Qualifying Participants Without Making Them Feel ‘Unqualified’

Will, EnableUs Community

Hey everyone, welcome back to Finding Participants. I'm Will, and as always, I'm joined by Winter. Today we're diving into something that, honestly, I wish I'd learned a bit earlier in my career—screening participants, and how to do it without making anyone feel, you know, like they're not good enough or something.

Winter, EnableUs Community

Yeah, hi everyone! This is such an important topic. I think a lot of providers worry about coming across as gatekeepers, but really, screening is about making sure everyone gets the support that actually fits them best. It's not about saying no—it's about finding the right yes.

Will, EnableUs Community

Exactly. And, look, I’ll be honest—early on, I kind of skipped over proper screening. I just wanted to help everyone, right? But I ended up with a participant whose needs were, well, way outside what our team could actually support. It was rough. My staff were stressed, the participant was frustrated, and, honestly, nobody got what they needed. It taught me that skipping screening doesn’t help anyone in the long run.

Winter, EnableUs Community

Yeah, and that’s something we’ve touched on before—like in our episode about burnout. If you’re taking on participants who aren’t a good fit, it’s not just hard for the team, it can actually lead to worse outcomes for the participant too. They might not get the support they’re hoping for, and it can strain relationships all around.

Will, EnableUs Community

Totally. And it’s not about excluding people. It’s about making sure everyone’s set up for success. If you’re not aligned, you risk complaints, staff burnout, and, honestly, just a lot of stress that could’ve been avoided with a bit of upfront honesty.

Winter, EnableUs Community

And I think that’s the key—screening is really about alignment and mutual understanding. It’s not a test, it’s a conversation. So, let’s talk about what actually makes a good fit.

Winter, EnableUs Community

So, when we talk about a good fit, there’s really three things to look for. First, do you actually have the capacity and resources to meet their needs? Second, does what they’re looking for line up with your service model? And third, are you both on the same page about expectations?

Will, EnableUs Community

Yeah, and that first one—capacity—is huge. Like, if someone needs high-intensity support and you’re set up for community access or low-to-medium needs, it’s just not gonna work, no matter how much you want to help. I always ask, “What goals are you working towards?” or “What kind of support do you expect day-to-day?” It opens up the conversation and helps you see if you’re actually the right provider.

Winter, EnableUs Community

I love those open-ended questions. I usually ask, “What’s most important to you in a support provider?” or “Have you worked with other providers before? What worked well, and what didn’t?” It’s amazing what people will share if you just give them space to talk.

Will, EnableUs Community

Yeah, and sometimes you find out pretty quickly if there’s a mismatch. But it’s not just about saying no—it’s about being clear about what you do and don’t offer. Like, “We’re not a high-intensity provider, but I can recommend someone who is.” That way, you’re still helping, even if it’s not with your own service.

Winter, EnableUs Community

That’s so true. I had a situation where a participant’s family wanted overnight support, but our team just doesn’t do that. I was upfront about it, and instead of being disappointed, they actually appreciated the honesty. We talked about what we could offer, set really clear boundaries, and ended up working together for years—because there was trust from the start.

Will, EnableUs Community

That’s the thing—clear communication builds trust. If you’re transparent about your boundaries, people feel respected, not rejected. And it sets everyone up for a better relationship down the track.

Winter, EnableUs Community

Exactly. And it’s not just about the participant—it’s about your team too. If everyone knows what to expect, there’s less stress, less confusion, and way better outcomes all around.

Winter, EnableUs Community

So, let’s get practical. How do you actually screen participants in a way that feels warm and respectful, not like you’re ticking boxes or running an interview?

Will, EnableUs Community

For me, it starts with the first conversation. I try to frame it as, “We support a wide range of participants, and I’d love to understand your goals so we can see if we’re the best match for you.” It’s collaborative, not transactional. And I always listen more than I talk—well, I try to, anyway.

Winter, EnableUs Community

Yeah, and sometimes you do get red flags. Maybe someone’s really aggressive, or they’re not willing to share info, or their expectations are just way out of scope. I think it’s important to stay calm, document what happens, and be clear about your boundaries. If it’s not a fit, you can still offer to refer them on, so they feel supported, not shut out.

Will, EnableUs Community

Absolutely. And, look, I always keep records of every conversation—just quick notes about what was discussed, any concerns, and what the next steps are. It’s not just about covering yourself if something goes wrong, it actually helps you remember the details and follow up properly. I use a simple spreadsheet, but whatever works for you, just make sure you can track who you’ve spoken to and what was agreed.

Winter, EnableUs Community

That’s a good point. And following up is so important—even if it’s a no. A quick message like, “Based on what you’ve shared, I think another provider might be a better fit, but I’m happy to recommend someone,” goes a long way. It shows you care, and it keeps your reputation strong in the community.

Will, EnableUs Community

Yeah, and at the end of the day, screening is about building trust, not putting up walls. If you approach it with warmth and transparency, you’ll end up with better relationships, happier teams, and participants who actually get what they need.

Winter, EnableUs Community

Couldn’t agree more. And that’s probably a good place to wrap up for today. Thanks for joining us, everyone—this is such a big topic, and we’ll definitely keep building on it in future episodes.

Will, EnableUs Community

Yeah, thanks heaps for listening. Winter, always good chatting with you. See you next time!

Winter, EnableUs Community

You too, Will. Bye everyone!