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9 Must-Have Qualities Support Coordinators Look for in NDIS Providers
Discover the 9 qualities Support Coordinators value in NDIS providers—and how to tick all the right boxes.
Kate Smith
Added, 12 Jan 2022
As an NDIS service provider, you’ve probably wondered—what exactly are Support Coordinators looking for when they choose providers for their participants? The truth is, Support Coordinators have one clear mission: to connect participants with trusted, high-quality services that empower them to achieve their goals.
Whether you’re a large, well-established NDIS provider or a small boutique operation, Support Coordinators are always on the lookout for providers who stand out for the right reasons. It’s not about the size of your organisation; it’s about the impact you create and the experience you offer.
So, what makes a provider shine? Let’s dive into the 9 key qualities Support Coordinators truly value—and how you can tick all the right boxes.
No one likes being left in the dark—especially Support Coordinators who are navigating complex participant needs. They want service providers who are easy to reach, responsive, and transparent in their dealings.
The biggest red flag? Going silent when things go wrong. Mistakes happen—that’s life! But when a provider owns up, communicates openly, and offers solutions, it builds trust and strengthens relationships. Providers who prioritise transparency leave a lasting impression and earn referrals time and time again.
Key takeaway: Always be upfront, keep communication flowing, and make sure you’re always available.
Participants are at the heart of everything Support Coordinators do, and they expect the same from providers. Your services should be tailored to a participant’s unique goals—whether it’s increasing independence, developing new skills, or building social connections.
Too often, participants find themselves with providers who don’t align with their aspirations. Support Coordinators won’t hesitate to explore other options if they sense progress is stagnating.
Ask yourself: Are you actively working towards the participant’s goals? If not, it might be time to reassess your approach and make it more results driven.
Participants deserve to be at the centre of every decision about their care—after all, it’s their life! Whether or not they have a guardian, nominee, or a dedicated support network, their voice should always come first.
Support Coordinators are immediately put off by providers who make decisions for participants instead of with them. The best providers empower participants, ensuring their input is valued every step of the way.
Bottom line: If you’re not involving the participant, you’re falling at the first hurdle. It's time to start properly acknowledging their input.
Support Coordinators need providers who are organised and efficient when it comes to compliance. They’re looking for providers who can promptly deliver service agreements, pricing breakdowns, consent forms, and support schedules.
Having strong compliance processes isn’t just about ticking boxes—it’s about showing that your organisation values professionalism, structure, and accountability.
Pro tip: Make compliance a seamless part of your workflow, and you’ll be a provider Support Coordinators can rely on.
It’s easy to send an email—but nothing beats a face-to-face connection. Support Coordinators build the strongest relationships with providers who take the time to meet in person or virtually. A friendly chat over coffee, a site visit, or even a quick video call can make all the difference in building trust.
And it’s not just about relationships with Support Coordinators—personal introductions with participants can significantly boost confidence and comfort when choosing a provider.
Action step: Always make the effort to add a personal touch whenever you can.
Haven’t worked with a particular Support Coordinator before? No problem—your reputation will speak for you. Support Coordinators rely on testimonials and online reviews to get a sense of your track record.
Google reviews and participant feedback provide valuable insights into the quality of your services. Even a few positive comments can make a significant impact and reassure Coordinators that they’re making the right choice.
Tip: Encourage satisfied participants and their families to leave reviews and share their experiences.
Support Coordinators are drawn to providers who go the extra mile to tailor services to each participant’s needs. A one-size-fits-all approach simply doesn’t cut it in the NDIS world.
Taking the time to conduct thorough needs assessments and regularly reviewing care plans ensures services remain relevant and meaningful. Providers who show this level of care often enjoy higher retention rates and stronger relationships with participants.
Remember: Support Coordinators are all about enabling participants to live life on their terms, so you should always strive to offer a personalised service.
There’s nothing better than receiving a proactive update from a provider! Support Coordinators love working with organisations that are proactive in providing progress reports, tracking goals, and celebrating achievements.
As the NDIS moves towards an outcome-based payment model, consistent updates will become even more important from a compliance standpoint. Providers who prioritise communication and transparency will stand out.
Action tip: Implement a regular reporting system to keep Support Coordinators in the loop.
Support Coordinators juggle a lot of responsibilities, so the easier it is to refer to your services, the better. A streamlined, user-friendly referral process with clear steps and minimal red tape makes you a go-to choice.
Having a dedicated point of contact and clear information available on your website can make the referral process seamless.
Solution: Make it easy for Support Coordinators to connect with you and get started.
At the end of the day, Support Coordinators are looking for providers who are reliable, participant-focused, and committed to quality service delivery. When you prioritise communication, goal-driven care, and a personal approach, you’ll build strong relationships that benefit everyone involved.
By focusing on these key qualities, you’re not just growing your business—you’re offering participants a life-changing service, and that’s what truly matters.
At United Foundation, we’re dedicated to helping participants navigate the NDIS with confidence. Our experienced team provides tailored support to help people achieve their goals and live more fulfilling lives.
Let us guide you through your NDIS journey with compassion, dedication and expertise. Get in touch today to discover how we can help:
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