Purpose <p>Inclusivity policies can positively impact labour shortages. The ideal approach to work ability services has shifted from being system centred to being individually tailored and human centred. Service systems are complex in many countries and case managers, referred to here as coordinators, play a key role in achieving the human-centred goal of increasing labour force participation. However, the literature on the practices of these coordinators and their distinct roles in supporting work ability and (re)employment and the contexts in which they do so is limited. This study aimed to clarify what these coordinators do and to explore the extent to which coordinating work meets the ideal of individualised support in different operating contexts.</p> Methods <p>The design was a mixed-method study, which utilised two data sources to answer the same complex questions. It consisted of surveys, and in-depth interviews that were based on its results. A total of 241 professionals from various services responded to these surveys, and 15 volunteers were interviewed. The questionnaire data were analysed using descriptive statistical methods, whereas the interviews were examined using thematic analysis. After this, the data were integrated according to a multi-level context framework.</p> Results <p>Initially, the coordinators from different sectors shared similar human-oriented values and ways of working. However, crossing administrative and organisational boundaries proved difficult, even though this was essential for the continuity of the client’s process. As a result, ideal case management was not fully achieved.</p> Conclusion <p>The findings highlight a necessity for joint policies and practices, and organisational engagement to long-term collaboration.</p>