Supporting Individuals with Complex Needs in the NDIS
12 March 2025
In the NDIS space, it’s easy to get caught up in labels—diagnoses, funding categories, support plans. But here’s the reality: people are more than a list of conditions on a report. They have personalities, preferences, and potential. For individuals with complex needs, this is even more critical. Their support often involves multiple providers, specialised interventions, and a deep understanding of their unique challenges. So, how do we move beyond the diagnosis and deliver truly impactful support? Let’s talk about it.
Table of Contents
Understanding the Individual, Not Just the Condition
Labels help with funding and services, but they don’t define a person. For individuals with complex needs, a diagnosis may only be a small part of the picture. Many face overlapping challenges—intellectual disabilities, mental health conditions, behaviours of concern, or significant physical needs. True person-centred support means looking past the paperwork and focusing on the person—what they enjoy, how they communicate, and what makes their day better.
Behaviour is Communication
For people with complex needs, verbal communication may not always be possible, which makes understanding behaviour even more important. A ‘behaviour of concern’ isn’t just something to be managed—it’s a message. Instead of focusing on controlling behaviours, the real question is: What is this person trying to tell us? Maybe it’s frustration, unmet needs, or sensory overload. By understanding the ‘why’ behind the behaviour, we create better outcomes and stronger relationships.
Rather than viewing behaviours as ‘problems,’ we should see them as opportunities to adapt our approach. Small adjustments—reducing noise, changing routines, offering alternative communication methods—can make a world of difference, particularly for those with high-intensity support needs.
One Size Fits No One
Two people with the same diagnosis can have completely different support needs, and this is especially true for individuals with complex needs. That’s why cookie-cutter approaches don’t work. Personalised support means tailoring environments, routines, and interactions to what actually works for the individual. It’s about getting creative, being flexible, and listening—really listening.
Take sensory preferences, for example. Some people thrive in quiet, structured environments, while others may need more movement and stimulation. A rigid, ‘one-size-fits-all’ model fails to account for these differences, which is why a flexible, responsive approach is key. For those with complex needs, the ability to adapt support strategies on a daily basis is crucial.
The Power of the Right Team
Supporting individuals with complex needs requires more than just qualifications—it requires patience, intuition, and a commitment to truly understanding each person. A great support team isn’t just trained—they’re adaptable and genuinely invested. It’s not just about checking boxes on a shift report; it’s about recognising when a participant is having a tough day and adjusting support accordingly. The right team transforms ‘care’ into something meaningful.
The best teams understand that their role is to support, not take over. Instead of doing things for participants, they do things with them—encouraging independence, problem-solving together, and making space for self-expression. This is especially vital for individuals with complex needs, where trust and consistency are essential in building strong support relationships.
Empowerment Over Dependence
The goal isn’t just to provide support—it’s to build confidence, independence, and quality of life, even for those who require high levels of assistance. Whether it’s helping someone develop new skills, make choices, or engage in their community, every interaction should be a step toward greater autonomy.
For some, empowerment might mean learning to use assistive technology to communicate. For others, it could be building confidence in social situations or participating in community activities. Whatever it is, the focus should always be on increasing choice and control in their lives, even in small but meaningful ways.
Creating a Future Where Participants Thrive
At Hikma House, we know that real support starts with seeing the person first, not just the paperwork. This is even more crucial when working with individuals who have complex needs. It takes specialised knowledge, the right team, and a commitment to truly understanding each person’s unique strengths and challenges.
By shifting the focus from diagnosis to individuality, from control to collaboration, and from limitations to possibilities, we’re not just providing care—we’re changing lives.
Want to learn more about our approach? Let’s chat.