What to expect from us

Your support coordinator will work closely with you to help you fully understand your NDIS plan. This includes making sure you have a clear picture of your support budgets and the types of things your funding can be used for. It also involves explaining how your funding is managed and what steps or requirements may need to be followed in order to access specific supports. Sometimes this might mean providing quotes before certain items can be approved, clarifying what can or cannot be claimed under the rules of the scheme, or showing you how much can be claimed and under what circumstances. There are times when service bookings must be created, and your support coordinator will take the time to explain what these mean, why they are needed, and how they help you access the right services at the right time.

Another part of the role is helping you to plan and coordinate your supports. This means working alongside you to identify providers, services, and community supports that fit together in a way that meets your needs and reflects your personal circumstances. No two participants are the same, and so the mix of services you use should always be based on what suits you, not on what suits the providers. You and your support coordinator will talk about the different types of supports available, including NDIS-funded supports, local community options, and services provided through other government programs. The goal is to create a balanced, flexible package of support that helps you pursue your goals without leaving gaps or overlaps.

Together you can decide how you would like your supports and services to be delivered. This might include arranging a schedule that reflects your daily routine, your personal goals, and the way you want to use your plan. It should also be realistic about your budget so that your plan can last for the full period and be used effectively. Your support coordinator can help you find providers who meet your needs, explore new services, and even try out different options to see which ones work best for you. Sometimes this means working with more than one provider at the same time, and your support coordinator can help you manage those relationships so that your supports remain coordinated and consistent.

Connecting you with supports and services is a central part of support coordination. Your coordinator should have strong knowledge of services in your local community and beyond. They can assist you to locate NDIS providers, community programs, and government services that are relevant to your goals. The idea is not just to connect you with any provider but to help you choose the right one for your needs and preferences. If you need advocacy services, your support coordinator can connect you with organisations that specialise in standing alongside participants to ensure their voices are heard.

It is also important to understand when you must choose NDIS registered providers and when you can use unregistered ones. For example, if you are agency-managed you will need to use registered providers, while if you are plan-managed or self-managed you may have a broader choice. Your support coordinator will explain these differences clearly so you can make informed choices. They will also guide you through the quality and safeguards arrangements that exist to keep you safe, including checking that providers are not restricted or banned by the NDIS Commission. In some cases, such as home or vehicle modifications, you may need quotes or assessments, and your support coordinator will show you the steps required and help you complete them.

Family, friends, and community supports are also an important part of your life. You and your support coordinator will talk about how these informal networks can support you to pursue your goals. Where you need other government or mainstream services, your coordinator will help you connect with them and ensure that they work in a way that complements your NDIS supports.

Setting up supports can sometimes feel like a lot of paperwork, but your support coordinator can make this easier. They can help you to establish service agreements and service bookings that clearly reflect the supports you need. A service agreement is simply an understanding between you and your provider about what services will be delivered, how they will be delivered, and what costs are involved. Your support coordinator can guide you through the process of negotiating these agreements so you feel confident that they reflect your choices and protect your rights. They will also help you understand what providers can and cannot charge, including travel and cancellation policies, so there are no surprises. If any problems arise that prevent you from using your plan as intended, your support coordinator will work with you to find solutions.

Maintaining your supports is just as important as setting them up. Your support coordinator will check in on how your current supports are working for you and help you create a plan for what to do if something goes wrong. For example, if a provider cancels or you are not satisfied with the service, your support coordinator can help you adjust, find new providers, or make changes so that you continue receiving the support you need. If you are ever concerned about the quality or safety of a service, your coordinator can help you make a complaint to the NDIS Commission and ensure your voice is heard.

A good support coordinator does more than just arrange services. They also coach, refine, and reflect with you. This means helping you build your confidence and skills to implement your plan independently. They can show you how to use NDIS systems, set up supports, negotiate with providers, and get the best value out of your plan. You can work together to evaluate how well your current supports are working, track your progress, and think about whether your supports still meet your needs. If you decide to try something different, your coordinator can help you make those changes.

When it comes time to prepare for your plan review, your support coordinator will sit down with you to reflect on what worked well and what outcomes you achieved. Together, you can talk about what you would like to improve or change in your next plan, and what evidence might be helpful to bring to your plan review meeting. This process ensures that the NDIA understands your progress and your ongoing needs, and it also gives you a chance to advocate for the supports that matter most to you.

Part of the role of a support coordinator is to provide reports to the NDIA. These reports are a way of showing how your plan is being used and how you are progressing towards your goals. An initial plan implementation report is prepared shortly after you start your new plan, outlining what steps have been taken and what supports are in place. A mid-term report may be required, describing how your plan is being used and what adjustments might be needed. Finally, a plan review report reflects on the entire period of your plan and makes recommendations for your next plan. These reports are not just formalities; they are important tools for making sure the NDIA understands your situation and continues to provide appropriate support.