For ndis and home care providers
Your team is out on shift. The office phone isn’t.
The people ringing you — support coordinators, families, plan managers — are arranging care for somebody who needs it, and they will not ring twice.
- Price
- $50 a month, no contract.
- Your number
- Stays exactly as it is.
- Setup
- Two minutes. We do it.
- Reply time
- Seconds, not this evening.
01 The moment
Why ndis and home care providers miss calls
Not because you are careless with the phone. Because of where your hands are.
Every support worker is out on a shift, the coordinator is mid-visit, and the person who normally covers the office is doing a roster because someone called in sick. The phone rings. It was a support coordinator with a participant who needs hours from next week.
02 What they get
The text that goes out
Within seconds of the call dropping, in your words, with your name on it.
Your business
It’s [BUSINESS] — our team is out on shift and we couldn’t take your call. Text us what supports you’re after and when, and we’ll call you back today. If this is about an existing participant, let us know their first name and we’ll find them.
The caller, a minute later
Support coordinator here — participant in Blacktown needs 10 hours a week of community access starting next month. Do you have capacity?
That reply is the job written down. You ring back knowing what it is, where it is and whether it is worth stopping for.
03 What changes
What it changes for ndis and home care providers
- 01
Capacity is the only question they have
Coordinators are not comparing philosophies, they are finding somebody with hours available in the right area. Answering that quickly is most of what wins the placement.
- 02
Nobody in the business is at a desk
The whole model puts your people in the field during exactly the hours coordinators and plan managers work. The conflict is structural, and no amount of discipline fixes it.
- 03
Existing participants and families get a reply
A family who cannot reach you about a shift change gets an answer within seconds rather than an afternoon of silence, which matters more here than in any commercial setting.
04 Questions
What ndis and home care providers ask
The questions that come up on the phone, answered the way we'd answer them there.
What about privacy and participant information?
Keep the message to logistics — capacity, area, callback time, a first name at most. No participant detail, nothing clinical, nothing about a plan. Your obligations under the NDIS Code of Conduct and privacy law sit with you, and this should be set up to require nothing sensitive in a text.
Is an automated text appropriate for this sector?
For arranging a callback, yes — provided it sounds like a person and is written plainly. What would not be appropriate is anything that reads as marketing, or any implication that a text is a substitute for reaching someone when a participant needs help. Say plainly what to do in an urgent situation.
Does it handle claiming or rostering?
No. It is a missed-call text-back and nothing more. It does not touch your rostering, your claiming or your participant records, and it does not pretend to be a care system.
We have an office person.
Then it covers the calls that arrive while they are on another line, on a roster, or away. It only fires when nobody answered, so it never cuts across a call they took.
See what you’re missing before you pay anything.
The audit counts the calls to your business that went unanswered last month, from your own records. It costs nothing and nothing changes on your line.
05 Read next
Related
- Trade Physiotherapists and allied health A hands-on appointment cannot be interrupted, so every call during a session is a call you are structurally guaranteed to miss.
- Trade Cleaning businesses Cleaning enquiries are decided fast and by whoever replies. Almost nobody rings one cleaner and waits.
- Trade Vet clinics Every unanswered call at a vet clinic is somebody worried about an animal, and worry does not wait on hold.
- Explainer How missed-call text-back works The mechanism, plainly, including what it does not do.