This paper forms the basis of a review of the support coordination service model. The purpose of the NDIA conducting this review is to start a process to better understand support service design issues and to shape the future of support coordination services to deliver the best outcomes for participants.

The announcement of this review means that the NDIA seeks to review how NDIS participants receive support coordination services, with several questions being asked to participants to effectively review the services.

The key points from the paper are as follows:

  • Developing a better understanding of the Support Coordinator role
    The role of a support coordinator is not always clear to providers, participants, families, support coordinators and even the NDIA itself. The review looks to improve this by clarifying job roles and functions. While support coordination is a different service to plan management, there could be synergies between the two positions that are yet to be explored. The NDIA is interested in better understanding the benefits and risks of more closely aligning these supports and how that might happen.
  • Focus on participant experience
    The feedback from participants to date is that the NDIA must encourage the development of apps, tools and marketplaces that help participants connect and interact with relevant providers. NDIA must also ensure that participants receive support in critical areas such as achieving employment goals, identifying and location-relevant accommodation options and supporting the participant during key life stages.
  • Value for money: Quality of support coordination
    The NDIA is considering how to better align the price of support coordination with participant outcomes and the price of other scheme supports, which implies that the NDIA is exploring a reduction in the price of support coordination. For example, support coordination pricing could be determined (at least in part) based on the progression and achievement of a participant’s specific goals, such as sourcing appropriate accommodation or employment opportunities. 

Here are the current numbers for funding across different age groups and disabilities.

Support coordination by Age Group, as at 30 June 2020



Support coordination by disability type, as at 30 June 2020


The data in shows the highest proportion of participants by disability type that receive funding for support coordination are psychosocial disability (84%), Acquired Brain Injury (76%), other neurological (63%) and stroke (63%). Participants with global developmental delay (10%) and developmental delay (7%) proportionally receive less support coordination funding.

This discussion paper provided a unique insight into the inconsistencies in support coordination services participants are receiving, focusing on the areas that need improvement.

For more information, including how to respond to the paper follow this link: