We are a specialist allied health organisation providing therapy to consumers within the community services sector since 2018.

We are now providing NDIS Support Coordination Services, level three (Specialist Support Coordination) and level two (Support Coordination) and Psycho-social Recovery Coach.

For the past three years we have been monitoring the NDIS space.  From reviewing numerous reports, to conversations with participants and their families, other allied health providers, and providers of core supports and supported independent living accommodation, one emerging trend within NDIS service delivery is becoming evident:

The current model of Specialist Support Coordination (SSC) under the NDIA is often failing to meet the needs of people living with complex needs. 

Concerns include:

  • SSC’s often do not adequately understand their role in managing the NDIS plan to ensure resources are able to resolve points of crisis, including the fundamental requirement for complex plans to be managed from a needs base, not time. 

  • Many SSC’s simply do not have the experience, knowledge and confidence required to adequately support individuals living with high or exceptionally complex support needs from the perspective of being the lead agency – the one individual responsible for achieving outcomes. 

  • Many SSC’s lack the understanding and depth of industry experience to comprehend the critical need for matching therapeutic intervention and practitioner to the individual’s unique situation; culture, trauma history, background. 

  • The current SSC model is unstructured; no caps on caseloads, no limits on billable hours (overly busy SSC’s can rarely provide a quality service), no built-in requirement to formalise action plans, no explicit reporting structure or timeframes.

  • Many are sole traders or simple contractors, operating outside of an organisational structure, unable to include clinical supervision, and support from a senior practitioner when required. 

  • SSC’s frequently fail to support providers of core supports.  The lack of information, support on transition, service set-up, negotiation of funding, and establishment of support and risk management plans are all areas raised as concerns when reviewing provider experiences of SSC’s within the NDIA space. 

Adelaide Therapy Hub is introducing an alternate process driven model of Specialist Support Coordination. 
The key features of this model are:

  1. SSC’s are focused on:

    • The individual, the participant, their journey, their life, and the unique value laden goals and objective they want to achieve, and

    • The collaborative, creative and assertive (as required) role of the SSC to make strategic and documented progress toward achieving those identified goals and objectives.

  2. Practitioners work under a best practice structure; 25-30 billable hours only (anymore and services risk becoming diluted and ineffective), the SSC team meets regularly to perspective check and problem solve initiatives, SSC’s are performance managed and reviewed by a senior practitioner. 

  3. All SSC’s case-note all interactions on behalf of a participants NDIS service delivery.  This document informs all reports as required. 

  4. Reporting for all participants to stakeholders is conducted quarterly. 

  5. SSC’s take responsibility for conducting case conferences when initially implementing a plan, or when a change of circumstance alters service delivery profoundly. 

  6. Conflict of interest is recorded, monitored and communicated with key stakeholders as a matter of due process.  This includes all interactions with providers/practitioners who have a current or previous relationship with Adelaide Therapy Hub. 

We are currently waiting audit for a registration with the NDIS (expect registration to be complete within two months), however are taking referrals for participants with plan managed capacity building funding.  We are taking referrals in Adelaide Metro, Adelaide Hills and the Limestone Coast areas. 

“We can help to take the pressure off by connecting you with services that are the best fit for you and coordinating the supports required for you to reach your personal goals under the NDIS.”

 Our Support coordinators work creatively and resourcefully with you to assist in many areas, including but not limited to:

 Helping you to understand your plan, funding and options

Negotiating and scheduling support referrals to ensure you receive the correct services

Coordinating and overseeing multiple services

Researching, assessing, and engaging mainstream, community, informal and provider support

Obtaining quotes for services

Negotiating with and coordinating service providers to activate your plan

Liaising with government, NDIA, and other relevant parties on your behalf

Monitoring the quality of services

Resolving points of crisis

Facilitating information sharing between providers and stakeholders

A printable version of information about Adelaide Therapy Hub’s Support Coordination services is available here

If you would like more information about our Support Coordination service or would like to book an appointment please contact us.