Finding the right support coordinator isn’t just about checking qualifications or years of experience. A good fit can mean the difference between an NDIS plan that sits untouched and one that helps you move forward. Yet most people don’t ask the questions that really matter — the ones that reveal whether someone will actually support you in a way that works for your life.
Here are 8 practical questions to ask before choosing your support coordinator.
Some coordinators take on too many participants, and it shows — delayed responses, rushed calls, and little follow-up. Ask how many participants they currently support. Ask how often they typically check in, and whether they offer emergency contact options. If you're in a complex situation, such as needing urgent housing or frequent plan reviews, you’ll need someone responsive and consistent.
At United Foundation, Constantly review our coordinator workloads to protect time for meaningful support. You’re not just a file in a system.
Experience matters, but it’s the type of experience that counts. Someone might have five years of support coordination, but if they've only ever worked with physical disabilities, they may not be the best fit for someone with complex psychosocial needs.
If your situation involves mental health recovery, behavioural support, justice system involvement, or trauma history — ask about that directly. “Have you supported participants who’ve needed crisis accommodation?” is a more useful question than “How long have you been doing this?”
There will be moments where something falls through — a provider cancels, a plan underfunds, or the system simply doesn’t make sense. Ask your coordinator how they’ve handled these situations in the past. Do they go quiet and hope it fixes itself? Or do they take action and help you work through it?
Look for problem-solvers, not people who just "refer on."
You don’t need a support coordinator from the same background as you, but you do need someone who respects it. If English isn’t your first language, or if you come from a cultural background where disability or mental health is viewed differently, ask how they’ve worked with similar families or communities.
At United Foundation, many of our team members speak multiple languages and come from culturally diverse backgrounds. We also provide cultural training to ensure our coordinators support people in a way that’s respectful and informed.
A good support coordinator can take the mess of NDIS jargon and turn it into something you can actually use. Ask them to explain what’s in your plan and how it can help you — not in NDIS-speak, but in your language.
If they sound like a bureaucrat, or if you feel more confused after speaking with them, that’s a red flag. You should feel clearer, more in control — not lost in acronyms.
Some coordinators take over everything. Others do nothing and expect you to figure it out. But the best ones meet you where you’re at. Whether you want full control or step-by-step guidance, your coordinator should adjust their support to suit you.
Ask: “How do you support someone who wants to be more independent with their plan over time?” Their answer will tell you a lot.
The best outcomes often come when your support coordinator works closely with your broader support network — your therapist, GP, support workers, housing provider or recovery coach. Ask how they manage communication between all the pieces. Do they bring people together when needed? Or do they just tick off tasks?
United Foundation’s multidisciplinary coordinators regularly collaborate with providers and services to create joined-up support, especially for people with complex or changing needs.
Word of mouth is powerful. Ask for testimonials or references. Better yet, ask if you can speak to someone who has worked with them before (if appropriate). Online reviews can be helpful too — but look for specific comments, not just “they’re great.”
If your gut feels unsure, there’s probably a reason.
How United Foundation Can Help
At United Foundation, we take support coordination seriously — especially Level 2 support coordination. We don’t just pair you with anyone available. We match you with a coordinator based on your situation, goals, background, and preferences. Whether you’re navigating a complex life change, applying for a housing solution, or just want someone who listens, we’ll make sure you have a support coordinator who’s actually the right fit.
We also have a strong track record working with people with complex psychosocial needs, those exiting hospital or corrections, and people from diverse cultural backgrounds. Our team is made up of people with lived experience of disability and mental health, and we understand how frustrating it can be when the system doesn’t feel human.
Choosing the right support coordinator isn’t just a box to tick. It's about building trust with someone who will be in your corner when things are hard. Don’t settle for someone just because they’re available. Ask the deeper questions — the ones that get to who they really are, and how they show up when things get messy.
If you need help choosing the right support coordinator — or just want someone to talk to about your plan — reach out to us at United Foundation. We’re here to help.
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