The Real Cost of Behind-the-Scenes Work (And How to Bill It)

Understanding Non-Face-to-Face Work

Will, EnableUs Community: Alright, welcome back to the EnableUs Community Podcast everyone. Will here, and as always, I’m joined by Winter. Today, we’re diving into something that, honestly, gets overlooked way too often—non-face-to-face work. You know, all that stuff you do behind the scenes, like writing reports or calling up other providers, that actually keeps everything running smoothly for participants.

Winter, EnableUs Community: Yeah, and it’s funny, Will, because I remember my first time prepping a behaviour summary for a participant. I thought, “Oh, this’ll just be a quick write-up.” But then, suddenly, I’m knee-deep in progress notes, reviewing old plans, and coordinating with a speechie. I had no idea how much of that was actually billable under NDIS rules. I mean, I was surprised—some of it, yes, but not all. It’s not always clear-cut, is it?

Will, EnableUs Community: No, it’s not. And I think a lot of providers just assume, “If I’m not sitting with the participant, I can’t bill for it.” But that’s not true. Non-face-to-face support is basically any work you do that directly contributes to a participant’s goals or the delivery of their services, even if they’re not in the room. So, things like writing progress reports, liaising with other providers, prepping session materials, or updating service documentation—if it’s tied to a participant’s plan, it could be billable.

Winter, EnableUs Community: Exactly. And it’s not just about ticking boxes for compliance. These tasks are actually essential for good outcomes. Like, if you’re coordinating care with a physio or writing a detailed report for a plan review, that’s what helps participants get the most out of their funding. It’s the stuff that makes the face-to-face sessions more effective, right?

Will, EnableUs Community: Yeah, and as we talked about in our episode on non-face-to-face work, it’s all about making sure every dollar is working hard for the participant. But you’ve gotta know what counts, and what doesn’t, or you risk missing out—or worse, over-claiming and getting into trouble. So, let’s break down how to actually bill for this work the right way.

Navigating Compliance and Documentation

Winter, EnableUs Community: So, let’s get into the nitty-gritty—compliance. The NDIS Price Guide is pretty clear: for non-face-to-face work to be billable, it has to be directly related to a support item, properly documented, and within the price caps. You can’t just claim for anything you do at your desk. It’s gotta be necessary, reasonable, and tied to a participant’s goals.

Will, EnableUs Community: Yeah, and documentation is everything. I mean, if you’re not logging the date, time, what you did, and how it links to the participant’s plan, you’re setting yourself up for headaches. I remember this one provider—won’t name names—who did heaps of coordination work but didn’t track it properly. When it came time to claim, they couldn’t justify it, and they missed out on getting paid. It’s a classic case of “if it’s not written down, it didn’t happen.”

Winter, EnableUs Community: That’s where good tools come in. There are some great case management systems out there—like Brevity, ShiftCare, Lumary—that make it easy to log non-face-to-face work. Even just using templated session notes or integrated timesheets can help. The key is to be consistent and detailed. And, honestly, it saves you so much time if you ever get audited.

Will, EnableUs Community: Yeah, and don’t forget about internal policies. Having clear guidelines for your team on what’s billable and how to record it can make a huge difference. It’s not just about compliance, either—it’s about being fair to yourself and the participant. You want to be able to show, “Hey, this is the work I did, and here’s why it matters.”

Winter, EnableUs Community: And if you’re ever unsure, just go back to the basics: Is this task directly related to a participant’s goal? Can I justify the time spent? Is it within the NDIS price limits? If you can tick those boxes and you’ve got the documentation, you’re on the right track.

Setting Boundaries: Billable vs Non-Billable

Will, EnableUs Community: Alright, so let’s talk boundaries—what’s billable and what’s not. This is where people get tripped up. So, billable non-face-to-face activities? Think writing progress notes, preparing reports, liaising with other providers, or creating session materials. Basically, anything that’s for a specific participant and directly linked to their plan.

Winter, EnableUs Community: But then you’ve got the non-billable stuff—like general admin, internal team meetings, rostering, business operations, or quoting for new clients before a service agreement is signed. That’s just part of running a business, and NDIS won’t pay for it. I always tell people, if you can’t tie it back to a participant’s goal, don’t even try to claim it.

Will, EnableUs Community: Yeah, and another thing—be reasonable with your billing. Like, if you spend two hours writing up notes for a one-hour session, that’s gonna raise eyebrows. Most providers cap non-face-to-face work at 15 to 30 minutes per session, unless there’s a really good reason. And always communicate with participants and plan managers about what you’re billing for. It’s about transparency, not surprises.

Winter, EnableUs Community: That’s where a good service agreement comes in. I saw one recently that spelled it out in plain language: “This includes writing progress notes, liaising with other service providers, or preparing reports related to your goals.” It made it so much easier for everyone to understand what was billable, and it actually improved trust. No confusion, no disputes—just clear expectations.

Will, EnableUs Community: And if you’re ever explaining it to a participant, just keep it simple. Like, “This week, I’ve logged an hour for our session and 20 minutes for your plan summary. Both are in line with NDIS guidelines and will show up on your invoice.” It’s about making sure they know what they’re paying for, and why it matters for their outcomes.

Winter, EnableUs Community: Exactly. And at the end of the day, billing for non-face-to-face work isn’t just about getting paid—it’s about valuing the work that actually drives better outcomes for participants. If you’re clear, compliant, and transparent, everyone wins.

Will, EnableUs Community: Couldn’t have said it better. That’s a wrap for today’s episode. Thanks for tuning in, and don’t forget—if you’ve got questions or want us to cover something specific, let us know. We’ll be back soon with more ways to make NDIS work for you and your participants. Winter, always a pleasure.

Winter, EnableUs Community: Thanks, Will. And thanks to everyone listening. Catch you next time on Inside NDIS!