Progress notes are the foundation of a support coordinator’s documentation. They demonstrate to the NDIA, participants, and auditors that you are actively coordinating supports, that funding is being used effectively, and that participants are working towards their goals. Yet many support coordinators find them time-consuming and difficult to write consistently. This guide makes it easier.
Why Progress Notes Matter
Progress notes serve several critical functions:
- They justify your claims against the Support Coordination line in the participant’s plan
- They provide evidence of your coordination activities for NDIS audits
- They form the raw material for plan review reports
- They document participant progress towards goals, which is essential for successful plan renewals
- They protect you professionally if a participant or family member later questions what coordination was done
What Must Be in Every Progress Note
A compliant support coordination progress note should include:
- Date and duration — when the coordination activity occurred and how long it took
- Type of activity — what you actually did (participant contact, provider contact, liaison, report writing, crisis intervention, etc.)
- Participants and parties involved — who you spoke to or corresponded with
- Outcome or action taken — what was achieved or decided
- Link to NDIS goals — how this activity supports the participant’s stated goals or plan outcomes
- Next steps — what needs to happen next and by when
A Simple Structure That Works
Use this structure for every note:
- Context (1–2 sentences): What prompted this coordination activity? Was it a scheduled check-in, a provider issue, a participant request, or a crisis?
- What was done (2–4 sentences): Specifically describe what you did. Be factual and specific — avoid vague language like “discussed supports.”
- Outcome (1–2 sentences): What was the result? Was a service booking confirmed? Was a provider issue resolved? Was a referral made?
- Goal link (1 sentence): Connect the activity to a goal in the participant’s plan.
- Next action (1 sentence): What is the next step and when will it occur?
Examples: Good vs Poor Progress Notes
Poor note: “Called James and discussed supports. Followed up with provider.”
Good note: “Telephone contact with participant James (30 minutes). James reported that his OT sessions had not commenced despite a service agreement being in place for six weeks. Contacted Sunrise Therapy (OT provider) — spoke with coordinator Sarah M. First OT session confirmed for 14 February 2025. This resolves a gap in James’s capacity building supports and directly supports his goal of improving independent living skills. Will follow up with James following his first session.”
The difference is specificity. Auditors and the NDIA need to be able to read your note and understand exactly what coordination was provided and why it was needed.
Using Notes for Plan Review Reports
If you write detailed, goal-linked progress notes throughout the plan period, your plan review report practically writes itself. Most of the content you need — what was tried, what worked, what barriers were encountered, what the participant achieved — is already documented in your notes. This is why consistent note-writing saves significant time at the end of the plan period.
How Often Should You Write Notes?
Every billable coordination activity must have a corresponding progress note. At a minimum this means:
- Every contact with the participant or their nominee
- Every contact with a service provider on the participant’s behalf
- Every report written
- Every plan review meeting attended
- Any crisis response
Key Takeaways
- Never claim a support coordination hour without a corresponding progress note.
- Be specific — names, dates, outcomes, next steps.
- Link every note to a participant goal.
- Consistent notes make plan reviews fast and defensible.
- Use software that lets you write and store notes against each participant so everything is searchable and audit-ready.