What Counts as Non-Face-to-Face?

What is NF2F Support and Why It Matters

Will, EnableUs Community: Alright, welcome back to Inside NDIS, everyone! I’m Will, and I’m here with Winter. Today we’re diving into something that, honestly, most people don’t even realise is a thing—Non-Face-to-Face support, or NF2F. Winter, how many times have you had to explain this to someone who just thought support was all about being there in person?

Winter, EnableUs Community: Oh, so many times, Will. I think people picture support as just, you know, someone showing up, having a chat, maybe helping with daily stuff. But there’s this whole world of work that happens behind the scenes—like, a lot of it. And it’s actually crucial for participants to get the most out of their NDIS plans.

Will, EnableUs Community: Yeah, exactly. So, just to set the scene, NF2F support is basically any task you do for a participant without them being there—so, not face-to-face, not even on a video call. But, and this is important, it’s gotta be directly related to their care or their goals. It’s not just any admin you do in the office.

Winter, EnableUs Community: Right, and for it to be claimable under the NDIS, there’s a few boxes you have to tick. The activity has to be necessary for delivering the participant’s funded support, it’s gotta be reasonable, and you need to document it properly. And ideally, it should be in the service agreement, so everyone’s on the same page from the start.

Will, EnableUs Community: I remember the first time I explained this to a participant—she was honestly shocked. She said, “Wait, you do all that for me and I don’t even see it?” I had to walk her through all the stuff that happens, like prepping reports, talking to her physio, even just planning out her sessions. She actually said it made her feel more supported, knowing there was all this invisible work going on for her.

Winter, EnableUs Community: That’s such a good point. I think when people understand what’s happening behind the scenes, it builds trust. And it’s not just about ticking boxes for compliance—it’s about making sure the support is actually meaningful and tailored to the participant’s goals.

Claimable vs Non-Claimable Tasks: Getting It Right

Winter, EnableUs Community: So, let’s get into what actually counts as claimable NF2F work. There’s a bit of a grey area sometimes, but there are some clear examples. Like, if you’re a support coordinator, things like coordinating with other providers, reviewing a participant’s progress, or updating a crisis plan—those are all usually claimable.

Will, EnableUs Community: Yeah, and for allied health, it’s stuff like writing reports, customising therapy plans, or even liaising with family or school staff about therapy strategies. It’s gotta be specific to the participant, though—not just generic resources you use for everyone.

Winter, EnableUs Community: And for support workers, it might be reviewing care notes before a shift, or briefing with another worker about a participant’s needs. But—and this is where people get tripped up—general admin, like scheduling rosters or chasing invoices, that’s not claimable. Same with staff training, unless it’s for a specific participant’s needs.

Will, EnableUs Community: Yeah, I always use this rule of thumb: if the participant wouldn’t recognise the value of the task, it’s probably not claimable. Like, if you’re just updating your CRM or having a business meeting, that’s not NF2F support. But if you’re writing a report that helps the participant achieve their goals, that’s a different story.

Winter, EnableUs Community: I had a case recently where a participant questioned an invoice because there was a line item for “preparation.” But because we’d itemised everything—like, “20 minutes communicating with your speech therapist about your meal plan”—it was easy to show exactly what was done and why it mattered. The participant actually thanked us for being so clear about it.

Will, EnableUs Community: That’s the gold standard, honestly. If you can explain it to the participant and they see the value, you’re probably on the right track. And it makes audits way less stressful, too.

Making NF2F Time Billable and Transparent

Will, EnableUs Community: So, how do you actually make sure your NF2F time is billable—and, you know, audit-proof? First thing, get it in the service agreement. Like, literally write in, “Up to one hour of non-face-to-face time per fortnight may be billed for support planning, report writing, and coordination with other providers, where necessary.” That way, everyone knows what to expect.

Winter, EnableUs Community: And then, be specific. Don’t just say, “preparation.” Say what you did, how long it took, and how it links to the participant’s goals. Like, “15 minutes—created visual schedule for participant’s morning routine.” The more detail, the better.

Will, EnableUs Community: Yeah, and keep records. I know it sounds boring, but log everything—dates, times, what you did, why you did it. And keep copies of emails or meeting notes as evidence. If you ever get audited, you’ll be so glad you did.

Winter, EnableUs Community: And don’t forget to talk to the participant about it. Like, actually explain, “Some of your support happens behind the scenes, like preparing reports or coordinating with your other providers. These tasks are essential to your funded support, and we include them in your service agreement.” It’s about being transparent, not just ticking a compliance box.

Will, EnableUs Community: Before you bill for NF2F time, just ask yourself: Does this directly benefit the participant? Is it clear, reasonable, and documented? And could I explain it if someone asked? If you can say yes to all three, you’re probably good to go.

Winter, EnableUs Community: Yeah, and if you’re ever unsure, just over-communicate. It’s better to give too much info than not enough. That way, participants feel informed and you’re covered if anyone ever questions it.

Will, EnableUs Community: Alright, I think that’s a wrap for today. NF2F support might be behind the scenes, but it’s honestly where a lot of the magic happens. We’ll be back next time to dig into more NDIS pricing and budgeting tips. Winter, always a pleasure chatting with you.

Winter, EnableUs Community: You too, Will. Thanks everyone for tuning in—don’t forget to check out our next episode. See you soon!