Unpacking the Realities of Support Work: Accountability, Privacy, and Ethical Dilemmas

This is a big topic, and honestly, there are so many layers to it that I think it deserves a series. So let’s start at the beginning.

Imagine you’re a support worker trying to educate people on the realities of your job—not the glossy, feel-good stories we often see online, but the actual, day-to-day challenges. You post a video about violence in the workplace, highlighting that no one goes to work expecting to be assaulted. This isn’t just about the support worker; these incidents also affect other clients and their families.

In this case, the setting was a day center environment, which meant that everyone there was impacted. When support workers are pulled away from small groups to manage these incidents, lower-support-needs clients can end up unfairly left behind. Support work is meant to be about skill-building, and if someone is experiencing frequent meltdowns, we have to ask: should they even be in a day center environment until they can regulate their emotions more effectively?

Some disabilities include emotional dysregulation as a core feature, and that’s where clinicians—like positive behavior practitioners, recovery coaches, and mental health professionals—come in. Their role is to help manage behaviors in a way that supports both the individual and those around them.

At the same time, privacy is important. Support staff need consent, or at the very least, they must ensure that no one in the video can be identified. But we also have to acknowledge that there’s a difference between a meltdown and a tantrum. And here’s where things get tricky: accountability isn’t a dirty word.

There’s a difference between accepting someone’s disability and holding them accountable for their actions. The reality is, if an incident results in harm, police can lay charges. Newton’s Third Law states that for every action, there’s an equal and opposite reaction—and in the context of support work, accountability is that reaction.

Support workers don’t sign up to be abused. Let’s call this what it is: assault. And that is a serious issue.

Accountability and Building Independence

I’ve personally struggled with entitlement, so I get it. But support work isn’t about dependence—it’s about fostering independence. I know I’ll need a low level of care throughout my life, but I also know that my disability isn’t an excuse for my behavior. It’s a reason, yes, but accountability and rebuilding after a meltdown are the right responses.

Many clients are well aware of their rights, but responsibilities? Those often get overlooked. This is a nuanced, complex, and highly charged issue.

Part of this discussion includes the concept of masking. Masking is when someone consciously or unconsciously suppresses behaviors that might be perceived as disruptive or socially unacceptable. While masking can sometimes be exhausting and problematic, there are also situations where it’s an appropriate and necessary response—such as in shared environments like a day center. It’s important to differentiate between masking and simply being polite. Politeness is about respecting others and following social norms, while masking often involves suppressing key aspects of one’s identity to avoid negative consequences. The challenge is finding the right balance between self-expression and situational awareness.

Privacy, Trust, and Information Sharing

On the flip side, there’s the matter of trust and privacy breaches. I’ve had my own privacy breached recently, and it was a terrible experience. Thankfully, my housing agency is taking steps to ensure it doesn’t happen again and that there are consequences for gossip.

But here’s the question: what’s the line between gossip and necessary information sharing? It’s a significant issue. Information sharing should be done with dignity and respect, particularly when it’s a duty-of-care matter. In general, privacy should only be breached if someone is at risk of harming themselves or others.

Resources for Clients and Support Workers

Addressing these issues requires a multi-pronged approach, so here are some key resources:

Support Agencies & Training: Privacy and ethical care training are essential. Good staff are hard to find, and ethical practice matters.
NDIS Quality and Safeguards Commission: The updated Code of Ethics can help determine if an ethical breach has occurred.
Community Guidelines on Platforms: If a creator (client or support worker) is violating guidelines, reporting the content may encourage them to rethink their approach.
Best Practice: Written Consent: Whenever possible, obtaining written consent before sharing sensitive information is ideal.
E-Safety Commissioner: They can provide guidance on digital privacy and reporting online breaches.

For further information, you can check out these links:

This is an ongoing conversation, and I welcome respectful discussion on it. It’s a tough issue, but one worth unpacking properly.

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