Support coordination is judgement work buried in admin. Here is what a real COS workspace needs — budgets, goals, claim pre-checks, and audit-ready notes — before you sign a contract.
CRM labels are not a COS workspace
Generic CRMs can store participants and tasks, but coordination of supports needs plan budgets with hard states, goal-linked documentation, provider activity on one record, and PACE-aware claim validation before batch submit.
If the demo cannot show budget EXHAUSTED blocking a new shift with an audit-logged override, you are looking at admin software with NDIS vocabulary.
AI should reduce rework, not create a second queue
Draft progress notes only help when they attach to goals, pass moderation, and land in a review queue coordinators already use. Ask how long review takes in the pilot and what happens when AI is wrong.