Independent Support Workers vs Agencies: What's Best for You?


When it comes to choosing the right support under the NDIS, you’ve got options — and one of the biggest decisions is whether to go with an independent support worker or work through an agency. Like all things in life, both have their perks and pitfalls.

So how do you know what’s right for you (or your loved one)? Let’s break it down.


The Pros of Hiring an Independent Support Worker

1. More Choice and Flexibility

With independent workers, you often have more say over who supports you and how. Want someone who loves dogs and is cool with helping at the beach? You can find them. You can also negotiate your own schedule and routines without going through a third party.

2. Potentially Lower Costs

Since independent workers don’t have the overheads that agencies do, they might charge less. That can mean your NDIS funding goes further — more hours, more support, more time for the things that matter.

3. Consistent Support from One Person

When you hire someone directly, you're more likely to build a relationship with one individual, rather than having a rotating roster of staff. That consistency can make a big difference, especially when trust and comfort are essential. 


The Cons (and Things to Watch For)

1. You’re the Boss — and That Means Extra Responsibility

When you hire an independent support worker, you’re essentially running your own mini support service. You’ll need to manage bookings, communicate needs clearly, handle any issues, and keep things professional.

2. Compliance is Up to You

This is a biggie. It’s the client’s responsibility to ensure their independent support worker is NDIS-compliant. That includes checking for:

  • Valid ABN
  • Relevant qualifications and training (especially for personal or complex care)
  • Insurance (public liability, professional indemnity)
  • Police checks and Working with Children Checks
  • Service agreements in writing
  • Clear complaint and feedback pathways

Many people think it's just about finding someone kind and capable — but if your support worker doesn’t have proper policies or insurance, you could be left exposed if something goes wrong.

3. No Backup if They’re Sick or Unavailable

Independent workers usually operate solo. If they’re unwell, go on holiday, or have an emergency, you’re on your own unless they have a trusted fill-in.


Why Some People Prefer Agencies


Agencies (also known as registered NDIS providers) handle the admin side of things — so you don’t have to.


They’ll make sure workers are:


✔️ NDIS-compliant


✔️ Vetted and insured


✔️ Replaced if unavailable


✔️ Supported by ongoing training


You’ll also often have access to care coordinators and a wider team who can help adjust services if your needs change.


Sure, the hourly rate might be higher — but for many, the peace of mind is worth it.




So… Which One is Better?

It depends on what you value most.

  • If you want full control and are happy managing the details — an independent support worker might be the way to go.
  • If you’d rather leave the admin to someone else and want the backing of a structured team — an agency could suit you better.

There’s no one-size-fits-all answer, but it’s important to go into it with eyes wide open. Whichever path you choose, make sure your support worker (or agency) meets the requirements for quality and safety under the NDIS.


Support should feel supportive — not stressful.

The most important thing is finding someone (or a team) who understands your goals and helps you live life on your terms — safely, respectfully, and joyfully.


Need a Hand?

At Focused Well-Being Services, we’re a trusted NDIS provider dedicated to making support simple, safe, and reliable. You or your loved ones deserve quality, compliant care — and we’re here to deliver it with clarity and compassion.

Reach out today — we’d love to support your journey.




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