How plan managers and support coordinators work together

If you have both a plan manager and a support coordinator, you have two professionals working to support you but in different ways. Understanding how their roles fit together helps everyone work more effectively, and means you get more value from both.

What does a plan manager do?

A plan manager handles the financial administration of your NDIS plan. This includes:

• Receiving and paying invoices from your providers
• Tracking your funding across each support category
• Providing you with regular budget statements
• Helping you understand your budget and flag underspend or overspend

Plan management is funded separately in your plan and gives you access to both registered and unregistered providers.

What does a support coordinator do?

A support coordinator focuses on the coordination and navigation side of your plan. They help you understand your plan, choose providers, set up service agreements, and make sure your supports are working well together. They also help you problem-solve when things aren’t working and prepare for your plan review.

How they work together

Plan managers and support coordinators have complementary roles. In practice, this might look like:

• Your support coordinator helps you choose a provider and set up a service agreement; your plan manager then processes their invoices
• Your plan manager flags that a particular funding category is running low; your support coordinator helps you review how that funding is being used and whether changes are needed
• Your support coordinator is preparing your plan review; your plan manager provides a summary of how your funding has been spent throughout the year
• Your plan manager queries an invoice; your support coordinator follows up with the provider to resolve the issue

Clear communication is key

The most effective plan management and support coordination relationships involve clear, proactive communication. Your support coordinator should know which plan manager you use and have a working relationship with them. If something changes — a new provider, a service ending, a budget concern — both parties should be informed.

What if there’s a conflict?

Sometimes there can be confusion or disputes about invoices, billing timeframes, or what’s covered by support coordination. If this happens, speak with both your plan manager and your support coordinator to resolve it. If you’re not getting anywhere, the NDIS Quality and Safeguards Commission and the NDIS are available to help.

Get started with CoAct Support Coordination Services

CoAct Support Coordination is a new service designed to help NDIS participants get the most out of their plans with the right supports in place.

If you’re looking for guidance navigating the NDIS, connecting with providers, or making sense of your NDIS plan call us on 1800 226 228 or register your interest.