What does a support coordinator do each day? How do they support you? And what makes a good support coordinator? We asked Claudia, one of our support coordinators in Victoria, to run us through a typical work day as she supports her customers.

“It often requires some thinking outside of the box, but it’s very rewarding to know you’re playing a part in helping someone bring their NDIS plan to life.” - Claudia, Support Coordinator

8:00am - Morning housekeeping

What does a support coordinator do? Well, I can tell you no two days are ever the same. That's why, I start each morning looking at my calendar, so I know exactly what's in store for the day.

On this particular day, I’ve just finished checking my inbox when I get a call from the carer of one of my customers, Barbara. She’s waiting on some continence products, but there’s a problem with her account that’s holding up the delivery. I contact the supplier to get to the bottom of things and it turns out some of Barbara’s details were incorrect in their system – an easy fix! Barbara can now expect her delivery in a couple of days, so I call her carer to let her know the problem has been resolved.

10:00am - Meeting a customer

I have a meeting with of my customers, Michael, to discuss his upcoming plan review and how he can make sure things go as smoothly as possible. We go through his current NDIS plan together and look at which goals he’s achieved and which goals still need work. Then we start talking about any new goals he has and which supports might help him achieve them. It’s a productive meeting and Michael leaves feeling much more prepared and confident about his plan review.

12:00pm - Keeping in touch

When I get back to my desk, I email Michael a summary of everything we spoke about during our catchup with a clear list of next steps. Because the National Disability Insurance Scheme can be so complex and meetings tend to cover a lot of different topics, these summary notes help make sure everyone’s on the same page.

1:00pm  - Lunch with colleagues

Time to recharge and have lunch! I love to eat with colleagues because it gives us time to catch up and talk about things that are happening at Plan Partners and within the industry. If we’re not in the office, we’ll sometimes video call each other for a chat.

1:30pm - Organising a plan review

With lunch finished, I contact some of Michael’s service providers and ask them to send me some information on the supports they’ve been providing and how they’ll be able to support him in achieving his new goals. Evidence like this can go a long way to ensuring a plan review meeting is a success, so it’s great that these service providers are eager to help and send me everything Michael needs.

2:30pm - Video call

I have a zoom meeting with one of my customers, Kylie, who is halfway through her plan and would like to explore some additional supports to help her achieve her goals. We discuss her achievements so far and some of the areas that she’s finding challenging. Afterwards, I suggest some providers that will be able to mentor and support her. A big part of my job is coming up with solutions to issues my customers are facing in their lives. It often requires some thinking outside of the box, but it’s very rewarding to know you’ve played a part in helping someone bring their NDIS plan to life.

3:30pm - Meeting a service provider

This afternoon, some of the support coordination team and I are heading to a “meet the service providers” event. Because we’re regularly recommending service providers to customers, we need to have a good understanding of what they offer, which areas their service is available in, and what they’re like as a business. These events are a great opportunity for us to introduce Plan Partners and what we can offer their customers, as well as ask them any questions we might have. There’s so many incredible service providers out there – both big and small – so it’s always nice to meet them and hear about the great work they’re doing.

5:00pm - Home time

After giving my email one final check, to see if there's anything else I can do to assist my customers, I head home. Another challenging but rewarding day done. 

And that's what a good support coordinator does each day!