Improving Participant Outcomes 2023: NDIS Support Coordinator Training Focus

Nov 22 / Tim McNamara

How National Contact Centre Changes Impact NDIS Support Coordination in 2023

Support Coordinators, it's time to get updated!

The latest NDIS Quarterly Report, encompassing data and developments from July to September 2023, has been released with lots of important information for us to digest. This wide-ranging report sheds light on the NDIA's recent performance, including a review of transformative changes at the National Contact Centre (NCC).

These changes signal a clear need for Support Coordinators to continually upskill with specialised Support Coordination Training Courses and deepening our understanding of the NDIS.

The NCC, as the frontline of communication for Participants, plays a vital role in the NDIS ecosystem.

Key updates at the NCC

1. Staffing and Recruitment:

  • The NCC has increased its staff. Filling 145 Australian Public Service roles, an increase of 59 APS roles from the previous quarter
  • A focus on disability recruitment, with 39% of insourced staff identifying as having a disability, brings empathy and understanding to the forefront.

2. Training and Expertise:

  • New staff undergo a comprehensive 20-day induction training, with an additional 15 days of specialised training.
  • This ensures staff are well-equipped to handle complex enquiries and provide informed, technical advice.

3. Technology Upgrades:

  • Implementation of a new contact centre technology platform, offering enhanced capabilities for first contact resolution.
  • Speech analytics to understand contact trends and improve service delivery.

These updates have led to some noteworthy results:

  • Call answering performance improved to 85% of calls answered in 60 seconds. This was an increase from the previous quarters result of 64%
  • High customer experience ratings, with 91% scoring their interaction as ‘High’ or ‘Very High’.
  • Webchat functionality saw 35,531 webchats offered for the quarter, up 14% from the previous quarter. 83% of all webchats received were answered within 20 seconds
  • Faster email responses, with 99% answered within three business days.

Specialised Support Coordination Training: A Pathway to Improved Participant Support

The NCC's emphasis on specialised training and handling complex inquiries highlights the need for Support Coordinators to have an in-depth understanding of how the NDIS works, as well as the diverse needs of participants.

With flexible workshops focused on person-centred planning and capacity building opportunities, Support Coordinators can upskill in the areas that will help them to assist participants in identifying and reaching their goals, enhancing each participant's ability to get the most out of their NDIS plan.

From Theory to Practice: Integrating Learning with Real-World Challenges

Building the capacity of participants involves more than just managing their NDIS plans.

This essential skill is discussed in the blog, Support Coordination Course Progress Report Tips, where the emphasis is on creating meaningful and impactful progress reports.

Support Coordination training modules in workshops such as: "Planning and Identifying Priorities" and "Person-Centred Planning" are just the beginning of a Support Coordinator’s journey to mastering this art.

Other crucial topics such as "NDIS Overview and Access Criteria" and "Levels of Support Coordination," equip Support Coordinators with the knowledge needed to navigate the complexities of the NDIS.

The Impact of Support Coordinator training on NDIS Service Quality

The effectiveness of a Support Coordinator in enhancing participant outcomes is directly linked to their level of training and understanding of the NDIS.

Workshops focusing on "Capacity Building & Choice and Control" and “Capacity building opportunities” provide Support Coordinators with strategies and tools to help participants have increased choice and control and make informed decisions about their care and support.

Workshops that delve into the “conflict of interest and safeguarding role” and understanding the “reasonable and necessary criteria” enable support coordinators to improve their skills and service quality for participants.

This proactive approach to upskilling ensures that participants are not only supported in their current needs but are also guided towards long-term independence and enhanced quality of life.

The Role of Technology and Efficient Communication

The NCC’s adoption of new technology platforms for improved communication and the NDIS’s move towards more technologically advanced systems like PACE has implications for Support Coordinators.

Effective utilisation of new systems can significantly streamline processes, as discussed in the blog Navigating PACE: A Guide for Support Coordinators. Understanding technologies like Support Coordination Software not only enhances service delivery but also ensures that Support Coordinators are in sync with the latest NDIS advancements.

The continuous evolution of the NDIS requires Support Coordinators to be on a path of perpetual learning and development. Invest in your professional development and make a tangible difference in the lives of NDIS participants.

Explore our Support Coordination course bundles now and start your journey towards being a leading Support Coordinator in this ever-changing landscape.

Created with