Supported Independent Living (SIL) and Individualised Living Options (ILO) NDIS CRM Software

For professionals providing Supported Independent Living (SIL) and Individualised Living Option (ILO) services in Specialist Disability Accommodation plus companies also providing Specialist Disability Accommodation (SDA)

eTrack is powerful and intuitive software helping companies providing SIL, ILO and SDA services.
SIL – Supported Independent Living bringing Participants into an STA home supporting people with disabilities to live more independently but in a fairly structured, 24/7 support model, often involving shared living arrangements.

ILO – Individualised Living Options also supporting people with disabilities to live more independently but in a more contemporary, flexible model designed around an individual’s specific needs.

SDA – Specialist Disability Accommodation managing the building of disability supported houses and may include or outsource investors, developers and builders.

eTrack has been used since 2003 by architects, engineers and other building professionals such as surveyors, landscape architects and planners etc… see https://etrack.com.au/ndis/sta for more information.

Whether you are providing one, more than one or all of the stakeholder services such as Investor, Builder, Developer, STA provider, SIL provider and ILO provider, eTrack can be tailored to track all your business processes.

Audit-Ready Compliance

Streamline NDIS audit preparation with compliance tools tailored for Supported Independent Living (SIL) and Individualised Living Options (ILO) providers

Preparing for an NDIS audit can be complex and resource-intensive. eTrack simplifies this by reducing preparation time and clearly showcasing your commitment to quality and compliance. Developed with input from NDIS auditors, eTrack features a centralised, secure Compliance Register to track incidents, complaints, risk assessments, training, WHS, staff screenings, and conflicts of interest.

Quickly search, filter, and group records, control staff access, and document corrective actions. Link outcomes to a Continuous Improvement Register to promote best practice and ensure your SIL or ILO services remain compliant with NDIS registration requirements.

Manage Participants

Simplify onboarding and daily support with full access to participant records and support networks

eTrack keeps participant information at the centre of your Supported Independent Living (SIL) and Individualised Living Options (ILO) services. Create new participant profiles in seconds and immediately begin logging progress notes, shift reports, and scheduled supports. Add or update NDIS plan details, goals, risk assessments, and living arrangements as needed.

Connect participants to support workers, plan managers, behaviour support practitioners, family members, and nominees. Use powerful search, filter, and grouping tools to view and manage participant data across houses or programs, supporting quality service delivery, compliance, and visibility across your SIL or ILO team.

Connected Support Network

Manage all your participant stakeholders in one secure, centralised platform

eTrack lets SIL and ILO providers record and manage contact details for Plan Managers, Support Coordinators, Behaviour Support Practitioners, LACs, allied health professionals, and informal supports.

Link individuals across multiple providers or programs, group contacts by role or location, and avoid duplication with smart relationship mapping. This centralised contact system improves coordination, enhances communication across your SIL and ILO houses, and supports compliance with NDIS requirements.

Participant Funding Dashboard

Track SIL and ILO participant budgets and plan utilisation on a single, easy-to-read screen

Set up and manage each participant’s NDIS funding with key details like support categories, claim types, plan dates, and allocated weekly or monthly support hours. Adjust hours when onboarding partway through a plan and reserve internal budgets as needed.

View delivered supports, remaining hours, unclaimed time, or over-servicing in real time. A visual graph shows ideal spending across the plan period, helping SIL and ILO teams stay aligned with budget limits, rostered care, and NDIS goals.

Progress Notes

Quickly capture and review day-to-day participant support in real time

Record detailed SIL and ILO support interactions as they happen, from personal care to community access and behavioural incidents. Scroll through notes from all team members without extra clicks, start typing instantly, and log time directly from the entry.

Highlight text to create follow-up tasks, link to individual goals or behaviour support plans, and choose relevant note types. Add images or tables, or use voice-to-text via the eTrack mobile app. Control access with permissions, and set notes to lock after a set timeframe to ensure NDIS compliance and data integrity.

Support Time Tracking

Easily record SIL and ILO support hours from progress notes, tasks, or timesheets

Log support time directly from notes, scheduled tasks, or your weekly timesheet. Select the participant’s NDIS plan, support category, and line item to auto-fill the activity code and rate. As time is entered, remaining hours update instantly.

Allocate time to specific budget items, adjust dates, or mark time as non-claimable when required. eTrack supports all NDIS price limits and line items, with an intuitive interface tailored for SIL and ILO providers, ensuring accurate, efficient tracking for claimable support hours.

Invoicing & Bulk Claiming

Quickly generate and lodge SIL and ILO claims with built-in NDIS validation to reduce rejections

eTrack creates invoices for all SIL and ILO participants based on their NDIS funding setup in just a few clicks. Emails are auto-filled with attached PDFs, ready to review and send in bulk. Export seamlessly to Xero, MYOB, or Reckon to streamline your accounts.

Bulk upload claims for Agency-managed pa]rticipants to the NDIS Portal and reconcile payments automatically. eTrack applies smart checks aligned with NDIS and Plan Manager rules to minimise errors and simplify your claiming and invoicing workflow.

Task Management

Stay on top of SIL and ILO supports with full visibility across team responsibilities

Manage your daily workflow with a live task list covering shift duties, documentation, incident follow-ups, and service delivery. Mark tasks as complete, update recurring deadlines, reassign to other staff, add notes, and log time spent, all in one place.

Tasks like shift handovers or plan reviews can be auto-generated from participant templates, or created directly from progress notes or support plans. Filter tasks by participant, staff member, house, or service type, and link them to individual goals to ensure consistent, goal-aligned support.

Mobile App for SIL and ILO Teams

Ideal for support workers and house supervisors, access participant info on the go

The eTrack mobile app keeps SIL and ILO staff connected wherever they are, on shift, between houses, or supporting participants in the community. Receive task alerts, view support schedules, and access participant profiles in real time.

The app gives staff full visibility of care plans, goals, progress notes, shift reports, service bookings, and key contacts. Log support time with an optional timer, enter notes on the spot, and capture participant signatures, everything syncs instantly with the main eTrack system for accurate, up-to-date records.

Document Management

Securely store and access all SIL and ILO participants and compliance records in one place

eTrack provides a centralised document management system tailored for SIL and ILO roviders, with seamless integration to OneDrive, SharePoint, and other cloud platforms.

All files are automatically indexed, no manual check-ins or uploads required. Quickly search and retrieve participant documents, shift reports, behaviour support plans, and compliance records using powerful metadata filters.

Generate new documents from templates pre-filled with participant and funding information from eTrack, helping your team stay efficient and compliant across all locations.

Integrated Email Management

Sync, sort, and store SIL and ILO related emails automatically with secure two-way integration

eTrack’s built-in email system integrates seamlessly with Office 365, Gmail, Outlook, and Apple Mail, allowing your SIL or ILO team to manage communication directly within participant records. Emails are auto-filed based on rules, shown in chronological order, and linked to the relevant support documentation.

Send new emails, attach shift reports or care plans, apply access controls, and let eTrack manage storage and organisation. A simplified version is also included for sending invoices, ensuring smooth, centralised communication across your SIL and ILO services.

Participant Funding Overview

Easily monitor each participant’s NDIS funding status and budget balance

Participants and their families frequently ask about plan end dates and remaining funds. As a SIL or ILO coordinator or support worker, having this information readily available helps you provide timely advice and manage supports effectively.

eTrack lets you maintain a detailed funding register for every participant’s plan, tracking allocations, spend, and remaining balances, giving your team clear oversight and confidence in managing NDIS budgets throughout the plan cycle.

Testimonials

“The more I use eTrack the more I like it and it’s a brilliant program so keep up the good work.
I don’t acknowledge anything that I don’t believe in but eTrack I believe in??”
Luke Gray and Anne Bertram - Myndset Co

“It’s efficient and so intuitive…I was up and running without a demo or training using the useful videos. They have generous startup offers and as much training as I need to get full document and email management going.”
Nada Grbec - Grbec Professional Services

“After working with Client Relationship Management Systems for over three decades I can’t say how happy I am with eTrack.

John and the team at eTrack listen and are highly proficient in delivering outcomes for our organisation. If you are looking for a CRM that ticks all the boxes for NDIS, this one has you covered. Over the past six months I have seen many improvements!! You guys are rocking it.”
Narelle Akers - Communication eXtra

“Massive Massive Massive thank you all round….and especially for resolving my Onedrive syncing issue which isn’t your responsibility at all ! I just want you to know exactly how hugely grateful I am. Without you guys, I would have been forever on a lovely catch 22…. super appreciative. With much gratitude.”
Lou Frisby - Owner – One You Disability Services

“eTrack makes my job so much easier. It saves me time and provides peace of mind that my participant’s personal information is secure. The support staff are prompt in answering queries which is important to me.”
Rosemary Mellor - Big Life Support Services

“Karen from eTrack Support is fabulous, she has saved me many a time. In fact, all of the team are super responsive and incredibly helpful. It’s so reassuring to receive their quick responses and helpful additions to any request..”
Karina Griffiths - Director of Nelson Architects

“Fantastic work! eTrack is now a complete solution. You guys deserve a break!”
Mark Seraphim – Director – Involve

““eTrack reduced invoicing 400+ Participants from 25,000 clicks and 2 weeks to just 4 steps and a few minutes. Simply brilliant!”
Jeff Clark, FC – Keystone Counseling and Coordination

““Without your system we would not be as good at what we do! Thank you. We have really started to implement some great things in the eTrack CRM. Phenomenal stuff John. I can’t tell you how much we appreciate your effort with everything.””
Narelle Akers – Communication eXtra

““eTrack has been an amazing tool to cut down time and improve efficiency. The supportive team is always there to assist and help out when needed. I would highly recommend eTrack if you would like a reliable system with supportive customer service.””
Eliza Nankervis – Managing Director - Freedom Support

““Happy 22nd Birthday eTrack! Grace Professional Services have used eTrack to successfully grow our business in the NDIS space of Support Coordination. eTrack has worked closely with my team and me to tailor the software to our specific business needs. They have listened to our requests and continue to bring new developments to support our growing service.””
Sandi Grace – CEO – Grace Professional Services