Support coordinator referral checklist

This checklist can help support coordinators prepare a practical, consent-based provider enquiry. It is designed to reduce avoidable back-and-forth while keeping the participant’s choices central. Care4AU is a directory and introduction pathway; it does not determine plan funding, assess provider suitability or replace a coordinator’s professional responsibilities.

1. Confirm the participant’s preference and consent

• Ask what support the participant wants and what outcome matters to them.
• Confirm they want help to make an enquiry and who may receive the information.
• Agree how the participant wants updates and whether they want to be copied into provider communication.
• Use the minimum information needed for an initial enquiry. Do not submit sensitive documents without a clear need and permission.

2. Describe the referral clearly

Include the broad service type, suburb or service area, preferred start timeframe, frequency or schedule, communication or accessibility needs, and any essential matching preferences. Use plain language and distinguish must-have requirements from preferences. If location is uncertain, list the practical service area rather than a full street address.

3. State the funding context carefully

Identify the relevant arrangement only when the participant has confirmed it: self-managed, plan-managed, NDIA-managed, aged care or private payment. Ask a prospective provider whether they can work with that arrangement and what current requirements apply. Do not assume that every provider or service is claimable. The participant should check their plan, current rules and advice from the appropriate official source.

4. Ask providers for decision-ready information

• Do you currently serve this suburb, and when could support begin?
• Who will deliver the service and what screening, qualifications or registration apply?
• What are the rates, travel charges, cancellation terms and other costs?
• Can you provide a written service agreement and explain changes or exit terms?
• How do you support communication, choice, privacy, cultural safety and complaints?
• What happens if the regular worker is unavailable?

5. Compare and document responses

Record the date, contact person, services offered, availability, costs, requirements, open questions and participant feedback. Share the information in an accessible format and allow time for the participant to compare options without pressure. Verify registration in the relevant official register when it matters to the service or funding arrangement. A directory profile or provider claim is not an endorsement or confirmation of quality.

Using Care4AU

The support request form is free. It asks for an email address because Care4AU replies by email; no phone number is required. Make sure the participant agrees before you submit the request. We ask before sharing it with a provider. For privacy, do not enter NDIS numbers, full plans, bank details or unnecessary health information.

Use the support request form, review how requests work, and compare providers with the NDIS checklist or aged-care checklist. Official guidance: NDIS provider choice.