How we train
The person who comes to you has been trained for it.
Every module our support workers complete is listed below — what it covers, and what it’s meant to change about the way you’re supported.
If there’s something you want to know that isn’t here, ring and ask.
Before anyone works with you
Three things, every time, no exceptions.
NDIS Worker Screening Check
A national background check, not a police check. It has to be current and it has to be cleared before anyone is rostered to you.
The NDIS Code of Conduct
The rules every worker is held to. They aren’t ours — they’re the Commission’s, and they cover how you’re spoken to, your privacy, and your right to make your own decisions.
An induction with a real person
Not a form. New workers are walked through how we do things, who to ring when they’re unsure, and what to do if something goes wrong on a shift.
The NDIS Code of Conduct at WTC
The eight rules every NDIS worker is held to, and what each one asks of the person supporting you.
They're not our rules, they're the Commission's. If a worker breaks one, you have somewhere to go that isn't us.
Complaints, feedback and speaking up
How to take a concern seriously, what happens once a complaint is made, and when it has to go to the NDIS Commission.
Telling us something is wrong should not be hard work, and it should never cost you your support.
The WTC Way — values, professionalism and presentation
How our workers present, how they identify themselves, and how they conduct themselves in someone's home.
You know who is at your door before you open it, and they behave like a guest in your home.
Professional boundaries
How to be warm and professional at the same time, what's appropriate to discuss, and how to say no kindly.
You get a real relationship with the person supporting you, without it drifting somewhere that isn't safe for either of you.
Choice, control and dignity of risk
What it means for you to lead your own life, what makes a choice genuinely informed, and how to support your right to take a risk.
Your decision stays yours. Their job is to make sure you have what you need to make it, not to make it for you.
Duty of care and assertive risk management
Reading a situation that's turning, moving away from it safely, and what has to be reported afterwards.
Someone who can tell the difference between a risk you've chosen and a risk you're in.
Privacy and information management
What we record, who can see it, and how long we keep it.
What we know about you stays with the people who need it to support you.
Case notes and shift documentation
What belongs in a case note, how to write one that's factual and useful, and why it matters at plan review.
When your plan comes up for review there's a written record of what actually happens on your shifts, not a guess.
Infection prevention and control
Hand hygiene, choosing protective equipment that matches the task, and what to do if someone becomes unwell mid-shift.
The person coming into your home isn't bringing anything in with them.
Emergency response and clinical escalation
Telling an urgent deterioration from a non-urgent one, across the main body systems.
If something is wrong they call for help early. If it isn't, they don't put you through an ambulance you didn't need.
Private homes and dependents on shift
Why you can't be taken to a worker's home, and why children can't come along on a shift.
The rule is the same for everyone, and your worker can explain the reason rather than just enforce it.
Whenever it’s needed
What we train, and what it means for you.
Our support workers can pick any of these up at any time, admin included — they don’t wait to be told. The second line is the part that matters: what the training is supposed to change about your day.
When a shift gets cancelled
You’re paying for the hour either way. We’d rather it did something for you.
If a shift is cancelled at short notice and we can’t offer it to another participant, the NDIS rules mean it still comes out of your plan. That part isn’t ours to waive. What your support worker does with the hour is ours to decide — so they spend it training, on the things that make them better at supporting you.
It isn’t busywork to justify the invoice. It is the same programme above, brought forward.
And if there’s something you’d like them to learn, ask us.
How to run a Dungeons & Dragons campaign so your shifts are more fun. How to cook the thing you actually want to eat. If it would make your support better, tell us and we’ll build the training for it.
Not a one-off
Once a year isn’t training. It’s a certificate.
Plenty of providers do an induction, tick a box, and never mention it again. We run a session every month, staff pick up modules in between, and we keep a record of who did what and when.
The last Wednesday of every month
Every staff member in the one room. We go through the month that’s been, then run a training session — changes to the NDIS, and whatever else will make the support better.
Modules they complete themselves
Online, in their own time, and whenever they choose to — not only when we ask. There’s a quiz at the end so it isn’t just watched.
A record we can show you
Every module, every person, every date. If you want to know whether the worker coming to you has done a particular training, ask.
