Some roles seem to overlap on paper, but when you’re navigating the National Disability Insurance Scheme (NDIS), definitions matter. So, can someone be both a support coordinator and a support worker? The short answer: technically, yes — but there are serious ethical, practical, and compliance boundaries to tread carefully.

Let’s unpack this with the precision of behavioural science, the clarity of a plain-speaking Aussie, and the strategic rigour your NDIS journey deserves.

What’s the difference between a support coordinator and a support worker?

To avoid blurred lines, it helps to understand what each role actually does.

Support Coordinator

• Helps NDIS participants understand and implement their NDIS plan

• Connects participants with services

• Problem-solves when issues arise

• Builds participants’ capacity to coordinate supports themselves

Think of them as the strategic arm — the planner, troubleshooter, and connector.

Support Worker

• Delivers direct, hands-on assistance with daily living (e.g., personal care, cooking, transport)

• Works from a care plan, not a strategic framework

• Forms a close, ongoing, often daily relationship with the participant

They’re the practical support on the ground — the doers.

So, while both roles are critical, they serve different psychological and functional needs.

Can the same person perform both roles?

Here’s where it gets messy.

Yes, an individual can technically offer both services — if they are qualified and the participant agrees. But the NDIA and most reputable providers frown upon it for a few reasons.

Why is dual-role delivery problematic?

1. Conflict of Interest (Cialdini: Authority)

Imagine you’re paying someone to advise you on what services to buy — and they also sell those services. That’s a conflict of interest.

In behavioural science, this creates choice architecture distortion. When a coordinator also offers support work, participants may feel subtly nudged or anchored to pick that worker — even if better or cheaper alternatives exist.

It’s why the NDIS Code of Conduct explicitly discourages dual roles unless strict safeguards are in place.

“Perceived independence matters just as much as actual independence.” — Dan Monheit

2. Loss of Objectivity (Ferrier: Behaviour-led decision distortion)

Support coordinators are meant to be strategic advisors. But if they’re also doing the day-to-day tasks, their objectivity gets clouded. They may recommend services that make their own life easier — not what’s best long-term for the participant.

This bias is called self-serving attribution, and it often flies under the radar.

3. Power Imbalance (Cialdini: Consistency & Liking)

Participants may feel obliged to “stay loyal” to the person helping them daily. This activates the consistency bias — we want to act in line with past behaviour to avoid cognitive dissonance. It also leans on liking — we trust those we see often.

But trust built on dependency isn’t always healthy.

Are there any situations where both roles are okay?

Yes — but rarely. Here’s when it may be acceptable:

• Rural or remote areas where workforce shortages make it necessary

• Emergency or short-term gaps in service coverage

• Participant choice, documented and consented to in writing

• Registered providers with rigorous internal separation between services (e.g., different staff, reporting lines, invoices)

Even then, providers must follow strict NDIS Quality and Safeguards Commission guidelines and be ready to show they’ve mitigated risks.

What do the guidelines say?

The NDIS Commission recommends providers clearly separate functions to reduce risk of bias and abuse. They warn that dual roles can:

• Reduce participants’ capacity to exercise choice and control

• Undermine transparency in decision-making

• Increase the risk of over-servicing or under-servicing

If you’re receiving both services from the same provider, you’re well within your rights to ask:

• Are different staff handling each role?

• How are conflicts of interest being managed?

• Is this arrangement in my best interests — or just convenient for the provider?

What do participants say?

Participants who’ve experienced both sides often describe mixed feelings.

Some love the continuity and rapport of having one trusted person.

“It was easier having one person who knew my whole situation. But later, I realised I wasn’t getting the full picture of what was possible.” — NDIS Participant, NSW

Others discovered better outcomes when roles were split.

“Once I got a separate coordinator, I found out about services I didn’t even know existed. It opened up my options.” — Participant in VIC

This echoes social proof — we learn from the stories and experiences of others, not just policies.

Is it ever in the participant’s best interests?

Sometimes. Especially when:

• Trust has already been built

• There’s a scarcity of workers

• The participant prefers it and is informed of all risks

• The support coordinator is part of a plan management team with oversight and transparency built in

But even then, it should be reviewed regularly.

How should providers handle dual-role requests?

If you’re a provider or support coordinator being asked to fill both roles:

• Get clear, written consent from the participant

• Outline all risks in plain English

• Set up separate teams and reporting structures

• Use different ABNs where possible

• Be transparent in invoices and service agreements

• Keep audit-ready records of all decisions

Think of it as a behavioural nudge toward transparency and independence.

What’s the better practice?

Where possible: Keep the roles separate.

It’s like having a dietitian and a chef. The chef might whip up a delicious meal, but you want your dietitian thinking clearly — not dreaming of butter.

Split roles mean:

• More objectivity

• Better oversight

• Greater trust from NDIA reviewers

• Reduced risk of compliance breaches

It’s not about red tape — it’s about dignity and choice.

FAQ

Can I request separate providers for each role?

Yes, and in fact, it’s encouraged. You have full control under the NDIS to separate support coordination and support work.

Will I lose funding if I combine both roles?

Not necessarily. But your plan must still meet NDIS guidelines, and providers must follow the Code of Conduct and show how risks are managed.

What should I do if I feel pressured to use the same person?

Raise it with your LAC, plan manager, or the NDIS Commission. You have the right to speak up without fear of losing services.

At the end of the day, dual-role delivery in the NDIS is a bit like letting your mechanic also decide which car you buy. It might seem convenient, but it clouds judgement.

If you want to better understand how coordination works — including what a coordinator actually should do — this Disability Support Coordination guide offers a useful breakdown.

And for a deeper dive into the official compliance stance, check out the NDIS Commission’s conflict of interest guidance.