NDIS: Worker compliance

This guide explains how to record and manage a Helper's compliance checks (such as an NDIS Worker Screening Check) in Lookout, what you need before starting, the NDIS considerations at each step, and what to do if something is not working.

Overview

Worker compliance is about tracking the checks, screenings, and credentials each Helper needs to be matched with and to deliver support. In an NDIS setting, this commonly includes the NDIS Worker Screening Check, along with other certificates and clearances.

For each Helper, the system keeps a record of these items, indicates whether the Helper currently meets the matching requirements for the work they do, and flags items that are close to expiring or have already expired. You add and maintain these records from the Helper's own profile.

Before you start

To complete this process, make sure:

• You have the correct access permission.
  • If your organisation uses Role-based access control, you need the Helper verifications permissions: View helper verifications to see them, Create, update and delete helper verifications to manage them, and View helper verification files and View helper verification history to open files and change logs.
  • If your organisation doesn't use it yet, all staff can view verifications, but adding, editing or removing them needs the Verifications access role.
• You are logged into the web app.
• The Helper already has a profile set up in the system.
• You have the evidence documents ready.
  Every verification must include a file, such as a copy of the Helper's NDIS Worker Screening clearance. You can upload a new file or choose one already in the Helper's Files.

Step-by-step instructions

Step 1: Open the Helper's Verifications tab

• From the Main menu navigation bar, select Helpers.
• Use the search bar or browse the Helper list to locate the Helper whose compliance records you want to manage.
• Select the Helper's name to open their profile.

• On the Helper's profile, select the Verifications tab. The Verifications tab appears in the row of tabs across the top of the Helper's profile.

On this screen, you will see:

• A panel titled Meets matching requirements, which shows a green tick next to each requirement that is met and a red cross next to each that is not.
• A table of the Helper's current verifications, each showing its Status and, where an expiry is set, how many days until it expires.

NDIS consideration: Use the Meets matching requirements panel as your at-a-glance check. For example,  the NDIS Worker Screening Check shows a red cross; this Helper should not deliver supports in a risk-assessed role until the check is recorded and cleared.

Step 2: Add a verification

• Select Add verification in the top corner of the screen.
• Under Type of verification, choose the verification from the dropdown (for example, NDIS Worker Screening Check), then select Save.
• On the next screen, under File to use, either choose an existing file or use Upload a new file to add one.
• Set the expiry: either tick No expiry, or enter a date in the Or expires on field.
• View any uploaded documents by navigating to Files (next to Add verification).
• View any Changes to see a change log on specific Verifications from the Verifications screen by clicking the ellipsis (...) then Changes.

Items commonly added for disability and child-related work include:

• Working with Children Check (a Blue Card in Queensland, an Ochre Card in the Northern Territory, a Working with Vulnerable People registration in the ACT, and similar elsewhere). Any Helper supporting a Member under 18 typically needs the relevant check for their location; a police check is not a substitute.
• NDIS Worker Orientation Module ("Quality, Safety and You") completion.
• National Police Check.
• First Aid and CPR certificates.
• Manual handling and medication administration training.
• Driver's licence and vehicle insurance, where the Helper transports Members.
• Professional registration or qualifications, for allied health roles.

Step 3: Save

Select Save.

You should now see:

• A Verification added confirmation.
• The new verification listed in the table.
• A status tag showing Verified, Almost expired, or Expired.
• If the verification completes a requirement, the Meets matching requirements panel will show a green tick. This panel refreshes every few minutes, so the tick may take up to about 15 minutes to appear. Refresh the page if you don't see it straight away.

What happens next?

After you add or update a verification:

• The verification and its status show on the Helper's Verifications tab straight away.
• Within a few minutes, the Meets matching requirements panel updates. When a Helper meets a requirement that a Member needs, they can be matched to that Member's work.
• The status changes on its own from Verified to Almost expired 90 days before the expiry date, and to Expired once the date passes. Expired verifications no longer count towards any requirement.
• Each change is recorded. To see what was updated and when, select the ellipsis (…) next to a verification, then Changes.
• From the same menu you can Edit, Download the attached file, or Remove the verification. Removing it deletes only the verification record. The uploaded file stays in the Helper's Files (next to Add verification).
• If a renewal is in progress for a verification, a View ticket option also appears so you can review what the Helper has submitted.

What Staffers and Helpers will see

For Staffers managing compliance

• Can open any Helper's profile and see all their verifications, statuses, and expiry dates in one place.
• Can add, edit, Download, and remove verifications, and view the Changes history for each.
• Can see at a glance whether a Helper meets the matching requirements for their work.
  
  

For Helpers (Lookout app)

• Can see their own verifications on their profile in the Lookout app.
• When a verification is nearing its expiry, the Helper is offered a renewal in their account, where they can upload fresh evidence themselves. Once submitted, this feeds back into their compliance record.

Troubleshooting

I cannot see the Verifications tab or the Add verification option

• Check your access role. You need the workforce permission to view and manage verifications.
• Try logging out and back in.
  
  

I added a verification, but the Meets matching requirements panel still shows a red cross

• Make sure the type you added actually satisfies that requirement. For NDIS compliance, confirm you added the NDIS Worker Screening Check specifically.
• Confirm the verification is not already Expired, as an expired verification will not count toward a requirement.
• Make sure you completed the Save step.
  
  

I completed the steps, but nothing changed

• Ensure you selected Save on the final screen.
• Check for any validation messages, such as a missing file or a missing Verification document number. The NDIS Worker Screening Check will not save without its document number.
• Contact support if the issue persists.
  
  

Still need help?

If you're still experiencing issues, please contact our Support Team and include:

• Screenshots (if possible)
• The Helper's name and email
• The exact steps you took
• Any error messages you received