Support Coordination is one of the most misunderstood supports in the NDIS system. Many participants receive it automatically but aren't sure what their coordinator actually does, while others who desperately need navigation support go without it entirely.

The role exists because the NDIS, while transformative, is incredibly complex. With over 600 line items, changing policies, and a provider landscape that varies dramatically across regions, even the most capable participants can find themselves overwhelmed.

But here's where our approach differs fundamentally from mainstream providers: we don't see Support Coordination as administrative case management. We see it as advocacy, education, and empowerment rolled into one.

What Support Coordination Actually Includes

NDIS Support Coordination covers connecting with providers, understanding your plan, resolving service delivery issues, and building your capacity to coordinate your own supports over time. It's not therapy, direct support, or plan management.

Most coordinators work from offices, managing large caseloads through phone calls and emails. They focus on connecting participants with any available providers, often prioritising speed over suitability.

Our coordinators are different. Firstly, 85% of our team is neurodivergent. For us, this isn't tokenism, it's strategic. When your coordinator has lived experience of sensory overload, executive function challenges, or social anxiety, they understand your barriers in ways that training alone cannot provide.

Marcus is 32-years-old and lives with Down Syndrome. He's been through four support coordinators in two years. Each promised to "find him services" but none addressed the core issue: traditional support workers couldn't accommodate his need for flexible scheduling and routine changes.

Our Coordination Approach

  • Face-to-face meetings in your preferred environment
  • Neurodivergent coordinators with lived experience
  • Complex needs specialisation
  • Advocacy training for families
  • Direct provider relationships for quality control

Marcus' coordinator spent time understanding his support preferences and busy social lifestyle, then found providers who could work with his natural rhythms rather than against them. Six months later, Marcus had stable supports and the confidence to advocate for his own needs.

This is what person-centered coordination looks like in practice. Instead of fitting people into existing services, we shape support arrangements around individual needs and preferences.

Our coordinators also understand trauma responses. Many participants have been let down by systems before, seeing cancelled appointments, staff who don't show up and promises that aren't kept. Building trust requires consistency, transparency, and acknowledgment of past experiences.

"Finally, someone who gets it. My coordinator found the right providers for me and I don't feel like I'm just a hassle." NDIS participant, Central Coast

We also recognise that many participants need Specialist Support Coordination, not just standard coordination. When someone has multiple diagnoses, complex behaviours, interfaces with multiple government systems or requires highly specialised supports, generic coordination falls short.

Our specialist coordinator works with clinical teams, understands complex funding mechanisms, and can navigate situations where standard providers so often drop the ball. Trained in trauma-informed practice, mental health and recovery coaching, she understands the intersection between mental health and disability.

The goal isn't perpetual dependence on coordination. We're explicitly working toward building your capacity to manage your own supports. But we also recognise that some people will always benefit from ongoing support coordination, and that's perfectly valid.