What support coordination is

Support coordination is a capacity-building support that helps a participant make practical use of their NDIS plan. A coordinator can explain plan funding, help connect with providers and community services, and support the participant to organise services that fit their goals.

The coordinator does not decide what the participant is entitled to, approve extra funding or replace the NDIA. The participant keeps choice and control over providers and decisions. Support coordination is not automatically included in every plan: check the plan or ask the NDIA or plan manager whether it is funded and what budget is available.

The levels of support coordination

NDIS plans may include different levels of help, depending on the participant’s circumstances and goals:

• Support connection: help to understand the plan and connect with providers and community supports.
• Coordination of supports: more hands-on help to organise several services, build relationships and increase the participant’s ability to coordinate supports over time.
• Specialist support coordination: higher-intensity coordination for complex situations or significant barriers, to help resolve issues and maintain supports.

Use the exact support description and budget in the participant’s plan. A provider should explain what they will deliver and how it fits the funded support.

How to work effectively with a coordinator

1. Start with the participant’s goals. Choose a few practical outcomes, such as finding a therapist, arranging daily support or building a community connection.
2. Agree on communication. Decide who the coordinator may contact, how often updates are wanted and how the participant will approve decisions.
3. Ask for a clear work plan. Request priorities, next steps, responsibilities and a way to review progress.
4. Keep records. Save emails, provider details, quotes, service agreements, meeting notes and decisions.
5. Review whether the support is helping. If the participant’s needs or circumstances change, discuss this with the coordinator and consider whether the NDIA should be told.

Family or nominees can be involved with the participant’s permission and within their legal authority. The coordinator should communicate directly with the participant in an accessible way and respect their preferences.

Choosing a provider and spotting problems

Ask prospective coordinators about relevant experience, availability, fees, conflicts of interest, record keeping and how they support participant choice. A coordinator should explain any relationship with providers they recommend and give the participant genuine options.

Warning signs include pressure to use a particular provider, unclear charges, poor communication, decisions made without the participant, or a lack of progress updates. Raise concerns with the provider first where appropriate. Participants can change providers, subject to the agreement’s notice and cancellation terms. For serious conduct concerns, use the NDIS Commission’s complaint pathways.

A practical first-meeting checklist

• Have the current plan and a list of goals available, if the participant wants to share them.
• Ask what tasks the coordinator will do and what they will charge.
• Discuss communication needs, consent, privacy and who may receive information.
• Set the first three actions, who is responsible and when to check progress.
• Ask how urgent issues, disagreements and provider changes will be handled.

Frequently asked questions

Official NDIS sources

• What is a support coordinator
• Guide to working with a support coordinator
• NDIS support coordination reform consultation

NDIS rules and pricing can change. Check the current official guidance and your plan before making decisions. This article is general information and does not replace advice from the NDIA or a qualified professional.