What qualities to look for in a good support coordinator

As a client on the National Disability Insurance Scheme, it’s easy to become ‘information overloaded’. The constant array of letters, communication and rules from NDIS will always prevail, however it does not have to be stressful if you have a qualified support coordinator to support you and reduce any mental stress.

We all need someone in our corner, especially when you have your nose pressed up against a government system, which is very complicated at the best of times hard to understand.

Here are some tips below which can determine good support coordinators from the great ones.

1. Lingo – It sounds obtuse, but ‘language a person can use’ is critically important. If you can see that an individual is not using ‘language appropriate words’ which fit with working in a career which constitutes working alongside people day in and day out, then it’s likely you have found someone with ‘No OR little background experience’.

Do they ask you about your support needs and how will this information be conveyed to external service providers?

Are there any specifics relating to your illness and ongoing complexities, are these mentioned and honored in a way which bridges understanding?

Do you feel like they are listening to you, actively?

Are you sensing from them, in their voice, tone and manner a sense of ‘genuine care’?

Have they asked for past evidence about your support needs, or documentation relating to your diagnosis or ongoing condition and abilities.

Are they working towards your NDIS goals, and ask you about future planning, 12 months from now until 2 - 4 years from now.

These are just some of the questions you need to ask yourself when you are ‘interviewing’ your next support coordinator. It’s important to feel like they have a good grasp on your current and presenting issues, and often I find individuals in this sector on the first meeting, they want to ‘problem solve and rescue you at the first meeting, however warm this may feel, it's not conducive to helping the overall outcome.

Active Listening and unpacking your presenting issues on the first meeting should be the first point of call for you and for the Support Coordinator.

1. Strong Communication skills with a ‘can do attitude’.

Does the Support Coordinator display any of the following.

Listening to you on the first meeting but being clear and responsive to you after the first meeting is a key indicator in sensing whether you have found someone who can help you move forward.

Are they staying in regular contact via phone, email, or meetings?

Do they follow up what they say, they will do for you?

Do you feel like you are being supported to resolve the current and pressing issues?

Do you understand your human rights?

Are you clear on the next steps you will take together?

Is there a clear plan of action?

Have you asked for a copy of your plan of action?

These are some of the questions, you can ask your yourself, when you have going past the first meeting, and you are starting to work on a plan to resolve the important issues you may have currently. 

1. Person Centered Approach

This term is often used in this space, but I don't think many individuals understand the meaning or value behind the principles. A person-centered Approach is Holistic; it takes ALL aspects of the individual into consideration by using this approach you should focus on:

Your personal preferences relating to your basic needs, cultural identity, gender orientation.

Investigating you, should be done in a way which is inquisitive to learn about you.

Active listening from the worker, to give you space to talk about you and your past and present experiences, but also direct you to focus on what is next, for you?

Do they ask open ended questions?

Do they ask for your informal supports, eg; family, friends or other relevant people to be part of this process?

If a Support coordinator is not putting you in the middle, of your own life then how can we clearly view, what supports need to stay the same in your life and what needs to change to ensure all your needs are met with your current NDIS plan. 

1. Developing a plan of action and problem solving is a critical part of Support Coordination.

Critical thinking is a skill needed with problem solving at any stage in your life and your support coordinator is required ‘to think across’ or ‘laterally’ across your presenting issues and present life. Finding a lateral thinker is a great asset to you, as they will be able to analyse issues across your life, and they may even draw on things, which you may or may not be aware off. It’s important when ‘looking for a solution’, that you may remain open to the process and explore all options, until you have ‘decided’ it’s a full…. ‘Yes OR No’ to any options, sent your way.

Creativity is a skill which Support Coordinators need to draw on, when trying to solve long term or deep-rooted issues.

Has the coordinator pulled on all the various external sources who can help you solve a critical issue in your life?

If you don’t have the funds in your NDIS plan or you have run out entirely, then clearly you are left with limited options; the only way to move forward is a ‘change of circumstances’. To ensure the smooth transition of this process, has all the logical information been collated and presented for you, which means you will get the most out of your next review meeting or time in front of a NDIA planner?

Is the documentation logical, does it have a reason ‘why is this added and what is the purpose?

Is there anything we are missing, and anything you have not disclosed to date?

Do you have an additional diagnosis? if you are adding one to your next plan…..

Do you have a credible medical person and the supporting documentation provided, to NDIA which clearly stipulates the impacts. How does this link between you currently and the gaps in your daily living needs?

These are some of the crucial items, which you can look for in a Support Coordinator. The NDIA scheme was set up to give individuals with a disability choice and control. It's important you feel heard and validated when finding someone who can empower you to get the best outcomes of your NDIS plan. 

Written by Lesley Adamson (2025, Copyright)

CEO of Madetohelp.com.au

Registered NDIS Provider who provides excellent service delivery, like Support Coordination.