Red Flag: When a Support Worker Is Inattentive or Fails to Follow Up
Choosing the right support worker can make a world of difference in a participant’s experience and progress. A great support worker is attentive, proactive, and genuinely invested in the person they support. But when attention to detail slips, follow-up doesn’t happen, and communication feels one-sided, that’s a red flag worth paying attention to.
Support Workers Are One of the Most Important People in a Participant’s Life
For many NDIS participants, their support worker is one of the most consistent and trusted people in their daily life. They often see them more regularly than therapists, coordinators, or even family members. Because of this, support workers play a critical role — they are on the front line of noticing changes, big or small.
A great support worker is attuned to how the participant is feeling and functioning. They notice if someone seems more withdrawn, fatigued, or is struggling with tasks that were previously easy. They pick up on deteriorations in condition, shifts in mood, or changes in abilities — and they act on them.
Most importantly, they become the participant’s biggest advocate — communicating concerns, raising suggestions, and helping to ensure the person’s voice is heard and their wellbeing is prioritised.
What “Inattentive” Looks Like
An inattentive support worker might:
Forget key details about the participant’s goals, preferences, or routines
Fail to notice changes in mood, health, or engagement
Miss appointments or arrive unprepared
Offer generic support that doesn’t align with the participant’s plan or needs
These behaviours may seem minor at first, but they often add up to frustration and missed opportunities. Consistent attentiveness shows respect — it communicates that the participant’s life, goals, and progress matter.
The Importance of Follow-Up
Follow-up is where good support becomes great support. When a worker takes the time to check in, confirm actions, and close the loop, it builds trust and accountability. For example:
Following up after an appointment to see how it went
Checking that a referral was made or a strategy from a therapist is being trialled
Remembering to report back to the participant or coordinator about next steps
Without this, important actions can fall through the cracks — and the participant can feel like they’re carrying the load alone.
Why This Red Flag Matters
Inattention and lack of follow-up can lead to:
Delays in achieving goals
Confusion about what’s been done or what comes next
A breakdown in communication between the participant, family, and broader support team
Reduced confidence in the worker and the overall support experience
For NDIS participants, every interaction counts. Support is about consistency, reliability, and trust — and that starts with paying attention.
What to Do if You Notice This
If you or someone you support notices these red flags, it’s okay to speak up. Start with a gentle conversation:
“I noticed we haven’t followed up on that referral yet — could we check in on that this week?”
“It would really help me if we could keep notes or reminders after appointments.”
If the issues continue, it may be worth discussing with the support coordinator or considering whether the worker is the right fit.
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