Unified NDIS Participant Management and Billing Platform for a Support Coordination Business

The Challenge

Running a support coordination business under the NDIS means managing complex, high-stakes information for every participant — plan details, budgets, case notes, appointments, and relationships with plan managers. For this provider, that work was being done across a mix of spreadsheets and general-purpose tools that didn’t talk to each other.

There was no single place to see a participant’s full picture. Scheduling was tracked separately from case notes. Invoicing was manual, slow, and prone to errors when mapping services to the correct NDIS support categories. Most critically, tracking how much of a participant’s plan budget had been spent — and forecasting what remained — required time-consuming manual reconciliation that was never quite current.

What We Built

Flowmetryx designed and delivered a unified platform built on Microsoft Power Apps, with Power Automate handling the integration layer and Xero as the connected finance system.

Participant management — A central record for every participant, including contact details, NDIS plan information, linked plan managers, and a full history of case notes and support delivered.

Budget tracking — Real-time visibility over each participant’s plan budget, with spend tracked against NDIS support categories as invoices are raised. Coordinators can see remaining funds at a glance and identify participants approaching their plan limits before it becomes an issue.

Scheduling — Appointments and support sessions are logged directly in the platform, linked to the relevant participant record and feeding through to invoicing automatically.

Xero integration via Power Automate — When a support session is recorded, a Power Automate flow raises a draft invoice in Xero with the correct NDIS line items, support category codes, and participant and plan manager details pre-populated. The team reviews and approves — the heavy lifting is done.

Compliance and audit trail — Every case note, schedule change, and billing event is timestamped and stored against the participant record, giving the business a defensible audit trail for NDIS audits and plan reviews.

The Results

Since going live, the business has a single source of truth for every participant they support. The time previously spent re-entering data across disconnected tools has been reclaimed. Invoices are generated correctly and consistently, with NDIS support categories applied automatically — reducing the risk of claim errors and payment delays.

Coordinators now have the budget visibility they need to have proactive conversations with participants and plan managers, rather than discovering shortfalls too late. And with a complete, timestamped record of all case notes and support activity, the business is well-positioned for audits and plan reviews.

Our coordinators can finally see everything they need in one place — participant details, budgets, notes, and upcoming appointments. The admin that used to take hours each week just happens in the background now.