NDIS Plan Management Outsourcing Guide | Sourcewiser

Your guide to reducing admin pressure, staying compliant and focusing on participants

Running NDIS plan management services is more complex than ever. Rising participant numbers, compliance requirements and workforce shortages mean providers are under pressure to do more with less. This guide gives you a practical overview of what outsourcing can offer NDIS plan managers, which tasks to consider delegating and how to assess if your organisation is ready.

The pressure on NDIS plan managers

• 700,000+ participants → growing demand
• 40% of time spent on admin tasks (claims, invoicing, reporting)
• 55% of providers running at a loss (financial stress)
• 344,000+ job vacancies across Australia (workforce shortages)

Sources: Australian National Audit Office, 2024, NDIS sector surveys, 2023, StewartBrown Benchmarking Report, 2024, ABS data (Nov 2024). **

How outsourcing can support plan managers

• Reduce admin burden – shift time-consuming tasks like claims, invoicing and reconciliations to offshore teams so your local staff can focus on participant outcomes.
• Strengthen compliance – access trained specialists who understand healthcare finance and NDIA requirements.
• Improve resilience – reduce dependency on a tight local workforce by tapping into a broader talent pool.
• Cut costs to reinvest – save up to 70% on back-office roles and reinvest in participant care.

Teams we build for NDIS providers

NDIS plan managers need reliable support across finance, compliance, participant experience, IT and administration. By building specialised offshore teams, you can ease the admin load, stay audit-ready and give your local staff more time to focus on participant outcomes. Here are the teams we help you build offshore:

Finance and compliance

Focus: Claims, invoicing, reconciliations, audit readiness
Roles:

• Accountants
• Accounts payable specialists
• Accounts receivable specialists
• Bookkeepers
• Compliance officers
• Financial analysts
  
• Payroll officers
  
  
  

Customer experience and support

Focus: Participant support across phone, email, chat and help desk
Roles:

• Customer service representatives
• Help desk agents
• Live chat & email support
• Technical support specialists
• Ticketing system admins (Zendesk, Freshdesk)
  
  
  

IT and technology

Focus: Secure systems, data integrity, platform reliability
Roles:

• Database administrators
• DevOps engineers
• Frontend, backend & full stack developers
• IT support / system admins
  
• QA testers / automation engineers
• UI/UX designers
  
  
  

Administration

Focus: Back-office efficiency to free local staff for participant care
Roles:

• Administrative assistants
• Data entry specialists
• Executive assistants
• Virtual assistants

People and culture

Focus: Recruitment, onboarding and workforce sustainability
Roles:

• HR coordinators
• Learning & development assistants
• Onboarding specialists
• Talent acquisition specialists
  
  
  

Every role is handpicked from the top 1% of talent in the Philippines - aligned to your systems, culture and NDIA compliance needs -  so your offshore team feels like a natural extension of your own.

Things to look for in an outsourcing partner 

1. Data protection: confirm your partner meets Australian privacy standards, NDIA compliance and global benchmarks like GDPR. Look for enterprise-grade security, encryption and vetted staff.
   
   
2. Cultural fit: participant-facing teams need empathy as well as skill. Choose a provider that handpicks talent for cultural alignment and technical ability.
   
   
3. Change management: moving processes offshore requires planning. Select partners with structured onboarding, flexible delivery models and clear governance frameworks.

Outsourcing isn’t a silver bullet, but the right outsourcing provider can deliver robust data protection, culturally aligned teams and structured change management. This creates the breathing room NDIS plan managers need to focus on participants.

Data security and compliance

NDIS plan managers handle sensitive financial and participant data every day. Sourcewiser protects it with a six-layer defence model designed for enterprise standards and NDIA compliance.

1. End-to-end coverage
   Protection across people, networks and systems with strict access controls.
2. Enterprise-grade infrastructure
   Encrypted devices, hardened endpoints, disabled external ports.
3. Advanced cyber defences
   CrowdStrike endpoint protection, next-gen firewalls, intrusion prevention, secure VPNs.
4. Redundancy and resilience
   Dual data centres, Tier-1 internet providers, load balancing and backup power for continuity.
5. Policy and people controls
   Multi-factor authentication, employee background checks, mandatory training.
6. Continuous improvement
   Regular audits, patching cycles, phishing simulations and global compliance updates.

Quick self assessment: are you ready to outsource? 

Ask yourself these five questions to see if your NDIS plan management company is ready to outsource:

1. Are admin and compliance tasks taking too much time away from participant-facing work?
2. Have rising costs made it harder to maintain margins and reinvest in services?
3. Are compliance audits or reporting creating ongoing stress for your team?
4. Do you struggle to recruit and retain skilled admin and finance staff locally?
5. Would shifting certain functions free up your team to focus on participant outcomes?

If you answered ‘yes’ to three or more, outsourcing with Sourcewiser could be right for you.

Why Sourcewiser?