Estimated reading time: 7 minutes
Support workers help NDIS participants live better lives.
When families ask “what are support workers,” they’re really asking two questions at once. First, they want to know what these professionals actually do—the practical tasks and skills involved.
However, they’re also asking something deeper: what kind of person will be entering their loved one’s life? At The SALT Foundation, we believe the answer requires understanding both the competence and the character that define truly excellent support work.
Simply put, what are support workers? They’re trusted professionals who provide tailored assistance to help NDIS participants achieve their goals and live with greater independence.
Yet this definition only scratches the surface. Because while technical skills matter enormously, they’re meaningless without the virtues that turn a capable worker into a trusted companion on your loved one’s journey.
Key Takeaways
- Support workers are trusted professionals who help NDIS participants achieve independence through daily living assistance, community participation, and personal care support.
- They must possess both technical skills and strong character traits, such as empathy, patience, integrity, respect, and reliability.
- Families should define their support needs and desired character traits when looking for support workers to ensure a good match.
- The SALT Foundation trains support workers in both competencies and virtues, focusing on building therapeutic relationships that support growth.
- Contact The SALT Foundation to find skilled support workers who honor your loved one’s dignity and foster genuine independence.
Table of Contents
The Competence: What Support Workers Do
Understanding what are support workers means first examining their practical responsibilities. These professionals provide assistance across three core areas, each requiring specific skills and knowledge.
Daily Living Assistance
Support workers help participants manage everyday household tasks that many of us take for granted. Consequently, they need competence in meal planning and preparation, understanding dietary requirements and safe food handling.
They assist with housework and home maintenance, requiring knowledge of cleaning standards and basic household management. Additionally, they help with shopping and errands, which demands good time management and budgeting skills.
Furthermore, support workers often assist with medication reminders and basic health monitoring. This means they must understand medication schedules, recognise when something seems wrong, and know when to escalate concerns to healthcare professionals.
Community Participation
Beyond the home, support workers facilitate community engagement. Therefore, they need skills in planning outings and coordinating transport, understanding accessibility requirements for different venues.
They accompany participants to appointments, social events, and recreational activities, which requires excellent communication and interpersonal abilities. Moreover, they help participants develop social connections and pursue hobbies or interests.
This demands creativity, cultural awareness, and the ability to identify opportunities that match each person’s unique preferences and goals.
Personal Care Support
Some support workers provide intimate personal care assistance. As a result, they require specialised training in safe manual handling techniques, understanding body mechanics to prevent injury to themselves and participants.
They learn proper hygiene protocols and infection control, particularly important when assisting with showering, toileting, or dressing. Additionally, they must understand dignity-preserving practices during personal care, recognising that these moments require exceptional sensitivity and respect.
The Character: Who Support Workers Are
Here’s where we reach the critical point that sets exceptional providers apart.
Competence without character is useless—in fact, it’s potentially dangerous. Because technical skills only matter when wielded by someone with the virtues necessary to use them well.
At The SALT Foundation, we’ve learned that families aren’t just asking what are support workers in terms of tasks; they’re asking who these people are at their core.
Empathy: Seeing Through Another’s Eyes
True empathy means understanding not just what someone needs, but how they experience their world. Consequently, empathetic support workers don’t just complete tasks—they tune into emotional cues, recognise unspoken concerns, and respond to the whole person.
They celebrate victories and provide comfort during setbacks, creating a relationship built on genuine understanding.
Patience: Honouring Each Person’s Pace
Everyone moves through life at their own speed. Therefore, patient support workers never rush participants or make them feel they’re inconveniencing someone.
Instead, they allow time for decision-making, accommodate communication differences, and create space for people to maintain control over their own lives. Furthermore, patience means staying calm during challenging moments, responding to frustration with steadiness rather than irritation.
Integrity: Doing Right When No One’s Watching
Integrity manifests in countless small choices. For instance, honest support workers accurately record their hours, never cutting corners on documented tasks.
They maintain confidentiality, respecting that they’re privileged witnesses to private lives. They admit mistakes rather than covering them up, understanding that trust requires transparency.
Moreover, integrity means advocating for participants’ best interests, even when that’s uncomfortable or inconvenient.
Respect: Honouring Choice and Control
Respect recognises that participants are the experts on their own lives. Consequently, respectful support workers offer options rather than directives, supporting informed decision-making.
They honour cultural backgrounds, personal preferences, and individual values, never imposing their own judgments or assumptions. Additionally, respect means maintaining professional boundaries while still creating warm, authentic connections.
Reliability: Being Someone You Can Count On
Reliability builds the foundation of trust. Therefore, reliable support workers show up when promised, communicate clearly about any changes, and follow through on commitments.
They understand that their consistency provides security, allowing participants and families to plan their lives with confidence.
These character traits aren’t optional extras—they’re fundamental to therapeutic relationships that actually support growth, independence, and wellbeing.
Finding the Balance: Competence Plus Character
When families truly understand what are support workers, they recognise that neither competence nor character alone suffices. Instead, excellence requires both dimensions working together.
A technically skilled worker without empathy might complete tasks efficiently while leaving a participant feeling objectified or rushed. Conversely, a warm, caring person without proper training might cause harm despite good intentions.
The SALT Foundation vets and trains staff on both fronts, ensuring our support workers bring comprehensive capability to their roles. We assess technical competencies through practical demonstrations and ongoing professional development.
Simultaneously, we evaluate character through reference checks, value-based interviews, and continuous supervision that monitors not just what gets done, but how relationships develop.
Action Steps: Finding Your Right Match
As you search for support workers who bring both competence and character, consider these practical steps:
- Define your specific support needs clearly. List the tasks, assistance levels, and practical skills required. Be specific about whether you need personal care, community access, household help, or a combination.
- Determine which character traits are non-negotiable for your family. Reflect on your loved one’s personality, communication style, and values. Which virtues matter most in someone spending regular time in your home?
- Ask potential providers about their staff training on values. Don’t just inquire about technical qualifications—ask how they assess and develop character in their workforce.
- Request opportunities to meet potential support workers before committing. Chemistry matters, and meeting in person helps you assess whether someone’s character aligns with your family’s needs.
- Check how providers handle complaints and quality concerns. Their response reveals whether they prioritise relationship quality alongside task completion.
Frequently Asked Questions
No, although roles sometimes overlap. Nurses hold medical qualifications and can perform clinical tasks like administering injections or wound care. Support workers focus on daily living assistance, community participation, and personal care support, referring medical concerns to appropriate healthcare professionals.
Requirements vary by role. Many support workers hold Certificate III or IV in Individual Support, particularly for personal care tasks. However, qualifications alone don’t guarantee quality—character matters equally. At The SALT Foundation, we require both relevant training and demonstrated virtues.
Good providers take time understanding your loved one’s needs, preferences, and personality before suggesting matches. They facilitate meet-and-greets and allow transition periods to ensure compatibility. If the match isn’t working, they should offer alternatives without penalty.
Reputable providers offer ongoing training to develop their workforce. Discuss skill gaps openly—good organisations will either provide training or match you with someone who already has the required competence.
Trust your instincts. Does your loved one seem comfortable and happy? Does the worker respect boundaries, communicate honestly, and demonstrate genuine care? Regular check-ins with both participant and family help monitor relationship quality.
Your Next Step
Now you understand what are support workers in both dimensions—the skills they bring and the character they embody. At The SALT Foundation, we’re committed to both aspects, carefully selecting and training support workers who demonstrate technical competence alongside the virtues that create truly therapeutic relationships.
Our team matches skilled, values-driven support workers to your family’s specific needs, ensuring you receive assistance that honours your loved one’s dignity while building genuine independence.
Contact our team today to learn how The SALT Foundation’s approach to competence and character can support your family’s journey.
Daniel G. Taylor has been writing about the NDIS for three years. His focus has been on mental health and psychosocial disabilities as he lives with bipolar disorder I. He’s been a freelance writer for 30 years and lives across the road from the beach in Adelaide. He’s the author of How to Master Bipolar Disorder for Life and a contributor to Mastering Bipolar Disorder (Allen & Unwin) and he’s a mental health speaker.