The Client & Service Prioritisation Matrix is a structured Excel-based planning tool that helps NDIS providers triage their clients and services during emergencies, disruptions, or periods of reduced capacity — including natural disasters, staff shortages, or public health events.

Using a tiered priority framework, the matrix allows providers to assess and document each client’s level of vulnerability and service dependency across three priority levels. Highest Priority covers clients who have no family or other support network and cannot care for themselves for 24 hours, receiving high intensity personal activities, personal care, meals, transport to critical medical appointments, or community access for those with mental illness. Second Priority captures community access and skill development services. Lowest Priority covers lawn maintenance, cleaning, and similar supports that can be safely deferred.

For each client, providers record service frequency using a simple drop-down system, which automatically generates an overall Prioritisation Status to guide resourcing and response decisions in real time.

Built for NDIS registered providers and support coordinators who are required to maintain emergency and business continuity plans under the NDIS Practice Standards — suitable for sole operators through to multi-site organisations.

Auditors and the NDIS Commission expect providers to demonstrate they can identify and protect their most vulnerable participants when normal operations are disrupted. This tool gives you a defensible, documented process, not just a policy on paper.