Frequently Asked Questions

Q. What is Support Coordination?

A. Support Coordination is an NDIS funded service that's designed to help NDIS Participants (and, if required, their family or representatives/advocates) to coordinate the supports in their NDIS Plan, and to understand how to get the best out of their NDIS funding. Support coordination is a capacity building support which helps to connect you with NDIS providers, community, mainstream and other government services.

Q. What does a Support Coordinator do?

A. A Support Coordinator has an in-depth knowledge of the NDIS. They can help NDIS Participants to:

• Determine their individual needs and development goals.

• Navigate the NDIS marketplace (including mainstream, community, informal and provider options) to find supports that are best suited to meeting their needs and goals.

• Communicate with support providers, to maximize the hours of support, and complete service agreements and bookings.

• Build capacity and exercise choice and control, for example by mentoring and teaching e.g. how to use the NDIS portal, monitor budgets and find providers.

• Monitor and record a Participant's progress towards achieving their goals.

• Prepare for a NDIS Plan Review and provide support during and after.

Q. What is the difference between a Support Coordinator and a Plan Manager?

A. A Support Coordinator's role is to help NDIS Participants to understand their NDIS Plan, identify their needs and goals, monitor their progress and connect with the people and support that will enable them to live with choice and control.

A Plan Manager is responsible for the financial/administrative side of a participant's NDIS Plan. For example, the Plan Manager is responsible for organising payments, processing claims and invoices and tracking budgets. If you require plan management services, your Support Coordinator can help you to arrange this.

Q. How can a Support Coordinator help with an NDIS Plan Review meeting?

A. A Support Coordinator can help Participants and their representatives before, during and after an NDIS Plan Review meeting.

Before:

• By producing a Plan Review Report to outline the services that have been arranged to meet the NDIS Participant's goals. This report includes all assessment reports (to demonstrate the progress towards achieving goals while using a service, during the Plan period) and includes recommendations for future services.

• By researching specialized services and equipment, as required.

During:

• By supporting Participants and their family or representatives on the day of the Plan Review meeting and helping them to navigate the process.

After:

• By acting as a point of contact for National Disability Insurance Agency (NDIA) personnel - to provide them with the clarification and additional information required to achieve a high-quality NDIS Plan for the Participant.

 

 

Q. Who is eligible to receive funded Support Coordination services?

A. NDIS Participants who are eligible will have Support Coordination listed under 'Capacity Building' in their NDIS Plan. Eligibility for Support Coordination is determined during an NDIS Plan Review meeting.

 

Q. Can an NDIS Provider supply both Support Coordination and other NDIS supports?

A. Yes. NDIS Providers should have strategies in place to prevent any conflict of interest.

 

Q. Does having Support Coordination reduce the funding available for other supports in my Plan?

A. No. Support Coordination is included in a participant's NDIS Plan in addition to other supports.

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Q. What is a service agreement?
A. A properly completed Service Agreement in the NDIS context is a legal consumer contract between an NDIS provider and Participant which details what supports will be delivered and how they will be delivered. While not compulsory, it is highly recommended that an organisation develop an individual Service Agreement with each Participant for full transparency and understanding of the services and charges that will be provided.

Q How do I report a complaint about the quality or safety of a services or charge to my plan?
A. You can make a complaint directly to the NDIS Quality and Safeguards Commission (NDIS Commission), they are a independent Commonwealth agency established to improve the quality and safety of NDIS supports and services.

The NDIS Commission can take complaints from anyone about any NDIS services or supports that were not provided in a safe and respectful way or that were not delivered to an appropriate standard. If you are not satisfied how an NDIS provider has managed a complaint about services or supports provided to an NDIS Participant.

You can make a complaint to the NDIS Commission by phoning 1800 035 544 (free call from landlines) or TTY 133 677, or by completing a complaint contact form. Interpreters can be arranged via the National Relay Service and asking for 1800 035 544.

Q. How to get started with a Support Coordinator or accessing supports?
A. Contact us here at Support Solutions Gippsland via our contact or home page on our website, via the email below or give us a call on (03) 5136 8319 and we can help you get started and answer any other questions you may have.