Recommendations for NDIS Support Workers

Chosen Family Australia has drafted some recommendations for support workers in the NDIS industry

Ensure when using your Mobile Phone, it is for Work-Related Use Only: Use your personal mobile phone only for urgent, work-related calls or messages during shifts. Non-work-related use should be avoided to ensure your full attention is on client care. Respect your Client Privacy: Always maintain client confidentiality and avoid discussing personal matters during work hours or in the presence of clients.

In relation to smoking Outdoors Etiquette: If you smoke outside, be mindful of wind direction, ensuring that cigarette smoke does not disturb or affect clients, colleagues, or individuals with respiratory conditions.

Shift Changes and Communication. Support Staff must communicate any shift changes or cancellations to their Rostering Team beforehand. This ensures that client care remains uninterrupted, and scheduling conflicts are avoided. Many clients appreciate having routines and when this is disrupted, they may feel its best to find another worker who is more considerate than one who cancels and does not communicate beforehand. Never cancel shifts with one client to work elsewhere without prior approval from your Rostering Team.

Respect Personal Boundaries: Always maintain clear professional boundaries with clients, residents, and supported employees. It is recommended there is no Physical Contact: Physical contact such as hugging, kissing, or any form of intimate interaction is strictly prohibited in the space. This ensures clients feel safe and respected at all times.

Adhere to Legal Standards: Staff must be fully aware of and comply with Section 66F of the Crimes Act (NSW) 1990, which prohibits any form of sexual activity or relationships with clients, residents, or employees receiving ndis services.

Out-of-Hours Contact and Social Interaction: Always ensure there Work-Life Separation: Do not contact clients outside of scheduled work hours unless approved by Chosen Family Head Office. This includes both phone calls and text messages. Maintain Professionalism: Do not share personal information (e.g., home address, phone numbers) with clients or attend personal events, such as birthday parties, without prior approval of your company.

Maintain Professional Boundaries: Always separate your work life from your personal life to prevent any conflicts of interest or blurred boundaries.

Customer Service – Handling Complaints and Issues:

1. Listen Actively: When a client or family member expresses a complaint or concern, listen without interrupting. Acknowledge their feelings and show you are invested in finding a solution.
2. Stay Calm and Professional: Always remain composed, no matter how emotional or upset the complainant may be. Avoid arguing or raising your voice.
3. Take Responsibility: Apologize for the issue, even if you were not personally responsible, and express your commitment to resolving the matter.
4. Empathize: Show understanding and compassion and avoid making dismissive statements like “calm down.” Your role is to provide reassurance.
5. Clarify the Issue: Ask questions to gather all necessary details so you can fully understand the problem and find the best solution.
6. Collaborate on Solutions: Involve the client in identifying possible solutions to the issue, showing respect for their input and preferences.
7. Act Promptly: Implement the solution as quickly as possible to avoid further dissatisfaction.
8. Follow-Up: After addressing the complaint, follow up with the client to ensure they are satisfied with the outcome and to prevent any recurrence of the issue.

Document Complaints: Even minor issues that are resolved immediately should be documented for record-keeping. If a formal complaint is made, assist the client in completing a complaint form, or do so on their behalf.

Customer Service Begins with Leadership:

1. Set the Tone: Managers and Team Leaders should demonstrate professionalism and integrity at all times. Your attitude and actions directly influence the team’s morale and performance.
2. Foster a Welcoming Environment: Greet colleagues at the start of their shifts to help create a positive atmosphere.
3. Communicate Openly: Lead by example in clear, respectful communication. Be approachable, and make sure all team members feel heard.
4. Handle Conflict Privately: Resolve conflicts with colleagues privately and professionally to maintain respect in the workplace.
5. Keep Personal Issues Separate: Maintain a professional attitude by keeping personal issues out of the workplace.
6. Lead by Example: Demonstrate the standards of care and conduct expected of all employees, especially during challenging or high-stress situations.
7. Support Your Team: Offer guidance and constructive feedback to colleagues when appropriate. Encourage them and support their growth.
8. Foster Team Bonding: Engage in team-building activities outside of work tasks to enhance relationships, trust, and camaraderie among staff.
9. Embrace Continuous Learning: Always be open to learning new skills, gathering feedback, and encouraging others to grow professionally.

By adhering to these guidelines, we ensure that ndis providers will continue to provide high-quality care and maintains a positive, respectful work environment. These recommendations help foster professionalism and protect the integrity of both the client care experience and the workplace culture.