Frequently Asked Questions

We understand that navigating the NDIS can sometimes feel confusing. Below are answers to some of the Frequently Asked Questions (FAQs) about Support Coordination, using your NDIS plan, and accessing our services.

If you need more information or have a question that isn’t covered here, please submit an enquiry and our team will be happy to assist.

Understanding Support Coordination

A woman arranging colorful puzzle pieces labeled Services, Community, NDIS Plan, Providers, and Goals.

  • Support Coordination is a service funded through the National Disability Insurance Scheme (NDIS) that helps participants understand and implement their NDIS plan.

    A Support Coordinator works with you to connect with the right services, understand how your funding can be used, and organise supports that help you work toward your goals.

    Their role is also to help you build the skills and confidence needed to manage your supports more independently over time and get the most from your NDIS plan.

    Watch the NDIS explanation video HERE.

  • If you have an NDIS plan, it will include funding for different types of supports to help you achieve your goals, such as in-home support, community participation, or therapy services.

    Not all NDIS participants automatically receive Support Coordination. It must be specifically included in your NDIS plan, usually under the Capacity Building category.

    Support Coordination may be funded if you:

    • Have multiple or complex support needs

    • Are new to the NDIS and need help understanding your plan

    • Need assistance connecting with services and providers

    Your NDIS plan will state whether Support Coordination funding has been included. If it is not currently funded, you can discuss this at your next NDIS plan review.

  • A Support Coordinator can help you connect with a wide range of services funded by the NDIS, including:

    • Allied health supports (occupational therapy, speech therapy, physiotherapy)

    • Support workers and personal care

    • Community participation supports

    • Employment supports

    • Assistive technology

    • Housing and accommodation supports

    • Behaviour support services

    Their role is to help you find providers that suit your needs and goals.

  • Capacity building is about developing your skills and confidence so you can manage your supports more independently.

    Your Support Coordinator may help you:

    • Understand your NDIS plan

    • Learn how to find and engage service providers

    • Build confidence managing appointments and supports

    • Navigate the NDIS system

    Over time, the goal is to increase your ability to manage your supports independently if you choose.

  • Support Coordination helps participants connect with providers and manage their NDIS supports.

    Specialist Support Coordination is designed for participants with more complex needs, such as those experiencing significant barriers to accessing services. It involves a higher level of support, coordination across multiple systems, and risk management.

    The type of coordination you receive will depend on your NDIS plan.

  • Support Coordination and Plan Management are different services.

    Plan Managers help manage the financial side of your NDIS plan, including paying invoices and tracking budgets.

    Support Coordinators help you organise and connect with services, understand your plan, and build your ability to manage supports.

    Many participants choose to have both.

Working with a Support Coordinator

Two people discussing goals written on a whiteboard during a meeting.

  • Yes. A Support Coordinator can help you prepare for your NDIS plan review meeting by:

    • Reviewing how your current supports are working

    • Identifying any gaps in services

    • Gathering reports or feedback from providers

    • Helping you describe your progress and future goals

    This helps ensure your next NDIS plan better reflects your needs.

  • Yes. You can change your Support Coordinator if you feel the service is not the right fit.

    NDIS participants have the right to choose providers that meet their needs and preferences. If you wish to change coordinators, you can discuss the process with your provider or engage a new organisation.

  • Yes. Family members, carers, and trusted supporters can be involved in meetings and planning discussions if you choose.

    Support Coordinators often work collaboratively with families and support networks to ensure the participant receives the right services.

  • Yes. Family members, carers, or trusted representatives can contact us on your behalf if you have given consent.

  • No. Your Support Coordinator may suggest providers based on your needs, but the choice is always yours.

    NDIS participants have full choice and control over which services they use.

  • Yes. We regularly collaborate with therapists, support workers, plan managers, and other providers to help coordinate your supports and ensure services work well together.

Getting Started with Support Coordination

A support worker and a man using a wheelchair smiling and shaking hands across a desk.

  • If Support Coordination is included in your NDIS plan, you can get started by contacting our team.

    You can complete our enquiry form or submit a referral form and one of our Support Coordinators will get in touch to discuss your needs.

    In the first conversation we will:

    • Review your NDIS plan

    • Talk about your goals

    • Discuss the supports you may need

    • Start connecting you with suitable providers

  • Sunflower Support Coordination currently provides Support Coordination services in Toowoomba and across the Darling Downs region.

    If you are located outside this area and are having difficulty finding a Support Coordinator near you, please feel free to reach out. In some cases we may still be able to assist remotely or help guide you toward services available in your local area.

  • Yes. If English is not your preferred language, interpreter services can be arranged to support meetings and communication.

    This helps ensure you fully understand your NDIS plan and feel confident participating in decisions about your supports.

Using Your NDIS Plan

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  • The National Disability Insurance Scheme (NDIS) website provides a wide range of information for participants, families, and carers. You can learn more about eligibility, how the NDIS works, and how to use your plan.

    Visit the NDIS website HERE.

  • NDIS participants have rights and responsibilities when using their plan and working with providers. This includes your right to choice and control, to receive safe and quality services, and to make complaints if you are not satisfied.

    Learn more about NDIS participant rights and responsibilities HERE.

  • Your NDIS plan outlines the funding available to support your goals. It explains what supports are funded and how they can be used.

    If you need help understanding your plan, a Support Coordinator can work with you to connect with providers and organise your supports.

    Learn more about using your NDIS plan HERE.

Forms, Policies & Feedback

A man using a wheelchair filling out paperwork on a clipboard at a desk.

  • We are committed to providing transparent and high-quality services.

    You can access our company policies on our website HERE. If you would like a copy of a specific policy, please contact us using our enquiry form or through your support coordinator and we will be happy to provide it.

  • Yes. We provide a range of forms that participants, families, and professionals may need. These may include:

    • Referral Form

    • Intake Form

    • Consent Form

    • Complaint Form

    • Feedback Form

    • Exit Form

    • Provider Performance Review Form

    These forms are available on the website HERE. If you would like a copy of a specific form, please contact us using our enquiry form or through your support coordinator and we will be happy to provide it.

  • We welcome feedback and are committed to resolving concerns quickly and fairly. If you have a complaint or would like to provide feedback about our services, please contact our team or complete our Feedback Form or Complaint Form.

  • NDIS participants have the right to change providers at any time.

    If you decide to stop using our Support Coordination services, please let us know and complete an Exit Form so we can finalise your service with us. This helps ensure your records are updated and allows us to support a smooth transition if you are moving to another provider.

  • We take your privacy and confidentiality seriously. Personal information is collected, stored, and used in accordance with privacy laws and NDIS practice standards. Your information is only shared with your consent or where required by law.

    We have policies and procedures in place to ensure your personal information is handled securely and respectfully.

    Read our Privacy Policy HERE.