Questions, answered plainly.

We'll ask about you, your goals and what's happening now. If you're comfortable, we'll look at your NDIS plan together and explain what each part means. There's no obligation to go ahead.

We service participants across Victoria and South Australia, with our head office on St Kilda Road in Melbourne. See where we work.

No. You can choose face-to-face, phone or video, or a mix. Many people meet in person at the start and then keep in touch by phone.

Our office is open Monday to Friday, 9am to 5pm. Existing participants have access to 24/7 support.

Yes. Tell us your preferred language and we'll arrange an interpreter, or a team member who speaks it where possible.

A support coordinator helps you put your NDIS plan into action. They explain your funding, find and contact providers, set up service agreements, keep track of your budget and help sort out problems. Compare the levels.

Level 1 is shorter-term help to connect with supports and build your confidence. Level 2 is ongoing coordination across your whole plan. Level 3 is for high-risk or complex situations. We deliver all three.

No. We'll always show you a range of options and you choose. We'll tell you about any possible conflict of interest and how it's being managed.

Yes, at any time. Check the notice period in your current service agreement, then let us know. We'll help make the handover smooth.

That depends on your plan. The NDIA decides the amount based on your situation and goals. We'll show you how many hours are funded and agree together how to use them, so the most important things happen first.

We talk about this early, so there are no surprises. Before your hours run low, we'll check how confident you feel and what's still left to do. If you still need help, we can support you to ask the NDIA to look at your plan again.

No. It suits anyone who mainly needs help connecting with providers and building their own skills, whether it's your first plan or your fifth.

That's the aim. Each step is a chance to learn, so by the end you'll know how to find providers, check agreements and track your budget. If you'd still like ongoing help, we can talk about Level 2.

A typical week might include contacting providers, checking how supports are going, updating your budget, sorting out a scheduling clash or chasing a report. The aim is to keep your plan working so you can focus on your life, not the paperwork.

We agree this with you at the start. Some people like a weekly check-in, others prefer monthly. Either way, you can contact us whenever something comes up.

Yes, and we start early. We gather progress reports from your providers and treating team, note what's working and what isn't, and help you explain what you need in your next plan.

It's the highest level of support coordination funded by the NDIS, delivered by an experienced coordinator for participants whose situation is high-risk or complex. The focus is on reducing barriers, managing risk and keeping a complex support team working together.

Yes. Level 3 is often needed for a period of time rather than forever. When things stabilise, we work with the participant and the NDIA to step down to Level 2. We manage the handover carefully, so there's no gap in supports.

Where there's an urgent risk, such as an imminent discharge or eviction, we prioritise the referral and focus first on what needs to happen to keep the participant safe.

A named specialist coordinator who leads their support, backed by our wider team, so there's always someone available who knows the situation.

Yes. If housing breaks down, a provider withdraws or someone is admitted to hospital, we step in to steady supports, update the safety plan and, if needed, request a change to the NDIS plan.

Yes, and we encourage it. The earlier we're involved, the more time there is to line up housing, providers and clinical follow-up. We can meet on the ward, in custody where allowed, or by video.

Not always, but many transitions are complex enough that Level 3 Specialist Support Coordination is the best fit. We'll advise on what the participant needs to leave safely.

We can't deliver NDIS-funded coordination until a plan is in place, but we're happy to talk with the referrer about the access process and the evidence needed. NDIA Health and Justice Liaison Officers can also help.

Dates often move. We keep in close contact with the hospital or corrections team and adjust the plan, so providers and housing are ready whenever the day comes.

We stay closely involved through the first 90 days, which is when most problems show up. After that, we keep coordinating for as long as the plan funds it, stepping support down as things settle.

Coaching for people living with psychosocial disability, focused on recovery and your own goals. A coach helps you build skills, routines and connections, and works with your clinical and community supports. Learn more.

No. A recovery coach doesn't diagnose, treat or provide therapy. Your coach works alongside your doctor, psychologist or mental health team, helping you put your goals into practice in everyday life.

Recovery coaching is for NDIS participants whose disability is psychosocial, meaning it relates to a mental health condition. If you're not sure whether coaching fits your plan, give us a call and we'll look at it with you.

Yes, if both are funded. Some people have a coordinator for the practical side of the plan and a coach focused on recovery goals. When that happens, we make sure the two roles work together and don't double up.

That's part of recovery, and it's okay. We can slow things down, change how often we meet or focus on getting through the tough patch, using the plan we made together for harder times.

If you'd like them to be, yes. Some people invite a family member or friend to sessions, others prefer to keep coaching just for themselves. It's your choice.

Yes, you'll need funding for the service you'd like to use. Support coordination and psychosocial recovery coaching are both funded from the Capacity Building part of your NDIS plan. Not sure what's in your plan? Send it through and we'll read it with you. How funding works.

Yes. As a registered NDIS provider, we work with participants under all three types of plan management.

For many people with psychosocial disability, yes. Recovery coaching is funded from Capacity Building and a coach can also help coordinate your NDIS supports.

The NDIA approves it based on evidence of complexity, often from treating clinicians, hospital or justice staff and current providers. We can help prepare that evidence for a plan reassessment.

Our services are paid from your NDIS plan at rates that follow the NDIS Pricing Arrangements and Price Limits. We'll show you the rates in your service agreement before anything starts.

Tell us early. We'll look at your budget with you, prioritise the supports that matter most and, if your needs have changed, help you request a plan reassessment.

No. A first conversation is free and there's no obligation.

We welcome all feedback, positive or negative. Talk to any team member, email us, or use our feedback & complaints page. You can also contact the NDIS Quality and Safeguards Commission on 1800 035 544.