In the ever-complex world of the NDIS, Support Coordinators emerge to empower participants to navigate the scheme, exercise choice and control and achieve their goals.
This month, we wanted to highlight the thoughts from across our Support Coordination team about what they think makes a Support Coordinator great, and how they are positioned to help you live your life, your way.
We spoke to some of our esteemed Support Coordinators and asked their thoughts on what the role is, what it means to them, and how it can create a huge impact on people’s lives through tailored support. Here’s what they had to say:
What led you to work in Support Coordination?
Cassandra: I originally started working in the disability sector as a Support Worker in a group home. After almost three years, I felt motivated to take the next step to expand my knowledge and understanding of the NDIS.
After speaking to my manager at the time, Support Coordination seemed like the perfect role to go behind the scenes and understand the ‘why’: Why participants get the plans and funding that they do and what could be done if they weren’t receiving the support they needed to live full lives.
I saw this everyday while working in a front-facing role in the home. I wanted to be a part of the journey in helping people to reach better outcomes for themselves and their support networks. I also wanted to expand my connections in the disability industry and with Support Coordinators being the link between participants and so many services, it felt like the right place to build these relationships.
Chala: My older brother, who lives with disability, was the biggest influence in shaping my career path. Supporting him as I grew up gave me firsthand insight into the challenges and rewards that come with navigating the disability sector. It felt very natural for me to start out in support work and later move into Support Coordination. Being able to draw on my lived experience to help others achieve greater independence and quality of life is incredibly meaningful to me. I love knowing that, in some way, I can make a positive difference for others the same way I was able to for my brother.
What’s the most valuable experience you’ve had supporting a participant?
Cassandra: One of the most valuable experiences I have had as a Support Coordinator has been transitioning people to their forever homes, including out of aged care into Supported Independent Living settings (SIL).
Participants being able to help people find their forever homes and come out of their shells, form new relationships, and access the community after years of being indoors and build their capacity is very rewarding.
These processes require a big team of people working cohesively to get the desired outcome and watching it all come together and see each participant happy and thriving is a valuable part of the role and, for me, is why we do what we do.
Chala: One of the most valuable experiences I’ve had was supporting an elderly participant living in a nursing home who has advanced multiple sclerosis. Her condition severely limits her ability to speak, move, and maintain autonomy. During a period of neglect within the facility, she relied on me to intervene with staff and management to ensure her safety and wellbeing. After extensive efforts, I was able to bring together all relevant stakeholders and have emergency supports implemented to treat critical pressure wounds that had developed. It was also important to connect her with an independent advocate who could help ensure her voice was heard and her rights upheld. Since then, she has had consistent monitoring and appropriate supports in place to prevent further incidents. Being able to recognise the signs of neglect, act, and see her quality of life improve was an incredibly meaningful and valuable experience for me as a Support Coordinator.
What’s one thing that most people don’t know about Support Coordination?
Cassandra: Support Coordination pulls you in so many directions at once. You wear multiple different hats: being an administrator, report writer, advocator, budgeter, collaborator, problem-solver, counsellor; you name it, we have probably come across it in the role!
Chala: One thing most people don’t realise about Support Coordination is that no two days are ever the same. The role can be highly unpredictable because people’s lives and needs can change overnight. A participant might have completely stable supports one day, and then suddenly require urgent intervention the next. It can be challenging at times, but that unpredictability also makes the work rewarding, there’s no strict routine, and every day brings a new opportunity to make a difference.
What does it take to be a quality Support Coordinator?
Cassandra: One of the most important parts of being a quality Support Coordinator is your ability to connect with people and form relationships. Participants want to feel trust and transparency in the person who is implementing their supports.
Ensuring you are open-minded, empathetic and motivated are vital qualities of being a Support Coordinator. Other important qualities include great organisational skills, strong report writing, being efficient and being kind to others; you are working as a team towards a shared goal.
Chala: When you first step into Support Coordination, it can feel overwhelming to understand how your work truly makes an impact. Over time, you build the skills and confidence needed by responding to a wide range of complex situations. I’ve learned that being a quality Support Coordinator comes down to a few key things; patience, empathy, and always following through on what you say. These qualities build trust and ensure participants feel genuinely supported and understood
Why do you think Support Coordination has had such a strong recognition among our staff as a specialist service?
Cassandra: Support Coordination can be such a tough role at times, but it is rewarding to know that others appreciate the work that goes in. Sometimes you may not get credit on a consistent basis, and it can take a long time to achieve bigger outcomes, so feeling as though our colleagues and peers recognise the amount of work that goes in day in and day out is fantastic.
Chala: Our roles have become increasingly recognised for the real impact they have on people’s lives. Every day, we’re responding to unpredictable and often complex situations, sometimes advocating through crises, sometimes rebuilding systems of support from the ground up. It takes empathy, persistence, and the ability to act quickly when someone’s supports are at risk. I think that kind of dedication, the willingness to step in, problem-solve, and genuinely care, is what’s being recognised across the board this year. Support Coordinators are the link between participants, providers, and outcomes, and it’s great to see that being celebrated.
To you, what does a Standout Support Coordinator look like? How does their work translate to providing great services and supporting our people?
Chala: To me, a Standout Support Coordinator is someone who leads with empathy, consistency, and genuine care. Support Coordinator’s don’t just connect people with services; they build trust and create stability during times of uncertainty. Their work translates into great outcomes by following through on what they say, advocating when others might hesitate, and adapting quickly when circumstances change, they help participants live with dignity, confidence, and choice.
More about Support CoordinationÂ
Interested in making informed choices about how to use your NDIS funding? Explore our Support Coordination services via the link below. Â
