What Does a Support Coordinator Do?

Understanding the role (and whether you need one)

Not sure what a Support Coordinator actually does? You're not alone!

If you’ve just received your NDIS plan, or you’re helping a loved one navigate theirs, you might be wondering: Do I need a support coordinator? And what do they actually do?

This guide will walk you through the role of a support coordinator, how they can help you make the most of your NDIS plan, and what it’s like to work with someone from Community First Step as part of our support coordination services in Sydney.

The role of a Support Coordinator, explained simply

A support coordinator is someone who works with you, not for the NDIS. Their job is to help you understand your plan, find the right supports, and build the skills to manage your services over time.

Here are just some of the things that a support coordinator can help you do:

• They help you understand your NDIS funding and what you're entitled to

• They connect you to service providers that match your needs and preferences

• They organise referrals, service bookings, and sometimes even troubleshoot with providers

• They make sure your services work well together (so you’re not repeating yourself or chasing people)

• Over time, they support you to be more independent and confident in managing your plan

• They help you understand your NDIS funding and what you're entitled to, ensuring you maximise your plan to achieve your goals. This includes breaking down the complexities of your NDIS plan, explaining the different funding categories (Core, Capacity Building, and Capital), and clarifying how your allocated budget can be used for various supports and services. They can also help you interpret the NDIS Price Guide and understand the rules around claiming for services.

• They connect you to service providers that match your needs and preferences, facilitating access to quality support. This involves researching and identifying NDIS-registered providers who offer the specific services you require, whether it's therapy, personal care, community participation, or assistive technology. They consider your individual circumstances, cultural background, location, and desired outcomes when recommending providers, ensuring a good fit.

• They organise referrals, service bookings, and sometimes even troubleshoot with providers, streamlining your access to services. This includes coordinating appointments, managing service agreements, and ensuring all necessary paperwork is completed accurately. If issues arise with a provider, such as communication problems or unmet expectations, they act as a liaison to resolve these concerns on your behalf.

• They make sure your services work well together (so you’re not repeating yourself or chasing people), ensuring a cohesive and efficient support system. This involves coordinating with multiple providers to ensure a seamless delivery of services, preventing overlaps or gaps in support. They facilitate communication between providers and ensure everyone is working towards your NDIS goals, reducing the administrative burden on you.

• Over time, they support you to be more independent and confident in managing your plan, empowering you to take control of your NDIS journey. This can involve building your capacity to understand your plan, navigate the NDIS system, and make informed decisions about your supports. They provide guidance on self-management, help you develop advocacy skills, and prepare you for future plan reviews, fostering long-term independence.

What level of support coordination do I need?

• Support connection: Designed for individuals who require short-term assistance to understand and effectively use their NDIS plan. This level helps you identify and connect with appropriate service providers, ensuring you can access the supports outlined in your plan. It’s ideal for getting started and understanding the basics of your NDIS journey. For more information, refer to the NDIS website on Understanding Your Plan.

• Support coordination: Offers ongoing assistance to help you coordinate your NDIS services and build essential skills. A support coordinator at this level works with you to implement your plan, connect with a range of providers, and navigate the NDIS system. They also help you develop your capacity to make your own choices and manage your supports independently over time. Further details can be found on the NDIS website regarding Managing Your Plan.

• Specialist support coordination: This level of support coordination is for individuals with more complex needs or those facing crisis situations. Specialist Support Coordinators have a higher level of expertise and are equipped to address significant barriers to accessing and coordinating supports. They work to reduce complexities in your life, help you access specialist services, and build your capacity to overcome challenges. You can learn more about this on the NDIS website under Specialist Support Coordination.

Do I need a Support Coordinator?

Here are some scenarios when you might need a support coordinator to make it easier for you to navigate new territory

• You’ve just received your first NDIS plan and feel unsure where to start

• You’re overwhelmed trying to find and contact service providers

• You have multiple supports and want someone to help manage the logistics

• You don’t feel confident advocating for yourself or understanding the NDIS system

• You want someone who speaks your language or understands your cultural background

Did you know that Community First Step can help check if you’re eligible and help you request support coordination in future plan reviews? We also provide a broad range of disability services. Learn more by getting in touch with us today!

GET IN TOUCH

What it's like to work with a Support Coordinator from Community First Step

• Culturally inclusive and multilingual team: We’re proud of the diversity of our staff, because it reflects the community we serve. Our support coordinators speak a range of languages and understand different cultural perspectives, beliefs, and expectations. That means you don’t have to explain yourself or feel misunderstood. Whether you speak Vietnamese, Arabic, Spanish, or another language, we make sure you feel heard, respected, and included.

• Deep local knowledge of Greater Western Sydney: As a long-standing not-for-profit in the Fairfield area, we know the local services, community groups, health providers, and disability supports inside out. This means we can connect you with trusted providers who are nearby, culturally appropriate, and aligned with your goals. You don’t have to search the whole internet or chase referrals we do the groundwork for you.

• You’re always in control: We help you explore your options, ask the right questions, and make decisions that feel right for you. Whether you're working toward independence, finding the right therapy, or just want to feel more in control of your supports, our coordinators are there to empower you.

• We help you make sense of the NDIS: If the NDIS feels confusing or overwhelming, you’re not alone. Our support coordinators are experienced in explaining how funding works, what each budget category means, and how to get the most out of your plan. We help you break things down, map out next steps, and feel more confident using the system especially if you’re new to it.

What to Do If You’re Thinking About Getting a Support Coordinator

• Contact Community First Step for a friendly chat: https://www.cfs.asn.au/getintouch 

• Ask your LAC (Local Area Coordinator) about funding

• Mention it in your next plan review

• You don’t have to decide everything now. Just reach out and ask questions!

Common questions about Support Coordination

Do I need to pay for a support coordinator?

No, you don’t need to pay out of pocket. Support coordination is covered by the NDIS if it’s included in your plan under "Capacity Building Supports."

At Community First Step, we can check if you have this funding in your current plan or help you request it during your next plan reassessment. If you’re unsure, just get in touch with us. We’re happy to help you understand what’s possible and what to ask for.

Can I choose who I work with?

Yes, you have full choice and control over who you work with. You can choose the organisation and may even request a specific support coordinator who suits your needs.

At Community First Step, we do our best to match you with someone who understands your goals, communication style, and cultural background. If something isn’t working, you can always talk to us.

What if I don’t speak English well?

That’s completely okay. Our team at Community First Step is multilingual and culturally inclusive. We have support coordinators who speak a range of languages commonly used in South West Sydney, including Vietnamese, Arabic, Spanish, Hindi and more.

Can a family member be my support coordinator?

The NDIS generally prefers that support coordinators are independent professionals, to make sure your supports are managed fairly and without any conflicts of interest.

While family members can play a key role in your care and support decisions, a professional support coordinator brings expertise, advocacy, and an outside perspective. We also welcome your family or carers to be involved in planning and decision-making if you choose.

What’s the difference between a support coordinator and a plan manager?

A support coordinator helps you understand and implement your NDIS plan. They connect you with service providers, help you build confidence, and support your long-term goals.

A plan manager handles the financial side, like paying invoices and tracking your budget. They make sure your providers get paid on time and help you manage your funding efficiently.