Setting Boundaries: How to Manage Your Relationship with Support Workers

Key Information

• Support workers are there to help you achieve your NDIS goals. The relationship should always remain professional, even if you get along well.
• Healthy boundaries protect everyone. Clear expectations about communication, tasks and behaviour help keep support relationships safe and respectful.
• You have the right to speak up. If something makes you uncomfortable or a provider isn’t acting professionally, you can raise the issue with your provider or the NDIS Commission.

National Disability Insurance Scheme (NDIS) support workers can offer important assistance for your everyday life. The tasks they help you carry out, or the skills you learn, can feel personal in nature – like help with grooming and hygiene (Assistance with Daily Living).

But the relationship with any paid supports must always be a professional one, even if you have great rapport. That means there are boundaries that need to be observed on both sides.

What is the role of a support worker?

Support workers might assist you in tasks, help build skills, and develop your capacity and independence. Their role is distinctly professional and linked to your NDIS goals.

For example:

• Your support worker can be friendly with you, but shouldn’t rely on you for emotional support like a friend would.
• Your support worker can help you find the best way to do daily tasks as independently as possible, but shouldn’t tell you how to spend your money, or who you should spend time with.

Professional boundaries apply to everyone involved. Respect should be mutual, and communication clear and appropriate on both sides. For example, a support worker shouldn’t contact you outside of what’s needed to coordinate the delivery of your supports… and you shouldn’t contact them for unrelated reasons, either.

You’re allowed to get along with your support worker (that’s a sign of a good fit!) but blurring the lines between professional and personal relationships creates confusion that ultimately puts you at risk.

Related:

• How to Choose the Right NDIS Support Worker
• Registered vs Unregistered NDIS Providers – a Participant’s Guide

What does a good support relationship look like?

In a healthy support relationship, you shouldn’t be surprised by behaviour or expectations.

• Your support worker sticks to agreed hours.
• They check in about your preferences.
• They encourage independence and respect your autonomy.
• They follow your NDIS plan.

What does an unprofessional support relationship look like?

• Asking for personal favours that put pressure on you.
• Borrowing money or asking for gifts.
• Sharing too much personal information – you should never feel responsible for your support worker emotionally.
• Encouraging you to depend on them, instead of helping to build your independence.
• Contacting you outside of agreed hours and / or for reasons not related to your supports, such as offering advice about things outside of their skills and expertise (things unrelated to the reason you are working with them).

If you’re uncomfortable with anything your support worker is doing or saying, trust your gut and tell someone who can help you!

Building healthy boundaries in support relationships

Having boundaries doesn’t mean you can’t have a good, positive relationship with your support worker; it just can’t be a personal one, like the relationships you have with your friends and family.

Boundaries protect your safety, dignity and choice. It sets you and your support worker up for a successful support arrangement where everyone knows the purpose of the relationship (what you need in terms of support or care), the responsibilities and expectations involved on both sides, and how you can best work together to achieve your goals.

How to set boundaries respectfully

The easiest way to set boundaries is to do it right from the start. Having a signed, written service agreement beforehand helps, because you can clearly outline your expectations – and so can your support worker. If the two sides are not compatible, you’ll know before any services or supports start.

When starting with a new support worker, you should discuss:

• What you’re comfortable with.
• What you’re not comfortable with.
• How you would prefer them to contact you (e.g. text, email, phone call), and how often you’ll communicate.
• Any cultural, religious or personal considerations.

Know your rights: the NDIS Code of Conduct

The NDIS Code of Conduct gives providers, key personnel and support workers guidelines to uphold your rights, by laying out what’s expected from them in terms of conduct, behaviour and culture.

Under this Code, providers and people who deliver NDIS supports must:

• Respect your choices and decisions
• Protect your privacy
• Deliver supports safely and competently
• Be honest and transparent
• Address concerns quickly
• Protect you from harm
• Prevent and respond to sexual misconduct
• Charge fairly and reasonably

What to do if a support worker acts unprofessionally

Raising your concerns can feel scary, but it’s important for your safety and that of other NDIS participants. You don’t have to accept anything you’re not comfortable with. If you’re not confident doing it alone, ask someone you love (like a close friend or family member) to help you take the next steps.

Related: What are Informal Supports under the NDIS?

Who should I contact?

If something feels wrong, trust your instincts. You don’t need ‘proof’ to raise a concern. Here’s a list to help you work out who the best person is in your situation:

1. Is anyone in immediate danger?
   • Call emergency services (000) straight away.
2. Do you feel unsafe, harmed, or suspect abuse, neglect or exploitation?
   • Contact the NDIS Commission directly.
3. Is it about how a service was delivered or a support worker not following your plan?
   • Start with your NDIS provider.
   • If it’s not resolved, contact the NDIS Commission.
4. Has your provider ignored or failed to respond to your complaint?
   • Escalate to the NDIS Commission.
5. Are you concerned about misuse of NDIS funds or unfair pricing?
   • You can raise it with your provider, or report directly to the NDIS Commission.
6. Is your concern about your NDIS plan, funding, or a NDIA decision?
   • Contact the NDIA (not your provider or the Commission).
7. Want to complain about the NDIS Commission itself?
   • Use their feedback process or contact the Commonwealth Ombudsman.

Should I be worried about my support relationships?

Being aware of what to watch out for, and what to do if lines start to blur, is important for NDIS participants. However, it doesn’t mean providers are all untrustworthy!

Think of it like wearing a seatbelt in the car. Most of the time you barely notice it’s there. If you need protection, it’s already safely in place and ready to support you – but only if you put it on at the start of your journey. It’s risk management: a safeguard, just in case you need it.

In the same way, taking a proactive approach to your support relationships doesn’t mean you can never trust support workers. You can still have great relationships with your support workers, built on mutual respect and professionalism that protects both of you.

How NDSP helps NDIS participants build support relationships

NDSP Plan Managers provides resources that help you figure out where to get started, what your rights are as an NDIS participant, and how to make your supports work for you. A great place to start is our free online participant toolbox. We have downloadable resources to help you understand:

• Your NDIS plan and how to use it
• How to plan for support
• Key NDIS terms and what they mean

You can also find helpful resources about eligibility, funding, changes to the NDIS, and other key information on our blog.

If NDSP is your plan management provider, we can help coordinate service agreements between you and your support workers. We’ll make sure any services are compliant with the latest NDIS Pricing Arrangements and Price Limits – all part of taking care of the financial admin of your NDIS plan.

If plan management with NDSP sounds right for you, why not contact our friendly team today for more information. We’d love to help!