Most support workers are brilliant, reliable, and kind. A few are not. If you've had a bad match, trust yourself, the signs were usually there early. Here are the patterns we've learned to watch for.
At the meet and greet
They're late with no call. A worker who can't ring ahead 10 minutes late for a meet and greet is a worker who will be late for real shifts. Reliability starts now.
They don't engage with the participant. Watch where their eyes go. If they're talking to you about the participant, not with the participant, that tells you what shifts will look like.
They can't answer basic questions. "Why do you want to do this work?" should produce a real answer, not a canned line about helping people.
They don't ask questions. Good workers are curious. They want to understand the person. Silence at meet and greets is rarely shyness, it's usually disinterest.
In the first two weeks
Missed shifts or last-minute cancellations. One is bad luck. Two is a pattern.
Phone glued to their hand. Support workers can use phones for work purposes (schedules, translation, reference material). But if they're texting friends on every shift, that's not support, that's presence.
They don't follow the routine. Routines matter. If you've told them breakfast comes before medication and they do it backwards, that's either carelessness or disrespect. Both are red flags.
Participant starts withdrawing. Watch the participant. If they were chatty and engaged before this worker started and are now quiet or avoidant, something's off.
The 4-week rule: if a new match has three or more red flags in the first 4 weeks, rematch. Sunk cost fallacy keeps bad matches going. Chemistry doesn't improve with time if it wasn't there to start.
Bigger concerns
Some issues are non-negotiable and warrant an immediate stop:
- Any physical or verbal aggression, however "minor"
- Pressuring for more hours, private work, or money
- Discussing personal relationships or seeking favours
- Turning up under the influence of alcohol or drugs
- Taking photos of the participant without consent
- Discouraging the participant from contacting family or care coordinator
If any of these happen, end the shift safely, document what happened, and contact your provider or the NDIS Commission (1800 035 544) immediately.
What to do
If you're with Support Match and notice red flags, tell us. We take it seriously, investigate with the worker, and rematch if needed at no cost. We'd rather know early than find out at month six.
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.