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Beyond Training: Building Compassionate Leadership in Caregiving
The morning Jade almost quit
Jade, a 26-year-old disability support worker in regional NSW, still remembers the Tuesday that nearly sent her packing. Two roster changes overnight, a participant’s medication mix-up and a frantic call from payroll about missing timesheets by 11 a.m. her hands were shaking.
What kept her from walking out wasn’t a pay rise or a slick new training module. It was her team leader, Sione, who clocked the stress on Jade’s face, whisked her into the staff room with a cuppa, listened really listened and then quietly reshuffled the shift so Jade could finish the day with a favourite client she felt confident supporting.
That five-minute act of compassion did more to retain Jade than any compliance refresher ever could. Yet the NDIS workforce is haemorrhaging Jades every week: latest census data show 24 per cent of casual disability support workers and 16 per cent of permanent staff left their roles in 2023-24.
So how do we bottle the magic of a leader like Sione and weave it into every corner of NDIS caregiving training?
What’s the Problem?
- Many disability support workers feel stressed and overwhelmed.
- High turnover is a real issue. Staff leave not just because of pay or policies, but because they feel burnt out or unsupported.
- Standard training is important, but it can’t teach real compassion or how to handle everyday emotional challenges.
Why Compassionate Leadership Matters
- Leaders who genuinely care keep their teams strong.
- Simple acts like listening, checking in, or reshuffling a shift to support someone can make a big difference.
- When staff feel valued, they’re more likely to stay and do their best work.
What Does Compassionate Leadership Look Like?
- Regular Check-Ins: Quick chats at the start of a shift to see how everyone’s doing.
- Safe Spaces for Mistakes: Letting staff share what went wrong, without blame, and focus on learning.
- Team Huddles: Regular short meetings to share stories, discuss challenges, and find solutions together.
- Role Modelling Self-Care: Leaders show it’s okay to take breaks and switch off after hours.
How Can We Build This Culture?
- Add simple compassion-focused practices to daily routines and training.
- Encourage leaders to practise and reward empathy, not just technical skills.
- Use tools and systems that cut admin time, so leaders and staff can spend more time supporting each other.
Small Steps to Start Today
- Ask your team: “What’s one thing that would make your week easier?”
- Walk in their shoes: Spend time with frontline staff to understand their day.
- No blame, just learn: Focus on fixing systems, not blaming people.
- Celebrate openly: Praise in public, correct in private.
- Streamline paperwork: Find ways to reduce time spent on admin, freeing up energy for real connection.
The Takeaway
Compassionate leadership isn’t about big gestures or extra policies it’s about small, consistent actions that show people they matter. When leaders lead with care, staff stick around, teams get stronger, and the people they support get the best care possible.
Jade still has tough days care work will never be easy; but she hasn’t looked at Seek since that shaky Tuesday. Compassionate leadership didn’t replace her NDIS caregiving training; it amplified it, turning knowledge into action.
Imagine if every supervisor across Australia had the same toolkit and the breathing room to use it. Fewer exits, richer relationships and most importantly participants who feel seen, heard and empowered.
Ready to start? Ask your team how you can help, listen closely, and make compassion part of every day.
Or are you keen to dive deeper?
Check out eZaango Academy’s leadership electives and win back your team’s headspace.