Why Most NDIS Providers Get Stuck (And How to Break Through Fast)
I’m here with a good friend of mine – Stuart Paul. Hey Stuart, you’re doing good things in the NDIS. You’re helping a lot of people. Why are you here? Why did you say yes to coming on this podcast?
Thanks for having me. Honestly, it seemed like a good idea at the time. Part of it is that I believe in what you’re trying to achieve – cohesiveness, collaboration, and togetherness in the network, professionally.
It’s really not that hard to do. Sometimes, it just gets overlooked or overshadowed by other personality types that don’t see it the same way. So it’s good to get on a platform like this and explore it together.
If you don’t know Stu’s background, he’s a BDM at Plan Manage Assist. Stu stands out as the player manager who actually responds to emails, returns calls, and helps people.
I invited him on because five, six – maybe even seven – people have sent him providers who were stuck. And I’ve just said, “Talk to Stu.” You’ve opened doors for them.
I saw you write a 300-word email for someone on what they should do next. What’s behind that? Why would a BDM in your position spend so much time helping someone like me with my NDIS providers?
There are a couple of reasons. First, it’s my personality. I’m an ex-teacher – we love to educate and support. That’s just who we are.
Second, I genuinely want to help good people connect with other good people. I believe in the power of the network. When I make those connections, it doesn’t just end there.
I follow up. I ask how it went. I learn from it. It helps me vet people and see who’s genuinely doing well. It becomes a feedback loop. It’s a multi-layered approach that benefits everyone involved.
The Power Of Collaboration In The NDIS Sector
You’ve seen a lot of things that don’t work in the NDIS world. Both of us have been providers. There’s a whole lot of rubbish that happens, and not many people are calling it out.
What are some of the things you see that don’t work but people keep doing?
I think we do call it out – just not always loudly. It’s not always about standing on a soapbox yelling. Sometimes it’s more subtle.
People stop involving certain individuals in conversations, or you check in with someone privately. It’s more about quietly correcting behaviour than public shaming.
We already get enough negativity from outside the scheme. We don’t need more from inside. It’s about making change feel like the person’s own decision – not a forced one.
Being bad doesn’t come naturally. Being good should be easy – because kindness isn’t something that comes out of an NDIS plan.
You’re one of the most networked people I know. On LinkedIn, you and I share the most connections. Clearly, you value collaboration.
But what’s really behind that? Why spend so much time talking to providers – even when it’s not part of your job?
Part of it is catch-up. A lot of people in this space have been around since day dot. I haven’t. So I overcompensate by meeting as many providers as I can. All kinds, too.
The only way to really understand what’s good or bad is to experience both. If you’re a Star Wars fan, you know what I mean – you’ve got to at least know what the dark side looks like.
Why NDIS Providers Keep Getting Stuck
You’ve helped a lot of small and medium providers – especially those who’ve hit a wall. What are people doing that’s making them stuck?
I’m seeing the same mistakes from providers with three participants as I am from those with 300.
For those with under 10 participants, it often comes down to how they engage the community. Just this morning I met with a young woman starting her own business.
She was using a Canva ad on Facebook listing her services with “We have capacity.” That doesn’t stand out. You don’t get noticed in a flock of sheep by being another sheep.
She didn’t know about networking with other providers. She thought it was cutthroat and competitive. I asked her where she thought referrals came from.
She thought it was all direct sign-ups. That’s not sustainable.
Even medium-sized providers run into the same problem. Word of mouth only goes so far – especially among participants who typically have smaller social circles.
You have to build community. You and I go out, meet other providers, and build a network. That’s what allows us to expand.
A lot of these providers are copying what others do on Facebook, then wonder why it’s not working. You need to engage your network in a genuine way. That’s what makes growth possible.
Networking, Niche Services And Avoiding The Sheep Mentality
Exactly. And I’ve seen that discouragement creep in. When someone’s trying hard, going in circles, and still not getting results – they can start blaming the system. But they also haven’t really asked for help.
What else did you offer her, besides just saying “Try something different”?
I asked her how many staff she had. She said, “Just me.” But she was offering multiple services. That’s a red flag. If I’m referring someone, I want to know that provider can genuinely deliver, not just tick a box.
That participant is a real person with people who care about them. If I refer them to a generalist provider doing everything alone, that’s not care – it’s risk.
So I asked her to focus. Find her niche. Don’t try to do everything. Pick a service or a community she’s passionate about. There are over 700,000 participants on the NDIS.
That’s not a niche. You have to narrow in on what lights you up. That’s where you’ll have the biggest impact.
Simple Fixes To Reignite NDIS Business Growth
That makes so much sense. And even medium providers with 200 participants are making the same mistake. Their plans are being cut. It’s harder to get new participants.
So they try to offer more services to compensate – but they don’t have the staff or the skill set. And what happens when those few staff leave? It becomes another overpromise situation.
That desperation creeps in, morale drops, and people start making bad calls.
Let’s say you hit a wall tomorrow – no new inquiries for six weeks. What would you do?
I’d go back to the drawing board. Where’s the breakdown in communication? Is it when I first reach out? Or is it after they reply? Is there follow-up missing?
Am I being too forceful? Did I damage my reputation without realising it?
Once I know where it’s breaking down, I can fix it. You’ve got to look at the whole chain – like a sales funnel, but without money changing hands. Figure out what’s not landing.
And if you’re stuck, maybe you don’t need an expensive consultant. Maybe you just need to ask five people who know you well.
I know if I asked you, Stu, what I could do better, you’d have feedback. We all make mistakes. The trick is asking people you trust.
But if you’re so discouraged you think the world’s against you, it’s time to change strategies.
How To Connect With Stu & Bite-Sized NDIS Tips
Stu, I love what you do. I love that you help so many people – even strangers I send your way. If someone wants to get in touch, where can they find you?
My podcast is called TLDR: Too Long, Didn’t Breathe. It’s five to seven minutes – bite-sized, educational, and launching soon.
You can check me out on LinkedIn (Stu Paul), or email me at [email protected]. It’s perfect if you’re commuting or just want a quick boost.
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