CoAct Support Coordination

About CoAct Support Coordination

CoAct Support Coordination is the NDIS arm of Job Futures Ltd, a not-for-profit whose main business is government-funded employment services. The entity has held its ABN since May 2000, has been registered as a charity with the Australian Charities and Not-for-profits Commission since December 2012, and has traded under the registered business name CoAct since September 2014. It describes itself as a company limited by guarantee, owned by its member service partners and governed by a board of independent directors — a structure it publishes openly, and an unusual one in this directory, where most providers are private companies.

The support coordination team works in person in Brisbane and Sydney, and by phone and video across Queensland, New South Wales and Victoria. The address shown here is the outlet the NDIS Commission records for the organisation, at Stones Corner in Brisbane.

Their stated approach is to help participants understand their plan, choose supports, keep those supports working together, and build the confidence to manage more of it independently over time. They say they work with participants whose plans include support coordination funding, people new to the scheme, participants changing coordinators, and the families, carers and nominees supporting them.

Services CoAct Support Coordination provides

The services below are the three options CoAct lists on its own enquiry form. All three sit within the Support Coordination registration group the NDIS Commission holds for this provider. Availability can vary, so confirm directly that a specific support is offered in your area and fits your plan.

• Support coordination — help understanding your plan, finding and connecting with providers, and keeping services working together
• Specialist support coordination — for participants whose circumstances are more complex and whose plans fund the specialist level
• Psychosocial recovery coaching — for participants with psychosocial disability, focused on recovery-oriented support

Registration, and the conditions on it

The NDIS Quality and Safeguards Commission records this provider as Approved, with registration in force until 29 June 2029, under the legal entity Job Futures Ltd (ABN 13 080 037 538). The Commission lists four approved registration groups: Assist-Life Stage Transition, Therapeutic Supports, Support Coordination and Behaviour Support. Holding a registration group means a provider is permitted to deliver those supports — it is not a statement that all of them are currently offered, and CoAct advertises only the support-coordination services listed above.

The Commission also records two conditions on the registration. In its own words, a condition is imposed for assessment of the remaining elements of Module 4 to be conducted three months after service delivery has commenced in class of support 0132, and the same for Module 2 in class of support 0110. We publish the conditions because they are on the public record; what they mean for a particular support is a question for the provider or the Commission, not for us.

You can check all of this yourself, and see any change to it, on the Commission's own page for this provider.

How getting started works

CoAct publishes a four-step intake: register your interest through their form or by calling 1800 226 228, with a response undertaken within 24 hours in business hours; a conversation to understand what you need; a first meeting either in person or by telehealth; and then ongoing support.

Because they work in person in Brisbane and Sydney but by phone and video more widely, it is worth being explicit at the first contact about which you want. A coordinator you can meet face to face is a different proposition from one you will only ever speak to on video, and both are legitimate — but the two are easy to conflate when a provider offers each in different places.

What to ask before choosing a support coordinator

Ask who your coordinator would actually be, how many participants they carry, and what happens when they are on leave. Support coordination is a relationship with a person more than with an organisation, and a large provider is not automatically a well-staffed one in your area.

Ask how hours are drawn down against your plan and how you will be told when the funding is running low. Ask for this in writing before you sign a service agreement, along with the cancellation policy and the notice they need.

Ask whether they will refer you to services connected to their own organisation, and how they handle that. CoAct's members and partners deliver employment services, so it is a fair and unremarkable question to ask how a coordinator separates coordinating your plan from directing you towards a related program. Any coordinator should be able to answer it plainly.

For a registered provider, complaints can also go to the NDIS Quality and Safeguards Commission, independently of the provider's own complaints process.

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