Bridging the gap between Support Coordinators and Service Providers

16 May

In the NDIS world, Support Coordinators play an instrumental role in connecting participants with the services they need to make the most of their plans. As a result, many service providers prioritise building connections with Support Coordinators to ensure they can offer their services to those who need them most. However, this effort can lead to frustration, as many providers struggle to get in touch with Support Coordinators, often feeling their attempts are ignored or rejected.

It’s not about leads, it’s about relationships.

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The challenge is not just about getting in touch; it’s about doing so in a way that develops professional, productive relationships. If you're a service provider who’s experienced this struggle, or a Support Coordinator who's been on the receiving end of constant (!) outreach, you're not alone.

But there are ways to bridge this gap and foster better communication and collaboration between providers and coordinators.

Let service providers know your preferred communication etiquette

One of the most effective ways to improve these interactions is to educate service providers on how to network professionally and respectfully. Many providers, especially those new to the NDIS landscape, may be unaware of the importance of communication etiquette.

Consider offering workshops or creating resources to guide providers on:

How to make a professional, clear introduction via email or phone.
Crafting value propositions that highlight how their services can meet the specific needs of participants.
Setting realistic expectations for follow-up communication to avoid appearing persistent or intrusive.

By setting these expectations, both parties can interact more respectfully and effectively, leading to better relationships over time.

Be a connector and curator of useful information

You don’t have to be an expert to provide value. One of the easiest ways to establish yourself in the sector is by curating and sharing useful information that helps others save time and stay informed.

Follow key industry figures, organisations, and advocacy groups.
Summarise complex NDIS updates in a way that’s easier to digest.
Ask thoughtful questions in online groups and discussions, then compile and share the insights you gather. Kinora is one channel for this sort of connection.

By making life easier for other providers and participants, you build goodwill - and when people see you as a go-to resource, referrals will naturally follow.

Offer to help in small, practical ways

Networking isn’t just about shaking hands and swapping business cards; it’s about being useful. Instead of approaching connections with “What can you do for me?” consider “How can I help?”

Attend local networking events, industry meetups, and expos, not just to introduce yourself, but to volunteer, take notes, or share key takeaways with others who couldn’t attend.
Reach out to experienced providers and offer assistance, maybe they need help with social media, admin, or event planning in exchange for mentorship.
If you meet someone with a specific challenge, even if you can’t solve it yourself, connect them with someone who can. This builds trust and reciprocity.

Build credibility through conversations and visibility

Being visible in the NDIS space doesn’t require years of experience, it requires showing up consistently and contributing to conversations.

Join and actively participate in Kinora, LinkedIn and Facebook groups where NDIS providers and participants interact.
Engage in discussions by asking insightful questions and offering helpful responses.
Interview experienced providers for a blog, LinkedIn post, or video. Example: “I asked five support coordinators what they wish more providers understood - here’s what they said.”
Be responsive and reliable - if someone reaches out for help, even if you can’t solve their problem, guide them toward someone who can.

The more visible and helpful you are, the more you’ll be remembered when opportunities arise.

Develop a small niche or special focus

One of the biggest mistakes new providers make is trying to serve everyone. Instead, find a specific area within the NDIS that you can become known for, whether that’s a particular type of support, a cultural/language-based approach, or working with a specific age group or condition.

Being newer doesn’t mean you need to know everything. It just means you need to be useful and consistent in your chosen space. When people associate you with a particular niche, they’ll think of you first when a relevant opportunity arises.

Relationships first, business follows

Referrals don’t happen overnight, and they don’t happen just because you have a service to offer. Buying a company in a new ‘growth market’ does not guarantee you success. Referrals happen because people trust you. Start by giving first, sharing knowledge, resources, and connections, before expecting anything in return. Over time, as others recognise your reliability, generosity, and expertise, referrals will come naturally.