What to Include in Shift Notes for Audits and Claims

Will, EnableUs Community

Hey everyone, welcome back to Inside NDIS. I’m Will, and I’m here with Winter. Today, we’re diving into something that, honestly, doesn’t get enough love—shift notes. I know, it sounds like admin, but stick with us. These things are, like, the backbone of NDIS compliance, right?

Winter, EnableUs Community

Absolutely, Will. I think a lot of people see shift notes as just paperwork, but they’re actually a legal and ethical requirement. If you’re a provider, you can’t just skip them or do them half-heartedly. Auditors will ask for them, and if it’s not written down, it’s like it never happened. That’s the rule.

Will, EnableUs Community

Yeah, and it’s not just about ticking boxes. Shift notes are your proof that you delivered the support you claimed for. They show you did your duty of care, and they help track how a participant’s going over time. I mean, I remember this one time—our team had a participant complaint come in, and honestly, it could’ve gone either way. But because we had really clear, detailed notes, we could show exactly what happened, what support was given, and how it lined up with their goals. The whole thing got resolved way faster than I expected. If we’d been vague or missed stuff, it would’ve been a nightmare.

Winter, EnableUs Community

That’s such a good example. And it’s not just about complaints, either. If there’s ever an incident or even just a question about what happened on a shift, those notes are your safety net. They protect you, your team, and the participant. Plus, they help everyone stay on the same page, especially if there are multiple workers involved.

Will, EnableUs Community

Yeah, and I think people forget that shift notes aren’t just for the auditors—they’re for you, too. They help you remember what happened, spot patterns, and actually improve the support you’re giving. So, yeah, they matter. A lot.

Winter, EnableUs Community

So, let’s get into what actually makes a good shift note. There’s a bit of a checklist, right? You need the participant’s name, the date and time, your name, what support you delivered, how the participant engaged, any incidents, next steps, and where the support happened. Did I miss anything?

Will, EnableUs Community

No, that’s pretty much it. And, like, don’t forget to link what you did back to the participant’s goals. That’s a big one. If you just write “helped with shopping,” it’s not enough. You wanna say something like, “Supported Jane during a grocery trip to build her independence, in line with her NDIS goal.” That way, you’re showing why the support matters, not just what you did.

Winter, EnableUs Community

Exactly. I actually worked with a support worker who used to write really basic notes—like, “Went for a walk.” But after some training, she started writing, “Supported participant on a 20-minute community walk to encourage physical activity and build a daily routine, in line with Goal 2 in their NDIS plan.” It made such a difference. Suddenly, her notes were telling a story, not just listing tasks.

Will, EnableUs Community

Yeah, and that’s what auditors want to see. They want to know you’re not just ticking off boxes, but actually helping the participant work towards their goals. And, uh, don’t fall into the trap of copy-pasting notes or using vague language. Stuff like “provided general support” or “had a chat”—that’s not gonna cut it. You gotta be specific, factual, and respectful. No jargon, no judgmental words, and definitely no missing details.

Winter, EnableUs Community

And don’t forget, your notes need to be individualised. Every participant is different, and your notes should reflect that. If you’re using the same entry for everyone, it’s a red flag. Plus, it doesn’t help anyone if you need to look back and figure out what actually happened on a shift.

Will, EnableUs Community

Totally. And, just a quick one—by law, you’ve gotta keep these notes for at least seven years. So, make sure they’re stored securely, whether that’s digital or paper. Privacy is a big deal, too.

Winter, EnableUs Community

Alright, so let’s talk about making this whole process easier. There are some great digital tools out there—ShiftCare, Careview, Brevity, Lumary. Even Google Forms if you’re a smaller team. They let you track notes by date and worker, attach them to shifts, and keep everything audit-ready. Have you used any of these, Will?

Will, EnableUs Community

Yeah, actually, we switched to digital logs a while back. I’m not gonna lie, I was a bit skeptical at first—like, another system to learn, right? But it’s been a game changer. No more chasing paper, no more lost notes. And when we had our last audit, it was so much easier to pull up exactly what we needed. It’s just less stress all round.

Winter, EnableUs Community

That’s awesome. And for teams, training is just as important as the tools. I always recommend sharing examples of good and bad notes, creating a simple checklist, and doing regular reviews. It’s not about catching people out, it’s about building good habits and making sure everyone’s on the same page.

Will, EnableUs Community

Yeah, and honestly, the checklist thing is underrated. It’s so easy to forget a detail when you’re busy, but if you’ve got a list—participant name, date, goal alignment, all that—you’re way less likely to miss something. And, uh, periodic reviews help too. Sometimes you don’t realise you’re slipping into bad habits until someone points it out.

Winter, EnableUs Community

Exactly. And if you’re still on paper, just make sure you’ve got a standard template. Consistency is key, whether you’re digital or not. At the end of the day, good shift notes aren’t just about compliance—they help you deliver better care and protect your business.

Will, EnableUs Community

Couldn’t have said it better. Alright, that’s a wrap for today. If you’re feeling overwhelmed, just remember—start with the basics, use the tools, and keep learning. We’ll be back next time with more tips to make NDIS admin a little less painful. Winter, thanks for the chat!

Winter, EnableUs Community

Thanks, Will. And thanks to everyone for listening. Don’t forget to check out those digital tools or chat with your team about training. See you next episode!