By David Anvari, Owner of 24/7 Support Services

Finding a support worker you genuinely connect with is wonderful. But what happens when that person gets sick, takes holidays or decides to move on?

It’s a question I believe every NDIS participant, family and support coordinator should consider.

Many independent support workers do an outstanding job. They build meaningful relationships, understand their participants and provide highly personalised support.

But there’s another option worth considering: working with a small NDIS support provider that offers a carefully selected team of support workers.

At 24/7 Support Services, I believe participants shouldn’t have to choose between personal relationships and the practical benefits of having a team behind them.

With the right provider, you can have both.

An independent support worker can suit someone who wants a consistent one-to-one arrangement. A small provider may suit someone who wants a choice of workers and a familiar backup. Ask who could cover absences, how introductions work and what happens if a match needs to change.

1. Why rely on just one support worker when you could have a team?

Imagine having a support worker you absolutely love.

They’re reliable, friendly, understand your routine and know exactly how you like things done.

That’s fantastic.

But what if they’re sick on Monday?

What if they take three weeks of annual leave?

Or what if they decide to change careers?

When you rely entirely on one independent support worker, these changes can leave you searching for someone new, sometimes at very short notice.

Depending on availability and your needs, finding a suitable replacement could take days or even weeks.

A small provider with several suitable workers can give you more options.

At 24/7 Support Services, we aim to build relationships with more than one suitable support worker where that’s what the participant wants.

That way, when someone is unavailable, there may already be another familiar person who can help.

And when appropriate and possible, I personally step in to cover shifts myself.

It doesn’t mean every shift can be guaranteed.

It means we’re thinking about continuity of support before there’s a problem.

2. Different support workers bring different skills, personalities and interests

Here’s something I believe doesn’t get discussed enough.

Sometimes having more than one support worker isn’t just a backup plan. It can actually make life more interesting.

Think about your own friendships.

You probably have different friends for different activities.

One friend loves sport.

Another enjoys cooking.

Someone else is great to talk to when you need advice.

Why shouldn’t participants have the opportunity to enjoy that same variety in their support relationships?

At 24/7 Support Services, our team brings different strengths.

Big Al loves football, sport and fitness. He enjoys playing sport and going to the gym with participants.

Maya is caring, personable and resourceful, with a natural ability to connect with people.

Michael is kind, thoughtful and an excellent listener who can offer practical advice.

Ivan is hardworking, honest, family-oriented and sweet-natured.

Troy loves soccer, football, sport and getting out into the community with participants.

Each person brings something different.

For a participant who enjoys variety, having two or three compatible support workers across the week can create opportunities for different activities, conversations and experiences.

One day might involve a trip to the gym.

Another might involve cooking, shopping or building independent living skills.

Another might be about socialising, attending an appointment or enjoying a favourite community activity.

The goal isn’t to keep participants constantly entertained. It’s to provide meaningful support that reflects their individual interests, choices and goals.

Of course, some participants prefer one familiar worker and a very consistent routine.

That’s equally important to respect.

The point is having a genuine choice.

3. What happens when an independent support worker leaves?

This can be one of the most difficult challenges for participants and families.

Imagine spending months building a relationship with someone.

They understand your communication style.

They know your routines.

They’ve learned what helps you feel comfortable and what situations you find challenging.

Then, unexpectedly, they leave.

Now you may need to start the search again.

You might need to advertise, interview, check suitability, organise introductory meetings and gradually build trust with someone new.

For some participants, particularly those who find changes in routine difficult, this can be unsettling.

A small provider with an established team may be able to make that transition easier.

Instead of beginning the entire recruitment process from scratch, you may already know another suitable worker within the same team.

And because the provider has an ongoing relationship with you, there’s someone who can help coordinate the transition.

The relationship with an individual support worker matters enormously. But having a trusted team around that relationship can provide additional reassurance.

4. The secret isn’t having lots of workers. It’s having the RIGHT workers.

I want to make something very clear.

Simply having ten or twenty support workers on a roster doesn’t automatically make a provider better.

In fact, sending unfamiliar workers who don’t understand a participant’s needs can undermine the very benefits we’re discussing.

That’s why I take a different approach at 24/7 Support Services.

I personally meet and get to know every new participant before recommending a support worker.

And when I say get to know them, I mean much more than asking what days and hours they need.

I want to understand:

• Their personality and communication preferences
• Their interests, hobbies and favourite activities
• Their NDIS goals and what they’d like to achieve
• Their routines and the things that make them comfortable
• Their preferences for the personality and approach of a support worker
• Any relevant support needs, boundaries and considerations
• What has and hasn’t worked in previous support relationships

I also want to hear from family members and support coordinators when the participant wants them involved.

Then I consider which members of our team might be the best fit.

For example, if someone loves football and wants to become more active, Big Al could be a great option.

If someone prefers a quieter personality and enjoys thoughtful conversation, another worker might be more suitable.

But I never assume a match will work simply because it looks good on paper.

The participant gets a say. And if the match isn’t right, we work together to find someone more suitable.

Because the right support worker isn’t necessarily the most experienced person available.

It’s the person whose skills, approach and personality suit that particular participant.

5. Why a small, owner-operated NDIS provider can be a great choice

Not all NDIS providers operate the same way.

Large organisations may have extensive staffing resources and established systems.

Independent support workers may offer excellent one-on-one relationships.

But a small, owner-operated provider can offer something particularly valuable when the owner is genuinely involved.

Personal accountability.

At 24/7 Support Services, I’m not simply a name on the business registration.

I’m directly involved in meeting participants, understanding their needs, matching support workers and helping address concerns.

When a regular worker is unavailable, I try to find a suitable solution.

And where appropriate and possible, that sometimes means turning up and providing the support myself.

I believe participants and families should know who they’re dealing with.

They should feel comfortable asking questions, raising concerns and requesting changes.

They should never feel like they’re just another shift on a roster.

Being a small provider isn’t automatically an advantage. Being a small provider whose owner genuinely cares and stays involved can be.

6. Does choosing a provider mean giving up choice and control?

Absolutely not.

Participants should remain central to decisions about their supports.

Choosing a provider doesn’t mean accepting whichever worker happens to be available.

At 24/7 Support Services, our approach is built around involving participants in choosing the people who support them.

You can discuss your preferences, meet proposed workers and tell us if a particular match isn’t right.

You can also choose whether having one regular worker or a small group of compatible workers would suit you better.

The purpose of having a team is to increase your options, not take away your choices.

7. Independent support worker or small provider: which is better?

There isn’t one answer for everyone.

The right arrangement depends on the participant’s preferences, goals, needs and the quality of the people involved.

A provider with poor communication or constantly changing staff may be less suitable than an excellent independent worker.

But a small provider that takes matching seriously and maintains a familiar team can offer a compelling combination of personal service, flexibility and continuity.

Frequently Asked Questions

Is it better to have more than one NDIS support worker?

For some participants, yes. Having two or three compatible workers may provide different skills, interests and activity options, while also making it easier to manage absences. Other participants prefer one consistent worker. The right approach should reflect the participant’s preferences and goals.

What happens if my NDIS support worker goes on holiday?

An independent worker may arrange a replacement or help with a handover, but this depends on the arrangement. A provider with a team may be able to offer another suitable worker. Replacement availability should always be confirmed rather than assumed.

Can I choose which support worker a provider sends?

You should discuss worker selection, introductions and replacement arrangements before starting services. At 24/7 Support Services, participant preferences are central to our matching process, and we welcome feedback when a match isn’t suitable.

What types of NDIS funding can I use with 24/7 Support Services?

We work with plan-managed and self-managed NDIS participants for eligible supports.

Does a small provider offer better continuity of care?

It can, particularly when the provider maintains a familiar team, plans for absences and involves participants in replacement decisions. However, continuity depends on actual worker availability and good communication, not simply the size of the business.

Looking for Personalised NDIS Support in Ipswich or Brisbane?

If you’re looking for a support worker in Ipswich, Springfield Lakes, Brookwater or Greater Brisbane, I’d love to have a conversation.

I’m David Anvari, the owner of 24/7 Support Services.

Rather than immediately assigning someone from a roster, I personally take the time to understand your personality, interests, preferences and NDIS goals.

Then we explore which support worker — or combination of support workers — might suit you best.

Our focus is on personalised everyday living assistance, community access and helping participants work towards meaningful goals.

You deserve more than simply having someone available. You deserve people who are right for you.

Contact me for a friendly, no-obligation conversation.

David Anvari
Owner | 24/7 Support Services

Phone: 0413 838 881
Website: www.247supportservices.au

Supporting plan-managed and self-managed NDIS participants across Ipswich, Springfield Lakes, Brookwater and Greater Brisbane.

Related NDIS guides

If you’re preparing to meet a worker, take the questions from our guide to choosing an NDIS support worker in Ipswich. Find both guides in NDIS Advice & Resources.