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Your first NDIS participant: an onboarding conversation checklist
Your first support session starts with a conversation, not a folder of forms. Before booking the work, make sure the person understands what you offer and that your team understands their preferences. Use this checklist to identify questions that still need an answer.
Ongoing Compliance4 min readLast reviewed:
Takes about 60 seconds. No obligation.
Start with the person's preferred way to communicate
Ask how the person would like to discuss the service. They might prefer a short conversation, written information, an interpreter or support from someone they choose. Do not assume a standard email and a signature tell you whether the information is understood.
The NDIA's guidance on making a service agreement says participants can ask for language, communication methods and terms they understand. Allow time for questions and suggestions. A discussion should help the person make a choice, rather than pressure them into accepting your usual template.
Questions to discuss before the first support session
| Topic | Conversation prompt | What to record |
|---|---|---|
| Goals and preferences | What would you like this support to help you do? What matters to you about how it is delivered? | Agreed outcomes and communication preferences. |
| Service fit | Which tasks can our team provide, and which are outside our current scope? | Clear inclusions, exclusions and questions needing advice. |
| Practical arrangements | Where will we meet, who will attend and what should happen if plans change? | Agreed arrangements and the appropriate contact. |
| Costs and payment | Which proposed charges need explaining? What funding and payment questions remain? | The agreed information and unresolved checks, without assuming funding approval. |
| Changes and concerns | Who can you contact if you want to change the service or raise a concern? | An understandable contact process and questions about the agreement. |
| Review | When should we check whether the arrangement is working for you? | A review point and who will arrange it. |
A worked example: a cleaning service enquiry
A fictional new cleaning business receives an enquiry asking for 'help around the house'. The owner does not immediately promise every household task. Instead, they ask what the person wants help with and explain which cleaning tasks the business is equipped to deliver.
During the conversation, the person says they would prefer a brief phone explanation before receiving written information. The owner records that preference and explains the proposed visit. A question about an additional task remains unresolved, so it is recorded separately for follow-up rather than quietly added to the booking.
The useful outcome is clarity: both sides know the proposed service, the next question to resolve and how to contact each other. The example does not determine whether a particular service is funded or whether registration is required; those checks depend on the actual support and circumstances.
Turn the conversation into a manageable follow-up list
- 01
Separate agreements from questions
Write down what is confirmed and what is still undecided. Use a separate action list for funding, scope or scheduling questions so nobody mistakes a discussion for an agreement.
- 02
Assign each question
Give each follow-up an owner and a due date. Identify whose permission or information is needed and use an appropriate secure channel.
- 03
Confirm understanding
Invite the person to ask questions about the proposed arrangements. Provide the information in their preferred format and make sure they know how to request a change.
- 04
Brief the team
Share the information workers need to deliver the agreed support, through controlled access. Avoid collecting or circulating unrelated personal details.
Keep the checklist separate from the agreement
This checklist helps structure a conversation. It does not replace a suitable service agreement, individual support planning, risk assessment or the requirements that apply to your particular supports. Use current official guidance and obtain appropriate advice about contract terms.
Revisit the arrangements when something changes
Do not treat onboarding as a one-time task. If the requested support changes, return to the questions about service fit, communication and responsibilities. Keep a clear record of the agreed change and the current information your team should use.
The NDIA advises keeping agreements up to date and discussing changes when supports, providers or plans change. A regular check-in is also an opportunity to ask whether the service still works for the person, rather than assuming the first arrangement remains suitable indefinitely.
Frequently asked questions
- Is this a service agreement template?
- No. It is a practical conversation checklist. An agreement needs to suit the actual service and circumstances; check current official guidance and seek appropriate advice about its terms.
- Should I promise that a service will be funded during onboarding?
- Do not assume funding from an enquiry alone. Clarify the proposed support and resolve the relevant funding and payment questions before relying on them.
- Can I practise the conversation before speaking with a participant?
- Yes. Use a fictional scenario with a colleague, identify unclear explanations and improve them. Keep practice notes labelled as practice, separate from real participant records.
Official sources and further reading
Requirements change. Always confirm the current position with the relevant authority before making decisions.
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