When people say "complex care" they mean many things. For support worker matching, complex care means needs that can't be met with a generalist, where the wrong match can be genuinely unsafe.
What complex care typically includes
- Hoist and mechanical transfers
- Manual handling for non-ambulant participants
- PEG (feeding tube) management
- Tracheostomy care
- Bowel care and catheter management
- Seizure first aid, medication administration
- Two-worker shifts for transfers or behaviour support
- Overnight sleepover or active-night support
- Respiratory or ventilator management
Why matching takes longer
Typical workers often don't have the training. Even workers who do may not have current experience, or may not want to take on the physical or emotional demands. We screen more thoroughly for complex care, which usually adds 3 to 7 business days to shortlist turnaround.
We're honest about what's possible. If you need a PEG-trained, Arabic-speaking, female worker for 20 hours a week in regional Victoria, we'll tell you up front whether that's 2 weeks or 6 weeks of sourcing. No false promises.
Training requirements we verify
For common complex care tasks, we check for:
- PEG: formal training from a registered nurse, current within 2 years
- Hoist: certified manual handling training from the supplier or RTO
- Bowel care: RN-supervised training
- Tracheostomy: specific training, usually attached to a hospital program
- Medication administration: Certificate IV or equivalent, plus specific medication management training
- Seizure first aid: current Epilepsy Australia or similar
The care plan is the brief
If the participant has a nursing care plan, OT handover, or formal care protocol, share it with us (with consent). That becomes the brief we match against. Workers who say they can do something are different from workers who've done it under supervision. We source for the second group.
Handover matters disproportionately
For complex care, the handover from the outgoing worker or family member to the new worker is critical. We facilitate handovers that include: shadow shift, written protocol, direct conversation with the family, and the first week monitored closely.
Backup planning
Complex care can't have gaps. We onboard a backup worker as part of the primary match so that sudden leave or illness doesn't leave the participant uncovered. This is included in the matching, no extra cost.
Need complex care matching? Submit a detailed referral or call 1300 543 123 to discuss the brief directly.
This article is general information, not personal advice. Every NDIS plan is different, talk to your LAC, plan manager or support coordinator for guidance specific to your situation.