The Background
Connecting Lives is a support coordination firm in Melbourne’s inner north, founded by former social worker Danielle W. in 2019. By mid-2023, the firm had grown to 80 participants and was starting to strain. Each coordinator was managing 25–30 participants across multiple providers, and the documentation burden was becoming unmanageable.
“Support coordinators shouldn’t spend half their day writing emails and chasing paperwork,” Danielle says. “But that’s what was happening. We were a month behind on progress notes for half our caseload.”
The Problem with Generic Tools
Connecting Lives had tried two generic CRM platforms. Both required heavy customisation to handle the NDIS-specific workflows around goal tracking, provider liaison notes, and plan review preparation. Neither was worth the effort.
Maxpilot as a Purpose-Built Solution
The switch to Maxpilot in late 2023 changed how the team operated. Each coordinator now manages their caseload from a single dashboard: upcoming plan reviews, overdue progress notes, provider check-ins, and participant goal progress all visible at a glance.
I can look at my dashboard first thing in the morning and know exactly what needs my attention today. Before, I was working from memory and a notebook. Now nothing falls through the cracks.
Scaling Without Hiring
In the 18 months following implementation, Connecting Lives grew its participant base from 80 to 200 — a 150% increase — without adding a single coordinator to the team. Each coordinator’s caseload grew from an average of 27 to 50 participants, made possible by the reduction in administrative overhead.
Progress Note Efficiency
Progress notes, previously written from memory at the end of the week, are now completed during or immediately after each participant interaction using Maxpilot’s mobile-friendly note interface. The backlog of overdue notes was eliminated within three months. The firm now has a 97% on-time completion rate for required documentation.