NDIS providers are under enormous pressure — growing participant demand, complex administrative requirements, and a workforce stretched thin. AI handles the intake, communication, and admin so your support coordinators and carers can focus on participants.
35+ new participant and family enquiries per month. Support coordinators spending an average of 2.5 hours per initial enquiry — multiple calls, document requests, eligibility confirmation. Families frustrated by slow intake processes were choosing faster-responding providers. Average participant annual plan value: $22,000–$68,000.
Lead Capture Bot handles the initial enquiry — captures the participant's NDIS plan status (active plan / waiting for NDIS / self-managed / plan-managed), disability type, support needs and goals, preferred support worker characteristics, and urgency. It sends an instant intake form, schedules a service agreement meeting, and ensures families feel heard and organised from the first contact.
"Families are exhausted by the NDIS process. Being organised and responsive from the first contact changed our reputation completely."— Tanya, Operations Director, Empower Support Services
Support coordinators averaging 55 inbound calls per day across 220 participants and their families. 65% of those calls: routine status updates, appointment confirmations, invoice queries, and plan balance checks. Coordinators were unable to do proactive participant support because reactive calls consumed every available hour.
AI Receptionist handles all routine inbound — appointment confirmations, transport logistics queries, basic plan balance information, invoice queries routed to accounts, and service schedule changes. Genuine support concerns and mental health crisis indicators are routed immediately to a senior coordinator. No genuine need goes unmet; no coordinator is buried in admin.
"My coordinators were drowning in calls. Now they're doing actual coordination — and our participants are better for it."— Marcus, CEO, Horizon Disability Services
Plan review dates were distributed throughout the year but tracked inconsistently. 22% of participants were not maximising their plan funding — budget underspent at plan review led to plan reductions. There was no proactive communication strategy. Participant-to-participant referral rate was just 3%.
Marketing Automation — plan utilisation tracking alerts (when a participant is under-utilising funding, prompts are sent to both the coordinator and participant), plan review preparation sequences (90 days before review — what to document, goals to set, supports to request), monthly wellbeing check-ins, family carer support content, and referral campaigns targeting existing participants and their networks.
"We were leaving $4,200 per participant on the table every year without knowing it. Not anymore."— Dr. Kim, Clinical Director, BrightPath NDIS
Book a free 20-minute call. We'll identify where your intake process is losing families, where coordinator time is being wasted on admin, and where plan funding is going unclaimed — and show you what fixing it looks like.