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The National Disability Insurance Scheme (NDIS) has transformed the way Australians with disabilities receive support, placing emphasis on personalised care that empowers participants to take control of their own lives. Central to this empowerment are the concepts of “support coordination” and “choice and control,” which are critical to achieving the NDIS’s goals of enhancing the independence and quality of life for participants. This article explores the role of support coordination in the NDIS, the importance of choice and control, and how these elements work together to support participants in managing their NDIS plans effectively.

Keywords: support coordination, choice and control, NDIS, National Disability Insurance Scheme, disability support, NDIS planning, personalised care, NDIS participant

Support coordination is a service provided under the NDIS that helps participants understand and implement their NDIS plans. The primary role of a support coordinator is to assist participants in navigating the NDIS system, connecting them with service providers, and ensuring they make the most of their funding to achieve their goals. Support coordinators play a crucial role in helping participants exercise choice and control over the supports and services they receive.

The NDIS offers three levels of support coordination, depending on the needs and circumstances of the participant:

• Support Connection: This basic level of support coordination helps participants connect with informal, community, and funded supports. The focus is on strengthening the participant’s ability to manage their own plan over time.
• Support Coordination: At this intermediate level, the support coordinator works with the participant to build the skills needed to understand and implement their plan. This includes coordinating a range of supports from various providers to ensure the participant’s needs are met.
• Specialist Support Coordination: For participants with more complex needs, specialist support coordination provides a higher level of support. This service is typically provided by professionals with expertise in managing complex health and disability issues and involves more intensive assistance to ensure the participant’s supports are well-coordinated and effectively meet their needs (NDIS, 2021).

Support coordination is integral to the success of the NDIS, as it enables participants to navigate the complexities of the scheme and make informed decisions about their care. The key roles of a support coordinator include:

Support coordinators help participants understand their NDIS plan, including the specific goals, funding categories, and available supports. They explain the purpose of each part of the plan and how the participant can use their funding to achieve their goals. This understanding is crucial for participants to exercise choice and control over their care (Mavromaras et al., 2018).

One of the primary tasks of a support coordinator is to assist participants in finding and connecting with service providers that meet their needs. This includes researching and recommending providers, coordinating service agreements, and ensuring that the participant is satisfied with the quality of care they receive. Support coordinators also help participants compare different providers to make informed decisions about their care (Purcal et al., 2016).

A significant aspect of support coordination is capacity building, which involves helping participants develop the skills and confidence to manage their own supports over time. This might include training in self-advocacy, decision-making, budgeting, and understanding the NDIS process. By building capacity, support coordinators aim to reduce participants’ reliance on formal supports and enhance their independence (NDIS, 2021).

Support coordinators also play a crucial role in managing crises or resolving issues that may arise during the implementation of the NDIS plan. This might involve liaising with service providers, addressing concerns about the quality of care, or helping participants navigate unexpected changes in their circumstances. Effective crisis management ensures that participants continue to receive the supports they need, even in challenging situations (Dew et al., 2019).

Choice and control are foundational principles of the NDIS, reflecting the scheme’s commitment to person-centred care. These principles empower participants to make decisions about their own lives, including the types of supports they receive, who provides those supports, and how their funding is used.

Choice” refers to the ability of NDIS participants to select the services and supports that best meet their needs and preferences. “Control” involves the participant’s authority over how those supports are delivered, including the ability to manage their own NDIS funding if they choose to do so. Together, choice and control ensure that participants are at the centre of decision-making about their care, fostering greater independence and personal responsibility (Browne et al., 2016).

• Empowerment: By having control over their own care, participants feel more empowered to make decisions that align with their values, preferences, and goals. This empowerment can lead to greater satisfaction with the services they receive and a stronger sense of ownership over their lives.
• Personalised Care: Choice and control enable participants to tailor their care to their unique needs and circumstances. This personalised approach ensures that supports are more relevant and effective, leading to better outcomes for participants.
• Flexibility: The ability to choose and control supports allows participants to adapt their care as their needs change. This flexibility is particularly important for individuals with fluctuating or complex conditions, as it ensures that their care remains responsive and appropriate over time (Mavromaras et al., 2018).

Support coordination is essential in helping NDIS participants exercise choice and control, as it provides the guidance and support needed to make informed decisions. Support coordinators work closely with participants to ensure they understand their options and have the tools they need to manage their care effectively.

Support coordinators provide participants with the information they need to make informed decisions about their care. This includes explaining the benefits and limitations of different services, discussing potential outcomes, and helping participants weigh their options. By ensuring that participants are well-informed, support coordinators enable them to exercise greater control over their care (Dew et al., 2019).

Support coordinators often act as advocates for participants, particularly when dealing with service providers or navigating the NDIS system. This advocacy ensures that participants’ voices are heard and that their preferences are respected. In cases where participants are unable to advocate for themselves, support coordinators may also represent their interests, ensuring that their rights and choices are upheld (Purcal et al., 2016).

One of the long-term goals of support coordination is to build participants’ capacity to manage their own care independently. By teaching participants the skills they need to navigate the NDIS system, manage their funding, and make decisions about their care, support coordinators help reduce reliance on formal supports and foster greater autonomy. This emphasis on independence aligns with the NDIS’s broader goals of empowering individuals with disabilities to live more self-directed lives (Browne et al., 2016).

While support coordination is a valuable service, there are challenges and considerations that must be addressed to ensure it effectively promotes choice and control.

Access to support coordination services can vary depending on the participant’s location, the complexity of their needs, and the availability of qualified support coordinators. In some areas, particularly rural and remote regions, there may be a shortage of support coordinators, making it difficult for participants to receive the assistance they need (Dew et al., 2019).

The quality of support coordination can vary widely, depending on the experience, training, and approach of the individual support coordinator. Ensuring consistency in the quality of support coordination services is crucial for achieving positive outcomes for participants. This may involve setting standards for support coordinators, providing ongoing training, and implementing quality assurance measures (Mavromaras et al., 2018).

Support coordinators must strike a balance between providing the necessary assistance and encouraging participants to take on more responsibility for their care. While it is important to support participants in navigating the NDIS, it is equally important to avoid creating dependency. This requires a nuanced approach that tailors the level of support to the participant’s needs and gradually builds their capacity for self-management (Browne et al., 2016).

Support coordination and choice and control are central to the NDIS’s mission of empowering individuals with disabilities to live more independent and fulfilling lives. Support coordinators play a vital role in helping participants understand and implement their NDIS plans, connect with service providers, and build the skills they need to manage their own care. By facilitating informed decision-making and advocating for participants’ rights, support coordinators ensure that choice and control are not just theoretical concepts, but practical realities that enhance the quality of life for NDIS participants. As the NDIS continues to evolve, it is essential to address the challenges and considerations in support coordination to ensure that all participants can access the services and supports they need to achieve their goals.

• Browne, J., Rees, G., & Robinson, S. (2016). Supported decision-making for people with cognitive disability: An Australian perspective. Disability Studies Quarterly, 36(1).
• Dew, A., Bulkeley, K., Veitch, C., Bundy, A., Lincoln, M., Gallego, G., & Griffiths, S. (2019). Addressing the barriers to accessing therapy services in rural and remote areas. Journal of Intellectual and Developmental Disability, 44(1), 53-63.
• Mavromaras, K., Moskos, M., Mahuteau, S., & Isherwood, L. (2018). Evaluation of the NDIS. NDIS Evaluation Report.
• NDIS. (2021). Support Coordination. National Disability Insurance Scheme. https://www.ndis.gov.au/understanding/supports-funded-ndis/support-coordination
• Purcal, C., Fisher, K. R., & Laragy, C. (2016). Analysing choice in Australian individual funding disability policies. Australian Journal of Public Administration, 75(1), 72-82.

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