How to access support coordination in your NDIS plan

The National Disability Insurance Scheme (NDIS) offers a range of supports to help participants pursue their goals. Support coordination can help you understand and use your plan, connect with suitable supports and work through barriers that make implementing your plan difficult. There are two parts to accessing support coordination: having it included in your NDIS plan and choosing a provider to deliver it. 

What is support coordination?

Support coordination is a capacity building NDIS support designed to help you put your plan into action. A Support Coordinator provides information and assistance but does not make decisions for you. They work alongside you to: 

• Understand your NDIS plan, funding and how it can be used 

• Explain NDIS information in a way you can understand 

• Identify your goals, needs and preferences 

• Connect with NDIS providers, mainstream services, community organisations and informal supports 

• Provide information about your options so you can make informed decisions 

• Navigate barriers such as waitlists, service gaps and eligibility requirements 

• Build your confidence and skills to manage your supports more independently 

The three levels of support coordination

Support coordination can be funded at different levels depending on your circumstances. The amount of support you receive depends on the funding available in your plan. 

• Level 1: Support Connection — helps you understand your plan, connect with supports and build your confidence to manage your plan. 

• Level 2: Support Coordination — helps you implement your plan, coordinate supports, work through barriers and build your capacity to manage your supports. 

• Level 3: Specialist Support Coordination — provides a higher level of support for participants with complex circumstances who need specialist assistance to address significant barriers. 

Check your plan for support coordination funding

Before choosing a provider, check your NDIS plan to confirm: 

• Whether support coordination is included 

• The amount and level of funding available 

• How the funding is managed 

• Any information about the purpose or focus of the support 

Support coordination is generally included as a capacity building support. If you’re unsure what is funded, ask your NDIS contact, nominee or plan manager. Learn more about NDIS plans and support budgets. 

What if support coordination isn’t in your plan?

Support coordination isn’t automatically included in every NDIS plan. If you think you need it, raise this during planning or contact your NDIS contact. Explain the disability-related barriers you face and how support coordination could help you implement your plan and work towards your goals. 

 Steps to engage a Support Coordinator

• Think about what you want help with: Consider what you’d like to achieve, such as understanding your plan, finding providers, coordinating services or resolving gaps. You don’t need to have everything worked out before making contact.

• Research and compare providers: You have choice and control over who provides your support coordination. You can:

• Search the NDIS Provider Finder 

• Ask your NDIS contact or people you trust for suggestions 

• Research providers independently 

• Contact a provider such as CoAct directly 

Find a provider using the NDIS Provider Finder. 

• Have an initial conversation: Ask potential providers about their experience, availability, communication approach, fees, cancellation arrangements, privacy and consent. If they provide other NDIS services, ask how they ensure you have genuine choice and control. 

• Confirm consent and complete the request for service: Before accessing your plan or contacting other services, your provider should discuss consent with you, including what information will be shared and why. You decide whether you want to work with the provider. Learn more about requests for service. 

• Agree on how you’ll work together: Once you’ve chosen a provider, agree on your priorities, fees, funding, privacy, cancellation arrangements and how to make a complaint. This should be explained in a way you understand before you agree. 

• Meet your Support Coordinator and get started: Your Support Coordinator should take time to understand your goals, strengths, preferences and communication needs. Together, you can identify priorities, connect with suitable supports, check what’s working and build your confidence to manage your supports. 

 Tips for getting the most out of support coordination 

• Tell your Support Coordinator what matters to you and how you prefer to communicate 

• Be open about barriers or supports that aren’t working 

• Ask questions if anything is unclear 

• Ask what activities will be charged and keep track of your funding 

• Take part in choosing providers and agreeing on actions 

• Agree on what information can be shared, with whom and why 

• Speak up if the service doesn’t feel like the right fit 

How CoAct Support Coordination can help

Register your interest with CoAct Support Coordination, or explore our resources for parents and carers and referrers to see how support coordination can help you or someone you support get the most out of an NDIS plan.