Support Coordination Explained: A Guide for NDIS Participants

If you have Support Coordination funding in your NDIS plan, it means the NDIA has agreed to pay a qualified person to help you understand your plan, find suitable providers, and get your supports up and running. It is not a luxury add-on. For many participants - especially those navigating the scheme for the first time - it can be the difference between a plan that works and one that sits unused. This guide explains what support coordination is, who pays for it, how to find a good provider, and what to watch out for along the way.

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What is support coordination?

Support coordination is a funded capacity-building support under the NDIS. A support coordinator's job is to help you:

• Understand what your plan funds and what it does not
• Connect with providers who can deliver the supports you need
• Negotiate service agreements and service bookings
• Coordinate multiple providers so your supports work together
• Build your own skills and confidence to eventually manage your own supports

The NDIS distinguishes between two levels of support coordination:

Support Coordination (Level 2)

This is the most common form. It suits participants who need some help setting up and managing their supports but who can, over time, take on more responsibility themselves. A Level 2 support coordinator helps you action your plan, troubleshoot issues, and prepare for plan reviews.

Specialist Support Coordination (Level 3)

Specialist Support Coordination is for participants with more complex needs - for example, those with multiple high-intensity supports, people leaving hospital or justice settings, or people whose circumstances create significant risk. Specialist coordinators hold higher qualifications and are trained to manage complex situations. The NDIS Commission sets out the qualifications and registration requirements for this role.

Support coordination is different from plan management. A plan manager handles the financial side of your plan - paying invoices, tracking your budget, and reporting to the NDIA. A support coordinator focuses on the practical and relational side - finding providers, coordinating services, and building your capacity. You can have both, and many participants do.

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Who pays for support coordination, and how does funding work?

Support coordination funding sits in the Capacity Building budget of your NDIS plan, under the "Support Coordination" support category. It is not drawn from your Core Supports budget, which means it cannot be used interchangeably with other supports.

The NDIA decides whether to include support coordination funding when approving your plan. It is not automatically included for every participant. The NDIA is more likely to fund it when:

• Your support needs are complex or involve multiple service types
• You have limited informal supports (family, friends, community)
• You are new to the NDIS and need help getting started
• You are at risk of your plan going unspent or your supports breaking down

If your current plan does not include support coordination and you feel you need it, you can raise this at your next plan review. Your Local Area Coordinator (LAC) or planner can also provide some coordination-like assistance, but they are not the same as a funded support coordinator.

How much does it cost?

The NDIS Pricing Arrangements and Price Limits set the maximum hourly rate a support coordinator can charge. As of the most recent pricing update, the cap for Support Coordination sits around $100-$110 per hour (inclusive of GST where applicable), and Specialist Support Coordination is higher. Providers cannot charge above these limits for NDIS-funded services. Always check the current NDIS Pricing Arrangements on the NDIS website for the exact figures, as rates are updated periodically.

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What does a support coordinator actually do day to day?

It helps to know what you should reasonably expect from a support coordinator once you engage one. A good support coordinator will:

1. Meet with you (and your family or carers if you wish) to go through your plan in plain English
2. Help you identify what supports you need and in what order to set them up
3. Research and shortlist providers who suit your needs, location, and preferences
4. Contact providers on your behalf, or with you, to check availability and pricing
5. Help you review and sign service agreements before committing to a provider
6. Check in regularly to make sure your supports are working and providers are delivering what was agreed
7. Keep records of the support coordination hours used so you do not run out of funding unexpectedly
8. Help you prepare for your plan review by documenting what has worked and what has not

A support coordinator does not make decisions for you. Their role is to give you the information, options, and connections you need to make your own informed choices. If a coordinator is making decisions without consulting you, that is a problem worth addressing.

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How to choose a support coordination provider

Choosing the right support coordinator is one of the most important decisions you will make as an NDIS participant. Here is a practical checklist to work through when you are comparing providers.

Checklist: questions to ask a potential support coordinator

• Are you registered with the NDIS Commission? (Required if your plan is NDIA-managed; recommended regardless)
• What qualifications do your coordinators hold?
• Do you have experience supporting people with my disability type or support needs?
• How many participants does each coordinator currently support? (A very high caseload can mean less time for you)
• How will we communicate - phone, email, video call, in person?
• How quickly do you typically respond to messages or urgent issues?
• Do you have any conflicts of interest with providers you might recommend? (See more on this below)
• How do you track and report my support coordination budget so I know what I have left?
• What happens if my coordinator goes on leave or leaves the organisation?

You are also entitled to ask for references or to speak with existing participants (with their consent) about their experience. Not every provider will be able to arrange this, but it is a reasonable request.

When you are ready to start comparing options, browse NDIS-registered support coordination providers on OpenWay to see profiles, service areas, and contact details in one place.

Registered vs unregistered providers

If your NDIS plan is NDIA-managed (the NDIA pays providers directly), you must use NDIS-registered providers. If your plan is plan-managed or self-managed, you have the option to use unregistered providers, though you should still check their qualifications and experience carefully.

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Red flags to watch for

Not every support coordinator will be the right fit, and unfortunately some practices in the sector fall short of what participants deserve. Here are warning signs worth taking seriously.

Conflicts of interest. A support coordinator should be helping you find the best provider for your needs - not steering you toward providers they have a financial relationship with or that are part of the same organisation. The NDIS Commission's Code of Conduct requires providers to act with integrity and manage conflicts of interest. If your coordinator consistently recommends only one or two providers without explaining why, ask questions.

Not hearing from them. A coordinator who is hard to reach, slow to respond, or only contacts you when your plan review is approaching is not providing value. You are paying for their time through your plan, and you deserve regular, proactive contact.

Vague or missing records. You should always know roughly how much of your support coordination budget has been used. If your coordinator cannot tell you, or if invoices appear that you do not recognise, raise it immediately - with the coordinator, and if needed, with the NDIS Commission.

Pressure to sign agreements quickly. A good coordinator gives you time to read and understand a service agreement before signing. Pressure to sign on the spot, or agreements that are hard to exit, are red flags.

Doing things without telling you. Your coordinator should keep you informed at every step. If they are making bookings, cancelling providers, or changing your services without your knowledge, that undermines your right to choice and control.

If something feels wrong, you can raise a complaint with the NDIS Commission. You can also change your support coordinator at any time - you are not locked in. For more on how OpenWay approaches provider verification and safety, see what OpenWay's trust and safety standards mean for participants.

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Support coordination and the rest of your NDIS team

Support coordination works best when it connects well with the rest of your support network. Depending on your plan, that might include:

• A plan manager, who handles invoices and budget tracking
• Allied health providers, such as occupational therapists or speech pathologists, who may inform your support needs
• Core support workers, such as personal care or community access workers
• Your LAC or NDIA planner, who manages your plan reviews

Your support coordinator should be communicating with these people (with your consent) to make sure everyone is working toward the same goals. If your coordinator seems to be working in isolation, it may be worth raising this with them.

If you are a support coordinator yourself looking for tools to shortlist providers and share options with participants, the OpenWay support coordinator workspace is designed to make that process easier.

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Frequently asked

Can I change my support coordinator if things are not working out?

Yes. You can change your support coordinator at any time. You do not need to give a reason, though it is worth checking your service agreement for any notice period requirements. Once you end the agreement, any unspent support coordination funding stays in your plan and can be used with a new provider. If you are having difficulty finding a new coordinator, your LAC or the NDIS Commission's contact centre can help.

What if my plan does not include support coordination funding?

If your plan does not currently fund support coordination, you have a few options. You can raise it at your next scheduled plan review and explain why you need it. If your circumstances change significantly before your review, you can request an unscheduled plan review. In the meantime, your LAC can provide some general assistance with connecting to services, though this is not the same as a dedicated funded coordinator.

Is a support coordinator the same as a case manager?

Not exactly. "Case manager" is a term used in other sectors, such as health and aged care, and carries a different meaning. An NDIS support coordinator is specifically focused on helping you implement your NDIS plan, build your capacity, and coordinate your funded supports. They do not manage your medical care or make decisions on your behalf. The focus is on your goals, your choices, and your right to direct your own life.

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How OpenWay can help

Finding a support coordinator you can trust takes time, especially when you are new to the NDIS or moving on from a coordinator who was not the right fit. OpenWay is a free-to-use marketplace for NDIS participants, families, and carers that lets you browse provider profiles, check service areas, and send enquiries - all in one place.

You can explore support coordination providers listed on OpenWay to compare options based on location, disability experience, and the types of supports they offer. There is no obligation to commit, and browsing is completely free for participants.

If you are a family member or carer helping someone navigate their plan, the OpenWay participant and family guide has more information on how the platform works and how to get started.

OpenWay is not part of the NDIS, NDIA or NDIS Commission. Final scope, pricing, travel, cancellation rules and non-face-to-face charges must be confirmed in a written service agreement between the participant (or their authorised support person) and the provider.