Frequently Asked Questions

Participants

What is HeyHubble?

HeyHubble is a dedicated team and online platform that helps people find quality, well-suited supports and services that can be funded by their NDIS plan. With HeyHubble you get access to a network of vetted providers, and our team who helps find the right one for you based on what you want.

What does it cost for participants to use HeyHubble?

Nothing. Everything about HeyHubble is free for participants - from being able to find providers to receiving 1:1 advice on your NDIS plan. Our fees are only for NDIS providers.

I'm in the NDIS. How can the HeyHubble team help me?

We can help you with all things NDIS funding and providers, no matter how confident (or not) you are with the NDIS. Our team can explain your funding to you, introduce you to new and different types of providers, or personally find you providers based on any specific criteria you have.

How does connecting with providers work?

Once you sign up to HeyHubble you can raise a request (or multiple) telling us what you need, when and how. We'll then select some providers from our trusted network that match your needs.

Providers will respond to your request with a message so you can learn more about their background, skills and experience.

If you'd like to connect with anybody we'll share your contact details with them.

You'll hear from the providers you've chosen. They can tell you more or book in your first session if you're ready - there's no obligation.

How much information do I need to provide?

When you make a request, we ask for information only to help us understand you and your needs. Some information, like your NDIS number or even your formal diagnosis, is optional.

Your privacy and protection is our most important priority. We don't share your contact details with providers until you've told us you're ready to connect.

How does HeyHubble make sure providers are high-quality and safe?

We only let providers onto HeyHubble who meet our standards. Our quality process includes things like one-on-one interviews with each business, an online assessment for us to see how they operate, and background checks. We also understand the registrations each type of provider should have and make sure they are fully accredited, qualified and safe.

Do providers pay to be on HeyHubble?

No. Providers are only onboarded if they meet our quality standards and have good values. We do not give providers more access to you or boost their profiles if they pay more. Instead, our recommendations to you are genuine and based only on what you tell us you want and need in your request.

Providers

What is HeyHubble?

HeyHubble is a dedicated team and online platform that helps people find quality, well-suited supports and services that can be funded by their NDIS plan. HeyHubble allows high-quality NDIS providers to find new clients in a very intentional, personalised way for their business.

NDIS participants give us specific information about the support they want, which allows us to match them with your services if you're a good fit. This means you only connect with people who you can offer the right care to, and who are ready to start booking sessions.

What does it cost for me to sign up to HeyHubble?

Signing up to HeyHubble is free, as is messaging and connecting with NDIS participants. HeyHubble's cost model is designed around your success using the platform and continuity of care for participants. Fees only begin after a successful match turns into an invoiced session. An ongoing fee of up to 10% per invoice (excluding travel costs) is charged as a service fee. This supports our matching service and the 1:1 relationship you have with your Provider Success Manager to help you operate and grow in the NDIS. You'll receive a monthly invoice from us with our fees, broken down by each participant. In the absence of invoiced sessions from you, there is no subscription fee for being on HeyHubble.

How much can I charge NDIS participants on HeyHubble?

Like all NDIS providers, providers on HeyHubble need to set their prices in accordance with the NDIS Pricing Arrangements and Price Limits. As per these guidelines, there are a number of considerations and scenarios to account for in your pricing. Your dedicated HeyHubble Provider Success Manager can help you navigate these.

How can my HeyHubble Provider Success Manager help me?

Once you get onboarded onto HeyHubble, you get access to a dedicated Provider Success Manager that works with you to help you succeed on the platform, grow your business and offer quality care. This help can be accessed via email or phone. It can range from helping you upskill on the NDIS, sharing NDIS market insights, assisting you to create your digital shopfront (so potential participants can learn more about you and your team), as well as working with you to make the most of the platform and respond to service requests.

How does connecting with NDIS participants work?

For each request you receive, you will be able to see a message from the participant or their support coordinator, describing exactly what they're looking for as well as other key information such as their disability type, preferred day and time for sessions as well as how often they would like to receive services.

From here, you choose if you want to respond to the request with an offer message.

Once you match with a participant on the platform (i.e. they've accepted your offer), we'll share contact information, so you may connect over the phone or in person for an initial conversation and confirm you'd like to work together.

How does HeyHubble assess providers for quality and safety?

Not all providers who apply are accepted onto HeyHubbble. We only allow providers who meet our strict standards. Our quality process includes (but is not limited to) measures like one-on-one interviews with business owners, an online assessment for us to evaluate your approach to participant care, and relevant background checks as needed. We also understand the registrations each type of provider should have and make sure they are fully accredited, qualified and safe.

How long does it take to be approved as a provider on HeyHubble?

Once you sign up and register your interest in becoming a HeyHubble provider, a member of our community operations team will be in touch. From here, you'll move through our checks and assessments, after which you will be on-boarded onto the platform. This process can take up to 1 week.

Support coordinators

What is HeyHubble?

What does it cost for support coordinators to use HeyHubble?

Nothing. HeyHubble is completely free for support coordinators and psychosocial recovery coaches. It also costs nothing for your participants. Our fees are only for NDIS providers. When you find a provider for your participants on HeyHubble, they pay for their sessions as normal using their NDIS plan.

How does HeyHubble help support coordinators?

HeyHubble is a tool and team that helps you do your job to the best of your ability. When you sign up, you'll get access to a Customer Success Manager. Their role includes helping you get set up on platform, provide any guidance on NDIS funding as needed as well as help you get connected with providers that match your participants� needs.

If you or your participant have any disputes with providers you connect with, your Customer Success Manager is available to help you find a resolution or a new provider - whichever you'd like.

How does connecting with providers work for support coordinators?

We've designed HeyHubble and our platform with support coordinators in mind. When you sign up, you can create individual profiles for your participants in your dashboard.

From here, you're able to raise and manage requests for any participant in your portfolio, all in one place.

Our team reads your requests and invites well-suited providers to respond. You'll receive messages from providers to help you learn more about their background, skills and experience.

Complete choice and control is afforded to your participant. Together, you can decide if you'd like to speak further with any of the provider options. Once they've decided, let us know and we will share contact details both ways. The providers will get in touch with you.

How much information does my participant need to provide?

When you make a request, we ask for information only to help us understand your participant's needs. Some information, like their NDIS number or even formal diagnosis, is optional.

Privacy and protection is our most important priority and you are in control of who you share personal details with at all times.

We only share your contact details or your participant's contact details when you accept an offer from a provider. This is so you can continue the conversation and decide if you would like to work with them.

How does HeyHubble make sure providers are high-quality and safe?

Do providers pay to be on HeyHubble?

No. Providers are only onboarded if they meet our quality standards and have good values. We do not give providers more access to participants or boost their profiles if they pay more. Instead, our recommendations are genuine and based only on what you tell us your participant wants and needs in your request.

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