The Profitable NDIS Provider
Stop surviving; start thriving
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Episodes
Tuesday Jun 24, 2025
Tuesday Jun 24, 2025
In this episode of the Profitable NDIS Provider Podcast, hosts Paul Bryan and Tania Gomez sit down with Aaron Cotton, co-founder of Marco Polo, to explore how giving participants true choice is transforming Supported Independent Living (SIL) across Australia.
Aaron shares how his experience as a pharmacist, neurodivergent founder, and SIL provider shaped Marco Polo’s approach: matching participants with compatible housemates before housing is arranged. This unique model is helping providers reduce participant churn, boost trust, and improve long-term sustainability.
From business viability to participant wellbeing, this episode is full of practical insight for providers navigating the complexities of SIL and seeking to deliver high-quality, participant-centred care.
Episode Highlights:
00:00 – Welcome & Introduction: Meet Aaron Cotton of Marco Polo
02:05 – What SIL providers are getting wrong (and why it’s costing them)
04:15 – The true costs SIL providers absorb beyond the price guide
07:10 – Introducing Marco Polo: The platform putting participants first
10:00 – A powerful story of a surprising housemate match
12:20 – Why letting participants choose housemates improves outcomes
14:30 – The business case for lower churn and higher retention
17:00 – How Marco Polo increases provider trust and credibility
19:50 – How to join the platform and what to expect
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#NDIS #SILProviders #NDISAustralia #SupportedIndependentLiving #ParticipantChoice #DisabilityHousing #MarcoPoloSIL #NDISBusiness #SILInnovation #NDISCompliance #NDISProviders #NDISPodcast #TaniaGomezConsulting #ProfitableNDIS #NDISSustainability #AustraliaDisabilitySector
Friday Jun 06, 2025
Friday Jun 06, 2025
In this monthly wrap-up episode of the Profitable NDIS Provider Podcast, co-hosts Tania Gomez and Paul Burgess dive into everything that’s been happening across the NDIS landscape in May. From national SIL summits and the Gold Coast Level Up event to new initiatives like QuestX and the Provider Collective’s expansion, it's been a massive month of growth, innovation and change.
They also unpack urgent regulatory changes in the sector, including the rise in unannounced audits and increased enforcement actions. Tania shares valuable tips on how providers can stay audit-ready and why education and free resources are key to lifting sector quality.
For anyone navigating the complexities of the NDIS space and wanting to stay ahead, this episode is packed with insights, real talk, and practical updates.
Episode Highlights:
00:00 – Welcome to the May Recap
01:15 – Tania’s national SIL summit tour and personal highlights
03:30 – Paul reflects on hosting the Level Up Summit on the Gold Coast
06:10 – Behind the scenes: planning, vocal coaching & event growth
10:25 – The power of provider networking and community energy
14:00 – SIL Summit learnings and future plans for 2025
16:40 – QuestX: A new event and podcast for visionary business leaders
20:35 – Interviewing founders of Mad Mex, Lendi & more – what Tania learnt
24:00 – Regulatory changes and increased scrutiny from the NDIS Commission
27:20 – Importance of being “audit-ready” at all times
29:50 – Resources: Free eBook on NDIS registration groups
31:15 – Provider Collective Connect hits 500 members
33:00 – What Paul and Tania have been learning lately
35:00 – Planning for Season 7 and a big Episode 100 celebration!
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#NDIS #NDISProviders #SILProviders #SupportedIndependentLiving #NDISAustralia #ProfitableNDIS #DisabilitySector #DisabilitySupport #NDISCompliance #NDISAudit #NDISBusiness #NDISCommunity #NDISPodcast #TaniaGomezConsulting #ProviderCollective #QuestX #NDISLeadership #LevelUpSummit #NDISEvents #AustraliaBusiness
Tuesday May 27, 2025
Tuesday May 27, 2025
In this insightful episode, Paul and Tania are joined by systems expert Kieran Browning to unpack the root causes of operational inefficiencies in NDIS businesses and how to fix them. Kieran shares practical strategies for streamlining processes, improving staff retention, boosting referrals, and using AI tools like ChatGPT to solve everyday challenges.
Whether you're drowning in admin, losing good staff, or struggling with client follow-ups, this episode offers real-world solutions that are easy to implement and high impact.
Episode Highlights:
00:00 – Welcome & Meet Kieran
Get to know Kieran Browning and the role of a Business Streamlining Consultant.
03:35 – Why You’ve Hit a Growth Ceiling
Discover the hidden bottlenecks that keep you stuck—beyond hiring more people or tech.
06:20 – Smart, Sustainable Operational Improvements
How to fix systems without burning out or overwhelming your team.
08:45 – Staff Retention as a Business Process
Why team turnover is more than just a people problem — and how to fix it with process.
10:58 – Using ChatGPT to Improve Team Engagement
Real-life ways to use AI for better 1:1s, communication, and motivation.
16:45 – Follow-Up That Doesn’t Feel Salesy
Learn how to systemise your follow-ups while keeping the personal touch.
19:40 – Account Management vs. Service Delivery
Why great service isn’t enough — and how you present value makes the difference.
22:10 – Human-Friendly Automation
Avoiding over-automation: how to keep comms personal while scaling up.
25:00 – Future of Work with AI & ChatGPT
Why AI skills are becoming critical in staying competitive in the NDIS space.
28:10 – Practical AI Tips for NDIS Providers
Kieran shares best practices for prompting, voice notes, and avoiding common mistakes.
30:30 – How to Work with Kieran Browning
Find out how to engage Kieran to help transform your business.
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndisprovider #virtualassistant #NDISOperations #NDISPodcast #chatgpt #aiinbusiness #NDISAdmin #ProfitableNDIS
Friday May 02, 2025
Friday May 02, 2025
In this special April Recap, Tania and Paul catch up on all the major events, sector shifts, and behind-the-scenes work happening across the NDIS space. From turning 40 in Japan 🇯🇵 to planning massive national events, it's been a month of momentum and preparation.
They also dive into significant sector updates: the upcoming SIL regulatory changes, increased mergers and acquisitions, and the fast-approaching home care reform. Plus, exciting announcements about new initiatives including the Provider Collective app, Perth launch, and a collaborative book project.
Episode Highlights:
00:00 – Welcome & April Check-in
Tania shares her post-Japan glow, school holiday chaos, and Brisbane IWD celebrations. Paul’s prepping hard for the Level Up Summit.
05:00 – Behind the Scenes: Event Logistics
Booking venues, managing catering for 50+ people, and expanding accommodation—Paul opens up about the (hectic) work of running major national events.
07:15 – Challenges in April: Regulatory Heat & SIL Tension
Tania shares insights on a tougher NDIS Commission, including stricter responses and delays in 2025 registrations. Increased exit activity across providers.
09:30 – Mergers & Acquisitions Surge
Over 50% of Tania’s April work involved due diligence for business sales. A reflection of changing market confidence.
11:45 – Home Care Changes & Sector Crossover
Huge interest in the new July Home Care reforms. Tania’s team is upskilling and prepping to support NDIS providers expanding into aged care.
14:00 – Industry Trend: Operating at a Higher Standard
Paul shares that leading providers are already compliant well beyond minimum benchmarks. Others are scrambling.
15:10 – Key Share: Coaching the “1% Staff”
Paul introduces Lift—a new coaching stream for GMs and Ops Managers inside Profitable Provider to build stronger internal leadership alongside business owners.
17:00 – Book Announcement 📘
Tania is releasing a new co-authored book titled Future-Proof Your NDIS Business.
Co-authors include:
Paul Bryan, Yasu Zaki, Val (Via Technology), Mark from Kismet, Bronte Williamson, Sita Anderson, Natalie & Renee (Coco), and more.
20:00 – The Provider Collective App Launch 📱
Now with 300+ members, it’s a free hub for events, podcast access, and continued community conversations.
22:15 – Perth Provider Collective Event Launch 🚀
Starting 12 June. Free quarterly events now expanding to Perth and Adelaide, featuring co-hosts and rotating masterclass speakers.
24:00 – Looking Ahead to May
Level Up Summit kicks off on the Gold Coast
SIL Summit National Roadshow starts in Sydney on 8 May
Perth SIL Summit coming in June—Paul is speaking!
Special discounts available—DM Tania on LinkedIn
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndis
Tuesday Apr 29, 2025
Tuesday Apr 29, 2025
This week, Tania and Paul sit down with Jonathon and James, the co-founders of Astalty—one of the most talked-about NDIS software platforms in Australia. They dive into why Astalty has built such a strong following, the biggest mistakes providers make with their systems, and the future of AI and tech in the NDIS space.
If you're still stuck manually copying data into spreadsheets, struggling with compliance, or constantly in “firefighting mode”... this episode is a must-listen.
Episode Highlights:
00:00 – Welcome to the Profitable NDIS Provider Podcast
Meet Jonathon and James from Astalty—and why everyone in the sector seems to know (and love) their software.
02:15 – Building Astalty: Was It Intentional?
How years of lived experience and countless hours on the phone shaped a system providers genuinely love.
04:00 – The Surface-Level Trap: Why Providers Stay Reactive
The Astalty team shares how most providers jump into "quick fixes" rather than solving the real problems.
06:45 – How to Diagnose Before You Solve
Tips on asking better questions, gathering team input, and thinking beyond short-term decisions.
09:20 – Innovations Changing the NDIS Game
Workflow-driven software, real-time data access, PACE integration, and the rise of AI agents.
12:50 – The Danger of Data Duplication
Why exporting spreadsheets might be killing your business—and how to shift to a "single source of truth."
16:10 – Why Most Providers Only Use 20% of Their Software
James and Jonathon reveal how much more your system could be doing (if you actually knew what it could do).
18:30 – Basic AI Wins You Should Already Be Using
From automated meeting minutes to compliance follow-ups—AI can already save you hours each week.
21:00 – The Real Cost of Inefficiency
Why underusing your software could be costing you thousands—and how it affects participant outcomes.
23:10 – What's Next for Astalty?
Sneak peek: Scheduling, compliance tools, communication upgrades, and AI integrations are on the horizon.
25:50 – Final Tips for Providers Choosing Software
Be proactive. Audit your current tools. Learn what you already have before spending more money.
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndis
Tuesday Apr 01, 2025
Tuesday Apr 01, 2025
Change can be chaotic—but it doesn’t have to be. In this episode, Tania and Paul are joined by Val from Via Technology, who unpacks the real keys to successful digital transformation in the NDIS space.
Spoiler: It’s not just about buying new software.
Together they explore how to lead change that sticks, create systems that actually support your business, and manage team resistance—especially in a sector where tech adoption often lags behind.
Episode Highlights:
00:00 – Welcome to the Wild Ride
Meet Val from Via Technology and learn why the future is systemised—but not just automated.
03:30 – People, Process & Tech: The Transformation Trifecta
Val breaks down why technology alone is not the answer—and how people and processes must come first.
06:05 – Car, Map, Traveller Analogy
Val shares a powerful metaphor to explain the role of tech, process, and people in successful change.
08:00 – Case Study: Right Tech, Wrong Setup
How one provider avoided a $100k system switch by mapping processes and aligning team roles.
10:15 – The Real Problem Isn’t Always the Software
Tania shares how user trust (or lack of it) in systems can sabotage even the best software.
12:50 – Getting Buy-in: How to Align Vision Before Change
Val explains the North Star framework and how to distil vision into measurable outcomes.
15:45 – Tech Aversion in the Disability Sector
Tania discusses the unique resistance to tech within NDIS leadership and how to overcome it.
18:30 – When Leadership Avoids Tech
Paul and Tania highlight the importance of showing value in systems from the participant perspective.
21:10 – Who’s Leading Change? (Hint: Not Always the CEO)
Why real leadership can come from any level in the organisation.
22:35 – Why Systems ≠ Restriction
Val explains how systems enable freedom, not limit it—and why that's key to staff buy-in.
24:20 – Team Feedback: The Honest & the Hidden
The importance of informal feedback, coffee chats, and reading between the lines.
26:10 – Tailoring the Rollout to the Bell Curve
How to support every level of tech confidence—from early adopters to resisters—with practical, personalised change management.
27:50 – Final Thoughts
Change is hard—but with the right mix of leadership, clarity, and empathy, it’s absolutely achievable.
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndis
Friday Mar 28, 2025
Friday Mar 28, 2025
Join Tania Gomez and Paul Bryan as they wrap up March with reflections on big wins, current challenges in the NDIS space, sector changes, and what they’re most looking forward to in April.
From empowering events and impactful experiments to industry uncertainty and helpful resources, this episode gives you a behind-the-scenes look into the lives of two passionate NDIS business leaders.
Episode Highlights:
00:00 – Intro: March recap and why people love these episodes
02:00 – Paul’s “March Experiment”: Helping 14 providers free up 1 day/week and simplify systems
04:05 – Tania’s huge March:
International Women’s Day events in Sydney & Melbourne
Powerful guest speakers including Dominique Gill & Carol Bryant
TGC’s 2nd birthday parties
Launch of the Provider Collective App with 300+ downloads
10:50 – Sector challenges:
Fear of change, upcoming registration deadlines, and misinformation
NDIS Commission’s tougher stance and key personnel scrutiny
Payment locks and compliance pressure
15:30 – The spread of misinformation: 57 policy changes? Nope!
17:45 – Focus on what you can control: Delivering great support and staying compliant
19:00 – Share of the Month:
Paul: Never Lose a Customer Again by Joey Coleman – on client retention
Tania: Oversubscribed by Daniel Priestley – building high-demand businesses
22:25 – April plans:
Tania’s Brisbane IWD & birthday event
Recording her co-authored book
Secret September conference prep
Japan holiday for her 40th
Paul prepping for the Level Up Summit (30 April – 4 May, Gold Coast)
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndis
Tuesday Mar 18, 2025
Tuesday Mar 18, 2025
In this episode of The Profitable NDIS Provider Podcast, Paul Bryan and Tania Gomez discuss the future of support coordination and how providers can pivot and diversify their businesses. With mandatory registration looming and uncertainty around the long-term future of support coordination, they explore practical strategies for sustainability and new opportunities.
Key Topics Covered:
✔️ Mandatory registration for support coordinators – what we know so far
✔️ Should support coordinators invest in registration or pivot their business?
✔️ Diversification strategies for sustainability
✔️ Ethical considerations in expanding services
✔️ Exploring aged care, allied health, direct supports & business acquisitions
✔️ Why pivoting is about opportunity, not failure
Episode Highlights:
00:00 – Welcome! Paul & Tania introduce today’s topic
02:10 – What’s happening with support coordination in 2024?
04:15 – Mandatory registration: What we know so far
07:00 – Is it worth investing in registration for SC alone?
09:30 – NDIS grants & tenders – Why only a few providers were invited
11:40 – The risk of relying on government funding (Tania’s personal experience)
15:00 – How support coordinators can pivot & diversify
18:10 – How to identify business opportunities using participant data
20:25 – The biggest mindset shift for SCs – Is it okay to offer direct supports?
23:10 – Exploring aged care, home care & allied health as a pivot
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndis
Tuesday Mar 04, 2025
Tuesday Mar 04, 2025
In this episode of The Profitable NDIS Provider Podcast, Paul Bryan and Tania Gomez are joined by Josh Pix from Resolv to demystify NDIS payment locks, holds, and rejections. They discuss how providers can respond to manual reviews, prevent payment delays, and ensure they have the right evidence to substantiate claims.
Key Topics Covered:
✔️ Understanding payment locks, holds, and manual reviews
✔️ PACE system & why payment scrutiny is increasing
✔️ How to respond effectively to NDIA payment integrity requests
✔️ Proactive strategies to avoid cash flow disruptions
✔️ The critical documents every provider must have
Episode Highlights:
00:00 – Welcome back! Introducing Josh Pix from Resolv
03:20 – Why NDIS payments are being frozen & manually reviewed
07:45 – What to do if you receive a Payment Integrity Unit request
11:30 – Common red flags that trigger NDIS payment holds
15:50 – How manual reviews impact cash flow & payroll
20:10 – Essential checklist for substantiating payments
26:30 – How to run a "fire drill" to test if your business is compliant
31:50 – Payment rejections vs. payment holds – what’s the difference?
38:00 – How Resolv helps providers navigate payment issues & audits
45:00 – NDIS payment delays: What the recent court cases mean for providers
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndis
Friday Feb 28, 2025
Friday Feb 28, 2025
In this special February update of The Profitable NDIS Provider Podcast, Tania Gomez and Paul Bryan introduce a new monthly episode format, bringing you NDIS industry updates, key challenges, and wins from the past month.
In this episode, they discuss:
✔️ Latest NDIS regulatory changes – including mandatory registration for SIL & Support Coordination
✔️ The new Support Coordination funding trial and what it could mean for small providers
✔️ Unannounced SIL home visits – what providers need to prepare for
✔️ The biggest wins & challenges for NDIS businesses this month
✔️ Upcoming events, summits, and networking opportunities
Episode Highlights:
00:00 – Welcome to the first-ever NDIS Monthly Update episode!
03:10 – Paul’s highlights: February Intensive, a client’s big breakthrough, and more
06:45 – Tania’s highlights: Expanding Provider Collective events & speaking engagements
10:20 – Biggest NDIS regulatory changes this month: What SIL & support coordinators need to know
14:50 – Support Coordination Tender: Will it push small providers out of the market?
19:40 – Mandatory SIL & Support Coordination registration: What’s the timeline?
24:30 – The rise of unannounced SIL home visits – How to prepare
28:10 – Support Coordination survival tips: Merging, collaboration & cooperative models
32:50 – Looking ahead: What’s coming up in March for NDIS providers
Listen via:
Podbean: https://profitablendisprovider.podbean.com/
Apple Podcast: https://apple.co/3UQI0cA
Spotify: https://podcasters.spotify.com/pod/show/the-profitable-ndis
YouTube: @ProfitableNDIS_ProviderPodcast
#ndisprovider #ndissupport #ndis
From surviving to thriving
We show you how to make your NDIS business profitable