Finding a good support worker is different from finding a good provider. The provider is the agency. The support worker is the person who actually turns up at your house. You can have a great provider and still get stuck with the wrong worker for you, or a shaky provider who happens to send you someone brilliant. Here is how to actually find the right support worker in Brisbane. 

The Two Paths: Agency vs Independent 

You have two options. Go through an agency (registered or unregistered provider) or directly hire an independent worker through platforms like Mable or Hireup. Each has trade-offs. 

Agency workers: vetted, trained, insured, covered by the agency’s compliance. Less control over who comes. More expensive per hour because the agency has overhead. 

Independent workers: you choose directly, often cheaper, more flexibility. You are more involved in managing them, and if they flake out, you deal with it. 

We cover this in more detail in agency vs independent support workers. 

What to Look For 

Beyond the basic qualifications (Worker Screening Check, NDIS Worker Orientation, First Aid), look for: 

  • Experience with your specific disability or care needs 
  • Reliability (turning up, on time, every time) 
  • Communication (responds to messages, tells you early if something is changing) 
  • Personal fit (do you actually enjoy having them in your space?) 
  • Respect for your home, your food, your routine, your family 

How Matching Should Work 

A good agency will match you based on more than availability. They should ask about: 

  • Gender preference for personal care 
  • Age preferences (some participants prefer older workers; some prefer younger) 
  • Cultural or language background 
  • Interests and hobbies (helps with community access) 
  • Personality (chatty vs. quiet, active vs. relaxed) 
  • Specific skills (manual handling, behaviour support experience, mental health first aid) 

If the provider is just sending whoever is on the roster, that is not matching. 

Try Before You Commit 

Most providers will arrange a trial shift or meet-and-greet before you commit to a worker. Use this. A 30-minute sit-down with a potential worker before they start regular shifts tells you a lot. 

Give Honest Feedback 

If a worker is not the right fit, tell the provider early. Not in three months. Good agencies have rotating rosters and expect early feedback. Switching workers is standard, not a big deal. 

Red Flags in a Support Worker 

  • Late repeatedly 
  • Checking their phone constantly 
  • Talking more than listening 
  • Disrespecting your home or routine 
  • Pushing their own agenda (what they think you should do) 
  • Inflexible about adapting to your preferences 
  • Poor hygiene 

Green Flags 

  • Shows up on time 
  • Reads your care plan before the shift 
  • Asks what you want to do today 
  • Adapts to your pace 
  • Respectful about your food, your music, your home 
  • Honest when something is not working 
  • Easy to be around 

Where to Start 

If you want agency-sourced workers, call +61 415 868 405 or contact Humility Support Services. Our NDIS Support Workers Brisbane page has more detail on how we recruit and match. 

Related reading: agency vs independent support workers, what to expect from an NDIS support worker, and signs you need a new support worker.