Connecting with participants
A participant can choose their support coordinator.
Participants can connect with support coordinators by using a request for service. The request for service includes information about the participant’s goals, needs and circumstances.
The NDIA can help participants to find available support coordination providers.
Providers can receive requests for service through:
- the myplace provider portal
- email from the NDIA
- the participant directly.
Before accepting a request for service, support coordinators should consider whether they can best support the participant to pursue their goals.
Once they accept the request for service, support coordinators should meet with the participant to create a service agreement.
Changing support coordinators
Participants can choose to change support coordination providers at any time, as long as they follow the notice periods in their service agreement.
As part of the handover process, the current support coordinator should prepare a report which:
- outlines how a participant is going with:
- pursuing their goals
- using their plan
- building skills and independence
- strengthening their community and economic participation through connection with broader systems of support
- share any relevant reports from service providers with the participant’s permission
- identify any barriers, risks or issues, including any strategies to address them
- provides clear evidence on future support needs, including recommendations.
The report must include an agreed and confirmed date when the current support coordinator’s services will end. This will ensure services continued to be delivered and a smooth handover occurs.
The support coordinator should then end the service booking so that the participant can create their service agreement and booking with the new support coordinator.
Where a participant is plan-managing their support coordination services, the support coordinator should also notify the participant’s plan manager.
Promoting and protecting a participant’s safety
Support coordinators play an important part in safeguarding a participant’s wellbeing.
Support coordinators will often be the first to become aware of any concerns about the quality and safety of a participant’s supports and services.
All NDIS providers and workers – both registered and unregistered – have an obligation to promote the safety of participants under the NDIS Code of Conduct.
In particular, the NDIS Code of Conduct requires all NDIS providers and workers (including support coordinators) to promptly:
- take steps to raise and act on concerns about matters that may impact the quality and safety of supports and services provided to people with disability
- take all reasonable steps to prevent and respond to all forms of violence against, and exploitation, neglect and abuse of, people with disability
- act with respect for individual rights to freedom of expression, self-determination, and decision-making in accordance with relevant laws and conventions
- provide supports and services in a safe and competent manner with care and skill
- act with integrity, honesty, and transparency.
Support coordinators should provide an early warning where they become aware the participant’s safety or wellbeing is at risk.
Support coordinators should proactively support the participant to raise any concerns or issues around their safety or the quality of their supports and services. Support coordinators can also raise concerns or make a complaint themselves.
All registered NDIS providers (including support coordinators) should understand and comply with their obligations to raise concerns. If there is an immediate risk or threat to the participant, support coordinators should immediately contact emergency services.