When support coordination ends for a participant, you exit them in CoordHub. This closes their record, marks all active plans as ended, and makes the record read-only.

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Who can exit a participant

Exiting a participant requires an Administrator or Owner role. Standard coordinators do not have this permission.

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Before you exit — checklist

Work through this checklist before proceeding. Exiting a participant is not reversible without administrator action.
1. All billable activities are approved, invoiced, and submitted Go to the participant’s Activities tab. Filter by Status = Approved — any approved activities not yet in an invoice will be abandoned if the plan is closed. Invoice and submit them first. Also check for any Pending activities — approve or reject them before exiting.2. All invoices are in a final state Go to Finance → Invoices, filter by this participant. Any Draft or Sent invoices that haven’t been paid need attention. Sent invoices to plan managers should be followed up for payment. NDIA-managed invoices should be included in a PRODA submission.3. Open CAPAs are resolved or transferred Go to Compliance → CAPA and filter by this participant. If there are open corrective actions linked to incidents involving this participant, either close them out or update the record to note that the participant has exited.4. Service agreements are marked with the correct end status The active service agreement should be left as-is — CoordHub will mark it as Expired when the plan ends. If there are Sent agreements that were never signed, update them to note the participant exited before signing.5. Documents are complete and filed Confirm that the participant’s key documents are uploaded: current NDIS plan PDF, signed service agreement, most recent consent forms, signed SA. These documents need to remain accessible for 7 years after exit.6. Consent records are up to date Check the Consent tab. If there are expired consent records, update their status to Expired so the audit trail is clean.7. The participant or their representative has been notified Exit documentation should note that the participant or their representative has been informed that the support coordination arrangement is ending. If there’s a handover to another coordinator or provider, document it in a non-billable activity note.8. Handover is complete (if transferring) If the participant is transferring to another support coordination provider, ensure the handover is complete and documented. The new provider will need a copy of the participant’s plan and SA. Do not share clinical notes or intake data without explicit consent from the participant.

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Steps to exit

1

Open the participant profile

Navigate to the participant you’re exiting. Scroll to the bottom of the Overview tab.
2

Find the Exit section

At the bottom of the Overview tab there’s a danger zone card labelled Exit Participant. This is intentionally at the bottom to prevent accidental clicks.
3

Complete the exit checklist in CoordHub

A modal opens with a 6-item exit checklist. Work through each item and tick them off. You can proceed without ticking every item, but all items are recorded.
4

Select an exit reason

Choose the reason for exit from the dropdown (e.g. plan ended, participant relocated, transferred to another coordinator, support no longer required).
5

Confirm exit

Click Exit Participant. CoordHub sets the participant status to Exited and the record becomes read-only.

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What happens after exit

  • The participant no longer appears in active caseload views
  • Their record is retained and searchable — it’s never deleted
  • All linked records (activities, invoices, documents) remain accessible for audit purposes
  • The exit is logged in the participant’s audit history with who exited them and when
Exited participants can be found by filtering the participant list to show “Exited” status. Records must be retained for 7 years under NDIS record-keeping requirements.
Can I un-exit a participant if they re-engage? Yes — an Administrator or Owner can change the status from Exited back to Active. Contact your administrator. The record becomes editable again and the previous exit event is retained in the audit history.What happens to the participant’s budgets when they’re exited? Active plan budgets are marked as ended at the exit date. No new activities can be billed to them. Historical budget data is preserved exactly as it was.Do I need to notify the NDIA when a participant exits? There is no formal NDIA notification required when a participant exits your organisation. However, if the participant is transferring to another registered provider, the new provider will need to link them in myPlace. If the participant no longer requires support coordination, they may want to contact their LAC or the NDIA to update their plan.