Helensvale · Gold Coast
Our support workers
Letting someone into your home is a big thing to ask. This page explains how our support workers are checked before they start, how we match them to you, and what happens if the person we send isn’t the right fit.
The honest answer
Most provider websites answer this with photographs of people smiling. We’d rather answer it with facts, because a photo doesn’t tell you whether someone has been checked.Every support worker we send has been screened, cleared and inducted before their first shift, and none of that is optional or up to us. It’s set by the NDIS Commission and by Queensland law, and we’re audited on whether we’ve done it.
What we do control is who we choose, how carefully we match them to you, and what happens when a match doesn’t work. That’s the part this page is really about, and it’s the part that decides whether support feels right or merely adequate.
Before day one
No support worker begins with you until all four of these are done. In Queensland the first one isn’t a company policy, it’s the law.
Screening
Most people picture a police check, which is really a snapshot of someone’s record on one day. The NDIS Worker Screening Check is different. It’s a risk assessment, it lasts five years, and it’s monitored the whole time, so if something new comes up during those years, criminal or disciplinary, it’s picked up then rather than waiting for a renewal.
Clearances are recorded in a national database, which means they can be verified rather than taken on trust. In Queensland the rule is no card, no start: a worker legally cannot begin in a risk assessed role until they’re cleared. There’s also a condition on our own registration worth knowing about. Because we deliver personal supports, we’re required to carry out a risk assessment where a participant chooses to be supported by a single worker, and that condition is published on the public register alongside our listing.
Matching
Availability is the last thing we look at, not the first. Before we suggest anyone, we want to understand how you like things done.
Your routines, your preferences, how you like to communicate, and what makes a day go well or badly.
Personality, communication style, interests and life experience, alongside the support you actually need.
Some people want a face to face introduction before anything starts. Others prefer a quick chat with the office.
The role
Being clear about this early saves a lot of frustration later, so here it is plainly. You can see the full range of supports we provide on our services page.
Personal care, help around the home, getting out into the community, transport, and building everyday skills.
Not a support coordinator, a plan manager, a therapist or a nurse. We’re not registered for any of those.
Consistency
Every provider promises you’ll see the same worker every time. We’d rather tell you how it actually works. We build your support around a regular person and protect that as hard as we can, because consistency is the difference between explaining your routine every week and simply being known. But people take leave and people get sick.
When that happens we’ll tell you ahead of time where we can, and we’ll try to send someone who already knows you rather than whoever happens to be free. And if the person we’ve matched you with just isn’t right, tell us. We’ll listen, talk through what isn’t working, and arrange someone else. It isn’t a complaint and it shouldn’t feel like one. No awkward conversations required.
Our standards
Screening gets someone through the door. These are the things we keep asking of them afterwards, long after any audit is finished.
Reliability is what participants tell us matters most, and it's the easiest promise in this industry to break.
Support should expand your choices, not replace them. That means asking rather than assuming.
Your culture, faith, language and household come first. Support fits around them, not the other way round.
FAQs
They hold an NDIS Worker Screening clearance, which goes further than a police check. It’s a five year risk assessment with ongoing monitoring, so new criminal or disciplinary information is picked up during those years rather than only at renewal.
That’s what we aim for and we protect it where we can. Leave and illness still happen, so we’ll let you know ahead of time where possible, and try to send someone who already knows you rather than whoever is available.
Tell us and we’ll change it. Personal fit matters and not every match works first time. We’ll listen without judgement, talk through what isn’t working, and arrange someone else. You don’t need to justify it or soften it first.
Yes, and we’d encourage it. A short introduction beforehand takes the edge off and lets you get a feel for the person. Some people would rather have a quick chat with our office instead. Either is completely normal.
Every worker completes the NDIS Worker Orientation Module and our own induction before their first shift, then works under supervision. Qualifications and experience vary by role, so ask us about the person being matched to you and we’ll tell you honestly.
No. Support workers deliver supports, they don’t manage plans or budgets. We’re not registered for support coordination or plan management, so if you need either, we’ll point you towards someone who is.
Yes, where transport is part of your plan. We’re registered for travel and transport support, and any travel costs are set out in your service agreement before support starts, so there are no surprises.
Here to help
Get in touch and we’ll talk through what you need, then be straight with you about who we have in your area and when they could start. If we’re not the right fit, we’ll say so.
Support coordinator? Send a referral and we’ll be in touch.
Loving Hearts Care Group is a registered NDIS provider, ABN 99 674 548 862. Our registration is listed as Approved on the NDIS Provider Register and is in force until 27 March 2029.
