Responding to client enquiries as an independent support worker
Turn NDIS enquiries into bookings — reply fast, ask the right questions, be clear on rates and availability, and use service agreements to lock it in.
Speed matters more than you think
Lead with the person, not your rate
The questions to ask
Be clear and upfront on the practical stuff
Suggest clear next steps
Lock it in with a service agreement
Follow up without hassling
Converting enquiries into lasting bookings
Frequently asked questions
How quickly should I respond to a support work enquiry?
Within a few hours, and same day at the latest. People usually message several workers, and the first warm, organised reply often wins. If you're mid-shift, send a quick holding message promising a proper call later that day. Fast, friendly replies are the cheapest advantage you have — slow replies signal you'll be…
What should I ask a potential NDIS client?
Ask about the person and their goals first, then their support needs, when and where they need help, and how their plan is managed. Checking plan management early matters — as an unregistered provider you can support plan-managed and self-managed participants but not NDIA-managed ones. Keep it a warm conversation, not…
Should I tell clients my rate in the first message?
Lead with genuine interest in the person first, then be clear and upfront about your rate, availability and services once you understand their needs. Being straight about pricing isn't pushy — it's respectful of everyone's time. If your rate doesn't suit their plan, it's much better for both of you to know early rather…
How do I follow up without being annoying?
Send one friendly, low-pressure check-in a few days after an enquiry goes quiet — something like "still happy to help if you'd like to chat, no pressure either way." One nudge is professional; repeated messages feel like pestering. If there's still no reply after a follow-up or two, let it go gracefully and leave the…
What is a meet-and-greet and should I offer one?
A meet-and-greet is a short, no-obligation coffee or video chat before committing to bookings, so both sides can check the fit. It's one of the most effective steps in support work because trust is personal. Frame it as normal and pressure-free — it relaxes anxious participants and families and makes them far more…