Support Coordination: What It Is, Who It Helps, and How to Use It Well
Support Coordination is one of the most practical supports in the NDIS—when it is used properly. This article explains what Support Coordination actually does, how it differs from other NDIS roles, and how participants and families can get better outcomes from it.
1) What is Support Coordination?
Support Coordination is an NDIS-funded service designed to help participants implement their plan. It brings structure to what can otherwise feel confusing: choosing providers, setting up services, resolving issues, and making sure supports work together in a way that aligns with the participant’s goals.
In practice, Support Coordination is often the difference between “having funding” and “having supports that actually function”. It helps participants overcome barriers such as service gaps, provider unreliability, complex needs, housing instability, and the administrative burden that families commonly carry.
Professional view: Support Coordination is most valuable when it is proactive. If the coordinator only reacts when things break, the participant loses time, stability, and often funding efficiency.
2) What a Support Coordinator does (and does not do)
What a Support Coordinator typically does
- Explain plan budgets, categories, and how the plan can be implemented realistically.
- Identify suitable providers and help set up services aligned with the participant’s goals.
- Coordinate communication between providers to reduce duplication and service conflict.
- Support service agreements, scheduling, and expectations around invoicing and reporting.
- Help address barriers (provider breakdowns, crises, housing changes, hospital discharge, safeguarding concerns).
- Assist with plan reviews by gathering evidence and documenting outcomes and ongoing needs.
What Support Coordination is not
- It is not direct support work (support worker shifts, personal care, or daily assistance).
- It is not Plan Management (although coordinators commonly liaise with plan managers).
- It is not clinical therapy (OT, psychology, speech therapy), though it can coordinate access to therapy.
3) Levels of Support Coordination (Level 1–3)
The NDIS recognises different levels of Support Coordination depending on the complexity of needs and the support environment.
Level 1 — Support Connection
Short-term assistance to connect with providers and activate the plan. Suitable when needs are relatively stable and the participant requires initial guidance only.
Level 2 — Support Coordination
The most common level. Ongoing coordination of services, problem solving, and capacity building to support independence over time.
Level 3 — Specialist Support Coordination
Intensive support for complex needs, multiple service systems, psychosocial disability, high-risk situations, or unstable supports.
Key insight: Many participants who “struggle to maintain supports” are not failing; they are simply funded at a level that does not match complexity. In those cases, Level 3 funding may be appropriate, supported by evidence.
4) What “good” Support Coordination looks like
Effective Support Coordination should be structured and measurable. You should see progress, not just conversation. A strong coordinator typically produces clarity in three areas: who is doing what, when it will happen, and how it links back to goals.
Practical indicators of quality
- A written action plan within the first 2–4 weeks (and updated as circumstances change).
- Providers confirmed with start dates, service agreements, and clear expectations.
- Active risk management when housing, safety, or service stability is in question.
- Clear communication—participants and families understand what is happening and why.
- Evidence prepared for plan reviews (progress notes, outcomes, provider reports, gaps).
Opinion: The best coordinators are “quietly organised”. They are not dramatic; they are consistent, precise, and solution-led—especially under pressure.
5) How to get started and what to prepare
If you are beginning Support Coordination (or changing providers), the first step is clarity. Preparation reduces delays, prevents budget waste, and helps the coordinator start with meaningful momentum.
What to have ready
- Your current NDIS plan (including budgets and dates).
- Your goals and priorities (what you want to change or achieve within 3–12 months).
- A list of existing providers (if any) and what is working / not working.
- Any current assessments or reports (OT, psychologist, support worker notes, hospital discharge information).
- Constraints and preferences (communication style, gender preferences, language, accessibility needs).
6) Frequently asked questions
Do I need Support Coordination funded in my plan?
Yes. Support Coordination must be funded in your plan to access it. If it is not included, you may request it at a plan review with supporting evidence.
Can Support Coordination help with urgent issues?
Where capacity allows, Support Coordination can assist urgently—particularly when supports collapse, safety risks emerge, or housing stability is threatened.
How does Support Coordination work with Plan Management?
They are separate roles. Plan Management handles invoices and budgets; Support Coordination coordinates services. In practice, they should collaborate closely to maintain stability.
What if providers do not show up or deliver poor service?
A Support Coordinator can help address service failures, renegotiate agreements, replace providers, and document issues to support plan reviews or safeguard needs.
Need Support Coordination?
If you would like to discuss your plan, provider options, or next steps, contact Bridges Care Services. We will help you move from confusion to a structured plan that works.
Request a Call Back