How does an IDD provider get more referrals from support coordinators in California, New York, Texas, Florida or Pennsylvania?

Who are the support coordinators in my state?

The name changes by state, but the role is similar: someone who helps a person with an intellectual or developmental disability choose and coordinate services. In the five states we write about most, they are:

• California: service coordinators at the 21 regional centers overseen by DDS.
• New York: care managers at Care Coordination Organizations, under OPWDD.
• Texas: service coordinators at the Local Intellectual and Developmental Disability Authorities (LIDDAs), under HHSC.
• Florida: waiver support coordinators for the iBudget Florida waiver, under APD.
• Pennsylvania: supports coordinators at Supports Coordination Organizations, under ODP.

Each state guide links to the official agency: IDD provider guides by state.

What do coordinators need from me to make a referral?

A short answer to four questions, delivered fast. Put it on a one-page provider sheet and on your website:

1. Which services do you provide, and under which programs?
2. Which counties or ZIP codes do you actually cover?
3. Do you have openings now, and how soon could services start?
4. Who should they call or email, and when will they hear back?

Update your openings at least weekly. Coordinators stop trusting a provider list that is out of date.

What does a good referral process look like?

1. Answer within the hour during business hours, and first thing the next morning for anything that arrives after hours. Allow about 15 minutes per referral.
2. Give a clear yes, no or "yes, starting on this date". A fast no is better than a slow maybe.
3. Contact the family the same day and book an intake meeting.
4. Close the loop with the coordinator within two business days: you spoke with the family, and what happens next.
5. Log every referral by coordinator, date, response time and outcome. A spreadsheet works; a CRM is easier past about 10 referrals a month.

What about referrals that arrive after hours?

Coordinators mostly work business hours, but families often call in the evening once they have a provider list. If those calls go to voicemail, the family may call the next provider before you call back. Options are an on-call phone rotation, an answering service, or an AI receptionist. Willa is one option for the last: she answers calls, texts and web chat with your agency's name, captures who the referral is for and what supports are needed, and books the intake meeting into your calendar. Whatever you choose, someone or something should answer.

Copy this prompt to build your provider sheet

I run an IDD services agency in [state] that provides [services] in [counties]. Write a one-page provider sheet for support coordinators. Include: the services we offer and the programs they fall under, the areas we cover, how to check our current openings, how fast we respond to referrals, and a named intake contact. Keep it under 250 words, plain language, no marketing claims.

Frequently asked questions