The Risk of Over-Servicing: Why Too Much Help Can Hurt

Keturah Charlesworth Author

Is it possible to care too much?

With Valentine’s Day around the corner, love is in the air—but in the world of NDIS services, sometimes love (or care) can go too far. As NDIS providers, we’re in the business of caring. It’s what draws many of us to this industry in the first place. But is it possible to care too much? Absolutely—and it’s called over-servicing.

The Risk of Over-Servicing: Why Too Much Help Can Hurt

Over-servicing happens when support workers go beyond their role’s scope, doing more than necessary for participants—sometimes out of kindness, sometimes without even realising it. But while the intention may be good, the impact can be risky for everyone involved.

1. Worker Burnout & Professional Risk

NDIS work can be emotionally and mentally demanding, and stretching beyond your role can accelerate burnout. When workers take on too much, they risk stepping outside their expertise, which can create serious safety concerns. Imagine this: A participant asks a worker to grab some paracetamol from their bag. Seems simple, right? But what if this is the third time someone has helped that day? Without proper medication management, the participant could end up taking more than the recommended dose. What started as a kind gesture can quickly turn into a dangerous situation.

2. Reduced Participant Independence

We’ve all heard the phrase “use it or lose it.” The more we do for participants instead of with them, the more we risk reducing their independence. Over time, this can increase dependency on services rather than empowering people to develop their skills and confidence. Even well-meaning assistance can unintentionally limit a participant’s capacity for self-care and decision-making.

3. Service Disruptions & Organisational Risk

Over-servicing can also create attachment between participants and individual workers. If a participant starts refusing support from anyone except their favourite worker, they might be left without services when that person is unavailable. This raises red flags about boundaries and service consistency—both crucial for maintaining compliance and quality care.

How to Prevent Over-Servicing (Without Losing Your Heart)

The goal isn’t to care less—it’s to care smarter. Here’s how you can strike the right balance:

For Workers:

• Follow clear job descriptions and role boundaries to ensure consistent, safe practices.
• Seek training on participant choice, control, and independence to reinforce best practices.
• Use service plans to guide your actions, ensuring you’re providing the right level of support.
• Investigate compliments as thoroughly as complaints—are participants praising workers for going above and beyond in ways that could indicate over-servicing?

For Participants:

• Collaborate on personalised support plans that align with their goals.
• Set clear boundaries on services while offering guidance on alternative supports for unmet needs.
• Encourage regular feedback through surveys and discussions to ensure services are effective without fostering dependence.

Love in Action: The True Meaning of Quality Support

At its core, quality service is about balance—caring deeply without overstepping. By setting clear expectations and prioritising participant independence, we create a service environment that is both supportive and empowering.

Because real love (the professional kind) isn’t about doing everything for someone—it’s about giving them the tools to live a life that’s meaningful to them. 

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Categories: : Building capacity, Choice and Control, Person-centred services