COURSE OVERVIEW:

Welcome to the Implement Responsible Work Practices in NDIS Support Coordination Services course. This program has been designed to strengthen your professional capability, judgement, and day-to-day work practices to deliver high-quality, ethical, and accountable Support Coordination services while maintaining participant choice and control and meeting governance and compliance expectations.

Support Coordination is a specialised role that requires clarity, structure, and discipline in practice. This course begins by establishing a clear understanding of the Support Coordination function, including boundaries, responsibilities, and the importance of role separation from Plan Management and direct service delivery. It also explores how the NDIS Code of Conduct is applied in everyday practice, how choice and control are upheld without directing decisions, and how Support Coordinators prioritise tasks in response to participant risk, safeguarding considerations, and complexity.

Effective participant engagement relies on consistent, respectful, and accessible communication. This section examines how to conduct meaningful check-ins, communicate in participant-appropriate language, and respond efficiently to both planned and unplanned contact. It also addresses the importance of maintaining professional boundaries while building rapport, managing expectations transparently, and ensuring participants feel informed, supported, and respected throughout coordination interactions.

Accurate plan interpretation is essential to responsible coordination. This section focuses on reading and understanding NDIS plans, linking funded supports to participant goals, and identifying flexible versus restricted funding categories. It also explores how to explain plan content clearly to participants, monitor whether services align with plan intent, and ensure that coordination decisions remain consistent with participant priorities and approved funding parameters.

Support mapping and service coordination require an organised and participant-led approach. This section explores how to identify appropriate NDIS and mainstream supports, source and compare suitable providers, and support participant decision-making without influencing outcomes. It also addresses the coordination of multiple providers, managing service commencement and changes, and reducing duplication to ensure supports are efficient, complementary, and goal-focused.

Time and caseload management are critical to responsible practice and sustainability. This section examines strategies for managing competing priorities across a caseload, scheduling follow-ups, and using systems and calendars effectively. It also considers how to balance proactive work with reactive demands, differentiate urgent from non-urgent matters, and prevent workload overload through structured planning and self-management.

Risk identification and management are central to participant safety and safeguarding. This section explores how to identify risks early, monitor vulnerability indicators, escalate concerns appropriately, and respond to crises or unplanned situations. It also examines how Support Coordinators assist participants during service breakdowns and the importance of accurate documentation of risk-related actions to support accountability and continuity.

Support Coordination relies on effective collaboration with multiple stakeholders. This section focuses on working efficiently with providers, allied health professionals, plan managers, families, carers, and nominees while maintaining clear communication pathways. It also explores strategies for managing conflicting stakeholder views, maintaining neutrality, and ensuring coordination remains participant-led and aligned to agreed goals.

Ongoing monitoring and review are essential to ensuring supports remain effective over time. This section examines how to monitor service performance, identify gaps or issues early, track participant progress toward goals, and prepare for plan reviews. It also covers supporting evidence collection for reassessments and adjusting coordination approaches to reflect changing needs, risks, or service environments.

Strong documentation and record keeping underpin responsible, compliant practice. This section explains how to maintain accurate case notes, record decisions and follow-ups, document consent, and use consistent filing systems that support transparency and continuity. It also addresses audit readiness, secure information management, and the role documentation plays in demonstrating ethical decision-making and defensible practice.

Compliance and governance requirements shape daily Support Coordination operations. This section explores how to work within NDIS Practice Standards, meet reporting and documentation obligations, manage complaints and feedback appropriately, and understand reportable incident requirements. It also reinforces privacy and confidentiality responsibilities and outlines how Support Coordinators prepare for audits and reviews through structured, consistent governance practices.

Efficiency and productivity practices help Support Coordinators manage high workloads without compromising quality. This section examines how to use templates and standardised tools appropriately, reduce duplication in documentation, streamline communication processes, and manage emails, calls, and tasks effectively. It also considers how technology can improve workflow and how to identify and address inefficiencies in everyday coordination processes.

Ethical decision-making is integral to responsible coordination. This section explores the application of ethical frameworks to daily decisions, managing conflicts of interest, balancing participant autonomy with duty of care, and knowing when to escalate or seek advice. It reinforces the importance of maintaining professionalism, neutrality, and sound judgement, particularly in complex and high-risk contexts.

Long-term sustainability in Support Coordination depends on strong self-management. This section examines strategies for managing emotional load and stress, using supervision effectively, maintaining boundaries, and engaging in reflective practice. It also explores ongoing skill development and practical approaches to preventing burnout in roles that involve high complexity, safeguarding risks, and frequent crisis response.

Finally, the course concludes with quality improvement and best practice. This section focuses on learning from incidents and service failures, using participant feedback to refine coordination practice, sharing effective approaches within teams, and contributing to broader service improvement initiatives. It also highlights the importance of staying current with NDIS changes to ensure coordination practice remains compliant, responsive, and aligned to evolving expectations.

By the end of this course, you will be equipped with the practical strategies, ethical frameworks, and governance discipline required to apply responsible work practices in NDIS Support Coordination, supporting participant outcomes while maintaining compliance, quality, and professional sustainability.

Each section is complemented with examples to illustrate the concepts and techniques discussed.

LEARNING OUTCOMES:

By the end of this course, you will be able to understand the following topics:

1. Introduction to NDIS Support Coordination Practices

·       Understanding the Support Coordination role and boundaries

·       Applying the NDIS Code of Conduct in practice

·       Working within participant choice and control

·       Maintaining role clarity (Support Coordination vs Plan Management vs Providers)

·       Prioritising tasks in line with participant risk and complexity

2. Participant Engagement & Communication Practices

·       Conducting effective participant check-ins

·       Communicating in accessible, participant-appropriate language

·       Managing regular and ad-hoc participant contact

·       Responding to participant enquiries efficiently

·       Maintaining professional boundaries while building rapport

·       Managing expectations realistically and transparently

3. Plan Interpretation & Goal Alignment Practices

·       Reading and interpreting NDIS plans accurately

·       Linking funded supports to participant goals

·       Identifying flexible vs restricted funding categories

·       Explaining plan content to participants clearly

·       Monitoring alignment between services and plan intent

4. Support Mapping & Service Coordination Practices

·       Identifying appropriate mainstream and NDIS supports

·       Sourcing and comparing suitable providers

·       Supporting participant decision-making without directing choices

·       Coordinating multiple providers effectively

·       Managing service commencement and changes

·       Reducing duplication of supports

5. Time & Caseload Management Practices

·       Managing competing priorities across a caseload

·       Scheduling tasks and follow-ups efficiently

·       Using systems and calendars effectively

·       Balancing proactive and reactive work

·       Managing urgent vs non-urgent matters

·       Preventing workload overload and burnout

6. Risk Identification & Management Practices

·       Identifying participant risks early

·       Monitoring safeguarding and vulnerability indicators

·       Escalating risks appropriately

·       Managing crisis and unplanned situations

·       Supporting participants during service breakdowns

·       Documenting risk-related actions accurately

7. Collaboration & Stakeholder Coordination Practices

·       Working efficiently with service providers

·       Communicating with allied health professionals

·       Collaborating with Plan Managers on utilisation matters

·       Engaging with families, carers, and nominees

·       Managing conflicting stakeholder views

·       Maintaining clear communication pathways

8. Monitoring & Review Practices

·       Monitoring effectiveness of supports

·       Identifying gaps or service issues early

·       Tracking participant progress toward goals

·       Preparing for plan reviews

·       Supporting evidence collection for reassessments

·       Adjusting coordination approaches over time

9. Documentation & Record-Keeping Practices

·       Maintaining accurate case notes

·       Recording decisions, actions, and follow-ups

·       Documenting participant consent

·       Using consistent file-naming and record systems

·       Ensuring records are audit-ready

·       Managing information securely

10. Compliance & Governance Practices

·       Working within NDIS Practice Standards

·       Meeting reporting and documentation obligations

·       Understanding reportable incident requirements

·       Managing complaints and feedback appropriately

·       Maintaining privacy and confidentiality

·       Preparing for audits and reviews

11. Efficiency & Productivity Practices

·       Using templates and standardised tools appropriately

·       Reducing duplication in documentation

·       Streamlining communication processes

·       Managing emails, calls, and tasks effectively

·       Using technology to improve workflow

·       Identifying inefficiencies and improving processes

12. Ethical Decision-Making & Professional Judgement

·       Applying ethical frameworks in daily decisions

·       Managing conflicts of interest

·       Balancing autonomy with duty of care

·       Knowing when to escalate or seek advice

·       Maintaining neutrality and professionalism

13. Self-Management & Professional Sustainability

·       Managing emotional load and stress

·       Using supervision effectively

·       Reflective practice for continuous improvement

·       Maintaining professional boundaries

·       Ongoing skill development

·       Preventing burnout in high-complexity coordination roles

14. Quality Improvement & Best Practice

·       Learning from incidents and service failures

·       Using participant feedback to improve coordination

·       Sharing best practices within teams

·       Contributing to service improvements

·       Staying current with NDIS changes

COURSE DURATION:

The typical duration of this course is approximately 3-4 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.

COURSE REQUIREMENTS:

You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.

COURSE DELIVERY:

Purchase and download course content.

ASSESSMENT:

A simple 10-question true or false quiz with Unlimited Submission Attempts.

CERTIFICATION:

Upon course completion, you will receive a customised digital “Certificate of Completion”.