Support coordination: Lessons from the trenches – Question 10

Lessons from the trenches - panel members

• Miranda Purchase (MP) – Support Coordinator, MP Coordination
• Veronica Santomingo (VS) – Support Coordinator, Richmond Fellowship Queensland
• Aylin Taylor (AT) – Support Coordinator, Tailored Options
• Sue Grier (SG) – Managing Director, Let’s Connect Support Services
• Elizabeth Hickey (EH) – Support Coordinator, AFA Support Coordination
• Hannah Redford (HR) - Support Coordinator, Tulip Coordination
• Sabine Hazlett (SH) – Support Coordinator, Lifestyle Mentor Services
• Zena Dyson (ZD) – Specialist Support Coordinator/Team Leader, Esteem Care Services
• Sera CrichtonAita (SC) – Support Coordinator, Australian Regional & Remote Community Services

If you could tell clients how to get the most out of their relationship with you/other support coordinators, what would you say?

MP – It is your responsibility to increase your capacity to understand/manage NDIA funding and therefore to understand the way service providers (including support coordinators) work.

This Scheme could support you for the rest of your life, leading to improved living, so it is in your own interest to seek a better understanding of the Scheme if you have capacity to do so and not rely on service providers to dictate how your budget is being spent.

VS – Share essential information with your support coordinator so they do not utilise time researching. Answer the phone and engage.

AT – Make sure that your support coordinator is contactable and, if they don’t respond to calls or texts within a certain time, that the support coordinator provides a response that they will get back to them soon or at a specific day and time.

Also, it’s important for support coordinators to maintain regular contact at least once a month for a home visit if they’ve not visited before then.

SG – Make sure you have a support coordinator who knows what they are doing and knows the space, understands budgets and works for you. Make sure they are an excellent communicator, and they focus on communicating with you around all your supports and not on provider focus.

Let them know your expectations as well – set down some rules.

EH – Communicate – let them know what you need, what you are finding frustrating or what is going well. You should feel like you are able to tell your support coordinator almost anything. It is only with a good connection if you can be honest, and honesty is where the best support will come. Let them know about the little niggles or things you are struggling with, and the things that are working well.

Remember, if it isn’t working discuss that and don’t be afraid to change people/providers. I have had both good and bad clients and, in all reality, it has always come down to communication.

HR – It is helpful if participants can give me an overview of what is going on in their life, even if not the details. That way, I can support them to figure out the best way forward.

SH – Honesty.

ZD – Be straight up with me about what you require and what best suits your needs with all your NDIS supports, and I will work quickly to get that done for you.

SC – The NDIS is a support system. You can be linked to many more supports with the NDIS.