The National disability Insurance Scheme (NDIS) now supports over 500,000 Australians with disability across the country and as of march 2023, over 19000 registered NDIS providers are actively providing support. If you are a registered NDIS provider and want to have your services marketed then you are one among many trying to do the same. Your website serves as your virtual shopfront—often the first point of contact between your organization and potential clients. For NDIS providers specifically, your website needs to balance accessibility, compliance, and user-friendliness while effectively communicating your unique value proposition.
At UniWeb Australia, we’ve helped numerous NDIS providers develop websites that not only look professional but also drive participant engagement and streamline operations. Based on our experience, here are the essential features every NDIS service provider should incorporate into their website.
- Accessibility as a Priority, Not an Afterthought
For NDIS providers, website accessibility isn’t just good practice—it’s essential. Your website should follow Web Content Accessibility Guidelines (WCAG) 2.1 at minimum, ensuring it’s usable by people with diverse abilities.
Key accessibility features include:
- Screen reader compatibility: Ensure all content can be read aloud by assistive technologies
- Keyboard navigation: Allow users to navigate your entire site without a mouse
- Appropriate color contrast: Make text easily readable against backgrounds
- Alt text for images: Provide descriptions for all visual content
- Resizable text: Allow users to adjust text size without breaking layouts
- Captions for videos: Include captions or transcripts for all multimedia content
Beyond meeting legal requirements, an accessible website demonstrates your organization’s commitment to inclusion—a value that should be at the core of every NDIS provider’s mission.
- Clear Service Information and NDIS Registration Details
Potential participants visiting your website need immediate clarity on your services and NDIS credentials.
Service Descriptions
Create dedicated pages for each service category you offer, with:
- Detailed explanations of what the service entails
- How services align with NDIS goals and categories
- Staff qualifications and expertise
- Success stories or case studies (with appropriate privacy measures)
- Pricing information or indications of how services are funded
NDIS Registration Information
Prominently display:
- Your NDIS provider registration number
- The specific support categories you’re registered to provide
- Quality and safeguards certifications
- Links to relevant NDIS information about how funding works
This transparency builds trust and helps participants quickly determine if your services match their needs and funding arrangements.
- Intuitive Navigation and User-Friendly Design
NDIS participants and their supporters often navigate complex systems daily. Your website should provide relief from complexity, not add to it.
Clear Navigation Structure
- Implement a logical, hierarchical menu structure
- Use descriptive, jargon-free menu labels
- Include a search function for larger sites
- Consider a “Quick Links” section for frequently accessed pages
Mobile Responsiveness
With over 55% of web traffic coming from mobile devices, your site must function flawlessly across all screen sizes. Test thoroughly on multiple devices to ensure a consistent experience.
Fast Loading Times
Research shows that 47% of users expect websites to load in 2 seconds or less. Optimize images, minimize code, and consider performance when adding features to ensure your site loads quickly, especially for users who may have slower internet connections.
- Simple Contact and Referral Pathways
Making it easy to reach you is crucial for converting website visitors into participants.
Multiple Contact Options
Offer various ways for potential clients to connect:
- Phone numbers (consider a dedicated NDIS inquiries line)
- Email addresses for different departments
- Physical address(es) with maps
- Contact forms with accessible design
- Live chat options where resources permit
Streamlined Referral Process
Create a dedicated referral pathway that’s easy to find and use:
- Clearly labeled “Make a Referral” button in your main navigation
- Simple forms that collect only essential information
- Option to upload documents securely
- Clear explanation of what happens after a referral is submitted
- Automatic confirmation emails to provide reassurance
Consider integrating with NDIS-specific CRM systems to automate parts of this process while maintaining privacy and security.
- Compelling Content That Builds Trust
Beyond basic information, your website should convey your organization’s values, approach, and impact.
Create a comprehensive “About Us” section that includes:
- Your organization’s history and mission
- Your approach to providing NDIS services
- Team profiles highlighting qualifications and experience
- Governance structures and quality frameworks
Testimonials and Success Stories
Share participant experiences (with appropriate consent):
- Written testimonials from participants or their supporters
- Video testimonials for more personal impact
- Case studies showing how your services have made a difference
- Impact statistics that demonstrate outcomes
Regular Blog Content
Maintain a blog with:
- Updates on NDIS policies and how they affect participants
- Tips for maximizing NDIS funding
- Explanations of disability concepts in plain language
- Community events and resources
- Success stories from your organization
Quality content positions your organization as knowledgeable and trustworthy while improving your search engine visibility.
- Participant Resources and Self-Service Options
Empower participants with resources and self-service features:
Resource Library
Create a searchable repository of:
- Fact sheets about different disabilities and conditions
- Guides to NDIS processes
- Explainers about how to get the most from different supports
- Frequently asked questions
- Links to external resources like the NDIS website and disability advocacy organizations
Participant Portal
Consider developing a secure participant portal where clients can:
- View upcoming appointments
- Access service agreements and plans
- Submit feedback
- Message their support coordinators
- View and download invoices or statements
While developing a portal requires investment, it can significantly enhance the participant experience and reduce administrative burden on your team.
- Staff Recruitment and Careers Section
The NDIS sector faces ongoing workforce challenges. Your website can be a powerful recruitment tool.
Careers Page
Create a dedicated careers section featuring:
- Current vacancies with clear role descriptions
- Information about your organizational culture
- Employee benefits and development opportunities
- Testimonials from current staff
- Simple application process
Volunteer and Student Placement Information
If applicable, include information about:
- Volunteer opportunities
- Student placement programs
- How to express interest in these positions
A robust careers section not only helps with recruitment but demonstrates organizational stability to potential participants.
- Privacy and Security Features
Given the sensitive nature of disability services, privacy and security should be paramount.
Privacy Policies
Clearly outline:
- What information you collect and why
- How information is stored and protected
- Who has access to information
- How participants can access or correct their information
Secure Forms and Portals
Implement appropriate security measures:
- SSL certificates for all pages (https://)
- Secure form handling
- Encryption for any participant portals
- Compliance with relevant privacy legislation
Being transparent about privacy builds trust with potential participants who may be concerned about sharing sensitive information.
- Integration with Social Media and Review Platforms
Extend your online presence beyond your website:
Social Media Integration
- Include links to your social media profiles
- Add social sharing buttons to blog posts and resources
- Consider embedding social media feeds on your homepage
- Ensure consistent branding across all platforms
Reviews and Reputation Management
- Link to your profiles on platforms like Google Business and Facebook where reviews can be left
- Consider embedding Google reviews on your site
- Have a process for responding to reviews, both positive and negative
Social proof is powerful—seeing others’ positive experiences can be the deciding factor for potential participants considering your services.
- Technical Support and Ongoing Maintenance
A website is not a “set and forget” asset. It requires ongoing attention:
Regular Updates
- Keep content fresh and relevant
- Update staff information as needed
- Ensure NDIS policy information remains accurate
- Check for and fix broken links
Technical Support
- Ensure you have access to technical support for issues
- Regularly update plugins, themes, and security features
- Monitor website performance and make optimizations
- Back up your website regularly
At UniWeb Australia, we offer ongoing maintenance packages specifically designed for NDIS providers to ensure websites remain secure, up-to-date, and effective.
Conclusion: Your Website as a Participant-Centered Tool
Your website should ultimately serve as a bridge between your organization and the people you support. By implementing these essential features, you create not just a digital brochure but a valuable resource that:
- Makes information accessible to all potential participants
- Streamlines administrative processes
- Builds trust through transparency and quality content
- Positions your organization as professional and participant-focused
In the competitive NDIS landscape, a well-designed, feature-rich website can be your most valuable marketing asset, working around the clock to inform, engage, and convert potential participants.
Need help implementing these features on your NDIS provider website? Contact UniWeb Australia for a consultation. Our team specializes in creating accessible, effective websites for NDIS providers that meet compliance requirements while driving organizational growth.
