How to use this checklist
This checklist helps independent support workers onboard new participants with clarity and professionalism. Each step helps streamline communication, confirm funding and support type, and set clear expectations.
Use a fresh downloaded or printed copy for each participant. Keep participant information in your own secure records.
Step 1: Initial consultation
- Schedule an initial consultation with the participant and appropriate people they want involved.
- Discuss participant goals, needs and challenges.
- Clarify support expectations: frequency, hours and types of assistance.
- Identify key preferences, routines and support styles.
- Discuss boundaries, communication methods and emergency protocols.
Tip: Use open-ended questions like, “What does a good day of support look like for you?”
Step 2: Confirm NDIS funding & service suitability
- Verify how the participant’s funding is managed.
- Confirm the relevant funding categories and line items for your services.
- Ensure the participant understands their budget and how your services align with it.
- Discuss invoicing and payment, including plan manager contact details if applicable.
- If unsure, ask the participant to clarify arrangements with their plan manager or relevant support contact.
Tip: Develop a good working relationship with plan managers and coordinators. Confirm whether your provider registration and the planned services suit the funding arrangement.
Step 3: Gather essential documentation
Collect or verify the information relevant to your support:
- NDIS number and plan review date, where needed.
- Emergency contacts and key support team members.
- Relevant medical, therapy or behaviour support plans.
- Risk assessments or alerts, such as mobility, medication or safety concerns.
- Necessary background information, including communication strategies.
- Relevant safety plans and reporting requirements.
Tip: Clear, securely stored documentation helps reduce risks and improve service quality.
Step 4: Create & customise the service agreement
Use the Service Agreement Template and customise it for the participant. Clearly outline:
- Services provided and relevant NDIS line items.
- Hourly rates, invoicing schedule and an appropriate cancellation policy.
- Agreement duration and review process.
- Responsibilities of both worker and participant.
Send a draft for review and discuss any concerns.
Step 5: Send & review the service agreement
- Email or provide a printed copy for participant review.
- Allow time for questions or suggested changes.
- Review and sign the agreed version, with an authorised representative where appropriate.
- Ensure both parties keep a copy.
- Store your copy securely.
Tip: Discuss and document the agreement before beginning support. Check the requirements applying to the services and funding arrangement.
Step 6: Set up key processes & communication
- Confirm the participant’s preferred communication method.
- Agree how you will track progress and provide updates.
- Set expectations for cancellations, rescheduling and emergency contacts.
- Discuss any reporting to the plan manager, coordinator or family, with appropriate authority to share information.
Tip: Setting clear expectations now helps prevent miscommunication later.
Step 7: Schedule the first session
- Confirm the date, time and location.
- Ensure you have the relevant support plans and participant details.
- Prepare materials, activities or resources needed.
- Send a session reminder using the agreed communication method.
- Follow up afterwards and gather feedback.
Tip: A positive first session builds confidence and trust.
Common mistakes & best practice
Avoid skipping the consultation, leaving funding arrangements unclear, using vague policies or failing to follow up.
Explain your role, services and expectations upfront. Be clear about pricing and invoicing from day one. Maintain regular communication and documentation, and update the agreement when circumstances change.
Follow-up plan
One-week check-in
Ask how the participant feels about the service so far. Discuss any adjustments to support or scheduling and provide any extra guidance needed on invoicing or documentation.
Ongoing check-ins
Keep communication open and regularly review progress. Ask whether the participant remains satisfied with the support. Keep track of relevant plan review dates and update agreements as needed.