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 the NDIS will always prevail. However, it does not have to be stressful if you have a qualified support coordinator to guide you and reduce that mental load.

We all need someone in our corner, especially when dealing with a government system that can be complex and difficult to understand. Whether you live in Sunbury, Dandenong, Werribee or Shepparton, having the right support coordinator can make navigating your NDIS plan much easier.

Here are some tips to help you distinguish between a good coordinator and a great one.

Lingo and Communication

It might sound minor, but the way someone communicates is critically important. If a support coordinator is not using language that’s respectful, easy to understand and appropriate for working alongside people, it's a red flag. You might be dealing with someone who has limited experience.

Ask yourself:

Do they ask you about your support needs and how this information will be conveyed to other service providers?
Are they considering the specifics of your illness or disability and working to honour that in a way that builds understanding?
Do they actively listen to you and respond with empathy?
Are they displaying genuine care in their tone, manner and follow-up?
Have they asked for past documentation or reports relating to your condition?
Are they planning with you not only for today but for the next 12 months to 4 years of your NDIS journey?

These questions are worth reflecting on when 'interviewing' a new support coordinator. While it may feel comforting to have someone offer quick solutions at the first meeting, long-term outcomes are better achieved through careful listening and a collaborative process.

Participants in places like Broadmeadows, Frankston and Craigieburn mention that the best coordinators are those who don’t rush to fix everything immediately, but instead help them unpack their priorities thoughtfully.

Strong Communication with a Can-Do Attitude

A great support coordinator is responsive, follows through and keeps you in the loop. It's not just about the first meeting. It's about what happens next.

Ask:

Are they staying in regular contact via phone, email, or meetings?
Do they follow through on what they say they'll do?
Are you supported to resolve your current challenges?
Are you aware of your rights and responsibilities?
Do you both have a clear plan of action?
Have they provided you with a written copy of this plan?

This is especially important if you're based in areas like Warragul, Mildura or Keilor East, where timely coordination and proactive communication can directly impact access to services.

A True Person-Centred Approach

This term is widely used, but not always fully understood. A person-centred approach means supporting you holistically. It requires:

Respect for your preferences, cultural identity and gender orientation
Genuine curiosity about who you are, beyond your diagnosis
Active listening that gives space for you to share your story
Open-ended questions that guide, not rush, your decisions
Inclusion of informal supports like family and close friends when appropriate

Support coordinators in communities like Gladstone Park and Dandenong have seen the benefits of this approach firsthand, helping participants feel seen and heard in the process of shaping their supports.

If your support coordinator is not placing you at the centre of your plan, it becomes difficult to identify which supports should stay, change or grow. Your NDIS plan should reflect you, not just your diagnosis.

Problem Solving and Critical Thinking

Critical thinking is essential in support coordination. Your support coordinator should be able to think laterally about challenges and offer solutions tailored to your life. Creativity is just as important as structure, particularly when managing limited resources or preparing for an upcoming plan review.

For example:

Have they tapped into local supports across your area, whether you're in Wonthaggi or Craigieburn?
If your plan funding no longer meets your support needs, have they helped prepare a Change of Circumstances request?
Is all documentation well-organised and designed to clearly show your current gaps in daily living?
If you're planning to add a new diagnosis to your plan, your coordinator should support you in obtaining credible documentation that explains the impact of that diagnosis and its connection to your support needs. These are common issues faced by participants across Melbourne and regional Victoria, and your coordinator should know how to address them.

Final Thoughts

These are some of the crucial things to look for in a support coordinator. The NDIS was built on the principles of choice and control. If the provider you're working with isn’t helping you feel empowered, informed and well-supported, it might be time to consider other options.

At Made to Help, we provide NDIS Support Coordination across suburbs like Sunbury, Dandenong, Werribee and Shepparton. Whether you're seeking basic support or Support Coordination, our local teams are here to help you reach your goals and get the most out of your plan.

If you’re searching for a qualified NDIS support coordinator near you who listens, acts and advocates with integrity, contact us today. We’re ready to walk alongside you.