Screening for the Right Participant Fit

Will, EnableUs Community

Alright, welcome back to The EnableUs Community Podcast! Today’s episode is a bit of a natural follow-on from last week, actually. Instead of just focusing on growing your outreach, we’re getting into how to figure out if you and a potential participant are actually a good match. I’m Will, joined as always by Winter. G’day, Winter!

Winter, EnableUs Community

Hey Will! This is one of those topics that gets glossed over, but it can make such a difference—both for your business and for the participant’s experience. Screening for fit isn’t about saying ‘no’ for the sake of it, it’s about being really clear on what you can do well. Let’s just call it: the opposite of being everything to everyone, right?

Will, EnableUs Community

Yeah, spot on. I mean, I remember when I started out as a provider, I just wanted to help everyone who called—like, no matter what they needed. I sort of told myself, "We’ll sort it out, we’ll find a way, let’s just get them on board." But honestly? That led to staff being overloaded, we had to scramble for cover, and…it probably set us back more than helped. There’s only so far you can stretch your team before quality suffers.

Winter, EnableUs Community

That’s it. And it’s not just about not having enough staff, but also about the kind of expertise you actually offer. So, say you’re registered for personal care and community access, but someone comes in needing behaviour support—that’s not your zone, so you’ve got to be really straight-up about that from the beginning. Otherwise you risk, well, overcommitting and underdelivering. And sometimes, that honesty actually helps people trust you more, even if you’re referring them elsewhere.

Will, EnableUs Community

One hundred percent. It’s like setting boundaries—clear service groups, honest look at your capacity. If you can’t support high-intensity participants right now, don’t fudge it. Go back to your registration groups, your team calendars, check your actual availability, and work from there. People can feel when you’re honest with them; it stops problems before they start. What do you reckon, Winter—is that something you see people struggle with?

Winter, EnableUs Community

Definitely. And it’s so tempting to think that saying ‘yes’ to everyone is the best road to growth, but as we discussed in some of our earlier episodes, that’s how burnout sets in—for both the provider and their staff, but also for participants who end up not getting what they really need. Alright, so once you’ve done that internal check, what’s next?

Will, EnableUs Community

Yeah, well, next comes the first proper conversation—the enquiry call or intake, whatever you wanna call it. And this is where you want to dig a bit beyond the basic ‘do we have capacity’ stuff. Open-ended questions are your best mate here. Like, “What are your main NDIS goals?” or even “What’s working or not working with your current supports?” They sound simple, but you get so much out of people when you start that way rather than just ticking off a checklist.

Winter, EnableUs Community

Oh, for sure. I think sometimes people imagine the intake call as kind of like an interview—you, as the provider, firing off questions. But if you flip it into more of a genuine conversation, suddenly people relax and open up. The other one I always use is, “What’s most important to you in a provider?” I had one situation where I asked that and, straight away, the participant mentioned they were expecting 24/7 on-call support, which…we just couldn’t provide. It’s better to know that upfront than let them down later.

Will, EnableUs Community

Absolutely, and that’s such a good catch. If you hadn’t asked, you both could’ve wasted a lot of time finding out the hard way. Sometimes people think those open questions are just ‘time wasters’—I heard that from a few new starters—but actually, they’re a shortcut to understanding not just needs, but expectations. Plus, you figure out if you’re gonna click on a communication level, as well. If you notice someone brushing off your process or giving you one-word answers, sometimes that can be a sign—maybe they’re not ready to engage the way you need, or there’s an underlying issue. Are there any other questions you tend to lean on, Winter?

Winter, EnableUs Community

Yeah, I like, “What does a typical week look like for you?” And also, “Are there any specific requirements or preferences we should know about?” Sometimes things come out that haven’t been covered anywhere else—they might mention needing female staff only, or there’s a certain routine they want to keep. It’s about making sure their needs actually fit what you can do well. And hey, as we’re always saying, building that honest relationship early on just makes everything easier down the line.

Will, EnableUs Community

Exactly, you don’t want surprises three months in. Start with those real conversations from the top and it’ll serve you both. Now, assuming you get through those questions and it mostly lines up…how do you go about assessing that final fit?

Winter, EnableUs Community

So true—compatibility isn’t just ticking the right service boxes. It’s also about whether there’s mutual respect, willingness to communicate openly, and a bit of that gut feeling, honestly. If someone communicates in a way that doesn’t gel with your style, or has expectations that you can’t realistically meet…it’s so much better to call that out respectfully, upfront.

Will, EnableUs Community

Yeah, and on that, don’t ignore the red flags. If someone constantly interrupts, isn’t listening, or their expectations are just miles off from what’s possible, it’s okay to trust your instincts. Actually, I know of a provider who, rather than saying “no” straight away, offered a trial period—like, “Let’s work together for a couple of weeks, see if this feels right for both of us.” Both sides were honest, and it ended up being clear after the trial that it wasn’t a long-term fit, but there was a lot of respect, and even a referral out to another provider in the end.

Winter, EnableUs Community

That’s a great approach—the trial period, I mean. Nobody feels blindsided; there’s time to see if the relationship works before making any big commitments. But if you do realise early that you’re not the right fit, you’ve just got to be upfront. Explain what you can and can’t offer, and, if you can, actually help by giving a referral—people appreciate honesty much more than being strung along.

Will, EnableUs Community

Definitely. It’s something we talked about in Episode 7, about ending a client relationship respectfully—it applies at the start too. Sometimes honesty means saying, “We’re not the best fit for you, but here are some other options.” It’s better than struggling through and risking everyone’s wellbeing.

Winter, EnableUs Community

And just to wrap, assessing fit is really about protecting everyone—you, your team, and the participant. So, be clear about your scope, ask the right questions, and trust your read on compatibility. Transparency might feel a bit awkward at first, but it always wins in the long run. Will, any final thoughts?

Will, EnableUs Community

Just that, the better the fit, the better the outcomes. When everyone’s on the same page from day one, it makes everything—support, compliance, even staff wellbeing—so much easier. Alright, thanks for joining us, team! We’ll be back soon with another episode. Winter, thanks for your insights, as always.

Winter, EnableUs Community

Thanks, Will! Great chat. And thanks to everyone for listening—keep those questions coming and we’ll see you next time.