What Do I Do When My Support Coordinator Isn’t Doing Their Job?

Navigating the NDIS system can feel overwhelming, and a reliable, proactive Support Coordinator is critical to ensuring you receive the funding, services, and advocacy you need to thrive. Unfortunately, not all Support Coordinators meet expectations.

As someone who has worked closely with clients and other coordinators, I’ve seen the impact of inadequate support. Missed opportunities, unresolved issues, and poor advocacy leave participants feeling frustrated and unsupported.

But here’s the good news: you have options.

Empower Yourself: Signs Your Support Coordinator Isn’t Doing Their Job

Support Coordinators should be your advocate, helping you manage your NDIS plan, connect with services, and adapt to changes. It might be time to act if your Support Coordinator:

• Takes a passive approach instead of advocating for your needs
• Is unresponsive or inconsistent in communication
• Fails to help you explore funding or service options
• Ignores issues with your services or plan
  

Steps to Take If You’re Unsatisfied

1. Communicate Your Concerns

Start by discussing your concerns directly with your Support Coordinator. Explain where you feel support has fallen short and allow them to improve.

2. Request a New Support Coordinator

If your concerns aren’t addressed, you can request a new coordinator through the NDIA or your plan manager:

• NDIA-Managed Plans: Contact the NDIA through their portal, hotline, or your local area coordinator (LAC).
• Plan-Managed Plans: Your plan manager can guide you through the process or help identify alternatives.
• Self-Managed Plans: If you manage your plan, you can choose a new coordinator without involving the NDIA.

3. Seek Advocacy Support

Advocacy organisations can help you navigate the NDIS system, ensure your needs are met, and support you in taking necessary action.

How to Make a Complaint About a Support Coordinator

People with disability have the right to complain about the support and services they receive. If you feel your Support Coordinator isn’t meeting expectations, you can make a complaint.

Steps to Make a Complaint

1. Talk to your provider: If you feel comfortable, discuss your concerns directly with your Support Coordinator or their organisation. Open communication can resolve many issues.
2. Make a complaint to the NDIS Commission: If talking to your provider doesn’t resolve the issue, you can lodge a formal complaint with the NDIS Commission.

How to Contact the NDIS Commission

• Online Form: Complete the NDIS Commission complaint form.
• Call 1800 035 544 (free call from landlines) or TTY 133 677. Interpreters can be arranged.
• National Relay Service: Ask for 1800 035 544.

The NDIS Commission’s Contact Centre is open Monday to Friday, 9:00 AM to 6:30 PM AEDT (closed on public holidays).

What You’ll Need to Provide

• Who and what is your complaint about
• What happened when you contacted the provider
• What do you think should happen to resolve the complaint

You can remain anonymous, which may make it more difficult for the Commission to assess and resolve your complaint.

Types of Complaints the NDIS Commission Handles

The NDIS Commission investigates complaints about:

• Services provided in an unsafe or inappropriate manner
• Poor service delivery
• Issues like unfair pricing or poor treatment

Complaints about NDIA decisions (such as access to the NDIS or participant plans) should be directed to the NDIA instead.

Support Coordination for Coordinators

Just as participants need reliable support, Support Coordinators often need guidance to manage their demanding roles. That’s why we offer specialised Brokerage Services for Support Coordinators across Greater Melbourne.

How Our Brokerage Services Help Coordinators Thrive:

• Essential Tools: Access real-time invoicing, templates, and CRM systems.
• Ongoing Training: Build expertise with guidance from senior practitioners.
• Compliance and Onboarding Support: Navigate NDIS requirements with confidence.
• Specialised Support for Complex Needs: Handle Level 3 coordination, including mental health and SIL participants.

By managing behind-the-scenes complexities, we help coordinators focus on delivering exceptional participant care.

Why Choose Hand-in-Hand Support Coordination?

Whether you’re a participant seeking better support or a coordinator needing assistance, we’re here to help.

What Makes Us Different?

• Advocacy You Can Rely On: We fight for your needs and ensure you get the services you deserve.
• Tailored Support: Every plan is customised to your goals and circumstances.
• Ongoing Involvement: We stay engaged to ensure services are effective and impactful.

Let’s Work Together

If you’re feeling let down by your current Support Coordinator in Melbourne or need help as a coordinator, Hand-in-Hand Support Coordination is here for you. Contact us today to discover how we can confidently help you navigate the NDIS and achieve your goals.