Leap in! is proud to have won the 2026 Queensland Contact Centre of the Year award, recognising the Leap in! Crew behind the support we provide to nearly 16,000 Members across Australia.
For us, great service is helping NDIS participants get the most out of their plans, understanding why Members have contacted us and resolving their queries in a helpful and informed way.
Our Plan Managers do not work from scripts. They have real conversations. They listen, ask questions and take the time to understand what each Member needs.
67% of our Leap in! Crew has lived experience of disability, either personally or through a family or caring role. That experience can bring additional insight and understanding to the conversations they have every day.
Taking the time to get to the answer.
Over the past year, our Brisbane-based team has had more than 230,000 Member connections.
Our average phone conversation lasts around seven minutes, but we do not set a standard length for Member conversations. Some questions can be answered quickly. Others take more time.
Our Crew has the space to do both.
That approach is backed by strong service results. Around 95% of Member issues are resolved at first contact, reflecting the experience, training and resources our Plan Managers have to help with the question in front of them.
When a Member contacts us, our systems also give the Plan Manager access to recent conversations, outstanding items and other relevant information.
That means less time searching and less chance of Members having to explain their situation all over again.
Human service, supported by smart technology.
Technology and AI are becoming an increasingly important part of how we work, but our approach is simple. We use technology to support people, not replace them.
Our systems take care of more of the searching, administration and straightforward tasks so our Plan Managers can focus on the things people do best. Listening, understanding context, using judgement and working through complex NDIS questions with Members.
Our internal knowledge base also helps Plan Managers quickly access consistent, up-to-date NDIS information while they are helping Members. For Members, this means answers that are backed by NDIA guidelines and a deep knowledge and understanding of the scheme so they can understand their NDIS Plan, what funding can be used for and get the supports in place they need.
The result is a team that can work efficiently while still giving Members personal support.
More than a phone call.
Plan management conversations can happen at important moments in someone’s life.
A Member might be joining the NDIS for the first time, trying to understand their funding, having trouble with a provider or working through an unexpected change to their plan.
That is why we have different teams to support different Member needs.
Our New Member Team helps with onboarding, getting our Members started, learning how to understand and use their NDIS Plan, as well as what their funding can be used for. Experienced Plan Managers support Members with ongoing and more complex NDIS questions. Other teams provide proactive support when a Member may need some extra assistance.
One Leap in! Member summed up the difference after speaking with our team:
“I really feel a lot better now talking it all through.”
For us, that is what great service looks like. Not simply answering a call, but helping someone leave the conversation feeling clearer and more confident about what comes next.
“We’re incredibly proud to be named Queensland Contact Centre of the Year, but what I’m most proud of is what sits behind the award. Our Crew deal with complex questions every day and they do it with knowledge, patience and genuine care. We’ve invested in technology to give them better information and remove unnecessary admin, but the human conversation remains at the centre of what we do. As we grow, that’s something we’re determined not to lose.”
– Andrew Kiel, Leap in! CEO.
More than 70% of new Leap in! Members come to us through referrals from existing Members, providers and community networks. For us, that trust is one of the strongest measures of the experience our team provides.
Winning the 2026 Queensland Contact Centre of the Year award is another proud moment for Leap in! and adds to the recognition we’ve received over the years as an award-winning NDIS plan manager.
From plan management to innovation and customer service, each award means a lot to us. But what matters most is the difference our Crew makes for Members every day.
About Leap in!
Leap in! is a Brisbane-based NDIS plan management provider supporting 15,000 Members across Australia. Our Plan Managers help Members understand their funding, manage providers and navigate changes to their plans, combining human-led service with technology that removes unnecessary admin. Founded in 2017, part of the Attain Healthtech group since 2024.