Complex Support Worker – Mental Health and Neurocognitive Support

About Himayat

Himayat Support Services is a Social Traders-certified social enterprise providing culturally responsive disability, aged-care and community support across Canberra.

We support people with complex needs through an approach grounded in consistency, careful communication, dignity and genuine human connection. Our workers are expected to understand the person in front of them, follow established support strategies and communicate clearly with the participant and the wider care team.

Role Description

We are seeking an experienced Complex Support Worker to provide consistent afternoon support to an adult female NDIS participant in Canberra. The participant lives independently and has complex neurocognitive, neurological and psychosocial support needs.

She experiences memory and information-processing difficulties and may become distressed or overwhelmed when communication is unclear, inconsistent or rushed.

Effective communication is a core safety requirement for this position. The successful applicant must be able to:

• communicate clearly and confidently in spoken English;
• explain information using straightforward language;
• listen carefully and confirm mutual understanding;
• recognise early signs of distress;
• respond calmly and use appropriate de-escalation strategies;
• write detailed, accurate and legible notes; and
• reliably follow through on agreed actions.

The participant uses notebooks and written reminders to retain important information. The worker will be required to document appointments, conversations, agreed actions, changes in presentation and tasks completed in sufficient detail for the participant and other members of her support team to refer back to later.

Roster and Availability

Regular afternoon shifts are available from 1:00 pm to 5:00 pm on:

• Saturday
• Sunday
• Monday
• Tuesday
• Wednesday

Applicants must be available for a regular consecutive block of at least two days each week. Availability must be for adjoining days rather than separate, non-consecutive shifts.

Examples of suitable availability include:

• Saturday and Sunday
• Sunday and Monday
• Monday and Tuesday
• Tuesday and Wednesday
• Saturday to Monday
• Sunday to Tuesday
• Monday to Wednesday
• four or all five consecutive days

The successful applicants will be allocated a consistent recurring roster based on their confirmed availability. Reliability and continuity are essential because unexpected worker changes can be difficult for the participant.

Key Responsibilities

Participant Support

• Provide individualised support in accordance with the participant’s care plan, preferences and established routines.
• Support the participant with community access, appointments, shopping, daily activities and agreed household or administrative tasks.
• Encourage independence and active participation without taking control away from the participant.
• Provide reassurance and practical assistance when the participant is processing new or complex information.
• Support engagement in preferred activities such as walking, nature, gardening, outings and community participation.
• Remain attentive to changes in physical, neurological, cognitive or emotional presentation.

Communication and de-escalation

• Communicate in clear, readily understood spoken English.
• Use simple and direct language without being patronising.
• Present information in manageable amounts and allow time for processing and response.
• Avoid rushing, information overload or unnecessary confrontation.
• Recognise early warning signs of anxiety, frustration, confusion or emotional dysregulation.
• Follow the participant’s established communication, de-escalation and crisis-support strategies.
• Reduce verbal demands when the participant becomes cognitively overwhelmed.
• Maintain a calm and emotionally regulated manner during difficult interactions.
• Seek assistance and escalate concerns in accordance with the participant’s support plan and Himayat procedures.

Observation and documentation

• Complete accurate shift notes after each visit.
• Report changes in the client’s presentation, wellbeing, mobility, cognition or support needs.
• Escalate concerns, incidents and risks promptly.
• Communicate appropriately with Himayat, the referring provider and relevant members of the care team.

The NDIS Code of Conduct requires workers to provide supports safely, competently and with respect for the participant’s rights, choices and individual needs.

Documentation and follow-through

• Write comprehensive and legible notes in the participant’s communication notebooks.
• Complete accurate electronic shift notes within the required timeframe.
• Record relevant appointments, instructions, agreed actions and follow-up requirements.
• Document what was communicated, the participant’s response and any changes in presentation.
• Take clear notes during medical and other appointments when requested.
• Check that the participant has essential belongings such as her phone and glasses before leaving locations.
• Complete agreed tasks or clearly explain and document any change.
• Promptly report incidents, risks, health concerns and significant changes.

Health and Safety

• Follow relevant health-support, escalation and emergency procedures.
• Observe for changes that may require clinical review without attempting to diagnose or provide advice outside the worker’s scope.
• Follow infection-control, medication-support, manual-handling and work health and safety procedures.
• Maintain professional boundaries, privacy and confidentiality.
• Work within the limits of the position, training and delegated responsibilities.
• Contact emergency services or the identified clinical support service when required by the participant’s crisis or emergency plan.

Essential Requirements

Applicants must have:

• a Certificate IV in Mental Health, or a higher relevant mental-health qualification;
• demonstrated experience supporting people with complex mental-health or psychosocial needs;
• experience using prevention, de-escalation and recovery-oriented support strategies;
• experience supporting a person with cognitive, neurological, acquired-brain-injury or memory-related needs;
• highly proficient spoken and written English;
• clear verbal communication that can be readily understood by the participant;
• the ability to produce detailed, accurate and legible handwritten and electronic notes;
• the ability to follow detailed care, communication, risk and escalation plans;
• regular and reliable availability from 1:00 pm to 5:00 pm for a consecutive block of at least two days between Saturday and Wednesday;
• a current NDIS Worker Screening Clearance;
• a current ACT Working with Vulnerable People registration;
• current First Aid and CPR certification;
• a valid Australian driver licence; and
• access to a reliable and appropriately insured vehicle.

Highly Desirable

• Certificate III or IV in Individual Support, Disability or Community Services in addition to the mental-health qualification.
• Experience supporting someone with an acquired brain injury, neurocognitive disability or neurological condition.
• Mental Health First Aid training.
• Applied Suicide Intervention Skills Training, safeTALK or equivalent suicide-prevention training.
• Trauma-informed care training.
• Experience attending appointments and producing structured appointment notes.
• Medication-assistance training.
• Experience working independently with a participant who lives alone.
• Familiarity with incident reporting, escalation pathways and multidisciplinary care teams

How to Apply

Please submit a current résumé and respond to the screening questions.

Your application should clearly outline:

• your Certificate IV in Mental Health or higher qualification;
• your experience supporting people with complex mental-health needs;
• your experience with cognitive or neurological disability;
• your experience with de-escalation and crisis-response plans;
• the consecutive block of days you can reliably work from 1:00 pm to 5:00 pm each week;
• your current worker-screening checks;
• your experience completing detailed support notes; and
• your driving and vehicle status.