The first conversation with a support provider sets the tone for everything after it. A little preparation means the call covers what matters, and you finish it knowing whether the provider is worth taking further. This guide works for both NDIS participants and older people looking at Support at Home.
What is an initial support discussion?
It is usually a phone call or short meeting after you enquire or make a referral. The provider asks about the person’s needs, goals and routines. You ask about how they work. Nothing is agreed on the day. It is a chance for both sides to see whether the fit is right.
What details should you have ready?
Keep this checklist nearby when you call:
- the name of the person who needs support and how they like to be contacted
- the suburb and the places support is needed, such as home, work or a day program
- the tasks or activities the support is for
- days and times that suit, and anything that does not
- how the support will be funded: an NDIS plan, a Support at Home approval, or not sure yet
- communication needs, such as an interpreter, hearing support or plain-language information
- anything important for safety, such as mobility, allergies or behaviours of concern
- who else should be involved, such as a family member, nominee or support coordinator
Which documents are useful?
For Support at Home, the assessment outcome letter and support plan list your approved services, classification and budget. For the NDIS, the plan shows your goals, budgets and how your funding is managed. Have them nearby during the call, but you do not need to send them before the first conversation.
What questions should you ask?
- Do you deliver these supports in our suburb, at the times we need?
- How do you choose and introduce workers? Can we meet them first?
- What happens if a worker is sick, or if we need to cancel?
- How will you keep us informed, and how often will you check in?
- What does it cost, and how is it paid?
- How do we raise a concern if something is not right?
The answers to many of these later go into a service agreement. The NDIS recommends one whenever you start with a new provider, covering how supports are delivered, costs, how the provider is paid, how to raise concerns and how to end the agreement.
How does the conversation usually go?
- Introductions, and who is on the call.
- The person’s situation, goals and what support is for.
- Practical details: days, times, places and funding.
- Your questions about the provider.
- Agreed next steps, such as a meeting at home or a written proposal.
If the person needing support is on the call, make sure they get space to speak. It is their support, and their preferences matter most.
How can you prepare the person who needs support?
If the person needing support is joining the conversation, talk it through with them beforehand. Ask what they want from support, what worries them and what they would like to ask. Some people like to write their questions down or have a family member speak for them on some topics. Let the provider know in advance if they need extra time, a quieter setting or information in a different format.
What should you do after the call?
- write down what was discussed, including any costs and times mentioned
- compare what each provider offered if you spoke to more than one
- check the provider on the NDIS Commission’s provider register if registration matters to you
- note any follow-up the provider promised, and when
The NDIS Commission suggests thinking about whether a provider will put you first and listen to you, and whether you can agree on the type and cost of supports. Those two questions are a good test of any first conversation.
What happens after the discussion?
If both sides want to go ahead, the next step is usually a meeting at home and then an agreement about the services. If not, a good provider will say so honestly, so you can look elsewhere. Our guides on what happens after an NDIS referral and understanding Support at Home service arrangements explain the steps for each program.
Services people often discuss first include NDIS personal care, Support at Home personal care and transport support.