All NDIS participants are assigned a local area coordinator (LAC) who helps them understand their plan and connect with relevant providers. Some participants, however, may require more help to manage their plan than can be provided by an LAC.
For these participants, the NDIA funds the assistance of a support coordinator who has a more hands-on approach to managing their plan. The support coordinator’s focus is on ensuring the participant gets the most utility from their plan as possible to achieve their goals.
Given that the role of a support coordinator is essential to the success of many participants using this service, it’s vital that they meet the expectations of participants. To this end, a the NDIS recommends that the support coordination service model needs to be improved.
Whilst this paper presents numerous objectives, two issues can be quickly remedied: support coordinator training and access to support coordinators and services in remote locations.
Evolving Support Coordinator Training
Whilst the training of support coordinators is generally high, there is still room for ongoing improvements. One area that will continue to evolve is targeted support coordination. The basis for this type of training is that some support coordinators’ knowledge and capability may be insufficient to deliver more targeted or customised support. Thus, more targeted expertise would benefit participants to achieve their goals.
One option is to fund a second support coordinator with the expertise to manage this customised support, whilst the existing support coordinator handles more general matters. Participants, however, appear to prefer dealing with a single point of contact. In these circumstances, it may be wise to increase the training opportunities for support coordinators, allowing them to gain expertise in specific areas.
Another option may be to broaden the training of support coordinators to encompass more areas of expertise. However, it’s unlikely that all situations can be included in their initial education with further training needed, as necessary.
Access to Support Coordinators in Remote Locations
A second evolving issue is access to NDIS services and support coordinators in remote locations. Regarding the first issue, many support coordinators must use their initiative to explore innovative options that enable participants to fully utilise their plans in remote areas due to a lack of providers. Unfortunately, whilst access to providers in remote areas is potentially an ongoing dilemma, access to support coordinators can be improved using virtual support coordination.
Despite face-to-face support coordination being the preferred option between support coordinators and participants, COVID has demonstrated that virtual support is a practical option in remote areas. Participants can receive the same expertise tailored to their specific needs, whether that support is provided in person or over the internet.
Apart from easy access to their support coordinator, virtual support coordination offers several other benefits to participants. For example, participants can communicate with their support coordinator from their own homes, reducing the time, effort and money spent on commuting. This is a particularly important benefit for participants with mobility issues who find travelling uncomfortable or extremely difficult. Also, money saved on commuting can be spent on other services under their plan.
Improved Engagement With Enhanced Delivery Options
The need for expertise in the NDIS service delivery model is essential for the continuing success of plan participants. Expanded training options and virtual support coordination are just two of the improvements that will build the capability of support coordinators well into the future. For further information on support coordination please visit by the NDIS website where they outlining recommendations on Improving Support Coordination for NDIS Participants.
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