The role of a Support Worker in the NDIS is both fulfilling and challenging. It offers a unique opportunity to make a positive impact on the lives of individuals with disability. For many, this career is not just a job but a calling. One that demands empathy, dedication, and a deep understanding of the individuals they support. Rosemary, a former project manager turned support worker, embodies the profound difference one person can make.
We recently spent some time with Rosemary to learn about her journey, catch a glimpse into the daily life of a support worker, and learn more about the challenges, rewards and the unwavering commitment it requires.
Becoming a NDIS Support Worker
Every Support Worker has a story, something that drew them to the industry. For Rosemary it was being able to support her parents as they lived with dementia.
“I looked after my ageing parents who had dementia. While tough in so many ways, I enjoyed the process and the meaning of the role.”
Previously, Rosemary worked as a project manager for Optus, a role she found enjoyable but increasingly demanding. Feeling the need to step back from the rising pressure and avoid burnout, she turned to support work as a way to recalibrate. Her experience caring for her parents provided a natural transition into this new role. With the impact of COVID in Victoria, Rosemary decided to relocate to the Sunshine Coast with her family, seeking a fresh start.
“I thought it was time to make a change. I had family and friends working in the NDIS and I saw the positive outcomes of the work they were doing.”
Image: Rosemary started her journey as Support Worker after supporting family
A day in the life of a Support Worker
A typical day for Rosemary begins a little earlier than required, giving her time to review progress notes and reporting. This allows her to get a sense of what the day may bring. Her mornings consist of meeting and greeting the residents at the Supported Independent Living (SIL) home she works at, making sure she starts the day on a positive note with music and a cheerful attitude.
“I head in a little bit earlier and read through the progress notes. See what’s happened, check through bowel and liquid movements. Then go straight into the handover meeting with the outgoing shift.”
Each day is a little bit different and shift times change.
“It really depends on what time of day I’m starting, if it’s a morning shift it might start with pad changes, then meet and greets, coffee in bed and making the environment enjoyable for them.”
For Rosemary this usually means saying hello, being upbeat and getting the residents of the SIL home ready for the day.
“I say hello, play some music and get them ready for the day, showered, dressed and breakfast. Then we plan for the day. If we’re heading out, we get sunscreen ready and dress for the weather. If it’s time indoors we get everything ready for physio exercises, floor time, repositioning and much, much more.”
Image: The Vegetable garden has become a feature of the home and, to the delight of the residents, is ever evolving.
“Recently we started a lovely food garden with our residents too. So, you can find us out in the back garden often. We also like to pick the leaves and offer our residents some sensory sessions, touching, smelling the plants and veggies. Our residents help by watering the garden and getting amongst it.”
Each day can have its own challenges, and the team is well versed. There are many consistencies and routines throughout the day that must be adhered to, medication is chief among them. Rosemary has built a few systems in place for this and the SIL team never miss a beat.
“Importantly, we ensure all medication is given at the right time in the right way. I used to be a project manager and I’m big on systems and signing off, so it ALL gets done. This ensures anyone coming into the home can get a handle on everything that needs to be done for the day to run smoothly.”
After the activities are done Rosemary and the team get onto the chores. But it’s during the evenings that the SIL house starts to feel more like a home.
“Throughout the day we’ll get the household chores done. Making sure everything can run well with minimum fuss.”
“Evenings are the reverse we start wind down, a bit like all families I suppose. We share a meal with the residents and wind down a bit. Watch something cool on TV – one of our residents likes survival shows, one of our residents loves music. Whatever is happening everyone gets involved and it’s a great way to say farewell to the day. Then we get prepared for bed and follow the routine for that.”
The rewards and challenges of being a support worker
In her role as a Support Worker, Rosemary has developed a deep appreciation for the unique communication styles of individuals with disability. She explains how this understanding drives her to advocate for their rights.
“I enjoy advocating for the residents especially non-verbal participants. You really get a sense of who they are and how they communicate. Naturally, you build a deep respect for them and advocate for their rights.”
Rosemary acknowledges that the role isn’t without its frustrations. The NDIS, for all its positives, can also be restrictive at times and when advocating for those with disability she learned to work with the system to get more done.
“It can be a challenging role. It can be challenging trying to uncover some of the nuances of the NDIS which can get frustrating. It can be a slow-moving beast with a lot of overlapping parts and ironically also some disconnects. Having come from the private sector I have to remind myself to be diplomatic and practice patience. The sector is full of people who have big hearts, and you can get a lot more done by working with them as part of a team.”
Image: Each day is unique for Rosemary in her support role
“The majority of support workers have their own stories and places that they’ve come from. It’s easy to try to overhelp. You have to leave a little bit of yourself at the door when you arrive for work. Be professional and manage your boundaries.”
Rosemary also acknowledges that it can be challenging to draw boundaries and maintain professionalism but has struck this balance since becoming a Support Worker.
Managing Boundaries, staying motivated
To maintain a healthy balance, Rosemary prioritises her personal well-being. She finds joy in outdoor activities and building a fulfilling life outside of her work.
“I’ve learned to balance my life outside of work. I practice meditation, love to go for a bushwalk and get back to nature. Walk the dogs and enjoy my time away from work. This helps keep my energy up for the role up and to generate boundaries.”
She also finds that celebrating the wins of her team, seeing and appreciating the teams’ efforts go a long way to keeping her enthusiasm.
“I find it helps to be mindful of other’s efforts and acknowledge their achievements. I draw inspiration from my team and our Service Manager Kevin is great to work with. He offers guidance and has a ton of experience.”
Working for CSBS as a Support Worker
Rosemary highlights working CSBS has its conveniences and the team at the SIL is great to be a part of.
“From the ground up the team at the SIL is great! We’re a little eclectic and very happy. CSBS offers great systems and processes which help to work done properly. The head office is close by to so you can always swing by for a chat or to pick anything up.”
Image: SDA Homes are purpose built to maximise independence
Making each day great for participants
When it comes to making each day as great as it can be, Rosemary offers a few valuable insights. Creating positive and fulfilling experiences. Respecting their home, understanding their individual needs, and working collaboratively to provide meaningful experiences.
“It’s important to honor the fact that it is their home. It’s your job but it’s their home. Checking in is also a big one. Reflecting on questions like: ‘If this was all I did today would I be happy’, ‘If I did as much as they have today would I be exhausted or tired or irritable’. Checking in constantly and putting yourself in their position is essential – that way you meet them where they’re at.”
Rosemary loves how the team at CSBS works together to make sure our participants have a great time. They’re always looking for fun things to do in the community that everyone can enjoy.
“Another big one is working as a team to identify community access things that work within the budget but are also diverse and interesting. We love to get out and around in the community, finding things that enable us to do that is great. We all come together as a team and find suitable things to do.”
Advice for anyone considering a role as a NDIS Support Worker
If you’re thinking about becoming a NDIS support worker, Rosemary has some great advice. Emphasising the importance of being a team player, having empathy, and being genuine in your interactions with people.
“You need to be a people person. If you’re not a people person, it’s not right for you. The role requires lots of compassion and empathy. You need to be genuine too, I believe that people with disability especially non-verbal participants, have a great sense and awareness in other ways. If you’re not genuine it will come across that way.”
“It helps to use role reversal and to remember this is not about you. My advice would be to pace yourself, be still and listen. Put yourself in their shoes. Stop talking, be still, try silence and allow them to fill the space, you’ll tune into them, especially non-verbal participants and you’ll a get a sense of who they are.”
Rosemary also emphasises leaving ego at the door and being a team player.
“Make sure you can work without ego. There’s simply no room for it. It’s also important that you enjoy working as part of a team.”
Being a NDIS Support Worker is a journey filled with moments of joy, learning, and personal growth. It’s a role that goes beyond providing care; it’s about building meaningful connections, advocating for the rights of individuals with disability, and creating a supportive environment where people can thrive. While the challenges are real, so are the rewards – making a real difference in the daily lives of those who choose us to support them.
For those who are considering a path in support work, it is a career that requires compassion, patience, and a genuine desire to help others. But for those who are drawn to it, like Rosemary, it can be one of the most rewarding experiences life has to offer.
Interested in becoming a Support Worker at CSBS?
CSBS has an unwavering dedication to helping people with disability achieve their goals and live as independently as possible.
We are known for our industry experience, expertise, systems and tailored solutions that illustrate the depth of our commitment to the people who choose us to support them.
Our ethos of ‘your supports, your way’ has been a central guiding philosophy enabling us to genuinely deliver on the person-led approach.
At CSBS, ‘person-led’ is not just another ‘buzz word’ it informs everything we do across all facets of the organisation.
Sound like a provider that you can get behind and work with?