Support coordinators act as intermediaries between the National Disability Insurance Scheme (NDIS) and participants, facilitating access to funded supports. This multifaceted role requires extensive system knowledge, specialised skills and key personal attributes, but there has been limited attention to how these factors interrelate and the barriers to effective service delivery. 

This article describes the results of interviews with NDIS participants, family members, allied health professionals and support coordinators across metropolitan and rural Australia. The data analysis identified two key themes:

• unveiling hidden labour (the causes and consequences of system strain)
• capacity and fit (factors that sustain an effective workforce).

The article makes recommendations to support current and future intermediaries, including the proposed Navigator role that is expected to supersede existing support coordination functions. To address inefficiencies associated with unclear role delineation and system complexity, the authors discuss opportunities to strengthen pathways towards a respected, professionalised workforce through stronger government recognition, regulatory reform and sustained investment in standardised training and professional development.