How Support Coordinators assist Participants to Make Informed Choices

Informed choice means having the right information, at the right time, in a way that’s easy to understand so participants can make confident decisions about their supports and services. It’s about empowerment, not influence.

Learn more about choice and control | NDIS

Informed choice is essential to for a participant to achieve their goals. It enables participants to take control of their supports and shape services that align with their needs and values. When Support Coordinators actively assist in this process, participants are better equipped to select providers who truly match their preferences, avoid service mismatches, support are more likely to be successful, and participants feel more confident in managing their NDIS plans. Facilitating informed decision-making leads to more positive service experiences, stronger provider relationships, and greater satisfactory outcomes.

Start with a genuine, person-centred conversation. Explore:

     • What are the participant’s goals?

     • What type of supports matter most to them, and what are their priorities?   

     • Do they have preferences related to gender, cultural background, language, scheduling, or support style?

Understanding these preferences allows you to provide tailored, relevant recommendations that reflect the participant’s individuality and promote confidence in their decisions.

Avoid “default” referrals or assumptions about what’s best. Instead:

     • Search local directories and networks for multiple providers

     • Ensure the options meet the participant’s unique needs and funding available

     • Include options for community supports and mainstream services available

Presenting a range of options helps participants feel genuinely in control of the selection process and supports their right to choose a provider that best meets their needs.

Many participants find service information overwhelming and Service Agreements can be complex and lengthy. Make it easier by:

     • Breaking down information into easily digestible plain language

     • Use visual tools like comparison tables or decision-making templates

     • Arrange for interpreters or support persons if needed to reduce barriers

Making information easy to understand helps participants feel more confident and informed when reviewing services, comparing options, or signing agreements.

Support the participant to:

     • Connect with shortlisted providers (e.g. via intro meetings or calls)

     • Debrief after to assess comfort level and impressions

     • Ask reflective questions like:

               o “How will this provider help you pursue your goals?”

               o “Can you easily raise issues if needed?”

Supporting first impressions and encouraging reflection helps participants decide who they feel most comfortable with and who they trust to deliver the right support.

Reinforce a participant’s right to:

     • change providers when a support no longer meets their needs

     • receive services that are safe, respectful, and responsive

     • make complaints without fear of retaliation

Supporting participants to understand their rights gives them the tools to navigate service relationships with confidence, assertiveness, and a sense of security.

A Support Coordinator’s role is to guide a participant through a structured decision-making process, especially if a participant is feeling overwhelmed or unsure:

     • Discuss the pros and cons of each provider

     • Consider short- and long-term fit

     • Check how each option aligns with the person’s goals and preferences

     • Reinforce that nothing is locked in, there are always opportunities for reviews and changes

     • Respect the final decision always lies with a participant.

Supporting thoughtful decision-making helps participants feel more confident, better prepared, and in control of their own choices. It strengthens their independence and builds their ability to manage decisions in the future.

     • Ensure the participant understands their options and has the right support in place to make informed decisions. This may include using plain language, allowing time to process, or involving a family member or advocate.

     • Choose providers who are experienced with the participant’s disability type, communication needs, or cultural background. For example, a participant may want a female support worker or someone fluent in a specific language.

     • Check that the services fit the correct budget category, are within price limits, and they are aware when funds will be available. Always verify whether the provider’s costs match the participant’s plan budget and goals.

     • Ensure the provider can start when needed, offer flexible schedules, and accommodate preferences such as after-hours support, continuity of staff, or ability to work in regional areas.

     • Providers should clearly explain services, pricing, complaints processes, and exit terms. Avoid those who are vague or unwilling to put service terms in writing.

     • The role of a Support Coordinator is to empower not direct the participant’s decision-making. For example, if the participant chooses a provider, you wouldn’t have recommended, your role is still to support that choice respectfully, while supporting a participant to understand your concerns.

This article is based on professional learning content delivered by Support Coordination Academy. It draws from real-life examples and best practice strategies for guiding informed choices that support participant autonomy and outcomes.

Supporting informed choice is a foundational part of ethical Support Coordination—but it takes practice, confidence, and a person-centred approach. If you need support in strengthening your practice, contact us. Our team of experienced professionals can guide you with resources, coaching, and practical strategies tailored for Support Coordinators.

Sign up to our newsletter to become part of our Support Coordination Community.

About the Author

Mary Ingerton is the Managing Director of Support Coordination Academy. She has spent over 20 years coaching and mentoring professionals to deliver values-led, rights-focused support. If you’re seeking to grow your skills in navigating risk, informed choice, or ethical practice in Support Coordination, Mary and the team at SCA are here to help.