the PACE system, Carevo connects you with support coordinators in your area. You can browse profiles, compare experience, and reach out directly.

For SCs looking to grow your referral base, list your practice on Carevo to connect with participants who need support coordination.

More Resources for Support Coordinators