Having a support coordinator can make it easier to understand your NDIS plan, find suitable providers and organise your supports. But the relationship works best when you know what you need and stay involved in the decisions.
I wrote this guide after seeing how often people have questions about what a support coordinator actually does and how participants can get more value from the service. I used current information from the National Disability Insurance Agency, including its guidance for participants and support coordinators.
This guide is for NDIS participants, families, carers and anyone helping a participant understand and use their support coordination funding.
Table of Contents
Understand What Your Support Coordinator Does
A support coordinator helps you understand and use the supports in your NDIS plan. They can help you choose providers, connect with community and mainstream services, and build your confidence to manage your supports.
The NDIS currently describes three levels of support coordination:
Level 1, support connection, helps you understand your plan and connect with suitable supports.
Level 2, support coordination, helps you coordinate supports and build skills for managing relationships, daily tasks and community participation.
Level 3, specialist support coordination, is for participants with more complex situations who need a higher level of coordination.
Your support coordinator should work around your goals, needs and circumstances. They should also help you build skills so you can make more decisions about your supports yourself.
Start With Clear Goals
Before your first meeting, look at your NDIS plan and identify what you want to achieve.
Your goals could include:
- Finding suitable therapy or allied health services.
- Building skills for independent living.
- Joining community activities.
- Finding employment or education opportunities.
- Improving your daily routines.
- Changing providers that are no longer meeting your needs.
You do not need to have every decision worked out before meeting your coordinator. Start with two or three priorities. Your coordinator can then help you work through the practical steps.
Ask Your Support Coordinator to Explain Your Plan
NDIS plans can contain different budgets, management arrangements and support categories. If something is unclear, ask questions.
For example, ask:
- What funding can I use for this support?
- Which providers can I use?
- Do I need a service agreement?
- How should I track my spending?
- What happens if a support is not working?
Your support coordinator can help you understand how your supports fit together. They can also help you understand service agreements and provider arrangements.
Do not feel pressured to agree to something you do not understand. You should know what you are agreeing to before using your NDIS funding.
Choose Providers Based on Your Needs
Your support coordinator can help you find providers, but you should still have a say in who you choose.
Tell them what matters to you. This might include location, availability, communication style, experience with your needs, cultural preferences or the type of support offered.
You can also ask to compare different providers before making a decision.
For example, if you need a support worker, you might compare three providers based on availability, hourly rates, cancellation policies and the type of support they provide.
The NDIS recommends discussing these details before choosing a support coordinator or provider.
Keep Track of Your Supports
Do not leave everything to your support coordinator.
Keep a simple record of:
- The providers you use.
- The supports you receive.
- Your important appointments.
- Questions or problems that come up.
- Changes in your needs.
- Progress towards your goals.
This makes your meetings more useful. It also gives you something concrete to discuss when a support is not working as expected.
The NDIS guidance for support coordinators also focuses on monitoring budgets, evaluating whether supports are effective and tracking progress towards participant goals.
Use Meetings With a Clear Agenda
You do not need a long meeting every time. A short list can keep the conversation focused.
Before each meeting, write down your top three questions.
For example:
- I need help finding a new occupational therapist.
- I want to review whether my current support is helping with my goal.
- I need to understand what happens before my next plan reassessment.
Send the list to your coordinator before the meeting if possible. This gives them time to prepare.
Speak Up When Something Is Not Working
Your support coordinator should help you make informed choices. You do not have to continue with a provider simply because you started using them.
If a service is unreliable, unsuitable or no longer meets your needs, discuss the problem with your coordinator.
They can help you consider other providers and work through changes to your supports. Participants can also change providers when needed.
If you are changing your support coordinator, check your service agreement for the required notice period and handover arrangements. The NDIS states that participants can change support coordinators, subject to the terms of their service agreement.
Make Sure Your Service Agreement Is Clear
A service agreement should explain what you and your provider have agreed to.
It can cover:
- The supports being provided.
- How the supports will be delivered.
- Costs and payment arrangements.
- Cancellation policies.
- Additional fees or charges.
- How changes will be handled.
- How concerns or complaints can be raised.
Read the agreement before signing it. Ask your provider to explain anything you do not understand. The NDIS recommends having agreements in language and a format that you can understand.
Prepare for Your Plan Reassessment
Your support coordinator can help you prepare information about your progress, current supports, barriers and changing needs.
Keep evidence throughout your plan period rather than trying to remember everything later.
For example, record:
- What support you received.
- What changed as a result.
- What is still difficult.
- Any gaps in your services.
- What support you may need going forward.
Support coordinators have reporting responsibilities, including reports about plan implementation, progress, barriers and risks.
FAQs
What should I talk about with my NDIS support coordinator?
Start with your current goals, problems with your supports, provider needs and any questions about using your plan. You can also discuss what you want to learn to manage yourself.
Can I change my NDIS support coordinator?
Yes, you can change your support coordinator, but you should check your service agreement for notice requirements and make sure the handover is handled properly.
Does a support coordinator manage my NDIS money?
No. A support coordinator helps you connect and coordinate your supports. A plan manager handles financial tasks such as processing claims, paying providers and monitoring funding.
