How to know if an NDIS support worker is actually a good fit

Anyone can list what a support worker should do.

It is much harder to explain what actually makes someone good at it.

And usually, it isn't written on their resume.

Start with curiosity

At ENGEN, we find out by talking.

Not just about qualifications, but about why someone chose this work in the first place.

The best support workers are curious.

They ask questions because they genuinely want to understand the person, rather than simply manage their needs.

They want to know:

What matters to you?
How do you like to do things?
What works for you?
What doesn't?

Quality support is closely linked to recognising the person as an individual, understanding their preferences and respecting their autonomy. [1,2]

That curiosity can come from anywhere — psychology, allied health, hospitality, or simply having spent enough time around people to understand that everyone is different.

The qualification might get someone through the door. Curiosity helps them understand who is sitting on the other side of it.

Personal understanding matters

Often, the best workers have some personal connection to what it means to support someone who is vulnerable.

It might come through their own life, their family or someone close to them.

It is not a requirement.

But when it is there, you can often see it in the patience, empathy and respect they bring to the relationship.

People receiving support have consistently highlighted qualities such as trust, honesty, care and feeling safe as important parts of a good relationship with support staff. [3]

Some things are difficult to teach.

The clearest sign might be patience

A good worker knows where someone's boundaries are and respects them.

They don't force progress because a schedule says it should happen.

They allow things to unfold at the person's pace while still encouraging them to grow.

That balance matters.

Good support isn't about doing everything for someone.

It is about knowing when support is needed, when encouragement is helpful and when it is better to step back.

Sometimes the best support is knowing when not to take over.

Research into disability support has similarly highlighted the importance of balancing professional boundaries with a genuine working relationship, while keeping the person's needs and autonomy at the centre. [1,4]

So, what does a good fit actually look like?

It might be someone who listens before giving advice.

Someone who notices the small things.

Someone who doesn't take it personally when a person says no.

Someone who can encourage without pushing.

Someone who can adapt when the plan changes.

And someone who understands that being a support worker is not about becoming the centre of someone's life.

It is about helping someone live theirs.

At ENGEN, we believe the right support worker isn't necessarily the person with the most impressive resume.

It is the person who can build trust, respect boundaries, adapt to the individual and genuinely care about what matters to them.

Because the best support relationship doesn't feel like someone is simply doing a job.

It feels like someone has taken the time to understand you.

References

[1] Bright T, et al. Factors that influence the quality of paid support for adults with acquired neurological disability: scoping review and thematic synthesis. Disability and Rehabilitation. 2022. PMID: 33049158. PubMed

[2] Service-delivery competencies in home and community-based services needed to achieve person-centered planning and practices: a systematic review. Journal of Applied Gerontology. 2023. PMID: 36384346. PubMed

[3] Clarkson R, Murphy GH, Coldwell JB, Dawson DL. What characteristics do service users with intellectual disability value in direct support staff within residential forensic services? Journal of Intellectual & Developmental Disability. 2010;35(1):1–9. PMID: 19860579. PubMed

[4] Tournier T, Hendriks AHC, Jahoda A, Hastings RP, Embregts PJCM. “Connectedness” between people with intellectual disabilities and challenging behaviour and support staff: perceptions of psychologists and support staff. Journal of Intellectual & Developmental Disability. 2023;27(1):121–137. PMID: 35086364. PubMed

[5] D'Sa R, Fletcher I, Field S. Exploring the experience of working relationships for support workers of adults with intellectual disabilities. Journal of Applied Research in Intellectual Disabilities. 2024;37(5):e13285. PMID: 39091201. PubMed