COURSE OVERVIEW:

Welcome to the NDIS Support Coordination Levels & Their Responsibilities course. This program has been designed to equip support coordinators, service providers, and sector professionals with a detailed understanding of the three levels of NDIS support coordination—Support Connection, Coordination of Supports, and Specialist Support Coordination—and the core responsibilities that accompany each. Through a combination of legislative context, practical guidance, and participant-centred strategies, this course will help you deliver high-quality, ethical, and outcome-focused support that strengthens participant capacity, promotes choice and control, and ensures compliance with the NDIS Practice Standards and Code of Conduct.

Support coordination exists to help participants navigate the NDIS system, link with appropriate providers, and develop the skills to manage their plan effectively. This course begins by introducing the purpose of support coordination in the NDIS framework, explaining how it enables participants to exercise their rights, make informed decisions, and achieve their goals. It provides an overview of the three distinct levels of support coordination—Level 1: Support Connection, Level 2: Coordination of Supports, and Level 3: Specialist Support Coordination—highlighting the benefits of effective coordination for both participants and providers.

The NDIS Support Coordination Framework provides the legislative and policy foundation for this role. This section outlines the NDIS Act 2013, relevant NDIS Rules, and NDIA guidelines that define and govern support coordination. It also explains how the role aligns with the NDIS Practice Standards, Code of Conduct, and broader human rights principles, ensuring that all support coordination activities remain lawful, ethical, and participant-centred.

Level 1 – Support Connection focuses on helping participants understand and start using their NDIS plan, with an emphasis on building independence and confidence. This section defines the scope of Level 1, detailing its core responsibilities such as assisting with myplace portal registration, creating service bookings, linking with providers, explaining service agreements in plain language, and coaching participants in basic self-management skills. The aim is to provide foundational support that encourages long-term autonomy.

Level 2 – Coordination of Supports involves a more active role in managing multiple services and building participant capacity. This section defines the scope of Level 2, outlining responsibilities such as complex service coordination, budget monitoring training, advocacy skill development, and integrating mainstream services such as health, housing, and education. The focus is on strengthening the participant’s ability to manage their plan independently while ensuring supports work together seamlessly.

Level 3 – Specialist Support Coordination is designed for participants with high, complex, or high-risk needs, requiring advanced sector knowledge and specialised skills. This section details responsibilities such as crisis management, restrictive practice oversight, complex behaviour support planning, cross-sector collaboration, systemic barrier resolution, and transition planning from hospital or other institutional settings. It also includes coordination of SIL and SDA assessments to ensure appropriate housing and care arrangements.

Support coordination at all levels requires clear role boundaries, professional ethics, and accountability. This section explains the importance of maintaining impartiality, avoiding conflicts of interest, collaborating effectively with participants, carers, and providers, and keeping accurate, compliant records. It outlines shared responsibilities across all levels, including promoting participant dignity, supporting inclusion, monitoring service quality, and adhering to NDIS compliance requirements.

Participant-centred practice is the core of effective support coordination. This section explores strategies for supported decision-making, independent advocacy referrals, transitional skill building, crisis and risk management, and culturally safe service delivery. It highlights engagement strategies for First Nations participants, CALD communities, and people with lived trauma, ensuring that supports are respectful, inclusive, and accessible.

Working effectively with participants requires building trust, adapting communication for complex needs, and supporting those with psychosocial disability in ways that promote stability and participation. This section also examines coordination with other service systems—health, housing, justice, and education—and strategies for overcoming systemic barriers through inter-agency collaboration.

Reporting and accountability are critical for maintaining compliance and demonstrating the value of support coordination. This section covers NDIA reporting requirements, budget tracking, critical incident protocols, and preparing evidence for plan reviews or reassessments. Quality assurance processes, including continuous improvement, internal audits, and the use of participant feedback, are explored to ensure service excellence.

Ethical and legal responsibilities underpin all aspects of support coordination. This section addresses duty of care, privacy and confidentiality, and ethical management of conflicts of interest. It includes practical case studies for each support coordination level, enabling you to apply the course content to real-world scenarios and strengthen your decision-making skills.

By the end of this course, you will have a clear understanding of the legislative framework, professional responsibilities, and participant-focused strategies that define each level of NDIS support coordination. You will be equipped to deliver services that are compliant, ethical, and empowering—helping participants to build capacity, achieve their goals, and navigate the NDIS with confidence.

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

• Purpose and objectives of support coordination in the NDIS framework
• How support coordination supports participant choice and control
• Overview of the three NDIS support coordination levels
• Benefits of effective support coordination for participants and providers

2. NDIS Support Coordination Framework

• Legislative and policy basis for support coordination
• NDIS Act 2013 and relevant NDIS Rules
• NDIA guidelines and policy documents
• Alignment with NDIS Practice Standards and Code of Conduct

3. Level 1 – Support Connection

3.1. Definition and Scope

• Role in building participant independence and confidence
• Focus on establishing initial service linkages

3.2. Core Responsibilities

• Initial plan navigation with the participant
• Interpreting plan budgets and explaining budget categories
• Portal registration (myplace) assistance
• Basic provider linkages for required supports
• Creating service bookings within the NDIS portal
• Explaining service agreements in plain language
• Participant coaching to build understanding of their plan
• Building self-management skills for long-term independence
• Troubleshooting simple service issues before escalation

4. Level 2 – Coordination of Supports

4.1. Definition and Scope

• Active coordination of multiple supports and services
• Capacity-building focus to improve participant ability to manage their plan

4.2. Core Responsibilities

• Complex service coordination involving multiple providers
• Multi-provider relationship management and service alignment
• Participant skill development for independent decision-making
• Budget monitoring training to manage allocated funds effectively
• Advocacy skill building for participant empowerment
• Mainstream service integration across systems
• Navigating health, education, and housing service pathways

5. Level 3 – Specialist Support Coordination

5.1. Definition and Scope

• For participants with high, complex, or high-risk needs
• Requires specialised skills and advanced sector knowledge

5.2. Core Responsibilities

• High-risk scenario and crisis management
• Oversight of restrictive practices in line with NDIS and legal requirements
• Developing and coordinating complex behaviour support plans
• Systemic barrier resolution to access essential services
• Legal and justice system coordination for participant matters
• Cross-sector collaboration (e.g., mental health + Specialist Disability Accommodation)
• Transition planning from hospital to home or between services
• SIL/SDA assessment coordination with relevant professionals

6. Roles and Professional Boundaries

• Core duties and scope of practice for support coordinators
• Avoiding conflicts of interest and maintaining impartiality
• Collaboration with participants, carers, and service providers
• Record-keeping and documentation standards for accountability

7. Responsibilities Across All Levels

• Promoting participant choice, dignity, and self-determination
• Supporting inclusion in community and economic life
• Monitoring service quality and participant outcomes
• Adhering to the NDIS Code of Conduct and Practice Standards

8. Participant-Centred Practices in Support Coordination

8.1. Capacity Building Strategies

• Supported decision-making models for participant empowerment
• Plan nominee processes and requirements
• Independent advocate referrals for unbiased representation
• Transitional skill development to promote independence
• Level-to-level transition planning for capacity building
• Self-management readiness assessments to evaluate participant skills

8.2. Crisis & Risk Management

• Emergency protocols and escalation pathways
• After-hours support boundaries and participant safety
• Mental health crisis referrals and appropriate interventions
• Risk mitigation planning for ongoing service delivery
• Home visit risk assessments for safety and security
• SIL/SDA safety audits for compliance and participant well-being

8.3. Cultural Safety Protocols

• First Nations engagement strategies
• Inclusion of kinship networks in planning and delivery
• Trauma-informed approaches for participants with lived trauma
• CALD participant considerations in service planning
• Interpreter guidelines for effective communication
• Culturally-specific service linkages to community organisations

9. Working with Participants

• Building trust and maintaining positive working relationships
• Supporting participants with psychosocial disability
• Adapting communication for complex or high-support needs

10. Coordination with Other Service Systems

• Navigating cross-sector systems: health, housing, justice, education
• Strategies for effective inter-agency collaboration
• Escalating systemic barriers for resolution

11. Reporting and Accountability

• NDIA reporting requirements by level of coordination
• Critical incident and risk reporting protocols
• Budget tracking and expenditure reporting
• Preparing evidence for plan reviews and reassessments

12. Quality Assurance in Support Coordination

• Embedding continuous improvement processes
• Conducting internal quality checks and audits
• Using participant feedback for service refinement

13. Ethical and Legal Responsibilities

• Understanding duty of care obligations
• Managing confidentiality and privacy under the NDIS
• Responding ethically to conflicts of interest

14. Case Studies and Practical Applications

·       Level 1 – Support Connection

·       Level 2 – Coordination of Supports

·       Level 3 – Specialist Support Coordination

15. Continuous Improvement in Support Coordination

·       Embedding Continuous Improvement Processes

·       Conducting Internal Quality Checks and Audits

·       Using Participant Feedback for Service Refinement

COURSE DURATION:

The typical duration of this course is approximately 2-3 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”.