FOI 24/25-1912 DOCUMENT 15

Explain the purpose and outcomes of a check-in

SGP KP Publishing

Exported on 2025-09-17 04:50:23

Page 214 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

1 Recent updates …………………………………………………………………………………………………….. 2 Before you start …………………………………………………………………………………………………….. 3 Communicate the purpose and outcomes of a check-in …………………………………………. 3.1 Explain the general purpose and outcomes of a check-in …………………………………………. 3.2 Explain the specific purpose of the check-in ……………………………………………………………. 4 Communicate how to prepare for a check-in meeting ………………………………………….–– 5 Communicate what happens after the check-in ……………………………………………………. 5.1 After a scheduled reassessment check-in ……………………………………………………………… 5.2 After a plan transition check-in …………………………………………………………………………….. 6 Next steps ……………………………………………………………………………………………………………

Table of Contents – 2 Page 215 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

This article provides guidance for a planner delegate, planner (non-partnered area), participant support officer, review officer, National Contact Centre, early childhood partner or local area coordinator to:

communicate the purpose and outcomes of a check-in
communicate how to prepare for a check-in meeting
communicate what happens after the check-in.

Recent updates – 3 Page 216 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

1 Recent updates

5 May 2025 Updated guidance to:

explain that a plan continuation won’t be offered at a plan transition check-in for plans moving from SAP CRM to PACE
include links to articles about consent and identity verification
include new resource to support conversations with participants in a changing environment
make sure you check for any alerts on the person account.

Recent updates – 4 Page 217 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

2 Before you start

You have read and understood:

Our Guidelines – Changing your plan (external)
Factsheet: Check-ins (external)
article Understand types of check-ins
article Guide – Conversation style guide and Guide – Assisting communication
Conversations with participants in a changing environment (PDF 12KB).

You have:

checked to see if their current NDIS plan is in PACE or SAP CRM
read all alerts on the participant’s Person Account. For example, an Assurance Planning Team (APT) alert to not offer a plan continuation to this participant
checked to see if the participant or their authorised representative needs an interpreter
completed a security check to make sure you’re talking to the right person, using article Consider a request for personal information
for an authorised representative, you’ve checked their status is active and they have the right authorities and permissions to act on the ’participants behalf. To learn more, go to Check consent, nominee, child representative or self-representation authorities
confirmed that the participant can talk to you now.

Before you start – 5 Page 218 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

3 Communicate the purpose and outcomes of a check-in

Participants have told us they prefer scheduled contact with us and need time to prepare for each interaction with us. It’s important to build rapport and connection with the participant before you go into the details. Make sure you use a warm and friendly tone when you:

make initial contact with the participant to arrange a suitable time and day for the check-in to take place. Use the script in sections Explain the general purpose and outcomes of a check-in, Explain the specific purpose of the check-in and Communicate how to prepare for a check in meeting of this article.
talk to the participant during their check-in and explain what happens next. Use the script in sections Explain the general purpose and outcomes of a check-in, Explain the specific purpose of the check-in and Communicate what happens after a check-in.

Note: where the scripts say ‘you’ we mean we are speaking to the participant. If you’re speaking to an authorised representative or organisation, please use the participant’s first name instead.

3.1 Explain the general purpose and outcomes of a check-in

Use the following script to explain the general purpose and outcomes of check-in meetings:

We like to check in with you to understand how you’re going and for you to tell us if anything has changed. In each check-in we want to talk to you about how your plan is supporting you. We’ll record this information to make sure you don’t have to tell us the same thing again.

Check-ins can be agreed to in advance or asked for by you. We’ll try to check in with you if you’re close to a milestone like:

turning 9
turning 18
starting or leaving school
approaching retirement age.

Or:

we’re concerned about how you’re using your plan
we’re concerned about your safety or wellbeing
we want to help you prepare for your upcoming reassessment check-in so we can recommend the most suitable approach, after this check-in. For example, a plan continuation or reassessment.

Sometimes plan reassessment dates pass while you’re waiting for a check-in to be completed or your plan to be approved. If this happens, your plan will continue for up to 12 months on your

Communicate the purpose and outcomes of a check-in – 6 Page 219 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

reassessment date. This means that you’ll be able to keep using your funds to pay for NDIS supports like you do now. You’ll be able to see your new reassessment date and the amount of funding for NDIS supports in your continued plan on the portals and app. Your new total funding amount may be different in the continued plan. This is because:

unspent funds remain available in the continued plan
continued plans automatically adjust in line with annual indexation.

I’ve given you a lot of information, do you have any questions so far?

After a check-in discussion we might need to take further actions. These could be:

updating your goals, strengths and about you information
referring you to providers or services
(non-planner delegates only) submitting a plan change request if you’ve had a change of circumstances.
(planner delegates only) making minor changes to your plan. You’ll receive a plan continuation letter, if we’ve decided to continue your plan for up to 12 months, after the reassessment date
preparing for a plan reassessment if you need bigger changes to your plan
(discretionary overutilisation check-in) talking about strategies to help you make sure your funding lasts for your whole plan duration
(plan transition check-in) assigning a Plan Approval case to a planner delegate who will generate and send you a copy of your new plan in PACE. We may need to arrange another check-in or plan implementation meeting with you to talk through how to access the my NDIS participant portal or my NDIS app and make self-managed claims.

We’ll tell you the actions we’ll take before we take them. We won’t change your plan without telling you first and we won’t leave you without NDIS supports. You can ask us to schedule another check-in if you need more time to prepare for the next steps we’ve talked about. That’s a lot of information I’ve just given you, is there anything you’d like me to explain more?

3.2 Explain the specific purpose of the check-in

Use the following scripts to book the check-in meeting for a specific purpose:

I’d like to organise a check-in meeting with you because (choose the relevant option from the following list):

You’re almost (9, 18, 65, starting school, leaving school) and these milestones may mean your NDIS support needs may have changed. I’d really like to check-in with you about what this milestone may mean for you and see what we might need to do.
Your NDIS plan is due to move across from our old computer system (SAP CRM) to our new system (PACE). I’d like to talk to you about what this change means for you and when I can book a plan transition check-in with you.
I’ve noticed that you’re spending less than we thought you would in your (core, capacity building, capital) budget. I want to make sure that you’re okay and help you

Communicate the purpose and outcomes of a check-in – 7 Page 220 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

understand how you can use your funds. I could help you to link to providers or give you information or resources to help you get the most out of your plan.
I’ve noticed that you’re spending more than we thought you would in your (core, capacity building) budget. I’d like to check in with you to see if you’re okay, what’s happening and how we might be able to get your plan spending back on track.
From what you’ve told us, you need (more, less, different) NDIS supports. I’d like to go through your plan with you to look at ways you can use it to meet your needs.
Your plan funds are due to end on (date). To understand what you need to do to prepare for the end of your plan, I’d like to check your information is up-to-date and talk about any changes. I’ll ask if you want me to schedule a plan meeting for you.
It’s time to check your eligibility as you’ve told us you’ve achieved your goals and no longer need NDIS supports. I want to make sure you have all the right connections in the community before we organise your exit.

Do you have any questions?

What date and time works for you to book the check-in?

Communicate the purpose and outcomes of a check-in – 8 Page 221 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

4 Communicate how to prepare for a check-in meeting

It’s important that participants understand how to prepare for each interaction with us.

Use the following script to explain how to prepare for the check-in conversation.

I’d like to help you get ready for your conversation with us. To prepare for a check-in meeting, I’d recommend you read our Factsheet: Check-ins (external). This is on our website but I can also send a copy to you if you’d like?

Think about if there is someone you’d like to bring to the meeting to support you. Do you have:

a friend or family member that supports you to use your plan?
a support coordinator or psychosocial recovery coach (recovery coach) that supports you to use your plan?
someone else in your life that will help you feel more comfortable when talking to us?

Make sure you’ve told us the person you bring to the meeting has permission to listen to what we’ll talk about in your check-in. You can change that permission at any time.

If your information, goals or circumstances have changed we’ll talk about this. It’s helpful if you bring information and evidence that verify if your NDIS support needs have changed. Providing evidence of your disability (external) will help you to know what type of evidence we’ll need from you (make sure you tell the participant exactly what they need to bring if you know). If there’s a new provider you want to work with, bringing their details can help us connect you to them faster.

Before we finish the check-in meeting, I’ll schedule your next check-in. If you’d like more contact with us or your situation is likely to change, we can schedule check-ins more frequently with you.

Communicate how to prepare for a check-in meeting – 9 Page 222 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

5 Communicate what happens after the check-in

5.1 After a scheduled reassessment check-in

If the information we talk about in a reassessment check-in tells us you might need a change to your plan, we’ll tell you. We’ll discuss these changes and tell you what the next steps will be. We’ll explain that if you need a plan reassessment and your reassessment date passes before we can get to it, your plan will be continued. This is to make sure you can keep accessing the NDIS supports you usually would while you’re waiting.

If what we talk about in a check-in shows how well your plan is working for you, we’ll tell you that continuing with the same NDIS supports looks like a good option for you. This means you won’t have to have a plan reassessment until you need one. We’ll ask you what you think about this option. You can always contact us at any time if you’re concerned. Is that clear or would you like me to explain this in a different way?

I’ll send you a check-in summary so you have a record of what we talked about and any next steps.

5.2 After a plan transition check-in

If the information we talked about in the Plan Transition Check-in case tells us you might need a change to your plan, we’ll tell you. We’ll discuss these changes and let you know what the next steps will be. We won’t be able to offer you a plan continuation at this plan transition check-in.

I’ll send you a check-in summary letter so you’ve got a record of what we talked about and any next steps.

Communicate what happens after the check-in – 10 Page 223 of 280

SGP KP Publishing – Explain the purpose and outcomes of a check-in

6 Next steps

To prepare for the check-in conversation, go to article Complete a desktop review before a check-in.
If you need to make a referral for the participant, go to article Make a referral.
If, after the reassessment check-in the participant asks about a plan continuation, go to articles Understand and talk about a plan continuation in SAP CRM or Understand and talk about a plan continuation in PACE, depending on which system their plan is in.
If, after the reassessment check-in, we recommend the participant’s PACE plan be continued, a Plan Change case will be created, with the Check-in case as the parent case. Continue with this Plan Change case. Go to section Plan change requests of article Understand and choose the right plan change request. IMPORTANT: don’t offer a plan continuation to the participant whose plan is moving from SAP CRM to PACE. This is because a new plan must be built to bring the participant’s information across to PACE. When the Plan Transition case is completed and closed, a Plan Approval case will be automatically created with Case Reason: Existing participant – Reassessment due. This means they’ll follow the reassessment pathway to generate a new plan in PACE.
If, after the reassessment or plan transition check-in, we recommend the participant’s plan be reassessed, a Plan Approval case will be generated, with the Check-in case as the parent case. Continue with this Plan Approval case.
If you change the participant’s plan as a result of your conversation with them, you must tell them. Go to article Explain the purpose and outcomes of a plan meeting to support this conversation.
If the participant needs a plan meeting, go to article Book and prepare for the plan meeting.
Schedule the participant’s next check-in date. Go to article Book change or cancel a check-in.
For discretionary check-ins, we highly recommend the participant receives a check-in summary letter as a record of what we’ve talked about. Go to article Complete the check-in summary.

Next steps – 11 Page 224 of 280