Building Trust with Local Area 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 doesn’t get talked about enough—how to actually build trust with Local Area Coordinators, or LACs, in the NDIS world.

Winter, EnableUs Community

Yeah, hi everyone! This is such a big topic, Will. I think a lot of providers hear “LAC” and just kind of lump them in with Support Coordinators, but their roles are actually pretty different, right?

Will, EnableUs Community

Yeah, exactly. So, LACs are like the bridge between participants and the community. They help people get into the NDIS, work out their plans, and then connect them to services after their plan’s approved. But they’re not really there for the long haul with each participant, not like Support Coordinators are.

Winter, EnableUs Community

Right, Support Coordinators are more about helping participants actually use their plans and manage services over time. LACs, on the other hand, are more focused on the planning and review side, and they’re really big on community engagement. I remember my first time working with an LAC from Carers Queensland—honestly, I was a bit nervous. But what made it work was just being super clear about what our service could offer and not overcomplicating things. I think that’s what they want, you know? Just clear, simple info.

Will, EnableUs Community

Yeah, and it’s not just Carers Queensland. You’ve got Mission Australia, APM, all these organisations that actually employ LACs. But no matter who they work for, the thing that stands out is they’re not interested in a sales pitch. They want to know you’re reliable, you put participants first, and you make it easy for them to connect people to you.

Winter, EnableUs Community

Totally. If you can show that you’re focused on outcomes for participants, and you’re not just there to talk about yourself, you’re already ahead of the game. I mean, I’ve seen LACs just tune out when someone starts going on and on about their own business instead of what they can actually do for people.

Will, EnableUs Community

Yeah, and that brings us to the big mistakes people make when reaching out to LACs. Like, I’ve definitely seen providers just cold-pitching—sending out these generic emails or, worse, calling up with no idea what the LAC actually does. It’s awkward, and it just doesn’t work.

Winter, EnableUs Community

Oh, for sure. And then there’s the over-promotional stuff. I get it, you’re proud of your service, but if you’re just blasting out long, detailed info or making it all about you, it’s a turn-off. LACs are busy, and they need things that are easy to share with participants, not a novel.

Will, EnableUs Community

Exactly. And honestly, not following up or being slow to respond is a killer. If an LAC refers someone to you and you drop the ball, that trust is gone. But on the flip side, what actually works is just being useful. Like, send them a simple brochure or a one-pager they can actually use. Or, even better, show up at community events.

Winter, EnableUs Community

Yeah, I love that. I remember you telling me about that NDIS expo you went to last year. That was a game-changer, right?

Will, EnableUs Community

Oh, absolutely. We set up a little stand, nothing fancy, just some clear info and a few real stories about participants we’d helped—obviously with their consent. And you know what? An LAC from Mission Australia came over, we had a proper chat, and that turned into a partnership that’s still going. It wasn’t about selling, it was just about being present and showing we cared about the same things they did.

Winter, EnableUs Community

That’s the thing—if you can show up, share real results, and just be a human, not a walking ad, you’re way more likely to build a real connection. And honestly, sometimes it’s just about being consistent. Even a quick check-in email, just to say hi or share an update, can go a long way.

Will, EnableUs Community

Yeah, and I think that’s where the trust part really comes in. If you want to be seen as a trusted provider, you’ve gotta be reliable. Like, if you say you’ll follow up, actually do it. And make sure your website and online profiles are up to date—LACs really do check those when they’re looking for providers.

Winter, EnableUs Community

Definitely. And transparency is huge. If you’ve got a waitlist or you only work in certain areas, just say so. It’s way better to be upfront than to overpromise and underdeliver. I’ve seen providers lose trust just because they weren’t clear about their capacity.

Will, EnableUs Community

Yeah, and you don’t want to be that person who’s always in their inbox either. It’s about staying visible, but not overwhelming them. Like, send updates when you’ve got something new or if your availability changes, but don’t spam them every week. Patience is key—it’s a long game.

Winter, EnableUs Community

I actually heard about a provider who really nailed this. They always put participants first, gave regular but respectful updates, and never pushed for referrals. Over time, the LACs started coming to them because they knew they could trust them to deliver and communicate honestly. It’s not flashy, but it works.

Will, EnableUs Community

Yeah, that’s the gold standard, isn’t it? Just being someone you’d want to work with if you were in their shoes. I reckon if you keep that mindset, you’ll build those long-term partnerships that actually make a difference for participants.

Winter, EnableUs Community

Couldn’t agree more. Alright, I think that’s a good place to wrap up for today. Thanks for tuning in, everyone. We’ll be back soon with more ways to help you connect with the right participants and partners in the NDIS world.

Will, EnableUs Community

Thanks, Winter, and thanks to everyone listening. Catch you next time!

Winter, EnableUs Community

See you next time, Will. Bye everyone!