Support Coordination Non Face-to-Face Claiming: Report Writing and Behind-the-Scenes Time
How support coordination non face-to-face claiming works: what report-writing and behind-the-scenes time you can bill, at what rate, and the evidence you need
What counts as non-face-to-face support
The price limits you claim against
What you can and cannot claim
Report writing: the most common and most misunderstood claim
Get consent and set expectations in the service agreement
Evidence: your service notes are the claim
A worked example
The 90-day claim window changes your invoicing discipline
Conflict of interest and NDIA scrutiny
Common mistakes to avoid
How this affects budget management
Frequently asked questions
Can support coordinators claim for writing reports?
Yes. Reports written for the NDIA about a specific participant - implementation reports, change-of-circumstances submissions, and plan-reassessment reports - are claimable as non-face-to-face support at the same hourly price limit as direct contact. Claim the reasonable time the report actually took, record a clear service note, and keep it proportionate to the plan.
Is non-face-to-face time billed at a lower rate?
No. There is no separate or discounted non-face-to-face rate. Behind-the-scenes work is claimed against the same support coordination item and price limit as face-to-face time - for example around $100.14/hr for Level 2 under the 2026-27 PAPL. Confirm the current figure in the PAPL before invoicing.
Do I need the participant's consent to claim non-face-to-face time?
You need informed agreement, best captured in the service agreement. State plainly that you claim report writing, provider liaison and research against their support coordination budget at the standard rate, and flag any unusually large claim before you do the work. This protects you if a claim is ever queried.
What non-face-to-face work can I not claim?
You cannot claim your own business overhead: internal admin, CRM updates, bookkeeping and BAS, marketing and intake for new clients, staff supervision and training, or team meetings not about a specific participant. If a task would still need doing regardless of a particular participant, it is overhead you absorb, not billable support.
How does the 90-day claim window affect non-face-to-face claims?
From 1 December 2026, claims must be submitted within 90 days instead of two years. Non-face-to-face time is easy to leave un-billed, so move to fortnightly claiming and reconcile service notes against submitted claims. Any report-writing time older than about 60 days should be treated as urgent, and un-claimed time past 90 days is lost income.