Support coordination is a disability service that's offered through government programs, community organisations and private services. To access the service, participants first need to include it in their NDIS plan.
Programs track operational metrics like how quickly coordinators assess participants and how thorough their work is. But the most meaningful measures focus on personal goals achieved.
Getting Started
In quality programs, coordinators complete intensive training that includes person-centered planning techniques and other relevant laws and regulations. They also develop familiarity with complex funding systems, such as Medicaid, to ensure they can find the best options for each person they serve.
In addition, good support coordinators aren't afraid to challenge systems when they think the outcome might be less than ideal for a person they're serving. They're also teachers at heart, working to help participants understand their rights, learn self-advocacy skills, and strengthen natural supports of family and friends.
A good support coordinator takes a holistic approach to meeting the needs of each person they serve, connecting people with the National Disability Insurance Scheme (NDIS) services that are right for them. They do this by telling the person's story, completing assessments and providing regular check-ins to make sure services are being used effectively. This is documented in the person's Individual Supports Plan, Service Notes, and Monitoring Notes.
Qualifications
As with all roles in customer service, the qualifications for support coordinators are broad and varied. However, some key skills are consistently listed on job descriptions:
Strong problem-solving skills and a good understanding of systems and regulations are essential. Coordinators also need to be able to identify your needs and goals, and design strategies that help you achieve them.
Cultural responsiveness is an important qualification for coordinators, especially when working with people who are marginalized. This goes beyond basic awareness and includes things like addressing power imbalances, acknowledging biases and learning from the community.
Specialist support coordination (SSC) takes this a step further. This level of support focuses on high-risk, high-complexity situations. It demands real expertise and professional judgment, and will likely be subject to additional registration and practice standards in the future. It's worth remembering that participants have the right to change their SSC at any time.
Developing a Support Plan
A quality support coordinator is a navigator, advocate, planner and cheerleader. They work with you to develop a person-centered plan that connects you to the services that are right for you.
They will make sure your support needs are met and that you're on track to achieve your goals. This is done through regular monitoring and contact with you (phone or face-to-face meetings).
Your support coordinator may work with a variety of providers in the disability community, including government funded services. They should have checks and balances in place to ensure they aren't biased towards any particular providers or services.
Level 1 Support Coordination is the simplest level of service available, designed for people with relatively straightforward needs. Whether you're new to the system or have a stable situation that doesn't change often, this is where you start. This level of service helps you build your ability to connect with informal, community and funded supports and take more control over your own life.
Bringing Your Plan to Life
When life feels overwhelming, having someone in your corner who understands complex service systems can make all the difference. Support coordination services are that guiding hand, connecting people to specific services and resources, and helping them navigate a system that often seems inaccessible.
The best coordinators go beyond traditional case management by connecting with informal supports – like family, friends, and community connections – as well as formal services. They advocate for a person's interests, preferences, and dreams, even when those are at odds with existing systems.
Finally, effective coordinators provide a safe and reliable point of contact to address any concerns about the quality of service or a participant's safety. Some providers use proactive monitoring to identify potential issues and intervene early. They also keep a finger on the pulse of a person's health and circumstances, adapting their level of engagement as needs and challenges change. Ultimately, the most important measure of a coordinator's success is whether they help their participants achieve their goals.
