Way to supervise: Informal ongoing contact
This includes check-ins and asking the worker to bring up any questions or issues as part of day-to-day contact. This might involve giving on-the-spot positive feedback for an interaction or task well done. Or quick advice about issues you can deal with easily. It also includes discussing matters like leave, shift times, wages and so on.

How and when to do it:
Face-to-face:

• at the start or end of shifts
• during a shift when there is free time, such as waiting for laundry or waiting for an appointment
• video call – phone or app.

Way to supervise: Debriefing
When there has been an issue or incident, a debrief is a way to discuss:

• what happened
• what actions might be needed straight away
• what everyone can learn. 

Debriefs are a good way to support the wellbeing of workers. And, if needed, plan what to do to reduce risk.

How and when to do it:
Follow up straight after an incident by: 

• text message
• voice call.

Or face-to-face:

• video call – phone or app
• in person.

Way to supervise: Information sharing
Sharing information includes giving the worker general information they need to do their job. For example, about:

• work health and safety
• changes to your support needs
• changes to work rosters and the work setting 
• who to contact or what to do in an emergency.

Debriefs are a good way to support the wellbeing of workers. And, if needed, plan what to do to reduce risk.

How and when to do it:
Email, text message, group chats, social media apps.

Way to supervise: Scheduled supervision sessions
You can do this in different ways. It will depend on how often you see a worker, or if you’re taking part in a set supervision session with a provider. If you see a worker regularly and give ongoing feedback through check-ins, you could have a set supervision session every 6 months. Or once a year. 

You can use this to discuss changes in your needs or the worker’s training needs. With a provider, there might be a set session when there are detailed or complex issues to discuss. 

How and when to do it:
Face-to-face:

• video call – phone or app
• in person.

Way to supervise: Coaching
Coaching includes:

• showing someone how to do something
• shadowing – the worker watching how someone else works
• giving feedback in the moment.

It can also include helping the worker to think about their own practice and discuss what went well and what they can improve. This can help a worker gain confidence in finding ways to solve problems.

How and when to do it:
Face-to-face:

• in a buddy shift
• in person.

Way to supervise: Reflect and review
This involves giving the worker a real or imagined situation and asking them to discuss what they would do. If it’s a real situation the worker was part of, they can suggest what they could do differently to get a better result. This approach is often used for more complex types of support. 
For tips on running reflective practice discussions, download our reflective practice tip sheet.

How and when to do it:
Face-to-face:

• video call – phone or app
• in person 
• in a buddy shift.

What to think about: The type of work

Tips and questions to ask:
Some types of services and supports are more complex than others. These need higher levels or different kinds of supervisor support and debriefing. For example, high intensity health or behaviour supports. Workers in these cases might need support from a health or positive behaviour support practitioner. 
If you use a provider, this should be part of their supervisor role. If you directly employ workers, think about whether you need a specialist to coach or supervise them now and then.

What to think about: Who is involved in supervising

Tips and questions to ask:

• If you use a provider, different people might have different duties. For example, one role might manage rosters or keep track of worker hours. A health practitioner might supervise certain types of specialised supports. Another role might supervise day-to-day activities.
• If you're using a provider, it’s important to be clear about who coordinates the workers who support you. And who the main contact is for supervision of workers. 
• If you directly employ workers, do you have other informal supports also interact with them? For example, partners, family members, friends or housemates. If so, it’s important to be clear about who is in charge and giving feedback. You might need to think about what happens in an emergency. For example, who can communicate with and supervise the worker if you are not able to give direct feedback? 

What to think about: Communicating and checking in

Tips and questions to ask:

• If you’re using a provider, you should find out how they’ll check in with workers. This is so the check-ins don’t disrupt your supports and also so you can be involved in giving feedback. The provider should consider your situation and different options for check-ins. 
• When you directly employ and supervise workers, you need to build regular check-ins into shift times so the worker expects these. Plans for check-ins could include: 
  • Checking in with the worker at the end of each shift
  • How the worker will check in with you if they’re ill or need a debrief after an incident, for example by calling or texting 
  • Having in-person performance review meetings every 6 months to discuss how things are going. This includes discussing work issues and capability development progress or needs
  • Taking part in a meeting of the team of workers you employ.

What to think about: The worker’s level of experience and time working with you

Tips and questions to ask:

• If the worker is new to NDIS work they will need more intensive support while they learn the work and develop confidence. This is also the case if the worker is learning a new type of support. If you are the supervisor, you’ll need to: 
  • Allow time for more regular check-ins with the worker
  • Make sure they have the skills and knowledge they need
  • Make sure they understand the requirements set out in the NDIS Code of Conduct and in the Framework. 
• If you’re using a provider, it’s their responsibility to make sure the worker has the support, skills and knowledge they need. But you can ask and check this is covered.
• If the worker is new to working with you, they’ll need an induction or orientation session. This is a way to introduce them to the basics such as your goals, your needs, work safety and the systems you use. You could also use the NDIS Worker Orientation Module: Quality, Safety and You for workers you directly employ. The provider supervisor should introduce procedures and systems to do with the organisation.

What to think about: Review of performance

Tips and questions to ask:

• How will you observe and assess the worker to check that they delivered supports and services and met required standards? A provider should have a way to assess the worker that covers both what they did and how they did it. The supervisor and worker should discuss a plan for assessment and for giving feedback.
• If you directly employ workers, you could give feedback in the moment or at a planned review session.
• The way you assess the worker should suit the type of support. For example, if the worker gives high risk supports, you may need help from an expert to assess the workers are working as expected. The Supporting Workers to Learn guide gives more advice.

What to think about: Sharing feedback

Tips and questions to ask:
Sharing clear, honest feedback is a key part of a good relationship between supervisor and worker. This includes feedback about good work as well as about issues and what needs to improve. Our Working Together - Having Conversations with Workers guide and feedback tip sheet have more advice on this important part of supervising.