About NDIS Specialist Support Coordination

What is Specialist Support Coordination or Level 3 Support Coordination? 

Specialist Support Coordination, also referred to as Level 3 Support Coordination, provides the highest level of support for participants facing complex challenges in their housing, health, and overall environment. This level of support is specifically designed to assist individuals who have unique and complex needs, ensuring they receive the appropriate support and resources.  

What does a Specialist Support Coordinator or Level 3 Support Coordinator do? 

A Specialist Support Coordinator plays a pivotal role in facilitating participants’ access to a wide range of supports, services and opportunities. Their central objective is to improve the health, well-being, and integration of participants within their community, while also reducing the adverse effects stemming from their complex needs and surrounding environment. A Specialist Support Coordinator empowers participants to effectively navigate their circumstances, ultimately fostering an environment of inclusivity and holistic growth. 

Interaction’s team of Specialist Support Coordinators have specific qualifications and extensive experience, enabling them to deliver a high level of support tailored to each participant’s unique circumstances. Here’s how they can make a significant difference: 

  1. Identifying Barriers and Challenges: Specialist Support Coordinators conduct thorough assessments to identify the specific barriers that individual participants face. By gaining a deep understanding of these challenges, they can devise effective strategies to overcome them.
  2. Collaborative Problem-Solving: Working closely with participants, our coordinators actively listen to your concerns and goals, ensuring that your preferences and aspirations are at the forefront of the service planning process. 
  3. Crafting Personalised Service Plans: Once barriers are identified and potential solutions are explored, Specialist Support Coordinators create personalised service plans. These plans are tailored to the unique needs of each participant and are aimed at achieving the best possible outcomes. 
  4. Connecting Participants with Relevant Services: Specialist Support Coordinators leverage their extensive network of resources and service providers to ensure participants have access to the most appropriate and beneficial support services available.

How is it different to Support Coordination? 

Navigating support services can be overwhelming, especially for individuals with unique needs and goals. Support Coordination and Specialist Support Coordination are two different levels of assistance offered to participants under the NDIS. 

Support Coordination is a crucial link between participants and the support services available to them. In Level 1 Support Coordination, we focus on providing guidance to help you understand and optimise your NDIS plan, ensuring you can make the most of your funding and resources. The key areas we cover in Level 1 Support Coordination include: 

  • Understanding Your NDIS Plan: Our Support Coordinators will work closely with you to ensure you have a clear understanding of the services and supports included in your NDIS plan. This empowers you to make informed decisions about your journey ahead. 
  • Maximising funding: We are dedicated to helping you maximise your funding allocation, to ensure that you receive the necessary assistance to achieve your goals effectively. 
  • Connecting with Community Services: Our Support Coordinators have a wide network of community services and supports, which allows us to connect you with the most appropriate and beneficial resources tailored to your needs. 
  • Preparing for NDIS Reviews: We’ll be there for you during NDIS reviews, assisting you in preparing the necessary documentation and ensuring that your ongoing support aligns with your evolving requirements. 

Specialist Support Coordination, on the other hand, caters specifically to participants with complex needs and challenges. Unlike Level 1 Support Coordination, this level of support requires a higher level of expertise and experience. Participants who benefit from Specialist Support Coordination often face barriers in their housing, health, and overall environment. 

What are the three levels of Support Coordination? 

There are three levels of Support Coordination:  

  1. Level 1 Support Coordination – also known as Support Connection 
  1. Level 2 Support Coordination – also known as Support Coordination  
  1. Level 3 Support Coordination – also known as Specialist Support Coordination  

Each support level caters to varying degrees of care, addressing distinct needs to ensure participants optimize their plan and achieve their goals effectively. Here are the differences among these levels. 

Level 1 Support Coordination or Support Connection:

This level is designed to build your confidence and capacity to engage with support mechanisms, services, and informal networks. The primary emphasis is on helping you understand your NDIS plan so that you can secure the appropriate supports.  

Level 2 Support Coordination or Support Coordination:

At this level, a higher degree of support is offered compared to Level 1. The central aim is to facilitate your understanding of the NDIS plan, so we can help you coordinate several supports that can help you live more independently. In Level 2 Support Coordination, your service provider takes a more active role in connecting you with community services, streamlining the process rather than solely equipping you to manage it independently. 

Level 3 Support Coordination or Specialist Support Coordination:

This is the highest level of support you can receive and is intended for individuals with complex needs. Your coordinator will need a higher level of expertise and experience to navigate your situation, and to understand what you need. 

Those requiring a heightened level of expertise will benefit from a specialist support coordinator who possesses a deep understanding of their situation. This level involves accessing the appropriate support services and resources, tailored to your requirements, to help you pursue goals and navigate complexities. 

While the overarching theme across all three levels is to support access to services, resources, and supports, the key differentiator lies in the extent of support provided. Whilst Level 1 focuses on providing you the tools and confidence to do it yourself, Level 3 focuses on participants with complex needs who can only be understood by coordinators who have expertise and experience with dealing with those situations. This multi-tiered approach ensures participants receive tailored assistance aligned with their unique circumstances, ultimately enabling them to pursue their goals.  

What is the difference between NDIS Plan Manager and Support Coordination?  

A NDIS Plan Manager (or planner) and Support Coordinator both deal with your NDIS plan but have different roles and responsibilities that can help differentiate the two. 

A NDIS Plan Manager is someone who looks at your overarching NDIS plan and deals with the effective management of your funding. They can use their experience to advise you on how to best manage your NDIS funding, and in helping participants gain financial literacy and knowledge.  

Key responsibilities include:  

  • Helping with a participant’s budget  
  • Helping manage claims and sending funds to service providers  
  • Providing a participant with choices and control over their NDIS plan by offering financial assistance 

A Support Coordinator looks specifically at the funding you have received for this area, and can help you access services, resources and support that can help you achieve your goals. It’s important to note that a Support Coordinator’s scope is confined to the level of Support Coordination you have been designated and does not encompass management of your entire NDIS Plan. 

While both roles contribute to your NDIS journey, a NDIS Plan Manager oversees the financial management of your NDIS plan, while a Support Coordinator helps put your plan to action by connecting you with service providers.  

What is the difference between a management plan and support coordination? 

Distinguishing between plan management and support coordination can be confusing, but their distinct objectives can help differentiate them. 

A management plan deals with the effective management of your funding, and the financial administration of your NDIS Plan. This means helping participants in creating and adhering to a budget, ensuring prompt payment of invoices, and providing a monthly overview of expenditure. 

A Plan Manager will help support a participant with their management plan, and their duty tends to be offering financial assistance. More information about this can be found in the above section. 

Conversely, Support Coordinators focus on linking participants with suitable service providers and resources, ensuring that they are finding the right support for their needs. A participant will only be able to access Support Coordination if they have the funding for it.  

The person who helps provide Support Coordination is a Support Coordinator. Interaction has staff across all three levels of support coordination, and access to many networks of service providers to ensure you can find the best network of support for your needs.  

Am I eligible/suitable for Specialist Support Coordination or Level 3 Support Coordination? 

At Interaction, we understand that every participant’s needs are unique, and we are dedicated to helping you determine the most appropriate level of Support Coordination tailored to your specific circumstances.  

Some common scenarios where Specialist Support Coordination may be beneficial: 

  • Homelessness 
  • Chronic health problems and frequent hospital visits 
  • Involvement with the criminal justice system: Specialist Support Coordination can help individuals navigate through legal processes and access appropriate services to reintegrate into the community successfully. 
  • Barriers to accessing community services and support: If you face challenges such as language barriers, living in rural or remote areas with limited access to services, or other difficulties preventing you from accessing essential community supports, Specialist Support Coordination can bridge the gap and connect you with the right resources. 

If you are not sure whether you need Specialist Support Coordination, Interaction can help you determine what level of Support Coordination you need. Every participant is different, and we will look at each person’s circumstances individually to determine what will be the best outcome for them. 

How can Interaction’s Support Coordinators help you?  

At Interaction, we take pride in our diverse team of Support Coordinators, each equipped with the expertise to understand the unique needs of individuals with various disabilities, including Prader-Willi Syndrome. Our commitment to providing inclusive and personalised support means that every participant receives the support they choose.  

Additionally, for those facing complex support environments, we have dedicated Specialist Support Coordinators with specific qualifications and experience to offer an even higher level of support. 

Interaction’s Support Coordinators are: 

  • Helpful and compassionate 
  • Friendly  
  • Qualified  
  • Supportive  

If you are uncertain about the level of support coordination suitable for you, we can assist you in the following ways: 

  • Comprehensive Assessment: Our experienced team will conduct a thorough assessment of your circumstances, challenges, and goals to determine the most appropriate level of support. 
  • Individualised Support Planning: Based on the assessment, we will work collaboratively with you to develop a personalised support plan that addresses your unique needs and aspirations. 
  • Ongoing Support and Review: As your circumstances change, our team will continue to provide ongoing support and conduct regular reviews to ensure your support plan remains effective and aligned with your changing requirements. 

Meet Interaction’s Specialist Support Coordinators 

Jessica O’Connor  


Meet Jessica, a dedicated Specialist Support Coordinator with 15 years of experience in the disability services sector. With a background that includes roles such as support worker, local area coordinator, team leader, and operations manager, Jessica is now the Senior Manager for Support Coordination and Specialist Support Coordination. 

Throughout her career, Jessica has fought for the best outcomes for individuals with disabilities, promoting independence and empowering them to live their best lives. She is a strong advocate for inclusivity and has passion for making a positive impact in the lives of those she serves. 

With her compassionate nature, leadership qualities, and dedication, Jessica continues to inspire and make a difference in the disability community. She firmly believes in the potential of every individual and works tirelessly to ensure accessibility and inclusion for all. 



Tory McPhee   


Meet Tory, a passionate Specialist Support Coordinator with a relentless drive to achieve the best outcomes for participants, empowering them to live life on their own terms.  

With nearly two decades of experience in the community services sector, Tory has been on a transformative journey, playing a pivotal role in various capacities such as Support Worker, Team Leader, Accommodation Manager, People and Culture leader, Cluster Manager for CJP and YPLC and General Manager. As a General Manager for home support services, Tory specialised in designing personalised support plans for participants of the lifetime care and support authority.   

Tory is a trusted figure to her colleagues, participants, and the community, thanks to her extensive experience, empathetic approach, and dedication. She strongly advocates for individual choice and works tirelessly to empower every participant she supports.   


If you would like to speak with our Support Coordinators, please call 1300 668 123 or fill in the form below.

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