Lifting the lid on NDIS support coordination

Support coordinators play a vital role in the National Disability Insurance Scheme (NDIS), supporting participants to implement their plans and exercise choice and control over the supports and services they use.

They can have a transformative effect on people’s lives, connecting participants with the right supports, untangling complex circumstances, and assisting their clients to gain much-needed funding – spinning magic to get that done through lateral thinking and by leveraging relationships inside and outside of the NDIS.

But the NDIS can be complex to work through and some participants don’t have the knowledge or experience to utilise this funded support to its full potential.

To help you understand what support coordinators do and how they can work with you, we turned to four trusted and experienced support coordinators. These experts helped us uncover the answers you need:

Tayla Whelan – Intake Coordinator and Specialist Support Coordinator at Including You

Mandy McPherson – Managing Director/Specialist Support Coordinator at AAA Supports

Kelly Butler – Senior Manager of Support Coordination at Focal Community Services

Selwyn Child – Support Coordinator at Around the Well

Here’s what they told us.

Tayla

Q1. What are five things good support coordinators do to support participants?

Prioritise advocacy through a participant-led and human rights approach.
Establish rapport and advocate with stakeholders for participant needs.
Help participants understand and manage their NDIS funding effectively for the duration of their plan.
Link participants to mainstream and NDIS services to promote community integration.
Collate reports and provide recommendations to support goal progression and future planning.

Q2. What are your top three tips for participants when working with a support coordinator?

Be open to guidance – embrace the advice and recommendations your support coordinator offers, drawing on their expertise in navigating the NDIS. Their insights can help you make the most of your plan.
Establish clear communication – identify a communication method that works best for both you and your support coordinator, ensuring an ongoing dialogue that keeps everyone on the same page.
Foster mutual respect – build a partnership based on respect and understanding. A positive, collaborative relationship is key to achieving your goals and ensuring the best outcomes.

Q3. What should participants look for in a support coordinator?

A support coordinator who’s committed to a human rights approach, empowering you to be the key decision-maker.
Strong communication skills, ensuring clear and effective collaboration.
A positive and reputable presence in the NDIS sector.
Someone who’s culturally sensitive and inclusive of diverse needs and backgrounds.
The ability to connect and feel empowered to assess if a provider is the right fit for your individual needs.
A comprehensive knowledge of mainstream and formal services within your local community.

Q4. What are some common misconceptions about the role - in particular, what are the things support coordinators don't do?

A support coordinator isn’t a support worker.
Support coordinators don’t handle invoice processing.
Not every NDIS plan includes funding for support coordination.
Support coordinators work with participants, not directly for the NDIS – they’re funded through the participant's plan.
Support coordinators don’t provide case management.
Support coordinators are not a crisis management service.
Support coordinators don’t control timelines or influence NDIS decisions.

One notable career highlight from a specialist support coordinator showcases the powerful impact of a participant-centred relationship.

By building trust and ensuring the participant's voice was always at the forefront, this coordinator was able to navigate complex systems and deliver life changing outcomes.

Their nomination for the Australian Disability Services Award, driven by participants themselves, reflects the profound difference that can be made when support is guided by human rights, dignity, and individualised care. This recognition highlights the coordinator's commitment to empowering participants and advocating for their needs with unwavering dedication.

Mandy

Q1. What are five things good support coordinators do to support participants?

They treat clients with courtesy and understanding. Working with people with a disability is not just about the person – their entire informal network plays an important role and it’s important to include them in decisions about their supports and listen to what’s important to them, their carers, and family.
They’re available. It could be a simple text, question or phone call to assist. Seeing clients regularly helps them know they have someone supporting them at all times – versus a once off visit, then never seeing them again.
They ask questions. It’s important to let clients choose and decide who, what, when and where, not tell them how it needs to be. They support clients to achieve their goals, even if it’s a little outside the norm. They listen to clients, respect their decisions, and support them in the best way to work towards their aspirations or gain the support and care they need.
They’re honest. If I don’t know something, I’ll tell my client that I don’t know, then do everything in my power to find out for them.
They explain thoroughly and learn to do things in as many ways as possible. They go through their client’s NDIS plan with them and explain all the itty-bitty parts. They go through their funding, break it down for them, and provide clear and concise communication at all times. If I don’t know the breakdown, I’ll find out how to best support my client moving forward and allow them to get the right supports and the right amount of care that’s required from the start.

Q2. What are your top three tips for participants when working with a support coordinator?

Be honest. We’re really here to help. The more we know, the more we can assist in every aspect possible.
Don’t be afraid to tell us what you really think. If you feel your plan doesn’t suit your needs, then we can assist you to work towards gaining evidence to show to the NDIS and try and get the right supports in. No question’s too silly. This is your disability, your life and your supports. Tell us what you think and feel.
Give us feedback! Not everyone gets along with everyone – and that’s ok. It’s important for you to feel safe, supported and heard. Let us know if we are not doing that. We really do want to improve.

Q3. What should participants look for in a support coordinator?

Someone who can walk the talk. Someone who knows every part of a broken-down plan so they can best support you with the right supports the first time.
Someone local to their region. Someone who knows what supports are value for money, has great and reliable networks, and can help you to connect with valuable and trustworthy providers.
Someone who keeps connection lines open. You want to be able to pick up the phone and call them if you have a question or send them an email and get a response.

Q4. What are some common misconceptions about the role - in particular, what are the things support coordinators don't do?

Approve funding – we can guide, give examples, and maybe even give you an idea on if it will be funded, but we don’t approve funding.
Manage funding – we can monitor funding with you and advise you on how you’re travelling, provide advice on supports, costings etc., but we don’t manage funding.
Advocate – we can direct you to quality disability advocates, support you and direct you, but we cannot advocate for you. We’ll support you as much as possible, but there’s a line between supporting and advocating. A good support coordinator will know where that line is.

One of my clients recently succeeded in gaining support to attend the Myriad Art Exhibition and had a piece of their artwork displayed.

Another client gained assistance and support to put her quilting piece in the Royal Adelaide Show and came home with three awards!

I’m very, very proud of what they have achieved and together with good, valuable and positive supports, they were able to achieve a personal goal of theirs.

Kelly

Q1. What are five things good support coordinators do to support participants?

We set up therapies – like occupational therapy, speech pathology or physiotherapy, organise service agreements and check to make sure they align with the current goals and funding.
We organise and orchestrate the engagement of service delivery providers – this can be for community access or 1:1 in-home supports, or we could be organising group activities or respite for our clients.
We monitor clients’ funding through our own budget tracker and block out lump sum service agreement amounts to ensure no overspending is happening within the plan period.
We’re tasked with writing all reports for clients throughout their NDIS plan period. Some of the reports we gather evidence for and submit to the National Disability Insurance Agency (NDIA) include plan progress reports, plan implementation reports, changes in situation and requests for a review of a decision.
We arrange supported independent living, individualised living options or specialist disability accommodation housing for clients who have housing goals in their plans, or we submit a ‘change in situation’ for clients who are wishing to have a housing goal added to their plan so we can explore appropriate housing options with them.

Q2. What are your top three tips for participants when working with a support coordinator?

Open communication – as a support coordinator, we’re here to support clients in coordinating their NDIS plans. If we don’t have open communication, we may not be looking for the right kind of provider.
Understanding – clients should be aware that support coordinators have to work in line with the NDIS rules and we cannot just say yes to putting a service in place if it’s not in their plan. We have guidelines that we must follow and sometimes the ‘no’ that we have to tell clients is because we’re following the NDIA's rules.
Transparency and feedback – participants should be transparent with their support coordinator if they are unhappy with their service or any other service that’s been engaged. Feedback is never a bad thing – it allows someone to grow and learn, so participants should feel comfortable giving feedback to their support coordinator. We’re unable to change situations if we don’t know how you’re really feeling.

Q3. What should participants look for in a support coordinator?

Compatibility – participants should be working with a coordinator that they get along with. Participants should feel comfortable calling their coordinator and discussing their plan and their needs. Your coordinator should be proactive, keep you updated on the progression of services, and be honest with you about what is deemed reasonable and necessary and not promise you things that they cannot deliver on.
Experience – participants should seek out someone who has knowledge not only of their disability but also the things they want to gain out of their plan. If you’re looking for housing, you want a coordinator who’s experienced in housing and the process of applying for funding and setting up support providers, and if you have a child under nine, you would want a coordinator who’s experienced with working with child clients and has a broad network of providers to choose from.
Locality – while remote support coordination has its advantages for participants who don’t live in regions where there are support coordination offices, it does take away the face-to-face meetings a support coordinator would have with participants. It’s always nice to sit in a familiar environment and meet someone face-to-face – conversations flow a lot more freely and it gives us a chance to talk through your plan and explain different options for implementing services.

Q4. What are some common misconceptions about the role - in particular, what are the things support coordinators don't do?

Support coordinators are not advocates and we shouldn’t be advocating for a client. We should refer to an advocate if our participant requires one. We’re here to support our participants only.
A support coordinator’s job is to build the capacity of a participant so that they could possibly manage their own plan one day – we are not here to just take over and do the doing. Support coordinators are not personal assistants – they should be explaining why a service is recommended and then allow the participant to make the choice on who they want to engage with. Not all participants have the ability to perform this function, but they should still be included in conversations around decisions that will affect their lives.
A support coordinator should never sign a document on a participant’s behalf. Even though there is a Third-Party Consent form and a Consent to Act form from the NDIA, these should never be used for a support coordinator to sign documents. These forms allow support coordinators to speak with the NDIA on a participant’s behalf, to write reports on a participant’s behalf, and submit the reports to the NDIA on your behalf, after a participant or their nominee has signed them.

I’ve been a support coordinator for five years and have had many highlights. One was supporting a client to move from an aged care facility in Victoria to a Supported Independent Living (SIL) home on the Gold Coast in Queensland so she could be closer to her sister and meet her niece for the very first time.

We were met with multiple challenges, including the aged care facility going into lockdown from a COVID outbreak days before the flight to Queensland was meant to happen. But with help from an amazing staff member from Flight Centre, we were able to book flights that could be used flexibly, so when the lockdown was over, my participant’s family could fly down to meet her and fly back with her.

Without the support of the Public Trustee, the SIL provider, the NDIA planners, and the family, this would not have been a smooth transition for my participant and could have taken a lot longer to implement.

Seeing the photos of my participant meeting her niece for the first time was priceless. It is moments like this that make the stressful role of a support coordinator well worth it.

Selwyn

Q1. What are five things good support coordinators do to support participants?

Empower self advocacy – we assist participants in understanding and advocating for their human rights, ensuring they’re aware of their rights and can effectively voice their needs and preferences.
Help with navigating the NDIS – we guide participants through the complexities of the NDIS, helping them understand their plan, funding allocations, and how to access and manage their supports in line with their goals and needs, and the NDIS framework.
Connect them to services – we facilitate connections not only to NDIS-funded supports, but also to community and mainstream services, ensuring a holistic approach to meeting participants' needs.
Assist with addressing complex issues – we support to untangle complex situations, such as coordinating multiple services or resolving administrative challenges, to ensure participants receive inclusive and effective support.
Securing additional resources – by leveraging relationships and employing creative problem solving, we often support participants in obtaining additional resources or funding, enhancing their ability to achieve their desired outcomes.

Q2. What are your top three tips for participants when working with a support coordinator?

Ask questions and understand your NDIS plan and funding buckets. Make sure you ask questions and get a clear understanding of your NDIS plan, including how funding is allocated across different support areas. This knowledge will help you make informed decisions and work effectively with your support coordinator.
Review your NDIS goals and personal goals regularly – this ensures your supports remain aligned with your evolving needs and aspirations, helping you stay on track towards achieving your best life.
Remember it’s your life, not the support coordinator’s – communicate openly with your support coordinator about where you need support to live your best life and ensure the supports provided reflect your choices and preferences.

Q3. What should participants look for in a support coordinator?

Someone with experience and knowledge. Choose a support coordinator with a strong understanding of the NDIS system, mainstream and community supports, and experience in managing and implementing NDIS plans. They should also be adept at developing care teams using a key worker model to ensure consistent and effective support.
Someone who demonstrates good communication skills. Effective communication is crucial. Look for someone who listens attentively, communicates clearly, and provides information in an understandable way.
Someone who’s outcome focused. Find a support coordinator who’s dedicated to achieving meaningful outcomes for you. They should work with you to set clear, achievable goals and ensure the supports provided are aligned with these outcomes.
Someone who’s human-centered. Seek a support coordinator who’s committed to understanding and prioritising your individual needs and preferences. They should respect your choices and support your autonomy.
Someone who empowers participants by providing information, guidance, and support to help them exercise choice and control over their lives. This includes advocating for participants’ rights and ensuring they’re fully involved in decisions about their supports.

Q4. What are some common misconceptions about the role - in particular, what are the things support coordinators don't do?

Support coordinators are not support workers. A common misconception is that support coordinators provide direct care services. Unlike support workers, who assist with daily activities, support coordinators focus on coordinating and managing your services and supports.
They don’t provide therapy or medical services. Support coordinators are not responsible for providing therapeutic or medical services. Their role is to help you access these services and manage them effectively, not to deliver them directly.
They don’t make decisions for you. While support coordinators assist you in making decisions about your services and supports, they do not make those decisions for you. Their role is to empower you to exercise choice and control over your supports.
Support coordinators are not delegates of the NDIA. They work independently to help you navigate the NDIS and connect with appropriate supports, but they do not represent or act on behalf of the NDIA itself.
Support coordinators are not social workers. Unlike social workers, who provide counselling and support for broader social issues, support coordinators focus specifically on coordinating and managing NDIS supports. Their role is centred around helping you navigate your NDIS plan and access relevant services, rather than providing therapeutic or social support.

Support coordination has profoundly shaped my professional and personal growth, deepening my understanding of human-centered and human rights approaches, respect, and breaking down stigma barriers.

I’m passionate about educating peers on the positive impacts of the NDIS, various models of disability, and what an ordinary life should look like for everyone, all while striving to achieve the best outcomes.

A personal milestone came in 2023 when I was honoured to be voted by my peers as a finalist for Australia's Most Outstanding Support Coordinator (One Community), making it to the final four. This recognition was a testament to the dedication and passion I bring to my role, and it reinforced my commitment to making a meaningful difference in the lives of those I support.

How amazing are support coordinators! We hope what they’ve shared with you helps you to find, choose and work with a support coordinator who’s right for you. They truly are a valuable NDIS resource.

30 September 2024

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