This is one of the most common questions NDIS participants ask when they are setting up support for the first time. Do I go through an agency, or do I hire a support worker directly? The honest answer is that both work, but for different situations and different people. Here is a real breakdown.

Agency Workers (Registered or Unregistered Providers) 

Agency means you engage a provider like Humility Support Services, and the provider sends you workers from their team. The provider handles the HR, the compliance, the payroll, the insurance, and the training. 

Pros: 

  • You do not manage the worker yourself 
  • If a worker calls in sick, the agency finds a replacement 
  • All compliance (screening, training, insurance) is done 
  • Agency handles payroll and tax obligations 
  • Backup coverage when your regular worker is on leave 
  • Easier to switch workers if it is not clicking 
  • One point of contact for coordination 

Cons:

  • More expensive per hour (the agency rate covers overhead) 
  • Less direct control over who is sent 
  • More paperwork upfront (service agreement, schedule setup) 
  • Less flexibility for last-minute changes 

Independent Workers (Platforms Like Mable, Hireup, or Direct Hire)

Independent means you find the worker yourself, through a platform or by direct connection, and you engage them directly. The worker is either self-employed or engaged through the platform as a contractor.

Pros:

  • Cheaper hourly rate (no agency overhead) 
  • You choose the worker directly 
  • More flexibility in scheduling 
  • Often more relaxed interaction style 
  • Easier to build long-term relationships 

Cons:

  • You manage the worker yourself 
  • If they flake, you are stuck finding a replacement 
  • You are responsible for making sure they are appropriately screened 
  • Limited backup for holidays or sick leave 
  • More administrative burden on you 

When Agency Makes More Sense

  • Complex care needs (personal care, manual handling, clinical) 
  • You do not want to manage a worker yourself 
  • You need reliable backup coverage 
  • Plan is NDIA-managed (independent workers cannot usually be used) 
  • You want professional training and supervision in place 

When Independent Makes More Sense 

  • You want maximum flexibility and control 
  • You have self-managed or plan-managed funding 
  • Your needs are lower intensity (light support, companionship) 
  • You are comfortable managing payroll, timesheets, and any issues 
  • You want to build a close personal relationship with one worker 

Mix and Match Is Fine

Plenty of participants use both. Agency workers for personal care, independent workers for casual social support. That works. Just be clear in your plan management about who is being invoiced through which pathway. 

Plan Management Restrictions 

If your plan is NDIA-managed, you can only use registered providers, which means agencies. If your plan is plan-managed or self-managed, you can use both agencies and independent workers.

Agency or Independent: Our View 

As an agency we have an obvious bias, but the real answer is that it depends on your situation. If you want to try an agency, our NDIS Support Workers Brisbane page has more on how we approach matching and training. If you want to try independent, platforms like Mable have decent worker ratings and you can interview before engaging. 

Contact 

Call +61 415 868 405 or contact Humility Support Services. Related reading: how to find a good NDIS support worker in Brisbane, what to expect from an NDIS support worker, and support worker costs under the NDIS explained.