Flexibility in Care: Why Adapting Support Builds Trust and Independence
Life doesn’t always follow a schedule — and neither do people.
Whether it's a change in mood, energy, environment, or routine, participants’ needs can shift from day to day. At Alula, we believe great support isn’t just consistent — it’s responsive. That’s where flexible support comes in.
This week, we’re diving into what flexibility looks like in real-world NDIS care — and how small shifts in our approach can build deeper trust, improve outcomes, and honour each person’s unique journey.
🧭 What Is Flexible Support?
Flexible support means adjusting your approach based on the individual’s changing needs, preferences, and circumstances. It’s about supporting the person, not just the plan.
It does not mean being disorganised or directionless. In fact, flexibility works best when it’s built on a strong foundation — one where expectations, roles, and boundaries are clear, and where adaptability is intentional, not reactive.
Why Flexibility Matters
Here’s why flexibility is crucial in disability care:
People have good and bad days: Neurodivergence, fatigue, trauma, or chronic illness can impact how someone feels, communicates, or participates.
Schedules don’t always suit real life: Appointments run late. Weather changes. Energy dips.
Growth happens at different paces: What worked yesterday may not today — and that’s okay.
Support should reflect the person, not force them to fit the support.
🔄 Examples of Flexible Support in Action
Flexibility shows up in all kinds of practical, everyday moments. For example:
SituationInflexible ResponseFlexible ResponseParticipant is anxious in a loud café“We always come here, let’s just sit down.”“Would you prefer to get takeaway and sit somewhere quieter today?”A planned activity feels overwhelming“It’s on the schedule — we have to go.”“Would it help to do something lighter, like a walk or library visit instead?”Participant wants to change the order of tasks“No, we always start with the kitchen.”“Sure, let’s start with what feels manageable and go from there.”
These small changes communicate: “I see you. I’m listening. We’ll work together.”
🛠️ How to Build Flexibility Into Your Support
Flexibility isn’t just about saying “yes” to everything — it’s about knowing when and how to adjust without losing direction or structure. Here’s how:
1. Start with Strong Communication
Ask open-ended questions:
“How are you feeling about our plan today?”
“Anything you’d like to change up?”
“Do you need more time or a quieter space?”
Check in regularly, not just at the start of the shift. And respect that someone may not always have words for how they feel — watch for body language or energy shifts.
2. Use “If This, Then That” Planning
Build optionality into the day. For example:
If weather is poor → Switch from outdoor gardening to indoor art
If energy is low → Choose from rest-based activities like music, storytelling, or stretching
If anxiety is high → Delay crowded errands and focus on regulation strategies
Planning with flexibility sets the tone that change is allowed and doesn’t mean failure.
3. Co-Design, Don’t Just Deliver
Involve participants in shaping the day:
“Here are two things we need to get done — which one first?”
“Would you like to do this your way, or would you like me to guide you?”
“If we don’t get to something, do you want to move it to tomorrow or skip it altogether?”
Choice is empowering — especially for people who are used to being told what to do.
4. Be Transparent About What Can and Can’t Change
Flexibility has boundaries. You can’t always reschedule medical appointments, change staff availability, or override safety protocols.
The key is to communicate clearly:
“I can’t change that today — but here’s what we can adjust.”
“I hear that this is frustrating — let’s talk about what’s still in our control.”
“I wish we could change that too. Let’s make a note for your next planning review.”
Flexibility is rooted in honesty, not false promises.
5. Support Workers Need Flexibility Too
Remember: support workers are humans, not robots. Life happens for us, too — whether it’s fatigue, personal challenges, or changes in rosters.
A flexible care team:
Covers each other with kindness
Communicates changes early
Shares what’s working and what’s not
Celebrates creative problem-solving
At Alula, we create space for workers to bring their full selves to the job — because a supported team creates better support.
👨👩👦 Advice for Families and Nominees
Flexibility at home means:
Being open to revisiting routines as needs evolve
Allowing for sensory or emotional needs to override “productivity”
Avoiding perfectionism (e.g. “the bed must be made every day”)
Respecting that “trying something new” is growth, even if it’s messy
The goal isn’t to eliminate all challenges — it’s to move through them with grace and responsiveness.
🪶 The Alula Perspective
Flexibility is part of how we live our values:
Empowerment: Letting participants shape their journey
Compassion: Meeting people where they are, not where we wish they’d be
Integrity: Holding space for change without losing professionalism
Independence: Helping people explore what works best for them
Support isn’t static. That’s why our services are designed to grow, evolve, and adapt — just like the people we work with.
Final Thoughts
Life doesn’t always stick to the script — and neither should support.
By building flexibility into our approach, we create space for trust, autonomy, and real human connection. Whether it’s switching plans, adjusting pace, or simply listening when someone says “not today,” we show that support is a partnership, not a prescription.
At Alula, we believe adaptability is strength. And we’re proud to walk beside every person, even when the path takes a few unexpected turns.
