When I first started as a support worker, I was nervous. I had no idea what to expect. I had read the job description, done the training, and passed my background checks. But nothing really prepares you for walking through someone’s front door for the first time.

I remember standing outside a small apartment in Sydney, clutching a cup of coffee I’d bought to calm my nerves. I took a deep breath and knocked.

That was three years ago. Since then, I’ve worked with over 20 participants. I’ve helped with morning routines, grocery shopping, trips to the beach, and quiet afternoons watching TV. I’ve laughed until my stomach hurt, and I’ve sat in silence when words weren’t needed.

If you are new to the NDIS—whether you’re a participant looking for support or someone thinking about becoming a support worker—I want to share what I’ve learned. This isn’t a textbook guide. This is my honest experience.

My hope is that by sharing this, you’ll understand what good support looks like, what to expect from a support worker, and how to build a relationship that truly works.

Let me take you behind the door.

How I Became a Support Worker

I didn’t plan to become a support worker. Honestly, I fell into it.

I had been working in retail, feeling like I wasn’t really making a difference. A friend mentioned she was working in disability support and said, “You’re patient and you listen. You should try it.”

So I looked into it. Here’s what I learned about becoming a support worker:

• You don’t need a degree. You need the right attitude, a willingness to learn, and a clean background check.
• You need the NDIS Worker Screening Check. This is a mandatory background check to make sure you are safe to work with people with disabilities.
• You need a first aid certificate. Emergencies happen. You need to know what to do.
• Experience helps, but kindness matters more. Many of the best support workers I know started with no experience—just a genuine desire to help.

I got my checks done, did some basic training, and joined a small local provider. My first shift was with a man named David.

What a Typical Day Looks Like

One of the questions I get asked most is, “What do you actually do all day?”

The answer is it depends. Every participant is different. Every day is different.

Here’s a snapshot of a typical day for me:

Some days are busy. Some days are quiet. But every day, I’m there to help someone live their life the way they want to live it.

The Joys of Being a Support Worker

Let me be honest: this job has changed me.

When I started, I thought I was there to “help” people. But I quickly realised that participants help me just as much.

The Small Moments Matter Most

It’s not the big achievements that stick with me. It’s the small moments.

• The morning Michael made his own coffee for the first time after months of practising.
• The afternoon Sarah laughed so hard at a silly joke that she cried.
• The quiet moment when James said, “I feel safe when you’re here.”

Those moments remind me why I do this work.

You Build Real Relationships

Support work isn’t like a normal job. You become part of someone’s life—sometimes their family. You learn their routines, their preferences, their moods. You know when they need a chat and when they need silence.

That trust is precious. I don’t take it lightly.

You Learn Constantly

Every participant teaches me something new. I’ve learnt about different disabilities, different communication styles, and different ways of seeing the world. I’ve become more patient, more flexible, and more understanding—not just at work, but in my own life too.

The Challenges (And What Participants Should Know)

I want to be honest with you. Support work is not always easy. There are challenges that I didn’t expect when I started.

Emotional Weight

When you care deeply about someone, their struggles affect you. If a participant is having a hard week, I feel it. If there’s a crisis, it stays with me.

I’ve learned to look after my own wellbeing—to have boundaries, to talk to my supervisor, to take time off when I need it. Good support workers know that you can’t pour from an empty cup.

Inconsistent Hours

For new support workers, hours can be unpredictable. You might have early mornings, late nights, and weekends. It can be hard to find a routine.

For participants, this means you might not always get the same worker. Consistency is a challenge in this industry.

Difficult Situations

Sometimes things go wrong. Participants might be in pain, or frustrated, or upset. Sometimes families are stressed. Sometimes there are accidents or emergencies.

A good support worker stays calm, follows safety procedures, and prioritises the participant’s wellbeing above all else.

What Makes a Great Support Worker? (From My Experience)

If you are a participant looking for support or someone thinking about becoming a support worker, here’s what I’ve learned about what really matters.

Advice for Participants: How to Find the Right Support Worker

I’ve been the support worker walking through the door for the first time. I know how nervous participants feel too. Here’s my advice for finding someone who’s right for you.

1. Trust Your Gut

When you meet a support worker, how do you feel? Do you feel comfortable? Do they listen? Do they seem genuinely interested in you?

If something feels off, it’s okay to say no. You don’t have to hire the first person you meet.

2. Ask Questions

A good support worker won’t mind questions. Ask them:

• “How long have you been doing this work?”
• “What do you enjoy about it?”
• “What would you do if I had an emergency?”
• “How do you handle it if I’m upset or frustrated?”

Their answers will tell you a lot.

3. Try a Trial Shift

Many providers will let you have a trial shift—a short, paid shift to see if you and the worker are a good fit. Use this time to see how they interact with you, how they follow instructions, and whether you feel comfortable.

4. Communicate Clearly

Once you find someone good, tell them what you need. Don’t expect them to guess.

• “I like my tea with milk and no sugar.”
• “I need help with showering, but I prefer to dress myself.”
• “When I’m upset, I like to be alone for 10 minutes before talking.”

The more you communicate, the better they can support you.

What I Wish Participants Knew

If I could tell every participant one thing, it would be this: You are in control.

The NDIS is built around the idea of choice and control. That means you choose who supports you, when they support you, and how they support you.

Some participants don’t realise this. They think they have to accept whatever worker is sent to them. They think they can’t change providers if they’re unhappy. They think they should be “grateful” for any help.

But that’s not how it works.

You have the right to:

• Choose your support worker
• Change support workers if it’s not working
• Say no to support you don’t want
• Ask for a different gender worker if you prefer
• Give feedback and make complaints

A good support worker will respect your choices. If they don’t, find someone else.

Advice for New Support Workers

If you’re reading this and thinking about becoming a support worker, here’s what I wish someone had told me when I started.

1. Get the Basics Right

Before you start, make sure you have:

• NDIS Worker Screening Check (non-negotiable)
• First Aid Certificate (including CPR)
• Insurance (if you’re working independently)
• A reliable car (with insurance and a good fuel budget)

2. Be Prepared for Emotional Work

This job is not just practical. It’s emotional. You will form attachments. You will see people struggle. You need to look after your own mental health.

Find a supervisor or mentor you can talk to. Take time off. Have hobbies outside of work.

3. Keep Learning

Every participant is different. Keep asking questions. Do extra training when you can. Learn about different disabilities, different communication methods, and different cultural backgrounds.

The more you learn, the better support you can provide.

4. Know Your Limits

You are not a therapist, a nurse, or a family member. You are a support worker. Know what’s in your role and what’s not. If something is outside your skills or boundaries, speak up.

A Final Story: What I’ve Learned

I want to end with a story.

There was a participant I worked with named Tom. Tom had a significant intellectual disability and didn’t speak much. For the first few months, I wondered if I was really helping. He didn’t seem to react to me much.

One day, I walked in and Tom looked up. He smiled—a real, wide smile—and said my name. It was the first time he’d ever said it.

His family told me later that Tom had been waiting by the window for me to arrive. He’d been asking for me all morning.

That was the moment I understood: support work isn’t about the big things. It’s about showing up, being present, and letting someone know they matter.

That’s what I try to bring to every shift. And honestly, it’s the best job I’ve ever had.

Conclusion: Support Work Is About Connection

My experience as a support worker has taught me that this job is really about one thing: connection.

It’s about seeing the person behind the disability. It’s about listening, showing up, and building trust. It’s about small moments that add up to something meaningful.

If you are a participant looking for support, I hope this has helped you understand what to look for. Find someone who respects you, listens to you, and makes you feel safe.

If you are thinking about becoming a support worker, I encourage you to give it a try. It’s not always easy, but it is deeply rewarding.

And if you are just starting your NDIS journey, know that there are good people out there who want to help. You just need to find the right fit.

Learn More About NDIS

We hope this honest look at support work has helped you understand what to expect and how to build a good working relationship.

• Read our guide on how to apply for NDIS – if you’re new to the scheme, start here.
• Learn about NDIS eligibility requirements – find out if you or a loved one qualifies for support.

Start understanding your options today. The right support can make all the difference.

Read More

• Read our guide on how to apply for NDIS – helpful for beginners still navigating the application process.
• Learn about NDIS eligibility requirements – understand whether you or someone you care for qualifies.