Practical steps providers can take now while the future model is still being decided
The future structure of Support Coordination is not yet settled. However, providers do not need to wait for every detail before preparing. The strongest response is to focus on quality, evidence, governance and business sustainability. These are the foundations that will matter under any future model.
What we know—and what we do not
Important details are still to be decided. These include who will be eligible to deliver services, how providers will be selected, how funding and referrals will work, the role of sole traders and smaller organisations, transition arrangements, service standards and reporting requirements.
It is therefore too early to make major business decisions based on assumptions. It is not too early, however, to strengthen the areas of your organisation that are likely to be examined under any future commissioning, registration or contracting arrangement.
What providers should focus on now
1. Keep service quality at the centre
Continue providing consistent, participant-centred Support Coordination. Avoid allowing uncertainty about future reforms to distract from current participant needs, service agreements, plan timeframes and safeguarding responsibilities.
In practical terms:
- review active participants regularly and identify where needs, complexity or risk are changing
- follow up agreed actions and record what occurred
- maintain clear communication with participants, families, providers and other stakeholders
- escalate concerns early and document the response
- ensure service delivery reflects participant choice, control and stated goals
2. Make participant outcomes visible
Good work is not enough if your records do not show what changed because of your involvement. Strengthen the link between the participant’s goals, the barriers being addressed, the actions taken and the outcomes achieved.
Your records should help answer:
- What was happening for the participant?
- What barrier, risk or support gap required coordination?
- What action did the Support Coordinator take?
- Who was involved and what was their role?
- What changed for the participant?
- What needs to happen next?
Build simple outcome reporting into routine practice rather than trying to reconstruct evidence when a plan review, audit or tender is approaching.
3. Strengthen governance and compliance
Future arrangements are likely to place greater emphasis on provider accountability, consistent service standards, risk management and evidence of effective governance. Review the systems you already have and check that they are being used in practice, and not simply stored as policies.
Priority areas include:
- incident, complaint and feedback processes
- risk identification, escalation and review
- conflict-of-interest identification and management
- delegations and decision-making responsibilities
- privacy, consent and information-sharing practices
- worker screening, qualifications and training records
- supervision and professional practice oversight
- continuous improvement actions and evidence that changes have been implemented
- financial, billing and record-retention requirements
If the 2026 Bill is passed, some obligations may commence before the proposed commissioning model. Providers should follow the progress of the legislation and seek advice about any new requirements that apply to their organisation.
4. Know the true cost of your service
Support Coordination has operated under significant pricing pressure for many years. A future funding model may be different from the current hourly line-item approach, so providers need a clear understanding of what it actually costs to deliver a safe and effective service.
Review:
- direct participant service time
- non-billable coordination and administration
- supervision, training and quality assurance
- technology, insurance, registration and audit costs
- leave, workforce coverage and staff turnover
- travel and service delivery across different locations
- cashflow, reserves and financial commitments extending beyond July 2028
This will help you assess future contracts or funding arrangements realistically, rather than accepting a model that does not cover the cost of safe, quality service delivery.
5. Improve efficiency without reducing quality
Efficiency should mean reducing duplication, improving access to information and making routine work easier. It should not mean cutting the professional reasoning, relationship-building or follow-up required to achieve good participant outcomes.
Look for practical improvements such as:
- consistent templates for assessments, case notes, reviews and outcome reporting
- clear workflows for intake, allocation, risk escalation and closure
- automated reminders for plan dates, actions, service agreements and reviews
- one reliable place for participant records and stakeholder information
- billing checks that connect claimed time to evidence of work completed
- regular review of duplicated tasks, manual processes and avoidable rework
6. Invest in your workforce
Providers will need to demonstrate that workers have the skills and support required for their roles. Maintain accurate records of qualifications, experience, specialist knowledge, professional development and supervision.
For organisations, this means providing structured induction, regular supervision, practice guidance and access to relevant learning and wellbeing supports. For sole traders, it means maintaining professional networks, external supervision or peer consultation, and a clear professional development plan.
7. Consider your future business options
Do not assume that only large organisations will have a place in the future system, but do consider what different models could mean for your business.
Questions worth exploring now include:
- Would your current governance and systems support a tender or panel application?
- Could you demonstrate service coverage, workforce capability and consistent quality?
- Would collaboration with other providers strengthen your capacity or geographic reach?
- If you are a sole trader, would an alliance, consortium, subcontracting arrangement or employment model suit you?
- Are there related services your organisation could responsibly develop without moving beyond its expertise?
- What financial or contractual commitments could limit your ability to adapt?
These conversations can begin now, but formal commitments should wait until the model, eligibility requirements and transition arrangements are clearer.
8. Stay informed and take part
Use official information wherever possible. Monitor updates from the Australian Parliament, the NDIA, the NDIS Quality and Safeguards Commission and the responsible Australian Government department. Be cautious about making business decisions based on social media commentary or unconfirmed interpretations.
When consultation opportunities open, participate. Providers can offer important evidence about what supports quality practice, what creates unnecessary administrative burden and what is required to maintain participant choice, continuity and access, particularly in thin markets and regional areas.
A practical preparation checklist
- Continue delivering quality services and meeting current obligations.
- Review participant records and strengthen outcome evidence.
- Update your risk register, continuous improvement plan and governance systems.
- Check that policies are reflected in everyday practice.
- Review workforce qualifications, supervision and professional development records.
- Understand your full cost of service delivery and current cashflow position.
- Identify systems that could reduce duplication and improve reporting.
- Review contracts, leases and commitments that extend beyond July 2028.
- Consider possible collaboration or alternative business structures without committing prematurely.
- Follow official reform updates and participate in consultation.
How we can help
Support Coordination Software by Sonic is designed specifically for Support Coordination practice. It supports consistent record keeping, billing, risk management, planning, reviews and participant outcome evidence in one system.
As the reform process develops, we will continue updating the software to help providers maintain clear evidence, strengthen practice systems and respond to new reporting or service requirements. Through the Support Coordination Community, we will also continue providing practical professional development and updates to help providers prepare.
Click here to book a demo or sign up for a no obligation 14-day free trial.