Changing support workers feels awkward. You do not want to hurt anyone’s feelings, you worry about being “difficult,” and you are not sure whether the problem is them or you. Here is a straight guide: if any of the following is happening consistently, you probably do need a new support worker. And that is fine.
They Are Late or Cancel Regularly
One late arrival is a traffic issue. One cancellation is life. A pattern of lateness or last-minute cancellations is a reliability problem, and it is not going to fix itself. Your plan relies on consistent support. If your worker cannot deliver that, you need to change.
They Do Not Listen
Support is about you, not them. If your worker pushes their own ideas about what you should eat, wear, watch, or do, and does not respect your preferences, that is a problem. You are the decision-maker in your own life.
You Dread Their Shift
Pay attention to how you feel when a shift is about to start. If you get a pit in your stomach, that is information. Support shifts should not be dreaded. A good worker is someone you are genuinely okay (or even glad) to have in your home.
They Are On Their Phone Too Much
A worker who is constantly scrolling their phone is not supporting you. Occasional checks are fine; constant distraction is not.
They Disrespect Your Home or Routine
Leaving your kitchen a mess. Moving things and not putting them back. Playing their own music loudly. Eating your food without asking. Your home is your space; workers should respect that.
They Gossip About Other Clients
If your worker is telling you about another participant they support, they are almost certainly telling other participants about you. That is a privacy issue and a professionalism issue.
They Are Not Trained for What You Need
Some shifts require specific skills (manual handling for transfers, behaviour support for meltdowns, medication competency). If your worker is not trained for what your support requires, they cannot do the job safely. Ask the agency for someone appropriately trained or qualified.
You Have to Supervise Them
Support workers are there to support you, not to be managed by you. If you are constantly explaining, re-explaining, directing, and correcting, the worker is not competent enough for your needs. A better match is possible.
They Do Not Respect Boundaries
Family dynamics, religious practices, cultural norms, privacy. If the worker oversteps these repeatedly, that is a fit problem.
There Is No Rapport After a Reasonable Trial
Some matches click within one shift. Others take three or four. If you have had a worker for six weeks and you are still not comfortable, the match is not going to get there. Rotate.
What to Do About It
Tell the agency. That is literally what the coordinator is there for. A good agency expects rotation and has a process. They will talk to you about what is not working, then match you with someone new. You do not need to justify it in detail.
If you are with an agency that is not responsive to this kind of feedback, the problem is bigger than the worker. Time to look at signs your provider is not working out and maybe switch providers.
This Is Normal
Worker rotation is standard in the NDIS sector. You are not being difficult by asking for a change. You are using the system as it is designed to be used. Keep going until you find someone you click with.
Call Us
Call +61 415 868 405 or contact Humility Support Services. Our NDIS Support Workers Brisbane page has more on how we handle matching. Related reading: what to expect from an NDIS support worker and how to find a good NDIS support worker in Brisbane.
