Support Coordination Level 1: Support Connection

When to use this code

Use this code for standard support coordination services. A support coordinator helps participants understand their NDIS plan, find and connect with providers, and make sure their supports are working well. This is billed per hour of coordination work, which can include phone calls, emails, and meetings on behalf of the participant. It sits under Capacity Building funding.

Common billing scenarios

• A support coordinator spends 1 hour researching providers for a participant and making phone calls to check availability. This is billed as 1 hour of coordination time.
• A coordinator attends a 30-minute plan review meeting with the participant and their LAC. The provider claims 0.5 hours plus any travel time if provider travel is allowed under the service agreement.
• Over the course of a month, a coordinator logs 4 hours of emails, calls, and provider liaison work. The total of 4 hours is billed against the participant’s Capacity Building budget.

Provider notes

• Non-face-to-face delivery is allowed for this code. This means you can bill for activities like report writing, care coordination calls, or progress notes, provided your service agreement with the participant covers these activities. Keep clear records of what non-face-to-face work was done and how long it took.
• Provider travel can be claimed under this code. You can bill for reasonable travel time to reach the participant, but only for the portion of travel that exceeds normal commuting. Travel costs should be shared proportionally if you are seeing multiple participants in one trip.
• Short notice cancellation fees apply. If a participant cancels with less than 7 clear days notice (or 2 clear business days for some supports), you can charge up to 90% of the agreed fee. You must document the cancellation and have the cancellation policy in your service agreement.
• Capacity Building funding is time-limited and goal-oriented. Document how the support contributes to the participant’s plan goals, as this will be reviewed at plan reassessment. Unlike Core funding, Capacity Building budgets are usually not flexible across categories.
• This rate is for a Level 1 support worker. Level 1 workers handle routine support tasks and do not require specialised training beyond standard induction. Make sure the worker assigned to this shift meets the qualification or experience requirements for this level, as claiming a higher-level code than the worker’s actual level is a compliance risk.