NDIS referrals: how to make support coordinators' jobs easier
By Seam Media · Updated
For many NDIS providers, referrals from support coordinators, plan managers and other professionals bring in as many new participants as online search does. Coordinators are busy, juggle many participants and need providers they can rely on. The providers who receive regular referrals are usually not the ones with the best brochures. They are the ones who are easy to refer to and who do what they say.
This guide covers practical ways to make your organisation easy to refer to, and the ethical rules that shape how you build those relationships.
Make your capacity and services easy to check
The first question a coordinator asks is whether you can take on someone new. Keep a simple, current statement of capacity on your website: which supports you have room for, in which areas and roughly how soon. If you have a waitlist, say so and say how long it is. Out-of-date capacity information wastes everyone's time and quickly costs you trust.
Describe your supports in plain language, the age groups and needs you work with, the areas you cover and whether you are a registered or unregistered provider. Coordinators need to know this to match you with participants whose funding arrangements fit.
- A current capacity statement, updated at least monthly.
- Supports, areas and age groups in plain language.
- Registration status and funding arrangements you accept.
Make referring take minutes, not days
Give referrers a simple referral form on your website and a direct email or phone contact for a named person. Say exactly what information you need, such as plan dates, goals, funding type and any reports, and what is optional. Long, complicated intake forms often mean a coordinator sends the participant somewhere easier.
A good referral page also answers the questions coordinators usually phone about: the supports you offer, the areas you cover, current capacity, how quickly a first appointment usually happens and who to call with questions. Keep that page short and up to date, and link it from your homepage and menu so it is easy to find again.
Make sure the form works. Send a test referral after any website change and confirm it reaches the right inbox. Referral forms often contain personal and health information, so they should go to a secure inbox that only the right people can access.
Respond quickly and close the loop
Acknowledge every referral promptly, even if it is only to say you have it and when you will be in touch. If you cannot take the participant, say so quickly and, where you can, suggest another option. Coordinators remember providers who give clear answers, including clear no's.
Treat plan managers well too. Clear, accurate invoices that match the agreed supports, sent on time, make you easier to work with and reduce the back and forth that frustrates everyone.
Once a participant starts, keep the coordinator informed in the way they and the participant agree. Regular, concise updates help the coordinator do their job and show that you are reliable.
- Acknowledge referrals within one business day.
- A clear yes or no on capacity.
- Agreed updates once services begin.
Keep relationships ethical
The NDIS Code of Conduct applies to all NDIS providers and expects them to act with integrity, honesty and transparency. Participants have the right to choose their providers, so referral relationships should never put a provider's interests ahead of the participant's. Avoid gifts or payments to referrers, pressure on participants and any arrangement that could look like a conflict of interest.
Registered providers also need to meet the NDIS Practice Standards, which cover areas such as participant rights and responsibilities and provider governance. If your team includes registered health practitioners, Ahpra's advertising rules apply to how their services are promoted.
Show up where coordinators look
Coordinators often search online for providers in a participant's area, look at Google Maps and check provider websites before calling. A complete Google Business Profile, a website with clear service and area information and a visible referral page all help. Some coordinators also ask colleagues and local networks, so being known and reliable locally counts.
Local provider networks, community events and information sessions can help coordinators put a face to your name. Go to share useful information, such as your capacity and how referrals work, rather than to hard-sell.
Track where participants come from
Record the source of every referral and enquiry: which coordinator or organisation, online search, Google Maps or ads. Over time this shows which relationships and channels bring the participants you can support well. Referral numbers vary with capacity, location and the supports you offer, so track the trend rather than expecting a fixed number.
Seam Media's NDIS marketing page explains how we help providers with their website, Google presence and ads alongside their referral relationships.
Sources and further reading
Choose your next step
Tell us which services and locations you want to grow. We can review the starting point and agree a practical scope for your website and local search.