Support Coordination involves more than just assisting customers and encouraging their capacity. If only it were that straightforward!
However, this role frequently encounters budget constraints that can become caught up in sustainability concerns.
Often the budget is limited, the NDIS makes decision about participants capacity that are not always thought out, or because of a lack of reports and you can become stuck in the ethical dilemma of continuing service pro-bono, (due to issues that have arisen beyond anyone’s control) or not servicing your customer.
How do you successfully manage working with your customers and make their support coordination budget work?
On a tight budget, prioritising these four items and holding those hours in reserve could be the difference between over or underutilising a budget.
Preparation of report – minimum of 4 hours
Initial Meeting – minimum of 1 hour
Review meeting and planning – minimum of 2 hours
Travel – minimum of 1 hour
Total 8 hours
Case Study: James – new customer, a 43-year-old with a vision impairment, lives independently with his dog. He receives some informal support from cousins and friends and has just received a 2-year plan that designates 24 hours for Support Coordination. James has had three previous NDIS plans but has had some issues with finding reliable supports that meet his needs. We have allocated 8 hours of James’s budget out of the 24 available, leaving 16 hours unused. In our recent discussion with James, he expressed the following needs:
In anticipation of potential changes resulting from the functional assessment report, it is recommended to set aside an additional 3 hours. These hours will be utilised to read the report, discussions and assist James with paperwork and NDIS lodging. It's important to note that due to James' disability, these tasks must be carried out at his residence, so travel will be increased. James now has approx. 13 hours remaining. |
Here are 8 tips that will help you to build a successful relationship and maintain a support coordination budget within its scope.
1. Transparent communication: Discussions about your billing and how you plan to manage the funding are important. Establishing open communication with your customers about needs and expectations. Explaining how you will utilise the funding prevents misunderstanding down the road.
2. Customise your plans: Each customer is unique and no two disabilities and how your customers live with them is alike. Your customers’ needs may change, and you need to tailor your plan for their budget along with them. A personalised approach often leads to a more efficient use of the funds.
3. Regular Assessment and Adjustments: Needs evolve, and your customers may require more or fewer hours as their circumstances change. Periodic assessments of their needs and adjusting your billing accordingly will help to prevent over utilisation and ensure the funding is being used correctly.
4. Time Tracking tools: Technology can be your ally. There are numerous time tracking tools available that can help you to accurately record the time spent. Some tools are able to generate detailed reports.
5. Collaboration: The team that you build around your customers, including informal supports assists you in minimising costs associated with budget blow outs. Developing relationships within the industry also goes a long way in knowing exactly who you can put forward to your customer in a timely manner.
6. Get to know the plan manager: As outlined in the NDIS May 2023 quarterly report, approximately 56% of participants have the assistance of a plan manager. Some customers also opt for a combination of plan management and self-management. This collaborative relationship provides you with the chance to gain insights into your clients' funding and its allocation, ultimately leading to capacity building opportunities.
7. Negotiation: Sometimes it’s necessary to negotiate with service providers or support for your customers to get the best value. At times you may need to talk through issues that have arisen on behalf of your customers, if you have built a good relationship with both then the task is easier and quicker.
8. Delegation: In the disability sector, there is a common misunderstanding about the roles and responsibilities of Support Coordinators. Many service providers often have incorrect expectations about the time and tasks involved. To provide efficient support, it's crucial to engage the support networks around your clients and delegate tasks that align with their roles. Delegation not only clarifies responsibilities but also optimises the efficient use of your clients' budgets.
Case Study James has 13 available hours that you can use to support him as needed. During this time, the following developments have taken place: - You've identified an additional support provider. - You've discovered a gardener who can also handle minor maintenance tasks in and around James' home. - An Occupational Therapist (OT) with expertise in vision impairment has conducted a comprehensive functional assessment for James. - You've engaged in phone conversations with James and his support network, exchanged emails, and provided a concise 8-week implementation report to the NDIS. - There have been some issues along the way, but with the good working relationships all round, they have been resolved through discussions between the parties and minimal time spent. - The OT has recommended AT (assistive technology) that will enhance James’s life and make things like watching TV and reading documents better. - Consultation with OT and James about moving forward with a change of situation. - Phone call to facilitate and oversee the support worker that James will need assistance with lodging a change in situation and how they can assist James, to make a call to the NDIS and fill in the paperwork. James has 5.5 hours left, and he's on schedule with his funding. You can now utilise the initial allocated hours to help with the upcoming NDIS meeting that James and his support have scheduled with the NDIS. This involves spending time on report writing, collecting reports, and traveling to James's home to prepare a new set of goals, which will incorporate the assistive technology requested by James's occupational therapist (OT). |
Outcome: In our case study, James successfully incorporated Assistive Technology with guidance and assistance from his Occupational Therapist (OT). Additionally, the NDIS has approved a new 2-year plan for James, driven by fresh goals and a renewed allocation of 12 hours per year for Support Coordination. With James's new plan in place, we are initiating a similar process to what we did in his previous plan. Most of James's supports are already in place, and looking ahead, the primary focus will be on monthly check-ins. More hours can be allocated to assist James in understanding his plan manager portal. With the assistive technology now implemented, which greatly improves his vision, James has the option to closely monitor his funding levels. This newfound insight will empower him to work effectively with his supports especially when James need those extra supports to take him to the eye hospital. |
In our case study, it may appear that everything has been neatly wrapped up. However, the reality is that challenges can still emerge in the future.
Fortunately, the approach to allocating funding and the role as a support coordinator has established a strong foundation.
This enables us to manage time efficiently and maintain a contingency fund for any potential crises.
The key to success lies in thorough planning and effective collaboration with our customers.
The Lama Care Team
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