Support Coordination Handover: Best Practice When Participants Change Coordinators
A practical support coordination handover guide: what to transfer, consent, the 90-day claim rule, conflict of interest and a ready-to-use checklist.
When a handover is triggered
What a complete handover pack contains
Consent comes first, always
The handover, step by step
Money: claims, the 90-day window and unspent funds
Conflict of interest during a handover
Receiving a participant: the incoming coordinator's job
How this plays out in practice
Common mistakes and edge cases
Documentation that protects you
What the 2028 reforms mean for handovers
Frequently asked questions
What information can I legally share when a participant changes support coordinators?
Only what the participant (or their authorised decision-maker) has consented to share, with the receiving provider named and the purpose clear. In practice that covers the current plan, active risks, service agreements, provider contacts, progress notes and outstanding tasks. Get consent in writing before you transfer anything, and if consent is refused, document that and continue to meet your duty of care.
How much notice do I have to give before handing over a participant?
Your notice period should be set in your service agreement, so agree it there rather than case by case. When a participant chooses to leave you must facilitate the move promptly and without obstruction under the Code of Conduct — delaying to protect caseload revenue is a conduct risk. Where you have notice, a one-to-two-week overlap with the incoming coordinator prevents gaps in support.
Do I lose the right to bill for handover-period work?
From 1 December 2026 you have 90 days from the date a support was delivered to submit the claim, down from two years, so reconcile and submit all unbilled hours before you disengage. Don't double-claim across any overlap — agree in writing who bills for what and set a cut-off date. Confirm the exact commencement against the current PAPL and health.gov.au.
What are the conflict-of-interest risks during a handover?
Two main ones: steering the participant toward a coordinator linked to your own business, and delaying or discouraging a move to keep the revenue. The participant chooses their next coordinator; present genuine options and disclose any relationship you have. The NDIA is actively scrutinising coordination invoicing, especially brokerage and multi-support arrangements.
What should I do if the participant has already disengaged and won't respond?
You still owe a duty of care, so attempt contact through documented channels before closing the file. If there are safety concerns and no receiving coordinator is confirmed, escalate rather than simply ending your service. Record every attempt, any risks the non-contact creates, and the date you formally close the service agreement.