Navigators of Care: The Unsung Role of Support Coordinators

Every NDIS participant deserves more than just a plan, they deserve a trusted guide who understands their goals, challenges, and unique journey.
That guide is often their NDIS support coordinator, someone who helps transform complex funding into meaningful life outcomes while ensuring participants feel supported every step of the way. 

Support coordinators are more than administrators; they are advocates, problem-solvers, and allies who help people with disability navigate systems that can otherwise feel overwhelming. From connecting participants with the right services to empowering them with the confidence to manage their supports, these professionals provide both structure and hope. 

At Kuremara, we work closely with support coordinators across Australia, ensuring participants have access to high-quality, person-centred disability services that align with their goals. Their work is not only about managing plans, it’s about fostering independence, creating opportunities, and building a foundation for long-term wellbeing. 

What Does an NDIS Support Coordinator Do? 

Support coordinators are the navigators of care. Their responsibilities extend far beyond simple referrals. 

Core Responsibilities 

• • Helping participants understand and implement NDIS plans 

• • Connecting with community and mainstream services (employment, housing, therapies) 

• • Building decision-making confidence and fostering independence 

• • Monitoring service delivery and aligning supports with participant goals 

• • Crisis planning and ensuring resilience during transitions 

“Support coordinators are not just administrators, they are advocates, mentors, and problem-solvers.” 

Registered vs Unregistered Support Coordinators 

Not all support coordinators in the NDIS are the same. One of the most important distinctions participants (and families) should understand is whether their support coordinator is NDIS registered or unregistered. 

* Registered Support Coordinators 

• • Must meet the NDIS Quality and Safeguards Commission standards. 

• • Go through audits, compliance checks, and reporting obligations to ensure high-quality and safe services. 

• • Can be engaged by all participants, including those with NDIA-managed funding. 

• • Offer participants and families greater assurance of accountability, safety, and transparency. 

* Unregistered Support Coordinators 

• • Do not go through the same level of compliance checks or audits. 

• • Can only be engaged by participants who are self-managed or plan-managed. 

• • May still deliver good services, but the lack of regulatory oversight means there’s less protection if things go wrong.

Why This Matters for Participants 

• According to recent NDIS data, most participants prefer working with registered providers because of the confidence it brings in safety and compliance. 

• For families who want peace of mind, choosing a registered provider (whether for support coordination or disability services) means knowing there are clear safeguards in place. 

Kuremara’s Position 

At Kuremara, while we are not support coordinators ourselves, we are proud to be a registered NDIS provider. This means: 

• We regularly work alongside registered support coordinators to deliver disability services that are safe, effective, and fully compliant. 

• Support coordinators know they can confidently connect participants to our services, ranging from Supported Independent Living (SIL) and Short-Term Accommodation (STA) to community support and transport, knowing that everything meets the required NDIS standards. 

By partnering with registered providers like Kuremara, support coordinators ensure participants receive the highest standard of care, tailored to their goals and circumstances. 

Levels of Support Coordination 

The NDIS recognises three distinct levels of support coordination, each tailored to the unique needs of participants. Understanding these levels helps participants, families, and providers like Kuremara see how support coordination fits into the bigger picture of achieving life goals. 

1. Support Connection (Level 1)

This is the entry-level form of support coordination, designed to give participants a gentle introduction to their NDIS plan. 

• • • Coordinators assist in linking participants with informal supports such as family, community groups, and mainstream services. 

• • • The goal is to increase confidence and familiarity with the NDIS system without overwhelming the participant. 

• • • It works best for people who are relatively independent but benefit from extra guidance at the start of their journey. 

2. Coordination of Supports (Level 2)

This is the most common level of support coordination, offering a more hands-on and structured approach. 

• • • Coordinators work alongside participants to design a support network, bringing together both formal and informal services. 

• • • They help participants build capacity, teaching them to take more control over their plan and make informed choices. 

• • • This level is particularly valuable for people who need a balance of guidance and independence. 

• • • It also includes monitoring services, tracking progress, and resolving any challenges that arise with providers. 

For registered NDIS providers like Kuremara, this is where collaboration is strongest, support coordinators often connect participants to our services such as SIL accommodation, STA, in-home care, and community supports, ensuring goals are met holistically. 

3. Specialist Support Coordination (Level 3)

This is the highest and most intensive level of support coordination, reserved for participants with very complex needs or high-risk circumstances. 

• • • Coordinators in this category are usually highly qualified and experienced in managing multi-agency supports. 

• • • They often step in during situations involving significant barriers, such as complex health needs, safeguarding concerns, or housing crises. 

• • • Specialist support coordinators create stability in high-pressure environments, ensuring the participant’s plan is not only implemented but remains safe and sustainable. 

• • • They act as a point of accountability across multiple providers, ensuring services don’t overlap or leave gaps that might disadvantage the participant. 

Why These Levels Matter 

Each level of support coordination reflects a different degree of assistance, flexibility, and responsibility. Not every participant requires all levels, but having them available ensures the NDIS can adapt to a wide spectrum of needs. 

At Kuremara, while we don’t provide coordination directly, we work hand in hand with coordinators across all three levels from introductory connections through to complex case management. This partnership ensures participants always have access to safe, reliable, and high-quality services tailored to their personal journey. 

NDIS Support Coordinator vs Plan Manager 

It’s common to confuse these two roles. Here’s how they differ: 

Both are vital, but support coordinators are the strategic partners who ensure the plan leads to real-life results. 

Why Support Coordinators Are Vital for Participants (and How Kuremara Works Alongside Them) 

Not every participant automatically has a support coordinator included in their NDIS plan, but for those who do, the benefits are significant. 

• Support coordinators help participants navigate the NDIS, ensuring their plan funding translates into meaningful outcomes. 

• They ensure supports are well-coordinated, safe, and goal-driven.

• By working with NDIS-registered providers like Kuremara, support coordinators can connect participants with trusted services that meet the highest compliance and quality standards. 

In early 2023, around 45% of active NDIS participants had support coordination included in their plans. Of these, 85% of services were linked to registered providers, underscoring the importance of providers and coordinators working together to deliver safe, accountable, and effective support.

At Kuremara, while we are not support coordinators ourselves, we play a crucial role in collaborating with them to ensure participants can access the right mix of disability services, from Supported Independent Living (SIL) to Short-Term Accommodation (STA), community participation, and more. 

How Participants Engage with Support Coordinators 

The Process 

a. Selection: Participants nominate a coordinator during plan design or review. 

b. Request for Service: Formal confirmation is submitted. 

c. Service Agreement: Outlines roles, responsibilities, and mutual expectations. 

d. Ongoing Reviews: Coordinators provide progress updates, identify risks, and adjust supports. 

Kuremara ensures every agreement is transparent, personalised, and aligned with individual goals. 

Changing Support Coordinators 

Sometimes participants may choose to switch providers. Here’s what the process looks like: 

• A notice period is issued as per the service agreement.

• A handover report is prepared, capturing progress, goals, and any risks. 

• Services are transitioned smoothly to ensure continuity of care.

At Kuremara, we handle these transitions with dignity and respect, keeping participant wellbeing central. 

The Workforce Reality 

The support coordination workforce faces growing pressures: 

• 63% of workers have left, plan to leave, or are considering leaving the sector. 

• 71% say shortages are already impacting service quality. 

• 62% report experiencing burnout.
  (Source: Health Services Union, 2024) 

This highlights why providers like Kuremara invest in staff wellbeing, training, and support because quality care starts with a supported workforce. 

The Future: From Support Coordinators to Navigators 

The NDIS is evolving. Following the 2023 NDIS Review, “navigators” will gradually replace traditional support coordinators. 

1. Types of Navigators Proposed 

• • General Navigators: Provide broad support and system guidance. 

• • Specialist Navigators: Focus on complex areas like psychosocial recovery, housing, or employment. 

• • Lead Practitioners: Drive case planning for individuals with high support needs. 

2. Design Principles 

• • Locally based and participant-led 

• • Independent of service providers 

• • Funded outside participant plans for greater equity 

3. Timeline 

The transition to navigators will be phased from 2025 to 2026, with ongoing co-design to ensure community voices are heard. 

Conclusion 

Support coordinators are the unsung navigators of the NDIS journey. They turn funding into empowerment, plans into independence, and challenges into opportunities. 

At Kuremara, our role as a registered NDIS provider is to partner with support coordinators, participants, and families delivering the services that make NDIS plans come alive. Together, we ensure participants always feel supported, safe, and empowered.