Day in the life of a Specialist Support Coordinator

What is a day in the life of an NDIS Specialist Support Coordinator (SSC) at Ark look like? If you are looking into support coordination as a career path, or maybe you are a participant or support one and want to understand what your specialist support coordination provider better, this blog is for you. We asked Kathy, one of our stellar SSCs to let us know what she got up to in a day and this is what she reported back…

7:50 - 8:15 AM: Coffee Fuelled Start

My day begins at 7:50 AM with a cup of coffee from the coffee machine or our beloved local coffee spot, Café Journey. I take a moment to enjoy the steaming sip, as my mornings are about setting the day's tone. What I like to do first is jot down all the priorities needing attention from the previous few days, although I know a phone call or email could alter the course of the day. I've learned flexibility and problem-solving are essential to being an NDIS Specialist Support Coordinator.

8:15 - 9:30 AM: Tackling the Inbox

I've planned for the next hour and a half to read emails and follow up on tasks from the previous day. However, there is an email waiting for me that I couldn't pre-empt on my to-do list; one of my clients was admitted to the hospital overnight following a seizure. I called the hospital to connect with a social worker to see how they are and what led to the hospital admission. Talking with the social worker, I found out my client (who has schizophrenia and polydipsia) drank too much water, which can trigger their seizures.

The social worker and I discussed what measures we can take in the community to reduce the chance of another seizure, which will involve monitoring their water intake in their supported independent living accommodation. I make a note to connect with the participant's occupational therapist and positive behaviour support practitioner to let them know what happened and discuss a plan to reduce their risk of seizures moving forward.

It's a reminder that unexpected turns are part of the job, demanding prioritisation as needed.

9:30 - 10:00 AM: Team Huddle and Wellbeing Check In

I stopped my work to join the online Team Huddle. My teammates are either around me in the office or on the computer screen in these weekly catch ups. It's an opportunity to give a public thank you, check in with our colleagues in the southwest and Kununurra, and chat through any management or industry updates we need to know about.

Our resident well-being mentor, Edgar, also has a segment discussing a topic related to well-being. Today's focus? Sleep hygiene. Edgar's insights remind us of the importance of self-care, inside and outside the office, as in this role, as we often work with people experiencing crises.

10:00 - 12:00 PM: Client Meeting in Rockingham

Jumping from the huddle into the car, I'm off to Rockingham for a client meeting. This client lives alone in supported independent living and receives 1:1 support through their NDIS plan. However, their new NDIS plan is only going to fund 1:2 living support moving forward. This means my client will have to move in with a roommate who also requires an NDIS-funded support worker who will provide support to both individuals in the accommodation at a 1:2 ratio.

This will be a challenge for my client, and we discussed their concerns moving from 1:1 support to 1:2 support, and if there is anyone they would like to live with. The change in the plan also means finding my client new supported independent living, as the client's current accommodation provider only offers 1:1 support.

It is a tough conversation, as living with a roommate is not what the client desires, and the impacts of their disability require 1:1 support. I'm always trying to balance the participant's wishes and goals with what the NDIS-funded supports allow, which is the reality of working within the NDIS system. My top priority is ensuring my client feels supported and that I am doing everything I can to apply for funding to keep them in their current living situation.

12:30 PM - 1:30 PM: Documentation and Stakeholder Update

By 12:30 PM, I am back in the office, taking notes on what was said in the meeting while the conversation is fresh in my head. I then email all the stakeholders an update, informing them on the participant's desires to stay in 1:1 supported independent living and ask for their input to help me brainstorm the best support we can provide moving forward.

12:30 – 12:30 PM: Lunch at Dolce and Solato

No day is complete without a midday refuel and catch-up in the break room. My go-to is the mouthwatering margherita pizza on focaccia bread from Dolce and Solato to energise me for the tasks ahead.

12:30 -1:00 PM: Email Catch-Up and Accommodation Research

I dedicated the next chunk of time to tackling the influx of emails my inbox received while I was out of the office. What has emerged as my top priority is a client transitioning from prison to community living. I start looking into accommodation options, aligning them with the guardian's preferences and calling on our internal expertise.

Every day, we receive emails from the team asking for advice on what to do in a situation or recommendations for providers we've worked with before. Our team’s prior work experience in the justice system, child protection, allied health and community mental health settings always comes in handy. We are lucky to be able to tap into each other's knowledge with an email or a quick chat.

I reach out to the team via email, enquiring about providers' experience of justice and mental health. In no time, I will have many more providers to contact regarding their availability and capacity. Once I gather the providers to choose from, I will present these options to the guardian, along with the feedback from the team, to do my best to ensure a smooth transition post-release for my client.

2:30 - 4:00 PM: End of Plan Report

As the afternoon progresses, I make time for an End of Plan report, a critical document submitted to the NDIS for plan reassessment.

When an NDIS plan ends, there is typically a scheduled plan reassessment for the NDIA to see how the supports are working for the participant and if there are any additional supports they may need. For example, this report reflects on the past year of the participant's engagement with their new supports, progress, barriers, and recommendations for the next plan to help them achieve their goals.

4:00 – 4:30 PM Wrapping Up the Day

As the clock hits 4:30 PM, I ensure all case notes are complete, emails responded to, and I finish as many small tasks as possible. Tomorrow, most of the day will be spent on professional development training on FASD.

A day as an Specialist Support Coordinator can encompass many roles using a wide range of skills; some big ones that come to mind today are compassion, strategic thinking and adaptability. It’s really important for the work space of an SSC to be safe to ask questions, bounce ideas off of, or receive formal and informal support. Knowing there is always someone in the office you can bounce around ideas with on how to tackle a tricky situation makes a huge difference.

If you can see yourself fulfilling the role as an NDIS Support Coordinator in W.A., we are always on the lookout for our next addition to the team.

You can get in touch with us for hiring enquiries via Work With Us page and, if you’d like to know more about the responsibilities of SSCs, check out our blog post Specialist Support Coordinators: Roles and Responsibilities.

Katherine Sutton