Why LACs Aren’t Referring You (And How to Fix That)

Will, EnableUs Community

Alright, welcome back to The EnableUs Community Podcast! I’m Will, and as always, I’m here with Winter. Today, we’re diving into something that comes up a lot—why Local Area Coordinators, or LACs, might not be mentioning your service to NDIS participants, even when you feel like you’re ticking all the boxes. Winter, I reckon a lot of providers get a bit stuck on what LACs actually do, don’t they?

Winter, EnableUs Community

Absolutely, Will. I think there’s this common misconception that LACs are basically referral agents, but that’s not really the case. Their main job is to help participants understand and use their NDIS plans, connect them with local supports, and just generally help them navigate the system. They’re more like navigators than gatekeepers, if that makes sense.

Will, EnableUs Community

Yeah, spot on. They’re expected to stay neutral, so they can’t just steer people to one provider. But if you’re a trusted name and you’re visible, you’re way more likely to come up in conversation when it fits a participant’s needs. But if you’re not on their radar, it’s usually for a reason. Like, maybe you’ve never actually introduced yourself, or your materials are just too hard to engage with. I’ve seen some brochures that are, honestly, just walls of text—no one’s gonna read that.

Winter, EnableUs Community

Oh, totally. And sometimes the communication just feels a bit too salesy, you know? Like, “We’d love referrals!” That can actually put LACs off, because they’re not allowed to play favourites. I remember the first time I met an LAC—I thought I was supposed to pitch our service, but she was just looking for clear info she could pass on if it was relevant. It really changed how I approached those conversations after that.

Will, EnableUs Community

Yeah, and if you’re not showing up at community events or expos, you might seem invisible to them. LACs need to see you’re actually part of the local scene, not just a name on a flyer. So, if you’re feeling overlooked, it’s probably not personal—it’s just about visibility, approach, and making things easy for them.

Winter, EnableUs Community

So, let’s talk about how to actually get noticed by LACs, in a way that’s ethical and effective. First up, when you introduce yourself, keep it short and participant-focused. Don’t ask for direct referrals—just share who you are, what you do, and who you help best. Attach a flyer or info sheet that’s clear and easy to read. And honestly, the tone matters. Something like, “We’re here if you’d like to pass this on to anyone it might help,” goes a long way.

Will, EnableUs Community

Yeah, and about those flyers—make them simple, visual, and inclusive. Easy Read versions are gold, and if you can offer them in different languages, even better. I’ve seen providers stand out just by being the only one with a flyer that actually makes sense to participants and families. And if you’ve got a unique specialty, lean into it. Like, I know a provider who’s known for crisis response—they’re the first name LACs think of when things get tricky.

Winter, EnableUs Community

That’s such a good point. LACs remember providers who have a clear niche or something memorable about their approach. And it’s not just about the materials—it’s about being present. Will, didn’t you have a story about an expo in your hometown?

Will, EnableUs Community

Yeah, I did! So, I went to this local expo, and honestly, I wasn’t even planning to talk about our service much. I just showed up, chatted with people, and listened. I ended up meeting a couple of LACs who remembered me later—not because I gave them a pitch, but because I was just there, part of the community. That’s the thing: you don’t have to be pushy. Just being present, asking questions, and showing genuine interest goes a long way. It’s about building trust, not closing a deal.

Winter, EnableUs Community

Exactly. And if you’re not sure where to start, just look for LAC-led workshops, local fairs, or interagency meetings. Show up, be curious, and let your reputation grow naturally. It’s a slow burn, but it works.

Will, EnableUs Community

Alright, so you’ve made that first connection—now what? It’s all about keeping the relationship alive, but in a way that respects boundaries. One thing that works well is sending a short, value-packed update every quarter. Stuff like new services, staff changes, or community events. Just keep it brief and relevant—no one wants a generic newsletter clogging up their inbox.

Winter, EnableUs Community

And don’t forget to invite LACs to your community events. It’s a great way for them to see your work in action and meet your team. But—and this is a big one—never ask for direct referrals, and never, ever use participant names in your outreach. That’s a privacy breach and a fast way to lose trust. Also, avoid those repetitive follow-ups that don’t add any value. It just feels like spam.

Will, EnableUs Community

Yeah, and I’ve seen people send out the same sales-heavy email to every LAC in the area. It just doesn’t work. LACs are looking for providers who are consistent, reliable, and have integrity. If you show up, do what you say you’ll do, and keep things participant-focused, you’ll become that go-to name. Actually, we had a participant once who told their LAC about the way we handled a tricky situation, and that feedback ended up making us the first call for similar cases. It’s that kind of reputation you want to build.

Winter, EnableUs Community

Exactly. It’s not about being everywhere at once—it’s about showing up with care and consistency. That’s what LACs remember. And honestly, if you keep those boundaries clear and focus on genuine value, you’ll find yourself on their radar more often than not.

Will, EnableUs Community

Alright, that’s a wrap for today! If you found this helpful, make sure to check out our previous episodes—like the one on building referral networks, which ties in really nicely with what we talked about today. Winter, always a pleasure chatting with you.

Winter, EnableUs Community

You too, Will. Thanks everyone for tuning in, and we’ll catch you next time on Finding Participants. See ya!