Winning Referrals with Local Area Coordinators

Will, EnableUs Community

Alright, welcome back to The EnableUs Community Podcast. I'm Will, and as always, joined by Winter. Today—we're digging into something absolutely essential if you want to grow your NDIS participant base: working with Local Area Coordinators, or LACs. Before I started, I used to think of them as just another step in the NDIS process, but that's, honestly, kinda missing how powerful they are for both providers and participants.

Winter, EnableUs Community

Yeah, LACs fly under the radar for lots of people starting out, but their role’s actually much bigger than you’d expect. So, core responsibilities—they're there to support participants, obviously, helping folks make sense of their NDIS plan, connecting them to services, and sometimes running plan reviews after about a year. But it's more than just that, right Will?

Will, EnableUs Community

Totally. I mean, they're not just sitting at a desk ticking off plans. LACs are out building community connections, not just for participants but for the whole sector. So, if someone with a disability isn’t in the NDIS yet? LACs can still help them find supports and link up with local networks. They're working for those big partner organisations, contracted by NDIA, so they get to know all the nooks and crannies in their area.

Winter, EnableUs Community

And because they’re helping folks navigate plans, LACs are often the first people participants ask about which providers to use. When someone gets their plan and has no clue where to start, the LAC basically becomes their lifeline—sharing lists of providers, explaining different support types, and just honestly helping people feel less overwhelmed.

Will, EnableUs Community

Yeah, and on that—quick story, I went to this LAC-run info session down in Melbourne... and honestly, it was eye-opening. You could just see participants and families really trusted the LACs' recommendations, sometimes even more than googling or anything else. Like, if a provider had a reputation for getting back to people quickly or just being reliable, the LACs remembered. Their influence isn’t official, but wow, is it real.

Winter, EnableUs Community

It’s that informal reputation. LACs have this huge caseload and just *know* which providers actually deliver. If you’re on their good side, you become that go-to name for new referrals—and that snowballs. It's what we talked about a few episodes back, right? About how authentic, word-of-mouth connections can really drive your growth. LACs are at the heart of that, even more than most support coordinators in some regions.

Will, EnableUs Community

Right on. So if you want consistent referrals, being visible to your local LACs isn’t just a “nice-to-have”—it’s a “you’d-be-crazy-not-to” kinda thing.

Winter, EnableUs Community

OK, you've decided you want to actually connect with your local LACs—so where do you start? The most practical way is to check the NDIS website to find out which partner organisations cover your area. There’s actually a full list by region, so it’s super clear—no guesswork. Once you know, craft an introduction email about your service but don’t, like, blanket spam people. Tailor it, say who you are, what you offer, and keep it relevant to their work.

Will, EnableUs Community

Absolutely. And don't just stop at emails. Most of these LAC partner organisations run regular networking forums, provider expos, and info sessions. Getting a spot at one doesn’t just give you face time—it shows you care about being a part of the community. That goes miles in terms of trust. Actually, for anyone listening who’s nervous about these events… they’re usually way less formal than you’d think. It's more about showing up and having a chat.

Winter, EnableUs Community

I’ll add—don't be afraid to just ask for a meeting. Sometimes teams are happy to set aside half an hour if you say, “Hey, can I quickly run through our supports and leave materials for the team?” And on materials, this takes me back to when I attended my very first LAC provider meet-up… I was *so* nervous—and honestly, I worried I over-prepared. But what ended up making the best impression was just a simple, clear fact sheet with our logo, what we do, service locations, and contact details. I watched them pop that fact sheet into their resource folder—that really stuck with me.

Will, EnableUs Community

I love that. It’s not just about having glossy brochures or massive banners—sometimes just getting the basics across beats trying to be “impressive.” And I guess, looping in what we discussed in Episode 4—when you reach out, keep it concise and personal, not generic. That approach works as well for LACs as it does support coordinators or community partners.

Winter, EnableUs Community

Right—and taking time to attend a forum, or just dropping in at a session, it’s not a one-off. These are ongoing relationships. So the more visible and approachable you are, the more you show commitment to the broader network. LACs pick up on that.

Will, EnableUs Community

Which brings us to, maybe the biggest point here… how you *keep* that relationship ticking over. I mean, anyone can send a nice email or show up to one event, but the LACs—like, they've got a massive caseload and they need providers who actually make things easier, not harder. So, always, always respond promptly when they reach out. Even a quick “got your email, I’ll get back to you soon” can make a difference.

Winter, EnableUs Community

Transparency is key. If you're at capacity—tell them straight away. There’s nothing worse, for the participant—and the LAC—than a provider who says yes, then leaves people hanging. And, honestly, LACs remember the pain points. So it keeps coming back to clarity: what you do, what your current capacity is, what areas you cover. That's what they need to help participants make real choices.

Will, EnableUs Community

And if you get a referral? Keep the LAC in the loop. It doesn’t have to be constant—just, “Hey, we’ve onboarded Sarah, she’s settled in, all going well.” If anything changes, or you hit a snag with the plan, keep them posted… They're usually the main contact if the participant has issues later, so it helps everyone support better outcomes. Plus, LACs notice which providers do this—and they become your biggest advocates internally.

Winter, EnableUs Community

Long-term, your reputation is more about consistency than anything flashy. There’s one provider in my area who’s at every single local disability forum—they rarely say much, but they’re there, chatting with LACs, sharing what's new, updating us on what they're offering. Over time, they became the number one name I’d hear from LACs when referrals came up. It’s just that steady engagement—periodic updates, being visible at community events, re-connecting when you bump into each other.

Will, EnableUs Community

That’s how you move from being 'just another provider' to the trusted, go-to person in a region. And you don't get there overnight, but each time you're prompt, honest, and willing to engage… you bank a bit more trust with each LAC. They really do talk—formally and informally—so good reputation spreads further than you think.

Winter, EnableUs Community

So I guess to wrap up, whether you're new or you’ve been around a while, working on your relationships with LACs isn’t a background job—it’s 100% central to sustainable referrals and trust. And, like always, if you’re consistent—show up, keep them in the loop, deliver quality every time—you’ll be top-of-mind in your area.

Will, EnableUs Community

Couldn't have said it better. That’s a wrap for this episode. If you want to dive deeper into strategies or you’ve had wins—or headaches—with LACs, reach out and let us know. We’ll keep bringing you practical steps and real stories to help you connect with the right participants. Winter, always a pleasure.

Winter, EnableUs Community

Always great, Will. Thanks everyone for tuning in—look after yourselves, and we’ll catch you in the next one!