Reviewed: 16 September 2026
A support worker may have appropriate checks and experience but still not be the right match for every participant. Good matching considers the participant’s goals, communication, routines, culture, interests and preferred way of receiving support. Continuity then helps that relationship develop safely and consistently.
What a meaningful match considers
- Communication style and preferred language
- Gender and cultural preferences
- Interests, personality and pace
- Relevant experience and participant-specific training
- Availability for the required days and times
- Transport, mobility and community-access needs
- Sensory preferences and predictable routines
Start with the participant, not the roster
Ask the participant what makes them feel comfortable, what has worked before and what they want support to achieve. A family member or professional may contribute useful information with consent, but the participant should be included in an accessible way.
A local matching example
A young adult in Cockburn may want support for swimming, groceries and attending netball. A worker who enjoys community activities may appear suitable, but schedule, communication, sensory needs and the participant’s comfort still need to be checked. An introductory conversation can identify issues before regular shifts begin.
Questions before confirming a worker
- Can the participant meet or speak with the worker first?
- Which preferences can be met and which cannot?
- What training or preparation is required?
- Who reviews the first few shifts?
- How can the participant request a different match?
Why continuity matters
Regular workers can learn routines, communication and goals over time. Continuity may reduce repeated explanations and support trust, particularly where change is difficult. It should not mean keeping an unsuitable worker merely for consistency.
Planning for leave and unexpected absence
Ask whether replacement support is optional, how much notice is normally provided and what information is safely handed over. The participant’s needs and preferences should be considered before a replacement attends. Essential supports may need a documented contingency plan.
How to review whether the match is working
- Does the participant feel safe, heard and respected?
- Is the worker punctual and reliable?
- Are activities connected to agreed goals?
- Does the worker support independence instead of taking over?
- Are boundaries and communication appropriate?
- Does anything need to change?
Screening and service agreements
The NDIS recommends checking whether support workers have completed an NDIS Worker Screening Check. A service agreement can record supports, schedules, prices, cancellations, responsibilities and how concerns or worker changes are handled. See the official NDIS guidance on working with support workers.
Frequently asked questions
Can I choose my support worker?
Participants have choice and control over who they work with, subject to funding, provider capacity and suitable availability.
What if the first match is not right?
Raise the concern early and describe what is not working. A provider should discuss reasonable alternatives without penalising the participant.
Can families request updates?
Updates can be arranged where the participant consents or the family member has appropriate authority. Agree on what will be shared and how.
Learn about Access4All support workers, our availability and matching process, or check local capacity.
Prepared by Access4All Disability Services, a registered NDIS provider in Perth. General information only.