Mastering the PACE Transition

Will, EnableUs Community

Alright, welcome back everyone to The EnableUs Community Podcast! Will here, and I'm joined by Winter. Today, we're digging into something we know has been on a lot of providers’ minds: the transition from PRODA to myID and RAM, and how PACE is kind of turning our usual invoicing routines upside down—hopefully for the better in the long run.

Winter, EnableUs Community

Hey folks! So, just so we’re all on the same page, by November 10, 2025, PRODA will be gone. Like, totally, totally gone—no more logging in and hoping you remembered the right answers. Everyone, every provider, is gonna need to use myID and RAM to jump onto NDIS portals after that date. No exceptions. It’s part of this big NDIA push for tighter security and better data protection. Honestly, scams and breaches have been such a nightmare recently—so I kind of see why they’re going hard on this.

Will, EnableUs Community

Yeah, and I mean, I know we’ve talked about portal quirks in quite a few previous episodes, but this change? It’s really foundational—it’s not just reshuffling buttons or making a couple of new menus. NDIA wants to make sure only the right people have access, and with PACE coming in to replace their whole backend, we get better functionality and stronger data control. But it means, for a while, we’ve gotta juggle both the old and the new. It’s like, "Oh, is this participant still on the old system, or are they on PACE now?"

Winter, EnableUs Community

And you know what’s wild? I remember—oh, this is a bit embarrassing—when I first set up myID, I thought, "Sweet, I’ll just use the shared team account, save the trouble." Big mistake. I couldn’t access half the stuff, and then our claims wouldn’t go through. It turns out, every staff member actually needs their own credentials, and you can’t just, like, have everyone using ‘admin@myorg’ like we used to with PRODA. I had to unwind all the mess—reset passwords, fix authorisations, all that. Trust me, letting everyone set up their own myID right from the start? Lifesaver.

Will, EnableUs Community

You’re absolutely right, Winter. And for anyone listening: if you take away just one thing from today, it's to make sure every single person in your org has their own myID sorted well before the deadline. It’s a pain if you leave it to the last minute and find out—boom, you’re locked out when you need to lodge a claim.

Will, EnableUs Community

Now, let’s get into the claims side—because that’s where things really shift operationally with PACE. Before, if you liked doing single claims, yeah, you could just pop them in one at a time. But, with PACE, bulk uploads are basically mandatory for any participants whose plans are managed in the new system. You try to do a line-by-line claim, the portal just says "nope."

Winter, EnableUs Community

It’s a big procedural change, especially for smaller providers. So, your practice management software needs to be updated—can’t stress this enough. If it doesn't export the right bulk upload files for NDIS, you’ll have a tough time. Check with your software support or vendors now, not on the 9th of November next year! And, it’s not just a one-off upload now and then—you really want to build a routine, maybe weekly submissions, to keep cash flow steady and avoid any bottlenecks.

Will, EnableUs Community

Absolutely, and here's a real example from a clinic I spoke with last month—a small allied health outfit. They used to just do ad hoc claims, like whenever they needed the cash flow. Once they moved to weekly bulk uploads, their payments didn’t slow down at all—still got paid within two to three days, same as before. But there were fewer missed claims and, honestly, fewer headaches. Routine is king here. Set a reminder, get the uploads done, and you’ll avoid that end-of-month panic.

Winter, EnableUs Community

And just a quick note on bookings—under PACE, service bookings have to be within the participant’s current plan dates. If you mess up the dates, your claim might bounce. Keep a close eye, and if a client’s plan is ending soon, double-check you’ve extended service bookings and budget is still available before submitting.

Will, EnableUs Community

That ties back to what we said in earlier episodes about preventing payment delays—accurate bookings, matching claim details, all those little things make a massive difference with the new system.

Winter, EnableUs Community

Okay, let’s talk about the stuff that trips people up—these are the most common mistakes we've seen with the PRODA to myID/RAM switch. Number one: using your work email instead of your personal one for myID set-up. Oh, and also not accepting RAM authorisations before trying to jump into the portal. It’s like, you think you’re in, but then nothing works and you’re chasing your own tail. Oh, and people not updating the whole team until the day before the switch—yeah, that always ends well, right?

Will, EnableUs Community

Yeah, and I actually had a provider call me—like, right at the last minute, the Friday before a big claims run. They thought, "no worries, we’ll move people onto myID Friday arvo, test it quickly, and smash out the claims Monday." But, half the team couldn't log in, authorisations were missing, and their finance guy hadn’t even set up his myID. Full panic mode! It’s that classic "test everything well before the deadline" lesson. If you’re not sure, get someone to do a dummy run—can you access the portal? Can you actually upload claims through bulk? Can you see both old and new plans?

Winter, EnableUs Community

And please, please: no sharing logins or workarounds. Each person needs their own myID, or you’re violating protocols—and risking big compliance headaches. If you get stuck, there's a few good support options—the NDIA is still running info sessions on PACE and myID. Your practice management software provider should be all over this too, helping you tweak your settings for bulk uploads or troubleshoot access issues. And for the technical side, RAM has their own helpline. Use it before you hit crisis mode!

Will, EnableUs Community

And, just to wrap things up, keep an eye on all the official NDIA updates. The rules and tech are changing as they learn from all our feedback. If you’re chatting with other providers, share your wins and fails—it saves everyone time. If you stay on top of things, test early, and keep your team sorted, you’ll move through this transition way smoother. But hey, we’ll keep you in the loop—next episode, we’re answering some of the trickier questions we’re getting about service bookings under PACE.

Winter, EnableUs Community

Sounds good. Thanks for tuning in, everyone! Will, always a pleasure.

Will, EnableUs Community

Always, Winter. Keep those questions coming, and we’ll see you next time. Catch ya!