Try to visualise this as you read it.
Think of the participant at the centre, surrounded by multiple spheres of influence. Each person or role controls different parts of the decision-making process, and each sphere has a different level of authority, trust, and impact.
Which sphere has the most influence depends heavily on:
- The participant’s experience with the NDIS
- Who they already have in their support network
- Whether support coordination is funded
- How complex their needs are
It’s also important to remember:
- Any participant (BP) can change providers at any time, for any reason.
- Business growth does not rely solely on networking or referrals — there are other growth channels we can discuss separately.
Key Players in the NDIS Referral Ecosystem
NDIA (National Disability Insurance Agency)
Role:
The NDIA is the government organisation responsible for overseeing and administering the NDIS.
What they do:
- Approve NDIS access requests.
- Approve funding and plan budgets.
- Oversee plan reviews and reassessments.
- Directly employ LACs in some regions.
Key note:
The NDIA does not recommend providers or manage service delivery.
LACs (Local Area Coordinators)
Role:
LACs are often the first point of contact for people entering the NDIS for the first time.
What they do:
- Assist participants in accessing the NDIS
- Help participants create their first NDIS plan
- Connect participants to mainstream services and community supports
Referral style:
- General or directional referrals only
- Example: “Search for support workers in your area”
Key points:
- Do not manage funding or payments
- Do not actively connect providers to participants
- May name-drop 2–3 local services, but do not formally recommend
- Mainly used during the entry and early planning stages
Support Coordinators
Role:
Support Coordinators assist participants in implementing and managing their NDIS plan, only if funding is included.
Relevant registration groups:
- 0106 – Support Coordination
- 0132 – Specialist Support Coordination (for high-complexity needs and barriers)
Many participants do not have support coordination funded.
What they do:
- Connect participants with specific service providers
- Build and maintain trusted provider networks
- Coordinate multiple services across providers
- Monitor service quality and participant outcomes
- Are accountable for the success of the participant’s plan
Referral style:
- Highly specific and hands-on
- Example: “I want you to meet with XYZ Support Services”
Key points:
- Primary and most consistent referral source
- Will often send multiple referrals
- Prefer providers who are responsive, reliable, and communicative
Plan Managers
Role:
Plan Managers handle the financial administration of a participant’s NDIS plan.
What they do:
- Process and pay provider invoices
- Manage budgets
- Track spending against the plan
- Ensure payments are compliant and timely
Referral behaviour:
- Do not formally “choose” providers
- Speak with hundreds of participants daily
- Know which providers are reliable
- Often make informal suggestions
- Work closely with Support Coordinators
Key point:
Their priority is smooth payment flow, not service selection — but they hold valuable sector insight.
Allied Health Therapists
(OT, Physiotherapy, Speech Pathology, Psychology)
Assess participants and design therapy-specific intervention plans.
What they do:
- Conduct assessments
- Develop therapy goals and interventions
- Recommend support workers to help implement therapy plans
Referral style:
- Refer when a need falls outside their scope
- Often identify gaps in ongoing supports
Key point:
Strong referral source when participants require long-term functional or daily living supports.
Advocacy Services
Role:
Advocate for participants and represent their interests within the NDIS system.
What they do:
- Help participants understand and exercise their rights
- Support plan reviews and appeals
- Identify service gaps and unmet needs
- Connect participants to appropriate providers
Referral style:
- Refer to when a specific need is identified
- Participant-driven referrals
Key concept:
Advocates = referrals from people who need help advocating for themselves
Other Service Providers
Role:
Deliver registered NDIS supports.
What they do:
- Provide their specific service type
- Identify additional support needs outside their scope
Referral style:
- Reciprocal and informal
- Back-and-forth referrals when services do not overlap
Key point:
Part of a broader informal referral network across the sector.
How Referrals Flow
Pathway 1: New to the NDIS
- Participant contacts NDIA or LAC
- LAC assists with the application and approval
- LAC helps create the first NDIS plan
- LAC explains roles and general supports
- Points to NDIS Provider Finder
- May name 2–3 local services
- Does not actively connect providers
- Participant independently finds providers
OR
- Engages a Support Coordinator if funded
- Support Coordinator actively refers to specific providers
Pathway 2: Existing Participant with Support Coordinator
- Participant has an approved plan with funded supports
- Support Coordinator contacts providers in their network
- Provider delivers services
- Provider invoices Plan Manager or NDIA directly
Pathway 3: Direct Contact / Word of Mouth
- Participant or family hears about a service
- They contact the provider directly
Who Refers to Service Providers?
Primary Referral Sources (Priority Order)
1. Support Coordinators – #1 Source
- Manage multiple participants simultaneously
- Refer regularly within trusted networks
- Require reliability, communication, and follow-through
2. Participants and Families
- Word of mouth
- Online searches
- Provider directories
- Community circles (church, sport, social groups)
3. Advocacy Services
- Support participants navigating NDIS complexity
- Particularly valuable for access and plan appeals
- Refer to providers who respect participant rights
3. Advocacy Services
- Support participants navigating NDIS complexity
- Particularly valuable for access and plan appeals
- Refer to providers who respect participant rights
4. Allied Health Therapists
- Identify support gaps
- Refer providers aligned with therapy goals
- Value consistent communication
5. Other Providers
- Reciprocal referrals for complementary services
6. NDIS Networking Events
- Expos, forums, council events
- Industry and community-led
- Builds trust and long-term partnerships
- Many now operate via Facebook groups
7. LACs
- Rarely referred for ongoing services
- Usually, only initial sector guidance
- Direct participants to provider directories
Key Relationship Triangle
For most service delivery scenarios (where support coordination is funded):
Support Coordinator ↔ Provider ↔ Plan Manager
- Support Coordinator selects and connects Provider
- Provider delivers services
- Plan Manager processes payments
- Provider reports progress back to the Support Coordinator
