When people on the NDIS are looking to engage with a Support Coordination provider, it’s important to consider both practical and relational aspects. A good support coordination service not only helps participants navigate the NDIS but also empowers them to exercise choice and control in their lives. Here are some key considerations and signs of a quality provider when you first make an enquiry. At the end, we also provide further considerations as you commence engagement.

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1. Timely Response

• How quickly do they respond to your initial enquiry?
• Do they make it easy to get in touch (phone, email, website contact form)?
• Are they flexible in how they communicate based on your preferences?

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Good signs: Same-day response, clear contact options, friendly reception.

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2. Respectful & Participant-Centred Approach

• Do they speak with you, not at you?
• Are they genuinely interested in your goals, needs, and preferences?
• Do they ask about how you want to be supported, rather than assuming?

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Good signs: They listen first, ask open questions, and respect your choices.

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3. Clear Explanation of the Role

• Do they explain what a Support Coordinator actually does?
• Are you informed about what is (and isn’t) included in the service?
• Are they transparent about how your NDIS funds will be used?

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‍Good signs: They outline how coordination works, including hours and billing.

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4. Discussion About Your NDIS Plan

• Do they ask to review your plan with you?
• Do they help identify how coordination fits with your goals and funding  categories?

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Good signs: They understand your plan and tailor their approach accordingly.

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5. Intake Process

• Do they offer a phone call with Support Coordinators to see whether you connect, or provide team member profiles for you to review & consider?
• Are they clear about next steps, including paperwork?
• Do they go through the service agreement with you, explaining your rights and what you’re agreeing to?
• Are they okay with you taking time to think about it or ask questions?

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Good signs: No pressure, plain language, and a willingness to explain the fine print.

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6. First steps of engagement

• Do they discuss completing a needs assessment with you to understand what support you specifically require, and who you are as an individual?

• Do they work with you to complete a care or support plan that identifies actions to be taken and outcomes to be achieved?

• Do they map out your available funding for Support Coordination and explain their intention over the course of your NDIS plan dates?

Good signs: Effective processes, genuine interest, goal oriented and fundamentally transparent.

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7. Capacity Building Focus from the Start

• Do they talk about working with you rather than doing things for you?
• Are they already planting the seeds for helping you build your own confidence and independence?

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Good signs: They’re talking about long-term empowerment, not just short-term fixes.

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As you continue to work with your Support Coordinator:

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Signs of a Good Support Coordination Service

• Listens First: Takes time to understand you before recommending services.
• Goal-Oriented: Keeps your NDIS goals at the centre of planning and service connections.
• Responsive: Quick to follow up on requests, questions, or concerns.
• Well-Connected: Has strong relationships with a wide range of quality service providers.
• Reliable & Organised: Keeps appointments, follows through on actions, and documents progress.
• Empowering: Encourages your voice in decision-making and builds your confidence navigating the NDIS.
• Clear Communication: No jargon, no surprises—everything is explained simply and clearly.
• Positive Reputation: Recommended by others, including participants, families, and other professionals.
• Good Fit: Ultimately, you feel respected, heard, and supported.

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At United Foundation, we've taken on board each of these service elements, and entrenched them as fundamental aspects of how we serve others. If you’re looking for a Support Coordinator who use these pillars as an engrained standard of practice, you can complete a referral form or make an enquiry today, or call us on 1300 405 260.

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