Questions to Ask When Selecting a Support Coordinator

Finding the right support coordinator can shape your whole NDIS experience. Whether you’re a parent, carer or young adult managing your own plan, it’s worth taking the time to ask the right questions before partnering with someone. A good fit can help things run smoother, cut confusion, and make sure the support you're getting lines up with your goals. On the flip side, the wrong fit can lead to delays, missed opportunities and a lack of direction.

Support coordinators work closely with participants and their families, so it's not just about ticking boxes. You're looking for someone who really listens, communicates clearly, and understands the local networks across Brisbane. This kind of connection helps build trust and encourages positive, lasting outcomes. Below are a few areas to keep top of mind when considering your options.

Understanding The Role Of A Support Coordinator

Before you can find the right person, you’ve got to understand what a support coordinator actually does. A support coordinator works with you to help you understand and use your NDIS plan. Their job is to connect you to the right services, support you to build your confidence, and help you set achievable goals. They don’t provide the services directly, but they do work with you to make sure the ones you choose actually meet your needs.

For many families, this role is especially helpful when things feel overwhelming, like in the early days of using the NDIS, or when transitioning between schools, leaving home, or adjusting support needs. A good coordinator can help break things down and take a practical step-by-step approach to move things forward.

Support coordinators are different from Local Area Coordinators (LACs), because LACs are usually connected to the NDIS and help with general supports in broader areas. Support coordinators are more tailored, offering ongoing, person-focused support. They can help guide tricky conversations with service providers, organise support rosters, or step in when things aren’t quite right.

If you’re looking in Brisbane, it helps to have someone who knows the area. Familiarity with schools, support services, local community groups and housing options can make a big difference to how your plan works in practice.

Key Qualifications And Experience

You don’t need to be an expert to know what to look for, but asking about qualifications is a smart place to start. Depending on the provider, support coordinators may come from social work, psychology, community services or disability backgrounds. They should have a clear understanding of how the NDIS works and what options are available across Brisbane.

Here are a few helpful questions you might ask:

- What’s your background, and how long have you worked as a support coordinator?

- Do you have experience working with clients with similar goals or support needs to ours?

- How do you stay up to date with changes in NDIS policy and local services?

- Can you share examples of challenges you've helped people work through?

It’s also worth asking if they’ve supported young people or families before, and what their approach to communication is like. Everyone works differently, and the right coordinator will be happy to explain their process, how they manage updates, and how often they check in.

Start by trusting your instincts as well. If something feels rushed or unclear during an initial chat, it might be a sign to keep looking. Clear communication and mutual respect go a long way when you're building this kind of working relationship.

Personalised Approach And Communication

Support coordination works best when there's a genuine connection. Everyone communicates differently, and finding someone who fits your style can make the process more comfortable and effective. Whether you prefer weekly phone check-ins, quick texts, or email updates, it's worth asking how they usually stay in touch.

Think about how they involve you in the planning process. A great support coordinator won’t just take over — they’ll make space for your opinions, questions and feedback. If you're supporting a teenager, for example, you might want someone who knows how to balance growing independence with family involvement.

Here are some questions to consider:

- How often will we have regular contact?

- What’s your preferred way to communicate with families?

- How do you involve participants in their own planning and decision-making?

Clear expectations around communication can help prevent misunderstandings later. Some families even work with the coordinator to set up a short follow-up plan — just to keep things transparent from the start.

Local Knowledge And Community Connections

Hiring someone with local knowledge in Brisbane brings real value to the table. A coordinator who knows the area can give tailored advice, introduce you to less-known services, and offer personal insights no online search could match. This matters most when you're figuring out social programs, local respite services, or providers for therapy, education or in-home support.

Ask for examples to get a feel for their level of community connection:

- Are you familiar with services in our area across Brisbane?

- Can you share examples of local organisations you often work with?

- Do you help participants connect with peer and social groups?

A well-connected coordinator might give examples like helping someone join an all-abilities soccer team in Indooroopilly, arranging youth mentoring near Red Hill, or accessing arts therapy in Chermside. These lived examples can give families confidence that the coordinator isn’t just working behind a desk — they’re out there and actively connected.

Planning For The Future

A good coordinator will support both the here-and-now and what’s ahead. Your needs or your child’s needs may shift over time, whether it’s moving into a new stage of life, trying a fresh support setup or setting updated goals. A strong plan should be flexible, revisited regularly, and shaped by progress.

When speaking with a potential support coordinator, ask how they handle future planning. They should be able to guide you through changes and know how to prepare for bigger transitions — like housing changes, schooling transitions or upgrading skill development goals.

Some helpful conversations might include:

- How do you support long-term planning alongside present-day needs?

- What’s your experience with plan reviews or reassessments?

- How do you help track ongoing progress?

Person-centred planning should always leave space for future steps, without putting pressure on timelines. Ask about their approach to breaking big goals into small milestones that feel achievable without becoming overwhelming.

Making The Right Choice For Your Needs

Once you’ve spoken with a few coordinators, had your questions answered, and heard some examples of how they work, things tend to become clearer. This person may be supporting multiple aspects of your life or your child’s life, so it's important they feel approachable, capable and trustworthy.

Take pause if something goes ignored or seems too vague early on. At the end of the day, a good fit means open communication, mutual respect and a shared understanding of what matters most to your family or goals.

Use these questions and ideas as a reference, not a one-size-fits-all checklist. Feel free to bring your own priorities into the conversation and be honest about what’s worked well or poorly in the past.

Finding Confidence in Your Choice

Choosing a support coordinator is more about connection than anything else. It's about finding someone who understands where you are now and where you'd like to go. Whether you're building up daily living skills, exploring social opportunities, or navigating transitions, the right person will help guide the process at your pace.

Good support coordination should feel uncomplicated, with space for both structure and flexibility. You deserve a coordinator who supports your goals, connects well with your world, and responds to your evolving needs.

Taking the time to ask solid questions leads to stronger support and greater confidence in the long run. Keep communication open, trust your instincts, and focus on what kind of support truly feels right for you and your family.

Selecting the right coordinator is an important step in shaping your NDIS experience, especially when you're looking for someone who truly understands your local area and personal goals. At Horizons Support Network, we offer a tailored, relationship-focused approach that puts the needs of participants and their families first. We are NOT support coordinators, but we can definitely steer you in the right direction to one!

If you're looking for a disability support coordinator in Brisbane who can help you connect with the right services while building confidence and independence, we’d love to support your journey.