Does SupportAbility manage NDIS Plan Budgets?
Yes. SupportAbility has comprehensive tools for establishing, tracking, managing and reporting on client budgets.
SupportAbility provides tools for managing Plan Reviews and for placing clients on Billing Hold. Budget warnings are raised when planning service delivery and holistic budget utilisation can be generated to understand the status of all clients’ budgets.
How are NDIS Pricing Arrangements (Price Guide) updates managed?
The National Disability Insurance Agency (NDIA) release periodic updates to the NDIS Price Arrangements (previously called Price Guides).
Whenever an update to these Pricing Arrangements occurs, it is our highest priority to include this updated information in SupportAbility so that our providers can continue to provide the supports they deliver.
Does SupportAbility support the NDIS Remote and Very Remote Pricing Arrangements (Price Guides)?
The Remote and Very Remote Pricing Arrangements (Price Guides) are not available in SupportAbility.
To accommodate the need for higher prices, providers of direct services have the option to create a custom price when adding NDIS Support Items to a Participants funding record. This option may be feasible if you only support a handful of participants in a remote or very remote capacity.
However, if the majority of your participants require the use of the Remote and Very Remote Pricing Arrangements (Price Guides), this customisation would not be suitable.
Does SupportAbility provide special privacy barriers for NDIS Intermediary Services such as Support Coordination and Plan Management?
Yes. SupportAbility applies privacy barriers around case notes so that Direct Services cannot see the case notes recorded by intermediary services, such as Support Coordination and Plan Management, and vice versa.
Who owns the data that our organisation enters into SupportAbility?
As a SupportAbility subscriber, your organisation retains full ownership rights over all data entered into SupportAbility, including any uploaded documents.
Where is the data stored?
All data is stored in AWS data centres, located in New South Wales, Australia.
How is my data protected?
We understand that access to your client data is critical for your organisation and that without it, business effectively grinds to a halt. In order to ensure excellent performance and a highly reliable service for our clients, the SupportAbility data centre maintains multiple Tier-1 internet connections with failover procedures.
Government grade security safeguards and backup procedures have been implemented to protect your data at all times.
What are the SupportAbility Terms of Service?
How can SupportAbility be used to assist with Audits?
Can I get a referral from one of your clients?
Does SupportAbility contain an Incident Management System?
Does SupportAbility support and promote the use of the NDIS Practice Standards?
Can staff have different levels of access?
Is my data backed up?
How are planned and unplanned outages communicated and managed?
How many NDIS Service Providers rely on SupportAbility to manage their NDIS clients and services?
Can I use SupportAbility to track and manage staff documentation such as Worker Screening Checks?
Yes. A list of mandatory document requirements can be configured for each service your organisation delivers for both clients that participate in and staff that work in those services.
For example, an accommodation service may require that all clients must have an NDIS plan and a service agreement document attached to their record and all staff must have an NDIS Worker Screening Check in place.
SupportAbility will display warnings on client and staff records if mandatory documents are not in place. Furthermore, reports can be generated to identify all missing mandatory client and staff documents across the entire organisation to identify gaps in documentation and ensure compliance.
How do subscriptions and pricing work?
What is the minimum contract period?
How much document storage is included with each subscription?
Can we reduce our subscription fees if we re not planning on using all available features?
Each SupportAbility subscription includes all features and modules included in the product. Unfortunately, subscription fees can not be reduced if your organisation chooses to only use a portion of what is available. The only services that are not included in the above, and may incur additional fees are:
Onboarding & Support
Does each subscription include implementation support?
How do my staff receive training?
Can we import data from our existing system into SupportAbility?
Do you provide staging environments to train staff?
Our workforce is highly casualised. Can this reduce our subscription fee?
What are standard hours for providing Support?
Do you provide a Service Level Agreement (SLA) for support?
Where are your support staff based?
How do we access support?
Integrations & Development
Does SupportAbility integrate with the MyPlace Provider Portal?
Yes! SupportAbility provides flat file exports (CSV) for integration with the myplace provider portal.
Upload the results of each bulk claim to provide the perfect feedback loop and ensure a true representation of participant data between your finance system, the myplace provider portal and SupportAbility.
Can we integrate SupportAbility with our existing financial, payroll and other internal systems?
Yes! SupportAbility is designed to export accounts receivable invoice data across to your organisation’s finance system, which is then responsible for distributing those invoices to debtors and for managing the accounts receivable process.
We can also export time and attendance data (time sheets) for your payroll system, which is then responsible for award interpretation and payroll generation.
SupportAbility provides a large number of “out-of-the-box” finance and payroll integrations that are included with every subscription. Custom finance and payroll integrations can be built for additional systems upon request. Custom integrations do incur additional charges.
Does SupportAbility support TAC, Aged Care and other government funded initiatives?
Whist we have several subscribing NDIS service providers that utilise SupportAbility to deliver a portion of non-NDIS funded services such as TAC and Aged Care, this is not the core focus of SupportAbility. SupportAbility can generate invoices for these non-NDIS services, and even manage basic budgets and expenditure, however, we do not integrate with any non-NDIS government portals such as DEX or the My Aged Care service provider portal.
Which Finance Systems do you integrate with?
SupportAbility is designed to export invoice data across to your organisation’s finance system. Your finance system will be responsible for distributing those invoices and managing the accounts receivable process.
- MYOB AccountRight v19
- MYOB AccountRight 2020
- QuickBooks/Reckon via Zed Axis (N.B. the hosted and online versions of these products is not supported)
- Sage Evolution
Which Payroll Systems do you integrate with?
- MYOB AccountRight
- Payroll Metrics
- Sage MicrOpay
Can I engage SupportAbility to undertake custom development?
Can I attach a Business Intelligence tool such as Power BI or Tableau to my SupportAbility SQL data?
Yes. Many larger organisations require direct access to their raw SupportAbility data for the following reasons:
- the need to create custom reports using a business intelligence tool such as Tableau or Power BI
- data warehousing purposes
- data mining and data analytics purposes
SupportAbility Cloud Platform
Why are cloud-based systems superior to systems hosted internally?
The benefits of cloud based solutions include:
- the total cost of ownership (TCO) of software
- the need for expensive in-house IT staff and expertise
- system downtime
- service availability
- service stability
- system capacity
- service scalability
- speed of updates
What web browsers do you support?
For the best results, we recommend using the Google Chrome web browser when accessing SupportAbility.
SupportAbility also supports recent versions of the following major web browsers:
- Google Chrome 71+ (Highly recommended for all SupportAbility users)
- Firefox 18+
- Microsoft Edge – 18+
- Safari 12+
- Safari (for iOS on iPad) – Latest version
What operating systems do you support?
Do you support mobile phones and tablets?
Does SupportAbility have a Client Portal?
How often are updates applied and managed?
SupportAbility’s Engineering Team follow the agile methodology and release upgrades for the product generally every 3-4 weeks. This means we’re able to respond to changes in the NDIS as well as increase the value and meet the needs of our diverse subscriber base.
The great majority of upgrades are applied after hours and will not affect users even if they are using SupportAbility at the time. These minor upgrades and the changes within them are announced at the time of release. For major upgrades, we communicate, often multiple times, in advance, to help providers plan and prepare.
Whenever a new version of SupportAbility is released, we inform the nominated SupportAbility Authorised Representatives for each subscriber of all the changes we’ve made via our Release Notes. These Release Notes also provide links to new or updated documentation to assist providers in taking advantage of new features and enhancements.