Everything You Need to Know About Level 1 Support Coordination

Navigating the National Disability Insurance Scheme (NDIS) can feel overwhelming, especially for participants who are new to the system. To help participants understand their plans and connect with the right supports, the NDIS funds different levels of Support Coordination.

Level 1 Support Coordination, also known as Support Connection, is the most basic level and plays an important role in helping participants build confidence and independence early in their NDIS journey.

This guide explains what Level 1 Support Coordination is, who it’s for, what Support Coordinators do, pay rates, qualifications, and how it differs from other coordination levels.
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What Is Level 1 Support Coordination?

Level 1 Support Coordination, formally referred to as Support Connection, is designed to help participants connect with services and supports outlined in their NDIS plan.

The primary goal of Level 1 is capacity building. Rather than managing services long-term, Level 1 Support Coordinators focus on helping participants understand their plan, explore available options, and develop the skills needed to manage their supports independently over time.

This level is typically short-term and low-intensity, making it suitable for participants with straightforward needs.

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Duties of Level 1 NDIS Support Workers

Level 1 NDIS Support Workers play a vital role in helping participants manage everyday activities and maintain independence. They provide practical, hands-on assistance tailored to individual needs, focusing on daily living, community participation, and overall wellbeing. While they typically support participants with lower-complexity needs, their work is essential in ensuring participants feel supported, safe, and empowered to achieve their goals under their NDIS plan.
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1. Assisting with Daily Living Activities

• Help participants with personal care, such as bathing, dressing, grooming, and toileting.
  
• Support with meal preparation and feeding where necessary.
  
• Encourage independence while providing appropriate assistance.
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2. Transport and Community Access

• Accompany participants to appointments, social activities, and community events.
• Assist with safe use of public transport or mobility aids.
  
  

3. Household Support

• Help with light domestic tasks such as cleaning, laundry, and tidying.
• Ensure the participant’s living environment is safe and comfortable.
  
  

4. Social and Emotional Support

• Provide companionship and engage participants in meaningful activities.
• Encourage social participation and interaction with others.
• Offer basic emotional support and reassurance.
  
  

5. Monitoring and Reporting

• Observe and report changes in participant health, behavior, or wellbeing to supervisors.
• Maintain accurate records of care and support provided.
  
  

6. Plan Implementation Support

• Assist participants in connecting with services outlined in their NDIS plan.
• Support participants to achieve simple goals, such as attending appointments or engaging in community activities.
  
  

7. Following NDIS Guidelines

• Adhere to NDIS Code of Conduct, policies, and procedures.
• Maintain confidentiality and respect participant rights and choices.
• Ensure safety protocols are followed at all times.
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Overall, Level 1 NDIS Support Workers focus on delivering reliable, person-centred support that enhances a participant’s quality of life. By assisting with daily tasks, encouraging community engagement, and upholding NDIS standards, they form the foundation of quality disability support services. Their role may be entry-level, but their impact on participant independence and confidence is significant.
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Who Is Level 1 Support Coordination Suitable For?

Level 1 Support Coordination is generally suitable for participants who:

• Have low to minimal support needs.
• Have stable housing and support arrangements.
• Are new to the NDIS and need initial guidance.
• Can self-manage or plan-manage their supports with minimal assistance.
• Do not face complex behavioural, medical, or psychosocial challenges.

Example Scenarios

• A participant receiving their first NDIS plan.
• A participant needing help choosing providers for core supports.
• A participant transitioning from informal to formal supports.

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Level 1 Support Coordination Pay Rates

NDIS Price Guide Rates

The NDIA sets maximum hourly price limits for Support Coordination under the NDIS Pricing Arrangements and Price Limits. Level 1 Support Coordination (Support Connection) is funded at a lower hourly rate than Levels 2 and 3, as it involves lower complexity and short-term capacity-building support.

The price limit generally covers:

• Face-to-face support
• Non-face-to-face activities (such as phone calls, service coordination, and follow-ups)
• Provider travel (subject to NDIS travel rules)
• Basic reporting and documentation
  
  

Providers must always refer to the current NDIS Pricing Arrangements and Price Limits to ensure compliance, as rates may change annually.

Employee Pay Rates (SCHADS Award 2025/26)

While the NDIS sets the maximum amount a provider can charge, employee wages are governed by the SCHADS Award (Social, Community, Home Care and Disability Services Award).

According to 2025 SCHADS guidance (as outlined by Imploy), Level 1 disability-related roles typically attract the following minimum hourly rates:

Full-Time / Part-Time (Ordinary Hours):

• Level 1 - Pay Point 1: approx. $26.30 per hour
• Level 1 - Pay Point 2: approx. $27.15 per hour
• Level 1 - Pay Point 3: approx. $28.12 per hour
  
  

Casual (Including 25% Loading):

• Level 1 - Pay Point 1: approx. $32.88 per hour
• Level 1 - Pay Point 2: approx. $33.94 per hour
• Level 1 - Pay Point 3: approx. $35.15 per hour
  
  

Penalty rates apply for weekends, public holidays, afternoon shifts and night work. For a detailed breakdown of current disability support worker pay rates, you can refer to Imploy’s 2025 guide Level 1 Disability Support Worker Pay Guide.
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Qualifications and Skills Required for Level 1 Support Coordination

Are Formal Qualifications Mandatory?

Under current NDIS guidelines, there is no mandatory qualification specified by the NDIA to work as a Level 1 Support Coordinator (Support Connection). The NDIS does not prescribe a specific certificate, diploma, or degree for this role.

However, all Support Coordinators must comply with broader regulatory obligations, including:

• Adhering to the NDIS Code of Conduct
• Meeting NDIS Practice Standards (if working for a registered provider)
• Holding relevant worker screening and safety checks

While formal qualifications are not compulsory, many providers prefer candidates with relevant study or industry experience.

Commonly Preferred Qualifications

Although not legally required, employers often look for qualifications that demonstrate knowledge of disability and community services, such as:

• Certificate IV in Disability
• Certificate IV in Community Services
• Certificate IV in Mental Health
• Diploma in Community Services or Disability
• Other related human services qualifications
  
  

These qualifications can strengthen a candidate’s understanding of person-centred practice, safeguarding, and the NDIS framework.

Some providers may also consider relevant industry experience in place of formal study, particularly for entry-level roles.

Essential Skills for Level 1 Support Coordinators

Because Level 1 Support Coordination focuses on connecting participants and building independence, practical skills are just as important as formal study.

Key skills include:

• Strong communication and interpersonal skills: Ability to build rapport and communicate clearly with participants, families, and service providers.
• Understanding of the NDIS framework: Basic knowledge of how plans work, funding categories, and service types.
• Ability to explain information in plain language: Supporting participants to understand their plan, funding, and options.
• Knowledge of local services and community supports: Being able to connect participants with appropriate providers efficiently.
• Organisational and time-management skills: Managing referrals, documentation, meetings, and follow-ups within funded hours.
• Professional boundaries and scope awareness: Understanding what falls within Level 1 responsibilities and when escalation to Level 2 or Level 3 is required.

Screening and Compliance Requirements

Regardless of qualifications, Level 1 Support Coordinators typically require:

• NDIS Worker Screening Check
• Police Check
• Working With Children Check (where applicable)
• Compliance with provider onboarding and safeguarding policies
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Challenges and Limitations of Level 1 Support Coordination

While Level 1 Support Coordination plays an important role in the NDIS ecosystem, it does come with certain limitations due to its short-term and lower-intensity nature.

Some common challenges include:

1. Limited funded hours
Level 1 funding is typically allocated for a small number of hours. This can restrict the depth of engagement, particularly if participants require additional time to understand their plan or connect with suitable providers.

2. Managing participant expectations
Participants and families may expect ongoing case management or crisis support, which falls outside the scope of Level 1. Clear communication about role boundaries is essential to avoid misunderstandings.

3. Identifying when needs exceed Level 1 scope
Support Coordinators must recognise early signs of increased complexity, such as safeguarding concerns, service breakdowns, or multiple system involvement. Remaining within scope is critical to safe and compliant practice.

4. Balancing capacity building with practical coordination
Level 1 focuses on building independence, but some participants may need more structured support before they are ready to self-manage effectively.

Early identification of complexity and clear role boundaries help prevent service gaps and ensure participants receive the appropriate level of support when needed.
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Major Differences Between Level 1, 2, and 3 Support Coordinators

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How Imploy Helps?

Imploy provides a complete workforce management solution for providers delivering Level 1 Support Coordination and other NDIS services. Key benefits include:

• SCHADS-compliant payroll: Automatically calculates pay rates, casual loadings, and penalties to ensure compliance with the 2025 award.
• Timesheet and rostering management: Simplifies scheduling and tracking of staff hours for face-to-face and non-face-to-face activities.
• Onboarding and compliance tools: Streamlines worker screening checks, inductions, and documentation requirements.
• Cost-effective operations: Reduces administrative burden, helping providers focus on delivering quality participant outcomes.
• Reporting and insights: Generates easy-to-read reports for funding, service delivery, and audit purposes.

By using Imploy, providers can manage their Level 1 Support Coordination workforce efficiently, stay compliant, and ensure participants receive timely and effective support.

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Final Thoughts

Level 1 Support Coordination plays an important role in helping participants take confident first steps in implementing their NDIS plan. While it is designed for lower-complexity needs and short-term support, it can significantly improve understanding, access to services, and independence. Choosing the right level of coordination ensures participants receive appropriate support while maintaining compliance and effective use of funding.
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Frequently Asked Questions (FAQs)

Q1. What is Level 1 Support Coordination?
Level 1 Support Coordination, also called Support Connection, helps NDIS participants connect with services in their plan, understand their funding, and build skills to manage supports independently. It is low-intensity and short-term.

Q2. Who is Level 1 Support Coordination suitable for?
‍It is ideal for participants with low to minimal support needs, stable housing, and straightforward goals. Those new to the NDIS or needing guidance on choosing providers also benefit from Level 1.

Q3. What does a Level 1 Support Coordinator do?
They assist with understanding the plan, connecting with service providers, building independence, providing practical support, and monitoring wellbeing. They do not manage crises, complex risks, or intensive case management.

Q4. How is Level 1 different from Level 2 and Level 3 Support Coordination?
Level 1 focuses on connection and capacity building for participants with simple needs. Level 2 provides medium-intensity support coordination for moderate complexity, while Level 3 handles specialist support for complex or high-risk situations.

Q5. Can Level 1 Support Coordination handle emergencies or complex cases?
‍No. Level 1 is not designed for crisis management or complex service coordination. Participants needing higher-intensity support should be referred to Level 2 or Level 3 Support Coordination.