Getting Screening Right

Will, EnableUs Community

Hey everyone, welcome back to the EnableUs Community Podcast. I’m Will, and I’m here with Winter. Today we’re diving into something that, honestly, doesn’t get talked about enough—screening participants, and why getting it right really matters.

Winter, EnableUs Community

Yeah, hi everyone! I think a lot of people hear “screening” and just picture a checklist or, you know, a gatekeeping process. But it’s so much more than that. It’s about making sure there’s a real match between what a participant needs and what a provider can actually deliver. Otherwise, you end up with mismatched expectations, and that’s just a recipe for burnout on both sides.

Will, EnableUs Community

Exactly. And I mean, it’s not just about protecting your team from overload, though that’s a big part of it. It’s also about being fair to the participant. If you can’t meet their goals or support needs, it’s better to be upfront than to promise something you can’t deliver. That transparency, it actually builds trust, even if the answer isn’t what they hoped for.

Winter, EnableUs Community

Totally. And I think sometimes people forget that screening is a two-way street. Participants are also checking if your service is right for them. So being open and honest from the start sets the tone for a real partnership, not just a transaction.

Will, EnableUs Community

Yeah, and, um, actually, I’ve got a quick story about that. Ages ago, at EnableUs, we had a referral come in—looked great on paper, but after chatting, it was clear we just weren’t the right fit for what they needed. So, we turned them down, but we did it respectfully, explained why, and even pointed them to another provider. And you know what? A few months later, that same person referred someone else to us, saying they trusted us because we’d been honest. So, saying “no” the right way can actually build trust for the future.

Winter, EnableUs Community

That’s such a good example. It’s not about filtering people out, it’s about making sure everyone’s set up for success. And when you’re transparent, it just makes everything smoother down the track.

Winter, EnableUs Community

So, let’s talk about how to actually do this well. There are some really practical tools that can make screening less stressful and more consistent. Like, pre-intake questionnaires—just a simple form that asks about goals, needs, preferences. It’s not meant to be intimidating, just a way to get the basics before you even have a conversation.

Will, EnableUs Community

Yeah, and then you’ve got discovery calls, right? Those 15 or 30 minute chats where you can dig a bit deeper, ask about their day-to-day, what they’re hoping to get out of your service, and, well, just see if it’s a good fit. It’s a chance for both sides to ask questions, not just the provider grilling the participant.

Winter, EnableUs Community

Exactly. And internally, having a checklist for your team helps heaps. Like, are we equipped for this person’s support needs? Do we have the right training? It keeps things fair and stops decisions being made on a whim. Oh, and don’t forget your website—having clear service criteria and detailed info up front can save everyone a lot of time and confusion.

Will, EnableUs Community

Yeah, I always forget how much difference a good service page makes. If people know what you offer and what you don’t, it just sets expectations from the get-go. Actually, Winter, didn’t you mention a provider who revamped their intake process and saw a big change?

Winter, EnableUs Community

Yeah! So, there was this provider who used to just take anyone who enquired, and it was chaos—lots of mismatches, unhappy participants, staff getting stretched. They switched to using a structured questionnaire and a proper discovery call, and suddenly, the people coming in were a much better fit. Outcomes improved, staff were less stressed, and participants were happier. It wasn’t magic, just a bit of structure and clarity.

Will, EnableUs Community

That’s the thing, right? It’s not about making it harder for people to access support, it’s about making sure the support is actually right for them. And that benefits everyone.

Will, EnableUs Community

So, let’s get into the tricky bit—what happens when you have to say no? It’s never fun, but there’s a way to do it that’s still respectful. First, just thank them for reaching out. It takes guts to ask for support, and that should always be acknowledged.

Winter, EnableUs Community

Yeah, and then, recognise their goals. Even if you can’t help, you can still affirm what they’re trying to achieve. And be transparent—explain why your service isn’t the right fit, but keep it gentle. It’s not about shutting the door, it’s about helping them find the right support.

Will, EnableUs Community

And if you can, offer a referral. Point them to another provider, or even just a directory or resource. It shows you care about their outcome, not just your own numbers. And, you know, leave the door open—sometimes things change, and you might be able to help down the track.

Winter, EnableUs Community

On the flip side, when it is a good fit, don’t just leave them hanging. Follow up quickly, send a welcome pack, and be super clear about what happens next. Set expectations, check in early, and make sure they feel supported from day one.

Will, EnableUs Community

Yeah, and honestly, some of the strongest relationships I’ve seen started with a really honest screening conversation. Like, just being upfront about what’s possible and what’s not. It’s not always easy, but it pays off in the long run.

Winter, EnableUs Community

Couldn’t agree more. Screening isn’t about saying no, it’s about saying yes with confidence. And when you get that alignment, everyone wins—participants, your team, and your business.

Will, EnableUs Community

Alright, I reckon that’s a good place to wrap up for today. Thanks for tuning in, everyone. We’ll be back soon with more ways to help you connect with the right participants and build stronger partnerships.

Winter, EnableUs Community

Thanks so much for joining us! Will, always good chatting with you. Catch you next time!

Will, EnableUs Community

You too, Winter. See ya everyone!