Barriers and Enablers for Effective Support Coordination in the National Disability Insurance Scheme

ABSTRACT Support coordinators act as intermediaries between the National Disability Insurance Scheme (NDIS) and participants, facilitating access to funded supports. To optimise outcomes, they must navigate NDIS complexities, identify services that meet individual needs and engage with diverse stakeholders. This multifaceted role demands extensive system knowledge, specialised skills and key personal attributes. However, understanding how these factors interrelate and the barriers that may constrain effective delivery has received limited attention. We addressed this through semi‐structured interviews, conducted remotely, with NDIS participants, family members, allied health professionals and support coordinators across metropolitan and rural Australia. Reflexive thematic analysis was used to interpret patterns across data. Two representative themes were identified. “Unveiling hidden labour” examined the causes and consequences of system strain, while “Capacity and fit” considered the factors that sustain an effective workforce. Data highlighted systemic challenges, personal suitability and professional readiness. Our recommendations support current and future intermediaries, including the proposed Navigator role that is expected to supersede existing support coordination functions. To address inefficiencies associated with unclear role delineation and system complexity, we identify opportunities to strengthen pathways towards a respected, professionalised workforce through stronger government recognition, regulatory reform and sustained investment in standardised training and professional development.