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An NDIS plan can provide important opportunities, but understanding the funding, finding suitable providers and coordinating different services can feel overwhelming.

At Pop’In Health & Recovery, our Support Coordination service helps participants understand and implement their NDIS plans, make informed decisions, establish suitable supports and address barriers that may prevent services from working effectively.

Our approach is practical, person-centred and focused on building your confidence and capacity. You remain in control of your goals, providers and decisions.

What Is NDIS Support Coordination?

Support Coordination is a capacity-building NDIS service that helps you understand and use your plan.

Your Support Coordinator works with you to:

• Understand your NDIS plan and funded supports

• Identify your immediate priorities

• Connect with suitable providers

• Compare available service options

• Establish and coordinate supports

• Understand service agreements and quotes

• Monitor how services are working

• Identify and address service gaps

• Prepare for plan reassessments or changes

• Coordinate communication between providers

• Connect with mainstream and community services

• Build confidence managing your own supports

Support Coordination is not about taking control away from you. The aim is to provide information, structure and practical assistance so you can make informed decisions and have greater control over your services.

Our Support Coordination Service

Our primary service is Level 2 Support Coordination—Coordination of Supports.

This level of support is intended to help participants build the skills needed to understand, implement and manage their NDIS plans while coordinating a range of disability, community and mainstream services.

We do not currently represent our service as Level 3 Specialist Support Coordination. Where a participant requires specialist coordination because of significant complexity or risk, we may recommend referral to an appropriately qualified Specialist Support Coordinator.

Who May Benefit From Support Coordination?

Support Coordination may be helpful when you:

• Have received a new NDIS plan

• Are unsure how to begin using your funding

• Need help finding suitable providers

• Have several services that need to work together

• Are experiencing service gaps

• Have had providers withdraw or become unavailable

• Are concerned about plan spending

• Need help understanding service agreements or quotes

• Are preparing for a plan reassessment

• Need reports or supporting information coordinated

• Are changing housing or living arrangements

• Are leaving hospital or another service

• Need to replace an unsuitable provider

• Want to build greater confidence directing your supports

• Have complex disability, health or psychosocial needs

• Need better communication between providers

• Are experiencing barriers using your plan effectively

You do not need to understand every part of your NDIS plan before getting started. Your Support Coordinator can work through it with you.

What We Can Help With

Understanding Your NDIS Plan

Your Support Coordinator can help explain:

• The goals recorded in your plan

• The funding categories available

• Which budgets may be flexible

• How your plan is managed

• What different support categories are intended for

• The period covered by your plan

• What information is needed before services begin

• Questions that may need to be clarified with the NDIA, plan manager or other relevant contact

We will explain information as clearly as possible and help you identify areas requiring further clarification.

Identifying Priorities

Not everything needs to be organised at once.

Your Support Coordinator can help you identify:

• Immediate health and safety priorities

• Essential supports

• Services that need to be maintained

• Current gaps

• Upcoming appointments or deadlines

• Housing or living concerns

• Important reports or assessments

• Longer-term goals

• Areas where you want to build greater independence

Together, we can develop a practical implementation plan showing what needs to happen first and who is responsible for each action.

Finding and Comparing Providers

Your Support Coordinator may help research providers based on:

• Your goals

• Location

• Availability

• Accessibility

• Communication needs

• Cultural preferences

• Experience with your disability

• Service model

• Appointment format

• Fees

• Travel arrangements

• Waiting periods

• Registration requirements

• Your personal preferences

Where possible, we will provide more than one option so you can compare services and make your own decision.

We cannot guarantee that a provider will be suitable, available or able to achieve a particular result. You remain free to choose, change or decline providers.

Establishing Services

Once you choose a provider, your Support Coordinator may assist with:

• Making initial contact

• Clarifying the service being offered

• Confirming availability

• Providing referral information with your consent

• Reviewing quotes

• Discussing service agreements

• Confirming the proposed frequency of support

• Checking the funding arrangement

• Coordinating intake appointments

• Clarifying roles and responsibilities

• Helping establish communication between services

We will encourage you to understand and approve service arrangements before they begin.

Reviewing Service Agreements and Quotes

Your Support Coordinator may help you understand:

• The type of service being offered

• The proposed hourly rate

• Appointment frequency

• Travel charges

• Non-face-to-face charges

• Report costs

• Cancellation terms

• Notice periods

• Exit conditions

• Responsibilities of the participant and provider

• Whether the service appears consistent with your goals and available funding

We do not provide legal advice. Where a contract or dispute requires legal interpretation, we may recommend seeking independent legal or advocacy support.

Monitoring Your Plan and Supports

Support Coordination may include reviewing:

• Which services have commenced

• Whether agreed supports are being delivered

• Whether services remain relevant to your goals

• Approximate spending against available funding

• Whether budgets appear to be running too quickly or too slowly

• Upcoming report and review dates

• Service gaps

• Provider concerns

• Changes in your circumstances

• Whether the current mix of supports remains appropriate

Budget monitoring is intended to help you make informed choices. It is not financial planning, accounting or plan management.

Your plan manager or the NDIA remains responsible for formal payment and funding information within their role.

Resolving Service Problems

Your Support Coordinator may assist when:

• A provider is not responding

• Services have not commenced

• A provider withdraws

• There is confusion about responsibilities

• Supports are not being delivered as agreed

• Communication has broken down

• A participant wants to change providers

• Reports are overdue

• A service is not meeting the person’s needs

• Different providers are giving conflicting information

• There is a gap between services

• A complaint pathway needs to be identified

We can help organise communication, clarify the issue and identify practical options.

We cannot guarantee that a dispute will be resolved or act as a lawyer, regulator or formal decision-maker.

Building Your Capacity

Support Coordination is intended to build your ability to manage your own plan and supports wherever possible.

This may include helping you develop skills in:

• Understanding your plan

• Comparing providers

• Asking questions

• Making informed decisions

• Communicating your needs

• Reviewing service agreements

• Monitoring services

• Recognising potential problems

• Raising concerns

• Preparing for meetings

• Keeping useful records

• Directing providers

• Understanding responsibilities

• Planning ahead

The aim is not necessarily for you to manage everything alone. Capacity building means increasing your knowledge, confidence and control in a way that reflects your circumstances and support needs.

Working Toward Your NDIS Goals

Support Coordination should relate to the goals and disability-support needs recorded in your NDIS plan.

Your Support Coordinator may help you:

• Clarify what a goal means to you

• Identify practical steps toward the goal

• Determine which services may contribute

• Coordinate providers around shared outcomes

• Track progress

• Identify barriers

• Review whether a support is helping

• Gather relevant information for future planning

• Adjust implementation strategies when circumstances change

The NDIS goals belong to you. Your Support Coordinator should not impose goals or make personal decisions on your behalf.

Preparing for Plan Reassessments and Changes

Your Support Coordinator may assist you to prepare for an upcoming plan reassessment, participant-requested change or other NDIS process.

This may include:

• Reviewing your current goals

• Identifying changes in circumstances

• Reviewing which supports have worked

• Identifying unmet needs or service gaps

• Coordinating provider progress reports

• Organising relevant assessments

• Summarising plan implementation

• Recording barriers to using the plan

• Preparing questions

• Helping you communicate your priorities

• Attending relevant meetings where agreed

• Following up on requested information

We can help organise and present relevant information, but we cannot guarantee that the NDIA will approve a particular support, level of funding or plan change.

Progress Reports

Where requested, appropriate and funded, your Support Coordinator may prepare an NDIS progress or implementation report.

A report may include:

• Supports established

• Progress toward plan implementation

• Current provider network

• Service gaps

• Barriers encountered

• Changes in circumstances

• Risks affecting service delivery

• Participant preferences

• Current priorities

• Capacity-building progress

• Recommendations for continued coordination

• Information provided by other services with consent

Reports are based on available information and the work completed during the service.

A Support Coordination report is not a medical diagnosis, clinical assessment, Functional Capacity Assessment or legal opinion.

Housing and Living Arrangements

Support Coordination may assist participants to explore disability-related housing and living options.

This may include:

• Clarifying the person’s preferences

• Identifying current housing barriers

• Connecting with housing and tenancy services

• Coordinating occupational therapy or functional assessments

• Exploring Supported Independent Living

• Exploring Individualised Living Options

• Considering shared or individual living arrangements

• Coordinating provider information

• Reviewing quotes and service models

• Supporting communication with family, nominees and providers

• Planning transitions between living arrangements

Support Coordination does not guarantee access to housing, approval of NDIS home-and-living funding or acceptance by a particular provider.

Property searches, tenancy advice and legal matters may also require assistance from housing, tenancy, legal or advocacy services.

Hospital Discharge and Service Transitions

Your Support Coordinator may help coordinate transitions involving:

• Hospital discharge

• Rehabilitation

• Community mental-health services

• Changes in accommodation

• New providers

• School leaving

• Employment transitions

• Changes in informal supports

• Moving between regions

• Changes in plan management

• Transition from child to adult services

This may involve communicating with relevant services, clarifying responsibilities, identifying support gaps and helping establish the services required after transition.

Support Coordination does not replace hospital discharge planning, clinical decision-making or emergency services.

Mainstream and Community Services

Not every support is funded through the NDIS.

Your Support Coordinator may help you identify and connect with:

• GPs and general practices

• Nurse practitioner services

• Psychology and psychiatry

• Allied-health services

• Community mental-health services

• Hospitals and outpatient services

• Housing and homelessness services

• Education providers

• Employment services

• Financial counselling

• Legal and advocacy services

• Community organisations

• Peer-support services

• Recreation and social groups

• Local government services

Support Coordination aims to help disability, health, community and mainstream services work together where appropriate.

Working With Families, Nominees and Support Networks

Family members, nominees, guardians, advocates or other support people may be involved where:

• You want them involved

• Appropriate consent is provided

• They have lawful authority to act

• Their involvement supports your goals

• Roles and responsibilities are clear

Your choices remain central to the service.

Where there is disagreement between people involved, your Support Coordinator will aim to keep communication respectful and focused on your rights, preferences, safety and goals.

How Support Coordination Is Provided

Initial Enquiry

We begin by discussing:

• Why you are seeking Support Coordination

• Your current NDIS plan

• Your plan-management arrangement

• Current providers

• Immediate priorities

• Available Support Coordination funding

• Any urgent service gaps

• Your communication preferences

• Whether our service appears suitable

Intake and Service Agreement

Before ongoing work begins, we may need:

• Your NDIS number

• Plan dates

• Relevant goals

• Funding information

• Plan-management details

• Plan manager contact details

• Nominee or representative information

• Current provider details

• Relevant reports

• Consent and information-sharing instructions

The service agreement will explain:

• The service being provided

• Fees

• How time is recorded

• Travel and non-face-to-face work

• Reports

• Cancellation arrangements

• Communication

• Privacy

• Ending the service

• Rights and responsibilities

Plan Implementation

Your Support Coordinator will work with you to identify priorities, establish agreed services and create a practical action plan.

Ongoing Coordination

Ongoing support may involve:

• Participant meetings

• Provider communication

• Research

• Service setup

• Monitoring

• Problem-solving

• Reports

• Case conferences

• Review preparation

• Capacity building

Progress Reviews

We will regularly review:

• What has been completed

• Current priorities

• Funding use

• Provider performance

• Remaining barriers

• Upcoming deadlines

• Whether Support Coordination remains helpful

• Whether the frequency of support should change

Transition or Completion

Support Coordination may reduce or end when:

• You no longer require the same level of assistance

• You feel confident managing more of your plan

• Your funding changes

• Another provider is chosen

• The service is no longer suitable

• You choose to end the service

Where possible, we will provide a clear handover or transition summary.

Appointment and Communication Options

Support Coordination may be provided through:

• Telehealth appointments

• Telephone appointments

• Face-to-face meetings

• Community-based meetings

• Email

• Provider meetings

• Case conferences

• NDIS planning meetings

• A combination of these methods

The format will depend on:

• Your needs

• Location

• Accessibility

• Preferences

• Safety

• Funding

• The purpose of the activity

• Provider availability

Face-to-face appointments and travel are subject to availability, suitability, service agreements and applicable funding rules.

Non-Face-to-Face Support

Not all Support Coordination work happens while you are present.

Billable non-face-to-face work may include:

• Researching providers

• Contacting providers

• Reviewing quotes

• Reviewing service agreements

• Reviewing plans or reports

• Preparing referrals

• Coordinating appointments

• Preparing reports

• Communicating with plan managers

• Organising case conferences

• Following up agreed actions

• Maintaining required records

Non-face-to-face work will only be charged where it is:

• Related to your goals and plan

• Necessary to provide the service

• Permitted by the funding arrangement

• Agreed under the service agreement

• Actually completed

• Appropriately documented

Provider Meetings and Case Conferences

Your Support Coordinator may participate in meetings involving:

• The participant

• Family or nominees

• Support workers

• Allied-health professionals

• Healthcare practitioners

• Housing providers

• Behaviour Support Practitioners

• Plan managers

• Community services

• Other relevant providers

The purpose may include:

• Clarifying roles

• Coordinating shared actions

• Addressing service problems

• Planning a transition

• Reviewing risks

• Reducing duplication

• Preparing for an NDIS review

• Supporting consistent communication

Your consent will be obtained before relevant personal information is shared, unless disclosure is otherwise required or permitted by law.

Travel

Travel may be charged where:

• Face-to-face support is agreed

• Travel is necessary to deliver the support

• The participant’s funding arrangement allows it

• The charge has been explained in the service agreement

• The travel is documented

• Applicable NDIS rules are followed

We will explain any proposed travel arrangements before services begin wherever possible.

Telehealth may be offered where it provides a more cost-effective and suitable option.

Fees and NDIS Funding

Support Coordination may be funded where:

• Suitable funding is available

• The service relates to your disability-support needs and goals

• The funding arrangement permits the service

• A service agreement is in place

• The correct support item and price are used

• The service is actually delivered and documented

Fees will be explained before services begin and will not exceed the applicable NDIS price limit.

Support Coordination is separate from:

• Plan management

• Ordinary healthcare

• Nurse practitioner consultations

• Medicare services

• Therapy

• Support work

• Psychosocial Recovery Coaching

Each service must be necessary, separately delivered, documented and billed correctly.

Plan-Managed, Self-Managed and Agency-Managed Plans

Whether we can provide services may depend on:

• How your plan is managed

• Available Support Coordination funding

• Provider-registration requirements

• The service being requested

• Current NDIS claiming rules

We will confirm whether we can accept your funding arrangement before ongoing services begin.

Do not commence services until funding, service suitability and payment arrangements have been confirmed.

Choice, Control and Independence

You are not required to use another Pop’In Health & Recovery service in order to receive Support Coordination.

Where we also offer a service that may be relevant to you, we will:

• Explain the potential conflict of interest

• Make clear that you can choose another provider

• Provide alternative options where reasonably available

• Obtain your informed agreement before making an internal referral

• Keep services, records and invoices appropriately separated

• Avoid unnecessary duplication

We do not accept undisclosed commissions for referring participants to providers.

Your right to choose your providers remains central to the service.

Support Coordination and Psychosocial Recovery Coaching

These services may overlap, but they have different primary purposes.

Support Coordination Focuses On

• Understanding the NDIS plan

• Implementing funded supports

• Finding and comparing providers

• Establishing services

• Coordinating providers

• Monitoring service delivery and funding

• Addressing service barriers

• Preparing for reassessments

Psychosocial Recovery Coaching Focuses On

• Personal recovery

• Recovery goals

• Routines

• Confidence

• Psychosocial barriers

• Self-management

• Wellness planning

• Relapse-prevention strategies

• Practical recovery implementation

Where both services are provided, roles will be clearly defined to avoid duplication or double billing.

Support Coordination and Nurse Practitioner Care

Some participants may also choose to access nurse practitioner healthcare.

With your informed consent, your Support Coordinator may help with:

• Preparing for an appointment

• Organising relevant reports

• Identifying questions

• Explaining practical barriers

• Coordinating appointment attendance

• Organising agreed follow-up

• Communicating non-clinical information

• Implementing agreed practical strategies

Nurse practitioner services remain separate from Support Coordination.

Your Support Coordinator does not:

• Diagnose medical or mental-health conditions

• Prescribe medication

• Recommend medication doses

• Change treatment instructions

• Request pathology as a clinical practitioner

• Make clinical decisions

• Represent recovery planning as a Medicare treatment plan

Clinical decisions remain the responsibility of an appropriately qualified healthcare practitioner.

What Support Coordination Does Not Provide

Support Coordination does not include:

• Medical diagnosis

• Prescribing or changing medicines

• Clinical treatment

• Psychology or psychotherapy

• Specialist behaviour support

• Authorising restrictive practices

• Legal advice

• Financial advice

• Plan management

• Direct personal care or support work

• Guaranteed housing

• Guaranteed provider availability

• Guaranteed NDIS funding

• Guaranteed plan changes

• Emergency intervention

• A 24-hour crisis response

• Services outside the coordinator’s qualifications, insurance or professional scope

Where another service is required, we will explain the limitation and, where possible, help identify an appropriate pathway.

Specialist Support Coordination

Specialist Support Coordination is a higher-level service generally intended for participants with significant complexity and substantial barriers to implementing their plans.

Pop’In Health & Recovery does not currently represent its ordinary Support Coordination service as Specialist Support Coordination.

Where Specialist Support Coordination appears necessary, we may recommend referral to a provider appropriately qualified and able to deliver that service.

When Support Coordination May Not Be Appropriate

Our service may not be appropriate where:

• No suitable funding or payment arrangement exists

• The requested work is outside Support Coordination

• Immediate emergency or clinical intervention is required

• Specialist Support Coordination is required

• The service would duplicate another provider’s work

• A conflict of interest cannot be appropriately managed

• The participant requires a service outside our qualifications or insurance

• A safe and workable service arrangement cannot be established

• The requested activity is not related to the participant’s disability-support needs or goals

Where possible, we will explain why and suggest another appropriate service.

When to Seek Immediate Help

Pop’In Health & Recovery is not an emergency or 24-hour crisis service.

Call 000 or attend the nearest emergency department where there is:

• Immediate risk of suicide or serious self-harm

• A serious medical emergency

• Severe psychosis or mania

• Serious aggression or violence

• Loss of consciousness

• Severe injury

• Immediate danger to a participant or another person

• Any rapidly worsening or life-threatening situation

Do not use the online booking or referral form for urgent assistance.

A Support Coordinator can help plan for future risks and connect services, but cannot provide emergency intervention.

Preparing for Your First Appointment

Please have the following available where possible:

• Your current NDIS plan

• Your NDIS number

• Plan start and end dates

• Plan-management details

• Plan manager contact information

• Current goals

• Details of available Support Coordination funding

• Current provider list

• Existing service agreements

• Recent reports

• Details of your nominee or representative

• Upcoming appointments or deadlines

• Information about urgent service gaps

• A list of your main concerns

• Questions you would like answered

• Your preferred communication method

You do not need to organise everything perfectly before the appointment. Your Support Coordinator can help you identify what information is still needed.

Frequently Asked Questions

What does a Support Coordinator do?

A Support Coordinator helps you understand and implement your NDIS plan, establish services, coordinate providers, address barriers and build confidence managing your supports.

Do I need Support Coordination funding in my plan?

NDIS-funded Support Coordination generally requires suitable funding or another confirmed funding arrangement.

We will review the available funding and payment arrangements before ongoing work begins.

What level of Support Coordination do you provide?

Our primary service is Level 2 Support Coordination—Coordination of Supports.

We do not currently represent our service as Level 3 Specialist Support Coordination.

Can you help me understand my NDIS plan?

Yes. We can help explain the plan, funding categories, goals, plan-management arrangements and practical steps required to begin using your supports.

Can you choose providers for me?

We can research and present provider options, but the final decision remains yours.

You can accept, decline or change providers.

Do I have to use providers connected to your organisation?

No. You are free to choose providers from outside Pop’In Health & Recovery.

Accessing Support Coordination does not require you to use our nurse practitioner, Recovery Coaching or other services.

Are you independent?

Our Support Coordination service is expected to support your choice and control.

Where an internal service may be relevant, we will explain the potential conflict, make clear that alternatives are available and obtain your informed agreement before proceeding.

Can you guarantee that a provider will be suitable?

No. We can research options and assist you to compare services, but we cannot guarantee availability, quality, compatibility or a particular result.

Can you review provider quotes and service agreements?

Yes. We can help you understand rates, service terms, travel, cancellation conditions, report charges and other relevant information.

We do not provide legal advice.

Can you monitor my NDIS budget?

We can assist with approximate budget monitoring and help identify possible overspending or underspending.

Your plan manager or the NDIA remains responsible for formal payment and funding records within their role.

Can you manage my invoices?

Support Coordination is not Plan Management.

We may help resolve invoice concerns or communicate with a plan manager, but we do not perform the formal Plan Manager role unless separately authorised and established.

Can you help me change providers?

Yes. We can help review the current arrangement, understand notice requirements, identify alternatives and coordinate a transition.

Can you help with a complaint?

We may help you understand complaint pathways, organise information and communicate concerns.

We do not act as a lawyer, regulator or independent advocate.

Can you help with housing?

We may assist with exploring disability-related housing and living options, coordinating assessments and connecting relevant services.

We cannot guarantee a property, tenancy, provider vacancy or NDIS home-and-living decision.

Can you help with Individualised Living Options?

Support Coordination may assist with early exploration, identifying preferences, connecting appropriate providers and coordinating relevant information.

Formal ILO exploration, design and implementation must be consistent with the participant’s goals, funding and applicable NDIS arrangements.

Can you help after a hospital admission?

Yes. We may assist with coordinating providers, identifying support gaps and supporting the transition back into the community.

We do not replace hospital discharge planners or clinical practitioners.

Can you attend NDIS meetings with me?

This may be possible where it is agreed, appropriate, funded and helpful.

We can also help you prepare questions, organise supporting information and clarify your priorities beforehand.

Can you prepare reports?

Yes. Progress or implementation reports may be prepared where appropriate, agreed and funded.

Report-writing time and expected costs will be explained.

Can you communicate with my providers?

Yes, with your informed consent.

Communication will be limited to information relevant to the agreed purpose.

Can my family or nominee be involved?

Yes, where you want them involved and appropriate consent or authority is in place.

Can Support Coordination be provided by telehealth?

Yes. Many coordination activities can be provided by telehealth, telephone and email.

Face-to-face support may also be available depending on location, suitability, funding and service availability.

How often will I meet with my Support Coordinator?

The frequency will depend on your plan, goals, available funding, current needs and upcoming actions.

Contact may be more frequent during plan implementation or major transitions and reduce as services become established.

What work can be billed outside an appointment?

Where permitted and agreed, billable work may include provider research, phone calls, emails, reviewing documents, referrals, report writing, case conferences and following up agreed actions.

All charged work must be relevant, completed and documented.

Can you guarantee additional NDIS funding?

No. We can assist with implementation, reports and preparation, but the NDIA makes funding and plan decisions.

What happens if my Support Coordination funding is running low?

We will discuss priorities, review the remaining budget and identify the most important actions.

We may need to reduce service frequency, seek clarification or discuss alternative support arrangements.

Is Support Coordination the same as Recovery Coaching?

No. Support Coordination primarily focuses on implementing the NDIS plan and coordinating services.

Recovery Coaching focuses more directly on personal recovery, routines, confidence and psychosocial capacity.

Is Support Coordination a clinical service?

No. Support Coordination is an NDIS capacity-building service.

It does not provide diagnosis, medical treatment, prescribing or psychotherapy.

What happens if Support Coordination is not the right service?

We will explain the limitation and, where possible, recommend another suitable NDIS, clinical, advocacy, legal, community or emergency pathway.

Book a Support Coordination Intake

Book a Support Coordination Intake when you would like assistance understanding your NDIS plan, establishing providers, coordinating services, addressing barriers or preparing for upcoming NDIS decisions.

The first appointment will focus on:

• Your current plan

• Your goals

• Available funding

• Existing providers

• Immediate priorities

• Current service gaps

• Your preferred way of working

• Whether our Support Coordination service is suitable

Ongoing work will only begin after service suitability, consent, funding and payment arrangements have been confirmed.

Important Booking Notice

Booking an intake does not guarantee that:

• Ongoing services will be suitable

• Suitable funding is available

• A particular provider can be found

• A plan change will be approved

• Additional funding will be granted

• A housing or service outcome will occur

Fees apply to work that is agreed, relevant, permitted, completed and documented.