Guide
The front door is yours
When support comes to your home, the worker is the guest. What that means for who comes in, your routine, your house and your keys.
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In-home and community support · Guide
What to expect from a support worker
What we train our in-home workers to do, and what you are entitled to hold us to, from how they arrive to what they write down.
A good support worker is easy to recognise and surprisingly hard to describe. So we have written it down. These are the things we train for, and the things you are entitled to hold us to. If a worker in your home is not doing them, that is not a personality clash to put up with. It is something to tell us about, and something we will act on.
They knock, and they wait
Arriving at someone's home is not the same as arriving at work. Workers greet you, not the task, and they take their lead from you once they are inside. They follow your house rules: where things live, shoes on or off, whether the telly goes on, what they may and may not use.
Before anything that involves physical touch or coming into your personal space, they explain what they are about to do, and they ask. Not once at the start of a placement. Every time. That is what the NDIS Quality and Safeguards Commission's guidance for workers requires, and it is what we expect.
They do things with you, not to you
Wherever you want to be part of a task, you are part of it. The goal is never to get the job done fastest. It is to keep the job yours for as long as you want it.
That means:
- Asking how you like something done, rather than assuming
- Handing back a task the moment you want it, even if it takes longer
- Helping you get out, not just get by at home
They keep what they see to themselves, and write down only what matters
Workers see your home, your family, your health and your bad days. None of that is discussed outside the people who need to know to support you safely.
Notes are about your support, not opinions about you or your household. You are entitled to see what is recorded about you, and to ask for it to be corrected.
Every worker is bound by the NDIS Code of Conduct, whether their provider is registered or not. If one of ours falls short, tell us and we will act on it. You can also go directly to the Commission on 1800 035 544, and you do not have to raise it with us first.
Want to meet a worker before you decide? That is how it works anyway. Call 02 9556 9500 or get in touch.
Last reviewed 20 September 2026 by Steven Lowrie, Governance and Case Management Lead. Rules and funding can change. If something here does not match your situation, ask us.
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