HelpAlong e-Brochure 
We want to share a couple of reminders that make a real difference — not just for the people we support, but for each other.
Letting us know when you can’t make a shift
Life happens, and we understand that. As a casual, you have the flexibility to decline shifts — that is part of how casual work is designed. What we are asking is that when you know you can’t make it, you let Oncall or Scheduling know as early as you can, and where possible, aim for 24 hours notice.
When we get short notice, someone else on the team has to step in at the last minute. That often means a colleague stays back late, rearranges their day, or picks up a shift they weren’t expecting. And for the client, a last-minute change to who is coming through their door can be unsettling.
A quick message with as much notice as you can give goes a long way.
If you know you can’t make a shift, please contact On Call or Scheduling as soon as possible — 24 hours notice is the goal.
Your obligations as a support worker
The NDIS Code of Conduct applies to every worker in the sector — casual, part-time or full-time. One of its core obligations is to deliver supports in a safe and competent manner, and to promptly raise any concerns that could affect the quality or safety of a client’s support. Early notice when you can’t attend a shift is one practical way you meet that obligation. It gives the team time to find the right person, brief them properly and make sure your client’s day stays as consistent as possible.
The Code also reflects something more fundamental — the right of every person with a disability to receive support that is reliable and respectful of their routines and choices. When shifts change at the last minute without enough notice, that right is harder to uphold.
Allowing time around your rostered shift
We are also encouraging all support workers to allow around 15 minutes either side of their rostered shift for a proper handover with the incoming or outgoing worker.
We want to be clear — this time is not rostered and is not paid. It is simply something we encourage because it makes a genuine difference. A good handover means the next worker knows what has happened, what the client needs and where things are up to. It means nothing falls through the cracks.
When handovers are rushed or skipped, clients feel it. And so do the workers coming on shift who have to piece things together on the fly.
Where you can, plan to arrive a little before your shift starts and stay a little after it ends to connect with the worker handing over to you.
Why handover matters for your client
Good handover practice is well-recognised across the disability support sector as one of the most direct ways a worker can protect the quality of care their client receives. When you share clear information at the end of your shift — what happened, how your client was, anything that needs following up — you are giving the next worker everything they need to step in without disruption.
Reading the previous shift notes before you start and completing your own before you leave is part of this. Shift notes are not just paperwork — they are how you communicate with the rest of your client’s team and demonstrate the care you have provided. Under the NDIS Code of Conduct, delivering supports in a competent manner includes making sure the people who come after you are set up to do the same.
Why it matters for all of us
Both of these things come back to the same idea — when we look out for each other, our clients experience better, more consistent support. You are part of a team, and small actions have a ripple effect on the people around you.
Thank you for everything you do. If you have any questions, please reach out to your coordinator.
