Your support worker will be in your life, and often in your home. It matters that you feel safe and respected. This guide helps you find someone who fits, and spot problems early.
Know what you need first
Before you look, write down:
- what you want help with (for example, cooking, getting out, personal care)
- when you need it, and for how long
- what your plan allows
- anything that matters to you, such as language, culture, gender or interests
- anything that must not happen
This helps you describe the job clearly and say no to a bad fit.
Check how your plan is managed
Your plan type decides who you can use.
- Agency-managed: registered providers only.
- Self-managed or plan-managed: registered or unregistered providers and workers.
Some supports must come from a registered provider. If you are not sure, ask your NDIS contact or support coordinator. See self-managed, plan-managed or agency-managed.
Where to look
- Your NDIS contact or support coordinator.
- People you trust, such as friends, family, peers and advocates.
- The NDIS provider finder, which lists registered providers by suburb or postcode.
- Provider websites and online communities.
On Goodo you can watch short videos from verified workers and see how they talk about their work. Videos help you get a feel for someone's style. They do not replace checks. Keep reading for those.
Do the checks
Take a few minutes to check the basics.
- Registered? Use the Commission's register. See how to check if an NDIS provider is registered.
- Banned? The Commission also publishes banning orders you can search.
- ABN or employer? Ask who they work for, or if they have an ABN.
- Worker Screening Check? Ask if they have one. See NDIS Worker Screening Check explained.
- Training? Ask about the NDIS Worker Orientation Module and any training that fits your needs.
- Insurance? Ask whether they carry it, especially if they are a sole trader.
You are allowed to ask all of this. A good worker will understand.
Questions to ask at a first meeting
Meet more than one person if you can. You do not have to pick the first one.
- What is your experience with people like me?
- What do you like about this work?
- How do you like to be told how I want things done?
- What do you do if you disagree with me?
- How do cancellations work?
- Who do I contact if you are sick or late?
- Will you always be the person who comes?
Notice how they listen. Do they speak to you, or over you? Do you feel at ease?
Put it in writing
The NDIS recommends a written service agreement. It should cover:
- the supports you will get
- how much they cost and how you will be billed
- when and where supports happen
- how either side can change or end the agreement
- how to raise problems
You can negotiate. Read it carefully and ask for help if you want. A support coordinator, family member or advocate can look it over.
Start with a trial
You do not have to commit to a long period. Try a few sessions. Then ask yourself:
- Did they turn up on time?
- Did they follow my instructions?
- Did I feel safe and respected?
- Did they keep my information private?
If yes, great. If not, say so.
Red flags
Be careful if someone:
- asks you for cash, gifts or favours
- offers you gifts or discounts to choose them
- asks for your NDIS or myGov logins
- pushes you to leave another provider
- says they are "NDIS approved"
- cannot show who they work for
- wants to move to a private chat or another app quickly
Read red flags: NDIS scams and inducements.
If it isn't working
You can give feedback and ask for changes. If that does not work, you can change at any time. Line up a new worker first if you can. If you are worried about safety or conduct, you can contact the NDIS Commission on 1800 035 544. If someone is in danger, call 000. See what to do if something goes wrong with a provider.
Fit matters as much as skill
A support worker can have every check and still not be right for you. Fit is about how you feel together. You might think about:
- Communication. Do they explain things in a way you understand? Do they use your preferred way to communicate?
- Pace. Do they rush you, or give you time?
- Values and culture. Do they respect your culture, faith, gender needs and identity?
- Interests. Shared interests can make the time easier.
- Boundaries. Do they respect yours, and are they clear about theirs?
Pay attention to how you feel after the first meeting. If you feel uneasy, that is information. You do not have to explain or apologise for choosing someone else.
Involve people you trust
You can ask a friend, carer, advocate or support coordinator to join the first meeting. They can ask questions you might forget. If you want to meet alone, that is your choice too. Whatever you pick, tell someone where you are and who you are meeting.
About this guide
Goodo is independent. We are not part of, or endorsed by, the NDIA or the NDIS Quality and Safeguards Commission. This is general information, not advice. Rules change, so check ndis.gov.au or call the NDIS on 1800 800 110 about your own situation.
Frequently asked questions
What should I ask a support worker before hiring them?
Ask about their experience, what they can and can't do, their availability, their ABN or employer, and whether they have an NDIS Worker Screening Check. Also ask how they handle problems and cancellations.
Do I need a written agreement?
The NDIS recommends one. A service agreement sets out the supports, costs, how you will be billed, and how either side can end it. It protects you and the worker.
Can I change my support worker if it isn't working?
Yes. You can give feedback and ask for changes. If that does not work, you can change providers at any time. Try to line up a new one first so there is no gap in your support.
Where can I find support workers?
You can ask your NDIS contact, support coordinator or people you trust. You can search the NDIS provider finder for registered providers. Online communities like Goodo let you see workers talk about how they work.
Sources
Goodo is independent