Ever wondered what a Support Coordinator does on a day-to-day basis? It’s a role that has a broad range of tasks included, and no two days are ever the same. Support Coordination combines planning, problem-solving, capacity building, and self-advocacy skill development, along with a fair amount of flexibility and adaptation.
Behind the scenes, Support Coordinators are the people who help make sense of the NDIS for its participants. They don’t just decode line items and chase providers, but also plan, check in, and keep things moving.
We asked one of our Support Coordinators to share what a “typical” day looks like. Here’s what they had to say.
8:45 AM – Inbox + Coffee
I start my day with emails. Prioritising urgent requests, chasing up yesterday’s tasks, and checking if anyone’s responded to the referral I sent last week. The inbox often sets the tone for the rest of the day.
A few pings in our team’s Google Chat. A quick Google Meet call with a colleague. A phone call from a support worker asking for clarification on transport funding for their participant. I jot it down and flag it for follow-up.
9:30 AM – Prepping for a home visit
Most of our work is remote, including phone calls, emails, and video calls. However, this week I have a home visit booked, so I spend some time this morning getting ready.
I review recent case notes, check where we left off, and set a rough agenda. I glance at the last budget statement to see how funding is tracking and send a quick message to the care team to see if there’s anything they want me to raise. It’s always a bit of a juggle, but having a structured process helps.
Midway through prep, the phone rings; it’s a parent in tears over a provider cancellation. I pause and talk it through. We make a plan together.
11:00 AM – Mid-morning momentum
Between meetings and phone calls, I try to work on some future planning. Even though we’re only halfway through the year, transitions like starting or leaving school require time and preparation for NDIS participants — so I like to start early to ensure no one is left scrambling at the end of the year.
One young participant is transitioning from early childhood supports to mainstream school next year, so I start drafting a referral and check if the current therapy team will stay involved.
Another participant will be finishing high school. I pull up their goals and start mapping out next steps: job programs? Supported employment? A new mentoring provider? This is where things can fall through the cracks — so I try to look ahead, and get all my ducks in a row for my next meeting with them and their parents. Even if I don’t have all the answers yet, I can still present them with options and suggestions, based on their plan and goals.
Then: new email. A cancellation for an upcoming allied health appointment. I check the provider’s capacity and then contact the client to suggest an alternative provider. Calendar shuffle. Email sent.
12:15 PM – Stepping away
Ideally, I try to take at least half an hour out of my day for lunch. I grab a bowl of last night’s leftovers and head out to the backyard. I throw the ball for my dog a few times, then find a sunny patch of grass, and sit. No phone, no laptop. Just space to think, breathe, and reset. Even half an hour away from the screen makes a difference.
1:00 PM – Case team meeting (CTM)
Back at my desk, refreshed and ready for the afternoon, I log back into my computer.
CTMs are one of my favourite parts of the job. Everyone in one place (virtually, usually), all working towards the same thing.
Of course, someone’s audio isn’t working. We troubleshoot, keep moving. Afterward, I send out a summary email – who’s doing what, by when – and follow up with anyone who needs a little nudge.
A participant texts during the meeting; they’ve lost their key support worker. I note it down. Another fire to gently contain this afternoon.
2:30 PM – Budget check-ins + referrals
Back at my desk, I review a few budgets. Someone’s underspending in Core. I flag it to talk through in our next call. Another participant needs a referral for a speech assessment. I’ve already spoken to the provider, so now it’s just a matter of paperwork.
A care agency emails with an overdue service agreement. I pause my report, chase the missing document, and loop in the participant’s nominee to get it signed off.
I make a note to follow up on a report from last year; it had some solid recommendations that haven’t been actioned yet. The participant is ready to begin actioning the recommendations, so it’s time to get the ball rolling.
4:00 PM – Scouting for new supports
I set aside time each week to explore new providers, especially ones doing something different or community-based. You never know what might be a perfect fit until you find it.
Before logging off, I set up tomorrow’s task list, make sure I’ve logged and completed all my case notes, and do a final check that every email I started during the day has actually been sent. Nothing worse than being sure you’ve followed up, only to find something languishing in your drafts folder the next morning.
Phone buzzes again, this time a participant’s dad is asking about travel reimbursements. Quick check, quick reply, logged and done.
End of Day Thoughts
No two days are the same, and honestly, that’s what I love about this role. Some days I’m deep in systems, others I’m out in community. In between: messages, meetings, follow-ups and the occasional curveball.
But always, it comes back to this: helping people make their plan work for their life.
If you’re navigating the NDIS and wondering if anyone actually understands what all this means – we do. And we’re here to help.
Thinking About Joining Our Team?
This is what Support Coordination can look like. Flexible. Person-led. Purpose-driven.
If you’re a Support Coordinator who wants to do this work well, with a team that values people over productivity, we’d love to hear from you.
