Support Coordination was designed and introduced into the NDIS to empower participants, and help them develop the skills and confidence to navigate their supports independently. From day one, Support Coordination has been about capacity building—supporting individuals to take control of their NDIS journey, make informed choices, and self-manage their plans where possible.
But what happens when Support Coordinators take over completely, doing everything for their participants rather than teaching them how to do it themselves? Although often well-intentioned, this behaviour is the opposite of building capacity—it’s building reliance or, even worse, dependency.
Why Support Coordinators Sometimes Do Too Much
It often starts with good intentions. Many Support Coordinators take over tasks to help participants who feel overwhelmed by the complexity of the NDIS. It might feel like a relief for the participant, and for the Support Coordinator, it can feel like they’re being helpful. However, in some cases, this is driven by a saviour complex—where the Support Coordinator feels a personal responsibility to ‘rescue’ the participant from difficulty. While this may come from a place of care, it is ultimately paternalistic, disempowering, and against the purpose of Support Coordination.
Support Coordination exists to help participants build the skills to manage their supports independently, not to create long-term reliance on a professional. When Support Coordinators step in and do everything for a participant, it wastes their funding without delivering clear outcomes and can leave them worse off in the long run. Some common examples include:
- Making all phone calls and sending all emails on behalf of the participant instead of coaching them to do it themselves.
- Choosing providers without participant involvement rather than guiding them through the process of researching and selecting their supports.
- Managing appointments and service agreements without explanation, leaving participants unaware of how to arrange services in the future.
- Handling all plan reassessments and funding requests alone, without including the participant in the reporting, planning or request.
- Organising the purchase and delivery of all consumables for the participant rather than assisting them in learning how to find suppliers, compare prices, and order essential products.
While this might seem like excellent customer service in the short term, it ultimately disempowers the participant and creates a cycle of reliance and dependency that is difficult to break.
When Reliance Becomes a Problem
The biggest issue with fostering dependency is that Support Coordination funding is not guaranteed forever for every participant. Many NDIS participants receive funding for a fixed period to help them develop the skills needed to manage their plan and supports independently. If a participant has relied on their Support Coordinator for everything, what happens when that funding ends? They are left:
- Confused and frustrated, not knowing how to manage their NDIS plan.
- Unable to advocate for their own needs, as they haven’t been coached and encouraged to build self-advocacy skills.
- At risk of service disruptions because they don’t know how to organise their services and supports themselves.
- In a vulnerable position, relying on family members or others to step in may not be sustainable in the long term.
Instead of feeling in control and empowered, they may feel abandoned and overwhelmed when their Support Coordinator can no longer handle things for them.
The Importance of Demonstrating Capacity Building
With the NDIS cracking down on fraud and abuse, Support Coordinators must be able to show how they are building capacity when the participant comes up for a plan reassessment. If a Support Coordinator cannot demonstrate how they have worked towards increasing the participant’s independence and capacity to manage their plan, they may contribute to the participant losing funding or having critical support removed from their plan.
NDIS planners seek clear evidence that Support Coordination is value for money. If participant’s shows no progress towards their goals, or their reliance on their Support Coordinator remains the same year after year, this could jeopardise future funding. To avoid this, Support Coordinators should:
- Keep detailed progress notes that highlight skill-building activities and achievements.
- Document instances where the participant has taken on tasks independently.
- Provide clear examples of improvements in self-advocacy and decision-making.
- Work with the participant to set measurable goals related to their independence and capacity.
Building Skills, Not Dependence
A great Support Coordinator understands that their role is to walk alongside a participant—not lead the way indefinitely. Here’s how Support Coordinators can ensure they are fostering independence instead of dependency:
- Teach, don’t just do – When booking appointments, show the participant how to do it and encourage them to try.
- Encourage small wins – Start with small tasks the participant can manage, like making one phone call or sending one email, and build up from there.
- Provide clear explanations – Break down the NDIS process so they understand how it works.
- Support self-advocacy – Encourage them to speak up in meetings and make choices about providers and services.
- Plan for the future – Work towards when they won’t need Support Coordination, ensuring they have the skills to continue managing their plan.
The Long-Term Impact
Support Coordination is most effective when it builds a participant’s ability to navigate their supports confidently. While taking over tasks might feel helpful in the moment, it does a disservice to the participant in the long run. The goal should always be to build skills, confidence, and independence so participants feel prepared and not powerless when Support Coordination funding ends.
If you feel that your Support Coordinator is doing too much for you instead of helping you gain independence, it’s important to raise this with your provider/their employer. Support Coordinators should always be working towards the right balance between assistance and skill-building, and feedback can help ensure they practice in a way that aligns with the true purpose of their role.
At CoAbility, we believe in true empowerment through capacity building, ensuring every participant we support has the tools to navigate the NDIS with confidence. If you’re looking for a Support Coordinator who prioritises your independence, contact us today!
