1.Purpose
This policy sets out Infinite Support Pty Ltd's expectations and requirements for providing Support Coordination, Support Connection and Specialist Support Coordination services to NDIS participants. It is designed to ensure that support coordination is delivered in a safe, ethical, participant-centred and compliant manner, and that participants are supported to exercise choice and control, implement their NDIS plans and build their capacity to coordinate their own supports over time.
2.Scope
This policy applies to all directors, managers, support coordinators, specialist support coordinators, psychosocial recovery coaches where applicable, support workers, employees, contractors, volunteers and other personnel who are involved in the delivery, oversight or administration of support coordination services for Infinite Support.
This policy applies across all relevant jurisdictions where Infinite Support operates and must be read together with Infinite Support's incident management, complaints, risk management, privacy, conflict of interest, service agreement, participant rights and worker screening procedures.
3.Policy statement
Infinite Support is committed to delivering support coordination services that assist participants to understand, implement and use their NDIS plans in a way that promotes their goals, rights, independence, safety and community participation.
Support coordination is a capacity building support. It must not replace the participant's right to make decisions, nor should it create unnecessary dependency on Infinite Support or any other provider. Staff must support participants to understand options, make informed decisions, connect with suitable providers and mainstream services, manage risk and prepare for plan reviews or reassessments.
All support coordination services must be delivered in accordance with the NDIS Code of Conduct, relevant NDIS Practice Standards and Quality Indicators, NDIS pricing and funding rules, participant consent, privacy requirements and this policy.
4.Principles
4.1Rights, self-determination and decision-making
- Participants have the right to freedom of expression, self-determination, decision-making, dignity, privacy and respect.
- Participants remain in control of their goals, decisions, provider choices, service agreements and plan implementation wherever possible.
- Where a participant has a nominee, guardian, advocate or informal decision supporter, staff must still seek to hear and uphold the participant's own views, preferences and will to the greatest extent possible.
4.2Choice, control and informed consent
- Participants must be provided with clear, factual and accessible information about available support options.
- Participants must be supported to choose, change or cease providers without pressure, retaliation or disadvantage.
- Participant consent must be obtained before sharing personal information, requesting information from other providers, accessing plan information where consent is required, or involving a participant's support network.
4.3Capacity building and independence
- Support coordination should strengthen the participant's ability to understand their plan, coordinate supports, solve problems, use mainstream and community services and participate more fully in the community.
- Staff should actively identify opportunities for the participant to take increasing control of coordination tasks over time, where this is consistent with the participant's capacity, preferences and circumstances.
4.4Safety, quality and safeguarding
- Participant safety and wellbeing must be considered in all support coordination activities, particularly where participants have high-risk or complex needs.
- Staff must promptly escalate concerns relating to abuse, neglect, violence, exploitation, restrictive practices, serious risk, service breakdown or reportable incidents.
- Support coordination must be responsive to crisis, while still respecting participant rights and using the least restrictive and most empowering approach available.
4.5Transparency, integrity and fair pricing
- Staff must act honestly, transparently and professionally when discussing service options, costs, service agreements, funding use and conflicts of interest.
- Participants must be supported to use NDIS funding only for supports that are consistent with their plan, current NDIS support rules and value-for-money requirements.
5.Definitions
| Term | Meaning |
|---|---|
| Participant | A person who meets the NDIS access requirements and has an approved NDIS plan. |
| Support Coordination | A capacity building support that assists a participant to understand, implement and use their NDIS plan, connect with funded, informal, community and mainstream supports, resolve points of crisis and build their ability to coordinate supports. |
| Support Connection | Lower intensity assistance to help a participant understand their plan and connect with providers, community and mainstream supports. |
| Specialist Support Coordination | A higher level of support coordination for participants with high or complex needs, focused on reducing risk and complexity, addressing barriers and coordinating supports across systems. |
| Nominee / Guardian / Decision supporter | A person who has authority or is chosen to support the participant with decisions. Their involvement must be consistent with legal authority, participant consent and supported decision-making principles. |
| Informal supports | Naturally occurring supports from family, friends, carers, neighbours and community networks. |
| Mainstream supports | Services available to the broader community, such as health, mental health, housing, education, employment, justice, transport, child protection and income support systems. |
| NDIS supports | Supports that can be purchased with NDIS funding where they are NDIS supports, relate to the participant's disability and are in line with the participant's plan. |
| Replacement support | A support that is not otherwise an NDIS support but may be funded only where the participant has applied and received approval from the NDIA. |
| Request for service | A request sent through the NDIS provider portal for a participant who has chosen a support coordination or recovery coach provider. |
| My provider relationship | The recorded relationship in the my NDIS provider portal once a provider accepts a request for service and becomes linked to the participant's plan for that role. |
| Risk-assessed role | A role that requires NDIS worker screening under the Worker Screening Rules, including key personnel and roles involving more than incidental contact with participants, where applicable. |
6.Policy requirements
6.1Access, request for service and commencement
- Infinite Support will respond to referrals and requests for service in a timely manner and will make initial contact with the participant or their authorised representative as soon as practicable, generally within five business days of referral or acceptance of a request for service.
- Where the participant's plan is in the new NDIS computer system, responsible staff must regularly check the my NDIS provider portal and action requests for service within the required timeframe.
- Before commencing ongoing service delivery, staff must ensure the participant understands Infinite Support's role, proposed service, fees, cancellation and ending arrangements, privacy requirements, complaints process and conflict of interest arrangements.
- A service agreement and support coordination action plan should be completed as soon as practicable and must reflect the participant's goals, chosen supports, funding, risks, consent arrangements and reporting requirements.
6.2Participant engagement and support planning
- Each participant must be supported to understand their NDIS plan, budget categories, funding periods, stated and flexible supports, plan goals and any plan implementation requirements.
- Support coordinators must work with the participant to identify actions, responsibilities and timeframes for implementing the plan.
- Information must be provided in the language, format and communication style the participant is most likely to understand.
- Participants must be supported to compare providers, ask questions about experience and pricing, negotiate service agreements, understand notice periods and resolve issues with providers.
- Referrals to and from providers, mainstream services and community supports must be documented.
6.3Plan implementation, budget use and NDIS supports
- Support coordinators must assist participants to use NDIS funding effectively, efficiently and in line with their plan, current NDIS support rules and pricing arrangements.
- Staff must support participants to understand that NDIS funding can only be used for supports that are NDIS supports, are related to the participant's disability and are in line with the participant's plan.
- Staff must not arrange, recommend or claim a replacement support unless the participant has evidence that the NDIA has approved the replacement support.
- Where a plan includes funding periods or component funding amounts, staff must support participants to monitor spending within each relevant period and identify risks of over- or under-spending early.
- Support coordinators must help participants connect with informal, community and mainstream supports where appropriate, rather than relying only on funded NDIS supports.
6.4Monitoring, reporting and plan reviews
- Support coordinators must monitor plan implementation, provider engagement, participant outcomes, emerging risks, service gaps and budget utilisation throughout the plan period.
- NDIA-required implementation reports, progress reports and other reporting must be completed using current NDIA templates and submitted by the required due dates through the relevant provider portal where required.
- Reports must be prepared in consultation with the participant and, with consent, their nominee, family, carers, providers and other relevant stakeholders.
- Reports must be factual, evidence-informed, respectful, relevant to the participant's goals and needs, and clearly identify outcomes, barriers, risks and recommended next steps.
6.5High-risk, complex needs and crisis response
- Where a participant has high-risk or complex needs, support coordinators must actively identify risk factors, service gaps and barriers that may affect safety, wellbeing, plan implementation or provider stability.
- Support coordinators must work collaboratively with the participant, consented support network, NDIS providers, mainstream services and emergency services where required to reduce risk and resolve points of crisis.
- Staff must understand when concerns require escalation through Infinite Support's incident management, risk management, complaints, safeguarding or reportable incident processes.
- Where specialist behaviour support, restrictive practices, mental health services, housing, justice, child protection, health or other mainstream systems are involved, support coordinators must clarify roles and responsibilities and promote coordinated, safe and lawful service delivery.
6.6Conflict of interest and provider choice
- Infinite Support recognises that conflict of interest may arise where it provides, or may provide, both support coordination and other direct supports to the same participant.
- Any actual, potential or perceived conflict of interest must be disclosed to the participant in a way they can understand and recorded in the participant file and/or conflict of interest register.
- Participants must be offered a genuine choice of suitable external providers wherever possible. Staff must document the provider options offered, the participant's decision and any reasons the participant provides for their choice.
- Staff must not direct, pressure or influence participants to use Infinite Support or any related provider for direct supports.
- Participants must be clearly informed that choosing another provider for direct supports will not negatively affect the support coordination they receive from Infinite Support.
- Where a conflict cannot be safely or fairly managed, the matter must be escalated to the Director or Service Manager and alternative arrangements must be considered.
6.7NDIS registration, Code of Conduct and Practice Standards
- Infinite Support will maintain NDIS registration where required for the supports it delivers and the participants it supports. Where a participant's funding arrangement or NDIS rules require registration, services must only be delivered or claimed where Infinite Support holds the appropriate registration or has confirmed that the service can lawfully be delivered.
- All staff, contractors and key personnel must comply with the NDIS Code of Conduct, whether Infinite Support is acting as a registered or unregistered provider for a particular support.
- Where Infinite Support is registered for specialist support coordination, the relevant NDIS Practice Standards and Quality Indicators for specialist support coordination must be implemented and evidenced.
- Staff must remain familiar with current NDIS operational guidance, pricing arrangements, support lists, portal requirements, reporting templates and other requirements relevant to support coordination.
6.8Worker screening, competency and supervision
- Key personnel and workers in risk-assessed roles must hold a valid NDIS Worker Screening Clearance where required and must be linked or recorded as required under NDIS worker screening processes.
- Additional checks may be required depending on the role and jurisdiction, including Working with Children Check, driver licence, police check, international police check, professional registration or qualification verification.
- Support coordinators must have the knowledge, skills, experience, training and supervision required to safely and competently support participants, particularly participants with complex or high-risk needs.
- Relevant staff must complete required induction and ongoing training, including training on the NDIS Code of Conduct, privacy, complaints, incident management, participant rights, risk management, conflict of interest and supported decision-making.
6.9Records, privacy and information management
- Participant records must be accurate, timely, factual, respectful and securely stored.
- Records must include consent, referrals, provider options, service agreements, action plans, contact notes, reports, risk information, incidents, complaints, conflict of interest disclosures and key decisions where applicable.
- Personal information must only be collected, used, disclosed and stored in accordance with privacy law, participant consent and Infinite Support's privacy and information management procedures.
- Staff must use approved systems and must not store participant information in unauthorised personal devices, accounts or platforms.
6.10Complaints, incidents and continuous improvement
- Participants must be informed of their right to provide feedback, raise complaints, change providers and complain to the NDIS Quality and Safeguards Commission where appropriate.
- Complaints and incidents must be recorded, acknowledged, managed and reviewed in line with Infinite Support's complaints and incident management procedures.
- Any concern relating to violence, abuse, neglect, exploitation, unlawful restrictive practices, serious injury, death, service breakdown or immediate risk must be escalated promptly.
- Information from complaints, incidents, participant feedback, audits, supervision, file reviews and regulatory updates must be used to improve the quality and safety of support coordination services.
7.Roles and responsibilities
| Role | Responsibilities |
|---|---|
| Directors / Executive | Approve this policy; ensure governance, resources, registration, compliance oversight, risk management and continuous improvement systems are in place; respond to serious breaches, conflicts of interest and regulatory matters. |
| Service Manager / Practice Lead | Oversee implementation of this policy; supervise support coordinators; monitor quality and participant outcomes; review high-risk matters; ensure staff training, screening, file audits and corrective actions are completed. |
| Support Coordinators / Specialist Support Coordinators | Deliver support coordination in accordance with this policy, participant plans, consent and current NDIS requirements; document work accurately; monitor budgets and risks; complete reports; escalate concerns; support participant choice and control. |
| Administration / Finance staff | Support accurate records, service agreements, claims, billing and documentation in line with NDIS pricing, privacy and consent requirements. |
| Support Workers and other staff | Understand and follow relevant parts of this policy; respect participant choice; report risks, incidents, complaints or conflicts of interest; cooperate with support coordinators where consent has been provided. |
| Participants / Nominees / Support networks | Participate in support planning and decision-making as they choose; provide relevant information and feedback; advise Infinite Support of changes to goals, circumstances, providers, risks or concerns. |
8.Compliance evidence
The following evidence should be maintained to demonstrate implementation of this policy:
- Signed service agreements and support coordination action plans.
- Participant consent records and communication preferences.
- Request for service acceptance records and portal screenshots/records where applicable.
- Provider options discussed with participants, including conflict of interest disclosures and participant decisions.
- Case notes, referrals, reports, review notes, budget monitoring records and risk assessments.
- Incident, complaint, safeguarding and escalation records where applicable.
- Worker screening, qualification, induction, supervision and training records.
- Internal audit results, corrective actions and continuous improvement records.
9.Related policies, procedures and documents
- Support Coordination Procedures (CC-PR066).
- Support Coordination Addendum: Support Coordination Levels (CC-PR066A).
- Service Agreement and Support Plan template.
- Support Coordination Action Plan template.
- Incident Management Policy and Procedure.
- Complaints and Feedback Policy and Procedure.
- Risk Management Policy and Procedure.
- Privacy and Confidentiality Policy and Procedure.
- Conflict of Interest Policy / Register.
- Participant Rights and Responsibilities information.
- Worker Screening and Recruitment Procedure.
- NDIS Pricing Arrangements and Price Limits, current version.
- Current NDIA support coordinator implementation and progress report templates.
10.Legislation, rules, standards and guidance
This policy is informed by, and must be read consistently with, current versions of the following legislation, rules, standards and guidance, where applicable:
- National Disability Insurance Scheme Act 2013 (Cth).
- National Disability Insurance Scheme Amendment (Getting the NDIS Back on Track No. 1) Act 2024 (Cth).
- National Disability Insurance Scheme (Code of Conduct) Rules 2018 (Cth).
- National Disability Insurance Scheme (Provider Registration and Practice Standards) Rules 2018 (Cth).
- National Disability Insurance Scheme (Practice Standards - Worker Screening) Rules 2018 (Cth).
- National Disability Insurance Scheme (Incident Management and Reportable Incidents) Rules 2018 (Cth).
- National Disability Insurance Scheme (Restrictive Practices and Behaviour Support) Rules 2018 (Cth), where applicable.
- NDIS Practice Standards and Quality Indicators, including the Specialist Support Coordination Module where applicable.
- NDIS Code of Conduct and NDIS Workforce Capability Framework.
- NDIS support lists, replacement support rules and current NDIA operational guidelines.
- NDIS Pricing Arrangements and Price Limits, current version.
- Administrative Review Tribunal Act 2024 (Cth).
- Privacy Act 1988 (Cth) and Australian Privacy Principles.
- Disability Discrimination Act 1992 (Cth).
- Australian Human Rights Commission Act 1986 (Cth).
- Corporations Act 2001 (Cth), where applicable.
- Health Records Act 2001 (Vic), Occupational Health and Safety Act 2004 (Vic), Equal Opportunity Act 2010 (Vic), Charter of Human Rights and Responsibilities Act 2006 (Vic), and other relevant state or territory legislation where Infinite Support operates.