Independent support work can be incredibly rewarding, but it also t.comes with its fair share of challenges. When you’re out in the field, you don’t always have a team around to problem-solve with you. You might find yourself thinking, What do I do if…?
In this blog, we explore five tricky situations that independent support workers often face—and how to navigate them with confidence. Plus, we’ll show you how Blueset can help you stay on top of things and where you can access additional training through our partner, Huddle Community Services.
1. What do I do if… my client refuses to pay me?
You’ve provided a service, but your client is refusing to pay. Maybe they believe their NDIS plan covers it, or perhaps they just don’t want to.
Solution:
- Always have a signed Service Agreement that clearly outlines payment terms.
- Keep records of all sessions, including time, date, and service provided.
- If the client refuses to pay, you can escalate the issue with the NDIA or seek professional mediation.
How Blueset Helps:
- Blueset generates easy-to-understand Service Agreements for clients to sign digitally.
- It tracks all sessions and payments, so you have clear records in case of disputes.
- Automated invoicing ensures timely billing and reminders.
2. What do I do if… my client has a medical emergency while I’m with them?
Your client suddenly collapses or has a severe reaction. What do you do?
Solution:
- Stay calm and assess the situation.
- Call 000 immediately if it’s life-threatening.
- Follow any health protocols outlined in the client’s support plan.
- Inform the client’s emergency contact and document the incident thoroughly.
How Blueset Helps:
- Stores emergency contacts and medical details securely, so you can access them instantly.
- Allows you to log incidents immediately for accurate reporting.
- Provides incident report management so you can document everything correctly.
For in-depth training on handling emergencies, check out Huddle Community Services’ training ‘Becoming an Independent Support Worker’.
3. What do I do if… I’m unsure if I should provide a certain type of support?
A client asks you to do something outside your usual role—perhaps help with finances, administer medication, or provide therapy.
Solution:
- Check the NDIS Code of Conduct to ensure their request falls within ethical guidelines.
- If the request is outside your expertise or registration, politely decline.
- Refer the client to a qualified professional.
How Blueset Helps:
- Keeps a copy of your policies and the Code of Conduct accessible at all times.
- Helps you document boundaries in Service Agreements.
- Stores notes and bookings, so you can track referrals you make to other providers.
4. What do I do if… my client is acting aggressively toward me?
Unfortunately, situations may arise where a client is verbally or physically aggressive.
Solution:
- Prioritise your own safety—if necessary, leave the situation.
- Set clear boundaries and remain calm.
- Report the incident through the appropriate channels – call 000 if you, or any one else is at immediate risk of harm.
- If it’s ongoing, consider ending the support arrangement professionally.
How Blueset Helps:
- Includes Risk Assessment guidelines and templates to help you know, and manage risks.
- Provides an incident reporting system so you can document and report concerns.
- Stores notes on client interactions, so patterns of behavior are recorded.
- Allows you to flag safety concerns for future reference.
For additional training on de-escalation and safety strategies, explore training opportunities for Positive Behaviour Support’.
5. What do I do if… I need to take time off but don’t want to let my clients down?
As an independent worker, taking time off can feel impossible. Who will support your clients while you’re away?
Solution:
- Give clients plenty of notice and help them find temporary alternatives.
- Work with other independent support workers for mutual backup.
- Plan ahead for breaks—self-care is essential!
How Blueset Helps:
- Lets you plan your schedule, so you can notify clients in advance.
- Helps you manage workload so you don’t burn out.
- Helps you plan for your finances, so you know when you can take leave, and what you can afford do!
Be Prepared, Stay Confident
Being an independent support worker means facing unexpected challenges, but you don’t have to do it alone. Blueset is designed to give you the tools and confidence to navigate tricky situations, while Huddle Community Services offers training that prepares you for real-world scenarios.
🚀 Want to be fully prepared? Check out ‘Becoming an Independent Support Worker’ by Huddle Community Services. It’s packed with practical strategies, expert advice, and real-world examples to set you up for success. And for a limited time – use discount code BLUESETBLOGGER for an exclusive half price discount- that’s a saving of over $120!
🔹 Sign up for Blueset today and take the stress out of running your independent support work business!