SupportLink
SupportLink Australia Ltd. operates a web-based eReferral Management Service enabling police and emergency services across Australia to refer individuals to government and non-government social support agencies through a single national gateway, delivering fully managed referral and 24/7 support services.
- Company typePrivate
- Founded1997
- HeadquartersCanberra, Australia
- Headcount11–50
- GTM typeB2B
- OfferingServices
What SupportLink does
SupportLink Australia Ltd. (founded 1997) operates a national web-based eReferral Management Service headquartered in Canberra (Erindale Centre, ACT), structured as an Australian privately held corporation with 11-50 employees. The platform functions as a single referral and diversion gateway embedded within police and emergency-service systems, enabling operational police and ambulance personnel to refer individuals to government and non-government social support agencies for early intervention across all Australian states and territories. Customer segments are public-sector and government-funded entities: police services, emergency services, Commonwealth/State/Territory agencies, and NGOs, with secondary focus on Indigenous communities and rural/remote populations.
The core platform is built on Microsoft .NET Framework (Version 4.0.30319; ASP.NET Version 4.8.4797.0) and combines several differentiated technical components: a single referral gateway, Yubikey/Vasco Digipass hardware token two-factor authentication, remote reporting portals for partner agencies and funding bodies, and data storage hosted within the Federal Government Gateway. The offering is positioned as a fully managed framework rather than a self-serve product, bundling 24/7 live technical support (with one-hour callback), social work teams that monitor referral outcomes, dedicated IT design and data management, in-house legal, quality assurance, and project workers. ISO 9001 certification underpins the quality management system, and the company is statutorily bound by the Privacy Act 1988 (Cth) and State/Territory privacy legislation in VIC, QLD, and NT. The strategic product direction is the Integrated Services Framework (ISF), a sector-wide framework combining the common IT platform with holistic management services to integrate service provision to vulnerable and at-risk persons.
SupportLink monetizes through a managed-services revenue model delivered to government and government-funded agencies under contract. Go-to-market is exclusively direct enterprise sales via a structured 4-step Partner Agency registration (organization profile, program registration, agency agreement acknowledgement, verification), with prospective partners booking appointments with SupportLink managers. Pricing is not publicly disclosed, consistent with government procurement conventions, and there is no evidence of self-serve, SMB, or transactional pricing. The combined offering — managed referral framework, embedded police integration, 24/7 support, statutory privacy compliance, and sector-wide ISF positioning — constitutes the core commercial proposition.
SupportLink firmographics
Firmographics- Name
- SupportLink
- Legal name
- SupportLink Australia Ltd.
- Website
- https://supportlink.com.au
- Company type
- Private
- Founded year
- 1997
- Operating status
- Operating
- Headcount range
- 11–50 employees
- Short description
- SupportLink Australia Ltd. operates a web-based eReferral Management Service enabling police and emergency services across Australia to refer individuals to government and non-government social support agencies through a single national gateway, delivering fully managed referral and 24/7 support services.
- Ownership category
- akta.pro rank
SupportLink industry classification
Industry- Product category
- Referral Management Services
- NAICS
- Other Individual and Family Services (624190), Social Assistance (624)
- SIC
- Services-Social Services (8300), Services-Management Services (8741)
- akta.pro primary industry
- Mental Health & Crisis Support Services (BPAGAEAH)
- akta.pro secondary industry
- Domestic Violence & Abuse Support Services (BPAGAEAD)
Keywords
Where SupportLink is headquartered
LocationHeadquarters
- HQ city
- Canberra
- HQ country
- Australia
- HQ region
- Oceania
Offices2 records
Markets served
SupportLink business model
Business model- GTM type
- B2B
- Offering type
- Services
- Cost components
- Personnel, Operations, Technology or R&D, Infrastructure
Revenue model
- Managed Referral Services: SupportLink provides a fully managed referral framework as a service to government and government-funded agencies. The revenue model appears to be contract-based managed services where partner agencies pay for access to the referral management platform and support services. The service includes 24/7 technical support, data storage, social work teams for monitoring, and quality assurance.
Go-to-market motion1 record
Distribution channels1 record
Marketing channels1 record
SupportLink product offering
Product offeringCore offering
SupportLink provides a fully managed referral framework that combines a web-based eReferral Management System with holistic management services. The platform enables police and emergency services to make referrals to government and non-government social support agencies for early intervention with vulnerable clients across Australia, supported by 24/7 technical support, social work teams, in-house legal services, and quality assurance.
Product overview
SupportLink offers a single unified web-based eReferral Management System (operating since 1997) that provides an Integrated Services Framework (ISF) combining a common IT platform with holistic management services. The core SupportLink platform enables police and emergency services to refer individuals across states to government and NGO partners through a single national gateway. The company also provides 24/7 System Support as an integral part of the managed service offering. The company is not structured as a platform-plus-modules architecture but rather as a fully managed referral framework.
Differentiator
Problem solved
Functional benefit
Brands
- Integrated Services Framework (ISF): A sector-wide framework combining a common IT platform and holistic management services to assist government and NGO sectors in integrating service provision for vulnerable and at-risk persons.
Products and services
- SupportLink eReferral Management System Web-based eReferral Management System that enables police and emergency services to make referrals to government and government-funded agencies for early intervention support services, supporting cross-state referrals under a national Australian framework.
- Integrated Services Framework (ISF) Sector-wide framework combining a common IT platform with holistic management services to assist government and NGO sectors in integrating service provision for vulnerable and at-risk persons.
- 24/7 System Support Round-the-clock IT help desk providing assistance with login issues, system outages, security token difficulties, and related technical problems, with a commitment to callback within one hour.
Quantifiable outcome
- Reduction in crime, suicide, violence, substance abuse, family breakdown, and juvenile offending
- +1 more outcomes
Companies that use SupportLink
Customer profileSegments6 records
Ideal customer profiles4 records
SupportLink technology and API
TechnologyTechnology focussed Yes
API detail
- Has API
- No
- API docs
- API detail
Core technology
AI maturity
App detail
Feature6 records
SupportLink partnerships and signals
Strategic signalScale indicators3 records
Recent moves5 records
Expansion highlights4 records
SupportLink competitors and assessment
Company assessmentDirect peers
- findhelp (formerly Aunt Bertha): US-based social-care referral platform connecting people to community resources for housing, food, healthcare, and social services. Most directly comparable to SupportLink in terms of operating a centralized referral/coordination network between frontline referrers and social-service providers, though at much larger scale.
- Healthify: Social-determinants-of-health referral platform that helps healthcare providers connect patients to community resources. Comparable to SupportLink in operating a curated network of service providers with referral management and outcome tracking.
- Unite Us: US social-care coordination platform that connects health and social-service providers through a shared referral network, with outcome tracking and closed-loop referrals. Closely comparable to SupportLink's ISF vision of cross-agency coordination, monitoring, and outcome reporting.
- NowPow (part of Unite Us): Community resource referral platform acquired by Unite Us; matches individuals to nearby social-services programs with referral tracking. Directly comparable technology and business model to SupportLink's eReferral system.
Emerging players
- 211 (community information and referral): North American network of community-information helplines and online directories connecting people to local health and social services. Conceptually adjacent to SupportLink's referral coordination role but operates as a public-information service rather than a managed platform for police/agency users.
- Infoxchange: Australian not-for-profit technology provider for community-sector organizations, including case-management and client-management software for NGOs and social-services agencies. Adjacent and partially overlapping with SupportLink's target customer base of NGOs and government-funded agencies.
Broad incumbents
- ServiceNow Care Management: Enterprise workflow and case-management platform increasingly used by government agencies to coordinate service delivery. Comparable as a broad incumbent that could subsume referral-management functionality within a wider government digital stack.
- Salesforce.org / Nonprofit Cloud: Major CRM platform widely used by nonprofits and government agencies for case management and referrals. Represents the broad-incumbent threat: an alternative stack that large government buyers could choose over SupportLink's bespoke referral system.
Regional players
- 1800RESPECT: Australian national sexual assault, domestic and family violence counselling service funded by the Australian Government. Comparable as an Australia-based government-funded social-support service that could plug into SupportLink's police-referral network, though it operates as a service provider rather than a referral platform.
- Community Information & Referral Victoria (CIRV): Victorian referral and information service that connects residents to community, health, and social services. Comparable regional model to SupportLink but without the embedded police-system gateway layer.
Market position
Strengths4 records
Weaknesses5 records
Competitive moat5 records
Key risks6 records
Key highlights6 records
Customer concentration
SupportLink social profiles
Digital presenceSupportLink compliance and trust
Trust signalCompliance5 records
SupportLink financial estimates
Financial estimateRevenue estimate
Valuation estimate
SupportLink leadership team
Management profileNumber of profiles
SupportLink funding detail
Funding detailFunding overview
Funding rounds
Investors
Funding detail is available on the Subscription and Enterprise plan.Contact sales →
SupportLink M&A and investment
M&A and investmentM&A
Investments
M&A and investment is available on the Subscription and Enterprise plan.Contact sales →
Frequently asked questions about SupportLink
What does SupportLink do?
SupportLink provides a fully managed referral framework that combines a web-based eReferral Management System with holistic management services. The platform enables police and emergency services to make referrals to government and non-government social support agencies for early intervention with vulnerable clients across Australia, supported by 24/7 technical support, social work teams, in-house legal services, and quality assurance.
Is SupportLink a public or private company?
SupportLink is a private company. It is classified as nonprofit foundation owned and is currently operating.
When was SupportLink founded?
SupportLink was founded in 1997. It employs 11 to 50 people.
Where is SupportLink based?
SupportLink is headquartered in Canberra, Australia, in the Oceania region.
How does SupportLink make money?
One revenue line is on record: managed Referral Services.
Who are SupportLink's main competitors?
Direct peers on record are findhelp (formerly Aunt Bertha), Healthify, Unite Us and NowPow (part of Unite Us). Emerging players are 211 (community information and referral) and Infoxchange. Broad incumbents are ServiceNow Care Management and Salesforce.org / Nonprofit Cloud. Regional players are 1800RESPECT and Community Information & Referral Victoria (CIRV).
Does SupportLink have an API?
No public API is recorded for SupportLink.
What industry is SupportLink in?
SupportLink's product category is Referral Management Services. Its primary akta.pro industry code is BPAGAEAH, Mental Health & Crisis Support Services, with a secondary code of BPAGAEAD, Domestic Violence & Abuse Support Services. Its NAICS code is 624190 and its SIC code is 8300.