The right support worker can make a real difference to everyday life. They may help with personal care, household tasks or getting out into the community, so it matters that you feel comfortable with them. Here’s what to think about when choosing a support worker, and what to do if it isn’t working out.
Start With What You Need
Before meeting a support worker, it helps to think about:
- What help you need, such as showering and dressing, meals, household tasks or community outings
- When you need it, including the days and times that suit your routine
- Your goals, such as building skills, getting out more or doing more on your own
- Where support will happen, at home, in the community or both
Writing this down makes it easier to explain your needs to a provider.
What to Look For in a Support Worker
Experience and Skills
Ask about experience with support needs similar to yours, and any relevant training, such as manual handling or medication support.
Communication
A good support worker listens, explains what they’re doing, and respects how you like things done.
Culture, Language and Preferences
You may prefer a support worker who speaks your language, understands your culture or faith, or is a particular gender. It’s fine to ask about this.
Reliability
Consistent support matters. Ask how the provider manages rosters, and whether you’ll have a regular backup support worker if your usual one is away.
Screening and Registration
Support workers delivering NDIS supports generally need an NDIS Worker Screening Check. You can also check whether the provider is registered with the NDIS Quality and Safeguards Commission.
We match every participant with a primary and a secondary support worker, and arrange a meet-and-greet before support starts. Speak with a Care Navigator →
Questions to Ask a Provider
- How do you match support workers to participants?
- Can I meet a support worker before they start?
- Will I have the same support worker, or a small regular team?
- What training do your support workers have?
- What happens if my support worker is sick or on leave?
- How can I give feedback, or ask for a change?
- Are you registered with the NDIS Quality and Safeguards Commission?
Your First Few Visits
The first few visits are a chance to see how things work in practice. It can help to:
- explain your routine and how you like things done
- share anything important about your health, safety or preferences
- let the provider know early if something doesn’t feel right
What If It’s Not the Right Fit?
Sometimes a support worker isn’t the right match, and that’s okay. You can:
- talk to your provider about what isn’t working, and ask for a different support worker
- raise a concern or complaint with the provider
- contact the NDIS Quality and Safeguards Commission if you have concerns about the quality or safety of your supports
- change providers if the issue isn’t resolved
You have the right to choose who supports you.
How Aus Care Community Services Matches Support Workers
When you start with us, a Care Navigator gets to know your needs, routine, culture and preferences. We match you with a primary support worker and a secondary support worker, so you have familiar faces and someone you know if your primary support worker is away. Before support starts, you can meet your support workers at a meet-and-greet. If it isn’t the right fit, tell your Care Navigator and we’ll work with you to find a better match.
We provide In-Home Support & Personal Care and Social & Community Access across Sydney and NSW.
Frequently Asked Questions
Can I choose my own NDIS support worker?
Yes. You can talk to your provider about your preferences, and ask for a different support worker if it isn’t the right fit.
Can I ask for a support worker of a particular gender?
Yes, you can ask. Providers will generally try to meet preferences where they can.
Do NDIS support workers need a screening check?
Support workers delivering NDIS supports generally need an NDIS Worker Screening Check. You can ask your provider to confirm this.
Can I meet a support worker before they start?
Yes. Aus Care Community Services arranges a meet-and-greet with your support workers before support starts.
What happens if my support worker is away?
We match each participant with a primary and a secondary support worker, so there’s someone familiar available when your primary support worker is away.
What should I do if I’m unhappy with my support worker?
Talk to your provider first. If your concern isn’t resolved, you can make a complaint to the provider or contact the NDIS Quality and Safeguards Commission.
Looking for the Right Support?
This information is general in nature and isn’t individual NDIS advice. What the NDIS funds is decided by the NDIA. For help with your own situation, Speak with a Care Navigator.
