Humans of Nextt: What great support looks like before a shift starts

When people see a Disability Support Worker out in the community, they often only see a small part of the role. 

What they don’t see is everything that goes into making those moments meaningful. The planning, the preparation and the quiet moments spent learning what someone enjoys, how they communicate and when a change of plan is the right decision. It’s this work behind the scenes that allows support to be shaped around the individual, not just the schedule. 

For Amy, a Disability Support Worker in our Adelaide team, those moments are just as important as the time spent out in the community. 

Amy has supported the same person for more than two years. When their family moved to Nextt in mid-2025, they asked Amy to come too. It’s a reflection of the relationship Amy has built with her client, and the thoughtful approach Amy brings to every shift. 

Below, Amy shares what happens behind the scenes before every shift, and why it’s often the small decisions no one sees that have the biggest impact on the person she supports. 

Every day starts with a plan, but not a fixed one

Before Amy heads out into the community with her client, she’s already preparing for the day ahead. 

She reviews her client’s support plan, checks in with family if there are appointments or important updates and considers any risks and plans a range of activities they might enjoy. It’s all about making sure the day can adapt to the person, rather than expecting the person to adapt to the plan. 

“It’s important to have several different plans, not just the one plan. You don’t know what sort of mood your client’s going to be in and whether that’s what they want to do for the day. So, it’s important to have options in place,” Amy says. 

And while every shift might start with ideas for the day, Amy says the person she supports always has the final say.  

“Some days, my client might be ready to head out and explore the community. Other days, they might prefer something quieter. I always suggest something but at the end of the day, it’s up to him whether he would like to do it or not. It is always his decision,” she says. 

Listening looks different for everyone

Amy supports someone who is non-verbal, so communication isn’t always about words. 

Instead, Amy says it’s about paying close attention to body language, facial expressions, gestures and the small cues that can easily be missed. 

“I pay close attention when he’s communicating to me. I give him eye contact. I make sure that I’m engaging with him and showing him that he has my attention and that I’m trying my best ability to understand what he is trying to communicate to me,” Amy explains. 

Learning how someone communicates takes time. Amy says it’s meant understanding when to ask questions and when to simply observe. 

“Definitely body language, facial expressions… asking questions in the beginning, but then knowing when to not keep asking questions.” 

It’s a reminder that feeling understood isn’t always about having the right words. Sometimes it’s about having someone who takes the time to notice the little things. 

One simple question guides every shift

Amy says the way she supports people has been shaped by her own life experiences. 

Watching her mum navigate significant health challenges has influenced how she approaches every interaction. 

“I support clients in a way that I know how I would want to be supported and treated. If I was in that situation, how would I want to be treated, and how would I want to be looked after?” Amy says. 

It’s a mindset that influences every decision Amy makes, from how she prepares for the day to how she responds when the plan changes. Often, it’s those unseen moments that have the greatest impact on the support someone receives. 

What separates good support from exceptional support

When asked what separates a good Support Worker from an exceptional one, Amy’s answer isn’t about experience or qualifications. 

It’s about taking the time to really know the person you’re supporting. 

“A support worker who really knows their client. Not just rocking up for shift and just getting the job done but really knows their client and engages with their client,” Amy says. 

That understanding isn’t built during one conversation. It’s shaped by hundreds of small interactions over time, remembering what works, recognising what doesn’t and continuing to adapt as the person’s needs and preferences evolve. 

Support built on knowing the person

Amy’s story is a reminder that great support isn’t about ticking boxes. It’s about patience, preparation and genuinely getting to know the person you’re supporting, session after session, year after year. 

If you’re a support coordinator or family looking for a provider whose support workers bring this level of care to every shift, we’d love to talk.  

Contact Nextt to find out more about our approach to matching clients with the right support worker. 

If you’re a support worker who shares Amy’s approach to care, we’re always looking for people who want to make a real difference. 

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