Building an Efficient Support Coordination Workflow: Templates and SOPs
Build a support coordination workflow that protects billable hours under frozen rates — SOPs, templates, a 14-day onboarding example and the 90-day claim rule
Map the participant lifecycle before you build anything
Why SOPs matter more under frozen rates
The SOPs every practice should write first
Templates that save the most time
Worked example: the first 14 days with a new participant
Design the workflow around billable and non-billable time
Build claiming into the workflow — the 90-day window
Bake compliance into the workflow, not on top of it
Document, date and version-control your SOPs
Common workflow mistakes that cost coordinators
Future-proof for the 2028 commissioned model
Frequently asked questions
What should a support coordination case note include?
At minimum: the date, who you contacted, the participant goal it relates to, what was actioned or agreed, the time spent, and a billable or non-billable tag. Write it the same day, not in a weekly batch, so detail is accurate and the claim is defensible if the NDIA queries it. Consistent notes are also the evidence trail an audit or the future commissioned panel will expect.
How do frozen price limits change how I build my workflow?
Because the price ceiling is fixed — a seventh year of frozen support coordination limits as at the 2026-27 PAPL — you cannot raise revenue per hour, so the workflow has to raise the share of your day that is billable and cut admin cost per hour. That means templated documents, same-day notes and scheduled claiming. Confirm the current price limits in the PAPL at ndis.gov.au before quoting them.
Do I need registration to run standard support coordination?
Mandatory registration for standard support coordination (group 0106) was paused in December 2025 with no new date, and requirements will align to the 2028 commissioned model. Specialist Support Coordination (group 0132) still requires registration, with a Core Module plus Specialist Module 4 audit. Verify your current obligation against the NDIS Commission at ndiscommission.gov.au.
When does the 90-day claim window start?
The claim window is set to shorten from two years to 90 days from 1 December 2026 under the Securing the NDIS for Future Generations reforms. In practice, an unbilled service after 90 days becomes unpaid work, so move to weekly or fortnightly claiming. Confirm the commencement and any transitional rules against health.gov.au/securingtheNDIS and the Federal Register of Legislation, as reform dates can shift.
How is the SC price limit different from the SCHADS award?
The support coordination price limit is the maximum you can bill a participant's plan; the SCHADS award (MA000100) sets what an employed worker is paid, via Fair Work. They are different numbers for different purposes — never price your practice by treating one as the other. Your workflow should track billable revenue against staff costs separately.