Top 5 Mistakes People Make When Choosing a Disability Support Provider on the Sunshine Coast

Let’s face it — choosing a support provider is one of the biggest decisions you’ll make under the NDIS.

But too many people (and even Support Coordinators) are forced to pick fast, cross their fingers, and hope for the best.

Sometimes it works out.

Often… it doesn’t.

Here are the most common mistakes we see people make — and how to avoid them, so you don’t waste your hours (or your sanity).

Interview

1. Choosing Based on “Availability” Alone

We get it — you need support now.

But choosing the first provider who answers the phone can backfire fast.

Quick doesn’t always mean quality. You could end up with:

• Workers who aren’t trained properly

• Inconsistent staff

• Sudden cancellations after a few weeks

What to do instead: Ask about actual capacity, not just current gaps. At Sunshine Family Support, we’re honest about what we can offer — even if it means waiting a few weeks to get the right fit.

2. Not Asking About Staff Turnover

Support workers come and go in some companies faster than you can learn their names.

For adults with daily routines, mental health conditions, or personal care needs, constant staff change can lead to:

• Stress

• Setbacks

• Exhaustion

What to ask:

• “How long do most of your workers stay?”

• “Will we have the same person each week?”

• “What happens if someone leaves?”

We build long-term teams and match intentionally — because relationships matter.

3. Ignoring Red Flags During Intake

If you’re rushed through sign-up, given vague answers, or told “we’ll sort that out later,” run.

Your intake experience says everything about how that provider works behind the scenes.

What to look for:

• Clear process

• Good communication

• Respect for your goals

• A coordinator or point of contact who follows through

We treat intake as the foundation for a long-term relationship — not a transaction.

4. Not Checking How Workers Are Trained or Matched

Some providers just slot in any available worker and hope for the best.

But if your needs include:

• Mental health support

• Communication challenges

• Long shifts or complex routines

…random matching doesn’t cut it.

What to ask:

• “How do you train your workers?”

• “Do I get to meet them before the first shift?”

• “Will the same people come regularly?”

Our team is onboarded through Sparks Academy, our own internal training platform — with a focus on values, safety, and client-specific routines.

5. Forgetting That You Can Say No

You’re not locked in. If something doesn’t feel right — you can walk away. You don’t owe anyone your funding, time, or emotional labour.

The best providers welcome questions, offer transparency, and want you to feel in control.

Final Thoughts

The right NDIS provider should:

• Listen

• Be consistent

• Communicate well

• Respect your time

• Be willing to say, “We’re not the right fit” if that’s the truth

At Sunshine Family Support, we don’t try to be the biggest — just the most trusted.

Want a team who’ll tell you the truth — and back it up with action?

Reach out to us here and let’s see if we’re the right fit for your needs.