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Beyond the Roster: What It Really Takes to Support Complex Participants

07 April 2025

Reading Time: 3 minutes

Supporting high-needs participants is far more than a simple roster of shifts and tasks. It requires a nuanced approach—an understanding of their unique needs, the ability to adapt to changing circumstances, and a strong foundation of trust between support workers and participants.

At Hikma House, we’ve learned that true, high-quality care doesn’t come from a formulaic approach, but from recognising the humanity of every participant and the value of genuine relationships.

In this blog, we’ll pull back the curtain on what it really takes to support complex NDIS participants. From relationship-building to effective crisis management, there’s so much more to consider than just a roster.

Building Relationships, Not Just Support

When you’re supporting a participant with complex needs, connection is key. It’s not just about knowing someone’s name and their favourite hobby, but understanding their triggers, their desires, and their emotional landscape. For high-needs participants, having a strong, trustworthy support worker can make the difference between feeling isolated or feeling empowered.

At Hikma House, we focus on building relationships that go beyond surface-level interactions. Our staff are not only highly trained to listen actively and respond with empathy, but they are also carefully selected to match the unique needs of each participant. This personalised approach ensures that the right support worker is there to foster a deeper connection and create a safe, understanding environment. This foundation of trust and respect helps us deliver tailored support that truly meets the participant’s needs.

Proactive Training for Complex Care

When you’re supporting participants with complex needs, every day can present new challenges. That’s why we invest in ongoing, specialised training for our team. It’s not just about ticking boxes; it’s about empowering staff with the skills and knowledge they need to manage a wide range of situations—from behavioural support to crisis intervention.

Crisis Management: A Well-Prepared Team Makes All the Difference

It’s not a question of “if” but “when” a crisis will occur. Whether it’s a behaviour of concern, a medical emergency, or a challenging change in circumstances, the ability to manage a crisis effectively is critical in providing the best care.

At Hikma House, we don’t shy away from these tough situations. We prepare our team to stay calm, collected, and compassionate, ensuring that our participants feel safe and supported during even the most difficult moments. We believe in providing our staff with the tools they need to manage crises with professionalism and care.

The Unseen Work Behind the Scenes

Most people see the roster and assume it’s just about covering shifts, but there’s so much more to it. Behind every successful shift, there’s coordination, planning, and constant communication. From tracking progress notes to checking in with families, staff, and other professionals, our team is constantly working behind the scenes to ensure that everything runs smoothly.

We’re not just ticking boxes on a roster—we’re ensuring that every aspect of the participant’s care plan is followed through, adjusted when needed, and always prioritised.

The Power of Supportive Networks

No one can do this alone, and it’s essential that every participant’s care plan involves a collaborative approach. Support coordinators, family members, healthcare professionals, and therapists all play a critical role in delivering holistic care. At Hikma House, we prioritise building a strong network of trusted partners, so our participants always have the support they need, no matter the circumstance.

By working closely with a wide range of specialists, we can ensure that our participants get the full spectrum of support they deserve.

Supporting complex participants isn’t a one-size-fits-all job. It requires careful planning, personalised care, and a team that’s ready for anything. At Hikma House, we’re committed to going beyond the basics, focusing on what truly matters—building trust, creating strong support networks, and providing the best care possible for every individual.

We’re here to work with families, support coordinators, and other professionals to ensure the best possible outcomes for high-needs participants. Together, we can make a real difference.

Interested in learning more about how we support participants with complex needs? Get in touch with us today to see how we can collaborate to deliver the best outcomes.