Independent support workers and online platforms: what to check before choosing

Technology and Innovation: The Risks and Benefits of Peer-Connected Tools

By Greg Satur · Originally published 10 May 2017

Deeper review: 6 October 2026. The deeper review adds article-specific decisions and audience guidance. Historical passages and their adjacent corrections remain preserved.

Original article

Over the past three years, there has been a significant increase in the number of new technology-powered groups offering greater control, choice and cost efficiency for support based services.

One thing I’m sure of is, even with the rapid acceleration of smartphones, wearables and other internet connected devices, enabling people across our communities to access the right services at the right time has proven to be more complex and expensive.

Several groups are using what some call “peer connected” tools to help clients regain control and open new possibilities with their funding (such as the NDIS). These are places where clients can select services and choose their preferred support person directly from their PC or smartphone.

How these groups achieve this and manage to keep costs down is through an on-demand workforce and automated tools that help match clients with the right person. Essentially, they remove the “administration” that usually comes at a cost with most typical support providers. So, is this a good thing and if not what are the risks?

I cannot deny the savings for clients in the community can be significant. Some groups can offer services from as low as $25 per/hour which, when compared to standard rates of $45 per/hour and above, can almost double clients’ budgets. The fact that these tools allow people to select the support person that is right for them is cornerstone in a customer-centric world. But these benefits can come at a cost.

[Clickability update, September 2026: The $25 and $45 hourly examples are historical 2017 figures. Obtain a current itemised quote and check fees, minimum bookings and cancellation arrangements before comparing costs.]

To deliver cheaper services, most groups have scaled down their interview and screening processes, substituting them with a review framework (ratings from other clients). Ongoing training is another element that I’ve not seen included as a standard feature, helping those who work using these online tools. And what about peer support and isolation for the support workers?

[Clickability update, September 2026: This is the contributor’s historical assessment, not a verified description of platforms today. Ask each platform what screening, training and supervision it provides. NDIS digital platform registration changes also have transition pathways. Read the Commission’s guidance.]

As these early tools grow and support clients in the community I remain cautious of the impact they will have on quality outcomes for clients. Only time will tell. Being a firm believer in the benefits technology can bring to the world, I look forward seeing these tools mature, folding in client needs to ensure goals and positive outcomes are achieved.

Greg Satur

Greg is CEO & Co-founder of hayylo; our goal is to help all support providers offer more to their clients, more effectively, through automated and intelligent tools. Take a look at www.hayylo.com or contact us at [email protected].

Compare the whole arrangement, not an old hourly saving

Ask what the platform actually takes responsibility for

Check whether the service only lists workers, arranges support, processes payments or employs the workers. Those differences affect which questions to ask about continuity, insurance, complaints and records. The Commission’s qualifying digital-platform definition includes payment processing; not every directory is that kind of platform. Read the official guidance

Ask who you contact if a worker does not arrive and who handles a disputed charge. Keep the worker’s own agreement and the platform’s terms separate so you can identify who is responsible for each part.

Ask who can act on a concern when a worker cannot attend, rather than relying on the profile or rating alone.

For service options, compare support work services against the tasks and communication you need.

Compare a complete booking using current prices

The original $25-versus-$45 comparison is historical opinion. Ask for today’s worker rate, platform fees, minimum booking and permitted extras. Compare the total for the same task and duration. Lower administration costs do not prove either better quality or poorer screening.

Verify relevant checks and competence rather than relying only on ratings. Ask how information is shared and what happens if the participant wants a different worker. A convenient app should still allow a person to ask questions and resolve a problem accessibly.

Read the work and payment terms together

Clarify who directs the work, pays you and carries each responsibility. Platform access and an ABN do not automatically settle employment status or every insurance question. Check the actual arrangement using current government guidance where needed.

Ask about training, support after an incident and how cancelled bookings affect payment. Keep tasks within your competence and record the service accurately. A platform promising flexibility should not prevent you or the participant from identifying a scope gap before a shift starts.

Questions readers ask

Does the lowest hourly rate show the cheapest arrangement?

Not necessarily. Compare the complete booking cost and what is included, then check fees, minimum hours, cancellations and backup arrangements with the supplier.

Is every provider directory an NDIS digital platform under registration rules?

No. The Commission defines the class by its actual intermediary and payment-processing functions. Check the full definition and arrangement. Official guidance

Compare support arrangements with fewer unknowns

Tell Clickability what support you need and use provider profiles and reviews to prepare your questions about costs, availability and continuity.

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