Support Coordination - Practice Guide

Latest Version Date: 10 June 2024
Review Date: 10 September 2024
Specialist Support Coordination Practice Guidance
This Practice Guide is designed to assist Professional & Leading Support Coordinators to access current
information and practice guidance to undertake their work, as well as gain a detailed understanding of how to
deliver best practice Support Coordination in line with both the NDIS Act 2013, and the NDIS Practice
Standards and Quality Indicators.
Participant is the term used by the NDIA to describe a person with disability who receives funding through an
NDIS Plan.
This Practice Guide uses the term Support Coordination throughout and refers to the delivery of all three
levels of NDIS-funded Support Coordination. This guide should be read in conjunction with the Support
Coordination – Procedure which offers step by step guidance in line with P & L’s Signature Process including
how to:
 Respond to a Request for Service from the NDIA,
 Initiate and deliver Support Coordination though P & L to individuals
 Manage P & L’s potential Conflict of Interest when delivering Support Coordination.
As many different types of documents will be drafted using this template, we do not have a single prescribed
structure that will suit all documents. You may, however, consider whether the following headings are
appropriate for the document you are developing.
What is Support Coordination?
Support Coordination is an P & L product and describes specific types of supports funded for people with
disability by the National Disability Insurance Scheme (NDIS), via the National Disability Insurance Agency
(NDIA). Support Coordination is provided to NDIS Participants in their NDIS Plan to support the progression of
their plan. This type of support involves the participant as a ‘partner in action’ with the Support Coordinator.
Support Coordination can include initial assistance with linking participants with the right providers to meet
their needs, assistance to source providers, coordinating a range of supports both funded and mainstream
and building on informal supports, resolving points of crisis, parenting training and developing participant
resilience and abilities to coordinate and implement supports and participate more fully in their network and
community.
P & L offers all three levels of Support Coordination funded by the NDIS. The three items within the NDIS
Price Guide describing the different levels of Support Coordination are:
Level 1 – Support Connection
Level 2 – Coordination of Supports and
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Level 3 – Specialist Support Coordination
The current NDIS Price Guide should be referred to for the full definitions and rules associated with
Support Coordination.
Within P & L’s Support Coordination product, these three support items are called:
P & L’s Product Name NDIS Support Item Name
Support Coordination - Connection Support Coordination
Support Coordination - Coordination Coordination of Supports
Support Coordination - Specialist Specialist Support Coordination
All these supports are based on ensuring the person with disability builds as much decision- making capacity
as possible. Ideally, the client will actively take on some or all of the coordination role, including their plan and
budget management needs.
Level 1 – Support Connection
This support item assists a participant to understand and implement their plan by strengthening their ability
to connect with the broader systems of supports, understanding the purpose of the funded supports and
providing assistance to connect with providers.
Support Connection will assist participants to achieve effective utilisation of their NDIS plan and answer
questions as they arise.
Support Connection also increases a participant’s capacity to maintain (or in some cases change) support
relationships, resolve service delivery issues, and participate independently in NDIA processes. Support
Connection includes, but is not limited to:
 Understanding the Plan;
 Connection with Supports and Services;
 Establishing Supports;
 Coaching, Refining, Reflection; and
 Reporting to the NDIA.
This type of support may be provided through Local Area Coordinators (LACs). LACs are external
organisations that are funded partners of the NDIA. They operate at a local community level, enabling the
NDIS to be implemented with consideration of issues within local communities. LACs also work with those
people who are not eligible to receive NDIS funding.
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Level 2 - Coordination of Supports
This support item assists to strengthen a participant’s ability to design and then build their supports with an
emphasis on linking the broader systems of support across a complex service delivery environment.
Coordination of Supports is to focus on supporting participants to direct their lives, not just their services,
and is focused on assisting participants to build and maintain a resilient network of formal and informal
supports.
This involves working together with participants to understand funding, identify what participants expect from
services, and how participants want these designed. Coordination of Supports also includes coaching
participants and working with participants to develop capacity and resilience within their network.
Coordination of Supports includes, but is not limited to:
 Designing Support Approaches;
 Coaching, Refining, Reflection;
 Targeted Support Coordination;
 Crisis: Planning, Prevention, Mitigation and Action;
 Building Capacity and Resilience; and
Level 3 - Specialist Support Coordination
This support is delivered utilising an expert or specialist approach, necessitated by specific, high complex
needs or high-level risks in a participant’s situation. Specialist Support Coordination is delivered by an
appropriately qualified and experienced practitioner to meet the individual needs of the participant’s
circumstances such as a Social Worker, or Mental Health Nurse.
Specialist Support Coordination is expected to address complex barriers impacting a participant’s ability to
implement their plan and access appropriate supports. Specialist Support Coordinators assist participants to
reduce complexity in their support environment and overcome barriers to connecting with broader systems of
supports as well as funded supports.Specialist Support Coordinators are expected to negotiate appropriate
support solutions with multiple stakeholders and seek to achieve well-coordinated plan implementation. They
will assist stakeholders with resolving points of crisis for participants, assist to ensure consistent delivery of
service and access to relevant supports during crisis situation.
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Specialist Support Coordination is generally delivered through an intensive and time-limited period
necessitated by the participant’s immediate and significant barriers to Plan implementation. Depending on
individual circumstances, a Specialist Support Coordinator may also design a complex service plan that
focusses on how all the stakeholders in a participant’s life will interact to resolve barriers and promote
appropriate Plan implementation. Once developed, a Specialist Support Coordinator will continue to monitor
the Plan, but it may be maintained by one of the participant’s support workers or other care supports.
Specialist Support Coordination includes, but is not limited to:
 Designing Support Approaches;
 Coaching, Refining, Reflection;
 Targeted Support Coordination;
 Crisis: Planning, Prevention, Mitigation and Action;
 Addressing Complex Barriers;
 Designing a Complex Service Plan;
 Building Capacity and Resilience; and
Context and History
The establishment and key features of the National Disability Insurance Scheme (NDIS)
The National Disability Insurance Scheme is the most significant attempt at social reform since the
introduction of Medicare It is important for Support Coordinators to understand the Scheme, its underpinnings
and context.
By ensuring people with disability, and those who provide informal supports (family, friends, and social
networks), receive full access to the support they need, the National Disability Insurance Scheme is
dedicated to the vision of a community that values people with disabilities. The NDIS promotes the concept of
an ordinary life for people with disabilities.
This means the Scheme aims to provide people with disability the same opportunities as others in the
community of the same age and stage of life.
Please take the time to become familiar with the information on the NDIS via the NDIS website.
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Entering and understanding the Scheme
Support Coordinators are expected to have a high-level understanding of the NDIS, how to access the
Scheme, and what the Scheme does and does not offer.
Access to the NDIS is determined by three separate and distinct requirements:
 Age - participants must be under 65 years of age when they first access the Scheme.
 Residency - participants must live in Australia and be an Australian citizen.
 Disability - participants must have a permanent or significant disability or meet early intervention
requirements.
Once a person in the scheme reaches 65 years of age, they can generally opt to stay in the NDIS. However, if
they decide to exit and access supports for older Australians, they cannot return.
While there is a list of disability types that allow a person immediate eligibility for the NDIS, NDIS funding is
not generally based just on the individual’s type of disability. A person needs to have a disability that causes
significant functional impairment and is likely to be lifelong.
The National Disability Insurance Agency (NDIA)
The NDIA administers the Scheme and makes decisions about whether someone is eligible to become a
NDIS participant and, if so, how much funding they will receive. This is based on legislation - the NDIS Act
2013, which sets out what supports and services are considered reasonable and necessary for the NDIS to
fund. The main functions of the NDIA include :
 Delivering the National Disability Insurance Scheme (NDIS) to support the independence and social and
economic participation of people with disability and enable people with disability to exercise choice and
control in the pursuit of their goals and the planning and delivery of their supports.
 Managing, advising, and reporting on, the financial sustainability of the NDIS.
 Developing and enhancing the disability sector.
 Building community awareness of disabilities and the social contributors to disabilities.
 Collecting, analysing, and exchanging data about disabilities and the supports for people with disability;
and
 Undertaking research relating to disabilities, the supports for people with disability and the social
contributors to disabilities.
The NDIS Quality and Safeguards Commission (NDISC)
The NDISC is an independent agency established to improve the quality and safety of NDIS support and
services. The NDISC regulates NDIS providers ensuring national consistency, promoting safety and quality of
services, resolving problems, and identifying areas for improvement.
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Under the NDISC, the requirements for NDIS providers are to be nationally consistent, proportionate to the
size and scale of organisations and breaches, and responsive to an expanding market.
Requirements include:
 a national provider registration system
 NDIS Practice Standards
 NDIS Code of Conduct
 a national worker screening system
 a complaints management and resolution system
 incident management requirements, including reportable incidents
 providing opportunities for workers to complete the Worker Orientation Module
 behaviour support requirements, to reduce and eliminate restrictive practices. The NDIS
Commission is now operating in all states and territories.
The NDIS Act 2013 and other relevant Legislation, rules and policies
In March 2013, the NDIS Act 2013 and the National Disability Insurance Scheme was created after
National Disability Insurance Scheme Legislation was passed.
The National Disability Insurance Agency (the NDIA) was then established to manage the scheme’s
implementation. The NDIA can be found located in regional offices around Australia and are the only
authority who can approve funding in participant’s plans. The NDIS Rules provide further necessary details
for working within the NDIS.
It is recommended that P & L Support Coordinators become familiar with the following:
National Disability Insurance Scheme (Code of Conduct) Rules 2018

National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018
National Disability Insurance Scheme (Restrictive Practices and Behaviour Support) Rules 2018
National Disability Insurance Scheme (Specialist Disability Accommodation Conditions) Rules 2018
National Disability Insurance Scheme NDIS (Quality and Safeguards Commission and Other Measures)
Transitional Rules 2018
National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018
National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018
National Disability Insurance Scheme (Provider Definition) Rule 2018
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National Disability Insurance Scheme (Protection and Disclosure of Information - Commissioner)

Rules 2018
National Disability Insurance Scheme (Practice Standards – Worker Screening) Rules 2018
NDIS Supports
The NDIA sets price limits for some supports to ensure they provide value for money for participants. The
NDIS Price Guide describes the scheme’s funded supports broken down by purpose. There are 3 purpose
areas – Core, Capital and Capacity Building. Each purpose area is further broken down into Outcome
Domains which then link to Support Categories.
Each Support Category is further broken down into Support Items. Providers claim up to the price limit set
against the support item. Support items are grouped into 36 Registration Groups.
NDIS funding is expected to meet broad outcomes (outlined in the table above), as relevant to the funding
and individual. Given these broad outcomes, the role of the NDIA planner is to encourage people with
disability to identify their individual goals in order to then develop their NDIS plan. The NDIS expects that
through the supports it offers and funds, there will be improved outcomes for NDIS Participants.
The NDIS Pricing Arrangements and Limits Guide
The NDIS Pricing Arrangements and Limits Guide provides information for providers and participants
regarding how the NDIS will fund supports (e.g. price limits), the expectations associated with the delivery of
NDIS supports and the rules for flexibility of funds. Additional pricing rules are also included such as:
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 provider travel
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 participant transport
 cancellation fees
 establishment fees
 buddy shifts etc.
The NDIS Price Guide sets out the price limits and associated pricing arrangements. The guide is designed to
assist participants and disability support providers, both current and prospective, to understand the way that
price controls for supports and services work in the NDIS. The price limits set out are the maximum prices that
Registered Providers can charge NDIS participants for specific supports. There is no requirement for
providers to charge at the maximum price for a given support or service. Participants and providers are free to
negotiate lower prices. P & L’s charges maximum price limits as they are applicable.
The price limits and other arrangements outlined in the price guide must be followed when supports are
delivered to NDIS participants for a support that is either agency-managed or plan-managed. A provider of
supports to a participant with an agency-managed plan (or of a support that is agency managed) must:
 be a Registered Provider with the NDIS;
 declare relevant prices to participants before delivering a service, including any notice periods or
cancellation terms; and
 adhere to the arrangements prescribed in the Price Guide, including ensuring that their prices do not
exceed the price limits.
Registered providers must not add any other charge to the cost of the supports they provide to any
participant, such as credit card surcharges, or any additional fees including any ‘gap’ fees, late payment fees
or cancellation fees, unless otherwise permitted by the Price Guide.
Self-managed participants can use registered or unregistered providers and are not subject to the pricing
arrangements in the Price Guide
Support Coordinator’s need to become especially familiar with the current Price Guide and Support
Catalogues. Additionally, they need to ensure they are aware of any changes to these primary sources of
information when they occur, to have the most current information to share with clients.
Types of Price Regulation
Supports can be subject to price regulation in different ways:
 Price controlled supports should only be claimed by a provider from a participant’s plan when they are
reasonable and necessary to meet a participant’s needs and are subject to the conditions set out in the
Price Guide.
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 Quotable supports should only be claimed by a provider from a participant’s plan if the support is
specifically included in the participant’s plan. They are also subject to the conditions set out in the Price
Guide.
 Some supports are not subject to price control. These supports should only be claimed by a provider from
a participant’s plan when they are reasonable and necessary to meet a participant’s needs. They are
subject to the other conditions set out in the Price Guide
The Price Guide should be read in conjunction with the associated Support Catalogue.
The Support Catalogue
The Support Catalogue provides a comprehensive list of all supports funded by the NDIS and includes:
 item descriptors to assist providers to claim payments using a ’best-fit‘ approach, and to assist
participants in engaging and negotiating with service providers
 the price limits of those support items that are subject to price limits
Generally, support items subject to price controls have a single national price limit. However, some
have two price limits – see below for how they are grouped:
Price Limit Group 1 Price Limit Group 2
 New South Wales  South Australia
 Victoria  Western Australia
 Queensland  Tasmania
 Australian Capital Territory  Norther Territory
The Support Catalogue outlines where these differences apply.
Support Items
Each support category includes specific supports and services that are recognised in the NDIS payment
system. These are referred to as ‘support items’ and are, in most cases, not prescribed in participant plans.
Each support item has a unique reference number. For example:
01_013_0107_1_1 - Assistance with Self-Care Activities - Standard - Saturday
Support Sequence Registration Outcome Support

Category Number Group Domain Purpose
01 013 0107 1 1
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Support Coordinators must have the most current NDIS Price Guide and Support Catalogue at hand as their
guide in determining what each reference number refers to.
Support Purpose and Flexibility
Plans are deliberately written to offer maximum flexibility and can be reviewed, particularly if circumstances
change. NDIS Plan budgets are allocated to three separate support purposes. The below table summarizes
the types of NDIS Supports and the flexibility of funding by Support purpose:
Support Purpose Example Supports Flexibility of Funds
Core Personal care, community Flexible across all the areas

activities, consumables and where funding is allocated.
transport *Transport funding is not
always flexible.
Capital Equipment, technology, Not flexible and generally

modifications requires a quote
Capacity Building Skills building, training, Generally flexible within

employment, support each subcategory
coordination, therapies
For more detailed information on how these NDIS Plan budgets can be used, visit the NDIS Website.
N.B. NDIS funds are not flexible if the support item is “stated” in the NDIS plan. Stated supports can only be
used to purchase supports specifically identified in the plan. Supports can be made Stated if the NDIA
identifies it is essential in ensuring that a participant achieves a specific outcome, for example, where an item
of equipment or an assessment may be vital to the achievement of the participant’s goals.
NDIS Participant Plans
A participant will receive funding in their NDIS plan across the relevant support categories depending on the
goals they have identified during their NDIS planning meeting and the NDIS Reasonable and Necessary
funding criteria. A participant may choose to have their funds managed by a Plan Manager, by the National
Disability Insurance Agency (NDIA) or they may request to self-manage these funds. A participant may also
choose to use a mixture of these fund management options. Plan Funding - Management options are
summarised below:
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Management How will Supports be Type of provider the participant can

Option Paid engage and their price limit
Agency (NDIA) Providers will submit a Registered provider only, with price limit set by
Managed payment request via the NDIS Price Guide
myplace provider portal
Self - Managed Providers will invoice the Registered provider with price limits set by the
participant directly for NDIS Price Guide and/or unregistered
supports delivered providers with no price restrictions
Plan - Managed Providers prepare an invoice A participant who is plan-managed can

to be sent to the Plan purchase supports from both registered and
Manager. The Plan Manager unregistered providers. Because plan-
claims from the NDIA and managers are registered providers they can
then pays the provider only claim up to price limits set by the NDIS
Price Guide.
An NDIS plan may also include every day or mainstream supports that will assist the person to reach their
goals so that, in the future, they may not require funding from the NDIS. These types of supports may include
friends, social groups or clubs, and mainstream supports such as Centrelink etc. An NDIS plan will generally
run for 12 months (but can be up to 2 years) and will list various supports the person is funded for under the
Scheme.
Informal,
Individual Goals Mainstream and NDIS Funded
and Community Supports
Aspirations Supports
(provided by other (reasonable and
systems and the necessary)
community)
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The three levels of Support Coordination fall within two registration groups:
 Support Coordination – Specialised Support Coordination

 Assist-Life Stage, Transition – Support Connection and Coordination of Supports
P & L is registered under NDIS for Assist-Life Stage, Transition – Support Connection and Support
Coordination and provides delivery of Support Coordination across all states and territories of Australia.
Qualifications and experience required
P and L has two nationally endorsed Position Descriptions for those undertaking this work, Support
Coordinator and Specialist Support Coordinator.
Support Coordinators should be employed as per the required skills, experience, and responsibilities
described within the Position Descriptions to ensure consistent delivery of Support Coordination. P and L
must also demonstrate to the NDIA that NDIS clients are safeguarded and Support Coordination services
are provided separately from any other P and L NDIS funded supports.
Type of Support Qualifications Required Experience

Coordination Required
Level 1 – Support Disability Support Worker level At least 2 years of

Connection qualifications or equivalent including: experience
Level 2 – Coordination of  Diploma in Disability

Supports  Certificate III or IV in Disability
 Certificate III or IV in Mental

Health
Level 3 – Specialist Allied Health Qualifications e.g.: Demonstrated

Support Coordination Experience
 Social Work
 Psychology
 Occupational Therapist
 Mental Health Nurse
Support Coordination provided by P & L
Support Coordinators are expected to assist P & L clients with the below tasks, however, what Support
Coordinators do with clients will be determined by how much Support Coordination funding the person has in
their NDIS plan and what they want to achieve with this funding:
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What is in scope for Support Coordination
 Coordinating a range of both funded and mainstream supports
 Building Informal Supports
 Helping clients to understand their NDIS plan
 Identifying and connecting clients to service providers
 Liaising with providers, explaining the client’s unique goals, needs and preferences
 Helping clients understand Service Agreements
 Complete and check Service Bookings are correct
 Resolving points of crisis
 Connect clients to advocacy services if required
 Work to build the client’s capacity regarding the above
 Monitor and manager conflicts of interest
 Support the client’s informal supports to be involved in connecting to services
 Monitor and use budgets flexibly
 Submitting reports to the NDIA to prepare for clients plan reviews
 Report on how receiving funded Support Coordination has built the client’s capacity, however
incrementally, and provide justification of support delivered and/or support required going forward
Best Practice for Support Coordinators would also include:
 Actively design practice with clients
 Build client capacity with tools and resources clients can keep
 Link to informal, mainstream and community supports
 Understand the NDIS inside out, and effectively support participants to do the same
 Engage clients and promote choice and control
 Build confidence in the participant and their support network
 Remain independent by providing clear and transparent information
What is out of scope for Support Coordination
 A Transport service - support should focus on finding alternative means of transport such as public
transport, taxi, Uber etc. Clients may have separate Transport funding in their NDIS plan.
 Choosing Services on behalf of the client
 Signing Service Agreements on behalf of the client
 Collecting or paying invoices on behalf of the client
 Managing the client’s paperwork associated with their support

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Client Expectations of Support Coordination
 Generally, clients can expect that P & L Support Coordination will:
- be delivered with dignity, respect, honesty and courtesy
- offer as many opportunities as possible for full client participation and decision
making
- develop and maintain appropriate interpersonal behaviours and communication skills
- give accurate, consistent, timely and clear information about a range of providers,
formal, informal and mainstream supports
- ensure the support provided maximises opportunities for as much community based
and social participation for each client as possible
- link the client to universal services
- retain positive relationships with family and friends
- maintain the privacy and confidentiality of personal information
- respect diversity of culture, religion, values and sexual orientation
- be delivered by appropriately experienced and qualified staff
Delivery of Support Coordination
In delivering Support Coordination, P & L Support Coordinators will rely heavily on a variety of support tools and
resources to ensure services are tailored and delivered to the needs of each client.
Support Coordinators can access information and Practice Tools specific to their role by accessing the Support
Coordination page within the P & L’s Disability Pathway Signature Process.
An initial meeting will need to occur to develop an understanding of the client’s needs. If the meeting is to occur
at the client’s residence, the Support Coordination - Client Home Visit - Risk Assessment should be completed.
Understanding Service Agreements
Service Agreements provide participants and registered providers with a written agreement about the expected
outcomes, the nature, quality and price of supports to be provided along with any agreed terms and conditions.
Making a Service Agreement is a negotiation between the participant and the provider. Participants might
involve a nominated person e.g., formally delegated Plan Nominee (such as a participant’s family member or
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friend).
A Service Agreement needs to be provided to the participant in their preferred form of communication, and
copies of the Agreement provided to the client’s Authorised Decision Maker (where they have one).
Irrespective of the Provider, Service Agreements must comply with Australian Consumer Law. In this context,
the Service Agreement is a contract and applies in the same way a contract for the delivery of any commercial
service does. A Service Agreement should provide the client with information (where relevant) about:
 an agreed-upon quote for the requested supports

 a request for consent to make a service booking against the client’s funds
 a set of terms and conditions relating to the delivery of supports for both provider and participant.
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Latest Version Date: 10 June 2024

Review Date: 10 September 2024

Specialist Support Coordination Practice Guidance

 Respond to a Request for Service from the NDIA,

 Initiate and deliver Support Coordination though P & L to individuals

What is Support Coordination?

Level 1 – Support Connection

Level 2 – Coordination of Supports and

Level 3 – Specialist Support Coordination

P & L’s Product Name NDIS Support Item Name

Support Coordination - Connection Support Coordination

Support Coordination - Coordination Coordination of Supports

Support Coordination - Specialist Specialist Support Coordination

Level 1 – Support Connection

 Understanding the Plan;

 Connection with Supports and Services;

 Coaching, Refining, Reflection; and

 Reporting to the NDIA.

Level 2 - Coordination of Supports

Coordination of Supports includes, but is not limited to:

 Understanding the Plan;

 Connection with Supports and Services;

 Designing Support Approaches;

 Coaching, Refining, Reflection;

 Targeted Support Coordination;

 Crisis: Planning, Prevention, Mitigation and Action;

 Building Capacity and Resilience; and

 Reporting to the NDIA.

Level 3 - Specialist Support Coordination

Specialist Support Coordination includes, but is not limited to:

 Understanding the Plan;

 Connection with Supports and Services;

 Designing Support Approaches;

 Coaching, Refining, Reflection;

 Targeted Support Coordination;

 Crisis: Planning, Prevention, Mitigation and Action;

 Addressing Complex Barriers;

 Designing a Complex Service Plan;

 Building Capacity and Resilience; and

 Reporting to the NDIA.

Context and History

Entering and understanding the Scheme

Access to the NDIS is determined by three separate and distinct requirements:

 Residency - participants must live in Australia and be an Australian citizen.

The National Disability Insurance Agency (NDIA)

 Developing and enhancing the disability sector.

 Building community awareness of disabilities and the social contributors to disabilities.

The NDIS Quality and Safeguards Commission (NDISC)

 a national provider registration system

 NDIS Practice Standards

 NDIS Code of Conduct

 a national worker screening system

 a complaints management and resolution system

 incident management requirements, including reportable incidents

 providing opportunities for workers to complete the Worker Orientation Module

National Disability Insurance Scheme (Code of Conduct) Rules 2018

National Disability Insurance Scheme (Provider Definition) Rule 2018

National Disability Insurance Scheme (Protection and Disclosure of Information - Commissioner)

The NDIS Pricing Arrangements and Limits Guide

 buddy shifts etc.