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Support Coordination Explained

What is Support Coordination?

Support Coordination is a capacity-building support to implement all supports in a participant’s plan, including informal, mainstream, community and funded supports.

What activities does a Support Coordinator usually undertake?

Support Coordinators work creatively and resourcefully with participants in how they utilise their support budgets to achieve their goals.

This is likely to include supporting the participant to:

  • Assess a number of mainstream, community, informal and provider options and choose preferred options or providers.
  • Negotiate services to be provided and their prices, develop service agreements and create service bookings with preferred providers.
  • Negotiate services and prices as part of any quotable supports.
  • Arrange any assessments required to determine the nature and type of funding required (eg: assessment to determine the type of complex home modifications required).
  • Decide the budget for each support type and advise any relevant plan manager of the breakdown of funds.
  • Liaise with any plan manager to establish the appropriate claim categories and attribute the correct amount of funds.
  • Link to mainstream or community services (eg: housing, education, transport, health).
  • Strengthen and enhance their capacity to coordinate supports, self-direct and manage supports and participate in the community, including providing participants with assistance to:
    • Resolve problems or issues that arise.
    • Understand their responsibilities under service agreements.
    • Change or end a service agreement.

Are there other activities a Support Coordinator might undertake?

Support Coordinators may also undertake specialist activities including:

  • Assisting the participant to get ready for their plan review by helping them:
    • Assess whether they achieved their goals and got value for money for their plan.
    • Identify solutions to problems experienced in implementing the plan and consider new goals.
  • Helping participants decide on what actions to take to achieve goals in relation to exploring housing options and life transition planning.

What activities doesn’t a Support Coordinator provide?

Support Coordinators optimise the flexibility in the core supports to implement the plan. They do not make a judgement about the adequacy of the plan and do not make requests for an unscheduled plan review on behalf of the participants.

For most participants the need for Support Coordination is expected to decrease as capacity increases, therefore Support Coordinators are not funded to provide certain supports. These supports are participant transport, plan administration or management, support rostering, advocacy and disability supports.

How are Support Coordinators allocated?

The planner will send a request for service to a Support Coordinator the participant has identified. The request includes details of what supports the participant requires. Support Coordination providers consider the request and inform the planner whether it is accepted, then a plan handover is arranged between them.

What are the expectations of Support Coordinators?

Support Coordinators are expected to:

  • Contact the participant ideally within two days after the handover, and meet with the participant within the next five days.
  • Understand the role of the mainstream service system and be registered providers.
  • Agree to the NDIS legislation and rules including provisions relating to reasonable and necessary supports.
  • Understand the NDIS Price Guide and flexibility within budgets.
  • Manage any perceived or real conflict of interest in accordance with the NDIA’s Terms of Business.
  • Provide the NDIA with reports on specific goals, outcomes and success indicators within the agreed reporting frequency.

What outcomes do Support Coordinators deliver for participants?

Support Coordination enables participants to:

  • Maximise the value for money they receive from their supports.
  • Exercise their choice and control.
  • Implement their plan.
  • Have increased capacity to manage and direct their own supports
  • Have greater opportunities to explore and connect with community and alternative support options.
  • Better coordinate multiple supports and services.
  • Have the capacity of their informal support network strengthened.
  • Be able to effectively use the NDIS Participant Portal myplace.