Finding support workers: how to build a reliable working relationship
The Art of Finding Support Workers and Keeping Them
By RMIT · Originally published 6 December 2017
How participants can set a worker up to succeed
Before interviewing someone, write down the routines you want support with, the times that matter and how you prefer to communicate. Separate essential skills from preferences. A worker may be a good conversational match but still need training for a particular task.
Ask how they would handle a change in your routine, an unexpected absence or a request they cannot safely carry out. Agree on how to raise concerns early. A regular check-in gives both of you a chance to discuss what is working before a small frustration becomes a reason to leave.
Self-management can include employing or contracting staff, but it also brings responsibility for budgets and records. Read the NDIA’s self-management overview. If you prefer support delivered through an organisation, compare support work providers and ask how they maintain a consistent team.
Original article and dated context
This is a paid placement/advertisement by RMIT.
How can you attract and keep a good support worker? It’s the million dollar question. Below, we set out key points from research we’ve been doing at RMIT and from research published by others – exploring ways to recruit and retain good support workers.
What do we know so far?
People directly engaging a disability support worker are often happier with the support they receive because they have greater control over who they employ, the hours worked, and the tasks they can ask the support worker to do.
But what makes a support worker more likely to stay in the role? And what helps attract top-quality workers?
For support workers, a positive relationship with the person they support (and their family) is absolutely essential. Support workers are happier, and stay longer in the role, if they feel that:
the relationship with the person they support is friendly;
they are treated with respect;
their work is meaningful and satisfying;
they are appreciated;
job flexibility allows them to have a life outside of work.
they are paid a decent amount.
We also know there are some factors that can make a support worker unhappy in their job:
If relationships are not positive;
If pay is so low that workers struggle to pay their bills;
Schedules that impact too much on workers’ lives, for example, split shifts or very short shifts, or irregular schedules;
Long travel times back and forth from home to work to do multiple short shifts.
Are there some ways to get help?
There are many useful guides online to help families directly engage or employ their own support workers, including how to think about what qualities and skills you’re looking for and how to interview applicants.
[Clickability update, September 2026: The NDIA’s updated guide to directly engaging your own staff explains the responsibilities involved. Employing someone is different from hiring a contractor.]
This guide from the NDIA gives you an overview of everything you need to do to meet your legal obligations and do background checks.
For support workers who haven’t had formal training, this guide provides lots of helpful ideas on all aspects of support work, from how to provide enabling support, through to issues of confidentiality and safety.
So if you’re thinking about hiring a support worker directly (after you’ve checked out the hiring options and legal requirements), you can get off to a good start by thinking really carefully about what qualities and skills you need, the kinds of times you’ll want support, and how much flexibility you’d like from your support worker. Be very upfront about those requirements in your advertisement, and make sure your interview questions cover all of those things. (Have a look online for Australian and British guides on how to do that.)
Then, once you’ve engaged a support worker, maintaining a good working relationship is all about communication: make sure you openly discuss both your needs and theirs right from the start; if you’re able to meet their needs as well as your own – particularly around schedules – you’re more likely to achieve a much better, longer-lasting working relationship. Keep checking in to find out if the arrangements are still working for them.
This will create space for either of you to openly and respectfully discuss anything either of you would like to do differently. And express your appreciation for their work whenever you can – this simple action can make support workers feel positive, motivated and happy in their work.
[Clickability update, September 2026: The following invitation, contact numbers and $50 voucher relate to the original 2017 research recruitment. They are retained as part of the archive and are not a current invitation to participate.]
You can help us learn more too!
Our team of researchers at RMIT thinks the above is a good start, but we also think there’s more to explore. We are trying to find out how disability support work is being affected by the NDIS. We would love to speak with support workers who are self-employed under the NDIS, or have been directly engaged by a person receiving NDIS funding for at least a few months. All participants will receive a $50 Coles-Myer gift voucher to thank you for your time.
If you’re interested in helping us with our research, please get in touch. We can do the interviews on the phone, or if you’re in the north/north-eastern suburbs of Melbourne, we can meet somewhere local to you. Interviews will probably take around 50 minutes.
Please phone or text us on 0484 570 612 or (03) 9925 5940.
Clickability editorial update: September 2026
What support workers need from the arrangement
Ask for a clear description of your role, the agreed schedule and who can authorise changes. Explain your availability honestly. Discuss how you will receive the information or training needed for unfamiliar tasks, and who to contact if you are concerned about safety.
Respect and consistency go both ways. Keep the participant informed when an arrangement needs to change and invite feedback about your work. The original article’s retention advice is strongest when it leads to a practical agreement, rather than an expectation that goodwill will cover every gap.
Questions readers ask
Should I employ a support worker or hire a contractor?
These are different arrangements with different responsibilities. Read the NDIA’s directly engaging staff guide and seek advice for your situation before deciding. Official guidance
Does self-management let me choose my workers?
It offers flexibility to arrange your supports, including employing or contracting staff. You remain responsible for spending in line with your plan and keeping records. Official guidance
Build a support team that fits your routine
Looking for a different support work provider? Use Clickability to describe your needs, then compare profiles and reviews before choosing your next team.
