Support Coordination Phone Calls: A 10‑Minute Plan

Quick Goal: What you want to be different after the call

Before you make (or join) the Support Coordination phone call, take a moment to decide what you want to be different by the end of it. A clear goal helps the coordinator focus on the right tasks, and helps you leave with practical next steps you can act on. If you’re dealing with provider options, service gaps, or plan timeframes, write down your main outcome in plain language.

Good goals usually sound like actions. For example: “I want a shortlist of providers that match my needs,” “I want to confirm eligibility and the right support category,” or “I want to lock in dates for assessments and start dates.” If you use plan management, you can also include a question about invoice processes and budgets—this is where MyMoney NDIS (www.planmanager.net.au) or your plan manager can help you understand what will be funded and how providers should submit claims.

During the call, keep your goal in front of you and ask targeted questions. If you’re comparing providers, ask the coordinator to outline how you can compare them on things like experience, availability, communication style, locations, and cancellation policies. You can also use My Care Finders to help you compare providers side-by-side before you commit to services.

Key takeaway: Your call goal should lead to “next steps” you can name—who will do what, by when, and how you’ll check it’s working.

• Write one outcome: The single most important thing you want after the call.
• List 2–3 questions: Only what you need to reach that outcome.
• Confirm actions: Ask for names, dates, and any documents you must provide.
• Check the process: If relevant, ask how invoicing and plan management work with MyMoney NDIS.