NDIS Continuity of Supports Policy Template for Disability Service Providers

What's in this template?

This NDIS Continuity of Supports Policy template is aligned to Core Module 1 of the NDIS Practice Standards (Version 4, November 2021). It provides a comprehensive framework for ensuring participants receive consistent, uninterrupted supports during worker changes, planned transitions, unplanned disruptions, and emergency events — covering workforce planning, participant intake and exit processes, business continuity, and communication protocols.

The template covers 12 sections:

1. Purpose — commitment to consistent, uninterrupted supports aligned to NDIS Practice Standards
2. Scope — all situations where continuity may be at risk: worker absences, transitions, organisational changes, emergencies, NDIS plan changes
3. Legislative and Regulatory Framework — NDIS Act 2013, Practice Standards, Code of Conduct, Privacy Act
4. Principles — participant rights to uninterrupted supports, proactive planning, participant preferences, smooth transitions, business resilience
5. Workforce Planning for Continuity — staffing levels, relief worker pools, cross-training, detailed support plans, roster planning, key person mitigation
6. Planned Transitions — three sub-sections covering new participant intake, worker changes, and service exit/transfer processes
7. Unplanned Disruptions — notification, alternative arrangements, replacement worker briefing, follow-up, root cause review
8. Emergency and Business Continuity — natural disasters, pandemics, loss of key staff, IT failures, premises loss, financial difficulties
9. Communication — participant notification, accessible formats, consultation on alternatives, worker communication, record keeping
10. Documentation and Handover — support plan accessibility, handover notes, emergency contacts, transition checklists
11. Related Policies — cross-references to Risk, Incidents, Complaints, HR, Privacy, Governance, Emergency Management
12. Review History — version control and approval

Editable placeholder fields

• {{practice_name}}, {{abn}}, {{ndis_registration_number}}, {{practice_address}}, {{phone}}, {{email}}
• {{responsible_person}} — key personnel / responsible person
• {{workforce_coordinator}} — person responsible for workforce planning
• {{bcp_location}} — location of the business continuity plan
• {{review_date}}, {{next_review_date}}

NDIS Practice Standards requirement

Core Module 1 — Continuity of Supports requires that participants have access to timely and appropriate supports without interruption. The NDIS Quality and Safeguards Commission's quality indicators specify that providers must demonstrate:

• Planned and proactive approaches to managing transitions and changes in supports
• Workforce capacity and contingency arrangements to cover planned and unplanned worker absences
• Smooth transition processes for participants entering and exiting the service
• Participant preferences are considered in continuity arrangements
• Business continuity plans are in place to address organisational disruptions
• Communication with participants about any changes to their supports

The NDIS Verification Module Required Documentation Guide lists continuity of supports as a required policy area for all registered providers. During a verification audit, auditors will review the continuity policy, check workforce planning arrangements, examine transition records, and ask workers how they manage support disruptions.

For providers undergoing certification audit, the assessment includes evaluating the maturity of business continuity planning, the effectiveness of transition processes, and evidence that participant outcomes are maintained during periods of change.

How to customise this template

1. Download the Word document and fill in all {{placeholder}} fields with your organisation's details
2. Assess your workforce capacity — identify key person dependencies and develop contingency arrangements
3. Build a relief worker pool — recruit, screen, and train casual or relief workers who can step in at short notice
4. Create transition checklists — develop checklists for participant intake, worker changes, and service exit
5. Develop or update your business continuity plan — address the scenarios listed in Section 8 specific to your operations
6. Test your business continuity plan — schedule an annual tabletop exercise or drill
7. Set up a communication protocol — define how participants are notified of changes and who is responsible
8. Cross-reference your other policies — update Section 11 with the specific titles of your related policies

Frequently asked questions

Is a continuity of supports policy required for NDIS registration?

Yes. Continuity of supports is part of Core Module 1 of the NDIS Practice Standards, which applies to all registered NDIS providers. The Verification Module Required Documentation Guide requires evidence of continuity planning. Without a continuity policy and supporting business continuity plan, you cannot pass a verification or certification audit.

Do we need a separate business continuity plan?

The NDIS Practice Standards expect providers to have business continuity arrangements in place. Whether this is a standalone business continuity plan or incorporated into the continuity of supports policy depends on your organisation's size and complexity. ClinicComply recommends a standalone business continuity plan for medium and large providers, referenced from this policy. Smaller providers may include business continuity arrangements within this policy document.

How do we manage continuity when a key worker leaves?

The NDIS Practice Standards expect providers to manage transitions proactively. When a key worker leaves, best practice includes giving participants advance notice, arranging a transition period with overlapping workers where practicable, ensuring the incoming worker has reviewed the participant's support plan, and seeking participant feedback after the transition. Cross-training and detailed support plans reduce the impact of worker changes.

What should happen during an unplanned disruption?

Notify affected participants as soon as practicable, prioritise arranging alternative supports for participants with the highest needs, ensure replacement workers are briefed on support plans, document the disruption and actions taken, follow up with participants to check the replacement arrangements were satisfactory, and review the cause to prevent recurrence.

How often should the business continuity plan be tested?

ClinicComply recommends testing your business continuity plan at least annually through a tabletop exercise, desktop review, or simulation. Test results should be documented, and the plan updated based on lessons learned. The plan should also be updated whenever there are significant changes to your services, staffing, premises, or operating environment.

What does continuity of supports look like during a pandemic or natural disaster?

During a pandemic or natural disaster, continuity of supports means maintaining essential services while ensuring safety. This may include shifting to remote or virtual supports, prioritising high-need participants, implementing infection control measures, coordinating with emergency services, and communicating regularly with participants about changes. Your business continuity plan should address these specific scenarios.