What should I tell a new support worker before their first shift?

Share the things that help them support you well: your daily routine, your preferences, your access and communication needs, and your emergency contacts. Agree clearly on which tasks they will and will not do. The more they understand upfront, the smoother the first shift will be, and the less you will need to explain things while support is happening.

What checks should a support worker have?

You can ask to see identification and confirm your worker has the relevant screening checks for their role, such as an NDIS Worker Screening Check where required. These checks help keep you safe. It is reasonable to ask about them before support begins, and a good provider will be happy to confirm that their workers are properly screened.

What can a support worker not do?

A support worker should stick to the tasks agreed in your service agreement and within their role. They generally cannot make decisions for you without permission, handle your money inappropriately, share your private information, or do tasks they are not trained or authorised for. If you are ever asked to do something that feels wrong, you can decline and raise it with the provider.

What if my new support worker is not the right fit?

That is okay, and it happens. Start by raising your concerns with the worker or the provider, as many issues can be sorted out with a conversation. If it still is not working, you can ask for a different worker or change providers. You do not have to continue with someone who does not suit you.

How do I make a complaint about a support worker?

First, try raising it with the provider, who should have a complaints process. If the issue is not resolved, or you would prefer to go elsewhere, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544. Complaints help keep supports safe and can be made about the quality or safety of the support you receive.

Starting with a new support worker

A good support worker can change your week. A little setup at the start makes shifts safer, smoother and more useful for you.

Before the first shift

Share your routine, preferences and how you like things done
Explain your access, communication and cultural needs
Give emergency contacts and any health information they need
Agree what tasks are and aren’t part of the role

Safety & boundaries

Check their identity and that they have the right screening checks
Be clear about your home, your privacy and your boundaries
Know how to contact the provider outside shift hours
Understand what a worker can’t do (e.g. clinical tasks they’re not trained for)

The first few shifts

Give feedback early — say what’s working and what isn’t
Notice whether they’re on time, respectful and reliable
Check the notes or records they keep about your supports
Confirm the supports match your plan and your goals

If it isn’t working

Raise it with the worker or the provider — you’re allowed to
Ask for a different worker if the fit is wrong
Use the provider’s complaints process if you need to
You can change providers; contact the NDIS Commission for serious concerns (1800 035 544)

Good to know

You’re the employer of your experience — it’s okay to be clear about what you need.
Consistency matters; a worker who knows you is safer and more helpful.

Why this checklist

Starting with a new support worker can feel a little uncertain at first, for you and for them. This checklist helps you build a safe, respectful working relationship from the very first shift. A support worker often helps with personal and everyday tasks, so trust, clear communication and good boundaries matter from day one.

Getting the basics right early prevents small misunderstandings from becoming bigger problems. When your worker understands your routine, your preferences and your access needs, they can support you well and you can relax knowing things are in good hands. The checklist also reminds you of your rights, including the screening and identity checks a worker should have, and what to do if the relationship is not working. You are always in charge of who supports you and how.

How to use it

Before the first shift, share the important information. Talk through your daily routine, your preferences, your access and communication needs, and your emergency contacts. Agree on the tasks the worker will and will not do, so expectations are clear on both sides.

Think about safety and boundaries. Check the worker's identity and confirm they have the relevant screening checks. Be clear about your privacy, and understand what a support worker cannot do, such as tasks outside their role or agreement. During the first few shifts, give feedback, notice whether they are reliable and on time, and check that any records or notes are kept properly. If it is not working, you can raise your concerns, ask for a different worker, or make a complaint. The NDIS Quality and Safeguards Commission can be reached on 1800 035 544.

Benefits of preparing it beforehand

Preparing beforehand helps both you and your worker start on the same page. When you have shared your routine and preferences in advance, the first shift runs more smoothly and you spend less time explaining things under pressure. Clear tasks and boundaries mean fewer awkward moments and a calmer working relationship.

Knowing your rights ahead of time is empowering. If something feels off, you already understand your options, from giving feedback to requesting a new worker or contacting the NDIS Commission. This preparation supports your safety, your privacy and your dignity, and it makes it easier to build a relationship based on respect. Over time, a well-matched worker who understands your needs can make a real difference to your independence and wellbeing.

Starting with a new support worker — FAQs

What should I tell a new support worker before their first shift?: Share the things that help them support you well: your daily routine, your preferences, your access and communication needs, and your emergency contacts. Agree clearly on which tasks they will and will not do. The more they understand upfront, the smoother the first shift will be, and the less you will need to explain things while support is happening.
What checks should a support worker have?: You can ask to see identification and confirm your worker has the relevant screening checks for their role, such as an NDIS Worker Screening Check where required. These checks help keep you safe. It is reasonable to ask about them before support begins, and a good provider will be happy to confirm that their workers are properly screened.
What can a support worker not do?: A support worker should stick to the tasks agreed in your service agreement and within their role. They generally cannot make decisions for you without permission, handle your money inappropriately, share your private information, or do tasks they are not trained or authorised for. If you are ever asked to do something that feels wrong, you can decline and raise it with the provider.
What if my new support worker is not the right fit?: That is okay, and it happens. Start by raising your concerns with the worker or the provider, as many issues can be sorted out with a conversation. If it still is not working, you can ask for a different worker or change providers. You do not have to continue with someone who does not suit you.
How do I make a complaint about a support worker?: First, try raising it with the provider, who should have a complaints process. If the issue is not resolved, or you would prefer to go elsewhere, you can contact the NDIS Quality and Safeguards Commission on 1800 035 544. Complaints help keep supports safe and can be made about the quality or safety of the support you receive.

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