How to Start an NDIS Support Coordination Business

Support coordination is one of the most rewarding -- and most in-demand -- roles in the NDIS ecosystem. With over 600,000 NDIS participants and growing, there is strong demand for skilled coordinators who can help people navigate the system and get the most from their plans.

If you are considering starting your own support coordination business, this guide walks you through every step from qualifications to finding your first participants.

Step 1: Understand What Support Coordination Involves

Before committing, make sure you understand what the role entails day-to-day. Support coordinators:

• Help participants understand and implement their NDIS plans
• Connect participants with service providers
• Monitor service delivery and resolve issues
• Prepare reports for plan reviews
• Manage crises and urgent situations
• Advocate for participants' needs
• Maintain detailed case notes and compliance records

The role is part case management, part advocacy, part administration, and part relationship management. It requires strong communication skills, empathy, organisational ability, and a good understanding of the NDIS framework.

Step 2: Check Your Qualifications

There is no single mandatory qualification for support coordination, but the NDIS Practice Standards require that you have the skills, qualifications, and experience appropriate to the supports you deliver. In practice, most support coordinators have:

• A relevant degree: Social work, community services, disability studies, psychology, occupational therapy, or nursing are the most common backgrounds
• Relevant experience: Most successful coordinators have at least 2-3 years of experience in the disability sector, community services, or a related field
• Knowledge of the NDIS: You need a thorough understanding of the NDIS Act, the Price Guide, plan categories, and the participant pathway

For Specialist Support Coordination (Level 3), you will typically need postgraduate qualifications and extensive experience working with complex client groups.

Recommended training:

• NDIS Worker Orientation Module (free, from the NDIS Quality and Safeguards Commission)
• NDIS Worker Screening Check (mandatory in most states)
• First Aid and CPR certificate
• Working with Children Check (if supporting participants under 18)
• Any relevant professional registration (e.g. AASW for social workers, AHPRA for allied health)

Step 3: Set Up Your Business Structure

You have several options for your business structure. The right choice depends on your risk tolerance, tax situation, and growth plans.

• Sole trader: Simplest to set up, lowest cost, but you are personally liable for business debts. Suitable for solo coordinators just starting out.
• Company (Pty Ltd): Provides limited liability protection but involves more compliance obligations and costs (company registration, ASIC fees, separate tax returns). Recommended if you plan to grow or take on employees.
• Partnership: If starting with a business partner, a formal partnership agreement is essential. Consider a company structure instead for liability protection.

Regardless of structure, you will need:

• An Australian Business Number (ABN)
• GST registration (if turnover exceeds $75,000, though NDIS services are GST-free)
• A business bank account
• An accounting system (Xero or MYOB are popular choices)

Step 4: NDIS Provider Registration

This is the most important and time-consuming step. To deliver support coordination, you must be a registered NDIS provider. The registration process involves:

4.1 Apply through the NDIS Commission

Submit your application through the NDIS Quality and Safeguards Commission portal. You will need to select the registration groups relevant to support coordination.

4.2 Complete a Quality Audit

New providers must undergo a certification audit against the NDIS Practice Standards. For support coordination, this typically involves:

• Demonstrating you have appropriate governance and operational management
• Showing your policies and procedures meet the Practice Standards
• Evidence of a complaints management system
• Incident management procedures
• Risk management framework
• Human resource management (even if you are the only employee)

You will need to engage an NDIS-approved quality auditor. Costs typically range from $3,000 to $8,000 depending on the scope of your registration.

4.3 Prepare Your Policies

You will need documented policies and procedures covering:

• Code of conduct
• Complaints and feedback
• Incident management and reporting
• Risk management
• Privacy and information management
• Continuity of supports
• Conflict of interest
• Worker screening

There are template policy kits available from various disability sector organisations. Having a consultant review your policies before the audit is money well spent.

4.4 Timeline

The registration process typically takes 3-6 months from application to approval. Plan accordingly and do not quit your current role until you have received your registration confirmation.

Step 5: Get Your Insurance

You will need several types of insurance:

• Professional indemnity insurance: Covers you for claims arising from your professional advice or services. This is essential for support coordinators. Expect to pay $1,500-$3,000 per year as a sole coordinator.
• Public liability insurance: Covers injury to third parties or damage to their property. Typically $5-$10 million coverage. Often bundled with professional indemnity.
• Workers' compensation: Mandatory if you have employees (requirements vary by state).
• Cyber insurance: Increasingly important as you will be handling sensitive personal information. Covers data breaches and cyber incidents.

Shop around and use an insurance broker who understands the NDIS sector. Some professional associations (e.g. AASW) offer group insurance schemes at reduced rates.

Step 6: Set Up Your Systems

Having the right systems from day one saves enormous time and prevents compliance headaches down the track. At minimum, you need:

Practice Management Software

This is your most important tool. Your software should handle:

• Participant records and plan management
• Case note templates (SOAP, BIRP, DAP)
• Time tracking and billing
• Goal tracking
• Document storage
• Invoicing (NDIS-compliant)
• Reporting

Communication Tools

• A dedicated business phone number (do not use your personal number)
• A professional email address (yourname@yourbusiness.com.au)
• A secure messaging option for communicating with participants

Financial Systems

• Accounting software (Xero integrates well with most NDIS practice management tools)
• A process for reconciling invoices with NDIS payments
• A system for tracking GST, BAS, and tax obligations

Step 7: Find Your First Participants

This is where many new coordinators get stuck. You have your registration, your insurance, and your systems -- but how do you actually get participants?

Local Area Coordinators (LACs)

Build relationships with LACs in your area. They are often the first point of contact for participants who need support coordination and can refer participants to you. Introduce yourself, explain your specialisation, and provide your contact details.

Allied Health Providers

OTs, physiotherapists, psychologists, and speech pathologists often work with participants who need support coordination. Build a referral network with local allied health providers.

Community Organisations

Disability advocacy organisations, community health centres, and local councils can be excellent referral sources. Attend community events and offer to present on NDIS topics.

Online Presence

• Create a simple, professional website explaining your services
• Register on the NDIS Provider Finder
• Set up a Google Business Profile for local search visibility
• Consider a Facebook page for community engagement

Specialisation

Consider specialising in a particular disability type, age group, or geographic area. Specialists attract referrals because they develop deep expertise. For example, you might focus on psychosocial disability, complex needs, transition to adulthood, or a specific cultural community.

Step 8: Set Your Pricing and Billing

Your pricing is set by the NDIS Pricing Arrangements -- you cannot charge more than the maximum hourly rate for your coordination level. However, you can charge less. Key decisions:

• Charge the maximum rate or below? Most coordinators charge the maximum rate. There is no competitive advantage to undercharging, and it undervalues the profession.
• Invoice frequency: Fortnightly or monthly is standard. Establish this in your service agreement with each participant.
• Payment terms: Plan-managed participants are paid through their plan manager (allow 7-14 days). Agency-managed participants are paid by the NDIA through the provider portal.

Financial Viability: What to Expect

A solo Level 2 support coordinator billing at $100.14/hour can expect:

• Caseload: 25-35 participants is typical for a full-time coordinator
• Billable hours: Realistically, 25-30 hours per week are billable (the remainder is spent on non-billable admin, marketing, and professional development)
• Annual revenue: At 27 billable hours/week for 48 weeks: approximately $130,000 - $145,000
• Operating costs: Insurance ($3,000-$5,000), software ($350-$600/year), phone and internet ($1,200-$2,000), professional development ($1,000-$2,000), accounting ($2,000-$4,000), and misc ($2,000-$3,000)
• Net income: $115,000-$130,000 before tax for a well-run solo practice

These figures improve as you become more efficient. Experienced coordinators who use good software and have established processes can achieve higher billable-to-total ratios.

Get Started with the Right Software

CordoCare is designed specifically for new and growing support coordination practices. It includes everything you need from day one: participant management, case notes, time tracking, invoicing, goal tracking, and reporting. The AI features help you work faster so you can spend more time with participants and less time on paperwork.