NDIS support worker progress notes: what to record

Good support notes create a clear record of what happened during a support session, what assistance was provided and how the work related to the participant's support and goals.

The NDIA describes case notes as records of activities a participant engaged in and how those activities relate to the specific support item and the participant's goals. Case notes may also record progress and plans for future sessions.

What should a support note cover?

Write facts, not assumptions

A useful note distinguishes what you directly observed from an interpretation. Avoid labels, judgemental language and unsupported conclusions. Record enough context for the note to make sense later, but don't add unrelated personal information simply to make the note longer.

A fictional progress-note example

The exact detail needed depends on the support delivered and your circumstances. The objective is a useful, truthful record—not a generic paragraph copied into every session.

Common note-writing problems

• Writing only “all good” or another entry that doesn't describe the support delivered.
• Copying the same note for every shift.
• Recording opinions as though they were observed facts.
• Including unnecessary sensitive information unrelated to the support.
• Writing the note long after the shift and relying on memory.
• Creating a note that conflicts with the hours or activity shown on the invoice.

Notes and invoices should tell the same story

The NDIA says providers need complete and accurate records of supports delivered, including invoices, support logs and case notes. Your records should therefore be internally consistent: the participant, date, support delivered and amount of support should make sense across your shift record, notes and invoice.

Privacy matters

Support notes can contain sensitive participant information. Only record information you are authorised to keep, protect access to it, and avoid putting participant information into unrelated services or tools.

Related guide

NDIS support worker invoice template & checklist

Official source

See the current NDIS record-keeping requirements for the NDIA's guidance on invoices, support logs, case notes and service agreements.