NDIS Level 2 Support Coordination

NDIS Support Coordination is a service designed to help participants implement their NDIS plans and coordinate their supports effectively. Practically, this means a Support Coordinator (an NDIS-funded professional) will assist you in understanding your plan, connecting with the best suited service providers, and ensuring all your supports work together toward your goals. Support coordination is a capacity-building support – the aim is not only to get your services running smoothly, but also to build your own skills and confidence in managing your plan over time. For example, if your plan funds therapy, personal care, and employment support, a Support Coordinator will help you choose providers for each, set up service agreements, schedule appointments, and resolve any issues that come up. They’ll also check in regularly to monitor progress. There are different levels: Support Connection (basic help), Support Coordination (more involved coordination), and Specialist Support Coordination (for complex needs). No matter the level, the core idea is that support coordination bridges the gap between having an NDIS plan on paper and actually accessing the benefits of that plan in real life. It’s about making the NDIS plan work for you day-to-day.

The NDIA will include funding for support coordination in your plan if it’s considered reasonable and necessary for your situation. Typically, participants who are new to the NDIS, have complex needs, limited informal supports, or multiple providers will receive support coordination funding. You don’t “apply” for it separately – instead, during your planning meeting (or plan review), you should discuss your need for a support coordinator. Explain any challenges you might face managing the plan on your own (for example, if you have a heavy caregiving load or cognitive impairments that make coordination hard). If the planner agrees, they will allocate a portion of your Capacity Building budget for Coordination of Supports. The level (standard vs specialist) will depend on complexity (specialist is level 3 for very complex cases). If your current plan lacks support coordination but you now need it (maybe circumstances changed), you can request a plan reassessment. Under the NDIS Act, participants have the right to ask for a plan review at any time if their situation changes. In short, be upfront about needing coordination help when talking to the NDIA. Able WA can also provide supporting letters or evidence to justify support coordination in your plan. Once approved, you can then choose Able WA (or another provider) to deliver the support coordination.

You do not pay out of pocket for support coordination if it’s included in your NDIS plan. Support Coordination is funded by the NDIS under the Capacity Building category “Support Coordination.” The NDIA allocates a certain amount (dollars or hours) for this in your plan. Your support coordinator (Able WA, for instance) will claim their fees from that budget. There are NDIA-set hourly rates for support coordination services (published in the NDIS Price Guide), and providers must adhere to those. Because it’s part of your NDIS plan, you won’t be billed personally for typical support coordination work – the transactions occur between the provider and the NDIA (or your plan manager). It’s important to note that support coordination funding is separate from your other supports – using it does not reduce your therapy hours or core support funding, for example. It’s a dedicated budget for coordination. If your plan doesn’t have support coordination funding, then you would not have a funded coordinator unless you pay privately – but most people who need a coordinator will seek to have it included by the NDIA. In summary: if support coordination appears in your plan, it’s already paid for by the NDIS, and there are no additional costs to you for those services.

Choice and control is a key principle of the NDIS – you get to choose your support coordinator. To find one, you can: ask for recommendations (for instance, from other participants, your therapist, or local disability networks) or use the resources available. The NDIS website has a provider finder tool or list of registered support coordination providers. If your plan is agency-managed, remember you’ll need to choose a registered provider (like Able WA) since only registered providers can serve NDIA-managed participants[2]. You might consider factors like location (someone who knows your local area), specialization (do they have experience with your specific disability or age group?), and capacity (do they have room to take you on and give you enough attention). It’s okay to contact a few providers and ask questions about how they work. At Able WA, for example, we’re happy to chat and explain our services before you decide. You can also check if the coordinator is independent (only does coordination) or part of a company that provides other services – some participants prefer independent coordinators to avoid conflicts of interest. Ultimately, “suitable” means someone you trust and communicate well with, who understands your needs. If you choose Able WA, our team of qualified support coordinators will work closely with you and are committed to helping you achieve your goals. But the decision is yours – you can change later if it’s not the right fit (see next question).

A Support Coordinator’s day-to-day role is to make your plan happen. In practical terms, this includes tasks like: contacting various service providers on your behalf, arranging assessments or quotes (e.g., scheduling an occupational therapy assessment if you need home modifications), setting up service agreements and ensuring service bookings are in the NDIS portal, and coordinating the start of each support service. They will often create a calendar of your supports (who’s coming on what days) so nothing is overlooked. Support Coordinators also educate you about your plan – for example, explaining what each budget category can be used for and advising if a support is or isn’t covered by NDIS funding. They troubleshoot problems: if a provider cancels or you’re not happy with a service, the coordinator steps in to find alternatives or mediate issues. Another part of the role is monitoring progress – the coordinator will check if the supports are helping you reach your goals, and they document outcomes which can be useful for plan reviews. They might organize periodic review meetings with you to discuss what’s working or if adjustments are needed. Behind the scenes, they also handle a lot of communication – emails/phone calls between your family, providers, and the NDIA as needed – acting as the central point of coordination. In essence, your support coordinator is your right-hand person for anything related to your NDIS plan, ensuring that all the pieces come together and nothing falls through the cracks.

The distinction comes down to whether the provider has gone through the NDIS Commission’s registration process. A Registered Support Coordinator is one who works for an organization (or as an individual) that has been approved by the NDIS Commission and is listed on the official register of providers. Registered providers must meet specific standards, follow the NDIS rules and practice standards, have proper qualifications/experience, and undergo audits. They are allowed to provide services to any NDIS participant, including those whose plans are managed by the NDIA. A Non-Registered Support Coordinator has not completed that formal registration. They can still offer coordination services, but only to participants who are self-managing or using a plan manager for their funds. Non-registered providers are not subject to NDIS Commission audits or the full scope of practice standards (though they still must abide by the NDIS Code of Conduct and relevant laws). In terms of quality, many non-registered coordinators might be perfectly competent – sometimes smaller or newer providers choose not to register due to the administrative burden. However, if you’re agency-managed, you must go with a registered provider by law[2]. Able WA is a registered provider, which means we meet all requirements and can work with any participant. When choosing, consider that registration can be a sign of credibility and accountability (since the provider is externally monitored). But the most important factor is who will best meet your needs and work well with you.

Yes. As an NDIS participant, you have the right to change providers (including your support coordinator) if you aren’t happy or simply want to try someone else. You’re not “locked in” beyond maybe a notice period in your service agreement. If you feel your current support coordinator isn’t a good fit or isn’t meeting your expectations, you can end the service agreement with them and engage a new support coordination provider. The process typically involves notifying your current provider (often 2 weeks’ notice is sufficient, but check your agreement) and ensuring they conclude any tasks or hand over necessary information. You should also inform the NDIA or your plan manager that you are switching. There’s no penalty for changing – the funding remaining for support coordination in your plan will simply be available to the new provider going forward. The NDIA acknowledges participant choice and control, so you are completely within your rights to switch coordinators. Many participants switch if they find a provider that better understands their needs or communicates more effectively. At Able WA, we encourage open communication – if you have any issues, we’d want to know and resolve them, but ultimately we support your choice. Our priority is that you get the best support for you, even if that means transferring to another service. (For reference, the NDIS states you can request a change of provider through the NDIA or simply by updating your plan if needed.) Remember, the NDIS plan is yours – the support coordinator works for you, and you should feel empowered to have someone you trust in that role.

The frequency of contact with your support coordinator can be tailored to your preferences and needs. At the start, we usually have more frequent contact – perhaps weekly or fortnightly – as a lot has to be organized when a plan is new. Once supports are in place and stable, some participants are comfortable with check-ins monthly or as needed. Generally, you can expect your Support Coordinator to check in at least once a month even during stable periods, just to make sure everything is on track. If you have a lot going on or if there are urgent issues, the coordinator might talk to you several times a week until things are resolved. You can also reach out anytime you have questions; good support coordinators will respond promptly (within a day or two for routine matters, or sooner for urgent ones). We at Able WA like to set a communication plan with each participant – some people prefer regular face-to-face meetings (e.g., a home visit every month), while others might opt for phone calls or emails. During critical times, like preparing for a plan review or managing a crisis, contact will naturally increase. There is no hard limit (except the funding in your plan) – the key is that you get enough support coordination hours to manage everything. We also coordinate with family members or other nominees if you want them involved in communications. In short, expect consistent support, but the rhythm of meetings/calls is flexible. You will never be left wondering where we are – we strive to be accessible and responsive whenever you need assistance.

NDIS plans are generally reviewed every 12 months (yearly), though in some cases the NDIA might set a shorter or longer plan duration (some plans can be 24 months or even 36 months). The annual plan review is a standard process to check what’s working and to make updates or renew funding for the next period. Yes, your support coordinator will definitely assist with your plan review. In fact, helping you prepare for reviews is a key part of the support coordination role. We will typically start planning for your review a month or two in advance: discussing with you what goals you want in the next plan, what supports you need increased or changed, and identifying any new needs. We can write a report for the NDIA outlining your progress and justifying continued or additional supports – this is often called a Support Coordinator End of Plan report. We’ll also gather reports from your therapists or providers to support your case. During the review meeting itself (which might be with an NDIA planner or LAC), we can attend with you or provide a written summary to ensure all points are covered. If your plan review results aren’t what you hoped (for example, something you needed was not funded), we can advise on the next steps, including submitting an internal review (appeal). Additionally, if something major changes in your life before the scheduled review – say your needs increase suddenly – we help you request an unscheduled review (sometimes called a change of circumstances review). Under NDIS law, participants can request a plan reassessment at any time if needed, and we’ll facilitate that by writing to NDIA and helping fill out forms like the Change in Circumstances form. In summary: plans are usually reviewed annually, and your support coordinator will be with you through the whole review process to advocate for the supports you require in the next plan.

 It’s very important that you feel comfortable to speak up. If you have feedback or concerns about Able WA’s services (or any NDIS service), you have a few options: 1) Tell Us Directly: We encourage you to contact our office or your support coordinator to discuss any issues. We take complaints seriously and will work with you to resolve them. Able WA has a complaints management process in line with NDIS rules[1] – we will listen, document your complaint, and take appropriate action to fix the problem. 2) Contact the NDIS Quality and Safeguards Commission: This is the independent regulator. You can call them on 1800 035 544 or use their online complaint form to report serious concerns or if you’re not comfortable raising it with us. The Commission oversees all providers (registered and unregistered) and can investigate complaints about services, supports, or conduct. All NDIS providers and workers must follow the NDIS Code of Conduct, which among other things requires us to treat you with respect and promptly address issues[7]. 3) Tell your Plan Manager or LAC/NDIA: if applicable, they can also assist in directing your complaint to the right channel. The NDIA itself handles complaints related to NDIA staff or processes, while the NDIS Commission handles service provider complaints.
You will not face negative consequences for complaining – it’s your right. In fact, providers are required to support participants to make complaints and to ensure procedural fairness in handling them. At Able WA, we view feedback as an opportunity to improve. You can also provide positive feedback or suggestions for improvement anytime. We have feedback forms and also welcome verbal feedback. If you need help to make a complaint (for example, you want an advocate or interpreter), we can assist in organizing that too. Remember, the goal of the NDIS is to empower you – and that includes speaking up if something isn’t right. Your safety and satisfaction are paramount.