A day in the life of Rachel – our NDIS Support Coordinator!

June 20, 2022

NDIS Support Coordinator

Rachel Timm is an NDIS Support Coordinator and Psychosocial Recovery Coach at Disability Plan Services where she says every day is “completely different” and she wouldn’t have it any other way.

Rachel knows the importance of her role and goes above and beyond to give NDIS participants what they want as well as what they may need to live life to the fullest.

In addition to focusing on providing the Assistance With Daily Life NDIS participants may need, support coordinators can assist those with NDIS plans by:

· helping understand terminology within NDIS plans

· organising individualised NDIS plans

· providing education on NDIS services available

· broadening a participant’s support systems by introducing them to new social and community groups

· connecting them with providers such as physiotherapists to deliver allied health services

· assisting in times of need – eg. if a client needs assistance with parts of their NDIS plan, or they’re not getting along with a provider

Rachel’s daily work routine guide as an NDIS Support Coordinator:


Start the day!

“What we do differs for each NDIS participant, as do their plans and personal situations. We do the hard parts, so NDIS participants get to spend their time enjoying themselves. We’re on your side, we’re on your team,” says Rachel.

With plans only pencilled in, Rachel sets a rough daily template to add some consistency in her work days.

9am – 10.30am

Meet with an NDIS participant at their place of choice – either at the Disability Plan Services office, their homes, or in a public place the client is comfortable meeting.

Discussions with participants cover anything and everything, including:

· answering any question a participant may have, from something to do with their plan, through to queries they may have about a provider.

· updating their utilisation of NDIS plans

· Checking their supports are running properly

· checking personalised supports are working for specific client needs and wants

· helping with NDIS funding questions

· preparing for upcoming NDIS plan reviews.

10.30am – 10.45am

At this point, it’s time to return back to the Disability Plan Services office. While this is usually only a short car trip, Rachel tries to schedule phone calls with participants to check in with them and see if they’re in need of any assistance.

“Our clients could need me to drop everything at the last minute to help with something urgent and my whole schedule will change, but I’m prepared to do that – that’s my job,” says Rachel.

10.45am – 1pm

Once Rachel is back in the office, it’s time to get to work on behalf of her participants to make their lives that little bit easier. This can include:

· replying to emails · organising meetings for NDIS participants to enhance their socialisation skills

· sorting paperwork and completing forms on behalf of NDIS participants

· completing referral forms and service agreements for clients

· researching options for Assistance With Daily Life NDIS participants may need

· calculating client budgets and ensuring they align with their NDIS plan funding

· negotiating the best possible agreements with client service providers.

1pm – 1.30pm

Lunch time!

1.30pm – 1.45pm

After lunch, Rachel is back in the car to meet with her next participant in a place that is convenient and comfortable for them.

1.45pm – 2.45pm

One of Rachel’s roles is to connect NDIS participants with broader support systems to develop their independence and community involvement.

These can include:

· social and community activities

· development and training interests.

Often Rachel will go with her client to meet their new support group, and help them get settled in.

2.45pm – 5pm

Rachel rounds out the day with some one-on-one phone check-ins. These phone calls may include:

· checking on the client’s mental health and wellbeing

· making sure client’s NDIS plans are being used exactly how they want

· providing clients with updates about their NDIS plan.

As an NDIS Support Coordinator, Rachel says she strives make life easier and more enjoyable for her clients.

“The main thing people often don’t realise is that we are a separate body and don’t work for NDIS or the governments, we work for NDIS participants and NDIS participants only. This means, those who choose to partner with us will always receive personal one-on-one support and they can be completely honest and open with us about what they need and what they want,” says Rachel.

After studying Human Services at Griffith University, Rachel became a support worker for Child Safety from January 2020 before joining the Disability Plan Services team in February 2021. Even with her extensive relevant background, Rachel understands how navigating the NDIS can be overwhelming and confusing.

“I work 38 hours a week on this complex government scheme, and I still come across hurdles from time to time – I can’t begin to imagine what it would be like for NDIS participants who don’t work in the industry! On top of managing and living with their disability, they could have a job and children to look after,” says Rachel.

“It makes me frustrated and upset to see people aren’t accessing things they can through NDIS because they don’t know where to start looking and that’s not their fault. What I really like about my role is being able to ask them: ‘Hey, did you know you can get X, Y, and Z?’ and making their lives just that little bit easier.”

“If you are struggling with NDIS, there is a service out there to help you – and it’s us.”

At Disability Plan Services, we’re committed to providing you with plan management services that go above and beyond expectations. By choosing Disability Plan Services to help you manage your Individual Assist NDIS support network, your plan remains in your control. If you’re looking for a plan management provider with countless positive testimonials, Google ratings and reviews, call us on 1800 312 870 or email info@disabilityplanservices.com.au. .