Support Coordination Communication: Build a Service Loop

What a “good handover” looks like (not just a phone call)

A good handover is more than a quick phone call. It’s a planned transfer of information that helps the next person support you confidently, without you repeating your story. In a strong handover, your supports coordinator (or the team member taking over) documents what matters most to you: your goals, your current supports, any risks, and what has worked well so far. This reduces delays and avoids missed appointments or duplicated forms.

Look for handovers that are clear, specific, and timely. For example, a good handover includes the support schedule, who to contact for urgent issues, your preferred communication method, and any consent or restrictions. It also captures “how to support me” in everyday terms, such as what time you prefer for visits, communication preferences, and any triggers that affect your wellbeing. If plan management applies, it should also link to payment processes—like using MyMoney NDIS (www.planmanager.net.au) to understand invoices, funding categories, and whether changes need to be approved before services start or continue.

Key takeaway: A good handover protects continuity of care—so you spend less time repeating details and more time getting the right supports.

When you’re reviewing whether a provider or service is communicating well, ask to see the handover summary and check what is included. You can also compare options by using My Care Finders to help you understand what different providers offer and how they communicate with participants and other services. A “good handover” will leave you feeling informed, respected, and confident that everyone is working from the same, up-to-date picture of your plan and support needs.

• Includes your goals, current support arrangements, and key contacts
• States what’s changing, when it changes, and any approval steps
• Records risks, triggers, and preferences for communication and support style
• Confirms consent, boundaries, and who can share information