How to Free Your Support Coordinators from Admin Hell and Boost Billable Hours

Employees-working in front of a computer

Imagine a day in the life of an NDIS Support Coordinator, where the bulk of their time is spent not on paperwork, but on life-changing interactions with clients. By embracing the power of offshoring administrative tasks, Support Coordinators can reclaim their passion for client care, boosting not just the billable hours but also the heartbeat of the business—its people’s job satisfaction. This is not just a dream; it’s a strategic move towards a more profitable and fulfilling Support Coordination NDIS business.

Admin Hell: The Support Coordinator’s Reality

For many Support Coordinators, their passion lies in the direct interaction with clients—those meaningful moments that can’t be replaced by paperwork. Yet, administrative tasks loom large, consuming valuable time that could be translated into billable hours. It’s a pattern seen all too often across NDIS providers, one that comes with a cost not just to employee satisfaction but also to the business’s bottom line.

Consider the hard numbers: as per the latest quarterly NDIS report, participant numbers have nearly tripled in the past five years, with more than 550,000 Australians now relying on this crucial support. In stark contrast, provider numbers have only doubled, spotlighting the pressing need for smarter work allocation—every hour lost to admin is an hour not spent capitalizing on the burgeoning market.

The key to unlocking the potential of your Support Coordinators lies in assessing the true value of their day-to-day tasks. With a clearer understanding of where their time is best invested, you can pave the way for a more efficient model that elevates both your service quality and your financial outcomes.

Shifting the Profit Margin with TOC Principles

Admin tasks are a silent thief in the NDIS landscape, creeping into the day and chipping away at the potential profit and productivity of your organization. The Theory of Constraints (TOC) is not just a tool to identify these bottlenecks; it’s a philosophy that can reshape the entire workflow to focus on maximizing billable hours and client satisfaction.

Take a moment to consider the transformative impact of applying TOC to your operations. As of 30 June, there were 466,598 NDIS participants supported by roughly 27,700 active NDIS suppliers, which translates to a massive opportunity for those who optimize their services. By realigning tasks, your Support Coordinators could significantly increase their direct service time. This isn’t speculative; it’s a data-driven approach that has proven successful. The shift could mean not just better margins but a more motivated team, wholly focused on delivering outstanding service.

Implementing TOC effectively means taking a hard look at where time is being spent and making bold decisions to streamline processes. In tackling these ‘time traps,’ the objective isn’t to add more work to the plate; it’s to redistribute the load in a way that aligns with the strengths and core functions of your team. By doing so, you’re not just improving productivity; you’re enhancing the quality of service your clients receive: a win-win scenario.

Offshoring Support Tasks for Better Profit Margin

Offshoring is more than just a cost-cutting measure—it’s a strategic shift that refocuses your team’s efforts on what truly matters: client care and service excellence:

  • Strategic Reallocation of Tasks
  • Long-term Partnership and Integration
  • Commitment to Efficiency and Care

Strategic Reallocation of Tasks

Offshoring allows for the strategic reallocation of routine, yet critical, back-office tasks to a dedicated offshore team. This enables local staff to reclaim their time for high-impact activities—primarily, client interactions that resonate with care and attention. By shifting these tasks offshore, Support Coordinators can concentrate on delivering the kind of service that truly makes a difference in the lives of NDIS participants.

Long-term Partnership and Integration

The decision to offshore should be viewed as the beginning of a long-term partnership, where offshore teams are not transient players but integral parts of the local operations. The expertise brought by the offshore team in handling administrative intricacies frees up the in-house team to focus on what they do best.

Commitment to Efficiency and Care

Embracing an offshore strategy demonstrates a clear commitment to both employees and clients. It’s a powerful statement that every aspect of the service—from the first point of contact to ongoing support—will be handled with the utmost efficiency and care. Such a commitment guarantees that the team is not merely meeting targets but is actively contributing to a cycle of continuous improvement, participant satisfaction, and organizational resilience in the face of the ever-changing demands of the NDIS landscape.

Obstacles to 100% Billable Time

The quest for 100% billable time is beset with familiar hurdles. Administrative tasks demand attention that could otherwise be directed toward client care, creating a persistent gap between potential and actual billable hours. This gap is a common thread across the sector, where paperwork can consume up to three hours of a support coordinator’s day — time that could otherwise translate into enhanced services and increased revenue.

This gap is best remedied by a different staff member engaged specifically to do these tasks, let’s call them a Support Coordinator Assistant—a title reflecting their pivotal support role. By engaging offshore professionals from fields like Psychology, Social Work, or Allied Health as Support Coordinator Assistants, they’re equipped to immediately understand clinical language, which is a significant advantage in handling Reports, Case Notes, and related tasks. The strategic placement of such Assistants ensures that Support Coordinators are empowered to remain in their passion zone, engaging with clients, rather than being mired in the quicksand of endless admin.

Each minute mired in administrative work represents a missed opportunity for engagement and progress. It’s the preparation of care plans, the meticulous compliance checks, and the essential yet time-consuming communication between stakeholders that add up. These tasks, while crucial, dilute the potential of service hours that could be charged, impacting not only the bottom line but also the well-being of the participants relying on these services.

The Revenue Growth and Employee Morale Equation

When offshoring is done right, it’s not just a business strategy—it’s a growth catalyst for your revenue and your team’s morale:

  • Enhanced Job Satisfaction and Productivity
  • Substantial Commercial Impact
  • A Culture of Excellence and Innovation

Enhanced Job Satisfaction and Productivity

Introducing an offshore Assistant can significantly uplift your staff’s well-being and your bottom line. By reducing the administrative load, Support Coordinators can invest more time in client interactions, leading to increased job satisfaction and productivity. This shift not only improves the quality of service but also boosts revenue, as a fulfilled team finds greater satisfaction in their ability to connect with and support clients, driving a palpable culture change within the organization.

Substantial Commercial Impact

The financial implications of offshoring are profound. For a nominal investment in an offshore Assistant—around $2,000 per month—you will see immediate returns. If they helped generate just two extra billable hours per day for a Level 3 Support Coordinator, this’d yield an additional $381 per day. Furthermore, one Support Coordinator Assistant can likely assist 2 to 3 Support Coordinators – so this opportunity for additional billable hours from one Support Coordinator Assistant could exceed over $1,000 per day! Expanding this strategy across your whole team, could have a HUGE impact on the financial performance of your NDIS Business. This substantial impact highlights the commercial viability of offshoring, allowing your organization to achieve a future state of heightened profitability and employee contentment.

A Culture of Excellence and Innovation

The link between employee satisfaction and revenue growth is undeniable. A team that feels valued is more productive, innovative, and committed. These dedicated professionals become the driving force behind a service that sets new benchmarks for excellence in the NDIS ecosystem, transforming the expected standards of care into a model of service excellence and cultural integrity.

The Financial Upside

Delving into the financials reveals the tangible impact of offshoring. Redirecting just two to three hours per day from administrative to billable tasks can result in a significant increase in revenue, but this is only the beginning. The true value lies in the heightened level of service that engaged, focused staff can provide—service that translates into better participant outcomes and stronger community ties.

Just imagine the significant financial upside when applying this to all your Support Coordinators—whether you have 10, 20, or 50, the numbers are compelling. The strategy goes beyond immediate billable hour increases—it’s about fostering an environment where service excellence is the norm, and every team member is contributing to a collective mission.

In a market where differentiation is key, the ability to showcase a commitment to both efficiency and quality becomes a competitive advantage.

Ready to Burst Billable Hour Constraints?

So, we circle back to the original conundrum: how do you burst through billable hour barriers? The solution is not just working harder; it’s working smarter. It’s about embracing change, leveraging global talent, and refocusing your team on where they make the biggest impact.

PeoplePartners offers exactly this—a bespoke offshore staffing solution that aligns with your mission of scaling businesses efficiently and profitably. With our exceptional talent pool, your business can harness the skills of dedicated offshore teams, ensuring seamless integration with your onshore operations. We’re not just an outsourcing company; we’re your partner in crafting a connected and motivated workforce that’s primed for exceptional performance.

Are you ready to transform your operations and unleash the full potential of your team? Let’s talk about how PeoplePartners can make that a reality for your NDIS business.


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  • Theory Of Constraints (TOC)