Sending a referral can feel like the hard part, and then there is a wait. This guide explains what Kindora Connect does with an NDIS referral, the questions we usually ask, and how a referral turns into support. It is written for participants, families and support coordinators in Adelaide.
What happens in the first review?
We read the referral to check the essentials: who the participant is, who we should contact, the suburb, the supports being asked for and how the plan is managed. We also look for anything that affects safety or communication, such as a preference for phone or text, an interpreter, or a need for two workers.
If something important is missing, the first call is used to fill the gap. Nobody is turned away because a field was left blank.
Who will we contact, and what will we ask?
We contact the person named as the main contact. That might be the participant, a family member or a support coordinator. On the call we usually talk about:
- what a good week of support looks like for the participant
- the goals in their NDIS plan that the supports relate to
- days, times and places where support is needed
- anything that has not worked well with previous supports
- preferences about workers, such as gender, language or experience
- how the plan is managed, so we know how invoices will be paid
We may also ask if we can meet the participant, at home or somewhere they feel comfortable, before anything is agreed. Meeting in person helps both sides decide whether it is a good fit.
How does a referral become support?
- Referral received and reviewed.
- First conversation with the contact person.
- A meeting with the participant, if everyone agrees.
- We confirm what we can offer, including days, times and the workers we would suggest.
- A service agreement is prepared and talked through before it is signed.
- Support starts on the agreed date, and we check in early to see how it is going.
The NDIS describes a service agreement as the written arrangement between a participant and a provider. It sets out the supports the provider will deliver, how and when they will be delivered, what they cost, and how either side can change or end the arrangement. Read it carefully and ask questions before signing.
How long does it take?
It depends on the supports requested, the times needed and worker availability in the area. A simple request with flexible times can move quickly. A request for early mornings every day, or for complex support, takes longer to plan well. We will give you an honest idea on the first call rather than a promise we cannot keep.
What if Kindora Connect is not the right fit?
Sometimes we cannot help, for example if the times needed do not match our team, or the supports fall outside what we deliver. When that happens we tell you promptly so you can keep looking. Participants always have choice and control over who supports them.
The NDIS Commission suggests checking the NDIS provider register and the NDIA provider finder when you are choosing providers. Our guide to registered and unregistered NDIS providers explains what registration means.
What can you do while you wait?
- keep a copy of the participant’s current NDIS plan handy
- jot down questions you want to ask on the first call
- think about which days and times really matter, and which can be flexible
- let us know if contact details change
If the referral is urgent, for example because a carer is unwell, say so on the form or call us. We will tell you straight away whether we can respond in the time you need.
Can you ask for a different worker?
Yes. If a worker is not the right fit, tell us. Changing workers is a normal part of getting support right, and it will not affect how we treat the participant.
How do you change or withdraw a referral?
Call or email us at any time to update details, add supports or withdraw the referral. You do not need to give a reason. If support has already started, the service agreement explains how either side can end it.
Related guides: how to make an NDIS referral and preparing for an initial support discussion. Supports people often ask about next include household tasks and respite care.