Building Trust with Support Coordinators

Will, EnableUs Community

Hey everyone, welcome back to the EnableUs Community Podcast. I’m Will, and I’m here with Winter. Today, we’re diving into something that honestly, I think gets overlooked a bit—building trust with Support Coordinators in the NDIS world.

Winter, EnableUs Community

Yeah, hi everyone! This is such a big topic, Will. I mean, Support Coordinators are kind of the glue, right? They’re not just ticking boxes—they’re actually guiding participants through the whole NDIS maze, making sure people get what they need.

Will, EnableUs Community

Exactly. And there’s, like, three levels of support they provide. I always mix up the order, but I think it’s Support Connection, then Coordination of Supports, and then Specialist Support Coordination for the really complex stuff. Did I get that right?

Winter, EnableUs Community

Yeah, that’s spot on. Support Connection is more about helping participants get started, building their confidence to manage things themselves. Coordination of Supports is a bit more hands-on, juggling multiple services, and then Specialist Support Coordination is for those trickier situations—like, if someone’s got housing or legal challenges, or really high needs.

Will, EnableUs Community

And the thing is, Support Coordinators aren’t just, you know, service brokers. They’re advocates, problem-solvers, and honestly, they’re the ones who can make or break a participant’s experience. If you’re a provider, these are the people you want to have in your corner.

Winter, EnableUs Community

Absolutely. And I think what a lot of providers miss is that Support Coordinators have to stay neutral. They can’t just recommend their mates—they have to put the participant first, always. So, if you want to be on their radar, you’ve got to show you’re reliable, transparent, and genuinely focused on outcomes for the participant.

Will, EnableUs Community

Yeah, and that means clear communication, too. Like, don’t make them chase you for info. If you’re upfront about what you do, where you work, your capacity, all that stuff—it just makes their job easier. And honestly, if you make their job easier, they’re way more likely to refer people your way.

Winter, EnableUs Community

Exactly. And, you know, they’re often the first point of contact when someone’s looking for a new service. So, if they trust you, you’re going to get those referrals. But if you’re vague or slow to respond, it’s just not going to happen.

Will, EnableUs Community

Yeah, and I mean, it’s not just about getting more clients. It’s about making sure participants have a smooth experience, too. If you’re working well with the Support Coordinator, everything just runs better for everyone.

Winter, EnableUs Community

So, let’s talk about what actually works when you’re trying to build those relationships. I think the biggest thing is, don’t just send out a generic email blast. Like, “Hi, we’re a provider, here’s our brochure”—that’s not going to cut it.

Will, EnableUs Community

Yeah, totally. I remember this one time, I sent a really tailored intro to a Support Coordinator—just a short message, nothing fancy, but I actually mentioned a specific challenge their participant was facing and how we could help. And, honestly, that kicked off a partnership that’s still going years later. It wasn’t about selling, it was just about being helpful and relevant.

Winter, EnableUs Community

That’s such a good example. And I think sharing resources is another big one. Like, if you’ve got intake forms, pricing, or even just a clear contact person, send it all upfront. It saves them time, and they’ll remember that.

Will, EnableUs Community

Yeah, and don’t forget about networking events. I know it can feel a bit awkward, but showing up to those local Support Coordinator meetups or even hosting a “meet the team” session can go a long way. It’s not about pitching, it’s just about being present and building trust over time.

Winter, EnableUs Community

And keep your communication professional, but also human. Like, don’t be afraid to check in, share updates, or even just say thanks when you get a referral. It’s those little touches that make you memorable.

Will, EnableUs Community

Yeah, and I reckon, if you’re consistent with that—just being clear, helpful, and easy to work with—you’ll stand out. It’s not rocket science, but it does take effort.

Winter, EnableUs Community

Alright, so let’s be real—there are some classic mistakes that can totally ruin your chances with Support Coordinators. Overpromising is a big one. Like, saying you can take on any participant, any time, anywhere, when you actually can’t. That just erodes trust so quickly.

Will, EnableUs Community

Yeah, and poor follow-up is another. If you say you’ll send info and then you don’t, or you’re slow to reply, it just makes you look unreliable. And honestly, Coordinators don’t have time to chase you up. They’ll just move on to someone else.

Winter, EnableUs Community

Exactly. I had a case where a Support Coordinator started giving us regular feedback—like, not just the good stuff, but also where we could improve. And instead of getting defensive, we actually took it on board, made some changes, and it really lifted our service quality. That kind of honest self-assessment is so important if you want ongoing referrals.

Will, EnableUs Community

Yeah, and I think consistency is the real game-changer. If you’re always professional, always participant-focused, and you actually do what you say you’ll do, Support Coordinators will remember that. It’s not about being perfect, but just showing you care and you’re reliable.

Winter, EnableUs Community

Totally. And if you ever mess up, just own it. Be honest, fix it, and move on. That actually builds more trust than pretending everything’s fine when it’s not.

Will, EnableUs Community

Yeah, I couldn’t agree more. So, I guess if you’re listening and thinking, “Would a Support Coordinator feel 100% confident sending their participant to me?”—if the answer’s not a definite yes, now’s the time to step it up.

Winter, EnableUs Community

That’s a great way to put it. Alright, that’s all we’ve got for today. Thanks for tuning in, and we’ll be back soon with more ways to help you connect with the right participants and build your NDIS business.

Will, EnableUs Community

Thanks, Winter. Always good chatting. And thanks to everyone listening—catch you next time!

Winter, EnableUs Community

See you next time, Will. Bye everyone!