Support
coordination.

Support coordination, specialist support coordination and plan management: what's the difference

These supports have similar names but do different jobs. You can have a support coordinator and a plan manager at the same time.

• Support coordination (Level 2): helps you build the skills and confidence to direct your own supports. Your coordinator helps you understand your plan, connect with providers and services, and keep everything working together.
• Specialist support coordination (Level 3): a higher level for people with complex needs or high risks in their situation. It is delivered by a qualified practitioner, such as a psychologist, occupational therapist or social worker, and aims to reduce complexity and help resolve crises.
• Plan management: a plan manager pays your providers and keeps your financial records. A plan manager does not find or arrange your supports.
• Support connection (Level 1): a lighter level that helps you understand your plan and connect with services. Some people get this kind of help from a local area coordinator instead.

Our conflict of interest commitment

Heart for Care also provides other NDIS supports, such as personal care and community participation. That creates a conflict of interest when we are also your support coordinator. The NDIA expects providers to be open about this and manage it. Here is our commitment to you.

If you are unhappy with how we handle this, you can tell us, or contact the NDIS Commission.

• You can choose any provider for your other supports. You do not have to use Heart for Care.
• Your choice of other providers will not affect the support coordination you get from us.
• When we look at options with you, we always include providers outside Heart for Care.
• If we have an interest in any support option, we tell you before you decide.

How support coordination is funded in your NDIS plan

Support coordination comes from the Capacity Building part of your plan, in the Support Coordination category. Newer plans may call it Support Coordination and Psychosocial Recovery Coaches. This funding is stated, which means it can only be used for what your plan describes.

Your plan shows which level of support coordination is funded. Level 3 specialist support coordination must be in your plan before it can be delivered. If it is not in your plan, talk to your my NDIS contact. Whether it is included depends on what the NDIA agrees is reasonable and necessary.

If your plan is NDIA-managed, you must use a registered provider. Heart for Care is a registered NDIS provider.

What to expect when you start

Contact us by phone on 1800 148 857, by email at admin@heartforcare.com.au, or through our online form. It helps to have your NDIS plan with you.

• You tell the NDIA you would like Heart for Care as your support coordinator. The NDIA sends us a request for service, and we accept it if we can support you.
• You complete our intake form, and we talk about your goals and your plan.
• We agree a written service agreement with you before support starts.
• We complete a risk assessment and a support plan with you.
• We check in regularly, review your supports when your needs change, and give the NDIA progress reports on how your plan is working.