Scheduling & Billing for Disability Services
Automated scheduling, rostering and NDIS billing platform. Replaced manual roster spreadsheets and eliminated billing errors that delayed payments by weeks.
NDIS registered provider — daily living support, community access and respite
A disability services provider with 200+ support workers delivering daily living support, community participation and respite services to 350 NDIS participants across metropolitan Perth. The operation ran 7 days a week, with shifts from 6am to 10pm.
Rostering was managed in Excel spreadsheets. One rostering coordinator spent 3 full days per week building and adjusting rosters. NDIS billing was processed manually — timesheets manually matched to participant plans, claim lines created one by one, and submitted through the NDIS portal.
What needed to change
Rostering consumed enormous effort. Building weekly rosters for 200+ workers across 350 participants — matching worker qualifications, participant preferences, availability, travel time and award conditions — took 3 full days per week. Last-minute changes required hours of rework.
NDIS billing was slow and error-prone. Manual claim processing meant 2 weeks from service delivery to payment claim. Errors in support item numbers, rates and participant plan references caused 15% of claims to be rejected — requiring investigation, correction and resubmission.
Award compliance was a constant risk. Support workers operated under a complex award with penalties for evenings, weekends, public holidays and broken shifts. Manual timesheet processing struggled to apply the correct rates, exposing the organisation to compliance risk.
What we built
An integrated scheduling, rostering, timesheet and NDIS billing platform — automating the chain from roster creation through to NDIS claim lodgement with built-in award interpretation.
Smart Rostering
Automated roster generation matching worker qualifications, participant preferences, availability and travel time. Drag-and-drop adjustments with conflict detection. Shift offers pushed to workers' phones.
Timesheet & Shift Management
Workers clock in/out via mobile app with GPS verification. Timesheets auto-generated from shift data. Award rates calculated automatically including penalties and allowances.
NDIS Billing Engine
Completed shifts automatically mapped to NDIS support items and claim lines. Plan budget checks before claiming. Bulk claim generation and submission through the NDIS API.
Reporting & Compliance
Real-time dashboards for rostering coverage, billing status, claim rejections and award compliance. Reports for NDIS audits and quality reviews.
How it works
Roster generated
System generates the weekly roster based on participant service agreements, worker availability and qualifications. Coordinator reviews and adjusts. Shift offers sent to workers.
Workers accept shifts
Workers receive shift offers on their phone. Accept, decline or request changes. Unfilled shifts automatically offered to the next matching worker.
Shifts delivered and logged
Workers clock in at the participant's location (GPS verified). Deliver the service. Clock out. Timesheet entry created automatically with correct shift duration and notes.
Award rates calculated
System applies the correct award rates — base, evening, weekend, public holiday, broken shift penalties. Payroll-ready timesheet data sent to the payroll system.
NDIS claims generated and submitted
Completed shifts mapped to NDIS support items. Plan budgets checked. Claims generated in bulk and submitted through the NDIS API. Rejections flagged for investigation.
Measurable outcomes
Our claim rejection rate dropped from 15% to 2%. That is tens of thousands of dollars that we no longer have to chase. And our rostering coordinator went from 3 days a week on rosters to 1. The system has transformed our operations.
How we delivered it
Operations Mapping
2 weeksDocumented the complete rostering, timesheet and billing chain. Mapped NDIS support item codes to service types. Analysed 6 months of claim rejections to identify root causes.
Scheduling & Rostering
4 weeksBuilt the rostering engine with constraint solving for qualifications, preferences, availability and travel. Developed the worker mobile app for shift offers, clock-in/out and timesheet review.
Billing Engine
4 weeksBuilt the NDIS claim generation engine — support item mapping, rate calculation, plan budget checks and bulk claim submission. Award rate interpreter for payroll integration.
Migration & Launch
2 weeksMigrated participant and worker data from existing systems. Ran parallel billing for one payment cycle to validate. Rolled out to all workers with in-person training sessions.
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