Inside a Support Coordinator’s Role: Behind the Scenes of Family Support

Support coordinators are the bridge between families, providers, and resources, turning complex systems into personalized, meaningful support. They do the behind-the-scenes work that ensures care is consistent, goals are met, and families can focus on what matters most. This blog takes you inside their world to see how thoughtful support coordination makes a real difference every day.

For families who have loved ones with disabilities, working with a support coordinator is essential. But what does a support coordinator actually do? Many families only see a small part; as a result, there’s a common misconception that support coordination is “just paperwork.”

Ultimately, support coordinators play a major role in helping those with disabilities live fulfilling lives. Let’s go over the full scope of the role and how it helps build trust and confidence within families, as well as the processes they must go through to care for their loved ones, while also hearing from some of Skylands’ support coordinators.

What is a Support Coordinator, Really?

As a general definition, a support coordinator is someone who facilitates the delivery of necessary services and supports for individuals with disabilities, acting as a crucial link between the individual, their family, service providers, and relevant government programs. However, the best support coordinators also form lasting, meaningful relationships with the individuals and families they work with. 

In essence, a support coordinator functions as a connector and expert problem-solver, serving as the central hub for the individual’s entire support ecosystem. They translate the aspirational goals of a person-centered plan into reality by connecting the individual with a network of authorized providers, managing the complex administrative and financial logistics (including securing funding and authorizations), and continuously troubleshooting service delivery gaps. 

Whether it is resolving scheduling conflicts, adjusting services in the face of a crisis, or fiercely advocating against systemic barriers, a support coordinator’s value lies in their ability to proactively identify challenges and coordinate resources to ensure the individual receives uninterrupted, high-quality, and person-centered care.

READ MORE: 10 FAQs About Support Coordination

Behind the Scenes: What Families Don’t Always See

For support coordinators, so much more work happens outside of meetings and phone calls with families. 

When not in meetings or on phone calls, support coordinators can be found reviewing documentation, updating ISPs, and learning about new compliance requirements.

This unseen administrative labor, which is often mischaracterized as “just paperwork,” is the backbone of effective service delivery, requiring deep regulatory knowledge, rigorous attention to detail, and tireless effort to transform the individual’s plan into tangible, ongoing support.

“I’m certain that many families don’t realize just how much paperwork happens behind the scenes. There is a lot of additional paperwork—far more than people outside the role typically see. Beyond direct communication and visits, we handle layers of documentation, authorizations, renewals, forms, reports, emails troubleshooting payment issues – and follow-ups that keep services active and compliant. But another major part of our job that families rarely see is the relationship-building we must do to be truly most effective. A good support coordinator spends time nurturing relationships with vendors and providers—both current partners and new resources in the community. These connections don’t just appear; they’re actively developed, maintained, and strengthened over time..” — Cariss Reiser, Skylands Support Coordinator  

Connecting the Right Services at the Right Time

When not dealing with paperwork, support coordinators are working to connect the individuals and families they work with to the right opportunities and services. This search for appropriate services is a highly personalized process.

Support coordinators navigate through the complex landscape of community resources and service providers. They move beyond simply compiling a list of available programs; it involves a meticulous matching process to ensure the services directly align with the specific, measurable goals outlined in the Individualized Service Plan (ISP).

Support coordinators dedicate significant time to building and maintaining relationships with a diverse network of service providers, therapists, and community organizations. This allows them to stay current on new program offerings, understand provider specialties, and assess the quality of care being delivered. 

A support coordinator knows that support is never a one-size-fits-all solution. They analyze the individual’s strengths, challenges, preferences, and the ISP objectives to recommend services that are tailored to foster independence and quality of life. 

This bespoke matching process might involve connecting an individual with a specific vocational training center that specializes in their area of interest, finding a behavioral therapist with a particular methodological expertise, or linking them to a social group that aligns perfectly with their personal hobbies. This commitment to personalized service matching transforms the ISP from a document into a dynamic, lived reality.

“I do my best to make sure my families understand that our goals are the same: to make sure that their participants achieve their goals and greatest level of independence. It is most important that my families feel comfortable and confident in the work I do with them. I am grateful to say that I have formed meaningful, long-lasting relationships with the families I serve, and I look forward to seeing our participants succeed.” — Alexa Arrabito, Skylands Support Coordinator  

Problem-Solving When Things Don’t Go as Planned

Support coordinators are frontline responders for service disruptions, whether these stem from sudden crises, chronic staffing shortages within support agencies, or a rapid, unexpected deterioration in an individual’s health or living situation. 

In these moments, a support coordinator shifts from day-to-day planning to hands-on problem-solving. It’s not just about fixing the immediate issue—they step in quickly to find solutions, anticipate potential risks, and make sure the individual stays safe, supported, and connected to the services they need.

A core responsibility is adjusting the ISP over time. The support coordinator is responsible for treating the ISP not as a static document but as a living blueprint that must be continually updated and adjusted. Life circumstances are rarely constant; a move, a new health diagnosis, or evolving personal aspirations all necessitate a change in the support strategy. 

The support coordinator facilitates this process, collaborating with the individual, their family, and service providers to integrate these changes into the ISP. This constant adjustment ensures that the support provided remains relevant and maximally effective in achieving the individual’s goals as their life evolves.

The Emotional Side of Support Coordination

The work of a support coordinator extends far beyond the logistics of service provision; it is deeply rooted in the emotional and relational experience of the individuals and families they serve. This is arguably the most meaningful and often unseen aspect of the role, requiring profound empathy, patience, and commitment.

Effective support coordination revolves around several key emotional and relational components:

• Building long-term relationships based on mutual trust and respect. Support coordinators often work with individuals and their families for years, evolving from professional partners into trusted confidantes. This longevity allows the support coordinator to gain a truly holistic understanding of the individual’s history, family dynamics, and deepest aspirations, ensuring that support is delivered not just efficiently, but compassionately.
• Celebrating milestones and progress. Whether it’s an individual securing their first job, mastering a new daily living skill, achieving a goal from their ISP, or simply enjoying a greater level of community integration, the support coordinator is often there to witness and champion these achievements. These celebrations reinforce the value of the partnership and provide powerful, tangible proof of the effectiveness of person-centered care.
• Supporting families through stressful or emotional moments. Life with a disability can involve significant challenges, including unexpected health crises, caregiver burnout, loss, or the emotional turmoil of navigating complex transitions. In these times, the support coordinator serves a non-judgmental source of practical support. They help families process difficult news, mobilize emergency resources, and offer a steady, reassuring presence, ensuring that even in moments of high stress, the individual’s continuum of care remains a priority.

“A successful relationship between families and their support coordinator works best when both sides show up as a team. If families want a coordinator who is timely, organized, and highly communicative, it’s important that they offer those same qualities in return. I never expect perfection, but I do value effort and partnership.” — Cariss Reiser, Skylands Support Coordinator 

Collaboration Is Key

Support coordinators are strong collaborators. The majority of their time is spent working with families, providers, and state agencies to help bridge gaps in communication, information, and services. 

Support coordinators must expertly balance two top priorities: compliance and compassion. Like the families they serve, these support coordinators are dedicated to ensuring the health and happiness of loved ones with disabilities while also being aligned with individualized goals. 

Achieving this balance between regulatory requirements, aligned goals, and genuine care is a skill honed through practice and experience, making it a hallmark of a support coordinator’s expertise.

Why Support Coordination Makes a Real Difference

The extensive, often unseen, work performed by a support coordinator is the true engine driving positive outcomes for individuals with disabilities. Without this proactive administrative labor and deep regulatory knowledge, the risk of service disruption, funding lapse, or misaligned care would be significantly higher, ultimately undermining the pursuit of independence and fulfillment.

The core impact of a support coordinator lies in their consistent, proactive coordination and problem-solving. By serving as the central hub for the entire support ecosystem, they move beyond reactive crisis management. This consistency and forward-looking approach transform an individual’s aspirational plan into tangible, uninterrupted daily support.

What families gain is the confidence that a committed professional is constantly advocating for their loved one’s rights and best interests, ensuring the right care, and celebrating every milestone. This trust fosters peace of mind, empowering the family to focus their energy on nurturing their loved one, rather than navigating the care system by themselves.

READ MORE: What Qualifications Does an Excellent Support Coordinator Have?

Final Thoughts

At the heart of their work, support coordinators are steady partners for families, guiding, advocating, and problem-solving every step of the way. Their efforts turn plans into real, everyday support, helping individuals with disabilities thrive and giving families the confidence to focus on what truly matters: sharing in life’s milestones, challenges, and successes together.

At Skylands, we are committed to building lifelong relationships with New Jersey families. Our specialized support coordinators can help you find the essential resources you need every step of the way so your loved one can live their best life. Reach out today to connect with a coordinator dedicated to your loved one’s and your family’s well-being.