The NDIS key worker model is transforming how disability supports are delivered in Australia. Instead of participants juggling multiple providers with no central coordinator, a key worker becomes the single trusted professional who coordinates, delivers, and monitors all supports.
This guide explains what a key worker is, who can become one, how it differs from support coordination, and why the model is particularly valuable for early intervention and complex support needs.
What is a Key Worker in the NDIS?
A key worker is a single professional who serves as the primary point of contact for an NDIS participant, coordinating and often delivering their supports while ensuring everything is person-centred and outcome-focused.
Key Worker Responsibilities
| Responsibility | What It Involves |
|---|---|
| Plan Development | Working with the participant to develop a support plan aligned with their NDIS goals |
| Service Coordination | Linking participants with allied health, therapy, and community services |
| Direct Service Delivery | Delivering therapeutic interventions (if qualified) |
| Progress Monitoring | Tracking outcomes and adjusting supports as needed |
| Family Liaison | Being the single point of contact for families and carers |
| Advocacy | Representing the participant’s interests with other providers and the NDIA |
| Reporting | Documenting progress and preparing for plan reviews |
Where Key Workers Operate
Key workers are commonly found in:
- Early childhood intervention services
- Mental health programs
- Community-based disability services
- Private allied health practices
- NDIS-registered provider organisations
Key Worker vs Support Coordinator: What’s the Difference?
This is one of the most common questions about the key worker model. While both roles involve coordination, they serve different purposes.
| Feature | Key Worker | Support Coordinator |
|---|---|---|
| Primary Focus | Delivers AND coordinates supports | Coordinates only (no direct service delivery) |
| Direct Service | Yes - can provide therapy/intervention if qualified | No - refers to other providers |
| Caseload | Smaller (5-15 participants) for intensive work | Larger (15-30+ participants) |
| Relationship | Deep, ongoing therapeutic relationship | Advisory, navigational relationship |
| Funding Source | Core Supports or Capacity Building | Specific Support Coordination line item |
| Typical Background | Allied health, early childhood, nursing | Case managers, social workers |
When to Use Each
Choose a Key Worker when:
- The participant needs ongoing, coordinated therapeutic input
- Multiple services need to be tightly integrated
- A single point of accountability is important
- Early intervention is the focus
Choose Support Coordination when:
- The participant mainly needs help navigating the system
- They need assistance finding and selecting providers
- Plan management and budgeting guidance is the priority
- Services are relatively straightforward to coordinate
Note: Some participants benefit from having both—a support coordinator for plan-level navigation and a key worker for day-to-day therapeutic coordination.
Who Can Be a Key Worker?
The key worker role isn’t limited to a single profession. Various professionals can act as key workers if they meet the competency requirements.
Eligible Professionals
| Professional | Why They Qualify |
|---|---|
| Occupational Therapists | Clinical expertise in daily living and therapeutic interventions |
| Speech Pathologists | Communication expertise, particularly valuable for children |
| Physiotherapists | Movement and physical function expertise |
| Psychologists | Behaviour support and mental health expertise |
| Social Workers | Strong coordination, advocacy, and case management skills |
| Early Childhood Educators | Developmental knowledge and family-centred practice |
| Registered Nurses | Clinical monitoring and health system navigation |
| Experienced Support Workers | With additional key worker training |
Key Worker Qualifications and Requirements
To work as a key worker in the NDIS, you typically need:
Mandatory Requirements
| Requirement | Details |
|---|---|
| NDIS Worker Screening Check | Current and renewed annually |
| Professional Registration | AHPRA registration (for allied health) or equivalent |
| Police Check | National Police Check |
| Working With Children Check | If working with children |
| Key Worker Training | NDIS-approved training program (see below) |
Experience Requirements
Most employers and NDIS providers require:
- 2-3 years minimum experience in disability support or allied health
- Demonstrated experience in early intervention (for ECEI roles)
- Evidence of person-centred practice
Key Worker Training Programs
Several organisations offer NDIS-approved key worker training:
| Provider | Program | Duration | Certification |
|---|---|---|---|
| National Disability Services (NDS) | Key Worker Pathway | 30 hours | NDIS Key Worker Certificate |
| Australian Institute of Disability | Early Childhood Key Worker | 20 hours | EC Key Worker Credential |
| State Disability Workforce Boards | Regional programs | 10-12 hours | State endorsement |
What Key Worker Training Covers
Core training modules typically include:
- NDIS Fundamentals and Legislation
- Person-Centred Planning and Goal Setting
- Clinical Coordination and Multidisciplinary Teams
- Documentation, Reporting, and Compliance
- Cultural Safety and Trauma-Informed Practice
Training renewal: Most certifications require refresher training every 2 years.
How the Key Worker Model Works
Here’s how the key worker model operates in practice:
Step 1: Assessment and Assignment
- Participant contacts an NDIS provider
- Provider assesses needs and assigns a key worker
- Key worker becomes the single point of contact
Step 2: Initial Planning Meeting
- Key worker meets with participant and family
- Reviews current NDIS plan and goals
- Clarifies preferences, cultural context, and unmet needs
Step 3: Support Plan Development
Using the NDIS Planning Toolkit, the key worker develops a plan that outlines:
- Specific outcomes to achieve
- Service mix (therapy, community access, assistive technology)
- Funding allocation across categories
- Timeline and milestones
Step 4: Service Coordination and Delivery
- Books appointments with allied health professionals
- Coordinates schedules to avoid conflicts
- Delivers direct services if qualified
- Maintains communication with all providers
Step 5: Progress Monitoring
- Weekly or fortnightly progress notes
- Quarterly outcome reviews
- Adjustments to support plan as needed
Step 6: Plan Review Preparation
- Compiles evidence of outcomes achieved
- Documents budget utilisation
- Identifies any changes needed for the next plan
- Supports participant in NDIA review meetings
Early Childhood Key Workers (ECEI)
The key worker model is particularly important in Early Childhood Early Intervention (ECEI), where coordinated, family-centred support makes the biggest difference.
ECEI Key Worker Responsibilities
| Area | What’s Involved |
|---|---|
| Developmental Support | Coordinating therapies aligned with developmental milestones |
| Family Education | Teaching parents strategies to support their child at home |
| School Transition | Planning the move from early intervention to school |
| Service Integration | Ensuring therapies work together, not in silos |
| Progress Tracking | Monitoring developmental gains against benchmarks |
Who Can Be an ECEI Key Worker?
ECEI key workers are typically:
- Early Childhood Teachers with disability training
- Paediatric Occupational Therapists
- Speech Pathologists with early childhood experience
- Physiotherapists specialising in paediatrics
- Allied health professionals with 2+ years in early intervention
ECEI Key Worker Qualifications
Beyond standard key worker requirements, ECEI key workers usually need:
- Specific training in early childhood development (0-6 years)
- Understanding of the ECEI framework
- Experience with family-centred practice
- Knowledge of school transition processes
Benefits of the Key Worker Model
Research and practice evidence show significant benefits from the key worker approach:
For Participants
| Benefit | How It Helps |
|---|---|
| Better Outcomes | Person-centred focus leads to measurable progress |
| Less Confusion | One point of contact instead of multiple providers |
| Consistent Care | Same worker understands your full situation |
| Stronger Advocacy | Someone who knows you well represents your interests |
| Smoother Transitions | Coordinated handovers when circumstances change |
For Families
| Benefit | How It Helps |
|---|---|
| Reduced Admin | Don’t need to coordinate multiple providers |
| Clear Communication | One person to call with questions |
| Family Support | Key worker helps the whole family, not just the participant |
| Informed Decisions | Expert guidance on therapy options |
For the System
| Benefit | How It Helps |
|---|---|
| Cost Efficiency | Reduced duplication and better budget utilisation |
| Better Coordination | Services work together, not at cross-purposes |
| Quality Outcomes | Focus on results, not just service hours |
| Regional Equity | Key workers can use telehealth to reach remote areas |
Evidence of Effectiveness
Studies show:
- 30% improvement in independent living skills for participants with moderate disability
- 85% of families report less paperwork with a key worker model
- 92% parent satisfaction in early childhood key worker pilots
Key Worker Model Funding
Key worker services are typically funded through:
Capacity Building - Improved Daily Living
Most key worker therapeutic services fall under this category, including:
- Allied health assessments
- Therapy services
- Plan development support
Core Supports
Some key worker coordination activities may be funded under Core, particularly:
- Direct support delivery
- Community access facilitation
ECEI Funding
Early childhood key workers are funded through the Early Childhood Early Intervention pathway, with specific line items for:
- Early intervention therapy
- Family-centred practice
- Transition planning
Finding a Key Worker Provider
What to Look For
When choosing a key worker provider, consider:
Qualifications:
- Is the key worker appropriately qualified?
- Do they have specific training in the key worker model?
- Are they registered with relevant professional bodies?
Experience:
- How many years have they worked in disability?
- Do they have experience with your specific needs?
- Can they provide references or case studies?
Approach:
- Is their approach person-centred?
- How do they involve families in planning?
- What’s their communication style?
Logistics:
- Can they provide services in your location?
- What’s their availability?
- Do they offer telehealth options?
Questions to Ask Potential Key Workers
- What qualifications and training do you have?
- How long have you been working as a key worker?
- What’s your typical caseload?
- How often would we meet?
- How do you involve families in the process?
- What happens if you’re away or leave the organisation?
- How do you measure and report on progress?
Becoming a Key Worker: Career Pathway
If you’re interested in becoming a key worker, here’s a typical pathway:
Step 1: Foundational Qualifications
- Complete a degree in allied health, early childhood, or social work
- Obtain professional registration (AHPRA, etc.)
Step 2: Gain Experience
- Work 2-3 years in disability services or early intervention
- Develop skills in person-centred practice
Step 3: Complete Key Worker Training
- Choose an NDIS-approved program
- Complete all modules and assessments
Step 4: Obtain Clearances
- NDIS Worker Screening Check
- Police check
- Working With Children Check
Step 5: Find a Role
- Apply with NDIS providers offering key worker services
- Consider specialising in early childhood or complex needs
Ongoing Development
- Complete CPD requirements (typically 10+ hours annually)
- Renew training certification every 2 years
- Stay current with NDIS changes
Frequently Asked Questions
Is a key worker the same as a support coordinator?
No. A key worker delivers AND coordinates supports, while a support coordinator only helps navigate and connect to providers. Key workers have smaller caseloads and build deeper therapeutic relationships.
Do I need a key worker if I have a support coordinator?
Not necessarily, but many participants benefit from both. The support coordinator handles plan-level navigation while the key worker manages day-to-day therapeutic coordination.
Can any support worker become a key worker?
Experienced support workers can become key workers, but they need to complete approved key worker training and typically have 2+ years of relevant experience.
Is the key worker model only for children?
No. While it’s particularly common in early childhood intervention, the key worker model is used across all age groups, especially for participants with complex or multidisciplinary needs.
How much does a key worker cost?
Key worker services are funded through your NDIS plan, typically under Capacity Building or Core Supports. There’s no out-of-pocket cost if you have appropriate funding.
Can I choose my own key worker?
Generally yes, though it depends on your provider. Most participants can request a different key worker if the relationship isn’t working.
Get Key Worker Support
The key worker model offers a more coordinated, person-centred approach to NDIS services. If you’re looking for a single trusted professional to help coordinate your supports, we can help.
At MD Home Care, we provide:
- Coordinated support services with dedicated staff who get to know you
- Allied health connections with quality therapists across Melbourne
- Person-centred planning that focuses on your goals
- Family-inclusive practice that supports the whole household
Contact us today to discuss how we can support your NDIS journey with a coordinated, outcome-focused approach.
This guide reflects the NDIS key worker model as of 2025. Requirements and best practices may evolve—always check with your provider for current information.
