How to build a support crew that’s perfect for you (and keep them!)
By Mable · Originally published 4 September 2019
Deeper review: 6 October 2026. The deeper review adds article-specific decisions and audience guidance. Historical passages and their adjacent corrections remain preserved.
Agree continuity before trying to make a worker stay
Choose people who can deliver the required tasks and explain how you like support provided. Discuss availability, rates and boundaries early enough to make an informed choice. You do not need to avoid cost questions to show respect, and paying more does not guarantee a better relationship.
Ask what happens when a worker leaves or is unavailable. A good team arrangement should let you change support without losing every useful instruction or contact. Record which tasks need regular continuity and which can be covered by another competent worker.
Use one short task description when recruiting so each provider answers the same request.
For service options, compare support-work providers against the tasks and communication you need.
Original article and dated context
Mable is an online platform which helps to connect people with a disability who are seeking support, with independent support workers and professionals from their local community. Find their listing here.
The great thing about finding and engaging support directly is the control it provides; you’re the boss, and as the boss, you can choose to hire the right people for the job. In this case, the job is all about you or your loved one – what works for your life, your needs and your personality.
[Clickability update, September 2026: Choosing support does not, by itself, make you the worker’s employer. Direct employment and contractor arrangements have different responsibilities. Read the NDIA self-management guidance.]
The right fit is not just about whether someone can do the job. It’s also about whether you’ll work well together, whether you’ll enjoy each other’s company.
But being the boss also comes with greater responsibility. Essentially, you’re creating a partnership between you and each member of your support team. The best support relationships are those that last, so not only do you need to find the right people, you’ll want to make sure they’re as invested in the working relationship as you are.
The great news is that by investing a little time at the beginning making sure the right people are in place, we’ve seen hundreds of Mable clients build long lasting, collaborative relationships with those that support them.
But what are the tips to finding the right people, and more importantly, how can you make them stay? As the NDIS and Consumer Directed Care are generating greater demand for skilled workers in the industry, what can you do to make sure your team stick with you for the long haul? We spoke with members of the Mable team to find out…
Do your checks and balances
Customer Engagement Manager Dave Colman works with clients who are new to the Mable platform and might need some assistance getting started. He recommends from the outset ensuring the workers you are speaking with have the right skills and experience to do the job. Equally important is ensuring they have the qualifications required for them to provide the specific services you need.
For example, if you need a support worker to work with your kids, do they already have a Working with Children Check? And if not, can you wait for them to apply for one? There’s a range of support work that comes with specific qualifications. Here are some examples.
[Clickability update, September 2026: These examples are not a universal list of recognised qualifications. Check training for the specific task and applicable screening requirements. The Commission explains worker screening.]
Assistance with Medication or Medication Management – for the handling or administering of medication.
Manual Transfer & Mobility – for any physical assistance needed with walking or moving from one chair to another.
Hoist & Transfer – for work that requires movement with a hoist, for example, from your bed to a chair.
Dave warns of progressing too far in discussions with a potential worker before you’ve established that they have the right qualifications. The result can be a lot of wasted time and frustration for both parties.
The following two questions can also help you make sure the worker ticks the right boxes before you delve too much into specifics about your arrangement or start investigating whether the worker has the right personality.
When are you needing the support to begin?
What kind of schedule/frequency would you be looking for?
(Luckily, Mable helps to take care of some of these checks by allowing you to filter for them when you search for appropriate workers.)
Find someone you click with
Luke suggests that at all stages of the interview process, the secret to finding someone you click with is to let your personality shine.
“Be yourself in the way you post a job or message a worker. The right person will respond to the real you.”
He recommends that it’s also a good idea to have a chat to the potential worker on the phone or in person. Remember that they might be nervous in the interview, so doing this in a relaxing setting will help you both understand if you’re the right fit. Great support is in high demand, so it’s just as important to make a good impression on the worker so they feel comfortable you’ll work well together. So, how can you make sure they like you as much as you like them?
Luke believes that a relationship built on mutual respect can begin with simple actions like, where possible, replying to messages in a timely manner. He also recommends shying away from discussing money immediately.
“Don’t look for the lowest rate. Chances are even if you are paying a premium, you are still getting more out of you funding pool hiring directly via Mable than if you were with a traditional provider. Have a discussion with your worker; they may have a wealth of experience that could add real value to your life.”
[Clickability update, September 2026: This is the contributor’s 2019 advice, not evidence that a platform is cheaper today. Ask for all proposed charges early enough to assess affordability before committing.]
Making it stick
Once you have a great support team in place, it can be disappointing if the arrangement doesn’t work out for the length of time you may have hoped for. According to Dave, getting that initial process right will often contribute to creating a longstanding, meaningful working relationship.
“Staying power is really about setting expectations with the support worker up front about the type of support that is needed and arranging a meetup to ensure the support worker gels with the participant and their family before support commences.”
Chances are if you have been engaging support for some time, you’re used to communicating with your team about what works and what doesn’t. For those who are new to the experience, remember that providing feedback to your support workers once you’ve started working together is the only way they’ll know if they’re succeeding. Remember to be constructive in your feedback. If you’re not happy with something, be clear about what you might prefer.
Many people who engage support via the Mable platform have a team of workers who help them with different aspects of their life. That means their working environment is also made up of your other chosen workers who they will need to communicate with to ensure you are getting the support you need. Make sure you introduce your workers to each other and consider a ‘communication book’ where workers can read one another’s shift notes. Luke suggests adding essential dates and support documents to the book to ensure consistency in the delivery of service. For many clients, a place where you can all connect, like a What’s App, Viber or Facebook chat group between you and your team can really go a long way to making sure you can coordinate seamlessly with each other
[Clickability update, September 2026: Agree who can see support information and use a secure, suitable communication process. A social chat group does not automatically meet privacy requirements. See the Code of Conduct.]
Build a team that can work together when routines change
Make the handover useful and private
With the participant’s agreement, keep a short handover covering communication, agreed tasks, important preferences and who to contact. A casual group chat should not become a store for unrestricted medical details or the person’s whole plan. Decide who has access and remove access when roles end. Read the official guidance
Review the record with the participant. What one worker considers important may be out of date or unwanted. Keep emergency instructions and everyday preferences clearly separated so replacement workers can find the right information.
Confirm that the incoming worker has read the necessary handover information and knows whom to contact when something changes.
Check competence and screening for the actual role
Explain the experience and training relevant to the tasks rather than relying on a profile badge. NDIS worker screening, a police check and a Working with Children Check are different checks. Use the current requirements and participant choices for the actual arrangement. Read the official guidance
Agree how feedback is given and how a concern reaches the provider or appropriate contact. Do not promise to cover a colleague’s complex task without the required competence. A team remains useful when its members can identify and resolve gaps openly.
Questions readers ask
Does a screening clearance replace checking a worker’s skills?
No. Screening and task-specific skills are different checks. Ask about experience, training and how the worker will carry out the support you need safely. Official guidance
Should I discuss rates before choosing a worker?
Yes. Ask about proposed rates and any extra charges before agreeing to support so you can assess the arrangement against your budget. Official guidance
Is a police check the same as an NDIS worker screening clearance?
No. They are different checks, and a Working with Children Check is another separate requirement where it applies. Official guidance
Put the right support team around you
Use Clickability to explore support-work providers and read ratings and reviews. A service request helps you explain the skills and availability you are looking for.
