A DAY IN THE LIFE OF A SUPPORT COORDINATOR

What does a support coordinator do each day? How do they support you? And what makes a good support coordinator?

“It often requires some thinking outside of the box, but it’s very rewarding to know you’re playing a part in helping someone bring their NDIS plan to life.” – Claudia, Support Coordinator

9:00am – Morning housekeeping

What does a support coordinator do? Well, I can tell you no two days are ever the same. I start each morning looking at my calendar, so I know exactly what’s in store for the day.

I usually check my inbox and try to respond to all the emails as I am checking them and return any calls/messages, there’s usually follow up work after these emails and calls. For example, assisting a participant for ordering some consumable products, but there was problem with their account that was holding up the delivery. I contacted the supplier to get to the bottom of things and it turned out that they had not received an approval from the plan manager-, I coordinated the same with the plan manager and got the purchase approved. The participant can now expect their delivery in a couple of days, so I called their carer to let her know the problem had been resolved.

10:00am – Signup meeting

I had a meeting with a new participant. We went over their NDIS goals and all the funding categories. I also made a tentative care plan to better prioritise their goals and requirements. In the coming days, I would source appropriate service providers and send them options for their services.  We did the paperwork for onboarding and then went through the risk assessment checklist..

12:00pm – Check ins

When I get back to my desk, I check and respond to any calls and messages that I may have missed during my meeting. I write my case notes for the previous meeting and move onto the check in with participants that I haven’t heard from. The National Disability Insurance Scheme can be complex, and meetings tend to cover a lot of different topics, these summary notes help make sure everyone’s on the same page.

1:00pm  – Lunch Break

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1:30pm – Organising a plan review

After lunch, I had to finish paperwork with respect to application of an early plan reassessment for a participant. I finish filling up all the necessary information and email the forms to the participant for their signature. I also have to work on end of plan reassessment report for the same participant. I go over their previous NDIS plan and their goals and set up a meeting with them to discuss their progress.

3:30pm to 4:30 – Meeting a service provider

Support coordination also involves working collaboratively with other providers. It helps to be aware of new and creative ways of using NDIS funding and services that are offered in the industry. This afternoon, support coordination team and I headed to a “meet the service providers” event. Because we’re regularly recommending service providers to participants, we need to have a good understanding of what they offer, which areas their service is available in, and waitlists.,

4:30 to 5:00pm – Home time

Before I head out for the day, I like checking my emails and respond to any that I have missed through the day. I also make a list of things to do for the next day and set up my calendar for the next day. Usually, last hour of the day consists of case notes, organising the tasks for the next day and making sure all the emails and calls are answered before I leave.