LACs vs Support Coordinators: Who to Focus Your Efforts On?

Will, EnableUs Community

Alright, welcome back to The Enable Us Community Podcast! I'm Will, and as always, I'm joined by Winter. Today, we're diving into a question that comes up all the time: should you focus your referral-building energy on Local Area Coordinators or Support Coordinators? It's one of those things that sounds simple, but the more you dig in, the more you realise how much it shapes your whole outreach strategy.

Winter, EnableUs Community

Yeah, and I think a lot of providers—especially when they're just starting out—kind of lump LACs and Support Coordinators together. But their roles are actually pretty different, and that really matters when you're trying to grow your business through referrals. Referrals are, honestly, the lifeblood for most NDIS providers. If you listened to our episode on building a referral network, you know how much we stress that trusted connections are what move the needle.

Will, EnableUs Community

Exactly. So, just to break it down: Local Area Coordinators, or LACs, are usually employed by partner organisations under the NDIS—think Social Futures, Latrobe, APM, those sorts of groups. Their main job is to help people understand and access the NDIS, and they work with everyone, no matter the funding level. But here's the catch—they're mostly involved at the start, when someone's applying or reviewing their plan. Once that's sorted, LACs kind of step back.

Winter, EnableUs Community

And that's a big difference from Support Coordinators, or SCs. SCs are hired directly by the participant, and they're much more hands-on. They help people actually implement their plans, coordinate funding, and—crucially for providers—recommend specific services. They're the ones who'll say, "Hey, I know a great OT," or "Let me connect you with a support worker I trust."

Will, EnableUs Community

Yeah, and I remember my first ever networking event—this is a bit embarrassing, but I went in thinking LACs were the main people to impress. I spent the whole night chatting to LACs, handing out business cards, the works. It wasn't until someone pulled me aside and explained that LACs rarely refer directly to paid providers that I realised I'd been barking up the wrong tree. After that, I shifted my focus to Support Coordinators, and honestly, that's when things started to click for me. It changed my whole approach to outreach.

Winter, EnableUs Community

I think a lot of people have that moment, Will. It's easy to assume all NDIS professionals have the same influence, but understanding those differences is what helps you build a smarter, more effective referral network.

Winter, EnableUs Community

So, let's talk about Support Coordinators and why they're such a game-changer for referrals. SCs are really the go-to decision-makers for participants when it comes to choosing providers. Whether it's therapies, support workers, community activities, or even transport, their recommendations carry a lot of weight. And because they work with participants over the long term, they get to know their needs really well.

Will, EnableUs Community

Yeah, and that's why, if you're looking to grow your business, building relationships with SCs is where you want to put most of your energy. They're always on the lookout for reliable, ethical, participant-focused providers. But it's not just about meeting them once and hoping for the best. You need to be proactive—attend networking events, follow up after you meet, and offer value, not just a sales pitch.

Winter, EnableUs Community

Absolutely. One provider I know started by just showing up at every local NDIS event, introducing themselves, and then following up with a quick email—nothing pushy, just a "Hey, great to meet you, here's a bit more about what we do." Over time, they started hosting short info sessions for SCs, just half an hour, really practical stuff. After a few months of consistent follow-ups, one Support Coordinator started sending them referrals, and it turned into a steady stream. It wasn't overnight, but that persistence and genuine approach paid off.

Will, EnableUs Community

Yeah, and I think that's the key—consistency and reliability. SCs need to know you're not just going to disappear after the first referral. They want to see that you communicate well, follow through, and actually care about the participant's outcomes. Even just sending a quick update or letting them know about your availability can keep you top of mind. And, like we talked about in our episode on turning enquiries into "yes," it's about building trust, not just closing a deal.

Winter, EnableUs Community

And don't forget, tailored information helps too. SCs are busy, so if you can give them clear, concise info packs or brochures that explain exactly what you offer, it makes their job easier—and makes you look professional. It's all about making it easy for them to refer to you.

Will, EnableUs Community

Totally. And if you can show that you're participant-first, not just business-first, that's what really sets you apart. SCs talk to each other, so a good reputation goes a long way.

Will, EnableUs Community

Now, even though Support Coordinators are the main referral drivers, we shouldn't write off LACs—especially if you're working in regional areas or with new participants. LACs might not refer directly to paid providers very often, but they do play a big role in raising awareness about your service, particularly in smaller communities.

Winter, EnableUs Community

Yeah, in regional settings, LACs are often more connected to the local community. They might not say, "Go to this provider," but they can point people towards community events or resources, and that's a great way to get your name out there. For new participants, LACs are often the first point of contact, so if they know about your service, that's a big plus.

Will, EnableUs Community

Exactly. One provider I know partnered with a regional LAC to run a free community workshop—just a simple art class, nothing fancy. But it brought together participants, families, and a few LACs. The provider handed out some info brochures, chatted with people, and by the end of the day, they'd made a bunch of new connections. It wasn't a direct referral, but it definitely boosted their local profile and led to more enquiries down the track.

Winter, EnableUs Community

And that's the thing—sometimes it's about visibility, not just immediate referrals. Community events, info sessions, even just dropping off a few brochures at the LAC office can make a difference. LACs appreciate providers who offer something valuable to the community, especially if it's free or low-cost. It builds goodwill, and that can open doors later on.

Will, EnableUs Community

So, to wrap up—if you want to maximise your referrals, focus on building strong, consistent relationships with Support Coordinators. But don't forget about LACs, especially if you're in a regional area or want to boost your visibility with new participants. It's all about being proactive, professional, and genuinely participant-focused. The more you invest in those relationships, the more your business will grow.

Winter, EnableUs Community

Couldn't have said it better. Thanks for tuning in, everyone. If you found this helpful, make sure to check out our previous episodes on building referral networks and standing out beyond price. We'll be back soon with more practical tips to help you connect with the right participants. See you next time, Will!

Will, EnableUs Community

Thanks, Winter! Catch you all next episode. Bye for now!