Introduction

What to Do If Your Support Worker Isn’t a Good Fit

Not every support worker match is perfect—and that’s okay.

One of the most empowering aspects of the NDIS is choice and control. You have the right to choose who supports you. But what happens when your support worker just… doesn’t fit?

Maybe they don’t communicate well. Maybe you don’t feel safe. Maybe they’re often late or don’t follow your routine.

Whatever the reason, this guide walks you through what to do when a support worker isn’t working out, and how to find someone who will.

🤔 How Do I Know It’s Not a Good Fit?

Some signs a support worker might not be the right fit:

• You feel uncomfortable, misunderstood, or disrespected
• They don’t follow your plan or preferences
• They regularly cancel or show up late
• You’re not making progress toward your goals
• Your routine feels disrupted, not supported

“It’s not always about skill—it’s about trust, comfort, and consistency.”

🧭 Step-by-Step: What to Do Next

✅ Step 1: Check Your Service Agreement

Before making any moves:

• Review the notice period for ending services
• Check cancellation policies
• Confirm how to provide feedback or complaints

⚠️ If you don’t have a service agreement in writing, ask for one. All registered providers must supply one.

✅ Step 2: Give Feedback (If You Feel Safe)

Sometimes, it’s a simple fix. You can:

• Speak directly to the worker (if safe and appropriate)
• Ask a support coordinator or family member to mediate
• Give feedback to their employer or agency

Example: A participant told their worker they needed more space during meal prep. The worker adjusted—and their relationship improved.

✅ Step 3: Speak to Your Provider (If They’re Employed)

If your support worker is employed by an NDIS provider:

• Contact the provider’s office
• Request a different staff member
• Mention specific issues (e.g. communication, timing)

Ask if they can offer a trial shift with a new worker before fully switching.

✅ Step 4: End the Relationship Professionally

If you choose to stop working with them:

• Give written notice (per your agreement)
• Remain respectful and factual
• Keep records of your communication

⚖️ NDIS Practice Standards require providers to respect your decision to change workers.

✅ Step 5: Find a Better Match

When looking for someone new, consider:

• Gender preferences
• Cultural background
• Communication style
• Specific skills (manual handling, cooking, etc.)

Pro tip: Write a “Support Worker Wishlist” to help agencies match you better.

At Assist Providers, we help participants create custom role briefs for better recruitment outcomes.

⚖️ Know Your Rights

You have the right to:

• Be treated with dignity and respect
• Choose your support team
• Give feedback or make complaints
• Change workers without penalty (with proper notice)

Refer to the NDIS Code of Conduct and NDIS Participant Service Charter for full details.

📄 Case Example: Max, 35, Autism & Anxiety

Max felt overwhelmed by a new support worker who was loud, constantly on their phone, and changed plans last-minute.

With help from his support coordinator, Max:

• Spoke to the agency
• Switched to a calm, structured worker with ASD training
• Felt more comfortable—and began attending social outings again

⚠️ Common Mistakes to Avoid

🚫 Keeping quiet out of guilt

🚫 Cancelling bookings without giving notice

🚫 Assuming things will get better without saying anything

🚫 Burning bridges—NDIS is a small community

🧰 How Assist Providers Can Help

✅ Support worker performance checklists

✅ Custom job briefs for better matches

✅ Mediation scripts for feedback conversations

✅ Templates for ending service respectfully

You don’t need to settle. The right worker is out there—and we’ll help you find them.

🏁 Final Thoughts

A good support worker can be life-changing. A poor fit, however, can delay progress and affect your wellbeing.

You’re not being picky. You’re advocating for yourself.

Speak up. Review your options. Choose better.

Your support team should support you—not stress you.