Support Coordinators and Local Area Coordinators have similar roles in helping participants implement their NDIS Plans. We offer training, tools and resources that are crafted to the needs of each group.


Introduction to the Support Coordination Pathway (1 day)

This course can be delivered as a standalone one day session that increases the confidence and knowledge of your Support Coordinators.

Detailed orientation to the NDIS (including access and planning processes), with context setting and interpretation of processes
Implementation of a participant’s plan – the role of the Support Coordinator (including scope limitations)
Exploration of the five stages of the Support Coordination Pathway – a visual method of breaking down the complex Support Coordination into easy to understand and navigate elements.
This workshop includes exploration of key NDIS concepts as they apply to the relevant stages of the pathway – eg NDIS Price Guide, Budget Flexibility rules, Service Agreements, Service Bookings etc.

Support Coordination in Practice (2 days)

This course is designed for organisations who have purchased the Support Coordination Toolkit. In this course we use practical, real-world scenarios to explore common practice challenges in Support Coordination, and give workers confidence in applying the SCA Tools.

Applying the Support Coordination Pathway – detailed exploration of on each segment of the Support Coordination Pathway
Support Coordination Tools – detailed modules demonstrating the purpose and use of each tool within the toolkit
Scenario based practice – using the pathway and tools across a range of comprehensive scenarios to build practice confidence
Reflections on common challenges

The one day session above is a pre-requisite for this two day course. The two courses can be delivered together in a three day block, or separately, depending on organisational need.

We ensure each course is tailored to the audience by using relevant scenarios and working with leaders to understand the current organisational context, and to identify and emphasise key messages for the organisation.

If requested, this two day course can provided in train the trainer format, with organisations receiving Facilitator Guides and access to all other resources required to independently facilitate any subsequent sessions required by new appointees.

Support Coordination Academy Toolkit

The toolkit gives users a comprehensive system for delivering Support Coordination service, or the plan implementation part of the LAC role. The processes and tools work together to guide practice and empower participants.

Support Coordination Pathway: Maps and Processes

The Pathway details end-to-end activities across five stages:


Understand community, mainstream and funded supports


Connect with participants


Turn the NDIS Plan into an Action Plan


Link to Supports


Coach, Refine & Review

The Pathway is explained using a high level process map showing key elements across all stages. Each stage is then broken down further with its own detailed process map and detailed activity descriptions.

It’s an essential practice resource for providers and is supported by a number of powerful service delivery tools.

Support Coordination Pathway: Maps and Processes

Community and mainstream mapping template

A structure for teams to identify strengths and areas for improvement in their knowledge of community and mainstream supports

Funded provider strengths template

A structure for Support Coordinators to explore and understand the service offerings and strengths of other funded service providers.

Contact checklist

Supports staff members in the initial contact with a prospective customer, ensuring that crucial information is gathered and key messages are provided.

Projected Support Pattern Calculator

Enables Support Coordinators to quickly develop a plan for how Support Coordination hours will be used across the year, enabling transparency and expectation management with participants.

Plan Unpacking Guide

Guides the Support Coordinator through the process of assisting the participant to understand their plan and for an action plan to be developed.

NDIS Budget Calculator

Makes the process of exploring budget flexibility and support options much simpler for participants and Support Coordinators.

Participant Confidence Scale

Explores participant confidence in a range of domains that form the core of Support Coordination (and plan implementation) success. It also assists the participants to reflect on and understand their progress.

Action Plan Template and Guide

Helps the Support Coordinator and participant agree on and record what actions each will take and ensures Support Coordinators focus on empowering rather than “doing for”.

Choosing Providers Tool

Supports participants to approach, shortlist and evaluate potential providers for funded services. It also provides as a valuable (audit) record that the participant has had genuine choice.

Coaching Toolkit

Includes a number of coaching frameworks that assist Support Coordinators to manage conversations with participants to ensure quality outcomes.

Health Check

The Health Check allows organisations to understand their position in relation to best practice in Support Coordination, quantify their strengths and points of difference, and identify priority areas for development. This product is valuable for both organisations who are just stepping into Support Coordination, or has been delivering it for some time.

To undertake the Health Check, we gather information through Support Coordinator surveys, “secret shopper” style contacts, service delivery documentation review, interviews with key staff, and review of marketing and presentation of the service. We evaluate Health Check against our Support Coordination Performance Framework, which focuses in five areas: NDIS Insight & Confidence, Capacity Building & Participant Outcomes, Efficiency, Value for Money and Sustainability, Alignment with NDIA Expectations and Market Presentation & Messaging.

Organisations undertaking the Health Check will receive a summary of their result in each of the key areas, along with a 50 day Plan that highlights the priority activities or changes required to develop a best practice Support Coordination service. The plan empowers service providers to take prompt and targeted action to improve their service offering.


Coaching and Support

We offer organisations coaching and implementation support packages that can be flexibly used according to the needs of the organisation.

These packages can be used for:

  • assistance with strategy and planning
  • leadership coaching
  • problem solving and advice
  • coaching of team leaders
  • coaching of individual Support Coordinators
  • refresher training
  • targeted support to teams within practice circles or team meetings

Our Coaching and Implementation Support packages range from ten hours to ongoing. We would first work with you to agree on an outline for how to use the hours, and would then adjust this plan in response to emerging needs or priorities.

This support is a great way to support staff confidence, enhance consistency, embed best practice, skill up team leaders, and responsively address any problems or issues that emerge.